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.

  102920 SE 38th St. Bellevue, WA 09006

• 

  VoiceStream Wireless, Inc.

  1 Concourse Pkwy Ste 500 Atlanta, GA 30328-5346

• 

  T-Mobile USA, Inc.

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

• 

  T-Mobile USA, Inc.

  4851 Whitesburg Dr SE Ste F2 Huntsville, AL 35802-1626

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

• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/01/2022

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

• Initial Complaint

  Date:07/19/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/01/2022

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

• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/01/2022

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

• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/26/2022

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

  Customer Answer

  Date: 07/26/2022

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

• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  T-Mobile rep convinced me to trade in my phone toward a new one. I expressed concern but the rep ASSURED me that my concerns were unfounded. They asked me to send in my phone that was in pristine condition, always kept in a case. When they received my perfect OnePlus phone, they claimed it had water damage which they would not prove. They also would not return my phone. They have sold my perfect condition phone to another customer and did not give me the promised trade in value. They also refuse to put anything in writing. Their system is rigged so they can say anything they want after the phone leaves the owner's possession so they can get away without giving the proper trade in credit. The company does not offer any written information other than refusing the credit for trade in. They refer buyers to their customer service phone number when confronted with the issue so they don't have any written trail.

  Business Response

  Date: 07/29/2022

  July 29, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****, ** *****
  
  Re:       *******************
  Your File No. ********
  T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 19, 2022, regarding the above-referenced account. 
  
  T-Mobile regrets any inconvenience ************ experienced and we appreciate the opportunity to address her concerns.  Our records indicate that on May 13, 2022, ************ took advantage of our Equipment Installment Plan (EIP) to purchase a ******* Galaxy S22 Ultra 512GB device priced at $1,399.99 and agreed to 23 monthly installments of $58.34 each and a final installment of $58.17. 
  
  At the time of Ms. ************* she took advantage of the 2022 ******* Trade P16 offer which stipulated that from April 14, 2022, through June 1, 2022, customers could get up to $400.00 off ******* Galaxy S22, via one-time trade-in credit and monthly when they purchased it on EIP and traded in a qualifying phone. Further review shows ************ traded in a OnePlus 7 device which qualified for a maximum offer value of $200.00 in the form of trade-in credit of $30.00 and $170.00 in 24 monthly credits of $7.09 each. 
  
  On May 29, 2022, ************ account received the trade-in credit of $30.00 after receiving the trade-in device.  However, due to an inadvertent error, ************ account was not enrolled in the ******* Trade P16 offer. 
  
  As such, in an effort to amicably resolve ************ concerns, on July 26, 2022, T-Mobile manually enrolled ************ account in the 2022 ******* Trade P16 offer and is set to receive 24 monthly credits of $8.34 each.  Please note, it may take up to two billing cycles for the first monthly credit to impact ************ account.  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: 07/29/2022

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

• Initial Complaint

  Date:07/19/2022

  Type:Product Issues
  Status:

  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 had a technical issue with a purchase of a device called the ************* 3. The device was having intermittent internet issues in downtown ************. Tmobile tech team provided a second device to begin troubleshooting efforts. After 60 days of them not resolving the technical issue they charged my account the full price of the phone. No resolution to the problem had been resolved. They told me there is a requirement to return the old device within 60 days. I was not aware that meant BEFORE the resolution of the technical problem. They were not willing to take the device and remove the amount from the account. I paid the amount that I was forced to pay. I am hoping that a resolution to this can be found. This is a scam for so many people and I am fortunate to have the money to pay that 2grand **** for a phone that i don't use. Some additional info: I stated to their team when the device was received if I needed to return the other device. They told me not until your technical issue was resolved. Their billing department stated several times that they apologize on behalf of the tech team but that isn't how its supposed to be handled. They cannot remove the charge cause i violated some return policy. I will gladly still turn over the device if a resolution is found.

  Business Response

  Date: 07/29/2022

  July 29, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *******************
  Your File No. 17589510
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 19, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any concern Mr. *************** have encountered regarding his account and we appreciate the opportunity to respond. T-Mobile records reflect, ************ purchased a ******* Galaxy Z Fold3 5G on October 21, 2021. By purchasing T-Mobile equipment, ************ receives a one-year Limited Warranty provided by the manufacturer of his device. During the Limited Warranty period, ************ is eligible to receive an advanced replacement of his 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. 
  
