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

27,434 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.
To Whom It May ************* of all, I have to say that after 20 (twenty) years of being a T-Mobile customer, I have never experienced such a stretch of continuous incompetence, both by T-Mobile store associates as well as T-Mobile customer service representatives, as I have over the last four weeks.About a month ago, I tried to add Apple Watch to my wifes phone. We ended up going four times to T-Mobile store and calling customer service twice and they still cant get the right watch ordered. In addition, T-Mobile decided to change my plan without letting me know so when my wife and my son went to Europe couple of weeks ago, we found out that their phones were not working so, we had to purchase phones and credits locally, despite the fact that our plan for two decades now has included international data coverage.Yesterday my Apple Watch stopped working and I received two text messages from T-Mobile stating that the line was cancelled. No one at T-Mobile knows how or why that happened. They are still working on it.Again, after 20 (twenty) years of being a T-Mobile customer, I have never experienced such a stretch of continuous incompetence as I have over the last four weeks. Finally, the customer service is hopeless. I regularly spend over an hour just on hold before I can even talk to representatives who are unable to help (screenshot attached).Sincerely,*******************************.
Business Response
Date: 07/26/2022

July 26, 2022

FILED ELECTRONICALLY

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

Re: *******************************
Your File No. 17576752
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 responded to your office regarding this matter on July 21, 2022, with your file number 17518826.

T-Mobile regrets any inconvenience ************************ experienced. 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 retail location and our Team of Experts (TEX).

************************ currently has five voice lines active ending in ****, ****, ****, ****, and ****, which are subscribed to the ONE Plan rate plan at the cost of $120.00 per month for the first two lines and $20.00 per line per month for the third, fourth and fifth lines, which includes a $5.00 per line AutoPay discount. T-Mobile records confirm that ************************ is receiving the 2021 Line on Us 12 promotion for the line ending in ****, which provides a $20.00 per month discount. Additionally, ************************ had four mobile internet lines prior to cancellation of two lines ending in ****, ****, ****, and ****, which are subscribed to the DIGITS Apple Watch rate plan at the cost of $10.00 per month, which also includes a $5.00 per line AutoPay discount.

************************ activated two mobile internet lines on November 28, 2021, ending in **** and ****, which are subscribed to the DIGITS Apple Watch rate plan. Additionally, on November 28, ******************************************* purchased two Apple Watch Series 7 handsets at the cost of $529.99 per handset on our Equipment Installment Plan (***). ************************ agreed to 24-monthly installments of $22.09 per handset. Taxes are paid at the time of purchase, per handset.

On December 1, 2021, Mr.*********** rate plan was changed per his request from the One Plan rate plan to the T-Mobile Essentials rate plan at the cost of $90.00 per month for the first two lines and $15.00 per month for the third, fourth and fifth lines, which includes a $5.00 per line AutoPay discount. T-Mobile records confirm that rate plan change was backdated to the start of the current billing cycle at that time,which was November 27, 2021. The T-Mobile Essentials rate plan does not include T-Mobile Simple Global feature.

In late 2013, T-Mobile began offering customers on eligible rate plans the largest global data coverage area included at no extra charge. Today, this feature is also included in post-paid T-Mobile ONE rate plans. This global freedom is available in over 140 countries and destinations (see www.t-mobile.com/international for participating countries). With Simple Global, customers have discounted calling, free unlimited texts, and unlimited web at standard speeds of approximately 128Kbps. These speeds are great for web browsing, e-mail, social networking and occasional use of certain features like GPS and maps. However,should a customer feel these speeds are not sufficient; higher-speed data passes are available for purchase when travelling abroad. Finally, voice calls back to the U.S. and to other Simple Global countries are a flat rate of $0.20 per minute, while unlimited text messaging is included at no cost.

On June 5, 2022, ************************ took advantage of our *** to purchase an Apple Watch SE 44mm Starlight Sports Band priced at $359.99 and he agreed to 24-monthly installments of $15.00 each. At the time of purchase, ************************ also activated a DIGITS line with number ending in **** and subscribed to the DIGITS Apple Watch rate plan at $15.00 per month to be used with the new watch.

On June 8, 2022, a return order was created for the recently purchased Apple Watch SE 44mm Starlight Sports Band, and a return tracking label number 1Z0545229097579822 was provided. On June 22, 2022, Mr. *********** return was completed and as such, the *** associated with the device was closed as returned. However, the DIGITS line of service ending in *********************** Mr. *********** account.

On July 3, 2022, ************************ initiated a new *** to purchase an Apple Watch SE 40mm Gold White ***** Band priced at $329.99 and agreed to 24-monthly instalments of $13.75 each. At this time, ************************ activated a new DIGITS line of service ending in ****, which was activated and subscribed to the DIGITS Apple Watch 500MB rate plan at $10.00 per month. However, pursuant Mr. *********** request, the order was cancelled the same day and this *** was closed. The DIGITS line of service ending in *********************** Mr. *********** account.

