Complaints

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

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  T-Mobile USA, Inc.

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  T-Mobile USA, Inc.

  34931 SE Douglas St Snoqualmie, WA 98065-9224

• 

  T-Mobile

  6501 Grape Rd Mishawaka, IN 46545-1007

• 

  T-Mobile USA, Inc.

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

• 

  T-Mobile

  7741 Gateway Ln NW Ste 100 Concord, NC 28027-5412

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.

  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:

  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 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:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/20/2022 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
  
  

• 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.

  T Mobile has been contacted about the on ongoing problem of the phone service not working properly, of unwanted text service and people able to get a phone number and use it to abuse me and nothing is being done about it at all. I need some one from the *** office to contact me.

  Business Response

  Date: 07/29/2022

  July 29, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:       *************************
  Your File No. 17587328
  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.  
  
  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.  T-Mobile has verified the address on **************** account and based on the coverage map, confirms his account address is in an excellent coverage area.
  
  However, further review confirms that currently, the tower providing coverage to **************** address is currently experiencing service degradation due to equipment hardware malfunction.  Our engineering teams are aware of the problem and are currently working as fast a possible to resolve it, however, we currently do not have a specific time of resolution.  We appreciate **************** time and patience. 
  
  Please note, our Executive Response team made attempts to contact ****************, regretfully, **************** informed ** that he was indisposed and could not address his concerns at this time.  Nonetheless, should **************** require additional assistance, he *** also contact our Team of Experts (TEX) at ************** or 611 from his T-Mobile device at his convenience.  T-Mobile regrets any inconvenience **************** has 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:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I am contacting you today concerning T-Mobile's refusal to honor a promotional offer for a $50 Mastercard gift card upon signup for home wifi service. The offer was extended on the phone and confimed via email when I signed up for service on April 27 (photo attached). I promptly submitted a claim for the offer, on May 2nd. When I did not receive anything, I contacted T-Mobile and was told to resubmit my claim, which I did on May 26 (photos attached). I received a link to a website to claim a reward, but no information to enter to claim it. I called and spoke to a helpful employee named who offered to call back and confirm that I received my offer, but unfortunately I was unavailable when she did so and I wasn't able to return her call directly. So I called TMobile again and was told I would receive my offer in the mail by July 7. I've allowed extra time but nothing has arrived. I've attached pictures of the original email offer and both submission confirmations. Thank you for your assistance.

  Business Response

  Date: 07/29/2022

   
  July 29, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:       ***** Shaw 
  Your File No. 17587246 
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 19, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any concerns ************ experienced, and we appreciate the opportunity to address this matter.  On April 27, 2022, ************ activated the account with a T-Mobile Home Internet (HINT) line of service with the mobile number ending in 9751.  ************ activated the account during the 2021 HINT P17 offer.  From January 6, 2022, and for a limited time, customers can get a $50.00 virtual prepaid rebate card when they activate a new T-Mobile Home Internet line of service on an eligible rate plan and register online at promotions.t-mobile.com.  Please be advised ************ met the eligibility requirements for the 2021 HINT P17 offer.
  
  On May 2, 2022, ************ completed her submission for the 2021 HINT P17 offer which was approved on June 2, 2022.  Please note the virtual prepaid rebate card does not reflect usage.  On May 26, 2022, ************ remitted a second submission for the 2021 HINT P17 offer which was declined as at the time of submission, the May 2, 2022, submission was pending.
  
  On July 28, 2022, to amicably resolve Ms. ***** request, T-Mobile submitted a request to reissue the virtual prepaid rebate card in the amount of $50.00; and issued a $50.00 one-time courtesy account credit to the account which resulted in $50.00 credit balance.  Please note, the credit balance will be utilized towards future monthly recurring charges.  Should ************ have any questions regarding this matter, or the information provided, she may contact our office at the number listed below.  T-Mobile regrets any inconvenience to ************.
   
