ComplaintsforT-Mobile USA, Inc.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently didnt have access to my phone for a day & then got notified that international charges were made. I contacted T-Mobile immediately and was told to wait for the new bill to arrive. I waited for the new bill and contacted customer care who then told me time had passed and the charges were valid. Now my account of 7 years is suspended due to some extra charges

  Customer response

  07/17/2024

  I would like to settle a BBB complaint as resolved

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Returned TMobile home internet in original package shipped via *** and they are charging me for damage. I called twice and was told I would be credited. I disputed charge via bank debit and now they are charging additional fee for return charge for total of *****. This is their scam. It was packaged secure in original box. Shouldnt they contact ***

  Business response

  07/15/2024

   
  
  July 15, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************ 200
  *****, ID *****
  
  Re:*******************
  Your File No. 21979048
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T Mobile USA, Inc. (T Mobile) is in receipt of your correspondence dated July 12, 2024, regarding the above-referenced account.  ********************** is pleased to report ************** concerns have been addressed to their satisfaction.  
  
  T Mobile regrets any concerns ******************* has with their billing and appreciates the opportunity to respond.  ******************* activated their account on May 1, 2023, with one T Mobile Home Internet line ending in 9261, subscribed to the T Mobile 5G Home Internet rate plan for $55.00 per month, including applicable taxes and fees.  Please note, T Mobile Home Internet customers are provided with a gateway to utilize the service.  Please be advised the provided gateways remain T Mobile property and must be returned to T Mobile in an acceptable working condition upon exchange or cancelation.  If the gateway is not returned to T Mobile, a non-return fee of up to $370.00 plus applicable taxes and fees is assessed to the account.  Additionally, if the gateway is returned to T Mobile with damage, an Internet Equipment Damage Charge of $79.00 plus applicable taxes and fees is assessed to the account. 
  
  Please note, the account was enrolled in AutoPay which is a free feature that automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.  
  
  On May 6, 2024, the account was canceled per ************** request.  On May 16, 2024, the gateway was returned to T Mobile.  On May 19, 2024, the return was processed, and the account was assessed an Internet Equipment Damage Charge of $79.00 plus applicable taxes and fees of $5.53 due to the gateway being received damaged.  It is important to note that if a package is received damaged in shipping, an Internet Equipment Damage Charge is not assessed. 
  
  The billing statement dated June 1, 2024, reflected a balance of $43.02, which consisted of credits of $41.51 for the service charges after the date of cancelation, and the damage fee plus applicable taxes and fees of $84.53.  This amount was due on June 22, 2024.  On June 20, 2024, ******************* remitted a payment of $43.02 via AutoPay, which updated the balance to zero.  Regrettably, on June 28, 2024, the payment was returned to T Mobile as unpaid, which caused the amount to be charged back to the account along with a returned payment fee of $25.00, updating the balance to $68.02. 
  
  Our office completed a review of the pictures taken of the equipment at the time of receipt and was unable to substantiate damage to the gateway, either due to the lighting or the angle of the picture.  Upon speaking with ******************* on July 15, 2024, we informed them of our findings.  To amicably resolve this matter, our office applied credits totaling $109.53 to offset the Internet Equipment Damage Charge and the returned payment fee, updating the balance to a credit of $41.51.  Additionally, a refund of $41.51 was issued to the original payment method, updating the balance to zero.  ******************* should allow up to three business days for the funds to be available.  ******************* accepted this as a resolution to their concerns.  As of the date of this letter, ************** account remains canceled with a zero balance.  T Mobile regrets any inconvenience caused to *******************.
  
  Based on the foregoing, we respectfully request this complaint against T Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************. 
  
