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Business Profile

Cell Phone Supplies

T-Mobile USA, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Supplies.

Complaints

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

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    Customer Complaints Summary

    • 27,416 total complaints in the last 3 years.
    • 8,081 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/19/2022

      Type:Product Issues
      Status:
      Answered
      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:
      Answered
      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:
      Answered
      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:
      Answered
      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:
      Answered
      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

    • Initial Complaint

      Date:07/19/2022

      Type:Billing Issues
      Status:
      Answered
      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 is overcharging me for my account. I had a horrible experience with my home internet through them and returned my router. I printed all the labels and sent back through **** Tmobile is now charging me for the router saying it wasn't scanned yet. I returned it back in May. I've disputed and they are basically continuing to list it on my account and won't remove the charge.

      Business Response

      Date: 07/29/2022


      July 29, 2022

      FILED ELECTRONICALLY

      Better Business Bureau
      12639 *************,Ste 200
      *****, ** *****

      Re:      *******************************
      Your File No. 17588424
      T-Mobile Account No. *********

      To Whom It May Concern:

      T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 19, 2022, regarding the above-referenced account. 

      T-Mobile regrets any concern ******************** may have encountered regarding his account and we appreciate the opportunity to respond. On December 31, 2021, ******************** activated a Home Internet line of service ending in ****, ordered a ***** 5G Gateway and enrolled to the T-Mobile Home Internet rate plan, for a monthly cost of $55.00.

      On March 16, 2022, ******************** requested the cancellation for the Home Internet line, due to the service issues he was experiencing.Thus, the line was cancelled the same day and a label was provided to him, to return the Gateway. Regrettably, T-Mobile records do not indicate the Gateway was returned to our warehouse. Thus, on April 30, 2022, Mr. ********* account was charged a non-return fee of $393.13, taxes included.

      On July 19, 2022, our office contacted ******************** and as a on-time courtesy to him, we issued an account credit of $459.28, for the non-return and taxes, and for his inconvenience. Thus, at the time the account balance updated to a credit balance of $26.21. 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.

      ******* Saiz 
      Executive Response

    • Initial Complaint

      Date:07/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 spent a total of ****************************************************************************** December of 2021 I purchased a new iPhone13 pro *** while visiting my mom across the country over Christmas. I brought my iPhone 12 in so that my mom could switch over to that phone and I could use her upgrade for the 13. I have all of our phones under my name. I Was told everything went smoothly and we shouldnt have any problem doing that. I purchased it at the T-Mobile kiosk at Best Buy in ********** **************. I live in ******** ******. About 3 months goes by and I noticed My **** seemed higher than explained when I purchased the phone.I looked into my **** of course and realized I have been getting charged for two iPhone 13s on my equipment charges. I figured it was a mistake that could be easily fixed. I called T-Mobile and was on the phone for about two hours and then was told that it was Best Buys problem and that I needed to go back to the story bought the phone at to fix the problem. That would be very difficult because its across the country so they said that I need to just ask Best Buy in general to remove the phone that I did not purchase off of my ****. I went into Best Buy after that phone call because I wanted to talk to someone in person. They said unfortunately it is T-Mobiles problem since it doesnt show on their end but only on my T-Mobile ****. After they attempted to help me troubleshoot and get a T-Mobile representative on the phone it was a few went by. I was told from T-Mobile that they needed to have a closer look into my account for potential fraud when I purchased the phone since the phone Ive been getting charged for has a separate imei #. No one contacted me. Not only is this costing me money but also so much time after countless phone calls of being redirected to a different department and having to explain myself over and over. I feel completely stuck and ignored into paying for this phone that I never bought.

      Business Response

      Date: 07/27/2022

      July 27, 2022

      FILED ELECTRONICALLY

      Better Business Bureau 
      12639 *************, Ste 200
      *****, ** *****

      Re:      *********************************
      Your File No. 17588124 
      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 on December 23, 2021, ********************** took advantage of our Equipment Installment Plan (***) to purchase two Apple iPhone ************* devices each priced at $1,199.99.  ********************** was required to remit a down payment of $449.99 per device and agreed to 24 monthly installments of $31.25 each per device. 

