Business Profile

Cell Phone Supplies

T-Mobile USA, Inc.

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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

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

If you've experienced an issue

Submit a Complaint

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

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.
While I was traveling internationally without my devices, TMobile deleted service to both my tablet and internet hotspot device without warning or opportunity to port my numbers. I am trying to restore ************ and ************ that i have used for nearly a decade. Both lines used this plan https://www.t-mobile.com/news/press/t-mobile-reiterates-free-data-for-life-details and were actively used under plan terms. Please help restore service/numbers.
Business Response
Date: 07/29/2022

July 29, 2022

FILED ELECTRONICALLY

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

Re: *******************
Your File No. 17582172
T-Mobile Prepaid No: XXX-XXX-**** and XXX-XXX-****

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 file number.

T-Mobile regrets any concern Mr. ****** may have experienced regarding our retired ********* for Life program. The ********* for Life refers to a promotion we started in 2013 to provide customers 200MB of high-speed data every month that had a for as long as they own and use their qualifying T-Mobile SIM compatible data-only tablet and maintained an active account with the $0.00 ********* for ********* pass. To be eligible for this offer, customers had to add the ********* for Life pass on or before May 7, 2017. It is important to note, customers can become ineligible for this offer if they change their SIM card on the registered device.

Our records indicate the line of service ending in **** was activated on October 3, 2016, and was subscribed to the ********* for Life offer. The line of service ending in **** was transferred to our new prepaid billing system on April 19, 2022; however, the line was cancelled on July 5, 2022. As such, the ********* for Life was removed from the account at that time. On July 23, 2022, Mr. ****** reached prepaid Team of Experts (TEX) and was able to restore the account, and ********* for Life was added to the account once again. The line of service ending in **** was transferred to our new prepaid billing system on April 19, 2022; however, the account was cancelled on June 29, 2022.

On July 25, 2022, T-Mobile contacted Mr. ****** and resumed the line of service ending in ****, effective July 28, 2022. We regret any inconvenience this has caused Mr. *******

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

********************;
Executive Response
Customer Answer
Date: 08/01/2022

Complaint: 17582172

I am rejecting this response because:
T-Mobile accepts that it unilaterally disconnected my services. On speaking with T-Mobile's executive response team one line was indeed restored. This line ends in ****. However, by their own admission over the phone T-Mobile has not yet been able to restore ****. They claim "engineers are working on it" but they do not have sny timeline for resolution.
Further, I am not able to view any account infotmation on either line. T-Mobile has added some sort of PIN when it transitioned its system that they refuse to reset so far.

I can not accept one out of two lines working and no account access as a resolution after 14 days. Who would find this acceptable after spending hours on the phone with them time and again. And why do they lie about the matter being resolved to BBB while simultaneously telling me to not even contact them while "engineers are working on it". This is simply disrespectful to me and the BBB. Its slmost reaching AT&T levels of dishonesty.

Sincerely,

***********************
Business Response
Date: 08/12/2022
August 12, 2022

FILED ELECTRONICALLY

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

Re:      ***********************
Your File No. 17582172
T-Mobile Prepaid No: XXX-XXX-****

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 1, 2022,regarding the above-referenced file number.

T-Mobile regrets any concern ************** may have encountered with the retired ********* for Life program. On July 28, 2022, we were able to successfully resume the line ending in ****. On August 5, 2022, ************** reached out to our office and through troubleshooting steps, we were able to confirm the line **** was working and confirmed ************** had no further concerns regarding this matter.

Please note ************** will need to set up a new online account with his mobile number and an email that has never been previously linked to any account. ************** can find additional support for setting up and managing his T-Mobile ID online at https://www.t-mobile.com/support/account/set-up-and-manage-your-t-mobile-id?cmpid=hw_send.

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 ********************** device. Since ************** is unable to receive the one-time PIN, he must visit a ********************** retail location with a government issued identification to reset the account password before access can be granted. We regret any inconvenience this 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.

*********************
Executive Response
Customer Answer
Date: 08/17/2022

Complaint: 17582172

I am rejecting this response because:
I am still working with T-Mobile executive response team (same team as the responder, but different individual agent) to resolve this issue. At present, while T-Mobile has resumed services to both lines they have not fixed the *** problem in the account. I have already gone through the government issued id steps suggested by T-Mobile and it has not resolved the problem. There is an open ticket for the pdoblem.
As much as I appreciate T-Mobile responding to BBB, they know they are misrepresenting the resolution (now twice, so this isnt accidental), and suggesting procedures they already know do not resolve the problem. What possible benefit could it be to document clear lies that a member of their own team has already contradicted in writing -- "I will get his noted. And get a service ticket filled as the pin is not working". This is after a *** reset, and Until this *** is restored both lines remain effectively unusable. No one has previously suggested that I must make a new email address just for these services and that is a ridiculous requirement to impose if it is indeed needed.
Again, if T-Mobile can not make my services usable after a month despite patience, much wasted time, and outside BBB intervention then how in the world do they ever expect me to spend any money with them now or in the future.
Sincerely,

***********************
Business Response
Date: 08/26/2022
August 26, 2022

FILED ELECTRONICALLY

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

Re:      ***********************
Your File No. 17582172
T-Mobile Prepaid No: XXX-XXX-9360

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 17, 2022,regarding the above-referenced file number.

T-Mobile regrets any continued concerns ************** may have experienced with the setup of his online account. T-Mobile records indicate ************** contacted our office and on August 5, 2022, we spoke to him, regarding the reset of his passcode to access his online account at www.T-Mobile.com. T-Mobile records reflect that ************* showed us his Government Issued ID, and we reset his passcode as requested. We have no record of a ticket being opened for this issue as it is showing it was resolved.

On August 24, 2022, we reached out and deposited a voicemail and sent an email to address all of *************** concerns. We would like to go over the email address we show linked to his ********* for Life and walk him through the steps together to reset his passcode. We look forward to hearing from ***************

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:07/18/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am being harassed and sent to collections for money I do not owe to TMobile. Please help me get this account to a zero balance to stop further collection notices. Attached below is the cancellation letter from TMobile. Shipping label where I sent back equipment. Letter from my bank verifying TMobile agreed to my dispute.March 23, 2022 Free 15 day Internet Trial started. Charged 60 dollars with promise to reimburse if cancelled within 15 days.April 6, 2022 ****************** Promised to send ********************* mail for reimbursement of prepayment.April 23, 2022 Autpay charges me another 45 dollars even after cancellation. Call in. Another promise made to send another gift card for the 45 dollars and the initial 60 dollar.Never receive either giftcard.June 03, 2022 Dispute charges through my bank. Receive letter from my bank which states, "We have concluded our investigation and found your dispute to be valid. The merchant has accepted your request for reimbursement based on documentation provided. June 19, 2022 I receive more letters of payments due. Called to have charges looked into. Said supervisor would check on account.July 10, 2022 I call again after receive more notices of a balance on account. Created a ticket to look into and sent me email with ticket number.July 18, 2022 I call to check on the ticket number created and after speaking to agent and supervisor. They insist they can do nothing because account has been sent to collections. Gave me two different collection numbers to call and neither answer.
Business Response
Date: 07/28/2022

July 28, 2022

FILED ELECTRONICALLY

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

Re: ******* Woolwine
T-Mobile Account Holder: *******************************
Your File No. 17581919
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 records show that the account holder of record *******************************, and *******************************, are one and the same.

