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

27,531 total complaints in the last 3 years.
8,554 complaints closed in the last 12 months.

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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:12/28/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a prepaid phone plan from T-mobile and my phone work for most of the year. I stop working in December and work with the support team who could not figure what the problem is. I ask for a refund of my unused minutes costing $60.90 and they said they could not do that.
Business Response
Date: 01/09/2023

January 9, 2023

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: ****************************;
Your File No. 18648674
T-Mobile Prepaid No. XXX-XXX-****

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated December 28, 2022, regarding the above-referenced prepaid number.

T-Mobile regrets any concerns ******************** *** have experienced with his service and refund request and appreciates the opportunity to respond. Our records reflect that Mr. ********* prepaid number ending in **** was subscribed to our Legacy Pay as You Go rate plan.

In Mr. ********* letter to your office, he indicates he is not able to use the service with his handset. We regret any coverage issues ******************** has 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. T-Mobile is always working to improve its coverage. 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 ******************** provided to your office and based on the coverage map, confirms the address is in a good coverage area with no known issues.

Upon further review, our records reflect ******************** s handset is a 4G-compatible flip phone that is, however, no longer compatible with our network at his address. As such, although T-Mobile performed basic troubleshooting to assist ******************** with his concerns, his service experience did not improve.

Please be advised pursuant to the Terms and Conditions that were agreed upon at the time of activation,

Pre-paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.

Nevertheless, to amicably resolve Mr. ********* concerns, on January 9, 2023, our office processed a refund for the $60.90 credit balance on the account, via a prepaid refund card that will be delivered within seven to ten business days to the address provided to your office. At this time, Mr. ********* account remains active should he choose to port out his number to a different service provider. T-Mobile regrets any inconvenience to ********************, and we appreciate his feedback regarding his experience.

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

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

Very truly yours,

T-MOBILE USA, INC.

*************************;
Executive Response
Customer Answer
Date: 01/09/2023

Better Business Bureau:

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

Sincerely,

*******************************
Customer Answer
Date: 02/21/2023
Please reopen this case 47561010-473DE never received the check they promised to send. Call a couple of time and spoke to manager said they would get back to me never did.

Thx *******************************

Business Response
Date: 02/23/2023

February 23, 2023

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: ****************************;
Your Rebuttal File No. 18648674
T-Mobile Prepaid No. XXX-XXX-0253

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated February 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 Mr. ********* concerns within this letter.

T-Mobile regrets any additional concerns ******************** has regarding our previous response and appreciates the opportunity to address his concerns. As previously mentioned in our response to your office on January 9, 2023, our office processed a refund in the amount of $60.90 associated with the credit balance on the above referenced mobile number, via a prepaid refund card, that should have been delivered within seven to ten business days to the address provided by your office.

Unfortunately, T-Mobiles Executive Response Team is unable to track such prepaid refunds as they are issued by Onbe cards. Should ******************** wish to request a new issuance of the refund he may contact Onbe cards directly at ************** or via ********************************************************** for more information. ******************** may also reach me directly at the number listed below should he experience any issues with the process.  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: 02/28/2023

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. I have called the card issuer and ask to be resent.

Sincerely,

*******************************
Initial Complaint
Date:12/28/2022
Type:Sales and Advertising 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.
Me and my family switched to T-Mobile and got two new phones. After using the service for a couple of weeks all of us are suffering from outages and at work and home we are having to use WiFi in order to do basic activities on the phones. We called in on 12/23/22 and spoke to a representative about our issue they stated because the service is so bad for us if we pay $839.95 to pay off the phones and add ons of the account they would unlock our 2 phones within 24 hours and allow us to switch to a network that provides better coverage for us. We paid that amount that day and by 12/25/22 I called again, as the phones werent unlocked, another representative said they would expedite the issue and get the phones unlocked so we can move the service over to a new carrier. We called again on 12/27/22 because the phones still werent unlocked and they stated that although we meet all the other criteria to get the phones unlocked that we would have to stay with T-Mobile for 40 days before they would unlock the phones and allow us to change services. I believe this is predatory and they are keeping us locked in a service that is not working so they can continue to charge us monthly payments even though they said if we paid the $839.95 they would allow our phones to be unlocked and go somewhere that has working service. Now we are likely going to pay another $200 plus monthly bill for a service that doesnt work because they wont allow us to leave with the phones we paid off and own. Account number: *********.
Business Response
Date: 01/09/2023

January 9, 2023

FILED ELECTRONICALLY

Better Business Bureau
12639 **************., Ste. 200
*****, ** *****

Re: ***********************
Your File No. 18648319
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated December 28, 2022, 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 Ms. ******** concerns within this letter.

T-Mobile regrets any concerns ****************** has experienced regarding her Mobile ************* (***) request, and we appreciate the opportunity to respond. Please note, ****************** activated the above account on November 28, 2022, with four voice lines of service subscribed to our Essentials rate plan for $100.00 monthly plus taxes for the first two lines of service, and $15.00 monthly plus taxes for each additional line of service.

In addition to the monthly recurring charges, the above account has an active Equipment Installment Plan (***) for an Apple iPhone 14 handset. This handset was purchased on November 28, 2022, for the line of service ending in ****. 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.

