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

27,451 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:07/13/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
June 22, 2022 $35 usd T-Mobile web order for *** card on **************** post paid Order ID # is ************ was sent for *** card. Called back to inform them the *** card did not fit in my phone model due to a physical defect. Ordered a replacement *** card and was assured the *** card was sent to my shipping address. The *** card order was not processed by the T-Mobile employee. The call and interaction was not recorded or logged under my account. I re-ordered another *** card Under Order ID # is **************. When calling to confirm the order, I was told it was a *** card for my pre-paid account with a $10 usd charge.
Business Response
Date: 07/26/2022

July 26, 2022

FILED ELECTRONICALLY

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

Re: *****************
Your File No. 17561771
T-Mobile Account No. ********* & Prepaid No. ************

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 13, 2022, regarding the above-referenced account.

T-Mobile regrets any concerns ************ experienced regarding the above-referenced accounts, and we appreciate the opportunity to assist him. On June 22, 2022, ************ activated a mobile line of service ending in ********************************************************************** the amount of $35.00 for an assisted support fee. Our records indicate the *** card was delivered to ************ on June 24, 2022. It is important to note that ************ also had an active prepaid number ending *********************************************************** ****.

On July 11, 2022, ************ spoke with our Team of Experts (TEX) and ordered another *** card. In ************** correspondence to your office, he indicated he was charged $10.00 for the *** card. After review, we are unable to substantiate that he was charged for the *** card. Our records indicate that the *** card was delivered to ************ on July 14, 2022. We have no record that this *** card has been utilized by ************.

On July 15, 2022, ************ cancelled the above prepaid account after having his prepaid number ending in **** replace his postpaid mobile number ending in ****. Please note, the original *** card that ************ was utilizing with his prepaid account was successfully transferred along with his mobile number ending in ****, from his prepaid account to his postpaid account. As such, the above-referenced *** cards that were ordered were not required in order for ************ to successfully transition his mobile number ending in **** from his prepaid account to his postpaid account.

In an effort to amicably resolve ************** concerns, on July 25, 2022, T-Mobile issued a one-time **** credit the amount of $10.00 to account number ********* for the cost of a *** card. The **** credit updated the account to a credit balance of $10.00. 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: 07/27/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************
Initial Complaint
Date:07/13/2022
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 December 2021 I added 2 lines *************************** I was advised of a promotion fr a buy 1 get 1 free IPHONE 13. Every month since I have been getting billed $30.25 each (2 phones) for the "so called" free phone I was offered. Every month since December I have called TMOBILE ************* (7 months) every time they tell me they will fix the problem and they credit me the $30.25. It is now the middle of August and I am still getting charged for the 2nd phone. I want this problem FIXED, and the billing for the FREE phone stopped!!
Business Response
Date: 07/26/2022
July 26, 2022

FILED ELECTRONICALLY

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

Re: ***************************
Your File No. 17561760
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 13, 2022, regarding the above-referenced account.

T-Mobile regrets any concerns to ****************** regarding one of our recent promotions, and we appreciate the opportunity to assist her. From September 17, 2021, through January 5, 2022, T-Mobile offered our 2021 Apple Buy 2 P5 promotion. With this promotion customers that purchased an Apple iPhone 13 series handset were eligible to get another one on us after Recurring Device Credits (RDC) when they purchased both on an Equipment Installment Plan (EIP) and activated a new voice line. Please note, to keep the RDCs associated with this promotion, the mobile lines associated with the **** must remain active and not cancelled.

On December 17, 2021, ****************** added two mobile lines to her account ending in **** and **** and purchased two Apple iPhone 13 handsets on an Equipment Installment Plan (EIP). ****************** remitted a down payment totaling $147.98 plus taxes and agreed to 24-monthly installments in the amount of $30.25 for each Apple iPhone 13 handset. As such, ****************** was enrolled to our 2021 Apple Buy 2 P5 and began receiving monthly RDCs in the amount of $33.34 towards the Apple iPhone 13 EIP associated voice line ending in ****.

On January 1, 2022, ****************** transferred mobile line ending in 2006 from another account as a change of responsibility (COR) to her account. A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. The same day, ****************** cancelled mobile line ending in ****. On January 4, 2022, ****************** transferred mobile line ending in **** from another account as a COR to her account. Thereafter, ****************** cancelled mobile line ending in ****. As a result of mobile line ending in **** being cancelled, ****************** was unenrolled from the 2021 Apple Buy 2 P5 promotion.

As of the day ****************** was unenrolled from the 2021 Apple Buy 2 P5 promotion, records show that T-Mobile has manually issued credits towards the Apple iPhone 13 EIP associated voice line ending in **** as she indicated in her correspondence to your office. On July 25, 2022, in an effort to amicably resolve this matter, our office close out the remaining Apple iPhone 13 EIP balance associated voice line ending in **** in the amount of $514.25. 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

