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

27,422 total complaints in the last 3 years.
8,082 complaints closed in the last 12 months.

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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:07/16/2022
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.
The problem is that they are charging me for a phone they have of 600 dollars and they wont adjust the **** or a coma date for the nonsense of the high **** . The phone was lost in us mail i retracted sent it thru *** July 7, *************************************************************************************************************************************************** that high ****
Business Response
Date: 07/26/2022

July 26, 2022

FILED ELECTRONICALLY

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

Re: *************************
Your File No. 17578147
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 **************** experienced regarding the above-referenced account, and we appreciate the opportunity to respond to this matter. Records reflect on April 14, 2022, a handset replacement was ordered for ****************** non-working Apple iPhone XR 64GB handset as part of our Handset Exchange Program. Under the Handset Exchange Program, T-Mobile provides a replacement handset of the same or equivalent model, with a service warranty processing fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.

Please be advised, in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee. Regrettably, our records do not indicate we received ****************** non-working handset as returned. As such, on May 30, 2022, a non-return fee in the amount $559.37 including applicable taxes was assessed to the above account. Please note the possibility of a non-return fee was disclosed to **************** at the time the exchange was processed.

Although we have no record of receiving the defective handset back, to amicably resolve this matter, on July 25, 2022, T-Mobile issued a one-time **** credit in the amount of $559.37 for the non-return fee. As a result, ****************** account balance was reduced to $196.38. 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.
Back in September 2021 I bought the razor flip phone. Around the end of March I experienced a problem with the phone I reached out to TMobile concerning this matter and I was informed by Tmobile that they would send me a new device. That same morning I went to the local Tmobile stores and the technician resolved my issue with my razor phone. Later that day I notified Tmobile that they no longer had to send me the new device because I resolved it at the Tmobile local store. On the next day I received a brand new Note 9 Note 9 why was I sent a Note 9 when the phone in question was a Razor 3 flip phone and why did I receive a phone period when I called them and told them the same day I told them about the phone that I know longer needed a new phone to replace the one that wasn't working. I told them that I got it fixed that same day. Why send me a Note 9. When I received the Note 9 it had a return label so I returned the Note 9 with the return label. They still debited my account for the cost of the Note 9 which was inaccurate because I returned it. After talking to a Tmobile representative over the phone they returned my money from the Note 9 they returned earlier. I was informed that my account would be removed from autopay because the representative said the autopay would continue to take the money until it updated. My service have been disrupted on numerous occasions up until this point I have spoke with numerous Tmobile representatives concerning this matter I have been informed at the end of every call that this matter has been taken care of and the service will not be interrupted again. On numerous occasions I have been informed that upper management will resolve this issue. On 7/15/22 I woke up and my phone was off again. I reached out to TMobile on 7/15/22 I paid my monthly **** which is $200 but even til this day it says I still owe Tmobile for the Note 9 I sent back a long time ago. I would like to have this issue resolved as it keeps lingering on.
Business Response
Date: 07/27/2022

July 27, 2022

FILED ELECTRONICALLY

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

            Re:      ****** ****
                        T-Mobile Account ************** ***********/****** D ****
                        Your File No. 17578041
                        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. Please be advised the account holder of record is D. Key ***********/****** D ****, and we confirmed ****** **** is designated as an authorized user of the account.

********************** regrets Mr. ***** billing and non-return fee concerns, and we appreciate the opportunity to respond to this matter. Records reflect on September 17, 2021, Mr. **** purchased a ******* Galaxy Z Flip3 5G handset using our Equipment Installment Plan (EIP) offering for the mobile number ending in ****. Furthermore, on January 12, 2022, Mr. **** contacted his Team of Experts as he was having issues with his handset. As a result, T-Mobile agreed to provide Mr. **** with a replacement handset using our Handset Exchange program. However, due to an inadvertent error, a ******* Galaxy Note 9 was issued for the mobile number ending in **** instead of the ******* Galaxy Flip for the mobile number ending in ****.

Records reflect on January 12, 2022, Mr. **** contacted his Team of Experts (TEX) after the order was placed and requested to cancel it. However, it was past the cancellation period as the order was already processed for shipping. Therefore, we were unable to cancel the order.

Our records indicate as of March 24, 2022, we did not receive the non-working equipment. Therefore, a non-return fee of $754.62,including applicable taxes, was billed to the March 24, 2022, billing statement.

The March 24, 2022, billing statement reflected a balance of $977.56, which included monthly recurring services, equipment, and the non-return fee, from February 24, 2022, through March 23, 2022. On April 11, 2022, a credit of $50.00 was provided, reducing the balance to $927.56. Records reflect on April 14, 2022, a payment of $927.56 was made using AutoPay.

Please note that on April 20,2022, our TEX submitted a Handset Research form to investigate the return of the handset. Unfortunately, we had no record of the ******* Galaxy Note 9 being received back.

The April 24, 2022, billing statement reflected a balance of $222.94, which included monthly recurring services and equipment from March 24, 2022, through April 23, 2022. On April 28, 2022, a refund of $927.56 was provided to Mr. ****, per his request. However, as the balance of $927.56 was valid, the balance was readded to the account. On April 28, 2022, the AutoPay feature was removed, according to Mr. ***** request. Additionally, on May 16, 2022, Mr. **** remitted a payment of $222.94, updating the balance to $927.56.

