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

27,438 total complaints in the last 3 years.
8,077 complaints closed in the last 12 months.

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Submit a Complaint

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

Initial Complaint
Date:07/15/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In February 2022 I called T-Mobile to participate in their offer of $50 per month for home Internet. I did not request cellular phone service because I have always had cell phone service through Consumer Cellular. I only wanted home Internet. I was charged $135 on Feb 10, 2022 for the device and home internet plan. I received the device and tried it in different areas of my home for about a week. I could not get adequate coverage in my area with the T-Mobile home Internet device. I called within a week of receiving it (within the month of February) to cancel my account with T-Mobile. I believe I mailed the device back in late February or early March. Unfortunately, I do not have any paperwork from this initial purchase because I assumed that, after mailing the device back and canceling my account, I was through with T-Mobile. On March 2, 2022 I noticed a charge on my account for $61.84 and called T-MOBILE support to request a refund as my account should have been canceled. I never received that refund. Then on April 4, 2022 I noticed another charge on my account for $145. I once again called T-Mobile to request refunds and to make sure that my account would stop being charged. I also called my bank which opened a claim with T-Mobile and blocked them from being able to continue to charge my account. BOA says that in June those claims were resolved in the banks favor. However T-Mobile began sending me paper late **** notices for the $61.84 and $145. This began 6 months or so of me trying to resolve this with T-Mobile unsuccessfully. Apparently I was being billed for a service called magenta *** which is a cell phone service. T-Mobile customer service was able to tell me that there were 0 minutes used. I said yes because I never asked for a cell plan from you. T-Mobile has now sent this account to ***************** *************** A debt collector, for $379.58 which includes fees for late payment. The acct number being referenced is *********. Im at a loss.
Business Response
Date: 07/27/2022
July 27, 2022

FILED ELECTRONICALLY

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

Re: *****************************
Your File No. 17573135
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 is always working to improve its coverage, and we regret any service issues **************** *** have experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that *** interfere with actual service, quality, and availability.

Our records show on January 11, 2022, **************** activated a voice line ending in **** on the Magenta *** rate plan for $85.00, and a T-Mobile Home Internet (****) line ending in **** on the T-Mobile Home Internet rate plan for $50.00 per month after AutoPay. At which time **************** subscribed to AutoPay. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the **** due date using a stored credit card, debit card or checking account supplied by the customer.

On January 23, 2022, pursuant to Ms. ******* request the **** line ending in **** was canceled, however as the line ending in **** remained activate, it continued to be billed monthly. On February 10, 2022, a payment of $135.00 was remitted leaving the account with a zero balance.

The billing statement dated February 12, 2022, reflected a balance of $61.84 for monthly service charges from February 12, 2022, through March 11, 2022, and due by March 4, 2022. On February 12, 2022, per Ms. ******* request a partial refund of $50.00 was processed towards the payment of $135.00 previously remitted which would process within five business days and leave an updated account balance of $111.84. On February 21, 2022, T-Mobile received the Home Internet Gateway device. On March 3, 2022, a payment of $61.84 was remitted leaving an account balance of $50.00.

The billing statement dated March 12, 2022, reflected a balance due of $145.00 which consisted of a past due balance of $50.00 and new charges of $95.00 for monthly service charges and a late fee from March 12, 2022, through April 11, 2022, and due by April 4, 2022. On April 2, 2022, a payment of $145.00 was remitted leaving the account with a zero balance. On April 24, 2022, AutoPay was canceled.

The billing statement dated April 12, 2022, reflected a balance of $105.80 for monthly service and previously billed restore from suspension fee charges from April 12, 2022, through May 11, 2022, and due by May 4, 2022. On May 11, 2022, per Ms. ******* request the line ending in **** was canceled.

The billing statement dated May 12, 2022, reflected a balance due of $96.82 which consisted of a past due balance of $105.80 and new pro-rated service credits of $8.98, with the balance due immediately. On June 4, 2022, the above-referenced payments of $145.00 and $61.84 were returned unpaid by Ms. ******* banking institution, and therefore, a charge of $145.00 and $61.84 were applied to the account updating the balance due to $303.66.

On June 15, 2022, due to continued account delinquency the account was referred to third-party collections and a collection fee of $75.92 was assessed to the account leaving a balance due of $379.58.

On July 25, 2022, and July 26, 2022, to amicably resolve the matter credits totaling $379.58 were applied to the above-referenced account leaving the account closed with a zero balance. Additionally, T-Mobile removed the account from third-party collections and requested the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note it *** take up to 90 days for Ms. ******* credit report to reflect the change. 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.

Carolina Figueroa
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.
On November 26, 2020 I switched my carrier from T Mobile to Xfinity. Since then until April they were charging me for a phone and services that were not mine. I called T Mobile and told them that someone had stolen my information and started a service without being me. After extensive conversation they agreed with me and said they would refund me the money. T Mobile told me the check would come in the mail within 7 days. I have called numerous times, spoken to many people from the complaint department to the managers. They tell me that the problem will be resolved and until this day july 20, I haven't recieved my check. The amount is over **** dollars and calling them and having to repeat myself about the situation is getting ridiculous and frustrating. I have given them plenty of time to resolve this matter with no avail .
Business Response
Date: 07/27/2022

July 27, 2022

FILED ELECTRONICALLY

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

Re: ***************************
Your File No. 17573228
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. T-Mobile has completed its investigation of this matter and unfortunately, we have been unable to substantiate the allegation of fraud. A review of the account indicates the mobile number ending in **** was activated at a T-Mobile retail location close to ******************** billing address and signature on activation documents matches prior signature from ******************** prior purchases. If ****************** would like to further investigate the matter, she would need to provide a police report for Identity Theft and send documents via fax to ************.

