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Business Profile

Cell Phone Supplies

T-Mobile USA, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Supplies.

Complaints

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

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    Customer Complaints Summary

    • 27,417 total complaints in the last 3 years.
    • 8,082 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/17/2022

      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.
      Went to Tmobile to upgrade 2 cellphones and the agent was very helpful but we waited 2 1/2 hours to have the information transferred from the old cellphone to the new cellphone and he was unable to do it,he called Tmobile tech support and they couldn't solve the problem, They told us to come back tomorrow 7/18. I am 80 years old and can't understand why such a problem would happenl

      Business Response

      Date: 07/28/2022

       
      July 28, 2022

      FILED ELECTRONICALLY

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

      Re:       ***************************
      T-Mobile Account Name: *********************
      Your File No. 17579403 
      T-Mobile Account No. *********
       
      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 account. Please be advised, T-Mobile confirmed *************************** and ********************* are one in the same. 

      T-Mobile regrets any concern ************** may have encountered regarding her account and we appreciate the opportunity to respond. T-Mobile records indicate on July 17, 2022, ************** visited a T-Mobile store to purchase new handsets. However, due to an inadvertent error, we were unable to complete the transaction.

      Thereafter, on July 18, 2022, ************** leased two One Plus Nord N200 5G devices with our JUMP On Demand! (***) program. *** is a leasing option in which participating customers may be required to remit a capital cost reduction and agree to a series of 18 monthly payments as well as a Purchase Option Price (POP) should they chose to own the device. Once the *** ******** 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. Please note, ************** was not required to remit a capital cost reduction payment; however, she agreed to a series of 18-monthly payments of $10.00 plus taxes, per device.

      Furthermore, upon speaking with ************** on July 28, 2022, we empathized for any trouble experienced during her device purchases. In addition, ************** confirmed the concerns she had with her devices were fully addressed and no longer needed our assistance. T-Mobile regrets any inconvenience to **************. 
       
      Based upon the above, we respectfully request that this matter against T-Mobile be closed.
       
      Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
       
       
      Very truly yours,
       
      T-MOBILE USA, INC. 

      ***** May
      Executive Response

    • Initial Complaint

      Date:07/17/2022

      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.
      My mother had buyers remorse with the original phone she chose. She EXCHANGED the phone at the same store that we purchased it from within the allowed time frame in January 2021 the same day that she received her current phone. T-mobile has been charging me and installment fee on this phone since 1/2021 and it was returned 1/2021. I have called T-mobile and done the expert chat over 20 times and yet this issue still have been resolved! I am still paying for this device. NO ADJUSTMENTS have been made to my account and they still have the phone! I would either like to have the phone that Im paying for or have my account credited. We have also been trying ti switch to a lower rate plan but we cant do that until this issue is resolved. I have attached screenshots of MULTIPLE conversations with them and there have been MANY other phone calls made as well (Im on hold with them right now as Im typing)

      Business Response

      Date: 07/28/2022

       
      July 28, 2022

      FILED ELECTRONICALLY

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

      Re:      *************************
      T-Mobile Account Holder: ***********************
      Your File No. 17579305
      T-Mobile Account No. *********
       
      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 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 concern Ms. ***** may have regarding the account and we appreciate the opportunity to respond. T-Mobile records indicate on January 8, 2021, the above-referenced account was activated with two mobile numbers ending in **** and ****, and enrolled in the T-Mobile Essentials 2+ rate plan, for a monthly cost of $100.00 plus applicable taxes. In addition, the account had a DIGITS line of service ending in ****, enrolled in the DIGITS Apple Watch rate plan, for a monthly cost of $10.00. 

      At the time of activation, the account qualified for and took advantage of our Equipment Installment Plan (***) with the purchase of an Apple iPhone 12 Pro *** with serial number ending in **** and an Apple iPhone 12 with serial number ending in ****. Accordingly, a down payment in the amount of $99.99 was required for the Apple iPhone 12 Pro *** and the account agreed to a series of 24-monthly installments in the amount of $41.67 for iPhone 12 Pro *** and $34.59 for the iPhone 12. Please note, both devices qualified for the 2020 Apple Trade P3 promotion and as such, the iPhone 12 Pro *** was eligible for 24-monthly credits of $27.30 and the iPhone 12 was eligible for 24-monthly credits of $25.21.

