Complaints

This profile includes complaints for T-Mobile USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  T-Mobile USA, Inc.

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  T-Mobile USA, Inc.

  31 Inverness Center Pkwy Ste 600 Birmingham, AL 35242-4828

• 

  T-Mobile

  4640 Avenue W Birmingham, AL 35208-4710

• 

  T-Mobile USA, Inc.

  320 Avalon Ave Ste 4 Muscle Shoals, AL 35661-2877

• 

  T-Mobile USA, Inc.

  7830 Highway 72 W Ste 170 Madison, AL 35758-9504

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the last few weeks, I have been troubleshooting issues with my phone regarding malfunctions and inability to connect with my new vehicle. I reached out to the car manufacturer, Tmobile in store reps and customer service as well as ******** I was informed that my particular phones should be able to connect to my car based on the android version and I was sent out a replacement. Upon repeatedly trying to connect and even resetting my car's infotainment system, nothing worked. I called Tmobile service and was told my only option would be to trade in for a new upgrade in which 2 credits would be applied immediately and I would pay the remaining balance. I was also later told I could only do this if I accepted a 2 year promo deal in which I would submit to a credit check. This was not what was stated to me and it is not a feasible option when my 2 android models were repeatedly guaranteed to work with my car by several reps. ****** have someone contact me that can get this properly resolved. Thank you for your time and review.

  Business Response

  Date: 07/27/2022

  July 27, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *********************
  Your File No. 17607298
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 22, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets to hear of Ms. ****** concerns, and we appreciate the opportunity to respond.  Please be advised that in events where customers have issues connecting their cellular device to their **************************, we would refer them to the automobile manufacturer for the appropriate troubleshooting.  The cellular provider or the cellular device manufacturer would be unable to assist with this matter.  The automobile manufacturer does require an up to date version of the device software, which T-Mobile can assist with, however, ************** has confirmed her software version has been updated. 
  
  Nonetheless, as a gesture of goodwill, on July 27, 2022, T-Mobile issued two new ******* Galaxy S22 handsets at no cost, contingent she returns her two existing devices to us.  Should ************** have trouble connecting her new handsets, we would refer her to the automobile manufacturer.  We regret any inconvenience to **************.
   
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  *********************
  Executive Response
  
  

  Customer Answer

  Date: 08/08/2022

   Good afternoon.

  My name is ********************* and I am asking that complaint number 17607298 be revised or reopened as I recently received an email from BBB that the case was automatically closed and that my statement would be that I was dissatisfied with the outcome. At the time that BBB emailed me to respond to close the case, I was still waiting to receive one of my T-mobile devices. T-Mobile Sr *********** *********************, did a phenomenal job in getting this matter fully resolved and I am in fact appreciative and fully satisfied with the resolution. I ask that this be reflected in closing the complaint instead of the incorrect feedback of dissatisfaction. Let me know how I can get this properly notated.

  Thank you,

  *********************

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  T-Mobile Account #********* Line related to this complaint: ************** Because of T-Mobile's 3G network retirement I am being forced to get a new phone, which I do not really need. The only way to get a new phone free of charge that will work on T-mobile's network is by trading in an older phone. The phone I have available for trade in has a cracked screen and T-mobile won't accept it. So essentially I am being forced to either buy a new phone or not be able to use my existing line.Also, when calling customer service, different representatives offer conflicting information related to the 3G network retirement. For example, one said my line would be suspended and eventually cancelled if I do not upgrade to a 5G capable phone, a different representative said my old phone will still work for voice and text but not data.My desired resolution is for T-mobile to accept my old phone (cracked screen) as a trade in for one of the free phones currently on promotion (e.g. T-Mobile RVVL or similar)

  Business Response

  Date: 07/27/2022

  July 27, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *************************
  Your File No. 17607252
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 22, 2022, regarding the above-referenced account.  We are pleased to report that we have resolved the matter to Ms. ******** satisfaction.
  
  T-Mobile regrets to hear of Mr. ******** concerns, and we appreciate the opportunity to respond.  Please be advised as the wireless industry shifts to 5G, older 3G networks are being retired.  T-Mobile is retiring our 3G network to free up resources and spectrum that will help us strengthen our entire network and move all customers to more advanced technologies like LTE and 5G.  The 3G network was retired on July 1, 2022.  After this date, some customers who have an incompatible device will be suspended.  If no action is taken after 90 days, service would be cancelled.
  