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  *********************
  Executive Response

  Customer response

  07/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I regret that it took this course to get final resolution. After 3 calls assured it would be resolved I was frustrated and felt I was being ignored hoping I would go away. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went into a TMobile store located at **************************************************************. At the time, I had gone in to activate two lines of service for my sons. During the course of activation, I noted to the worker activating the lines that I would eventually be moving our other lines, as I was unhappy with out service from ***** The worker stated that since I would be moving more lines, I could activate a third one that same day for a special deal of only ten dollars a month more. Now, I have been burned by **** before, so I was very cautious. I explained this to the worker and I asked I asked multiple times if they were sure, because I did not want to get burned. They assured me that this was a legitimate offer and they further indicated that they would never lie to a customer.It was a complete fabrication.Since that time TMobile has been charging me much more than that. Not only wasn't it true that it would be only $10 a month extra, the plan I'm on only allows two lines or they charge you MORE per line than the other lines. So, flash forward a number of months and TMobile has been charging me almost $100 a month extra for a single sim card that has never even been activated on a device. I am so angry - I feel violated. This behavior was absolutely dishonest on every level.

  Business response

  07/17/2024

  July 17, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************ 200
  *****, ID *****
  
  Re:*************************
  Your File No. 21971556
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 10, 2024, regarding the above-referenced account. 
  
  ********************** regrets any concerns ************************* may have experienced regarding their billing, and we appreciate the opportunity to respond.  T-Mobile records indicate that ************************* activated their account on January 18, 2024, with three voice lines ending in 7163, 7164, and 7225, subscribed to the Go5G Next 55+ rate plan for $130.00 per month for the first and second line, and the third line for $65.00 per month.  Please note, the account is enrolled in automatic payments via AutoPay with an eligible payment method and receives a $5.00 per line bill credit.
  
  On February 20, 2024, the mobile number ending in 7225 was place on a temporary seasonal suspension and a future dated restoration request was scheduled for May 20, 2024.  Please note when an additional line is place on a seasonal suspension, the line will be charged a rate of $10.00 per bill cycle.  Additionally, a maximum of two 90-day suspension periods can occur within 12 months and cannot exceed 180 consecutive days. 
  
  Beginning January 11, 2024, through April 10, 2024, T-Mobile offered our Line Discount ********: Voice: 3rd Line Discount with New Voice Lines promotion, where new customers could get a free or discounted voice line via monthly bill credits when they activated a new account with at least three voice lines on a qualifying rate plan.  Please note, the Go5G Next 55+ rate plan does not qualify for this offer.  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 ********************** employee failed in any way to display that during ******************** activation with our retail location. 
  
  On May 20, 2024, 2024, the mobile number ending in ********************************************************************************************************************* the amount of $65.00.  Furthermore, on July 10, 2024, the mobile number ending in 7225 was placed back on a seasonal suspension and a future dated restoration request was set for October 1, 2024.
  
  On July 16, 2024, our office concluded the investigation and on same date we spoke with ************************* regarding the above concerns.  To come to amicable resolution, our office applied a onetime $195.00 courtesy credit, updating the account to reflect a credit balance of $195.00. Additionally, ************************* authorized the cancelation of the line ending in 7225, which was completed the same day.  T-Mobile regrets any inconvenience to *************************.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************. 
  
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  ********************; 
  Executive Response

  Customer response

  07/17/2024

   
  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

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Started having issues with my phone in January 2024. T-Mobile instructed me that they would not be able to send a phone directly to my house but rather would send one to a local T-Mobile location. A replacement phone came to my local T-Mobile in *******, ** on 1/11/24. I had the replacement phone for 5 days and it wouldnt charge past 25%. I contacted T-Mobile and they asked that I try different charge wires & plugs and nothing worked. T-Mobile advised they would send a replacement to the T-Mobile store. On 1/28/24 I went to the T-Mobile store to pick up the replacement. Once the phone swap was completed and before leaving the retailer, I observed the phone to be damaged (camera was cracked). Another replacement was sent to my local T-Mobile and the second replacement had a crack in the screen. The third phone was sent to the retailer & also had a crack but in a different location on the screen. I contacted customer service & informed them that I could not keep going to the local retailer to receive phones that were previously damaged. On 2/17/24, I packaged both phones as well as another package to be mailed off by **** I mailed all 3 packages & got a receipt & tracking numbers for all products shipped that day. In March, I received my phone bill & observed that it was $1900. When I called on 3/19/24 to inquire, they informed me that they charged me for both phones. I provided them with the tracking numbers, and they were eventually able to locate 1 phone and adjusted the bill accordingly. The tracking number stated that the 2nd phone was still pending, and T-Mobile told me that they would adjust my bill once they received it. The second phone remains missing, and T-Mobile is trying to bill me for something I have proof was dropped off to ****

  Business response

  07/11/2024

  July 11, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *****, ID *****
  
  Re:*********************
  T-Mobile Account Holder: *****************************
  Your File No. 21958165
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 8, 2024, regarding the above-referenced account.  The account holder of record is ***************************** and ************************************ has been designated as an authorized user.
  
