Complaints

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

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  T-Mobile USA, Inc.

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  T-Mobile USA, Inc.

  34931 SE Douglas St Snoqualmie, WA 98065-9224

• 

  T-Mobile USA, Inc.

  1006B 15th St E Tuscaloosa, AL 35404-5811

• 

  T-Mobile

  7741 Gateway Ln NW Ste 100 Concord, NC 28027-5412

• 

  T-Mobile USA, Inc.

  4851 Whitesburg Dr SE Ste F2 Huntsville, AL 35802-1626

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:04/25/2023

  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.

  I&#**;ve had 2 accounts with T-Mobile for over 12 years. The accounts were on automatic payment since I opened the accounts but the system did not take the automatic payment for March and April because something needed to be verified. I did not know this until after the fact. I was charged $700 for 2 months payment plus late fees because of this. I didn&#**;t know about the issue until they suspended the line, and I received a phone call saying the bill was past due. I paid the bills and fees to get up to date. Then I requested to get a credit for the late fees I was billed as well as for the discount I was receiving for automatic payments, but I was told they wouldn&#**;t credit my account.

  Business Response

  Date: 05/05/2023

  May 5, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     *****************************
  T-Mobile Account Holder:  *********************
  Your File No. 19979378
  T-Mobile Account No. ********* & *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated April 25, 2023, regarding the above-referenced account.  Please be advised the account holder of record is ********************* and they have designated ***************************** as an authorized user of the account.  ********************** is pleased to inform you that upon speaking with *****************************, they confirmed their concern has been resolved to their satisfaction.
  
  T-Mobile regrets any concerns ***************************** has regarding the account, and we appreciate the opportunity to address this matter.  On October 31, 2011, ********************* activated the account ending in **** and has ten voice lines of service with the mobile numbers ending in ****, ****, ****, ****, ****, ****, ****, ****, ****, and 8481.  Additionally, ********************* has one Mobile Internet (MI) line of service with the mobile number ending in 5070.
  
  Please be advised accounts could be eligible for a $5.00 per month discount per paid eligible line of service (up to eight lines of service) when enrolled into the AutoPay feature.  Please note, ********************* has added and removed the AutoPay feature on several occasions throughout their tenure with T-Mobile and as of December 31, 2022, our records reflect the account was unenrolled from the AutoPay feature.
  
  The billing statement dated February 17, 2023, reflected a total balance due in the amount of $955.91.  This balance consisted of a past due balance in the amount of $632.88, and new charges in the amount of $323.03.  The new charges consisted of monthly recurring charges, equipment, added features, as well as applicable taxes and fees.  
  
  On February 20, 2023, T-Mobile applied a one-time courtesy account credit in the amount of $400.90 to cover a non-return fee charged to the account on November 22, 2022, which resulted in a balance of $555.01.  From February 26, 2023, to February 28, 2023, ********************* remitted payments totaling $221.10 updating the balance to $333.91.  Additionally, on February 28, 2023, T-Mobile applied one-time courtesy account credits totaling $126.49 updating the balance to $207.42.
  
  The billing statement dated March 17, 2023, reflected a total balance due in the amount of $490.02.  This balance consisted of a past due balance in the amount of $207.42, and new charges in the amount of $323.03.  The new charges consisted of monthly recurring charges, equipment, added features, as well as applicable taxes and fees.  On March 20, 2023, ********************* remitted a payment in the amount of $207.42 updating the balance to $282.60.
  
  The billing statement dated April 17, 2023, reflected a total balance due in the amount of $569.51.  This balance consisted of a past due balance in the amount of $282.60, and new charges in the amount of $286.91.  The new charges consisted of monthly recurring charges, equipment, added features, as well as applicable taxes and fees.  On April 25, 2023, ********************* remitted a payment in the amount of $207.00 updating the balance to $362.51.  Additionally on April 25, 2023, ********************* enrolled into AutoPay.  Furthermore, our records do not reflect the account ending in **** was suspended in March 2023 or April 2023.
  
  On April 26, 2023, upon speaking with *****************************, as a courtesy and means to amicably resolve their concerns, T-Mobile offered, and ***************************** accepted, one-time courtesy account credits totaling $159.04 updating the balance to $203.47.
  
  89302****
  
  On June 8, 2013, ***************************** activated the account ending in **** and has nine voice lines of service with the mobile numbers ending in ****, ****, ****, ****, ****, ****, ****, ****, and 4352.  Please note the account was eligible for a $5.00 per month discount per paid eligible lie of service (up to eight line of service) as ***************************** enrolled into AutoPay.
  
  The billing statement dated January 10, 2023, reflected a total balance due in the amount of $277.00 which was due by February 2, 2023, and was for services from January 10, 2023, through February 9, 2023.  This balance was for new charges and consisted of monthly recurring charges, equipment, added features, as well as applicable taxes and fees.
  
  On January 31, 2023, T-Mobile processed the AutoPay payment in the amount of $277.00.  Unfortunately, the AutoPay payment was declined by ************************ financial institution.  Therefore, pursuant to T-Mobile policy, the AutoPay feature was removed from the account due to the declined payment.
  
  The billing statement dated February 10, 2023, reflected a total balance due in the amount of $596.99.  This balance consisted of a past due balance in the amount of $277.00, and new charges in the amount of $319.99.  The new charges consisted of monthly recurring charges, equipment, added features, as well as applicable taxes and fees.
  