T-Mobile regrets any concerns ******************** may have experienced regarding the above-referenced account, and we appreciate the opportunity to respond. Records confirm on March 4, 2022, ******************** activated a T-Mobile Home internet line of service at a rate of $65.00 a month. ******************** also activated AutoPay which automatically deducts the balance owed on the account approximately two to three days prior to the **** due date using a stored credit card, debit card or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. ******************** also received a $5.00 discount when AutoPay was active.

On March 23, 2022, a payment for $60.00 was processed for services rendered. On April 7, 2022, ******************** contacted her Team of Experts (TEX) and pursuant to her request, they cancelled the account. ******************** also received a $15.00 credit towards the following **** reducing cost for the following month to $45.00. On April 23, 2022, a payment for $45.00 was processed via AutoPay. On April 27, 2022, T-Mobile received an alert confirming the payment for $60.00 processed on March 23, 2022, was returned as unpaid as such the total was returned to the account as an owed balance along with a $35.00 returned payment fee. On April 30, 2022, T-Mobile received an additional alert confirming the payment for $45.00 processed on April 23, 2022, was also returned as unpaid and the $45.00 along with a $35 returned payment fee, updating the account balance to $175.00. On May 1, 2022, our payment team cancelled AutoPay on Ms. ********* account due to the returned payments.

On May 5, 2022, Ms. ********* billing statement was generated with a total balance of $177.17. On May 7, 2022, ******************** received a credit for unused services of $53.83, updating the account balance to $121.17.

On May 13, 2022, the payment for $60.00 was credited back to T-Mobile as such the $35.00 returned payment fee was credited updating the balance to $26.17. In addition, the payment for $60.00 processed on May 13, 2022, later returned as unpaid on June 6, 2022, the $60.00 payment posted back to the account along with an additional $35.00 returned payment fee, increasing the balance to $121.17. Regrettably, as a payment was not received for the balance and as T-Mobiles collection efforts were unsuccessful, on July 8, 2022, the account was referred to a third-party collection agency for the balance of $121.17.

In an effort to assist with concerns, as a one-time courtesy our office provided a one-time billing adjustment for $121.17. The account will remain cancelled with a zero balance. 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

Please be assured T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during ******************** recent contact with our retail location or 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.

Courtneshia ****
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:07/18/2022
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.
Sim swapping. The employees in ********* ******** and off ***************. Allows criminals to si swapping
Business Response
Date: 07/28/2022

July 28, 2022

FILED ELECTRONICALLY

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

Re: *****************************
Your File No. 17582102
Metro by T-Mobile Account No: *********

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile). As such, T-Mobile provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. 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 ****************** concerns within this letter.

T-Mobile regrets any concerns ****************** may have experienced regarding the above-referenced account and we appreciate the opportunity to respond. Please be advised that Metro by T-Mobile has reviewed the account and we were unable to verify that any mobile numbers were removed from ****************** account by way of SIM card change or port out. On July 1, 2022, T-Mobile records confirm that ****************** had requested a SIM card change while in a retail location for her line ending ****, which was a Mobile Internet line of service. Additionally, on July 12, 2022, ****************** requested a SIM card change for her number ending **** which was also a Mobile Internet line of service. Further, records confirm that Metro by T-Mobile followed all account verification policies throughout the transactions and the first record we have regarding an alleged SIM swap was on July 19, 2022, when ****************** contacted Metro by T-Mobile ************* concerning connectivity issues relating to her line ending in ****. At that time Metro by T-Mobile determined that the concerns were due to network-related issues and our Engineering Team continues to work on the cell towers in ****************** service area.

****************** account was cancelled per her request on July 21, 2022. As of the date of this letter, Metro by T-Mobile shows no active accounts in ****************** name. We regret any inconvenience to ******************.

Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.

Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST. If you have any questions, please do not hesitate to contact our office at the address listed below or at **************.

Very truly yours,

METRO BY T-MOBILE

*******************************
Executive Response
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.
We went to t-mobile in holland to obtain service. We were assured we would have service in our area and if it didn't work we had 14 days to return. This wS a Friday our phones didn't work so Monday on 3rd day we went back. We then were told it was a ***** restock fee which they never told us. We paid already ***** activation fee and ***** in taxes on 2 phones. They informed us we could call t mobile and get shipping label to mail in. We returned phones on 4/28/2022. We have received bills saying we owe ****** for phones. I have to date made 4 calls after being told this would go to collections and I have been made aware the phones were in their warehouse in June. Each time I was told I would get my refund and this would all be taken care of. It is not as of today when I had to make another call. Only to hear something again. I want this closed with a zero balance and the refund back to my wife and my debit cards. T mobile offers false advertising to customers and then bills them for returned equipment. I have tried to resolve this with no resolution.
Business Response
Date: 07/29/2022
July 29, 2022

FILED ELECTRONICALLY

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

Re: *****************************
T-Mobile Account Holder: ********************************
Your File No. 17581816
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 has confirmed that ***************************** and ******************************** are one in the same.

T-Mobile regrets any concerns ******************** may have with the account and we appreciate the opportunity to address these concerns. T-Mobile records show on *********************************************** contacted our Telesales team and activated two voice lines on the Magenta 55+ rate plan for $90.00 per month with AutoPay. ******************** was required to remit a payment of $60.00 for the Assisted Support Charge, which is a standard fee assessed for new activations and is a non-refundable charge.

On April 15, 2022, ******************** visited a T-Mobile retail store at which time he purchased two ******* A32 handsets on our Equipment Installment Plan (***) via 24-monthly installments of $11.75 per device. ******************** was required to remit a payment of $16.92 for the taxes on the retail price of both handsets. ******************** enrolled each line in the optional Protection 360 feature for $9.00 per line each month. On that same date, April 15, 2022, ******************** ported in his mobile numbers from another service provider.

The account was billed by a system known as **** current which means the account is billed for service in advance of services being received. New T-Mobile customers are assigned a **** cycle within one to two days from activation, and Mr. ********* billing cycle ran from the 9th of one month to the 8th of the following month and with those charges due on or about the 1st of each month. Mr. ********* first billing statement dated April 9, 2022, reflected a total balance of $90.00 for service from April 9, 2022, through May 8, 2022, which was scheduled to be drafted on April 29, 2022, via AutoPay.

