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Business Profile

Cell Phone Supplies

T-Mobile USA, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Supplies.

Complaints

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

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    Customer Complaints Summary

    • 27,457 total complaints in the last 3 years.
    • 8,071 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/13/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 moved my wifes line from **** to T-Mobile around March 31, 2022. Upon doing so I had an international calling plan on my account for my line ending in **** and it was removed by the representative at the store I learned on my call to T-Mobile on July 11, 2022. My **** is usually $125 monthly, I added my wifes line and an iPad and now my **** has been over $600-700 monthly. I did pay a **** of over $560 erroneously. I spoke with the representative on July 11, 2022 and she informed me that because the international calling plan was removed from my line that ends in **** I was not getting a discounted rate for calling ******* and that is why my **** has been higher than normal. This representative said she would submit a ticket to have the charges adjusted on my account and that she would place back the international calling plan on my account. In addition I asked the representative to note my account about all what we spoke about in regards to it being a error my international calling plan was removed at the same time I added a line of service and having my **** adjusted. My service was interrupted on July 13, 2022. I called and immediately asked to speak with a Supervisor and spoke with a gentleman who identified himself as a Manager. This person said he does not see any notes on my account in regards to the conversation I had 2 days ago (July 11, 2022) with the previous representative. This person said he would submit another ticket for my account to be reviewed. This is unacceptable! I can not go through this, T-Mobile made the mistake and now they are interrupting my service. I am being transferred every time to *************** and T-Mobile offers no ************* based customer service but does business successfully in *****************. I am not asking, I am demanding T-Mobile exude a modicum of competence at this time.

      Business Response

      Date: 07/26/2022

      July 26, 2022



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

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

      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 his billing concerns.  We appreciate the opportunity to respond. 

      We confirmed the account was activated on March 27, 2020, and currently has three active mobile lines.  The account is subscribed to our Sprint *********** plan. 

      A review of the account shows on March 31,2022, ****************** visited one of our retail store locations and processed a port-in request for phone number ending in 0465.  At that time, Mr. ******** phone number ending in **** was removed from the ******-****** ********************** plan.  This ******* plan allows customers located in another country to use international roaming when they use their Sprint devices for voice, text, or data *******s.  This includes accessing the web, using applications, and sending or receiving email.  We show that ******************, when using his device in *******, was billed international roaming charges at $3.00 per minute.  We regret any possible misunderstanding related to Mr. ******** ******* plan being changed.   

      We spoke with ****************** on July 25,2022.  During our discussion, we outlined the information above and confirmed he incurred invalid international roaming charges on his April 30, 2022, May 30, 2022, and June 30, 2022, invoices.  To address his billing concerns, we applied account credits totaling $1,019.33 to offset the international charges reflected on the three statements.  The account balance is now $395.36.  ****************** accepted our resolution and acknowledged that his concerns have been fully addressed.

      We appreciate ****************** taking time to provide details of his experience with our ************* department.  We value customer feedback.  Please be assured that the quality of ******* 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,

      ****************
      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:Product Issues
      Status:
      Resolved
      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 29th I entered into a promotional deal with T-Mobile. The promotion stated that if I traded in my old phone they would replace it with a new one, I traded in my I-Phone and got an Android that I was not happy with, I immediately called them and requested my old phone back, but they denied my request and sent me a return label, On June 30th I sent them the android phone back via **** This company is stating they did not receive the phone, but I have confirmation from *** they did receive the phone. I want a full refund of all money charged to my credit card.

      Customer Answer

      Date: 07/14/2022

      BBB ASSISTED CONSUMER OVER PHONE: 

       

      I spoke with Consumer ***************************** ************** who had filed this complaint with her local BBB and they submitted it for her when she called. She has some additions to her desired resolution:

      Total refund to her credit card of $124.99 which would include the $35. Upgrade support charge she was unaware of when purchasing the phone,  and to be credited for time without a phone June 30th July 9th 2022.

      Business Response

      Date: 07/26/2022


      July 26, 2022

      FILED ELECTRONICALLY

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

                  Re:                  *****************************
                              Your File No. 17560384
                              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 ****************** may have experienced regarding the account.  Our records show on June 29, 2022, ***************** purchased a *** Stylus 5G handset using our Equipment Installment Plan (EIP) option paying $54.75 for an Assisted Support fee charge, taxes for the full cost of the handset, and she agreed to 24-monthly installments of $10.75.  In addition, ****************** processed a trade in for an Apple iPhone 5S handset. As of the time of ****************** handset purchase,T-Mobile provided a 14-day return period, which allowed her to use the equipment to see if it met her needs.  If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable equipment financing agreement entered at the time of the original purchase.  Please be advised that T-Mobile was unable to substantiate ****************** claims that the handset was returned within the return period or thereafter.

      Furthermore, please note the trade-in of a device within the retail store is a final transaction.  Pursuant to the agreement signed at the time of the trade-in, ****************** agreed to and terms which included statements such as You are giving up full ownership rights to the Handset, the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law), and finally, By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions.

      As the handset does not show that it was received by T-Mobile all associated charges are considered valid.  On July 26, 2022, as a courtesy a credit of $247.25 was applied for the final EIP balance for the *** Stylus 5G handset.  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: 08/01/2022

       
      Complaint: 17560384

      I am rejecting this response because3rd:

      Sincerely,

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

      Customer Answer

      Date: 08/01/2022

      Even though I do agree with the credit of$247.25 and appreciate it, I do not consider it a "courtesy" credit. I discuss below my proof that the Stylus phone was delivered and signed off as receiving the package by T-Mobile. I have also spent one entire month of my life (time and effort) attempting to resolve this issue with T-Mobile. 

      The other issue still outstanding is regarding the defective 
      iPhoneSE T-Mobile mailed to me to replace the Stylus. This I discuss below after I give you a synopsis of my proof of return concerning the Stylus. My verification and proof of return of the Stylus is as follows. 

