Business Profile

Cell Phone Supplies

T-Mobile USA, Inc.

Headquarters

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Complaints

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

Customer Complaints Summary

27,534 total complaints in the last 3 years.
8,595 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:04/20/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a product(bluetooth speaker) from Tmobile.com website on 11/6/23 and got it delivered on 11/8/23.I've decided to return the product within the return period and called in customer service and got the return label to ship out. The product is in new condition.The return shipping arrived on time. I called the T-Mobile customer service to get my refund, they promised to call me back after their investigation. but i never got phone calls from Tmobile and no refund.It's been couple months now I'm trying to get my refund now.
Business Response
Date: 04/27/2023
April 27, 2023

FILED ELECTRONICALLY

Better Business Bureau
************************************* 200
*****, ** *****

Re: *************
T-Mobile Account Holder: Mi Sook Son
Your File No. 19963023
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated April 20, 2023, regarding the above-referenced account. Please be advised that the account holder on file is *********** Son who has designated ************* has an authorized user of the account.

********************** regrets any concerns ************* may have regarding their account, and we appreciate the opportunity to respond. On November 22, 2022, ************* purchased a ****** Kardon ONYX Studio 7 Bluetooth Speaker. Upon purchase, ************* paid a total of $109.47 after a promotional instant discount of $380.02.

As of the time of ************ purchase of a new accessory, T-Mobile provided a 20- return period which allowed ************* to use the equipment to see if it meets their needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable equipment financing agreement entered at the time of the original purchase. Please be advised that we were unable to confirm the return of Jun **** ****** Kardon ONYX Studio 7 Bluetooth Speaker.

In efforts to amicably resolve Jun Lees concerns, on April 21, 2023, T-Mobile processed a refund of $109.47 which was accepted as a resolution. ************* should allow up to three business days for the funds to be available in their account. ********************** regrets any inconvenience to *************.

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

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

Very truly yours,

T-MOBILE USA, INC.

***************;
Executive Response
Initial Complaint
Date:04/20/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
HERE WE ARE AGAIN, AND I WILL CONTINUE TO MAKE COMPLAINTS UNTIL THE $34.92 credit that was applied to my account and than added to my account is applied!On feburary 2023 tmobile applied a credit for a device installment that ended and zeroed out the balance remaining on the iphone 12they gave me a credit n than added it onto my next months bill I signed a ******************** feb ****************************************** that same month feb 202124months starting in febuary 2021 should end in febuary 2023 but thats not what happened, im still currently being charged for a device thats paid off. *** asked numerous times for a detail account on my account STILL havent received one Tmobile will use dirty tactics theyll respond with everything BUT the issue at hand and in this complaint! Im very aware of my payment arrangements and the dates their due and pay them. Notice tmobile response will be all about what i just stated and am aware of but they cant justify a credit they gave me and than added that credit on to my march ******* been charged 1.22$ for 24 months without me knowing it or agreeing to it, they keep saying its in my contract but refuse to send me a copy of that contract because when u sign in the store u do not get a copy for reference. More or less it allows them to charge u whatever than claim u agreed to it in ur contract but they cant wont and dont supply u with a copy of that contract, ive asked if i could pay for a copy and was informed they dont do that?!?! Why cant a customer see their contract? They call me at all hours of the night to resolve a complaint! ** calling me at 2am to resolve a complaint?Tmobile continues to rip me off and refuses to correct the issue, this is my 4th complaint on the same issue! Fcc complaint will follow!
Business Response
Date: 04/27/2023
April 27, 2023

FILED ELECTRONICALLY

Better Business Bureau
*****************************************
*****, ** *****

            Re:     *******************
                        Your File No. 19962928
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated April 20, 2023,regarding the above-referenced account.

T-Mobile regrets any concerns ******************* may have regarding their T-Mobile account, and we appreciate the opportunity to address this matter. T-Mobile confirms that on March 15, 2021, ******************* qualified for and took advantage of T-Mobiles Equipment Installment Plan (***) with the purchase of an Apple iPhone 12 64GB handset with the International Mobile Equipment Identifier (IMEI) number ending in ****, which was associated with the mobile number ending in ****, for the full retail purchase price of $829.99 plus applicable taxes and fees. Additionally, ******************* took advantage of a second *** on March 15, 2021, for an iPhone 12 Clear Case and 20W USB-C Power Adapter accessories.

At the time of purchase, ******************* was not required to remit a down payment; however, agreed to pay $56.25, which is for the taxes on the full retail price of $829.99 of the device. ******************* was also charged a $20.00 upgrade support fee making their upfront cost total $76.25. ******************* agreed to a series of ************************** the amount of $34.59 for the Apple iPhone 12 64GB device and agreed to ************************** the combined amount of $5.01 for the iPhone 12 Clear Case and 20W USB-C Power Adapter accessories. T-Mobile regrets if ******************* was not provided the *** agreement at the time of purchase on March 15, 2021.

It should be noted ***** Roses billing cycle runs from the 2nd of one month, to the 1st of the following month, with payment due on or around the 22nd of the month. As ******************* purchased the Apple iPhone 12 64GB handset on March 15, 2021, the first of the 24 monthly installments appeared on the April 1, 2021, billing statement. As such, the 24th and final installment was billed on the March 1, 2023, billing statement. T-Mobile has reviewed our records and was not able to locate an *** device agreement that was started in February of 2021.

Further review of our records shows that the February 1, 2023, billing statement reflected a balance owed of $227.04 which was comprised of the past due balance of $113.09 due by January 22, 2023, and current charges of $113.95 that were due by February 22, 2023. Please note that the current charges of $113.95 included the 23rd *** installment charge of $34.59 for the Apple iPhone 12 handset which T-Mobile considers this charge to be valid. Nevertheless, on February 14, 2023, upon speaking with ******************* T-Mobile agreed to apply a one-time courtesy credit in the amount of $34.59 to cover this charge leaving one more installment of $34.42 that would reflect on the March 1, 2023, billing statement which ******************* accepted as resolution. On February 17, 2023, ******************* remitted a payment of $56.55 and on February 22, 2023, a payment of $56.54, totaling $113.09 that covered the past due balance of $113.09 that was due by January 22, 2023.

Please note that the current charges of $113.95 that were due by February 22, 2023, were reduced to $79.36 with the courtesy credit of $34.59 that was applied on February 14,2023. The billing statement dated March 1, 2023, reflected a total balance owed of $192.28. This balance consisted of the past due balance of $79.36, and current charges of $112.92 for monthly recurring charges of $50.00 for the Simple **************** Talk and Text rate plan, a charge of $10.00 for the Unlimited High-Speed with 3GB Mobile Hotspot add-on feature, a charge of $10.00 for the Apple Watch rate plan, the 24th and final *** installment of $34.42, a $1.22 late payment fee and applicable taxes.

On March 14,2023, ******************* made a payment of $39.68 and on March 22, 2023, remitted another payment of $39.68. This reduced the balance of $192.28 to $112.92 that would be due by March 22, 2023. The billing statement dated April 1, 2023,reflects a balance of $191.43. This balance consisted of the past due balance of $112.92, that was due by March 22, 2023,and current charges of $78.51 that are due by April 22, 2023. On April 9, 2023, ******************* made a payment of $56.46 and on April 22, 2023, remitted another payment of $56.46 reducing the balance of $191.43 to $78.51 that was due by April 22, 2023.

Please be advised that after thorough review of ***** Roses account, ********************** has confirmed the *** installments for the Apple iPhone 12 64GB handset was billed out correctly over the duration of 24 months. Furthermore,T-Mobile has determined that the late fees on the above billing statements are valid, as the account has carried a past-due balance as far back as January of 2021. Please note pursuant to T-Mobiles Terms and Conditions, late fees, subject to the maximum allowed by state law,may be charged if payment is not received by the due date specified on the billing notification. In addition, by accepting late payments, T-Mobile is not foregoing the right to collect all amounts due. It is T-Mobiles position that the account has been billed in accordance with the Terms and Conditions of service and equipment agreement.

T-Mobile records confirm that our office has contacted ******************* and has advised that their account has been billed correctly. Please note that our office may contact customers between the hours of 9 a.m. and 8 p.m. in the customers local time zone. We found no record of ******************* being contacted by our office outside of normal business hours.

On April 21,2023, T-Mobile offered to provide ******************* the *** financing agreement signed on March 15, 2021, for the Apple iPhone 12 64GB *** agreement via email. However, ******************* declined this offer.   It should be noted that T-Mobile does not require an annual service contract, rather service is at will on a month-to-month basis. However, T-Mobile does provide equipment purchase options such as *** financing agreements and Jump! on Demand (JOD) lease to facilitate handset purchases or our customers can choose to purchase their handsets at the full retail price.