      On April 21, 2022, ********************** contacted our Team of Experts (TEX) regarding her concerns with additional charges for her devices.  After review, we informed ********************** of the device purchases to which she indicated to have only purchased one Apple iPhone ************* device and not two as we had in our records.  As such, T-Mobile directed ********************** back to the point of sale (Best Buy) for further assistance.  

      On May 23, 2022, ********************** contacted TEX regarding her concerns as she had visited the Best Buy location in which she had initiated her purchase and had been referred back to T-Mobile.  As such, T-Mobile initiated an investigation in an attempt to locate the additional device on Ms. ********** account.  T-Mobile could not locate the device, but also confirmed the device in question had not been used in Ms. ********** account or any other T-Mobile account.  

      As such, to resolve Ms. ********** concerns, on July 26, 2022, T-Mobile manually terminated the *** associated with the additional Apple iPhone 13 ************* device effectively removing it from ************************** account to avoid future charges.  Additionally, T-Mobile issued a credit of $218.75 equal to *** installments that were billed to Ms. ********** account for the additional device.  Ms. ********** account remains active with a credit balance of $218.75.

      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 authorized retail location Best Buy.  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

    • Initial Complaint

      Date:07/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      The T-Mobile Service has major issues on their 5G internet, bandwidth, gateways, towers, and equipment. This provider has interrupted my internet service thousands of times within the past year with no remorse nor assurance of reestablishing a stable internet connection with my agreement to their terms and conditions. I have overpaid for their 5G services they have promised to provide me in my contract. The provider has presented with no transparency nor reliance in how they have received countless disputes from their constant interruptions of my services. The call centers are located mostly in the Phillipians, and the communications are the poorest. Their agents are not fluent in English and can be long-winded to the point of hours of their trying to explain issues occurring in their network. This alone literally *****, causing my valuable time to be wasted in my attempts to establish or reestablish good services when this is to no avail. Please look into this complaint and investigate this provider's 5G internet service into the **************************************************** area, where there is a tower that is not working and is reported most of the time as down and is getting worked on. It has been an overwhelmingly terrifying experience to be provided little or no services of internet for at least a year from this T-Mobile provider. Their new 5G service is the worse since the beginning of their attempts to keep this service up and running. I am appalled to their concept of establishing this service that does not work for all of their customers, especially in the area of where I live.

      Business Response

      Date: 07/29/2022

      July 29, 2022

      FILED ELECTRONICALLY

      Better Business Bureau 
      12639 *************, Ste 200
      *****, ** *****

      Re:      *************************
      Your File No. 17587738
      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 is always working to improve its coverage, and we regret any service issues **************** *** have experienced.  On May 24, 2021, **************** added a T-Mobile Home Internet line ending in **** to her account.  The Home Internet line has been subscribed to T-Mobiles $55.00 Home Internet rate plan since the date of activation and received a $5.00 AutoPay discount, as Ms. ******* account is enrolled in AutoPay, reducing her monthly recurring charges to $50.00 with taxes and fees included.  

      Records confirm that that **************** has been accurately and correctly billed for the ********************* she subscribes to, and we do not reflect any records of any service interruption on Ms. ******* account in the last 12 months.  In fact, records confirm that Mr. ******* has never had any service interruption going back to her service activation date, December 19, 2017.  It should also be noted that both of Ms. ******* mobile lines of service ending in **** and **** are using non-T-Mobile branded ******** devices that are only LTE capable and have no 5G technology.  

