Business Profile

Mobile Phone Service

Metro by T-Mobile

Headquarters

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Complaints

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

Customer Complaints Summary

4,166 total complaints in the last 3 years.
1,220 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.

Initial Complaint
Date:08/11/2022
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 Aug 10 th My daughter in law went to purchase two I phones for me when she told me how much she paid I told her I didn't want them she tired to return the manager in the Bloomfield store on Franklin *** 35 told her to come back the next day he was at home .i needed three phones not two I went back that night when I got off of work he told me to come back the next day around 1 went there only for him to tell me to come back around 6 they close at 7 he was going to be there and when I got there they was closed the policy is I have 14 days to return and item they are trying to make me stay with the phones I don't want them I want a refund it is three phones I paid ******
Business Response
Date: 08/29/2022

August 29, 2022

FILED ELECTRONICALLY

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

Re: ***********************
Your File No. 17705702
Metro by T-Mobile Account No: *********

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********). As such, ******** provides response on behalf of Metro by T-Mobile. ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********. ******** is in receipt of your correspondence dated August 17, 2022, regarding the above-referenced account.

******** regrets any concerns ************** experienced regarding the above-referenced account, and we appreciate the opportunity to respond. Please be advised, our Metro by T-Mobile stores are independently owned and operated, and Metro by T-Mobile is the service provider. As such, we are unable to view any transactions done in store and we would respectfully request that ************** contact the store directly for assistance.

It should be noted that in accordance with our return policy located at https://www.metrobyt-mobile.com/support/return-policy:

Returns must be made at the store where the device was purchased - All returns must be made for reasons outside of warranty issues.

Refunds will be less any rebates received and shipping costs. Certain promotional offers may require you to return all items you received with your Device and could cause you to become ineligible for any promotional discounts. There are no returns, refunds, or credits for prepaid service fees, monthly service, application download, add-ons, and other fees. Return Policy is for new device activations only. Device upgrades are non-refundable and non-returnable, but may be covered by a limited manufacturers warranty, if applicable. There are no returns, refunds, or credits for any other item not listed above.

On August 26, 2022, we spoke with **************, and we advised that we requested assistance from our store management team for further feedback regarding her recent purchase. We will follow-up with ************** once we received the requested feedback and information. ******** will make every effort to amicably resolve ************** concerns.

Please be assured ******** 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 ******** employee failed in any way to display that during
************** contact with our retail location. We regret any inconvenience to ***************

Based on the foregoing, we respectfully request that this complaint against ******** be closed.

Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at **************.

Very truly yours,

METRO BY T-MOBILE

*****************************
Executive Response
Initial Complaint
Date:08/11/2022
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 paid my mobile provider Metro PCS $30 on July 4th, 2022 for monthly service bill. The following day I am cut off mid day from the network locking me out completely robbed and violated for services paid. Metro PCS blacklisted me from their network on a 'lost or stolen phone' claim to collect insurance meanwhile attempt to harass me with scam calls from collections rudely demanding immediate money like desperate low life. Metro PCS does not provide customer service solutions nor provide refunds and is guilty of this everyone knows this now. I am seeking refund and damages done to be corrected by Metro PCS fraudulently adding negative report on my credit.
Business Response
Date: 08/31/2022
August 31, 2022

FILED ELECTRONICALLY

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

Re: *******************
Your File No. 17705701

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********). As such, ******** provides response on behalf of Metro by T-Mobile.******** and Metro by T-Mobile may sometimes be referred to herein,collectively, as ********. ******** is in receipt of your correspondence dated August 11, 2022, regarding the above-referenced file number.

******** regrets any concerns ************** has regarding his recent payment as well as his negative reporting file on his credit reports and we appreciate the opportunity to respond and clarify a few items listed in the dispute.

Regrettably, based on the account information such as name, phone number etc, we were unable to locate an account that belongs to *************** However,it should be noted that ******** 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 ******************** Equipment Identifier (IMEI) to a global database and within 24 hours, the device will be blocked from use on ********s and most other wireless carriers networks. ******** 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, ******** 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 ******** 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. However, because we are unable to locate an account, we are unable to fully investigate the concerns.

Regarding ************* concerns about negative impacts to his credit score, please keep in mind that Metro by T-Mobile has no personally identifiable information such as Social Security Numbers, and because we are prepaid services, we do not report to the credit bureaus. Should ************** see any inaccurate information reflecting on his credit report, we suggest that he contact the three bureaus directly by visiting the following websites: https://www.experian.com/, https://www.equifax.com/, and https://www.transunion.com/. He can find specific details about disputing any inaccuracies as well as find out how to contact them either by phone or U.S. mail. ************** will also have the opportunity to create an account and file a free dispute with the item he mentioned. As mentioned above, we do not report to credit agencies; as such, we decline ************** request for a refund and damages done to his credit report as we are not involved in any reporting as we are prepaid. ******** regrets any inconvenience to **************.

Based on the foregoing, we respectfully request that this complaint against ******** be closed.

Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at ************.