Please note that a copy of the Terms and Conditions can be located on our website, at www.T-Mobile.com at the bottom of the home page under the Terms and Conditions link. Additionally, should ******************* wish to review the terms of the *** financing agreement that was signed on March 15, 2021, this can be accessed by logging into their My T-Mobile App and following the below steps.

Log in to the T-Mobile app and tap BILL.
Scroll to the bottom and tap on Account Activity.
Then select Filter, then select the category and time-range.

It is T-Mobiles position the account has been billed accurately and no further compensation is due for this matter. We sincerely 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 Answer
Date: 04/28/2023

Complaint: 19962928

I am rejecting this response because:Once two or more people, such as a business and a user, have created a valid, binding contract, neither of them can change the terms of that contract by themselves. They must obtain the other party's agreement, and they must meet the four legal criteria again. The proposed change to the terms is a new offer, which the other party must accept, along with a
"meeting of the minds." If the new terms make significant changes to the original contract, they may need to have new consideration.
A business therefore cannot change its *** on its own and have those changes apply to existing users. The Ninth Circuit Court of Appeals reached this conclusion in a 2007 decision, ****************** Talk *******. The court held that a business must notify users about proposed changes to the *** and obtain their consent. Not providing an update notice about upcoming changes to your legal agreements is similar to a browsewrap agreement: if the user isn't aware of the changes, the user can argue that she/he couldn't have agreed to the new terms because the terms weren't presented properly. Terms of Service are contracts
A website's *** is a contract between the business and its users. In order for a contract to be binding on both parties, it must meet at least four criteria:
???An offer by one party.
???An acceptance by the other party.
???A "meeting of the minds," meaning that both parties understand that they are entering into a legally binding agreement.
???Consideration, which means that each party must agree to do something, provide something of value, or refrain from doing something.Changing the terms requires amending the contract
Once two or more people, such as a business and a user, have created a valid, binding contract, neither of them can change the terms of that contract by themselves. They must obtain the other party's agreement, and they must meet the four legal criteria again. The proposed change to the terms is a new offer, which the other party must accept, along with a
"meeting of the minds." If the new terms make significant changes to the original contract, they may need to have new consideration.
A business therefore cannot change its *** on its own and have those changes apply to existing users. The Ninth Circuit Court of Appeals reached this conclusion in a 2007 decision, ****************** Talk *******. The court held that a business must notify users about proposed changes to the *** and obtain their Consent. In short *** is a contract, if i decide i dont agree to the *** and decide to leave theres a fee! Early Termination. Following the Return Period, you may end this lease before the end of the scheduled lease term by notifying ** in writing at least 30 days before you terminate and returning all remaining items of Equipment. If you terminate the lease early under this paragraph, you must pay ** the sum of (the "early termination amount"): (i) any past due payments or other unpaid amounts due under this lease, plus (in) the remaining unpaid scheduled lease payments in the amount(s) set forth above for the remaining items, plus (iii) any excess wear and use charges, plus (iv) any additional fees or taxes related to your payment of these amounts. For the avoidance of doubt, if the lease is terminated early, any bill credits you were receiving may no longer apply.
I PROVIDE A COPY OF THEIR LEASE AGREEMENT, and how it requires a down payment, which is the equivalent of the first months services along with the device installment! This complaint is about the tos
Providing a

Sincerely,

*******************
Business Response
Date: 05/05/2023

May 5, 2023

FILED ELECTRONICALLY

Better Business Bureau
************************************* 200
*****, ** *****

Re: *********************
Your File No. 19962928
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated May 3, 2023, regarding the above-referenced account.

T-Mobile regrets to hear of any continued billing concerns ******************* has and we appreciate the opportunity to respond. Please note, ******************* indicated in the correspondence to your office that a down payment would be equivalent to the first installment of a device purchased. It should be notated the document ******************* provided to your office is a blank copy of our JUMP! on Demand (JOD) agreement, which is a lease agreement. It is important to note that a lease agreement is not the same as an Equipment Installment Plan (***) financing agreement. Equipment leased via a JOD remains the property of T-Mobile, and customers have the option at the end of the lease term to return the equipment or to pay a purchase option price to own the equipment. Furthermore, the document provided by ******************* is a general example of a JOD lease and is not an actual agreement associated with their T-Mobile account.

When ******************* purchased the Apple iPhone 12 64GB device, it was financed utilizing our ***, which has separate terms and conditions. At the time of purchase, ******************* was not required to remit a down payment. The full retail price of the Apple iPhone 12 64GB device was $829.99 plus applicable taxes. At the time of purchase, ******************* remitted payment in the amount of $76.25 for the applicable taxes of $56.25 and $20.00 for the upgrade support fee. ******************* then agreed to a series of 24-monthly installments in the amount of $34.59 for the Apple iPhone 12 64GB device, which was for the cost of the device. The first monthly installment was reflected on the April 1, 2021, billing statement and the 24th and final installment was reflected on the March 1, 2023, billing statement.

As previously advised, T-Mobile offered to provide ******************* a copy of the *** agreement signed on March 15, 2021, for the Apple iPhone 12 64GB via email. However, ******************* declined this offer. It was also advised that ******************* can also review the *** agreement that was signed on March 15, 2021, by logging into their My T-Mobile App and following the below steps.

Log in to the T-Mobile app and tap BILL.
Scroll to the bottom and tap on Account Activity.
Then select Filter, then select the category and time-range.

It remains T-Mobiles position that the account was billed in accordance with the terms of the *** agreement and no further compensation is due for this matter. 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
Initial Complaint
Date:04/20/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
MY account *********** was sent to collections by T mobile around August ******************************************** ************************* (consumer) the opportunity, before the time that such information is initially disclosed, to direct that such information not be disclosed to such third party which its clearly states in 15 U.S. Code **** - Obligations with respect to disclosures of personal information. My account was was removed from the collection agency *************************** as yesterday 4/20/23 . Every time i call customer care i get told that i can just pay the bill or call the collection agency. I spoke with employee # ****** and she basically said that she is following her company policy and could not help. I called T mobile a lot to talk to someone about the debt collection process and why my personal information is with a company that is not apart of the original contract. I was just told that my information was accurate and could not get a get method of how T mobile determined that information. I've sent letter to the president and chief executive but they refused it.
Business Response
Date: 04/27/2023

April 27, 2023

FILED ELECTRONICALLY

Better Business Bureau
************************************* 200
*****, ** *****

Re: ***********************
Your File No. 19962923
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated April 20, 2023, regarding the above-referenced account.

We regret any concerns *********************** may have regarding the above-referenced account and we appreciate the opportunity to respond. Please be advised, by breaking the seal opening the new handset box, placing a T-Mobile SIM card in a device, and using our services, customers agree to our Terms & Conditions (T&C) of service, which may be reviewed online at ******************************************************************************** .

Per T-Mobile Terms and Conditions, You and we each agree that if you fail to timely pay amounts due, we may assign your account for collection, and the collection agency may pursue, in small claims court, claims limited strictly to the collection of the past due amounts and any interest or costs of collection permitted by law or this Agreement. If your account is unpaid or otherwise not in good standing, your service may be reduced, suspended, or terminated.

T-Mobile records reflect that *********************** activated the account on April 25, 2021, with one voice line of service ending in **** which was subscribed to the Magenta price plan for $75.00 per month, taxes and fees included. *********************** was also subscribed to the Protection 360 equipment insurance for $18.00 per month, plus applicable taxes.

T-Mobile records further indicates on April 25, 2021, *********************** took advantage of our Equipment Installment Plan (***) with the purchase of an Apple iPhone 12 64 GB handset. *** is a payment option that allows eligible customers to purchase handsets by remitting a down payment at the time of purchase, if required, and agreeing to pay the remaining balance in 24 monthly installments. Accordingly, *********************** was asked to remit a down payment in the amount of $79.99 and agreed to pay $58.10 for the taxes on the full retail price. *********************** then agreed to a series of ************************** the amount of $31.25. The *** was receiving the 2021 Apple Trade P6 promotional discount of $15.63 per month which reduced the *** payment to $15.62 per month. It is important to note, the promotional credits are to be paid out for the full term of the *** with no means to speed up their payout. If the service is cancelled prior to the full 24 months, any remaining promotional credits stop and any remaining open *** balance is accelerated and becomes due with the final billing statement.