At the time of purchase on April 15, 2022, ******************** was provided a 14-day return period which allowed him time to use the handsets to see if they met his needs. If the handsets were not acceptable, they could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable equipment financing agreement entered at the time of the original purchase. It should be noted if a customer has an open *** 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 show on April 18, 2022, ******************** canceled his voice lines when he ported them to another service provider. However, at that time, the above-referenced handsets had not been marked as returned. Therefore, the remaining *** balances were accelerated.

Additional records show on April 22, 2022, ******************** contacted our Team of Experts (TEX) to cancel AutoPay and request a return label for ******* A32 handsets, at which time he was informed the handsets had to be returned to the store where they were purchased. However, T-Mobile provided ******************** with a shipping label outside of normal T-Mobile procedure to return the handsets to T-Mobile. Please note as the handsets were not marked as returned prior to the May 9, 2022, billing statement, the remaining *** balance of $564.00 was reflected on the statement. This statement reflected a total of $675.40, of which $90.00 was past due. The current charges of $585.40 consisted of the rerated monthly recurring charges, rerated Protection 360 charges, and the accelerated *** balance. On May 13, 2022, an adjustment of $14.40 was issued to the account, reducing the balance to $661.00.

Upon further investigation, T-Mobile confirms that one of the ******* A32 handsets was received on May 9, 2022, and the other device was received on May 13, 2022. However, as the handsets were not returned to the original point of sale, the refund for the upfront costs were not issued, nor was an adjustment made for the accelerated *** balances.

On July 28, 2022, our office applied an account credit of $661.00, updating the account to a zero balance. Additionally, we issued a refund of $76.92 on a prepaid debit card for the Assisted Support Charge and taxes paid at purchase. We respectfully request that ******************** allows up to ten business days for delivery of the refund. Please be advised, Mr. ********* account was not referred to an outside collection agency, however, he may have received a pre-collection notice from Convergent which does not impact the credit report. T-Mobile regrets any inconvenience to ********************.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

*******************************
Executive Response
Initial Complaint
Date:07/18/2022
Type:Sales and Advertising 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.
#1 complaint: I went into the T-mobile store located at ******************************************************************************************************************* and the sales associate advised they were running a promotion where if I turned in a qualified device, I would receive credits equal to the value of a new iPhone 13 mini ($699) over a two year period as long as I kept my qualified Magenta plan. I traded in my iPhone 6s and was confirmed qualified. The credits were to begin in February 2022. Upon seeing the first credit, it was for only $6.34. I contacted T-mobile and shared proof of eligibility along with the documentation the T-mobile sales agent provided clearly showing that the credit was to be for the full amount of the new phone. T-mobile stated that the agent did not provide the correct information and the credit of $6.34 is all I get, making me pay a significant price for a new phone I got only because of the sales agent's assurances.#2. T-mobile Tuesday offered a free classic *** membership for new and existing members. I am an existing member. I completed the promotional entry through the *** and T-mobile link provided and *** confirmed my code was redeemed. However, T-mobile did not send the funds and I was charged full price for my *** membership renewal. I should have been credited $59 per the T-mobile promotion.I am wanting my money back from T-mobile for both instances as it seems T-mobile continues to tell customers about promotions to save them money but does not honor their offers. When I called *** to check, I was told I would have to call T-mobile. I called T-mobile, and they, in turn, told me to call ***. So it seems T-mobile is falsely claiming savings and promotions.
Business Response
Date: 07/29/2022

July 29, 2022

FILED ELECTRONICALLY

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

Re: *************************
T-Mobile Account Holder: ************ Shea
Your File No. 17581645
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 T-Mobile records indicate the account holder of record is ********************, and he has designated ************************* as an authorized user of the account.

********************** regrets any inconvenience ************** has experienced and we appreciate the opportunity to review and address her concerns. Our records show that ************ activated the account on January 17, 2019, and has three lines ending in ****, ****, and **** that are subscribed to our Magenta Plus rate plan for $150.00 for the first two lines, with each additional line billed at $35.00 per month, before the AutoPay discount. Customers enrolled in AutoPay are eligible to receive a $5.00 monthly credit per line of service.

Regarding the line ending in ****, on December 24, 2021, an Equipment Installment Plan (EIP) was opened with the purchase of an ***** iPhone 13 Mini handset for $699.99 plus taxes. Please note that a down payment was not required, but 30 monthly installments of $23.34 were accepted. It should be noted that per the terms of the **** should **************** account be cancelled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement.

We further confirmed that the above-referenced purchase qualified for our 2021 ***** Trade P16 promotion. With this promotion, customers could get up to $1,000.00 off an eligible ***** iPhone, including the 13 series with a qualifying traded-in. The total promotional value will depend on the trade-in model. As ************** traded in an ***** iPhone 6s 16GB handset, she was eligible for $200.00 off, to be provided via a one-time trade-in credit of $10.00 and monthly Recurring Device Credits (RDC) of $6.34 for 30 months while maintaining eligibility criteria.

On February 21, 2021, ************** contacted her Team of Experts with concerns regarding the promotional value, as it was her understanding the ***** iPhone 13 Mini would be free after RDC. Upon investigating this matter, TEX confirmed the ***** iPhone 6s traded-in was eligible for the $200.00 tier, and on February 23, 2022, a voicemail was deposited on the line ending in **** with this information.

To reach an amicable resolution, on July 28, 2022, our office applied a credit for the remaining EIP balance of $536.61, which paid off Ms. ***** iPhone 13 Mini in full. Please note that the monthly RDC of $6.34 will no longer apply.

With regards to Ms. ****** concerns with our *** on us promotion, please be advised that for a limited time, T-Mobile is providing customers a free year of *** when the account is on a qualifying plan. Our records confirm that Ms. ****** submission was approved on July 12, 2022. Although we regret any inconvenience to **************, customers missing the *** membership credit must contact *** directly at ************** or via email at ****************************** for additional support.

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.

**** Greene
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:07/18/2022
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.
I went to T Mobile to purchase 3 lines back in August 2020. Took advantage of the special offer they had get to cell phone e lines and get the third line free. With the purchase of the Apple iPhone SE. signed up for this offer. I was told that after making payments for two years of paying $164.99 for 22 months my **** would drop $ for ****** a month for all three lines. T mobile is not honoring the offer and is now charging $165 and change.
Business Response
Date: 08/01/2022
August 1, 2022

FILED ELECTRONICALLY

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

Re: *********************
Your File No. 17576969
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 25, 2022, regarding the above-referenced account. Please be advised we have made attempts to contact ************, which have proven unsuccessful. As such, T-Mobile will make every effort to address ************ concerns within this letter.

