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

27,493 total complaints in the last 3 years.
8,288 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:05/21/2023
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 T-Mobile in November. I initially wanted just their ********************** but they talked me into switching my Mobile service from ******** I had mobile phones being paid for through ******* on a monthly basis, but was told "No problem at all... we can pay of your phones with *******" and "we will pay up to ****** for each phone." I submitted the required paperwork for $900 total reimbursement for 3 phones on December 7, and have contacted T-Mobile 3 times since then - each time I was told "Oh, there was some problem... I'll resubmit that for you" but to date (May 21) I have still not received the $900 reimbursement. I never receive notice that it's denied, I just have to continually call in to learn that it was rejected for some "Clerical reason" and will be re-submitted.
Business Response
Date: 06/02/2023

June 2, 2023

FILED ELECTRONICALLY

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

Re: *************************
Your File No. 20086507
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated May 21, 2023, regarding the above-referenced account.

T-Mobile regrets hearing of ****************** concerns with the Keep & Switch reimbursement offer, and we appreciate the opportunity to respond to this matter. Keep and Switch allows customers from select carriers who port over to T-Mobile to keep their eligible phone, and we will reimburse them for their remaining device balance, up to $8,00.00, via Virtual Prepaid MasterCard. To qualify for reimbursement, customers must upload proof of balance associated with the device they bring to ********************** on our website www.switch2t-mobile.com within 30 days of activation of service. Additional information, including a list of the eligible models for the offer is available at ************************************************************************************************************************;

T-Mobile records reflect on November 11, 2022, ************************* activated three voce lines of service ending in ****, **** and **** with the intention of taking advantage of Keep and Switch. Records confirm on December 13, 2022, we received a submission from ************************* which was denied as the submitted documents did not reflect an Equipment Installment Plan (EIP) for the claimed devices, the devices failed the pass the eligibility check, and the previous carriers tenure did not meet offer rules.

However, our office spoke with ************************* who provided ** with a copy of their billing statement which reflected three **** totaling $990.90. Therefore, to amicably resolve ****************** concerns, on May 25, 2023, we provided them a prepaid refund card totaling $990.90 to honor the Keep & Switch promotion. ************************* can expect to receive the prepaid card within ten business days. 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: 06/06/2023

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. *** received the reimbursement.

Sincerely,

*************************
Initial Complaint
Date:05/21/2023
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.
Filed a complaint back in March, all they wanted to do was keep telling me that I owed $175 and once that was paid my order would be placed. Thats not why I complained. My complaint was that their customer service agent lied and they didnt care. Yesterday at 3:30 ***** who was obviously not ******** told my husband that two phones were ordered and would be here in 3-5 business days. Oh and by the way, we dont owe anything this time! I never got an email or text confirming it was ordered so he called back after work at around 11:30 and guess what?? THEY LIED AGAIN! No order was placed! The icing on the cake was due to all the previous lies, taxes and fees were waved and activation fees were rolled into our bill. called this morning to be told, nope, no order has been placed! So very obviously, T-Mobile is training employees to lie to get you off the phone! Theres NO ISSUE with my bill and we were told we had to pay nothing when order was placed. When checking on the order because no email or texts sent to **, nope! Order not placed AGAIN!! THREE TIMES THEY LIED! Then the lady today ignored that we were lied to and just wanted us to pay almost $200!to place the order. T-Mobile has gotten so bad since outsourcing all their customer support and buying all the other companies. STAY AWAY!! GO to ******* because they havent bought them yet!
Business Response
Date: 05/31/2023
May 31, 2023

FILED ELECTRONICALLY

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

Re: *********************
Your File No. 20086439
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated May 11, 2023, regarding the above-referenced account. Please be advised we made multiple attempts to contact ********************* at the telephone number and email provided in their inquiry. Regrettably, we were unable to reach them.

We regret any concerns ********************* may have experienced regarding their account and we appreciate the opportunity to respond. As noted in our previous response, accounts reflecting a past due balance are ineligible to take advantage of T-Mobiles Equipment Installment Plan (***) which is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. Additionally, if a customer has an active payment arrangement, the ** must be complete and entire past due account balance paid before an upgrade can be completed.