  On February 28, 2023, ***************************** contacted T-Mobiles ************* and added the AutoPay feature to the account.  Additionally, ***************************** remitted a payment in the amount of $252.66 updating the balance to $344.33.  Pursuant to T-Mobile policy, a payment support fee in the amount of $10.00 was assessed to the account which would be reflected on the next available billing statement.
  
  The billing statement dated March 10, 2023, reflected a total balance due in the amount of $682.28.  This balance consisted of a past due balance in the amount of $344.33, and new charges in the amount of $337.95.  The new charges consisted of monthly recurring charges, equipment, added features, as well as applicable taxes and fees.
  
  On March 28, 2023, as the account was in a delinquent status, T-Mobile suspended the accounts ability to make outbound calls.  Pursuant to T-Mobile policy, customers may be suspended at any time when payment in full is not received by the payment due date and/or a payment arrangement is not on file for the account.  As stated in our Terms and Conditions of Service, if we suspend a customers service and then later reinstate it, a restore from suspend fee may be assessed in the amount of $20.00 plus applicable tax per line of service per instance for up to three lines of service.  Customers are welcome to review potential impacts to their T-Mobile bill online at ********************************************************************************.
  
  On March 29, 2023, ***************************** contacted T-Mobiles ************* to restore services and remitted a payment in the amount of $250.00 updating the balance to $432.28.  Pursuant to T-Mobile policy, three restore from suspend fees totaling $74.34 were assessed to the account updating the balance to $506.62.  Additionally, ***************************** setup a payment arrangement whereas they agreed to remit a payment on April 5, 2023, in the amount of $258.31, and on April 19, 2023, in the amount of $258.31.  Pursuant to T-Mobile policy, a payment support fee in the amount of $10.00 was assessed to the account updating the balance to $516.62, and the AutoPay feature was removed from the account.  On April 5, 2023, ***************************** remitted a payment in the amount of $258.31 updating the balance to $258.31.
  
  The billing statement dated March 10, 2023, reflected a total balance due in the amount of $594.61.  This balance consisted of a past due balance in the amount of $258.31, and new charges in the amount of $336.30.  The new charges consisted of monthly recurring charges, equipment, added features, as well as applicable taxes and fees.  On April 19, 2023, ***************************** remitted a payment in the amount of $258.31 updating the balance to $336.30.
  
  As indicated above, on April 26, 2023, upon speaking with *****************************, as a courtesy and means to amicably resolve their concerns, T-Mobile applied courtesy account credits totaling $159.04 to the account ending in ****.  Should ***************************** or ********************* have any questions regarding this matter, or the information provided, they may contact our office at the number listed below.  T-Mobile regrets any inconvenience to ***************************** and **********************
  
  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:04/25/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I joined T-mobile as a new customer in September 2022. I turned in 4 used I-phones and received 4 new ones. I was to be reimbursed over time for the 4 phones. 1 phone they did not immediately send me the return mailing label; after many calls I finally received a mailing label and sent the phone to T-mobile in November. T-mobile has still been charging me every month $33.34 since September for that phone. I have contacted the company over 12 times both in-person and online to get this resolved and have been "guaranteed" it is taken care of, but am still getting charged for this phone.

  Business Response

  Date: 05/05/2023

  May 5, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     ***********************
  Your File No. 19979109
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated April 25, 2023, regarding the above-referenced account.   We regret to hear of **************** concerns, and we welcome the opportunity to address this matter.
  
  T-Mobile records indicate on September 22, 2022, *********************** took advantage of our Equipment Installment Plan (***) with the purchase of four Apple iPhone 14 handsets.  *********************** was not required to remit a down payment; however, they agreed to pay $180.95 for the taxes on the full retail price.  *********************** then agreed to a series of ************************** the amount of $33.34 each.
  
  It should be noted that between September 9, 2022, and October 6, 2022, T-Mobile offered our 2022 Apple Trade P32 promotion which allowed to customers to trade in an eligible device for up to $1,000.00 to be paid out via one-time trade-in credit and Recurring Device Credits (RDCs).  The orders for the lines ending ****, ****, and **** were successfully processed as trade-in orders and are receiving monthly trade-in RDCs.  Due to an inadvertent error the order for the line ending in **** was not processed as a trade-in order and as such did not receive the promotional credits.  Our records confirm that we received an Apple iPhone 11 handset that was sent in as a trade-in handset for the line ending in **** in our warehouse on November 5, 2022.
  
  Upon speaking with *********************** on April 25, 2023, we applied a credit of $599.95 toward the *** on the line ending in **** which revised the *** balance to zero and applied a credit of $200.05 towards the account revising the balance on the account to a credit balance of $17.07. The combined total of these credits came to $800.00 which is what *********************** would have received in promotional credits had the original order been processed as a trade-in order.  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.
  
  ****** Wills 
  Executive Response
  
  

  Customer Answer

  Date: 05/17/2023

  Hello,

   

  I was out of the country when I recieved the email to respond to my complaint.  Here is my response:

   

  This complait has been successfully resolved by T-Mobile to my satisfaction.  A T-mobile representative called on the day the complaint was sent to BBB and immediately fixed the issues.

   

   

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

• Initial Complaint

  Date:04/25/2023

  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 have t mobile as my phone service and I had a payment arrangement set up with them. I had money in my account for the multiple payments that I knew they were going to take out, which they did, but they took each payment out twice which made my account go negative. Once corrected the extra payments were said to be placed back into my account by ********************** but my bank never received anything and I didnt receive it in my account either. So for the past 3 weeks Ive been going back and forth with T-Mobile and my bank about my missing funds and my spike in my T-Mobile phone bill from $200 to almost $1000!! T-Mobile still hasnt fixed my account. I paid $200 cash in store yesterday to avoid suspension and my phone is turned off today! They blocked my cards and my checking account from payments due to their system mishap which wont allow me to set up another payment arrangement until they get my account figured out and adjusted. They add fees for each line every time service is suspended on anyones line, but still havent fixed my a point or gave back my missing money.