As such, in an effort to resolve Mr. *********** concerns,on July 15, 2022, our office cancelled the DIGITS lines of service ending in **** and **** as these lines did not reflect usage. Additionally, T-Mobile issued a credit of $25.00 equal to the combined monthly recurring charges for the DIGITS lines of service.

On July 16, 2022, Mr. *********** rate plan was changed per his request back to the ONE Plan rate plan, which was backdated to the current billing cycle start date of June 27, 2022. T-Mobile records confirm the One Plan rate plan does include our Simple Global feature as outlined above. Additionally, on July 16, 2022, ************************ contacted our TEX for assistance with his Apple Watch Series 7 handset and his concerns were resolved during this contact. The account is active with a zero balance. T-Mobile regrets any inconvenience to ************************.

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

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

Very truly yours,

T-MOBILE USA, INC.

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

Complaint: 17576752

I am rejecting this response because:
First of all, I would like to thank T-Mobile for their response.
However, I would like to remind them that it was not ************************ that has requested, ordered, activated, made changes to an existing account, etc.
It was rather the employees of T-Mobile that were acting on my behalf. Five weeks ago, I walked into a T-Mobile store and asked for a silver-colored apple watch with a creme-colored wristband. Thats it! Yet, for whatever reason, they keep ordering and activating the wrong watch. This should not take more than ***** minutes, however, it has taken 5 weeks and the right watch still has not been ordered and the line has been activated and deactivated multiple times as a result of employees inability to process something as simple and basic as ordering a watch and adding it to an existing account.
Not to mention, if they are about to change the terms of my account, the very least they could do is make me aware of advantages and disadvantages of the new plan.
As I said before, after twenty years of being a T-Mobile customer, I have never experienced such a stretch of sheer incompetence as I have with employees of T-Mobile over the last five weeks.
Thank you,
*******************************

Sincerely,

*******************************
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.
May 29, 2022 I arrived on a cruise ship in Mobile, ** where I used my cell phone (in port). Within an hour of sailing I received a text that my account reflected $107.82 of international calling. I contacted Tmobile and was told that I would not get charged if I used the ships Wi-fi. I paid $60 for 5 days of Wi-fi. He assured me that I would not get charged when using Wi-fi calling or upon arrival to ******. I continued to use my phone on the ship and in ******. I missed the text message from May 30 telling me that my account reflected $287.52 of International calls. My phone worked sometimes but not other times. June 2 we arrived back to Mobile, 6:36am I received a text that my account reflects $760.73 of international calls. I contacted Tmobile and explained what was I was told on May 29th. She added International calling to my phone even though I was back and told me that the fees will be removed automatically. June 9 I received a text that my T-Mobile **** of $1223.24 is now available. I called Tmobile and explained the previous 2 phone calls. The rep told me that she would open an investigation and I would be called back within a week. I never received that phone call. June 25, 2022 I received a text that auto pay of $1223.24 was successfully processed. I called Tmobile and was told that the charges were going to be refunded to me while the investigation was ongoing. June 28 I received a text that my refund request was approved. July 7, 2022 I received a text that my balance was now $1552.30. July 12th I paid $330 towards my monthly ****. I called Tmobile again and the rep's supervisor said they would review the tapes. July 15th I was told that I would get charged $3.00 per min, instead of $5.99, because the ship should have had signs up. I was refunded $475 for international calls and $16.92 for the international call plan. I was to pay the rest even though the first rep told me I would not get charged in ****** or while using Wi-fi. My new **** is $730.38
Business Response
Date: 07/28/2022

July 28, 2022

FILED ELECTRONICALLY

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

Re: ***************************
Your File No. 17576616
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 hearing of Ms. ******* concerns surrounding the charges for international calls. T-Mobile records reflect **************** has four lines of service; two voice lines, which are subscribed to the tax-inclusive Magenta 1.0 rate plan for $140.00 per month, and two DIGITS lines, one of which is subscribed to the DIGITS Apple Watch 500MB rate plan for $10.00 per month, and the second which is subscribed to the DIGITS Apple Watch rate plan for $15.00 per month. Additionally,**************** is enrolled in AutoPay and receives a $5.00 per line discount each month. Please note, Ms. ******* voice plan offers unlimited calling and texting between the **, ******, and ******, and up to 5GB of high-speed data when traveling internationally.

In Ms. ******* correspondence to your office, she indicated she was aboard a cruise ship when the disputed calls were placed. T-Mobile has reviewed the account regarding the disputed international roaming charges for the mobile number ending in ****. Our records confirm the charges in dispute are for international roaming calls from May 28, 2022, through June 2,2022, while **************** used her handset aboard a cruise ship. The total charges for international roaming are $902.72, with their applicable taxes and fees, which reflect on the June 6,2022, billing statement.