T-Mobile records confirm on February 17, 2023, our office left a detailed voice message advising ********************* that the account must be current to place a device order. At that time, there was an active payment arrangement in the amount of $173.60 scheduled for February 18, 2023; however, this payment was rejected by ***************** financial institution leaving the account with an unpaid past due balance.

The most recent billing statement dated May 6, 2023, reflects a balance owed of $587.41 which included a past due of $293.75, and new regular monthly charges of $180.00, equipment charges of $99.93, services for $4.50, and a late fee of $9.23. On May 15, 2023, a payment of $146.88 was remitted updating the past due amount to $146.87 and a total balance of $440.53.

Further review confirms that ********************* spoke with ************* on May 20, 2023, requesting to upgrade. At that time, ********************* was advised the past due balance must be paid in full prior to upgrading.

Additionally, ********************* contacted ************* again the same day and they offered to place an order and bill the upfront order charges to the account. However, the past due balance still needed to be paid in full for the order to be completed.

On May 20, 2023, a payment was remitted for $146.87, which settled the past due balance, and updated the account balance to $293.66.

Records confirm on May 22, 2023, ********************* qualified for and took advantage of our *** with the purchase of two Apple iPhone 13 devices and agreed to 24 monthly installments of $30.42 for each device. All customers who choose to use the *** option to pay for their equipment are required to enter into a 24-month financing agreement signed at the time of the purchase. Although this 24-month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their *** balance at any time by making incremental additional payments or a single payment for the total balance. Please note any additional, incremental payments will reduce the length of time it will take to pay the entire balance but will not reduce the amount of any future regular monthly *** payments. *** tracking indicates both devices were delivered to ********************* on May 24, 2023 and are being used on ***************** account.

********************** regrets any inconvenience ********************* may have experienced, and we appreciate their continued business.

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:05/21/2023
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 ordered T mobile home internet and did the promotion for a ********************** so later and was denied after waiting almost 11 weeks of getting this promotion talked to multiple customer representatives and they said its being processed only to be denied
Business Response
Date: 06/01/2023

June 1, 2023

FILED ELECTRONICALLY

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

Re: *****************************
Your File No. 20086187
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated May 21, 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 any concerns ***************************** may have experienced with a promotion, and we appreciate the opportunity to respond. Our records indicate ***************************** activated their account on March 3, 2023, and has one Home Internet line of service ending in **** which subscribes to our Home Internet rate plan for $55. 00 per month. Please note, ********************** rate plan qualifies for a $5.00 monthly discount when subscribed to AutoPay with an eligible payment method.

Upon review, we confirmed ********************** concerns are with our 2023 HINT P7 promotion which was available for a limited time from March 9, 2023, through March 31, 2023. With this promotion, customers could get a $200.00 virtual prepaid Mastercard when activating a new Home Internet line via our Digital Channels on a qualifying rate plan. Regrettably, ***************************** did not qualify for the offer, as they did not activate their Home Internet line of service ending in **** within the promotional period.

Our records indicate ***************************** contacted ************* on May 8, 2023, regarding concerns with the promotion. At that time, ************* informed ***************************** eligible customers will receive the Virtual Prepaid Mastercard within 12 weeks of their submission date. Our records further show on May 10, 2023, ***************************** was notified via their preferred contact method, that their submission for the 2023 HINT P7 promotion was denied as they did not activate the service within the promotional period.

While we regret any inconvenience to *****************************, it is our position that they did not meet the eligibility criteria for the 2023 HINT P7 promotion. Should ***************************** have any further concerns regarding this matter; they are welcome to contact our office directly at the number listed 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 USA, INC.

