Complaints

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

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• 

  T-Mobile USA, Inc.

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  T-Mobile USA, Inc.

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

• 

  T-Mobile

  4640 Avenue W Birmingham, AL 35208-4710

• 

  T-Mobile USA, Inc.

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

• 

  T-Mobile USA, Inc.

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

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

• Initial Complaint

  Date:07/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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was to receive a free device upgrade without trade-in required because my previous device was paid-off and outdated technology and to continue paying the same rate as I did with Sprint, approx.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

  Business Response

  Date: 08/01/2022

  August 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:                  ***************************
  Your File No. 17594483
  T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 20, 2022,regarding the above-referenced account.
  
  We regret hearing of Mr. *********** concerns regarding his service, and we appreciate the opportunity to respond.  Our records confirm, on March 28, 2022, *********************** migrated his service from Sprint to T-Mobile and subscribed to the Magenta *** rate plan billed at a monthly cost of $90.00 with the line ending in 9486. Please note that for customers migrating their service from Sprint to T-Mobile, we encourage customer to purchase new equipment to take full advantage of the functionalities and benefits of our service.  At the time of migration, *********************** qualified and took advantage of our Equipment Installment Plan (***)financing program with the purchase of a ******* Galaxy S21 FE 5G 128GB handset.  At the time of purchase, no down payment was required, yet ************************ remitted payment for the sales tax on the full cost of the handset of $42.00, and for a ******* 25W travel adapter and sales taxes of $21.19, totaling $63.19 and agreed to 24-monthly installments of $29.17.  Additional our records confirm, on March 28, 2022, ************************ purchased a ******* Galaxy S21 FE Temp Glass screen protector at a cost of $42.39 with full payment remitted at the time of purchase. Total payments remitted to T-Mobile on March 28, 2021, totaled $105.58.  The above *** is enrolled in the 2021 Upgrade P9 promotion, under which the account is eligible to receive 24-monthly recurring device credits (RDC) of $8.34, while meeting eligible criteria.  A review of the account confirms ************************ has been billed in accordance with his selected services and equipment purchase.
  
  Please be assured that T-Mobile strives to provide a world- class Un-Carrier experience to all our customers on each contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during ************************ interaction in-store and we appreciate the feedback provided.
  
  The most recent billing statement dated June 29, 2022, reflected a balance of $231.00 which was due by July 21, 2022.  This balance includes past due charges for monthly recurring charges, *** monthly installments, and late fee for the service period of May 29, 2022, and June 28, 2022.  It also included the monthly recurring charges, *** monthly installments, late fees, and applicable taxes for the service period of June 29, 2022, and July 28, 2022.
  
  On July 29, 2022, upon receipt of Mr. *********** correspondence from your office, T-Mobile completed a rate plan change to the Magenta rate plan billed at $75.00 monthly.  Additionally, T-Mobile issued a credit to the account of $126.00 for the rate plan price difference since the time of the migration, late fees and *** installments billed, updating the account balance to $105.00.  As a courtesy to ************************, T-Mobile manually closed the *** for the ******* Galaxy S21 FE 5G 128GB handset.  The ******* Galaxy S21 FE 5G 128GB handset is now fully paid-off and owned by ************************.  We appreciate Mr. *********** willingness to resolve this matter.
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
  
  
  Very truly yours,
  
  T-MOBILE ********
  
  Aika *******
  Executive Response

• Initial Complaint

  Date:07/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have been charging for a Iphone watch wearable item that has not been service since 2018, was called multiple times regarding of this situation but they continued charging for the item. Then the last person spoke to was trying to give a credit of $50 but they have been charging $10+taxes every month since 2018. They said they were going to look into it and did not heard from them. I am only able to provide since last year phone bills.

