ComplaintsforT-Mobile USA, Inc.

• Initial Complaint

  09/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ordered iphone 15 128GB black using chat feature of T-Mobile app Order number: S142567299 Order date: 12/19/2023 I was promised that for the iphone trade, I am receiving $800 credit and i will pay $1.24/month for the iphone (image attached). But from last months I am being charged $30.84 /month. I have reached out to tmobile support multiple times and everytime they promised that it's corrected and you will see credit in next 2-3 months. But I still don't see promised trade-in credit in my account. This is false promise and I have attached screenshot of chats. I already paid $280 and $584.11 is showing pending in my Tmobile bill.

  Business response

  09/24/2024

   
  
  September 24, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re: File Number: 22285108
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 14, 2024, regarding the account referenced in the above-mentioned file number. 
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter.  In reviewing this matter, the customers concerns are pertaining a device promotion that was not applied to their account.
  
  After a thorough review T-Mobile confirmed that our customer upgraded their voice line ending an Apple iPhone 15 handset on December 19, 2023, using Equipment Installment Plan (EIP).  At that time, our ************* team offered our customer the Smartphone Trade ******** promotion but applied the Apple Trade ******** promotion in error.  Please be advised the account did not qualify for the Smartphone Trade ******** promotion.  
  
  To amicably resolve this matter, we applied a credit for the remaining EIP balance of the Apple iPhone 15 handset and applied a credit to the account for the months our customer did not receive the equipment promotion. 
  
  T-Mobile contacted the customer on September 19, 2024, and advised them of the above information.  Furthermore, we provided them our contact information should they have any additional questions regarding this matter.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
  
  ****** *******
  Executive Response
  
  

  Customer response

  09/24/2024

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

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went into the T-Mobile store on ************** in ************************ to cancel my service. I have 3 devices, a phone/watch/and iPad. Spoke to a representative in the store and said that I need to cancel my service and am starting service with **** but I owe $5.00 to unlock my phone. They called T-Mobile customer service and I paid the $5.00 to have the phone unlocked and went across the parking lot to **** and started service on 28JUN. Since I told the representative in the store that I needed to cancel my service and pay $5.00 to unlock my phone, it was my understanding that this is what happened. There was a bill on 02AUG, which I paid and thought it was the final bill. I received a call on 09SEP2024 from T-Mobile stating that I owed a bill and the representative told me that the watch and ipad were not canceled on 28JUN and that I owed $105.00 for service. There are no T-Mobile sim cards in my watch or iPad and there has been no usage on those lines from T-Mobile. I told the representative in the store that I was canceling my account on ***** but apparently since it was not stated to the customer service representative on the phone to cancel the watch and iPad as well as the phone, they left the account on for those 2 devices. I explained to the agent that I canceled this service on 28JUN but the he stated that I did not cancel the watch and ipad, only the phone. Why would I keep service with T-Mobile and only cancel my phone? There has been no usage on the devices, they are under **** and have been since 28JUN. Now I am receiving a bill for something that I canceled. AND the representative who canceled the watch and iPAD over the phone on 09SEP stated that another billing cycle has occured so not only do they say I owe for 1 month, but now it will be 2 months. I requested cancelation on 28JUN in the T-Mobile store with an agent in the store and do not owe a bill for a service that I canceled and did not use.

  Business response

  09/24/2024

   
  
  September 24, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re: Your File Number: 22283866
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 13, 2024, regarding the account referenced in the above-mentioned file number. 
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter.  In reviewing this matter, the customers concerns are pertaining to billing concerns and the account cancellation. 
  
  Our records confirm, on June 28, 2024, the customer remitted their final payment for an Apple iPhone 14 Pro handset and the Mobile Device Unlock steps were provided to them.  In addition, T-Mobile has reviewed the account and confirmed, on the same day, one voice line was transferred to another service provider.  The arrangement to transfer the line of service was made directly with the customers new ********************** service provider and not with T-Mobile whose only involvement in this transaction was to cancel the line of service after the customers new ********************** service provider took control of it.  
  
  In reviewing our records, T-Mobile first received a request to cancel the remaining lines of service was on September 10, 2024, when the customer contacted **********************.  On September 17, 2024, the customer remitted their final payment to their account, updating the balance to zero. 
  