  To ensure we keep impacted customers connected, our Totally Free Phone Program, which began on July 16, 2022, and is for a limited time, allows impacted customers to get a free 5G device and have their taxes and upgrade support charge waived when they visit a retail location.  From June 21, 2022, through July 20, 2022, customers were required to trade in a qualifying device, in any condition.  
  
  On July 27, 2022, T-Mobile issued a new 5G device to ****************** at no cost without a trade-in requirement.  ****************** has accepted this as resolution to his concerns.  We regret any inconvenience ****************** may have experienced as a result of this matter.
  
  Please be assured T-Mobile strives to provide world-class service to all our customers on each contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Mr. ******** contacts with us regarding the matter. 
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  ***********************
  Executive Response

  Customer Answer

  Date: 07/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Thanks for the quick response and for addressing my concerns.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a T-Mobile plan with autopay that comes out of my account on the 21st of every month. My **** was due today and I noticed that when I logged in it said I still havent paid my **** and that the autopay had not taken it out. Afraid that I was going to miss a payment I paid it on the website. When I looked at my account I was charged twice for $276.17. I tried calling them and they told me they saw no autopay payment on their end and only 1 charge which makes no sense because the money has already been taken out of my account. I basically lost $276.17 which I cannot afford right now. I would like my money back. This really needs to be addressed and I honestly feel like they scammed me.

  Business Response

  Date: 07/28/2022

   
  July 28, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *********************
  Your File No. 17607175
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 21, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any concern ************ may have regarding her account. T-Mobile records indicate on February 2, 2020, ************ activated her account and has four voice lines ending in 7398, 4037, 2048 and ****, enrolled in the Magenta rate plan, for a monthly cost of $130.00 for the first two lines and each additional line is $25.00 a month. In addition, ************ has a Mobile Internet (MI) line of service ending in **** on the Magenta Tablet rate plan, for a monthly cost of $25.00, after an MI discount. Additionally, ************ enrolled the account to the *************** and as such, each line receives a $5.00 monthly discount. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the **** due date using a stored credit card, debit card or checking account supplied by the customer.  
  
  Please be advised, Ms. ***** billing statements are due on the 23rd of every month and as such, the payments are debited on the 21st of the month, via AutoPay. On July 21, 2022, T-Mobile debited the payment of $276.17, for the monthly access charges from July 3, 2022, through August 2, 2022, Equipment Installment Plan (EIP) charges associated with two Apple iPhone 12 devices, an Apple iPad and accessories. This same day, ************ remitted an additional payment of $276.17, updating the account with a credit balance of $276.17. 
  
  On July 22, 2022, T-Mobile approved a refund for the payment ************ processed on July 21, 2022, in the amount of $276.17, updating the account with a zero balance. However, on July 24, 2022, the payment of $276.17, that T-Mobile debited via AutoPay, was returned unpaid. As such, the balance of $276.17 was reverted to the account and a return payment fee of $30.00 was assessed, updating the balance to $306.17. 
  
  Furthermore, upon speaking with ************, on July 28, 2022, she confirmed the payments mentioned above were fully refunded to her financial institution. In addition, as a courtesy to ************, we issued an account credit of $30.00 to waive the returned payment fee. This credit updated the account balance to $276.17. Please note, ************ may fulfill the payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (IVR) or with our Team of Experts (TEX) or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip. T-Mobile regrets any inconvenience to ************.  
   
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  ***************************
  Executive Response
  
  

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17607175
  
  I am rejecting this response because:I only received 1 refund of ****** not 2 refunds. My **** should therefore be paid. When I log into my account it says my **** is 5 days past due. I paid them twice and received 1 refund. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/04/2022

   
  August 4, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ****************************** No. 17607175
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 3, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets Ms. ***** continued concerns regarding this matter, and we welcome the opportunity to respond.  As our previous response to your office indicates, ************ acknowledged receipt of the funds not only from the refund that T-Mobile had processed but the refund from her financial institution as a result of the first payment that was returned to T-Mobile as unpaid.  This resulted in still having a validly owed balance due of $276.17.  When the first payment was disputed with Ms. ***** financial institution, this did not absolve validly owed charges.
  