  Business Response

  Date: 08/02/2022

  August 2, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *******************************
  Your File No. 17595737 
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 20, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any billing concerns **************** has experienced, and we appreciate the opportunity to respond.  T-Mobile records indicate that on April 4, 2018, **************** activated DIGITS line of service ending in **** on the DIGITS Apple Watch rate plan for $10.00 monthly with AutoPay. 
   
  T-Mobile records confirm on May 27, 2022, the above-mentioned line of service was cancelled.  Please be advised within T-Mobiles Terms and Conditions, customers are advised they are to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges.  
  
  Nevertheless, to resolve this matter, on July 29, 2022, T-Mobile issued a credit of $500.00 to the above-referenced account for monthly access charges from the time of activation of the above-mentioned line of service through the time of cancelation.  ****************** account remains active with a credit balance of $500.00.  We sincerely regret any inconvenience to ****************. 
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  *************************
  Executive Response
  
  

  Customer Answer

  Date: 08/02/2022

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

• Initial Complaint

  Date:07/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/01/2022

  August 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *********************
  Your File No. 17594923
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 20, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any concerns to ************** regarding monthly account charges and we appreciate the opportunity to assist him.  Please note, ************** purchased the items below on an Equipment Installment Plan (***): 
  
  On July 12, 2020, ************** purchased a ******* Galaxy A10e handset for mobile line ending in **** on an *** and agreed to 23-monthly installments in the amount of $8.34 with the 24th and final installment being $8.18.  ************** qualified for our 2021 Smartphone Activate P5 promotion and began receiving monthly credits in the amount of $8.34 towards the *** above, updating the monthly installments to zero.   
  On July 12, 2020, ************** purchased a ******* Galaxy A71 handset on an *** and agreed to 24-monthly installments in the amount of $25.00.  ************** qualified for our 2020 ******* Activate Promo 4 promotion and began receiving monthly credits in the amount of $12.50 towards the *** above updating the monthly installments to $12.50.   
  On March 12, 2021, ************** purchased an Apple iPhone 11 handset on an *** and agreed to 24-monthly installments in the amount of $25.00.  ************** qualified for our 2021 Apple Activate P2 promotion and began receiving monthly credits in the amount of $12.50 towards the *** above updating the monthly installments to $12.50.   
   
  On July 10, 2021, ************** ported out his mobile numbers ending in **** and **** to another service provider.  As a result of mobile number ending in **** being cancelled, he was unenrolled from the ******* Galaxy A10e handset 2021 Smartphone Activate P5 promotion.  As such, monthly *** charges in the amount of $8.34 started on the billing statement dated August 13, 2021.   Our records show that ************** still had two active voice lines ending in **** and **** on the account after he ported out the number mentioned above.  Unfortunately, we have no record of a cancellation request for the remaining voice numbers, and as a result, ************** continued to be billed monthly for these lines.  T-Mobile regrets any inconvenience to **************.
  
  A billing statement dated July 13, 2021, generated in the amount of $153.46.  The billing statement included prorated Magenta rate plan charges for two mobile lines totaling $118.83, monthly *** in the amount of $25.00, and Protection 360 charges for mobile line ending in **** in the amount of $9.63 for the billing period of June 13, 2021, through July 12, 2021.  As ************** was subscribed to our **************** on August 3, 2021, the amount of $153.46 was debited from his payment method on file. 
  
  A billing statement dated August 13, 2021, generated in the amount of $162.97.  The billing statement included Magenta rate plan charges totaling the amount of $120.00, monthly *** in the amount of $33.34, and Protection 360 charges for mobile line ending in **** in the amount of $9.63 July 13, 2021, for the billing period of July 13, 2021, through August 12, 2021.  As ************** was subscribed to our **************** on September 3, 2021, the amount of $162.97 was debited from his payment method on file.
  
  Please note, from October 3, 2021, through June 3, 2022, ************** was debited via AutoPay the amount of $162.97 each month for the billing periods that ran from August 13, 2021, through June 12, 2022.              
    