************************************;
Executive Response
Initial Complaint
Date:05/21/2023
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.
On March 9th, I had bought the ******* S23 Ultra, brand new. On May 11th, it slipped out of my hand, damaging it. I called TMobile and put a claim in with them and they told me to send the phone back and they'll replace it with a new one. The phone came in on the 20th and I thought everything was fine until I tried to connect it to my vehicle via Bluetooth and it kept saying it was trying to connect to an S22 Ultra. Confused I kept retrying to connect only for the same results to continue. I checked the systems information and found that the phone was in fact an S22 Ultra, not the S23 Ultra I was supposed to have received. When I found out I called TMobile (which the call lasted for an hour and a half) and explained what was happening, only for them to tell me I have to go through the insurance department. I called them, and spoke to someone for another 45 minutes only for them to just acknowledge that it was indeed TMobiles fault for the mixup. They told me to send the phone back (which it was the ONLY phone I have at the moment) for them to send back the correct phone. I wanted to speak to a supervisor and they put me on hold. I called the insurance again at ********** and asked for a supervisor. I explained the situation and she told me there was nothing they could do about it and to just send the phone back. I called TMobile and asked for another supervisor and once more explained the situation, telling them I had spoken to 4 different people. She once again told me that I had to send the phone back (again the only phone I have at the moment) so I can receive the correct phone back. She told me my other option is to buy another phone to use until they could send back the right phone. I told her "I basically wasted 3 hours just for you to tell me there was nothing you could do despite it being TMobiles mistake." I just want my replacement phone back and they arent doing anything about it.
Business Response
Date: 06/01/2023
June 1, 2023

FILED ELECTRONICALLY

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

Re: **************************
Your File No. 20086175
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated May 21, 2023, regarding the above-referenced account.

T-Mobile regrets any concerns ************************** experienced regarding their ******* S23 Ultra handset and we appreciate the opportunity to respond. Our records reflect ************************** purchased a new ******* S23 Ultra using our Equipment Installment Plan (EIP) on March 9, 2023. EIP 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 $90.00 for the taxes on the full retail price. ************************** then agreed to a series of ************************** the amount of $50.00.

On May 12, 2023, ************************** initiated a device protection claim with Assurant, the third-party handset protection provider. The replacement device was shipped by Assurant on May 13, 2023, and our records indicate ************************** received a ******* S22 device bearing International Mobile Equipment Identity (IMEI) number ending in 7862.

It should be noted, Assurant and T-Mobile are separate entities, each with varying policies and procedures, and T-Mobile does not have access to Assurant records. Therefore, when ************************** contacted T-Mobile advising they received a different device model, they were referred back to Assurant to discuss the matter.

We made multiple attempts to contact ************************** and reached them on May 30, 2023. ************************** was unavailable at that time and stated they would contact us at a more convenient time. We will continue to work with ************************** to come to an amicable resolution. Our office can be reached at the number below.

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.

Baby Trindle
Executive Response
Initial Complaint
Date:05/20/2023
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 tried ****** fi phone service on an unlocked iPhone that i purchased. After trying the service it is less than impressive in my area. When going to change carriers i was notified that my phone had been locked and ****** fi uses T-Mobile. When contacting T-Mobile they said they are unable to unlock my device as it was not purchased from them. After showing them multiple previous complaints as well as proof that they are the carrier locking my device the chat agent disconnected with me.
Business Response
Date: 06/01/2023
June 1, 2023

FILED ELECTRONICALLY

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

Re: *************************
Your File No. 20085988

To Whom It May Concern:

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

T-Mobile regrets any concern ************************* has experienced regarding a Mobile Device Unlock (***) for their Apple iPhone SE handset. Please note that unlocked devices purchased from a third-party may become carrier locked to the network they are first used with. However, these devices may be unlocked with the request from the account holder. There are times where customers will have to contact the manufacturer to have the handset fully unlocked. T-Mobile regrets if ************************* was advised differently.