  ********************** regrets any inconvenience ********************* may have experienced regarding their account billing.  Please be advised all new T-Mobile devices come with a limited one-year manufacturers warranty.  Customers also have the option to subscribe to T-Mobiles device protection plan provided by Assurant, Protection 360, within the first 30 days of purchasing a new device.  Our records confirm Customers Name subscribes to Protection 360 on their phone number ending 4993.  During the Limited Warranty period, ********************* is eligible to receive an advanced replacement of their device via *********************** Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.  Under the Handset Exchange Program, T-Mobile provides a replacement ******* of the same or equivalent model, with a service warranty processing fee, provided that the non-working ******* is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.
  
  T-Mobile acknowledges that between December 27, 2023, and January 20, 2024, ********************* completed three warranty exchanges at a T-Mobile retail location.  On February 11, 2024, ********************* spoke with T-Mobiles ************* and stated their latest replacement device was not working as expected.  At that time, a warranty exchange was completed replacing the Apple iPhone XS *** ******* with the International Mobile Equipment Identity (****) ending 9538 with an Apple iPhone XS *** with the **** ending 2333.  Please be advised in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment to avoid being charged a non-return fee.  
  
  On March 28, 2024, T-Mobile recognized the Apple iPhone XS *** with the **** ending 9538 had not been received with 45 days of the replacement order.  As such, a $1,149.43 non-return fee was applied to the account.  The account billing statement dated April 2, 2024, reflected a balance of $1,960.46 and included a past due balance of $367.80, the $1,149.43 non-return fee, and new charges totaling $443.23 for service charges, equipment financing installments, and applicable tax and fees.  Regrettably, T-Mobile cannot confirm receipt of the original device so any investigations to remove the non-return fee have been unsuccessful.  T-Mobile regrets any inconvenience this may have caused to *********************.
  
  Our office spoke with ********************* on July 10, 2024, and advised them of the above.  Seeking an amicable resolution, T-Mobile offer to apply a one-time account credit of $1,149.43 to update the account balance from $1,470.79 to $321.36.  ********************* accepted the offer and stated they consider this matter resolved.  T-Mobile regrets any inconvenience to *********************. 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************. 
  
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  *******************
  Executive Response

  Customer response

  07/11/2024

   
  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

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a claim return for a cell phone that was damaged back in April. I received my phone and mailed back the device within 2 days. During this time I got sick and thought nothing of it. I've spoken numerous times over chat about the phone to see if they received it. No one on the chat ever told me there was a grace ******* Fast forward to a couple weeks ago I see a 1700 charge for the phone since they never received it. I spent over a week going to the post office and they never sent it because they placed it on a shelf for *** and it fell behind the cabinet. I got the phone and paid 38 today 7/8 to have the phone delivered. This was not my fault and now I am responsible to pay the whole amount which is something I can't afford. The poor communication skills from there team should be addressed. Now if I don't pay they will shut off my phone. This is completely unethical and because of the teams failed attempt to tell me the grace ******* now im responsible to pay this large amount.

  Business response

  07/19/2024

  July 19, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *****, ID *****
  
              Re:      *****************************************
                          T-Mobile Account Holder:***************************************
                          Your File No. 21957883
                          T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 8, 2024, regarding the above-referenced account.  
  
  T-Mobile regrets any concerns *************************************** may have experienced, and we appreciate the opportunity to respond.  On November 13,2022, *************************************** purchased a ******* Galaxy S22 Ultra device for use on the mobile number ending in 3199 on our Equipment Installment Plan (EIP).
  