  On June 17, 2022, in an effort to amicably resolve this matter, our office closed out the remaining Apple iPhone 11 *** balance in the amount of $224.99, cancelled mobile lines ending in **** and ****, and issued ************** a refund in the amount of $1056.00 to the bank information he provided our office.  ************** was estimated to receive the refund within three business days of the above date.  Unfortunately, ************** indicated that he did not receive the refund.  As of July 22, 2022, our office has been in communication with ************** while the missing refund is being investigated by our Payment Operations team.  As of the date of this letter, the investigation has not been completed.  Our office will continue to work with ************** until this matter is resolved.  It is important to note that the account remains closed with a zero balance.      
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at **************.  
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  ***** Rivas 
  Executive Response
  
  

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17594923
  
  I am rejecting this response because: I have been cooperative and it is now two months and I have still not received my refund. 

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

  Business Response

  Date: 08/12/2022

  August 12,2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:      *********************
  Your File No. 17594923
  T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 1, 2022, regarding the above-referenced account. 
  
  T-Mobile regrets Mr. ****** continued concerns and we appreciate the opportunity to respond.  Records reflect that as of July 12, 2020, the account was enrolled to our ************************** which provides alerts to our customers by text when a new billing statement generates.  While the account is active, customers can log into their T-Mobile profile to review the billing statement and remit payments among many other self-help options. It is important to note that each line of service has the potential to register online at T-Mobile.com to gain access to their own and the account information.  The permission to view account information is set up by the primary account holder. Although, ************** cancelled his lines ending **** and **** on July 10, 2021, when he ported them to a new service provider, the account remained active with the lines of service ending in **** and ****. As such, the account remained enrolled in Paperless Billing with online access only available to the remaining lines of service.
  
  On June 16, 2022, when the mobile numbers ending in **** and **** were cancelled, Paperless Billing was removed, and the account was changed to receive a paper **** by our department.  By default, billing statements were set to be sent to Mr. ****** billing address on file.  T-Mobile regrets any inconvenience to ************* if he did not receive the physical billing statements. 
  
  As previously mentioned, on June 17, 2022, our office issued ************** a refund in the amount of $1,056.00 to the bank information he provided our office.  ************** was estimated to receive the refund within three business days of the above date.  Unfortunately, ************** indicated that he did not receive the refund.  On July 22, 2022, our office contacted our Payment Operations team to investigate the missing refund in the amount of $1,056.00.  On August 3, 2022, our Payment Operations team indicated that after review, the refund in the amount of $1,056.00 was successfully sent to the bank account ************** provided and was deposited to the bank on June 23, 2022.  Our Payment Operations team requested that ************** provide an unaltered running bank statement from June 1, 2022, through June 30, 2022, for further review.  On August 5, 2022, our office spoke with ************** and provided him with the information above and advised him that an unaltered running bank statement from June 1, 2022, through June 30, 2022, will be needed for further review.  According to the account documentation, ************* indicated that he would provide the requested bank statement.  Upon receipt, our office will continue to work with ************** until this matter is resolved.     
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at **************. 
  
  
  Very truly yours,
  
  T-MOBILE USA, INC.
  
  *********************
  Executive Response
  

  Customer Answer

  Date: 08/19/2022

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

• Initial Complaint

  Date:07/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/08/2022

   
  August 8, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *************************
  Your File No. 17576501
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 26, 2022, regarding the above-referenced account.  Regretfully, with the information provided, we have been able to locate an account for ******************.  Additionally, we have made attempt to reach ******************, which have proven unsuccessful.  As such, T-Mobile will make every effort to address ******************** concerns within this letter.  
  