Very truly yours,

METRO BY T-MOBILE

***********************
Executive Response
Customer Answer
Date: 08/31/2022

Complaint: 17705701

I am rejecting this response because: damage was done to my credit regardless and never have had such a disrespectful phone carrier on the earth blacklist my account after providing timely payment only to be locked out of the service meanwhile collecting on lost phone or stolen insurance policy scam. Also to add more metro pcs is responsible for unauthorized charges to my bank account. Ruining peoples credit just to capitalize on paying customers is disrespectful and desperate attempt to survive as high turnover phone carrier. Everyday more people are dropping Metro pcs and will continue to do so there is nothing to save or salvage everyone knows. Theres abundance of negative media or news reports regarding metro pcs from stores getting robbed, assault, scam exposure, employee reviews, and angry customers. I am glad metro pcs will eventually fade away like all bad things and be another joke or meme to laugh at.

Sincerely,

*******************
Initial Complaint
Date:08/10/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My issue started Wednesday 07/20/2022. Every 15th of the month was assigned for me to pay a device with ********************** and smartpay as third party for that payment. Last month (06/15) the payment did not go through, my thought was that they were skipping a month and the payment was only going to delay a month. It's one month after, and the payment was updated before this July 15th so the payment went through. The 15th passes and no payment. Then I receive an email of a payment overdue for the amount of $267.42. Their intention is billing me the whole amount, and today July 22nd, I was billed $99 for the account line. I removed my payment information with metro by t-mobile and when I called smartpay, they didn't want to resolve my issue. I don't deserve to pay overdue payments for a device that ********************** claims that they have nothing to do with. And now, I'm about to be overdrawn because of all of this.
Business Response
Date: 08/29/2022

August 29, 2022

FILED ELECTRONICALLY

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

Re: Ivete Mora
Your File No. 17700613
Metro by T-Mobile Account No: *********

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********). As such, ******** provides response on behalf of Metro by T-Mobile. ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********. ******** is in receipt of your correspondence dated August 17, 2022, regarding the above-referenced account.

******** regrets any concerns ************ experienced regarding her device financing and payments through Smartpay. Please be advised, we spoke with ************ on August 25, 2022, and informed her that Smartpay is a third-party company, and she will need to contact Smartpay regarding her concerns related to her device lease. Additionally, we explained Metro by T-Mobile is not able to view payment transactions she may have made with Smartpay, as we have no access to their records. ************ confirmed she has no concerns with her Metro by T-Mobile account. We respectfully request you forward this correspondence to Smartpay for further investigation and response. We regret any inconvenience to *************

Based on the foregoing, we respectfully request that this complaint against ******** be closed.

Customers may contact ************* by dialing 611 from their handsets or by dialing ****************. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at ************.

Very truly yours,

METRO BY T-MOBILE

**********************;
Executive Response
Initial Complaint
Date:08/10/2022
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.
Service issues as well as issues with device I an paying for three lines abs have not been able to use the phones my a12 and a52 was acting weird dropping calls and thetouch screen was glitching out I tried to do do a warranty the sales person flat out told me a12 wad made poorly basically telling me it didn't make sense to do a warranty because it was not a good phone I got tired of fighting to use the phone and gave up I started using my A52 and although it was acting weird I was forced to use it I tried to do a warranty on it as well and wad informed that it would be a refurbished phone and I didn't feel comfortable I began trying to port my numbers out to another carrier and the service was disconnected I do not wish to stay with this company I had to borrow money to pay the bill to be able to port out my numbers I have paid three months of service and changed the due date for a company that I have had issues with device and service issues I am not going to stay with this company for the remainder of the month I just want to be refunded for the two months I paid for so I can port my numbers out you can check and see two of the three lines has no activity or very little activity due to the issues
Business Response
Date: 08/23/2022
August 23, 2022

FILED ELECTRONICALLY

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

Re:      ****************
Your File No. 17700359
                        Metro by T-Mobile Account No: *********

To Whom It May Concern:

Metro by T-Mobile is a brand operated under ******** USA,Inc. (********). As such, ******** provides response on behalf of Metro by T-Mobile. ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********. ******** is in receipt of your correspondence dated August 10, 2022, regarding the above-referenced account.

******** regrets any concerns ************** experienced regarding the above referenced account and we appreciate the opportunity to respond. ******** is always working to improve its coverage, and we regret any service issues ************** may have experienced. Although the coverage map at www.Metroby********.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. ******** has verified the address on Ms.****** account and based on the coverage map, confirms her account address is in an excellent coverage area with no known issues.

Please note we have no record of ************** contacting us with concerns regarding her coverage prior to August 10, 2022. It is important that if customers experience any difficulties with the service, that they provide ************* details of the problem, including the date and time and the area(s) in which it occurred,including the major cross streets. Please note this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, ******** can attempt to resolve the issue through network or equipment adjustments.

Metro by T-Mobile provides a warranty on devices up to 12 months from the initial purchase date. If the device does not work properly when received, or stops functioning for any reason covered by the warranty, customers may bring their device to a ********************** store or authorized dealer. If the problem is deemed to be in warranty, a $20 warranty exchange fee will be charged, and a replacement phone will be ordered, which can take up to five business days.When the replacement phone arrives at the store, customers have 14 days to make the exchange. After the 14th day, the replacement phone will be sent back. Please note at the time of pick-up the defective device must be returned to the same Metro location in the same condition it was in when the replacement was ordered.
In all cases, customers can also contact the cell phone manufacturer directly to arrange for a warranty exchange.