      On January 9, 2021, the mobile number ending in **** was activated for a monthly Add-A-Line fee of $20.00. This same day, the account purchased an Apple iPhone SE with serial number ending in ****, with our *** program. A down payment was not required; however, the account agreed to a series of 24-monthly installments of $16.67. However, T-Mobile records confirm on January 10, 2021, the Apple iPhone SE was returned to T-Mobile and the *** was closed from the account. On January 10, 2022, the account purchased an Apple iPhone 12 with serial number ending in ****, with our *** program. A down payment was not required; however, the account agreed to a series of 24-monthly installments of $34.59. It is important to note, T-Mobile records do not indicate the account is being charged for the returned Apple iPhone SE.
      Further research confirms, Ms. ***** contacted T-Mobile on numerous occasions disputing the monthly *** charges for the Apple iPhone 12 associated with the serial number ending in ****. However, after further investigation, T-Mobile confirmed the disputed device is being used with a mobile number on a different account that has been in contact with this account regularly. That said, it is T-Mobile position that the *** for the Apple iPhone 12 associated with the serial number ending in **** is valid. 

      Please be advised, on July 17, 2022, the account was cancelled when the mobile numbers and the active **** were transferred to a new account after a Change of Responsibility (COR) was completed. A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account.

      Upon speaking with Ms. ***** on July 28, 2022, the above was apprised. Ms. ***** confirmed that the disputed device is being used on her husbands account. Therefore, T-Mobile respectfully declined Ms. *****s request of receiving a device or being refunded for previous *** charges. T-Mobile regrets any inconvenience to Ms. *****.  

      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:07/17/2022

      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 is not allowing me to port my number to ******* Wireless in a reasonable time. I have bring trying since July 14, 2022 to port my number into ******* Wireless. T-mobile is not giving me the correct information to do this and holding on to this number.Also T- Mobile should be held accountable for service cost (to T-mobile and ******* Wireless) from July 14, 2022 until completion of number begin ported out ******* Wireless .Due to the Inconvenience of not having cellular union complaint is closed they should pay activation fee as well.

      Business Response

      Date: 07/28/2022

       
      July 28, 2022

      FILED ELECTRONICALLY

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

      Re:      **** Dietrick 
      Your File No. 17579198
      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 that ******************** has chosen another service provider, and we appreciate the opportunity to respond to his concerns.  Please be advised that to ensure account security and to protect customer information, when a customer requests to port their number to another carrier, a unique Temporary Port-Out PIN (****) must be obtained to do so.  Customers can obtain this online at www.T-Mobile.com, or via our Team of Experts (TEX), which requires a one-time PIN be sent to the customers device.  If a customer is unable to receive a one-time PIN to their device, they must visit a retail location with valid identification.

      T-Mobile records reflect that on July 16, 2022, we attempted to send a one-time PIN to ******************** so that he could receive his ****, however the call was disconnected, and we were unsuccessful in reaching ******************** in our return call.  On July 18, 2022, a port request was received from another carrier, however it was declined as the **** was incorrect.  On July 22, 2022, a port request was received with the correct ****, and the number was successfully released to the other carrier.  T-Mobile respectfully declines Mr. ********* request for compensation, however, the final account service balance, not including any Equipment Installment Plan (EIP) balances, of $91.65, was credited on July 28, 2022, as a gesture of goodwill.  We regret any inconvenience to ********************.  
       
      Based upon the above, we respectfully request that this matter against T-Mobile be closed.
       
      Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
       
       
      Very truly yours,
       
      T-MOBILE USA, INC. 

