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
Customer Complaints Summary
- 27,436 total complaints in the last 3 years.
- 8,090 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/18/2022
Type:Service or Repair IssuesStatus: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 last time I spoke to a T-Mobile rep about coverage in my ************** was early in January. I was connected to a tech who told me June 26 a tower would be operational. He told me there were a total of 2 towers on HWY 64. Looks like lying is a trait, A year ago another TMobile operator told me December of 2020. The reason I chose TMobile was its rates and ability to to make Wifi calls and low overseas roaming and free text and data . That sign covering 99% of ******* is a joke when signals drop at a rapid rate in a metropolitan area **************.Business Response
Date: 07/27/2022
July 27, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: ****** Joseph
Your File No. 17586072
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 any concern **************** *** have regarding his coverage and we appreciate the opportunity to respond. T-Mobile records indicate on December 20, 2016, **************** activated his account and has a mobile number ending in ****, enrolled in the Magenta *** 55+ rate plan, which includes unlimited talk, text and data, Simple Global, Mobile Without Borders and *********************** Unlimited Texting for a monthly cost of $65.00 a month, after the AutoPay discount, taxes included. 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 and as a result the line receives a $5.00 monthly discount.
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 is always working to improve its coverage, and 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 ****************** account and based on the coverage map, confirms his account address is in a no coverage area. Please be advised, T-Mobile records do not indicate **************** was promised new towers for his area and we regret any miscommunication.
Nevertheless, while ****************** area has no coverage, his account has been able to use services. From April 11, 2022, through July 10, 2022, the account has been able to utilize 55 GB of data, ***** text and picture messages, and ***** airtime minutes, which indicates **************** has been able to use our services.
Furthermore, upon speaking with **************** on July 26, 2022, the above was apprised. **************** understood, T-Mobile currently does not have enhancements planned for his area and that the coverage he is receiving is what is expected. Please note, although we cannot guarantee the coverage **************** needs, he opted in continuing with the services. T-Mobile regrets any inconvenience to **************** and appreciates his feedback.
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 ResponseInitial Complaint
Date:07/18/2022
Type:Customer Service IssuesStatus: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've paid my **** like religion!!! Auto pay for months! But I STILL don't have coverage at my house!!!! Been calling & complaining since December 2021!!! These people have lied to me for months!!!! I pay over $125/month & literally have NO phone at my home!!!! How is this ok???? I want to cancel my contract but they want to charge a cancellation fee!!!!! I say BS!!!!! They've NEVER provided me a working phone at my home yet!!!!!Business Response
Date: 08/02/2022
August 2, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: ***********************************
Your File No. 17576296
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.
In Ms. ********** letter to your office, she indicates she is not able to use service with her handset in or around her home. We regret any coverage issues ********************** has experienced. 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.
On August 2, 2022, T-Mobile contacted ********************** regarding her concerns and in our conversation, we learned the address in which ********************** experiences coverage issues is not the same as her accounts billing address. After review, T-Mobile confirm that the address provided by ********************** is a poor coverage area. 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 provides a 14-days return period to all customers allowing them to use the service to see if it meets their needs. If customers find the service is not acceptable, they *** 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(s) within this period for a refund, less any restocking fee. As ********************** activated her services on September 1, 2021, her account is beyond the return period. Although ********************** *** cancel the account at any time, she is unable to return the purchased device(s). If the account is cancelled, any remaining Equipment Installment Plan (EIP) charges will be accelerated and become due in full with the final billing statement.
Nonetheless, and although it is outside the allotted seven days provided to the customer to return their non-working handset, to amicably resolve this matter, T-Mobile will allow ********************** to return her devices directly to our *********** warehouse within 30 days of the date of this letter
T-Mobile provided ********************** with return shipping labels at no additional cost. Upon receipt of the handset(s) in acceptable, un-damaged condition, T-Mobile will apply a credit to the account for the remaining EIP balances associated with Ms. ********** devices. ********************** accepted our offer as resolution to her concerns. 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.