  Nevertheless, to amicably resolve Ms. ***** concerns, on August 3, 2022, T-Mobile issued an account credit of $276.17, leaving Ms. ***** account active with a zero balance.  T-Mobile also removed the payment arrangement she had set to remit payment toward the balance.  T-Mobile regrets any inconvenience to ************, and we appreciate the opportunity to resolve this matter.
   
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  *****************************
  Executive Response

  Customer Answer

  Date: 08/11/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called T-Mobile for internet. They were offering internet for $50 a month and a prepaid MasterCard, to pay for the first month. Two weeks later, it was off. When I called, they couldn't access my file, because whoever entered my pin number, entered it wrong. It was my birthdate, I'm pretty sure I know my own birthdate. So they told me to go to a T-Mobile store and they could help, obtaining the prepaid MasterCard. I went there and the lady told me, they don't even have service in our area yet. She had problems with the phone representative. She couldn't even get her I D. number correctly. The store clerk told us to cancel, and there wouldn't be any charges.So, I returned the modem per tmobiles instructions. They kept sending me bills, and then sent me to collections. I don't owe them any money.

  Business Response

  Date: 08/02/2022

  August 2, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:      ***************************
  Your File No. 17606576
  T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 21, 2022, regarding the above-referenced account.   
  
  T-Mobile regrets any concerns to ******************** regarding his ********************** and we appreciate the opportunity to assist him.  On ************************************************ activated ********************* at the monthly cost of $55.00 with taxes included.
  
  Please note,T-Mobile Home Internet eligibility is determined at the household level and is based on network capacity and performance.  Home Internet eligibility may update in an area based on the above criteria from being eligible to being ineligible.  At the time ******************** activated ********************** his home coverage area may have shown to be eligible,however, due to network capacity and performance changing in the area,currently it shows as ineligible. ******************** could have continue to utilize the ********************** but based on the factors indicated above, he may not have received the best speeds until network capacity is increased in his area.    
  
  Starting January 6,2022, T-Mobile began offering our Activate T-Mobile Home Internet and Get $50 back promotion.  With this promotion, customers are eligible to get a $50.00 virtual prepaid Mastercard when they activate a new T-Mobile Home Internet line on an eligible plan and register online at promotions.t-mobile.com with promo code 2021HINTP17 within 30 days of activating service.  After review, T-Mobile is unable to confirm that ******************** submitted for the promotion through the process outlined above, as such, he was ineligible. 
  
  The billing statement dated March 13, 2022, generated in the amount of $55.00.  The billing statement included monthly access charges, taxes and fees for the billing period of March 13, 2022, through April 12, 2022.  The billing statement dated April 13, 2022, generated in the amount of $115.00.  The billing statement included the past due balance of $55.00, monthly access charges, taxes and fees for the billing period of April 13, 2022, through May 12, 2022, in the amount of $55.00, and a late fee in the amount of $5.00. 
  
  On April 12, 2022,as a result of non-payment, the account was suspended.  The same day, ******************** spoke with our Team of Experts regarding the service not working.  ******************** was unable to verify the account security PIN, as such, he was referred to his nearest retail store to verify his account and update the security PIN.  On April 15, 2022, ******************** was issued a return label to return the High-Speed Gateway, however the account was not cancelled at this time.  On April 29, 2022, T-Mobile received the High-Speed Gateway.  On May 2, 2022, as a result on non-payment, the account was canceled.    
  
  The final billing statement dated May 13, 2022, generated in the amount of $69.17.  The billing statement included the past due balance of $115.00 and a prorated **** credit in the amount of $45.83 as the account was cancelled mid-cycle. 
  
  On June 21, 2022, as a result of non-payment, the account was referred to outside collections.  Additionally, a collection fee in the amount of $17.29 was assessed on the account updating the balance to $86.46.   
  
  On August 1, 2022,in an effort to amicably resolve this matter, our office issued a **** credit in the amount of $86.46 leaving the account closed with a zero balance.  Additionally, T-Mobile removed the account from third-party collections and requested the collection agency to delete any negative information reported to the credit bureaus regarding this debt.  ******************** should allow approximately 90 days for this information to be reflected on his credit report.
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at **************. 
  
