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.

  3181 W Shaw Ave Ste A Fresno, CA 93711-3210

• 

  T-Mobile USA, Inc.

  870 W El Monte Way Ste J Dinuba, CA 93618-3539

• 

  T-Mobile

  6501 Grape Rd Mishawaka, IN 46545-1007

• 

  T-Mobile USA, Inc.

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

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: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 have been a customer for at least 20 years! I have never complained, always paid my ****. I paid for a phone I bought for my 92 year old father (who promptly lost it... but I still paid for it). Over the years they have insisted on more and more ridiculous security measures and I was never able to remember any of them. But I was a customer, they notated my account, I would call and it would all get straightened out. Since they merged with ************** has just gone down hill. It's kind of funny but I left Sprint for T-Mobile because I hated Sprint. But I did have to leave T-***** for a deal on a phone/line which they could not match. Which is fine, I am happy. However they canceled my on-line account the day I stopped service with them. NOW THEY WANT PAYMENT. Great, how do I do that. I call and all I get told is I have to give them a pin which I never had (as noted in my account) or go into a T-mobile store. Doesn't matter that I am elderly, two knee braces, in need of surgery for the knees and my shoulder and I don't have kids or anyone to help me. I can't go to a t-mobile store and the idiots deleted my account!! i can't pay by phone, i can't pay by credit card, i can't go on-line..... IS THIS WHY THERE ARE SO MANY, MANY collection accounts for mobile service providers? what in the world. i have closed credit cards, moved apartments, transferred utilities, never has an account been closed before final payment. It has to be the dumbest thing i ever heard of. i owe a whopping $45. How would you like me to pay it? Crawl to my nearest t-mobile store? I had misgivings before but now I am so glad I switched carriers.

  Business Response

  Date: 07/26/2022

  July 26, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************
  Your File No. 17594054
  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 that our service did not meet Ms. ****** needs, and we welcome the opportunity to respond to her concerns.  Records reflect that on June 20, 2022, ************** cancelled her account when she ported her number to another wireless service provider.  Please be advised that once an account is cancelled, customers no longer have access to their online account.  At the time of cancellation, the balance remaining on the account was $49.00.
  
  Please note T-Mobile takes account security seriously.  T-Mobiles account verification policy states that if an account has a PIN/passcode, it is the first piece of information that is requested by Team of Experts (TEX) to gain access to the account.  If a customer does not remember their PIN/passcode, they can change their PIN/passcode by receiving and verifying a one-time PIN that is sent to their ********************** handset.  Because Ms. ****** account is canceled, she is unable to receive the one-time PIN, and must visit a ********************** retail location with a government issued identification to reset the account password before access can be granted.
  
  On July 25, 2022, T-Mobile collected payment from ************** for $36.13, and credited the remaining $12.64.  The account remains closed with a zero balance.  We regret any inconvenience to **************.
  
  Based on the foregoing, we respectfully request this complaint 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: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 switched over to tmobile from ******* wireless. I was told by the sales rep ***** at the store located at ************************************************************************************************* That all that was needed to be reimbursed for paying off my phone was screenshots of me paying off the phone. I provided these screen shots to tmobile and they refused to pay off my phones. I then provided a picture of the **** with the phone payment agreement and tmobile denied it again. They keep giving me the run around. I've submitted the claim multiple times and one minute it's approved and now they're saying it's not. I've submitted 5 4 claims with already and none have been completed and paid.One of my claim says its being denied because my account is not in good standing, but we just got the account so I'm not sure how it's not in good standing. I have almost $1000 dollars sitting on my credit card for over a month because of this run around. The sales rep also told me it would take 3 to 5 business days to get my virtual debit card.It took 2 days to even get service with this company. I sat in the store waiting for hours. The sales rep ***** had to be contacted multiple times just to get the information I needed to submit a reimbursement. I also am not receiving the ******* with is supposed to come with my service. I'm about to *** tmobile if I don't get my reimbursement.

  Business Response

  Date: 07/27/2022

  July 27, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***************************
  Your File No. 17593919
  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 would like to welcome ****************** to the Un-carrier family, and we appreciate the opportunity to respond to her concerns.  Please be advised that our Keep and Switch promotion, which began on June 11, 2020, and is for a limited time, offered customers from select carriers who port to T-Mobile to keep their eligible device and we will reimburse them for their remaining device payment plan, up to $800.00, via a virtual prepaid card.  
   
  T-Mobile records reflect that ****************** submitted for reimbursement for one device on July 5, 2022, and for a second device on July 8, 2022.  Both these submissions were denied as the documentation required was not provided.  On July 13, 2022, one submission was re-reviewed after receiving additional documentation, and the submission was approved, and a card was sent.  On July 25, 2022, a re-review began on the second submission after receiving additional documentation, and is currently pending, once reviewed, a card should be sent.
  
  However, the cards being issued are for $379.08 each, and ****************** has supplied documentation to our office that the balance owed on the devices was $464.60 each.  As such, on July 27, 2022, a card was issued to ****************** for the difference of $171.04.
  