***** May
Executive ResponseInitial Complaint
Date:07/18/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I contacted the companies live chat support as I'm far behind on my ****. I was seeking options in order to pay off the balance an get caught up on the account. It started with a regular agent and he proceeded to bring in his supervisor as he couldn't find an option. The supervisor immediately came in was extremely rude an just said she's gonna deactivate my account since I can't pay the full balance right now. I told her not to do that I just want to find options to pay my past due balance an she just said no and will cancel my accountBusiness Response
Date: 08/01/2022
August 1, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: ***********************************
Your File No. 17585812
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 any inconvenience **************** experienced and we appreciate the opportunity to address his concerns. Payment arrangements are available to all our postpaid customers to ensure their T-Mobile services remain active while they get caught up on their account.
On March 5, 2022, **************** remitted a payment of $90.74 leaving a revised past due balance of $391.85. However, this was ****************** last successful payment. A review of ****************** account shows that multiple payment arrangements have been stablished in an effort to maintain his services active, regretfully, all payment arrangements have not been completed as expected.
On July 18, 2022, due to ****************** payment history and previously failed payment arrangements, his account was cancelled for non-payment and deemed an unacceptable business risk. At the time, ****************** account had accrued a balance of $1,939.44 due to accumulated past due balances. Regretfully, to resume services, **************** was required to remit payment for the balance of $1,267.97 as payment arrangements are not available for cancelled accounts.
On July 29, 2022, T-Mobile contacted **************** and, in an effort to amicably resolve his concerns, we agreed to issue a credit of $193.94 equal to 10% off the balance in full as a gesture of goodwill. **************** accepted the credit as resolution to his concerns. ****************** account remains cancelled with a revised past due balance of $1,074.03 which will be required to be remitted in full to resume services. **************** may contact our Team of Experts (TEX) at ************** at his convenience to remit payment and resume services on his account. T-Mobile regrets any inconvenience **************** experienced.
Based upon the above, we respectfully request that this matter against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.
Very truly yours,
T-MOBILE USA, INC.
*******************
Executive ResponseInitial Complaint
Date:07/18/2022
Type:Service or Repair IssuesStatus: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.
Had to switch my cell phone provider from TMobile to ******* due to service issues in my geographical location. Originally, when I had gotten my lines, Tmobile was offering a 3rd line for free. We took it thinking that if one of our kids ever needed a phone, we could use it.Fast forward a decent amount of time (years if I recall it), we ended up moving and decided that we needed to switch carriers. We went to ******* picked out our phones and ported over our active numbers, not realizing we still had the 3rd line which was never actually used, the sim card sits in its tmobile box til this day. We switch carriers with no issues and continue on with our lives.. this was in November.We fast forward to June of 2022, and much to our dismay, we JUST realized that our account was getting billed by Tmobile for $140+ each month since November. After speaking with customer service we realize that they were billing us for the unused line. I promptly cancelled my existing line with Tmobile, and requested a refund. The customer service provider filed my request and told me I would be getting a refund from them.Fast forward another two weeks, and I call back and explain the situation.. again. The rep. tells me she will investigate this, but it will take a week before she will have a resolution. Much to my disappointment, I have to agree and wait for the scheduled time which is 7/18 at 4pm the 18th comes, and I look down at my phone at 3:02 and see a missed call. The Tmobile rep called at 3pm instead of 4 likely because she is in a different time zone than me. Her voicemail pretty much says "our charges were valid and we cannot refund you". About 1+ hours later worth of talking time, 2 hangups, and same story from each ********** I am out $1200+ over something I wasnt using and wasnt notified about since I didnt have a Tmobile phone anymore.Business Response
Date: 07/27/2022
July 27, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************,Ste 200
*****, ** *****
Re: *****************************
Your File No. 17585375
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 any concern ************************ *** have regarding his account. T-Mobile records indicate on August 25, 2019, ************************ activated his account and had three mobile numbers ending in ****, **** and ****, enrolled in the Magenta Plus rate plan, for a monthly cost of $150.00, for the first two lines and the additional line was $35.00 a month, taxes included. However, the mobile number ending in **** was eligible for the 2019 Best Summer 3rd Line On ** promotion and was free after monthly credits. Please note, customers will lose the free line credits if any lines on the account cancel within one year after accepting the offer. After one year, customers must keep at least one paid Voice line along with the paid Add-A-line and the free line activated under this offer to keep the free line credits.
