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.

  34931 SE Douglas St Snoqualmie, WA 98065-9224

• 

  T Mobile USA Inc.

  2282 28th St SE Grand Rapids, MI 49508-1536

• 

  T-Mobile USA, Inc.

  3324 Secor Rd Ste 1 Toledo, OH 43606-1540

• 

  T-Mobile USA, Inc.

  1006B 15th St E Tuscaloosa, AL 35404-5811

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:07/19/2022

  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.

  Thank you again for hearing me. It seems T-Mobile just can't get it right. Once again I was offered ********************* Responders plan on my initial contact with the sales team. I made it perfectly clear of my profession and where I worked Physical Therapist at **************************. I work on the front line helping people with covid and other illnesses. The T-Mobile representative stated that I would qualify for this plan. I've been with T-MOBILE for a couple of month now and recieved a message stating I needed to verify myself as a first responder or will be charged 20$ per line, total of 40$ for me. I completed the process with my work e-mail and a paystub. I recieved a message stating I did not qualify because I was not an EMT, Fire Fighter, or Police officer. How can T-Mobile be allowed to give wrong information to make a sale and change the cost of my plan I was offered. Either the staff is not trained well or representatives are saying whatever they need to too make a sale. I am not interested in my **** going up 40$ monthly because another T-mobile employee gave me wrong information. I have had many issues with t-mobile telling me one thing then turning around and changing the rules ending up costing me more out of pocket. I am only asking for my current and future **** to reflect the offer I was offered when I switched to t-moble. When I filled out the form there was no space to put my job title only check box for EMT, Fire Fighter, and Police officer. I am a professional and would never misrepresent myself. Ive tried to chat with a representative but that did not change anything. All he could say is that i was not an EMT so I did not qualify. The funny thing is I qualified when the initial sales representative wanted to earn my business. Thank you for your time.

  Business Response

  Date: 08/01/2022

  August 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:       ***********************
  Your File No. 17592271
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 19, 2022, regarding the above-referenced account.  Please be advised we attempted to reach ****************** and were unsuccessful.
  
  T-Mobile regrets any concern the rate plan verification may have caused ******************, and we appreciate the opportunity to address the concern.  ****************** activated his T-Mobile account on April 18, 2022, and currently has two voice lines active ending in **** and **** which are subscribed to the Magenta *** FR rate plan at the cost of $100.00 per month, including a $5.00 per line AutoPay discount; however, our records confirm ****************** would not qualify for this rate plan, as hospital personal are not qualified unless they have an active EMS certification.  On July 12, 2022, T-Mobile systematically sent ****************** a reminder via SMS to verify her first responder eligibility.
  
  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 Telesales Team.
  
  T-Mobile would like the opportunity to speak with ****************** and work toward an amicable resolution.  We request ****************** contact our office directly at the number below to discuss this matter.  We regret any inconvenience to ******************.
  
  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:07/19/2022

  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 have been using a T-Mobile tablet for over two years now for home internet with very little problems besides the thing turns off all the time. On 6-10-22 I decided to also switch my business cell phone to T-Mobile and thats about thats when the problems started they told me one price in the store and I would also get free ******* **** is not free then they changed how much my service would cost and I had to call three times to get this fixed. FYI thats fraud T-Mobile. My phone and tablet havent worked correctly in over a month I can no longer go on the internet with my business phone or make phone calls from my house without the call dropping and I dont get my voicemails.And my tablet is just useless I cant even watch a movie online the service is unexceptionable. I have spent hours and hours trying to fix with T-Mobile on the phone when Im not home because my phone doesnt work at my home. So I visited the T-Mobile store in the dalles today that was the last straw I was treated like f****** piece of s*** they tried to belittle me talked down to me I was truly amazed how they treated me they should be fired and T-Mobile should be ashamed of yourself. After leaving your store I did call tech support again they had me on the phone for another hour kept getting cut off but they couldnt get me because my phone didnt work again. They did finally do a bunch of stuff and apologized for the way I was treated and said they had other complaints about this store HELLO maybe you should do something. Anyway my business phone still does not work and tablet is awful. I have no choice but to move to a different provider so I can run my business and make a living tomorrow morning. Im requesting my 214 I paid for my new phone that does not work and I will return the phone and tablet but you will have to send me a return box because I will never step foot in your store again. I will also report you to theFTC