T-Mobile regrets to hear of ************ concerns, and we appreciate the opportunity to respond. T-Mobile records reflect that beginning on May 30, 2020, ************ subscribed to our Magenta Plus rate plan with three lines of service. The cost for this is $185.00, monthly. However, ************ qualified for and took advantage of our ******************* promotion, and also receives a $5.00 per line AutoPay discount, reducing her costs to $140.00, monthly, for service. On June 9, 2022, ************ purchased an Apple iPhone 11 handset on our Equipment Installment Plan (EIP), and agreed to 23 payments of $20.84, and a 24th and final payment of $20.67. Thus, bringing her total anticipated monthly charges to be estimated at $160.84. On June 29, 2022, our Team of Experts (TEX) issued a credit to the account for $79.02, in response to ************ concerns. We would like to ensure that we make every effort to reach an amicable resolution, and should ************ have additional concern, we ask that she contact me at the number below. The account remains open with a credit balance of $79.16. We regret any inconvenience to ************.

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

***** May
Executive Response
Initial Complaint
Date:07/18/2022
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.
T-Mobile overcharged me on my bill for phones I dont have been sent back they havent applied 360$ to my account then to top it off why is my phone bill 400$ a month for Two phones I just came to T-Mobile in November thinking they would be better than att wrong the service ***** most of the time I cant make calls and or now their telling me to pay ****** to have my service restored like who has ****** with 300 being in restoration fees and late fees and they think its okay to charge people this money
Business Response
Date: 07/28/2022
July 28, 2022

FILED ELECTRONICALLY

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

Re: *****************************
Your File No. 17581602
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 regret any inconvenience **************** experienced, and we appreciate the opportunity to review and address her concerns. T-Mobile records shows the account was activated on November 1, 2021, with three lines of service. The first two voice lines ending **** and **** are on our Magenta *** rate plan for $150.00 per month. The line ending in **** is a smartwatch line on our Digits Apple Watch rate plan for $15.00 per month. The line ending in **** is subscribed to our Protection 360 insurance for $13.00 per month and the line ending in **** is subscribed to our Protection 360 insurance for $18.00 per month.

On November 11, 2021, **************** qualified for and took advantage of our JUMP! on Demand (***) leasing program with the lease of two Apple iPhone SE2 devices for her lines ending in **** and ****. *** is a leasing option in which participating customers *** be required to remit a capital cost reduction payment and agree to a series of 18-monthly payments, as well as a Purchase Option Price (POP) should they chose to own the device at the end of the leasing period. Once the *** 18-month lease ends, customers have the option to return the leased handset to a retail location, upgrade to a new device, turn-in the handset to avoid the POP, or purchase the device by paying the POP. At the time of lease **************** was not required to remit a capital cost reduction payment and she agreed to 18-monthly lease installments in the amount of $17.75 plus tax for each handset, as well as a POP in the amount of $80.49 plus tax for each handset should she elect to keep the handset after the lease ends.

T-Mobile records indicate that on November 22, 2021, **************** qualified for and took advantage of our Equipment Installment Plan (***) with the purchase of an Apple iPhone 12 Pro *** 512 GB for $1,099.99 plus taxes. **************** remitted a down payment of $819.97 and agreed to a series of 24-monthly installments in the amount of $11.67. Please note, as a one-time courtesy, we billed the down payment of $819.97 plus taxes to the account, which posted to ****************** account with her billing statement dated November 19, 2021. Per the terms of the financing agreements, should ****************** account be cancelled prior to the *** or *** being completed, any remaining *** or *** balance will then accelerate and become due in full on the final billing statement.

We have reviewed the **** numbers for the above-mentioned devices and regrettably, we have no record of the devices being returned to T-Mobile. Should the *** devices be returned before the 18-month lease ends, **************** remains responsible for the 18 lease payments, however, the POP is cancelled once the device is returned.

T-Mobile is always working to improve its service and 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.

Our records indicate excellent 4G LTE and 5G coverage at the billing address of record. We currently show on July 19, 2022, a tower in ****************** area is experiencing an issue with LTE coverage. T-Mobile engineers are aware of the issue and are working diligently towards a resolution. At this time, there is not an estimated time of completion for this outage.

It is important that if customers experience any difficulties with the service, that they provide Team of Experts (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.

Most postpaid T-Mobile accounts are billed by a system known as bill current. This means charges for ****************** rate plan are billed in advance of the service being provided and become due within that billing cycle. For instance, ****************** billing cycle runs from the 19th of one month through the 18th of the next month, and those charges are then due on or around the 11th. If during that billing cycle **************** had any usage charges, such as international calling or third-party downloads, the respective charges would be reflected on the next months statement, as obviously we cannot predict those charges in advance.

In review of the account balance, regrettably, **************** has remitted payment for the minimum amount allowed to keep her services active, and she has not paid the full amount billed each month. As a result, the account has carried a past due balance since the first due date passed.

As stated in our Terms and Conditions, if we suspend a customers service and then later reinstate it, a fee *** be assessed. Therefore, when ****************** account was suspended, and later reactivated, the account was assessed a $20.00 restore from suspension fee per line of service. Please note ****************** account has been suspended 15 times since activation; however, our review confirm the account has been billed appropriately based on the selected rate plan, features, equipment, taxes, and fees.

The account currently reflects a balance owed of $1,279.92, with the new charges due on August 11, 2022. This bill consists of a past due balance of $928.57 which consists of unpaid monthly recurring charges, features, equipment charges, taxes, and fees, and new monthly charges of $351.35, which consist of the monthly recurring charges, features, equipment charges, taxes, and fees. As stated above, we have confirmed the account has been billed correctly, and no T-Mobile billing errors have been identified.

As ****************** account is more than 30 days past due, her account is not eligible for a payment arrangement. A payment of $928.57, which is the balance over 30 days past due, must be remitted in order for ****************** account to remain active. **************** *** utilize her online account at www.mytmobile.com to remit payment, or she *** visit a T-Mobile retail store. T-Mobile regrets any inconvenience to *****************

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

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

Customer Answer
Date: 07/28/2022

Complaint: 17581602

I am rejecting this response because:no one explained that the iPhone 12 Pro *** was billed an advance and as of today I paid well over 450$ of that and ridiculous amounts of restoration and late fees youre rep never say these things if I agreed to the 100 down payment wheres the contract wheres my wet signature that I agreed to

Sincerely,

*****************************
Business Response
Date: 08/08/2022
August 8, 2022

FILED ELECTRONICALLY

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

Re:      *****************************
Your File No. 17581602
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 28, 2022, regarding the above-referenced account.

T-Mobile regrets any continued concerns **************** experienced, and we appreciate the opportunity to review and address her concerns.