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at **************.
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  ****** Tellez  
  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: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 problem is that I have a new phone, my service isn't what I am paying for. I've had t9 restart my phone more than I should have. I have called tmobile and chatted either them more than 3 times about this issue. For the amount of money I pay for service I shouldn't have any problems. Oh I didn't mention that these problems are happening over wifi. I have 5g and I've seen it on my phone once and that was today as I was on the phone with a rep. ***** she said let's restart your phone as if I didn't do that already. I need answers and now.

  Business Response

  Date: 08/05/2022

   
  August 5, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***************************
  Your File No. 17587225
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 18, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets hearing of Ms. ******** concerns regarding her new device.  ********************** records indicate ****************** agreed to and took advantage of our Equipment Installment Plan (EIP) on June 9, 2022, with the purchase of a ******* Galaxy S22 at a retail price of $799.99.  ****************** was not required to remit a down payment but agreed to 24-monthly installments; 23-monthly installments of $33.34 and a final installment of $33.17.  It is important to note that the ******* Galaxy S22 does not have any known issues in relation to data or network.
  
  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 Ms. ******** account and based on the coverage map, confirms her account address is in an excellent coverage area with no known issues.  
  
  Please note that although we have records of ****************** contacting her Team of Experts (TEX) regarding this matter, we have not been provided the opportunity to fully troubleshoot her concerns.   It is important that if customers experience any difficulties with the service, that they provide TEX details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets.  Please note this information is critical to our ability to evaluate and troubleshoot service and coverage issues.  Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments.
  
  Upon speaking with ****************** on Thursday, August 4, 2022, our office completed troubleshooting steps with her to attempt to resolve her issue.  Should ****************** have continued concerns, she has been provided with our offices direct contact information so we can continue to work towards a complete resolution.  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. 
  
  ***** May
  Executive Response

• Initial Complaint

  Date:07/19/2022

  Type:Sales and Advertising 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 used to have a Business account for my wireless services with T-Mobile, until after I decided to change it for a personal account since the monthly charges were too high. I called then back in February around the 10 to switch the account, my calls are always directed to Spanish speaker department, I really noticed they don't know anything about the programs and offer, they just want to cell or do whatever is easier for them. This person changed the account a personal account as I requested but left the business account open with 2 lines open that never have services and there is one, they said it digital and never had any other device, just three lines in service. After 3 month I received a letter from T-Mobile stated it that we own more than $700 for that account that was supposed to be closed, the following month the charges when up to $827.37.I had called many times, but nobody can help me. Last time while I was talking with somebody in English, I received a call from one of the Spanish speaking guys called *******, He make hang up because he said he was going to help and called me back in a week, He never got back to me. He was really worried because my review with their customer services was all negative.They are just cheap labor that work overseas I guess, and they don't know that much about the company.This is my Business Name *************** *** Account # *********

  Business Response

  Date: 08/01/2022

  August 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *************************
  T-Mobile Account Holder: *************** Inc.
  Your File No. 17586901
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 19, 2021, regarding the above-referenced account.  Please be advised the account holder of record is *************** Inc., and ************************* has been designated as an authorized user of the account.
  
  ********************** regrets to hear of Ms. ******** concerns and we appreciate the opportunity to respond.  T-Mobile records reflect the mobile numbers ending in ****, ****, and ****, were cancelled on February 10, 2022, when they were moved to another account.  However, the mobile numbers ending in **** and ****, remained active and continued to **** totaling $607.35, until they were cancelled on June 21, 2022, at the account holders request.  T-Mobile records do not reflect a previous request to cancel these mobile numbers.
  
  Please be advised, if a customer has an open Equipment Installment Plan (***) and the account is canceled, any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement.  This information is disclosed within the *** agreement provided at the time of purchase.  T-Mobile records indicate an *** was agreed to on the account on November 21, 2021, with the purchase of three pairs Apple AirPods, and on December 14, 2021, with the purchase of assorted accessories for an Apple iPhone Mini handset.   When the account was canceled on June 21, 2022, the remaining *** balance of $222.24 was accelerated and posted to the final billing statement.
  