      Although we regret any coverage issues **************** has experienced, unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors and conditions that *** interfere with actual service, quality, and availability.  Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which *** vary from location to location and *** change without notice.  T-Mobile has verified the address on Ms. ******* account and reviewed the coverage in **************, and based on the coverage map, confirms her account address and zip code location are both in an excellent LTE coverage area with no known issues.  However, T-Mobiles local Engineering Team did identify Ms. ******* home address and Zip Code of ***** are located in a low 5G coverage area, and therefore, **************** will experience low to no data speeds on T-Mobiles Home Internet device.  *********************** local Engineering Team is aware of the issue, however, at this time, there are no plans for local site upgrades or network expansion to support Ms. ******* home address.  Regrettably, **************** is receiving the best Home Internet speeds available.  

      In response to Ms. ******* concerns with our ********************* we are disappointed to hear that her experience has not been satisfactory.  ************************ are a large part of T-Mobiles incredibly diverse workforce, which we celebrate and for which we are highly regarded; however, we appreciate and thank **************** for her feedback. 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 to ****************. 

      As a gesture of goodwill, on July 29, 2022, T-Mobile issued a onetime $100.00 account credit to Ms. ******* account leaving her account with a credit balance of $100.00.  Please note, Ms. ******* Home Internet line ending in **** is under no contractual obligation.  As such, should **************** find her ********************* to be unacceptable, it *** be appropriate for her to consider exploring a service provider that *** better meet her needs.  Although we would regret losing **************** as a Home Internet customer, as there is no contractual obligation for her *********************, she *** terminate the line at any time without any fee by contacting her Team of Experts at **************.  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:
      Answered
      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 services was disconnected in the middle of an emergency in which my car was towed, leaving me stranded hours away from my home with my child. I begged and pleaded for a temporary reconnection in order for me to call someone but was told over and over again, that I cant unless I pay $1200. My **** is only that high because I had some returned payments because my checking account was hacked by PayPal. Ive expressed this to them over and over again, yet they still wont even listen. I know I owe, but my wallet was in that car, and the only access I have to my account is on my phone in which I cant even receive the text message for ID verification to get into it. Ive always made sure I stayed in contact with them and let them know what was going on, but its like they refuse to listen to me. And now Im stuck in a hotel lobby with my son cause I have no way to pay for anything.

      Business Response

      Date: 07/29/2022

       
      July 29, 2022

      FILED ELECTRONICALLY

      Better Business Bureau 
      12639 *************, Ste 200
      *****, ** *****

      Re:      ***********************
      Your File No. 17587533
      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 **************** may have experienced regarding the above-referenced account, and we appreciate the opportunity to address these concerns.  The above account was activated on January 2, 2022, with one voice line of service subscribed to our Magenta *** rate plan at the cost of $90.00 per month.  Additionally, **************** opted for our optional MAXup feature at the rate of $35.00 monthly that provided 100GB of high-speed mobile hotspot data to her plan.  At the time activation, **************** was enrolled in our AutoPay feature and received a $5.00 AutoPay discount.

      On January 18, 2022, **************** took advantage of T-Mobile's JUMP! On Demand (JOD) program with the lease of an Apple iPhone 12 64GB handset.  **************** was required to remit a capital cost reduction payment of $125.00 and agreed to 18-monthly lease payments in the amount of $24.06 each, with a purchase option price (POP) of $171.99 plus tax.  Additionally, **************** was then subscribed to our optional Protection 360 feature at the rate of $18.00 monthly for the line of service ending in 6332.  Please note, Ms. ******* **** cycle runs from 3rd of one month to the 2nd of the following month with payment due by the 23rd of month. 

      On January 18, 2022, the AutoPay feature was removed as **************** agreed to a payment arrangement via the My T-Mobile App for the balance owed at that time, where she agreed to a payment of $75.00 to be remitted on January 28, 2022.  Regretfully, the payment was not received on January 28, 2022, and as a result, the account was partially suspended on January 31, 2022.  Please note that if a customer defaults on a payment arrangement that have been agreed to, then collection activity automatically resumes on the account.  This means that the account may be suspended, cancelled, or assigned to a third-party collection agency.  