Our records show on January 18, 2019, ****************** activated three voice lines with the mobile numbers ending in ****, **** and ****. In addition, ****************** subscribed to AutoPay. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the **** due date using a stored credit card, debit card or checking account supplied by the customer.

Thereafter on May 29, 2019, the line with the mobile number ending in **** was activated. On November 3, 2020, an Apple iPhone 12 handset with a retail price of $829.99 was purchased on an Equipment Installment Plan (***), with a down payment of $79.99 plus taxes paid upfront and an agreement to pay $31.25 for 24 months. 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.

On December 24, 2021, ****************** transferred the numbers ending in ****, **** and **** to another service provider. The arrangement to transfer the 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 the line of service after ******************** new wireless service provider took control of it. Please be advised as there was no request to cancel the remaining line ending in **** the account continued to be billed monthly via AutoPay.

On March 15, 2022, ****************** contacted T-Mobile to dispute the purchase and financing of the Apple iPhone 12 handset, as such an investigation was processed. On April 18, 2022, per ******************** request the remaining line ending in **** was canceled therefore the final *** charges of $187.50 were billed to the following billing statement.

On May 3, 2022, a credit of $391.86 was applied to the account to resolve ******************** concerns with the account balance, leaving a zero balance. The billing statement dated May 19, 2022, reflected a balance due of $187.50 for final equipment charges due by June 11, 2022. On July 26, 2022, and July 27, 2022, additional credits of $750.00 were applied for the charges to the account for the Apple iPhone 12 handset leaving an account credit balance of $562.50. Please be advised that a refund was processed for $562.50 and a prepaid Mastercard was sent to the address on file to be received within 15 business days. After the refund, ******************** account remained closed with a zero balance.

Please be advised within T-Mobiles Terms and Conditions, customers are advised they are to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. It is T-Mobiles position all other charges are considered valid and respectfully decline any further compensation regarding the matter. 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:07/15/2022
Type:Billing 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 worlds absolute worst service, both on the network and with the customer service. I, unfortunately have been a "customer" or ********************** for far to long. I have been charged over the agreed amount monthly charges for over a year and they took one of my lines away. Third line was free yet I am still paying. I should not be over charged for such underwhelming service. i have been stolen from on a monthly bases for far to long and am waaaay over paying for terrible service, even if I was only paying the correct amount.
Business Response
Date: 07/27/2022
July 27, 2022

FILED ELECTRONICALLY

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

Re: ******* Clark
Your File No. 17572403
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 inconvenience ************** experienced regarding his monthly recurring charges, and we appreciate the opportunity to address his concerns. T-Mobile records reflect that ************** migrated his Sprint account to T-Mobile on November 22, 2021, via T-Mobiles Move to Magenta Experience (MTME). MTME allows Sprint customers to effortlessly migrate their entire account to the T-Mobile network and billing system. Unlike porting-in, MTME allows Sprint customers to retain some of their previous account benefits and migrate their existing lines of service without an external credit check or deposit requirement. However, applicable credit checks and deposit requirements will apply when adding new lines to their new T-Mobile account after completing the MTME.

Mr. ****** account currently reflects three voice lines which are currently subscribed to a T-Mobile Magenta *** taxes inclusive unlimited talk, text and data rate plan for $150.00 per month for the first two voice lines ending in **** and 9670. Mr. ****** third voice line ending in **** is assessed a monthly Add-a-Line fee in the amount of $35.00 per month. Please note that Mr. ****** account is eligible for a monthly $5.00 credit per eligible line of service while enrolled in T-Mobiles AutoPay benefit.

In ****** letter to your office, he indicates he has experienced difficulties with our network. We regret any coverage issues ************** has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that *** interfere with actual service, quality, and availability. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which *** vary from location to location and *** change without notice. T-Mobile has verified the address on Mr. ****** account and based on the coverage map, confirms his account address is in a moderate coverage area with no known issues. Please note we have no record of ************** contacting us with concerns regarding his coverage. It is important that if customers experience any difficulties with the service, that they provide Team of Experts (TEX) details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments.

A review of Mr. ****** billing statements starting on November 23, 2021, through June 23, 2022, reflect that ************** has never received a third line on us promotion. However, on March 9, 2022, ************** contacted his TEX ********* to restore the voice line ending in ****, which had been previously cancelled on February 21, 2022, and inquired about a free Add-a-Line promotion. Please note for a limited time starting on January 13, 2022, new customers activating at least three voice lines on select Essentials, Magenta, Magenta **** Business ********* Select, Business ********* Advanced, Business ********* Ultimate (2-5), or Business ********* Ultimate+ (2-5) rate plans and existing customers with one paid voice line on an eligible plan activating at least two new voice lines, will receive one voice line free. Unfortunately, ************** didnt meet the requirements for this promotion.

Please be advised within T-Mobiles Terms and Conditions, customers are advised they are to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. However, the first notice that T-Mobile received regarding a dispute of the free Add-a-Line was on March 9, 2022. As ************** has been billed in accordance with the services he subscribes to, it is T-Mobiles position that ************** remains responsible for all charges billed to the account. 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.