As ************************* does not have a T-Mobile account, their *** request was unable to be processed. However, upon receiving the **** number ending in ***** for the Apple iPhone SE, our records confirm it was successfully unlocked on May 23, 2023. On June 1, 2023, our office sent an email to ************************* confirming the handset was unlocked and if they have any additional concerns, we respectfully request they contact us at the number below to further troubleshoot his concerns. 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:05/20/2023
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.
On 12/16/2022 I retuturned to a local *******,** tmobile store to take advantage of a promotion I was offered previously. When you open a business account get an Ipad on us with a line for $25 with an addional voice line. I purchased 3 Ipads that day to be shipped to my home. I then later came back into the store and added an additional Ipad and paid the balance cash for my current bill. At that time there was a system issue and the rep informed me she would take care of it and send me the reciept. After not getting a bill in the mail or the reciept for my payment, I went into the store to find out that my promotion was not being honored and the payment was not applied to my account. The reps at the store called the rep who helped me and she verified she forgot to make the payment on the account. The store rep informed me they would correct the issue because this caused my lines to be interupted and me to get late fees and disconnection fees added to my account on top of the promotion not being honored. at that time $400 was to be applied to my account to get my balance to zero to start fresh. Well that never happened so I spoke to store ******** who made promises to fix it after alot of back and forth. That never happend. Then I spoke to another mananger who applied some credit but never completely fixed the bill. Then I called into customer service to have my bill wiped out to a $ 0 balance because of all the fees and the fact that my lines were disconnected and could not use the service. The rep informed me the promotion would be applied and the billing would be corrected, guess what? I went in store to check up on the bill and it was $800. So now I am stuck with Ipads I dont even want at this because I cant use them
Business Response
Date: 06/01/2023

June 1, 2023

FILED ELECTRONICALLY

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

Re: ***************************
Your File No. 20085961
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated May 21, 2023, regarding the above-referenced account.

T-Mobile regrets *************** billing and promotion concerns. We appreciate *************************** for taking the time to provide details of their experience. We value customer feedback. Please be assured that the quality of service provided to our customers is of our utmost priority. We apologize if any T-Mobile employee failed in any way to display that during Tazmisha Kopics recent contacts with ************* and at a ********************** retail location.

T-Mobile records confirm *************** account was activated on December 16, 2023, with the mobile number ending in **** which was subscribed to the 5G Upgrade Promo for Business rate plan for $55.00 including taxes, per month. Additionally, the three mobile internet numbers ending in 8306, 8308, and **** were subscribed to the T-Mobile Essentials Tablet for ************* plan for $20.00 plus taxes, per line, per month. It is important to note, without active service of at least one voice line, the T-Mobile Essentials Tablet for ************* plan is offered at a monthly cost of $65.00 plus taxes, per line.

At the time of activation, Tazmisha Kopics qualified for and took advantage of our Equipment Installment Plan (***) offering upon the purchase of three Apple iPad 9th Gen ************** *************************** was not asked to remit a down payment and agreed to 24 monthly installments of $19.17 per tablet, per month. As part of the T-Mobile For Business 2022 Apple iPad Activate P2 promotion, each of the above **** were enrolled to receive 24 Recurring Device Credits (RDCs) in the amount of $19.17 each. Please be advised, if a customer has an open Equipment Installment Plan (***) and the account is canceled, any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the *** agreement provided at the time of purchase.

Please be advised, *************** account was billed by a system known as bill current. This means charges for Tazmisha Kopics rate plan are billed in advance of the service being provided and become due within that billing cycle. Tazmisha Kopics billing cycle runs from the 17th of one month through the 16th of the next month. Notice of the monthly recurring charges and feature charges are available on or around the 18th of the month, and those charges are then due on or around the 9th. If during that billing cycle *************************** had any usage charges or made changes to their account, the respective changes and/or charges would be reflected on the next months statement, as obviously, we cannot predict those charges in advance. As such, the billing statement dated December 16, 2022, reflects a total of $124.00 for monthly service charges during the billing cycle dates of December 17, 2022, through January 16, 2023.

Pursuant to *************** request, on December 23, 2022, the mobile internet number ending in **** was activated and subscribed to the T-Mobile Essentials Tablet for ************* plan for $20.00 plus taxes, per month. At the time of activation, *************************** qualified for another *** upon the purchase of another Apple iPad 9th Gen ************* *************************** was asked to remit a down payment in the amount of $39.96 and agreed to 24 monthly installments of $17.51. As part of the T-Mobile For Business 2022 Apple iPad Activate P2 promotion, the above *** was enrolled to receive 24 Recurring Device Credits (RDCs) in the amount of $19.17. As a courtesy to ***************************, on December 23, 2022, their account was adjusted in the amount of $70.00 which reduced their balance to $54.00.

Unfortunately, as payment was not received, on January 15, 2023, T-Mobile suspended Tazmisha Kopics 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. Furthermore, if payment is not received by the due date the account may be charged a late fee.