  Business Response

  Date: 08/01/2022

  
  August 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:      *******************************
  Your File No. 17591884
  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 always working to improve its coverage, and we regret any service issues ******************** may have experienced.  Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice.  T-Mobile has verified the address on ********************* account and based on the coverage map, confirms his account address is in a poor coverage area with no planned enhancements. 
  
  In an effort to amicably resolve the matter, on July 29, 2022, T-Mobile closed and credited the remaining balance on the Apple iPhone SE handset that ******************** purchased on our Equipment Installment Plan (EIP).  We have also made the handset eligible for unlock so that it may be used at another carrier.  ******************** may retain the device.  We have also credited the current service balance due.  If ******************* cancels his account prior to August 15, 2022, there will be no additional service charges.
  
  Finally, ******************* is subscribed to our Magenta 55+ single line rate plan, which is not eligible for our ******* on Us promotion.  The account remains open with a zero balance.  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 ********************** contacts with us regarding the matter.
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
  
  
  Very truly yours,
  
  T-MOBILE USA, INC.
  
  *********************
  Executive Response
  

• Initial Complaint

  Date:07/19/2022

  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 wanted to take the time and share my experience at the T-Mobile store located at *************************************************************** On Sunday May 1st my family and I decided to visit this location since we were in the area.Our plan was to be able to update a plan, get a new phone for my mother, add me to my nieces account and transfer my line from **** and add my nephews wife to the plan as well coming from Sprint.This alone sounds like a complete headache. Upon arriving at the store around 1130AM we were greeted by a young man by the name of ***** We explained everything to **** who then proceeded to write everything down and made a checklist with all the request. Our request ended with us staying until closing with him. **** was very detailed and took every step in keeping us posted with everything he was doing.We were able to get 95% of the request done and informed by **** to come back to finalize my request since **** delayed my unlock process. We went back on Monday May 2nd just order my phone since it was out of stock that was fast in and out with another associate of the store. We returned to the store on May 4th in the afternoon to finalize everything. **** did inform us to come back with questions pertaining the plan and statement.I called a month later and talked to ***** who informed me to come in since he wanted to verify the info.I went in ***** informed me that he would look into it and get back to me that Thursday after 11AM Thursday rolled around I never received a call back.So I decided to go into the store and talk directly to ********************* apologized stated they been busy. He broke down each account and discover the discrepancy with the discounts and noticed that the new add on should had gotten

  Business Response

  Date: 08/01/2022

  August 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************************
  Your File No. 17591939
  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 we have made attempts to contact ******************, which have proven unsuccessful.  
  
  T-Mobile regrets ******************** account concerns and appreciates ****************** for taking the time to provide details of her experience with our Team of Experts (TEX).  We value customer feedback. Unfortunately, we have no record of ****************** contacting us with concerns regarding her account.  
  
  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 ******************** recent contact with our Retail location.  Should ****************** wish to further discuss her account, she may contact TEX who can be reached by phone at ************, online at www.T-Mobile.com or via the T-Mobile App.  T-Mobile regrets 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.
  
   
  Vanessa Quintana  
  Executive Response
  
  

• Initial Complaint

  Date:07/19/2022

  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 purchased 2 Apple watches and T-Mobile failed to connect 1 of them correctly. As a result of this my Apple watch that is connected to my phone is not able to work properly and make phone calls, messages or other functions. I have been paying for this phone and line and I have not received what I am paying for. I am requesting that T-Mobile pays back for all of the months that I payed for for this line and assumes their responsibility for not connecting the watch since I purchased them through their customer services.

