ComplaintsforT-Mobile USA, Inc.

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I transfer my service from ********* At the time I switched, I transfer from ******** This was done because of the offer of the senior plan. I was informed that, my phone from ******** would be paid for by T-Mobile. I waited and never heard from them on where to send phone. Actually, I did not know the procedure until. I was contacted by ******** I cashed T-Mobile and read told the time yo send back , had expired. I was never told that from the beginning. So, I have two phones. And why do I need two phones. The comment from T-Mobile after I explained. That they could not do anything. Not surprised. They are terrible. From the very beginning. No one seems to know what they are doing. They have this senior plan, but that means absolutely nothing. Actually they are scammers when it comes to seniors. They need to be stopped.

  Business response

  09/21/2021

   
  September 21, 2021
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************************************
  
  Re:      *************************************
  Your File No. 15846825
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 8, 2021, regarding the above-referenced account.  
  
  T-Mobile regrets any concerns **************** has with our Carrier Freedom program and we appreciate the opportunity to address her concerns.  T-Mobile is delighted **************** chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family.  As **************** is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any **** carrier to T-Mobile.  In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer.  These promotions, collectively known as Carrier Freedom, have been overwhelmingly successful.
  
  For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments.  The first payment is paid at the time of activation when a handset is traded in.  At that time, a trade-in amount is offered, and if accepted, that amount is applied either toward the down payment of new T-Mobile equipment or as a credit to the account.  The second payment towards a prior carriers equipment installment balance is paid once the handset is received and the trade-in paperwork has been submitted with the final **** showing the accelerated equipment balance.  The amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-in.  That second payment is then remitted to the customer in the form of a prepaid rebate card.
  
  On April 23, 2021, **************** activated the above-referenced account with the mobile number ending in 4899.  **************** subscribed to the Magenta *** 55 Plus SL rate plan at a cost of $70.00 per month which is specifically for customers that are 55 years of age and over.  Additionally, **************** added the Protection 360 insurance feature at a cost of $18.00 per month.
  
  On April 23, 2021, **************** qualified for and took advantage of T-Mobiles Equipment Installment Plan (EIP).  **************** purchased an Apple iPhone XR 128GB handset for the full retail purchase price of $499.99 plus applicable taxes and fees.  At the time of purchase, **************** was not required to remit a down payment; however, she agreed to a series of 24-monthly installments in the amount of $20.84.
  
  Please note the submission for reimbursement utilizing the Carrier Freedom program must be submitted at www.switch2t-mobile.com within 30-days of activation.  T-Mobile records do not reflect a submission for a Carrier Freedom reimbursement for Ms. ******* account within the 30-days timeframe and as such, **************** is not eligible for Carrier Freedom.
  
  Please be assured that T-Mobile strives to provide world-class service to all of our customers on every 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. ******* interactions with T-Mobile.  
  
  Nevertheless, on September 9, 2021, T-Mobile offered to reimburse **************** utilizing the Carrier Freedom program should she submit a copy of her itemized final billing statement reflecting the final device charges from her previous carrier.  **************** may send the document to the address listed below no later than September 29, 2021, should she wish to accept T-Mobiles offer:
  
  T-Mobile *** Inc.
  Attention: *************************
  *********************************************
  
  T-Mobile regrets any inconvenience to ****************.
  
  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

• Initial Complaint

  09/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am ****** ****, consumer; the natural person and I'm submitting this complaint myself and there is no third party involved. On 8/17/21 tmobile had a cyber security attack and now my personal information has been hacked into. This is a violation of 15 US Code ****-privacy protection for customer information of financial institutes. I should be compensated for the emotional distress I'm going through because of this problem. Not knowing if anyone will take advantage of my information and now becoming a victim of identity theft.

  Business response

  09/21/2021

   To Whom It May Concern:
   
  T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 8, 2021, regarding the above-referenced account.  T-Mobile regrets any concerns Ms. **** experienced regarding the above-referenced account.  
  
