Business Profile

Cell Phone Supplies

T-Mobile USA, Inc.

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Complaints

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

Customer Complaints Summary

27,465 total complaints in the last 3 years.
8,100 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/20/2022
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 considering switching my cell phone coverage from Consumer Cellular to T Mobile. I went into the T Mobile store at on May 27, 2022 at about 5 PM and spoke with them about it. The store was at 413) 732-7016 *****************************************************. When they told me they would need it would cost me a great deal of money to purchase *** cards, I expressed dismay and asked why. They had no explanation, and when I said online it seemed that the *** cards cost nothing, they said yes but you have to wait for them to be delivered. I said I would wait and I left the store. I decided not to switch to T-mobile and thought that was the end of it. This week I received a **** from T Mobile for $161.20. They said my T mobile service (which I do not have) is suspended for nonpayment. I have never received any other **** or notice from them. I do not have T mobile service and never have had T mobile service. The **** does not specific what the charge is for. It just say total balance due. I phoned T mobile twice and tried to get help but they me on hold for at least 40 minutes each time and I could not wait. This **** is an error. I want to make sure it does not go on my credit report and that it is removed. They list an account number of *********. I would like the **** removed and any record of a T-mobile account erased. I do not have an account nor will I ever want one.
Business Response
Date: 08/01/2022
August 1, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************,Ste 200
*****, ** *****

Re: *******************
Your File No. ********
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 20, 2022,regarding the above-referenced account.

T-Mobile regrets any concern ************ may have regarding the account, and we appreciate the opportunity to respond. Please be advised, customers are charged an Assisted Support fee when they choose to have one of our Frontline Experts assist with their activation, by calling, chatting, or visiting a store. With Assisted Support, customers experience our concierge-like service along with personalized recommendations and assistance setting up their new equipment or line of service. Customers may avoid these charges by activating or upgrading through T-Mobile.com, MyT-Mobile.com or the T-Mobile app.

On May 27, 2022, ************* account was activated with two mobile numbers ending in **** and 7889.The account was enrolled in the Magenta 55+ (2 line) rate plan, for a monthly cost of $80.00, taxes included. It should be noted, T-Mobile did not receive an account cancelation request. Thus, the first billing statement dated May 28, 2022, was sent to the billing address of record, reflecting a balance of $80.00 due by June 20, 2022. This balance consisted of the monthly access charges from May 28, 2022, through June 27, 2022. Thereafter, the billing statement dated June 28, 2022, was sent to ************, reflecting a balance of $161.20 due by July 20, 2022. The balance consisted of the past due balance, the monthly access charges from June 28, 2022, through July 27, 2022, and a late fee. Please be advised, pursuant to T-Mobile policy,customers may be suspended when payment in full is not received by the payment due date.

As the account remained past due, on July 2, 2022, T-Mobile suspended the account for non-payment. Thereafter,on July 13, 2022, T-Mobile cancelled ************** account as never installed.

Furthermore, upon speaking with ************ on July 25, 2022, we apprised the above and confirmed to her the account resides with T-Mobile. Thus, to amicably resolve this matter,T-Mobile issued an account credit of $161.20, updating the account with a zero balance. 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 ********

***********************
Executive Response
Customer Answer
Date: 08/01/2022

Complaint: 17596625

I am rejecting this response because: I NEVER enrolled in a magenta plan nor did I receive phone numbers or initiate such a plan. I spoke briefly to a rep and when he indicated he would charge a significant amount of money to set up accounts, I declined to pursue obtaining any accounts. Apparently he set them up anyway and charged me, but I never even received a ****, any phone numbers, except a final notice of payment, which baffled me since I left the store after speaking for a few minutes.
I maintain that your T mobile rep acted inappropriately and unethically and an account should NEVER have been set up, as I did not authorize him to do so. I am very disappointed in this unprofessional action, and feel T Mobile is fully responsible for setting up accounts I never authorized, for which you have NEVER taken responsibility, and for wasting my time.
I am happy you finally credited my account, but I want any history of this account removed from my credit report. I want you never to do this to another person again who comes into your store to inquire about an account.

Sincerely,

*******************
Business Response
Date: 08/12/2022
August 12, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: ***** Hage
Your File No. 17596625
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 8, 2022, regarding the above-referenced account. Please be advised that we have made attempts to contact ************, which have proven unsuccessful. As such, T-Mobile will make every effort to address ************ concerns within this letter.

T-Mobile regrets any continued concern ************ may have experienced, and we appreciate the opportunity to review and address this matter. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every 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 ************** visit to one of our retail locations.

