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

27,480 total complaints in the last 3 years.
8,250 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:05/23/2023
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.
T-Mobile apparently changed their autopay discount requirements without notifying me as a customer. I've had my autopay discount linked to a credit card for several years. I then receive a bill without my $40 autopay discount and have to call care to have a 15 minute discussion just to figure out the autopay discount was lost because I'm not using a debit card or checking account number. To get my discount back I have to change the card but how would I have known that? An email or letter would have been nice. Maybe even a text message or phone call from a wireless carrier would make sense. The rep confirmed I'd get my discount back starting next month once I enroll with my new card. How can a company change their rules then charge me an extra $40 for not following those rules and just expect ** to be okay with it? I even told the T-Mobile care rep that it would have been nice if we would have been notified prior to the change and the only response I could get was "once I enroll with my debit card I'd get my discount back". I've already updated my card information to a debit card but its not fair I'm out $40 for something that was not my fault.
Business Response
Date: 05/24/2023
May 24, 2023

FILED ELECTRONICALLY

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

Re: ***********************-Love
Your File No. 20093884
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated May 23, 2023., regarding the above-referenced account.

T-Mobile regrets to hear of ****************-Loves concerns regarding the AutoPay discount eligibility changes and we appreciate the opportunity to respond. Our records indicate that ****************-Love has ten phone lines and three watch lines on the account.

AutoPay is a free service that automatically deducts payments from a customers credit card or checking account to pay their ********************** bill. Customers on eligible rate plans may also receive a monthly bill credit for using AutoPay for $5.00 per line for up to eight lines on the account. ****************-Love is currently being billed on the Go5G Plus rate plan, which is a qualifying rate plan.

Starting in May 2023, T-Mobile will begin notifying customers about changes to the program for AutoPay credits. The majority of our customers use their bank account or debit card for AutoPay and will continue to receive a credit. However, customers enrolled in AutoPay with a credit card or through Apple Pay or ****** Pay must change their AutoPay payment method on file to a debit card or bank account to continue receiving the AutoPay monthly credit. Any customers impacted by this change received multiple notifications, via text message and bill message, before the credit is discontinued advising them how to keep receiving the AutoPay credit.

Customers on eligible rate plans can learn more about AutoPay and the credit program by reviewing our online resources at ********************************************************************; It is important to note that the standard monthly rate plan cost and terms for voice, text and data remain unchanged. Customers are also free to continuing using a credit card as a payment method for AutoPay; however, they will not qualify for the AutoPay credit.

T-Mobile records indicate the billing statement dated May 20, 2023, did not reflect the AutoPay credit as the payment method on ****************-Loves account did not qualify to receive this discount. Our records show on May 22, 2023, ****************-Love contacted ************* and updated his payment method to one that will qualify to receive this credit. ****************-Love will start receiving the $5.00 credit per line for up to eight lines starting on the statement dated June 20, 2023.

T-Mobile was able to correspond with ****************-Love on May 23, 2023, and to amicably resolve this matter, T-Mobile offered to apply a one-time adjustment of $40.00 in lieu of the AutoPay credit on his account. ****************-Love accepted this as resolution and the one-time adjustment for $40.00 was applied on his account. The account remains active with a balance of $664.38 which is due on June 13, 2023. T-Mobile regrets any inconvenience to ****************-Love.

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: 05/24/2023

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,

***********************-love
Initial Complaint
Date:05/23/2023
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.
Ever since I started service they have not got my billing correct. I have had to call or chat online every month for the last 8 months to have them fix the incorrect billing. Every time I call they issue an arrangement of credits to get the billing charged corrected and promise they'll fix the issue. I have a promo plan when I signed up and trade-in credits that are not being applied correctly. Every time I am told that 'you've reached the right person this time and I'll make sure I get it fixed'. They also promise to call me back to let me know all is taken care of. It has not been fixed to date and no one ever calls me. The last 2 months billing still have not been corrected and I am owed money. I have sent several requests to have someone fix it and call me. I have been told I would get a call and it would be fixed. Neither of those things have happened. I have spent hours and hours of my valuable time trying to get this sorted and nothing is being done. I just get passed off to the next person and no one cares. Switching to T-Mobile has been huge mistake. I just want all my money back so I can
Business Response
Date: 06/05/2023
June 5, 2023

FILED ELECTRONICALLY

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

Re: ***********************
Your File No. 20093478
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated May 23, 2023, regarding the above-referenced account.

T-Mobile regrets any concerns *********************** has regarding the account, and we appreciate the opportunity to address this matter. On September 16, 2022, *********************** established service and has two voice line of service ending in **** and ****. *********************** subscribed to the Magenta *** rate plan at a cost of $150.00 per month, tax inclusive. Please note, the account enrolled in AutoPay on September 21, 2022, and is eligible for a $5.00 per month discount, reducing their monthly rate to $140.00. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.