Please note, calls made or received while the handset is roaming on a cruise ship are billed by the cruise ships international roaming service partner at a rate of $5.99 per minute and sending texts 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 connects to the cruise ships network.

On June 25, 2022, AutoPay debited the balance due of $1,223.24. This amount was refunded on June 26, 2022, and as a courtesy TEX applied courtesy credits totaling $473.92 to the account for one-half of the disputed cruise ship usage charges.

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

While a T-Mobile billing error was not identified, in an effort to provide an amicable resolution to this matter, our office has applied an additional goodwill credit to the account in the amount of $427.72 for the remaining cruise ship usage charges. The credit leaves the account active with a zero balance, as our office refunded the credit balance of $427.72 to Ms. ******* original payment method. **************** should receive the funds through her financial institution within five business days. Additionally, **************** should be aware, future cruise ship usage charges will be considered valid and owed if a handset on the account registers to a cruise ship network and reflects usage in the future. T-Mobile regrets any inconvenience to ****************.

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

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

Very truly yours,

T-MOBILE USA, INC.

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

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.
For the last 2 weeks I do not have a signal on my phone. I spoke several times with customer support, I went to the store. Everything they made promises to fix the issues but still not resolved. They said they will call back and never did. When I put my wife's sim card in my phone I have immediately 5G. We have the same phone and she is on my plan. I was given a $20 credit for 2 weeks of no service. That is laughable and an insult. Fix my phone tmobile and back up your promise of good customer service.
Business Response
Date: 07/27/2022
July 27, 2022

FILED ELECTRONICALLY

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

Re:      *************************
            T-Mobile Account Holder: *****************************
Your File No. 17576575
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 *****************************, and he has designated ************************* as an authorized user of the account.

********************** regrets hearing of Ms. ******** equipment concerns. T-Mobile records reflect on August 21, 2020, ****************** purchased a ******* Galaxy A21 handset at a full retail value of $250.00. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device, which can be extended by enrollment in the optional device protection feature, Protection 360.

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 equivalent 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.

T-Mobile records reflect ****************** has contacted Team of Experts (TEX) multiple times, beginning on June 27, 2022, advising of issues with the ******* Galaxy A21 handset in use with mobile number ending in 5277. T-Mobile records reflect this device is outside of the Limited Warranty period, and ****************** does not subscribe to Protection 360 to extend the warranty period.

Further, during Ms. ******** contacts with TEX, she has indicated the ******* Galaxy A21 handset reflects an error message indicating that the device is not registering the *** card. Our records reflect the *** has been exchanged multiple times; however,****************** indicated the issues persist. On July 12, 2022, TEX properly advised ****************** the notification received indicates an issue with the *** tray and not the *** card, and the device should be replaced or repaired by the manufacturer or a third-party repair center.

T-Mobile regrets any inconvenience to ******************. Our office has attempted to reach ****************** to discuss this matter in order to reach an amicable resolution; however, our attempts have been unsuccessful. Should ****************** wish to discuss this matter further, we respectfully request she contact our office directly at the number listed below.

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.
I Received a new phone from the Government program Assurance Wireless soon after I decided to unlock this phone for other carries to do so I had to sign up for T mobile for a short time to request a unlock I was told that the phone was not 5G even though it was just sent to me a week before , so the salesman told me I could get a 5G phone sent out and get service as soon as it arrived ge charged ***** to my debit card on April 18th and I waited it is now June and still no phone but was charged $111,00for a month of service anyway I called them to Cancel my service they already did but demanded that $111.00 in past due **** I am out over $150 and have received nothing to show for it
Business Response
Date: 07/26/2022

July 26, 2022

FILED ELECTRONICALLY

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

Re: ***********************
Your File No. 17576186
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 and we appreciate the opportunity to respond. Our records reflect on April 15, 2022, ************** activated two lines of service; a voice line subscribed to the Magenta *** 55+ rate of $85.00 per month, and a DIGITS line subscribed to the DIGITS talk & text rate of $15.00 per month. Additionally, on this date, ************** qualified for and accepted a 24-month Equipment Installment Plan (***) for a ******* A13 handset. A down payment was not required and ************** paid $16.13 in taxes for the device, in addition to a $33.12 Assisted Support fee. ************** agreed to finance the device cost of $258.00 via 24-monthly installments of $10.75. This purchase qualified ************** to receive a $10.75 monthly Recurring Device Credit (RDC) to offset the cost of the equipment, as part of T-Mobiles 2022 Smartphone Activate P1 promotion.

As T-Mobile bills for services in advance, **************** first billing statement was made available on April 16, 2022, in the amount of $94.00, and payment was due by May 9, 2022. **************** second billing statement dated May 16, 2022, reflected a balance of $197.20, of which $94.00 was considered past due and current charges of $103.20.