The May 24, 2022, billing statement reflected a balance of $1,354.93, which included the past due balance of $927.56 and new charges for monthly recurring service and equipment from April 24, 2022, through May 23, 2022, totaling $427.37. As the account reflected a past due balance,on June 12, 2022, the service was partially suspended for non-payment. However, the service restored the same day as Mr. **** remitted a payment of $200.63, updating the balance to $1,154.30. Anytime an account is suspended for non-payment and later restored, a $20.00 plus tax restore fee is applied to the following billing statement. Therefore,on the June 24, 2022, Mr. **** was billed restore fees totaling $62.40,including taxes.

Records reflect on June 21,2022, the account was partially suspended for non-payment. However, it was restored the same day, and the restoration fees were adjusted.

The June 24, 2022, billing statement reflected a balance of $1,417.27, including the past due balance of $1,154.30 and new charges for monthly recurring services, equipment, and restore fees from May 24, 2022, through June 23, 2022, totaling $262.97. On June 29, 2022, the account was partially suspended for non-payment. However, it was restored the same day, and the restoration fees were adjusted. On July 15, 2022, the account was partially suspended for non-payment. However, it was restored the same day as Mr. **** remitted a payment of $200.68, updating the balance to $1,216.59. Additionally,on July 23, 2022, Mr. **** remitted a payment of $1,230.00, updating the balance to a credit of $13.41.

The July 24, 2022, billing statement reflected a balance of $411.70, which included new charges for monthly recurring services, equipment, and restore fees from June 24, 2022,through July 23, 2022, totaling $425.11 less the credit balance of $13.41.

On July 26, 2022, T-Mobile further investigated the return of the ******* Note 9 handset and found that it was returned on April 22, 2022. Therefore, to amicably resolve this matter, on July 26, 2022, T-Mobile issued credits to the account totaling $943.50, which includes the non-return fee, the restore fees billed on the June and July 2022 billing statements, and applicable taxes, which reduced the balance to a credit balance of $531.80. T-Mobile regrets any inconvenience to Mr.****.

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

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

Very truly yours,

T-MOBILE USA, INC.

***********************
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.
I purchased a ************* 5G from the T-Mobile store for $270 about 3 weeks ago. I had an immediate problem of people on a phone call not hearing me during a conversation. The phones microphone would stop working. I brought it back to the store they replaced the *** card, changed settings, tried switching to 4G and it still wouldnt work. They then provided me with a replacement that did the same thing. At this point, they will not allow me to buy a different phone without having to pay for the first one first. In other words, I still have to pay for a phone that doesnt work and they cant fix. I should at least get a refund on the phone and let me buy a different model.I just cant get my head around why I have to pay for a phone that doesnt work.*********************** T-Mobile store at Wallhaven, *****, ****
Business Response
Date: 07/27/2022

July 27, 2022

FILED ELECTRONICALLY

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

Re: ***********************
Your File No. 17577857

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 file number. Please be advised we have made attempts to contact **************, which have proven unsuccessful.

T-Mobile regrets any concerns ************** experienced regarding his service. Unfortunately, with the information available, T-Mobile was unable to locate an account to investigate **************** concerns. 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 **************.

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:
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.
TMobiles business practices are criminal. My wife was charged for VOICEMAILS while we were traveling internationally. Data was turned off on her phone as we were on a cruise and we used Wi-Fi yet we were still billed. She did not even receive voicemails on her phone yet we were charged. Prior to the incident we contacted TMobile in regards to an insane number of spam calls she was receiving on her phone. They said they blocked the numbers yet I have over $470 in charges for VOICEMAIL retrievals. We cruise frequently and have been T-Mobile customers for 3 years and were Sprint customers for over 15 years. We never had an issue previously. Their customer support team was not helpful and quite frankly should be retrained with an emphasis on empathy and common sense. I want these charges removed.
Business Response
Date: 07/27/2022

July 27, 2022

FILED ELECTRONICALLY

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

Re: *********************
Your File No. 17577698
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 15, 2022, regarding the above-referenced account.

T-Mobile regrets any concerns ************ experienced regarding the above-referenced account, and we appreciate the opportunity to address this matter. T-Mobile has reviewed **************** account regarding the disputed international voice roaming charges for the mobile numbers ending in **** and 7699. Our records confirm the charges in dispute are for international roaming calls and texts from June 28, 2022, through July 1, 2022, while on a cruise ship. The total charges for international roaming are $471.61 including applicable taxes.

Please note calls made or received while the handset is roaming on a cruise ship, including calls to the voicemail system, are billed at a rate of $5.99 per minute, and sent text messages are billed at $0.50 each, even if the ship is at dock in U.S. waters. Receiving texts incurs no charge and these are deducted from the domestic text allotment. These rates apply while the handset is powered on as calls and texts are traditionally routed to the cruise ships network.