As noted in our previous response to your office, on November 22, 2021, **************** qualified for and took advantage of our Equipment Installment Plan (***) with the purchase of an Apple iPhone 12 Pro *** 512 GB handset for $1,099.99 plus taxes. At the time of purchase, a down payment of $819.97 was required, and **************** agreed to a series of 24-monthly installments in the amount of $11.67. Please note, as a one-time courtesy, we billed the down payment of $819.97 plus taxes to the account, which posted to ****************** billing statement dated November 19, 2021. Please note, prior to the completion of an *** order, customers must provide an Electronic Signature (eSignature) which allows T-Mobile to electronically capture their acceptance of the *** Terms and Conditions. T-Mobile has reviewed this purchase, and we have no record of a $100.00 down payment for this device. On August 5, 2022, pursuant to ****************** request, we emailed her the electronically signed agreements for the above-referenced purchase.

Please note, most postpaid T-Mobile accounts are billed by a system known as bill current. This means charges for ****************** rate plan are billed in advance of the service being provided and become due within that billing cycle. For instance, ****************** billing cycle runs from the 19th of one month through the 18th of the following month, and those charges are then due on or around the 11th. If during that billing cycle **************** had any usage charges, such as international calling or third-party downloads, the respective charges would be reflected on the next months statement, as obviously we cannot predict those charges in advance.   Should **************** wish to change her due date to better align with her needs, she may call her Team of Experts (TEX) to go over a bill cycle change. However, it is important to note, that since billing cycle change is needed to change the due date, **************** will be charged two prorated bills in the same month: once on her current due date, and once on the new due date. TEX can be reached at **************, should **************** wish to explore this option.

As previously noted, the payments **************** has remitted have not satisfied the full amounts billed each month and therefore, the account has carried a rolling past-due balance since the first bill due date. ***************** first billing statement dated November 19, 2021, reflected a balance owed in the amount of $178.08, with payment due December 11, 2021. **************** did not remit payment for this balance; therefore, the balance of $178.08 was carried over to her December 20,2021, billing statement. On December 10,2021, **************** set up a payment arrangement online for the $178.08, with a future-dated payment of $178.08 to be remitted on December 20, 2019.

******************** December 19,2021, billing statement reflected a balance owed in the amount of $1,288.39. This balance consisted of the past-due balance of $178.08 and new charges of $150.00 for the rate plan,$38.34 for the **** monthly lease payment, $28.08 for handset insurance, a late fee of $7.92, and the down payment of $885.97 for her Apple iPhone 12 Pro *** 512 GB handset from her bill cycle dates of November 19, 2021, through December 18, 2021, due on January 11, 2022.

On December 20, 2021, the future dated payment of $178.08 was declined by ****************** financial institution. **************** contacted TEX and set up a new payment arrangement. **************** agreed to remit a payment in the amount of $188.08, for a $10.00 payment arrangement support fee along with the past-due balance of $178.08, on December 30, 2021.

On December 30, 2021, the payment of $188.08 was declined by ****************** financial institution. As the account balance remained past-due, on January 2, 2022, the accounts ability to place outbound calls was suspended. On January 3, 2022, *************** remitted a payment to the account in the amount of $50.00, and set up a two-part installment for the remaining balance owed of $1,295.51. The first payment of $647.75 was to be remitted on January 10, 2022, and the second payment of $647.76 was to be remitted on January 24, 2022. ***************** account was restored at that time. 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 ****************** account was suspended, and later reactivated, the account was assessed a $20.00 restore from the suspension fee per line of service.

On January 6, 2022, *************** remitted a payment for $80.00, which reduced the balance owed at that time to $1,225.51. ******************** billing statement dated January 19, 2022, reflected a balance owed in the amount of $1,518.85, which consisted of a past-due balance of $1,225.51, and new
charges of $293.34 for monthly recurring charges, monthly equipment, and applicable taxes and fees. On January 7, 2022, as a courtesy to ****************, T-Mobile modified the existing payment arrangement, by deleting her previous arrangements and allowing **************** to make a two-part payment arrangement for the past-due balance of $1,225.51. The first payment was to be remitted on January 21, 2022, in the amount of $612.76, and the second payment was to be remitted on February 4, 2022, in the amount of $612.75.

On January 21, 2022, the payment of $612.76 was declined by ****************** financial institution. **************** contacted TEX on January 21, 2022,and as an additional courtesy, the payment arrangement was removed, and T-Mobile provided a $59.00 credit to the above account, which reduced the balance owed to $1,459.85. **************** set up another two-part payment arrangement at that time with a $10.00 support fee, with the first payment to be remitted on January 31, 2022, in the amount of $734.93, and the second payment to be remitted on February 14, 2022, in the amount of $734.92.

On January 30, 2022, our office spoke with **************** and offered to allow her to return her Apple iPhone 12 Pro handset outside the 14-day return period provided at the time of purchase. Upon receipt of the Apple iPhone 12 Pro handset in good working order, we would have waived the *** for the handset in full. **************** indicated she returned one of the above Apple iPhone SE2 handsets; however, we were unable to substantiate that the handset was received as returned. Regrettably, **************** declined the return of her Apple iPhone 12 Pro handset. To assist ****************, we applied a courtesy hold on the account until February 4,2022, to allow her time to either return the device for a refund of the billed charges or to remit payment for the past-due balance.

On January 31, 2022, ***************** future dated payment of $734.93 was declined by her financial institution; however, our courtesy hold prevented the account from being suspended. **************** remitted a payment in the amount of $60.00, which reduced the balance owed to $1,409.85 at that time. On February 1, 2022, a payment in the amount of $40.00 was remitted, followed by a payment of $60.00 on February 3, 2022, which reduced the balance owed to $1,309.85. **************** then set up a two-part payment to remit a payment of $261.97 on February 17, 2022, and a payment of $1.00 on March 3, 2022. On February 17, 2022, the above payment arrangement was declined by ****************** financial institution;however, a payment in the amount of $90.00 was remitted, followed by a payment in the amount of $105.00 on February 18, 2022, which reduced the balance owed to $1,114.85.

******************** February 19,2022, billing statement reflected a balance owed in the amount of $1,405.24,which consisted of the past-due balance of $1,114.85 and the new charges totaling $290.39 for monthly services, monthly equipment, handset insurance,and late fee, which was due on March 11, 2022. As the balance remained past-due, on February 20, 2022, the accounts ability to place outbound calls was suspended.

On February 21, 2022, *************** contacted *** and advised that she made a payment on February 1, 2022,for $120.00. As we had no record of this payment, a hold was placed on the account while we researched ****************** missing payment, to prevent service interruption. **************** also advised that she had returned one of her Apple iPhone SE2 handsets; however, as indicated above, we are unable to substantiate that the handset was received as returned, and as such,the charges remained valid.