      I am attaching my copies of the *** label that ***** from TMobile emailed to my husband's cell phone, a copy of the receipt *** gave me June 30, 2022 when the package was shipped (Tracking# 1Z9E86E79007830940) and the Tracking Details from ***. This is proof the Stylus was delivered to T-Mobile on July 5, **** at 8:57 AM to your **********, ** location on the dock. The initials of the person receiving are TCO GRC (SEE ALL THESE ATTACHMENTS BELOW), 

      I just wanted T-Mobile to understand that I do have verification that the Stylus was delivered. What happened to it after it arrived at the warehouse is a question for the warehouse manager. 
      Originally, your T-Mobile location at ********************************. in **********, ** also lost all of my photos attempting to transfer those photos from my iPhone to the Stylus. I can never get those back! That particular location also charged me $35.00 for an Upgrade Support Charge which was never disclosed to me along with a Protection360 Plan that I didn't even know existed and was never discussed with me. 

      They did not go over the receipt with me before I left. She just put the receipt in the bag with my boxes and that was it. Is this a common practice with T-Mobile to charge customers for services without discussing them first? 

      While this was still going on with the Stylus, T-Mobile did send me a new iPhoneSE. When I received the phone, I was unable to hear people speak when they called me. I took the phone to a different TMobile store (not the original store I visited) and asked them to look at it and see if the settings needed to be adjusted. They said everything looked fine that it must be a defective phone. 

      Once again, I called T-Mobile's 800 number and they sent me a label addressed to a company by the name of Assurant. From what I was told, this is a company T-Mobile contracts to repair defective phones. The label to Assurant (SEE ATTACHMENT BELOW) was sent to my husband's cell phone because once again, I was without a phone. This label was through the United ********************** I took the package to the *********** and mailed it on July 16, 2022 at 12:44 PM and I received a receipt for that package (SEE ATTACHMENT BELOW). 

      I was told by T-Mobile that, as of yet, they still do not have that iPhoneSE checked in by Assurant. They also told me that my statement will reflect the cost of that phone until it is received. My statement will go from $73.56 to $111.00 per month.

      So it looks as if, once again, I will be paying for a phone I already returned. Also, if they charge me every month for the cost of the defective phone because they have not received it, will I receive a credit for the months they have charged me once the phone is received? One representative said I would not get a refund and one said I would. Which representative do I believe? Is more training needed at TMobile'! 

      I am unable to close out my complaint until I know exactly what the status of this defective iPhoneSE I mailed back via the *********** is resolved and I am confident of what my future statements will be. Once again, I should not be charged for a phone I DO NO HAVE. 

      The worst part of this entire situation is that I before this incident, I highly recommended T-Mobile to all my friends and relatives. Now I'm having second thoughts that I did so. 

      ******* Marquis 

       

      Business Response

      Date: 08/11/2022

      August 11,2022

      FILED ELECTRONICALLY

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

                  Re:                  *****************************
                              Your File No. 17560384
                              T-Mobile Account No. *********

      To Whom It May Concern:

      T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 1, 2022,regarding the above-referenced account.   

      T-Mobile regrets any continued concerns ****************** may have experienced regarding the account and appreciate the opportunity to respond. As previously mentioned in our correspondence dated July 26, 2022, our records show on June 29, 2022, ***************** purchased a *** Stylus 5G handset using our Equipment Installment Plan (EIP) option paying $54.75 for an Assisted Support fee charge, taxes for the full cost of the handset, and she agreed to 24-monthly installments of $10.75. On June 13, 2022, equipment protection was added to the line ending in ****.  Please be advised that notification of the $35.00 upgrade support charge was provided in the documents at the time of purchase and we apologize for any misunderstanding to ******************.

      On June 30, 2022,****************** purchased an Apple iPhone SE handset IMEI ending in **** using EIP agreeing to pay $17.92 for 24 months.  On July 12, 2022, ****************** contacted T-Mobile regarding the Apple iPhone SE handset not functioning and was provided a return tracking 1Z0545229096052197 to return the handset within the 14-day return period. Please be advised that the tracking number does not show utilized and the Apple iPhone SE IMEI ending in **** does not show received at the T-Mobile warehouse.

      Please be advised that tracking number 1Z9E86E79007830940, that ****************** provided in her correspondence to your office, shows delivered on July 5, 2022.  On July 14, 2022, the equipment protection on the line ending in **** was removed per ****************** request. On July 26, 2022,a credit of $247.25 was applied for the final EIP balance for the *** Stylus 5G handset. As of July 30, 2022, the *** Stylus 5G handset shows received by T-Mobile.

      On August 5,2022, a credit of $1.47 was applied for the pro-rated service charges of the equipment protection on the line ending in ****, leaving the account with a credit balance of $78.28.

      On August 10,2022, an additional credit of $65.50 was applied to the account for the down payment charges and one month of EIP charges for the *** Stylus 5G handset that shows received by T-Mobile, leaving the account with a credit balance of $143.78.  

      Although the Apple iPhone SE IMEI ending in **** does not show returned to T-Mobile during the return period or thereafter on August 10, 2022, as a gesture of goodwill the handset was marked as returned, and all EIP charges were adjusted in full.Please be advised previously billed monthly EIP charges for the handset will show as an adjustment on the following billing statement.

      Currently ***************** shows subscribed to T-Mobiles Essentials 55 plus rate plan for $65.00 plus taxes, and $17.92 for EIP charges for an Apple iPhone SE purchased on July 12, 2022. Therefore ****************** estimated monthly billing statement is $82.92 plus applicable taxes and fees.

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

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

    • Initial Complaint

      Date:07/13/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 went into the ****************************************************** store and entered into an agreement to receive 2 free Iphone 13s with the promotion they were offering at that time and are still offering now. This agreement was to be done "via 24-month credits when you switch & trade-in eligible device." While in the store, I was upgraded to the iPhone 13 Pro and iPhone 13 Pro *** and advised I would receive the same 24-month credits that I would have for the iPhone 13 and I would just pay the difference. The amount I would pay was said to be three dolls and some change for the Pro and six dollars and some change for the ***. I gave them two qualifying trade-ins (Galaxy Note 9 & a Galaxy 10). We went over what my monthly **** charges would be, and I was advised with everything the monthly total would be a little over $168.00. A few days after I left the store, I received a **** for over $200.00 so I called in and was again assured that what we agreed to in the store was correct. This high **** was due to the promotion not being applied yet and would be seen on my next ****. When the next **** came it was almost $200.00 so I called again. I have called every month since to get this resolved. During one call they told me that I didn't give them any phone, which was later discovered to be untrue, during another I was told that I agreed to a BOGO deal and that no deal exists where you get a free iPhone 13 with month **** credits, but that plan doesn't require trade-ins. Then they tried to say that I agreed to sell them my two phone for $86.00, which is ludicrous. I have talked to several representatives that have assured me this would be resolved, and they would call me back. No resolution has been reached and I have never received a call back. The store was closed for renovation a few days after this deal, but they are open again now and they have confirmed what we agreed to. This has gone on for 5-months. I want what I agreed to, nothing more and nothing less.

