ComplaintsforT-Mobile USA, Inc.
Cell Phone Supplies
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Complaint Details
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Initial Complaint
09/16/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
ON JULY 2, 2024 AT 4:21 PM I RETURNED TO THIS STORE A HOME INTERNET T-MOBILE GATEWAY. THE STORE CLAIMS I NEVER RETURNED IT AND IS CHARGING ME $224.10 FOR A NON-RETURNED ****. THE ATTACHED ***** SHOWS THE SERIAL NUMBER OF THE **** AND THE METADATA FOR THE ***** SHOWS THAT IT WAS TAKEN AT THE STORE LOCATION WHEN I RETURNED IT. T-MOBILE ALSO HAS A RECORD OF ME CANCELING THE SERVICES ON THE SAME DAY.Customer response
09/23/2024
This issue has been resolved.Initial Complaint
09/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Refusing to give a port out pin so I can transfer my phone number to another serviceCustomer response
09/23/2024
I resolved the issue by getting a new number from WOW! mobile at T-Mobile was cooperative and I am telling you now I was with Sprint for 19 years and happy til T-MobileInitial Complaint
09/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have my cell phone payments set up on autopay. I got a new debit card and forgot to change it on the tmobile site. I got a text stating my payment didnt go thru. I texted back and explained that I updated my new card onto my account and you can run my payment now. But they never did. Next I got online and talked to their customer service agent. I explained that I updated my new debit card onto my account. I asked the agent to run the payment. Apparently he never did. Now I have a text saying my account is past due and I will be charged extra for non payment. This nonpayment is ********. I asked you twice to run the payment and both times you refused. You want your money so badly but refuse to take it?! Run my card and put my account back on auto pay or this complaint will be taken further. I have given you permission multiple times to run my card for lasts months bill. Run the **** card if you want your money so **** bad! Dont threaten me when you cant understand simple instructions! Run my card!Business response
09/19/2024
September 19, 2024
FILED ELECTRONICALLY
Better Business Bureau
****************************
*****, ID *****
Re: File Number: 22290642
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 16, 2024, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, their concerns pertain to ******* and their attempts to update their payment method so a payment could be processed. T-Mobile investigated these concerns accordingly.
Please be advised, T-Mobile records confirm that AutoPay was removed from our customers account when their payment was rejected. As a result, the AutoPay discount was removed from the account. After review, ************* was contacted by our customer who advised of their new payment method and asked for ******* to be re-enrolled. Regrettably, a payment was not processed, and the account now reflects a past due balance.
Unfortunately, T-Mobile was unable to reach our customer regarding their concerns. However, we sent them an email on September 17, 2024, and September 19, 2024, advising how they can use our self-options online at ************************** to manually remit their payment and re-enroll into AutoPay. Additionally, we advised of adjustments made to their account. Furthermore, we provided them our contact information should they have any additional questions 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.
Very truly yours,
T-MOBILE USA, INC.
******* *********
Executive ResponseInitial Complaint
09/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Please I am having issues with the unlocking of my old Apple Iphone 7 plus from T Mobile. The phone is an Apple Iphone 7 plus with IMEI number *************** and Serial Number ************. I contacted *****, but they said I should go back to T Mobile for the unlock request. Unfortunately, my account is long expired and the customer care said the phone cannot be unlocked without me providing the pin to my account even after giving them my email account.Business response
09/26/2024
September 26, 2024
FILED ELECTRONICALLY
Better Business Bureau
****************************
*****, ID *****
Re: Your File Number: 22289614
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 16, 2024, regarding the account referenced in the above-mentioned file number.
After reviewing the correspondence from your office, T-Mobile is unable to locate an account using the information provided. On September 24, 2024, our office confirmed the handset was not linked to a T-Mobile account, however, we unlocked the handset in question. On September 25, 2024, the customer confirmed the handset was unlocked. Furthermore, we provided them our contact information should they have any additional questions 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.
Very truly yours,
T-MOBILE USA, INC.
****** Chavez
Executive ResponseCustomer response
09/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *******Initial Complaint
09/15/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Unauthorized charged and refused to refund moneyBusiness response
09/25/2024
September 25, 2024
FILED ELECTRONICALLY
Better Business Bureau
****************************
*****, ID *****
Re: File Number: 22288329
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 15, 2024, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to refund not being provided from the account.
After a thorough review T-Mobile confirmed that the account has been cancelled and upfront costs at the time of purchase have been refunded; however, a payment remitted for services has not been refunded. Our review found that the account had not met qualifications for a full refund as it has not been cancelled for more than 30 days. As such, the refund had not been approved and the funds remain applied to the account.