Although T-Mobile considers these charges valid, as a courtesy and in an effort to amicably resolve this matter, on July 26, 2022, T-Mobile issued a one-time credit in the amount of $415.03 for the international charges for voicemail retrievals associated with the line ending in ****. T-Mobile considers the remaining international charges valid and owed. As such, **************** account now reflects a reduced balance of $292.57 and consists of monthly access charges, international usage charges, EIP and applicable taxes and fees for the periods of July 14, 2022, through August 13, 2022, and is due on or by August 6, 2022. It is T-Mobiles position that this balance is valid and owed.

Should ************ have the need to travel internationally again in the future, T-Mobile recommends that he visits www.t-mobile.com/international to see the current rates in countries to which they will be traveling. 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.

Marcos Chavez
Executive Response

Customer Answer
Date: 07/27/2022

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:07/16/2022
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.
T-mobile 5g Home Internet, 50 per month. Had since 4/2022. I have not run even close to 5g. Hundreds of call by myself to customer service reps as well as service tech's. I have been given many stories as to why my internet does not work properly. Restart, refresh, unplug, reinstall sim cards to the modem. Every possible way to try and get the internet to work. Nothing has worked. I now am on the third new modem and still same issues. I have used the Ookla speed test app as was told to. I have speed tests from the very beginning and it is proof that shows I am not even close to operating a 5g internet. Several time I was to be credited yet I have to keep calling in to discuss why the credits were not added. I get nothing but the run around. I have even seen that hundreds of t-mobile customers are having exactly the same issues. I have lost my online job and my Autistic son, who has therapy and school work online, has been kicked out of his class because he can not even do work on the computer. I can not afford to pay for a new internet service at this time because they cost me a ****** dollar a year job and it was all I had! I am to the point right now that I am just dumbfounded that this company who claims to be the best can not even give service at all! Their not even charging me the right plan for my phone! So yes home internet and phone both are to be 5g! NOT at all right! My phone plan changed out of the blue to 4g! They are ripping people off and scamming them! Account number: I keep trying to find my account number but it will not load on the site for T-Mobile!
Customer Answer
Date: 07/18/2022
I did find out why their service is so bad and thought it might help if you have this info.
Well it took a computer specialist to figure it all out but after paying him 400 bucks to do so, it turns out T-mobile was in such a hurry to get the Arcadyan modem out because of the ***** being phased out, they do not have any updates to the 5g system! On top of that, the antennas used in the Arcadyan are not even close to being able to handle the 5g! I have also had to pay for an antenna booster!
I would like to add that I want to be reimbursed for having a professional find the issues as T-mobile hid these details from all new customers. I paid $437.99 in order to find the problem when T-mobile refused to be upfront!
************************

Business Response
Date: 07/27/2022
July 27, 2022

FILED ELECTRONICALLY

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

Re:      *******************
Your File No. 17577505
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 inconvenience ************** experienced with her Home Internet and appreciates the opportunity to review and address her concerns. On April 21, 2022, ************** activated a T-Mobile Home Internet line of ******* with the mobile number ending in **** and was provided the required *** Wi-Fi Gateway equipment. However, it should be noted that the *** Wi-Fi Gateway equipment is T-Mobile property, and if not returned in an acceptable working condition upon cancelation of *******, the account *** be assessed a non-return fee of up to $370.00 plus applicable taxes and fees. ************** subscribed to the T-Mobile Home Internet rate plan at a cost of $55.00 which includes unlimited data. The account was eligible for a $5.00 per month discount for having enrolled in the AutoPay feature.

On June 14, 2022,************** activated a voice line ending in **** on our Base Essentials rate plan for $45.00 a month that provides unlimited minutes, unlimited messages, and 20 GB of high data up to 5G speeds depending on device and network capability. The Base Essentials rate plan comes with 20GB of high-speed data while standard priced Essentials rate plan is ***** a month for unlimited data depending on device and network capability. ************* *** change to any of our current rate plans for which she is eligible by reaching out to her Team of Experts (TEX) at ************** or she *** log online to www.T-Mobile.com to make any necessary changes.

T-Mobile is always working to improve its coverage, and although the coverage map at www.T-Mobile.com does not guarantee ******* availability, it predicts and approximates our coverage area, which *** vary from location to location and *** change without notice. There are several factors and conditions that *** interfere with actual *******, quality, and availability. Our research revealed that Ms. ****** ******* address is in fair coverage. As such, she can reasonably expect coverage along many major roads, and some minor roads. Further, we found that our network at her location is operating within normal parameters with no ******* alerts or repair requirements. The network is operating as designed. Finally, we do not have scheduled upgrades or new sites planned for the area.

Upon review of the account, ************** reached out to our executive office on July 18, 2022, and showed a trouble ticket was filed and returned for the slower speeds. The report shows our engineers were not able to find issues with the device or hardware. It does shows ************** placement of the device in her home is the next step along with the factory reset of the gateway to restore the current Gateway back to the original factory settings. These are the last two steps to complete to fully address the coverage concerns brought forth. With regard to the engineering report, it shows the Gateway should be placed in a location on the North Side of the home and placed in the highest location available with a clean site line to the tower. As this residence appears to be a condo/apartment building, if clean line of sight to tower to the North cannot be established, a secondary option would be tower East by Southeast from the customer at approximately the same distance as the Northern site from Ms. ****** residence. We regret any inconvenience ************** has experienced and thank her for allowing us to review her concerns.