  On April 17, 2024,*************************************** contacted T-Mobiles ************* regarding the ******* Galaxy S22 Ultra device not working.  Subsequently,************* performed troubleshooting; however, they were unable to resolve ***************************** device issues. Thereafter, ************* performed a warranty exchange to replace ***************************** non-working ******* Galaxy S22 Ultra device, and a replacement ******* Galaxy S22 Ultra was shipped.
  
  Please be advised,included in the replacement box were instructions detailing how to return their non-working equipment to avoid being charged a device non-return fee.  Regrettably, the ******* Galaxy S22 Ultra device was not returned within the allotted timeframe.  Therefore, on June 10, 2024, the account was accessed a device non-return fee of $1,159.99 plus applicable taxes of $110.20,totaling $1,270.19. 
  
  The billing statement dated June 9, 2024, reflected a total balance of $1,958.68.  The billing statement consisted of a past due balance of $346.13 for monthly service charges, taxes and fees for the billing period of April 9, 2024, through May 8, 2024, and monthly service charges, taxes and fees for the billing period of May 9, 2024, through June 8, 2024, in the amount of $333.50.  The billing statement also included the non-return fee of $1,270.19, and a late fee of $8.86.  Please note, on June 12, 2024, and June 26,2024, *************************************** remitted payments totaling, $346.13, updating the account balance to $1,612.55.      
  
  On June 12, 2024,T-Mobile records indicate that *************************************** contacted T-Mobiles online ************* via chat message regarding their recent bill increase.  ************* informed *************************************** that we had not received their defective ******* Galaxy S22 Ultra device,causing a non-return fee to be assessed to the account.  ************* also respectfully declined to issue a credit for the non-return fee.   
  
  The billing statement dated July 9, 2024, reflected a total balance of $1,964.91.  The billing statement consisted of the past due balance of $1,612.55, monthly service charges, taxes and fees for the billing period of June 9, 2024, through July 8, 2024, in the amount of $343.50, and a late fee of $8.86. 
  
  On July 12, 2024,our office spoke with *************************************** and apprised them of the information above.  *************************************** provided the tracking number for the shipping label that they utilized to return the malfunctioning ******* Galaxy S22 Ultra device, which estimated the delivery date of the device to ********************** to be on July 12, 2024.  As a courtesy, T-Mobile applied a credit of $1,270.19 for the device non return fee and applicable taxes, updating the account balance at the time to $694.72.  We regret any inconvenience to ***************************************. 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.
  
  
  Very truly yours,
  
  T-MOBILE USA,INC.
  
  
  *********************
  Executive Response

  Customer response

  07/19/2024

   
  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

  07/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  T-Mobile ran TV ads around 2019 promising that prices will never increase if you are 55 and older. My wife and I joined and have been on the same plan. T-Mobile never mentioned in their TV advertisement nor verbally when i called to join or tried to explained that the only guarantee is T-Mobile will pay your final month's bill if the price goes up. This is baiting and fraudulent practices.

  Business response

  07/12/2024

   
  
  July 12, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************ 200
  *****, ID *****
  
  Re:*****************
  Your File No. 21956317
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 8, 2024, regarding the above-referenced account.   
  
  T-Mobile regrets any concerns *****************, has regarding the account, and we appreciate the opportunity to respond to this matter. T-Mobile records reflect ********** account was activated on May 20, 2019, and currently has four lines of service. ********** lines include three mobile numbers ending in 8334, 4704 and 3764, which are subscribed to our ONE Plan Unlimited 55 rate plan at the cost of $105.00 per month for the first two lines of service, and $25.00 for each additional line of service. Additionally, ***************** has a T-Mobile 5G Home Internet line ending in 4719, which is subscribed to our T-Mobile Home Internet plan at the cost of $50.00 per month.  It should be noted ********** account receives an AutoPay discount of $15.00 per month when AutoPay is active. 
  
  T-Mobile periodically reviews our plans and services to ensure that customers receive our latest benefits and features. As costs continue to rise, T-Mobile has made some small adjustments to the pricing of some of our older rate plans. On May 22, 2024, T-Mobile began notifying customers enrolled on older rate plans that their plans monthly recurring cost will increase as of their June statement.
  