      Business Response

      Date: 07/25/2022

       
      July 25, 2022

      FILED ELECTRONICALLY

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

      Re:      ******* Holbrook 
      Your File No. 17560096 
      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 device promotions.  On March 5, 2022, ******************** activated the account and subscribed to T-Mobiles Magenta rate plan for $130.00 per month for two lines of service.  ******************** enrolled in AutoPay and receives a discount off her rate plan while maintaining enrollment.  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.  ******************** subscribed to our Protection 360 insurance feature for $18.00 each per month.  When ******************** activated her account, she was offered our Hometown 25% discount for new customers.  Between July 25, 2021, through May 4, 2022, T-Mobile offered new customers a 25% discount off qualifying rate plans when they activate one new voice line of service.  Additionally, ******************** took advantage of our ******* on Us offer and receives a discount on her ******* subscription charges.  

      Between February 4, 2022, and April 20, 2022, T-Mobile offered our ******************* promotion where customers that purchased an Apple iPhone 13 device series or Apple iPhone 12 device series could receive it free (up to $800.00 off the device via a one-time-trade in credit and recurring device credits) when the new device was purchased on EIP, a new line was activated, and a qualifying device was traded in.  Additionally, between February 4, 2022, through July 6, 2022, T-Mobile offered our 2022 Apple Buy 2 P2 promotion where customers that purchased an Apple iPhone 13 device series or Apple iPhone 12 device series could save $700.00 on a second one if the devices were both purchased on EIP, a new line was activated, and the account subscribed to a qualifying rate plan.  Please be advised that T-Mobile is currently offering similar promotions, however, ********************** account does not qualify for them as they began after her account was activated.  

      Upon activation, ******************** purchased an Apple iPhone 13 ************** and an Apple iPhone 13 Pro device on *********************** Equipment Installment Plan (EIP).  ******************** was not required to remit a down payment; however, she agreed to pay $147.00 for the taxes on the full retail price.  ******************** then agreed to a series of ************************** the amount of $45.84 for the Apple iPhone 13 ************** and $41.67 for the Apple iPhone 13 Pro device.  ******************** traded in a ******* Galaxy Note 9 device and received a trade in credit in the amount of $86.00 and a ******* Galaxy S10 device and received a trade in credit in the amount of $85.00.  In addition to the device purchases, ******************** purchased two Apple iPhone screen protectors and was charged two assisted support fees as the retail representatives assisted with the activation of the account.  ********************** charges for the above outlined transaction was in the amount of $296.78.  The trade-in credits for the ******* Galaxy Note 9 device and the ******* Galaxy S10 device totaling $171.00 were applied toward this total and ******************** remitted payment in the amount of $125.78 for the remaining amount.  Regrettably, ******************** was not enrolled in the 2022 Apple Trade P5 promotion, however, she was enrolled in the 2022 Apple Buy 2 P2 promotion and is receiving a recurring device credit in the amount of $29.17 on the line ending in 9201.  Based on ********************** trade-ins, she would have received $400.00 off the Apple iPhone 13 ************** and $400.00 off the Apple iPhone 13 Pro device for the 2022 Apple Trade P5 promotion.  

      ********************** first monthly billing statement was in the amount of $194.36 and consisted of monthly access charges, equipment charges, and fees and taxes for the billing period from March 6, 2022, through April 5, 2022.  This billing statement included the 2022 Apple Buy 2 P2 promotion, monthly recurring device credit.  The April 6, 2022, billing statement was in the amount of $196.56 and consisted of monthly access charges, equipment charges, ******* on Us charges, and fees and taxes for the billing period from April 6, 2022, through May 5, 2022.  

      Currently, ********************** estimated monthly access charges are in the amount of $195.00 and T-Mobile confirmed she is being charged correctly.  However, T-Mobile requests that ******************** contact our office at the number listed below so we may discuss options to work towards a favorable resolution of 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 ********************** contact with our retail location and Team of Experts (TEX).

      Based upon the above, we respectfully request that this matter against T-Mobile be closed.
       
      Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
       
       
      Very truly yours,
       
      T-MOBILE USA, INC. 

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

    • Initial Complaint

      Date:07/13/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 of 2022 I was notified by Credit Karma of a collection account on my Equifax credit report. I went to Equifax to view the alleged debt and saw that T-Mobile had reported to a collection agency that I was delinquent on an account since January of 2022. The account shows as assigned to the collection agency as February of 2022. I filed Bankruptcy in 2015 and also switched my mobile service provider to ******* in 2015. I owed no debt to T-Mobile.I have made repeated attempts to correct this without having to involve a lawyer to no avail. I have spent countless hours on the phone and visiting stores to verify my identity and explain that this debt is not mine.Most recently on FB messenger only to be told I have to contact the collection agency. T-Mobile is the creditor that sold this debt to the collection agency. According to the report it shows my first date of delinquency as January of 2022. This would not be possible due to the simple fact that I have had ******* since 2015 and prior to April of 2022 I had no delinquent accounts on my credit. I have been current with all of my creditors since 2015 when I filed bankruptcy.I need help getting this removed from my credit report as T-Mobile refuses to assist me. I have uploaded the collection as reported to Equifax.

      Business Response

      Date: 07/25/2022

       
      July 25, 2022

      FILED ELECTRONICALLY

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

      Re:     *************************
      Your File No. 17560048
      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. 
       