  In mid-August, T-Mobile was informed of claims made in an online forum that a bad actor had compromised T-Mobile systems.  We immediately began an exhaustive investigation into these claims and brought in world-leading cybersecurity experts to help with our assessment.  Subsequently, we confirmed that T-Mobile’s systems were subject to a criminal cyberattack that compromised data of our customers, former customers, and prospective customers.  The breach did not expose any financial information, credit card information, debit, or other payment information but some social security numbers (SSN), name, address, date of birth and government ID information was compromised.  
  
  T-Mobile has determined that the bad actor illegally acquired some personal information related to Ms. ****** account.   For more information they can log into their My T-Mobile account or visit https://www.t-mobile.com/brand/data-breach-2021.
  
  Our goal is to ensure that we are providing clear information about how customers and those affected can protect themselves.  As we move quickly to protect our customers, we also want to equip them to protect themselves.  It’s recommended that Ms. **** take proactive steps regularly to protect their data and identity.  To be clear, we have no information that indicates any passwords, postpaid PIN numbers, or financial or payment information have been compromised.  Still, the following steps are always smart practices to help keep T-Mobile accounts and personal data more secure.  Ms. **** can register for McAfee ID Protection (free of charge to her) to receive two years of free identity protection services with McAfee’s ID Theft Protection Service, $1 million identity insurance (except for residents of New York), dark web monitoring, and lost wallet recovery.  In addition, Ms. **** can change the PIN/Password on her T-Mobile account by visiting https://www.My.t-mobile.com.
  In addition, current customers can sign up for T-Mobile’s free scam blocking protection through Scam Shield and/or Scam Protection.  Furthermore, we have made Account Takeover Protection available for postpaid customers, which makes it more difficult for customer accounts to be fraudulently ported out.  Customers may contact us to take advantage of these services by dialing 611, 800-937-8997, or chatting with us at www.t-mobile.com.  
  T-Mobile is committed to protecting our customers’ privacy and complying with all laws that apply to the collection, access, use, disclosure, and security of their personal information.  For additional information regarding T-Mobile’s privacy policy customers may review https://www.t-mobile.com/privacy.
  On September 10, 2021, we spoke with Ms. **** and updated her T-Mobile account PIN.  We also added our Account Takeover Protection feature (formerly referred to as Port Protection) which is free of charge which prevents unauthorized port out of Ms. ****** line of service.  In addition, we also reviewed the account for recent changes and confirmed they were authorized by Ms. ****.  We regret 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. 
   
  Dianah A
  Executive Response

  Customer response

  09/21/2021

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

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spoke with 2 employees and decided to switch to tmobile due to their price and free phones with sign up. I was told my monthly **** would be ****** a month which includes tax and a ***** month employee discount, not a cent more. I was told I would receive 2 iphone 12s with 24 months of credits as long as I kept service with for 24 months, I also was told if i traded a XR iphone I would receive 24 credits for new iphone 12 pro with 24 month service. They never forwarded me directions on how to return that so I had to call myself for direction. I see **** hasn't generated yet so they couldn't go over what exactly my promises were reflecting. They did however say that it could sometimes take 2 billing cycles for **** to reflect what i was told and id just pay the xtra money as acct states now and they would credit in future bills. That does not sit well and I want to see in writing what I was promised when I signed up. The experience has me feeling uneasy

  Business response

  09/22/2021

   
  September 22, 2021
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************************************
  
  Re:      ********* Pateos 
  T-Mobile Account Holder: *****************************
  Your File No. 15845803 
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 8, 2021, regarding the above-referenced account.  Please be advised, T-Mobile confirmed the account holder of record and ******************************* are one and the same. 
  