  Business Response

  Date: 05/03/2023

  May 3, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
              ************************************ *****
                          Your File No. 19978425
                          T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated April 25, 2023,regarding the above-referenced account.   
  
  T-Mobile regrets to hear of ************************* concerns and we appreciate the opportunity to respond.  T-Mobile records reflect the above account was activated in January 2020 and currently has three lines of voice service ending in ****, ****, and **** which subscribe to the Magenta *** rate of $150.00 per month for the first two lines and $35.00 per month for the third;however, the third line ending in **** receives a $35.00 monthly discount as part of T-Mobiles 2022 Line On ** P2 promotion.  Further, there is an active DIGITS line ending in **** which subscribes to the DIGITS Apple Watch rate of $15.00 per month. 
  
  It is important to note, pursuant to T-Mobiles Terms and Conditions, all accrued charges must be paid in full by the due date provided with the monthly billing statement.  Additionally,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.  With that, T-Mobile offers payment arrangements to our customers as a courtesy to allow them additional time to remit payment and bring their account current to prevent service interruption;however, payment arrangements are not guaranteed to always be available and not all payment arrangement requests can be honored.  Further, customers may be suspended when payment in full is not received by the payment due date.  In the event that payment of the balance due is not received timely,T-Mobile may suspend an accounts ability to place outbound calls.  As stated in our Terms and Conditions, if we suspend a customers service and then later reinstate it, a fee may be assessed per line of service.   
  Review of ************************* account reflects the account has carried a past due balance for more than six months.  The billing statement made available on February 3, 2023, reflects a balance due of $410.43 which is comprised of a $205.55 past due balance and current charges of $204.88.  Payment of the past due balance was due immediately and the new charges were due on or before February 24, 2023. 
  
  On February 11,2023, the account was suspended for non-payment.  On February 12, 2023, ************************* entered an arrangement to pay the balance due and restore from suspend fees totaling $268.15 in two installments of $137.07 on February 19, 2023, and $134.08 on February 24, 2023.  T-Mobile records reflect the scheduled payment of $137.07 for February 19, 2023, was rejected by the financial institution and the account was suspended on February 22, 2023.  On February 22, 2023, the account was restored from suspension as ************************* entered an arrangement to pay the past due balance and restore from suspend fees totaling $331.42 on February 24, 2023.  
  
  On February 24,2023, the payment of $331.42 was rejected by ************************* financial institution.  Our records reflect ************************* contacted ************* to request additional time to pay; however, they were unable to make a payment of the past due balance to enter a new arrangement and as a courtesy, ************* applied a $20.00 credit to the account.  On February 27, 2023, as payment for the past due balance was not remitted, the account was again suspended for non-payment.  Services were restored on February 28, 2023, with a payment of $184.88 and ************************* agreed to pay $197.68 on March 7, 2023, and $197.68 on March 21, 2023.
  
  The billing statement made available on March 3, 2023, reflects a balance due of $607.78 which is comprised of the $395.36 past due balance and current charges of $212.42.  On March 7, 2023, the scheduled payment of $197.68 was rejected by ************************* financial institution.  On March 10, 2023, ************************* entered a new arrangement to pay the past due balance and restore from suspend fees totaling $394.69 on March 24, 2023; however, this payment was also rejected by ************************* financial institution, causing the account to be suspended for non-payment on March 26, 2023.
  
  Further, on March 26, 2023, T-Mobile received notice from ************************* financial institution that the $184.88 payment remitted on February 28, 2023, was returned as unpaid.  Accordingly, the balance of $184.88 was placed back on the account and a $25.00 returned payment fee was assessed, revising the account to reflect a balance due of $817.66 and the account was suspended for non-payment. On March 27, 2023, ************************* spoke with ************* in dispute of the restore from suspend fees, and as a courtesy ************* applied credits totaling $63.27, revising the account to reflect a balance due of $754.39, at which time ************************* remitted payments of $255.21 and $240.00, revising the balance to $322.45 which included the past due balance and restore from suspend fees.  On this date, ************************* agreed to pay $66.00 on April 3, 2023, and $256.45 on April 17, 2023.
  
  On March 30, 2023,T-Mobile received notice from Diamond ***** financial institution that the $240.00 payment from March 27, 2023, was returned as unpaid.  Accordingly, the balance was applied back to the account, revising the balance due to $562.45.  On April 1, 2023, ************************* remitted payments of $141.00 and $99.00, revising the balance due to $322.45.  On April 3, 2023, the scheduled payment of $66.00 was remitted, revising the balance due to $256.45.
  
  The April 3, 2023,billing statement was made available in the amount of $470.26 which is comprised of the $256.45 past due balance and $213.81 in current charges.  On April 11, 2023, T-Mobile received notice from ************************* financial institution that the $66.00 payment remitted on April 3, 2023, was returned as unpaid. Accordingly, the balance was placed back to the account, revising the amount due to $561.26, and the account was blocked from making electronic check payments due to the amount of returned payments.  On April 12, 2023, the payment of $255.21 remitted on March 27, 2023, was also returned as unpaid, at which time a $25.00 returned payment fee was assessed, revising the balance due to $841.47.  On April 17, 2023, the scheduled payment of $256.45 was rejected by the financial institution and the account was suspended for non-payment.
  