Customer Answer
Date: 07/28/2022
Complaint: 17561760

I am rejecting this response because:
When I contacted Tmobile in December, I advised them I wanted to port over 2 lines from Sprint to my account with Tmobile. YOUR team is the one who offered the promotion for the buy 1 Iphone 13 get ONE FREE.
YOUR Team has made ANY AND ALL changes to my account, and ADVISED me what was the best course to take. On January 1, 2022 the change of responsibility came from the request of Tmobile and what I needed to do. As a customer I rely on the ********************** TEAM to make all the necessary changes, and advised me that is what I needed to do. I think it is ridiculous, that I am expected to know HOW, or WHAT I need to do to take advantage of the Tmobile promotions, or how they work. If the notes were read on my account going back to December, you will then see that the Tmobile TEAM are the **** who have said there was an issue, and THEY would correct it, and manually adjust the monthly charges. I am APPAULED that you are putting the blame on me, and expecting me to pay on a phone I was offered for FREE??? If I wanted this type of service I would have stayed with Verizon. I expect Tmobile with HONOR the promotion I have been promised the last 8 months, and adjust the $514.25 OFF OF MY ACCOUNT. I really do no not think that is too much to ask, and I am absolutely positive it is NOT your intentions to want to lose a valuable customer.
Sincerely,

***************************
Initial Complaint
Date:07/13/2022
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've been reaching out to the terrible ******** customer service center for ******** and have been kept on loops. I tried to do a return at the start of these issues and customer care insisted I had to do their steps first and kept me in loops for months on end refusing to refund or even address my concerns I've repeatedly asked for management to contact me and they fail to do so and refuse to even speak to me when I call in. I've never been treated so ugly and horrible refused service refused help and refused answers. staff acknowledges they "need to create a solution" yet they fail to even come close to providing any real customer service.
Business Response
Date: 07/26/2022

July 26, 2022

FILED ELECTRONICALLY

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

Re: *************************
T-Mobile Account Holder: *****************************
Your File No. 17561720
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 13, 2022, regarding the above-referenced account. Please be advised that the account holder of record is *****************************, and T-Mobile has been able to confirm that he and ************************* are one and the same.

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 interactions with our Team of Experts (TEX).

T-Mobile regrets any concerns ******************** experienced regarding his Inseego 5G Hotspot. Records indicate that on July 24, 2021, ******************** purchased the Inseego 5G Hotspot for use on his Mobile Internet number ending in **** on T-Mobiles Equipment Installment Plan (***) program, wherein he remitted a required down payment of $264.00 plus the taxes on the full retail price and agreed to 24-monthly installments of $3.00. With his purchase, ******************** qualified for and took advantage of T-Mobiles 2021 Connected Device P8 offer where customers purchasing the Inseego 5G Hotspot would receive up to $168.00 off the purchase price v Recurring Device Credits (RDCs) off the ***. In Mr. ********* case, this equals $7.00 a month towards his $3.00 ***, issuing the remainder towards his account balance throughout the *** duration.

Records indicate that ******************** has contacted TEX regarding concerns associated with his Inseego device indicating that the *** card is not being read, had replacements sent, and experienced connectivity issues with it. T-Mobile makes every effort to diagnose equipment-related concerns, however, the Inseego 5G may experience issues indicating Invalid *** and the workaround for the device is to toggle airplane mode, Wi-Fi modes, and to power the device off and on until the manufacturer releases a software update to resolve the issue permanently. We regret any inconvenience to ********************.

On July 25, 2022, T-Mobile contacted ******************** and appreciated his feedback over his interactions with TEX. ******************** expressed his efforts in trying to maintain connectivity, and although he purchased equipment not sold by T-Mobile to address this matter, to resolve this matter, T-Mobile agreed to send ******************** a prepaid MasterCard in the amount of $800.00 made to his attention and will be delivered to his billing address within seven to ten business days. ******************** indicated that he wishes to keep the Mobile Internet number active as he has found a way to maintain connectivity using a non-T-Mobile router but on a plan with T-Mobile. Pursuant to our conversation, ******************** considers the matter resolved, and had no further concerns. T-Mobile regrets any inconvenience to ********************, and we appreciate his business.

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:07/13/2022
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 April 2021, I signed up for the T-Mobile ************************* for $100/Month. I've been charged that amount on a monthly basis for a year. In May 2022, after a year and without any warning or communication from T-Mobile, they started to charge me a much higher amount, $162.26, $140, $140 for the months of May, June and July respectively. I chatted with a T-Mobile representative to get an explanation and he informed me that my plan had been switched, without my permission, to the Magenta *** because they (a year later) couldn't verify my military status. I resubmitted my military verification online. I'm requesting a refund of $142.26. That's the amount T-Mobile has charged me for without my permission and in breach of our contract.
Business Response
Date: 07/27/2022
July 27, 2022

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 13, 2022, regarding the above-referenced account.

T-Mobile regrets any concerns ************************** experienced regarding a rate plan change. On April 2, 2021, ************************** activated the account and subscribed to our Magenta ************ rate plan for $110.00 per month for the first two lines of service. In addition, ************************** is enrolled in AutoPay and receives a discount on his rate plan each month,while maintaining enrollment.

Military customers are asked to verify their military status within 45 days of enrolling in our **************** rate plan. If customers do not verify their military status, consistent with the terms of service to which ************************** agreed, T-Mobiles system will automatically change the account to the comparable Magenta rate plan. Notifications are sent to customers reminding them to verify their military status throughout that 45-day period. If the rate plan is changed,notification is sent to customers to confirm the change. Although we have no record of receiving Mr. ************ military verification status within 45 days of enrollment, his military rate plan was not removed until May 3, 2022. Prior to the rate plan change, on March 11, 2022, and April 11, 2022, T-Mobile sent ************************** notifications asking that he submit his military status online. Regrettably, T-Mobile did not receive the verification and the rate plan was changed to our Magenta *** rate plan for $140.00 per month for the first two lines of service with the AutoPay discount.