In addition, ************************ enrolled the account in the *************** and as such, each paying line, receives a $5.00 monthly discount. 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.
Please be advised, 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 Mr. *********** account and based on the coverage map, confirms the account address is in a good coverage area with no known issues.
Moreover, on November 2, 2021, ************************ cancelled his mobile numbers ending in **** and ****, after he ported the numbers to another service provider. It should be noted, T-Mobile records do not indicate ************************ requested the cancellation of his mobile number ending in ****. Therefore, the line remained active and billed as normal and was no longer eligible for the 2019 Best Summer 3rd Line On ** promotion.
On June 21, 2022, ************************ contacted T-Mobile and requested the account cancellation, which was future dated to the end of the billing cycle, June 26, 2022. Please note, T-Mobile records do not indicate a refund was promised to ************************ and we regret if ************************ was misinformed.
T-Mobile research confirms Mr. *********** account was billed a total of $975.35, for the monthly access charges from November 27,2021, through June 26, 2022. As ************************ authorized AutoPay, it is T-Mobiles position that the payments debited were authorized.
Furthermore, to amicably resolve this matter and as a gesture of goodwill, upon speaking to ************************ on July 26, 2022, T-Mobile offered a one-time refund in the amount of $735.00. Please note, ************************ accepted our offer and as such, a refund card with the amount of $735.00 was mailed to *********************** and he should receive it within the next ten business days. 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 ResponseInitial Complaint
Date:07/18/2022
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a phone galaxy a13 I was told it was 5g. It is not. I was told I'd receive a free watch. I'm still being charged for the watch. When I call the store I never get an answerBusiness Response
Date: 08/01/2022
August 1, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************,Ste 200
*****, ** *****
Re: *************************
Your File No. 17583372
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. Please be advised we have made attempts to contact ****************, which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. ******* concerns within this letter.
T-Mobile regrets any concern **************** may have regarding the account and we appreciate the opportunity to respond. Please be advised, T-Mobile offers the ******* Galaxy A13-LTE handset at a retail price of $198.00 plus applicable taxes and the ******* Galaxy A13-5G handset at a retail price of $258.00 plus applicable taxes.
On June 30, 2022, **************** qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of a ******* Galaxy A13-LTE and a ******* Galaxy Watch4 44MM. **************** was not required to remit a down payment; however, he agreed to a series of 24-monthly installments in the amount of $8.25 for the ******* Galaxy A13 LTE device and $13.75 for the ******* Galaxy Watch4 44MM. We regret if **************** was misinformed on the technology his new device is compatible with.
In addition, T-Mobile has the 2022 Q2 Free Galaxy Watch4 promotion going on, where customers could get the ******* Galaxy Watch4 40MM for free ($299.99 credit via Recurring Device Credits [RDC]) or the ******* Galaxy Watch4 44mm for $29.00 ($300.99 credit via RDC) when they purchase it on EIP and activate it on a qualifying data with paired DIGITS line for use on the device. Please note, **************** qualified for the promotion and as such,the Watch is receiving monthly credits of $12.55.
Furthermore, T-Mobile would like the opportunity to speak with **************** and work toward an amicable resolution. Thus, we request *************** contact our office directly at the number below to further discuss this matter. T-Mobile regrets any inconvenience to ****************.
Based upon the above, we respectfully request that this matter against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.
Very truly yours,
T-MOBILE USA, INC.