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 ********

*********************
Executive Response
Customer Answer
Date: 07/27/2022

Complaint: 17577505

I am rejecting this response because: I will Not accept this. It is nothing more then avoiding transparency. I will send another letter explaining why this does not give enough time for me to type.

Sincerely,

*******************
Customer Answer
Date: 07/29/2022
I did not have enough room or time to properly send this to you.

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

5176 **********.

********** ******* 47715

RE: Complaint against T-mobile

I have spoken to so many reps and Supervisors and all have said the same thing. I was sold a service that I can not get properly because the modems are not updated and I am on a 4g/5g line and my modem is not capable of splitting the two.
Not one single thing they have said concerning the reason for issue is untrue! The reason I am not getting service correctly with the 5 g home internet service is because I am in a place where the modem is not strong enough to consistantly get service! They rushed this new modem into service because the last modem ******* was phased out to quickly.

A: They should have checked this out before selling me service. I was even told by a Supervisor Rep. that I am in a zone where I can not get proper 5g service.

B: I had to spend my own money to find out exactly what they could have avoided by saying "No not available properly in your area" I spent over ************************************ what exactly was going on. The specialist also told me that the new modems they are using are not updated. The old system, ***** was phased out quickly and they put these new modems out before they were ready! I do have proof of all of this! All of my hardship could have been avoided if they had just been transparent with me and many other customers!
C: My job was primarily online. This was also one of their selling points to me. Due to the constant issues with the 5g Home Internet I lost that job. I am a homebound parent due to a son who is Autistic so that job was what we were surviving on! Losing that job caused major financial difficulty. Why? Because T-mobile was not upfront with me. All they were concerned with was sales.
D: I am not the only person with this issue. I have over 100 people locally that have posted on T-mobiles ************ stating exactly the same issues I have had.

The only thing that letter T-Mobile sent to you was to try and cover up the mistakes they are making. I will NOT accept their response! If they can not make up for what they have done I intend to follow through with the *** and FTC for these issues. I will give all proof needed of what they have done and not done. Over 200 calls and nothing but passing the buck! Please let me know if you need all the proof I have.

I have: Printout/read outs from OOkla speed and service tester for the last few months. This proves horrible service.

I have: All email from T-Mobile showing they constantly avoided the truth.

I have: Proof of hiring a specialist to find exactly what I am saying. Proof of the money I spent in order to do so!

What do I want from them? I want reimbursed for what I spent. I want an apology for treating me like I am a nobody!

I will not accept anything less!
***************
Business Response
Date: 08/05/2022

August 5, 2022

FILED ELECTRONICALLY

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

Re: *******************
Your File No. 17577505
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your follow-up correspondence dated August 3, 2022, regarding the above-referenced account.

T-Mobile regrets to learn that ************** has continued concerns regarding her T-Mobile High-*********************** and we appreciate the opportunity to respond.

As indicated in our prior response of July 27, 2022, although T-Mobile is always working to improve its service, we are unable to guarantee data speeds in any location. There are a number of different factors which can impact network performance at any given time.

T-Mobile has once again reviewed the billing address associated with Ms. ****** account and determined that she is in a fair 5G coverage area. As a result, ************** may experience periods of inconsistent indoor coverage. At present, there are no plans to upgrade the coverage to this area.

************** may visit www.howmobileworks.com. Through this website, she may request additional coverage within the area for future enhancements.

Records indicate that ************** has made payments totaling $105.70 in total toward her account since she activated her High-********************** and her voice line. Although we truly regret the prospect of losing ************** as a customer, we understand that this product may not be a right fit for everybody.

As such, T-Mobile offers to honor Ms. ****** request to refund the amounts that she has paid to T-Mobile for both her voice line and her High-********************** since the activation date of April 21, 2022. T-Mobile would also schedule Ms. ****** account for cancellation as of the end of her current billing cycle dated August 13, 2022, and waive any final charges, thus leaving her account closed with a zero balance. T-Mobile respectfully declines to provide any additional compensation for outside assistance ************** may have enlisted with respect to this issue.

************** may contact me at the number listed below, or at ************************************** no later than August 10, 2022, at 5:00 pm EDT to accept this offer.

We regret any inconvenience to **************, and appreciate the opportunity to resolve her concerns.