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

    • Initial Complaint

      Date:07/17/2022

      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.
      *************** damage claim Over the 17 years I have paid for services from T-Mobile they have used different call center techniques. Now, I am immediately routed to *************** where in most cases nothing happens but banter and ineffective time management. I would not mind so much if they could actually help resolve the issue more than add to the frustration for which you called in for in the first place. I realize the Filipino people will settle for less, but Im not ********, Im American and I demand better customer service. Wait, after about 6 or 7 tries I finally get escalated back to ******* to guys who do not have a clue and punt me down the field to Apple who routed me to Sebi in *****. At that point I gave ** and go into the local store in my community-wait-it gets better-the store rep cant fix the problem-he tells me to take the device to ATT and let them fix it. You cant make this **. Anyway, in the event you see the complaint I made on Assurant this one is associated with that complaint. This experience has taught me that the cellphone world answers to no one, and can disrupt your life and cause frustration and the customer has no recourse. They dont have ********************** especially when compared to the ************************

      Business Response

      Date: 07/28/2022

      July 28, 2022

      FILED ELECTRONICALLY

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

      Re:      *********************
      Your File No. 17579048
      T-Mobile Account No. *********
       
      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 account.  

      T-Mobile regrets any inconvenience ************** experienced and we appreciate the opportunity to address his concerns.  T-Mobile regrets to hear that Mr. ****** device is not working as expected.  By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device.  During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via *********************** Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.  Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or make and model, provided the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.

      In the event of accidental damage, loss of theft, T-Mobile offers our customers the optional device protection plan provided by Assurant, Protection 360 which provides customers with a replacement device of the same make and model with a deductible payment required by Assurant at the time of the claim.  Our records confirm Mr. ****** account is currently subscribed to the optional Protection 360 feature at $18.00 per month plus tax.  

      Further review shows that on July 8, 2022, ************** took advantage of his Protection 360 feature and initiated claim number ******** with Assurant.  However, T-Mobile could not locate records of ************** successfully completing the claim. 

      On July 15, 2022, ************** contacted our Team of Experts (TEX) indicating the replacement device he received from Assurant was an AT&T device and it had been network locked. Regretfully, the replacement device had been provided by Assurant, and T-Mobile could not confirm the insurance claim had been completed.   As such, T-Mobile offered assistance to connect ************** with Assurant to resolve the concerns, however, he declined our efforts.  

      On July 28, 2022, T-Mobile contacted ************** regarding his concerns.  In our conversation, ************** confirmed that his device concerns had been resolved.  However, ************** provided us with his feedback regarding his experience which we appreciate and have distributed to the appropriate parties for implementation.  

      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. ****** 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

    • Initial Complaint

      Date:07/17/2022

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      T-Mobile is charging me $2700 in international data roaming charges on my 10-year old's phone for the first 9 hours spent in *******, and with hardly any notice or heads-up. Here is the timeline in a nutshell: 1- We arrive in ******* at around 2AM (EDT) on June ****- We receive the "Welcome to *******" text at 2:19 AM of the same day (screenshot attached), with information on texting and call rates (no mention of data). It has always been assumed by me and everyone I know that there is NO data roaming in *******. 3 - A one-shot cluster of 5 text messages are sent to my 10-year old daughter (phone number x-****, which is part of our family plan), all with a receipt time-stamp of 11:19 AM of the same day (screenshot attached), stating that the charges reached $100, then $200, and so on till $500. Such texts (which my daughter did not even see, given jet lag and the fact that we were on vacation) stopped coming since.4 - A text is sent to my (principal) number (x-9342) with a receipt time-stamp of 1:20 PM of the same day (screenshot attached), stating that data charges on the x-**** number reached $2691.34 (two hours after the receipt of the one-shot text cluster, and 9 hours after arrival in the country!). Nothing was sent re: data charges before or after that (until I got the text stating that my $3k **** is ready)!

      Business Response

      Date: 07/28/2022

       
      July 28, 2022

      FILED ELECTRONICALLY

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

      Re:      *****************************
      Your File No. 17578873
      T-Mobile Account No. *********
       
      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 account.  