  Finally, T-Mobile records confirm that on July 21, 2022, ****************** successfully enrolled in our ******* on Us promotion.  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: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.

  TMobile is going to send $175.49 **** to collections unless paid n full. TMOBILE canceled my contract, after THEY couldn't honor it! I paid my **** every month for their ****************** that I signed up for. There was alot of trouble in the beginning with internet- bad reception! Phone was 'acceptable', TMOBILE uses other company towers if reception is bad, called Domestic Roaming. We tried a booster, even their 'Gateway'- didnt work, so I stayed with ******. Almost 1 year later THEY canceled my service- because of too much "Domestic Roaming"! 90% of all calls are from home, on Disability and hardly leave! When I received cancelation I called right away. I understood, but I was given a "FREE PHONE" when I signed up. I called to make sure my debit card wouldn't be charged the remaining balance of my FREE PHONE, and wanted to know where to send it back. Operator was very nice, hour later was told **not worry about cutoff date- took date out to give time finding new carrier, **keep phone- for all troubles in the year with them, and I was **paid in full. He even guided me thru process of unlocking my phone to transfer services! Phone was disconnected anyway, couldn't switch services to that phone, had to buy another one. TMOBILE then even turned phone back on to transer number, said everything was fine then too! Then $164 charged on debit card, balance on FREE phone. I told the bank, they credited my account, and filed dispute against TMobile. I've tried to talk to a manager, 2 hours on hold, transferred 4 times in one call, hung up on.. I was also told if I sent the phone back, I still have to pay balance on FREE PHONE- given on condition I stay under a contract with TMobile- which THEY CANCELED, because THEY COULDN'T PROVIDE SERVICE! I found the date I was told to keep the phone! They record conversations. They don't care! Please let me know if there's anything I can do, can't afford this too and I didn't do anything wrong. Thank you, *****

  Business Response

  Date: 07/27/2022

  July 27, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ********* Bouska 
  Your File No. 17491193 
  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 and we appreciate the opportunity to address her concerns. Prior to its cancellation, Ms. ******* account was active with one line of service and was subscribed to the Essentials 55+ rate plan at $45.00 per month plus tax.  **************** also subscribed to the optional *************** which automatically removed funds from Ms. ******* chosen payment method, bank account or credit card, and applied the funds to their account as a payment two days before the **** due date.  Please note, cancelling an account does not automatically cancel AutoPay, and it must be cancelled separately upon the customers request.
  
  On February 4, 2021, **************** took advantage of our Equipment Installment Plan (EIP) to purchase a OnePlus Nord N10 device priced at $299.99 and agreed to 24 monthly installments of $12.50 each.  However, **************** purchase qualified and received the benefit of the 2021 OnePlus Activate P3 offer which stipulated from January 15, through February 11, 2021, customer could get a free OnePlus Nord N10 device when they activated a new voice line on any rate plan and purchased on EIP in the form of monthly devices credits.  It is important to note, if a customer has an open EIP and the account is cancelled, any promotional offers are forfeited and the remaining open EIP balance on the cancelled account is accelerated and becomes due with the final billing statement.  
  
  A review of Ms. ******* account show Ms. ******* billing address is located in an area in which only domestic roaming partners and not by T-Mobile coverage which was considered an Extremer Roamer Reduction (***) account.  *** accounts have at least one line that's domestically or internationally roaming off the T-Mobile network, with usage greater than 50% for three months. T-Mobile notifies these customers to inform them of a data block being added to their account or termination of their service for violation of T-Mobile's Terms & Conditions. 
  
  Further review confirms that on October 15, 2022, Ms. ******* line of service ending in **** was sent an *** text message notification on another and November 17, 2021, explaining possible cancellation of service may occur if the usage continued to be out of T-Mobile network. Regretfully, on December 14, 2021, as the usage patterns continued, Ms. ******* account was cancelled under the *** process.
  
  On December 30, 2021, **************** contacted our Team of Experts (TEX) regarding her concerns with the account cancellation. In an effort to resolve Ms. ******* concerns, T-Mobile provided a 4G LTE Cellspot device at no cost. On January 7, 2022, **************** contacted TEX to receive assistance with setting up the 4G LTE Cellspot device at which point, she was advised that the device will not work at her billing address as there is no T-Mobile coverage in her area, only through roaming partners. 
  
  On January 18, 2022, **************** cancelled her account by porting out her number to another service provider.  As such, a final billing statement was produced in the amount of $165.49, which included the final prorated monthly recurring charges of $3.00 and the accelerated EIP charges of $162.49, and it was due on February 23, 2022, for automatic draft through AutoPay, which was processed accordingly.  
  
  On March 1, 2022, Ms. ******* financial institution returned the payment of $165.49 to T-Mobile unpaid and as such, a $20.00 returned payment fee was assessed updating the balance of $175.49.  ************* Ms. ******* account was unsubscribed from the *************** automatically. Regretfully, on June 5, 2022, as Ms. ******* account remained past due, it was referred to a third-party collection agency to collect on the balances owed.  Please note, note, a collection fee of $9.27 was assessed to Ms. ******* account updating the balance to $184.76.
  
