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
- 27,551 total complaints in the last 3 years.
- 8,585 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/28/2022
Type:Order IssuesStatus: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.
My personal information was stolen at T Mobile store, ***************************************************************. Employees signing customers up for fake accounts to boost their sales numbers.The employee signed me up for a fake account after I walked out of the store and refused to sign up for the top tier plan. The manager was sitting outside and tried to stop me from leaving, only to pressure me into buying an expensive plan that I did not want. After leaving the premises they signed me up for a fake account. I am now being billed and sent to collections.Business Response
Date: 11/04/2022
November 4, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *********************
Your File No. 18329920
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 28, 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. T-Mobile records reflect that on September 7, 2022, ************** activated her T-Mobile account with two mobile numbers ending in **** and ****. The mobile number ending in **** was subscribed to T-Mobiles Magenta *** rate plan with a base rate of $90.00 per month with taxes and fees included. The Mobile Internet number ending in **** was subscribed to T-Mobiles Mobile Internet 2GB rate plan with a base rate of $15.00 per month with taxes and fees included. It is important to note that before an account can be established, personal information would need to be provided to T-Mobile to determine eligibility for postpaid services, as well as verify if any type of deposit to activate would be required.
The first billing statement dated September 8, 2022, reflected a balance owed of $105.00 monthly access charges from September 8, 2022, through October 7, 2022.
The second billing statement dated October 8, 2022, reflected a total balance owed of $215.18, consisting of the past due balance owed of $105.00, and current charges of $110.18 consisting of monthly access charges from October 8, 2022, through November 7, 2022, and a late payment fee for the billing statement dated September 8, 2022.
Records reflect that on October 10, 2022, Ms. ****** account was suspended, and then cancelled on October 20, 2022, under T-Mobiles No Install policy due to lack of usage. As there was no usage on the account, the next billing statement that generates will reflect credits issued towards monthly access charges billed to leave the account closed with a zero balance.
On November 1, 2022, T-Mobile contacted **************, and discussed her concerns. T-Mobile thanks ************** for her feedback over her store experiences so that they can be used to help enhance future interactions between T-Mobile and our customers. T-Mobile advised ************** of the account status and issued a credit in the amount of $215.18 effective immediately rather than after the billing cycle closes, leaving the account closed with a zero balance. 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.
Please be assured T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. ****** recent visit to our retail location.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.
Very truly yours,
T-MOBILE USA, INC.
*****************
Executive ResponseInitial Complaint
Date:10/28/2022
Type:Service or Repair IssuesStatus: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.
So in december of 2021 I purchased a new phone for me and my wife. We were also supposed to get air pods with them but they told us the airpods were on back order due to covid. Stopped back into the store in January and they told me they were still on back order. After a few months i called t mobile and they told me they would do a investigation and email me a response in 2 weeks. I never heard back from them. i called back again and they told them i wanted my money back that were stealing my money and they said they would return the money and that i would get a return to my back card of $108 in 3 days. 4 days later i hadnt gotten anything and i called to cancel my services paid off my phones and transfer my services. Again asking about the money that was due to me and the representative told me he didnt know anything about it I received a email from them today saying that cant due a investigation into the matter because now it is 10 months since the purchase was madeBusiness Response
Date: 11/03/2022
November 3, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: ***e Chance
Your File No. 18329001
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 28, 2022, regarding the above-referenced account.
T-Mobile regrets any concern Mr. ****** may have regarding his account. T-Mobile records indicate that on December 18, 2021, Mr. ****** activated the account with two mobile numbers ending in **** and **** and subscribed to the Magenta *** 55+ rate plan for $100.00 a month. In addition, Mr. ****** qualified for and took advantage of our Equipment Installment Plan (***) with the purchase of an Apple iPhone 13 Pro and an Apple iPhone 13 Pro **** A down payment was not required; however, Mr. ****** agreed to a series of 30 monthly installments of $33.31 for the Apple iPhone 13 Pro and $36.67 for the Apple iPhone 13 Pro ****
Please note, the account qualified for the 2021 Apple Trade P16 promotion and as such, the Apple iPhone 13 Pro qualified for monthly credits of $26.67 and the Apple iPhone 13 ***************** for monthly credits of $18.34. Please note, the promotional credits are to be paid out for the full term of the *** with no means to speed up their payout. If the service is cancelled prior to the full 30 months, any remaining promotional credits stop.
In addition, on December 18, 2021, Mr. ****** ordered Apple AirPods with Charging Case 2nd *** with our *** program. Mr. ****** was not required to remit a down payment; however, he agreed to pay $7.02 for the taxes on the full retail price. Mr. ****** then agreed to a series of ************************** the amount of $10.84. Please be advised, T-Mobile records indicate that the AirPods were delivered to Mr. ****** on January 2, 2022, and such, the account has been billed the agreed monthly *** charge.
It is important to note, we have no record of Mr. ****** contacting us with concerns regarding him not receiving the AirPods until July 22, 2022. During this interaction, T-Mobile advised Mr. ****** our records reflected the AirPods were delivered, and the call was disconnected.
On October 23, 2022, Mr. ****** paid off early the Apple iPhone 13 Pro and the Apple iPhone 13 Pro **** Then, on October 26, 2022, Mr. ****** cancelled his account, after he ported his mobile numbers to another service provider.
Furthermore, we spoke to Mr. ****** on November 1, 2022, and apprised the above. Mr. ****** confirmed he did not receive the Apple AirPods. Thus, as a gesture of goodwill and to amicably resolve this matter, T-Mobile agreed to close the Apple AirPods ***, absolving him from the remaining *** balance of $21.59. In addition, T-Mobile offered to send Mr. ****** a prepaid refund card with the amount of $115.42, to refund him for 10 *** charges and the taxes that he paid upfront. Please note, Mr. ****** accepted our offer and should expect to receive the refund card within ten business days. T-Mobile regrets any inconvenience to Mr. ******
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 ResponseCustomer Answer
Date: 11/09/2022
Complaint: 18329001
I am rejecting this response because:
This is the second time they have said they were going to send a refund. To this date I still havent received a refund.