T-Mobile is always working to improve its coverage, and we regret any service issues ****************** may have experienced. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on Ms. ******** account, and based on the coverage map, confirms her account address is in a good coverage area with no known issues.

Please note we have no record of ****************** contacting us with concerns regarding her coverage prior to January 3, 2023, which was the date she cancelled the phone line ending in ****. It is important that if customers experience any difficulties with the service, that they provide Team of Experts (TEX) details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments.

On November 28, 2022, ****************** cancelled her lines of service ending in ****, ****, and ****, when she ported them to another service provider. The line of service ending in **** was not ported out, and remains active as of the date of this letter. Additionally, on December 23, 2022, T-Mobile activated a line of service ending in ****, subscribed to our ********** Plan rate plan at no monthly cost. This will allow ****************** to continue paying tor the above handset ***, and the balance will not be accelerated.

MDUs are available for those devices that meet our eligibility requirements, which are available at ****************************************************************************************************; On December 25, 2022, ****************** contacted our Team of Experts (TEX) to request an *** for two Apple iPhone 14 handsets and an Apple iPhone 11 handset. Regrettably, T-Mobile was unable to provide the *** as the devices did not meet our usage requirements.

To resolve this matter, on December 27, 2022, to request an *** once again. T-Mobile completed an *** for the **** ending in **** for the line ending in ****. On December 30. 2022, T-Mobile completed an *** for the **** ending in **** and for the **** ending in 3970. ****************** will need to complete the steps at **************************************** on her handsets to complete the ***. 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

Customer Answer
Date: 01/09/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. The response stated that we never brought up service issues prior to January 3rd which is not correct. When we spoke to the original representative on December 23rd this issue was brought up which is why he promised if we paid everything then he would get the phones unlocked so we could go somewhere else for better service. Im not sure why this wasnt documented but the issue was spoken about since we first raised the issue. Although all the information is not correct in the response, I spoke with a representative that escalated the issue and approved the unlocking of the phones as promised. We still have to be responsible for the bill at T-Mobile for service we were forced into keeping, however, we switched to another carrier and finally have good service which is the most important thing to me and my family. Therefore, we no longer wish to pursue anything more with T-Mobile at this time and will pay the extra money to just be done with the issues.

Sincerely,

***********************
Initial Complaint
Date:12/28/2022
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.
Extremely Long story condensed. Im fairly new to T-Mobile business and ready to run and already regretting being apart. 3 weeks ago I placed an order online (I did not finish and press submit but thats another story) anyhow order was placed I immediately called to cancel the order, I went into the store after hours, they say the order is cancelled no worries long story short its been 3 weeks + my order still is NOT cancelled and they have yet to issue my device credit back to my account. Ive spoken (and its documented) to several CS reps who spent 1-3 hrs on the line each with me and then directed me to a store with guarantees that my device credited will be available, just to get to the store and its ZERO. Yesterday literally was my 3rd time going into a store at their word. They were getting approval to double my credit limit so that I could use the device credit, because no one and I mean NO one knows why they system has not placed my device credit back on the account. *** missed the holiday, missed out on devices I wanted in store b/c they simply couldnt hold them for me anymore. The entire store knows me and they try to help, but its only so much they can do. I literally have the store manager and assistant managers cell phone numbers. This is my last draw! Here is a number on the account ************
Business Response
Date: 01/09/2023

January 9, 2023

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: ***********************
T-Mobile Account Holder: 360 Spin ***** LLC
Your File No. 18648273
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated December 28, 2022, regarding the above-referenced account. Please be advised, the account holder of record is 360 Spin ***** LLC, and *************************** has been designated as an authorized user of the account.

********************** regrets any concerns ************** experienced regarding the above-referenced account, and we appreciate the opportunity to respond. The above account was activated on December 2, 2022, at a T-Mobile retail location with four lines of service. The line of service ending in **** subscribed to our Business Unlimited Ultimate rate plan at $90.00 monthly plus applicable taxes for the first line of service, while the remaining lines of service ending in ****, ****, and **** are subscribed to our Business Unlimited Talk, Text and Data Classic add-on rate plan at $10.00 monthly plus taxes for each line of service.

In addition to the monthly recurring charges, our Equipment Installment Plan (***) was used on December 2, 2022, for the purchase of three Apple iPhone 13 Pro handsets for the lines of service ending in ****, ****, and ****. A down payment was not required, and the *** balance is paid via ************************** the amount of $37.50 per handset, for a total of $112.50 in addition to the monthly recurring charges. *** is a payment option that allows eligible customers to purchase handsets by remitting a down payment at the time of purchase, if required, and agreeing to pay the remaining balance in 24 monthly installments. The *** associated with the line of service ending in **** is enrolled in our 2022 Apple Buy 2 P5 promotional offer, where eligible customers could get up to$700.00 off an Apple iPhone 13 or 14 handset via monthly Recurring Device Credits (RDCs) when they purchased two via *** and activated a new voice line of service. As such, the *** received a monthly RDC of $29.17.

Please note, if a customer has an open *** and the account is canceled, any promotional offers are removed and future RDCs forfeited, and 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.

However, on December 2, 2022, our **************** team contacted ************** and requested she provide a contact cover sheet, valid photo identification, current tax documentation, proof of employment or ownership of the business named on the account, and proof of business credit, to resolve a discrepancy with the above account. At that time, the account was suspended, pending receipt of the requested information. Regrettably, the requested documentation was not received in full, and as such, on December 9, 2022, the above account was cancelled. As there was an open *** at the time of cancellation, the above promotional offer was removed, and the remaining *** balance was accelerated to the final billing statement.