  Business Response

  Date: 08/01/2022

  August 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ****** Lopez 
  Your File No. 17591883
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 19, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any concerns ************** experienced with his Apple Watch connection, and we appreciate the opportunity to respond.  On November 14, 2020, a DIGITS mobile number ending in **** was activated for use with a newly purchased ******* Galaxy Watch and was subscribed to our Data with Paired DIGITS rate plan for $15.00 per month.  
  
  Mr. Lopezs account is enrolled in AutoPay which 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.  As a result, ************** receives a $5.00 AutoPay discount for each eligible line of service.
  
  On December 6, 2021, ************** purchased two Apple Watches that have since been paid in full.  At the time of the Apple Watch purchases, ************** activated a new DIGITS mobile number ending in **** for use on an Apple Watch and is subscribed to our DIGITS Apple Watch rate plan for $10.00 per month with AutoPay.   
  
  It is important to note that when a customer purchases an Apple Watch, they must pair it with the phone.  They can do this by using the ** Scan code on their watch when setting it up for the first time, or by contacting our Team of Experts (TEX) or Apple directly for assistance.  ************** never activated a second DIGITS line for his second Apple Watch.  Our records reflect that ************** wanted to use his DIGITS line ending in **** for this Apple Watch.  However, the Data with Paired DIGITS rate plan that DIGITS line ending in **** is subscribed to is meant for Android wearables, and therefore, is incompatible with the Apple Watch.  This is something T-Mobile would have found if ************** contacted us to report functionality issues with his Apple Watch.  Regretfully, we do not have records of ************** contacting us to troubleshoot his Apple Watch.
  
  Upon speaking with **************, he states that T-Mobile set up the watches for the lines and was not aware that he was only using Bluetooth on his Apple watch for connection.  As of July 15, 2022, the DIGITS line ending in **** was placed on our DIGITS Apple Watch rate plan and paired correctly. 
  
  Please be advised that in T-Mobiles Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges.  However, to resolve this matter, on July 28, 2022, T-Mobile applied a $80.00 credit to the account for the $10.00 DIGITS Apple Watch rate plan since December of 2021.  ************** accepted as a resolution to his concerns.  As of July 28, 2022, the account balance is $105.80 for current monthly service charges, which is scheduled to be paid via AutoPay on August 5, 2022.  T-Mobile regrets any inconvenience to ************** regarding this matter. 
   
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  ***** Montoya 
  Executive Response
  
  

• 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.

  I cancelled my services with T-Mobile in April of 2022. I received a final paper **** from them in May 2022, even though my account was on autopay. I could not pay the **** through my account, because they removed my access from it when I cancelled the account. I called T-Mobile on the phone to resolve the ****, and they tried to charge me a fee for paying by phone, despite restricting my access to pay the **** by usual methods. After paying the **** (on May 20, 2022), I then asked them to confirm that I was settled up, that everything was cancelled, and that I would not be receiving anything else from them. They confirmed. On July 2, 2022, I received a **** for $15. I called T-Mobile and the woman informed me that it was for my iPad internet. She could not explain to me why this was not cancelled when I cancelled everything else, or when I called to settle up the final ****. She could not even help me cancel that service because she could not verify my identity. T-Mobile apparently requires a **** digit pin to do that. Never needed it as a customer, no idea what it was. She couldnt verify me any other way and could not help me reset it, saying because I was not a customer (they can charge me for a service, but not consider me a customer?). I had to go into a store. I went to the store on July 12, 2022. They couldnt help me with my problem, but they were able to verify my identity while I called T-Mobile back. The man on the line said he could see that I had not used the data and saw that I cancelled my services months ago, but could not explain why this service was not cancelled. He said he cancelled it at that point and would investigate the $15 charge. Today, July 19, 2022, I received a **** for $35.30, two months of the $15 plan and a $5.30 late fee. This is unacceptable and I will not be paying. I want confirmation that I have no services with T-Mobile and that I owe them nothing. I also want a correction if they reported on my credit.