  On July 25, 2022, T-Mobile credited $607.35 to the account, leaving a remaining balance of $222.24, which are the accelerated *** charges.  Upon speaking with ******************, she advised us that she returned this equipment.  Please note the return period for these purchases was 14 days from the date of purchase.  While we have no record of the equipment being returned, we have asked that ****************** provide documentation regarding the return, and upon receipt we will credit the remaining charges as a gesture of goodwill.  The account remains closed with a balance of $222.24.  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:

  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 (T-M) is trying to charge me $54.50 even though I returned their equipment within the free trial period and complied with every request (which became extreme.) T-M has now sent the charge to a collector! On 2/21/22 I signed up for a free trial of T-Ms ** internet service. It did not work well, and I tried to return the device within the ****** free trial window. (It took over an hour on the phone to try to obtain return authorization). However, T-M persuaded me to make some changes to the set-up and then test the device a few more days. They said if I was willing to try, they would extend the free trial 15 more days at no charge. I made the changes, but the internet signal was still inadequate, and I said I wanted to return the device. I was finally allowed to return it on 3/18/22. However, after returning it, I got a **** for $54.50 that I do not owe, as T-M had told me the trial period was free. I have tried three times to call T-M to ask them to cancel that charge. Unbelievably, even though the **** has an account number that identifies me, T-M insisted it was impossible to cancel it unless I provided them with my secret 4 digit Pin.I did not remember a PIN for a device that was in my home only 3 weeks.T-M then said that if I dont remember my PIN, the only way to cancel the charge, would be to drive to a T-Mobile store and provide them with my identification! Again, unbelievable! Finally in June I spent an hour driving to a T-Mobile store to get that charge cancelled once and for all. The employee checked my ID, and then tried for 45 minutes to cancel the charge.But he found he could not cancel it, because the **** had been turned over to a collection agency. Within a day or two I got a call from a collection agency. I told them the charge was an invalid and not owed by me. What can I do to get this charge removed! I do not owe it, and I dont want it to hurt my credit.

  Business Response

  Date: 07/29/2022

  July 29, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *******************************
  Your File No. 17586870 
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 19, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any billing concerns **************** has experienced and we appreciate the opportunity to respond.  T-Mobile records confirm on February 21, 2022, Ms. ****** activated our T-Mobile ********************* for $55.00 monthly.  Please be advised that T-Mobile provides a 5G Home Internet Gateway at no cost; however, it must be returned within 30 days of cancellation to avoid a non-return fee.
  
  Please note, beginning May 10, 2022, and for a limited time as part of T-Mobiles Test Drive T-Mobile Home Internet promotion, new and existing customers activating a Home Internet, Small Business Internet, or ************************* on a qualifying rate plan are eligible to Test Drive T-Mobile services for 15 days worry free.  Customer will need to call customer care to cancel their home internet, Small Business Internet, or ************************* within 15 days of activation.  
  
  The billing statement dated February 22, 2022, reflected a total balance of $55.00.  This balance was for monthly access charges from February 22, 2022, through March 21, 2022.  T-Mobile records indicate on March 18, 2022, **************** cancelled the account.  As **************** was outside of the 15-day trial period, she did not qualify for a one-time **** credit.  
  
  The billing statement dated March 22, 2022, reflected a total balance of $54.50.  This balance consisted of a past due balance of $55.00 and a credit of $0.50.  The balance consisted of a credit of $5.50 for monthly access charges from March 18, 2022, through March 21, 2022, and a $5.00 late fee and was due by April 14, 2022.  Please note, the 5G Home Internet Gateway has since been returned.  As T-Mobiles internal collection efforts were unsuccessful, on July 1, 2022, the account was referred to a third-party collection agency, **************************.  
  
  Please note T-Mobile takes account security seriously.  T-Mobiles account verification policy states that if an account has a PIN/passcode, it is the first piece of information that is requested by Team of Experts (TEX) to gain access to the account.  If a customer does not remember their PIN/passcode, they can change their PIN/passcode by receiving and verifying a one-time PIN that is sent to their ********************** handset.  ******************* account is cancelled and therefore, she is unable to receive the one-time PIN, she must visit a ********************** retail location with a government issued identification to reset the account password before access can be granted.
  