As noted in our previous response, on July 13, 2022, T-Mobile cancelled the above-referenced account. On July 25, 2022, T-Mobile issued an account credit of $161.20, reducing the closed account to a zero balance. Please be advised ************** account was not reported any outside collection agencies. Therefore, there should not be any negative information in ************** credit file. The account remains cancelled with a zero balance. T-Mobile regrets any inconvenience to ************, and we appreciate her bringing this matter to our attention.

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: 08/22/2022

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. I would appreciate it if you would prevent a similar major inconvenience from happening again by instructing this employee NOT to create an account for someone who decides not to join T-mobile. This matter has taken much time and energy wasted.

Sincerely,

*******************
Initial Complaint
Date:07/20/2022
Type:Billing 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 sent a **** in the mail from T-mobile stating I had an account with them and owed $3260.00 as of June 26,2022 with an account number of *********. The **** didn't have my name spelled correctly and I have never had an account with them. Also the account was opened in another state that I have never even been to. I called them numerous times and spoke with supervisors telling them this was a fraudulent account and they told me it would all be taken care of. They now have sent the **** to collections knowing this was a fraudulent account. I have not been able to get them to actually do anything except make promises to take care of it.
Business Response
Date: 08/01/2022
August 1, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: *************************************
Your File No. 17596529
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 20, 2022, regarding the above-referenced account.

T-Mobile has completed its investigation of this matter and determined the allegation of fraud was substantiated. Therefore, ****************** has been absolved of all financial responsibility for this account. In addition, T-Mobile removed the account from third-party collections and advised 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. 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.

****** Sanchez
Executive Response
Initial Complaint
Date:07/20/2022
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 dont remember the exact date but between June and August 2021 I got service with t mobile. I did a trade in. I ended up canceling service cause their service was beyond horrible. Not only did they take my trade in phone, but they also took nearly 770 dollars from my checking account. So they double dipped on me.Today 7.20.22 I tried to get the phone unlocked and they said I never had an account there which is very untrue. It was purchases at Hollywood blvd ************ ****. ***** also said that it was a ******* number which is what I ported the number too.The girl ***** basically argued with me online. She kept questioning if I actually knew where I purchased the phone and plan. She was very terrible as she took well over an hour of my time and took multiple minutes for responses. I was also told to take it to my nearest tmobile store to 'try' and have them get it unlocked. I work 16 hour days and do not have the time. I now do not have a phone to use nor have the money to go purchase a new phone.
Business Response
Date: 08/02/2022

August 2, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: *************************
Your File No. 17596011
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 20, 2022, regarding the above-referenced account.

We regret any concerns **************** experienced regarding her Mobile Device Unlock (***) request, and we appreciate the opportunity to address her concerns. MDUs are available to customers who meet our eligibility requirements, which are available at https://www.t-mobile.com/responsibility/consumer-info/policies/sim-unlock-policy. A review of the above account confirms that on July 23, 2021, **************** purchased a ******* Galaxy S21+ 5G 128GB handset via T-Mobiles Equipment Installment Plan (***) financing program. At the time of purchase, **************** was required to remit a down payment of $199.99 plus applicable taxes on the full cost of the handset, and she agreed to 24-monthly installments of $33.34. Please note, an equipment trade-in was associated with the above purchase, which was a requirement for the *** to become enrolled in our 2021 ******* Trade P16 promotion under which $650.00 off the eligible handset via monthly Recurring Device Credit (RDCs) of $27.09 was provided during the term of the *** while maintaining eligibility. It is important to note that if an account goes into a cancelled status, any promotional offers cease and any remaining *** balance owed becomes accelerated and due with the final billing statement.

Please note, the trade-in of a device within the retail store is a final transaction. Pursuant to the agreement signed at the time of the trade-in, **************** agreed to our terms which included statements such as You are giving up full ownership rights to the Handset, the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law), and finally, By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions. Please be advised the above information applies even when cancellation of service is requested and processed within the purchased handsets return period. T-Mobile retail stores and our dealer locations do not retain traded-in handsets; they are sent daily to CWork Solutions, LP, the third-party company that facilitates our trade-in program. As such, although T-Mobile regrets any inconvenience to ****************, we were and are unable to return her handset as it is no longer in the possession of the store where she completed the purchase.

On August 28, 2021, **************** canceled the above account when she transferred her mobile number to another service provider. The final billing statement dated September 24, 2021, reflected a balance owed in the amount of $745.44, with payment due by October 16, 2022. This balance included prorated monthly recurring charges of $12.12 for services billed for August 28, 2021, and the accelerated *** balance of $733.32 for the ******* Galaxy S21+ 5G 128GB handset.