  T-Mobile notified ***************** that their ONE Plan Unlimited 55 will increase by $15.00, as of their bill cycle, dated June 20, 2024. ********** plan type, benefits, and due date will remain the same. If ***************** is interested in shopping for a new rate plan or would like to review our current rate plan offerings, we encourage them to contact ************* or visit **************************/cell-phone-plans.  T-Mobile regrets any inconvenience to *****************.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************. 
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  *******************;
  Executive Response
  
  

  Customer response

  07/14/2024

   
  Complaint: 21956317
  
  I am rejecting this response because:

  T-Mobile is still refusing to honor their obligations after the *****% price increase on my cell phone service that they promised me and many other over 55 years old and many senior citizens that they will never ever increase the plan's rates. They are a big company with big resources but they shouldn't be allowed to bait senior citizens and others into joining cell phone plans that T-Mobile is not planning to honor and without ANY transparency.

  Fix your mistakes, reinstate the old price rate and issue a public apology with a promise to be honest and transparent from now on, that's how you solve th his issue.

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

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had an account with T ***** for more than 2 years, but last June the 3rd, I switched to another company that gave me a better deal, so, I canceled the service with T ***** that same day. Then, on June 15th I was charge for the T ***** monthly payment of $90, because I was enrolled on auto pay, they just made the withdrawal without my authorization, even when the service was canceled on June the 3rd. I called the bank and explained the situation, and the payment was cancelled. I called T ***** that same day, and they told me that I only owed 10 days of service, so, I was expecting an invoice for the right amount, then , I received an invoice for 115 dollars, 90 dollars for the service I wasn't provided, plus 25 for the cancellation of the payment they tried to get from my bank, and a warning that they will send the bill to a collection agency. Today I received a bill from the collection agency, saying that I owed 128 dollars. This company is stealing money from the customers, I'm supposed to be charged only for 10 days of service, and now they want me to pay 128 dollars for a service they didn't provide, plus fees? I hope you can help with this, who knows how many people they are taking money from every day. I switched telephone companies before and this never happened to me. Thank you so much for your help. My phone number is ***********

  Business response

  07/18/2024

  July 18, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *****, ID *****
  
              Re:      ****** ******
                          Your File No. 21955190
                          T-Mobile Account No. *********
  
   To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 8, 2024, regarding the above-referenced account.  
  
  T-Mobile regrets any concerns ****** ****** may have regarding their account, and we appreciate the opportunity to respond.  T-Mobile records confirm that prior to June 3, 2024, ****** ****** had two voice lines of service ending in 8383 and 4947 subscribed to the tax inclusive Magenta *** 55+ rate plan at the monthly cost of $100.00.  In addition, ****** ****** participated in the **************** with Ads benefit which included a $6.99 ******* discount reducing the cost of the **************** with Ads subscription to zero (excluding applicable taxes).
  
  ******************** account was enrolled in AutoPay.  AutoPay is a free service that automatically deducts payments from a customers credit card or checking account to pay their ********************** bill.  AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.  Customers on eligible rate plans and utilizing a debit card or checking account as their form of payment may also receive a $5.00 monthly bill credit per line for using AutoPay.       
  Consequently, ******************** monthly cost for the Magenta *** 55+ plan was expected to be $90.00.  It is important to note that the monthly ******* discount and AutoPay bill credits are contingent upon an eligible customer remaining with ********************** for the entire billing period. 
  
  ******************** account was billed by a system known as bill current.  This means charges for ******************** rate plan were billed in advance of the service being provided and became due within that billing cycle.  ******************** billing cycle ran from the 25th of one month through the 24th of the next month.  Notice of the monthly recurring charges and feature charges are available on or around the 25th of the month, and those charges were due on or around the 17th. 
  
  The billing statement dated May 25, 2024, reflected a balance owed of $90.00 and consisted of new monthly service charges for service access between May 25, 2024, through June 24, 2024.
  