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:07/16/2022
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.
My coinbase account was hacked on 23-Jun-2022 (Wed). Someone transferred my T-mobile *** (*** Swap) on 22-jun without my permission. I got contacted on 24-Jun and got my *** reinstated, but they had not idea how the *** was transferred without our permission. Its a family plan on my wife's name (Meenakshi Lala) and neither of us authorized the movement of the ***. T-mobile did not have a log of the transfer they said it was transferred electronically. I contacted T-mobile on 26-Jun and logged Incident # INCD2022-06-6239476 and they do not know how it happened. T-mobile is not able to explain how my *** was transferred to another number. Once the hackers had access to my T-mobile account, they accessed my coinbase account and traded crypto in my account, they converted bitcoin to ether and litecoin to ether, and once everything was converted to ether, they moved the crypto out of my account. I've contacted police and logged a complaint with FBU I3C, but it has not been made any impact. I had opened a case with coinbase Case #******** and hey have the details of hack and are sympathetic but are not ready to do anything. Not sure where to go. I need the crypto traded out of my account to be reinstated.I want T-mobile to reimburse my for my losses and the pain I've gone through chasing this and time I've spent on it
Business Response
Date: 07/27/2022

July 27, 2022

FILED ELECTRONICALLY

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

Re: *********************
T-Mobile Account Holder: Meenakshi Lala
Your File No. 17577526
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. Please be advised T-Mobile records indicate the account holder of record is Meenakshi Lala, and they have designated ********************* as an authorized user of the account. We have made efforts to contact ************** to discuss this matter, which have been unsuccessful. We will therefore address his concerns within this response.

T-Mobile sincerely regrets to hear that there may have been unauthorized activity on the above-referenced T-Mobile account and specifically, the mobile number ending in 6549. We would like to thank you for bringing these concerns to our attention.

Our records indicate on June 22, 2022, at approximately 5:00pm PDT the *** card assigned to the line of service ending in **** was reassigned. We understand from ************** that neither he nor the primary account holder authorized or requested the reassignment.

It is important to note, as of June 23, 2022, at approximately 4:38pm PDT, T-Mobile reverted the *** reassignment on the line of service ending in ****. Further, on June 26, 2022, T-Mobile spoke with **************, and discussed the additional security measures available which are aimed at safely protecting the account. An incident report was also filed for review by our Corporate Investigations team. At the conclusion of their investigation, should it be determined that there was a breach of any Customer Proprietary Network Information (CPNI), the account billing address will receive a letter from our ************* as required by law.

An additional security feature, T-Mobile offers is our *** Swap Block feature at no charge. This feature is placed on a line of service to prevent any *** changes for that particular line. The only way to remove this feature once it is added is for the accountholder to contact T-Mobile to authenticate the account, and specifically request the removal of this feature to allow for a *** change. It is important to note that removing this feature can take between three and twenty-four (24) hours to be completed.

On July 27, 2022, we reached out to the number provided on Mr. ****** correspondence to your office ending in 6549. Regrettably, we were not able to reach **************, and his number was not allowing voicemails. T-Mobile also sent an email to the address ************** included within his complaint, and we look forward to receiving his reply.

************** may contact me at the number below or via email at ************************************** so that we may continue to work with him regarding this matter. 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
Customer Answer
Date: 08/06/2022
Hi -Please reopen the case, I've talked to ********************* from T-Mobile and she has requested coinbase records for the dates when crypto was moved out of my account.

She has my wrong tel # ************.

Also her explanation is not good enough that T-Mobile reinstated SIM next day - the fact that T-Mobile allowed SIM swap was the reason I lost crypto from the account and T-Mobile should be liable to refund me the money.

Thanks

Vinay
Business Response
Date: 08/19/2022

August 19, 2022

FILED ELECTRONICALLY

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

Re: *********************
T-Mobile Account Holder: Meenakshi Lala
Your File No. 17577526
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 6, 2022, regarding the above-referenced account. Please be advised T-Mobile records indicate the account holder of record is *******************************, and they have designated ************************* as an authorized user of the account.

T-Mobile sincerely regrets any continued concerns ************** has experienced regarding the above-referenced account. As indicated in our July 27, 2022, response, our records indicate on June 22, 2022, at approximately 5:00pm PDT the *** card assigned to the line of service ending in **** was reassigned. We understand from ************** that neither he nor the primary account holder authorized or requested the reassignment.

It is important to note, as of June 23, 2022, at approximately 4:38pm PDT, T-Mobile reverted the *** reassignment on the line of service ending in ****. Further, on June 26, 2022, T-Mobile spoke with **************, and discussed the additional security measures available which are aimed at safely protecting the account. An incident report was also filed for review by our Corporate Investigations team. At the conclusion of their investigation, should it be determined that there was a breach of any Customer Proprietary Network Information (CPNI), the account billing address will receive a letter from our ************* as required by law.

On August 12, 2022, our office spoke with ************** and ************, and advised we are working toward an amicable resolution. Additionally, we have added a *** swap block feature to each line on the above-referenced account as an added level of security, and to prevent unauthorized porting of the numbers. If ************** has any questions regarding this matter, he may contact me at the number below or via email at ******************************************. 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:07/16/2022
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.
Ordered T-Mobile service on May 18, 2022 changed my mind return equipment and now theyre saying I did not return the phone and have no proof now they are charging me over $1100 for the phone if theres anything you can help me with in this matter I would appreciate it
Business Response
Date: 07/27/2022

July 27, 2022

FILED ELECTRONICALLY

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

            Re:      *************************
                        Your File No. 17577457
                        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 address them. T-Mobile records show on May 19, 2022, ****************** activated one voice line of service on the Magenta 55+ rate plan for $70.00 per month with AutoPay and a Home Internet line of service for $55.00 per month. On that same date, ****************** purchased an Apple iPhone 13 *************** on our Equipment Installment Plan (EIP) via 24-monthly installments of $45.84 and accessories for the iPhone 13 Pro *** were purchased on EIP via 12-monthly installments of $5.01. These items were shipped to ****************** on that same date and delivered on May 23, 2022. The account is billed by a system known as **** current, which means customers are billed for service in advance; new accounts are assigned a **** cycle within one to three days from activation.