  T-Mobile regrets any concerns **************** may have regarding the billing on her account and we appreciate the opportunity to address this matter.  T-Mobile records confirm on August 24, 2021, **************** activated the lines ending in ****, ****, and 5604.  On August 31, 2021, **************** subscribed to the Magenta *** rate plan for a monthly rate of $150.00 for two lines and $35.00 for each additional line.  In addition, our records confirm **************** met all the requirements for the 2021 Line on Us 12 offer and will receive one voice line free (via monthly **** credits).  Please note, the free line **** credits start within two (2) **** cycles from activation. In addition, **************** account has been enrolled in AutoPay since September 3, 2021, as such she is eligible to receive a $5.00 AutoPay discount for each line of service.  Therefore, **************** estimated monthly **** charges are $140.00 with the AutoPay and the Line On Us discount.  It must be noted, T-Mobile records do not confirm **************** account is receiving a $10.00 employer discount.
  
  Furthermore, on August 24, 2021, **************** purchased the following devices on an Equipment Installment Plan (***): 
  
  **************** purchased an Apple iPhone 12 on *** by remitting payment for the taxes on the full retail price of the device and agreed to a series of 24-monthly installments in the amount of $34.59.  It must be noted, **************** met all the requirements for the 2021 Apple Buy 2 offer and is receiving monthly **** credits in the amount of $34.59, reducing the cost of this Apple iPhone 12 to zero dollars
  **************** purchased an Apple iPhone 12 on *** by remitting payment for the taxes on the full retail price of the device and agreed to a series of 24-monthly installments in the amount of $34.59.  
  **************** purchased an Apple iPhone 12 Pro on *** by remitting payment for the taxes on the full retail price of the device and agreed to a series of 24-monthly installments in the amount of $41.67.  It must be noted, **************** met all the requirements for the 2021 Apple Switch Trade P4 offer and is receiving monthly **** credits in the amount of $36.00 reducing the monthly cost of the Apple iPhone 12 Pro to $5.67.
  
  Upon speaking with **************** on September 9, 2021, T-Mobile advised her of our findings and determined she met all the requirements for the 2021 iPhone On Us offer, which was not applied to the *** purchase of the Apple iPhone 12 due to an inadvertent error.  T-Mobile honored the full value of the 2021 iPhone On Us offer via a one-time credit for the outstanding balance of the Apple iPhone 12, updating the device balance to zero and closing the ***.  T-Mobile regrets any inconvenience to **************** and we appreciate her business. 
   
  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. 
   
  Abigail Alvarez 
  Executive Response

  Customer response

  09/22/2021

   
  Complaint: 15845803
  
  I am rejecting this response because:just want to be clear that all 3 phones were promised free for joining. I did exchange a phone for the iPhone pro and am to receive a credit. Does this come in a monthly credit of $5 and change? I received an email back from T-Mobile telling me I am accepted to receive the employee discount of $10 off a month as well so will keep a eye on **** for credit. If my upcoming bills dont reflect what was promised when switching to T-Mobile I will be submitting another BBB complaint
  
  Sincerely,
  
  *******************************. 

• Initial Complaint

  09/08/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Aug 12th I had an order placed with T-Mobile for an Apple I Pad on an installment plan, the bill that day was 102.19cents which was deducted from my bank. On Aug 17th I received the wrong item they had sent an Apple watch. I called T-Mobile and was sent a shipping label to print and told I had 7 days to return it. I mailed it that day and tracking showed me it was delivered to the address in Fort Worth on Thurs. 19th. After 3 conversations with supervisors at T-Mobile I have essentially been told that this item is in a warehouse full of packages and they cannot find it. Until they do and scan it I will not receive my refund. I feel they sent the wrong item I have done everything they asked I should be given the refund, apparently they could not use that same down payment and send me another I pad. Acc. # S106506291 Tracking ******************

  Customer response

  09/17/2021

  I received the full refund yesterday thank you very much for your help.