  On April 21, 2023, ************************* spoke with ************* who in an effort to assist applied credits totaling $77.20 to the balance, revising the amount due to $764.27 and the account was restored.  On April 23, 2023, ************************* remitted a payment of $200.00 in cash at a retail location, bringing the account balance to $564.27.  On April 25,2023, the account was again suspended for non-payment, as the balance of $564.27 remained past due and a new arrangement was not entered.  On this date, ************* restored the account and provided a courtesy credit of $62.76 to bring the balance to $501.51.  Further, on April 25, 2023,************* provided additional courtesy credits of $293.00 to bring the account balance to $218.17, to which ************************* entered an agreement to pay this amount on May 5, 2023. 
  
  Our office spoke with ************************* on April 25, 2023, to apprise of our findings outlined above.  Based on our review of the account, it is *********************** position that ************************* account has been billed and adjusted as warranted and in accordance with our Terms and Conditions of service to which they agreed.  Nevertheless,in an effort to fully resolve this matter, our office applied an additional credit of $75.00, revising the account to reflect a balance due of $143.17.  Going forward, it is T-Mobiles position that all late fees, restore from suspend fees, and returned payment fees are 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
  

  Customer Answer

  Date: 07/14/2023

  ve been having problems with payments with t mobile for the past couple of months. They resolved my issues a couple of weeks ago (so I thought). I had a payment arrangement set up and they never took the money out of my account I had to go in the app and manually enter my information. Once I payed those amounts on the arrangement I tried to set up a NEW arrangement on my new bill and my account is right back messed up and Im not allowed to pay with my debit card. Im frustrated with t mobile and Im really on the verge of terminating my services with them! I did have an excellent customer service representative help me today (5/25/2023) her name is ******! Very helpful and pleasant!

  My account fixed so Im able to pay my bill with my debit card again, as usual!

  Customer Answer

  Date: 07/16/2023

   
  Complaint: 19978425
  
  I am rejecting this response because:
  

  Ive been having problems with payments with t mobile for the past couple of months. They resolved my issues a couple of weeks ago (so I thought). I had a payment arrangement set up and they never took the money out of my account I had to go in the app and manually enter my information. Once I payed those amounts on the arrangement I tried to set up a NEW arrangement on my new bill and my account is right back messed up and Im not allowed to pay with my debit card. Im frustrated with t mobile and Im really on the verge of terminating my services with them! I did have an excellent customer service representative help me today (5/25/2023) her name is ******! Very helpful and pleasant!

   

  My account fixed so Im able to pay my bill with my debit card again, as usual!

   

  Business Response

  Date: 07/28/2023

  July 28, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *****************************************
  *****, ** *****
  
  ***********************************
  Your File No. 19978425
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 25, 2023, regarding the above-referenced account.   
  
  T-Mobile regrets any continued concerns ************************* has with their T-Mobile account and appreciates the opportunity to respond.  
  
  As noted in our previous response, our office spoke with ************************* on April 25, 2023, to apprise them of our findings.  Based on our review of the account, it is *********************** position that ************************* account has been billed and adjusted as warranted and in accordance with our Terms and Conditions of service to which they agreed.  Nevertheless, in an effort to fully resolve this matter, our office applied an additional credit of $75.00, updating the account to a total balance of $143.17.  They were given information that future late fees, restore from suspend fees, and returned payment fees were valid and owed. 
  
  Our office followed up with ************************* on July 25, 2023, regarding their most recent correspondence to your office, and confirmed they meant to close the above-referenced file number and that they had no further questions.  T-Mobile confirmed with ************************* that their concerns for this file number were previously addressed on April 25, 2023. We regret any confusion or inconvenience to ************************* may have experienced, 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:04/25/2023

  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 have been a T-Mobile customer since April 1, 2023 - we switched from ******* because T-Mobile was offering a device payoff rebate up to $800. On April 3, 2023, I submitted for the device pay-off rebate for a total of $732.50. On April 9, 2023, I received a text message that my rebate was ready and to click a link to claim. I clicked the link and it brought me nowhere. This was the first time I contacted T-Mobile for this issue. When I was finally connected to a customer service rep via SMS chat and they informed me that I needed to check my email Spam folder - I did, and there was nothing. They then told me to wait and see if it showed up within 24 hours - it did not. So I contacted T-Mobile via web chat the next day to let them know that the rebate never was received via email. They told me they would then mail it via **** and to expect it in **** business days. It is now been 3 weeks and I still have not received the rebate neither in email nor via **** mail. The concern is that T-Mobile is making fraudulent advertising claims with these rebates but that they are then avoiding sending to new customers. Further, before filing this complaint I attempted to contact T-Mobile again this morning - their website states that customer service is open 24/7, but then I called their **************** number at ****** and again at 6:31am ET and was told by a recording that they were closed and that they opened at 6:00am ET (I called after they were supposed to be open...). This is another misleading business practice by telling customers you have customer support 24/7 but then not, and then not even being open when you say you have business hours.This has not been the first issue we've contacted T-Mobile for, with unsatisfactory results (no results). It seems internal process is disjointed and inconsistent, and customers support is lacking as a result.

  Business Response

  Date: 05/03/2023

  May 3, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****, ** *****
  
              Re:     *************************
                          Your File No. 19978667
                          T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated April 25, 2023,regarding the above-referenced account.
  