*********************** also subscribes to ********* On ** at $4.99 and receives a $4.99 ******** discount, **************** (2-Screens) at $15.49 and receives a ******* Discount for $15.49, and Paramount+ Essentials with 12 months on ** at zero cost.

On September 17, 2022, *********************** took advantage of our equipment installment plan (EIP) with the purchase of an Apple iPhone 14 Pro with zero down-payment and agreed to 23 monthly installments of $41.67 and a final payment for $41.58. *********************** purchased a second Apple iPhone 14 Pro on September 17, 2023, with zero down payment and agreed to 23 monthly payments of $41.67 and a final payment for $41.58. At the time of purchase *********************** was eligible for the 2022 Apple Buy 2 P6 offer, whereby, customers bought one Apple iPhone 14 or 13 series and saved up to $700.00 off a second when they purchased both devices on EIP and activated a new line on an eligible rate plan. Accordingly, the purchase was eligible to receive 24 monthly Recurring Device Credits (RDC) of $29.17 reducing one of ******************* monthly **** to $12.50. Please note, at the time of purchase, *********************** traded in a device and the above-referenced account was credited $340.00 for a Trade-in Credit on September 22, 2022.

On December 10, 2022, *********************** contacted ************* with billing questions to inquire about promotional credits. At that time, we applied a $29.17 courtesy credit to the above referenced account, bringing the account to a credit balance of $29.17. Additionally, we removed the 2022 Apple Buy 2 P6 offer, and confirmed eligibility 2022 Apple Trade P32 whereby, customers got an Apple iPhone 14 Pro on ** with the trade-in of an eligible device while subscribed to a Magenta *** rate plan. The promotional payout provided 24 RDCs of $41.67.

The billing statement dated December 16, 2022, reflected a balance of $194.17, which included new charges for $223.34 for the rate plan and EIP charges, and a courtesy credit of $29.17. On December 19, 2023, *********************** contacted ************* regarding their bill and received credit for $157.50 promotional concerns, which revised the account balance to $36.67. Please note, a $36.67 payment was remitted on January 7, 2023, bringing the account to a zero balance.

The billing statement dated January 16, 2023, reflected a balance of $223.34, which consisted of rate plan and EIP charges. On January 24, 2023, *********************** contacted T-Mobile regarding their bill. To address the ongoing concerns, T-Mobile applied a credit of $52.50 to the account, which updated the account to a $170.84 balance. Additionally, a request was submitted to have the lines ending in **** and **** enrolled in the 2022 Apple Trade P32 offer. On February 21, 2023, the line ending in **** was successfully enrolled in the 2022 Apple Trade P32.

On February 7, 2023, a payment in the amount of $170.84 was remitted, which updated the account to a zero balance. The billing statement dated March 16, 2023, reflected a balance of $181.67 and consisted of rate plan and EIP charges. On March 21, 2023, ************************* again contacted T-Mobile has they continued to dispute the promotion on the account, and in response, we applied a credit of $33.33 to the account, revising the balance to $148.34.

On April 7, 2023, a payment in the amount of $148.34 was remitted, which updated the account to a zero balance. The billing statement dated April 16, 2023, reflected a balance of $181.67 and consisted of rate plan and EIP charges. Please note, payment of $181.67 was remitted on May 7, 2023, updating the balance to zero.

The billing statement dated May 16, 2023, reflected a balance of $181.67 for rate plan and EIP charges. Our office spoke with *********************** on May 23, 2023, regarding the information referenced above. On May 30, 2023, we successfully enrolled the line ending in **** in the 2022 Apple Trade P32 offer and adjusted the account balance for $181.67 in full for the missing EIP promotion. Additionally, we applied the T-Mobile Insider Discount to the account, which will reduce the base rate of ****** Gothes monthly rate plan by 20% for the lifetime of the account, so long as they remain on a qualifying rate plan. As such, the base rate of ******************* rate plan is $112.00 per month with AutoPay. *********************** accepted this resolution and remains a T-Mobile customer. We regret any inconvenience to ************************

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

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

Very truly yours,

T-MOBILE USA, INC.