Mr. ************ May 3, 2022, billing statement was in the amount of $162.26 and consisted of monthly access charges for the new Magenta *** rate plan, international call charges, and fees and taxes for the billing period from April 3, 2022, through May 2, 2022. On May 12, 2022, ************************** remitted payments to his account, totaling $20.01 bringing the balance to $142.25. On May 21, 2022, T-Mobile received payment from the method of payment ************************** provided through AutoPay in the amount of $142.25.

On June 1, 2022, ************************** remitted payment in the amount of $20.01, which created a credit balance in the amount of $20.01 and was used towards Mr. ************ following billing statement. Mr. ************ June 3, 2022, billing statement was in the amount of $119.99 and consisted of monthly access charges,and fees and taxes for the billing period from May 3, 2022, through June 2,2022. On June 21, 2022, T-Mobile received payment from the method of payment ************************** provided through AutoPay in the amount of $119.99.

On July 1, 2022, ************************** remitted payment in the amount of $20.01 which created a credit balance in the amount of $20.01 and was used towards Mr. ************ following billing statement. Mr. ************ July 3, 2022, billing statement was in the amount of $119.99 for monthly access charges, and fees and taxes for the billing period from June 3, 2022, through July 2, 2022. On July 10, 2022, ************************** changed his rate plan back to the Magenta ************ rate plan for $100.00 per month for the first two lines of service while remaining enrolled in AutoPay.

On July 14, 2022, ************************** remitted payment in the amount of $10.00 bringing the balance to $109.99. On July 21, 2022, T-Mobile received payment from the method of payment ************************** provided through AutoPay in the amount of $109.99. On July 25, 2022, ************************* remitted payment in the amount of $10.00 which created a credit balance in the amount of $10.00 and will be used towards his following billing statement.

On July 25, 2022, in an effort to resolve this matter,T-Mobiles **************** contacted ************************** and offered a credit in the amount of $142.26 for the rate plan change from our **************** rate plan which he accepted. The credit impacted the credit balance on the account in the amount of $10.00 and left an updated credit balance in the amount of $152.26 which will be used towards future monthly billing statements. T-Mobile regrets any inconvenience to **************************.

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

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

Very truly yours,

T-MOBILE USA, INC.

*************************
Executive Response
Initial Complaint
Date:07/13/2022
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 2/6/22, me and my Fianc went into T-Mobile at the ************************************************. to trade in our iPhones for new ones. We were told by an employee that we can both trade in our iPhones for brand new iPhone 13s. We were told by that store employee that this is a promotion going on right now and that the iPhone 13s will be free through monthly billing credits. We asked multiple times if the phones were really free and we were assured this is the promotion going on at the moment, that we qualified for. Our monthly **** should be $140, but they post it as $173.34 stating that the promotion we are on is half off iPhone 13. After calling each month, they gave us a credit to get to that $140, but T-mobile is now saying that we can not receive anymore credits because we do not qualify for the free iPhone 13. We spoke to T-mobile customer service and the store we bought the phones and were told the promotion ended 2/3/22 but we were told the promotion was still going on when we went into the store on 2/6/22. I spoke with T-mobile customer service ****** and supervisor *******) who has not been helping to rectify the situation, and even asked us to not leave a review and disconnecting the phone before we can do the survey. We should not be punished because a T-mobile employee gave the customer wrong information.
Business Response
Date: 07/25/2022

July 25, 2022

FILED ELECTRONICALLY

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

Re: *********************
T-Mobile Account Holder: ***********************
Your File No. 17561211
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 13, 2022, regarding the above-referenced account. Please be advised T-Mobile records indicate the account holder of record is ***********************, and he has designated ********************* as an authorized user of the account.

********************** regrets any concerns ************** has with any promotional offer associated with the account and we appreciate the opportunity to address this matter. T-Mobile records indicate on February 5, 2022, **************** agreed to and completed a Change of Responsibility (COR) for the mobile numbers ending in **** and ****. A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. It is important to note that a COR is not consider a new activation but a a change in the financial responsibility as described above.

On February 6, 2022, **************** qualified for and took advantage of our Equipment Installment Plan (***) with the purchase of two Apple iPhone 13 128GB handsets and was required to remit a down payment of $234.50 for each device plus applicable taxes on the full retail value of the handsets. **************** then agreed to a series of ************************** the amount of $47.14 per month for both handsets.

At the time of purchase, **************** qualified for and is actively enrolled in our 2022 Apple Trade P7 promotion which allowed customers to get up to 50% off the Apple iPhone 13 (max ****** of $400.00 via one-time trade-in credit and Recurring Device Credit (RDC)) when they purchased it on *** and traded-in a qualifying phone. Records reflect that **************** traded in an Apple iPhone 12 128GB handset and received an instant trade in credit of $340.00 and an Apple iPhone XS 64GB handset and received and instant trade in of $129.00. It is important to note that both trade in credits above were applied towards the down payment and applicable taxes mentioned above. Therefore, **************** will receive $60.00 in total RDCs for line **** and $271.00 in total RDC for line ****. This will provide **************** with the total promotional value of $400.00 off each of the Apple iPhone 13 128GB handsets mentioned above.