Sincerely,
Gene ChanceBusiness Response
Date: 11/19/2022
November 19, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************,Ste 200
*****, ** *****
******************************************************************************************************************************************************************************************* File No. 18329001
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated November 17, 2022,regarding the above-referenced account.
T-Mobile regrets any continued concern Mr. ****** may have experienced and we are pleased to report that we have resolved his concerns to his satisfaction. The billing statement dated October 19, 2022,reflected a balance of $197.72 which consisted of service and optional feature charges of $126.00, Equipment Installment Plan (EIP) of $35.84 along with additional usage and applicable taxes totaling $35.88. This payment was scheduled to be deducted via AutoPay on November 9, 2022.
On October 23, 2022,Mr. ****** paid off the two Apple iPhones 13 Pro handsets to close the respective EIP and on October 26, 2022, the account was canceled when Mr.****** ported his mobile numbers to another service provider.
On November 1, 2022,our office closed the remaining EIP balance of $21.59 for a set of Apple Air Pods and requested a prepaid card of $115.49 for the previously paid EIP installment for the Apple Air Pods. The account balance was then reduced from $197.72 to $165.29.
On November 9, 2022,a payment of $165.29 was remitted via AutoPay reducing the closed account to a zero balance. Thereafter AutoPay was removed from the account. Mr.****** contacted his Team of Experts (TEX) requesting refund for the recent payment as he felt he had overpaid. Please be advised that the refund request was declined as the account had not been canceled over 30 days, and a final bill had not generated to account for any billables or adjustments.
Our office corresponded with Mr. ****** and he confirmed that he received the prepaid card in the amount of $115.49. As a gesture of goodwill, T-Mobile prorated the service charges up through October 26, 2022,and the account then reflected a credit balance of $96.51. Pursuant to Mr. ******* request, a refund of that amount was issued back to the original credit card utilized for ************************* was advised the closed account would be updated to a zero balance and to please allow 1-3 business days for the refund to post to his credit card. Mr.Chance accepted this as a full resolution and confirmed that he did not have any additional concerns. T-Mobile regrets any inconvenience to Mr. *******
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 ResponseInitial Complaint
Date:10/28/2022
Type:Product IssuesStatus: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 closed my Tmobile account in July. They kept charging me. I got a call in early September from the ****** of the President of T-mobile saying they were going to take care of the issues and I no longer owe any money and would get a refund and the case was closed. I just got another $125 bill that is not itemized threatening a law suit and when I try to call the President's ****** I get forwarded to customer help that won't help me.Business Response
Date: 11/10/2022
November 10, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: ********************;
T-Mobile Account Holder: *****************************
Your File No. 18328800
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 28, 2022, regarding the above-referenced account. Please be advised that T-Mobile confirmed that *********************** and ***************************** are one and the same.
T-Mobile regrets any continued concerns ******************** may have regarding his final balance, and we appreciate the opportunity to respond. On September 17, 2014, ******************** activated two lines of service ending in **** and **** which were subscribed to our 2 Lines TMO ONE All In Promo for $100.00 a month after AutoPay discount.
Mr. ********* account was billed by a system known as bill current. This means charges for Mr. ********* rate plan were billed in advance of the service being provided and became due within that billing cycle. Please be advised that Mr. ********* account had a billing cycle that began on the 19th of the month and ended on the 18th of the following month with payment due on the 11th. Please note that customers enrolled in AutoPay can expect their balance to be deducted two to three days prior to their bill due date. As such, Mr. ********* AutoPay was regularly processed on the 9th of every month.
Prior to cancellation, T-Mobile processed the following payments for monthly service charges using the payment method ******************** provided for AutoPay.
May 9, 2022, in the amount of $100.00
June 9, 2022, in the amount of $100.00
July 9, 2022, in the amount of $100.00
Mr. ********* billing statement dated July 19, 2022, reflected a balance due of $100.00 which consisted of monthly service charges from July 19, 2022, through August 18, 2022. On July 29, 2022, ******************** cancelled his numbers ending in **** and **** when he ported them to another service provider. On August 9, 2022, the AutoPay was processed in the amount of $100.00 which revised the balance to zero at the time.
On August 14, 2022, ******************** contacted our Team of Experts (TEX) and AutoPay was removed per his request. Additionally, ******************** requested a refund for his most recent payment of $100.00 which was submitted on his behalf. However, on August 15, 2022, the refund request was declined as per our refund policy, the account must be cancelled at least 30 days to be eligible for a refund to allow any late billables to be charged.
Mr. ********* final billing statement dated August 19, 2022, reflected a credit balance of $62.99 which consisted of prorated service credits for unused service charges from July 29, 2022, through August 18, 2022.
On August 27, 2022, Mr. ********* payment from August 9, 2022, was returned as unpaid by his financial institution. As such, the $100.00 balance was returned to the account and became due immediately. Additionally, the account was charged a return payment fee of $25.00 which updated the balance to $62.01.
On September 7, 2022, ******************** remitted a $62.01 payment which revised his balance to zero dollars. On September 11, 2022, T-Mobile received a notification from **** that the returned credit card payment processed on August 9, 2022, for $100.00 was reversed and returned to T-Mobile. As a result, the $25.00 return payment fee was credited, and the account was left reflecting a credit balance of $125.00.