  Nonetheless, in an effort to amicably resolve Ms. ******* concerns, on July 25, 2022, T-Mobile issued a courtesy credit of $175.49 which subsequently also removed the collection fees of $9.27 leavng Mr. ******* account with a zero balance.  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 her credit report.  Ms. ******* account remains cancelled with a zero balance.  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: 08/26/2022

  Hi, sorry it took me so long to respond.  TMOBILE did reach out and informed me they were taking care of the bill for the phone, and my account would register $0. Included was calling credit collection agency to stop collections and delete records on my credit report. They also sent me a debit card for $9.26, for over payment! 'm very happy with the results from BBB!!!  Thank you, thank you!!! *****

   

  Sent from my ******** ******* Galaxy smartphone

• 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 have contacted T-mobile weekly on continual issues. We opened service with T-Mobile in my name because my husband is military the account was supposed to be placed in his name. I was told I need to close the original account and transfer the account to my husband name. Which we did. Along with all the phones were transferred. I also turned in my old phone to take advantage of the incentive of "free phones". I am still be charged over $2000 for phones that were supposed to be free. Also, the phones are under my husbands name in which he is paying. T-Mobile has withdrawn money from my checking account eventually puts the money back but turns me over to the credit bureau for non-payment. I need help either canceling service or someone reads the actual notes on the T-Mobile account. I do not owe any money. I am tired of being jerked around and the issue not resolved. I am to the point of getting an attorney involved. This cellular service has been a nightmare!!!

  Business Response

  Date: 07/26/2022

  July 26, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *********************
  Your File No. 17593633
  T-Mobile Account No. ********* and *********
   
  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 be advised that T-Mobile records reflect the account holder of record for account ending in **** is *********************, and that the account holder of record for the account ending in **** is ***********************.   For the account ending in ****, ********************* has been designated as an authorized user.
  
  ********************** regrets to hear of Ms. ******* concerns, and we appreciate the opportunity to respond.  T-Mobile records reflect the account ending in **** was cancelled on May 16, 2022, when a Change or Responsibility (COR) was completed to move the mobile numbers to a new account in the name of ***********************.  At that time, the Equipment Installment Plans (***) were not moved to the new account.  Accordingly, as the account was cancelled, the *** balance of $2,199.97, was accelerated and posted to the final billing statement.  On July 10, 2022, payment was remitted to this account for $2,119.64.  On July 12, 2022, a refund was issued for $2,119.64, as the **** were moved to the new account.  
  
  On April 19, 2022, two Apple iPhone handsets were purchased on *** on the account ending in ****, which were later moved to the account ending in ****, and participated in our 2022 Apple Trade P5 promotion.  This promotion was from February 4, 2022, through April 20, 2022, and offered and Apple iPhone 12 or 13 handset on us, up to $800.00, via a one-time trade-in credit and recurring device credits (RDC), when purchasing on ***, trading in a qualifying handset, and activating a new voice line.  For one of the devices traded in, immediate credit was issued for $120.00, thus the RDCs would total $680.00 to be credited over 24 months.  For the other device traded in, immediate credit was issued for $180.00, thus the RDCs would total $620.00.  These trade-in credits were first applied to the required down payment at the time of purchase and the remaining amount was credited to the account.  Upon review, the RDCs are being applied accurately.
   
  However, on July 26, 2020, as a gesture of goodwill, T-Mobile closed and credited the **** associated with these two handsets.  Accordingly, RDCs will no longer be necessary to honor the promotion, which will now exceed the original offer amount.  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: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.

  T mobile committed to work perks at 15 percent. I called to get this added when originally started service. Since than didnt realize I was not getting it. I have been calling for months no resolution. I have sent very important employment information that is sitting on their chat with everyone to see . I am being advised differently by agents. I have been promised that all I need to do was give them employment information and verify start date, completed that. I was told to upgrade my plan I did that. Now Im being told to add a third line. It doesnt say anything about adding a new line as an existing customer. I feel so discouraged and extremely upset. No supervisors are calling me back or explaining the process for existing customers. I have been calling for months and just received work perks phone number on 07-17-2022.

  Business Response

  Date: 08/01/2022

  August 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:      Dottiana *******
  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 is pleased to inform you that upon speaking with ******************, she confirmed her concern has been resolved to her satisfaction.
  
  T-Mobile regrets any concerns ****************** has regarding the account and we appreciate the opportunity to address this matter.   On October 14, 2021, ****************** activated the account and had one voice line of service with the mobile number ending in 9273.  ****************** subscribed to the Magenta Voice rate plan at a cost of $75.00 per month, which included unlimited minutes, unlimited messages, and unlimited data at up to 5G speeds depending on device and network capability.
  
  ****************** is referring to the T-Mobile Work Perks offer.  From November 18, 2021, and for a limited time, new and existing customers who worked for qualifying companies or government agencies could save 15% on up to five voice lines when they chose the ***************** rate plan, added at least one voice line of service, and contacted T-Mobiles Consumer Corporate Discount line within 30-days to have the offer applied to the account at **************.  Please note customers are required to contact the Consumer Corporate Discount line prior to activating the line of service.
  