  
  Very truly yours,
  
  T-MOBILE USA, INC.
  
  *********************  
  Executive Response
  

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our T-Mobile ********************* in Rural NW **** began June 28, 2022 because T-Mobile offered an attractive home internet option. T-Mobile Home Internet consumer policy using 4G LTE on the gateway device states it offers: Download speeds ***** Mbps, Upload **** Mbps, Latency ***** ms.Our issue is that we have an extremely unreliable & weak signal which is inconsistent. T-Mobile Home Internet customer service has been contacted 3 different times since 6.28.2022. Over 4 hours have been spent with tech support and determining that T-Mobile's Home Internet signal was the culprit with our poor T-Mobile *********************. At times, we have no home internet service whatsoever!! Other times, we are lucky to get 5 Mbps of Download speed on our home internet . At the same time, my T-Mobile cellphone service line gets 15 Mbps.The latest tech support rep revealed that the signal is prioritized as follows: Emergency calls, Cellphones, then Home Internet. The **Mo Home Internet signal priority is NOT acceptable to us.T-Mobile has told us that the issue is a poor cell tower coverage area. However, when we call tech support for T-Mobile Home Internet the reps make changes and our speed immediately goes over 15 Mbps. After the tech support call ends, T-Mobile Home internet speed drops down again to 5 Mbps or less. That is further evidence that T-Mobile HOME INTERNET service is NOT a coverage issue as much as it is a LOWER Prioritization issue.If T-Mobile advertises a specific internet speed range, T-Mobile should be obligated to provide that service level.

  Business Response

  Date: 07/29/2022

  July 29, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *******************
  Your File No. 17606583
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 22, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any service-related concerns ************ may have and we appreciate the opportunity to respond.  T-Mobile is always working to improve its service, and we regret any data service issues ************ may have experienced.  Unfortunately, we are unable to guarantee data speeds in any location.  There is no way to predict an exact speed with the variety of factors that can affect a customers experience.  Some of these factors include network capacity and performance, signal power and quality, distance from the serving tower, gateway positioning in the home, congestion, or heavy traffic on the network in the area, time of day, or sources of interference.  Upon review, we have determined that the account address is in a moderate coverage area, and service is currently as expected.
  
  In an effort to amicably resolve the matter, if ************ chooses to cancel her service, she may return her equipment and receive a credit for all charges associated with her High-Speed Internet (HSI) service.  If ************ chooses to accept this offer, she may contact me at the number below.  We regret any inconvenience to ************.
   
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  *********************
  Executive Response

  Customer Answer

  Date: 07/30/2022

   
  Complaint: 17606583
  
  I am rejecting this response because:

  T-Mobile's BBB July 29, 2022 reply notes that we are in a Moderate coverage area. 
  See my initial BBB complaint. I believe my poor service is a T-Mobile Home internet PRIORITIZATION issue.
  
  T-Mobile Home Internet can't provide consistent internet speeds over 2 *** to my location in rural NW ****.

  If 2 *** is considered high speed internet in a Moderate coverage area, shame on T mobile.

  That is false advertising in my opinion. Please change your advertising and coverage map!

   

   

   

  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to sign up for T-Mobile on 6/2022 and port my lines from another carrier and the process was so frustrating I cancelled 6/2322 and did not follow through with service. I was however charged an activation fee totaling $105 for the 3 lines I was going to port. As of today July 21st, 2022 I have not received my refund and I have called your customer care line over 6 times and waited countless hours for a follow and I keep receiving a different answer. I have never been so aggravated and frustrated over a service in my life. I have spoken to 5 supervisors ****, **** ******* ******** and Ajersey who actually have hung up on me and your super high escalations team member ******..To top it off I have received a collections notice for a service I dont have. I am disappointed because I was actually looking forward to the service and seeing the savings that I recommended several family members to join.