  ********************** regrets to hear of ******************* concerns and we appreciate the opportunity to respond.  T-Mobiles Keep and Switch program offers customers from select carriers who port their eligible number to T-Mobile to keep their current device and ********************** will reimburse them for their remaining device payment plan, up to $800.00, via Virtual Prepaid Mastercard.  In order to qualify,customers must enter their submission online at www.switch2t-mobile.com within 30 days of the T-Mobile account activation and include a copy of the device financing details from their previous carrier. While reimbursement generally takes 15 days from the date the submission is approved, customers should allow up to eight weeks to receive the Virtual Prepaid MasterCard.
  
  T-Mobile records confirm ************************* activated the above account on March 20, 2023, with two lines of voice service ending in **** and **** which subscribe to the ******************** rate of $110.00 per month, a DIGITS line of service ending in **** which subscribes to the Apple Watch Standalone 500 rate of $15.00 per month, and a mobile internet line of service ending in **** which subscribes to the Magenta Tablet rate of $65.00 per month.  Additionally, the line ending in **** receives a $2.50 2023 Line P3 promotion credit, the line ending in **** receives a $40.00 Mobile Internet Discount, and the account is enrolled in AutoPay to receive a $5.00 discount per line of service.
  
  On April 3, 2023, ************************* submitted for a $732.50 reimbursement under the Keep and Switch program for a ******* branded Apple iPhone 13 handset associated with the mobile number ending in ****.  Our records confirm the submission was approved on April 8, 2023, and the Virtual Prepaid MasterCard was issued via SMS.
  
  Our office spoke with ************************* on April 26, 2023, to apprise of the aforementioned information.  During our contact with *************************, our office provided the steps for ************************* to access the Virtual Prepaid MasterCard via ********************************************** and confirmed ************************* was able to access the funds.  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:04/25/2023

  Type:Customer Service 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.

  **************** it is at Zero. Specially when you have financial difficulties. Tmobile has become money hungry to the extent that they do not provide a grace ****** for payment. This employee ******* **** had a careless attitude and poor customer service. I will be switching from TMobile I dont know what I was thinking 8 months ago. They are the worst.!

  Business Response

  Date: 05/04/2023

   
  
  May 4, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  Re:*******************************
  T-Mobile Account Holder: ************************************************
  Your File No. 19978651
  T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T Mobile USA, Inc. (T Mobile) is in receipt of your correspondence dated April 25, 2023, regarding the above-referenced account.  ********************** has confirmed ************************************************ and ******************************* are one and the same.
  
  T Mobile regrets to hear of ******************************* concerns regarding their recent payment arrangement.  Our records reflect on April 12, 2023, ******************************* established a two-part payment arrangement via www.My.T Mobile.com to be drafted from the payment method provided with the first payment to be made on April 26, 2023, in the amount of $97.31 and the second payment to be made on May 10, 2023, in the amount of $97.31.  It is important to note, once a payment arrangement has been setup, we are unable to change or otherwise modify the agreed upon payments and dates.  Additionally, if a customer defaults on a payment arrangement, collection activity automatically resumes on the account.
  
  On April 25, 2023, ******************************* removed the payment method from the two-part payment arrangement via www.My.T Mobile.com meaning the payment would need to be manually remitted to satisfy the agreed upon payment arrangement.  Additionally, ******************************* contacted ************* to modify the payment arrangement and they were advised that was not an option.  On April 27, 2023, a payment of $97.31 was remitted which satisfied the first payment of the payment arrangement.
  
  Upon speaking with ******************************* on May 4, 2023, we advised them of our findings.  ******************************* indicted their concerns were resolved and had no further questions.  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:04/25/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good morning T-Mobile,On April 15th, we called 611 number to change our secondary numbers on locals since we moved to *******, and there was no point for us to keep Hawaiian and ***** number. The lady picked up the phone and decided to sell us according to her completely free apple watch with no contract and no catch, at first, we denied the offer since we only called for the reason to change a number and both of us have apple watch already purchased directly from apple, but the lady on the phone insisted - advising its completely free of charge. Short story long, we agreed to receive apple watch so we might be able to gift them to someone in our family. Little did we know, that nothing is free, and there is a contract that she made us sign and immediately charge my credit card of 58$ (that I'm currently disputing ). We would like our account back where it was with no apple watch line. We shipped them back immediately without even opening a box. We are very tired as this isn't a first catch from T-Mobile, we understand that T-Mobile price is cheaper that competitive, however if i have to pay a little more and not dealing with this, I probably would. We ask T-Mobile to fix this issue, wave the contract that was misleadingly sold to us. Otherwise we will have no choice but to port our main numbers. Sincerely,***********************

  Business Response

  Date: 04/26/2023

  April 26, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
              Re:     ***********************
                          Your File No. 19978647
                          T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated April 25, 2023,regarding the above-referenced account.   
  
  T-Mobile regrets to hear of ****************** concerns and we appreciate the opportunity to respond.  T-Mobile records reflect on April 15, 2023, *********************** contacted ************* with a request to change the mobile numbers ending in **** and 8222.  Our records reflect after the number change was processed, *********************** accepted an offer to add a new line of DIGITS service ending in **** which subscribed to the Data Paired w/DIGITS rate of $15.00 per month and received a $5.00 AutoPay discount per month.  With activation of the new DIGITS line of service, *********************** accepted a 24 month Equipment Installment Plan (***) for an Apple Watch SE *********************** note, *** 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 $23.45 for the taxes on the full retail price of the equipment, in addition to a $35.00 Device Connection Charge.  *********************** then agreed to a series of ************************** the amount of $12.50 per month.  Please note, at the point of sale, ************* applied a credit of $58.45 to the account to offset the amount paid to begin the *** agreement.   
  