  On December 31,2021, ****************** activated a second voice line of service with the mobile number ending in **** and subscribed to the Magenta Voice rate plan at a cost of $130.00 per month, which includes two voice lines of service, unlimited minutes, unlimited messages, and unlimited data at up to 5G speeds depending on device and network capability.  Unfortunately, the Magenta Voice rate plan is not an eligible rate plan for the T-Mobile Work Perks offer, and the Consumer Corporate Discount line was not contacted within 30-days of adding the voice line of service.  Therefore, the account was not eligible for the T-Mobile Work Perks offer.
  
  On July 15, 2022,****************** changed rate plans to the ***************** rate plan at a cost of $150.00 per month, which includes two voice lines of service,unlimited minutes, unlimited messages, and unlimited data at up to 5G speeds depending on device and network capability.
  
  On July 29, 2022, as a courtesy and means to amicably resolve Ms. ******** concerns, T-Mobile offered to apply the 2021 T-Mobile Insider P1 offer discount to the account.  The 2021 T-Mobile Insider P2 offer provides eligible customers a 20% discount on the account rate plan for the lifetime of the account when subscribed to an eligible rate plan.  ****************** is subscribed to the ***************** rate plan, which is an eligible rate plan and she accepted T-Mobiles offer.  Please be advised it can take up to two **** cycles for the discount to reflect on the account.  Should ****************** have any questions regarding this matter, or the information provided, she may contact our office at the number listed below.  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
  

• 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 switched from ******* to T-Mobile a little over a month ago and was told I qualified for an $800 rebate based on their keep and switch promotion as long as I kept my same device and paid it off. I paid off the device and called to redeem my rebate however was then told I would have to unlock my old phone # with ******* which I did. I spoke to someone named Bear that as long as he could import the phone number I could keep my new number and still qualify. I am now being told that is not the case once again. I have requested a supervisor to call me back multiple times and have been told someone would within 72 hours and that has yet to happen.I would like the $800 that I was offered when setting up the service.

  Business Response

  Date: 08/01/2022

   
  August 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:       *******************************
  Your File No. 17593315
  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 would like to welcome ******************** to the Un-carrier family, and we appreciate the opportunity to respond to her concerns.  Records reflect that on June 17, 2022, ******************** activated her service with T-Mobile, and attempted to participate in our Keep and Switch promotion.
  
  Our Keep and Switch promotion began on June 11, 2020; and is for a limited time.  This promotion offers customers who port their mobile numbers from select carriers to keep their eligible handset and T-Mobile reimburses them for their remaining device payment plan, up to $800.00, via a virtual prepaid MasterCard.  As ******************** did not port her number to T-Mobile, her original submission was not fulfilled.  However, on July 20, 2022, Ms. ********* number was successfully ported to T-Mobile, and on July 23, 2022, her rebate request was resubmitted.  ******************** should allow up to 14 days to receive her card.  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 Ms. ********* interactions with our organization, and we appreciate her feedback regarding her experience.  
  
  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: 08/01/2022

   
  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. However I will add I was given conflicting information throughout the process, assured multiple times a supervisor would call me which was not the case. It is unfortunate it took me filling a BBB complaint for someone to ultimately reach out wanting to help me. 
  
  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.

  Yes sir or madam I got my phone activated November 4,2021 I get a bill.and the dates are Nov 4 - Nov 4 for $154.63 and I'm thinking to myself why am I getting a bill already so I chatted with a representative Tuesday July 19 th to see and she tells me that they billed me for Oct 2021 but I didn't get my phone activated til Nov 4 so I get to chatting and they end up putting a supervisor on the chat line at least I think it was a chat rep not sure and I have screenshots of our conversation I been trying to get someone from the cooperate office to look over my account and all I have gotten is the run around reps hanging up, if I pay my bill in April I see some payments are seen in March .BBB I really need someone to look over my case some investigating need to be done and my bill back on track cause t mobile has my bill all over the place.Im gone send u some screenshots there are alot of them. Those screenshots I sent are when I got my phone activated in November not October and 2 of them are the conversations that I had with the supervisor please help.

  Customer Answer

  Date: 07/25/2022

  T mobile still is not helping me I have acreenshots where they charged me for Nov 4 - Nov 4 and then turned around and send a bill Nov 5 I have screenshots where my payments are not honored in the month they was paid i have courtesy credits that was made and payments that wasn't subtracted from my past due amounts I also have screenshots where they say they equipment that they are looking for is in there warehouse and they won't remove the amount which got my bill.in a horrific state which is very hard to pay I got 2 May ****** have the screenshot where I got activated on 11/04/2022 not October but charging me

  Business Response

  Date: 08/01/2022

   
  August 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *******************
  Your File No. 17592132
  T-Mobile Account No. *********
   
  To Whom It *** 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 her account. On November 4, 2021, ************ activated her account with a mobile number ending in **** and enrolled the line to the Magenta *** rate plan, for a monthly cost of $90.00, taxes included. In addition, ************ activated a T-Mobile Home Internet line ending in **** and enrolled it on the T-Mobile Home Internet rate plan, for a monthly cost of $55.00. Please be advised, upon activation, ************ qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of a ******* A32 handset and handset accessories. ************ was asked to remit a down payment in the amount of $29.98 for the accessories and agreed to a series of 24-monthly installments in the amount of $11.75 for the ******* A32 handset and 12-monthly installments of $2.51 for the accessories. Please be advised, ************ qualified for the 2021 Smartphone Activate P4 promotion, and as such, the ******* A32 is eligible to receive 24-monthly credits of $11.75, making if free after 24-months. Additionally, the Protection 360 Tier 2 feature was added to the line ending in **** for $9.00 plus taxes, a month.
  