  Our office contacted our customer on September 17, 2024, and apprised of the above information.  During this time, a refund was issued to the customer through the payment method that they provided.  Additionally, we provided them our contact information should they have any additional questions regarding this matter.  
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
  
  **** ******
  Executive Response
  
  

  Customer response

  09/24/2024

   
  Better Business Bureau:
  
  

  I reject the notion/wording in the response from T-Mobile that T-Mobile was first made aware of cancellations to the other two lines in September and not in June. I absolutely informed the representative in the T-Mobile store that I was closing my account and paying the small monetary amount owed for my cell phone and that I was walking across the parking lot to AT&T for service. Just because the two other lines phone numbers were not ported to the new carrier does not mean that I did not tell the representative in the T-Mobile store that I was paying my phone off and closing my account. When you say that you are closing your account, that is you closing the account, not partially closing the account. I really do not know why there is still a miscommunication regarding my telling the store associate that Im closing my account and paying the phone off where he then called customer service to start the process. 
  
  In the end, what matters is this: 
  I am accepting the phone call that I received from T-Mobile apologizing for the misunderstanding. I greatly appreciate T-Mobile refunding the overpayments on this account. Thank you ********************** for reaching out to me to settle this matter and for providing a refund to my bank account and I consider this complaint closed satisfactorily.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to switch my phone number to my own personal account from a ********************** account. When I have tried to do so, I was told by multiple phone representatives that my social security number is already in use at T-mobile under a name that is not my own. I have gone into the store twice to prove my identity and have been on the phone several times with 611 over the past 5 days. The people on the phone tell me to go into the store and the people in the store tell me to call 611. I finally got in touch with the *************************** who told me to send in my documents. I went into a store and they emailed them to the FM people. I have not had any further help from their FM Department to resolve this issue even after submitting all the requested documentation. I am seeking the FM to file an identity report/alert and help remove my SSN from the account that is not mine. My FM reference number is ref:!00D360rhGR.!500WP0BDsyl:ref.

  Business response

  09/24/2024

   
  
  September 24, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:File Number: 22282795
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 13, 2024, regarding the account referenced in the above-mentioned file number.  Please be advised that our customer is listed as an authorized user on an account holders ********************** account.
  
  ********************** regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter.  In reviewing this matter, their concerns pertain to an account that was activated with their personal information without their authorization.
  
  Please be advised, T-Mobile records confirm that the customer was able to activate an account and move their existing mobile number to it.  Additionally, our records confirm that there is only one account associated with their Social Security Number.
  
  T-Mobile contacted the customer on September 16, 2024, addressed their concerns and discussed their account.  Furthermore, we provided them details how to contact the credit bureaus and our contact information should they have any additional questions regarding this matter.  
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
  **** ******
  Executive Response
  
  

  Customer response

  09/24/2024

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

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 22 2024, I called T-Mobile **************** line and spoke to a *** who later transferred me to a supervisor because I was having an issue with my bill amount at the time, I was paying $211 per month which was a financial strain for me. The supervisor reviewed my bill asked how much I could afford and after a few minutes told me that she would adjust my bill by $30 without having to change my rate plan. The following month and every month since then the $30 credit was not added to my bill I had to call CS and the *** had to manually adjust my bill. This was becoming tedious and frustrating to the point that last month I missed the call in window and had the pay the full amount. The *** I spoke too on Aug 25 @6:44pm told me that there was a way that she would be able to adjust my bill where nothing would changed and I would no longer have to call in every month for the credit. So I was shocked when my new bill came in this month not only was my rate plan changed but my bill increased by $10. I called again 09/13 and the **************** I spoke too was no help. I need my bill to reflect the $181 I was paying for the past 5 months. I am a frustrated customer who has been inconvenienced and pushed around since June. I need a resolution to this ongoing problem now.

  Business response

  09/23/2024

  September 23, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *****, ID *****
  
  RE: Your File Number: 22281607
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 13, 2024, regarding the account referenced in the above-mentioned file number. 
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter.  In reviewing this matter, the customers concerns are pertaining to a promised decrease in their monthly recurring charges.  
  