  Business Response

  Date: 08/01/2022

  
  August 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:      *******************************
  Your File No. 17591541
  T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 19, 2022, regarding the above-referenced account. 
  
  T-Mobile regrets any concern ****************** may have encountered regarding her account and we appreciate the opportunity to respond.On November 10, 2019, ****************** activated her account and had two mobile numbers ending in **** and ****, enrolled in the Magenta 1.0 (2 line) rate plan, for a monthly cost of $130.00, taxes included. In addition, Ms. ******** account had a Mobile Internet (MI) line of service ending in ****, enrolled in the Mobile Internet 2GB rate plan for a monthly cost of $15.00, taxes included.
  
  Please be advised, Ms. ******** account was enrolled in AutoPay on June 3, 2020. 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 and as a result, each line of service receives a $5.00 monthly discount.
  
  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. If the account is cancelled, customers must visit a T-Mobile retail location with a government issued identification to reset the account password before access can be granted.
  
  On April 16, 2022, ****************** cancelled her mobile numbers ending in **** and ****, after she ported the numbers to another service provider. T-Mobile records do not indicate ****************** requested the cancellation of her MI line ending in ****. At this time, the account carried a balance of $135.00 due by May 4, 2022, for monthly access charges from April 12, 2022, through May 11, 2022. It should be noted, when a mobile number is cancelled, T-Mobile.com access is also canceled. Nevertheless, customers can remit payments via ***** by calling TEX or by visiting a retail location.
  
  Moreover, on May 2, 2022, T-Mobile attempted to debit the payment of $135.00 via AutoPay;however, the payment was declined. Subsequently, the billing statement dated May 12, 2022, was sent reflecting a balance of $51.30 due by June 4, 2022. This balance consisted of account credits totaling $103.53 for mid-cycle changes, the MI lines monthly access charges from May 12, 2022, through June 11, 2022, a late fee, taxes and fees.
  
  Please be advised a Payment Support fee of $10.00, is collected when payments are remitted over the phone with our TEX. However, this fee can be avoided by using the previously mentioned self-service options. On May 20, 2022, ****************** contacted T-Mobile and remitted the payment of $51.30 and as courtesy to ******************, T-Mobile waived the Payment Support fee. T-Mobile records do not indicate that during this interaction with ******************, she requested the cancellation of the MI line of service. Thus, it remained active and billed as normal.
  
  The billing statement dated June 12, 2022, was sent,reflecting a balance of $15.00 due by July 4, 2022, for the MI lines monthly access charges from June 12, 2022, through July 11, 2022. On July 2, 2022, ***************** contacted T-Mobile to go over the account billing. Regrettably, she was unable to verify the account; thus, she was referred to a T-Mobile retail store to reset her account password. After the account was fully verified, on July 12, 2022, ****************** requested the cancellation of the MI line ending in ****.Thus, the final billing statement dated July 12, 2022, was sent reflecting a balance of $35.30 due by August 4, 2022. The balance consisted of the past due balance, monthly access charges from July 12, 2022, through August 11, 2022, a late fee, taxes and fees.
  
  Furthermore, upon speaking with ****************** on July 26,2022, we apprised the above. As a courtesy to ******************, the account was credited the full outstanding balance of $35.30. With that said, as of the date of this letter, Ms. ******** account remains closed, with a zero balance and remains with T-Mobile. 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

   
  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:07/19/2022

  Type:Product 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 told by a T mobile sales rep that Home Internet was available at my address. We discussed all necessary details and I purchased the equipment and service. Upon arrival of the equipment I realized that it was not what I ordered or could use. I {the next day} returned the equipment and cancelled the service. I have contacted them 3 times since 6/27/22 each time the person agreed with me and promised a full refund. I have waited the **** business days EACH time and nothing. I have emails and voicemail confirming this. It was a mistake on their part and all I want is my money back.