****** Sanchez
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.
We switched to sprint in 2020 after a branch was opened up in our community. They offered great coverage and low prices. Service has always been ok but over the last year with the merger with T-Mobile, it has gotten progressively worse. When we have complained we were told tmobile would be adding more towers. We called this past Monday, and we were told there are no towers in range of our zip code and no plans to put any up. I asked if there was any way we could return our devices, which are in good condition, and switch to a different carrier. I was told no, that could not be done because they were financed. However, I live in small town USA and a lot of people I know are in the same situation Im in and have been allowed this courtesy. Im not wanting to switch carriers because Im bored, I want to switch carriers because of unreliable, slow service that drops calls, because when I purchased this service I was promised something completely different. Im not the one who hasnt held up my part of the bargain.Today, I called T-Mobile again, because if it's possible, service is getting worse. In an area where I had full coverage, I tried to send a text message that was simply "yep", and it never would deliver. I thought it was just a texting issue, so I called my husband when I was in the grocery store attempting to figure out what to fix for dinner, and the call dropped twice. This is not just a "minor inconvenience" of spotty unreliable phone service, this is constant outages caused by lack of coverage in this area. Today I was told by the supervisor that "modernization efforts" are underway and should be done in the next couple of months. Basically, I'm supposed to pay full price for a service that works 30% of the time if I'm lucky on the "promise" that they are upgrading the towers? I was offered a one time credit, but what am I supposed to do if that doesn't work?
Business Response
Date: 07/28/2022
July 28, 2022

Better Business Bureau
12639 *****************, Suite 200
*****,** *****

Re: File ********
Account XXXXX1246, *********************

To Whom It May ************************** part of T-Mobile (Sprint) is in receipt of the above-referenced complaint of *************************. We regret any inconvenience **************** may have experienced with her coverage concerns. We appreciate the opportunity to respond.

We confirmed the account was activated on June 6, 2020, and currently has one tablet line subscribed to our Sprint ********************* plan. **************** also has four open Installment Billing Agreements for account devices.

On May 10, 2022,we provisioned **************** account devices to our T-Mobile Network Experience (TNX). The T-Mobile Network Experience (TNX) is a new network migration solution that allows eligible Sprint customers to use their legacy Sprint device on the ********************** network while maintaining their current Sprint account with a simple swap of a SIM card. However,it is important to keep in mind that coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Estimating wireless coverage, signal strength, and speed is not an exact science. Also, please note that our TNX experience is not available on all device models and are not guaranteed to be supported.

We regret that the coverage in Ms. ********** has fallen short of her expectations. We constantly monitor our network for service and capacity related issues and work diligently to address any concerns we identify or are brought to our attention by our customers. Based upon our initial review of **************** service area, our network appears to be operating within normal parameters and there are no network outages or impairments that would be impacting the service.

We further confirmed that **************** mobile lines ending in ****, ****, **** and **** were ported out to another service provider on July 19, 2022. As a result, only tablet line ending in **** remains on the account. We would further note that the unfulfilled Installment Billing Agreements, WEB-*********, WEB-*********,WEB-********* and WEB-*********, associated with the devices on the mobile lines recently ported to another service provider remain on the account.

We attempted to contact **************** on multiple occasions at the phone number and email included in her inquiry. Unfortunately, our attempts to reach **************** were unsuccessful, and she has not replied to our office; however, we invite her to contact us at her earliest convenience with her accounts security information so that we can fully address her account concerns.

We appreciate **************** taking time to provide details of her experience with ************* team. We value customer feedback. Please be assured that the quality of service provided to our customers is of our utmost priority.

Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.

Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me directly by calling ************.

Sincerely,

******* V
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.
I have been on the **************** plan with T-mobile for over a year and my **** was typically around $340 for all the phones. All the sudden T mobile changed me $450 and since I was on automatic payments they took the $450 instead of the $340. They keep telling me they are giving me the $94 credit and they have not yet. I spoken with 5 different people that told me I was getting my credit and I still have not seen it. I am now also asking for an additional $25 credit for the 5 times I have had to take time off work and call.
Business Response
Date: 07/28/2022

July 28, 2022

FILED ELECTRONICALLY

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

Re: Christyl Lange
Your File No. 17572063
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 inconvenience ************** experienced with her recent billing concerns and appreciates the opportunity to address this matter. Our records reflect that ************** activated the account on January 23, 2011, which is currently active with ten voice lines that are subscribed to the **************** (7 Line) taxes inclusive unlimited talk and text rate plan for $175.00 per month for the first seven voice lines of service. The three additional voice lines ending in ****, ****, and **** are each billed $25.00 per month. **************** mobile number ending in **** is also enrolled in the optional Protection 360 premium handset protection feature for $18.00 per month. Finally, ************** activated a Mobile Internet (MI) line ending in **** that is subscribed to the Magenta Tablet taxes inclusive rate plan for $25.00 per month after a $40.00 Mobile Internet Discount while maintaining an active voice line on the account.

Additionally, **************** account was enrolled in AutoPay on March 27, 2021, and as a result, ************** is eligible to receive a $5.00 monthly discount per line of service, up to eight lines. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the **** due date using a stored credit card, debit card, or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. As such **************** estimated monthly service charges prior to any equipment, third-party, or usage charges are $293.00 per month before the AutoPay discount.

************** has also taken advantage of our Equipment Installment Plan (EIP) as follows:

On September 29, 2020, ************** purchased a ******* Galaxy Tab A tablet associated with the MI line ending in **** for a total purchase price of $264.00. ************** was not required to remit a down payment but agreed to 24 monthly installments of $11.00. Please note for a limited time from July 1, 2020, and October 15, 2020, customers like ************** could get a free ******* Galaxy Tab A via monthly Recurring Device Credits (RDC) when purchased on EIP and with the activation of a new line on a qualifying 6 GB or higher MI rate plan for use on the tablet. As ************** met the requirements, her account was enrolled in the 2020 ******* Tablet Promo ******************************** the amount of $11.00 while maintaining promotional eligibility.