***** May
Executive ResponseInitial Complaint
Date:07/18/2022
Type:Service or Repair IssuesStatus: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.
We started a contract with T-Mobile in July of 2021, myself, my husband and mother in-law. Our monthly **** was anywhere between $169-$172 a month. In January or February of this year me and my husband filed a claim under our insurance for replacement phones which we both had to pay $10 for the deductible. In March our **** was a little higher then usual due to returning our old phones late. They had suspended our phone lines. So we contacted T-Mobile to let them know that we had fed exd the phones back to Assurant wireless, at that time one of the agents told us to do a payment arrangement for now, and advised us by the time they were due our account would already been accredited back. Well that te came and we got shut off again due to non payment. So again we contacted them, got our phones back on then a CPL ***** later the same thing. We have talked multiple agents/supervisors since March. We have gotten promises that our service would not be interrupted again and our **** would be fixed. To this day our phones have been shut off 5-6 times, we have ridiculous charges on our account which I have no clue as to why. This month our **** was about $600. Again we talked to an agent and paid our regular amount. Right now the **** is $288 over $100 more then usual. With and extra $200+ suppose to be paid in 2 payments, we are unable to upgrade our devices or do anything because the **** has been messed up. There are multiple notes on our conversation assuring they will get it fixed but nothing ever happens, they are supposed to give us call backs ***** hours after we speak but we have not gotten 1 and our **** keeps getting larger.Business Response
Date: 07/25/2022
July 25, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: Ashley *** Road
T-Mobile Account Holder: *******************
Your File No. 17585104
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 19, 2022, regarding the above-referenced account. Please be advised T-Mobile records indicate the account holder of record is *******************, and she has designated Ashley *** Road as an authorized user of the account.
********************** regrets to hear of Ms. *** Roads concerns, and we appreciate the opportunity to respond. On January 15, 2022, a handset replacement was ordered on the account for a non-working handset. 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 the claim is processed. Our records do not indicate the non-working handset was received; as such, the account was charged $69.23 for the non-return fee and applicable taxes. On February 26, 2022, another handset replacement was ordered on the account for a non-working handset. Our records do not indicate this non-working handset was received either. Accordingly, the account was charged $69.23 for another non-return fee and applicable taxes. These non-return fees caused variance in what is typically billed to the account. On May 27, 2022, these charges were adjusted. Additionally, any restore from suspension fees that were billed to the account during this period were adjusted on July 25, 2022. The account remains open with a balance of $145.32. We have spoken with Ms. *** Road and shared this information as well. We regret any inconvenience she may have 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 ResponseInitial Complaint
Date:07/18/2022
Type:Billing IssuesStatus: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.
A checking account was opened with T-mobile Money in 2021 and later a savings account but not funded until April 2022. The debit card was not activated, and my account was locked after answering the security question incorrectly. I contacted T-mobile money and was advised in April 2022 that the accounts would need to be closed and reopened by transferring the funds from the checking and closing the savings account, whereby a check would be sent. On July 8, 2022, I called T-mobile money to close the savings account and obtain the balances. Again, T-mobile informed me that a check would be sent after the savings account was closed.On July 13, 2022, I called T-mobile money to inquire about the status of the check for the savings account. The representative advised that the balance from the savings account was transferred to my checking account. The balance from the checking account was already transferred. I spoke with ********* from the escalations team and requested the interest accrued for the accounts since interest is deposited on the last day of the month. I also requested a hard copy of the history of the two accounts. I am very frustrated by the misinformation provided by T-mobile money after three phone calls.Business Response
Date: 08/02/2022
August 2, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *****************
Your File No. 17563313
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 25, 2022, regarding the above-referenced file number.
T-Mobile regrets any concerns that Ms. ************* have experienced with her T-Mobile Money account. Please note that ************** T-Mobile Money account is owned and serviced by BankMobile and as such, we respectfully request that ********** reach out to BankMobile at ************** for further assistance.
