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

• 

  VoiceStream Wireless, Inc.

  1 Concourse Pkwy Ste 500 Atlanta, GA 30328-5346

• 

  T-Mobile USA, Inc.

  9464 Parkway E Birmingham, AL 35215-8308

• 

  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:07/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/01/2022

  August 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:      Dottiana *******
  Your File No. ********
  T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 20, 2022, regarding the above-referenced account.  T-Mobile is pleased to inform you that upon speaking with ******************, she confirmed her concern has been resolved to her satisfaction.
  
  T-Mobile regrets any concerns ****************** has regarding the account and we appreciate the opportunity to address this matter.   On October 14, 2021, ****************** activated the account and had one voice line of service with the mobile number ending in 9273.  ****************** subscribed to the Magenta Voice rate plan at a cost of $75.00 per month, which included unlimited minutes, unlimited messages, and unlimited data at up to 5G speeds depending on device and network capability.
  
  ****************** is referring to the T-Mobile Work Perks offer.  From November 18, 2021, and for a limited time, new and existing customers who worked for qualifying companies or government agencies could save 15% on up to five voice lines when they chose the ***************** rate plan, added at least one voice line of service, and contacted T-Mobiles Consumer Corporate Discount line within 30-days to have the offer applied to the account at **************.  Please note customers are required to contact the Consumer Corporate Discount line prior to activating the line of service.
  
  On December 31,2021, ****************** activated a second voice line of service with the mobile number ending in **** and subscribed to the Magenta Voice rate plan at a cost of $130.00 per month, which includes two voice lines of service, unlimited minutes, unlimited messages, and unlimited data at up to 5G speeds depending on device and network capability.  Unfortunately, the Magenta Voice rate plan is not an eligible rate plan for the T-Mobile Work Perks offer, and the Consumer Corporate Discount line was not contacted within 30-days of adding the voice line of service.  Therefore, the account was not eligible for the T-Mobile Work Perks offer.
  
  On July 15, 2022,****************** changed rate plans to the ***************** rate plan at a cost of $150.00 per month, which includes two voice lines of service,unlimited minutes, unlimited messages, and unlimited data at up to 5G speeds depending on device and network capability.
  
  On July 29, 2022, as a courtesy and means to amicably resolve Ms. ******** concerns, T-Mobile offered to apply the 2021 T-Mobile Insider P1 offer discount to the account.  The 2021 T-Mobile Insider P2 offer provides eligible customers a 20% discount on the account rate plan for the lifetime of the account when subscribed to an eligible rate plan.  ****************** is subscribed to the ***************** rate plan, which is an eligible rate plan and she accepted T-Mobiles offer.  Please be advised it can take up to two **** cycles for the discount to reflect on the account.  Should ****************** have any questions regarding this matter, or the information provided, she may contact our office at the number listed below.  T-Mobile regrets any inconvenience to ******************.
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at **************.
  
  Very truly yours,
  
  T-MOBILE USA, INC.
  
  *************************
  Executive Response
  

• Initial Complaint

  Date:07/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/01/2022

   
  August 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:       *******************************
  Your File No. 17593315
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 20, 2022, regarding the above-referenced account.  
  
  T-Mobile would like to welcome ******************** to the Un-carrier family, and we appreciate the opportunity to respond to her concerns.  Records reflect that on June 17, 2022, ******************** activated her service with T-Mobile, and attempted to participate in our Keep and Switch promotion.
  
  Our Keep and Switch promotion began on June 11, 2020; and is for a limited time.  This promotion offers customers who port their mobile numbers from select carriers to keep their eligible handset and T-Mobile reimburses them for their remaining device payment plan, up to $800.00, via a virtual prepaid MasterCard.  As ******************** did not port her number to T-Mobile, her original submission was not fulfilled.  However, on July 20, 2022, Ms. ********* number was successfully ported to T-Mobile, and on July 23, 2022, her rebate request was resubmitted.  ******************** should allow up to 14 days to receive her card.  We regret any inconvenience to ********************.
  