At the time of activation, **************** enrolled the above account in AutoPay. 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. On October 14, 2021, payment of $745.44 was remitted via AutoPay, for the final account balance, leaving the account closed with a zero balance.

Please be advised, canceled T-Mobile accounts are systematically archived and when this happens, additional information such as a valid account number, may be required to locate the account. We regret any inconvenience **************** encountered regarding this matter and appreciate the feedback provided. As of February 1, 2022, Ms. ******* account has been archived.

To bring resolution to Ms. ******* concerns, on July 28, 2022, an *** for her ******* Galaxy S21+ 5G 128GB handset with the **** *************** was completed. Please note, the handset can only be unlocked by using the Device Unlock app on the handset itself. An unlock code is not available. **************** must be connected to the internet via a cellular network prior to completing the following steps:

1.From the Home screen, swipe up on an empty spot to open the Apps tray.
2.Tap Settings > Connections > More connection settings > Network Unlock.
3.Choose the desired device unlock type:
a.Permanent Unlock
b.Temporary Unlock - requires a mobile data connection
4.Wait while the device requests and completes the unlock.
5.Restart the device.

On July 29, 2022, our office confirmed with **************** her handset was successfully unlocked. 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.

Aika *******
Executive Response
Customer Answer
Date: 08/02/2022
There needs to be compensation. I was forced to go buy a new phone I could not afford. Also money was taken out of *************** a phone taken. That is theft. Paid full price for a phone that was supposed to not he full price since I had 800 dollar trade in.Am out of money because of theft and having to fight to get phone unlocked Complaint: ******** I am rejecting this response because:
Sincerely,*************************
Initial Complaint
Date:07/20/2022
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.
My husband and I moved from ********** to ************** a year ago in September. We had been a long-standing T-Mobile customer, but the ********************************************* phone service in the area of ************** to which we moved was horrible. We were in the process of transferring our service to ******* when we discovered that my husband, ***********************, under whose name the T-Mobile account was registered, had stage 4 liver cancer, and he passed away June 27. I know our T-Mobile account number, but I don't know the *** number my husband used to access our account. I visited the local ******* store to sign up for a new wireless service and asked that my phone number be transported to ******* from T-Mobile. I was advised that I would have to go to a T-Mobile store, present my husband's death certificate, and that T-Mobile would then give me a *** number that ******* could use to transport my phone number from T-Mobile to *******. I visited the local T-Mobile corporate store today, told them what I needed, gave them a copy of my husband's death certificate, and got nothing but the runaround. I was told I had to do this or that, call here or there, etc., etc., etc. . . . blah, blah, blah. All I want to do is get the T-Mobile account closed and have my phone number transported over to *******, which has the best service in the area in which I live.
Business Response
Date: 08/01/2022
August 1, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************,Ste 200
*****, ** *****

Re: *******************************
T-Mobile Account Holder: **************************
Your File No. 17595859
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 20, 2022,regarding the above-referenced account. Please note that ************************** is listed as the account holder of record, and he designated ******************************* as an authorized user.

********************** expresses its sincere condolences regarding the passing of **************************. We understand that this is a difficult time for ****************, and we appreciate the opportunity to be able to assist her with the port of her service. Please be assured that T-Mobile strives to provide an Un-carrier experience 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 Ms. ******* interaction with her Team of Experts (TEX) and at her retail location.

On July 15, 2022, pursuant to Ms. ******* request, the line ending in **** was scheduled to be canceled effective on August 4, 2022. On July 19, 2022, *************** spoke with her Team of Experts (TEX) to report the passing of the ************************** and was referred to a T-Mobile retail location to provide proper documentation for further assistance. Regrettably, we have no record of any account access at a retail location. We appreciate **************** providing your agency with Mr. ******* certificate of death. Typically, when an account holder is deceased,proof of death is required to allow any changes.

Please be advised that the arrangement to transfer a mobile number is made directly with Ms. ******* new wireless service provider and not with T-Mobile whose only involvement in this transaction is to cancel the mobile numbers after Ms. ******* new wireless service provider takes control of them. Number portability is to meet certain requirements including having matching information pertaining to the billing responsible party and providing the Personal Identification Number (PIN) listed on the account to the new wireless service provider and a Temporary Port Out Pin (****) to successfully complete the port request. A **** may be generated with our ********************** for surviving authorized users.

On July 28, 2022, and July 29, 2022, our office attempted to reach ****************, however our contact attempts were unsuccessful. Nonetheless, pursuant to Mr.******* request, the line ending in **** was canceled July 29, 2022, and we advised **************** via voicemail, the line ending in **** remained active as it has an open port request. **************** must contact the service provider she is porting the line ending in **** to stop the port request as T-Mobile systematically is unable to complete a cancellation on a line with an open port request. Alternatively, **************** may contact our TEX to receive assistance with the **** to complete her port out request. We regret any inconvenience to ***************. Should **************** need further assistance, she may reach our office at ************.