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 ResponseInitial Complaint
Date:07/18/2022
Type:Sales and Advertising IssuesStatus: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 sent an email in September 2021 with this letter I have attatched to BBB in ********** and never received a response. I kept trying to resolve the problem and kept calling Tmobile customer service even after I sent the letter for a few more months. At one point I had to hang up because I couldn"t breathor stop crying. I had explained that I wasnt able to pay the amount they wanted me to since I was loosing hour in my job and thought I was going to get evicted. After several more attempts I gave up calling Tmobile since they have just made whatever changes they chosen to. Dealing with this situation and begging several times has caused me to feel helpless, stressed out and depressed. After recently reviewing my account I noticed that there is a space were it shows my signature which I do not remeber signing anything and the signature looks nothing like mine. I am sending this email to BBB here in ******* hoping that you can help me. Sincerely *************************Business Response
Date: 08/02/2022
August 2, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: ***********************
Your File No. 17575811
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 25, 2022, regarding the above-referenced account.
T-Mobile regrets to hear of **************** concerns, and we appreciate the opportunity to respond. T-Mobile records reflect that on May 17, 2021, **************** activated the account with three voice lines on our Magenta *** rate plan, at a cost of $185.00 monthly, or $170.00 with our AutoPay discount.
Also on May 17, 2021, **************** purchased the following devices on our Equipment Installment Plan (***):
An Apple iPhone Mini handset, and,
Two Apple iPhone 12 Pro *** handsets.
**************** qualified for and took advantage of our 2021 Apple Active P2 promotion with the purchase of the Apple iPhone Mini handset. This promotion was available from February 12, 2021, through October 14, 2021, and offered $300.00 off the handset via monthly **** credits, when purchasing on ***, activating a new line, and subscribing to a qualifying rate plan.
**************** qualified for and took advantage of our 2021 Apple Buy 2 P1 promotion with the purchase of the two Apple iPhone 12 Pro *** handsets. This promotion was available from March 24, 2021, through July 22, 2021, and offered one of the devices at no cost, when purchasing two, up to $830.00, when purchasing on ***, activating a new line, and subscribing to a qualifying rate plan.
On December 18, 2021, **************** was moved to our Magenta rate plan at a cost of $155.00 monthly, or $140.00 with our AutoPay discount.
In an effort to amicably resolve the matter, on August 1, 2022, the *** associated with the Apple iPhone Mini handset was closed and credited. Additionally, a $44.00 credit was applied to the account. Together, these make the promotion at the price **************** understood it to be. The account remains open with a balance of $159.34. We regret any inconvenience to ****************.
Please be assured T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during **************** contacts with us regarding the matter.
Based upon the above, we respectfully request that this matter against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.
Very truly yours,
T-MOBILE USA, INC.
***************************
Executive ResponseInitial Complaint
Date:07/18/2022
Type:Service or Repair IssuesStatus: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.
Sometime middle to end of May 2022 I spoke with a representative about the home internet through T-Mobile. I was told that I could get the internet for $30.00/ month because I am an existing customer as well as early termination fees for my at the time current internet provider, and 30 days free trial. I made sure to ask multiple times if there was any plan restriction or anything to get the $20.00/ month discount, including asking if the "One Plan" which is my mobile plan was able to receive said discount. The rep proceeded to tell me multiple there was nothing to worry about my plan was able to get the discount. So after being re-assured multiple times that I would be receiving the "Home Internet" for $30.00 per month, instead of the normal $50.00 per month, my wife and I decided to sign up. Here we are around 2 months later and find out we are being charged $50.00 per month for the internet and I have been charged $150.00 total so far which would be 3 months at $50.00 per month. So not only am I not getting the $20.00 discount per month for being an existing customer with multiple lines for over 3 years, but I also did not receive a 30 day free trial by no means. Due to being lied to (on many occasions) and T-Mobile not wanting to honor what their own representative told me, my wife and I are currently looking at a different mobile phone provider as well as internet provider. I would not recommend this company due to the dishonesty and amount of times my account has gotten messed up by a T-Mobile representative.Business Response
Date: 07/29/2022
July 29, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************,Ste 200
*****, ** *****
Re: *****************
Your File No. 17584338
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 any concerns to ********** regarding our Home ******** pricing, and we appreciate the opportunity to assist him. Starting May 10, 2022, T-Mobile began offering our 2022 HINT P11 promotion. With this offer, customers with two or more voice lines of service on our Magenta *** rate plan are eligible to get our ********************* for the monthly cost of $30.00 with taxes included.