On September 13, 2022, refunds were processed for Mr. ********* payments from June 9, 2022, and July 9, 2022. Please note that the balances were returned to the account, revising the account to reflect a $75.00 balance due immediately. Further, on September 13, 2022, there was a partial refund for the payment dated May 9, 2022 in the amount of $7.88. Please note that the balance was returned to the account and became due immediately which updated the balance to $82.88.
As such, Mr. ********* final revised billing statement dated September 19, 2022, reflected a balance due of $82.88. On September 92, 2022, ******************** submitted a payment for the $82.88 balance, revising the balance to zero dollars.
To resolve this matter, on September 22, 2022, T-Mobile processed a $100.00 refund to ******************** which he accepted as a resolution and advised him that he can expect to receive the funds in three business days. We advised ******************** that we would follow up after his billing cycle ended on October 18, 2022, to ensure that the balance remains at zero.
After review, Mr. ********* billing statement dated October 19, 2022, reflects zero dollars. On October 28, 2022, the **************** spoke to ******************** to advise that his final balance remains at zero and that his account was not referred to a third-party collection agency. Therefore, there should not be any negative information in Mr. ********* credit file. 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 ResponseInitial Complaint
Date:10/28/2022
Type:Product IssuesStatus: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.
T-Mobile Account Number ********* Pin #***************************** advertises affordable cell phone with 5G. Contacted T-Mobile and was told that where I live they have service. To save money I signed up on or around September 27, 2022. Traded in Iphone 8S for Iphone 14 ProMax. Following the transfer from carrier to T-Mobile there were nothing but issues. I had no signal at my home and could only use the service when I was in town. Called TMobile and was told they are working on a tower and I would have 5 G. That did not happen - no service. I was on the phone multiple times and they tried reinstalled the *** card and sending the signal - nothing - no service. The service was messed up so bad after they continued to try to send a signal, the service would not even work in town.After numerous attempts at service I finally got a tech that told me the signal in my area was almost non-existent. I had no choice, I had to go back to previous carrier - ******** Went to the ******* store to transfer my number and Iphone 14 promax to ******** but the phone was locked. Called T-mobile and I was told they would not unlock the phone for 40 days eventhough I paid for the phone $,1054.15. I was told to return the phone "buyers remorse" for a full refund. T-Mobile sent the neccessary paperwork and I returned the phone,They received the device in perfect condition with original packaging and sent a notice on 10/12/22 - but the refund was only for $139.50. Spoke with customer care 10/20 and I am getting the run around.Filed a dispute with ********* my credit card company and they are not having any luck getting the refund.I want a full refund and refund for the phone I traded in - they have both. I had to buy another phone with ******* in order to have cell service.Business Response
Date: 11/16/2022
November 16, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: ***************************
T-Mobile Account Holder: ***************************
Your File No. 18324622
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 28, 2022, regarding the above-referenced account.
T-Mobile regrets any concerns ******************** *** have experienced,and we appreciate the opportunity to address her concerns. On September 24, 2022, ******************** activated two voice lines with phone numbers ending in **** and ****. The phone lines were subscribed to our tax-inclusive Magenta 55+ rate plan for $70.00, per month, after a $5.00 per line AutoPay discount. In addition, phone number ending in **** was enrolled in the tax-exclusive Protection 360 Tier 5 TE plan for $18.00 per month. On October 6, 2022, ******************** activate a Mobile Internet (MI) line of service with phone number ending **** and subscribed to the Mobile Internet 2GB rate plan for $10.00 per month, after a $5.00 AutoPay discount.
In addition to the monthly recurring charges, on September 24, 2022, ******************** purchased an Apple iPhone 14 *************** via our Equipment Installment Plan (EIP). ******************** was not required to remit a down payment, and she agreed to ************************** the amount of $45.84. At the time of purchase, ******************** was eligible for our 2022 Apple Trade P30 promotion. For a limited time, our 2022 Apple Trade P30 promotion offered eligible customers up to $500.00 off the purchase of a participating handset via one-time trade-in credit and monthly Recurring Device Credits (RDC) when they purchased the new handset via EIP, traded-in an eligible handset, and activated a new line of service on an eligible rate plan. ******************** traded-in her Apple iPhone 8 Plus 64GB handset, which was eligible for a $200.00 promotional discount. At the time of sale, ******************* received a $60.00 one-time trade-in credit, and the remaining promotional amount was to be provided via ***************** the amount of $5.83.
Additionally, on October 6, 2022, ******************** purchased a *** Mobile Hotspot device via our EIP. ******************** was not required to remit a down payment, and she agreed to ************************** the amount of $3.75. ******************** was eligible for our T784 2021 Connected Device P21 promotion. For a limited time, our 2021 Connected Device P21 promotion offered eligible customers a free ******* Linkzone or Franklin *** Mobile Hotspot when purchased via an EIP and activate a new MI line on a qualifying 2GB or higher MI rate plan.
T-Mobiles records reflect that ******************** was enrolled in AutoPay from September 24, 2022, through October 7,2022. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. Notifications are sent to the primary active line of service.
On October 6, 2022, T-Mobile received and processed one port-out request associated with phone line ending in ****. In addition, ******************** remitted a payment of $1,054.15 to satisfy the cost of the Apple iPhone 14 ***************.
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, and we regret any service issues ******************** *** 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 *** vary from location to location and *** 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 4G/LTE coverage area. Regrettably, T-Mobile does not currently offer 5G service in Ms. ********* local service area.