Regrettably, we were unable to find ****************** missing payment and as such, we requested that she provide proof of payment to T-Mobile at t-mo.co/missingpayment for review on or before February 28, 2022. Another hold was placed on the account, allowing time to research the missing payment and ensure the account remained active.

On February 24, 2022, a payment in the amount of $200.00 was remitted, which reduced the balance owed to $1,205.24. On February 27, 2022,T-Mobile once again confirmed we were not in possession of the above-referenced Apple iPhone SE2 handset. On February 28, 2022, as T-Mobile had not received the requested information from ***************** missing payment, the hold was removed from the account.

As payment was not received and the balance remained past-due, on March 5, 2022, ******************** account was suspended. On March 6, 2022, **************** remitted a payment in the amount of $200.00 and a payment in the amount of $399.51, which reduced the balance owed to $605.73. A restore fee of $20.00 plus taxes was assessed for each line of service, bringing the balance owed to $652.85. **************** then set up a payment arrangement for the remaining $652.85 balance, via a two-part payment arrangement with the first payment of $326.43 to be remitted on March 13, 2022, and the second payment of $326.42 to be remitted on March 27, 2022.

On March 13, 2022, the payment of $326.43 was declined by ****************** financial institution. As such, the payment arrangement was removed,and the accounts ability to place outbound calls was suspended. On March 14, 2022, a payment of $20.00 was remitted, reducing the balance owed to $632.85; however, due to the amount past-due,**************** was not eligible for a new payment arrangement. A payment in the amount of $95.00 was remitted on March 16, 2022, reducing the balance owed to $537.85. On March 17, 2022, a payment in the amount of $50.00 was remitted, which restored ******************** account and reduced the balance owed to $487.85. A restore fee of $20.00 plus taxes was assessed to the account, bringing the balance owed to $528.35.

The March 19, 2022, billing statement reflected a balance owed in the amount of $831.41. This balance included the past-due of $487.85 and new charges totaling $343.56, which consisted of service from March 19,2022, through April 18, 2022, monthly equipment, handset insurance, late fee,and restore fees, with payment due on April 11, 2022.

On March 21, 2022, **************** contacted ***, and at that time, a one-time courtesy credit of $110.00 was issued to offset previous restore fees, which reduced the balance owed to $721.41. Additionally, **************** remitted a payment of $40.50, which reduced the balance owed to $680.91. **************** set up a two-part payment arrangement, with the first payment of $340.45 to be remitted on April 4, 2022,and the second payment of $340.46 to be remitted on April 18, 2022.

On April 5, 2022, **************** requested an extension on her payment arrangement, and a new two-part payment arrangement was set up, with the first payment of $347.35 to be remitted on April 11, 2022. Please note a $10.00 payment support fee was assessed and reflected on the following billing statement. On April 11, 2022, the payment of $347.35 was declined by ****************** financial institution. As a result, on April 13, 2022, the accounts ability to place outbound calls was suspended. On April 14, 2022, **************** remitted a payment of $55.06. As a final exception, TEX resumed the services with no additional payments remitted and no restore fees. On April 18, a payment of $100.00 was remitted toward the account. The billing statement dated April 19, 2022, reflected a balance owed in the amount of $785.17, which consisted of a past-due balance of $535.85, and new charges in the amount of $249.32 for monthly recurring charges, monthly equipment, and applicable taxes and fees. On April 24, 2022, the accounts ability to place outbound calls was suspended due to the past-due balance. On April 25, 2022, T-Mobile issued a one-time courtesy credit of $43.21 toward the account for the most recent restore fees, reducing the balance owed to $741.96. Additionally, the account was restored on April 25, 2022.

On May 5, 2022, since payment had not been received and the balance remained past-due, the account was suspended. On May 6, 2022, a payment in the amount of $13.00 was remitted by ****************, which reduced the balance owed to $728.96. ****************** billing statement dated May 19, 2022, reflected a balance owed in the amount of $1,117.70, which consisted of the past-due balance of $728.96 and new charges totaling $388.74, for monthly service, monthly equipment, handset insurance,late fee, and restore from suspend fees.

On May 24, 2022, as payment was not received, the account was fully suspended for non-payment. On May 25, 2022, **************** contacted T-Mobile and advised a payment in the amount of $189.00 was sent via U.S. Mail;therefore, to allow time for the payment to post, we added a hold to the account and filed a missing payment for the $189.00.   On May 27, 2022, **************** remitted a payment of $100.00 which reduced the balance owed to $1,017.70. As the past-due balance was not paid in full,and the payment of $189.00 was not received, on June 1, 2022, the courtesy hold was removed, and the accounts ability to place outbound calls was suspended.

On June 2, 2022, our missing payment team confirmed that we were unable to locate the missing payment and we requested **************** upload her unaltered front and back copy of her check or money order showing it was cashed by T-Mobile at tmo.co/missingpayment for review. A temporary hold was placed on the account to allow time for **************** to submit the requested documentation and ensure her service remained active. On June 9, 2022, as we had not received the requested missing payment information, the hold was removed from the account.

On June 10, 2022, **************** made a payment of $100.00, which reduced the balance owed to $917.70. ****************** billing statement dated June 19,2022, reflected a balance owed in the amount of $1,379.70, which consisted of the past-due balance of $917.70 and new charges of $462.00 for the monthly service, monthly equipment, handset insurance, a late fee, and restore from suspend fees, with payment due by July 11, 2022.

On June 17, 2022, as the account balance remained outstanding, the accounts ability to place outbound calls was suspended. On June 18, 2022, a courtesy hold was again applied to the account and the service was restored without a payment remitted. On June 26,2022, as payment was not received, the accounts ability to place outbound calls was once again suspended. On June 27, 2022, **************** remitted a payment of $50.00. As a courtesy to ****************, T-Mobile restored the account service at that time.

On July 4, 2022, as the account balance remained past-due, the ability to place outbound calls was suspended. On July 5, 2022, T-Mobile restored the account as a courtesy, to allow time for **************** to remit a payment. However, as a payment was not received, on July 17, 2022, the accounts ability to place outbound calls was once again suspended.

The July 19, 2022, billing statement reflected a balance owed in the amount of $1,681.05. This balance consisted of the past-due balance of $1,329.70 and $351.35 for monthly service, monthly equipment,handset insurance, late fee, and restore form suspend fees, with payment due on August 11, 2022. On July 21, 2022, a payment of $200.00 was remitted to the account followed by a payment of $100.00 on July 22, 2022, and a payment of $101.13 on July 23, 2022, which reduced the balance owed to $ $1,279.92. This was the last payment remitted to the account.