T-Mobile records confirm, *********************** billing cycle ran from the 26th of the month to the 25th of the following month, with payment due on the 18th. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. A review of the account confirms *********************** payment that was due on December 18, 2021, was not received on time, in full. Therefore, on January 9, 2022, T-Mobile suspended the accounts ability to place outbound calls. Subsequently, on January 20, 2022, the account was suspended in full for non-payment.

The January 26, 2022, billing statement reflected a balance of $243.98, which included a past due of $220.22, for services from November 26, 2021, through January 25, 2022, *** charges, a credit of $15.00 for a mid-cycle account suspension, a late fee, taxes and fees.

As the account remained past due, on March 7, 2022, ******************* account was cancelled for non-payment. The March 26, 2022, billing statement reflected a balance of $670.92 which included, the past due balances and the accelerated final *** charges.

As the account remined past due, on April 26, 2022, the account was assigned to an outside collection agency, ********************************** (RPM) and the account was assessed an outside collection agency fee of $50.55 which increased the account balance to $721.47. As such, the account remains cancelled with a balance due of $721.47.

However, as RPM was unable to collect on this debt, on October 28, 2022, the account was reassigned to ************************** (FAS).

If *********************** feels there is an error with their credit report, we recommend that they dispute it directly with the credit bureaus. Here is the contact information for the three major credit bureaus:

Equifax *********** Services LLC
Experian
TransUnion
P.O. Box 740256P.O. Box 4500Consumer Dispute Center
*******, ** 30348Allen, TX 75013P.O. Box 2000
www.equifax.com
www.experian.comChester, ** 19016
866-349-5191888-397-3742https://dispute.transunion.com

On April 12, 2023, T-Mobile received a Cease-and-Desist demand letter as well as a Debt Validation request from ***********************. On April 18, 2023, pursuant to *********************** request, we mailed a Debt Validation response letter via **** to the billing address on *********************** account.

Finally, T-Mobile has notified ************************** (FAS) to cease and desist all collection efforts against ************************ However, because T-Mobile considers this debt to be valid and owed, we will pursue all our legal rights and remedies to collect this balance. Thus, T-Mobile respectfully declines their request of receiving a lifetime line of credit and a device, free of charge. T-Mobile regrets any inconvenience to ***********************.

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

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

Very truly yours,

T-MOBILE USA, INC.

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

Customer Answer
Date: 04/27/2023

Complaint: 19962923

I am rejecting this response because: BEFORE ANY INFORMATION SUCH IS DISLCOSED THE CONSUMER WHICH IS ME *********************** HAS THE RIGHT TO DETERMINE IF I WANT THAT COMPANTY TO DICLOSE MY INFORMATION TO SUCH 3RD PARTY COMPANY.
And like all ready told your company multiple times I that was heavily impacted by Covid-19. And I have right to privacy.
Sincerely,

***********************
Initial Complaint
Date:04/20/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered phones, didnt like customer service, so I cancelled the phones and returned the phones. But yet, Im being charged for services that I never received or used. And they away they can help me.
Business Response
Date: 04/27/2023
April 27, 2023

FILED ELECTRONICALLY

Better Business Bureau
*****************************************
*****, ** *****

            Re:     ***************************
                        Your File No. 19962425
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated April 20, 2023,regarding the above-referenced account.

T-Mobile regrets to hear of *************************** concerns and we appreciate the opportunity to respond. T-Mobile records confirm *************************** activated the above account on March 31, 2023, with two lines of voice service ending in **** and **** which subscribed to the Magenta *** rate of $150.00 per month. Additionally, the account was enrolled in AutoPay and received a $5.00 per line discount.

With activation of the account, *************************** qualified for and accepted an Equipment Installment Plan (***) to purchase an Apple iPhone 13 handset and an Apple iPhone 14 handset. *** is a payment option that allows eligible customers to purchase handsets by remitting a down payment at the time of purchase, if required, and agreeing to pay the remaining balance in monthly installments. *************************** was not required to remit a down payment; however, they agreed to pay the the taxes on the full retail pricing of the devices. *************************** then agreed to a series of ************************** the amount of $30.42 for the Apple iPhone 13 and $33.34 for the Apple iPhone 14.

As of the time of *************************** purchase of the new handsets, T-Mobile provided a 20 day return period which allowed *************************** to use the equipment to see if it met their needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and,if requested, cancelation of the service and any applicable equipment financing agreement entered at the time of the original purchase.

Most postpaid T-Mobile accounts are billed by a system known as bill current. This means charges for *************************** rate plan are billed in advance of the service being provided and become due within that billing cycle. Accordingly, the first billing statement was made available with activation in the amount of $170.42 for services rendered from April 1, 2023, through April 30, 2023. Payment of the balance due was scheduled to deduct with AutoPay on April 20, 2023.

T-Mobile records confirm on April 17, 2023, *************************** contacted ************* with a request to cancel the account and return the two Apple handsets. A prepaid return label was issued to facilitate the equipment return and the lines of service were canceled,pursuant to *************************** request; however, AutoPay was not removed from the account and the payment of $170.42 processed as scheduled on April 20,2023.

Our office spoke with *************************** on April 26, 2023, to apprise of our findings outlined above. During our contact with ***************************, we confirmed *** had picked up the return package associated with the two Apple handsets; however, *** notified us that the packaging was damaged and the merchandise was missing. In an effort to amicably resolve this matter, our office has flagged the device IMEIs as lost/stolen to prevent use and waived the *** balances. Additionally, we have refunded the $170.42 payment back to the original payment method. T-Mobile regrets any inconvenience to ***************************.

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

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

Very truly yours,

T-MOBILE ***,INC.

***************************
Executive Response
Customer Answer
Date: 05/22/2023
Filed a claim (********) and it was closed because TMobile stated that they took care of everything. Well, that was a LIE. I was told that I would get ALL of my money back. I only received a credit for the bill. Not for the taxes. And then I received yet another bill (never had service) for over $130 then I received a bill for over $1466 for phones that I RETURNED. PLEASE HELP
Business Response
Date: 05/25/2023
FILED ELECTRONICALLY

Better Business Bureau
*****************************************
*****, ** *****

Re: ***************************
Your File No. 20089913
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated May 22, 2023, regarding the above-referenced account.

T-Mobile regrets to hear of *************************** concerns and we appreciate the opportunity to respond. On March 31, 2023, *************************** activated two mobile lines ending in **** and **** which subscribed to the Magenta *** rate of $150.00 per month. Additionally, the account was enrolled in AutoPay and received a $5.00 per line discount. *************************** purchased an Apple iPhone 13 and an Apple iPhone 14 handset on our Equipment Installment Plan (EIP) and agreed to a series of ************************** the amount of $30.42 for the Apple iPhone 13, and $33.34 for the Apple iPhone 14, respectively. *************************** remitted an upfront payment in the amount $64.64 which included handset taxes.

The billing statement dated April 1, 2023, generated in the amount of $170.42. The billing statement included monthly access charges, taxes and fees for the billing period of April 1, 2023, through April 30, 2023.

On April 17, 2023, T-Mobile cancelled the account at *************************** request. Additionally, T-Mobile issued *************************** a prepaid return label to facilitate the return of the Apple iPhone 13 and Apple iPhone 14 handsets. Please note, as a result of the account cancellation, the Apple iPhone 13 and Apple iPhone 14 EIP balances totaling $1,466.22 were set to accelerate on the billing statement dated May 1, 2023.

On April 20, 2023, the amount of $170.42 was deducted from the payment method on file through AutoPay, updating the account balance to zero.

On April 26, 2023, our office spoke with *************************** regarding their correspondence to your office under Complaint ID ********. Our office issued a bill credit towards the pending EIP balance of $1,466.22. Additionally, we refunded the payment of $170.42 back to *************************** original payment method on file. T-Mobile is unable to substantiate that a billing statement over the amount of $130.00 generated, as *************************** indicated in their correspondence to your office.

On May 25, 2023, in an effort to amicably resolve this matter, our office issued *************************** a prepaid debit card to their billing address on file in the amount of $64.64 for the upfront payment they remitted. *************************** should expect to receive the prepaid debit card within ten business days. Please note, the account remains closed with a zero balance. T-Mobile regrets any inconvenience to ****************************

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

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

Very truly yours,

T-MOBILE USA, INC.