*****************************
Executive Response
Initial Complaint
Date:05/23/2023
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.
This started about a week ago I went online to tmobile.com I filled out the information and I got a phone call from a lady she told me about the deal with the free ******* free ******** and roadside assistance to brand new ******* s23 $800 off each phone so we only had to put down $60 they ran the credit through and everything was good with that well two days later in an email it said that we were getting ******* a23 so I called him and told him that I need a shipping label that they sent us the wrong phones and they're like oh yeah we see here that that wasn't supposed to be the phone you were supposed to get were so sorry about that and I said okay I'm going to send the phones back which was last Wednesday and they got the phones yesterday at 12:30 p.m. so I called about 7:00 last night and told them everything that had happened the past week cuz I have called multiple times before to see if the phones were there yet and I kept getting the runaround people telling me lies after lies I kept getting told different things by other people like they said the moment that those phones get to the warehouse they are automatically going to send out the s23 I won't have to call back I won't have to call in and check on it the automatically give me my $60 back and we'll take $60 back off for those phones to be sent to you so when I call him yesterday I'm on the phone for over an hour with this one person who's giving me the runaround saying well I need a shipping number I need an order number he finally found out that the phones were there but couldn't tell me anything about the s23s and why they haven't been sent out yet so they sent me to somebody else that person said yes I see exactly what you're talking about you were supposed to get the 2 s23s instead of the a23s my supervisor is now going to override this and help you so she starts to get the order ready and what do you know another lie she says no that $800 was just for one phone so you still have to pay $600 for this whole week I was on that phone for probably 6 to 7 hours trying to deal with everything I have never cried so much and been so hurt over a phone company
Business Response
Date: 06/01/2023

June 1, 2023

FILED ELECTRONICALLY

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

Re: *************************
T-Mobile Account Holder: *******************
Your File No. 20093350
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated May 23, 2023, regarding the above-referenced account. Please be advised the account holder of record is ****** ***, and ************************* is not designated as an authorized user.

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

Please be advised our office contacted ****** *** and was able to come to an amicable resolution.

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:05/23/2023
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 november 4th i returned my leased phone and ended my phone plan at the tmobile in ****** **. The employee wanted to purchase the phone from me in exchange for the buyout price in which i told him i just wanted to turn in the phone to not owe any money and end the plan. I left the store under the impression that everything was closed and the phone would be processed and returned. However they have been trying to charge me every month since november for the buyout price of the phone and say it was never received. They are now in the process of sending me to collections after many attempts to have the issue resolved in store and over the phone with customer service. I have done multiple ticket investigations with customer service with no resolution and every time i call they have no note of the issue on the account. Also in store they have little to no help saying they could have sent it out improperly, but do remember me turning the phone in with **** and one of the managers of the store. I have gotten the district manger involved with no solution still. Im stuck in a situation forced to pay for a phone that i returned at the end of my lease. I an suspicious the phone was stolen that day from the employee **** who was very adamant in purchasing the device from me, or they sent the phone the wrong way leaving me to pay for something i turned in. I dont know what else to do, i have been stressed and dealing with this issue for months.
Business Response
Date: 06/01/2023
June 1, 2023

FILED ELECTRONICALLY

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

Re: ***************************
Your File No. 20093277
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated May 23, 2023, regarding the above-referenced account.

T-Mobile regrets any concerns *************************** has regarding the return of their device and subsequent billing. We appreciate the opportunity to address this matter. On May 11, 2021, *************************** upgraded the phone line ending in ****. At that time, *************************** leased an Apple iPhone 12 Pro handset on a JUMP! On Demand (JOD). At the time of lease, *************************** remit a down payment of $249.99, and agreed to a series of 18-monthly installments for $28.00. Please note that customers have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement.

Regrettably, on October 24, 2022, *************************** canceled the account when they ported the mobile number ending **** to another service provider. *************************** billing cycle ran from the 17th of one month to the 16th of the following month. Pursuant to T-Mobile policy, customers are responsible for all charges through the end of their service term. Accordingly, *************************** was billed through November 16, 2022.

The billing statement dated November 16, 2022, reflected a balance due in the amount of $266.13 for prorated monthly service charges of $3.83, and remaining JOD charges of $262.30.

T-Mobile records reflect a payment in the amount of $266.13 was remitted on December 7, 2022, reducing the balance to zero. However, on January 8, 2023, the payment was returned unpaid. As such $266.13 was charged back to the account and was assessed a returned payment fee of $20.00 updating the balance to $286.13.

T-Mobile records reflect a payment in the amount of $266.13 was remitted on January 24, 2023, reducing the balance to $20.00. A $20.00 payment was then remitted on February 7, 2023. However, on February 13, 2023, and March 16, 2023, the payments were returned unpaid. As such, the payments were charged back to the account and charged returned payment fees of $60.00 updating the balance to $346.13.

The billing statement dated April 17, 2023 was generated in the amount of $366.13 for prorated monthly service charges, and remaining JOD charges, and an additional returned payment fee of $20.00.

Due to continued non-payment, on May 26, 2023, the account was transferred to a third party collection agency, ******************************. A collection fee in the amount of $43.05 was assessed to the account updating the balance to $409.18.