• Initial Complaint

  09/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  GOING BACK POSSIBLY THREE MONTHS, I CALLED TMOBILE FOR A REPLACEMENT PHONE BECAUSE MY IPHIONE X WAS HAVING TECHNICAL ISSUES. THE BATTERY WAS NOT CHARGING NOR WAS IT SHOWING THAT THE BATTERY WAS DRAINED. AFTER NUMEROUS ATTEMPTS TO FIX THE PROBLEM, TMOBILE ADVISED ME TO TAKE IT TO THE STORE IN ************* AND SEE IF THE PROBLEM WAS IN FACT THE BATTERY; SO I DID AND THEY ADVISED ME THAT A NEW PHONE WAS NEEDED. I IMMEDIATLY CALLED TMOBILE AND BECAUSE I WAS OUT OF WARRANTY, THEY OFFERED ME $415 FOR MY OLD PHONE AND I WERE TO GET A NEW PHONE FROM THEM. SO I DID. THEY SENT ME A BOX TO SEND THE DEFECTIVE PHONE BACK FOR CREDIT. UP TO DATE THEY HAVE NOT HONORED MY CREDIT. TMOBILE STORE CLEARLY ADVISED ME THAT THE PROBLEM WAS THE BATTERY AND IT WAS INTERNAL PROBLEM THAT COULD NOT BE FIXED. I AM REQUESTING MY CREDIT IMMEDIATLY.

  Business response

  09/22/2021

   
  September 22, 2021
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************************************
  
  Re:****** Baronian 
  T-Mobile Account Holder:  *************************
  Your File No. 15845124
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 8, 2021, regarding the above-referenced account.  Please be advised T-Mobile has confirmed ************************* and ***************************** are one and the same.
  
  T-Mobile regrets any concerns ******************** may have experienced regarding our promotional offers and we appreciate the opportunity to respond to this matter.  On May 20, 2021, our Equipment Installment Plan (EIP) was used to purchase an Apple iPhone 12 Pro *** for use on the line ending in 0015.  At the time of purchase, ******************** was required to remit a down payment of $99.99 and agreed to 24-monthly installments of $41.67.  Additionally, ******************** traded in an Apple iPhone X at the time of purchase.
  
  The above referenced handset was purchased during our 2021 Apple Trade P8 promotional offer.  From May 14, 2021, through July 6, 2021, eligible customers could receive up to $415.00 off a new Apple iPhone 12 series handset via a one-time trade-in credit and monthly Recurring Device Credits (RDC) when the device is purchased on EIP and trade in a qualifying device.  It should be noted that trade-in devices must present no physical or liquid damage, be paid in full, and the Find My iPhone feature must be disabled.  Records reflect that ******************** did not qualify for this promotion due to Find My iPhone being enabled.
  
  To amicably resolve this matter, T-Mobile agreed to honor the full promotional value of the 2021 Apple Trade P8 promotional offer and issued an account credit of $415.00.  In addition, we applied a courtesy credit of $100.00.  As a result of these credits, the account reflects a credit balance of $253.04 that will be applied towards future invoices.  We regret any inconvenience to ********************. 
   
  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

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August I ordered the new fold 3 and traded my galaxy s20 ultra. I received my fold 3 between August *****th and sent back my galaxy s20 ultra on August 28th. On Sept 3rd I recieved a message saying that my s20 was accepted and that I would receive a $390 dollar credit for my trade in. But when I checked my account I only received $98.47. I called customer service to inform them and they were confused as ever, the 1st call the rep told me that the 390 was a big amount and that I would receive the entire payment over the course of a week which sounded incorrect because this has never occurred before. I called back again about 5 days later and the next rep was worst than the 1st rep. I spoke to a manager and he said its an error and he would file something that takes 7 DAYS for them to "look into" instead of just fixing the issue. After all that, I still have not received my remaining credit and on top on that my current **** is charging me for BOTH PHONES. This is unacceptable

  Business response

  09/22/2021

   
  September 22, 2021
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************************************
  
  Re:      *****************************
  Your File No. 15844438 
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 8, 2021, regarding the above-referenced account. 
  