  Most postpaid T-Mobile accounts are billed by a system known as bill current. This means charges for Ms. ***** rate plan are billed in advance of the service being provided and become due within that billing cycle. For instance, Ms. ***** billing cycle runs from the 5th of one month through the 4th of the next month. In this case, notice of the monthly recurring service and feature charges is available on or around the 5th of the month, and those charges are then due on or around the 25th. If during that billing cycle ************ had any usage charges, such as international calling or third-party downloads, the respective charges would be reflected on the next months statement, as obviously we cannot predict those charges in advance. Typically, customers are assigned a billing cycle within one to four days after activation. T-Mobile does not assess any rate plan or feature charges billed during this short time before the customer is assigned a regular billing cycle; however, any additional usage charges incurred are billed and posted on the first billing statement that is generated, along with the monthly reoccurring service charges for their regular billing cycle.
  
  The first billing statement dated November 5, 2021, was sent to ************ reflecting a balance of $154.63 due by November 25, 2021. The balance consisted of the monthly access charges from November 5, 2021, through December 4, 2021, taxes, and fees. Please note, T-Mobile records do not indicate ************ was billed for the month of October 2021. Subsequently, on December 2, 2021, ************ remitted the payment of $154.63. 
  
  Furthermore, the billing statement dated April 5, 2022, was sent to ************ reflecting a balance of $501.29, due by April 25, 2022. This balance consisted of past due balances from monthly access charges from February 5, 2022, through April 4, 2022, EIP charges for accessories, third-party services charges, such as Peacock Premium, Starz, Discovery+ and Music Premium, a payment support fee, a late fee, taxes and fees. 
  
  On April 15, 2022, ************ requested to update her payment due date. To complete this request, it was necessary to update the billing cycle to one starting on the 10th and ending on the 9th of the following month with a payment due date on approximately the 2nd of each month. Subsequently, on *** 3, 2022, ************ remitted a payment of $227.50 and received account credits totaling $19.36, updating the account balance to $254.43.
  
  Due to the billing cycle change, ************ received two billing statements for the month of *** 2022. The billing statement dated *** 5, 2022, was sent reflecting a balance of $392.51 due by June 2, 2022. The balance consisted of the past due balance, prorated monthly access charges from *** 5, 2022, through *** 15, 2022, EIP charges for accessories, third-party services charges, a late fee, a service warranty process fee, taxes and fees. 
  
  On *** 5, 2022, a payment that had posted to the account on March 13, 2022, in the amount of $57.00, was refunded to ************, per her request. As such the balance of $57.00 was reverted to the account. Thereafter, on *** 6, 2022, T-Mobile issued a courtesy credit of $114.00 to the account, updating the balance to $335.51.  
  
  The second billing statement sent in *** was dated *** 16, 2022, and it reflected a balance of $477.02 due by June 2, 2022. The balance consisted of the past due balance, prorated monthly access charges from *** 16, 2022, through June 9, 2022, third-party services charges, a late fee, taxes and fees. On *** 17, 2022, ************ remitted a payment of $98.72, leaving a balance of $378.30. As the account remained past due, on June 7, 2022, T-Mobile suspended the accounts ability to make outgoing calls. As stated in our Terms and Conditions, if we suspend a customers service and then later reinstate it, a $20.00 fee may be assessed, for up to three lines. This same day, as a courtesy to ************, T-Mobile restored her account, without additional payment. Between June 7, 2022, and June 9, 2022, Ms. ***** account received credits totaling $115.33, updating the account balance to $262.97. 
  
  The billing statement dated June 10, 2022, was sent reflecting a balance of $555.76 due by July 2, 2022. The balance consisted of the past due balance, a payment support fee, EIP charges for accessories, monthly access charges from June 10, 2022, through July 9, 2022, restore from suspend fees, third-party services charges, a late, taxes, and fees. Please note, between June 13, 2022, and June 16, 2022, Ms. ***** account was credited $47.97, updating the account balance to $507.79. The billing statement dated July 10, 2022, was sent reflecting a balance of $1,020.93 due by August 2, 2022. This balance consists of the past due balances, monthly access charges from July 10, 2022, through August 9, 2022, EIP charges for the accessories, third-party services charges, a late fee, a non-return fee of $257.60 for a handset warranty exchange that was completed on *** 1, 2022, for the ******* A32 and was not returned to T-Mobile, taxes, and fees. However, between July 20, 2022, and July 22, 2022, Ms. ***** account was issued additional credits that totaled the amount of $215.01, reducing the outstanding balance to $805.92. It should be noted, it is T-Mobiles position that the account has been correctly billed in accordance with the selected rate plan and services.
  