On July 31, 2022, T-Mobile issued a credit to the account in the amount of $45.00, which reduced the balance owed to $1,234.92. As the account balance remained past-due, on July 31, 2022, the accounts ability to place outbound calls was suspended. As ****************** account is more than 30 days past-due, her account is not eligible for a payment arrangement. A payment of $928.57, which is the balance over 30 days past-due, must be remitted in order for ****************** account to be restored and be eligible for a new payment arrangement. **************** may utilize her online account at www.mytmobile.com or the T-Mobile application to remit payment, or she may visit a T-Mobile retail store.

As indicated above, we have confirmed the Apple iPhone SE2 and Apple iPhone 12 Pro handsets have not been returned to a retail location or the warehouse. As such, it is T-Mobiles position the handset charges are valid and owed. Should **************** have a return tracking number, or her receipt from the store showing the return, she may provide to me via email at ************************************** for further review. T-Mobile regrets any inconvenience to ****************.

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

*********************
Executive Response
Customer Answer
Date: 08/15/2022

Complaint: 17581602

I am rejecting this response because: I did not agree to this price for the phone I was told it will be billed monthly not in full

Sincerely,

*****************************
Business Response
Date: 08/22/2022
August 22, 2022

FILED ELECTRONICALLY

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

Re:      *****************************
Your File No. 17581602
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 18, 2022,regarding the above-referenced account.

T-Mobile regrets any continued concerns **************** may have experienced regarding the above-referenced account, and we appreciate the opportunity to respond to this matter. As noted in our previous correspondence to your office, on November 22, 2021, **************** purchased an Apple iPhone 12 Pro *** 512 GB handset for $1,099.99 plus taxes. At the time of purchase, **************** was required to remit a down payment of $819.97 plus applicable taxes and agreed to a series of ************************** the amount of $11.67 and one final installment of $11.61, for the mobile number ending in ****. It is important to note that equipment upfront costs including down payments and taxes are required to be paid upfront with a debit or credit card. However, as mentioned prior, as a one-time courtesy, T-Mobile placed the upfront cost to ****************** November 19, 2021, billing statement. Records reflect **************** did sign the Electronic Signature (eSignature) agreement which allowed T-Mobile to electronically capture her acceptance of the *** Terms and Conditions.

Based on our findings, it remains T-Mobiles position that the down payment which was billed to Ms.****** billing statement is valid. Should *************** have any additional concerns regarding this matter, we encourage her to contact our number listed below or via email at **********************************************. T-Mobile regrets any inconvenience to ****************.

Our records indicate excellent 4G LTE and 5G coverage at the billing address of record. It is important that if customers experience any difficulties with the service, that they provide Team of Experts (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.

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

***********************
Executive Response
Customer Answer
Date: 08/29/2022

Complaint: 17581602

I am rejecting this response because:

Sincerely,

*****************************
Customer Answer
Date: 09/02/2022
Because Ive given T-Mobile around 500 between august 6and September 1st and their still requesting an additional 488 so heres whats gonna happen ima send the phones back if they are willing to cancel my contract ******* been lied to by multiple customer service reps about refunding me my money I couldve used to pay frocked pay bills within my home and everytime I turn around the number I need to oh k crease every other day reps are saying anything just to get me off the phone k am sick of it so if T-Mobile k willing to let me out of my contract with no cost I will leave and take my business else where because this is nothing but a lying predatory company
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.
Back in January I returned a Pixel 6 as the phone was having some issues. Once I returned the phone, I switched to an iPhone 13. For the past 7 months I have been charged for the returned phone(Pixel 6) even know T-mobile has acknowledged that they received the phone. I have to contact T-mobile to have them remove the charge for good from my account to which they claim it will be. This has become a major issue for me and has caused for me to have to spend countless hours on the phone or in store trying to get this resolved. Just yesterday, I spoke with a rep via text who said that I will have to continue to do this for an unspecified amount of time because they are still working on the request, the request that has been submitted by countless employees.In addition to this , I was asked to reverify my wifes ER discount to which we did , in person at *********************************************************** when I was there in June trying to get my billing issue resolved(It wasnt). A very nice guy helped us through the process, he asked for ID which we provided and said we were all set until.June 2023. I then receive a text message saying that I had to reverify because T-mobile hadn't received anything. I called in and was told that T-mobile hadnt received the verification and my wife now had to be the account holder to keep the discount. Its been over a year and we've never had to have her be the account holder. I was also told that my **** would raise dramatically if the account wasnt put into her name. When I purchased the iphone 13 pro and iphone 13 I traded in two phones. An iphone 7 and iPhone X. And now they are saying if I dont keep the magenta *** they will strip me of my trade in credit and not give me my phones back. You cannot take my phones and my credits, that is theft.I have record of all of the conversations I've had/text messages. I will attach one of the conversations where the agent submitted the request. This was from a few months ago.
Business Response
Date: 07/28/2022

July 28, 2022

FILED ELECTRONICALLY

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

Re: ***** Anderson
Your File No. 17581252
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 ******************** may have experienced regarding the above-referenced account, and we appreciate the opportunity to respond. Records confirm on October 18, 2020, ******************** activated three voice lines on our *************************** plan costing $110.00 a month for the first two lines and $25 for any additional lines.

Our *************************** voice plan gives our customers unlimited voice, messaging, and high-speed data service, at a discounted price for our first responder customers. This plan is available to verified members of **************************** in the *** and in ***********. Every year, customers must verify their first responder status and the eligible first responder must be the account holder of the account. Please be advised the first 12 months the discount applied towards the account without the first responder status being verified. However, after 12 months verification is required.

On September 22, 2021, ******************** qualified and accepted our Equipment Installment Plan (***) with the purchase of an Apple iPhone 13 pro device and agreed to 30 monthly installments of $36.67. ******************** also purchased an Apple iPhone 13 device and agreed to ********** installments of $26.67. At the time of the handset purchases, ******************** traded in an Apple iPhone X device and received a one time billing adjustment of $145.00. This purchase qualified for our 2021 Apple Trade P16 as such the account was enrolled in recurring device credits of $21.84 decreasing the cost of the Apple iPhone 13 Pro device to $14.83 per month. In addition, ******************** was eligible for our 2021 Apple Trade P16 promotion for the Apple iPhone 13 device and received a monthly credit for $12.00 decreasing the cost to $14.67 per month. The promotion would remain on the account for 30 months as long as the account continued to meet the eligibility criteria, which required having the ***************** responder rate plan active.

Please note, the trade-in of a device within the retail store is a final transaction. Pursuant to the agreement signed at the time of the trade-in, ******************** agreed to and terms which included statements such as

You are giving up full ownership rights to the Handset, the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law), and finally, By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions.