  To resolve this matter, on July 29, 2022, T-Mobile issued a credit of $54.50 for monthly access charges from February 22, 2022, through March 18, 2022, and late fee.  In addition, T-Mobile removed the account from third-party collections and requested the collection agency to delete any negative information reported to the credit bureaus regarding this debt.  Please note it may take up to 90 days for Ms. ******* credit report to reflect the change.  As of the date of this correspondence, the account remains closed with a zero balance.  We sincerely regret any inconvenience to ****************. 
   
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  *************************
  Executive Response
  
  

  Customer Answer

  Date: 07/30/2022

   
  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.
  
  

  Although the resolution is satisfactory, I would like to make a comment. Some parts of T-Mobiles response did not make sense, or were not truthful implying I was at fault, when I was not!

  
  FIRST:  I NEVER had a T-mobile phone, and never ordered one, so it would have been impossible for T-mobile to send a message to my T-mobile handset or for me to respond!

  
  SECOND: After the T-Mobile 5G wifi/router did not work, I did indeed start to return within the 15 day test period. However, T-mobile employees pressured me very hard to test a little longer after making some changes to the wifi/router set up. They told me that if I was willing to do this, they would extend my free trial an additional 15 days without charge. I finally, reluctantly, agreed. 
  Therefore, for T-mobile to say that I did not return the device within my free trial period was simply not true! I DID return it within the free trial period that the agent had extended an additional 15 days after pressuring me to not give up on the device, even though I wanted to return it sooner.
  I very much hoped the 5G equipment would work for my needs, but it didnt. I spent at least 3 hours on the phone in multiple calls trying to return it, and then later trying to get the charge canceled, and even had to drive to a T-Mobile store to try to get them to cancel the unauthorized, invalid charge.

   

  Best regards,

   

  ********* Hunter 

  
  Frankly, I would NEVER buy anything from T-Mobile again, and would advise my employer to do the same, based on this horrible experience. (Personally, or though employers, I have helped make decisions or manage communication services for many business branches and locations throughout the western U.S.  The telephone and/or internet companies I have worked with over the years include AT&T, ******** Sprint, Xfinity Mobile, ******** Centurylink, O2 (UK), and Zipfly. But with these other companies I have never, ever experienced anything like what happened with T-Mobile.)

• Initial Complaint

  Date:07/18/2022

  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 tried t ***** home internet free 2 week trial on June 7 to stream TV I had not enough sp eed to stream spent hours on phone with them trying to get it to work to no avail canceled service before trial expired on June 20 sent back their equipment in good condition they took $50 from my bank account on June 27th I have called numerous times trying to get my money back they keep saying 1 to 3 business days it will be in my account it never shows up because they took that money I have to pay a $35 overdraft fee

  Business Response

  Date: 08/01/2022

  August 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      **** ****
  Your File No. 17586316
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 18, 2022, regarding the above-referenced account.  T-Mobile is pleased to report that we have resolved Mr. ****** concerns to his satisfaction. 
  
  T-Mobile regrets Mr. ***** concerns regarding his account and billing.  Our records confirm that Mr. ***** account was activated on June 7, 2022, with the Home Internet number ending in **** which was subscribed to the T-Mobile ********************* plan for $55.00 including taxes, per month.  Please be advised that T-Mobile provides a 5G Home Internet Gateway at no cost; however, it must be returned within 45 days of cancellation to avoid a non-return fee.  
   
  Please note, at the time of activation, Mr. ****** account was enrolled in AutoPay.  AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the **** due date using a stored credit card, debit card or checking account supplied by the customer.  Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay.  Furthermore, customers enrolled in Autopay, will receive a $5.00 monthly discount, per eligible line (up to eight lines). 
   
  T-Mobile postpaid accounts are billed by a system known as **** current.  This means charges for Mr. ***** rate plan were billed in advance of the service being provided and became due within that billing cycle.  For instance, Mr. ***** billing cycle runs from the 8th of one month through the 7th of the next month.  In this case, notice of the monthly recurring service and feature charges is available on or around the 9th of the month, and those charges are then due on or around the 28th.  If during that billing cycle Mr. **** had any usage charges or made changes to his service, the respective changes and/or charges would be reflected on the next months statement, as obviously we cannot predict those charges in advance.  As such, the billing statement dated June 8, 2022, reflects a total of $50.00 for services during the billing cycle dates of June 8, 2022, and July 7, 2022.  
  