*************************
Executive Response
Customer Answer
Date: 05/25/2023

I am rejecting this response because:

Sincerely,

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

I will accept this claim like I told the T-Mobile executive, but he lied like Im lying about receiving yet another bill. And it is dated 5/11 and he stated that Im going to receive yet another bill. So I want this to stay open until my balance is $0
Business Response
Date: 05/30/2023

FILED ELECTRONICALLY

Better Business Bureau
*****************************************
*****, ** *****

Re: ***************************
Your File No. 20089913
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated May 22, 2023, regarding the above-referenced account.

T-Mobile regrets any continuing concerns *************************** may have regarding their account billing. As discussed in our response dated May 25, 2023, the account referenced above remains closed with a zero balance which *************************** may confirm with the final billing statement dated May 31, 2023. Additionally, T-Mobile refunded the $170.42 payment remitted on April 20, 2023, to the original payment method and issued a prepaid debit card for $64.64 to the billing address on file. *************************** may expect receipt of the card within 10 business days by ** Postal Service.

T-Mobile regrets any inconvenience to ***************************, and we appreciate the opportunity to respond.

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

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

Very truly yours,

T-MOBILE USA, INC.

***********************;
Executive Response
[Click to View All Business Messages]
Customer Answer
Date: 06/04/2023
I am rejecting this response because:

Complaint: 20089913

I am rejecting this response because: they have yet took another payment from my credit card and now I have went over my limit due to this. This is utterly ridiculous and T-Mobile continues to LIE and say my account is at a 0 balance but yet they keep taking my money. And I still have yet to receive my other credit. The person who requested this be closed told me my balance is 0 and all is well. But on June 2, T-Mobile took another payment for services I NEVER had. Please credit my account. They told me they no longer had my credit card information. Clearly that is a lie. I do NOT trust this consumer and would like this rectified ASAP. And Im still disputed the first payment with my credit card company. Just received an email on June 3rd. I am tired of T-Mobile and there lies. They have not resolved this issue but they continue to lie and say that its resolved. They need to pay for my over limit total on my account and refund me all of my money.
Sincerely,

***************************
Business Response
Date: 06/12/2023

June 12, 2023

FILED ELECTRONICALLY

Better Business Bureau
************************************* 200
*****, ** *****

Re: ***************************
Your File No. 19962425
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 8, 2023, regarding the above-referenced account.

T-Mobile regrets any continued concerns *************************** has regarding their account billing and we appreciate the opportunity to respond to this matter. As mentioned in our previous correspondence, the billing statement dated April 1, 2023, reflected a balance of $170.42, which included monthly access charges, taxes and fees for the billing period of April 1, 2023, through April 30, 2023. Please note, the account was canceled on April 17, 2023.

On April 20, 2023, the amount of $170.42 was deducted from the payment method on file through AutoPay, updating the account balance to zero. However, T-Mobile refunded this amount via a prepaid MasterCard on April 26, 2023. Please note prepaid MasterCards may take up to ten business days to be received.

However, our records show that the above-mentioned payment was returned from *************************** financial institution on May 10, 2023, and charged back to the account along with a $25.00 Return Payment Fee.

To amicably resolve this concern, on May 25, 2023, T-Mobile applied account credits totaling $142.09, bringing the canceled account to a zero balance. Additionally, we provided a prepaid MasterCard of $64.64 for the taxes of the devices mentioned in our previous correspondence.

Please note our records show on June 3, 2023, T-Mobile received notification from the financial institution that the returned credit card payment processed on April 17, 2023, for $170.42 was reversed and credited back to T-Mobile. The payment was reposted to their account, crediting the Return Payment Fee, and bringing the account to a credit balance of $195.42. However, this amount was backed out of by the financial institution on June 5, 2023, reversing the credit balance provided and updating the account to a zero balance.

As of June 9, 2023, T-Mobile has confirmed that the account still has a zero balance and remains canceled. T-Mobile regrets any inconvenience to ***************************, and we appreciate the opportunity to respond.

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

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

Very truly yours,

T-MOBILE USA, INC.

***************************
Executive Response
Initial Complaint
Date:04/20/2023
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 started using tmobile in May of 2021, in roughly jul of 2022 I started getting incorrectly charged for a phone that was a buy one get one free promotion. After many hours and countless times of being told my issue was resolved the next month I would be charged the same amount or higher. The past 2 months I have been charged an extra $210 totaling $420, $210 of which just being fees. After speaking to a representative named *******, she got very rude with me and canceled my service leaving me with no phone service at all. I have spent roughly 15 hours on the phone with tmobile and have gotten no where. They completely take advantage of their loyal customers. I'd like the $210 refunded since this was the fault of Tmobile. Tmobile did offer me credits for the incorrect charges regarding the buy one get one free promotion but I deserve the other ***** charges refunded as well. They said this was something sort of "back out charge" but why would i be charged for it 2 months in a row? I shouldn't have to pay for something like this and would like it corrected.
Business Response
Date: 05/01/2023

May 1, 2023

FILED ELECTRONICALLY

Better Business Bureau
*****************************************
*****, ** *****

            Re: *********************
                        Your File No. 19962235
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated April 20, 2023, regarding the above-referenced account. Please note, T-Mobile has made attempt to contact ********************* which have proven unsuccessful. As such, we will attempt to address Kaela Smiths concerns within this letter.

T-Mobile regrets any concerns ********************* has regarding the account, and we appreciate the opportunity to address this matter.   On May 8, 2021, ********************* took advantage of our Equipment Installment Plan (EIP) with the purchase of a ************ Galaxy s21 handset and a ************ Galaxy s21 handset and agreed to a series of ************************** the amount of $33.34 for each handset. ********************* qualified for the 2021 ******* Buy 2 promotion and began receiving monthly credits in the amount of $33.34 towards the ************ Galaxy s21 handset EIP, making it free while maintaining eligibility. Please be advised that in order to continue receiving the 2021 ******* Buy 2 promotion,customers are required to maintain an eligible rate plan.

On August 9, 2022, ********************* updated their account to the Base Essentials rate plan at the monthly cost of $80.00 plus taxes. Please note, on August 13, 2022, the 2021 ******* Buy 2 promotion was discontinued from the account due to the ineligibility of the Base Essentials rate plan.

The billing statement dated March 9,2023, generated in the amount of $361.63. The billing statement included a past due balance in the amount of $210.05 which included three returned payments ********************* has previously remitted totaling $105.05, and three returned payment fees totaling $105.00. The billing statement also included monthly access charges, taxes and fees for the billing period of March 9, 2023, through April 8, 2023, in the amount of $151.58.

On March 13, 2023, and March 16,2023, as a courtesy, T-Mobile issued two bill credits totaling $131.00,updating the account balance to $230.63. On March 16, 2023, and March 22, 2023, ********************* remitted five payments totaling $195.64, updating the account balance to $34.99. On March 22, 2023, T-Mobile issued two courtesy bill credits totaling $105.00, updating the account to a credit balance in the amount of $70.01.

The billing statement dated April 9,2023, generated in the amount of $80.64. The billing statement included monthly access charges, taxes and fees for the billing period of April 9, 2023, through May 8, 2023, in the amount of $150.65. The billing statement also included the credit balance of $70.01 that carried over from the previous billing period and was applied to the aforementioned billing statement.

On April 13, 2023, and April 15,2023, three payments that ********************* previously remitted in totaling $105.05 were returned to T-Mobile unpaid. As such, the amount of $105.05 along with three returned payment fees totaling $105.00 were applied to the account updating the balance to $290.69.   As a courtesy, T-Mobile issued a bill credit in the amount of $120.06, updating the account balance to $170.63, of which $89.99 was past due for 120 days as a result of the returned payments. On April 16, 2023, as a result of the outstanding past due balance, T-Mobile cancelled the account. To reactivate the account, ********************* may initiate the reactivation process by remitting a payment for the past due balance. This can be done by contacting me directly using the number provided below, or alternatively, by reaching out to our ************* at **************.

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.

Jax ******
Executive Response
Customer Answer
Date: 05/01/2023

Complaint: 19962235

I am rejecting this response because:
You sent my account to collections before I even received my final bill. Why is that?
Attached above shows collection agency information as well as messages from your customer service rep stating I would get a final bill in the mail yet 14 days later I get a bill from a collection agency? Why?
Sincerely,

*********************
Business Response
Date: 05/05/2023

May 5, 2023

FILED ELECTRONICALLY

Better Business Bureau
************************************* 200
*****, ** *****

Re: *********************
Your File No. 19962235
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated April 20, 2023, regarding the above-referenced account.

T-Mobile regrets any concerns ********************* may have experienced regarding our previous response to your office. Please be assured T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during ********************* recent contact with our Executive Response Team.