      We regret hearing of ******************** concerns regarding allegations of identity theft and the final balance on his T-Mobile account.  T-Mobile has completed its investigation of this matter and unfortunately, we have been unable to substantiate the allegation of fraud.  Please note, the contact number and billing address connected to the account reverse to ****************** in public records, in addition we validated all payments remitted to the account and the port out request including the mobile number ending in ****, which matches the contact number in the letter to your office. 

      T-Mobile records reflect, on January 20, 2008, ****************** activated his account and prior to service cancellation the account was subscribed to the Simple Choice North America unlimited Talk Text and 10GB Two Lines rate plan billed at a monthly rate of $100.00 with the lines of service ending in **** and ****.  The line ending in **** was enrolled in the JUMP 1.0 feature billed at a monthly rate of $10.00 and the line ending in **** was enrolled in the Device Protection feature billed at a monthly rate of $8.00.  The account was also subscribed to the North America 1GB **************** Up To 5GB rate plan billed at a monthly rate of $10.00 with the line of service ending in ****.  The line ending in **** was enrolled in the Mobile Internet JUMP 2.0 feature billed at a monthly rate of $10.00.  

      On January 9, 2015, ****************** qualified for and took advantage of our Equipment Installment Plans (EIP) with the purchase of one ******* Galaxy Note **** Black handset.  At the time of purchase, ******************** was not required to remitted a down payment yet paid for the equipment sales taxes and accepted 24-monthly installments in the amount of $24.97.   Following, on September 10, 2015, ****************** qualified for and took advantage of our JUMP! On Demand (JOD) with the lease of a ******* Galaxy S6 32GB handset.  This JOD did not require a capital cost reduction payment and had 18-monthly payments of $24.17 plus taxes with a Purchase Option Payment (POP) of $144.93 plus tax.  Based on the above, ******************** estimated monthly recurring charge was $187.14 plus applicable taxes and fees.

      On November 28, 2015, ****************** ported the mobile numbers ending in **** and **** to another service provider.  The arrangement to transfer the lines 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 lines the new wireless service provider took control of them.  In reviewing our records, T-Mobile did not receive a request to cancel the remaining line of service ending in **** and on February 4, 2016, this line was systematically canceled due non-payment, therefore cancelling the account.  It is important to note that if an account goes into a cancelled status, any remaining EIP and JOD balance is accelerated and added to the final billing statement.  If the leased device is not returned to T-Mobile, the POP of the leased device will be also accelerated and added to the final billing statement.  It should be mentioned, any time an account carries a past due balance, it is subject to suspension, cancelation and/or may be referred to a third-party collection agency.

      ****************** last payment remitted to the account was dated October 31, 2015, in the amount of $188.48 which covered services rendered through September 16, 2015.  The final billing statement dated February 17, 2016, reflected a balance of $1,376.74 which was due by March 9, 2016.  This balance included past due charges totaling $610.79 for monthly recurring charges, EIP monthly installments, JOD monthly payments, applicable taxes and fees billed between September 17, 2015, and January 16, 2016.  it also included the accelerated EIP balance of $274.67 for the ******* Galaxy Note **** Black handset and the accelerate JOD, POP and taxes totaling $491.28 for the ********************** handset.  It is T-Mobiles position that the balance of $1,376.74 is valid and owed.  On February 11, 2016, T-Mobile blocked the devices from use on T-Mobiles network and most other wireless carriers networks.  

      As payment was not remitted by the last due date listed as March 9, 2016, and T-Mobiles internal collection efforts were unsuccessful, on March 14, 2016, ******************** account was referred to a third-party collection agency, *************************** (ERS), for further collection efforts.  At that time, a collection fee in the amount of $101.86 was assessed to the account updating the balance to $1,478.60.  As ******************** account has remained unpaid, his account has been referred to multiple third party collection agencies and most recently on February 13, 2022, the account was referred to ****************************** (DAS) and currently resides with them.  T-Mobile recommends ****************** to contact DAS directly at ************** for further assistance and payment options.  We regret any inconvenience to ******************.

      It is important to outline the account reflects no records of bankruptcy filing.  As ****************** mentions he had filed bankruptcy around the time his T-Mobile account was canceled, he may submit the pertaining documents with his account and case number to our bankruptcy team for further review at the following address:

      T-Mobile USA, Inc.
      Bankruptcy Department
      PO BOX 53410
      ********, ** 98015-3410

      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. 

      Aika *******
      Executive Response

      Customer Answer

      Date: 07/26/2022

       
      Complaint: 17560048

      I am rejecting this response because:
      I never received any **** for this. Notification is required to show money owed. The collection if it was valid should also reflect the actual date the collection allegedly went in to effect. The notice reflects a 1st delinquency date of ******* 14 2022. It is not possible for my first delinquency to be ******* of 2022. That point is made clear based on Tmobile's response and the dates they claim this delinquency occurred. The fact is that I have had no delinquent accounts or collections since my bankruptcy in 2015. This needs to be removed from my credit report. I was never informed of this debt by Tmobile.
      Sincerely,

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

    • Initial Complaint

      Date:07/13/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a phone shown as factory unlocked to use for my own carrier IMEI *************** and all had gone well for a while until the phone wasn't able to use the sim anymore. I had gone around with my carrier in back and forths until I had been told the phone was blacklisted by t mobile for being apparently stolen. I've checked countless sites and they have all returned to me that my phone was factory unlocked so I do not even know how my phone had been able to be blacklisted from t mobile of all companies. I'd contacted every customer support line that was listed on their sites in an attempt to have it resolved yet every single time I was rejected with the explanation that they were unable to remove the blacklist despite the countless mentions from both others online and the sources of their official website. The fact that any phone carrier can just do this without notice is infuriating and now my phone which started as a factory unlocked phone is now a paperweight.

      Business Response

      Date: 07/26/2022

       

      July 25, 2022

      FILED ELECTRONICALLY

      Bureau Service 
      Better Business Bureau of 
      ******, ******, & Western **********
      1000 *************, Ste. 222
      ******, **  98327

      Re:*************
      Your File No. 17559623

      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 file number.