  T-Mobile regrets ****************** concerns with his recent handset upgrade and we appreciate the opportunity to respond.  On September 24, 2014, **************** activated the account and has four voice lines of service with H3330363738343****531H numbers ending in ****, ****, ****, and 7868.  Additionally, **************** added the Protection 360 insurance feature at a cost of $18.00 per month per line of service which includes the JUMP! 2 features. Customers enrolled in JUMP! 2 are provided with unlimited opportunities to upgrade the device they enrolled in JUMP! 2 with no waiting period once they paid off one-half of the retail value of the financed device on our Equipment Installment Plan (EIP).  
  
  On March 14, 2020, **************** participated in our JUMP! On Demand (***) program and leased a ******* Galaxy S20 Ultra for the line ending in ****.  **************** was not required to remit a capital cost reduction payment and agreed to 18 monthly lease payments in the amount of $58.34 plus applicable taxes and fees.  At the end of the 18-month lease period, **************** would be required to return the ******* Galaxy S20 Ultra handset to a T-Mobile retail location in good working order, or remit payment for the Purchase Option Price (POP).  *** customers can upgrade to a different handset every 30 days by entering into a new lease and returning their current leased handset in good working order. 
  
  T-Mobile records indicate on August 23, 2021, Mr.  ****** qualified for and took advantage of our EIP with the purchase of a ******* Galaxy Z fold handset for the full price of $1,799.99 plus applicable taxes and fees.  At the time of purchase, **************** was not required to remit a down payment; however, he then agreed to a series of 36-monthly installments in the amount of $50.00.  **************** participated in the 2021 ******* Trade P9 promotion which requires the trade-in of a fully own eligible handset.  **************** traded in the ******* Galaxy S20 Ultra.  For a limited time, customers can get up to $800.00 off ************* 2 via one-time trade-in credit and monthly Recurring Device Credits (RDC) when purchased on EIP and trade in a qualifying phone.  Please note, the Fair Market Value (***) of the ******* Galaxy S20 Ultra was quoted as $390.00.  All trade-in handsets have the *** deducted from the offer value and can be applied as an account credit and/or to cover equipment charges associated with the transaction.  Our records confirm that $291.53 was applied toward the POP for the ******* Galaxy S20 Ultra handset, and $98.47 was applied towards the account balance totaling $390.00.  Our records reflect the ******* Galaxy Z fold was enrolled in the 2021 ******* Trade P9 promotion and is set to receive 36 RDC in the amount of $13.89 for a total of $890.04 including the trade-in credit. It is T-Mobiles position **************** is receiving the full value of the promotion, as well as an additional $90.04. Furthermore, the *** agreement was closed after the credit for $291.53 was applied towards the POP.  Going forward **************** is not going to be billed for both devices. 
  
  Upon speaking with **************** T-Mobile advised him of the above.  Nevertheless, as a courtesy and to amicably resolve ****************** concerns, T-Mobile applied a credit for $291.53 towards the account updating the account balance to $327.97.  T-Mobile regrets any inconvenience to ****************, and we appreciate his business.
  
  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 Team of Experts and appreciate his feedback regarding his experience
  
  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

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***************** recently contacted on behalf of T-Mobile with intentions to collect $438.34. The background is that I am service member, I moved to FT Polk ********* where T-Mobile services are horrible and unreliable. We decided to switch services from T-Mobile to ***** **** has better coverage in the FT Polk area. I contacted T-Mobile and informed them of the challenges that my family and I were faced and told them that I was switching from T-Mobile to ***** I paid the remaining balance that was accrued in the billing cycle after we switched to ***** This happened around June of 2019. Fast forward, on August of 2021 ****** reached out to me with the balance stated above. Their explanation was that I put the T-Mobile account on a military suspension during which the account accrued balance. I did not place my account on military suspension, this will require a deployment order. I need assistance resolving this issue. T-Mobile is taking advantage of us to justify this fee

  Business response

  09/22/2021

   
  September 22, 2021
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************************************
  
  Re:      *********************
  Your File No. 15844365
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 8, 2021, regarding the above-referenced account.  
  