Upon speaking with *************************** on May 29, 2023, they stated that they returned the Apple iPhone 12 Pro handset at a T-Mobile store location. In an effort to amicably resolve this matter, our office issued a bill credit in the amount of $366.13. The collection fee was subsequently removed on May 30, 2023, leaving the account closed with a zero balance. In addition T-Mobile removed the account from third-party collections and requested the collection agency to delete any negative information reported to the credit bureaus regarding this debt. *************************** should allow approximately 90 days for this information to be reflected on their credit report. 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:05/23/2023
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 experienced an incident in the store in ***** ********** where I was made to feel uncomfortable and disappointed in the hostility experienced from staff members, who duped me into taking a phone I did not want and lied to me through and through. Not only that but they attempted to do a SIM swap and manipulated my phone line. Unacceptable highly unprofessional and dismayed all in all
Business Response
Date: 06/02/2023

June 2, 2023

FILED ELECTRONICALLY

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

Re: ***********************
Your File No. 20093154
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated May 23, 2023, regarding the above-referenced account.

T-Mobile regrets any inconvenience *********************** has regarding the account and we appreciate the opportunity to respond. T-Mobile records indicate on February 12, 2023, *********************** took advantage of our Equipment Installment Plan (EIP) with the purchase of a One Plus 10T handset. 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 $59.07 for the taxes on the full retail price. *********************** then agreed to a series of ************************** the amount of $27.09.

As of the time of ****************** purchase of a new handset for use on the mobile number ending in **** 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.

T-Mobile did find in it is records a SIM change that was completed on February 23, 2023, for the line ending in ****. T-Mobile takes consumer privacy and security very seriously, and we provide information regarding protecting your privacy on our website, www.T-Mobile.com. Information about the safe use of third-party applications, those not created by T-Mobile, can be found on our Privacy webpage (see Third-Party Applications for your Devices link). Please note mobile spyware targets mobile devices in the same way it targets laptops and other computers. The best way to protect against these harmful applications is to carefully safeguard your device and personal information. T-Mobile recommends consumers make use of password protection, maintain possession, and control of their device and carefully evaluate the third-party applications they are downloading.

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

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:05/23/2023
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 a business account with Sprint since 2015 & 2019 purchase 2 iPhones 2011 under promotion that was going on and thought phones were paid off . I was told in 2022 that promotion they was running was a total *********** found out you would never pay the phones do to fact the promotion was placing people under a lease, 2022 I went back the same store off ********* ****** ,******** spoke with **** the District Manger of that region & stated that promotion was a total mess and stupid and caused a lot of complaints . I stated need to get out that mess a make even trade & she yes I will do that for you and over & over will be even trade due to phone was in excellent condition she you wont owe anything just the usage and your insurance made sure before agreeing that wouldnt owe anything on my phone, swap 2011 for 2013 and then placed a second 2013 with a agreement lease . May, 22,2023 I spoke with ***************** supervisors of Sprint/ T Mobile and was told that I dont own my phone again that they do even exchange and when **** allow a swap ************************************************* stay with with suppose to be PAID OFF phone for 2 years . ****** has fraud again and are trying make pay on phone & plus trying to stop me from leaving this *************** Please Help Im so tried of businesses hidden agendas and rip people off .
Business Response
Date: 05/31/2023
May 31, 2023

FILED ELECTRONICALLY

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

Re: ************************************
Your File No. 20093081

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated May 23, 2023, regarding the above-referenced file number.

Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that ************************************ is not an authorized user on the account which is associated with the mobile number they provided. The account holder of record *** add ************************************ to the account by contacting ********************** ************* 24 hours a day at **************. Additionally, the account holder or one of the authorized users on the account contact me at the number below to discuss this matter further. 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:05/22/2023
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.
Account #*********: Ive been without a working cell phone for eight days. Weve spent roughly 30 hours with the support team, have purchased nearly $1500 in new devices, visited 2 different T-Mobile stores 5 separate times and are no closer to a resolution. Not having a cell phone has impacted my ability to perform my job duties, has rendered my professional and personal accounts inaccessible (my 2-factor authentication is linked to my phone number), and has made communicating with family and friends extremely challenging. It is a safety concern for my family that my wife has no means of emergency communication. As working parents of 2 children, including a 5 month old, this issue has taken up nearly 100% of our free time for the last 8 days. When discussing with the customer service agent, we were offered $17 to compensate for our troubles. Your response to our issue is simply unacceptable. Youre in violation of our contract as you are unable to provide a service for which we pay. As resolution of this issue has not been a priority to this point for T-Mobile I will be utilizing the tools at my disposal (Better Business Bureau, FTC, social media, credit card company, email to CEO) to seek a technical and financial resolution to the issue.
Business Response
Date: 06/02/2023

June 2, 2023

FILED ELECTRONICALLY

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

Re: ***************************
Your File No. 20092758
T-Mobile Account No. *********

To Whom It May Concern:

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

T-Mobile regrets any concerns *************************** *** have experienced regarding their service, and we appreciate the opportunity to respond to this matter. *************************** activated the above-referenced account on November 30, 2021, and has three voice lines of service ending in ****, **** and **** and one watch line of service ending in ****.