      T-Mobile regrets any concern ******** may have regarding his device block status and we appreciate the opportunity to respond to this matter. Please be advised that T-Mobile and other wireless carriers have created a database to block phones that have been lost, stolen, or obtained fraudulently from being reactivated. A phone is blocked by adding its unique serial number or International ********************** Equipment Identifier (IMEI) to a global database and within 24 hours, the device will be blocked from use on T-Mobiles and most other wireless carriers networks. T-Mobile introduced the blocking of IMEIs from our network to reduce the amount of handset fraud that occurs. By blocking the use of a handset that has been considered lost in transit or that was reported as stolen, T-Mobile significantly reduces the number of handsets that have been acquired by fraudulent methods for sale via third-party auction sites or black-market outlets. 

      We encourage customers to purchase devices through T-Mobile or our authorized dealers, and while we allow customers to bring their own device, it is possible that one purchased through a third-party, such as **** or *********** may be blocked on our network based upon its history. This is the case with the device referenced in ********** correspondence. Unfortunately, T-Mobile will not be able to have the device unlocked, and as such, it cannot be used on our network. ******** should contact the third-party from whom he purchased the device. Should ******** like to purchase a device directly from **********************, he may contact our Team of Experts (TEX) at ************ to discuss handset options. T-Mobile regrets any inconvenience to ********.

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

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


      Very truly yours,

      T-MOBILE USA, INC.

      Marcos Chavez 
      Executive Response

      Customer Answer

      Date: 07/26/2022

       
      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:Customer Service Issues
      Status:
      Answered
      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 I decided to switch cell phone service carriers, and cancelled my service with tmobile. I made sure that the account was paid in full and the account was closed. I received a statement in February stating i had a ******* dollar amount on my account. I called and they verified that I did, and they stated they would not credit my money back until after 60 days of closing my account. Since then I have waited 60 days plus more. Again i called a few others times trying to get the cash back to me. Either I got disconnected, hung up on, or had to repeat my story 10 times because no one could clearly say they will send a check. I called yesterday once and asked to speak to a supervisor and during the transfer the call dropped. I called back and asked again after explaining my story again, this person said they could issue an electronic check in 3-5 days, at that point I wanted to speak to a manager, upsetting me knowing I already waited 2 months and now to wait more days. I have no documentation of anything since I do not have an account to login or for proof of conversations. THIS IS WRONG, and cry out of frustration. PLEASE HELP!

      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. 17559535 
      T-Mobile Account No. *********
       
      To Whom It May Concern:
       
      T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 12, 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 inconvenience **************** experienced and we appreciate the opportunity to address her concerns.  Our records indicate on December 12, 2021, **************** activate his account with three lines of service with the numbers ending ****, **** and **** and was subscribed to the Magenta *** rate plan at $150.00 per month for the first two lines of service and $35.00 per month for the additional line of service for a total of $185.00 per month. 

      **************** subscribed to the optional *************** which automatically removed funds from Mr. ******* chosen payment method, bank account or credit card, and applies the funds to their account as a payment two days before the due date.  When combined with the Magenta *** rate plan, **************** received a $5.00 discount per line to update the monthly recurring charges to $170.00 per month.  Further review confirms **************** qualified and received the benefit of the 2021 Line on Us P12 offer and as such, his account received a monthly credit of $30.00 to cover the monthly costs of the additional line of service updating the monthly recurring charges of $140.00 per month. 

      Mr. ******* account was billed by a system known as **** current.  This means charges for Mr. ******* rate plan were billed in advance of the service being provided and became due within that billing cycle.  For instance, Mr. ******* billing cycle ran from the 13th of one month through the 12th of the next month and as such, the **** due date was on 5th of month prior to the start of the new billing cycle and AutoPay automatically would draft the payment on or around the 3rd of the month.  

      On January 8, 2022, **************** cancelled the lines of service ending in **** and **** by porting out the numbers to another service provider, however, the line of service ending in **** remained active and as such, Mr. ******* account continued to accrue new monthly charges.  Please note, T-Mobile could not locate any records of Mr. ******* request to cancel the remaining line of service or AutoPay.  

      Regretfully, **************** financial institution declined all payments that were attempted through AutoPay and as such, on February 16, 2022, the account was fully suspended for non-payment.  As such, Mr. ******* account produced a new billing statement dated February 12, 2022, in the amount of $312.16, which included the accumulated past due balances of $162.16 and new monthly recurring charges of $150.00, and it was due on March 3, 2022.  

      On March 3, 2022, pursuant Mr. ******* request, the remaining line of service ending in **** was cancelled.  Additionally, T-Mobile issues credits of $162.16 leaving a revised balance of $150.00 which **************** remitted in full leaving his account with a zero balance.

      However, due to the account cancellation, Mr. ******* account received a proration of his monthly recurring charges and as such, a credit balance of $127.41 was left on his account.  Please note, customers must wait a minimum of 30 days after cancellation for the final billing statement to process before a refund request can be submitted.  Our records confirm multiple attempts were made to provide a refund for the overpayment amount of $127.41 after the allotted timeframe, regretfully, due to an inadvertent error, these were declined.

      As such, on July 20, 2022, to resolve Ms. ******* concerns, the refund of $127.41 was processed and approved to be provided in the form of prepaid card mailed to Mr. ******* billing address of record.  **************** should allow up to ten (10) business days for processing and delivery.  Mr. ******* account remains cancelled with a zero balance.  T-Mobile regrets any inconvenience **************** experienced.  
       
      Based upon the above, we respectfully request that this matter against T-Mobile be closed.
       
      Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
       
       
      Very truly yours,
       
      T-MOBILE USA, INC. 

      Josh Ortiz 
      Executive Response

      Customer Answer

      Date: 07/28/2022

       
      Complaint: 17559535

      I am rejecting this response because:

      With all the frustration and inconvenience I have dealt with I do not want this complaint closed until I actually receive in hand the money that I have been owed from months ago. This situation has caused me such unnecessary stress and could of all been avoided if the employees knew how to do there job. So now I have overpaid my account and have been fighting for months to get my money back. Unacceptable. So again I do not want this complaint closed until the gift card is in my hand, because I do not trust the company and just want my money. It has already been 8 days and still have not received. I will close the complaint if received before the ten days, but if not received I will be following up with even more aggravation. Also I do not want to hear any excuses that it is the post offices fault for possible delay. Thanks.