  After a thorough review, T-Mobile confirmed that the account has been issued a total of $90.00 in credits between June 20, 2024, through August 25, 2024, for this matter.  Furthermore, on August 25, 2024, a rate plan was initiated by our customer reducing the monthly recurring charges by $20.00 per month. 
  
  T-Mobile contacted the customer on September 17, 2024, addressed their concerns, and reviewed their monthly recurring charges.  Additionally, we provided them our contact information should they have any additional questions regarding this matter.  
  
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
  **** Archuleta 
  Executive Response
  
  

  Customer response

  09/24/2024

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

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I switched back to Tmobile from ******* after more than 90 days. I was told when switching back they were running the promotion of iPhone 13 on us. When you add a line and port in a number. So I did that . I only qualified for the iPhone 13s on them which I had been the credit on one of my lines ending in 1606. I had been getting a credit for but one get one on another line. I have called in EVERY month for them to fix the issue spending more than an hour each time on the phone with them for them to say we have escalated it to upper management. Allow 90 days for it to show up on your bill. Some months they have credited the amount its charging me for the 3rd line. But not always . Well 8 months into it again I make the call to Tmobile this time they tell me there is nothing we can do about fixing it . Its been 8 months and there is no way we can go back and change it. If they had done it right the first time we wouldnt have had to wait 8 months . And if you had corrected it anytime during those 8 months we wouldnt be in this situation. You lied to me telling me I qualify for three iPhone 13s on yall . Then change the promotion after i ported all six numbers back to yall. I ported them all back at the same time and yall assigned the right promo to one of my lines .. why cant yall honor what you say and put it right by updating all three to reflect that instead of charging me for one . Being dishonest is bad business

  Business response

  09/23/2024

  September 23, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re: File Number: 22279825
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 12, 2024, regarding the account referenced in the above-mentioned file number. 
  
  T-Mobile regrets any concerns the customer may have with their account, and we appreciate the opportunity to address them.  In reviewing this matter, the customers concerns pertain to a promotion on an Apple iPhone 13 handset.  T-Mobile investigated these concerns accordingly.
  
  Please note that T-Mobile often runs multiple different promotions on the same devices and customers may be eligible for multiple promotions.
  
  T-Mobile contacted the customer on September 18, 2024, and addressed their concerns and discussed the promotion with them.  Furthermore, we provided them our contact information should they have any additional questions regarding this matter.  
  
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
  
  ** *******
  Executive Response
  
  

  Customer response

  09/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  After speaking with ** we were able to get everything straightened out like it should had been from the beginning. He was very helpful in getting it resolved . Thank you **.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I got a wanted exchange on my phone April 19. It was sent to the store. I pick it up from the tmobile store and the phone was not working properly I had called to get a replacement. They sent me a replacement I picked the replacement phone up yesterday from tmobile store. The minute I walked out the door the phone started acting up rebooting not turning on etc. I immediately went back in the store to show the representative she see what had happened and said take the phone and see if it happened again. Soon as I got home it happened 2 more times. I called tmobile spoke to 3 different representative cause my phone keep dropping the calls. The last representative set up to ship me a new phone. The next bus day and I received an email today phone is on back order. Called ******* again today informing them I am paying a bill and I do not have a good working phone. They told me it's nothing they can do I just have to wait fornthe phone to come in stocks with no date when that will happen. I asked to speak to a supervisor they said she's in a meeting **** but she will call me back today to no avail. If they don't have a phone in stocks I should have been issed a new phone. Not make me wait until they get one and I don't know when that will be. I'm paying a bill and my phone keeps rebooting all day. I just left a tmobile store in ************ to show them what the phone was doing they said I have to call tmobile. I'm crying for help I need a phone. I should not have to wait this long. And I want to be reimbursed for my bill also.