It is also important to note that between January 6, 2022 and February 3, 2022, T-Mobile offered our ******************* promotional offer which allowed new and existing customers get up to $800.00 off any iPhone 13 mini, iPhone 13, iPhone 13 Pro, iPhone 13 Pro **** iPhone 12 mini, iPhone 12, iPhone 12 Pro, or iPhone 12 Pro *** (via one-time trade-in credit and RDC) when they purchased it on ***, traded in an eligible device and had or moved to a qualifying rate plan or feature. T-Mobile was also offering our 2022 Apple Trade P5 promotion between February 4, 2022 and April 20, 2022 and offered $800.00 off and required the activation of a new line of service. Regrettably, the 2022 Apple Trade P6 offer was expired at the time of ****************** activation mentioned above and the 2022 Apple Trade P5 promotion required the activation of a new line which **************** did not do and instead completed a COR as outlined above. Therefore, it is our position that **************** is not eligible for these offers. T-Mobile regrets if ************** or **************** were advised otherwise.

Nevertheless, on July 22, 2022, T-Mobile spoke to ************** and apprised her of our findings mentioned above. Additionally, ************** was advised that her Team of Experts (TEX) had applied credits to the account totaling $133.36 to help resolve her promotional dispute. As an additional courtesy and in an effort to resolve **************** concerns amicably, on July 22, 2022, T-Mobile also offered to apply an additional account credit totaling $466.64. Including the courtesy credits applied by TEX totaling $133.36 and the total promotional value she will receive for the two 2022 Apple Trade P7 promotions above, this would be a total of $1,400.00 off the cost of the two Apple iPhone 13 128GB handsets. Regrettably, ************** has declined this offer.

As an alternative solution and although it is outside the allotted 14day return period provided to the customer to return their handsets, to amicably resolve this matter, T-Mobile will allow ************** the option to return both Apple iPhone 13 128GB handsets directly to our *********** warehouse within 14 days of the date of this letter at:

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

Upon receipt of the handset in acceptable, un-damaged condition, T-Mobile will apply a credit to the account for the final *** charges reflecting at the time of return. As of the date of this letter, the *** balance for both handsets total $895.28. Additionally, T-Mobile will credit any amounts paid towards the handsets since the *** activation date. Should ************** wish to accept this offer, T-Mobile asks ************** to include the complete handset 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.

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

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.

Marcos Chavez
Executive Response
Customer Answer
Date: 07/26/2022

Complaint: 17561211

I am rejecting this response because:
I was told we have 14 days to accept the extra credit taken off. I was never told that I have 14 days to send back the phones. We were told we could not get the original promotion because we do not have it in writing. We were told we would get this new "credit promotion" sent to us via email with his ******* information. We did not receive this information. How are we supposed to provide anything in writing when T-mobile refuses to send us any documentation each time? We have to write our own notes when we talk on the phone to document because we will not receive anything from T-mobile. How could I decline this credit when I never received it in writing? I only recieved Marcos' ******* information through his response to BBB and he has not answered my phone calls.

Sincerely,

*********************
Business Response
Date: 08/02/2022

August 2, 2022

FILED ELECTRONICALLY

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

Re: *********************
T-Mobile Account Holder: ***********************
Your File No. 17561211
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 29, 2022, regarding the above-referenced account. Please be advised as indicated in our previous correspondence, the account holder of record is ***********************, and he has designated ********************* as an authorized user of the account.

********************** regrets **************** continued concerns, and any difficulties reaching our office.
In **************** letter to your office, she indicated she was advised she would be sent an email from our office regarding the offer. Please note that we reviewed our records and confirmed that we advised we would provide our offers in writing to your office, and there is no mention of an email to be sent to **************. We regret any misunderstanding.

Records reflect on July 22, 2022, T-Mobile offered to apply an account credit of $466.6, which is in addition to the credits issued by her Team of Experts totaling $133.36 as mentioned in our previous correspondence to your office. Should ************** decline the account credit offer, we will allow the return of the Apple iPhone 13 128GB handsets to the address below.

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

Upon receipt of the handsets, T-Mobile will apply a credit to the account for the final Equipment Installment Plan (***) charges reflecting at the time of return. Finally, we will credit any amounts paid towards the handsets since the *** purchase date. Upon contacting ************** on August 1, 2022, we discussed the information mentioned above and advised her that T-Mobile will extend the above-mentioned offers through August 30, 2022, should she wish to accept either of them. T-Mobile regrets any inconvenience to **************, and we appreciate the opportunity to respond.