  T-Mobile records confirm ****** ****** canceled their account on June 3, 2024, when they ported their mobile numbers to another service provider.  Pursuant to T-Mobile policy, customers are responsible for all charges through the end of their service term.  Furthermore, if a customer participating in AutoPay and the **************** with Ads benefit cancels their account within a billing cycle, they will lose the AutoPay and ******* discount for that billing cycle.
  
  Please note,T-Mobile has no record of ****** ****** contacting our ************* Team to request that AutoPay be removed from the account.  As a result, on June 15, 2024, in accordance with ******************** AutoPay authorization, a payment of $90.00 was remitted from their financial institution, reducing the account balance to zero.  As ****** ****** authorized AutoPay,it is T-Mobiles position that the payment debited on June 15, 2024, was authorized.
  
  On June 23, 2024,the payment of $90.00 originally remitted on June 15, 2024, was returned unpaid to T-Mobile by ******************** financial institution.  As such, the payment amount was returned to the T-Mobile account balance, and a returned payment fee in the amount of $25.00 was assessed, updating the account balance to $115.00.
  
  Like other wireless operators and most retailers, T-Mobile assesses a fee if a payment is dishonored or returned.  The fee helps us recover the costs charged by banks when processing such a transaction, our staffs working of the returned payment and notifying the customer of the matter.  If a check,electronic funds transfer, or any other payment is dishonored or returned,T-Mobile will charge the T-Mobile account holder a returned payment fee as permitted under applicable state law that will not exceed $35.00.  In the event of a returned payment, we may also require another payment method and/or immediately suspend or cancel service.  T-Mobile accepts several payment methods, and payments can be made in retail stores, over the phone,on-line or via the mail.  We encourage customers to choose a method that is right for them and prevent returned payments and the application of the fee. 
  
  The billing statement dated June 25, 2024, reflected a balance owed of $128.17.  The billing statement included the past due balance of $115.00, and prorated charges of $13.17 due to a partial rerate for midcycle changes.
  
  As the account was cancelled with a balance owed, it was placed in our pre-collection process.  While an account is in pre-collection, T-Mobile partners with a third-party collection agency to collect past due balances on recently cancelled accounts to help customers resume service when possible and to avoid further collections activity.  Please note while acting in a pre-collection capacity, the third-party collection agency does not report the account negatively to any credit bureaus.
  
  On July 9, 2024,T-Mobile received a notice from ******************** financial institution notifying that the payment returned to T-Mobile on June 23, 2024, was reversed, and credited back to T-Mobile.  As a result, the payment amount of $90.00 was applied to ******************** account, and the returned payment fee of $25.00 was reversed, updating the account balance to $13.17.
  
  On the same date,our office contacted ****** ****** and apprised them of the information above.  To amicably resolve ******************** concerns, T-Mobile applied a one-time credit of $13.17 to the account reducing the balance to zero.
  
  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 response

  07/18/2024

   
  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

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During the 2nd week of March while in **** club Lynchburg va I was approached by T-Mobile rep named Storm.This guy told me that if I came to T-Mobile under a military plan with my 2 sons we could get reimbursed for paying off our IPhones with ***** One of my sons is deployed in ***** and has an established T-Mobile account .My other ex military son and I were on ATT service getting promotional discounts on devices.All 3 are military active or veterans. I was told to pay off ATT and take proof of payoff to Candlers mountain T-Mobile store. I was told I would get reimbursed for each paid off iPhone up to ****** and get **** gift card.These people called my son in ***** to make sure that I was an authorized user on multiple occasions . After turning in documents it had been over 6 weeks I checked on the deal. All of a sudden I was informed this was not completed correctly by Storm at T mobile Candlers mountain upon visiting the store. I was sent to ATT to get more proof that I paid off my account devices. ***** submitted the items and uploaded them.after 3 more weeks I returned and spoke to ***** store manager who said ***** will call you..A week later storm says it was rejected based on documentation from ATT. After 3 more visits with storm and others in the store I head told it was sent to ******************* 2 weeks ago and no response has occurred. I lost credits from ATT for our device payoff by paying these phones off early and have been paying T-Mobile bills averaging 300 per month and have yet to be refunded the 1100 for moving to Tmobile nor **** club benefit I was quoted. I am extremely disappointed that I have been chasing these folks for 4 months and no one seem to care about my time , gas nor customer service. They interrupted my son stationed overseas I noticed complaints on Reddit about Tmobile failure to honor this promotion. My last encounter with them 2 weeks ago involved an employee at **** club making fun of me being retired military and having no power.