Furthermore, our records indicate that ******************** spoke with her Team of Experts (TEX) on multiple occasions in October 2022, regarding her network experience. To resolve this matter, T-Mobile applied account credits totaling $85.00 were issued between October 3, 2022, and October 11,2022, that was reflected on her October 25, 2022, billing statement. In addition, ******************** was instructed to return her Apple iPhone 14 *************** and Franklin *** Mobile Hotspot in exchange for a refund. On October 12, 2022, we confirmed that the Apple iPhone 14 *************** returned and that a refund to her credit card on file was processed for $136.94 for the taxes paid. On October 20, 2022, the Franklin *** Mobile Hotspot was returned, however, due to an inadvertent error, T-Mobile did not process a $8.55 refund that was paid for the taxes on the device. In addition, records reflect that the Mobile Internet line of service was cancelled on last day of the bill cycle, October 24, 2022.
On October 30, 2022, T-Mobile received notification from Ms. ********* financial institution that her payment of $1,054.15 was returned unpaid. Therefore, $1,054.15 was charged back to the account and a $20.00 returned payment charge was applied to Ms. ********* account balance, and her account reflected an unpaid past due balance for $93.92 for monthly recurring service charges, resulting in a balance due to $1,168.07.
We spoke with ******************** on November 4, 2022, and relayed the above-mentioned information. To further resolve this matter, we cancelled Ms. ********* remaining voice phone line of service with phone number ending in ****, effective on November 4, 2022. In addition, T-Mobile applied a credit totaling $1,168.07 to offset the remaining account balance, resulting in a zero balance. Lastly, T-Mobile processed a prepaid credit card refund totaling $8.55, that was mailed to the billing address on file, associated with the return of the Franklin *** Mobile Hotspot device. Please allow 10 days for delivery.
In addition, we spoke with ******************** on multiple occasions since November 10, 2022, and she advised that her credit card company completed its investigation of her payment dispute and transferred the payment of $1,054.15 back to T-Mobile. Regrettably,we have not received the funds and on November 15, 2022, we have advised ******************* to forward a copy of her unaltered credit card companys documentation for further review. Should ******************** have any further concerns, she *** contact our office at the number below. T-Mobile regrets any inconveniences.
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 ResponseCustomer Answer
Date: 11/16/2022
Complaint: 18324622
I am rejecting this response because:The basis of this complaint is I paid for the iPhone in full with my Citibank card. October 6 payment went to T-Mobile. When I could not use their service, I returned the phone per their instructions. They credited me for the tax on the phone but not for the phone I paid for and subsequently returned for a full refundI filed a complaint with my credit card company They put a hold on the billing portion but T-Mobiles response did not include the return information only the account information. So Citibank concluded I still have the phone and put the charges back on my account I did not tell T-Mobile that the amount was charged back to them it was charged back to me
I received a call from ******* the rep for T-Mobile I believe on Friday November 5 she informed me they were refunding $1054.15 for the returned phone I never received the refund on my Citibank card and since then they cant understand they have both the $1054.15 and the phone
I have enclosed the original charge on my card, the dispute letter, the temporary dispute credit and the charge back to ME not T-Mobile
I want my money back. This is total incompetence on their part
Sincerely,
***************************Business Response
Date: 12/01/2022
December 1, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: ***************************
T-Mobile Account Holder: ***************************
Your File No. 18324622
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated November 29, 2022, regarding the above-referenced account.
T-Mobile regrets any continued concerns ******************** may have experienced with her refund, and we appreciate the opportunity to address her concerns. Per our previous response, our records indicate that ******************** spoke with her Team of Experts (TEX) on multiple occasions in October 2022, regarding her network experience. To resolve this matter, T-Mobile applied account credits totaling $85.00 which were issued between October 3, 2022, and
October 11, 2022, as reflected on the October 25, 2022, billing statement. In addition,
******************** was instructed to return her Apple iPhone 14 *************** and Franklin *** Mobile Hotspot in exchange for a refund. On October 12, 2022, we confirmed that the Apple iPhone ********************************************************************************************* the amount of $136.94 for the taxes paid. On October 20, 2022, the Franklin *** Mobile Hotspot was returned, however, due to an inadvertent error, T-Mobile did not process a refund for the $8.55 taxes paid for the device. In addition, records reflect that the Mobile Internet line of service was cancelled on the last day of the bill cycle, October 24, 2022.
On October 30, 2022, T-Mobile received notification from Ms. ********* financial institution that her payment of $1,054.15 was returned unpaid. Therefore, $1,054.15 was charged back to the account and a $20.00 returned payment charge was applied to Ms. ********* account balance. The account also reflected an unpaid past due balance of $93.92 for monthly recurring service charges, resulting in a total balance due of $1,168.07.
When we spoke with ******************** on November 4, 2022, we relayed the above-mentioned information. To resolve the matter, we cancelled Ms. ********* remaining voice phone line of service with phone number ending in ****, effective November 4, 2022. In addition, T-Mobile applied credits totaling $1,168.07 to offset the total account balance, resulting in a zero balance. Furthermore, T-Mobile processed a prepaid credit card refund totaling $8.55, that was mailed to the billing address on file, associated with the return of the Franklin *** Mobile Hotspot device.
In addition, we spoke with ******************** on multiple occasions since November 10, 2022, and she advised that her credit card company completed its investigation of her payment dispute and transferred the payment of $1,054.15 back to T-Mobile. As of November 15, 2022, we did not receive the above-mentioned funds. ******************** was advised to forward a copy of her unaltered credit card companys documentation for further review.
On November 21, 2022, T-Mobile reviewed Ms. ********* additional financial documentation provided. To resolve Ms. ********* payment concerns, on November 21, 2022, we processed a prepaid credit card refund totaling $1,054.15, that was mailed to the billing address on file. We ask that ******************** please allow 10 days for delivery.