  T-Mobile regrets any concerns **************** experienced regarding the above-referenced account.   
  
  **************** activated the above-referenced account on December 21, 2014 and had two voice lines of service ending in **** and **** and two DIGITS lines of service ending in **** and 4538.  ************** correspondence, he indicated is in the military and he was stationed in an area where there is no service as of May 2019, and as a result requested to cancel the account.  Unfortunately, T-Mobile has no record of **************** calling in to cancel the account until June 20, 2019, when **************** cancelled the line of service ending in **** when he ported it to another provider.  
  
  Please note, The arrangement to transfer the line of service was made directly with Mr. ******* new wireless service provider and not with T-Mobile whose only involvement in this transaction was to cancel the line of service after Mr. ******* new wireless service provider took control of it.  However, a request to port or cancel the additional lines of service was not received, and as such, the lines remained active.
  
  As the account remained active, Mr. ******* account continued to be billed and as of the monthly billing statement dated September 23, 2019, the account reflected a balance owed in the amount of $536.68.  As the balance remained past-due, on September 25, 2019 the account was cancelled due to nonpayment.  The final billing statement was dated October 23, 2021 and reflected a balance of $438.84.
  
  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.  As the balance remained outstanding, on August 16, 2021 the account was referred to the 3rd party collections agency ****** for collection of the balance owed.  Based on the above, it is T-Mobiles position that the balance is valid and owed.  
  
  However, to resolve Mr. ******* concerns, on September 13, 2021, T-Mobile issued a onetime **** credit in the amount of $438.84 for the balance reflected, closing the account with a zero balance.  Additionally, T-Mobile removed the account from third-party collections and requested the collection agency to delete any negative information reported to the credit bureaus regarding this debt.  Please note it may take up to 90 days for Mr. ******* credit report to reflect the change.  T-Mobile regrets any inconvenience **************** may have experienced.
  
  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
  
  

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered an iPhone 12 via Tmobile corporate. I received the phone and decided I needed the larger iPhone 12 pro max. I contacted Tmobile about returning and I ordered the iPhone 12 pro max. Tmobile sent me return instructions along with a pre paid ups label. I sent the phone back via UPS. The date shipped per UPS site was 6-1-21. I did exactly what was expected of me. I boxed up the phone, took it to UPS and shipped it. Tmobile has been charging me monthly since June for a phone that I returned to them. I have had to call every month to ask for reimbursement for the money they are stealing from me every month. I keep getting the run around that it's being investigated. They have also told me I should go speak to UPS. I do not feel I should have to go out my way and spend gas and time going to UPS. I did exactly what was expected! It is not my fault some employee has stolen the phone!

  Business response

  09/22/2021

  To Whom It May Concern:
   
  T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 8, 2021, regarding the above-referenced account.  Please be advised T-Mobile records indicate the account holder of record is L. **** Consulting LLC, and Rob ****** has been designated as an authorized user of the account.
  
  T-Mobile regrets Mr. ******** concerns with his recent handset purchase and return, and we appreciate the opportunity to respond.  On May 28, 2021 Mr. ****** completed an upgrade on the phone number ending in 6742 to an Apple iPhone 12 via our Equipment Installment Plan (EIP).  However, on June 1, 2021 Mr. ****** initiated a return of the Apple iPhone 12 handset and purchased an Apple iPhone 12 Pro Max via EIP.  Mr. ****** was provided a prepaid return label for the Apple iPhone 12.  Mr. ****** took the handset to a UPS store on June 3, 2021 and was provided the tracking #******************.  Unfortunately, although the tracking reflects as “shipped,” the device was never delivered to our warehouse.  As such, the EIP for the Apple iPhone 12 remained active.
  