The billing statement dated April 9, 2023, reflected a balance due of $80.64, which consisted of a credit balance of $70.01 and new charges of $150.65, which was due by May 1, 2023. On April 13, 2023, and April 15, 2023, three payments that ********************* previously remitted totaling $105.05 were returned to T-Mobile unpaid. As such, the amount of $105.05 along with three returned payment fees totaling $105.00 were applied to the account updating the balance to $290.69. As a courtesy, T-Mobile issued a bill credit in the amount of $120.06, updating the account balance to $170.63, of which $89.99 was past due for 120 days as a result of the returned payments.

On April 16, 2023, as a result of the outstanding past due balance, T-Mobile cancelled the account. On May 2, 2023, as the account remained unpaid, T-Mobile referred the account to **************************** for pre-collection attempts. Please note that **************************** is an agency that T-Mobile engages for pre-collection agency assistance to collect on past due balances. Although they are a third-party debt collector, in this capacity as a pre-collection agency, they did not report this delinquency to any credit bureau.

On May 3, 2023, our **************** applied a courtesy credit of $170.63, leaving the account with a zero balance and advised ********************* that the account was not referred to third-party collections. Please be advised that the account remains closed with a zero balance. T-Mobile regrets any inconvenience to **********************

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

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

Very truly yours,

T-MOBILE USA, INC.

*********************
Executive Response
Initial Complaint
Date:04/20/2023
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.
For at least a year Incoming calls randomly get routed to voicemail. I've worked countless hours with T-Mobile representatives to fix the issue. Most recently one of their engineers called me but got routed to voicemail (experiencing the problem they were supposed to be fixing) didn't leave a message, didn't call back, just closed the support ticket. During one my many calls with T-Mobile, they blamed the problem on my phone. They told me the replacement would be free because I've been paying well over a year into their protection plan, but when they tried to process the warranty claim they said it can't be processed because I didn't originally purchase the phone from T-Mobile and that the phone should never had that plan on it. It was a T-Mobile rep who talked me into cancelling apple care on the phone and to switch to theirs immediately after I purchased the phone from Apple. Now T-Mobile refuses to honor the warranty or refund the large amount of money I've paid into the warranty for well over a year. The new phone didn't fix the issue and they continue fully bill me for phone service they are only partially delivering. Now that support has completely given up trying to fix my issues, they don't call me back, close my tickets, or the line conveniently gets disconnected. I'm forced to go to a new carrier, but they've complicated my process of leaving their company because their diagnostic step of a new phone has started me in a new contract they refuse to unwind. During one of these sessions, I asked the rep what the international calling charges and data rates were, they said "I'll add this program to your account for your trip and you can use it the same way you do at home with no charges." When I got home, I had a $70+ extra charge to my account and I now realize they were just trying to get me off the phone, I would've used other means to communicate had they been honest. This is a horrible way to treat loyal customer of *******. I could go on but I'm out of room.
Business Response
Date: 05/01/2023
May 1, 2023

FILED ELECTRONICALLY

Better Business Bureau
************************************* 200
*****, ** *****

            Re:     *****************************
                        Your File No. 19962156
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated April 20, 2023,regarding the above-referenced account.

T-Mobile regrets any concerns ***************************** may have experienced regarding their service and warranty coverage. T-Mobile records confirm, from July 12, 2017, ***************************** has subscribed to the ONE Plan All In Promo rate plan with two voice lines ending **** and **** for $110.00 monthly after a $10.00 AutoPay discount. ***************************** also subscribes to the optional Protection360 Tier 5 feature for $18.00 per month on the line ending ****. Protection 360, provided by our partner, Assurant, offers customers an extended warranty as well as handset replacement coverage for lost,stolen, or broken devices purchased by T-Mobile.

On February 6, 2023, ***************************** called in to ************* stating they were not receiving all their calls on their handset. On February 7, 2023, after completing necessary troubleshooting, ***************************** stated the handset was working as expected. On February 14, 2023, ***************************** called in to Care to discuss services available for an upcoming international trip. It is important to note that the ONE Plan All In Promo rate plan includes Simple Choice. With Simple Global,customers have discounted calling, free unlimited texts, and unlimited web at standard speeds of approximately 128Kbps in over 140 countries. Please be advised that voice calls back to the U.S. and to other Simple Global countries are a flat rate of $0.25 per minute, while unlimited text messaging is included at no cost.

On March 2, 2023, ***************************** called in to Care stating they were experiencing issues with receiving calls. At that time, T-Mobile confirmed ********************** Protection360 coverage would allow for a handset replacement through Assurant with remittance of a deductible. As an alternative, ***************************** took advantage of our Equipment Installment Plan (***) and purchased an Apple iPhone 14 Pro 256GB by remitting a payment for the sales tax on the full retail value of the handset and agreed to 24 monthly installments of $45.84. The account billing statement dated March 28,2023, included international usage charges totaling $52.50 plus applicable taxes for 210 minutes of usage.

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

On April 28, 2023, our office spoke with ***************************** and offered to apply a one-time credit of $608.00 to the account balance or the *** balance associated with the Apple iPhone 14 Pro 256GB handset. ***************************** requested some time to consider the offer and T-Mobile is happy to extend the offer until the end of day on Friday, May 5, 2023. Should ***************************** wish to accept our offer, they may call our office at the number below or email me directly at ***************************************************. 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 ***,INC.

****************************
Executive Response
Customer Answer
Date: 05/05/2023

Better Business Bureau:

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

Sincerely,

*****************************
Customer Answer
Date: 07/26/2023
Hello,

I would like to reopen my complaint #********

T-Mobile had agreed to credit the outstanding balance on my phone as a way to refund the money that was owed to me. They also wanted to work with me at a higher tech support level to resolve the issues that have been plaguing my phone service. After two months of sending them logs, which they would sit on until they where too old and request more, I finally decided I needed working phone service and switched to another carrier. However, I found out that they did not credit any of the agreed amount so I had to pay the phone off in full. So Ive had a great deal more time invested in this and it appears they had no intention of working with me or honoring the agreement that was brokered by the BBB.

Best regards,
*****************************
Business Response
Date: 08/07/2023

August 7, 2023

FILED ELECTRONICALLY

Better Business Bureau
************************************* 200
*****, ** *****

Re:*****************************
Your File No. 19962156
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 26, 2023, regarding the above-referenced account.

T-Mobile regrets to hear of ********************** continued concerns regarding the above account and we appreciate the opportunity to respond. As indicated in our May 1, 2023, response to your office, the above account was activated on April 3, ****, and T-Mobile records confirm, from July 12, 2017, ***************************** has subscribed to the ONE Plan All In Promo rate plan with two voice lines ending **** and **** for $110.00 monthly after a $10.00 AutoPay discount. ***************************** also subscribed to the optional Protection360 Tier 5 feature for $18.00 per month on the line ending ****. Protection 360, provided by our partner, Assurant, offers customers an extended warranty as well as handset replacement coverage for lost, stolen, or broken devices purchased by T-Mobile.

Please be advised all new T-Mobile devices carry 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 ***************************** was subscribed to Protection 360, on their line ending ****, up to the cancellation of the account. It is important to note that Assurant is a separate company with its own policies and processes. T-Mobile regrets any concerns ***************************** *** have experienced regarding their device protection. T-Mobile records do not reflect any claims to Assurant, utilizing the Protection 360, in the last 24 months.

As of July 24, 2023, ****** ********* account was canceled when the numbers on the account were ported to another carrier. The account currently reflects a balance of $129.90 that is due on August 21, 2023.

In ****** ********* letter to your office, they indicate they were experiencing issues with the service on their handset in or around their home. We regret any coverage issues ***************************** experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that *** interfere with actual service, quality, and availability. ***************************** submitted several examples of missed or non-registered calls between their mobile number and that of their spouse. The examples were entered into the system as a means of reporting an ongoing issue and the technical department did not locate any network abnormalities that could be attributed to the call issues ***************************** reported. In addition, there were no open service alerts that would affect the service for their devices.

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

On August 3, 2023, T-Mobile communicated with ***************************** via email and advised that the previously agreed upon $608.00, that they had accepted, had not been applied to the *** as intended. Rather than enter a credit onto a now canceled account, the credit was applied via refunds of the three most recent payments. The payments of $202.40 from July 19, 2023, $205.00 from June 19, 2023, and a final payment of $204.40 from May 19, 2023, were refunded as a credit to the account for a total of $609.80, which was slightly more than the $608.00 accepted offer. The refunds will reflect within three business days at ****** ********* financial institution. 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.