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 ********

Aika *******
Executive Response
Initial Complaint
Date:07/20/2022
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.
On 3/28/22 I visited a TMobile store to complete migration process from the Sprint network due to corporate buyout/merger.I was to receive a free device upgrade without trade-in required because my previous device was paid-off and outdated technology and to continue paying the same rate as I did with Sprint, approx. $75 per month.There was also $40 activation fee I feel should have been waived at the time and refunded at this time because it was not the fault of I or any other Sprint customers TMobile bought the company and changed the network thus requiring an equipment upgrade.While in the store I also purchased a screen protector for $39.99.My total expense during that store visit for the two approx. $40ea. items should have been a combined grand total including tax around $85.My first issue is upon looking at my bank statement it showed they were completed in two seperate transactions instead totalling $105.58, for some reason.Upon receiving my first ****, I noticed several incorrect details, some of which have already been addressed.My second and third issues are I have however since continued to be billed $90 for what should be $75, and they remain attempting to charge me for the "free" device.The information in their system is incorrect, I tell them it's incorrect, and they fail to change it...hmm, it's almost like they have a financially gainful incentive to keep it incorrect.My service is currently suspended, because I have made multiple unsuccessful attempts to resolve the issue via in-store and online customer service, and am not paying them another ***** until they do.For time period 3/28/22-6/28/22 I should have accrued a total of approx. $225, which I have paid $166.33 towards (one payment of $73.94 and one of $92.39) leaving a past due balance of approx. $59.With the pending **** for 6/28-7/28, my total current balance should be approx. $135, not the $254 it currently states.
Business Response
Date: 08/01/2022
August 1, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************,Ste 200
*****, ** *****

Re: ***************************
Your File No. 17594483
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 20, 2022,regarding the above-referenced account.

We regret hearing of Mr. *********** concerns regarding his service, and we appreciate the opportunity to respond. Our records confirm, on March 28, 2022, *********************** migrated his service from Sprint to T-Mobile and subscribed to the Magenta *** rate plan billed at a monthly cost of $90.00 with the line ending in 9486. Please note that for customers migrating their service from Sprint to T-Mobile, we encourage customer to purchase new equipment to take full advantage of the functionalities and benefits of our service. At the time of migration, *********************** qualified and took advantage of our Equipment Installment Plan (***)financing program with the purchase of a ******* Galaxy S21 FE 5G 128GB handset. At the time of purchase, no down payment was required, yet ************************ remitted payment for the sales tax on the full cost of the handset of $42.00, and for a ******* 25W travel adapter and sales taxes of $21.19, totaling $63.19 and agreed to 24-monthly installments of $29.17. Additional our records confirm, on March 28, 2022, ************************ purchased a ******* Galaxy S21 FE Temp Glass screen protector at a cost of $42.39 with full payment remitted at the time of purchase. Total payments remitted to T-Mobile on March 28, 2021, totaled $105.58. The above *** is enrolled in the 2021 Upgrade P9 promotion, under which the account is eligible to receive 24-monthly recurring device credits (RDC) of $8.34, while meeting eligible criteria. A review of the account confirms ************************ has been billed in accordance with his selected services and equipment purchase.

Please be assured that T-Mobile strives to provide a world- class Un-Carrier experience 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 ************************ interaction in-store and we appreciate the feedback provided.

The most recent billing statement dated June 29, 2022, reflected a balance of $231.00 which was due by July 21, 2022. This balance includes past due charges for monthly recurring charges, *** monthly installments, and late fee for the service period of May 29, 2022, and June 28, 2022. It also included the monthly recurring charges, *** monthly installments, late fees, and applicable taxes for the service period of June 29, 2022, and July 28, 2022.

On July 29, 2022, upon receipt of Mr. *********** correspondence from your office, T-Mobile completed a rate plan change to the Magenta rate plan billed at $75.00 monthly. Additionally, T-Mobile issued a credit to the account of $126.00 for the rate plan price difference since the time of the migration, late fees and *** installments billed, updating the account balance to $105.00. As a courtesy to ************************, T-Mobile manually closed the *** for the ******* Galaxy S21 FE 5G 128GB handset. The ******* Galaxy S21 FE 5G 128GB handset is now fully paid-off and owned by ************************. We appreciate Mr. *********** willingness 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 ********

Aika *******
Executive Response
Initial Complaint
Date:07/20/2022
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.
They have been charging for a Iphone watch wearable item that has not been service since 2018, was called multiple times regarding of this situation but they continued charging for the item. Then the last person spoke to was trying to give a credit of $50 but they have been charging $10+taxes every month since 2018. They said they were going to look into it and did not heard from them. I am only able to provide since last year phone bills.
Business Response
Date: 08/02/2022
August 2, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: *******************************
Your File No. 17595737
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 20, 2022, regarding the above-referenced account.