  In an effort to resolve Mr. ******** concerns, on September 14, 2021 T-Mobile closed the EIP for the Apple iPhone 12 and waived the remaining balance in the amount of $726.39.  T-Mobile also issued a bill credit for the billed monthly installments of $34.59 for the three months he was charged for this phone, in the amount of $103.77.  Mr. Bryan accepted this as full resolution to his issue, and the account remains active with a balance owed in the amount of $175.58 as of the date of this letter.  T-Mobile regrets any inconvenience Mr. ****** may have experienced.
  
  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. 
   
  James D
  Executive Response

  Customer response

  09/22/2021

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

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or close to the 30th of Aug. 21' I switched carriers from T-Mobile to ATT I also have a T-Mobile Checking account which was offered as a secondary promo with a very good interest rate. Once I switched carriers Tmobile locked me out of my checking account. The problem is there is no one that I talk to can do anything for me. I am promised every day that some one will reach out to me. I called the number on the back of the card which is also the recommended number to call "It is the only number I have found that I can call and talk to someone. It has been 5 days and no one is reaching out to me. To recap on this I have been locked out of my T-Mobile checking account because I switched phone carriers. I have no way to access the money I dont have a check card either.

  Business response

  09/20/2021

   
  
  September 20, 2021
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************************************
  
  Re:      ******* Berwald 
  T-Mobile ************************* Solutions of ******* ****
  Your File No. 15844102  
  T-Mobile Account No. *********
   
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence regarding the above-referenced file number.   Please be advised the account holder of record is Marketing Solutions of ******* **** and has designated ***************************** as an authorized user of the account.
  
  ********************** regrets any concerns that ****************** may have experienced with his T-Mobile Money account.  Please note that ********************** T-Mobile Money account is owned and serviced by BankMobile and as such, we respectfully request that ****************** reach out to BankMobile at ************** for further assistance.  We regret any inconvenience ****************** may have experienced.
  
  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
  

• Initial Complaint

  09/07/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  About a year and a half ago I called t mobile to cancel The insurance on two lines of the three that I have with them that was never done and they continue to charge me and I continue to pay without knowing I called back again and have them cancel it for a second time and the same thing happened I continued to pay the insurance when I called twice to get that canceled. I need a refund of the money that I have spent every month for paying for an insurance that I thought was canceled about a year and a half ago.

  Business response

  09/21/2021

  To Whom It May Concern:
   
  T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 7, 2021, regarding the above-referenced account.  
  
  T-Mobile regrets any concerns Ms. ***** has regarding the insurance feature for the lines ending in 0256 and 7387 and appreciates the opportunity to address them.  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. *****’s recent contact with our Team of Experts (TEX).  
  
  T-Mobile records indicate that on January 29, 2017, upon the purchase of two Apple iPhone 7 Plus handsets, the Protection 360 insurance feature was added at a cost of $16.00 per month per handset.  It is important to note that insurance features, like any T-Mobile feature, can be removed at any time via www.T-Mobile.com or by contacting our TEX and requesting the removal of the feature.  Additionally, T-Mobile provides a 60-day dispute term where customers can dispute any feature or service they have been charged for and will be provided a full credit for the time it was charged and the removal of the feature if it is still active on the account.  Regrettably, T-Mobile records do not indicate that Ms. ***** contacted TEX to dispute the charges for the Protection 360 insurance feature or request its removal.
  
  Upon speaking with Ms. *****, on September 13, 2021, and to amicably resolve her concerns, T-Mobile issued a one-time bill credit of $576.00 to the account for the billed charges for the Protection 360 insurance feature for the past 18 months, taking care of the balance owed of $211.74 and leaving a remaining credit balance of $364.26.  Additionally, the Protection 360 insurance feature was removed from the lines ending in 0256 and 7387 as of September 9, 2021.  We regret 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. 
   
  Tracey F
  Executive Response
  
  

  Customer response

  09/22/2021

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

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