On May 17, 2022, ********* activated ********************* at the monthly cost of $50.00 with taxes included. ********** is on our ONE Plan with five mobile lines of service. As the ONE Plan is not an eligible plan for customers to receive our 2022 HINT P11 promotion, ********** is not eligible, and we regret if he was advised otherwise.
In Mr. **** correspondence, he indicated that he did not receive his 30-day free trial for Home ********. Please note, T-Mobile does not have a 30-day free trial for Home ********. However, starting May 10, 2022, T-Mobile began offering Home ******** Test Drive. Test Drive allows customer to try our ********************* for 15 days. If the service does not meet their needs, they can call to cancel their service within 15 days of activation and receive one-time automated **** credit within 1-2 **** cycles for the prorated days the ********************* was active. We have no record that ********** called to cancel his Home ******** within the allotted time frame.
Starting May 10,2022, T-Mobile started offering our ******** Contract Freedom promotion. With this offer, customers are eligible to get the early termination fee from their existing ******** Service Provider (ISP) reimbursed up to $500.00 via virtual or physical prepaid card when they activated a new Home ******** line. To qualify, customers must submit for a rebate at https://www.switch2t-mobile.com within 60 days of activation and include documentation from their previous ISP showing the early termination fee as part of their submission. Records indicate that ********** did not submit for the promotion within 60 days of activation, as such, he was ineligible for the promotion.
If ********** would like to continue to keep his *********************, the monthly cost with taxes included will be $50.00. If ********** decides to cancel his *********************, there is no contractual obligation and he will be able to cancel without additional fees. However, he will be required to return the High-Speed Gateway within 45 days of cancellation to avoid a non-return fee of $225.00 plus taxes.
Please be assured that T-Mobile makes every effort to provide complete and accurate information to our customers. We regret if any T-Mobile employee failed in any way to display that during Mr. **** recent contact with our Team of Experts (TEX).
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 ResponseCustomer Answer
Date: 07/29/2022
Complaint: 17584338
I am rejecting this response because:Tmobile should honor their offer to meall calls are recorded as well, so you should be able to listen to my offer from tmobile rep. **** promised 50 dollar credit which hasnt been issued from calling in multiple times for hours.
Sincerely,
*****************Business Response
Date: 08/08/2022
August 8, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: ************** Ray
Your File No. 17584338
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 29, 2022, regarding the above-referenced account.
T-Mobile regrets any ongoing concerns ********** experienced regarding our previous response, and we appreciate the opportunity to respond. It is important to note that T-Mobile *** record customer calls at random to ensure ********************** is providing quality service, and not as a record of customer interaction. As these recordings are done at random, not all conversations between T-Mobile and our customers are recorded. Furthermore, calls that *** be recorded are only available for a short time for review and are purged from T-Mobiles saved recordings after a short period. T-Mobile regrets if ********** was advised otherwise.
Our records reflect that Mr. **** account was provided a one-time courtesy credit in the amount of $30.00 on July 17, 2022. Unfortunately, T-Mobiles Executive Response Team has been unable to locate any record of ********** being offered an additional $50.00 courtesy credit. However, in an effort to amicably resolve Mr. **** concerns, on August 8, 2022, our office applied a credit in the amount of $50.00 to the above-referenced account resulting in a $135.58 balance. We regret any inconvenience to **********.
Please be assured T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. **** contact with his Team of Experts.