On December 15, 2022, the requested documentation was received by our **************** team, and as a result, the above account was resumed. The above **** were also resumed, along with the applicable promotional offer. On December 18, 2022, for a credit in the amount of $2,699.97 was applied to the account to reverse the accelerated *** charges for the above handsets. On December 18, 2022, an order was placed for two Apple iPhone 13 *********************** A down payment was not required, and the handsets were to be paid via 24 monthly installments of $41.67 per handset. However, due to an inadvertent error, the order placed on December 18, 2022, was not processed. On December 30, 2022, an order was placed for an Apple Watch Ultra. A down payment in the amount of $499.94 was required, and the device balance was to be paid via ************************** the amount of $12.51. However, due to an inadvertent error, the order placed on December 30, 2022, was not processed. As T-Mobile does not charge for an order until it is shipped, no payment was remitted for the above down payment.

Upon speaking with ************** on January 3, 2023, we confirmed the above order placed on December 2, 2022, was received. Regrettably, we are unable to proceed with another order due to the above incomplete orders. T-Mobile requests ************** contact our office with the details of the above orders that were not completed so we can further investigate and provide an amicable resolution. 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: 01/09/2023

Complaint: 18648273

I am rejecting this response because: I personally spoke with the rep that called and she assured me the Credit which was never used was available. I had $5,0000 in device credits I used $2700 I should have had a balance, instead it keeps showing zero. I went over this numerous of times prior too and with this rep she assured me my availability to purchase was at $5,000.00 I said okay thanks, contacted my manager at my local store and no! (I have attached a copy of the screenshot) I decided to wait a week, but this is the 3rd ask and its still not applied. So at this point who can help? I thought for sure this call would end all this trouble. I am a customer, and the treatment and frustration has been bad to say the least. Ive missed Christmas bonus gifts I was handing out to employees behind this. Its not that hard to understand and Im confident you guys are understanding, its just you really dont know what to do to fix it, but in the interim I have been suffering. So again, all I have is the original 3 devices 3 pro *** 13.
I have never received any other order. they have requested for temporary credit line increase multiple times just so I can order but to no avail, my ** should be $5,0000

Please check the ** should be $2300-$5,000 if its still showing $0.00 on the screen its not fixed and I am unable to
continue to purchase the devices as needed, and recommended.
you can reach me at *************)
Sincerely,

***********************
Business Response
Date: 01/20/2023

January 20, 2023

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

            Re:***********************
T-Mobile Account Holder: *********************** 360 Spin ***** LLC
Your File No. 18648273
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated December 28, 2022,regarding the above-referenced account.

T-Mobile regrets any concerns ************** has regarding the account and appreciates the opportunity to respond. Our office spoke with ************** on January 18, 2023, T-Mobile confirmed the order for the two Apple iPhone 13 Pro *** devices and the Apple Watch Ultra 49mm have been impacted and reflect as pending orders on the account due to an inadvertent system error, we regret any inconvenience this has caused ************** and we appreciate her feedback. As a result of the orders pending on the account, the Equipment Credit Line (ECL) has not been reset to allow the account to purchase equipment on our Equipment Installment Plan (EIP).

T-Mobile is working diligently with our teams to resolve this matter for ************** and we will continue to stay in contact with her until this matter is resolved. T-Mobile regrets any inconvenience to ************** and we appreciate her understanding.

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:12/28/2022
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.
September 17, 2022 19:00-20:50: I contacted t-mobile regarding a promotion for 50% off an iPhone with eligible trade in. I spoke with a representative, ****, about the details of it and whether for not my phone would qualify. Providing the information to the rep that I have an iPhone SE, he told me that I would still qualify for the promotion and that the trade in amount would be a separate promotion, that as long as trade in a phone I would still get 50% off the new iPhone 14. I triple checked with him regarding the facts about getting the 50% off and made sure that it the credit would reflect that on my bill, he told me yes. He added the fact that I was a valuable customer because I been with them for over 7 years, he would apply the promotion for me regardless. He said it would take two billing cycles for it to take effect. I also expressed my concerns to him what if it didnt apply, he said to call back and they can do a manual adjustment. Before I sign the contract, I asked him about the details of it and he told me not to worry about it, that it will not reflect the actual credit that will be applied after, that its just for processing. I was told to pay the 200 first then ***** for each month for 24 months. I trusted his words and signed. For the first two billing cycles, I was worried so I called multiple times, each time different rep said different things. Two said they will investigate and honor while 2 others said it was an misinformation provided to me, that they can issue a one time billing cycle credit to my account but thats the most they can do. The initial rep and two others following said I could call back and they will honor it. Right now, I felt like I was lied into buying a product that was not a necessity at the time. When they say they cannot honor it the last time I called, I wanted to return the phone but I no longer have my previous phone and was told I passed the deadline.
Business Response
Date: 01/09/2023
January 9,2023

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

            Re:     *****************
                        Your File No. 18648230
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated December 28, 2022,regarding the above-referenced account.