      T-Mobile regrets hearing of Mr. ******** concerns regarding international roaming charges and we appreciate the opportunity to respond.  T-Mobile records reflect ****************** has four lines of service which are subscribed to the Simple Choice Talk, Text, and Data rate of $100.00 per month for the first two lines and $15.00 per month per line thereafter.  Please note, this plan includes unlimited talk and text, and 6GB of mobile data for each line per month.  Additionally, this plan includes Simple Global which provides unlimited data, unlimited messaging, and discounted calling when traveling to one of the 210 included countries.

      In Mr. ******** correspondence to your office, he indicated he and his family were traveling in *******, which is not a country included in ******************** ************* roaming rates in ******* are $15.00 per MB of data, $0.50 per text sent (there is no charge for texts received), and calls are billed at $3.59 per minute.  For future reference, ****************** may review our international rates at https://www.t-mobile.com/cell-phone-plans/international-roaming-plans. 

      On June 30, 2022, T-Mobile sent three SMS alerts to the mobile number ending in ****, advising the line was incurring international data roaming charges.  Please note, pursuant to T-Mobile policy, users who exceed $500.00 in international roaming charges will be suspended to prevent **** shock.  As such, the mobile number ending in **** was suspended on June 30, 2022, and on July 16, 2022, it was restored pursuant to Mr. ******** request.  

      On July 13, 2022, Mr. ******** billing statement was made available with a balance due of $2,917.54.  Of this balance, charges of $2,693.87 were assessed for 179.59MB of data used by mobile number ending in ****; additionally, the mobile numbers ending in **** and **** used 38 minutes combined of talk time, resulting in charges of $51.20. 

      While a T-Mobile billing error was not identified, our office spoke with ****************** on July 28, 2022, and applied a credit of $2,693.87 to offset the international data roaming charges as a one-time courtesy and offered to add an international roaming block to the mobile number ending in ****.  ****************** did not accept the international roaming block at this time, and our office advised ****************** that he may add the feature at any time.  Additionally, ****************** should be aware that any future international usage charges will be considered valid and owed.  T-Mobile regrets any inconvenience to ******************.  
       
      Based upon the above, we respectfully request that this matter against T-Mobile be closed.
       
      Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
       
       
      Very truly yours,
       
      T-MOBILE USA, INC. 

      *******************************
      Executive Response
    • Initial Complaint

      Date:07/17/2022

      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.
      Switch to T-mobile with a promotion that we were supposed to get our new phones for free as long as we sent our old ones back. Sent the old ones back they are saying we did not so our **** is much higher than it was supposed to be cause were paying for the new phones. On top of that we have no service no bars no service anywhere around where we live when they said we did have service here they lied to us manipulated us. They are a horrible company. Now Im paying $400 a month for nothing no service anywhere they are terrible they need put out of business they should be sued

      Business Response

      Date: 07/27/2022

       
      July 27, 2022

      FILED ELECTRONICALLY

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

      Re:      *****************
      Your File No. 17578723
       
      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 note, T-Mobile attempted to reach ************** at the phone number provided to your office, but were unsuccessful.  

      T-Mobile regrets any concerns ************** has regarding her account. Regretfully, with the information available, T-Mobile is unable to locate ************** account to further our research and provide an amicable resolution.  T-Mobile would like the opportunity to speak with ************** and work toward an amicable resolution.  We request ************** contact our office directly at the number below to discuss this matter.  We regret any inconvenience to **************.

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

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

      Very truly yours,
       
      T-MOBILE USA, INC.

       
      ***********************
      Executive Response
    • Initial Complaint

      Date:07/17/2022

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I filed a complaint two moths ago regarding the poor quality of services. I was promised to get a credited for the full moth I was not able to use my services properly. I have not get improvement so I called to cancel autopay and to make sure there was a follow up on the credit for the month. No credit issue as of yet and I was charged after I requested for for autopay to be canceled as i was shopping for another carrier and didnt want to waste any more money on this company. I want a refund for the month I couldnt use my services properly and I was promised a credit however since Im leaving this company I would like a refund and also a refund for July payment that I didnt authorized.