The billing statement dated January 17, 2023, reflects a total of $393.16. This total reflects a past due balance in the amount of $54.00 and new charges in the amount of $339.16 for monthly service charges during the billing cycle dates of December 23, 2022, through January 16, 2023. It is important to note, while the voice line ending in **** was suspended for non-payment, the mobile internet numbers ending in 8306, 8308, ****, and **** were not eligible to receive a discount, therefore, all of the mobile internet lines were charged $65.00 plus taxes, per line.

As a courtesy to ***************************, on February 7, 2023, their account was adjusted in the amount of $180.00 which reduced their balance to $213.16. With remitted payments towards service, on February 15, 2023, T-Mobile again suspended *************** ability to place outbound calls. The billing statement dated February 17, 2023, reflects a total of $441.63. This balance consists of a past due balance in the amount of $213.16 and new charges in the amount of $228.47 for monthly service charges during the billing cycle dates of February 17, 2023, through March 16, 2023. Although a payment for *************** outstanding balance was required, as a courtesy, on February 19, 2023, their account was restored from suspension.

Unfortunately, on March 15, 2023, *************** account was suspended a third time for non-payment. The billing statement dated March 17, 2023, reflects a total of $847.42. This total consisted of a past due balance in the amount of $441.63 and new charges in the amount of $405.79 for monthly service charges during the billing cycle dates of March 17, 2023, through April 16, 2023.

On March 17, 2023, *************************** reported to ************* that she remitted a one-time $54.00 payment towards her service however, it was not yet reflecting in our system. On March 18, 2023, as a courtesy, our ************* team adjusted *************************** account in the amount of $441.63 ultimately reducing her balance to $405.79. Additionally, between the dates of March 24, 2023, and March 25, 2023, *************** account was adjusted in the amount of $150.00 further reducing their balance to $255.79.

On April 15, 2023, Tazmisha Kopics account was suspended a fourth time for non-payment. The billing statement dated April 16, 2023, reflects a total of $655.48. This balance consists of a past due balance in the amount of $255.79 and new charges in the amount of $399.69 for monthly service charges during the billing cycle dates of April 17, 2023, through May 16, 2023.

Unfortunately, due to continued non-payment, on May 5, 2023, Tazmisha Kopics account was cancelled. As such, the **** on the account were accelerated in full. Therefore, the billing statement dated May 16, 2023, reflects a total of $1,882.25. This total consisted of a past-due balance in the amount of $655.48, a $273.15 adjustment, and new charges in the amount of $1,499.92 for the accelerated ***. It is T-Mobiles position the above charges are valid and owed. Nonetheless, as of the date of this letter, our office is continuing to work with *************************** to amicably resolve her concerns. 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: 06/05/2023

Complaint: 20085961

I am rejecting this response because: The representative who wrote this complaint did not include the fact that when I came in on December 16th 2022 to add the additional iPad 9th generation promotion, that I also paid the rep ******* the balance of $54 that should have reflected on my account and given me a $0 balance moving into the next billing cycle. This information was verified when I returned to the T-Mobile store because of a higher cost reflecting on my bill for the iPad 9th generation for $65 instead of the $20 per iPad line. In the store I was made aware that my services were disconnected due to non payment to which I said I paid the bill when I came in on 12/16/2022 how could that be. The reps in the store had no clue and did not see the payment applied to my account, so I had ***** one of the store reps call ******* the rep who not only set up my accounts but also took the payment of $54 and insured me she would apply it to my account as soon as there systems were up and running again. ***** got ******* on the phone in front of two other store reps and she verified I made the payment but she never applied it so the store would have to issue me another credit in the amount of $54 dollars. Because of the suspension and late fees my next month's bill would incur due to the negligence of T-Mobile employees not applying the payment I made in store and also the promotion not being prices properly. ***** assured me he would take care of the additional charges and the $54 balance that was on the account which made it go into suspension status.
After speaking with ***** and waiting for him to update my account to reflect a $0 balance for my inconveniences. He assured me that it would be taken care of by the next day. Of course I came back only to find out ******* and ***** got fired for illegal activities. This left my account in the balance, so I asked to speak to a manager, which they had none at the time. Once a manager came from one of the other store I was able to talk to her (*****) she said she was made aware of the situation and would put in a request to have my account credited properly. She was supposed to contact me the next day, this never happened. I ended up going into the store and being told she was no longer in charge and ***** was.
so ***** came in trying to untangle this mess because as my account was supposed to be credited it was after a lot of back and forth this never happened. I ended up calling the corporate office and the supervisor agreed to zero my account and moving forward it would reflect the original promotion of the phone line and the I pad line being $20 per line.
This was the last time I spoke with someone about it after going to the store and seeing my bill twice the amount I ended up making a BBB complaint.