T-Mobile regrets any billing concerns **************** has experienced, and we appreciate the opportunity to respond. T-Mobile records indicate that on April 4, 2018, **************** activated DIGITS line of service ending in **** on the DIGITS Apple Watch rate plan for $10.00 monthly with AutoPay.

T-Mobile records confirm on May 27, 2022, the above-mentioned line of service was cancelled. Please be advised within T-Mobiles Terms and Conditions, customers are advised they are to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges.

Nevertheless, to resolve this matter, on July 29, 2022, T-Mobile issued a credit of $500.00 to the above-referenced account for monthly access charges from the time of activation of the above-mentioned line of service through the time of cancelation. ****************** account remains active with a credit balance of $500.00. We sincerely 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: 08/02/2022

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:07/20/2022
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.
It came to my attention in May that T-Mobile had been automatically removing $85 from my bank account for the last year despite my having closed service with them a year ago. I have an email from T-Mobile verifying that service was closed and that they would no longer be sending me invoices. After many attempts to explain the situation and find someone with the authority to help me, a customer service person at ********************** closed the account and verified that I would be receiving a refund of $1,055.18 via an electronic check. After a month of waiting ( I was told by a different T-Mobile customer service rep that I had to wait for the billing cycle to finish), I contacted T-Mobile and was told that my refund had been sent to my account. I called my bank with the T-Mobile representative on the line and was told by my bank that the funds were never received from T-Mobile. My bank tried to verify that the account the funds were sent to was the correct one but the service rep said that she did not have access to that information. It has been very difficult working with T-Mobile and it always seems like one reps ******** says something different from another.
Business Response
Date: 08/01/2022
August 1, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: *********************
Your File No. 17594923
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 20, 2022, regarding the above-referenced account.

T-Mobile regrets any concerns to ************** regarding monthly account charges and we appreciate the opportunity to assist him. Please note, ************** purchased the items below on an Equipment Installment Plan (***):

On July 12, 2020, ************** purchased a ******* Galaxy A10e handset for mobile line ending in **** on an *** and agreed to 23-monthly installments in the amount of $8.34 with the 24th and final installment being $8.18. ************** qualified for our 2021 Smartphone Activate P5 promotion and began receiving monthly credits in the amount of $8.34 towards the *** above, updating the monthly installments to zero.
On July 12, 2020, ************** purchased a ******* Galaxy A71 handset on an *** and agreed to 24-monthly installments in the amount of $25.00. ************** qualified for our 2020 ******* Activate Promo 4 promotion and began receiving monthly credits in the amount of $12.50 towards the *** above updating the monthly installments to $12.50.
On March 12, 2021, ************** purchased an Apple iPhone 11 handset on an *** and agreed to 24-monthly installments in the amount of $25.00. ************** qualified for our 2021 Apple Activate P2 promotion and began receiving monthly credits in the amount of $12.50 towards the *** above updating the monthly installments to $12.50.

On July 10, 2021, ************** ported out his mobile numbers ending in **** and **** to another service provider. As a result of mobile number ending in **** being cancelled, he was unenrolled from the ******* Galaxy A10e handset 2021 Smartphone Activate P5 promotion. As such, monthly *** charges in the amount of $8.34 started on the billing statement dated August 13, 2021. Our records show that ************** still had two active voice lines ending in **** and **** on the account after he ported out the number mentioned above. Unfortunately, we have no record of a cancellation request for the remaining voice numbers, and as a result, ************** continued to be billed monthly for these lines. T-Mobile regrets any inconvenience to **************.

A billing statement dated July 13, 2021, generated in the amount of $153.46. The billing statement included prorated Magenta rate plan charges for two mobile lines totaling $118.83, monthly *** in the amount of $25.00, and Protection 360 charges for mobile line ending in **** in the amount of $9.63 for the billing period of June 13, 2021, through July 12, 2021. As ************** was subscribed to our **************** on August 3, 2021, the amount of $153.46 was debited from his payment method on file.

A billing statement dated August 13, 2021, generated in the amount of $162.97. The billing statement included Magenta rate plan charges totaling the amount of $120.00, monthly *** in the amount of $33.34, and Protection 360 charges for mobile line ending in **** in the amount of $9.63 July 13, 2021, for the billing period of July 13, 2021, through August 12, 2021. As ************** was subscribed to our **************** on September 3, 2021, the amount of $162.97 was debited from his payment method on file.