Warranty exchange fees are subject to change. All warranty options exclude exchanged phones that show signs of physical or liquid damage or that are no longer within the manufacturers warranty. Metro warranty replacement phones are not guaranteed to be new, nor are customers guaranteed to receive the same model or color. If the exact model is not available, replacement will be a similar kind and quality.

Upon speaking with ************** on August 19, 2022, she advised that she had activated service with a new carrier and intended to port her numbers to the new carrier, effectively cancelling her Metro by T-Mobile account. It should be noted on August 10, 2022, ************** had remitted a payment in the amount of $120.00 to continue services and keep her numbers active while the new carrier submits the port request. While Metro by T-Mobile services are non-refundable, Metro by T-Mobile has offered a refund of the $120.00 payment as a gesture of good will. ************* accepted this offer as full resolution to her concerns and will receive a refund check in the mail within 30 days. Rather than accept a warranty exchange of her devices, ************** requested her ******* Galaxy A52 and ******* Galaxy A12 devices be unlocked for use with her new carrier. In turn, Metro by T-Mobile performed a mobile device unlock eligibility override for the referenced devices as a courtesy. We regret any inconvenience to **************.

Based on the foregoing, we respectfully request that this complaint against ******** be closed.

Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at **************.

Very truly yours,

METRO BY T-MOBILE

*******************************
Executive Response
Customer Answer
Date: 08/23/2022

Complaint: 17700359

I am rejecting this response because:

Sincerely,

****************
I was under the understanding that the $120 was going to be refunded back to my credit card.
Business Response
Date: 09/01/2022

September 1, 2022

FILED ELECTRONICALLY

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

Re: ****************
Your File No. 17700359
Metro by T-Mobile Account No: *********

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********). As such, ******** provides a response on behalf of Metro by T-Mobile. ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********. ******** is in receipt of your correspondence dated August 30, 2022, regarding the above-referenced account.

******** regrets any continued concerns ************** may have experienced regarding this matter and we appreciate the opportunity to respond. Please be advised that during our original conversation on August 19, 2022, ******** advised ************** that her refund would be in the form of a check mailed to the address on the account which she could expect to receive within 30 days. We regret any misunderstanding.

Upon speaking with ************** on August 24, 2022, she requested that the check be mailed to a different address and ******** updated the address accordingly. Further, ******** advised that making a change to the original check request could further delay the refund which she understood. ************** accepted this as a full resolution to her concerns. We regret any inconvenience to ***************

Based on the foregoing, we respectfully request that this complaint against ******** be closed.

Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST. If you have any questions, please do not hesitate to contact our office at the address listed below or at **************.

Very truly yours,

METRO BY T-MOBILE

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

Customer Answer
Date: 09/07/2022

Complaint: 17700359

I am rejecting this response because: I never said that I wanted the phone unlocked to take it elsewhere but I did want the phone unlocked now the phone will bot turn on at all I paid for this phone with metro pcs and the phone is not working now I am stuck with a broke phone metro pcs was aware of the phone giving problem

Sincerely,

****************
Business Response
Date: 09/16/2022
September 16, 2022

FILED ELECTRONICALLY

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

Re:      ****************
File No. 17700359
                        Metro by T-Mobile Account No: *********

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********). As such,******** provides response on behalf of Metro by T-Mobile. ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********. ******** is in receipt of your correspondence dated September 7, 2022, regarding the above-referenced account.

******** regrets any continued concerns this matter may have caused **************. We appreciate the opportunity to respond. Records reflect ************** activated her Metro by T-Mobile account on February 25, 2022. On March 8, 2022, ************** activated a ******* A12 handset bearing the ******************** Equipment Identity (****) number ending in **** on the mobile number ending in **** and on April 4, 2022, she activated the mobile number ending in **** with a ******* A52 handset bearing the **** number ending in 3824.

As indicated in our previous response, Metro by T-Mobile provides a warranty on devices up to 12 months from the initial purchase date. If the device does not work properly when a customer receives it or stops functioning for any reason covered by the warranty, customers may bring their device to a ********************** store or authorized dealer. We understand from ************** that although she visited a retail location a warranty exchange was ultimately not processed, we regret any misunderstanding regarding the warranty process for Ms. ****** handsets. Please note as Ms. ****** handsets are within the limited warranty period, she may contact her handset manufacturer directly to arrange for a warranty exchange.

On September 13, 2022, our office had the opportunity to speak to **************, and she confirmed her issue was only related to ******* A52 handset that was associated to line ending in ****. She indicated the handset had a black screen and would not power on, unfortunately troubleshooting was limited due to the handset issue. ************** was informed she may contact the manufacturer directly for a device replacement under the warranty. We regret any inconvenience to **************

Based on the foregoing, we respectfully request that this complaint against ******** be closed.

Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at ************.