Based upon the above, we respectfully request that this matter against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.
Very truly yours,
T-MOBILE USA, INC.
****** Sanchez
Executive ResponseInitial Complaint
Date:07/18/2022
Type:Service or Repair IssuesStatus: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.
Between the dates of July 11- July 18, I have tried to cancel an account I never activated SIM cards nor used. Repeatedly I was told I would receive a call back (3 times total, July 11, July 12, and July 13) and did not receive any calls. Finally on July 13 at **** hours, I made yet another call for cancellation and was told the account would be cancelled as well as my payment refunded. I called on July 18 at approximately **** hours regarding refund and was told the account was still active with no notes regarding my July 13 phone call. After an hour, I was told the account was cancelled with refund in process. I asked for documentation and was told I would be receiving an email within **** minutes. Around **** hours, I called back as I had not received an email documenting the cancellation. I was told there was no documentation indicating an email was promised. When I asked to speak with a supervisor, I was met with attitude and placed on a long hold. Once the supervisor was on the phone, they stated the account was closed and I had already spoke to supervisor so why was I calling back? I was also told the timeframe was ************************************************* documentation, I was met with more attitude and told it would 24 hours. I would like help as I feel they are trying to extend the time until I cannot back out of a contract since I was informed I only 20 days from the first interaction to obtain service.Business Response
Date: 07/28/2022
July 28, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: Page *************************
Your File No. 17583438
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 any inconvenience ***************************** experienced and we appreciate the opportunity to address her concerns. Our records indicate that on July 8, 2022, ***************************** activated her account with four lines of service and subscribed to the *************************** rate plan at $110.00 per month for the first two lines of service and $25.00 per month for each additional line of service for a total of $160.00 per month. At time of activation, ***************************** was required to remit a payment of $140.00 which consisted of four Assisted Support Fees of $35.00 each.
T-Mobile provides a return period to all customers allowing them to use the service to see if it meets their needs. If customers find the service is not acceptable, they can cancel service within this period and be only responsible for the service charges, fees and taxes incurred through the date of cancellation. T-Mobile would also provide a full refund for any upfront costs at the time of activation.
****************-Butlers account also subscribed to the optional *************** which would automatically remove funds from ****************-Butlers chosen payment method, bank account or credit card, and apply the funds to her account as a payment two days before the **** due date. Additionally, when combined with the *************************** rate plan, AutoPay provided a $5.00 monthly discount per line of service reducing ****************-Butlers monthly recurring charges to $140.00 per month.
****************-Butlers account was billed by a system known as **** current. This means charges for ****************-Butlers rate plan were billed in advance of the service being provided and became due within that billing cycle. As such, ****************-Butlers account produced the first billing statement in the amount of $140.00 and it was due for automatic draft through AutoPay on July 30, 2022.
However, on July 18, 2022, ***************************** contacted our Team of Experts (TEX) indicating she wished to cancel her new account as the devices she was going to utilize with T-Mobile had not yet been unlocked by her previous service provider. As such, pursuant ****************-Butlers request, the account was cancelled. Additionally, the *************** was removed from ****************-Butlers account. Further review confirms ***************************** was advised it may take up to ten (10) business days to process her refund in the amount of $140.00 for her upfront costs at the time of activation.
Nonetheless, on July 27, 2022, T-Mobile contacted Ms. ************ regarding her concerns. To resolve ****************-Butlers concerns, T-Mobile issued a credit of $140.00 to cover the monthly recurring charges that had been billed to the account leaving it with a zero balance. Additionally, T-Mobile approved and processed the refund in the amount of $140.00 for ****************-Butlers upfront costs as direct transfer to her bank account. ***************************** should allow up to three (3) business days for the funds to be available. ***************************** accepted the credits and the refund as resolution to her concerns. ****************-Butlers account remains cancelled with a zero balance and no pending charges.
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 ****************-Butlers recent contact with our TEX teams. 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.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.