  Business Response

  Date: 08/02/2022

   
  August 2, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************
  Your File No. 17606943
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 21, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any concerns **************** may have experienced regarding the above-referenced account.  T-Mobile records confirm that on June 21, 2022, **************** activated service with mobile numbers ending in ****, ****, **** and subscribed to our Magenta family rate plan at $130.00 monthly for the first two lines and $25.00 monthly for each additional line.  At the time of activation, **************** was required to pay an Assisted Support fee of $35.00 for each line.  This is charged when customers activate service with a retail store representative or via our Team of Experts (TEX).  Customers can utilize our self-help services such as the T-Mobile website or application to avoid this fee.
  
  Please note, T-Mobile postpaid accounts are billed by a system known as **** current.  This means charges for ******* rate plan are billed in advance of the service being provided and become due within that billing cycle.  **************** first billing statement was dated June 21, 2022, and reflected a balance owed in the amount of $120.00, which consisted of prorated charges, and was due July 14, 2022.  Regrettably, on June 23, 2022, **************** contacted T-Mobile and requested to cancel services.  On July 22, 2022, a one-time credit in the amount of $120.00 was issued, reducing the account balance to zero at that time.  
  
  An additional credit in the amount of $105.00 was issued to the account on July 22, 2022, for the Assisted Support Fees.  A refund in the amount of $105.00 was issued to **************** on July 22, 2022, and sent to her bank account.  **************** should have received this refund within three business days.  Ms. ******* final billing statement dated July 22, 2022, reflected a credit balance of $110.84 for a prorated monthly service charges.  
  
  To fully resolve this matter, on August 1, 2022, T-Mobile issued the credit balance of $110.84 to **************** as a refund.  This refund was issued in the form of a prepaid card and sent to **************** via U.S. Mail to the billing address of record.  **************** can expect to receive this refund within 10 business days.  We regret any inconvenience to ****************.
   
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at **************. 
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  ***** Lopez 
  Executive Response
  
  

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The issue started when I was pushed to transfer my Sprint line to T-mobile back in Dec 2021. Upon transferring my line the Rep promoted a special T-mobile was having at the time with the 3rd line free. I opted to take advantage of the third line however every month I've been charged. Every month I've had to call it to find out what's going on. Every month the Rep told me it was fix. Every month the rep had to manually adjust the account. This is after sitting on the phone explaining the circumstances for a hour. It was said that the issue was "escalated" several times and someone would call back. Each month I was caught by surprise with my ****. This is the 7th month of the same issue with no resolution.

  Business Response

  Date: 07/27/2022

   
  July 27, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *******************************
  Your File No. 17606603
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 21, 2022, regarding the above-referenced account. 
  
  T-Mobile regrets any concerns ****************** may have regarding his account and we appreciate the opportunity to respond. On December 21, 2021, ****************** migrated his mobile number ending in **** from the Sprint billing system to the T-Mobile billing system. In addition, ****************** activated the mobile numbers ending in **** and ****, after a Change of Responsibility (COR) was completed. A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. 
  
  Please be advised, the account was enrolled in the T-Mobile Essentials 2+ rate plan, for a monthly cost of $100.00, plus taxes, for the first two lines and the additional line is $20.00. In addition, each line is enrolled in the Protection 360 Tier 5 feature, for a monthly cost of $18.00 each. Also, ****************** enrolled in our **************** therefore, each billed line receives a $5.00 monthly discount. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the **** due date using a stored credit card, debit card or checking account supplied by the customer.
  
  Between August 20, 2021, and February 2, 2022, T-Mobile offered the *************** P13: 3rd Line Free for Sprint Migrations on eligible plans promotion, where qualified targeted Sprint customers with at least three paid voice lines could get one of them for free (via monthly **** credits) when they would migrate their entire account to a qualifying rate plan on the T-Mobile ******. Please note, lines added to the account via a COR are not eligible for the promotion. Therefore, ****************** account did not qualify for the promotion. 
  
  On December 23, 2021, ****************** qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of an Apple iPhone 13 Mini. A down payment was not required; however, ****************** agreed to a series of 30-monthly installments of $23.34. Please note the Apple iPhone 13 Mini qualified for the 2021 Upgrade P9 promotion and as such will receive 30-monthly credits of $6.67.
  