On December 23, 2020, ************** purchased a ******* Galaxy S20 FE 5G 128GB Cloud Mint handset associated with the mobile number ending in **** for a total purchase price of $699.99. ************** was not required to remit a down payment but agreed to 24 monthly installments of $29.17.

On March 29, 2021, ************** purchased an ** K51 handset associated with the mobile number ending in **** for a total purchase price of $162.00. ************** was not required to remit a down payment but agreed to 24 monthly installments of $6.75. Please note for a limited time from February 12, 2021, and July 8, 2021, customers like ************** could get an affordable smartphone for free via monthly RDC when purchased on EIP and activation of a new voice line on a qualifying rate plan. As ************** met the eligibility criteria, the account was enrolled in the 2021 Smartphone Activate P1 promotion and receives a monthly RDC in the amount of $6.75 while maintaining promotional eligibility.

On December 20, 2021, ************** purchased a ******* Galaxy A12 handset associated with the mobile number ending in **** for a total purchase price of $180.00. ************** was not required to remit a down payment but agreed to 24 monthly of $7.50.

On April 27, 2022, ************** purchased a ******* Galaxy S22 5G 128GB Black handset associated with the mobile number ending in **** for a total purchase price of $799.99. ************** was not required to remit a down payment but agreed to 24 monthly installments of $33.34. Please note for a limited time from April 14, 2022, and June 1, 2022, customers like ************** could get up to $400.00 off a ******* Galaxy S22 via monthly RDC when purchased on EIP and trade-in of a qualifying phone. Our records reflect that ************** traded in a ******* Galaxy S8 64GB Grey handset which made her eligible for a maximum of $200.00 off. ************** received an instant trade-in credit of $15.00 that was applied to the up-front cost to purchase the handset. As ************** met the promotional requirements her account was enrolled in the 2022 ******* Trade P16 promotion and receives a monthly RDC in the amount of $7.71 while maintaining promotional eligibility.

************** also took advantage of T-Mobiles JUMP! on Demand (JOD) Lease program on August 18, 2021, with the lease of an Apple iPhone 12 Pro 128GB **** handset. ************** was required to remit a capital cost reduction payment in the amount of $249.99 and also agreed to 18 monthly lease payments in the amount of $28.00. JOD customers are responsible for and agree to at the time of lease signing, a total of 18 lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next months billing statement.

Based on the above, **************** estimated monthly recurring charges are $383.30 with the above-referenced handsets and the newly acquired ******* Galaxy S22 5G 128GB Black handset purchased on April 27, 2022, before the AutoPay discount. Please note that it may take one to two billing cycles for the promotional credits to reflect.

Upon further review, we confirmed that **************** account rate plan had been previously changed to the Magenta (9 Line) taxes inclusive unlimited talk, text, and data rate plan effective May 7, 2022, for $310.00 per month for the first nine lines of service. The tenth line was billed at $25.00 per month. The MI line continued to be billed at $25.00 per month after the MI discount but before the AutoPay discount. We regret any misunderstanding.

Please be advised that **************** account is billed in arrears, meaning that payment for services is due approximately three weeks after services are rendered. T-Mobile records confirm that **************** billing cycle runs from the 7th of one month to the 6th of the following month and is due on the 27th after the billing cycle closes. **************** billing statement dated June 7, 2022, reflected a total balance of $442.33 which included monthly recurring charges for the Magenta (9 Line) rate plan, EIP, and JOD which were due on June 27, 2022. As ************** authorized AutoPay, it is T-Mobiles position that the payment of $442.33 debited on June 25, 2022, was authorized.

**************** account rate plan was changed to the **************** (7 Line) as of June 7, 2022. As such, **************** billing statement dated July 7, 2022, reflected a total balance in the amount of $350.90 which included monthly recurring charges, EIP, and JOD which were due on July 27, 2022. However, as of July 15, 2022, **************** Team of Experts (TEX) issued a one-time credit of $94.87 resulting in an updated balance of $256.03 which was debited on July 28, 2022, resulting in a current zero balance.

Nevertheless, in an effort to amicably resolve **************** billing concerns, our office issued an additional $100.00 credit to the account for **************** billing concerns resulting in a $100.00 credit balance. Please be assured T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during **************** recent contact with her TEX ********** and we appreciate her feedback regarding her experience.

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

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

Very truly yours,

T-MOBILE USA, INC.

****** Sanchez
Executive Response
Initial Complaint
Date:07/15/2022
Type:Customer Service 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.
As a long term customer of ***** we were basically forced to switch to another carrier and we chose T Mobile. We were told the coverage was great, my husband was especially concerned about signal at his workplace, but was shown a coverage map and reassured he would have great coverage. The whole spiel was a lie. To use his phone, he has to step outside of his workplace. Much of the time, neither of us has coverage. We just took a vacation to *******, and continuously lost connection while driving and trying to make our way there by ****** maps. We were also told our **** would be $136 per month, and the first few months might be higher but by the 3rd month it would be straightened out and the overage would be refunded. Another lie. I spoke with a T Mobile rep and he couldn't figure out the pricing. He finally got it down to $151 a month and refunded $75 over 3 months, half of what I was owed. I am beyond sick of paying for phones that we can't even use 40% of the time. I don't really blame the employees at the store so much as the company itself. I just want out of the contract and for them not to try and squander more money from us!
Business Response
Date: 08/02/2022
August 2, 2022