On May 22, 2022, T-Mobile identified an issue in our warehouse, due to which the ******* A13 device was not shipped to **************. The *** agreement was closed and a refund for the $19.25 paid in taxes on the equipment and Assisted Support fee was processed back to **************** original payment method. However, the $30.00 Assisted Support fee was not refunded.

Please note that T-Mobile records do not reflect a request received from ************** to cancel the account. As payment was not received toward the balance on the account, the account was canceled for non-payment on June 5, 2022, and a final billing statement was made available on June 16, 2022, in the amount of $111.56. This balance was comprised of the past due balance of $197.20, and a credit of $85.64 for prorated service charges after cancelation, revising the balance due to $111.56.

Due to continued non-payment, and as T-Mobiles internal collection efforts were unsuccessful, on July 25, 2022, the account was referred to ******, a third-party agency, and a $25.20 collection fee was assessed, revising the balance on the account to $136.76.

To resolve this matter, our office has reviewed the account and on July 26, 2022, applied a credit to the account in the amount of $111.56. In addition, T-Mobile removed the account from third-party collections and advised the collection agency to remove the collection fee and delete any negative information reported to the credit bureaus regarding this debt. ************** should allow approximately 90 days for this information to be reflected on his credit report. Additionally, our office has issued a refund of the $30.00 Assisted Support fee paid on April 15, 2022, by way of a prepaid card. ************** should receive the prepaid card at the address listed on his account within ten business days. T-Mobile regrets any inconvenience to **************.

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

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

Very truly yours,

T-MOBILE USA, INC.

******** DeSalme
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 family tried to switch to T mobile from ******* 3-14-22. My Acct # *********. We were sent 3 phones and router for my husband, myself and my father. We were unable to transport our existing phone #'s from ******* for my 3 boys and told their phones would be locked for 90 days. We were never told by T mobile that this could happen since my boys phones weren't paid off with *******. In fact, T mobile had told us there was a promotion that they would pay off their phones. When we couldn't transport our existing #'s, and the phone's were locked and unable to be used, we had no option but to discontinue the T mobile service which we never really started to begin with. We sent the *************** back 3-24-22 . I have the *** receipt and proof of delivery receipt which they received the devices on 3-31-22. They have been billing me for $1,623.31 every month since and also $204 which went on my Discover credit card which I have been disputing through Discover. I have made at least ***** calls to T mobile since regarding this ****. I am appalled I am still getting bills!! They received their devices back and we never used any services at all so I'm not sure what we could possibly have a **** for. Every time I call and spend 1-2 hours I end up being told that I won't receive another ****, its being taken care of and the escalation team will take care of it. I I have been sent to collections once after the first month and told them the situation and they dismissed it. It wasn't out choice to leave their company, they didn't fulfill their end of the agreement by providing us the service with us keeping our same phone #'s with working lines. This seems to be a simple issue to resolve, we sent their brand new devices back right away and were never provided any service. I just received a final notice **** today saying I will be turned over to collections within 10 days if not paid. I have impeccable credit and don't want a blemish on my credit report.
Business Response
Date: 07/27/2022
July 27, 2022

FILED ELECTRONICALLY

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

Re: ***************************
Your File No. 17575623
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 her account, and we appreciate the opportunity to assist her. **************** correspondence to your office, she mentioned our Keep and Switch offer. With Keep and Switch, customers who transfer their mobile number from ******* are eligible to receive reimbursement for their remaining device payment plan via virtual prepaid card without having to trade-in their device. Please note, along with other qualifying criteria, to be eligible, customers must submit for the reimbursement within 30 days of activation. Once the rebate submission is completed, if the rebate is approved, it may take up to six weeks from the submission date for the virtual prepaid card to be issued to the customer. We regret if ******************** was advised differently.

On March 17, 2022, ******************** activated seven voice lines on our Magenta 1st Responder rate plan at the monthly cost of $175.00 with taxes included. ******************** activated a Home Internet (HINT) line of service at the monthly cost of $55.00. ******************** also purchased an Apple iPhone 13, Apple iPhone XR, and a ******* Galaxy A32 handset, each on an Equipment Installment Plan (***) and agreed to 24-monthly installments totaling $65.93. Please note if service is cancelled prior to the *** balance being paid, any remaining balance will become due in full on the final billing statement. ******************** remitted an upfront payment in the amount of $204.70 which included $114.70 for handset taxes and $90.00 for three assisted support charges.

On March 19, 2022, ******************** spoke with T-Mobile and indicated that certain handsets that she brought from ******* to utilize on our network did not work after she inserted her T-Mobile SIM card. It was determined that the ******* handsets were still SIM locked to the ******* network. Additionally, as ******************** did not port her numbers that were associated with the ******* handsets she intended to utilize on our network, she was ineligible for Keep and Switch.

Unfortunately, on March 24, 2022, ******************** cancelled her T-Mobile account. Additionally, T-Mobile provided ******************** return labels to return the High-Speed Gateway associated with her HINT line of service and her handsets that were on ***. However, as result of cancellation, the remaining *** balances totaling $1,581.98 were accelerated on the upcoming billing statement.