  Furthermore, T-Mobile records indicate ****************** contacted T-Mobile on December 31, 2021, regarding the missing third line free promotion. At the time, the account was sent for review and as a courtesy to ****************** on January 2, 2022, the 2021 Line On Us P13: 3rd Line Free for Sprint Migrations on eligible plans promotion was applied to the mobile number ending in ****. Please note, ****************** may view the third line promotion credit on page two of his billing statements. It should be noted, although the third line free promotional credit is being issued, between December 27, 2021, and July 21, 2022, ****************** account was issued an additional $240.00 in credits for the third line of service.
  
  On July 5, 2022, ****************** purchased a ******* Galaxy S22 5G handset and handset accessories with our EIP program. ****************** was not required to remit a down payment; however, he agreed to a series of 24-monthly installments of $33.34 for the ******* Galaxy S22 5G and 12-monthly installments of $8.35 for the handset accessories. With that said, ****************** monthly charges estimate to be around $202.36 after the AutoPay and promotions discounts, plus applicable taxes and fees.
  
  Finally, upon speaking with ****************** on July 27, 2022, the above was apprised. Hence, T-Mobile respectfully declined ****************** request of receiving further billing adjustments. T-Mobile regrets any inconvenience to ******************. 
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  ***************************
  Executive Response

  Customer Answer

  Date: 07/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was searching for a mobile provider and T-Mobile appeared to fit the **** with the Magenta 55+ plans and I had been with T-Mobile for 1 yr+ for the Home ****************Pay of $50 for my account *********. I called them on 6/3/22 and the Sales Rep offered a bundle discount of $30 pm if I took up their highest plan called Magenta *** 55+ which is $90 pm. The total monthly charges with a bundle discount of $30 pm would have brought my total monthly charges to $110 with the continuity of the pre-existing Auto-Pay. There was a one-time activation charge of $80. I received the *** cards after a few days and called T-Mobile back on 6/7/22 with the intent of activating my *** cards. During my interaction with the first rep I discovered there was to be no bundle discount and was transferred to another Rep who also stated that there was no discount. Furious with the lack of ethics I stated that I was not interested in their phone service and demanded a refund of the activation fee over the course of two more Reps and 2h and was refused. I decided to terminate my T-Mobile Home Internet and did so on 6/16/22. I was on this day provided the refund of $80 but was shocked to receive on 6/29 a **** for $237.09 due to lines that has not been de-activated. This amount even included fees for the cancelled Home internet in a future billing cycle. I called again to re-state that I wanted the lines cancelled and account closed. The Rep stated that the billing amount would be adjusted - but by 7/10 they had not adjusted anything and Auto-charged my credit card for $237.09 which included charges of $10 for not setting up Auto-Pay !! and a late $10 late fee for the Refunded amount It is absurd that T-Mobile would charge a long standing Auto-Pay customer late fees for a service that I repeatedly stated I was not interested in and am seeking a reversal of these charges and expecting only closing fees given their ever changing narrative.

  Business Response

  Date: 07/28/2022

  July 28, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************
  Your File No. 17606251
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 21, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any inconvenience ************ experienced and we appreciate the opportunity to address his concerns.  Our records confirm on August 19, 2021, ************ activated his account with the Home Internet (****) line of service at $55.00 per month.  Additionally, ************ subscribed to the optional *************** which when combined with the **** service, it provided a $5.00 monthly discount updating the monthly recurring charges to $50.00 per month.
  
  Starting May 10, 2022, and for a limited time, T-Mobile began to offer the 2022 **** P11 offer which stipulated that customers can get **** for just $30.00 per month (with AutoPay) when they have or add two or more paid voice lines and subscribed to a Magenta *** rate plan and have **** on an eligible rate plan. Customers with an existing **** line, prior to the promotion starting on May 10, 2022, will need to switch to the new **** plan codes to receive the benefit of this offer.
  
  Further review confirms on June 5, 2022, ************ activated two new voice lines of service with the numbers ending in **** and **** and subscribed to the Magenta *** 55+ rate plan at $90.00 per month with AutoPay.  At the time of activation, ************ was required to remit a payment of $70.00 which consisted of two Assisted Support Fees of $35.00 per line. Based on the qualifications to receive the 2022 **** P11 offer were met, and ************ would have received the benefits of the offer within the next billing cycle.  
  
  Regretfully, on June 8, 2022, pursuant to Mr. ***** request, the newly activated voice lines of service ending in **** and **** were cancelled.  Additionally, ************ also requested the cancellation of the **** line of service.  As such, a return order number SC37DJDL3E was placed to return the 5G Internet Gateway for the **** service.  
  