We followed-up with ******************** on November 29, 2022, and relayed the above-mentioned information. At this time, ******************** is within the 10-day delivery period. We anticipate that she will receive the prepaid credit card refund totaling $1,054.15 via mail, within the next five days. Ms. ********* account remains cancelled and will reflect a zero balance, upon receipt of her December 2022, billing statement. 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 ResponseCustomer Answer
Date: 12/10/2022
Complaint: 18324622
I am rejecting this response because:on Saturday December 10 I received a bill from T-Mobile for $1,054.15 which is for the phone
I returned according to their response I have a zero balance.
why am I getting billed. Apparently this is not resolved across all T-Mobile departments
Sincerely,
***************************Business Response
Date: 12/15/2022
December 15, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: ***************************
T-Mobile Account Holder: ***************************
Your File No. 18324622
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated December 10, 2022, regarding the above-referenced account.
T-Mobile regrets any continued concerns ******************** may have experienced, and we appreciate the opportunity to address her concerns. As previously noted, on November 21, 2022, T-Mobile reviewed Ms. ********* additional financial documentation. To resolve Ms. ********* payment concerns, on November 21, 2022, we processed a prepaid credit card refund totaling $1,054.15, that was mailed to the billing address on file.
******************** received a letter dated December 5, 2022, reflecting a past due balance for $1,054.15, in error. We further followed-up with ******************** on December 15, 2022, advising her to disregard the above-mentioned letter. At this time, Ms. ********* account remains cancelled and will reflect a zero balance, upon receipt of her billing statement generated on December 25, 2022. T-Mobile regrets any further 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 ResponseInitial Complaint
Date:10/28/2022
Type:Product IssuesStatus: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.
Mailed back a brand new unopened Iphone 14 ******************* 128GB via a shipping label created by and paid for by Tmobile. Phone was shipped back on 9/16/2022 and received and signed for on 09/26/2022. There is *** confirmation of receipt. After several calls and no refund I disputed the Credit Card charge. T-mobile has then proceeded to charge for the phone directly to my monthly bill. I have at least 6 calls into support and I am getting told that the warehouse cannot locate the phone. Therefore I am in the process of filing a police report for grand larceny with the ********** ** ******************Business Response
Date: 11/10/2022
November 10, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: ***************************
T-Mobile Account Holder: ***************************
Your File No. 18328167
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 28, 2022, regarding the above-referenced account. Please be advised T-Mobile records indicate the account holder of record is ***************************, and T-Mobile was able to confirm that he and *************************** are one in the same. T-Mobile is pleased to report to your office that upon speaking with ********************, we were able to resolve his concerns to his satisfaction.
T-Mobile regrets any concerns ******************** experienced regarding his refund. T-Mobile records reflect that on September 10, 2022, ******************** purchased an Apple iPhone 14 Pro *** in full, and remitted payment of $1,176.99. On September 16, 2022, records indicate ******************** contacted his Team of Experts (TEX) and requested to return the device. A return label with tracking number 1Z0545229091352372 was created to return the device. Records reflect that ******************** contacted TEX to inquire on the status of his refund, and an internal Handset Research Form was submitted to verify if the Apple iPhone 14 Pro *** was received. On October 18, 2022, the device had not been scanned as a return, although the label indicates a delivery took place on September 26, 2022.
On October 21, 2022, records reflect that the payment of $1,176.99 was returned to T-Mobile as unpaid, resulting in a charge created in that amount to bill to the account, as well as a returned payment fee of $20.00 to be assessed.
On October 31, 2022, T-Mobile contacted ******************** and discussed his concerns. T-Mobile issued an account credit of $20.00 for the returned payment fee and advised ******************** that the **** associated with the Apple iPhone 14 Pro *** has been blocked from use on any wireless provider. T-Mobile advised ******************** that a refund of $1,176.99 has been issued back to the original payment method which will arrive within one to three business days, however the returned payment of $1,176.99 which reflects on his following billing statement remains valid as a result of the refund being issued to his original payment method. 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 ResponseInitial Complaint
Date:10/28/2022
Type:Billing IssuesStatus: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.
Hi We called to inquired about T Mobile and the person on phone signed us up without our permission. I am now receiving bills. I called them several times they said the account is closed. But I still receiving bills which says if I dont pay it will go on my credit report. Account # *********Business Response
Date: 11/03/2022
November 3, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: ******* Golvelker
Your File No. 183281110
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 28, 2022, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. ********* has regarding his account. T-Mobile records indicate the account was activated on August 21, 2022, and was subscribed to our Magenta *** rate plan for $140.00 per month after AutoPay and our 2022 Line In Us P2 promotion to include three voice lines of service ending in ****, ****, and 4121.
A payment in the amount of $140.00 was remitted to the account on September 12, 2022 for monthly service charges from August 22, 2022 through September 21, 2022. Please be advised on September 13, 2022, Ms. ********* requested a refund for the $140.00 payment which was processed this same day. Ms. ********* should have allowed up to three business days for the refund to appear back in the originating financial institution. Regretfully, the account was not canceled on September 13, 2022. As a result, the account was re-assessed for the $140.00 in charges and the account remained active.
Pursuant to T-Mobile Terms and Conditions, anytime an account carries a past due balance, it may be subject to suspension and or cancellation. The account was suspended on September 25, 2022, and canceled for non-payment on October 10, 2022.
Ms. ********** final billing statement dated October 22, 2022 was generated in the amount of $167.28 for monthly service charges from August 22, 2022 through September 25, 2022, and a late fee.
Upon speaking with Ms. ********* on October 28, 2022, T-Mobile agreed to apply a credit to the account in the amount of $167.28 for the monthly service charges from August 22, 2022 through September 25, 2022, and the late fee. Ms. ********** account remains closed with a zero balance.
Please be advised although T-Mobile does not report information directly to any of the credit bureaus, the third-party collection agencies to which accounts are assigned may do so. The account may be reported to the credit bureau while a balance remains outstanding. It is important to note, Ms. ********** account was not transferred to third-party collection agency.