  T-Mobile regrets to hear of ******************** concerns, and we appreciate the opportunity to respond.  Please be advised that one of the requirements to complete a Mobile Device Unlock (***) request is that the device be used on the network at least 40 days.  If ******************** device has not been utilized for at least 40 days on our network, then an *** request would not be honored.  However, in an effort to amicably resolve the matter, we will unlock ******************** device.  To do so, T-Mobile will need additional information from ******************, and request he contact me at the number below.  We regret any inconvenience to ******************.
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  ***************************
  Executive Response

• Initial Complaint

  Date:07/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/20/2022 me and my family went into the T-mobile store to get new phones and plans. We went into the '*************************************************************************** 28208-5664' The representative Khalil helped ** and we all got new phones. He told us and showed us that our **** would be $163.00 a month for the Magenta plan. This was with insurance included. We asked the employee several times if this information and amount is correct per month and he said several times that it was. On 7/12/2022 the account was charged $197.66 which is not what we were told. We went into the original store to try and resolve this issue, and was told by the manager that it was not his issue to resolve since the employee was now working at a different location. We then traveled several times to this location to resolve this issue and the rep was never there. We were told the manager was not there and when they got back they would give us a call which we never recieved. The last time we went in we asked for a number to the company to express our concerns and complaints and they told us that there was not any number to call so we could do so. We have tried exhaustingly to resolve this issue locally with several T-mobile stores with no success. A request refund for the extra that was paid on 7/12/2022 and just would like for our **** to be as we were told which was $163.00 Not anything more or less. Trans:4676

  Business Response

  Date: 08/02/2022

  August 2, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ****** Lopez 
  Your File No. 17594328
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 20, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any inconvenience ************** experienced regarding his monthly recurring charges, and we appreciate the opportunity to address his concerns.  T-Mobile records reflect that ************** activated the above-referenced account on June 20, 2022, with three voice lines which were subscribed to a T-Mobile Magenta *** taxes inclusive unlimited talk, text, and data rate plan for $150.00 per month on the first two voice lines ending in **** and ****.  The third voice line ending in **** was enrolled in a monthly Add-a-Line fee in the amount of $35.00 per month.  All three lines were also enrolled in an optional Protection <360> handset protection feature for $9.00 per month per line.  Please note that ************** account is eligible for a $5.00 credit per paid voice line of service when enrolled in T-Mobiles AutoPay benefit.  
  
  ************** voice line ending in **** qualified for T-Mobiles 2022 Line On Us P2 promotion.  Please note for a limited time starting on January 13, 2022, customers like ************** activating at least three voice lines on select Essentials, Magenta, Magenta **** Business ********* Select, Business ********* Advanced, Business ********* Ultimate (2-5), or Business ********* Ultimate+ (2-5) rate plans will receive one voice line free up to a $45.00 credit via monthly **** credits.  As such, ************** receives a monthly credit in the amount of $35.00.  
  
  ************** also qualified for and took advantage of T-Mobiles Equipment Installment Plan (***) on June 20, 2022, with the purchase of two TCL Stylus 5G 128GB handsets associated with the mobile numbers ending in **** and **** for a total purchase price of $258.00 per handset.  ************** was not required to remit a down payment on either handset but agreed to ************************** the amount of $10.75 per handset.  Please note, for a limited starting on April 7, 2022, customers like ************** could get a free smartphone up to $300.00 via monthly Recurring Device Credits (RDC) when purchasing it on *** and with the activation of a new line of service on any voice rate plan.  As ************** met the promotional requirements, he was enrolled in the Affordable Smartphone on Us with New Line Activation promotion and enrolled in 24 monthly RDCs of $10.75 per handset.  
  
  ************** also elected to purchase a ********************** Galaxy A03s 5G handset associated with the mobile number ending in **** for a total purchase price or $168.00.  ************** was not required to remit a down payment but agreed to ************************** the amount of $7.00.  ************** also purchased four accessories including a case and screen protector for the ******* A03s and TCL Stylus 5G handsets, which had a monthly *** amount of $11.68 per month over 12 months.  Please note that it may take 1-2 billing cycles to reflect the appropriate monthly credits.  
  