T-Mobile contacted the customer on September 18, 2024, and addressed their concerns. T-Mobile then agreed to issue a refund for the remitted payment for services. The customer can expect the refund to their original payment method in up to three business days. Additionally, we provided them our contact information should they have any additional questions regarding this matter. T-Mobile regrets any inconvenience this matter may have caused our customer.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
T-MOBILE USA, INC.
***** *****
Executive ResponseCustomer response
09/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ******Initial Complaint
09/15/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I am writing to express my profound disappointment and frustration regarding an ongoing issue with my new T-Mobile plan, specifically related to the trade-in promotion I signed up for. When I opened the account, I was promised two iPhone 15s for free and one iPhone 13 for free, contingent on the trade-in of my devices. However, I have only received two out of the three phones with promotion.I have contacted your customer service team five times over the past three months regarding this matter. Initially, your team acknowledged the problem and assured me it would be resolved. Despite these promises, no action has been taken to fix the issue. Most concerning is that during my last conversation, the representative denied that there was any problem at all, contradicting the previous acknowledgment of the ************ our earlier discussions, it was confirmed that the iPhone 13 line (ending in 1562) would receive $415 off with the trade-in of my iPhone XR, and the iPhone 15 line (ending in 9069) would receive $830 off with trade-in, both of which were manually promised to be applied. However, one of the iPhone 15s (ending in 5318) was stated to have received the correct promotion. This led to the revelation that my iPhone 15 in Green only received a $435 credit instead of the correct amount.I have followed up multiple times and been patient, yet there has been no satisfactory resolution, and now I am being told there is no issue at all. This level of service is simply unacceptable, and I am left feeling disillusioned and unheard as a customer.I expect an immediate review of this case, a swift resolution to ensure I receive the full benefits of the promotion, and compensation for the inconvenience caused by this delay. Please confirm receipt of this letter and provide a clear timeline for resolving this issue.I look forward to your prompt response and resolution of this matter.Business response
09/27/2024
September 27, 2024
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: File Number: 22287926
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated September 15, 2024,regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to a device promotion that was not applied to their account.
After a thorough review T-Mobile confirmed that two out of the three mobile lines are receiving promotions that qualify for a Recurring Device Credit (RDC). Further review shows that the third line qualified for the promotion to receive an RDC; however, the promotion was not enrolled properly on the EIP.
T-Mobile contacted the customer on September 27, 2024, and addressed their concerns regarding their promotion as well their account. Additionally, we provided them our contact information should they have any additional questions 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.
Very truly yours,
T-MOBILE ********
******** ********
Executive ResponseCustomer response
09/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Shiyin HeInitial Complaint
09/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 8/8/24 I requested a phone that I had purchased from T-Mobile a year ago to be unlocked.First, I was told this would take up to 24 hours Then I was told it would take up to 48 hours.Then I was told it would take up to 72 hours.Then I was told it would take up to 72 BUSINESS hours.Then I went round and round with Tech Support for 2 more weeks and was given and unlock code on 8/20/24.After another week of getting no where with Tech Support, I was sent a replacement phone on 8/28/24.Then, that phone could not be unlocked either.Then, Tech Support told me that I had to have my replacement phone active for ***** days before it could be *********** original phone was active for 6 months already and I had active cell service with T-Mobile at the time. I was originally told my phone was eligible for unlock immediately.This lack of unlocking is, as far as I know, illegal - have there not been class-action lawsuits won where cell phone providers don't unlock phones that are supposed to be unlockable??The total runaround that I've received has been aggravating and VERY time consuming.I presume I'm not the only consumer that T-Mobile is giving the runaround to ...Customer response
09/23/2024
Issue FINALLY resolved on 9/16/24.Initial Complaint
09/14/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I called T-Mobile to cancel my account. I was switching to a different provider with a lower price. I was advised that porting my number would cancel my account and verified this multiple times. In the following months I spoke to probably 6 different representatives, advising them that I ported one number and the other device was broken and one line didnt even have a device attached. I was then charged multiple months. With the assumption I was covering the device, I didnt reach out until I was charged again. I explained my situatuon, and was advised I only canceled one like (the main account number) since I ported only that number. I asked that just one charge (posted yesterday) be reversed as I had already called to cancel. The manager advised me I didnt use the right wording when I called to cancel. I asked if she could review the other calls as its very clear I wanted to cancel all lines and I was denied. Im very unhappy with this service as I was with T-Mobile for years and was told many times what valuable customer I was. Im completely being brushed off. This feels more like a training issue, not a customer issue and I would love some clarity.Business response
09/25/2024
September 25, 2024
FILED ELECTRONICALLY
Better Business Bureau
****************************
*****, ID *****
Re: File Number: 22286651
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence received on September 14, 2024, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to billing after they had ported their mobile number to another service provider.