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:07/13/2022
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 am turning to you because I have been dealing with this issue for 7 long months now and I do not know who else to contact other the team that get results which is you guys. My issue started back in X-MAS 2021. I decided to surprise my wife with a new Iphone. Back then T-Mobile had a promotion if you purchase an IPhone 13 you get a second one FREE So I went to the T-Mobile store and purchased a brand new IPhone 13 for $999 for my wife and was given another IPhone 13 for myself. The Rep also told me about another promotion that T-Mobile was offering where you get a Free Andriod Phone for opening an additional line for $20 I decided tro get that promotion as well since it would a great gift for my father. I was told that as a First responder my monthly **** will be a total of $165 (Magenta *** first Responder Package all taxes and fees included $145) with the $20 for the additional line. A few days later I came across a T-Mobile AD stating that if you were to trade in your old IPhone, you would then receive a NEW IPhone 13 I called T-Mobile to inquire about the Promo which the Rep confirmed. He also informed me of an additional promotion where T-Mobile was giving the New Apple Wireless Airpod Pro for FREE after receiving a $130 Gift Card and paying a $49 fee I decided to take both Promotions as it would not increase my monthly **** and I would be getting the latest equipment. I sent them both my daughters IPhone XRs which were in excellent Condition. I received 2 NEW IPhone 13s along with 2 new Apple wireless Airpods. I was trilled up until I received my **** of approx $258. Thats when my nightmare began. Month after month I have been calling T-Mobile speaking to various reps and sups telling them my situation and having them adjust my **** accordingly. Each month I am promised that the situation has been resolved and each month my **** comes back to $240-$258. I am extremely frustrated at this point with dealing with T-Mobile
Business Response
Date: 07/26/2022
July 26, 2022

FILED ELECTRONICALLY

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

Re: *************************
Your File No. 17561363
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 13, 2022, regarding the above-referenced account.

T-Mobile regrets any concern the account may have caused ************** and appreciate the opportunity to address the concern. ************** activated his T-Mobile account on November 22, 2013, and currently has 6 voice lines active ending in 5312, 5670, 4809, ****, ****, and **** which are subscribed to the Magenta *** FR rate plan at the cost of $100.00 per month with AutoPay for the first two lines and $20.00 per month with AutoPay for each of the third, fourth, fifth, and sixth lines. Additionally, ************** has four Mobile Internet (MI) lines ending in 2386, 2387, 2411, and **** which are all subscribed to the Mobile Internet 500MB rate plan at the cost of $5.00 per month with AutoPay for two lines each and $10.00 per month for the additional two lines each. The account is subscribed to the ******* on Us feature for $5.29 per month plus tax, after the monthly discount of $14.70. T-Mobile records confirm that ************** is receiving the 2021 Line on Us P17 promotion for the line ending in ****, which provides a $20.00 per month credit.

Mr. ****** account was enrolled in our **************** which automatically deducts the balance owed on the account approximately two to three days prior to the **** due date using a stored credit card, debit card or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay and provides ************** with a $5.00 discount per eligible line, up to $40.00 for the account.

T-Mobile records confirm on December 24, 2021, ************** activated the voice line ending in ****. On December 24, 2021, ************** purchased an Apple iPhone 13 handset at the cost of $799.99 on our Equipment Installment Plan (***) for the voice line ending in 5670. ************** agreed to 24-monthly installments of $26.67. On December 28, 2021, ************** purchased two Apple iPhone 13 handsets at the cost of $799.99 per handset on our *** for the voice lines ending in **** and ****. ************** agreed to 24-monthly installments of $26.67 per handset. Taxes were paid at the time of purchase for each of the above-referenced transactions.

************** qualified for and is receiving the 2021 Apple Buy 2 P5 promotion for the line ending in ****, which is providing Recurring Device Credits (RDC) of $26.67 per month for 24 months. Additionally, ************** is receiving and qualified for the 2021 Apple Trade P16 promotion for the line ending in ****, which provided a deferred trade in credit of $51.00 for the Apple iPhone XR handset trade in and recurring device credits of $22.34 per month for 24 months.

On December 28, 2021, ************** purchased two Apple AirPod 3rd Gen *********** at the cost of $179.99 per accessory on our ***. ************** agreed to 12-monthly installments of $15.00 per accessory. Taxes are paid at the time of purchase per accessory. On December 30, 2021, ************** purchased a ************* 5G handset at the cost of $252.00 on our ***. ************** agreed to 24-monthly installments of $10.50. Taxes are paid at the time of purchase.

************** qualified for and is receiving the 2021 Smartphone Activate P4 promotion which is providing recurring device credits of $10.50 per month for 24 months. Additionally, ************** submitted for the 2021 Apple P1 promotion for the Apple AirPod 3rd Gen *********** purchased which can take up to 60 days for approval. 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. The total combined *** and monthly service amounted to $278.91 per month. T-Mobile was unable to locate a fourth Apple iPhone 13 handset purchased as described in Mr. ****** correspondence to your office.

On January 18, 2022, ************** remitted two payments of $130.00 each to be applied toward the two Apple AirPod 3rd Gen *********** which paid off the ****. Additionally, on March 5, 2022, ************** was approved for the 2021 Apple P1 promotion for which he was sent two virtual prepaid cards in the amount of $130.00 each. The new combined *** and monthly service amounted to $248.91. T-Mobile records confirm that ************** has been billed accurately and in accordance with his monthly services subscribed to, **** accepted, and promotions received.

************** has contacted our Team of Experts (TEX) for which he has been provided credits as a courtesy in an attempt to lower the monthly cost of his billing statements. Please note, these credits were provided with the explanation of what to expect for a monthly billing statement after each adjustment was provided. 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 Team of Experts and our retail location.