I have told all of this to the current rep handling this claim and I know the same information can be seen on my account, so I am confused as to why the response to this complaint is going back to dispute the fact if the charges are valid and what I owed, when this was already established on my last call with the supervisor of T-Mobile and I was told my account would be credited once again to reflect a $0 and I would just owe the next months bill. So I am confused by the response with all of this detailed information when the response should be answering the question of how I am going to be compensated for all my time, gas, inconvenience and horrific neglect by the employees of T-Mobile. I am not sure why I have to continue to fight and prove the truth of my experience of this whole process. There should be more concern for me as a customer instead of trying to find flaws in my story and tmobile trying not to take accountable for all this mess and keep trying to point the finger at me

Sincerely,

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

FILED ELECTRONICALLY

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

Re: ***************************
Your File No. 20085961
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 Tazmisha Kopics continuous concern about the billing and promotion.
We appreciate ******** for taking time to provide details of their experience. As indicated in our response to your office dated June 1, 2023, regarding Tazmisha Kopics concerns, on December 16, 2023, they activated their account with the ********************** number ending in **** which was subscribed to the 5G Upgrade Promo for Business rate plan for $55.00 including taxes, per month. Additionally, the three mobile internet numbers ending in ****, **** and **** were subscribed to the T-Mobile Essentials Tablet for ************* plan for $20.00 plus taxes, per line, per month. It is important to note, without active service of at least one voice line, the T-Mobile Essentials Tablet for ************* plan is offered at a monthly cost of $65.00 plus taxes, per line.

At the time of activation, *************************** was required to remit total payment of $151.73 which included four Device Connection Charges of $35.00 plus tax each. Regretfully, T-Mobile was unable to locate a record of a $54.00 payment remitted toward Tazmisha Kopics account at the time of activation.

On June 7, 2023, our office contacted *************************** and spoke to her. We offered to restore the service with her original plan for the voice line $55.00 per month and $20.00 per month for the mobile internet on each line and credit the account balance to zero and educate we would notcompensate monetarily for their inconveniences.

As an alternate resolution, we offered *************************** to return the five iPad devices directly to our *********** warehouse within 30 days of the date of this letter at:

Executive Response
Attn: Baby *******
***********************************************************************

Upon receipt of the iPads in acceptable, undamaged conditions, T-Mobile will apply a credit to the remaining EIP balance in the amount of $1,499.92 and apply the credit to their balance to zero. *************************** indicated they would like to think about our offer/ As such, we agreed to contact them on June 12, 2023, to further discus. Regretfully, our efforts proved unsuccessful. Should *************************** wish to accept either option, we encourage them to contact us directly at the number listed below. T-Mobile regrets any inconveniences 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.

Baby Trindle
Executive Response
Initial Complaint
Date:05/20/2023
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.
On May 20, I received a second replacement ID that was issued to a Los Angeles School District. This is a true inconvenience.
Business Response
Date: 05/30/2023

FILED ELECTRONICALLY

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

Re: Ketedrea *******
T-Mobile Account Holder: **************************
Your File No. 20085329
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated May 20, 2023, regarding the above-referenced account. Please be advised the account holder of record is **************************, and Ketedrea ******* is designated as an authorized user of the account.

********************** regrets any concerns Ketedrea ******* has experienced with device replacement, and we appreciate the opportunity to respond. T-Mobile records confirm that on July 12, 2022, Ketedrea ******* qualified for and took advantage of our Equipment Installment Plan (EIP) offering with the purchase of an Apple iPad 9th GEN ****** and agreed to a series of ************************** the amount of $18.00.