Very truly yours,

METRO BY T-MOBILE

*******************************
Executive Response
Customer Answer
Date: 09/26/2022
she told me the check was canceled and she was going to re issue the check for $120 she refused to assist in giving a reference number for the call she lied she never called back regarding the refund Complaint: 17700359

I am rejecting this response because:

Sincerely,

****************
Business Response
Date: 10/03/2022

October 3, 2022

FILED ELECTRONICALLY

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

Re: ****************
Your File No. 17700359
Metro by T-Mobile Account No: *********

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********). As such, ******** provides response on behalf of Metro by T-Mobile. ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********. ******** is in receipt of your correspondence dated September 26, 2022, regarding the above-referenced account.

******** regrets any continued concerns ************** may have experienced regarding the above-referenced account, and we appreciate the opportunity to respond. As indicated in our September 1, 2022, response, on August 24, 2022, ************** requested a change to the address for the delivery of the refund previously issued by ********. On September 2, 2022, a new refund was issued to ************** in the amount of $120.00, which she can expect to receive via U.S. Mail within 30 days.

It should be noted that Metro by T-Mobile does not provide reference numbers for refund requests, as records are kept on each customer account. A review of Ms. ****** concerns in her most recent correspondence indicates she is requesting information regarding ******** promotional offers. We have requested that a member of ********s Executive Response Team reach out to ************** to discuss any promotional rebate concerns she may be experiencing. We regret any inconvenience to ***************

Based on the foregoing, we respectfully request that this complaint against ******** be closed.

Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at **************.

Very truly yours,

METRO BY T-MOBILE

*******************************
Executive Response
Customer Answer
Date: 10/08/2022

Complaint: 17700359

I am rejecting this response because:

Sincerely, lies if the check was reissued since September 2,2022 I have not received it they will never give me the money they are prolonging honoring their word after selling me faulty devices

Cocoa *****
Business Response
Date: 10/17/2022

October 17, 2022

FILED ELECTRONICALLY

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

Re:      ****************
Your File No. 17700359
                        Metro by T-Mobile Account No: *********

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********). As such, ******** provides response on behalf of Metro by T-Mobile. ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********. ******** is in receipt of your correspondence dated October 8, 2022, regarding the above-referenced account.

******** regrets any continued concerns ************** may have experienced regarding the above-referenced account, and we appreciate the opportunity to respond. As indicated in our October 3, 2022, response,on September 2, 2022, a new refund was issued to ************** in the amount of $120.00, which she can expect to receive via U.S. Mail within 30 days. Upon further review of the September 2, 2022,refund check, Metro by T-Mobiles Cash Applications Team determined that the check had not been cashed and on September 15, 2022, a new refund check was processed and ************** can expect to receive the new refund check via U.S.Mail within 30 days. We regret any inconvenience to ***************

Based on the foregoing, we respectfully request that this complaint against ******** be closed.

Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST. If you have any questions, please do not hesitate to contact our office at the address listed below or at **************.

Very truly yours,

METRO BY T-MOBILE

*******************************
Executive Response
Customer Answer
Date: 10/21/2022

Complaint: 17700359

I am rejecting this response because: they keep lying about issuing a refund via mail I have yet to receive the refund I need a tracking number or check number

Sincerely,

****************
Initial Complaint
Date:08/10/2022
Type:Billing 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.
A ******** account (*********, since closed) was fraudulently opened in my name. On July 9th, I received a **** from ******** requesting payment for this account in the amount of $177.47. I called ******** **************** and was told to file a fraud report with the local Police. I did that on July 22. On, July 25th, Convergent Outsourcing sent me a letter requesting payment for the ******** account.On August 3, 2022, ******** sent me a **** for $177.47 stating that if I didnt pay it by August 13th, 2022, they would turn it over to a collection agency. I called ******** **************** again, and told to go the local ******** location for follow up. The local location is a third party vendor, and said there was nothing they could do. The last call to **************** did result in them filing a Fraud Report (at my insistence). The agent said I could not be transferred directly to their fraud department.
Business Response
Date: 08/17/2022

August 17, 2022

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

T-Mobile USA, Inc. (********) is in receipt of your correspondence dated August 10, 2022, regarding the above-referenced account.

******** regrets any inconvenience **************** may have encountered regarding the activation of a fraudulent account and we appreciate the opportunity to assist in this matter. ******** has completed its investigation of this matter and determined the allegation of fraud was substantiated. Therefore, **************** has been absolved of all financial responsibility for this account. In addition, ******** removed the account from third-party collections and advised the collection agency to delete any negative information reported to the credit bureaus regarding this debt. **************** should allow approximately 90 days for this information to be reflected on his credit report. ******** regrets any inconvenience to ****************.

Based upon the above, we respectfully request that this matter against ******** be closed.

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

Very truly yours,

T-MOBILE USA, INC.