  Please note, prior to the completion of an *** order, customers must provide an Electronic Signature (eSignature) which allows T-Mobile to electronically capture their acceptance of the *** Terms and Conditions.  Additionally, as of the time of ************** purchase of the above-referenced handsets and accessories, T-Mobile provided a 14-day return period which allowed ************** to use the equipment to see if it meets his needs.  If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable equipment financing agreement entered at the time of the original purchase.  Unfortunately, this return period has since expired.
  
  ************** billing statement dated June 21, 2022, reflected a total balance in the amount of $197.66, which included monthly recurring charges and *** and was due on July 13, 2022.  Please note ************** account was enrolled in AutoPay on July 9, 2022.  AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the **** due date using a stored credit card, debit card or checking account supplied by the customer.  Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay.  As ************** authorized AutoPay, it is T-Mobiles position that the payment in the amount of $197.66 debited on July 11, 2022, was authorized.  A credit was applied in the amount of $27.00 by ************** Team of Experts (TEX) on July 16, 2022, which resulted in a credit balance forward of $27.00 on ************** account.  
  
  ************** billing statement dated July 21, 2022, reflected a total balance in the amount of $165.66 after ************** balance forward in the amount of $27.00.  These charges are due on August 13, 2022.  T-Mobile considers these charges valid and owed and it is our position that ************** was billed in accordance with the services he subscribes to and equipment he purchased.  We regret any inconvenience to **************. 
  
  Please be assured T-Mobile strives to provide world-class service to all our customers on each contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during ************** contact with our retail location.
  
   
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  ****** Sanchez 
  Executive Response
  
  

• Initial Complaint

  Date:07/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/01/2022

   
  August 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************
  T-Mobile Account Holder: **************************
  Your File No. 17594463
  T-Mobile Account No. *********
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 2, 2022, regarding the above-referenced account. 
   
  We regret hearing of ****************** concerns regarding his service, and we appreciate the opportunity to respond.  Our records confirm that on December 5, 2006, **************** activated the above-referenced account and is currently subscribed to our retired Simple Choice Family Unlimited Talk, Text, and Data Four Lines Included rate plan billed at an overall monthly cost of $120.00 plus applicable taxes with the lines ending in ****, ****, ****, ****, ****, 9275.  The account is also subscribed to Family Allowances at a monthly cost of $5.00. 
  
  T-Mobile is always working to improve its coverage, and we regret any service issues **************** *** have experienced.  Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors and conditions that *** interfere with actual service, quality, and availability.  Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which *** vary from location to location and *** change without notice.  T-Mobile has reviewed the billing address associated with the account and confirmed this location is in a 4G LTE and 5G in-commercial coverage with compatible devices.  We further confirmed, however, that this area reflects local site issues since June 28, 2022, and current maintenance is in progress.  T-Mobile is aware of the situation and is engaged in working toward a resolution.
  
  It should be noted that we have no record of **************** contacting us with concerns regarding his service prior to the correspondence received from your office.  It is important that if customers experience any difficulties with the service, that they provide Team of Experts (TEX) details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets.  Please note this information is critical to our ability to evaluate and troubleshoot service and coverage issues.  Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments.  On July 7, 2022, T-Mobile issued a one-time courtesy credit of $50.00 towards the balance owed, reducing the balance to $106.02, yet no troubleshooting was completed.
  To amicably resolve this matter, on August 1, 2022, an additional courtesy **** credit of $50.00 was issued to the account, reducing the balance owed to $106.26.  We ask that should **************** continue to experience service concerns he contact his TEX at ************ for assistance.  Should **************** wish to change his rate plan, he *** contact his TEX or visit https://www.t-mobile.com/cell-phone-plans to review our current rate plan offerings.  We regret any inconvenience to ****************.   
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  Aika *******
  Executive Response

  Customer Answer

  Date: 08/08/2022

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

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

• 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