  Customer response

  09/24/2024

  Please be informed that I was directly contacted by the T-Mobile ***************** They kindly assisted me in acquiring a new phone to my satisfaction on Saturday. Your contribution played a significant role in expediting the resolution of this matter. I appreciate your support in this regard.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  About 2 weeks ago I went in and traded in my iphone 15 pro max on a ****** Pixel XL. Got a $600 trade in value on the phone and put down like $360. Got it home and things wouldn't work right with my Dexcom and Tandem medical devices. They advised me to jump into ****** support. ****** informed me that they were aware of issues with these devices and was working on it. Told me it might be 2 weeks or more before there was a fix. With those medical devices I really could not wait until then. I called into c/s. They said to go back to the store and file it under buyers remorse. So that day I went into the same store and the manager pulls a ******* S22 out of his backpack and puts it in place of the ****** Pixel. I didnt think much of it. Got it home and it really wasnt working that well for me so called customer support again. By now they are tired of hearing about this store. So they told me to go back in and they would be on the phone. I walked in with them on the phone and put it on speaker phone so we could work things out. The store manager told the *** that he would deal with it and hung up on ***. Then he proceeds to get me a iphone 14. By now I am fuming cause of how much of a downgrade it is and the amount of money i am out. I call customer support again. Went thru 3 ***s. ** the end the *** has me pay around $250 to get a ******* S24. Today I hadnt even gotten the phone and my iphone is disconnected and when i tried to call customer service ***** it says call can not be completed. While ordering the S24 they said they want me to go back into the store to deal with the same *** and return the iphone. Even c/s called that store manager a scam artist and con artist. So now I have 6 lines on my account with like 3 active. The other 3 the *** at the store put on my account just to get me some sort of promo on the ****** Pixel. So as it sits no one can get ahold of me on my original phone number which i use to conduct business on.

  Customer response

  09/23/2024

  I was the one that complained gainst t-mobile in case number 22278979.   This is the response I got directly from them.  We can consider this resolved.   Thank you for helping out with this.   Take care.
  
  **** ******
  
  ---------- Forwarded message ---------
  From:****
  Date: Thu, Sep 19, 2024 at 3:40 PM
  Subject: T-Mobile
  To:**********
  
  Hello,
   
  I am *****with T-Mobiles Executive Response Team. I am reaching out to you regarding your recent BBB inquiry. We have reviewed your account and noted that the device orders were made through our retail locations. Once the equipment is returned to the store location, a refund can be processed for the respective orders. Additionally, you have the option to dispute those charges with your bank. Furthermore, we reviewed your T-Mobile account and found that it is currently canceled due to non-payment. We observed very minimal usage on the account, so we have credited the account to reflect a zero balance. If you have any questions regarding this matter, please feel free to contact me.
  

  
  

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We created changed to our account. Was not told of any prorated amounts due. got my next bill and it was $113 more than what i was told it would be. Have been on the phone with t-mobile for an hour with NO resolution. this is misleading and is cheating the customer. i need to have my bill be the agreed rate as i was told. I have been with t-mobile for 9-10+ years

  Business response

  09/25/2024

   
  
  September 25, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re: Your File Number: 22278689
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 12, 2024, regarding the account referenced in the above-mentioned file number.  Please be advised we have made multiple attempts to reach our customer, which have regrettably proven unsuccessful.
  
  T-Mobile regrets any concerns our customer may have experienced regarding their account, and we appreciate the opportunity to respond.  In reviewing this matter, we have determined the customers concerns are pertaining to billed charges following a recent bill cycle and rate plan change.
  
  After a thorough review, T-Mobile confirmed on August 3, 2024, the customers rate plan and billing cycle were changed pursuant to their request.  The customer requested for their billing cycle to start on the 3rd of every month and end on the 2nd of every month.  It is important to note that the first billing statement after the cycle change will be from the customers previous billing cycle close date.  The following billing statement will reflect a smaller prorated bill for a partial billing cycle, covering the time from the end of the old billing cycle to the beginning of the new one, and will reflect the new payment due date.  This means that to move to a new billing cycle, the customer will have two bill payments due in a short amount of time.  
  
  The billing statement dated September 4, 2024, reflected charges for service from August 23, 2024, to September 3, 2024, while the billing statement dated October 4, 2024, will reflect charges for service from September 4, 2024, to October 3, 2024.  We regret if the customer was informed otherwise. 
  
  T-Mobile would like the opportunity to speak with the customer to work towards an amicable resolution.  Should they wish to discuss this matter further, we request that they contact our office directly at the phone number or email address provided to them in our contact attempts.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
  ****** *******
  Executive Response
  
  

  Customer response

  09/26/2024

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

• Initial Complaint

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  T-Mobile attached a random phone number to my account. This phone number ending in 9803 does not belong to me. I am getting billed for this number. I have called numerous times to get this resolved and no one seems to be able to completely credit my account and close this account. Now, I have received a notice from a debt collector saying that I have an outstanding balance. I have always paid my bills. This phone number has NEVER been used there is zero usage on this account and I keep receiving bills for it. To resolve this issue, I need this remaining balance of $135.29 credited and this account closed. I also, need my credit restored with ****************** (debt collector). I would like for T-Mobile to resolve this issue that they caused.