  Pursuant to Mr. ****** request, on June 22, 2022, his account was canceled.  At the time of the cancelation, T-Mobile provided Mr. **** with a prepaid return label for the return of his 5G Home Internet Gateway.
  As Mr. **** authorized AutoPay, on June 26, 2022, his provided credit card ending in ****, was debited in the amount of $50.00.  It is T-Mobiles position that the payment debited on June 26, 2022, was authorized. 
  
  As a result of the cancelation, the billing statement dated July 8, 2022, reflects a credit balance in the amount of $24.83 for prorated services charges from the June 22, 2022, through July 7, 2022, billing period.  On July 15, 2022, Mr. ****** credit card ending in **** was refunded in the amount of $24.83. 
  On July 29, 2022, our office apprised Mr. **** of the above information.  To resolve his concerns, a one-time $25.17 refund was applied towards Mr. ***** credit card ending in ****.  Respectfully, T-Mobile declines Mr. ***** request for an additional $35.00 reimbursement.  T-Mobile asks Mr. **** to allow up to five business days for the above refund to reflect on his credit card.  Mr. ****** account remains canceled with a zero balance.  T-Mobile regrets any inconvenience to Mr. ****.
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************. 
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  Vanessa Quintana  
  Executive Response
  
  

  Customer Answer

  Date: 08/02/2022

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

• Initial Complaint

  Date:07/18/2022

  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 7/16/22 I called to report an issue with my phone. Initially I was sent to the store to get a new *** card. The store honored the *** card but so the phone was defective. I was advised to call customer service to get my warranty honored. They were honoring my warranty, during the call the representative checked my address with me. Today 7/18/22 I called to find out the status when I was told it was shipped to the wrong address. An address I haven't lived in over 10 years. I was on the phone for over 2 hours trying to have them fix the issue. Even after speaking with a supervisor they were unable to fix the issue and wanted me to wait another 24 hr for a phone call. I have no phone to be called on. No matter how many times I've tried to explain this to them. They gave me no other option but to wait for a call back that I can not receive directly. I had to call my mother on ******** through my computer and have her call from her phone to go through this process. The supervisor thinks a credit on my account can make up for the tremendous inconvenience this has had and is having at this time. Someone needs to be held accountable for the mistake that was made and the lack of options I was given to have my phone replaced.

  Business Response

  Date: 07/25/2022

  July 25, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************************
  Your File No. 17586243
  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 to hear of Ms. ********** concerns, and we appreciate the opportunity to respond.  T-Mobile records reflect, ******************** purchased a ******* Galaxy A71 5G handset on July 13, 2020.  By purchasing T-Mobile equipment, ******************** received a one-year Limited Warranty provided by the manufacturer of her device.  Upon review of Ms. ********** account this warranty has been extended as she subscribes to the optional Protection 360 device protection.  During the Limited Warranty period, ******************** is eligible to receive an advanced replacement of her device via *********************** Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.  Under the Handset Exchange Program, T-Mobile provides a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.
  
  On July 16, 2022, a handset exchange was initiated for Ms. ********* non-working handset.  This order was shipped to the address of record which Ms. ********* brought to our attention was no longer accurate.  Accordingly, on July 19, 2022, a new handset exchange order was completed to be shipped to the correct address.  Upon review, this handset is now being utilized by ********************.  On July 25, 2022, as a gesture of goodwill, T-Mobile issued a credit to the account equivalent to one free month of service for Ms. ********* line or $30.00, as well as a $5.00 credit for the Service Warranty Processing Fee.  The account remains open with a credit balance of $35.00.  We regret any inconvenience to ********************.
  
  Please be assured T-Mobile strives to provide world-class service to all our customers on each contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. ********* contacts with us regarding the matter.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************. 
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  *********************
  Executive Response