FILED ELECTRONICALLY

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

Re: ***** L Pierson
Your File No. 17564228
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 inconvenience ****************** experienced regarding her account activation and appreciates the opportunity to address her concerns. T-Mobile records reflect that ****************** activated the above-referenced account on March 23, 2022, with three voice lines which are subscribed to a T-Mobile Magenta 55+ taxes inclusive unlimited talk, text, and data rate plan for $80.00 per month for the first two lines ending in **** and ****. The third voice line ending in **** is assessed a monthly Add-a-Line fee in the amount of $40.00 per month. ****************** also activated a Mobile Internet (MI) line ending in **** which is subscribed to a Timex Family Connect Senior rate plan for $15.00 per month. Please note, since the account was enrolled in AutoPay, each eligible line receives a $5.00 monthly discount while enrolled in this benefit.

****************** also qualified for and took advantage of T-Mobiles Equipment Installment Plan (EIP) on March 23, 2022, with the purchase of a Family Connect Senior Watch associated with the MI line ending in **** for a total purchase price of $162.00. ****************** was not required to remit a down payment but agreed to ************************** the amount of $6.75. Please note for a limited time from November 5, 2021, and July 20, 2022, customers like ****************** could get a TIMEX Family Connect SENIOR watch for free up to $174.00 via monthly Recurring Device Credits (RDC) when purchased on EIP and with the activation of a new MI line on an eligible rate plan. As ****************** met the requirements, she was enrolled in the 2021 SyncUp Watch P1 promotion and enrolled in ***************** the amount of $6.75.

****************** purchased a ******* Galaxy S22 5G 256GB Black handset on March 23, 2022, associated with the mobile number ending in **** for a total purchase price of $849.99. ****************** was not required to remit a down payment but agreed to 23 monthly installments of $35.42 and a final 24th installment of $35.33. Please note for a limited time from March 10, 2022, and April 20, 2022, customers like ****************** could get up to $800.00 off a ******* Galaxy 22 series or qualifying ******* device when they activated a new voice line, purchased the device on EIP, and traded-in an eligible device on any rate plan. ****************** traded in a ******* Galaxy Note 8 64GB Pink handset which received an instant Fair Market Value (FMV) trade-in credit in the amount of $30.00 which was applied to the up-front cost at the time of activation. As ****************** met the promotional requirements, she was enrolled in the 2022 ******* Trade P4 promotion and enrolled in ***************** the amount of $32.09.

****************** purchased a TCL 30 XE 5G handset on March 23, 2022, associated with the mobile number ending in **** for a total purchase price of $198.00. ****************** was not required to remit a down payment but agreed to ************************** the amount of $8.25. Please note for a limited time from October 15, 2021, and April 6, 2022, customers like ****************** could get a free smartphone up to $300.00 via RDC when purchased on EIP and with the activation of a new line of service on any voice rate plan. As ****************** met the promotional requirements, she was enrolled in the 2021 Smartphone Activate P4 promotion and enrolled in ***************** the amount of $8.25.

****************** also purchased a ******* Galaxy S22 5G 128GB Green handset on March 23, 2022, associated with the mobile number ending in **** for a total purchase price of $799.99. ****************** was not required to remit a down payment but agreed to ************************** the amount of $33.34 and a final 24th installment of $33.17. Please note for a limited time from January 11, 2022, and June 1, 2022, customers like ****************** that buy one qualifying ******* Galaxy device could get another one on us up to $800.00 off via 24 monthly RDCs when purchasing both on EIP and with the activation of a new voice line on any rate plan. On July 26, 2022, ****************** was enrolled in the 2022 ******* Buy 2 P1 promotion and enrolled in ****************** the amount of $33.34.

In ******************** letter to your office, she indicates she is not able to use service with her handset in or around her home. We regret any coverage issues ****************** has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that *** interfere with actual service, quality, and availability. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which *** vary from location to location and *** change without notice. T-Mobile has verified the address on ******************** account and based on the coverage map, confirms her account address is in a good coverage area with no known issues.

Nevertheless, in an effort to amicably resolve ******************** concerns, our office will allow ****************** to return the above-referenced handsets directly to our *********** warehouse within 30 days of the date of this letter at:

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

Upon receipt of the handsets in acceptable, un-damaged condition, T-Mobile will apply a credit to the associated **** bringing the balances to zero. T-Mobile asks ****************** to include the complete handsets and her account information in the box and recommends the package be returned via a traceable carrier that can provide a tracking number when shipping. 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.

****** Sanchez
Executive Response

Customer Answer
Date: 08/02/2022

Complaint: 17564228

I am rejecting this response because:
I want the phone back that we traded. If we have to return theirs, we want ours back as well, they shouldn't be able to keep it.
Sincerely,

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

FILED ELECTRONICALLY

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

Re:      ****************************
Your File No. 17564228
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 2, 2022, regarding the above-referenced account.

T-Mobile regrets any additional concerns ****************** has regarding our previous response and appreciates the opportunity to address her concerns. Please note that trade-in devices cannot be returned to customers. When completing the trade-in, the customer agrees that the devices cannot be returned back to them. In the Trade-In Agreement instructions, the terms they agree to are:

"By accepting the Offer Price, you are giving up ownership of your device. This is a final transaction and non-refundable. Your device will not be returned except as required by the *** Program Terms or law."