  Furthermore, upon speaking with ************ on July 26, 2022, the above was apprised. ************ explained that she returned the ******* A32 on July 15, 2022. T-Mobile advised that once the device is received and scanned in our warehouse, the account will receive the appropriate credits, within 30-days. As a final courtesy to ************, T-Mobile issued a collection hold on the account, to avoid further collection activity, while the ******* A32 is received. With that said, T-Mobile respectfully declined Ms. ***** request of receiving additional account credits. 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: 08/01/2022

   
  Complaint: 17592132
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************* I'm rejecting this because I was waiting on a shipping label to come to my email to have it shipped back if u go to the monitored calls u can see that I had asked where the shipping label was also I shipped it on 07/12/2022 and it made it to the *** GRC WAREHIUSE IN ***** on the 19th of July I have sent them.proof of delivery and as long as it's at T-Mobile it was ok I know I don't have it shouldn't take no 30 days ro process anything they just trying to add that to my bill I'm not going to let go of this matter because there still discrepancies and in accuracy on my account I got some people called fair shake involved and headed to get clarity and that's just it so I will see them.in court if I have to

  Business Response

  Date: 08/11/2022

   
  August 11, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ********************;
  Your File No. 17592132
  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 continued concerns ************ has experienced regarding her account, and we appreciate the opportunity to respond.  As indicated in our response to your office dated August 1, 2022, at the time of activation, ************ qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of a ******* A32 handset and handset accessories. 
  
  By purchasing T-Mobile equipment, ************ receives a one-year Limited Warranty provided by the manufacturer of her device.  During the Limited Warranty period, ************ is eligible to receive an advanced replacement of her device via *********************** Handset Exchange Program or a post-exchange device by contacting the manufacturer 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 May 1, 2022, a handset replacement was ordered for Ms. ***** non-working ******* A32, and it was shipped to her on May 2, 2022.  Please be advised in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee.  In addition, the possibility of a non-return fee is disclosed at the time an exchange is processed.  Our records do not indicate we received the non-working handset within the allotted timeframe provided to ************; as such, she was charged a non-return fee in the amount of $257.60 plus applicable taxes on June 16, 2022.
  
  In Ms. ***** correspondence, she indicated she returned the device as of July 12, 2022, which was outside the allotted timeframe provided for the return.  On August 4, 2022, T-Mobile processed the return of the ******* A32 at our warehouse and as such, a credit was applied to Ms. ***** account in the amount of $274.45 for the non-return fee and taxes, which reduced her account balance to $541.47 at that time.  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

• Initial Complaint

  Date:07/20/2022

  Type:Customer Service 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 applied for a prepaid acount at ***** per month. the lady working there at the time charged me thirty dollars and gave me a sim card and set up the phone i brought with me. She took my information including my debit card for my ban wich is ******************* near their location. They cut my phone off and so I went n and they charged me ***** cash to turn t back on for the month and told me the lady was **** for mesng up people acounts and that ii had been put down for a plan not for a prepaid and the lplan waw for ***** a month but they would tal to their supirior to get it back to a prepaid acount wichI would then pay the ***** per month. The followng three weeks later they cut off my phne and then charged me ten dollar for the call to turn it back on. Sice t wan't yet my time to be turned off. After that they bega9n takeing ***** out of y acount every two weeks in wic my bank then charged me ***** for the withdrawl that wasn't even supposed to be. Then after that they begain to charge me ****** every two wees to my debit card in whic my bank aga charges me ***** for an over draft fee each time. I wen in again to talk to them and the man unnng it bragged on how much money he haw and that he cold pay me if he fel lke it but hed ***** to call hi upirio Again they called ther suprior who aid it would all be taen cae of and I would be placed on a prepaid acont like I had originally told them I waned and they originally told me I was getting. They had asked at that tiime what my other lphone number with them was. I( told them I only have one phone. So The next time I went to my bank i told them they were usi9ng my debit fraudulently. THe bank returned only ****** of my money. So I let them cut off my phone. I feel they absed my debit cad, my bank acount, and m trust n thier establishment.

  Business Response

  Date: 08/08/2022

   
  August 8, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *********************
  Your File No. 17593017 
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 25, 2022, regarding the above-referenced account.  Please be advised we have made attempts to contact ************, which have proven unsuccessful.  Therefore, we will make every effort to address ********* concerns within this letter.
  
  T-Mobile regrets any concerns ************ has regarding the account and we appreciate the opportunity to address this matter.  On February 1, 2022, ************ provided Personal Identifiable Information (PII) and activated a postpaid account with the mobile number ending in 4003.  ************ subscribed to the T-Mobile Essentials Voice rate plan for $65.00 per month which included unlimited minutes, unlimited messages, and unlimited data at up to 5G speeds depending on device and network technology.  Please note our records do not reflect a request for a prepaid account.
   