  Business response

  07/17/2024

  July 17, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************ 200
  *****, ID *****
  
  Re:*****************************
  T-Mobile Account Holder: ***********************
  Your File No. 21942884
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 8, 2024, regarding the above-referenced account.  The account holder of record is *********************** and ***************************** has been designated as an authorized user.
  
  ********************** regrets any concerns ***************************** may have experienced regarding their account billing and we appreciate the opportunity to respond.  T-Mobile records confirm *********************** subscribed to T-Mobile service on a single voice line ending 3407 and a DIGITS line ending 1010.  On March 10, 2024, *********************** activated three voice lines ending 8397, 6206, and 7999 and updated the account to the Go5G ************* rate plan billed at $120.00 for the first two lines and $30.00 per additional line.  Additionally, *********************** activated a second DIGITS line ending 4359 on the Digits Apple Watch PLUS rate plan for $20.00, and a Home Internet line ending in 7423 on the T-Mobile 5G Home Internet rate plan for $65.00.  The Home Internet line receives a $20.00 discount on the Internet ******** promotion.  As *********************** is enrolled in AutoPay with an eligible payment method, the account also receives a $5.00 per paid line discount.
  
  During activation, ***************************** intended on taking advantage of our Keep and Switch promotion.  This promotion allowed customers who purchased an eligible phone and maintained active service from select carriers, and who ported their phone numbers from that select carrier over to T-Mobile, to use the referenced eligible phone on the T-Mobile network, and we will reimburse them for their remaining device balance, up to $800.00, via virtual prepaid MasterCard.  Additional information, including a list of the eligible models for the offer is available at ************************************************************************************************************************; To qualify for reimbursement, customers must upload proof of the other carrier payment plan associated with the phone they bring to T-Mobile within 30 days of activation of service at www.switch2t-mobile.com. 
  
  A review of the account confirms that ***************************** submitted a rebate request on May 16, 2024, for $1,055.50, the total paid to AT&T to close their device financing on two devices; however, additional documentation was required.  On June 29, 2024, ***************************** spoke with our ************* who advised Keep and Switch was ineligible outside of 30 days from activation.  T-Mobile regrets any inconvenience this caused to *****************************.
  
  On July 11, 2024, our office spoke with ***************************** and advised them of the above.  Seeking an amicable resolution, T-Mobile offered to apply a one-time non-refundable bill credit of $1,055.50 to update the account to a credit balance of $1,055.50 which will be applied to future billed charges.  ***************************** accepted the offer as resolution for their concerns.  T-Mobile regrets any inconvenience to *****************************, and we appreciate their feedback regarding their recent experiences.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************. 
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  *******************
  Executive Response

  Customer response

  07/18/2024

   
  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

  07/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  To whom it may concern,I am filing a complaint against T-Mobile for denying me access to my account and charging me for a watch plan that is not functioning. This lack of access and service issue is unacceptable. I've tirelessly worked with T-Mobile customer service and technical support but have not seen any positive results. Reference - Ticket #: REQ00749497 I demand immediate resolution to restore my account access, reimbursement for the non-working service, and address the non-functional watch plan. Failure to resolve this matter will leave me no choice but to escalate this issue further.Sincerely,*************************** For and on behalf of Ecoelectro Marketplace LLC

  Business response

  07/18/2024

   
  
  July 18, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************ 200
  *****, ID *****
  
  Re:***************************
  T-Mobile Account Holder: Ecoelectro Marketplace LLC 
  Your File No. 21954437
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 8, 2024, regarding the above-referenced account.  The account holder of record is Ecoelectro Marketplace LLC and *************************** is an authorized user of the account.   
  