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

Customer Answer
Date: 08/17/2022

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:08/10/2022
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 July 20th, 2022 my Aunt made a payment to pay our phone bills for the amount of $105.00 and our phones were restored. My mother *************************** and I *************************** woke up today on 08/08/2022 and our phones were off. They were informed on 07/20/2022 to switch our due dates to the 20th. I spoke with them today on. August 8th and they inform me my phones are off because my due date wasn't changed. So, I asked them to turn my phone back in because I paid for a full 30 days. The employee then changed my plan twice with out me consenting to the Change, and I had been asking for a supervisor for at least 15 minutes before she submitted the changed, and I waited almost an hour before I was able to speak with a supervisor. When I finally spoke with a supervisor he changed the plan without my consent. So now if I ask them to change it back to my original plan I'll have to pay $140 instead of the normal $105. Something needs to be done about this. That's extremely unfair we paid for out 30 days and we should be able to get it. I'm on a pay as you go plan and I did not sign a contract with them
Business Response
Date: 08/29/2022
August 29, 2022

FILED ELECTRONICALLY

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

Re: ***************************
Your File No. 17698762
Metro by T-Mobile Account No: *********

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********). As such, ******** provides response on behalf of Metro by T-Mobile. ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********. ******** is in receipt of your correspondence dated August 6, 2022, regarding the above-referenced account. Please be advised we have made attempts to contact ****************** which have proven unsuccessful. ******** regrets any concerns ****************** has experienced regarding his billing concerns. We appreciate the opportunity to respond.

To begin with,the account was activated on March 8, 2022. The disputed lines of service with phone lines ending in **** and **** were recently provisioned on our 4X120L2 <2 for $90 *** LTE w/15GB Plan.

On August 8,2022, there were multiple service plan changes to Mr. ******** account. However, during a call from ****************** to our customer service department on that same date, he communicated with our Team of Experts that he had concerns regarding his service suspension. At that time, we advised that if his account is unpaid or otherwise not in good standing, his service may be reduced,suspended, or terminated. If Mr. ******** service is terminated and he promptly pays the past due amount, we may reconnect the service after he has paid any reconnection fees. In such case, the service cycle anniversary date will not change, which will result in fewer days of service for that month. Further,we offered to update Mr. ******** service plan temporarily to a less expensive plan and he can request to restore his previous plan at a later date. ****************** accepted the offer, and the plan was updated from the 4X120L2 <2 for $90 *** LTE w/15GB Plan> to PRTT25 <$25 PORT AND TRADE PROMO ***. Our records reflect that an adjustment in the amount of $38.50 was made regarding any changes made to the account that resulted in additional charges. Our office was unable to identify a ******** error in these matters.

We contacted ***************** on August 25, 26 and 29, 2022, via telephone and email; however, we have not received a response. Should ***************** opt to further discuss his billing concerns, we encourage him to contact the undersigned within 10 days.

Based on the foregoing, we respectfully request that this complaint against ******** be closed.

Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST. If you have any questions, please do not hesitate to contact our office at the address listed below or ************.

Very truly yours,

METRO BY T-MOBILE

*************************
Executive Response
Initial Complaint
Date:08/10/2022
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 had upgraded my ******* watch, since my prior watch was not compatible with the tmobile network. The line was supposed to be transferred to the new watch. I just discovered in June that a new line was created and I was still being charged $25 for those 6 months. Out of the $150 overage I was charged, Only only received $75 back. After this happened, I saw a virtual line on the account, which when added I was told I would not be charged an fees unless I activated a device on it. I decided to check this line, and saw that as of December of 2021, they started charging me $25 in services fees for the 6 months, which is ANOTHER $150 over charged. Granted the initial error happened in the Arch-telecom tmobile store in ****** **, but once the error took place, it was tmobile that was applying the monthly service fees.As per my chat with tmobile via their website, they said they were requesting another $75 credit, which would show up on this statement. Nothing was there. I reached out to them again this weekend, and they said they had no reference of the chat, even though I copied and pasted the chat section TWICE, to show it was there. Twice now, I was told they would check on it & get back to me. To date, no one reaches out to me.
Business Response
Date: 08/22/2022
August 22, 2022

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

Re:File ********, ***********************
Account 600054426

To Whom It May ***************************** now part of ******** (Sprint) is in receipt of the above-referenced complaint of ************************ We regret any inconvenience that she may have experienced with her account billing. We appreciate the opportunity to respond.

To begin, **************** account was activated on December 30, 2003. **************** has two phone lines that are subscribed to the *********************** plan. She also has two watches that are subscribed to a service plan that includes unlimited data, and a mobile broadband device subscribed to a service plan that includes 10 gigabytes of data.

During our initial conversation with **************** on August 11, 2022, she advised that she is disputing the charges for her line ending in **** for her previous watch because a new line was added to her account ending in **** on December 21, 2021. Please note, line ending in **** was canceled, at her request, on July 28, 2022. Further, she advised that the phone line ending in **** was offered at no charge in 2021 which has been billing at $25.00 per month. We offered to review these charges and follow up with her. She agreed.

Our records reflect that the phone number ending in **** was offered at no charge on March 15, 2021, and there is no physical device associated with this number. Line ending in **** was billed at $25.00 per month for the service plan. Further, we determined that **************** added another line to her account ending in **** on December 28, 2021, for a watch. However, her watch line ending in **** remained active, with no usage, until it was canceled on June 24, 2022.

We determined that phone line ending in **** was assessed charges totaling $378.96 for the last 16 months, and the watch line ending in **** was assessed $77.21 in monthly service charges from December 2021 through June 2022. Both of these lines have been cancelled, per **************** request.