The only exception to trade in returns is same day in-store transactions can possibly be post voided by Mobile Experts and the device can be returned if available.

T-Mobile will still allow ****************** to return her previously mentioned handsets directly to our *********** warehouse within 30 days of our original response dated August 2, 2022, to the following address:

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

Upon receipt of the handsets in acceptable, un-damaged condition, T-Mobile will apply a credit to the associated **** bringing the balances to zero. T-Mobile asks ***************** to include the complete handsets and her account information in the box and recommends the package be returned via a traceable carrier that can provide a tracking number when shipping. T-Mobile regrets any inconvenience to ******************.

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

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

Very truly yours,

T-MOBILE USA, INC.

***************************
Executive Response
Customer Answer
Date: 08/18/2022

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,

*************************
Customer Answer
Date: 10/06/2022
This is in regards to a previous complaint/case (#********). I did as requested by corporate TMobile per our agrrement, packed up 3 phones and a senior watch, paid for $2000 worth of insurance, and sent with tracking. I was notified by text that said package had been received on 9/02. Now I have received a bill basically telling me I'm being charged monthly per EIP. So I did what they told me to the letter, all equipment was in great shape, and they are renigging. So they want everything returned AND still expect me to pay for something I don't even have!?!? They are not holding up their end of the agreement.
Business Response
Date: 10/14/2022

October 14, 2022

FILED ELECTRONICALLY

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

Re:      ***************************
Your File No. 17564228
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated October 6, 2022,regarding the above-referenced account.

T-Mobile regrets any additional concerns ****************** has experienced regarding our previous responses and we appreciate the opportunity to address her concerns. As previously mentioned in our response to your office dated August 2, 2022, our office offered ****************** the ability to return her Family Connect Senior Watch associated with the mobile internet line ending in ****, ******* Galaxy S22 5G 256GB Black handset associated with the mobile number ending in ****, and TCL 30 XE 5G handset.

Our records reflect that these devices were returned to T-Mobile on September 2, 2022. Unfortunately, due to an unforeseen administrative error the handset closures were delayed. As of October 12, 2022, T-Mobiles Executive Response Team manually closed the above referenced account and handsets. ****************** will no longer be charged for these handsets. As the account is pending a final billing statement, T-Mobile will follow up on the account to confirm the account remains closed with a zero balance. T-Mobile regrets any inconvenience to ******************

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

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

Very truly yours,

T-MOBILE ***,INC.

***************************
Executive Response
Customer Answer
Date: 10/19/2022

Complaint: 17564228

I am rejecting this response because: they failed to mention the 3rd green ******* handset that was also returned at the same time as the aforementioned 2 handsets and senior watch. I want this to be over and done with,the representatives for TMobile have tried my trust in what they promise. I do not wish for them to come back in a few weeks and say I only returned a senior watch and 2 handsets. Once they list EVERYTHING that was returned, then and only then will I accept their response.

Sincerely,

*************************
Business Response
Date: 10/27/2022

October 27, 2022

FILED ELECTRONICALLY

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

Re:      *************************
Your File No. 17564228
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated October 25, 2022,regarding the above-referenced account. T-Mobile regrets any additional concerns ****************** has experienced regarding our previous responses, and we appreciate the opportunity to address her concerns once again.

We regret any possible misunderstanding related to the devices T-Mobile has received from ****************** In addition to the devices we noted in our prior response, we also received the ******* Galaxy S22 5G 128GB (Green)handset associated with the mobile number ending in ****, and it has been marked as returned. Our records reflect that all equipment previously mentioned in all of our previous responses to your office have been returned and the account reflects a zero balance with no outstanding requirements for ****************** to complete. 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
Customer Answer
Date: 11/01/2022

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.
I have 3 lines with TMOBILE, and for the last year I have been experiencing issues with 2 of those lines. Telephones ********** and ********** have constant drop calls, internet not working, people not hearing me on the other line when I call, no signal amongst other things. I have called in several times to customer service only to be offered a small credit here and there. I am not interested in any credit, I want my services that I have been paying for to work. It has been almost a year I am having this issue. I suspect that the issue is with the phones. I need some help please. thank you
Business Response
Date: 07/26/2022
July 26, 2022

FILED ELECTRONICALLY

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

Re: ***********************
T-Mobile Account Holder: Personal Touch Family Home LLC.
Your File No. 17571786
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 that T-Mobile records indicate the account holder of record is Personal Touch Family Home LLC, and that *********************** has been designated as an authorized user of the account.

********************** regrets hearing of Mr. ******* equipment concerns, and we appreciate the opportunity to respond. T-Mobile records reflect on November 22, 2021, **************** activated three lines of service which are subscribed to the Business Unlimited Select rate plan for $110.00 per month for the first two lines, and $20.00 per month for the third. The account is enrolled in AutoPay and receives a $5.00 discount each month per eligible line, and the third line receives a monthly credit of $15.00 as part of T-Mobiles 2021 Line On Us 12 promotion.

Further, on November 22, 2021, T-Mobile records reflect **************** utilized 24-month Equipment Installment Plans (EIP) to finance a Moto ONE 5G Ace with a cost of $11.00 per month, and two ***** X100 handsets at a cost of $10.50 per month, for each device. These device purchases qualified each of Mr. ******* lines of service to receive monthly Recurring Device Credits (RDC) to offset the cost of each handset as part of T-Mobiles 2021 Smartphone Activate P4 promotion.