  Business Response

  Date: 08/01/2022

   
  August 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***************************
  Your File No. 17591296
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 19, 2022, regarding the above-referenced account.   
  
  T-Mobile regrets any concerns **************** experienced regarding the above-referenced account, and we appreciate the opportunity to respond to this matter.  Records reflect **************** activated a Mobile Internet (MI) line ending in **** and subscribed to the 100GB Mobile Internet for 5G rate plan for $55.00 per month.  ****************** billing cycle ran from the 10th of one month, to the 11th of the following month.  **************** was under our **** current system.  
  
  At the time of activation, **************** enrolled in our optional AutoPay service.  AutoPay allows customers to designate a credit card account, checking account, or savings account to use for the purpose of paying monthly recurring charges associated with their T-Mobile account.  This payment is automatically processed to the selected payment method approximately two days before the billing statement due date.  As **************** enrolled in AutoPay, he received a $5.00 monthly discount. 
  
  At the time of activation, **************** purchased a 5G MiFi M2000 device using our Equipment Installment Plan (EIP) for the full retail price of $336.00.  **************** was not required to remit a down payment; however, he did remit an upfront payment of $75.18 which included applicable taxes and fees on the full cost of the device.  
  
  The June 10, 2022, billing statement reflected a balance owed in the amount of $50.00, which included monthly recurring services from June 10, 2022, through July 9, 2022.  The balance of $50.00 was paid on June 30, 2022, via AutoPay.  On June 28, 2022, ****************************** account was canceled per his request.  T-Mobile regrets that the service did not meet ****************** needs.  Unfortunately, T-Mobile cannot guarantee coverage in all areas as there are several factors and conditions that *** interfere with actual service, quality, and availability. 
  
  Between June 30, 2022, through July 17, 2022, **************** contacted his Team of Experts with a request for a refund for his upfront cost and the payment from June 30, 2022.  However, the refund was declined as there was not a credit balance on the account to support the refund, and therefore did not meet T-Mobiles refund policy.
  
  However, on July 29, 2022, T-Mobile spoke to **************** regarding his concerns, and to amicably resolve this matter, we issued an electronic refund of $125.18 to his financial account.  **************** can expect to receive the refund within three business days.  **************** accepted the refund as the full resolution to his concerns.  T-Mobile regrets 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

  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. Please read this complaint as it does not reflect that I was mislead by the Tmobile sales person and this matter should have  never had  to go this far to resolve this issue. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/19/2022

  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 May 2022, 2 new phones were ordered at the T-mobile store in *********, ******* to have traded in for their old devices. At the moment the order was made there was a promotion of $800 credit for each trade WITHOUT ANY CHANGES TO THE PLAN OR ACCOUNT just the devices. By the time we received the devices by mail and went to the store to have everything transferred they told us the offer was over and we had to change the plan in order to receive the promotion. How are we punished for the time the devices took to arrive by mail at the house. No one at the store in *********, ** tried helping all they asked was do you want the devices or not? So, the devices were cancelled due to the lies and disrespect for an offer that was valid when the devices were ordered but was not honored when the trade was due. On 6/27/22 I had to get a refurbished phone because the phone I originally purchased Galaxy S21 ultra was a LEMON PRODUCT according to a tech from assurant. The refurbished phone has done nothing but give me issues. When they are told about the issue they offer a second refurbished phone to continue to get money out of me because every replacement needs to be paid for. Now, T-mobile already sent me a used device that is not working as it should and still takes $50 every month for the device. On 7/14/2022 I realized in the account that the plan will change from magenta military to magenta *** military in a few days when T-mobile HAS NOT been authorized to make any changes in the account. When we call they say "well you were inquiring about a promotion for trade-in" and yes we asked once again about the promotion but we did not purchase the devices or made any changes to the account. On 7/19/2022, all day with no internet service, horrible phone connection. When tmobile was contacted they said the service is fine. That is unacceptable for a phone company. Their phone service and internet service are horrible and they do nothing to fix what they are charging money for.