To fully address **************** billing concerns, we applied credits totaling $456.17, which offset her current $444.32 account balance. As a result, **************** account currently reflects a $12.85 credit balance. We provided a detailed voicemail message conveying the aforementioned information to **************** on August 15, 2022.

Based on the information received from ****************, she states that she had an unfavorable customer experience while attempting to address her concerns.

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

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

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

Sincerely,

****************
Executive Response
Initial Complaint
Date:08/09/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I order phone online with service after 10 minutes I called and cancel the order. They cancel the order . But month later I receive **** for service that I dont have or used
Business Response
Date: 08/22/2022
August 22, 2022

FILED ELECTRONICALLY

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

Re: ****************************** No. ********
******** Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (********) is in receipt of your correspondence dated August 9, 2022, regarding the above-referenced account.

******** regrets any concerns ****************** has regarding the account, and we appreciate the opportunity to address this matter. On June 25, 2022, ****************** activated the account with one voice line of service ending in ****. ****************** subscribed to the Magenta Voice rate plan at a cost of $75.00 per month which included unlimited minutes, unlimited messages, and unlimited data at up to 5G speeds depending on device and network capability.

On June 25, 2022, ****************** qualified for and took advantage of ********s Equipment Installment Plan (***) via online at www.********.com. ****************** purchased an Apple iPhone 13 *************** with the ******************** Equipment Identifier (****) number ending in ****, which was associated with the mobile number ending in ****, for the full retail purchase price of $1,099.99 plus applicable taxes and fees. At the time of purchase, ****************** was not required to remit a down payment; however, she agreed to a series of 23-monthly installments in the amount of $45.84, and a final 24th installment in the amount of $45.67.

Please note, if a customer has an open ***, and the account is canceled, any promotional offers are removed, and any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the *** agreement provided at the time of purchase. ********************** provides a 20-day return period to all customers who purchase their equipment via online, allowing them to use the service and equipment to see if it meets their needs. If customers find the service or equipment is not acceptable, customers can cancel service and return the equipment for a full refund for equipment purchased via online, within the return period and only be responsible for the service charges, fees and taxes incurred through the date of cancellation.

The billing statement dated June 27, 2022, reflected a total balance due in the amount of $75.00 which was due by July 19, 2022, and was for services from June 27, 2022, through July 26, 2022. This balance was for new charges and consisted of monthly recurring charges, as well as applicable taxes and fees. On July 5, 2022, ****************** returned the Apple iPhone 13 ************** with the **** number ending in ****. On July 25, 2022, as payment in full was not received by the due date, ******** suspended the accounts ability to make outbound calls.

The billing statement dated July 27, 2022, reflects a total balance due in the amount of $155.04. This balance consisted of a past due balance in the amount of $75.00, and new charges in the amount of $80.04. The new charges consisted of monthly recurring charges, as well as applicable taxes and fees. On July 30, 2022, as the account was in a delinquent status, ******** suspended all the accounts services due to non-payment. On August 10, 2022, ****************** contacted ********s Team of Experts and cancelled the account mid-**** cycle. Pursuant to ******** policy, customers who cancel their mobile numbers mid-**** cycle, may be responsible for services through the end of their **** cycle. Although there was no recorded usage, as ******** does not have record of a request to cancel the account, we considered the charges valid and owed.

Nevertheless, on August 16, 2022, as a courtesy and means to amicably resolve Mr. ******** concerns, ******** applied a one-time courtesy credit of $155.04 to the above-referenced account, bringing the account to a zero balance. Please note the account will remain cancelled with a zero balance. Should ****************** have any questions regarding this matter, or the information provided, he may contact our office at the number listed below. ******** regrets any inconvenience to ******************.

Based upon the above, we respectfully request that this matter against ******** 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.

****** Tellez
Executive Response
Customer Answer
Date: 08/22/2022

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:08/09/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My mother just passed and Metro by T-Mobile has cost me financially because I was not able to receive the necessary phone calls to proceed forward with my mother death Arrangements I have been without a phone since August 6th Assurant which is the partner company of Metro had me file a claim for a replacement phone but didn't tell me until today August the 9th that I need to pay a deductible. The phone was actually supposed to be here today but instead I'm learning that I'm going to be still without a phone. I spoke to a Metro rep from 611 on Sunday that told me that I have insurance and that I have a zero deductible the Metro worker at the store also confirmed this and gave me a print out that shows I have a zero deductible. Yet no one can explain to me how I was told and I have paperwork that says a zero deductible yet I'm still expected to pay for a phone. In addition the 611 reps have locked my phone two times in the past 3 days how and why I do not know but it makes the job of the store Metro reps complicated. The 611 reps also activated a phone that he knows is locked we did a conference call with ************ to try and get the phone unlocked but they were unwilling so why he would activate that phone knowing that it could not be unlocked is beyond me? As a result of him activating the locked phone it looks like I don't have insurance on my metro phone plan but I had Insurance until he took it off the broke phone and put it on the locked phone I am ****** because the Metro reps and the partner company that deals with the insurance claims need to be on the same page clearly they are not
Business Response
Date: 08/22/2022
August 22, 2022

FILED ELECTRONICALLY

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

Re: ***********************
Your File No. 17695901
Metro by T-Mobile Account No: *********

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********). As such, ******** provides a response on behalf of Metro by T-Mobile. ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********. ******** is in receipt of your correspondence dated August 9, 2022, regarding the above-referenced account.