On May 7, 2023, *************************** qualified for and took advantage of T-Mobiles Equipment Installment Plan (EIP) and purchased one Apple Watch Series 8 41mm for line ending in ****, for $499.99 plus applicable taxes and fees. At the time of purchase, *************************** was not required to remit a down payment; however, they agreed to a series of ************************** the amount of $20.84 and a 24th and final installment in the amount of $20.67. *************************** purchased the Apple Watch Series 8 41mm during our 2023 Apple Watch P17 offer. *************************** met the eligibility requirements and is scheduled to receive 23 monthly Recurring Device Credits (RDC) of $10.42 and 24th and final RDC in the amount of $10.34.

On May 15, 2023, *************************** qualified for and took advantage of T-Mobiles EIP and purchased one Apple iPhone 14 handset, for $829.99 plus applicable taxes and fees. At the time of purchase, *************************** was not required to remit a down payment; however, they agreed to a series of ************************** the amount of $34.59 and a 24th and final installment in the amount of $34.42. *************************** purchased the Apple iPhone 14 handset during our 2023 Apple Trade P15 offer. *************************** met the eligibility requirements and is scheduled to receive 24 monthly RDC of $31.88.

We regret any service-related concerns *************************** *** have experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that *** interfere with actual service, quality, and availability. Although, the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which *** vary from location to location and *** change without notice. T-Mobile has verified the address on ***************************** account and based on the coverage map, confirms their account address is in a good coverage area.

According to our records, *************************** contacted T-Mobile ************* on May 21, 2023, regarding their service-related concerns with their Apple iPhone 14 handset. T-Mobile completed applicable troubleshooting with **************************** Additionally, T-Mobile issued a one-time account credit of $20.00 to the above-referenced account to offset a portion of *************************** account charges, revising the account balance to a $20.00 credit balance.

On May 23, 2023, and May 24, 2023, *************************** contacted T-Mobile once more, regarding their service-related concerns with their Apple iPhone 14 handset. At that time, T-Mobile completed applicable troubleshooting with ***************************; regrettably, the connectivity issues remained. Furthermore, on May 24, 2023, ***************************** concerns were escalated to our Engineering team for further review. Upon completion of the Engineering team investigation on May 24, 2023, T-Mobile contacted *************************** and advised them our Engineering team performed a profile update. *************************** confirmed this addressed his service-related concerns.

On May 25, 2023, our office spoke with ***************************, in which they indicated their service-related concerns have been addressed by T-Mobiles ************* to their satisfaction. As a gesture of goodwill, T-Mobile issued a one-time courtesy credit of $260.00 towards their T-Mobile account to offset a portion of ***************************** rate plan charge, updating the account to a balance of $280.00 credit balance. T-Mobile regrets any inconvenience to ****************************

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

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

Very truly yours,

T-MOBILE USA, INC.

************************************;
Executive Response
Initial Complaint
Date:05/22/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After 15 years of being a loyal customer without any missed payments, I closed out my account with ********************** and before closing out my account I called and made sure that I paid all remaining bills and outstanding charges. When I finally closed out my account and pulled out each of my numbers I was hit with charges for devices that we never received or do not own and never requested. T-Mobile then proceeded to remove all access that I have to all of my payment and billing accounts so that I could no longer access or see my bill to see what those charges were. So I currently cannot view or see my bill or log into my T-Mobile account to pay my bill and yet I'm receiving letters in the mail about these charges and when I call a representative there are also telling me that I have to pay these charges. The total is approximately $400 of charges for equipment that I do not own and T-Mobile claims they sent me. This is after being a customer for the past 15 years with out having a single late payment on my account. The representative on the phones are very rude and they refuse to help and assist in any way and just continue to repeat the fact that I owe charges without providing any explanation as to where the charges are coming for from and what the details and reasoning behind the amount is. The representatives refused to send us any bill or itemized amount as to what the charges are for or provide any details as to what the equipment the charges are for. They simply say that this is how much we owe and if we do not pay, it will hit our credit. Aside from that, we are given no additional information. We have no other option than to file a complaint with the Better Business Bureau after our 15 years of loyalty to T-Mobile.
Business Response
Date: 05/31/2023
May 31, 2023

FILED ELECTRONICALLY

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

            Re:     *************************
                        Your File No. 20092678
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated May 22, 2023, regarding the above-referenced account. Please be advised we have made attempts to contact *************************, which have proven unsuccessful. As such, T-Mobile will make every effort to address their concerns within this letter.