  With the addition of the new line of service and the purchase of the Apple Watch SE 2nd *** device, *********************** qualified for the 2023 Apple Watch P15 promotion.  Beginning on April 6, 2022, and for a limited time, T-Mobile offered the 2023 Apple Watch P15 promotion to customers activating a new line of DIGITS service which subscribed to an eligible rate plan and purchased a select Apple Watch series with ***.  The promotional value would award via monthly Recurring Device Credits (RDC) of $6.25.
  
  As of the time of ****************** purchase of the new equipment for use on the mobile number ending in ****,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. 
  
  T-Mobile records reflect *********************** contacted ************* on April 16, 2023, in dispute of the $58.45 payment made at the point of sale for the taxes and Device Connection Charge, at which time they indicated they wished to return the watch to T-Mobile.  During this interaction,************* advised *********************** to have the shipment returned to sender upon receipt.  Further, on April 25, 2023, *********************** spoke with ************* to request the line of service ending in **** to be canceled, and the request was processed to take effect immediately.
  
  Our office spoke with *********************** on April 26, 2023, to apprise of the aforementioned information.  During our contact with ***********************, our office confirmed the line of service was canceled on April 25, 2023, per their request, and the tracking number 1ZW0Y5801274491483 confirms the device is being returned to sender as of April 19, 2023.  Once the equipment is received and processed by our warehouse, T-Mobile will systematically refund the $58.45 payment to the original payment method.  Our office will follow up with *********************** on May 12, 2023, to ensure the refund is received and no further charges are assessed for the watch *** or line of service.  T-Mobile regrets any inconvenience this matter may have caused for *********************** and we appreciate their feedback regarding their experience.
  
  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: 04/26/2023

   
  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,
  
  ***********************

• Initial Complaint

  Date:04/25/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I have a notification on my Credit report stating that I owe a debt collection agency money which is from T-mobile, and it has been sent to collections. The issue here is that I suspended my T-Mobile line in the second half of 2019 and never used it whatsoever since then. I've been overseas since then and had to contact them a few times to extend the suspension in order to keep my number until I get back to the States. My plans to get back to the ** have been deferred several times due to Covid in 2020-2021 and family emergency in 2022.What I don't understand is how and why would I owe them $188 as I never used the service the day I left the US in 2019. I'd truly appreciate if you can assist me resolve this issue and remove the collection from my credit report. T-mobile line associated with this issue : ************ Best Regards,*****************************

  Business Response

  Date: 05/02/2023

  May 2, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
              Re:       *****************************
                          Your File No. 19978379
                          T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated April 25, 2023, regarding the above-referenced account.   
  
  T-Mobile regrets to hear of ************************ concerns and we appreciate the opportunity to respond.  Please note the cost for a seasonal suspend is $9.99 per month and if at any time the account goes into a past due status and the account is suspended for non-payment, the seasonal suspension will be removed.  Seasonal suspend periods can range from up to 90 days at a time.  Records confirm that ***************************** requested to seasonal suspend their account multiple times between August 19, 2019, through May 7, 2021. 
  
  The billing statement dated September 12,2021, generated in the amount of $238.18. The billing statement included a past due balance in the amount of $155.32 for the billing periods between of May 7, 2021, through September 13, 2021, and late fees associated with those unpaid billing statements.  The billing statement also included monthly access charges, taxes and fees for the billing period of September 14, 2021,through October 13, 2021, in the amount of $75.00 and a late fee in the amount of $7.86. 
  
  On September 20, 2021, T-Mobile issued a bill credit in the amount of $238.18 as a courtesy, updating the account to a balance of zero.  Additionally, pursuant ************************ request, their line of service ending in **** was seasonally suspended on September 20, 2021, and was scheduled to resume on December 20, 2021.   
  
  The billing statement dated October 14, 2021, generated with a credit balance in the amount of $42.02.  The billing statement included a seasonal suspend charge in the amount of $9.99 for the billing period of October 14, 2021, through November 13, 2021, and a prorated bill credit in the amount of $52.01 as the account was suspended mid-cycle.  The billing statements dated November 14, 2021, and December 14, 2021, each included a $9.99 seasonal suspend charge for the billing periods of November 14, 2021, through December 13, 2021, and December 14, 2021, through January 13, 2021, respectively.  As such, the billing statement dated December 14, 2021, generated with a credit balance in the amount of $22.04. 
  On December 20, 2021, the account was restored after completing the 90-day seasonal suspend period. 
  
  The billing statement dated January 14,2022, generated in the amount of $104.97. The billing statement included pro-rated charges for the billing period of December 20, 2021, through January 13, 2022, in the amount of $29.97 as the account was restored mid-cycle.  The billing statement also included monthly access charges, taxes and fees for the billing period of January 14, 2022, through February 13, 2022, in the amount of $75.00. 
  
  The billing statement dated February 14,2022, generated in the amount of $185.47. The billing statement included the past due balance in the amount of $104.97 and monthly access charges, taxes and fees for the billing period of February 14,2022, through March 13, 2022, in the amount of $75.00.  The billing statement also included a late fee in the amount of $5.50.  On March 5,2022, the account was suspended as a result of non-payment of the past due balance.
  
  The billing statement dated March 14, 2022,generated in the amount of $179.88.  The billing statement included the past due balance in the amount of $185.47, a late fee in the amount of $9.41, and a pro-rated bill credit in the amount of $15.00 as the account was suspended mid-cycle. 
  