T-Mobile regrets any concerns ************ may have with regards to her Apple iPhone promotion and appreciates the opportunity to respond. T-Mobile records indicate on September 20, 2022, ************ qualified for and took advantage of our Equipment Installment Plan (***) with the purchase of an Apple iPhone 14 Pro 512GB handset in Deep Purple. ************ was required to remit a down payment of $199.99 plus applicable taxes and agreed to a series of 24 monthly installments of $45.84.

As of the time of ************** purchase of a new handset for use on the mobile number ending in **** T-Mobile provided a 20-days return period which allowed ************ to use the equipment to see if it met her 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.

From September 9,2022, to October 6, 2022, T-Mobile offered up to $500.00 off a qualifying device for the 2022 Apple Trade P30 promotion. This offer was available for new and existing customers, such as ************, who traded-in a qualifying fully owned ********************** One Plus or ** phone from any carrier with the device purchased on *** with attached trade-in, and subscription to one of our qualifying rate plans. These requirements must be met throughout the term of the ***.

At the time of purchase ************ traded in an Apple iPhone SE 2 64GB handset in with IMEI number ending in **** at which point she was offered a Fair Market Trade-in Value (****) of $75.00. Upon review the **** $75.00 was applied directly towards the aforementioned agreed upon ***. Please note ************** Apple iPhone SE 2 64GB qualified for a total value of $200.00 off of the handset between he **** and monthly recurring device credits.

Upon review T-Mobile confirmed on September 21, 2022, ************ was enrolled in the 2022 Apple Trade P30 promotion and began receiving monthly recurring device credits of $5.21 for a total of $125.00 over 24 months.

On January 6,2023, as a courtesy to ************, T-Mobile issued a one-time credit of $300.00 directly towards the *** for the Apple iPhone 14 Pro 512GB handset leaving a remaining balance of $616.64 which will continue to be billed at $45.84 per month until the balance is satisfied.

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 TEX. 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:12/27/2022
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.
Purchased a I Phone 12 Pro *** and the updates stopped working so the phone no longer recieved text. For one afterrnoon we switched the *** card to one of our older phones to ensure our son could reach us in case of an emergency. Now T-Mobile refuses to honor the agreement to replace the I Phone 12 pro **** This beyond deceptive treatment to loyal customers. We are very disappointed and as a result we will be shopping around for a carrier that honors the warranty agreement.
Business Response
Date: 01/09/2023

January 9, 2023

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: ************************;
T-Mobile Account Holder: *************************
Your File No. 18648087
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated December 27, 2022, regarding the above-referenced account. Please be advised T-Mobile records indicate the account holder of record is *************************, and he has designated ************************* as an authorized user of the account. We have made attempts to contact ****************, which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. ******* concerns within this letter.

T-Mobile regrets hearing of Ms.******* concerns with her handset, and we appreciate the opportunity to respond. Upon review, we confirmed Ms. ******* concerns are with an Apple iPhone 12 *************** purchased on December 13, 2020, under the mobile number ending in ****. By purchasing T-Mobile equipment, customers receive a one-year Limited Warranty provided by the manufacturer of their device. Upon review of the account, we confirmed Ms. ******* line ending n **** subscribes to the optional Protection 360 feature provided by Assurant. Protection 360 customers, like ****************, are eligible to receive a replacement of their device in the event of accidental damage (physical or liquid) when no longer covered by the one-year limited warranty, as well as loss or theft. Customers are required to remit payment for a pre-determined deductible set by Assurant, directly to Assurant, which varies based on the make and model of each device, to receive a replacement device. It should be noted that replacement devices are not guaranteed to be new. Please note that Assurant and T-Mobile are separate companies, each with separate policies. Additional information regarding the Protection 360 benefits and guidelines is available at ***********************.

T-Mobile records indicate on August 16, 2022, **************** contacted our TEX via the online chat portal to discuss her Apple iPhone 12 Pro *** associated with the line ending in **** not being able to receive SMS. As **************** did not have the handset with her at the time, *** advised her to contact us again once the device was available to troubleshoot. **************** also inquired about warranty and handset insurance. TEX advised **************** the device is subscribed to the Protection 360 feature and if the handset presented any physical damage, she would need to file a claim through Assurant.

T-Mobile records reflect on December 19, 2022, **************** contacted our TEX via the online chat portal to discuss options regarding replacing the Apple iPhone 12 Pro ***. While discussing this matter with ****************, he confirmed the handset was cracked. *** advised **************** that physical damage was not covered under the warranty, and to replace the handset, he would need to file a damaged claim with Assurant and pay the applicable deductible. TEX then sent **************** an SMS with Assurants contact information so that he may file a claim.

On December 27, 2022, **************** followed up with *** and advised that his claim with Assurant was denied due to the handset not being covered on the date provided when filing the claim. Upon review, TEX confirmed the Apple iPhone 12 Pro *** has not been active since September 30, 2022, and currently, a ******* Galaxy S20 Ultra is in use under the line ending in ****. It should be noted that Protection 360 is attached to the mobile number. Moving a SIM card to another device will change the coverage to the active device. As such, since a ******* Galaxy S20 Ultra handset started to be used to replace the damaged handset, the Protection 360 coverage was transferred to the ******* Galaxy S20 Ultra handset. We regret any misunderstanding.