Please be advised the above information applies even when cancellation of service is requested and processed within the purchased handsets return period. T-Mobile retail stores and our dealer locations do not retain traded-in handsets; they are sent daily to CWork Solutions, LP, the third-party company that facilitates our trade-in program. As such, although T-Mobile regrets any inconvenience to ********************, we are unable to return a handset that has been traded in.

On November 18, 2021, ******************** activated the mobile number ending in ****. ******************** qualified and took advantage of our *** offering with the purchase of a ****** Pixel 6 device and agreed to 24 monthly installments of $25.00. ******************** traded in a ******* Galaxy S9 device and received a $30.00 trade in billing credit. In addition, the handset purchase qualified for the eligible for 2021 ****** Trade P2. As such, ******************** was enrolled in monthly recurring credits of $23.75 over a course of 24 months. On December 18, 2021, ******************** contacted his Team of Experts requesting to return the ****** Pixel 6 device. Please be advised, T-Mobile provided ******************** a 20-day return period, which allowed ******************** to use the equipment to see if it meets his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable equipment financing agreement entered at the time of the original purchase. T-Mobile confirmed on January 18, 2022, the ****** Pixel 6 was received however as it was past the return period it was not eligible for a credit.

On January 13, 2022, ******************** cancelled the line ending in **** and qualified and took advantage of our *** offering with the purchase of an Apple iPhone 13 128 gb device and agreed to ********** installments of $26.67. On January 14, 2022, ******************** activated the mobile number ending in ****, with his Apple iPhone 13 128 gb device.

******************** contacted T-Mobile on July 14, 2022, to inquire regarding his reverification for the ***************** responder rate plan and he was informed the account holder would have to be the person who is the first responder in order to receive first responders discount.

Our office spoke with ******************** on July 28, 2022, and as a courtesy, we issued a credit of $374.99 which closed the *** for the ****** Pixel 6. Please note, the *** will no longer be billed going forward. Our office also confirmed with ******************** the first responder discount would be systematically removed if the account holder is not the first responder, which will cause an increase in the ****. As for the trade in devices, pursuant to the terms and conditions of the trade in, T-Mobile is unable to return the trade in devices to ********************. If the account rate plan is changed to an ineligible rate plan, ******************** will no longer be eligible for the 2021 Apple Trade P16 promotion and will be unenrolled. 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.

Courtneshia ****
Executive Response

Customer Answer
Date: 07/28/2022

Complaint: 17581252

I am rejecting this response because:One, it is not a courtesy to issue the credit to close out a return. That is nonsense. I returned the phone. The return was accepted, and it should have been taken off in January. The representative that reached out was very rude and short, offered no compensation for me having to reach out to T-Mobile multiple times within the last 7 months. The written response was drastically shortened. Only listed a few times that I contacted T-Mobile when in reality it was upwards of ten. Even after all of the stuff T-Mobile has put me through over the last month, the only thing I requested was to return the iPhone 13 and just move on from this ridiculous mess and just keep my 4 original phones. My only request was denied, so no, Im no way is this issue resolved. Honor my one request and I will close this out.

Sincerely,

***************************
Initial Complaint
Date:07/18/2022
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 had to leave T-Mobile due to a move and you not having any service at my new home. I was a newer customer and had traded in my phones and paid the difference for the new ones. When I went to have my numbers ported due to not having a choice in switching the ** team honored the promotion and unlocked the phones. I made sure that there wasnt going to be a charge for the devices and was assured there wasnt going to be. They said they put me on a $0/month plan so the promo would still apply to the devices. 2 months later, without a warning my credit card was charge $975! When I called in the guy said he was going to get answers from his next level of support and call me back.Im still waiting and the charge is still on my card. Im so sick and tired of you going back on your word and not honoring what was told to me. I cant help that you dont have service in my area and I had no choice but to switch carriers. Also - the fact that you unknowingly charge my card from a closed phone account 1K without any warning is just wrong. This mixed with the fact the I never got a callback as promised with a proper resolution speaks volumes to your customer service decline.
Business Response
Date: 07/28/2022
July 28, 2022

FILED ELECTRONICALLY

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

Re: ****** ****
Your File No. 17581286

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 file number.

T-Mobile regrets any concerns Ms. **** experienced with her equipment promotions and we appreciate the opportunity to respond. Regretfully, T-Mobile was unable to locate an account or T-Mobile number associated with ************** with the information she provided in her correspondence to your office.

T-Mobile would like the opportunity to further investigate this matter and work toward an amicable resolution with Ms. ****. We respectfully request Ms. **** contact our office directly at the number below to provide the T-Mobile account number and/or ********************** number for review. Upon receipt of this information, we will investigate this matter further and apprise Ms. **** of the options available to resolve her concerns. T-Mobile regrets any inconvenience to Ms. ****, and we look forward to speaking with her.

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.

**** Greene
Executive Response
Initial Complaint
Date:07/17/2022
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 ********************************************************************* my parents went to switch phone plans in this location, they do not speak fluent english. i live out of state, i told them to call me when they arrive at t-mobile so i can help translate. when the sale representative: # ending in 788 spoke the same language, my parents thought it was easier to call me for help. this sale rep took advantage of my parents not knowing what they are doing, forced them to get new phone lines for every active phone lines on current account. she even got on the phone with me stating it's mandatory to change phone lines, that i have five days to get a new sim card at my local t-mobile. wtf!?!?! are you that desperate to make commission on opening new lines that you force and take advantage on elderlies or anyone that doesn't know any better ? i told her we want to keep all our old phone lines, we've had the same numbers since **** we do not want new phone lines. you can transfer phone lines over to the new service. we've had the same phone numbers for over 20 years! we all know how difficult it is to change phone numbers and have the notify everyone. it was too late for my parents, the sale rep already took their old sim cards, gave them new ones and new phone numbers. i called t-mobile 611 and transferred my cell number to new account very easily. i never review anything but i think i find it unprofessional, inappropriate, dishonest, and disgusting that theres employees like the one my parents dealt with. my parents spoke with a few colleagues and turned out they all go to this location for language convenience and they were forced to change or get added futures they do no need or understand. t-mobile has been noticed of this store location for further investigation, i hope consequences are to be taken or at least more training.
Business Response
Date: 07/28/2022

July 28, 2022

FILED ELECTRONICALLY

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

Re: ********* Zuo
Your File No. 17580601

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 17, 2022, regarding the above-referenced file number.

Please be advised T-Mobile takes account security seriously; therefore, to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed ***************************** is not an authorized user on the account which is associated with the mobile number she provided and as such, we will not be contacting ********** regarding her correspondence to your office. The account holder of record *** add ********** to the account by contacting T-Mobiles Team of Experts (TEX) 24 hours a day at ************. Additionally, the account holder *** have one of the authorized users on the account contact T-Mobile at the number below to discuss this matter further. T-Mobile regrets any inconvenience to **********.

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

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

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