  The billing statement dated April 14, 2022, generated in the amount of $188.50 and included the past due balance in the amount of $179.88 and a late fee in the amount of $8.62.  On April 23, 2022, the account was cancelled as a result of non-payment of the due balance. On June 14, 2022, as a result of non-payment of the due balance, the account was referred to an outside collection agency. 
  
  On April 26, 2023, our office spoke with ***************************** and as a goodwill gesture we offered a bill credit of $88.50,on the condition that they remit a payment of $100.00.  Furthermore, we informed ***************************** that we would remove the account from third-party collections and request that the collection agency delete any negative information reported to the credit bureaus regarding this debt.
  
  Subsequently, ***************************** stated that they would remit payments of $50.00 on May 12, 2023, and May 31, 2023.  Once these payments have been received, our office will issue a bill credit for the remaining balance of $88.50 and initiate the process of removing the account from third-party collections. It is important to note that this may take up to 90 days to reflect on ************************ credit report from the date our office issues the bill credit in the amount $88.50.
  
  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,
  
  H32****38333331323833H
  
  
  *********************************
  Executive Response
  

  Customer Answer

  Date: 05/03/2023

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

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a new T-Mobile wireless account on April 16, 2023 under their Keep and Switch rebate promotion. I was told I was eligible for a Mastercard rebaymte up to $800, so I paid off my remaining phone installments with **** in the amount of $775.75. They have admitted they made a mistake and, now told me I am inelible for it, and have only provided me a $145 bill credit. I am requesting the remaining amount that as promised to me.

  Business Response

  Date: 05/03/2023

   
  
  May 3, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     *******************
  Your File No. 19978361
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated April 25, 2023, regarding the above-referenced account. ********************** is pleased to report that we have resolved this matter to Beau Trauts satisfaction. 
  
  T-Mobile regrets any concerns ******************* has with our Keep & Switch promotional offer and we appreciate the opportunity to respond. Records confirm that on April 17, 2023, ******************* activated the above referenced account with one voice line of service ending in **** and subscribes to our **************** rate plan for $60.00 or $55.00 with AutoPay. 
  
  T-Mobile is delighted that ******************* chose T-Mobile as their wireless service provider, and we welcome them to the Un-carrier family. Please be advised T-Mobiles Keep and Switch offer, allows customers from select carriers who port over to T-Mobile to keep their eligible phone and we'll reimburse them for their remaining device payment plan (up to $800.00) via Virtual Prepaid MasterCard. 
  
  Our records reflect that ******************* did not qualify for Keep and Switch as they did not meet the port in eligibility requirement for this offer. T-Mobile regrets if ******************* was told otherwise. 
  
  Nevertheless, on April 21, 2023, ******************* spoke with ************* who agreed as a courtesy to apply a $100.00 account credit for their Keep and Switch concerns. Further, on April 25, 2023, T-Mobile again spoke with ******************* and as a final courtesy, we applied an additional credit of $677.75 for the Keep and Switch offer. These credits total $777.75 and cover the final equipment charges owed to the previous service provider. 
  
  Upon receipt of Beau Trauts letter from your office, on April 26, 2023, T-Mobile contacted them and confirmed that ******************* is satisfied with the resolution T-Mobile has provided. As such, the account now reflects a credit balance of $762.75 and will be applied to the subsequent billing statements until this credit balance is depleted. 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: 05/03/2023

   
  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,
  
  *******************

• Initial Complaint

  Date:04/25/2023

  Type:Order 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.

  There is a billing issues and other problems since the phones were returned to T-mobile plus promises that were not fulfilled that were discussed prior to shipping the phones back, etc. Please assist and call me. Thank you.

  Business Response

  Date: 05/04/2023

   
  
  May 4, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
  Re:Venturia *******
  Your File No. 19978245
  T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T Mobile USA, Inc. (T Mobile) is in receipt of your correspondence dated April 25, 2023, regarding the above-referenced account.
  
  ********************** regrets to hear of Venturia ******** concerns regarding the outstanding balance on their T Mobile account, which has been referred to a third-party collection agency.  As stated in our correspondence to your office dated January 10, 2023, in relation to file number ********, Venturia ******** account reflects a balance of $3,314.68 which T-Mobile considers to be valid and owed.  The account currently resides with Credence Resource Mgmt, LLC.  
  
  An offer was extended to Venturia ******* to waive two non-return fees totaling $1,512.44 provided that they remit a payment of $1,802.04 which would result in a zero balance.  Regrettably, Venturia ******* declined the offer and therefore no changes were made.
  
  Upon speaking with Venturia ******* on April 26, 2023, we advised them of our findings.   Per Venturia ******** request, the above-mentioned correspondence was forwarded to them via email to the email address provided.  Our office again extended the above offer however, Venturia ******* again declined.  Should Venturia ******* reconsider, we ask that they contact our office directly at the number below.  Otherwise, as T-Mobiles position remains unchanged, we recommend Venturia ******* contact Credence Resource Mgmt, LLC at ************** to make arrangement for payment.
  
  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:04/24/2023

  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.

  Tmobile 1-i was on plan with mom and dad (mom, dad and i all paying $35. Per line)2-Was told by T-Mobile ****** hills manager business lines cheaper and better 2-I was promised it would be in my business name, but had to give them my social or 150.$ fee...was Not put into my busi ess until latr March ($olved i think) 3-Was told i would get $1000 for iphone purchase...they kept cancelling until i paid in full at store when rebate was still promised...(never received and cancellation proof on tmoble site/app.4-From day they promosed me **************** the best program they have for $160. Total per month. The manager at ****** hills said i had to purchase ipad and get 2 new lines for the deal (the ipad line and the phone line.) In order to gey the 4 phone lines pkus ipad line at 160$.5-First months bill was correct at 160$ but i called them hoping foe a discount because i hadnt received the iphone or the sim card on the other line (only ipad and 2 lines up and running)6-Ecery month ever sinxe month 2 i have had to call them to complain ti correct my phone bill. They correct it and promise to fix it, but never due it always goes above the $160. I agreed to.