On April 5, 2022, T-Mobile received the High-Speed Gateway. Additionally, we received the Apple iPhone 13, Apple iPhone XR, and a ******* Galaxy A32 handsets and issued a refund in the amount of $204.70 to Ms. ********* original form of payment for the upfront payment remitted at activation. As a result of an inadvertent error, the pending *** acceleration charges associated with the handsets above were not credited.

A billing statement dated April 18, 2022, generated in the amount of $1,636.14. The billing statement included *** acceleration charges totaling $1,581.98, and prorated monthly access charges, and taxes and fees from March 18, 2022, through the date of cancellation, March 24, 2022, in the amount of $54.16. On June 8, 2022, as a gesture of goodwill, T-Mobile issued a **** credit in the amount of $12.83, updating the account balance to $1,623.31.

On July 25, 2022, as a result of non-payment, the account was referred to outside collections and a collection fee in the amount of $10.33 was applied the account, updating the balance to $1,633.64.

On July 26, 2022, in an effort to amicably resolve this matter, our office issued a **** credit in the amount of $1,633.64. The account remains closed with a zero balance. T-Mobile removed the account from third-party collections and requested the collection agency to delete any negative information reported to the credit bureaus regarding this debt. ******************** should allow approximately 90 days for this information to be reflected on her credit report. 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.

***** Rivas
Executive Response
Initial Complaint
Date:07/15/2022
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 April 2022 my Iphone 11 sim card stopped reading. I brought the phone to T Mobile (my service provider) to have the phone fixed / replaced. The man at the T Mobile store determined that it was my sim card reader that had malfunctioned and directed me to take my phone to Apple Store to be replaced through *********** The Apple Store refused to honor the ********** warranty on my phone and told me I had to go through T Mobile Insurance. I called T Mobile Insurance and filed a claim for my Iphone 11. A few days later the new phone had not shown up and I called T Mobile again to inquire about the phone. The Insurance claim had not yet been approved and was in a queue; by the end of the phone call the new phone was once again 'on its way'. The Iphone I received was not the I[hone 11 which I had made the claim for but a model 12 Pro **** I boxed the Iphone 11 up and sent it back to T Mobile as per the instructions. I then received notice that I was being charged a $1300 "Non-Return Fee" for an Iphone 12 Pro **** I called to dispute the claim and was told they would look into it. I called again two weeks later and nothing had been resolved. In fact the lady I spoke to on the phone told me they had received the package but could not locate the phone and would call me back the following day. Upon her call she informed me that they had found the Iphone 11 and would reduce the "non-return fee" by 50%. The "expert" said she understood my frustration with this issue, however this was all that could be done with this issue. I returned a phone that stopped working due to a sim issue of no fault of my own. Was refused help by both Apple and TMobile. Waited nearly 10 days to have a replacement phone sent via insurance that I carry & pay for in addition to my phone plan. Then received the wrong make/model of phone due to a clerical error at T Mobile. Was then charged $1300 for their clerical error. And was saddled with paying 50% of that error as my compensation.
Business Response
Date: 07/27/2022
July 27, 2022

FILED ELECTRONICALLY

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

Re: Cullen Bozza
Your File No. 17574434
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 to ************** regarding a non-return fee on the account, and we appreciate the opportunity to assist him. Records indicate that ************** was utilizing an Apple iPhone 11 handset on his mobile line ending in 7767. ************** is subscribed to our Protection 360 insurance feature on his mobile line ending in 7767.

T-Mobile understands from Mr. ****** correspondence to your office that he was referred to Apple for issues related to the *** card reader on his Apple iPhone 11 handset. Please note, we are unable to confirm why Apple was unable to assist ************** with his handset, as we are unable to view Apples records.

Our records indicate that ************** began utilizing an Apple iPhone 12 Pro *** on April 19, 2022. In Mr. ****** correspondence to your office, he indicated that he eventually filed an insurance claim as a result of Apple being unable to assist him with his Apple iPhone 11 handset. However, our records confirm that on April 21, 2022, a warranty exchange was issued to **************. As records indicate that ************** was utilizing an Apple iPhone 12 Pro ***, T-Mobile issued a warranty exchange for an Apple iPhone 12 Pro ***, instead of the Apple iPhone 11 handset as a result of an inadvertent error. As such, T-Mobile was expecting back an Apple iPhone 12 Pro *** once ************** received his replacement.

On June 6, 2022, as T-Mobile had not received Mr. ****** malfunctioning handset, a non-return fee in the amount of $1,194.70 was applied to the account. On June 16, 2022, T-Mobile received Mr. ****** malfunctioning Apple iPhone 11 handset. However, as the handset that was returned was not an Apple iPhone 12 Pro ***, the non-return fee remained on the account. On July 15, 2022, T-Mobile issued a **** credit in the amount of $651.12, for a portion of the non-return fee charge.