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 Ms. ********** recent contact with our Team of Experts (TEX). T-Mobile regrets any inconvenience to Ms. **********
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 ResponseInitial Complaint
Date:10/28/2022
Type:Service or Repair IssuesStatus: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 need reimbursement for phone and internet service. I am being overcharged for a month of service I did not use or need. On August 6, 2022 T-Mobile canceled two lines ************ and ************ and did not cancel the third line ************. I wanted all three lines canceled at the same time on August 6, 2022. I wanted the internet canceled on August 31, 2022. On August 31, 2022 at 7:30pm Central Standard time I did not have the 6 - 15 digit pass code and they did not made a note in the system when I called that I wanted services canceled. On September 4, 2022, when I brought the internet router/modem into the store T-***** finally canceled the third line ************ and internet. The total amount I would like to be reimburse is for the month of September 2022 which was not needed or used totals about $143.Business Response
Date: 11/15/2022
November 15, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: ***************************
Your File No. 18242904
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 28, 2022, regarding the above-referenced account.
T-Mobile regrets to hear of Mr. ******** concerns with the account and billing and we appreciate the opportunity to respond.
T-Mobile records reflect ****************** had three voices lines subscribed to our **************** plan $140.00 a month with AutoPay with one line ending in **** subscribed to our optional MAXup Data for $15.00 a month. Additionally, ****************** had one high speed internet line subscribed to our T-Mobile Home Internet plan for $50.00 a month.
On May 21, 2021, ****************** qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of two ******* Galaxy A23 and one Apple iPhone 11 handset. ****************** was not required to remit a down payment; however, he agreed to 24 monthly installments of $48.00. Please note that each ******* Galaxy A23 was enrolled in our ********************* promotion with a monthly Recurring Device Credit (RDC) of $11.75 each and the preceding Apple iPhone was enrolled in our 2021 Apple Activate P2 promotion with a monthly RDC of $12.50. Please note, the promotional credits are paid out over the 24-month EIP term with no means to speed up their payout. Additionally, if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement.
The above rate plan, services, and EIP left ****************** with a normal monthly bill of $167.50, after promotional RDCs. Mr. ******** billing cycle ran from the 1st of a month to the last day of the month which may vary and was due on the 22nd of each month.
T-Mobile records confirm on August 3, 2022, the line ending in **** was ported out to a new provider. On August 4, 2022, the line ending in ****was ported out to a new provider, which left one voice line ending in **** and the high speed internet line ending in **** active. On October 11, 2022, ****************** contacted our Team of Experts (TEX) and requested to cancel the remaining lines on the account and on October 19, 2022, a credit was applied for $69.00 to cover the additional time the high speed internet line remained active.
The billing statement dated November 1, 2022, reflected a balance of $401.00 and included a past due balance of $48.50, a credit of $35.49 for prorated charges for the mid-cycle cancelation of the remaining high speed internet and voice line, and $387.99 for the final equipment charges. On November 4, 2022, our office contacted ****************** and apprised him of the above information. We are pleased to confirm that ****************** accepted our explanation and remitted a payment for $401.00. Mr. ******** account remains canceled with a zero balance. T-Mobile regrets any inconvenience to *******************
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.
Very truly yours,
T-MOBILE USA, INC.
**************
Executive ResponseInitial Complaint
Date:10/28/2022
Type:Service or Repair IssuesStatus: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 ported over two lines on Magenta *** from ******* on September 28, 2022. When discussing available promotions with my sales representative they informed me of the ability to get $1,000 off a new iPhone 14 Pro for my wife and the same off an iPhone 14 Pro *** for myself with trade in and the new lines. I went to the store to complete the port-in of my new lines and the manager of the ********* ************** store told me I needed to wait 30 days to claim this new phone promotion. I did this. Now they are telling me I am no longer eligible for the promotion.Business Response
Date: 11/07/2022
November 7, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *********************
Your File No. 18327755
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 28, 2022, regarding the above-referenced account.
T-Mobile regrets any concern ************** may have regarding the account and we appreciate the opportunity to assist in this matter. T-Mobile records indicate that on September 28, 2022, ************** activated the account with two ported in numbers ending in **** and **** and subscribed to the Magenta *** rate plan for $140.00 a month, taxes included, after the $5.00 AutoPay discount, each line receives. Please note, T-Mobile records do not indicate ************** purchased any devices during the account activation.
T-Mobiles Keep and Switch program offers customers from select carriers the option to port their number over to T-Mobile and keep their eligible phone and qualify for reimbursement of up to $1,000.00 for their remaining device payment plan with their previous provider. To be eligible for this offer, customers must submit a copy of their itemized final billing statement showing the final device balance at www.switch2t-mobile.com within 30 days of activation. The reimbursement amount is issued in the form of a virtual prepaid MasterCard within 30 days of their submission being approved. It is important to note that to participate in the Keep and Switch program, the handset must be an eligible handset for this offer. As can be expected, there are several eligibility requirements to be met. Additional information can be found at https://www.t-mobile.com/offers/switch-to-t-mobile-from-verizon-or-att?carrier=verizon.
T-Mobile records indicate that **************** mobile number ending in **** was approved for the Keep and Switch program and on October 20, 2022, a virtual prepaid MasterCard was sent to him with the amount of $765.27.