Please note, by purchasing T-Mobile equipment, **************** receives 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 in December 2021, to report experiencing network connectivity issues with the ***** X100 handset, in use with mobile number ending in ****. All applicable troubleshooting steps have been completed; however, **************** has indicated the issues persist. On January 19, 2022, **************** received a replacement ***** X100 device under the Handset Exchange Program.

Regrettably, on March 28, 2022, **************** spoke with TEX again regarding issues with the ***** X100 handset in use with mobile number ending in **** and with the Moto ONE 5G Ace handset in use with mobile number ending in 3124. During this contact, **************** was referred to a T-Mobile retail location for further troubleshooting and to receive a replacement SIM card. Our records do not reflect if **************** proceeded to a retail location, as suggested.

Our office spoke briefly with **************** on July 26, 2022, to further discuss this matter; however, **************** indicated he would not be able to complete the conversation until next week. As such, we respectfully request **************** contact our office at the number listed below at his convenience, so we may work toward an amicable resolution. 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: 07/27/2022

Complaint: 17571786

I am rejecting this response because:

Sincerely,

***********************
Customer Answer
Date: 08/03/2022
Recomplane of phone service it has nothing to do with the business it my personal phone and they contact me last week but I was out of the country
Initial Complaint
Date:07/15/2022
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 2 sim cards on phone. Never got them. After 5 phone calls lasting 2 hours each, being passed around im told they will call me back. Why? cause SOMEHOW 4 cards got put on my order. Never call me back. I call them. 2 hours on phone. Told they fixed it, sending 2 cards. Never get them. Call back. Now a apple watch is on my account. I did not order this. This launch investigation. Never call me back. Several times I call. Dont call me back. Never get second set of cards, cancel service as I NEED a phone. ! They promise refund of 60 dollars. No refund instead I get a **** for 50 !! I cancel my bank card. They keep promising the refund. Never get it. Called 10 times. They just lie. Now I keep gettting billed WITH INTEREST for service I NEVER HAD. Calling is useless. They just pass you around and around for HOURS. Then promise its fixed. Refund coming, no more bills etc. No refund comes but the bills do.
Business Response
Date: 07/27/2022
July 27, 2022

FILED ELECTRONICALLY

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

Re: *********************
Your File No. 17571696
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 is pleased to report that we have resolved this matter to Ms. ***** satisfaction.

T-Mobile regrets any concerns ************ has with her account, and we appreciate the opportunity to address these matters. Records confirm that ************ activated her account on June 4, 2022. At the time of activation, ************ activated two voice lines ending in **** and ****, as well as two DIGITS lines ending in **** and 9242. Please note that the DIGITS lines can be used with watch devices. However, it is important to note that we have no record of T-Mobile sending ************ an Apple watch as indicated in her correspondence to your office.

Records confirm that on June 6, 2022, ************ contacted T-Mobile and advised she did not receive System Identifying Module (SIM) cards for her two voice lines listed above. As such,
T-Mobile placed a new order for two SIM cards under order number S120323022 and was delivered to ************ on June 13, 2022, via **** tracking number 92748927489010583428292634.

Regrettably, ************ elected to cancel her account on June 13, 2022, which was the same date her SIM cards were delivered to her billing address on file. Please note that as ************ was unable to use our services, T-Mobile agreed to credit all associated charges with the above-referenced account. As such, credits totaling $170.00 were applied to the above-referenced account, which left the account with a credit balance of $115.67.

On July 15, 2022, T-Mobile spoke with ************ and as a courtesy and in an effort to resolve this matter, we agreed to issue a $60.00 prepaid Mastercard refund, which should have been delivered to her billing address within ten business days. Please note that ************ accepted this offer as full resolution to her concerns. Please note, as ************ is not owed any further refunds, T-Mobile has agreed to remove any credit balances, which will leave the above-referenced account closed with a zero balance. It is also important to note that ************ will receive a revised final billing statement dated August 5, 2022, which will reflect the 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.

Marcos Chavez
Executive Response
Initial Complaint
Date:07/15/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In October of 2021 I was forced to switch from Sprint to T-mobile as I was informed that T-mobile bought Sprint and I would have to switch in January of 2022. I was informed I would get a free phone as I had insurance through Sprint and only needed a replacement due to a broken screen. They said they would give me a better phone and I asked several times to make sure it was free and was told yes. The details are in letter attached. I ended up on the phone with customer service in the store because the manager at the store said she needed them to make my **** the same as it was through Sprint which was $50 as I was a loyal customer. She said she could only put in a $80 **** option. I ended up sharing information back and forth between a customer service representative and the manager, which ended up being unprofessional. I was told to call after the phone was set up and it would be fixed. I did, several times and was then told they can't change my **** and I was paying for the phone. This results in over $2,000 in **** and phone fees that I did not agree to. I wrote the letter that customer service told me I had to do if I wanted my issue resolved and both mailed and faxed it over 2 months ago and have yet to receive a response. I am following through with what I said I was going to do as I feel it is unfair that big companies take advantage of customers. I am pleading you ensure justice is done. It is very sad that no one follows through with what they say they will do these days.
Business Response
Date: 08/03/2022

August 3, 2022

FILED ELECTRONICALLY

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

Re: *****************************
Your File No. 17571456
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 14, 2022, regarding the above-referenced account.