  T-Mobile is always working to improve its service, and we regret any data service issues Mr. *************** have experienced. Unfortunately, we are unable to guarantee data speeds in any location. There is no way to predict an exact speed with the variety of factors that can affect a customers experience. The device speeds may vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell site. Additionally, customers may experience different results based on location and number of other customers on the network
  
  On *********************************** contacted T-Mobile and reported the ******* Galaxy Z Fold3 date speeds were extremely slow. Thus, the device was troubleshooted and as the issues remained, a handset replacement was ordered for ************** ******* Galaxy Z Fold3 handset, and it was shipped to him on March 14, 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. It should be noted, T-Mobile records do not indicate ************ was advised to keep the defective ******* Galaxy Z Fold3 and the replacement while all his data issues were resolved, and we regret if any misinformation was provided. As records do not indicate T-Mobile received the non-working handset; ************ was charged $1,883.99 for the non-return fee and applicable taxes. T-Mobile records indicate on July 19, 2022, ************ paid the non-return fee.
  
  Furthermore, upon speaking with ************ on July 27, 2022, he advised that he will be cancelling the account, as he is in the process of porting his mobile numbers to another service provider. As such, to amicably resolve this matter and as a gesture of goodwill, T-Mobile will allow ************ to return his non-working handset directly to our *********** warehouse within 10-days of the date of this letter at:
  Executive Response
  Attention: ***************************
  1201 ***************
  ***********, ** 87107
  
  Upon receipt of the handset in acceptable, un-damaged condition, T-Mobile will follow up with ************ and refund $1,883.99 for the handset non-return fee and applicable taxes. T-Mobile asks ************ to include the complete handset and his account information in the box and recommends the package be returned via a traceable carrier that can provide a tracking number when shipping. T-Mobile regrets any inconvenience to ************.   
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  ***************************
  Executive Response
  
  

• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair Issues
  Status:

  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.

  7/12/2022 Purchased a ******* phone case charger and service over the phone. Was promised 2-3 day delivery on 4th I contacted them to find out where it was. Over the course of multiple hours of phone conversations with customer care their answer was to wait for the investigation of their delivery service *** 1-8 business days. My neighbor apparently received the package instead. In opening the package it wasn't what was ordered and contained no Sim card. 3 hours of phone conversation later they demanded to inconvenience me more inorder to return their items.

  Business Response

  Date: 07/27/2022

  July 27, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *********************************
  Your File No. 17589718
  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 to hear of Mr. ****** concerns, and we appreciate the opportunity to respond.  T-Mobile records reflect the account was opened on July 12, 2022, at which time ************** purchased a Galaxy S22 handset on our Equipment Installment Plan (***) which we show was delivered on July 14, 2022, per *** tracking number 1ZW0Y5800251863053.  On July 18, 2022, ************** reported he had not received the device, and on July 20, 2022, T-Mobile closed the *** as not received and issued a refund for the amount paid at signing of $54.38 to Mr. ****** credit card ending in 5798.  As the *** for this device has already been closed and a refund issued to **************, as a gesture of goodwill, he does not have to return the device, he may retain it.  However, the account remains active and regretfully ************** ended our conversation before we could discuss account cancellation.  Cancellation can only be done at the customer request.  If ************** would like to cancel his account, he may contact our Team of Experts (TEX) at ************, or he may contact me at the number below.  The account remains active 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

• Initial Complaint

  Date:07/19/2022

  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.

  I started having this issue when i switched to the 5G network. I notice that i have been getting a lot of drop calls and no data service in ****** **. I contacted Tmobile back in 2019 and i was told sometime in August 2019 that the towers will be available to provide 5G network. I waited and up to now the coverage has gotten way worse. I called on March 2022 and i was advised that the plan i was on was below priority and i had to switch to a newer plan and so i did. The data increased from 30gb to 100gb and STILL I have the same issue. I called again and tried to speak to their tech support and still failed to fix the issue. I called a few weeks ago to try and get a refund and i was provided $100 dollars worth of refund which to me isn't enough. I had asked for months worth for all the time i had to spend calling, getting drop calls during my business calls, and all the stress of having to deal with this. I was told 2x on 2 different occasion that this issue will be escalated and that i would get a call back within 24 to 48 hours. Well, its been a week and half and I am still waiting. I spoke to someone today and they said it was never filed. I spoke to a technician who gave me the run around and after troubleshoot my phone had been acting up. Also, the other issue i have is my **** has been inconsistent. Its not 174 whereas before it was 162.

  Business Response

  Date: 07/29/2022

  July 29, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *****************************
  T-Mobile Account Holder: *********************************
  Your File No. 17589039
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 20, 2022, regarding the above-referenced account.  T-Mobile has confirmed that ***************************** and ********************************* are one and the same.
  
  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 Mr. ********* account and based on the coverage map, confirms his account address is in an excellent coverage area with no known issues.  
  
  However, on July 29, 2022, we escalated Mr. ********* concerns to our engineering team.  Once we receive the results from our investigation, we will contact ******************** with our findings.  Should ******************** have additional concern in the interim, we would strongly encourage him to contact me at the number below.
  