  Business response

  09/24/2024

   
  
  September 24, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re: Your File Number: 22278147
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 12, 2024, regarding the account referenced in the above-mentioned file number. 
  
  T-Mobile regrets any concerns our customer may have experienced regarding their account, and we appreciate the opportunity to respond.  In reviewing this matter, we have determined their concerns pertain to a line of service active on their account they did not request. 
   
  Our records confirm that on November 1, 2021, the additional line of service indicated in the correspondence was activated.  Please note this was line utilized to take advantage of a device promotion.  On September 28, 2023, the customer contacted ********************** and requested to cancel the line of service.  At that time, T-Mobile advised them of the associated Equipment Installment Program (EIP) and promotional offer that required the line remain active.  We advised them the last scheduled EIP installment was on April 22, 2024.  At that time, our customer opted to keep the additional line of service active until the account was cancelled at their request.
  
  It is important to note that following cancellation, the customer's account reflected an outstanding balance owed.  As a result, their account was placed in our pre-collection process.  While in pre-collection, T-Mobile partners with a third-party collection agency to contact customers in an attempt to collect payment.  However, while acting in a pre-collection capacity, the third-party collection agency does not report the account negatively to the credit bureaus.
  
  T-Mobile contacted the customer on September 13, 2024, and in an effort amicably resolve their concerns, T-Mobile issued a one-time credit to the account for the balance owed, closing the account with a zero balance and removing it from pre-collection.  Furthermore, we provided them our contact information should they have any additional questions regarding this matter.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
  
  ******* ******-*******
  Executive Response
  
  

  Customer response

  09/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Although T-Mobile's **************** version of events was not completely accurate, I am hopeful that the current resolution will happen. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  09/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 25th, I went in to T-Mobile to upgrade my phone and add a new line. It was then that I was I informed I was already paying for two linesbut I only had one phone. Upon further investigation, I have learned that since November 2022, T-Mobile has been overcharging me with a Family plan I no longer had; when I cancelled another line, my phone plan was never updated to a single phone line rate.I did the math and for nearly two years, I was overcharged over $1200+!!!! Since learning of the error, I have been contacting T-Mobile customer service nearly every week, demanding a refund for their mistake but to no avail. They only gave me a $330 credit applied to my next phone bill. I have requested managers, supervisors, waited patiently for call backs I never received, for nearly three months, repeating the same information and getting nowhere with anyone. A supervisor even told me that she did not understand why my phone plan was not corrected and admitted the company was at fault. Still, they refuse to give me a refund and I refuse to accept this decision. I am demanding a refund in the amount of the difference remaining from what I have been overcharged.

  Business response

  09/24/2024

   
  
  September 24, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re: File Number: 22277138
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 12 *****, regarding the account referenced in the above-mentioned file number. 
  
  T-Mobile regrets any concerns our customer may have experienced regarding their account, and we appreciate the opportunity to respond.  In reviewing this matter, we have determined the customers concerns are pertaining to their rate plan. 
  
  After a thorough review, T-Mobile confirmed that on October 25, 2022, one voice line of service was canceled per the customer request, leaving the account active with one voice line.  However, a request to change the rate plan was not received, and the line remained subscribed to a family rate plan.  Please be advised, within T-Mobiles Terms and Conditions, customers are advised they are to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges.  Our records indicate the first notice that T-Mobile received regarding a dispute of the rate plan and associated charges was on June 28, 2024, at which time the customer added two new lines and the plan was update to a new family rate plan. 
  
  Our office contacted the customer on September 17, 2024, and advised them of the above information.  In an effort to amicably resolve this matter, T-Mobile issued a one-time credit to the account, which the customer accepted as a resolution to their concerns.  Additionally, we provided them our contact information should they have any additional questions regarding this matter. 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
  
  ****** *******
  Executive Response

  Customer response

  09/24/2024

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

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