*****************-Engle
Executive Response

Customer Answer
Date: 08/07/2023

Complaint: 19962156

I am rejecting this response because:

I never paid into the warranty through any other company than T-Mobile. If they have another company that manages the warranties for them then that is their own internal business. I paid T-Mobile directly and no other company. Another way of looking at this is that if I were to peruse legal claims, my claims could not be made against their contracted company but T-Mobile themselves. If T-Mobile would like to make their own BBB complaint against their sub contractor then thats their business but that has nothing to do with me or my complaints against T-Mobile.
in Regards to T-Mobile saying that my technical issues had to do with service area that is a gross misrepresentation of the issue. I was unable to receive incoming calls at times where I was connected to Wi-Fi with Wi-Fi calling enabled. I was able to send and receive text messages, make outgoing calls, and receive calls through WhatsApp all while I was unable to receive incoming calls both while connected to Wi-Fi and while not connected to Wi-Fi. T-Mobile had told me they suspected some type of routing issue (writhing their servers) and that they thought it had something to do with their server. This had nothing to do with coverage area.
I worked with *** from T-Mobile, who asked me to generate call logs of failed incoming calls and that they needed to be fresh, within a day or two, I generated multiple logs but every time I did so *** would wait days or weeks to process them only to come back and say they were too old (not because of when I sent them but because *** never got to them in time). I worked on this issue with *** for months and it resulted in more of the same. In the meantime I asked multiple times was the money they agreed to repay (for my warranty they refused to honor or refund, they never said the warranty did not qualify more so that they mistaken had been charging me for a warranty program that did not qualify on the phone. Not giving me my money back would be fraud). So to make this clear, This is not T-Mobiles money, its my money. During the troubleshooting with ***, I asked multiple times Have you applied my warranty money to the outstanding balance on my phone. They refused to answer. I had an improperly working phone and needed a working phone for a trip. I tried to switch carriers but found out *** had not applied the money, I had to leave the store and told *** it needed to be applied. *** ignored the email, so I had to switch carriers and pay for the entire balance of the phone.
after I left T-Mobiles service and reopened the ticket *** only then T-Mobile credited my account (which I havent yet confirmed), however this was not they payment method we agreed upon, for the amount agreed upon, or within the time frame. I did not give T-Mobile consent to use my credit card account as I no longer contract with them, they are just doing this because they realize how bad it looks and are trying to renter into a contract they already had broken. I while likely be opening another complaint in which they have utilized my credit card without my consent. Further the refunded payments to my card have nothing to do with warranty payments but are refunding money for services that are completely unrelated.
I gave T-Mobile a very generous offer earlier that they did not fulfill. I ignored many of my outstanding complaints and damages because I just wanted to be done with the headache. Instead as soon as the issue was closed with the BBB they started to ignore me, did not honor the agreement and then made a lot more headaches for me,
At this point Im not willing to ignore all of the other issues T-Mobile has made. I have told them they need to resolve all of my complaints including the compensatory damages they have caused by my lost time spent on this issue. They shouldnt be allowed to intentionally waste peoples time in excess to what damages they owe in attempts to inflict enough damages in hopes the aggrieved party goes away.

Sincerely,
*****************************
Business Response
Date: 08/18/2023

August 18, 2023

FILED ELECTRONICALLY

Better Business Bureau
************************************* 200
*****, ** *****

Re:*****************************
Your File No. 19962156
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 7, 2023, regarding the above-referenced account. Please be advised we have made attempts to contact *****************************, which have proven unsuccessful. As such, T-Mobile will make every effort to address ****** Marshalls concerns within this letter.

T-Mobile regrets any continued concerns ***************************** may have regarding their account and we again appreciate the opportunity to respond. As indicated in our May 1, 2023, response to your office, the above account was activated on April 3, ****, and since July 12, 2017, ***************************** was subscribed to the ONE Plan All In Promo rate plan with two voice lines ending **** and **** for $110.00 monthly after a $10.00 AutoPay discount.

Please be advised by purchasing T-Mobile equipment, ***************************** received a one-year Limited Warranty provided by the manufacturer of their device. Upon review of ****** Marshalls account this warranty was extended as they subscribed to the optional Protection 360 device protection feature. It is also important to note that at times T-Mobile and Assurant have also offered open enrollment periods which allowed customers to add the Protection 360 outside of the normal qualifying events which included device purchase, upgrade, or exchange. During the open enrollment periods, Customers were allowed when qualifications were met to also add Protection 360 to Bring Your Own Devices (BYOD). T-Mobile regrets if ***************************** was advised they were not qualified for Protection 360; however, we can confirm they were actively enrolled but we found no record of ***************************** attempting to file a device protection claim.

Our records further confirm ***************************** subscribed to different tiers and versions of the Protection 360 device protection feature and was updated based on the device make and model being used under the line ending in ****. Please note the feature was last updated on March 2, 2023, which is when ***************************** purchased the new Apple iPhone 14 Pro 256GB handset under *** ID ****************** and the line ending in **** was subscribed to this feature through cancellation on July 24, 2023. Therefore, it is T-Mobiles position that ***************************** was billed correctly for the Protection 360 feature.

As of July 24, 2023, ********************** account was canceled when the numbers on the account were ported to another service provider. The account was canceled with a final balance of $129.90 which consists of monthly access charges and applicable taxes and fees for the periods of June 29, 2023, through July 24, 2023, and was due on August 21, 2023.

Although T-Mobile regrets any concerns ***************************** had with their device or services received, as well as the timely responses they received from our office, because the account is no longer active, T-Mobile is unable to complete the appropriate troubleshooting to determine the root cause at this time. Should ***************************** reactivate service in the future and experiences any difficulty with the device or services, we ask that they contact me at the number below or ************* directly at ************* to 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 device issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments.

Regarding T-Mobiles previous offer presented to *****************************, please note on April 28, 2023, T-Mobile offered to apply a one-time credit of $608.00 to the account balance or the *** balance associated with the Apple iPhone 14 Pro 256GB handset. At that time, ***************************** requested additional time to consider T-Mobiles offer and on May 5, 2023, they reached back out to T-Mobile to accept this offer. However due to an inadvertent error, the credits were not applied appropriately at that time. Nevertheless, on August 3, 2023, T-Mobile communicated with ***************************** and apprised them of our findings above. As the account and *** were no longer active, the offer above was honored by refunding the last three payments. These refunds included the following payments of $202.40 from July 19, 2023, $205.00 from June 19, 2023, and finally the payment of $204.40 from May 19, 2023. These refunds totaled $609.80 and was slightly more than the $608.00 T-Mobile offered. The refunds should have been received within three business days back to the original payment method which was their **** Card ending in 3588. T-Mobile regrets if this was not the method ***************************** was expecting for T-Mobile to honor our offer with.

As a final courtesy and although we consider the final balance valid and owed, on August 18, 2023, T-Mobile applied account credits totaling $212.41 which covers the monthly access charges through cancellation and any final equipment charges. This now leaves ****** Marshalls account closed with a zero balance. T-Mobile sincerely regrets any inconvenience to *****************************.

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

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

Very truly yours,

T-MOBILE USA, INC.

*************************
Executive Response
Customer Answer
Date: 08/22/2023

Complaint: 19962156

I am rejecting this response because:
T-Mobile knows full well that I attempted a warranty claim, I attempted to do so multiple times. Further T-Mobiles earlier responses to the BBB show that the warranty couldn't be processed because it didn't qualify on my phone. For T-Mobile to then change their position and say "They don't see when the claim was made" is fairly disingenuous. I have not been able to respond because I was out of the country on a vacation, further they've had an extended period of time to resolve the claim, in fact they had an earlier agreement brokered by the BBB that they broke. They had months to credit me the funds but chose not to, if T-Mobile is so eager to have the BBB complaint removed then why did they not work more diligently to fulfill their end of the agreement earlier? This could have been resolved well before my international trip. I needed a working phone for my international trip which is what led me to learn that they had not fulfilled their obligations and I told T-Mobile I will be reaching out to them this week. Requesting to close this issue is unreasonable.

Sincerely,

*****************************
Customer Answer
Date: 10/05/2023

Complaint: 19962156

I am rejecting this response because: Clearly T-Mobile is at fault and they said our business was done, however, T-Mobile now sent ** to collections.