******** extends our deepest condolences to **************** and we regret any concerns she experienced regarding her device. We appreciate the opportunity to respond. Our records reflect that currently, **************** has one active line of service, which is subscribed to our $60 Unlimited w/15GB High Speed rate plan.

Premium Handset Protection (***) is insurance coverage that is provided by Assurant, a third-party provider, allowing customers to initiate insurance claims should they experience loss, theft, accidental damage, all of which are activities that are not covered within the one-year limited warranty. Customers who need a replacement while subscribed to this feature, and meet Assurants qualifications of a claim, can obtain a replacement upon payment of a deductible. More information can be viewed at www.assurant.com or by contacting Assurant directly at **************.

Our research determined that on October 21, 2021, **************** purchased a ******* Galaxy A32 which was activated on the number ending in 7777. Our records reflect that a warranty exchange was completed on August 9, 2022. Our records further reflect that at the time of the warranty exchange, **************** declined the *** coverage for her replacement device.

Unlocking a phone enables **************** to use her phone on a compatible carriers network. Our records reflect that the device referenced above is currently unlocked. It may be necessary for **************** to follow the steps below to complete the unlock process:

1. From the Home screen, tap the Metro by T-Mobile folder.
2. Tap Network Unlock.
3. Tap Permanent unlock.
4. You have successfully unlocked your phone.

During our discussion with **************** on August 19, 2022, we provided her with the information outlined above. **************** indicated that she currently cannot find the device referenced above. We advised **************** that she is eligible for a device upgrade and referred her to a Metro store where they can check device options and pricing eligibility. To amicably resolve Ms. ******* concerns, we offered a one-time courtesy credit of $60.00 to offset one month of service. **************** accepted this as resolution to her concerns. ******** regrets any inconvenience to ****************, and we appreciate her feedback regarding her experience.

Based on the foregoing, we respectfully request that this complaint against ******** be closed.

Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6 a.m. to 2 a.m. CST. If you have any questions, please do not hesitate to contact our office at the address listed below or me directly at ************.

Sincerely,

METRO BY T-MOBILE

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

Customer Answer
Date: 09/13/2022
Good morning **************na first start by saying that I was not made aware of any correspondents from metro through the *** Secondly after reading over the information you provided for metro I have to inform you that some of it is inaccurate obviously they must got their information mixed up and gave me bad advice. Thirdly I have called the woman that I spoke to on August 19th and emailed her several times with additional questions and concerns based on false information she gave me and she has not responded to me which is why I reached back out to the ** and let you guys know that I do not want to close the case at this time period please advise, thanks.

***********************...At Your Service

Business Response
Date: 09/23/2022

September 23, 2022

FILED ELECTRONICALLY

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

Re: ***********************
Your Rebuttal File No. 17695901
Metro by T-Mobile Account No: *********

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********). As such, ******** provides response on behalf of Metro by T-Mobile. ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********. ******** is in receipt of your correspondence dated September 13, 2022, regarding the above-referenced account.

******** regrets any continued concerns **************** experienced regarding the above-referenced account. As stated in our August 22, 2022, response, we spoke with **************** August 19, 2022, and to resolve this matter, we offered to issue a one-time courtesy credit in the amount of $60.00 to the above account, which **************** accepted as resolution to her concerns. Additionally, ******** confirmed Ms. ******* ******* Galaxy A32 handset is unlocked and eligible for use with another service provider.

Please be assured ******** 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 ******** employee failed in any way to display that during Ms. ******* recent contact with our Executive Response team.

On September 22, 2022, ******** provided **************** the steps required to complete the unlock of the ******* Galaxy A32 handset. If Ms. ****** requires any assistance completing the unlock, or has any additional concerns regarding the above account, she may contact our office at the number below. We regret any inconvenience to *****************
Based on the foregoing, we respectfully request that this complaint against ******** be closed.

Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6 a.m. to 2 a.m., CST. If you have any questions, please do not hesitate to contact our office by calling ************.

Very truly yours,

METRO BY T-MOBILE

*****************************
Executive Response
Initial Complaint
Date:08/09/2022
Type:Sales and Advertising 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 ordered two Galaxy Phones from ******** and realized that I would need an iPhone to use Apple Car Play. I was advised by a representative that I could make the exchange in the store. I went to 3 different stores only for the manager of the last store to tell me that I had to mail them in which I did.I went to have my car loan re-financed and was told that I had a delinquent ****** on my file (Convergent)I have spoke to no less than 15 representatives each promising that they would "take responsibility" for my issue only for the item to remain on my report. The items were placed in error on my report in February and to date, no one has been able to resolve this issue. As of 08/09, the delinquent item remains on my report and yet ******** says that the balance is zero and Convergent tells me that ******** pulled this item from them. I don't know what to do.
Business Response
Date: 08/22/2022
August 22,2022

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

T-Mobile USA, Inc. (********) is in receipt of your correspondence dated August 9, 2022, regarding the above-referenced account.