  On June 13, 2022, T-Mobile provided ************ with refunds in the amount of $80.00, however, these refunds were given from payments previously remitted in Mr. ***** account for previous services rendered.  As these payments were for charges that were considered valid and owed, the amount of $80.00 was charged back to Mr. ***** account.  As such, Mr. ***** account produced a new billing statement dated June 19, 2022, in the amount of $237.09, which included the back charges of $80.00, the new monthly recurring charges of $146.49 (includes the prorated charges for the newly activated voice lines) and a late payment fee of $10.60, and it was due on July 10, 2022, for automatic AutoPay draft which was processed accordingly.  However, on July 23, 2022, Mr. ***** financial institution partially returned the payment in the amount of $180.09 which was posted back to Mr. ***** account as a past due balance.     
  
  Nonetheless, in an effort to amicably resolve Mr. ***** concerns, on July 27, 2022, T-Mobile issued a credit of $180.09 to bring Mr. ***** account to a zero balance.  Mr. ***** account remains cancelled with a zero balance and no pending charges. T-Mobile regrets any inconvenience ************ experienced. 
   
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  *******************
  Executive Response
  
  

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was lied to by T-Mobile. Ive had issues with my phone since I got the replacement through them I brought it I called them to let them know of my phone already being damaged and loosing network when receiving it. I was told to go through insurance claim the more the wait the more things keep happening to my account. I got the run around pinball effect where I was told multiple solutions from different reps, when speaking to multiple supervisors I was told to get it through warranty which was wrong then was told to fix it at apple they said my insurance is through tmobile now Injist keep getting pushed everywhere for there mistake so rep told me they would send me a phone out on them it will be on them. When calling for the phone they stated it failed so the girl supposedly called the rep to see and did it herself when calling again they stated its not coming out once again why take all my information to send me my phone when your really not sending anything when I called again the last manager was really rude and said theres nothing they can do she doesnt know why I was told that and pulling up calls would take long idc pull the calls up because customers are always right whats the point of them being recorded if your not going to look back on it for you guys mistake. What do I do and how can I get my phone they are wrong and Im highly upset.

  Business Response

  Date: 07/27/2022

  July 27, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      Jaliyah ******t 
  Your File No. 17606247
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 21, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any inconvenience ****************** experienced and we appreciate the opportunity to address her concerns.  Our records indicate on May 4, 2020, ****************** took advantage of our Equipment Installment Plan (EIP) to purchase an Apple iPhone XR 64GB device priced at $599.99. ****************** was required to remit a down payment of $456.00 and agreed to 24 monthly installments of $6.00 each.  
  
  At the time of purchase, ****************** subscribed to the optional Protection 360 feature at $18.00 per month plus tax.  The Protection ******************************************************** case of accidental damage, loss or theft by providing a replacement device of the same make and model provided by Assurant.  Protection 360 customers are required to remit a deductible payment at the time of claim directly to Assurant, which varies based on the devices make and model, to complete their order.  
  
  Additionally, by purchasing T-Mobile equipment, ****************** received a one-year Limited Warranty provided by Apple, the manufacturer of her device.  ************* subscribed to Protection 360 feature, this warranty was extended. During the Limited Warranty period, Ms. ****** is eligible to receive an advanced replacement of her device via *********************** Handset Exchange Program or a post-exchange device by contacting Apple directly to discuss repair or replacement options.  Under the Handset Exchange Program, T-Mobile provides a replacement handset of the same or equivalent model, with a service warranty processing fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.  
  
  On June 16, 2022, ****************** contacted our Team of Experts (TEX) reporting issues with her device not being able to stay connected to the network.  As such, T-Mobile provided a replacement device of the same make and model under the Handset Exchange Program.  The replacement device was delivered to one of our retail stores.  On June 19, 2022, as Ms. ******ts replacement device was ready for pick up, she visited the retail store complete the exchange.  ************ after inspecting Ms. ******ts non-working device, it was found it had sustained physical damage and as such, was not eligible to complete the exchange.  As such, ****************** was referred to Assurant to process an insurance claim instead.
  