Please note, from October 3, 2021, through June 3, 2022, ************** was debited via AutoPay the amount of $162.97 each month for the billing periods that ran from August 13, 2021, through June 12, 2022.

On June 17, 2022, in an effort to amicably resolve this matter, our office closed out the remaining Apple iPhone 11 *** balance in the amount of $224.99, cancelled mobile lines ending in **** and ****, and issued ************** a refund in the amount of $1056.00 to the bank information he provided our office. ************** was estimated to receive the refund within three business days of the above date. Unfortunately, ************** indicated that he did not receive the refund. As of July 22, 2022, our office has been in communication with ************** while the missing refund is being investigated by our Payment Operations team. As of the date of this letter, the investigation has not been completed. Our office will continue to work with ************** until this matter is resolved. It is important to note that the account remains closed with a zero balance.

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.

***** Rivas
Executive Response

Customer Answer
Date: 08/01/2022

Complaint: 17594923

I am rejecting this response because: I have been cooperative and it is now two months and I have still not received my refund.
USAA provided me a letter showing that they did not receive the funds and I was asked by T-Mobile to submit an unaltered bank record showing that the funds did not hit the account. I submitted everything to T-Mobile and they still have not sent a refund. As for the cancelled plan, I have an email confirming my account was cancelled. In addition, my internet login ID was deleted by the customer service rep and I had not received any billing information via paper nor via email since. I will not be closing this complaint while the "investigation" continues and T-Mobile continues to hold my funds.

Sincerely,

*********************
Business Response
Date: 08/12/2022
August 12,2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************,Ste 200
*****, ** *****

Re:      *********************
Your File No. 17594923
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 1, 2022, regarding the above-referenced account.

T-Mobile regrets Mr. ****** continued concerns and we appreciate the opportunity to respond. Records reflect that as of July 12, 2020, the account was enrolled to our ************************** which provides alerts to our customers by text when a new billing statement generates. While the account is active, customers can log into their T-Mobile profile to review the billing statement and remit payments among many other self-help options. It is important to note that each line of service has the potential to register online at T-Mobile.com to gain access to their own and the account information. The permission to view account information is set up by the primary account holder. Although, ************** cancelled his lines ending **** and **** on July 10, 2021, when he ported them to a new service provider, the account remained active with the lines of service ending in **** and ****. As such, the account remained enrolled in Paperless Billing with online access only available to the remaining lines of service.

On June 16, 2022, when the mobile numbers ending in **** and **** were cancelled, Paperless Billing was removed, and the account was changed to receive a paper **** by our department. By default, billing statements were set to be sent to Mr. ****** billing address on file. T-Mobile regrets any inconvenience to ************* if he did not receive the physical billing statements.

As previously mentioned, on June 17, 2022, our office issued ************** a refund in the amount of $1,056.00 to the bank information he provided our office. ************** was estimated to receive the refund within three business days of the above date. Unfortunately, ************** indicated that he did not receive the refund. On July 22, 2022, our office contacted our Payment Operations team to investigate the missing refund in the amount of $1,056.00. On August 3, 2022, our Payment Operations team indicated that after review, the refund in the amount of $1,056.00 was successfully sent to the bank account ************** provided and was deposited to the bank on June 23, 2022. Our Payment Operations team requested that ************** provide an unaltered running bank statement from June 1, 2022, through June 30, 2022, for further review. On August 5, 2022, our office spoke with ************** and provided him with the information above and advised him that an unaltered running bank statement from June 1, 2022, through June 30, 2022, will be needed for further review. According to the account documentation, ************* indicated that he would provide the requested bank statement. Upon receipt, our office will continue to work with ************** until this matter is resolved.

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: 08/19/2022

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. They paid me my money.

Sincerely,

*********************
Initial Complaint
Date:07/20/2022
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.
T MOBILE COMPLAINT On or about April 2022 I purchased a ************* phone in a local T-Mobile store in ********* **. At the end of May, my phone felt and the screen broke. I call the insurance company to request a phone replacement. They approved my request; however, the phone was not delivery on time, more than nine days elapsed since request was approved. Meanwhile, I decided to purchase another due to the fact that I was traveling outside the USA. I went back to the same store and I explained the issue that I was having. One of representative recommended to purchase a OnePlus Nord N20 5G and explained to me that because my other phone (Galaxy A32) was paid off, I can call T-Mobile to unlock the phone and I can used it with any Sim card when I trave again. I call T-Mobile on June 11, 2022 to request unlock the phone that I received as replacement, more than a month had passed and I am still waiting for the phone o be unlocked. Today I return to the same T-Mobile store to explain that I had contact T-Mobile customer services, more that ten times and they have not be able to solve the issue of unlocking the phone. I was really disappointed with the answer that I received from the store supervisor, that was noting that they can to do to give a solution to issue and that I have to wait for 45 days before anything can be done. I believe it is an unfair that I have to wait more than two months to solve an issue that can be completed in no more than one or two days. T-Mobile is abusing its power against customer like me. My phone is completed paid off and I am requesting to be unlock. Sincerely yours,***************************
Business Response
Date: 08/08/2022