T-Mobile regrets any concerns ************************* may have experienced regarding their account billing. T-Mobile records confirm, from November 27, 2016, ************************* has subscribed to T-Mobile voice service for six lines ending ****, 8152, ****, ****, 8308, and **** on the Simple Choice rate plan. The Simple Choice rate plan was billed at $100.00 for the first four lines ending ****, 8152, ****,and **** and $10.00 per additional line with tax and fees excluded. The line ending **** qualified for the Friends and Fam 2 Lines on ** promotion and received a $10.00 discount. On October 26, 2021, ************************* took advantage of our Equipment Installment Plan (***) and purchased an Apple iPhone 12 Mini 128GB handset by remitting a payment for the sales tax on the full retail value of the handset and a $49.99 down payment and agreeing to 30 monthly installments of $21.00. The purchase qualified for the 2021 Apple Trade P17 promotion wherein the account would receive 30 Recurring Device Credits (RDC) of $3.00 as long as it qualified.

******************** account was billed by a system known as bill current. This means charges for the rate plan are billed in advance of the service being provided and become due within that billing cycle. ******************** billing cycle runs from the 21st of one month through the 20th of the next month. Notice of the monthly recurring charges and feature charges are available on or around the 21st of the month, and those charges are then due on or around the 13th. If during that billing cycle ************************* had any usage charges, such as international calling or third-party downloads,the respective charges would be reflected on the next months statement, as obviously we cannot predict those charges in advance.

On April 27, 2015, ************************* activated service on a Wi-Fi CellSpot Router with the serial number ending **** and, on April 26, ************************************ activated service on a 4G LTE Signal Booster with the serial number ending ****. Both devices are provided to customers at no cost; however, they remain T-Mobile property and are required to be returned when service is cancelled to avoid a non-return fee.

On April 17, 2023, ************************* transferred service on the lines ending **** and **** to another carrier. On April 20, 2023, ************************* transferred service on the lines ending 8308, 8152, and **** to another carrier. The account billing statement dated April 20, 2023, reflected a balance of $114.56 due by May 13, 2023. The balance included the rate plan for service from April 21, 2023, through May *******, ***, $2.64 in international usage charges, a $14.25 credit for previous charges, and applicable tax and fees. On April 22, 2023, ************************* remitted a payment of $273.00 to the *** balance for the Apple iPhone 12 Mini handset updating it to zero.

On May 17, 2023, T-Mobile systems recognized the Signal Booster with the serial number ending **** was not returned and a $307.06 non-return fee was applied. On May 19, 2023,T-Mobile systems recognized the CellSpot Router with the serial number ending **** was not returned and a $105.19 non-return fee was applied updating the account balance to $526.81.

The account billing statement dated May 20, 2023, reflected a balance of $460.69. The balance included the past due balance of $526.81 and credits totaling $66.12 for prorated service charges and a previous *** payment. Please be advised upon cancellation of service, ************************* will no longer have access to self-service options via our online portal at www.myt-mobile.com. Should ************************* need further assistance with their account, they may contact our office directly at the number below or ************* at ************** for assistance. We regret any inconvenience ************************* experienced and appreciate their feedback regarding their recent interactions with Care.

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: 06/09/2023

Complaint: ********

I am rejecting this response because: I would like to reopen complaint #********. No attempts were made to contact me whatsoever and the company claimed that an attempt was made to contact me. Additionally, when I called the number provided and left multiple messages, no calls were returned to me.

Sincerely,

*************************
Business Response
Date: 06/15/2023

June 15, 2023

FILED ELECTRONICALLY

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

Re: *************************
Your File No. 20092678
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 14, 2023, regarding the above-referenced account. ********************** is pleased to report this matter has been resolved to Shabih Haiders satisfaction.

T-Mobile regrets any continued concerns ************************* may have experienced regarding the above account. As indicated in our May 31, 2023, response to your office, on April 27, 2015, to resolve coverage issues experienced, ************************* was provided a Wi-Fi CellSpot Router with the serial number ending ****. On April 26, 2017, ************************* was provided a 4G LTE Signal Booster with the serial number ending ****. Both devices are provided to customers at no cost; however, they remain T-Mobile property and are required to be returned when service is cancelled to avoid a non-return fee.

Regrettably, between April 17, 2023, and April 20, 2023, ************************* cancelled their lines of service when they were ported to another service provider. As a result, a prepaid return kit was issued to ************************* for each of the above coverage devices. However, the Signal Booster with the serial number ending **** was not received as returned, and as such, on May 17, 2023, a non-return fee and applicable taxes totaling $307.06 was assessed to the above account. Additionally, the CellSpot Router with the serial number ending **** was not received as returned, and as such, on May 19, 2023, a non-return fee and applicable taxes totaling $105.19 was assessed to the account, updating the balance owed on the account at that time to $526.81.