      Business Response

      Date: 07/28/2022

      July 28, 2022

      FILED ELECTRONICALLY

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

      Re:      ***************************
      Your File No. 17578707
      T-Mobile Account No. *********
       
      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 account.   

      T-Mobile regrets any continued concerns ****************** may have experienced and we appreciate the opportunity to respond.  As previously mentioned in our correspondences dated June 21, 2022, and June 28, 2022, under file number ********, T-Mobile is always working to improve its coverage, and we regret any service issues ****************** may have experienced.  Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  T-Mobile records indicate ****************** account address is in a moderate coverage area with no known issues.  

      On May 20, 2022, ****************** activated three voice lines on T-Mobiles Magenta *** FR rate plan for $100.00 for the first two lines and $20.00 for the third line after AutoPay discount.  On May 24, 2022, ****************** enrolled in our AutoPay feature which automatically deducts the balance owed each month approximately two days prior to the due date using a payment method which is supplied by the customer.  

      Our records indicate ****************** remitted payments in the amounts of $129.00, $1.00, and $128.67 between the dates of June 16, 2022, and July 11, 2022.  Please note, these payments covered the service period from May 21, 2022, to July 20, 2022.  Also, our records indicate ****************** requested AutoPay be removed from the account on July 17, 2022, which was completed that same day.  As such, it is T-Mobiles position the above AutoPay payments were authorized.

      T-Mobile records confirm on July 23, 2022, ****************** cancelled his account when he transferred his service to another service provider.  The account currently shows a balance of $135.00 due by August 13, 2022.  This balance consists of monthly recurring charges, taxes, and fees for the service period of July 21, 2022, through August 20, 2022.  Pursuant to T-Mobile policy, customers are responsible for all charges through the end of their service term.  Accordingly, ****************** is responsible for the charges through August 20, 2022.

      T-Mobile found no record of ****************** being advised his account would be credited for service-related concerns.  Furthermore, as the network was working as expected at ****************** address, T-Mobile considers all charges to be valid and we respectfully decline ****************** request for compensation.  T-Mobile regrets any inconvenience to ******************. 

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

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

      Very truly yours,
       
      T-MOBILE USA, INC.

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

    • Initial Complaint

      Date:07/17/2022

      Type:Customer Service Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dear BBB office, I purchased T-mobile's tablet and mobile internet service on April 9th account number *********, but didn't want the order anymore so I canceled the order. After canceling the order, I was expecting a refund of $30 from T-Mobile, but did not get it. So I called their customer service and they said that they would not charge my account of the order and they would cancel my order, but after a week later I still did not see any changes happening to my account. Thus I called their customer service numerous times but did not get any sort of refund. I hope that you could help me get my refund. Thank You. Sincerely, *********************

      Business Response

      Date: 07/26/2022

       
      July 26, 2022

      FILED ELECTRONICALLY

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

      Re:      *********************
      Your File No. 17578634
      T-Mobile Account No. *********
       
      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 account.   

      T-Mobile regrets any concerns ************** experienced regarding a recent refund request, and we appreciate the opportunity to respond to this matter.  On April 9, 2022, ************** activated one Mobile Internet line of service ending in **** and subscribed to our Mobile Internet 2GB rate plan for $15.00 per month.  At the time of activation, ************** remitted an upfront payment in the amount of $30.00 which consisted of an Assisted Support fee.  The Assisted Support fee is only applied when we support customers in an assisted channel.  Please note that Assisted Support fees are non-refundable. 

      At the time of activation, ************** purchased a ******* Galaxy Tab7 Lite tablet using our Equipment Installment Plan (EIP) at the full retail cost of $199.99.  However, this order was canceled as ************** did not electronically sign the required EIP agreement.  Regrettably, on April 29, 2022, the account was cancelled atMr. ******* request.  As indicated above, although ************** cancelled the service, a refund of $30.00 was not issued for the Assisted Support fee, as it is non-refundable.