On July 26, 2022, our office successfully contacted ************** and provided a monthly **** breakdown as outlined above. ************** agreed to cancel the four MI lines ending in 2386, 2387, 2411, and **** due to not utilizing them, with an effective cancelation date of July 26, 2022. Additionally, our office closed out the **** for the three Apple iPhone13 handsets and ************* 5G handset as a courtesy for the promotional concerns. Please note, any corresponding promotions will be unenrolled. As a courtesy, our office applied a credit of $384.81 towards Mr. ****** account for the previous higher monthly billing statements dating back to the January 24, 2022, billing statement, which updated the account to a credit balance of $155.90. T-Mobile regrets any concern this may have caused **************.

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

Very truly yours,

T-MOBILE USA, INC.

***********************
Executive Response
Initial Complaint
Date:07/13/2022
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.
I called tmobile to get information on there pricing, plans etc. The person I was speaking to did not speak very good English misunderstood what I wanted signed me up for an account I had to call back and talk with someone else explain to them what happened that person told me the account was not active as the person before charged me for 2 **** card he ordered and they canceled the account told me I would be issued a refund that still has not happened at it was just about 30 days ago. On July 6th tmobile withdrew from Bank $120 they were not authorized to take when I called the person I spoke with told me I would have a refund in 3 days it is July 13th I did not recieve the refund and called again the first person I spoke with told me there was nothing she could do without an account number I explained to her I didn't have one she told me she couldn't help me without it so I asked to be transferred to a supervisor she said she couldn't without the account number I had to get rude and demand to talk to a supervisor at which time she told she would tell them I was refusing to give her any information so she could help me she put me on hold for 10 min then put me on with a supervisor I explained what the problem was he put me on hold at which I sat on for over 30 minutes and he never returned to the line. This company took money from my account that was not authorized and is now refusing to assist in anyway to issue a refund that is owed by them
Business Response
Date: 07/26/2022
July 26, 2022

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 13, 2022, regarding the above-referenced account.

T-Mobile regrets any concerns ************ experienced regarding her inquiry for T-Mobile service. Records reflect that on June 14, 2022, *********** contacted our ********************* and an order was submitted for two *** cards associated with two mobile numbers ending in **** and 9537. Upon submission, ************ was charged $70.00 in Assisted Support Charges, and the order details reflect that the payment method used was authorized to be enrolled in AutoPay. AutoPay is a free feature which automatically deducts monthly statement balances from a designated payment method. Records show that Ms. ***** account was activated on June 15, 2022, with the mobile numbers subscribed to T-Mobiles Magenta rate plan that had a base rate of $130.00 per month for two lines of service but received a $5.00 discount per line due to the AutoPay enrollment, reducing the cost to $120.00 while it was active.

Records show that the account was cancelled on June 17,2022, however AutoPay was not removed. A payment of $120.00 was applied to the account on July 6, 2022, and on July 7, 2022, AutoPay was cancelled. A refund request was submitted on July 14, 2022, in the amount of $118.00 which should have been reflected on Ms. ***** AutoPay method within one to three business days of submission. Upon further review, records did not reflect a refund request submitted for the Assisted Support Charges associated with the *** card orders of $70.00.

On July 25, 2022, T-Mobile submitted a request for a prepaid MasterCard to be delivered to Ms. ***** billing address, made to her attention, and in the amount of $72.00 for the assisted support charges as well as the remaining $2.00 for the payment made to the account. ************ can expect to receive it within **** business days.

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 our Team of Experts (TEX) Team. T-Mobile regrets any inconvenience to ************, and we appreciate the opportunity to resolve this matter.

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

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

Very truly yours,

T-MOBILE USA, INC.

*****************************
Executive Response
Customer Answer
Date: 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:07/13/2022
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.
A week ago I contacted T-Mobile to inquire about their prices and services. The salesperson gave me information that T-Mobile would buy out my contract with ******** I accepted the offer. I, at that time, paid $70 for the activation of the two devices. After receiving the *** cards to activate my service I was having trouble with getting reception. I called T-Mobile several times on Saturday, 7/9 from 10am to my last call at 7pm which at that time I was told that there was barely to no coverage in my area. Secondly, I was told that I needed to pay another $35 to activate my Apple watch, so I did. When speaking with another representative on Monday, 7/11, to check on my contract with ******* being paid for, I was told that they only paid out contracts for phones and not devices. Totally, contrary to what I was told by the salesperson. At that time I told the representative that I would need to be refunded my money which they declined. I would like my $105 refunded.
Business Response
Date: 07/26/2022
July 26, 2022

FILED ELECTRONICALLY

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

Re: ******* Harris
Your File No. 17561187
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 13, 2022, regarding the above-referenced account.

T-Mobile regrets any concerns **************** experienced regarding her activation experience, and we appreciate the opportunity to respond. T-Mobile records reflect that **************** activated the above-referenced account on July 5, 2022, with one voice line ending in **** which was enrolled in our Magenta *** 55+ taxes inclusive unlimited talk, text, and data rate plan for $70.00 per month. **************** also activated a Mobile Internet (MI) line ending in **** which was subscribed to our Mobile Internet 2GB taxes inclusive rate plan for $15.00 per month.

At the time of activation, **************** enrolled in 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. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. An additional benefit is that **************** receives a $5.00 credit per eligible line of service while enrolled in the AutoPay benefit.