T-Mobile records show two new claims were filed with Assurant on December 29, 2022. However, there has been no update if either claim was approved or denied. As mentioned above, Assurant is a third-party service partner and operates as a separate entity. As such, T-Mobile does not have access to Assurants records. Should Mr. and/or **************** have any questions regarding their new claims status and Assurant and their Terms and Conditions of Service, they may contact Assurant directly. T-Mobile regrets any inconvenience.

Based upon the above, we respectfully request that this matter 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: 01/10/2023

Complaint: 18648087

I am rejecting this response because:
I contacted Assurant on 1/10, and they continued to reject my claim on deceptive reasoning because we switched the *** card. Additionally I'm very confused as to why T-Mobile would continue to take a monthly insurance fee for a device that no one will cover.

Sincerely,

*************************
Initial Complaint
Date:12/27/2022
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.
I signed up for cellular phone service with T-Mobile and after 1 week decided to go back to my old carrier. The main reason was that the coverage was not as good as I had hoped. I called and canceled my service after the 1 week but was billed for a full month service. Upon receiving the invoice I called them and they agreed that I should not have to pay for a full month and would correct it. The next month I received the same bill again and called again. They said they would write off the entire invoice but for the last two months I have received the same invoice for the same amount two more times. I do not feel that I should have to pay for a full month service when I only had it for 7 days. They keep saying they will fix it but again today I received the same invoice for $65.92. The last time I spoke with them I told them that if they did not fix the problem that I was going to file a complaint with BBB...obviously they don't really care.
Business Response
Date: 01/09/2023
January 9, 2023

FILED ELECTRONICALLY

Better Business Bureau
12639 **************., Ste.200
*****, ** *****

            Re:     *********************
                        Your File No. 18648075
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated December 27, 2022,regarding the above-referenced account.

T-Mobile regrets any concerns **************** may have regarding his balance, and we appreciate the opportunity to respond. Our records indicate on September 19, 2022, **************** activated his account and ported in two voice lines ending in 2020 and **** which were subscribed to our T-Mobile Essentials 55+ 2 lines taxes excluded plan for $55.00 per month plus tax while enrolled AutoPay.

T-Mobile records confirm *************** canceled his account on September 23, 2022, when he ported his mobile numbers to another service provider. Mr.******* 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 October 16, 2022.

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 Mr. ******* recent contact with our Team of Experts (TEX).

**************** final billing statement dated October 17, 2022, in the amount of $65.92 reflects a past due balance in the amount of $65.92, for his monthly recurring charges from the September billing statement.

On January 2, 2023, to come to an amicable resolution, T-Mobile placed a one-time credit of $65.92,updating his balance to zero. T-Mobile regrets any inconvenience to **************** and appreciates the opportunity to address.

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:12/27/2022
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 bought a phone at the warrenton store. I was charged a $35 x2 for $70. I called the tmobile experts and requested a $70 refund since it was for an activation fee and she granted it. I told her the phone would be returned without it. She did not follow through as my credit card was not credited. In Dec , I requested and received the $70 credit again on 12/18 refund ID # ***********. Since then I have received numerous past due calls and text messages. The plan was suppose to be on an automatic payment plan of $90 to be made on the 15th of the month. On 12/ 15 I received a text alert at 5 AM. I requested not to be notified every month as it is automatic. She stated she couldn't stop the notification and to turn my phone off or down. Since then I have had nothing but a problem and my bill is now $177 . No credit has occurred even though their 5 -7 day period has been completed. No one can explain the $177 . I asked for the corporate office and the experts can not tell me any information. How does a global company have no corporate office, email address, or phone number? Can you help me out please? The store says they will not take the phones back since the 14 day period is over (******) . She says the store can't help me even though a bought the phones there. If the 12/15 was made of $90 - 70 equals $20. Next payment should be 1 /15 of $90. Can you please see if you have a contact for T Mobile in the accounting/ billing ***** Thank you. Is this a legit company? I have call the experts 7 times.
Business Response
Date: 02/01/2023

February 1, 2023

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: *****************
Your File No. 18647880
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated December 27, 2022, regarding the above-referenced account. T-Mobile is pleased to report to your office that upon speaking with **********, we were able to resolve her concerns to her satisfaction.

T-Mobile regrets any concerns ********** experienced regarding her T-Mobile account. On October 24, 2022, T-Mobile records reflect ********** activated her T-Mobile account at a T-Mobile retail store with mobile number endings in **** and **** which subscribe to T-Mobiles Magenta *** 55+ rate plan with a base rate of $100.00 per month with taxes and fees included. At activation, ********** was charged two Device Connection Charges of $35.00 per line of service that she activated. ********** also enrolled in T-Mobiles **************** a free service that automatically deducts monthly billing statement balances from a designated payment method up to two days before the billing statement due date. With AutoPay and having a qualifying rate plan, ********** receives a discount of $5.00 per voice line so long as she maintains enrollment in the free service. When subscribing to T-Mobile service, ************ primary mobile number ending in **** was designated as the Primary Account Holder, wherein that number would receive notifications about the account status, changes, and billing statement availability.