  Finally, the statement issued on July 9, 2022, reflected a late payment fee on the account as the payment from the previous billing statement was not received by the payment due date, causing the variance ******************** mentions in his correspondence.  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. 
  
  ***** May
  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.

  First, I would like to say that I have reached out to T-mobile several times only to get the runaround every time. My issue is with one of the lines I added a couple of years ago. The promo on the line was that if I added it, it would be free. Well, it turns out that years later, I realize I have been paying for the line this whole time. Think about that. Years later, so this entire time, I have overpaid T-mobile hundreds of dollars that they were not entitled to. Well, every time I call or chat with a T-mobile agent, they give me the same generic replies about one of my other lines, and I repeat to tell them that I'm not referring to that line, and I have to explain myself all over again to which line I'm referring to. Well, one of those times, my call escalated, and it seemed like we were getting somewhere; they fixed the line so that I was no longer getting charged for it, but where was the money I'm owed? Well, I was told that they would look into it and it would take a couple of days. They gave me a credit of 100 dollars to appease me, so I said ok, I'll wait a couple of days for this to be resolved. Well, a couple of days went by, and nothing. I have called several times since then in a span of about 3 or 4 months only to get an answer to the effect that we'll look into it, but no one cares, of course, because it's not their money. This last time I spoke to an agent, they told me that honestly, this had happened before, but t-mobile didn't care, and they weren't going to do anything about it, no money back or anything. Imagine my anger when this was what I was told. I have been a loyal customer for 8 yrs, and this I how I get treated? This is a crime. T-mobile, I can't believe you're giving me the runaround for a couple of hundred dollars? After giving you my business for all these years? What is so hard about resolving my issue and giving me my money back? I have a hefty acct with you. I have several devices and protection plans and this is what I get?

  Business Response

  Date: 08/01/2022

  August 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *******************************
  Your File No. 17588933
  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.  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 our Free Add-A-Line: This Ones On Us! promotion, which was from March 1, 2017, through March 5, 2017, offered customers with at least two voice lines to activate one additional line for free.  T-Mobile records reflect the mobile number ending in **** was activated on September 20, 2017.  Regretfully, there was no free line promotion at that time.   
  However, we would like to reach an amicable resolution with ********************** and ask that she 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:07/19/2022

  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.

  It all started with a change of responsibility number transfer. **************** was more concerned over making a sales they did not take care of me properly and transferred me to customer care to be able to change my number from another account to now under my name and told me i had to pay for an activation fee of $105 and will send new sim cards. Multiple times I asked will I kee my number multiple times they said just call us when the sim cards arrived. The whole time pushing for card information before even asking if ai was already a customer. Sim cards arrived I call to transfer my numbers is when I am told no you shouldnt have paid for activation fees or new sim cards as you are a cuatomer already (same thing i told sales person I am a TMobile customer) we will issue you a refund then they went about helping me do the change of numbers under my name. One week later ai call for status on refund and am told was not processed did you return aim cards? I let them know ai was never told to or how to return sim cards. They tel me no worries disregard **** cards we will issue your refund. An autopay for my **** is processed of $140 for the month I approved that amount. July 13 an unauthorized charge of $105 is processed on my account I call in for third time that month and am given an apology an am told will get a refund i ask for **** refund and again has not been processed again am promised both refunds have been issued. Days later ai get a text message my **** will be disconnected as is overdue which i find weird as I processed my auto payment. I find a charge of $105 on my **** that is due from month of a****. I call and ask what it is for as I am not understanding it and know they have now charged me two times for $105 when I *** owe that amount and now for third time am being ask for the exact amount. I was given by rep an explanation of ******* charge and phone protection charge I explained made no sense since my **** increased due to that for following month

  Business Response

  Date: 07/26/2022

  July 26, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ******** Torres 
  Your File No. 17588762
  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 to hear of **************** concerns, and we welcome the opportunity to respond.  Records reflect that on June 13, 2022, the above referenced account was opened in **************** name when she completed a Change of Responsibility (COR) from a previous account in another partys name.  At that time, she was charged $105.00 for three SIM starter kits and applicable taxes.  For a COR, SIM starter kits are not required.  At that time, **************** enrolled in our AutoPay.  As **************** account bills in advance, her first **** was generated on June 14, 2022, for $140.00.  On July 4, 2022, payment was remitted for $140.00.  On July 15, 2022, $105.00 of this payment was refunded to ****************.
  
  In an effort to amicably resolve the matter, on July 15, 2022, a courtesy credit was issued for $40.00, additionally, on July 26, 2022, a credit was issued for $140.00, which represents one free month of service.  The account remains open with a balance of $103.77.  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