******** regrets any concern ********************** has experienced regarding his account and appreciates the opportunity to respond. On November 6, 2021, ********************** applied for and activated the above referenced account with two mobile lines ending in **** and **** that were both subscribed to ********s Essentials 55+ Family plan with a monthly recurring cost of $65.00 plus applicable taxes and fees. Each line was subscribed to the $9.00 Protection 360 device protection for a monthly recurring charge totaling $83.00 plus applicable taxes and fees.

At the time of activation, ********************** took advantage of ********s Equipment Installment Plan (***) option with the purchase of two ******* Galaxy A32 5G devices for each of his new lines, in which he agreed to ************************** the amount of $11.75 for each device. Please note that ************************ activation and device purchase made him eligible for ********s 2021 Smartphone Activate P4 offer that provided new and existing customers a free device (up to $300.00) via a monthly recurring device credit (RDC) when they activate a new line on an eligible plan and purchase on eligible device on ********s *** option. ************************ *** balances were set to receive a monthly RDC credit, offsetting the devices and making them free. Please note that if the account is closed prior to the *** balance being paid in full and/or RDC credit balance being completed, any open *** balance is accelerated and immediately due and any pending RDC credit balance is forfeited.

On November 7, 2021, ********************** contacted his Team of Experts (TEX) to inquire on exchanging his devices and on November 8, 2022,records confirm ********************** contacted his TEX requesting a return label to return his devices. ********************** was provided a prepaid return label that was emailed him. Regrettably, records do not reflect that ********************* requested the cancelation of his account and as such his account remained active carrying on with the billed charges. On December 8, 2021, ************************ account was suspended due to nonpayment and on December 24, 2022, his account was cancelled due to nonpayment. ************************ final billing statement generated dated January 7, 2022, reflecting a final balance due of $607.71 for ************************ monthly recurring charges for service from November 7, 2021, through December 8, 2022, and included his final *** balance for both devices totaling $540.50 and applicable late fee. ************************ account was left unpaid and on February 10, 2022, his account was referred to an outside collection agency,where a collection fee of $16.80 was assessed revising ************************ final balance due to $624.51.

On July 12, 2022, ******** confirmed that both of *********************** devices were both received by November 24, 2021, and issued a credit in the amount of $624.51 to ************************ account leaving his account closed reflecting a zero balance. In addition, ******** recalled ************************ account from third-party collections and requested the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note it may take up to 90 days for *********************** credit report to reflect the change. Should ************************ credit report reflect the negative remark within 90 days of the date of this letter, ******** asks ********************** to contact me at the number below for further review. ******** regrets any inconveniences this matter has caused.

Based upon the above, we respectfully request that this matter against ******** be closed.

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

Very truly yours,

T-MOBILE USA, INC.

***********************
Executive Response
Customer Answer
Date: 08/23/2022

Complaint: 17694987

I am rejecting this response because: The details provided by the business is not accurate. In a nutshell, my issue took over 15 telephone calls to resolve. Each time, I was advised by various customer service representatives and managers that my issue would be resolved and it was not. While the business admits to deleting the amount referred to a collection agency on their end (meaning their immediate database) they did not remove the delinquent ****** from my credit report in a timely manner.
The issue has been subsequently removed from my Equifax report, however, it was not addressed until I reached out to the *** of TMobile. The ***'s name is ************************ I have enclosed a copy of the correspondence for your review:

Good Day ******************:

I am reaching out to you to request your assistance in a matter that I am quite honestly exhausted in dealing with your ************* Team.

I have been hung up on and given mis-information on more occasions than I care to acknowledge. This issue started when I decided to switch my service to ******** last year. I ordered two Galaxy phones.

When the devices arrived, I realized that they would not be compatible with Apple CarPlay, so I called your ************* Team to see if I could swap them out at your store. I drove to the location in Audubon who told me that I needed to go to your store in ********. Upon my arrival at the store in ********, I was told to go to your corporate office in ********. I was told by the manager at that location that I had to send the devices to your warehouse, which I did because at that point, I wanted nothing to do with ********.

I found a delinquent ****** on my credit file for the cost of the devices because you claimed that you never received them. 7 calls later, I finally found a rep who did the additional footwork and found the devices in your warehouse.

I've since spoken to 7 more people and after countless promises to return my call and for the issue to be addressed, the delinquent ****** is still on my file. This was not my mistake. This is all on ********.

I am asking for your to remove the ****** from my file as when I contacted Convergant, I was advised that you requested the file back from them, but never advised them to remove the ****** from my file which dropped my score by 15 points.

Can you please resolve this issue before I contact an attorney to resolve this issue?

*******************************
SS#****

PLEASE HELP ME!!

His Response:

Hi ******, thanks for letting me know what happened. It is never our intention to misinform or hang up on our customers and Im so sorry to hear this was your experience with us. Let's have my team take a closer look to see what happened and how we can get this resolved for you. ***** hear from us soon if you havent already.

We value your business and I hope we can have the privilege to continue serving you.

Best,
--****

***********************
***
********
@MikeSievert

The item was deleted within two days from my report once I reached out to him.

Sincerely,

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

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