      Sincerely,

      *************************
      Sincerely,

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

    • Initial Complaint

      Date:07/13/2022

      Type:Product Issues
      Status:
      Resolved
      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 2, 2022 I came across an Ad on ************ from TMobile advertising home wifi for $50 a month. I thought it was a great deal so I signed up. I received the modem and hooked everything up. The wifi signal was very poor and not what they promised for my area. Upon initial sign up I agreed to do automatic payments per month to withdraw out my account for the ****. They have a 15 day trial period to try out the equipment, if I didnt like it then I can ship it back and not be charged. They received their equipment back during the trial yet they still continue to take money out my account. They did not close my account and or cancel my automatic payments being I do not want their service. I called and they said they could not do a refund to my bank, but they will send me a prepaid card in the mail in the amount of what I had been charged. It is going on 2 weeks now and I have not received this prepaid card. Now Im receiving past due bills in the mail for a service I dont even have. Their customer service is unprofessional and very uneducated on how to help resolved customer problems. I am 38 years old and never in my life had to deal with a company that doesnt know how to operate transactions. It seems they hire anyone off the streets and definitely run their customer service call center out of a different country being all their accents are so deep I can not even decipher what they are saying and I was probably agreeing to things that I have no idea what I was understanding. Which now I feel is a conflict, especially when it comes to signing contracts. I want my review to leave a very negative impact of TMobile in hopes no one else has to deal with this ridiculousness.

      Business Response

      Date: 07/25/2022

      July 25, 2022

      FILED ELECTRONICALLY

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

      Re:      *******************
                              Your File No. 17559438
      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 her concern.  **************** activated her T-Mobile account on June 2, 2022, and prior to cancellation she had one mobile internet line active ending in ****, which was subscribed to the T-Mobile Home Internet rate plan at the cost of $50.00 per month which included a $5.00 AutoPay discount.  **************** was taking advantage of T-Mobile Test Drive T-Mobile Home Internet offer which allows a consumer to utilize our home internet services worry free for 15 days and must contact T-Mobile to cancel the account and start the return process for the modem on or before the 15th day.

      The billing statement dated June 3, 2022, was sent in the amount of $50.00 due June 23, 2022, which consisted of monthly service charges from June 3, 2022, to July 2, 2022.  *************** contacted our Team of Experts (TEX) on June 16, 2022, to cancel the account and return the modem. Pursuant to her request, the account was cancelled, and **************** was sent a return label via email.  Ms. ******* AutoPay remitted a payment towards the account on June 21, 2022, in the amount of $50.00, which updated the account balance to zero. Please note that customers who are on AutoPay will have payments automatically remitted for any balance due two days prior to the due date, however, as **************** was part of the Test Drive T-Mobile Home Internet, T-Mobile will issue a refund within one to two **** cycles.

       T-Mobile records confirm that modem was received by T-Mobile on June 28, 2022.  **************** contacted her TEX on June 29,2022, to request a refund for which a refund was filed but declined due to the incorrect information placed on the refund form.  On June 30, 2022, **************** was provided an adjustment of $23.83 for the payment remitted via AutoPay which updated the account to a credit balance of $23.83.

      On July 2, 2022, Ms. ******* payment remitted on June 21,2022, was returned unpaid and charged back to the account. In addition, the account was assessed a $25.00 returned payment fee updating the account balance to $51.17.  At this time, T-Mobile records confirm that Ms. ******* AutoPay was removed due to the returned payment.  The billing statement dated July 3, 2022, was sent in the amount of $38.16 due July 23, 2022, which consisted of a past due balance of $51.17 and prorated adjustments of $13.01. 

      To amicably resolve Ms. ******* concerns on July 21, 2022,our office adjusted $38.16 which updated the account balance to zero.  Ms. ******* T-Mobile account is closed with a zero balance.  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 ***,INC.


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

      Customer Answer

      Date: 07/26/2022

       
      Complaint: 17559438

      I am rejecting this response because:
      I in fact DID NOT receive any type of refund! I have PROOF in my bank statement if the $50 charge being made, and not reimbursed!!!! I am currently fighting it with my bank to get it removed!! I also never received this gift card of this supposed refund since their workers are too ignorant to figure out how to reimburse back into my checking account that they have on file. Now suddenly theyre going to say I tacked on all these imaginary fees that they do graciously forgave to make their self look better. Everything was returned before the 15 day trial was up. I am going through h*** with this company. I have never in my life had to deal with such nonsense over a simple freaking refund because they do not know how to conduct transactions. I pay for anyone else having to do business with this c*** wad of a cheap company. 
      Sincerely,

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

      Business Response

      Date: 08/01/2022


      August 1, 2022

      FILED ELECTRONICALLY

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

      Re:      *******************
      Your File No. 17559438
      ********************** Account No. *********

      To Whom It May Concern:

      T-Mobile USA, Inc.(**********************) is in receipt of your correspondence dated July 22, 2022,regarding the above-referenced account.  

      ********************** regrets any continued concern the payment may have caused **************** and we appreciate the opportunity to respond.  In our response to your office dated July 25, 2022, we advised of the line ending in ****, the monthly cost of service and plan it was subscribed to, the payment remitted via AutoPay on June 21, 2022, and the fact that the payment was returned unpaid by Ms. ******* financial institution on July 2, 2022.  Additionally, we advised of the adjustment of $38.16 that was applied to the account on July 21,2022, which updated the account balance to zero.

      As the payment dated June 21,2022, was returned unpaid, ********************** is no longer in possession of the funds from that payment.  ********************** recommends **************** contact her financial institution regarding the status of the funds from the returned payment.  Since the only payment received to the account was returned unpaid, ********************** respectfully declines Ms. ******* refund request.  Ms.******* ********************** account remains closed with a zero balance. ********************** 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 ***,INC.


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

      Customer Answer

      Date: 08/09/2022

       
      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. Although, me nor my family will ever do business again with T-Mobile. 