  Business Response

  Date: 08/01/2022

  August 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *********************
  Your File No. 17568937
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 19, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any inconvenience ************** experienced and we appreciate the opportunity to address his concerns. Our records indicate on May 12, 2022, ************** took advantage of our Equipment Installment Plan (***) to purchase two ******* Galaxy S22 Ultra 256GB devices each priced at $1,299.99 and agreed to 24 monthly installments of $54.17 each per device. 
  
  At the time of Mr. ****** purchase, T-Mobile had the 2022 ******* Trade P23 offer which stipulated that from April 28, 2022, through May 11, 2022, customers could get up to $800.00 off a ******* Galaxy S22 series, via one-time trade-in credit and monthly device credits, when they purchased it on ***, traded in a qualifying phone, and had or switched to a Magenta *** rate plan.  Further review confirms that at the time of purchase, ************** was trading in two Apple iPhone 11 devices which qualified for the full value of $800.00 under the promotional offer.  Regretfully, as Mr. ****** account was not subscribed to an eligible Magenta *** rate plan, his purchases did not meet the qualifications of the offer. 
  
  Instead, Mr. ****** purchases qualified for the alternate 2022 ******* Trade P16 offer which stipulated that from April 14, 2022, through June 1, 2022, customers could get up to $400.00 off ******* Galaxy S22 series, via one-time trade-in credit and monthly device credits, when they purchased it on *** and traded in a qualifying phone. As such, Mr. ****** new purchases were set to receive $400.00 in 24 monthly credits of $16.67 each.  However, on May 27, 2022, ************** returned both ******* Galaxy S22 Ultra 256GB devices which in turn terminated the *** associated with the devices along with any promotional offers.  
  
  T-Mobile regrets to hear that Mr. ****** ******* Galaxy S21 Ultra is not functioning as expected and that he requested a replacement device.  All new T-Mobile devices come with a limited one-year manufacturers warranty through T-Mobile, Assurant, or Apple.  T-Mobile customers are also given the option to subscribe to T-Mobiles device protection plan provided by Assurant, Protection 360, within the first 30 days of activating a new device.  
  Since Customer ************** subscribes to Protection 360 on his phone number ending **** and he is experiencing a problem with his device, ************** may visit his nearest retail location that offers ************** Experience (***) for diagnostic testing.  The *** is a new option at T-Mobile whereby some retail locations have repair technicians onsite to diagnose and, if possible, repair eligible handsets.  If a repair is not possible, a *** technician may be able to assist with processing an exchange or advising ************** of any alternative warranty replacement options.  
  
  Our records confirm that on June 24, 2022, after a *** location assessed Mr. ****** device, took advantage of our Handset Exchange Program to receive a replacement of his device.  Under the Handset Exchange Program, T-Mobile provides a new or like-new replacement handset of the same make and 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.  Regretfully, T-Mobile cannot guarantee a bran-new replacement device with every exchange.  
  
  Nonetheless, on July 29, 2022, T-Mobile contacted ************** regarding his concerns.  To resolve Mr. ****** concerns, T-Mobile initiated two new *** to purchase two ******* Galaxy S22 Ultra 256GB devices.  To ensure ************** met the qualifications of the 2022 ******* Trade P23 offer, T-Mobile updated Mr. ****** rate plan to the eligible Magenta *** Military rate plan at $160.00 per month.  The new rate plan will be effective on August 18, 2022, when Mr. ****** new billing cycle starts at which point, T-Mobile will manually enroll Mr. ****** account onto the 2022 ******* Trade P23 offer as agreed. 
  
  Additionally, T-Mobile provided a one-time courtesy credit of $300.00, equal to six (6) months of the rate plan price difference.  Furthermore, T-Mobile also agreed to upgrade Mr. ****** non-working ******* Galaxy S21 Ultra device to a ******* Galaxy S22 Ultra device and only require remitting payment for the price difference of $107.00 (includes tax).  ************** accepted all offers as resolution to his concerns and his account remains active with a credit balance of $7.86.  T-Mobile regrets any inconvenience ************** experienced and we appreciate his time and efforts in resolving his concerns.  
  