      However, to amicably resolve this matter, on July 25, 2022, T-Mobile issued a refund to ************** in the amount of $30.00 for the Asissted Support fee.  This refund was sent in the form of a prepaid card, and sent to the address on ************** correspondence to your office.  ************** can expect to receive the refund within ten business days.  Mr. ****** above account remains closed with a zero balance.  T-Mobile regrets any inconvenience to **************. 

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

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

      Very truly yours,
       
      T-MOBILE USA, INC.

       
      ***********************
      Executive Response
    • 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.
      I have recording of a conversation with T-Mobile representatives and managers and supervisors as well as a Schurian representatives and managers with myself included in a joint conversation of T-Mobile miss handling my files putting my wifes IMEI number to her phone on both phone lines of my account so when I lost my phone and I try to do a insurance claim my wifes iPhone only shows up not mine I have in that same recording of a T-Mobile representative with her employee ID number finding the mistakes and fixing the mistakes in my file to try to get my insurance claim processed but then a ******* manager has told her that their systems cannot be backtracked that they are now not responsible for replacing my device even though Ive been paying insurance on both devices for over two years hence leaving me deviceless and the possibility of losing my job because of this. I tried to submit my recordings in this complaint but your system does not support it please provide email address to where I can send attachments audio attachments

      Business Response

      Date: 07/26/2022

      July 26, 2022

      FILED ELECTRONICALLY

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

      Re:      *************************
      Your File No. 17578606
      T-Mobile Account No. *********
       
      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 account.   

      T-Mobile regrets any handset replacement concerns ****************** has experienced, and we appreciate the opportunity to respond.  Records reflect as of February 24, 2021, Mr. ******** mobile number ending in **** subscribes to the $18.00 Protection 360 feature for an Apple iPhone 12 ************* handset.  T-Mobiles Protection 360 device protection feature is provided through Assurant, the third-party insurance provider.  This feature offers device replacement in the event of hardware issues (i.e. mechanical breakdown) or accidental damage, loss, or theft.  Please be advised Assurant operates as a separate entity and can be contacted at ************.  

      Records confirm on July 18, 2022, ****************** filed an insurance claim with Assurant for an Apple iPhone 12 ********************** Unfortunately, the claim was submitted for the mobile number ending in **** and not the mobile number ending in ****.  Therefore, on July 19, 2022, this claim was denied due to this discrepancy.  T-Mobile regrets if the mobile number was inputted incorrectly in the Assurant claim. 

      Please note, records reflect on July 19, 2022, ****************** filed another claim with Assurant for an Apple iPhone 12 ************* handset for the mobile number ending in ****, and on July 22, 2022, this claim was approved.  Additionally, T-Mobile found that ****************** received the replacement handset on July 22, 2022, via UPS.  Should ****************** have any further concerns regarding his Assurant claim, we encourage him to contact them directly at the number above.

      T-Mobile strives to provide world-class service to all our customers on every 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 our Team of Experts.  T-Mobile regrets any inconvenience to ******************. 

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

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


      Very truly yours,
       
      T-MOBILE USA, INC.
       
      ***********************
      Executive Response

    • Initial Complaint

      Date:07/16/2022

      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.
      In February of 2022, my wife and I was stopped by a sales rep for T-Mobile and happened to be the manager at the *******************. His name was ****. He told us that we could get 2 lines, Hot ************** Paramount plus, and ******** for $90.00 a month after a military discount. We advised him that we already had a great plan with **** paying only $80.00 a month for 2 lines and our phones were free with a 3 year contract. At that point he said t mobile would pay off our contract with ****. I told him we'd think about it. We returned the next day and looked at phones. At that time, the S22 Ultra had just been released and **** told us that he would give us $1000 for each of our Note 20's totaling $2000.Moving forward the first **** was over $240, second *********************** less and so forward but only because we had to call every month to complain and they would issue an account credit. They never paid our **** account off as promised. Now **** has placed us in collections. We spoke to Tmobile, the new site manager ***** and he escalated to his manager. They told us they would issue us a gift card with $943.00 that would cover our over paid acct bills and to pay off ****. We agreed.We waited and waited and never received the card. I reached out this week to ask when the card would be sent and they said they issued a Tmobile credit on our account. What in the world are you talking about? That was not the agreement. We are tired of this roller coaster. We called to pay off the phones which should be less than $400 with Tmobile because we are done, just to find out its a 24 month installment credit. You took my very good Note 20s and now forcing me to deal with this dishonest, lack of consistency, no accountability having, dysfunctional company. We want our **** account paid off as promised and we want complete ownership of both S22 Ultra's since you can't give us back the ones you took dishonestly.