The final billing statement dated May 20, 2023, reflected a balance owed in the amount of $460.69. The balance included a past-due balance of $526.81 and credits totaling $66.12 for prorated monthly service charges and a previous EIP payment.

As the account was cancelled with a balance owed, it was placed in our pre-collection process. While an account is in pre-collection, T-Mobile partners with a third-party collection agency to contact customers to attempt to obtain payment for the balance owed. However, while acting in a pre-collection capacity, the third-party collection agency does not report the account negatively to the credit bureaus.

Upon speaking with ************************* on June 14, 2023, we provided the above information. ************************* stated they returned the above coverage devices via UPS. To resolve this matter, on June 14, 2023, T-Mobile issued a credit to the above account in the amount of $460.69 for the final balance reflected, closing the account with a zero balance and removing it from pre-collection. As such, ************************* will not see any negative reporting associated with the above account on their credit report. ************************* accepted this as a resolution to their concerns. We regret any inconvenience ************************* experienced.

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: 06/21/2023

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.Thank you so much for all involved in assisting with his process.

Sincerely,

*************************
Initial Complaint
Date:05/22/2023
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.
Called to get internet and phone on 4-1**** received equipment on 4-18-23 setup and hooked on couldnt get smart tv fire stick to work was told they wont work for internet tv so I told them I wasnt told that and sales rep said you could so I dont want it Sent all equipment back same day and was told I would receive refund when they received equipment.Got a email on 4-26-23 saying received the a the equipment and were processing my refund at that time they owed my $74.09 automatic bank daft was a requirement for the package $95 a month going forward which was cancelled via email 4-26-23. May **** they daft $95. I called 5-5-23 and explain everything again said they took care of it and I was waiting now on a refund of $169.09.Well I got another bill in the mail stating that I owed $27.99 I dont owe anything I never changed my phone over either which they knew. I called again 5-22-23 and told the employee **** explained everything again same thing had to go through higher up the chain of command. Same thing when charged the $95 was told to wait to 6-13-23 for refund call back then. I ask him how much refund would I be receiving? He said he didnt know it would be up to them. Really? I never used any of their services and canceled the same day I received equipment also returned the equipment the same dayworst company ever
Business Response
Date: 06/01/2023
June 1, 2023

FILED ELECTRONICALLY

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

            Re:     ************************
                        Your File No. 20092494
                        T-Mobile Account No. *********

To Whom It May Concern:

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

T-Mobile regrets any concerns ************************ may have experienced regarding their account, and we appreciate the opportunity to respond. On April 13,2023, ************************ activated one voice line of service with mobile number ending in ****, which was subscribed to our Magenta *** 55+ rate plan for $65.00 per month after a $5.00 AutoPay discount. ************************ also activated T-Mobile ********************* with the line of service ending in 8153. The line of service subscribed to our T-Mobile Home Internet rate plan for $55.00 per month and participated in our 2023 **** P3 and AutoPay promotions, receiving a monthly discount of $20.00 and $5.00, respectively, reducing the monthly cost to $30.00, per month. At the time of the Home Internet activation,************************ was provided an Sagemcom 5G **** Gateway device at no cost. It is important to note, the Sagemcom 5G **** Gateway device is a **************************** device and must be returned to T-Mobile upon cancellation of service to avoid a non-return fee.

On April 13, 2023, ************************ purchased an Apple AirPods with Charging Case 2nd Generation via Equipment Installment Plan (***). ************************ was required to remit a $64.99 down payment plus taxes on the full retail cost of the accessory. ************************ then agreed to 12 monthly installments of $5.42. Please note that if a customer has an open *** 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.

************************ enrolled in our optional *************** from April 13, 2023, to May 22, 2023. AutoPay allows customers to designate a credit card account, checking account, or savings account to use for the purpose of paying monthly recurring charges associated with their T-Mobile account. This payment is automatically processed to the selected payment method approximately two to three days before the billing statement's due date. As ************************ enrolled in AutoPay, they received a monthly discount of $5.00 per each paid line of service.

Most postpaid T-Mobile accounts are billed by a system known as bill current. This means charges for your rate plan were billed in advance of the service being provided and became due within that billing cycle. For instance, ******************** billing cycle ran from the 14th of one month through the 13th of the next month with a payment due date of the 6th of the month.