      On February 1, 2022, the account was restored when **************** remitted a payment in the amount of $97.29 via Electric Check Payment.  As stated in our Terms and Conditions, if we suspend a customers service and then later reinstate it, a fee may be assessed.  Therefore, when **************** made a payment on February 1, 2022, and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line.  

      On February 15, 2022, the payment of $97.29 was returned by Ms. ******* financial institution, and was returned to the balance owed along with a $35.00 returned payment fee.  On February 16, 2022, **************** agreed to a payment arrangement via the My T-Mobile App where she authorized a payment of $367.98 to be debited on February 27, 2022.  On February 27, 2022, this payment was declined by Ms. ******* financial institution.  On March 1, 2022, a **************** agreed to a payment arrangement via the My T-Mobile App where she authorized a payment of $367.98 to be debited on March 11, 2022.  On March 11, 2022, this payment was declined by Ms. ******* financial institution.  On March 13, 2022, the account was partially suspended for non-payment.  Please note that customers will continue to be billed the monthly access fees for rate plans and features while service is partially suspended.    

      On March 14, 2022, **************** agreed to payment arrangements via the My T-Mobile App where she authorized a payment of $256.31 to be debited on March 21, 2022, and a second payment of $256.30 to be debited on April 4, 2022.  On March 21, 2022, the first payment was declined by Ms. ******* financial institution.  As a result, Ms. ******* account services were fully suspended. 

      On March 24, 2022, **************** remitted a payment of $35.00 and a second payment of $249.95 made on March 31, 2022.  The payment of $35.00 was returned by Ms. ******* financial institution on April 6, 2022, and the payment of $249.95 was returned by her financial institution on April 12, 2022.  As such, the payment amounts were returned to the balance, and the account was assessed two returned payment fees of $35.00 each.  This resulted in the account being blocked from making Electronic Check Payments effective April 6, 2022, preventing additional Electronic Check Payments from being accepted, as well as the account being ineligible for future dated payment arrangements.

      Please note that T-Mobile provided **************** additional time to remit payment, during which the account was suspended and restored several times as the account continued to carry a past-due balance.  T-Mobiles Team of Experts (TEX) continued to restore the account without a payment remitted in an effort to work with **************** with the promises of payment within a few days of the account being restored.  Regretfully, the promises to pay were not met.  

      As of July 19, 2022, Ms. ******* account reflected an outstanding balance that was more than 120-days past-due, and the account services were suspended.  T-Mobile advised **************** that in order to restore the account a minimum payment of $1,021.23 would need to be remitted to restore services.  Regrettably, the account was identified as business risk due to account being excessively delinquent and was cancelled.   T-Mobile advised **************** that the full past due balance must be settled before the account can be restored. 

      The account currently reflects a balance of $1,264.83, which is comprised of monthly recurring charges from March 3, 2022, to July 2, 2022, restore from suspend fees, return payment fees, late fees, and applicable taxes.  Currently, there are pending charges as the final billing statement will be generated on around August 3, 2022.  It is T-Mobile position that Ms. ******* account has been handled according to the Terms and Conditions of service and we have confirmed the balance is accurate.  As such, we respectfully decline any compensation to **************** for this matter, and we recommend she contact our Team of Experts at ************ for payment options.  T-Mobile regrets any inconveniences this matter has caused.

      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. 

      Amor *****
      Executive Response

      Customer Answer

      Date: 07/29/2022

       
      Complaint: 17587533

      I am rejecting this response because: Ive asked for options over and over again to pay my ****, when I couldnt use my card (PayPal hackremember). There were times when I got at least someone whod be willing to help, but as of lately, Ive just been greeted with attitudes and people bouncing me from rep to rep. Ive asked on SEVERAL occasions, to speak with a super who I could try to come up with some type of payment agreement, and was always ignored. Then when I did try to make a payment that was agreed on for me to pay ($200 then Id be able to split the rest) I was advised not to because it wouldnt stop my services from being disconnected and that was all the money that I had. So no I dont agree with the decision. 