  On July 2, 2022, ****************** contacted TEX regarding her concerns and was advised of the requirements to replace her damaged device through Assurant and the required deductible.  ************ Ms. ****** declined our efforts. On July 19, 2022, ****************** contacted TEX again regarding her concerns at which point, pursuant her request, she was placed with a supervisor.  ****************** indicated she wished for a free device to replace her damaged device and that this had been previously offered as resolution to her concerns.  ************ T-Mobile could not locate any records of this offer being made to ****************** and as such, TEX supervisor respectfully declined Ms. ******ts request. 
  
  Nonetheless, in an effort to amicably resolve Ms. ******ts concerns, on July 27, 2022, T-Mobile offered ****************** a replacement Apple iPhone 12 128GB device in lieu of her non-working Apple iPhone XR device at no additional cost.  ****************** accepted the replacement device as resolution to her concerns. ****************** should allow up to seven business days for delivery.  T-Mobile regrets any inconvenience ****************** experienced.  
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  *******************
  Executive Response
  
  

  Customer Answer

  Date: 08/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am currently on a joint account with my father who is listed as the primary on my account. He passed away and I have been trying for months to have his line disconnected and the account placed in my name. I have called and spoke to many people who tell me they will cancel the line. I have emailed all documentation required twice to a woman named ****** who was the first person I spoke to April 14th about this issue. Angel **** me an email saying to send documentation to another email, documentation was **** there as well as my request to have the account put in my name. Today I went into the store to see if it could be handled in person since it was not being handled over the phone. The store employee had to call customer care as I'm guessing they cannot do this in the store. The woman he spoke to informed him that my account was set to be shut off next week due to the lack of response from me. I have called multiple times, each time documented on my account and the employee showed me that he can see the records of my phone calls. I was not notified that my phone was being disconnected before visiting the store today. In every phone call and the email I **** I stated my request was for the account to be passed to me and for me to keep my phone service. It has been months of asking for this. After visiting the store for help I was told they will call me next week to talk about it again because they said they did not receive my emails, and still did not cancel the line. I have not received any emails from them since April 20th, 3 months ago from today nor have I received any phone calls. The last communication we had was when I called and asked why the line was not shut off and they said they will call me in a few days and that was about a month ago, I never received a call from them after that. I have provided his death certificate in store as well as cremation documents in the e-mails. E-mail's have been screenshotted and attached.

  Business Response

  Date: 07/28/2022

   
  July 28, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      **** Cannon 
  T-Mobile Account Holder: *********************
  Your File No. 17601674
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 21, 2022, regarding the above-referenced account. Please be advised T-Mobile records indicate the account holder of record is ********************* and he designated ********************* as an authorized user of the account.
  
  ********************** regrets any concerns **************** experienced regarding her fathers account. T-Mobile expresses their deepest condolences to **************** over her loss. T-Mobile records indicate the above-reference account was activated on December 30, 2017, with two mobile numbers ending in **** and ****, and was enrolled in the ONE Plan Unlimited 55 3L rate plan, for a monthly cost of $70.00 taxes included.
  
  On April 12, 2022, **************** contacted T-Mobile to report the account holder was deceased. **************** was advised she would be contacted within 72-hours for further instructions. On April 14, 2022, T-Mobile spoke with ****************, and she was advised to provide additional deceased documentation via email at ********************************* as they were needed to complete a Change of Responsibility (***) and continue with her account requests. 
  
  A *** is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account.  
  
  Further research confirms we attempted to reach **************** on April 14, 2022, May 7, 2022, and June 15, 2022, to further assist with the *** and any other account changes needed. However, we were unsuccessful. Therefore, on June 28, 2022, T-Mobile scheduled the account to be cancelled within 30-days, to allow **************** time to reach out to us for further assistance. 
  
  Furthermore, to amicably resolve this matter, on July 28, 2022, T-Mobile contacted **************** and assisted with the cancellation of the mobile number ending in ****, which will take effect at the end of the billing cycle, August 1, 2022. In addition, a *** was completed with the mobile number ending in **** and transferred to Ms. ******* name. Please note, **************** was satisfied with our resolution and did not have further concerns. T-Mobile regrets any inconvenience to ****************.
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  ******* Saiz 
  Executive Response