Please note that at the time of activation, **************** was assessed Assisted Support Charges totaling $70.00. The Assisted Support Charge is a $35.00 charge per line for every postpaid activation of a new line of service. For device upgrades processed with Team of Experts (TEX), retail locations, or Telesales Team, an Upgrade Support fee is charged. T-Mobile offers self-help options to customers like ************** such as, T-Mobile.com or the T-Mobile App, to avoid the Assisted Support Charge and Upgrade Support fee. The Assisted Support Charge is refunded when a buyers remorse return is processed, and the new line is cancelled.

**************** first billing statement dated July 6, 2022, reflected a total balance in the amount of $75.00, which included monthly recurring charges and were due on July 26, 2022. However, as of July 11, 2022, **************** cancelled the voice line ending in **** when she elected to port the mobile number to another service provider. The arrangement to transfer the line of service was made directly with **************** new service provider and not with T-Mobile whose only involvement in this transaction was to cancel the line of service after **************** new service provider took control of it. In reviewing our records, T-Mobile first received a request to cancel the remaining MI line of service of service ending in **** on July 13, 2022, when **************** contacted T-Mobile. As the account was no longer active, **************** was not qualified for any reimbursement programs.

As of July 13, 2022, TEX has applied credits totaling $75.00 to the above-referenced account, resulting in a zero balance. **************** may contact T-Mobiles Telesales specialists at ************** to request a refund for the Upgrade Support Charge as the voice line and MI lines are now cancelled. 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:07/13/2022
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 have an iphone 13 pro *** thats locked to T-Mobile's network that I bought from Best Buy for the full price of the phone and even though the phone is paid off and its locked to the T-Mobile network, they refuse to unlock it! When I contacted T-Mobile about this problem they sent me to Apple since they are the manufacturer and that there was nothing they could do for me, I contacted Apple and I was told that only a carrier could unlock a phone for use on another network and they sent me back to T-Mobile. I contacted T-Mobile and informed them of what Apple informed me, they came up with another excuse saying that because I bought the phone from Best Buy that they were at fault for the phone not being unlockable and told me to contact them. I contacted them and they referred me back to T-Mobile as they are the carrier that the phone is locked to and informed me that they are the only ones who can unlock it since its locked to their network. I've been dealing with this for a week now and have been without a phone during that time!
Business Response
Date: 07/26/2022
July 26, 2022

FILED ELECTRONICALLY

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

Re: Kristjan ********
T-Mobile Account Holder: ******* ********
Your File No. 17561067
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 13, 2022, regarding the above-referenced account. Please be advised T-Mobile records indicate the account holder of record is ******* ********, and she has designated Kristjan as an authorized user of the account.

********************** regrets any concerns Mr. ******** experienced regarding a Mobile Device Unlock. If a customer purchased an Apple iPhone device from a third-party retailer, such as Best Buy, it automatically locks to the first SIM card inserted into the device. As such, if a T-Mobile SIM card is inserted into the device, the device will lock to **********************. T-Mobile assists customers with unlocking Apple iPhone devices as long as they were paid in full and do not have an installment plan with Best Buy. A request for the unlock is submitted and can take 48 to 72 hours to complete before the customer can successfully unlock the device.

On July 8, 2022, Mr. ******** contacted T-Mobiles Team of Experts (TEX) regarding the unlock of his Apple iPhone 13 ************** he purchased from Best Buy. Due to an inadvertent error, TEX advised Mr. ******** that the device shows locked, however, it should unlock automatically and as it was not unlocked, he was referred to Apple. On July 9, 2022, Mr. ******** contacted TEX to inquire again about the unlock and we advised of the 48-to-72-hour time frame. On July 12, 2022, Mr. ******** contacted TEX regarding the unlock and was referred to Apple for further support. We sincerely regret any inconvenience to Mr. ********.

On July 25, 2022, T-Mobiles **************** contacted Mr. ******** and assisted with approving the Mobile Device Unlock for Apple iPhone 13 ************** which did not carry a ****-hour time frame, and he was available to unlock it that same day. T-Mobile respectfully declines to refund Mr. ******** for this matter. 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. ********s recent contact with 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.

*************************
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,

Kristjan Gjokhila
Initial Complaint
Date:07/13/2022
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 am a customer of ********************** have been for a few years. On or about Dec. 5th I had paid off my cell phone and went in to see about an upgrade. When i went to the T-Mobile store in ******* **** the manager of the store is actually who helped me that day. I was looking at the phones and was actually trying to decide which I wanted to go with. The manager was actually back and forth to the bathroom because he ate to many keto chocolates. When we were talking, we decided to go with the the iPhone 13 strictly because he said that i qualified for a promotion which with me turning in my other phone i would qualify for an 800 credit and this would make me only needing to pay for the taxes and i did that on that day. I paid the taxes set up my phone and left my other paid off phone iPhone XR. i then started to get bills with me needing to pay payments on the phone I contacted support said it took a couple cycles then it would be credited any payments. it still has continued charging they now say i was not eligible for that promotion. I went back to the store the manager made a call and they then agreed to apply a 400 promotion to the phone and that they store would make a payment of 50 a week to make up for the mistake neither has happened and now the chat says I didn't qualify for that promotion. They are also now charging me 10 for a voice plan for another phone that the line is suspended and not used saying that is how they are able to keep the number for him. the person on that line went to another carrier we are only paying off the phone on that line because ut cracked the screen don't need the line or phone number.
Business Response
Date: 07/26/2022
July 26, 2022

FILED ELECTRONICALLY

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

Re: *******************************
T-Mobile Account Holder: Shilia Doherty
Your File No. 17560592
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 4, 2022, regarding the above-referenced account. Please be advised ******************************* is listed as an authorized user on Shilia ******** account.