At activation, ********** also purchased two ******* Galaxy S22 5G devices on T-Mobiles Equipment Installment Plan (EIP) Program wherein she remitted payment of the taxes on the full retail price and agreed to 24 monthly installments of $66.68. With the device purchases, ********** was enrolled in T-Mobiles 2022 ******* Activate P13 offer wherein customer who purchased the ******* Galaxy S22 on EIP and activate a new voice line on a qualifying Magenta *** rate plan would receive it for free via Recurring Device Credits. As such, ********** receives RDCs of $33.34 per device so long as the account remains active and on a qualifying rate plan. T-Mobile provided a 14-day return period which allowed ********** to use the equipment to see if it meets her 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. If the account becomes cancelled outside of the return period, any EIP balance remaining as owed will accelerate towards the final billing statement that generates in association with the account.

The first billing statement dated October 25, 2022, reflects a total balance owed of $90.00 consisting of monthly access charges from October 25, 2022, through November 24, 2022. The payment was scheduled via AutoPay on November 15, 2022.

On October 26, 2022, T-Mobile records reflect ********** contacted ************* regarding concerns associated with the Device Connection Charges associated with the activation of the account. Although the fees were valid at the point of sale, ************* issued an account credit of $35.00 as a gesture of goodwill, reducing her balance in that amount, revising the account balance to be $55.00 to be deducted via AutoPay. On October 27, 2022, ********** contacted ************* regarding account notifications being sent to her number without her request. ********** was advised that notifications are required to be sent for specific account changes and cannot be disabled.

The billing statement dated November 25, 2022, reflects a total balance owed of $90.00 consisting of monthly access charges from November 25, 2022, through December 24, 2022. The payment was scheduled via AutoPay on December 15, 2022.

On December 18, 2022, T-Mobile records reflect ********** contacted ************* and requested a refund of $70.00. The request was submitted and approved; however, the refund made the balance of $70.00 become immediately due.

The billing statement dated December 25, 2022, reflects a total balance owed of $177.00 consisting of the past due balance owed of $70.00 because of the refund that was given to **********, as well as current charges of $107.00 consisting of monthly access charges without the AutoPay discount from December 25, 2022, through January 24, 2023, and a late fee of $7.00 due to the past due balance associated with Novembers billing statement.

On December 28, 2022, T-Mobile records reflect that due to the balance reflecting as past due, ************ account was suspended for non-payment. ********** contacted ************* requesting why the balance was owed and was explained that it was due to the refund request submitted. ********** reported that it was a refund she was requesting for the Device Connection Charges, and ************* clarified that a credit was already applied which resulted in the payment of $55.00 being withdrawn from AutoPay in November. T-Mobile issued an account credit of $17.00, and ********** remitted payment of the $70.00 during her interaction with *************. The revised balance of $90.00 was scheduled via AutoPay on January 15, 2023.

The billing statement dated January 25, 2023, reflects a total balance owed of $90.00 consisting of monthly access charges from January 25, 2023, through February 24, 2023. The payment is scheduled via AutoPay on February 15, 2023.

On January 26, 2023, T-Mobile contacted **********, and discussed her experiences. T-Mobile appreciated her feedback over her interactions and will use them to help enhance experiences between T-Mobile and our customers going forward. T-Mobile issued an account credit of $50.00, leaving ************ account active with a remaining balance owed of $40.00 which is scheduled via AutoPay on February 15, 2023. Pursuant to our conversation, ********** considers the matter resolved, and has no further concerns. T-Mobile regrets any inconvenience to **********, and we appreciate the opportunity to resolve 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:12/27/2022
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 was called asking if I would like to try their T-Mobile hotspot home internet. I was told if it didnt work in my home I had. 20 days to return it. Which I did. I was charged 12 to have the item shipped and was promised the monthly fee would not come out auto with draw if the unit was returned before the 20 days. I called and said I needed to return it they emailed me the label and the ***** auto payment DID come out of my account. I have called 4 times and spent hours on the phone while I was at work! They dont understand what Im talking about because they are not American or say its been issued and each time its a different time frame. They refuse to credit my account. I would like my $***** returned because I didnt use the service and was told I had 20 days
Business Response
Date: 01/09/2023

January 9, 2023

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: *****************
Your File No. 18647418
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated December 27, 2022, regarding the above-referenced account.

T-Mobile regrets any concerns ************** *** have experienced regarding the above-referenced account, and we appreciate the opportunity to respond. ************** activated the above account on November 14, 2022, with one Mobile Internet line of service ending in **** subscribed to our 100GB Mobile Internet 5G rate plan for $55.00 monthly. Please note, **************** account was enrolled in AutoPay, which automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. Additionally, accounts enrolled in AutoPay receive a monthly discount in the amount of $5.00 per line of service.

At the time of activation, ************** used our Equipment Installment Plan (***) to purchase a 5G Hotspot at the full cost of $198.00. ************** was not required to remit a down payment; however, she was required to remit a payment in the amount of $13.32 for the taxes on the full cost of the device, and she agreed to 24 monthly installments of $8.25. **************** purchase qualified for and was receiving our 2022 Connected Device P7 promotional offer, which provided a monthly Recurring Device Credit (RDC) of $4.13 towards the above ***.

Please note, if a customer has an open *** and the account is canceled, any promotional offers are removed and future RDCs forfeited, and 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.

Included with **************** purchase was a return period of 20 days from the date of delivery, which allowed her to use the equipment to see if it meets met needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable equipment financing agreement entered at the time of the original purchase. Please note, customers are responsible for any usage incurred within the return period.