  Please be assured T-Mobile strives to provide world-class service to all our customers on each contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. ********* interactions with our organization, and we appreciate her feedback regarding her experience.  
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  ***************************
  Executive Response

  Customer Answer

  Date: 08/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However I will add I was given conflicting information throughout the process, assured multiple times a supervisor would call me which was not the case. It is unfortunate it took me filling a BBB complaint for someone to ultimately reach out wanting to help me. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 07/25/2022

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

  Business Response

  Date: 08/01/2022

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

  Customer Answer

  Date: 08/01/2022

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

  Business Response

  Date: 08/11/2022

   
  August 11, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ********************;
  Your File No. 17592132
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 20, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any continued concerns ************ has experienced regarding her account, and we appreciate the opportunity to respond.  As indicated in our response to your office dated August 1, 2022, at the time of activation, ************ qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of a ******* A32 handset and handset accessories. 
  
  By purchasing T-Mobile equipment, ************ receives a one-year Limited Warranty provided by the manufacturer of her device.  During the Limited Warranty period, ************ is eligible to receive an advanced replacement of her device via *********************** Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.  Under the Handset Exchange Program, T-Mobile provides a replacement handset of the same or equivalent model, with a service warranty processing fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.
  
  On May 1, 2022, a handset replacement was ordered for Ms. ***** non-working ******* A32, and it was shipped to her on May 2, 2022.  Please be advised in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee.  In addition, the possibility of a non-return fee is disclosed at the time an exchange is processed.  Our records do not indicate we received the non-working handset within the allotted timeframe provided to ************; as such, she was charged a non-return fee in the amount of $257.60 plus applicable taxes on June 16, 2022.
  
  In Ms. ***** correspondence, she indicated she returned the device as of July 12, 2022, which was outside the allotted timeframe provided for the return.  On August 4, 2022, T-Mobile processed the return of the ******* A32 at our warehouse and as such, a credit was applied to Ms. ***** account in the amount of $274.45 for the non-return fee and taxes, which reduced her account balance to $541.47 at that time.  T-Mobile regrets any inconvenience to *************
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  *********************
  Executive Response

• Initial Complaint

  Date:07/20/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/08/2022

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

• Initial Complaint

  Date:07/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/01/2022

   
  August 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************
  T-Mobile Account Holder: ****************************
  Your File No. 17592616
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 20, 2022, regarding the above-referenced account.   Please be advised T-Mobile records indicate the account holder of record is ****************************, and he has designated *********************** as an authorized user of the account.
  
  ********************** regrets hearing of Ms. ****** concerns, and we appreciate the opportunity to respond.  Please be assured T-Mobile strives to provide world-class service to all our customers on each contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. ****** recent interactions with our Team of Experts (TEX).  Our records confirm that on July 3, 2022, ************** contacted TEX to inquire about our ********************* at which time she was provided information regarding the service and cost.  It should be noted that our ********************* has a monthly cost of $50.00 with AutoPay, and for a limited time, customers who activate the service and migrate their current voice lines to our Magenta *** rate plan will receive a $20.00 monthly discount, reducing the Home Internet rate plan charges to $30.00 per month.  There is no record of a different discount being offered to **************.  
  
  Upon review of the account, there are three voice lines of service subscribed to our ONE rate plan for $140.00 per month with AutoPay, and one voice line subscribes to the optional Protection 360 feature for $18.00 per month.  Should the account holder of record, ************** choose to activate our *********************, the total monthly charges would be near $208.00 with AutoPay.  If the rate plan were to be changed to the Magenta *** rate plan, which is $170.00 per month for three voice lines, including the *********************, the account monthly charges would be near $218.00 per month with AutoPay.  Should ************** and ************** choose to activate our *********************, they may contact TEX at ************ to complete the process.  We sincerely regret any inconvenience to **************, and we appreciate her feedback regarding her experience. 
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
  *******************************
  Executive Response
  
  

  Customer Answer

  Date: 08/01/2022

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

• Initial Complaint

  Date:07/19/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/26/2022

  July 26, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *******************************
  Your File No. 17592397
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 20, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets that ********************** has chosen another wireless service provider, and we appreciate the opportunity to respond to his concerns.  T-Mobile records confirm ********************** canceled his account on June 24, 2022, when he ported his mobile numbers to another service provider.  ********************** billing cycle ran from the 18th of one month to the 17th of the following month.  Pursuant to T-Mobile policy, customers are responsible for all charges through the end of their service term. Accordingly, ********************** was billed through July 17, 2022, totaling $70.00.
  
  On July 25, 2022, in an effort to amicably resolve the matter, T-Mobile credited the account balance of $70.00.  The account remains closed with a zero balance.  We regret any inconvenience to **********************.
   
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  ***********************
  Executive Response

  Customer Answer

  Date: 07/26/2022

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

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

• 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