      Sincerely,

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

    • Initial Complaint

      Date:07/13/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Please ref BBB Complaint # ******** Since this complaint was filed our service has been turned off without any notice or when I try to set up a payment arrangement the app and online service will not let me. The next day services is turned off- which cost $68.00 each time. This last time on 7/8/2022 I paid $36.00 and tried all day to set up payment arrangement, the system would not allowed me and stated it there was an error. I tried the next morning and services was turned off. Which I was charged $68.00 AGAIN. We have had services cut off three (3) times since this complaint. The reason why I know it is due to our complaint in May. There was a time we was two months behind and NEVER got services turned off. now its been turned off three (3) times within a two month. Now I cant pay at a store, I am forced to use my bank account- or my services will be discounted.Clearly both "customer" and provider are unhappy- so let us leave! I feel we shouldn't have to pay to leave since your company lied to get us to sign up for services and it's been nonstop harassment from your company. I am trying to keep from going to our local news station and ********

      Business Response

      Date: 07/25/2022

       
      July 25, 2022

      FILED ELECTRONICALLY

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

      Re:      ****** Lee 
      Your File No. 17559409
      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 we have made attempts to contact **********, which have proven unsuccessful.  As such, T-Mobile will make every effort to address ************ concerns within this letter.  
         
      T-Mobile regrets any concerns to ********** regarding his above account and we appreciate the opportunity to assist him.  On February 19, 2022, ********** remitted a payment in the amount of $252.15 which was for monthly access charges, taxes, and fees for the billing period of January 12, 2022, through February 11, 2022.  As a result, the account reflected a zero balance at that time.  However, on February 28, 2022, the February 19, 2022, payment of $252.15 was returned to T-Mobile by ************ financial institution.  As a result, the payment amount of $252.15 was returned to the account balance due immediately.  

      As of the billing statement dated May 12, 2022, the above account reflected a balance owed in the amount of $406.76, which consisted of a past-due balance in the amount of $200.66 for monthly access charges, taxes, and fees for the billing period of April 12, 2022, through May 11, 2022, and new charges in the amount of $206.10 for monthly access charges, taxes, and fees for the billing period of May 12, 2022, through June 11, 2022.  Payment for the past-due amount was due immediately, while payment for the new charges was due June 4, 2022.

      On May 19, 2022, ********** remitted a payment in the amount of $150.66, reducing the balance owed to $256.10.  However, on May 31, 2022, the May 19, 2022,payment of $150.66 was returned to T-Mobile by ************ financial institution.  As a result, the payment amount of $150.66 was returned to the account balance, along with a returned payment fee in the amount of $10.00, updating the account balance to $416.76.   As the above payments were returned to T-Mobile by ************ financial institution, the account was blocked from being able to remit further payment via electronic check and from processing payment arrangements through T-Mobile and through My T-Mobile.com via future dated check.  As such, ********** can remit a payment with cash or credit card.             

      On June 9, 2022, ********** remitted a payment in the amount of $129.00, reducing the account to a balance in the amount of $287.76.  The billing statement dated June 12, 2022, reflected a balance owed in the amount of $493.86.  The billing statement included a past-due balance of $287.76, and new charges in the amount of $206.10 for monthly access charges, taxes, and fees for the billing period of June 12, 2022, through July 11, 2022.   

      On June 11, 2022, the account was suspended as a result of non-payment.  On June 12, 2022, ********** remitted a payment in the amount of $68.12, reducing the balance owed to $425.74.  Additionally, ********** set up a two-part payment arrangement through My *********** with a credit card and agreed to remit a payment in the amount of $144.32 on June 19, 2022, and a payment in the amount of $144.32 on July 3, 2022.  As a result, the account was restored from suspension, and three restore from suspend fees of $20.00 plus tax per line of service were assessed to the account totaling $69.00, updating the account balance to $494.74.  

      On June 19, 2022, the payment of $144.32 scheduled to be remitted that day was rejected by ************ financial institution, causing a failed payment arrangement.  As a result, on June 21, 2022, the account was suspended and the payment arrangement above was removed.  On June 22, 2022, ********** set up another two-part payment arrangement through My T-Mobile.com, and agreed to remit a payment in the amount of $177.05 on June 29, 2022, and a payment in the amount of $177.05 on July 4, 2022, via credit card.  The above account was restored from suspension, and three restore from suspend fees and taxes totaling $69.00 were assessed to the account, updating the balance to $563.74.    

      On July 1, 2022, ********** remitted a payment in the amount of $177.05, reducing the balance owed to $386.69.  Regrettably, the payment arrangement set for July 4, 2022rejected by ************ financial institution, causing a failed payment arrangement.  As a result, on July 7, 2022, the account was once again suspended.  On July 7, 2022, ********** remitted a payment in the amount of $39.05, reducing the balance owed to $347.64.  On July 8, 2022, ********** set up another two-part payment arrangement with his credit card through My T-Mobile.com, and agreed to remit a payment in the amount of $208.74 on July 15, 2022, and a payment in the amount of $208.74 on July 29, 2022.  At that time, the account was restored from suspension, and three restore from suspend fees plus taxes totaling $69.84 were assessed to the account, updating the balance owed to $417.48.    
        
      The billing statement dated July 12, 2022, reflected a balance owed in the amount of $653.37.  The billing statement included the past-due balance of $417.48, and new charges in the amount of $235.89 for monthly access charges, taxes, and fees for the billing period of July 12, 2022, through August 11, 2022.  The payment scheduled to be remitted on July 15, 2022, was rejected by ************ financial institution, causing a failed payment arrangement.  As a result, on July 18, 2022, the account was suspended.  On July 19, 2022, ********** remitted a payment in the amount of $65.46, reducing the balance owed to $587.91.  ********** set up another two-part payment arrangement on My T-Mobile.com with his credit card, and agreed to remit a payment in the amount of $328.88 on July 19, 2022, and a payment in the amount of $328.88 on July 26, 2022.  As a result, the above account was restored from suspension.  Three restore from suspend fees and taxes totaling $69.84 were applied to the account, updating the balance owed to $657.75.    

      Please note prior to each service interruption, T-Mobile provided ********** multiple notices the account was past due.  These notices were provided in the monthly billing statement and
      through text messages.  We encourage ********** to monitor his balance in the future by dialing #BAL# and hitting send from his handset or calling our Team of Experts  (TEX) at **************.  Based on the above, it is T-Mobiles position the balance of $657.75 is valid and owed, and we respectfully decline any compensation for this matter.  We regret any inconvenience to **********.