Please note that ******************** Home Internet line of service was eligible for our Test Drive T-Mobile Home Internet and Small Business Internet offer. This offer started January 27, 2022, for new and existing customers who activate on a qualifying Home Internet plan can receive a refund of qualified service charges via one-time bill credit if they choose to schedule cancellation of ********************* within the first 15 days of activation. A one-time bill credit will be applied to the account within two bill cycles to zero out any ********************* charges on the bill. If there is a credit balance on the account because a payment was made before the one-time bill credit was applied,the credit balance will be proactively paid out after 30 days via a prepaid MasterCard to the billing address on file.

********************* billing statement date April 13, 2023, reflected a balance of $95.00, which included new charges of $95.00 for the monthly service charges from April 14, 2023, to May 13, 2023. Payment for this balance was scheduled for processing on May 4, 2023, via AutoPay.

On April 18, 2023, *********************** spoke with our ************* team and elected to cancel the **** line of service, effective immediately. In addition, T-Mobile emailed a return label to ************************ for the return of their Sagemcom 5G **** Gateway device. Records further reflect that on May 4, 2023, the Sagemcom 5G **** Gateway device was returned to T-Mobiles warehouse.

************************ spoke with our ************* team on May 7, 2023, and requested to cancel the remaining line of service ending in ****, effective immediately. The billing statement dated May 13, 2023, reflected a balance of $27.99,which included a credit of $37.01, for the prorated monthly service charges from May 7, 2023, to May 13, 2023, accelerated *** cancellation charge of $65.00 for the Apple AirPods with Charging Case 2nd Generation accessory. Payment for this balance was scheduled for processing on June 4, 2023, via AutoPay.

On May 18, 2023, T-Mobile applied a credit of $30.82 for the pro-rated monthly service charge associated with T-Mobiles Test Drive T-Mobile Home Internet and Small Business Internet offer, updating the account to a credit balance of $2.83.

************************ spoke with our ************* team on May 22, 2023, and they requested a refund of $169.00 for the non-return fee for the Sagemcom 5G **** Gateway device. At that time, ************************ was apprised that they were not assessed or paid a non-return fee for the **** device.

We communicated with ************************ via email on May 23, 2023, and relayed the above-mentioned information. ********************* account remains cancelled and currently has a credit balance of $2.83. We regret any inconvenience to *************************

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

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

Very truly yours,

T-MOBILE USA, INC.

*******************************
Executive Response
Initial Complaint
Date:05/22/2023
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 sold me 3 new iPhones and 2 watches, we have been making payments on them along with the wireless service. About a month ago we realized that we were not getting text messages from android phones (unless they were on Tmobile) however, these other phones could receive our text messages but none of our 3 phones can receive them back. All phones make and receive calls from anyone but cannot receive text messages from Android. We have called Tmobile at least 10 times, spoken to at least 15 people, spent hours troubleshooting, escalated to supervisors, they escalated to engineers, and after at least 8 hours of our time we finally had promises of resolution, however, to date nothing has changed. They have numerous records of all these attempts. I use my phone for business as well, and this has cost me a lot of aggravation, stress, loss of business and money.
Business Response
Date: 05/31/2023

May 31, 2023

FILED ELECTRONICALLY

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

Re:***************************
Your File No. 20092405
T-Mobile Account No. *********

To Whom It May Concern:

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

********************** regrets to hear ********************* concerns regarding receiving text messages from Android handsets. Our records reflect *************************** agreed to and took advantage of our Equipment Installment Plan with the following purchases:

On November 13, 2021, an Apple iPhone 13 handset was purchased;
On June 10, 2022, two Apple Watch Series 7 were purchased;
On September 19, 2022, an Apple iPhone 14 *************** was purchased; and
On October 6, 2022, an Apple iPhone 14 *************** was purchased.

On April 29, 2023, *************************** initiated a transfer of their mobile numbers including the mobile numbers ending in ****, ****, and 0000. *************************** contacted ************* on May 8, 2023, and indicated they were not receiving text messages on the mobile numbers ending in ****, ****, and 0000. On May 11, 2023, the transfer of the mobile numbers was canceled. Based on the date of purchases outlined above, and the date *************************** began to experience issues with their text messages, T Mobile determined the two events are unrelated.

Through completing troubleshooting, T Mobile determined on May 24, 2023, *************************** was able to successfully receive text message from AT&T mobile numbers and was unable to receive text messages from ******* mobile numbers.

Our network engineers have confirmed that the third-party intercarrier platform, Syniverse, which allows the T Mobile network to transmit voice, SMS, and MMS with competitor networks, such as ******* and AT&T, indicates there is an open port request. However, T Mobile has confirmed there is no open port out request. Additionally, on May 29, 2023, our office confirmed with ******* they also show there is no open port in requests associated with ********************* mobile numbers. Thus, T Mobile engineers are working with peers at Syniverse to resolve the issue. Our office will remain in contact with *************************** until a full resolution is reached. 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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