In addition, T-Mobile offered the 2022 Apple Trade P32: Get Apple iPhone 14 Pro on Us with trade-in on *** ********** where customers could get an Apple iPhone 14 Pro on us or up to $1,000 off other eligible Apple devices (via one-time trade-in credit and Recurring Device Credits [RDC]) when they purchase it on EIP, trade-in a qualifying phone, and have or switch to an eligible Magenta *** plan or equivalent plan. Please note, this promotion is not combinable with the Keep and Switch **********
On October 28, 2022, ************** contacted T-Mobile requesting an upgrade and to participate in the 2022 Apple Trade P32: Get Apple iPhone 14 Pro on Us with trade-in on *** ********** T-Mobile advised, the promotion is no longer active and that the mobile number ending in **** would not be ineligible to participate, as it already received the Keep and Switch **********
Furthermore, upon speaking with ************** on November 7, 2022, T-Mobile reiterated the information above and offered to honor the 2022 Apple Trade P32: Get Apple iPhone 14 Pro on Us with trade-in on *** ********** via a one-time lump sum credit of $1,000.00, for the mobile number ending in ****. ************** accepted our offer and agreed to trade-in an Apple iPhone 12 Pro **** Thus, T-Mobile processed an EIP order for the purchase of an Apple iPhone 14 Pro **** Accordingly, ************** was asked to remit a down payment in the amount of $200.00 and agreed to a series of ************************** the amount of $41.67. In addition, we sent ************** a label to return the trade-in device and once received, in a good working condition, T-Mobile will follow up to the account and credit the amount of $1,000.00 towards the Apple iPhone 14 ************ paying off the device. ************** confirmed being satisfied with our resolution and did not have further concerns. T-Mobile regrets any inconvenience to ***************
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.
Very truly yours,
T-MOBILE USA, INC.
Shi Mixon
Executive ResponseInitial Complaint
Date:10/28/2022
Type:Product IssuesStatus: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 left T-mobile two days after my billing cycle had already started. So T-mobile sent me a bill that said I owed -$160.99 meaning that they owed me $160.99 for the remainder of the billing cycle that I had already paid for. I called T-mobile and they explained that a check would be sent to me within 10 business days. 10 days elapsed and no check. I called back and they told me that I would receive a call in 10 business days regarding my issue. 1- days passed and no call. I contacted my credit card, and disputed to have the $160.99 returned to me and it was. However, now T-mobile is wanting to charge me a $35 "Returned payment fee". I called and they couldn't really explain the fee to me and a week later they put the charge in collection. They were not able to explain the charge to me, and I just reclaimed the money that was due to me from leaving the plan early.Business Response
Date: 11/10/2022
November 10, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 **************., Ste. 200
*****, ** *****
Re: ***************************** ****
T-Mobile Account Holder: *****************************
Your File No. 18326956
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 28, 2022, regarding the above-referenced account.
T-Mobile regrets any concerns **************** experienced with his account, and we appreciate the opportunity to respond. Our records reflect the account was active with five voice lines ending in 4214, 3238, 5622, 7365, and ****, that subscribed to the ONE rate plan billed at $130.00 per month with taxes and fees included for the first two lines of service with each additional line billed at $25.00. Records indicate that the account was enrolled in AutoPay, a free service that automatically deducts monthly statement balances from a designated payment method up to two days prior to the due date reflecting on the billing statement. With the enrollment in AutoPay and being on a qualifying rate plan, the account received a discount of $5.00 per line while maintaining enrollment.
Records confirmed the account was cancelled on July 11, 2022, when **************** transferred his five numbers to a new wireless provider. ****************** billing cycle run from the 9th of the month to the 8th of the following month, and at the time of cancelation, the account reflected a balance of $180.00 for service from July 9, 2022, to August 8, 2022. On July 30, 2022, payment for the $180.00 balance was debited via AutoPay. As the account was canceled on July 11, 2022, a credit for prorated service charges was applied to ****************** account resulting in a credit balance of $160.99 that was reflected on the final billing statement dated August 9, 2022. We regret any delays in processing the refund.
On September 28, 2022, **************** disputed $160.99 from the $180.00 payment made on July 30, 2022. As such, the balance was billed back to the account, in addition to a $35.00 returned payment fee, which revised the account to reflect a $35.00 balance.
T-Mobile assesses a fee if a payment is dishonored or returned. The fee helps us recover the costs charged by banks when processing such a transaction, our staffs working on the returned payment and notifying the customer of the matter. If a check, electronic funds transfer, or any other payment is dishonored or returned, T-Mobile will charge the T-Mobile account holder a returned payment fee as permitted under applicable state law that will not exceed $35.00. In the event of a returned payment, we may also require another payment method and/or immediately suspend or cancel service. T-Mobile accepts several payment methods, and payments can be made in retail stores, over the phone, on-line or via the mail. We encourage customers to choose a method that is right for them and prevent returned payments and the application of the fee.
The final revised billing statement dated October 8, 2022, reflected a balance of $35.00 for the returned payment fee only. As the account remained enrolled in AutoPay, on October 30, 2022, T-Mobile processed the $35.00 payment via AutoPay, leaving the account closed with a zero balance.
On October 31, 2022, T-Mobile contacted **************** to discuss his concerns and the information mentioned above. To resolve this matter, we have processed a refund for the $35.00 payment made on October 30, 2022. The account remains closed with a zero balance. Pursuant to our conversation, **************** considers the matter resolved and has no further concerns. 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 ResponseCustomer Answer
Date: 11/10/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************** ****Initial Complaint
Date:10/28/2022
Type:Service or Repair IssuesStatus: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.