  T-Mobile regrets any inconvenience experienced by *************************** regarding their business account, and we appreciate the opportunity to respond.  The above-referenced account was activated with six voice lines ending in 4608, 4622, 7598, 9634, 3639, and 4928.  The account was subscribed to T-Mobiles Business Unlimited Ultimate rate plan with a monthly cost of $240.00 including applicable taxes and fees.  There were also two high speed internet lines of service ending in 2536 and 9645.  The line ending in 2536 was subscribed to the 5G Small Business Internet rate plan with a monthly cost of $50.00 including applicable taxes and fees.  The line ending in 9645 was subscribed to Small Business Internet TE rate plan with a monthly cost of $50.00 per month including taxes and fees.  *************************** also subscribes to a mobile internet line with a number ending in 9212 on a Business Tablet 10GB HS TE rate plan, with a monthly cost of $10.00 per month including taxes and fees.  
  
  *************************** subscribed to a mobile internet watch line ending in 8303, on a Business Data w/ Digits rate plan with a monthly cost of $12.00 per month including taxes and fees.  On February 3, 2024, *************************** took advantage of our Equipment Installment Plan (***) with the purchase of a ******* Galaxy Watch 5.  *************************** remitted a down payment in the amount of $120.00 and agreed to a series of ************************** the amount of $8.75.  *************************** received a promotional discount for our 2023 ******* Watch P4: *******: Free Galaxy Watch5 40mm with New Watch Line.  Customers could get a free Galaxy Watch5 40mm, via monthly recuring device credits, when the device was purchase on *** and a new Data with paired DIGITs line was activated.  As the account qualified for the promotion, the account was receiving a monthly recurring device credit in the amount of $13.75.
  
  Please be advised, customers that choose to use *** to pay for their equipment, are required to enter into a 24-month financing agreement signed at the time of the purchase.  Although this 24-month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their *** balance at any time by making additional incremental payments or a single payment for the total balance owed.  Please note, any additional payments reduce the length of time it will take to pay the balance owed but will not reduce the amount of the agreed upon monthly installments.
  
  On July 9, 2024, our office contacted *************************** regarding their concerns.  *************************** mentioned they would prefer to use the mobile internet line for tablet service.  Therefore, we converted the DIGITS watch line ending in 8303 to a tablet line and updated the rate plan to a T-Mobile Bus Tablet 10 GB HS TE rate plan with a monthly cost of $10.00 plus applicable taxes and fees.  *************************** also requested a mobile number change for the mobile internet line ending in 8303 which was completed and changed to the line ending in 0552.  Credit was also issued toward the account in the amount of $70.00 for the *** balance for the ******* Galaxy Watch.  This credit updated the balance to a credit of $70.00 and would impact future billing statements until depleted.  Additionally, T-Mobile mailed a SIM card to *************************** address, for the line ending in 0552 at no cost.  During our conversation with ***************************, we contacted our internal team which supports our Business Account Hub regarding access issues they were experiencing.  
   
  As follow up, on July 12, 2024, our office contacted ***************************, and we confirmed they were able to successfully access their T-Mobile Business Account Hub.  ********************** regrets any inconvenience to ***************************. 
  
   Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************. 
  
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  ***************************
  Executive Response
  
  

  Customer response

  07/18/2024

   
  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

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  T-Mobile overcharge my account and we cancelled our account and they send us last bill statement which had a refund amount listed. Called customer care they told me i have to go to a physical store location and after explanining the sulituation and calling customer care three time and spend almost an hour just to find out i have to get verified. Store manager was laughing when i ask that Tmobile owe me money and i want refund.They did verify that that was me! Then customer service took my bank info and mailing address and told me they will send me a letter in my email on 06/26/24. And i should expect a refund within 5-7 days. Today is 07/07 and i called them to ask for status of refund and they keep transferring me from one department to another and they did it 4 times. Just to tell me we cant verify you that you are the person who was the owner of this account and cant tell you a status update!!! I spend 30 min over phone and they hung up on me and told me you need to go to store to get verified !!I told them this is not good customer service and i need my refund ! Please help.

  Customer response

  07/11/2024

  Issue has been resolved. Thanks for your help and cooperation.

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