      Sincerely,

      ***********************

    • Initial Complaint

      Date:07/19/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 6/20/2022 I opened an account with t-mobile. See Attachment 1. On 6/21/2022 I received an email saying my account was active and that I needed to complete *** card activation and device setup. See Attachment 2. On 6/22/2022 T-Mobile debited my bank account in the amount of $50.48. I received the phone on 6/27/2022. I called t-mobile to activate the *** card. At that time they told me they did not have internet service. During that call, I cancelled my service. Immediately after the call, I returned the phone to a store. See Attachment 3. I called on 7/1/2022 asking what the status of my refund and was assured I would have a refund in 5 business days. No refund was provided. On 7/11/2022 T-mobile debited my account again in the amount of *****. See Attachment 4. I called T-mobile on 7/12/2022 indicating that I cancelled my account and did not approve the charge made on 7/11/2022. I requested a refund for that charge and the charge made on 6/22/2022. I was assured that I would received a refund on both charges in 5 business days. No refund to date.

      Business Response

      Date: 07/29/2022

      July 29, 2022

      FILED ELECTRONICALLY

      Better Business Bureau 
      12639 *************, Ste 200
      *****, ** *****

      Re:      ********************************** No. 17587313
      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 on June 20, 2022, **************** activated her account with one line of service and subscribed to the Essentials 55+ rate plan at $45.00 per month plus tax and the optional Protection 360 feature at $9.00 per month plus tax.  Additionally, **************** subscribed to the optional *************** which provided a $5.00 monthly discount towards the rate plan reducing the costs to $40.00 per month plus tax. 

      At the time of activation, **************** took advantage of our Equipment Installment Plan (***) to purchase a ******* Galaxy A13 5G device priced at $258.00.  **************** was required to remit a payment of $50.48 for the upfront costs which consisted of a $35.00 Assisted Support fee and sales taxes of $15.48 and agreed to 24 monthly instalments of $10.75 each.  

      T-Mobile provides a 14-days return period to all customers allowing them to use the service to see if it meets their needs.  If a customer finds the service was not acceptable, they may cancel service within this period and only be responsible for the service charges, fees and taxes incurred through the date of cancellation.  Customers are also able to return their device for a refund, less any restocking fee.  
       
      Further review shows on June 27, 2022, **************** returned the ******* Galaxy A13 5G device back to **********************.  As such, the *** associated with the device was terminated.  However, **************** account remained active. On July 1, 2022, **************** contacted our Team of Experts (TEX) and pursuant her request, T-Mobile cancelled **************** account. 

      Regretfully, **************** account still produced the first billing statement in the amount of $53.06 and as **************** account also remained subscribed to the ***************, on July 11, 2022, the payment of $53.06 was processed automatically.  

      On July 19, 2022, T-Mobile processed a refund in the amount of $33.10 after **************** monthly charges were prorated due to the cancellation and this was provided directly to **************** credit card.  However, after cancellation, **************** account received an additional proration leaving a credit balance of $8.89.  

      As such, on July 29, 2022, in an effort to amicably resolve **************** concerns, T-Mobile offered to issue an additional credit of $11.07 which along with the credit balance of $8.89, it would leave **************** account with a revised credit balance of $19.96 and offered to provide this as a refund in the form of prepaid card mailed to **************** billing address of record.  **************** accepted our offer as resolution to her concerns and her account remains cancelled with a zero balance. T-Mobile regrets any inconvenience **************** experienced. 

      Based upon the above, we respectfully request that this matter against T-Mobile be closed.
       
      Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
       
       
      Very truly yours,
       
      T-MOBILE USA, INC. 

      *******************
      Executive Response

    T-Mobile USA, Inc. is NOT a BBB Accredited Business.

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