August 8, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: *************************
Your File No. 17576501

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 26, 2022, regarding the above-referenced account. Regretfully, with the information provided, we have been able to locate an account for ******************. Additionally, we have made attempt to reach ******************, which have proven unsuccessful. As such, T-Mobile will make every effort to address ******************** concerns within this letter.

T-Mobile regrets to hear of ******************** concerns, and we appreciate the opportunity to respond. Please be advised that one of the requirements to complete a Mobile Device Unlock (***) request is that the device be used on the network at least 40 days. If ******************** device has not been utilized for at least 40 days on our network, then an *** request would not be honored. However, in an effort to amicably resolve the matter, we will unlock ******************** device. To do so, T-Mobile will need additional information from ******************, and request he 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
Initial Complaint
Date:07/20/2022
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.
On 6/20/2022 me and my family went into the T-mobile store to get new phones and plans. We went into the '*************************************************************************** 28208-5664' The representative Khalil helped ** and we all got new phones. He told us and showed us that our **** would be $163.00 a month for the Magenta plan. This was with insurance included. We asked the employee several times if this information and amount is correct per month and he said several times that it was. On 7/12/2022 the account was charged $197.66 which is not what we were told. We went into the original store to try and resolve this issue, and was told by the manager that it was not his issue to resolve since the employee was now working at a different location. We then traveled several times to this location to resolve this issue and the rep was never there. We were told the manager was not there and when they got back they would give us a call which we never recieved. The last time we went in we asked for a number to the company to express our concerns and complaints and they told us that there was not any number to call so we could do so. We have tried exhaustingly to resolve this issue locally with several T-mobile stores with no success. A request refund for the extra that was paid on 7/12/2022 and just would like for our **** to be as we were told which was $163.00 Not anything more or less. Trans:4676
Business Response
Date: 08/02/2022
August 2, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: ****** Lopez
Your File No. 17594328
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 20, 2022, regarding the above-referenced account.

T-Mobile regrets any inconvenience ************** experienced regarding his monthly recurring charges, and we appreciate the opportunity to address his concerns. T-Mobile records reflect that ************** activated the above-referenced account on June 20, 2022, with three voice lines which were subscribed to a T-Mobile Magenta *** taxes inclusive unlimited talk, text, and data rate plan for $150.00 per month on the first two voice lines ending in **** and ****. The third voice line ending in **** was enrolled in a monthly Add-a-Line fee in the amount of $35.00 per month. All three lines were also enrolled in an optional Protection <360> handset protection feature for $9.00 per month per line. Please note that ************** account is eligible for a $5.00 credit per paid voice line of service when enrolled in T-Mobiles AutoPay benefit.

************** voice line ending in **** qualified for T-Mobiles 2022 Line On Us P2 promotion. Please note for a limited time starting on January 13, 2022, customers like ************** activating at least three voice lines on select Essentials, Magenta, Magenta **** Business ********* Select, Business ********* Advanced, Business ********* Ultimate (2-5), or Business ********* Ultimate+ (2-5) rate plans will receive one voice line free up to a $45.00 credit via monthly **** credits. As such, ************** receives a monthly credit in the amount of $35.00.

************** also qualified for and took advantage of T-Mobiles Equipment Installment Plan (***) on June 20, 2022, with the purchase of two TCL Stylus 5G 128GB handsets associated with the mobile numbers ending in **** and **** for a total purchase price of $258.00 per handset. ************** was not required to remit a down payment on either handset but agreed to ************************** the amount of $10.75 per handset. Please note, for a limited starting on April 7, 2022, customers like ************** could get a free smartphone up to $300.00 via monthly Recurring Device Credits (RDC) when purchasing it on *** and with the activation of a new line of service on any voice rate plan. As ************** met the promotional requirements, he was enrolled in the Affordable Smartphone on Us with New Line Activation promotion and enrolled in 24 monthly RDCs of $10.75 per handset.