  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:07/19/2022

  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.

  My employing company was a business customer of ********************** (originally Sprint) and there was a change in sales representatives and so in that change we felt our needs as a small business customer wasn't being met. So we switched carrier services to ******* and everything was ported over and closed in December. We received a **** a few months later and it did not reflect us closing the account. I spoke with a gentleman who was crediting the account as he saw those changes and that they weren't reflected in the ****. He issued some credits and to my knowledge that was it; I believe that took place in February or March of 2022. Today my boss hands me a collection notice for a T-mobile account in the amount of $418.96. I have been trying to find out why we are getting a collection notice and why hadn't we heard anything from T-mobile up until today and why the customer service rep didn't do what he said he would do and then not communicate a change. This is unacceptable practice for a large business whose customer service reps today have been anything BUT helpful. They won't give me any information on what was sent to collections and tell me to log in but I am unable to log in on a closed account. I would like for T-mobile to do what their expert said he would do and that is to correct their ****, issue the credit and retract the collection.

  Business Response

  Date: 08/01/2022

  August 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:    ****************************** No. 17590560
  
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 19, 2022, regarding the above-referenced file number. 
  
  T-Mobile regrets any concerns ************** has regarding a T-Mobile account, and we appreciate the opportunity to respond.  Please be advised that T-Mobile takes account security very seriously, therefore, to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts.  Investigation of this matter has confirmed ************** is not an authorized user on the account which is associated with the mobile number she provided.  The account holder of record *** add ************** to the account by contacting T-Mobiles Team of Experts (TEX) 24 hours a day at ************.  Additionally, the account holder *** have one of the authorized users on the account contact T-Mobile at the number below to discuss this matter further.  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. 
  
  ***** Montoya 
  Executive Response
  
  

• Initial Complaint

  Date:07/19/2022

  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.

  06/22/22 T-Mobile #**** - $215.92 - iPhone 13.Called t-mobile: 07/12/22 (21 days) - ****** at approximately 12:30pm.I called realizing that the phone I purchased did not have LiDar after no apps worked for 3D scanning. I wasn't told informed that not all iPhone 13s have LiDar. I explained to ******, he ran through my options. I only wanted to return and buy the phone I thought I purchased. He refunded all of my payments that were returned on 07/13/22, as I would loose my advance payments of $66.55/$100.00/$200.00 if I went in to return the phone before doing this. He informed me that I would be refunded the ***** and ***** that I paid for the case and screen protector. I asked ****** if it was company policy regarding the return and he informed me that I was at 21 days just under the 30 and I better hurry up, hence me calling store below asap. Contacted Assistant Manager: 07/12/22 Spoke w/ **** @ T-Mobile store location after 2nd attempt:795 ********************************************************** ****** contacted **** regarding my return confirming they have the iPhone 13 Pro with LiDar. I called the store to see when would be best to come in. I just wanted an answer. I asked him if he was a franchise and he fell silent. I wanted to know if this was his policy. I reiterated that ****** told me it was corporate policy, hence him returning my payments and calling this store. I dont want you to waste your time coming up here, because I wont accept the return!Their Resolution:I tried again to get what was promised by ******: 07/13/22 spoke w/ ***** In order to get the iPhone 13 Pro with LiDar I would have to do the following:pay off phone $777 (I was just refunded this?)trade in w/ $90 activation fee add new line buy iPhone 13 Pro 800 credit applying monthly at 33 month(de facto contract - is this legal?)?When I asked they said it was not a contract.I would not be refunded the ***** and ***** that ****** said 07/17 I opted out of arbitration via phone on 6:06EDT.