My husband and I upgraded our phones July 27th of this year. Added a tablet to our account and took my husbands old phone and activated it to save money on our monthly bill. There was an extra number and phone added to my account that is not supposed to be there. I have contacted support 3 times with the promise of the issue will be resolved in a timely manner and will be personally contacted by the respresnative helping on the day of the call. No resolution has been made. Ive gone into the location my husband and I went to upgrade our phones at and they promised a call back and resolution but has not followed through. Im being charged for an extra phone and line on my account. No one wants to resolve this issue, its affecting our bill.Business Response
Date: 11/10/2022
November 10, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 ***************,Ste. 200
*****, ** *****
Re: ************************
T-Mobile Account Holder: ****************************
Your File No. 18327517
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated October 28, 2022,regarding the above-referenced account. Please be advised T-Mobile records indicate the account holder of record is ***************************, and he has designated Ms. ********* as an authorized user of the account.
********************** regrets any concerns Ms. ********* may have experienced regarding the above-referenced account, and we appreciate the opportunity to address this matter. The above T-Mobile account was activated on February 24, 2019, and currently has four voice lines of service ending in ****, ****, **** and ****, and one tablet line of service ending in ****. The voice lines of service are subscribed to our ONE ************* with ONE Plus rate plan at the cost of $110.00 monthly for two voice lines of service and $25.00 monthly for lines three and four. The tablet line of service is subscribed to our Unlimited ******************** taxes included rate plan at the cost of $25.00 monthly for each line. Please note, Mr. ********** service plan qualifies for a $5.00 monthly discount per qualified line of service when subscribed to AutoPay. Please note, Mr. ********** account is not currently enrolled in AutoPay.
On July 27, 2022, T-Mobiles Equipment Installment Plan (EIP) was used to purchase a ******* Galaxy S22+ handset for the line of service ending in ****,at the full retail purchase price of $999.99 plus applicable taxes and fees. EIP is a payment option that allows eligible customers to purchase handsets by remitting a down payment at the time of purchase, if required, and agreeing to pay the remaining balance in 24 monthly installments. At the time of purchase, a down payment of $39.92 was required; and the handset was to be paid via a series of ************************** the amount of $40.01 and a 24th final installment in the amount of $39.84.
Please note Mr. ********* purchased the ******* Galaxy S22+ handset during our 2022 ******* Activate P3 offer. From June 2, 2022, and for a limited time, customers could get a free ******* Galaxy S22 series handset (up to $800.00) via monthly Recurring Device Credits (RDC) when purchased on EIP and maintaining a new voice line of service on a qualifying rate plan for use on the new phone. Mr. ***** met the eligibility requirements, and the account was set to receive a monthly RDC of $33.34 for 23 months, and a 24th and final monthly RDC of $33.18.
On July 27, 2022, T-Mobiles Equipment Installment Plan (EIP) was used to purchase an Apple iPhone 13 *************** for the line of service ending in ****,at the full retail purchase price of $1,099.99 plus applicable taxes and fees.At the time of purchase, a down payment of $43.91 was required; and the handset was to be paid via a series of ************************** the amount of $44.01 and a 24th final installment in the amount of $43.85. Please note Mr. ********* purchased the Apple iPhone 13 *************** during our 2022 Apple Trade P20 offer. From July 14, 2022, and for a limited time,customers could get up to $800.00 off an Apple iPhone 13 series handset via monthly Recurring Device Credits (RDC) when they purchased it on EIP and activated a new voice line of service on a qualifying rate plan for use on the new phone. Mr. ***** met the eligibility requirements, and the account was set to receive a monthly RDC of $12.50 for 24 months.
On July 27, 2022,T-Mobiles Equipment Installment Plan (EIP) was used to purchase a Galaxy Tab A7 Lite tablet for the line of service ending in ****, at the full retail purchase price of $199.99 plus applicable taxes and fees. At the time of purchase, a down payment of $7.98 was required; and the tablet was to be paid via a series of ************************** the amount of $8.01 and a 24th final installment in the amount of $7.87. Please note Mr. ********* purchased the Galaxy Tab A7 Lite tablet during our 2022 Connected Device P5 offer. From July 14, 2022, and for a limited time,customers could get a ******* Galaxy Tab A7 Lite for $49 via monthly Recurring Device Credits (RDC) when they purchased it on EIP and activated a new voice line of service on a qualifying 5GB or higher Mobile Internet rate plan for use on the new tablet. Mr. ***** met the eligibility requirements, and the account was set to receive a monthly RDC of $6.30 for 23 months and a 24th and final monthly RDC of $5.10.
T-Mobile records indicate that on September 26, 2022, Ms. ********* contacted T-Mobile regarding activation concerns for the line ending in ****. Ms. ********* indicated she wanted to file a fraud report for this line and the device associated with this line. She also requested to remove Mr. ********** account from AutoPay because he did not want to pay for the line ending in ****,or the handset associated with this line because she indicated Mr. ********* did not have the handset. Mr. ********** account was unenrolled in Autopay, a fraud form was filed, and a $10.00 goodwill account credit was issued.
On October 14, 2022,Ms. ********* contacted T-Mobile once more to inquire about billed charges at which time she indicated Mr. ********* did not authorize line ending in ****,and she wanted to file a fraud form. A second fraud form was submitted.
Our office spoke to Mr. ********* on November 9, 2022, to address his account concerns. During our conversation, Mr. ********* stated was using the ******* Galaxy S22+ on his line ending in ****, and he was using the Apple iPhone 13 *************** on his line ending in ****. He stated he was not aware he had to add a new line of service to take advantage of the handset promotions described above. ****************** request, T-Mobile cancelled lines ending in **** and **** effective November 9, 2022.
We were unable to identify a T-Mobile error in these matters. However, to resolve the matter, T-Mobile closed the **** associated with Galaxy S22+ handset and iPhone 13 *************** effective November 9, 2022, and a one-time courtesy bill credit of $130.00 was issued to the above-referenced account, leaving the account with a balance due of $474.21. Mr. ********* accepted this offer as resolution to his concerns. T-Mobile regrets any inconvenience to Mr. **********
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.
*******************************
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