At the time of purchase on May 19, 2022, ****************** was provided a 20-day return period to allow him to use the equipment to see if it met his needs. Please note customers are responsible for charges incurred during the time the account is active during the return period. Additional records show on May 19, 2022, ****************** contacted our Team of Experts (TEX) to cancel the account immediately and was informed to return the Apple iPhone 13 *************** and accessories using the return label provided to him. The first **** dated May 20, 2022 reflected a total of $4.16 for prorated plan charges for the day of service and was drafted via AutoPay on June 12, 2022. The June 20, 2022 billing statement reflected a total of $1,159.97 for the remaining EIP balances as the Apple iPhone 13 *************** and the accessories were not received, of which was drafted on July 12,2022.

Upon further review,T-Mobile confirmed the Apple iPhone 13 *************** was received on May 26,2022, however due to in advertent error the accelerated EIP charges for the phone were not adjusted. Therefore, on July 26, 2022, our office applied an adjustment of $1,159.97 and processed a refund for the same amount. Please allow up to five business days for the funds to be deposited. The account remains closed with a zero balance,

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 ***,INC.

*******************************
Executive Response
Initial Complaint
Date:07/16/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi,I had an account with T-Mobile for less than a month. I had started this account in March of this year I do believe. I closed the account with them because I did not have good coverage. They issued me a final ****, which I contacted **************** and they canceled the **** since I did not have service for an extended period of time.I then received another final **** that resulted in a credit of $22.66. I then contacted T-Mobile to have this issued to me as a refund. They issued the refund to my bank account, shortly after I had to close my ************************ account due to possible fraud. I contacted T-Mobile and let them know this. They advised they would put in a request to have the refund issued as a check. Well I never received the check, I contacted them again they stated I would have to go to the nearest retail store. I did this, and they advised they cannot give me a refund from their cash drawer. I then contacted T-Mobile again and advised of this information. T-Mobile representative was very helpful and stated he put in a request for this to be reviewed and issued as a refund and that the refund was processed on 06.17.2022 and I should receive it. I still have not received. I contacted them back on 07.15.2022 and advised what I was told. The representative stated the refund was already issued to the card/bank that has been closed and they provided me a phone number to North **** whom was not able to assist me. North **** ************ Services directed me to T-Mobile. I asked to speak with a Supervisor on 07.16.2022. She advised I contact the bank and ask them to see if they received the refund on a closed bank account and they would have to send it back to them, they would then issue a pre-paid debit card. I contacted ************************. They advised they cannot do this because the account is closed. I would like a resolution to this. I have attached a copy of the final **** received from T-Mobile.Thanks *******
Business Response
Date: 07/27/2022
July 27, 2022

FILED ELECTRONICALLY

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

Re: *********************************
Your File No. 17577329
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 experienced and we appreciate the opportunity to address these concerns. T-Mobile records confirm ********************** activated her T-Mobile account on March 8, 2022, and prior to cancellation, she had one voice line active ending in **** which was subscribed to the single-line Magenta *** rate plan at the cost of $85.00 per month after a $5.00 AutoPay discount.

T-Mobile is always working to improve its coverage, and we regret any service-related issues ********************** may have experienced. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on ********************** account and based on the coverage map, confirms her account address is in a moderate coverage area with no known issues.

The billing statement dated March 9, 2022, was sent in the amount of $85.00 due April 1, 2022, which consisted of monthly service charges from March 9, 2022, to April 8, 2022. ********************** remitted a payment via AutoPay on March 31, 2022, in the amount of $85.00. This updated the account to a zero balance.

********************** billing statement dated April 9, 2022, was sent in the amount of $143.42 due May 1, 2022, which consisted of monthly service charges from April 9, 2022, to May 8, 2022. On April 11, 2022, ********************** ported her voice line ending in **** to another service provider, effectively cancelling her T-Mobile account.

Our records indicate ********************** contacted our Team of Experts (TEX) on April 11, 2022, to discuss to the balance on her account. An adjustment of $143.42 was applied to the account as a courtesy which updated the balance to zero. The final billing statement dated May 9, 2022, generated with a credit balance of $22.66 for prorated rate plan adjustments.

********************** contacted TEX and requested a refund for the credit balance of $22.66, at which time she advised us that the payment method utilized for AutoPay was associated with a closed bank account. T-Mobile records confirm that TEX attempted to issue a refund, but the request was declined as the refund was only able to be refunded to the original payment method. On July 16, 2022, the credit balance of $22.66 was refunded to the original payment method. However, ********************** contacted TEX thereafter to advise she is unable to access the funds on the closed account.

T-Mobile would like the opportunity to speak with ********************** and work toward an amicable resolution. We respectfully request ********************** call us at the number listed below at her earliest convenience. T-Mobile regrets any concern this may have caused **********************.