  Business Response

  Date: 08/01/2022

   
  August 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************
  Your File No. 17588926
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 19, 2022, regarding the above-referenced account.  Please be advised 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 concern ************** may have encountered regarding his device. On June 22, 2022, ************** qualified for and took advantage of our Equipment Installment Plan (***) with the purchase of an Apple iPhone 13.  In addition, ************** purchased handset accessories and was required to pay $215.92 for the taxes on the handsets full retail price and the accessories.  ************** then agreed to a series of ************************** the amount of $33.34. 
  
  Please note, all customers who choose to use the *** option to pay for their equipment are required to enter into a 24-month financing agreement signed at the time of the purchase.  Although this 24-month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their *** balance at any time by making incremental additional payments or a single payment for the total balance. Please note any additional payments reduce the length of time it will take to pay the entire balance but will not reduce the amount of any future regular monthly *** payments. 
  
  As of the time of **************** purchase of the new Apple iPhone 13, T-Mobile provided a 14-day return period which allowed ************** to use the equipment to see if it meets his needs.  If the equipment is 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.  
  
  Furthermore, T-Mobile records confirm on ************************************** remitted additional *** payments towards the Apple iPhone 13, totaling the amount of $366.65. 
  
  On July 12, 2022, ************** contacted T-Mobile to report the Apple iPhone 13 did not have the features he was expecting.  Thus, he wanted to return the device. As a gesture of goodwill, on July 12, 2022, T-Mobile refunded ************** the additional *** payments made towards the Apple iPhone 13, in the amount of $336.65 and referred him to the point of sale to attempt and return the device.  However, T-Mobile records do not indicate ************** was guaranteed the Apple iPhone 13, and the handset accessories would be accepted for return and refunded. 
  
  On July 13, 2022, ************** contacted T-Mobile to report the retail T-Mobile store did not accept the return of the Apple iPhone 13 or handset accessories. Thus, we went over the available options to purchase the desired device. However, ************** did not accept any of the options provided. 
  
  Please note, T-Mobile would like the opportunity to speak with ************** and work toward an amicable resolution.  As such, we request ************** contact our office directly at the number below to discuss this matter.  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:07/19/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a long time customer of **********************. A few months ago I added a line and was told when Im ready that I can get a free phone. I now have 6 lines with T-Mobile and I am trying to upgrade one of my phones. I am being told I have to add another line and change my plan. Why is this so difficult for existing customers who have never been late on a payment. Ive spoken to several customer services reps asking to have this escalated and I have been told there is no phone number for escalation.

  Business Response

  Date: 07/26/2022

  July 26, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:       *******************
  Your File No. 17590009
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 19, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any inconvenience Mr. ***** experienced with our promotional offers and their requirements and we appreciate the opportunity to address concerns.  T-Mobile records indicate that on July 15, 2022, Mr. ***** contacted our Team of Experts (TEX) to enquire about possible offers to upgrade his device to an Apple iPhone 13 device.  Mr. ***** was advised of the current 2022 Apple Trade P20 offer which stipulates that starting July 14, 2022, and for a limited time, new and existing customers can get up to $800.00 off any Apple iPhone 13 series or iPhone 12 series (via one-time trade-in credit and monthly device credits) when they purchase it on our Equipment Installment Plan (EIP), activate a new voice line, trade in an eligible device on a qualifying Magenta *** rate plan.  ************ Mr. ***** declined taking advantage of the offer at the time. 
  
  On July 26, 2022, T-Mobile contacted Mr. ***** and, in an effort to amicably resolve his concerns, T-Mobile agreed to provide Mr. ***** a discount of $800.00 towards the purchase of a new Apple iPhone 13 Pro 256GB device as a gesture of goodwill without meeting the qualification of the offer.  After discount, Mr. ***** agreed to pay the remaining $200.00 in 24 monthly installments of $8.34 each.  Mr. ***** accepted the discount toward the new device purchase as resolution to his concerns.  T-Mobile regrets any inconvenience Mr. ***** 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: 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.
  
  Sincerely,
  
  *******************