  The billing statement dated February 2, 2022, reflected a balance of $69.27 which was due by February 22, 2022, and was for services from February 2, 2022, through March 1, 2022.  This balance was for new charges and consisted of monthly recurring charges, as well as applicable taxes and fees.  
   
  The billing statement dated March 2, 2022, reflected a balance of $144.47.  This balance consisted of a past due balance in the amount of $69.57 due immediately, and new charges in the amount of $74.90 due by March 22, 2022, for monthly recurring charges, as well as applicable taxes and fees.  On March 6, 2022, ************ remitted a $69.57 payment reducing the balance to $74.90.
   
  On March 29, 2022, as the account was in a delinquent status, T-Mobile suspended the account's ability to make outbound calls.  Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date and/or a payment arrangement is not on file for the account.  As stated in our Terms and Conditions of Service, if we suspend a customers service and then later reinstate it, a restore from suspend fee may be assessed in the amount of $20.00 plus applicable tax, per line of service, per instance for up to three lines of service.  On March 30, 2022, ************ remitted a $74.90 payment which resulted in a zero balance.  Additionally, a restore from suspend fee was assessed to the account and would be reflected on the next available billing statement.
   
  The billing statement dated April 2, 2022, reflected a balance of $97.91 which was due by April 22, 2022, and was for services from April 2, 2022, through May 1, 2022, a restore from suspend fee, as well as applicable taxes and fees.
   
  The billing statement dated May 2, 2022, reflected a balance of $172.81.  This balance consisted of a past due balance in the amount of $97.91, and new charges in the amount of $74.90 for monthly recurring charges, as well as applicable taxes and fees.  On May 13, 2022, as the account was in a delinquent status, T-Mobile suspended the account's ability to make outbound calls.  On May 18, 2022, ************ set up a payment arrangement to restore services and as such, a restore from suspend fee in the amount of $22.89, including taxes, was assessed to the account updating the balance to $195.79.  ************ agreed to remit a $97.89 payment on May 25, 2022, and a $97.90 payment on June 8, 2022.  On May 25, 2022, ************ remitted a $97.89 payment reducing the balance to $97.90.
   
  The billing statement dated June 2, 2022, reflected a balance of $172.80.  This balance consisted of a past due balance in the amount of $97.90, and new charges in the amount of $74.90 for monthly recurring charges, as well as applicable taxes and fees.  On June 11, 2022, as ************ did not remit the agreed-upon payment on June 8, 2022, as mentioned above, the account remained in delinquent status and T-Mobile suspended all the accounts services due to non-payment.
   
  On June 12, 2022, ************ contacted T-Mobiles Team of Experts to restore services and as such, a $22.98 restore from suspend fee was assessed to the account, including taxes, updating the balance to $195.78.  Additionally, ************ set up a payment arrangement to restore services, and pursuant to T-Mobile policy, a payment support fee of $10.00 was assessed to the account updating the balance to $205.78.  Please note that as a courtesy T-Mobile applied a one-time account credit of $0.05 reducing the balance to $205.73.  Lastly, on June 12, 2022, ************ agreed to remit a $102.87 payment on June 17, 2022, and a $102.86 payment on July 1, 2022.
   
  On June 17, 2022, ************ remitted the $102.87 payment reducing the account balance to $102.86.  On June 30, 2022, Mr. ***** financial institution returned the $97.89 payment to T-Mobile as unpaid and as such, was charged back to the account updating the balance to $200.75.  Additionally, pursuant to T-Mobile policy, a $15.00 returned payment fee was assessed to the account, updating the balance to $215.75.
   
  The billing statement dated July 2, 2022, reflected a total balance due of $290.67.  This balance consisted of a past due balance in the amount of $215.75, and new charges of $74.92 for monthly recurring charges, as well as applicable taxes and fees.  On July 9, 2022, as the account was in a delinquent status, T-Mobile suspended the account's ability to make outbound calls.  Due to continued non-payment, T-Mobile fully suspended the account on July 14, 2022.  On August 2, 2022, Mr. ***** financial institution returned the payment in the amount of $102.87 to T-Mobile as unpaid and as such, was charged back to the account updating the balance to $393.54.  Additionally, a $15.00 returned payment fee was assessed to the account updating the balance to $408.54.
   
  The billing statement dated August 3, 2022, reflected a balance due of $385.65.  This balance consisted of a past due balance of $408.54, and a $22.89 credit after a late payment fee of $10.27.  The credit amount consisted of prorated monthly recurring charges billed after the suspension on July 14, 2022.  T-Mobile considers the balance valid and owed. Due to continued non-payment, the account was canceled on August 8, 2022. 
  
  T-Mobile provides several options for ************ to pay outstanding charges.  Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (IVR), with our Team of Experts, 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.
  