After a thorough review T-Mobile confirmed that the account had three voice lines of service, on July 11, 2024, one voice line of service was cancelled by porting out to another carrier. Our review found the remaining two voice lines of service continued to bill accordingly with their selected rate plan.
T-Mobile contacted the customer on September 17, 2024, and addressed their concerns and confirmed their account is closed. Additionally, we provided them our contact information should they have any additional questions 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.
Very truly yours,
T-MOBILE USA, INC.
***** *****
Executive ResponseCustomer response
09/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** ******Initial Complaint
09/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am writing to express my deep frustration regarding an ongoing issue with my recent iPhone 15 purchase and the associated trade-in of my iPhone 13 Pro. I completed this transaction through the T-Mobile website in September 2024, which was supposed to include a promotion with a $400 one-time credit and $450 in 24-month credits. Unfortunately, my experience has been far from ***************** are the key details:1. Billing Discrepancy: My November bill showed only a $27 credit, with no sign of the promised $400 one-time credit. After contacting customer service, I was informed that my phone plan did not qualify for the promotion and was instead offered $29 per month for 24 months. I accepted this adjustment.2.Inconsistent Credits: Despite the agreement, I received only the $29 credit in December 2023, and the credits stopped after that. Subsequent calls to customer service revealed that the issue was not resolved, requiring me to call each month to request the credit. This process has been both time-consuming and frustrating.3.Repeated Escalations: I have spoken with multiple managers who assured me the issue would be resolved, yet the problem persists. Each call requires me to explain the situation from scratch, leading to long wait times and inconsistent information (e.g., claims that my phone plan does not qualify, my trade-in phone is lost, or that I did not reset my trade-in phone).4.Comparison to Alternatives: I could have traded in my old phone at the Apple Store for $650 in cash but chose T-Mobile based on the advertised promotion. The discrepancies between the advertised offer and my actual experience are disheartening.I am a T-Mobile customer for 12 years ad could not believe what happened to me. I hope this matter can be resolved swiftly and satisfactorily. I look forward to your prompt assistance.Business response
09/24/2024
September 24, 2024
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re: File Number: 22285126
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 14, 2024, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns pertain to a device promotion that was not applied to their account.
After a thorough review, T-Mobile confirmed that the account was initially enrolled in the appropriate device promotion from the order placed. However, due to unforeseen issues with the customer returning the trade-in device that was required to receive the promotion, the promotion was unenrolled from the account.
On September 17, 2024, T-Mobile contacted the customer to address and resolve their concerns. To amicably resolve the matter, T-Mobile applied a credit to the account for previously unapplied promotional credits. The customer agreed to the resolution and deemed the matter to be resolved to their satisfaction. Furthermore, we provided them our contact information should they have any additional questions 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.
Very truly yours,
T-MOBILE USA, INC.
******* *****
Executive ResponseCustomer response
09/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. T-mobile responded and solved the issue very quickly. Thank you so much
Sincerely,
Liya GuInitial Complaint
09/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I ordered iphone 15 128GB black using chat feature of T-Mobile app Order number: S142567299 Order date: 12/19/2023 I was promised that for the iphone trade, I am receiving $800 credit and i will pay $1.24/month for the iphone (image attached). But from last months I am being charged $30.84 /month. I have reached out to tmobile support multiple times and everytime they promised that it's corrected and you will see credit in next 2-3 months. But I still don't see promised trade-in credit in my account. This is false promise and I have attached screenshot of chats. I already paid $280 and $584.11 is showing pending in my Tmobile bill.Business response
09/24/2024
September 24, 2024
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re: File Number: 22285108
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 14, 2024, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining a device promotion that was not applied to their account.
After a thorough review T-Mobile confirmed that our customer upgraded their voice line ending an Apple iPhone 15 handset on December 19, 2023, using Equipment Installment Plan (EIP). At that time, our ************* team offered our customer the Smartphone Trade ******** promotion but applied the Apple Trade ******** promotion in error. Please be advised the account did not qualify for the Smartphone Trade ******** promotion.
To amicably resolve this matter, we applied a credit for the remaining EIP balance of the Apple iPhone 15 handset and applied a credit to the account for the months our customer did not receive the equipment promotion.
T-Mobile contacted the customer on September 19, 2024, and advised them of the above information. Furthermore, we provided them our contact information should they have any additional questions 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.
Very truly yours,
T-MOBILE USA, INC.
****** *******
Executive ResponseCustomer response
09/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *******
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Customer Complaints Summary
27,174 total complaints in the last 3 years.
10,247 complaints closed in the last 12 months.