T-Mobile regrets any concerns ****************** has regarding the account. T-Mobile records indicate on December 5, 2022, ****************** qualified for and took advantage of our Equipment Installment Plan (***) with the purchase of an Apple iPhone 13 handset. ****************** was not required to remit a down payment; however, she agreed to pay for the taxes on the full retail price. ****************** then agreed to a series of ************************** the amount of $26.67.

From September 17, 2021 through January 5, 2022, T-Mobile ran our 2021 Apple Trade P16 promotion wherein customers could get up to $1,000.00 off the Apple iPhone 13, iPhone 13 Pro, iPhone 13 Pro **** iPhone 13 mini, iPhone 12, iPhone 12 Pro, iPhone 12 Pro **** or iPhone 12 mini handset (via one-time trade-in credit and Recurring Device Credits (RDCs)) when they purchase it on ***, and trade in a qualifying phone while subscribed to an eligible rate plan. Select Well-Qualified buyers will have 30-month *** (and 30 RDCs) while all others will have our standard 24-month *** (and 24 RDCs) purchase option. Regretfully, the account was not enrolled in our 2021 Apple Trade P16 promotion.

T-Mobile records indicate the account may be placed on seasonal suspend once per 12 months for a maximum of 90 consecutive days. Please note the cost for a seasonal suspend is $10.00 plus tax per month plus the monthly installment for any financed equipment. ********************* request, the line of service ending in **** was seasonally suspended on May 21, 2022 and is scheduled to resume on August 19, 2022 so long as payments remain current through that date. If at any time the account goes into a past due status and the account is suspended for non-payment, the seasonal suspension will be removed.

Upon review of the account, in an effort to amicably resolve this matter, on July 26, 2022, T-Mobile removed the *** associated with the Apple iPhone 13 handset. ****************** may contact Team of Experts (TEX) at ************** should she wish to cancel the line of service ending ****.

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 our retail location. 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: 07/26/2022

Complaint: 17560592

I am rejecting this response because:
becUse I was told that the trade in for the iPhone 13 would cover the amount of purchase of the phone due to current promotion that was going on. I would never have traded in a paid off phone and got nothing I. Return I have already submitted chats from their employees that said that the would at least credit 400. This has not been done I didnt agree to to any payments because I was told by the manager of the t- mobile store that there would be none. This same manager later called customer service and was told they would credit the 400 and he agreed to pay the other 400 out of the store at 50 a month. Neither was done done. Has far as the line it was supposed to be totally shut off and just the payments for the phone be made. There was no communication about it just being a seasonal suspension because that person went with a mother company and got their own account. So the information in their reply is not accurate and is false . They also told me that the 10 dollars was so that t mobile could keep the number.

Sincerely,
******** Doherty
*******************************
Business Response
Date: 08/04/2022

August 4, 2022

FILED ELECTRONICALLY

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

Re: *******************************
T-Mobile Account Holder: ***************************
Your File No. 17560592
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 26, 2022, regarding the above-referenced account. T-Mobile records indicate the account holder of record is *******************************, and Ms. ******************************* has been designated as an authorized user of the account.

********************** regrets any concerns ****************** experienced regarding our promotional offers. On December 5, 2022, ****************** qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of an Apple iPhone 13 handset at a full retail cost of $799.99, plus taxes. ****************** was not required to remit a down payment, and she agreed to ************************** the amount of $26.67. Regrettably, T-Mobile is unable to substantiate ********************** claim that she was offered a one-time $400.00 credit and $50.00 monthly credits for a total value of $800.00.

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 T-Mobile.

However, to resolve ********************** promotion concerns, on January 28, 2022, TEX issued a one-time **** credit in the amount of $53.34 for two months worth of charges for the above-referenced, monthly EIP. Additionally, to amicably resolve ********************** concerns, on July 26, 2022, T-Mobile waived the remaining EIP balance for the above Apple iPhone 13 handset in the amount of $613.30. As such, ****************** will no longer be billed monthly for the handset. It is important to note, at the time Ms. ******** account received a one-time $613.30 EIP adjustment, she accepted the adjustment as a resolution to her concerns. It is T-Mobiles position that ****************** has received proper compensation for the handset promotion she is requesting.

Nevertheless, on August 3, 2022, T-Mobile issued an additional one-time **** credit in the amount of $133.35, ultimately providing ****************** with a total value of $799.99. Ms. ******** account remains active with a balance owed in the amount of $224.19 as of the date of this letter. 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.

Vanessa Quintana
Executive Response

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Complaint statuses

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Complaint statuses

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Complaint statuses

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Complaint statuses

Business Response

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Business Response

Complaint statuses

Business Response

Complaint statuses

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Complaint statuses

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Complaint statuses

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Complaint statuses

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Business Response

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