On July 26, 2022, in an effort to amicably resolve this matter, our office issued a **** credit in the amount of $543.58, for the remaining amount of the non-return fee. The **** credit updated the account to a credit balance of $543.58. T-Mobile sincerely regrets any inconvenience to **************.

Please be assured T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. ****** contact with our Team of Experts (TEX).

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

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

Very truly yours,

T-MOBILE USA, INC.

***** Rivas
Executive Response
Initial Complaint
Date:07/15/2022
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.
Recently my debit card was allegedly stolen from my mail . My bank said there is nothing they can do about it and I would need to resolve it with the business . I have contacted t mobile the specific store ******************************************************* the amount stolen . They have no evidence of me being there and also violated their policy of carding people during purchases . This person stole $528.49 and I would like that money back along with camera footage of the date of June 29th 2022 to catch the criminal who did so. Please.
Business Response
Date: 07/26/2022
July 26, 2022

FILED ELECTRONICALLY

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

Re: *****************************
Your File No. 17574495

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 file number.

T-Mobile regrets any concerns to ******************** regarding a transaction on his credit card and we appreciate the opportunity to address these concerns. T-Mobile takes consumer privacy and security very seriously, and we provide information regarding protecting your privacy on our website, www.T-Mobile.com. T-Mobiles account verification policy states customers must provide their government-issued identification card when processing an in-store transaction. Regretfully, with the information provided, we are unable to locate an account associated with the reported unauthorized transaction.

Please be advised the ************************ (***) has a process in place for consumers who are disputing bank transactions. ******** or credit card account holder must dispute the unauthorized payment(s) through their financial institution directly. Adherence to the *** process prevents additional unauthorized transactions, enables the financial institution to address the unauthorized transactions fees, and enables the *** to track identity theft occurrences and keep the public informed on new scams. As such, ******************** is encouraged to dispute the charges with the financial institution. 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.

***** Rivas
Executive Response

Customer Answer
Date: 07/26/2022

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:07/15/2022
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.
Hi my name is Empressbrightly. My complaint with T-Mobile is is that I paid off the phone that I financed. I was told when I upgraded my phone that I would have to pay a small fee and my phone would continue to be paid off by an employee. My iPad was stolen and I went into the store and paid off the iPad and ask for a termination of service. I went for months without a **** and now I am being charged $366.67 for the final **** and an additional $388 for the phone that was paid off. I am now with ******* and ******* said that the **** was paid off for the phone and that T-Mobile is trying to Fraud me out of almost $700. They have threatened to put this on my credit report and I owe no one I have a great payment history with T-Mobile and all my other companies that I work with how can I get this resolved without having to pay out-of-pocket for something that I am no longer use it
Business Response
Date: 07/27/2022
July 27, 2022

FILED ELECTRONICALLY

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

Re: Empress ********
Your File No. 17574461
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. Please be advised we have made attempts to contact Ms. ********* which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. ********* concerns within this letter.

T-Mobile regrets any concerns Ms. ******** may have with the account, and we appreciate the opportunity to address them. Sprint records show on September 7, 2021, Ms. ******** choose to remit a payment of $709.15 for the remaining lease balance for an Apple iPhone 11 handset. T-Mobile records show on November 15, 2021, Ms. ******** choose to migrate a voice line of service and a tablet line from Sprint and selected the Magenta rate plan for $70.00 per month for the voice line and the Magenta Tablet rate plan for $65.00 per month. Please note, tablet line received a monthly $40.00 Mobile Internet (MI) discount as long as a voice line remained active. As Ms. ******** choose to enroll in AutoPay, each line received a monthly discount of $5.00. Ms. ******** choose to enroll the voice line in the optional Protection 360 feature for $9.00 per month. It should be noted that Ms. ******** was enrolled in paperless billing, and while enrolled, customers can review their billed statements by visiting MyT-Mobile.com.

Additional records show Ms. ******** took advantage of our Equipment Installment Plan (***) with the purchase of the following items:

On November 16, 2021, an Apple iPhone 13 handset was purchased via 24-monthly installments of $22.25 after a down payment of $265.99; received a monthly Recurring Device Credit (***) of $25.84 for the 2021 Trade P1 promotion.
On January 12, 2022, an Apple iPad Air was purchased via 24-monthly installments of $20.00 after a down payment of $249.99; received a monthly *** of $8.34 for the 2021 Connected Upgrade P1 promotion.

At the time of purchase of the Apple iPhone 13 handset on November 16, 2021, Ms. ******** offered a trade-in credit of $180.00 for an Apple iPhone 11 handset; this device was received on December 5, 2021, at which time an account credit of $180.00 was applied to the account. This trade-in qualified the account for the 2021 Trade P1 promotion as long as the voice line remained active with T-Mobile.