Sincerely,

*****************************
Business Response
Date: 10/09/2023

October 9, 2023

FILED ELECTRONICALLY

Better Business Bureau
************************************* 200
*****, ** *****

Re:*****************************
Your File No. 19962156
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 5, 2023, regarding the above-referenced account.

********************** regrets any continued concerns ***************************** may have regarding their above account, and we again appreciate the opportunity to respond. Please note that T-Mobile engages third-party collection agencies for pre-collection agency assistance to collect past-due balances. Although a third-party debt collector contacted *****************************, in this capacity as a pre-collection agency, they did not report this delinquency to any credit bureau and therefore, there should not be any negative information in ****** Marshalls credit file.

As a final courtesy on August 28, 2023, T-Mobile applied account credits totaling $331.87 for a coverage device non return fee and applicable taxes. This leaves ****** Marshalls account closed with a zero balance. T-Mobile sincerely regrets any inconvenience to ******************************

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

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

Very truly yours,

T-MOBILE USA, INC.

*************************
Executive Response
Customer Answer
Date: 10/10/2023

Complaint: 19962156

I am rejecting this response because:
Although T-Mobile is insinuating that reporting me to collections did not do me harm this is not the case. T-Mobile has continued to perpetuate the situation and contort the facts. T-Mobile's last message also surmised to the issue being closed but the choose to contact me once again by having their collections agency send me a letter 'AND' run credit checks on me. To that regard, T-Mobiles word cannot be taken seriously, and I need more assurance that my credit was not harmed. Further as I have previously stated to T-Mobile, this is way beyond reasonable to expect they can continue to harass me and not expect to compensate me for my time. I would like to speak with someone in their legal department as clearly working with the representatives at the level they are providing goes nowhere. At this point I have to believe individuals at T-Mobile are being intentional with their actions.
Sincerely,
*****************************
Business Response
Date: 10/19/2023
October 19,2023

FILED ELECTRONICALLY

Better Business Bureau
*****************************************
*****, ** *****

Re:     *****************************
                        Your File No. 19962156
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated October 18, 2023,regarding the above-referenced account.

T-Mobile regrets any continued concerns ***************************** experienced, and we appreciate the opportunity to respond. Please be advised although T-Mobile does not report information directly to any of the credit bureaus, the third-party collection agencies to which accounts are assigned may do so. T-Mobile engages pre-collection agency assistance to collect on past due balances. Although they are a third-party debt collector, in this capacity as a pre-collection agency, they did not report this delinquency to any credit bureau and therefore, there should not be any negative information to ********************** credit file.

If ***************************** feels there is an error with their credit report, we recommend that they dispute it directly with the credit bureaus. Here is the contact information for the three major credit bureaus:
Equifax *********** Services LLC
P.O. Box 740256
*******, ** 30348
www.equifax.com
************

Experian
P.O. Box ****
*****, ** 75013
www.experian.com
************

TransUnion
Consumer Dispute Center
P.O. Box 2000
*******, ** 19016
******************************
************
***************************** may also initiate a dispute with each credit bureau at their respective websites:

For Equifax: **********************************************************

For Experian: ******************************************

For TransUnion: ********************************************************************;

As of October 19,2023, we have confirmed this account remains canceled with a zero balance.   T-Mobile regrets any inconvenience to ******************************

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

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

Very truly yours,

T-MOBILE ***,INC.

*********************
Executive Response
Initial Complaint
Date:04/20/2023
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.
back in 2017 i was offered a promo to add a line free of a montlhy charge, all i paid was the sim fee.. i used the line for my mother and since 2017 added and removed servral lines.. now in the last couple of months my free line became not free anymore and the excuse that i was given is that i recently removed a line and the terms of the free line was contingent upon NO lines being removed.. i was never given terms and conditions when accepting the free line in 2017.. and like i said i have added and removed many line between 2017 and now so T-Mobile is unwilling to provide me the line free of charge like it was before. also there was another line i was offered for free and i took advantage of the offer.. then they removed the promo and the reason was multiple.. one: offer should not have been given to me since my plan didn't qualify, two: the offer expired.. three: i removed a line ... so i want tmobile to make good on their promises and stop being deceptive and give me those two lines free of charge i am tired of having to call and get no resolution and just get brushed off.
Business Response
Date: 05/02/2023
May 2, 2023

FILED ELECTRONICALLY

Better Business Bureau
*****************************************
*****, ** *****

            Re:     ***************************
                        Your File No. 19961900
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated April 20, 2023,regarding the above-referenced account. Please be advised we have made attempts to contact ***************************, which have proven unsuccessful. As such, T-Mobile will make every effort to address *************************** concerns within this letter.

T-Mobile regrets to hear of *************************** concerns and we appreciate the opportunity to respond. T-Mobile records confirm *************************** activated the above account in November 2014 and currently has five voice lines ending in 7746, ****, 3396, 4494, and **** which subscribe to the Simple Choice North ******* Unlimited Family Match Promo rate of $150.00 per month for the first four lines and $30.00 per month for the third. Additionally, the account has two lines of DIGITS service ending in ****, which subscribes to the Data with DIGITS Beta Promo rate with no monthly cost, and line ending in **** which subscribes to the ********** w/paired DIGITS rate of $10.00 per month.

Please note, the This Ones On ** AAL promotion was available from March 1, 2017, through March 5, 2017, and provided existing customers with at least two lines of paid service to add a third line to select Simple Choice rate plans in order to receive a monthly recurring credit to offset the cost of the new line. The promotional terms and conditions required all lines which were active at the time of the addition of the third line to remain active, and the account to remain on the select rate plan.

T-Mobile records reflect the line ending in **** previously received the This Ones On ** AAL promotion which provided a $30.00 monthly recurring credit to offset the cost of one line of service. The This Ones On ** AAL promotion was removed due to an inadvertent error on February 3, 2023.

In *********************************** to your office, they state they were offered a second free line promotion. Regrettably, T-Mobiles records do not reflect an additional promotional offer was extended to **************************** We regret any misunderstanding surrounding our promotional rate plan offers.

While we were unable to reach *************************** to discuss this matter further, in an effort to reach an amicable resolution, on April 21, 2023, our office manually enrolled *************************** account back in the This Ones On ** AAL promotion, which should take effect within one to two bill cycles. T-Mobile regrets any inconvenience to **************************** Should *************************** need any additional assistance with this matter, we invite them to contact our office directly at the number provided below.

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
Initial Complaint
Date:04/20/2023
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 ordered the service for 2 mobile lines December 27th 2022.I then cancelled the service in January during the cooling off period.The mobile lines have never been in use and we dont have them.I discovered they have been charging me every month since January. There has been no notification of these charges and no communication by post, email or phone.I went into the t-mobile store to make sure they cancelled the account and refunded. They said they never received a call in January to cancel it.This is a lie, it will be on their records in early January that I canceled it.
Business Response
Date: 04/27/2023
April 27, 2023

FILED ELECTRONICALLY

Better Business Bureau
************************************* 200
*****, ** *****

            Re:     ***************
                        Your File No. 19960650
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated April 20, 2023,regarding the above-referenced account.

T-Mobile regrets to hear of ********************* concerns and we appreciate the opportunity to respond. T-Mobile records reflect *************** activated the above account on December 28, 2022, with two lines of voice service ending in **** and **** which subscribed to the Essentials rate of $100.00 per month before taxes and fees. At the time of activation, the account was enrolled in AutoPay to receive a $5.00 per line discount each month. 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 continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay.

Please note, most postpaid T-Mobile accounts are billed by a system known as bill current. This means charges for ********************* rate plan are billed in advance of the service being provided and become due within that billing cycle. For instance, ********************* billing cycle runs from the 29th of one month through the 28th of the next month,with notice of the monthly recurring service and feature charges is available on or around the 29th of the month. Those charges are then due on or around the 21st.

Accordingly, the first billing statement was made available with activation, in the amount of $98.76 for services rendered from December 29, 2022, through January 28,2023. Payment of this balance was remitted with AutoPay on January 19, 2023.

In ********************* correspondence to your office,they indicated they requested cancelation of the account in January 2023;however, T-Mobile records do not substantiate a request was received from *************** to cancel the above account. As such, the account remained active and continued to bill as normal.

The billing statement made available on January 29, 2023, reflects a balance due of $98.77 for services rendered from January 29, 2023, through February 28, 2023. Payment of this balance was remitted with AutoPay on February 19, 2023. The billing statement made available on March 1, 2023, reflects a balance due of $98.77 for services rendered from March 1, 2023, through March 28, 2023. Payment of this balance was remitted with AutoPay on March 19, 2023. The billing statement made available on March 29, 2023, reflects a balance due of $98.77 for services rendered from March 29, 2023, through April 28, 2023. Payment of this balance was remitted with AutoPay on April 19, 2023.