  Business Response

  Date: 05/03/2023

  May 3, 2023
  

  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
              Re:     *******************
                          T-Mobile Account Holder:******************* Corporation
                          Your File No. 19977612
                          T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated April 24, 2023,regarding the above-referenced account.   
  
  T-Mobile regrets to hear of ******************* concerns and we appreciate the opportunity to respond.  T-Mobile records reflect the above account was activated on November 10, 2022, with three lines of voice service ending in ****, ****, and **** which subscribed to the T-Mobile for Business Unlimited Ultimate rate of $150.00 per month for the first two lines and $35.00 per month for the third, to which the line ending in **** receives a $30.00 monthly discount as part of the 2022 Line On ** P2 promotion.  Additionally, a mobile internet line ending in **** was activated and subscribed to the Magenta Business Tablet rate of $65.00 per month and receives a $40.00 Mobile Internet Discount each month.  Further, the account was enrolled in AutoPay to receive a $5.00 per line discount.
  
  With activation of the account, ******************* accepted an Equipment Installment Plan (***) for a ******* Galaxy S22 handset, intended for use with mobile number ending in ****,and an Apple iPad 9th Gen device, intended for use with mobile number ending in ****.  *** 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 for either device; however, they agreed to pay the taxes on the full retail price of both devices before accepting a series of ************************** the amount of $33.34 for the ******* Galaxy S22 handset and $19.17 for the Apple iPad 9th Gen ************* The purchase of the ******* Galaxy S22 handset ********* for the 2022 ******* Activate P13 promotion in which 24 monthly Recurring Device Credits (RDC) of $33.34 apply to offset the cost of the equipment.  Further, the purchase of the Apple iPad 9th Gen ********* for the *** 2022 Apple iPad Activate P2 promotion, in which 24 monthly *** of $19.17 apply to offset the cost of the equipment.
  
  On November 10, 2022,******************* placed an order for an Apple iPhone 14 *********** handset with ***.  A $499.99 down payment was required, in addition to the taxes on the full retail price, with an expected monthly cost of $45.84 for 24 months; however, the e-sign agreement was not completed to accept the terms of the ***.  As such, the order was systematically canceled, and the deposit released on November 14, 2022.  On November 16,2022, a replacement order was initiated for the Apple iPhone 14 *********** handset with ***.  ******************* was asked to remit the $499.99 down payment, in addition to the taxes on the full retail price; however, as the e-sign agreement was not completed this order was also canceled on November 20, 2022, and the down payment was released.   
  
  On December 5, 2022,a voice line of service ending in **** was added to the account via a Change of Responsibility (COR) and the line ending in **** was set to cancel as of December 10, 2022.  As the line ending in **** was receiving the 2022 Line On ** P2 promotion, with cancelation of the line of service the promotion was removed from the account, as a COR does not meet the promotion terms.  
  
  Further, on December 6, 2022, an order was placed for an Apple iPhone 14 *********** handset, to which ******************* remitted a payment for the full retail value of $1,790.31 with taxes and fees.  Please note, at the time of the purchase of the Apple iPhone 14 *********** handset, T-Mobile offered the 2022 Apple Trade P36 promotion, to which new or existing customers adding a new line of service and trading in their qualifying device could receive up to $800.00 off an Apple iPhone 14 series handset when the new equipment is purchased with ***.  However, as ******************* did not accept an *** for the Apple iPhone 14 *********** handset or trade in a qualifying device, the account was not eligible for the 2022 Apple Trade P36 promotion.  
  
  On December 23,2022, a voice line ending in **** was added to the account.  The addition of this line of service brought the expected monthly cost for services to $200.00 per month, with continued enrollment in AutoPay, for the four voice lines.  Please note, T-Mobile Business accounts are not eligible for the Magenta *** rate plans.  We regret if ******************* was advised otherwise.    
  
  T-Mobile records reflect ******************* contacted ************* on January 12, 2023, in dispute of the monthly recurring charges, at which time a credit of $73.56 was applied,revising the account to reflect a balance due of $200.00.  On January 30, 2023, ******************* contacted ************* again in dispute of the balance and a credit of $50.00 was applied, revising the balance due to $150.00 which was paid the same date.  On February 12, 2023, ******************* contacted ************* and a credit of $70.00 was applied, revising the balance due to $160.00 which was paid on February 26, 2023, then on March 16, 2023, ******************* contacted ************* and a credit of $30.00 was applied, revising the balance paid on March 20, 2023, to $160.00.
  
  On April 25, 2023, ******************* contacted ************* to remit a payment of $344.97 to finalize the *** agreement for the Apple iPad 9th Gen device, and a payment of $599.95 to finalize the *** for the ******* Galaxy S22 handset.  On the same date, the voice lines ending in ****, ****, and **** were transferred to a new provider, and the lines were canceled by T-Mobile.
  
  Our office spoke with ******************* on April 26, 2023, to review our findings outlined above.  During our contact with *******************, our office gathered their feedback to provide to the retail location and confirmed the account remains active with one line of voice service ending in **** and one line of mobile internet service ending in ****.  T-Mobile regrets any inconvenience to *******************,and we appreciate their feedback regarding their experience.   
  
  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