      Business Response

      Date: 07/28/2022

      July 28, 2022

      FILED ELECTRONICALLY

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

      Re:      *****************
      Your File No. 17578075
      T-Mobile Account No. *********
       
      To Whom It May Concern:
       
      T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 16, 2022, regarding the above-referenced account.   

      T-Mobile regrets any concerns ************ may have with the account, and we appreciate the opportunity to respond.  T-Mobiles Carrier Freedom program reimburses consumers remaining device payment plans and service contacts up to $650.00 per line.  It is important to note, this program cannot be combined with other handset offers such as our 2022 ******* Trade P10 offer.  T-Mobile records show on February 26, 2022, ************ visited a T-Mobile retail store and choose to take advantage of our 2022 ******* Trade P10 offer which offers up to $1,000.00 off (via a one-time trade-in credit and monthly Recurring Device Credits (RDC)) when customers purchase a new device on our Equipment Installment Plan (***), trade-in an eligible device, and have or switch to one of our premium rate plans.  

      On February 26, 2022, ************ activated three voice lines on the Magenta *** rate plan for $170.00 per month with AutoPay; the account qualified for the 2022 Line On Us P2 offer which provided a monthly credit of $29.60 for mobile number ending in ****.  ************ receives a monthly credit of $12.99 for the ******* On Us program as he is enrolled the ******* Premium service.  Additional records from February 26, 2022, confirm ************ purchased two ******* Galaxy S22 Ultra handsets on *** via 24-monthly installments of $84.60 and was asked to remit a down payment of $370.00.  At the time of purchase, ************ was offered two trade-in credits of $275.00 for two ******* Galaxy Note 20 handsets, which was applied to the purchase total of $640.00, which included the down payments, three SIM card starter kits, and taxes on the retail price of the handsets.  The account receives two 24-monthly RDCs of $30.21 for the 2022 ******* Trade P10 promotion and therefore, ************ does not qualify for the Carrier Freedom program.  T-Mobile regrets if ************ was advised differently.

      Additional records show on April 18, 2022, ************ contacted our Team of Experts (TEX) to inquire about the rate plan, as he stated the account should be on the **************** plan.  At that time, a courtesy credit of $100.00 was applied to the account and the rate plan was changed to the Magenta ************ rate plan for $120.00 per month with AutoPay, this plan does not qualify for the 2022 Line On Us P2 offer.  On June 13, 2022, in an effort to resolve ************** concerns with the Carrier Freedom program, a courtesy credit of $935.00 was applied to the above-referenced account, which left the account with a credit balance of $890.82.  It should be noted that as this was an exception to our policy, the credit cannot be sent to ************ via a prepaid debit card or to the previous carrier; however, any future billed charges will be deducted from this credit balance until exhausted.  On July 16, 2022, ************ requested to cancel the mobile number ending in ****, which was processed at the end of the billing cycle, July 26, 2022, and reduced the monthly rate plan to $100.00 with AutoPay.  On that same date, TEX applied a courtesy credit of $20.00 for the third line, resulting in a credit balance of $766.64.  

      In an effort to amicably resolve ************** concerns, on July 26, 2022, our office moved the remaining credit on the account, $766.64, to the *** balance for the ******* Galaxy S22 Ultra handsets which will reduce the *** balance to $755.74.  ************ will continue to receive both monthly RDC of $30.21 for the remaining 18-months due for the promotion.  We sincerely regret 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

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