Please be advised,the first ************* contact recorded from *************** in dispute of the account and AutoPay payments occurred on April 20, 2023, at which time our records reflect *************** was unable to authenticate the account security and was referred to a T-Mobile retail location with a form of government issued identification to reset the account security information, pursuant to T-Mobile policy.

Our office spoke with *************** on April 21, 2023, to apprise of the aforementioned information. As our office was able to confirm no usage on the account, per ********************* request, we have set the account to cancel in full with the end of the current billing cycle on April 28, 2023. With cancelation of the account, in an effort to reach an amicable resolution to this matter, our office has issued a refund of $395.07 for the four AutoPay payments. *************** will receive the refund via a prepaid MasterCard to the address listed on the account within 10 business days.

Further, as of April 22, 2023, T-Mobile received notice from ********************* financial institution that the $98.76 payment made on January 19, 2023, and the $98.77 payment from February 19, 2023, were returned as unpaid. As T-Mobile refunded these payments via the prepaid MasterCard on April 21,2023, it is T-Mobiles position that the balance of $197.53 is valid and owed. T-Mobile regrets any inconvenience to ***************.

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

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

Very truly yours,

T-MOBILE ***,INC.

*************************************
Executive Response
Initial Complaint
Date:04/20/2023
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 contacted t-mobile on the phone to unlock my device, but it has been unsuccessful, delaying my travel plans with my family, I need to unlock them.IMEI *************** IMEI *************** IMEI *************** IMEI ***************
Business Response
Date: 04/26/2023
April 26, 2023

FILED ELECTRONICALLY

Better Business Bureau
************************************* 200
*****, ** *****

Re: Fei Ci
Your File No. 19960509

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated April 20, 2023, regarding the above-referenced file number.

Please be advised T-Mobile takes account security seriously; therefore, to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed Fei Ci is not an authorized user on the account which is associated with the **** numbers that were provided. The account holder of record *** add Fei Ci to the account by contacting *********************** ************** 24 hours a day at ************. Additionally, the account holder *** have one of the authorized users on the account contact ********************** at the number below to discuss this matter further. T-Mobile regrets any inconvenience to Fei Ci.

Please note, T-Mobile has received a large amount of ineligible device unlock requests from email address ending in @163.com. As such, T-Mobile has been unable to complete unlock requests from the above email addresses.

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

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

Very truly yours,

T-MOBILE USA, INC.

*********************
Executive Response
Initial Complaint
Date:04/20/2023
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.
Email me: no service. Ive been to the store and spoken with 10 different people. Hung up on 3 times (they actually hung up on the employees I was in store on their phone since I have no service)Told I need to pay 100 bucks told it was prepaid and then told it was post paid They said it was because my mom didnt pay her bill im not even on my moms phone plan And she pays her bills shes a retired air force veteran I mean this is a nightmare Im reporting all of it to the BBB and anyone else who will listen But hey if you can help Ill take it They ran the report in store there is unpaid amount anything I need my phone unlocked The request was submitted in store on Sunday they said 72 hours its been 96 I need to be compensated in some way for this issue I paid for the phone in full yes It was requested because Im switching carerries to save 120 dollars It was submitted on Sunday do you have that in your records? Whats the status of the request?The number is ported out already You all havent unlocked the sim yet
Business Response
Date: 05/03/2023
May 3, 2023

FILED ELECTRONICALLY

Better Business Bureau
************************************* 200
*****, ** *****

Re: ***************************
Your File No. 19960464

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated April 20, 2023, regarding the above-referenced file number.

T-Mobile regrets any concerns that *************************** *** have regarding our Mobile Device Unlock (***). Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that *************************** is not an authorized user on the account which is associated with the mobile number they provided. The account holder of record *** add *************************** to the account by contacting ********************** ************* 24 hours a day at **************. Additionally, the account holder or one of the authorized users on the account contact me at the number below to discuss this matter further.

Nevertheless, to resolve this matter on May 3, 2023, T-Mobile email the email address provided in ********************** correspondence to your office with the *** instructions needed to unlock their device. We regret any inconvenience this *** have cause ****************************

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

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

Very truly yours,

T-MOBILE USA, INC.

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

Customer Answer
Date: 05/08/2023

Complaint: 19960464

I am rejecting this response because:
I bought this phone in 2021 and he used it on my mothers account as a ********************** plan and then in 2022 Decembher transitioned to a prepaid plan outside of my mothers family plan. They have yet to produce a **** with my name on it showing any unpaid debts.
Warmly,
***************************
Business Response
Date: 05/11/2023
May 11, 2023

FILED ELECTRONICALLY

Better Business Bureau
*****************************************
*****, ** *****

Re: ***************************
Account Holder: *********************************************
Your File No. 19960464
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated May 8, 2023, regarding the above-referenced account. Please be advised the account holder of record is *********************************************, and *************************** is designated as an authorized user of the account. Please be advised we have made attempts to contact ***************************, which have proven unsuccessful. As such, T-Mobile will make every effort to address *************************** concerns within this letter.

T-Mobile regrets any continued concerns that *************************** may have regarding our Mobile Device Unlock (***), and we appreciate the opportunity to respond. T-Mobile records confirm the account was activated on August 8, 2018, and currently has one voice line of service ending in ****, which is subscribed to the Magenta 55+ rate plan for a monthly cost of $55.00 with tax. It must be noted the mobile number ending in ****, was canceled on December 16, 2022, when the mobile number was ported out. Upon further review T-Mobile confirmed the account is a postpaid account.

MDUs are available for those devices that meet our eligibility requirements. T-Mobile records indicate, on April 20, 2023, *************************** went into a T-Mobiles retail location to request a ***; however, T-Mobile was unable to provide the code due to an inadvertent error as we confirmed the account was in good standing.

Nevertheless, to resolve this matter on May 10, 2023, T-Mobile emailed *************************** with the *** instructions needed to unlock their device. Upon further review, T-Mobile confirmed there had been no billing errors on the account at the time *************************** called **************** on April 20, 2023. We regret any inconvenience this may have cause ****************************

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

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

Very truly yours,

T-MOBILE USA, INC.

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

Customer Answer
Date: 05/17/2023

Complaint: 19960464

I am rejecting this response because: so my number was poured it out on December 6 to a prepaid T-Mobile plan which I had up until April 15 when it was poured it out to an Xfinity line at which point T-Mobile told me my phone was locked because of an unpaid bill, which is untrue. no one has emailed me. I received a phone call from someone on 11 May so any correspondence Tmobile says that they sent me is a lie. I was without the use of my phone for two weeks and I request respectfully a refund. Please advise thank you.

Sincerely,

***************************
Business Response
Date: 05/23/2023

May 23, 2023

FILED ELECTRONICALLY

Better Business Bureau
************************************* 200
*****, ** *****

Re: ***************************
Account Holder: *********************************************
Your File No. 19960464
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated May 19, 2023, regarding the above-referenced account. Please be advised the account holder of record is *********************************************, and *************************** is designated as an authorized user of the account.

T-Mobile regrets any continued concerns that *************************** may have regarding their Mobile Device Unlock (***) request, and we appreciate the opportunity to respond. T-Mobile records confirm the account was activated on August 8, 2018, and currently has one voice line of service ending in ****, which is subscribed to the Magenta 55+ rate plan for a monthly cost of $55.00 with tax. It must be noted the mobile number ending in ****, was canceled on December 16, 2022, when the mobile number was ported out, from the above-referenced postpaid account.

MDUs are available for those devices that meet our eligibility requirements. T-Mobile records indicate, on April 20, 2023, *************************** went into a T-Mobiles retail location to request a ***; however, T-Mobile was unable to provide the code due to an inadvertent error as we confirmed the account was in good standing.

Nevertheless, to resolve this matter on May 19, 2023, T-Mobile contacted *************************** with the *** instructions needed to unlock their device. Additionally, a refund was completed for $50.00, which should be available to *************************** within three business days. We regret any inconvenience this may have cause ****************************

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.

**** Brown
Executive Response

Customer Answer
Date: 05/25/2023

Complaint: 19960464

I am rejecting this response because:
I havent been an authorized user on **************************** account at any point.
I have, however, been an authorized user on **************************************** account.
Put some respect on her nameshes been a customer for years. Other than thatthis is a sufficient response.
Sincerely,

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

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Customer Answer

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