  Should ************ have any questions regarding this matter, or the information provided, he may contact our office at the number listed below.  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

• 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 contacted T-Mobile on July 3, 2022 by phone & asked for info about getting WiFi & said I am a current customer (shared plan w/ 2 ********************** members). I asked for something available for less than $50 ****** said there isnt so transferred me to someone who handles promotions who explained about a $30/month hotspot plan. I repeatedly asked about any hidden charges & made it explicitly clear I do not want to change anything with my phone plan. The rep said I wouldnt need to change phone plan & would be flat fee of $30/month w/ a rebate. I asked if I could set it up on 7/5 online because Id be busy w/the holiday. She said yes & would put a note on my account (she did not). She texted me the info to sign up. On 7/5 I went to sign up and chatted with a rep who said that I would have to change my phone plan in order to get the promotion. I asked to speak to a manager who said the same thing. I explained that this is not what was offered two days before and the rep at that time was very confident in her explanation. They said no, she didnt have accurate info, so said they would send me by email or text our chat and the offers available, which they didnt send. I then chatted w/a rep on 7/16 to see about the offers again. We chatted for about 2.5 hrs where I again asked about all the hidden fees and requirements for a hotspot (many ****** ****** said I would need to a new line of service for the hotspot & a device: for $20/month with a promotion and would need to pay for shipping. After chat ended, I went to sign up & found that the rep did not tell me about a required $10 monthly fee for a new line. I chatted with another rep then a manager who said they cannot honor what I was told earlier that day. Your employees arent upfront about explaining costs and what the process is for whatever is being bought, no matter how many questions I asked (for hours)!. Their answers seemed shady or they just dont understand the plans and costs because they are too complicated.

  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. 17592616
  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 be advised T-Mobile records indicate the account holder of record is ****************************, and he has designated *********************** as an authorized user of the account.
  
  ********************** regrets hearing of Ms. ****** concerns, and we appreciate the opportunity to respond.  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 Ms. ****** recent interactions with our Team of Experts (TEX).  Our records confirm that on July 3, 2022, ************** contacted TEX to inquire about our ********************* at which time she was provided information regarding the service and cost.  It should be noted that our ********************* has a monthly cost of $50.00 with AutoPay, and for a limited time, customers who activate the service and migrate their current voice lines to our Magenta *** rate plan will receive a $20.00 monthly discount, reducing the Home Internet rate plan charges to $30.00 per month.  There is no record of a different discount being offered to **************.  
  
  Upon review of the account, there are three voice lines of service subscribed to our ONE rate plan for $140.00 per month with AutoPay, and one voice line subscribes to the optional Protection 360 feature for $18.00 per month.  Should the account holder of record, ************** choose to activate our *********************, the total monthly charges would be near $208.00 with AutoPay.  If the rate plan were to be changed to the Magenta *** rate plan, which is $170.00 per month for three voice lines, including the *********************, the account monthly charges would be near $218.00 per month with AutoPay.  Should ************** and ************** choose to activate our *********************, they may contact TEX at ************ to complete the process.  We sincerely regret any inconvenience to **************, and we appreciate her feedback regarding her experience. 
  
  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: 08/01/2022

   
  Complaint: 17592616
  
  I am rejecting this response because:the above person who responded did not address the fact that their employee did not provide notes on our conversation, as she assured me on July 3rd should would make a note on my account. Was she contacted and what was the result of that conversation? Were the other employees I chatted with spoken to and given better explanations of the T-Mobile plans? Is there a plan in place to better explain the available plans to customers in the future? Much of the language this company uses presupposes I work in tech. I do not. This allows them to confuse their customers and charge fees their customers are unaware of.   The above person responding also emailed me to explain the offers but like her employees doesnt use clear language and it is difficult to understand the terms and the details. I wrote her back and asked her to use more clear language, as if I have no prior understanding of phone and internet services, because some of her sentences were contradictory of each other in the direct message she sent me. I am awaiting a response. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/19/2022

  Type:Billing 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.

  On September 2020 I purchased 2 PREPAID cellphone lines at T-****** for $70.00 per month I brought my own 2 numbers from ***** I canceled their service on June 24th 2022, they told me that they owed me 7 days that I didn't use and I was going to get a refund, but now they are saying that I owe them $70.00 because I out ported the cellphone numbers, when I changed back to **** we had the persons from both companies on the speaker and T-***** never mentioned that we were going to be charged that amount, no one even a supervisor that we talked to by phone mentioned nothing, they told us we had a 7 day credit prorated from the month ahead that we paid! THEY ARE TRYING TO COLLECT $70.00 FROM ME, WICH I DO NOT OWE, I received a letter and I thought it was a small check for my credit, but no! They are trying to collect for somthing that is not owed! Sorry but I will not send them a dollar!

  Business Response

  Date: 07/26/2022

  July 26, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *******************************
  Your File No. 17592397
  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 that ********************** has chosen another wireless service provider, and we appreciate the opportunity to respond to his concerns.  T-Mobile records confirm ********************** canceled his account on June 24, 2022, when he ported his mobile numbers to another service provider.  ********************** billing cycle ran from the 18th of one month to the 17th of the following month.  Pursuant to T-Mobile policy, customers are responsible for all charges through the end of their service term. Accordingly, ********************** was billed through July 17, 2022, totaling $70.00.
  
  On July 25, 2022, in an effort to amicably resolve the matter, T-Mobile credited the account balance of $70.00.  The account remains closed with a zero balance.  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: 07/26/2022

   
  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.
  
  Thank you.

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