Additional records show on March 15, 2022, Ms. ******** contacted our Team of Experts (TEX) to remit an *** payment of $420.00 for the Apple iPad for the remaining balance. On March 17, 2022, Ms. ******** choose to cancel the voice line when she ported to another service provider; however, we have no record of a request to cancel the tablet line of service. As the voice line associated with the Apple iPhone 13 handset was canceled, the account was no longer qualified for the 2021 Trade P1 promotion and as such, the *** of $25.84 was removed from the account. In addition, as the voice line was cancelled, the $40.00 MI discount was removed from the tablet line of service.

T-Mobile records confirm, Ms. ********* billing cycle ran from the 16th of the month to the 15th of the following month, with payment due on the 8th. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response or with our Team of Experts (TEX) or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip.

A review of the account confirms Ms. ********* payment that was due on April 8, 2022, was not received on time. T-Mobile provided Ms. ******** with calls, text, and a billing notification providing the payment due date. On June 19, 2022, as payment was not received timely, T-Mobile suspended the account. On June 28, 2022, as no payment had been remitted, T-Mobile canceled the account for non-payment. If a customer has an open *** and the account is canceled, any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the *** agreement provided at the time of purchase.

When the account was canceled, the remaining *** balance of $378.25 was accelerated and posted to the final billing statement dated July 17, 2022. This billing statement reflects a total of $685.84, of which $366.09 is considered past due dating back to the March 17, 2022, billed charges. Most postpaid T-Mobile accounts are billed by a system known as **** current. This means charges for Ms. ********* rate plan were billed in advance of the service being provided and became due within that billing cycle. As such, this billing statement contained credits in the amount of $58.50 for prorated rate plan charges from June 19, 2022, through July 15, 2022.

After the account was cancelled on June 28, 2022, as the account is more than 90 days past due, T-Mobiles ************************* has attempted to contact Ms. ******** to collect the outstanding balance. As of this date of this correspondence, the account has not been referred to a third-party collection agency. It should be noted that T-Mobile has no record of a promise to pay off the *** balance for the Apple iPhone 13 handset, as such, Ms. ******** remains responsible for the accelerated *** balance as billed on the July 17, 2022, billing statement.

On July 26, 2022, as a courtesy to Ms. ********* our office applied an account credit of $141.33 for the April, May, and June 2022 rate plan charges, reducing the balance to $544.51. In addition, a collection hold has been placed on the account, which will expire on August 24, 2022, to allow Ms. ******** time to remit a payment for the remaining balance.

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:07/15/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I will like to return 2 iPhone 13 and 1 ******* Galaxy 22 plus. I'm having issues with the phones. All 3 phones are Malfunctioning. I only had the phones for a month.
Business Response
Date: 07/26/2022

July 26, 2022

FILED ELECTRONICALLY

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

Re: *******************************
Your File No. 17574299
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 ******************** may have experienced regarding the account. Our records show on June 14, 2022, there was a purchase of an Apple iPhone 13 handset and a ******* Galaxy S22 Plus handset using Equipment Installment Plan (***) with an agreement to pay $75.01 per month for 24 months. On June 30, 2022, there was a purchase of an Apple iPhone 13 *************** using *** with an agreement to pay $45.84 for 24 months. As of the time of the handset purchases, T-Mobile provided a 14-day return period which allowed ******************** to use the equipment to see if it met his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable equipment financing agreement entered at the time of the original purchase. It is important to note that T-Mobile found no record of ******************** contacting T-Mobile to report any issues with the handsets or to troubleshoot.

Please be advised if a customer has an open *** and the account is canceled, any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the *** agreement provided at the time of purchase.

Although ******************** is beyond the return period as a courtesy T-Mobile will allow the return the handsets directly to our *********** warehouse within 30 days of the date of this letter at:

Executive Response
Attention: *********************************
1201 ***************
***********, ** 87107

Upon receipt of the handset(s) in acceptable, un-damaged condition, T-Mobile will apply a credit to the account for any remaining *** charges at the time the handset(s) is received. T-Mobile asks ******************** to include the complete handset and his account information in the box and recommends the package be returned via a traceable carrier that can provide a tracking number when shipping.

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.

Carolina Figueroa
Executive Response

Customer Answer
Date: 08/03/2022
I sent one of the phones back. And I'm having a hard time getting the other phone from the person that was added to my line. There in a another state at the moment. And I did respond back to the email. Not sure on why it wasn't received. Can something be done with my ****.
Customer Answer
Date: 08/11/2022
I attached the tracking number from the post office. I sent off the iPhone 13 plus. And my bill is currently $400 I can not afford that at the moment. And I can't get a hold of the user that has the other iPhone. She's in another state from me. So I need some type of assistance with the bill.
Business Response
Date: 08/19/2022

August 19, 2022

FILED ELECTRONICALLY

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

Re: *******************************
Your File No. 17574299
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 11, 2022, regarding the above-referenced account.