We regret any coverage issues ************** had 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.

On November 28, 2022, ************** visited a T-Mobile retail location, and attempted to return the device to the store. ************** was provided a prepaid return label, and the device was shipped on November 29, 2022. T-Mobile confirmed the package was delivered on December 5, 2022. However, due to an inadvertent error, the above account remained active. A payment in the amount of $50.00 was remitted via AutoPay on December 5, 2022, for the balance owed at that time. On December 5, 2022, ************** contacted our Team of Experts (TEX) and removed AutoPay from the account.

As the account remained active, the billing statement dated December 15, 2022, reflected a balance owed amount of $55.00 for monthly recurring charges, with payment due January 7, 2022. On December 9, 2022, ************** contacted TEX and a refund was requested for the taxes paid at the time of purchase. On December 10, 2022, a refund was issued for the taxes paid at the time of purchase, and ************** should have received it within three business days. On December 20, 2022, ************** contacted TEX and requested a refund for the payment originally remitted on December 5, 2022; however, this refund was declined, as it did not meet T-Mobiles policy for refunds.

To resolve this matter, on January 6, 2022, T-Mobile issued a credit to the above account in the amount of $55.00 for the balance owed at that time, reducing the balance to zero. Additionally, T-Mobile issued a refund to ************** in the amount of $50.00 for the payment remitted on December 5, 2022. This refund was issued to the original payment method, and she should receive it within three business days. Finally, T-Mobile cancelled the above account at **************** request, and we will monitor the account to ensure it remains closed with a zero balance. 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:12/27/2022
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.
It has an issue with the way Tmobile conducts business. Its been 3 years and yet to get any resolution. They promise that you will have zero down payment on phones after 12 months of service. Also says that their service is the best and all I get is dropped called lag on data service. When I ask to speak to someone they advise me to go to another Service provider as they offer the zero down payment on new devices. Thats not the way to conduct business. When I ask for loyalty department they say that they cant or dont have that department and cant help me.
Business Response
Date: 01/09/2023
January 9, 2023

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

            Re:     ***************************
                        Your File No. 18647153
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated December 27, 2022,regarding the above-referenced account.

T-Mobile regrets any concerns ****************** *** have experienced regarding the referenced account, and we appreciate the opportunity to respond. T-Mobile records reflect the account was established on May 10, 2020, and is subscribed to our Magenta rate plan, consisting of unlimited talk, text, and data. Although ****************** indicated that T-Mobile had promised after a period of 12 months, he would be a well-qualified buyer and not required to remit a down payment with the Equipment Installment Plan (***) or JUMP!On Demand (JOD) equipment options, we have no record of this promise.

Some customers *** benefit from a program called Smartphone Equality whereby customers who were previously not eligible for well-qualified equipment pricing can qualify for the best pricing available if the account has been active for 36 consecutive months and they pay their bill on time for their current account for 12 consecutive months. For a payment to be considered on-time, the payment must post to the applicable account within 48 hours of the original due date. Payments posted after the 48-hour window will reset the monthly counter. Please note well qualified pricing is not the same as being eligible for a zero-down payment as some equipment does not have a zero-down payment option available. However, customers who are eligible will receive the well qualified offer, whatever that *** be for other similarly situated customers.

Please note, this program is available to Postpaid, Pay in Advance, Simply Prepaid and Simple Choice no credit check customers.Although other account types are qualified for this promotion, only postpaid accounts are eligible to use the Equipment Installment Plan (***) or JUMP! On Demand (JOD) to obtain equipment. As such, account holders who have an account type other than postpaid, who have met the 12-month payment history requirement and who want to take advantage of the *** or JOD program to obtain new equipment will need to convert their account to a postpaid account by visiting a retail location or contacting our ************** Finally, it is important to note, the Smartphone Equality program is currently available to qualified customers and *** change or be discontinued at any time.

T-Mobile records reflect, between December 21, 2022, and December 28, 2022, ****************** contacted our ************* on two separate occasions regarding eligibility for our Smartphone Equality program. Our ************* informed ****************** he did not qualify for the program as his account had not been active for a period of three years, nor has the account had 12 consecutive on-time payments.

With respect to Mr. ******** intermittent dropped call and data speed concerns, technical issues, coverage, quality of wireless services, and data speeds *** be affected by conditions beyond our control. Inherent to wireless service, wireless signal *** be affected by a variety of environmental factors, obstructions between the operating device and the serving tower, and the operation of the device,itself. As such, consistent to the terms of service to which ****************** agreed, T-Mobile has not advertised, promised, or otherwise guaranteed seamless coverage, or coverage at a particular time and/or location. However, T-Mobile offers detailed coverage maps at www.T-Mobile.com which predicts and approximates our wireless coverage area outdoors. It is important to note the coverage information presented does not guarantee service availability, as it which *** vary from location to location and *** change without notice. In addition, T-Mobile offers a Return Policy with each new handset purchase, which provides customers with an opportunity to test the service and facilitate a return of all equipment in good condition within 14-days of purchase, in the event that our network does not meet their needs.

Our research revealed that Mr. ******** address on file is within excellent coverage with no Service Alerts reported. Further investigation revealed the T-Mobile network at this location is operating within normal parameters and as designed. The most recent time ****************** contacted our ************* concerning the described issues was on August 17, 2022.