Upon review of the account, ********************** confirms that Ketedrea Branhams is subscribed to the optional Protection ********************************************* **** for $18.00 per month plus applicable taxes. Please note this feature includes insurance coverage, which is managed by T-Mobile and offered and administered through the insurance provider, Assurant Solutions (Assurant). In the cases of loss or theft, customers are referred to process an insurance claim for their handset. Please note that Assurant and T-Mobile are separate companies, each with separate policies.

T-Mobile confirmed claim number ******** was filed by Ketedrea Branhams through Assurant and was provided a replacement Apple iPad 9th GEN ****** bearing the International Mobile Equipment Identifier (IMEI) number ending in 4866.

T-Mobile spoke with Ketedrea Branhams on May 23, 2023 regarding their concerns, and agreed to continue working with them towards an ongoing resolution to their concerns. T-Mobile regrets any inconvenience to Ketedrea Branhams regarding this matter.

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:05/20/2023
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.
About 7 months ago I called a ***** number to T-Mobile about home internet they sold me a home internet hotspot system when I actually was looking for the home internet the system is incredibly slow and incredibly limited on that.I was not informed that the system was completely shut off after 100 GB allowed I was told it would keep working but at a slower pace All the day of the purchase I have been consuming alcohol while at home you really not understanding what took place I feel I was bamboozled until a service that did not fit my requirements
Business Response
Date: 06/01/2023
June 1, 2023

FILED ELECTRONICALLY

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

Re: *************************
Your File No. 20085308
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated May 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 Staphen Henrys concerns within this letter.

On November 3, 2022, ************************* activated service with a T-Mobile 5G Hotspot with our 100GB Mobile Internet for 5G devices rate plan for $55.00 per month. This rate plan allows for up to 100GB of 5G usage at network speeds. Once 100GB is reached, connectivity speeds will be reduced until the start of the new bill cycle. Please note, Staphen Henrys billing cycle runs from the 4th of one month to the 3rd of the next month.

On November 9, 2022, ************************* contacted ************* and reporting issues with their connectivity. Our records indicate ************************* uses the T-Mobile 5G Hotspot with the streaming service Roku. Due to the bandwidth requirements of streaming services, vast amounts of data can be consumed in short periods of time.

On December 30, 2022, ************************* contacted ************* regarding slow data connectivity. ************************* was advised that having a T-Mobile 5G Hotspot would not deliver the same performance as our T-Mobile ********************** which is not currently available at this time in their location. T-Mobile hotspot and tethering features are intended for personal mobile connectivity. These features are not to be a considered as broadband replacement.

Please be advised, T-Mobile is willing to allow ************************* to cancel their T-Mobile service and any Equipment Installment Plan (EIP) obligations they may owe on their T-Mobile devices. If they choose to cancel their service and EIP obligations, T-Mobile will refund any EIP payments ************************* has already made on their devices and waive any remaining installment obligations, provided only that the device is returned to T-Mobile. Of course, if ************************* does not wish to cancel their T-Mobile service, they are not required to do so. ************************* is welcome to continue their service and account with **********************. 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:05/20/2023
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.
T mobile granted the first gift card for the two lines but they have made excuse after excuse about granted the last line. They are **** picking and costing me additional time on my part stoping and requesting extra information for them. I have followed all the guidelines and have read through the small print. They need to approve the last line gift card for switching over.
Business Response
Date: 05/25/2023
May 25, 2023

FILED ELECTRONICALLY

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

            Re:     *********************************
                        Your File No. 20085287
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated May 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 April 6, 2023, with four lines of service.

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 for up to five lines of service). 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.

T-Mobile records reflect ********************************* entered a submission to participate in the Keep and Switch program on April 8, 2023, with a request for reimbursement for the lines of service ending in ****, ****, and ****; however, the proper documentation was not submitted reflecting the equipment financing information and the submissions were declined.

On April 10, 2023, a new submission was entered for the lines ending in ****, ****, and ****;however, these submissions were also declined due to improper documentation received. A second submission was entered on April 10, 2023, reflecting a request for reimbursement of $1,000.00 for a ******* Apple iPhone 14 Pro, in use with mobile number ending in ****,and $1,000.00 for a ******* Apple iPhone 14 Pro **** in use with mobile number ending in ****. These submissions were approved on April 21, 2023, and a $1,600.00 virtual prepaid Mastercard was issued, in accordance with the Keep and Switch program terms to reimburse up to $800.00 for each line. On April 14, 2023, a submission was entered for the line ending in ****; however, as proper documentation was not included, this submission was also declined.