T-Mobile regrets any concerns ****************** has experienced with the above-referenced account, and we appreciate the opportunity to respond. T-Mobile records indicate on September 2, 2021, ****************** migrated from Sprint to T-Mobile and subscribed one voice line to our ******************* rate plan for $77.50 monthly with AutoPay. At that time, ****************** purchased a ******* Galaxy S21 Ultra through an Equipment Installment Plan (***) by agreeing to a series of 24 monthly installments of $50.00. Please note ****************** was enrolled in our 2021 Upgrade P9 promotion which has been providing her with Recurring Device Credits (RDC) of $8.34 per month. Please note, prior to the completion of an *** order, customers must provide an Electronic Signature (eSignature) which allows T-Mobile to electronically capture their acceptance of the *** Terms and Conditions.

Regarding Ms. ******** ******* issues, unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that *** interfere with actual *******, quality, and availability. We are always working to improve our coverage, and we regret any ******* issues ****************** *** have experienced. Although the coverage map at www.T-Mobile.com does not guarantee ******* availability, it predicts and approximates our wireless coverage area outdoors, which *** vary from location to location and *** change without notice. It is also important to note that T-Mobile is unable to guarantee the functionality of third-party apps, such as WhatsApp; however, should ****************** experience a *******-related issue in the future, it is important that she provide Team of Experts (TEX) details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note this information is critical to our ability to evaluate and troubleshoot ******* and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments. TEX can be reached at **************.

To resolve this matter, on August 2, 2022, T-Mobile contacted ****************** and agreed to change her rate plan to the Base Essentials rate plan for $40.00 plus tax monthly. In addition, T-Mobile closed out the remaining *** balance associated with the above-mentioned handset and therefore, ****************** will no longer be billed for this handset. Lastly, T-Mobile issued an account credit of $650.00 to the above-referenced account. As of the date of this correspondence, Ms. ******** account remains active with a credit balance of $670.00. We sincerely regret any inconvenience to ******************.

Please be assured T-Mobile strives to provide world-class ******* 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. ******** contact with our retail location.

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:07/15/2022
Type:Billing 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.
On June 27th I conducted a chat via text messaging with a T-mobile the agent I spoke to talked me into switching from the cell phone provider I was currently with and guaranteed I would be paying a lower monthly ****, and I could do the keep and switch rebate to which I would get 800. For each phone there were (3) so Id get $2,400. Dollars. Days and days go by numerous conversations with T-mobile being told different answers each time. I talked with one agent that told me I can pay off the equipment and rest assured Id receive a prepaid card totaling out to $2,400 dollars that I could use anywhere via Apple Pay or I could simply go withdrawn the funds from an *** so I wouldnt spend a large amount out of my own pocket that the rebate was a special they had to pay off devices from old provider. T-Mobile paying $2,400 dollars of the remaining total from ******* would have left me paying the remainder of $309.00. T-mobile sent rebate on a prepaid digital master card I couldnt get money out of the *** so I called, and they said unfortunately I couldnt get from the *** and apologized but reassured I again could use the card via Apple Pay. I now had ***** post to my personal account causing insufficient funds for 2 other bills totaling $70.00 so I now have paid ***** more. I then call as the rebate digital card they providing keeps being declined and the corporate lady said she didnt know why Im being told differently but she would transfer into my account I should see within 24 hours. I hang up and get an email transfer to be expected the 20th almost a week from today. I have a negative account no funds to pay for food and ********************** who keeps providing false information and wont give the money thats owed.In good faith from all the false information dr. ************ fees, and insufficient funds fee to my bank, all embarrassment from card declining, I ask for t-mobile to consider providing full rebate amount that I had to pay ******* $*****.
Business Response
Date: 07/28/2022

July 28, 2022

FILED ELECTRONICALLY

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

Re: *********************
Your File No. 17571272
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 our Keep and Switch program, and we appreciate the opportunity to respond. T-Mobiles Keep and Switch program offers customers from select carriers the option to port their number over to T-Mobile and keep their eligible phone and qualify for reimbursement of up to $800.00 for their remaining device payment plan with their previous provider. To be eligible for this offer, customers must submit a copy of their itemized final billing statement showing the final device balance at www.switch2t-mobile.com within 30 days of activation. The reimbursement amount is issued in the form of a virtual prepaid MasterCard within 30-days of their submission being approved.

Our records confirm that on June 27, 2022, ****************** activated three voice lines of service and subscribed to the *************************** rate plan at the rate of $110.00 for the first two lines and $25.00 for each additional line, per month. Each line is subscribed to the Protection 360 feature at the rate of $18.00 per line. As the account was enrolled in AutoPay, ****************** is eligible to receive a $5.00 monthly discount per line.

On July 1, 2022, our records reflect ****************** contacted T-Mobile as she was receiving error messages when attempting to register for the Keep and Switch offer online. It was noted on July 2, 2022, that our T-Mobile Rebate Team assisted ******************, and one submission was accepted. It is important to note that once the promotional requirements have been verified, customers should allow up to two weeks from submission to receive reimbursement. Customers will receive a text message confirming they have been approved and should expect reimbursement within one to three days via Virtual Express card from the receipt of their approval text message.

Please note the Virtual Express Prepaid Mastercard is issued by North **** and expires after the last day of the 6th month of issuance. In reference to how the card can be used, Terms and fee summaries are available on the card carrier is mailed to the customer. No ATM access and non-refillable. No cash advances $1,500 *** daily spending limit. T-Mobile regrets if ****************** was advised differently.
T-Mobile confirms that ****************** was able to utilize the issued credit card ending in **** with a balance of $2,400.00 and currently reflects a zero balance. Should Ms. Fellows require additional assistance regarding her reimbursement she can contact North **** Technologies, the card issuer, at **************.

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

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.

Amor *****
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