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: 07/27/2022

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. I did receive the refund in the form of a check from the previously closed account. No further action is required.

Sincerely,

*********************************
Initial Complaint
Date:07/16/2022
Type:Order 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 account: ********* First transaction: 12/23/2021 Amount: monthly bill $90 and $135, indefinitely Nature of dispute: T-mobile did a bait-and-switch getting customers to switch to their plan. We suspect that we are not the only ones affected, and this may be a general practice to defraud. On 12/23/2021, we were approached by ****** sales agent representing T-mobile on a promotion: import three lines at the same time and get the third line free. We signed onto this, imported three lines into their magenta max ******** The contract was monthly charge of $90 for the two lines all inclusive, with the third line free, and this will continue for as long as we are customers at T-mobile. Since signing on, they sent us monthly bills of $135, charging us for the third line. We have called each month, and have records of agent names and discussions. Every month, T-mobile acknowleged we were in the promotion program, gave us $45 refund, and promised to fix the issue for the following month. It was never fixed. On until 7/6/2022, we got an automated text message saying that we were un-enrolled from the promotion. On 7/11/2022, ******* agent ID ******* informed us that yes, we were given false information at enrollment. But the accurate promotion was that the two lines needed to be with T-mobile for three months before the third line can be enrolled for free. And because we are now given correct information, going forward, we will be charged in full for the third line.We found that the nature of the promotion puzzling, and wondered if the promotion was even on for more than three months to allow for any eligible customer, and if it was intentionally cryptic so that their own contracted agent did not understand it. T-mobile acknowledges that they gave us false information at enrollment, but refuse to honor the contract. Rather, they chose to pass the extra cost to customers. This is not appropriate practice. Thank you for helping us dispute this.
Business Response
Date: 07/27/2022

July 27, 2022

FILED ELECTRONICALLY

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

Re: Xin Sun
T-Mobile Account Holder: *******************************;
Your File No. 17577068
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. Our records indicate that the account holder on record is Mr. ****************************** and he has designated Ms. ************* as an authorized user of the account.

T-Mobile regrets any concerns Ms. *** experienced regarding the above-referenced account, and we appreciate the opportunity to respond. On December 23, 2021, the above account was activated with three voice lines of service ending in ****, ****, and 0290. The lines of service were subscribed to our Magenta *** 55 Plus rate plan at $100.00 monthly including applicable taxes for the first two lines of service, and $50.00 monthly for each additional line of service.

Please note the Magenta *** 55 Plus rate plan is provided at a discounted rate for our customers who are 55 years of age and older versus our regular Magenta *** rate plan, which is billed at $150.00 monthly for the first two lines of service and $35.00 monthly for each additional line of service for a total of $185.00 for three lines of service.

At the time of activation, T-Mobile offered our 2021 Line on Us P12 promotion, where customers who activated three lines of service with T-Mobile would get one line of service at no monthly cost while subscribed to an eligible Essentials, Magenta, Magenta *** or Business Unlimited Advanced or Ultimate rate plan. Regretfully, the above account did not qualify for the 2021 Line on Us P12 promotion as the Magenta *** 55 Plus rate plan was not an eligible rate plan. We regret if Ms. *** was advised differently

Please be assured that T-Mobile strives to provide world-class service to all our customers on each and 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 Ms. **** recent contact with our T-Mobile store employees.

To resolve Ms. **** concerns, we have provided credit totaling $230.00 to the above account. On July 26, 2022, T-Mobile offered an additional one-time credit in the amount of $200.00 for any inconvenience. ************ Ms. *** has declined this offer; however, if she would like to accept it, she may contact me by August 26, 2022. As of July 26, 2022, the account reflects a balance owed in the amount of $135.00 for monthly service charges. we regret any inconvenience to Ms. *** regarding this matter.

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

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

Very truly yours,

T-MOBILE USA, INC.

***** Montoya
Executive Response
Customer Answer
Date: 07/28/2022

Complaint: 17577068

We are rejecting this response because: T-mobile has continued to refuse to honor the commitment that they made at the time of contract with us. As they acknowledged, we were enrolled into the 2021 Line on US P21 promotion. The sole reason for us to switch to T-mobile was that we were given the Magenta *** 55 $45/line for first two lines (with autopay), and a free third line. The T-mobile agent ***** repeatedly told us that this was the promotion and that it will not expire for as long as we stayed with T-mobile. The monthly bills that we have received since then honored the $45/per line for the first two lines part, but charged the third line at $45 instead of honoring the third line for free commitment. We have talked to multiple agents since then (1/26/2022 ******** 2/21/2022 ******, 3/6/2022 *****, 3/9/2022 ******, 5/2/2022 Jahana, 6/5/2022 ********), and all promised that the third line charge was a mistake, adjusted the bill to $90, said they will escalate the issue and promised have it resolved before the next months bill. This seems to us more a pattern than the mistake of any one agent. We certainly did not appreciate the many hours we have wasted on the phone (and wait) with T-mobile, been given false information and unfulfilled promises over and over. From our point of view, we were given bait-and-switch. If T-mobile indeed strives to provide world-class service to all our customers on each and every contact as the executive response from ***************************** states, then we request that T-mobile honor the contract that multiple of your agents assured us that we have.