Our office spoke with ********************************* on May 24, 2023, to apprise of the aforementioned information. In an effort to reach an amicable resolution to this matter, our office has issued a prepaid Mastercard to the address listed on the account in the amount of $733.26 for the ******* Apple iPhone SE3 handset in use with mobile number ending in ****. ********************************* should receive the funds within 10 business days. 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: 05/25/2023

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:05/20/2023
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.
12-5-22 Promised A bill of $180 a month for service Got $256 a month for service. They adjusted my account to 180 for a few months than the manager left and the new manager wont credit my account. Im told i cant give the stuff back.
Business Response
Date: 06/01/2023

June 1, 2023

FILED ELECTRONICALLY

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

Re: ***************************
T-Mobile Account Holder: *****************************
Your File No. 20085226
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated May 20, 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 concerns *************************** may have with the account and we appreciate the opportunity to respond. T-Mobile records confirm the above-referenced account was activated on February 28, 2021, with two voice lines of service ending in **** and ****. On February 5, 2022, two additional voice lines ending in **** and **** were activated on this account and subscribed to the Magenta 55 Plus rate plan. Please note, the Magenta 55 Plus rate plan is $80.00 per month including taxes for the first two voice lines of service and any additional voice lines are $40.00 per month, per line including taxes. Furthermore, on the same day, a watch line ending in **** was activated and subscribed to the Data with paired DIGITS rate plan for $15.00 per month. Lastly, the line ending in **** is subscribed to the $18.00 per month, Protection 360 feature, the line ending in **** is subscribed to the $16.00 per month, Protection 360 feature and the line ending in **** is subscribed to the $13.00 per month, Protection 360 feature.

Finally, on December 5, 2022, this account qualified for and took advantage of our Equipment Installment Plan (***) with the purchase of the following items:

******* Gear Watch 5; $0.00 down payment and ************************** the amount of $15.00 per month. This *** is enrolled into the 2022 ******* Watch P12 offer which provides a monthly Recurring Device Credit (RDC) in the amount of $10.88 per month for the duration of the ***.

******* Galaxy S22; $0.00 down payment and ************************** the amount of $33.34 per month.

******* Galaxy S22 Screen Protector; $0.00 down payment and ************************** the amount of $5.00 per month.

******* Galaxy Ear Buds; $0.00 down payment and ************************** the amount of $12.50 per month.

******* Travel Adapter; $0.00 down payment and ************************** the amount of $1.67 per month.

As of the time of ******************* purchase of new items T-Mobile provided a 14-day 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.

On January 5, 2023, T-Mobile ************* was contacted by a ********************** retail associate regarding the billed charges and an adjustment in the amount of $33.30 was applied reducing the account balance at that time. On January 10, 2023, a follow up on this account was made and ********************** applied a one-time credit in the amount of $149.00 further reducing the account balance to $150.46. On January 19, 2023, a payment was remitted in the amount of $150.46 reducing the account balance to zero.

Between February 11, 2023, and April 18, 2023, the account received a total credit amount of $230.00 which was applied to reduce the monthly cost for the three previous billing statements.

Between May 18, 2023, and May 20, 2023, T-Mobile was contacted multiple times regarding the monthly cost and *************************** was advised the monthly recurring cost would be $256.74 and no further adjustments would be applied to the account.

On May 20, 2023, the voice line ending in **** was canceled when the number was ported to a new carrier. Please note, as the account remains active with three voices lines and one watch line the monthly recurring cost including the *** will be $238.63. Please note, if *************************** would like to enroll into AutoPay with a bank account or debit card, they would receive a $5.00 credit per line, per month of enrollment. The AutoPay enrollment can be processed through the T-Mobile app, at a T-Mobile retail location or through our ************* team by dialing 611 from a ********************** handset. With that said, it is T-Mobiles position that the account has been correctly billed in accordance with the selected promotions and rate plan. Therefore, T-Mobile respectfully declines their request of receiving additional billing adjustments. 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

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