T-Mobile regrets any continued concerns ******************** has experienced regarding the above-referenced account. Please note, on August 3, 2022, T-Mobile was in receipt of Mr. ********* returned Apple iPhone 13. As such, on August 5, 2022, T-Mobile issued a one-time credit in the amount of $766.65 to Mr. ********* account for the remaining Equipment Installment Plan (EIP) balance for the returned Apple iPhone 13. Please note that as of the date of this letter, T-Mobile has not received Mr. ********* Apple iPhone 13 Pro *** or ******* Galaxy S22 Plus handsets. T-Mobile has offered ******************** a 30 day return period to return the devices, ending on August 26, 2022.

Mr. ********* billing statement dated August 13, 2022, reflected a balance owed in the amount of $637.95, and includes a past-due balance in the amount of $404.83. On August 6, 2022, ******************** set up a two-part payment arrangement to cover his past-due balance, and agreed to remit a payment in the amount of $202.41 by August 20, 2022, and a payment in the amount of $202.42 by September 3, 2022. Mr. ********* current charges are due on September 5, 2022, and is eligible to establish a new payment arrangement to ensure his services remain active once his current arrangement has been completed.

As a gesture of goodwill and as ******************** did return his Apple iPhone 13 within the additionally provided return period, on August 17, 2022, T-Mobile issued a credit in the amount of $81.34 to Mr. ********* account for one EIP installment of $33.34 and the applicable sales tax paid at the time of purchase in the amount of $48.00. As a result, Mr. ********* account was left active and reflected a revised balance owed in the amount of $556.61.

T-Mobile encourages ******************** to return his two other handsets directly to our office no later than August 26, 2022, at:

Executive ********************************* or ************
1201 ***************
***********, ** 87107

Upon receipt of the handset(s) in acceptable, un-damaged condition, T-Mobile will apply a credit to the account for any remaining EIP charges at the time the handset(s) is received. T-Mobile asks ******************** to include the complete handset and his account information in the box and recommends the package be returned via a traceable carrier that can provide a tracking number when shipping. 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
Customer Answer
Date: 08/25/2022

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 would like to say thank you for taking care of my bill for August. Only issue I have at this time is I don't have any access to the other iPhone 13. And I can't get in contact with the person who has it. I'm not sure what I'm supposed to do. She's in another state from me.
Sincerely,

*******************************
Initial Complaint
Date:07/15/2022
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.
My account # is *********. I had 6 lines and transferred 4 lines to Hello Mobile and cancelled 2 lines on February 9th, 2022, one day before the end of the billing cycle for February 2022. I checked all my 6 lines and made sure that I had no tmobile service. Now TMobile started billing me for March and April 2022. I spoke to customer support at least 6 times. During the discussion with customer support I asked them to refer the phone discussion and chat I had with them on 9th February 2022, which they record as per prompt. Customer support agreed that lines got cancelled on February 9th. But, still TMobile is harassing me by sending **** for $212.73 for March and April, though I have no service with them.
Business Response
Date: 07/26/2022
July 26, 2022

FILED ELECTRONICALLY

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

Re: *******************************************
Your File No. 17574069
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 continued concerns ******************************************* experienced regarding the above- referenced account. Please note, our office previously addressed *********************************************** concerns in our response to your file number 17544884.

T-Mobile has reviewed the account and confirmed the mobile numbers ending in ****, ****, ****, and **** were transferred to another service provider on February 2, 2022. The arrangement to transfer each line of service was made directly with ************** ******** new wireless service provider and not with T-Mobile, whose only involvement in this transaction was to cancel each line of service after ************** ******** new wireless service provider took control of them.

Further review of the account reflects ******************************************* spoke with Team of Experts (TEX) on February 9, 2022, to request the remaining mobile numbers ending in **** and **** to be canceled; however, due to an inadvertent error, only the mobile number ending in **** was cancelled, leaving the mobile number ending in **** active. As such, this mobile number continued to be billed monthly until ******************************************* spoke with TEX again on April 23, 2022, at which time the account was cancelled in full.

The final billing statement was dated May 10, 2022, and reflected a credit balance in the amount of $47.81 due to prorated monthly recurring charges. Please note, eligible credit balances are automatically refunded to customers after the account has been cancelled for 30 days. However, on May 20, 2022, two previous payments totaling $190.54 were returned unpaid to T-Mobile by ************** ******** financial institution. As such, the payment amounts were returned to the balance owed, and a returned payment fee in the amount of $35.00 was assessed for each returned payment. As the account reflected a credit balance, the revised billing statement dated June 10, 2022, reflected a balance owed in the amount of $212.73.

In an effort to resolve this matter, on July 18, 2022, T-Mobile applied a credit to the account in the amount of $212.73, closing the account with a zero balance. T-Mobile regrets any inconvenience to *******************************************.

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

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

Very truly yours,

T-MOBILE USA, INC.

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

Customer Answer
Date: 07/26/2022

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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