T-Mobile reviewed the billing statements from October 11,2022, to December 11, 2022, and over the course of those three months, ***************** used an average of ***** minutes with calls as long as 40 minutes, sent and received multiple text messages, and used an average of ****** gigabytes of data. As such, it is T-Mobiles position that ****************** is successfully using the service, and we consider the charges to be valid.

If ****************** continues to experience any difficulties with the service, we request that he provide to ************* details of the problem, including the date and time and the area(s) in which it occurred,including the major cross streets. Please note this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments.

T-Mobile values ****************** as our customer and regrets his continued dissatisfaction with our responses, as he described. With our initiative to provide best-in-class pricing to all of our customers, T-Mobile currently does not operate a ******************* Mr. ******** decision to maintain service with us on a month-to-month basis without a service contract is a testament to the value that T-Mobile provides. We must respectfully decline Mr.******** request for price reductions, account credits, compensation, and alterations to our product and service offerings.

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:12/27/2022
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.
after being a customer for 17 years i was 12 days behind on my bill and they shut my phone off. so i called in while driving to work and talked to a tmobile employee told him i can pay the bill in 3 days when i get paid. Remind you this is right after XMAS. The employee tried to strong arm me into giving him a credit card number over the phone to set up a payment arrangement. im driving so i refused, i then said i need to speak to your supervisor. He put me on hold came back after a few minutes and said a supervisor will call me in a couple minutes. We all know that is false well a couplke minutes turned into a couple hours. Phone is in my glove box im inside work. I get off work and see that mysteriosly a $100 dollar payment was posted to my account. I never made that payment never authorized it either, But wait it gets even better cause a tmobile employee committed more then one fraud. so i get home and call Tmobile and speak with a supervisor to complain that i never authorized and form of payment. she gladly reversed the payment and i asked what card on my account did they use. to find out the payment method that was used was a checking account. I nearly lost it cause how the h*** did this employee get that info. the lady on the phone gave me the last 4 numbers i checked my checking account number and it wasnt even mine!so after trying to strong arm me into giving him a credit card number he decided to commit fraud and issue a payment into my account for $100 and commit another Fraud and either use someone else's checking account or just made one up. Either way this person needs to be fired and legally pursued!
Business Response
Date: 01/09/2023

January 9, 2023

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

            Re:     ***************************
                        Your File No. 18646831
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated December 27, 2022,regarding the above-referenced account.

T-Mobile records indicate ******************** activated service on April 25, 2006, with Sprint. On April 1, 2020, Sprint and T-Mobile merged companies to create the New T-Mobile and we have been working to combine both operations into T-Mobile. ******************** currently has one active phone line ending in 5157.

T-Mobile records indicate on September 20, 2022, ******************** qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of an Apple iPhone 14 Pro device. ******************** was not required to remit a down payment and agreed to a series of ************************** the amount of $41.67.

The billing statement dated November 23, 2022, reflected a total balance owed in the amount of $118.67, payment was due by December 15, 2022. The balance consisted of monthly service charges, optional feature charges for Scam Shield Premium, and the monthly EIP charge.   On December 5,2022, ********************** Sprint account was merged successfully with T-Mobile.

The billing statement dated December 23, 2022, reflected a total balance owed in the amount of $244.97. This balance consisted of a past-due balance of $118.67 and new charges of $126.30 due on January 15, 2022. The new charges included monthly service charges, optional feature charges for Scam Shield Premium, the monthly EIP charge, and a late fee as the payment due by December 15, 2022 was not paid on time. ********************** account was suspended due to non-payment on December 26, 2022. On December 27, 2022, ********************** account was restored and a one-time $20.00 restore fee was added along with $3.03 in applicable taxes and fees. A payment of $4.01 was received on December 27, 2022, which updated the account balance to reflect a balance of $263.99 due on the account. Another payment in the amount of $100.00 was received through the T-Mobile application, please be advised that T-Mobile was not involved in the processing of this payment as it was remitted from ********************** T-Mobile app,which T-Mobile employees do not have access to. The payment of $100.00 was cancelled by ******************** that same day on December 27, 2022 as he advised us that did not authorize this payment. On December 27, 2022, ******************** agreed to a two-part payment arrangement to keep his account active at which time he agreed to pay $68.84 on January 10, 2023, and $68.85 on January 15, 2023. Prior to the payment arrangement being set up, customers are advised and must agree that once a payment arrangement has been agreed to, it is unable to be extended, deleted, or changed.

T-Mobile was able to speak to ******************** on January 3, 2023, and we explained that anytime an account is past due service is not guaranteed. Our terms and conditions regarding past due accounts can be reviewed online near the end of our page at www.T-Mobile.com. T-Mobile also confirmed that the payment received for $100.00 on December 27, 2022, was not an error involving T-Mobile as this payment was entered through the T-Mobile application and T-Mobile employees do not have access to process a payment through a customers T-Mobile application that would be in their handset. After a review of ********************** account, T-Mobile found no errors in billing, and it is in T-Mobiles position that the charges billed on ********************** account are valid. As of January 9, 2023, the account reflects a total balance of $263.99 for charges from the billing statements dated November 23, 2022, and December 23, 2022, which we find valid. We respectfully decline ********************** request for compensation in this matter. T-Mobile regrets 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 ***,INC.

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