Sincerely,
XS
Business Response
Date: 08/05/2022
August 5, 2022

FILED ELECTRONICALLY

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

Re: *************
T-Mobile Account Holder: *******************************;
Your File No. 17577068
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. Please be advised that T-Mobile records indicate the account holder of record is *****************************, and that ************* has been designated as an authorized user of the account.

********************** regrets any continued concerns Ms. *** has, and we appreciate the opportunity to respond. As noted in our previous response to your office, the 2021 Line on Us P12 promotion offers customers who activated three lines of service with T-Mobile one line of service at no monthly cost while subscribed to an eligible Essentials, Magenta, Magenta *** or Business Unlimited Advanced or Ultimate rate plan. Regretfully, the above-referenced account does not qualify for the 2021 Line on Us P12 promotion, as the Magenta *** 55 Plus rate plan the account is subscribed to, is not an eligible rate plan.

While we understand that the expectations Ms. *** had at the time of activation have not been met to her satisfaction, we are unable to provide the 2021 Line on Us P12 promotion to an account with a rate plan that falls outside of the eligibility parameters of the promotion in question. We sincerely regret any inconvenience to Ms. ************************** T-Mobile has already applied a total credit of $230.00 to the account balance for the 2021 Line on Us P12 promotion, we would like to re-extend our offer of an additional account credit of $200.00 to amicably resolve this matter. Ms. *** may contact me by August 15, 2022, to accept this offer. As of August 4, 2022, the account has a balance of $135.00 for current monthly services. Absent of the above, we respectfully decline to take any additional action. T-Mobile regrets any inconvenience to Ms. *** regarding this matter.

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

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

Very truly yours,

T-MOBILE USA, INC.

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

Customer Answer
Date: 08/19/2022

Complaint: 17577068

I am rejecting this response because: While the agent who responded to this complaint genuinely tried her best to resolve the issue, there seems to be a widespread malpractice from the sales teams to false promise promotions that did not exist, just to get customers to switch to T-mobile. There is also inflexibility in the T-mobile service system to correct the mistakes and honor commitments. One would think a large company like t-mobile would adhere to this basic business standard. Customer beware of ******************** promises, even written contract may not get honored!
Initial Complaint
Date:07/16/2022
Type:Delivery 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.
My ******* Galaxy phone was replaced by a refurbished phone because the screen was no longer working. I sent the broken phone back via the box and label provided by T-Mobile. First I was contacted and told it was never delivered. I was able to find the tracking number showing it was delivered to their facilities at the dock. They said to disregard as the phone just hadn't been scanned as of yet. I then receive a message saying im being charged for the phone, I call and again am told, not to worry it just hasnt been scanned in. I am contacted by a representative a few weeks after telling me they cant find the phone, it is not at their warehouse and I am responsible for the cost. I again explain it shows delivered and their location. She goes on to suggest the box was empty ( it was not, weight is on the delivery info) or that I sent in a wrong phone, but the charges stand. I speak to a leader maybe manager or supervisor- he tells me the same, even though it shows it was delivered- the phone can not be found. It is not there and I am responsible. I call corporate and leave a message with the ** of *************** executive rep" calls me back and says that their investigation ( conducted at the warehouse) shows the phone can not be found at their warehouse. I asked if there are cameras, he said he is not privy to that info. As of now im being charged over ******* for a broken phone that I am able to prove was delivered to their facilities. The fact that they can't find it shows a weakness in their process or lack of integrity on the part of their employees and I can not be held financially responsible for that. I have proof in black and white, I did my part.
Business Response
Date: 07/28/2022
July 28, 2022

FILED ELECTRONICALLY

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

Re: *********************************
Your File No. 17576808
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 is pleased to report that we have resolved this matter to ******************** satisfaction.

T-Mobile regrets any concerns ******************** has with the return of her recent handset exchange and we appreciate the opportunity to address this matter. On May 14, 2022, a handset replacement was ordered for ******************** non-working handset, and it was shipped to her on May 16, 2022. Please be advised in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee. In addition, the possibility of a non-return fee is disclosed at the time an exchange is processed. Our records do not indicate we received the non-working handset; as such, ******************** was charged $1,256.51 for the non-return fee and applicable taxes.

Although T-Mobile considers the non-return fee valid, on July 18, 2022, T-Mobile contacted ******************** and as a courtesy and to amicably resolve this matter, T-Mobile issued a one-time credit of $1,256.51 to the above referenced account, which covers the non-return fee in full. This now leaves ******************** account with a revised balance of $233.26, which consists of monthly access charges, Equipment Installment Plan (EIP) charges, and applicable taxes and fees for the periods of July 7, 2022, through August 6, 2022, and is due on or by July 27, 2022. ******************** may remit payment for the balance owed by logging into her www.myt-mobile.com account, through the T-Mobile App, or by contacting her Team of Experts (TEX) directly at **************. Please be advised ******************** accepted T-Mobiles offer as full resolution to her concerns and considers this matter resolved. 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.

Marcos Chavez
Executive Response

Customer Answer
Date: 07/28/2022

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,

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

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