************** also elected to purchase a ********************** Galaxy A03s 5G handset associated with the mobile number ending in **** for a total purchase price or $168.00. ************** was not required to remit a down payment but agreed to ************************** the amount of $7.00. ************** also purchased four accessories including a case and screen protector for the ******* A03s and TCL Stylus 5G handsets, which had a monthly *** amount of $11.68 per month over 12 months. Please note that it may take 1-2 billing cycles to reflect the appropriate monthly credits.

Please note, prior to the completion of an *** order, customers must provide an Electronic Signature (eSignature) which allows T-Mobile to electronically capture their acceptance of the *** Terms and Conditions. Additionally, as of the time of ************** purchase of the above-referenced handsets and accessories, T-Mobile provided a 14-day return period which allowed ************** to use the equipment to see if it meets his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable equipment financing agreement entered at the time of the original purchase. Unfortunately, this return period has since expired.

************** billing statement dated June 21, 2022, reflected a total balance in the amount of $197.66, which included monthly recurring charges and *** and was due on July 13, 2022. Please note ************** account was enrolled in AutoPay on July 9, 2022. 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. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. As ************** authorized AutoPay, it is T-Mobiles position that the payment in the amount of $197.66 debited on July 11, 2022, was authorized. A credit was applied in the amount of $27.00 by ************** Team of Experts (TEX) on July 16, 2022, which resulted in a credit balance forward of $27.00 on ************** account.

************** billing statement dated July 21, 2022, reflected a total balance in the amount of $165.66 after ************** balance forward in the amount of $27.00. These charges are due on August 13, 2022. T-Mobile considers these charges valid and owed and it is our position that ************** was billed in accordance with the services he subscribes to and equipment he purchased. We regret any inconvenience to **************.

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 ************** contact with our retail location.

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.

****** Sanchez
Executive Response
Initial Complaint
Date:07/20/2022
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.
A 15+ Year customer. Cannot call / text / receive text / receive calls. This has happened over a 3 month period if not longer. If I am connected to wi-fi it is the only time service is able to be used on the phone. I go between 1 - 2 bars. I'm paying for a monthly service and have never been delinquent on my account. I have contacted them through the *** with a promise of Engineers looking into the issue but no resolve in sight as of yet. However, still being billed for the service that they aren't delivering.
Business Response
Date: 08/01/2022

August 1, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: ***********************
T-Mobile Account Holder: **************************
Your File No. 17594463
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 2, 2022, regarding the above-referenced account.

We regret hearing of ****************** concerns regarding his service, and we appreciate the opportunity to respond. Our records confirm that on December 5, 2006, **************** activated the above-referenced account and is currently subscribed to our retired Simple Choice Family Unlimited Talk, Text, and Data Four Lines Included rate plan billed at an overall monthly cost of $120.00 plus applicable taxes with the lines ending in ****, ****, ****, ****, ****, 9275. The account is also subscribed to Family Allowances at a monthly cost of $5.00.

T-Mobile is always working to improve its coverage, and we regret any service issues **************** *** have experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that *** interfere with actual service, quality, and availability. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which *** vary from location to location and *** change without notice. T-Mobile has reviewed the billing address associated with the account and confirmed this location is in a 4G LTE and 5G in-commercial coverage with compatible devices. We further confirmed, however, that this area reflects local site issues since June 28, 2022, and current maintenance is in progress. T-Mobile is aware of the situation and is engaged in working toward a resolution.

It should be noted that we have no record of **************** contacting us with concerns regarding his service prior to the correspondence received from your office. It is important that if customers experience any difficulties with the service, that they provide Team of Experts (TEX) details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments. On July 7, 2022, T-Mobile issued a one-time courtesy credit of $50.00 towards the balance owed, reducing the balance to $106.02, yet no troubleshooting was completed.
To amicably resolve this matter, on August 1, 2022, an additional courtesy **** credit of $50.00 was issued to the account, reducing the balance owed to $106.26. We ask that should **************** continue to experience service concerns he contact his TEX at ************ for assistance. Should **************** wish to change his rate plan, he *** contact his TEX or visit https://www.t-mobile.com/cell-phone-plans to review our current rate plan offerings. 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.

Aika *******
Executive Response
Customer Answer
Date: 08/08/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is still unsatisfactory to me. I live in a major city and to simply state that you cannot "guarantee coverage" is ridiculous. You merged with Sprint. While I accept the $50 change in my ****; it still doesn't not correct the situation. I am still operating at 2 bars in a major city and they don't care! They are doing nothing to rectify the situation. I could understand it if I lived in ******** but I don't. It's all about the bottom line for them and not about service to the company.

Sincerely,

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

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T-Mobile USA, Inc. is NOT a BBB Accredited Business.