      Based upon the above, we respectfully request that this matter against T-Mobile be closed.
       
      Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
       
       
      Very truly yours,
       
      T-MOBILE USA, INC. 

      ***** Rivas 
      Executive Response

    • Initial Complaint

      Date:07/12/2022

      Type:Product Issues
      Status:
      Resolved
      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 ordered a device online had it shippedto my home but no device came only a sim card i have screenshots showing it was deliveredbut only a sim card came .

      Business Response

      Date: 07/22/2022

      July 22, 2022

      FILED ELECTRONICALLY

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

      Re:      ***************************
      Your File No. 17559296
      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 **************** has regarding her order.  T-Mobile records indicate a order was placed for **************** on July 9, 2022 which included a Mobile Internet (MI) line of service ending in **** to be activated with our Magenta Tablet rate plan for $25.00 per month after a voice line discount.  A MI SIM card was included in the order.  However, regretfully,a tablet was not included in the order.

      Upon corresponding with **************** via email on July 20, 2022 and July 22, 2022, she has confirmed that her concerns have been address to a 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 ********


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

      Customer Answer

      Date: 07/22/2022

       
      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:07/12/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 a customer with ********************** for ***** and even before with Cingular. I pay monthly insurance. I began having a problem with my ** android about 4 months ago and filed a claim and paid the deductible. They sent me the same ** and a week later I was having problems with that phone. Then I called TMobile and the gentleman told me that I should upgrade my phone to a 5G phone and offered me the REVV5. I agreed because I had the ** for a couple of years. I paid the upgrade fees of over $50. I received the phone the next day. I was able to setup the REVV5 yet the text messages would not transfer, and the phone app would not stay open to make calls and would crash upon opening. I eventually downloaded replacement apps. I still experienced issues with the replacement but found work arounds, but the main problem of the phone app crashing upon opening was consistent even with the replacement app. I eventually began making calls by going through text messages or ****** a location and select call. One day I was with my elderly father, and he stopped breathing and I was unable to immediately dial 911, and a passerby was able to call for me on their phone. I have finally had enough, and I called TMobile Sunday 7/10/2022 to request a replacement phone, I was offered a replacement but again it would cost me $23? I refused and informed him that I have not had a fully functioning phone in over 4 months even though I have been paying insurance monthly for over 17 yrs. He then offered to replace it with another REVV5 at no charge. I agreed and I arrived at the TMOBILE store today 7/12/2022 to pick up the replacement. My data was transferred, and the rep attempted to open the phone app on the phone and again it continued to crash. The rep apologized and told me there was nothing she could do and I would have to call TMOBILE. I called and eventually spoke to a superviso and he offered to send another REVV5 but if I wanted a different phone, I would have to pay more fees?

      Business Response

      Date: 07/27/2022

      July 27, 2022

      FILED ELECTRONICALLY

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

      Re:      *****************************
      Your File No. 17559209
      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 that ****************** may have experienced with her device and service, and we appreciate the opportunity to address this matter.  T-Mobile records reflect on March 29, 2022, ****************** filed an insurance claim through the third-party insurance provider, Assurant, and was sent a replacement ** K20 Plus handset that was delivered on March 30, 2022.  On April 13, 2022, ****************** contacted T-Mobile to report issues with her replacement device.  At that time ****************** was allowed to use our Equipment Installment Plan (EIP) to purchase a new T-Mobile REVVLV+5G handset and was not required to remit a down payment but agreed to 24-monthly installments of $8.34.  T-Mobile also agreed to enroll ****************** in our 2021 REVVL Trade P1 promotion that provides a monthly Recurring Device Credit (RDC) of $8.34, making this device free of charge after 24 months. 

      By purchasing T-Mobile equipment, ****************** receives a one-year Limited Warranty provided by the manufacturer of her device.  Upon review of Ms. ******** account this warranty has been extended as she subscribes to the optional Protection 360 insurance feature. During the Limited Warranty period, ****************** is eligible to receive an advanced replacement of her 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 provides a replacement handset of the same or equivalent model, with a service warranty processing fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.

      As such, on July 10, 2022, T-Mobile assisted ****************** with a warranty replacement on her T-Mobile REVVLV+5G handset and it was delivered to her on July 12, 2022.  Regrettably, ****************** also reported experiencing issues with this replacement handset as well.  Therefore, on July 14, 2022, our office spoke with ****************** and as one-time courtesy and to amicably resolve this matter, T-Mobile agreed to send her an alternate handset free of charge.  The alternative handset, a OnePlus Nord N200 5G handset, was delivered to ****************** on July 15, 2022.  However, it is important to note that going forward, T-Mobile would not be able to offer ****************** another alternate device exchange outside our limited warranty guidelines.

      T-Mobile regrets any issues ****************** claims to have experienced when dialing 911.  T-Mobile knows 911 calls are the most important calls its subscribers make and endeavors to ensure all 911 calls on its network are directed to the appropriate emergency call center.  Several factors may result in delays or other problems in delivering a 911 call as described in our Terms and Conditions of service.  T-Mobile has engaged our engineering team to review this matter further and we are actively investigating Ms. ******** concern.  Once T-Mobile completes our investigation, we are committed to working with ****************** to address her concerns.  

      On July 25, 2022, T-Mobile contacted ****************** and she has confirmed that the OnePlus Nord N200 5G handset that we delivered to her on July 15, 2022, has resolved her service and device concerns and she has advised that she is having a much better network experience with the new handset.  In fact, ****************** confirmed that she elected to purchase a second OnePlus Nord N200 5G handset for the line ending in **** due to the improved performance she experienced. Additionally, ****************** advised that she has no further concerns about reaching or contacting 911 services in the future.  Therefore, ****************** has confirmed that her concerns have been resolved to her satisfaction. 

      Nevertheless, if ****************** experiences any difficulties with the new handset or with contacting 911, she may provide her 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 device and coverage issues. Once aware of the potential situation, T-Mobile can then attempt to resolve the issue through network or equipment adjustments. 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

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

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