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

27,536 total complaints in the last 3 years.
8,579 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/26/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a customer of ********************** for at least a decade. I brought my sister over from another company and this past Christmas I went to the store with my mother to bring her over. The representative in the store told me I could add her for $20/month. I have consistently been charged $40/month ever since and call every month to get a $20 credit. The last time I called they told me they would give me a one time credit for 24x20 for the next two years. I didnt want that. I want the bill to be right. They said Id have to go to the store and take care of that. They said ok. Then the next month I got the 24x20 credit and now this month my bill is just $20 more for some reason than it was when it was already $20 more than it should have been. Everyone keeps telling me that the information in the store wasnt correct so I called them and spoke to the person who helped me initially. He was great every time I dealt with him but finally did say that he was wrong. I need a resolution to my problem and for my bill to be the correct amount. I want to leave T-Mobile but I brought my whole family with me!
Business Response
Date: 05/08/2024
May 8, 2024

FILED ELECTRONICALLY

Better Business Bureau
****************************
*****, ID *****

Re:*************************
Your File No. 21632992
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated April 27, 2024, regarding the above-referenced account.

T-Mobile regrets any concerns that ************************* has regarding their billing, and we appreciate the opportunity to respond to this matter. On November 24, 2014, ************************* activated T-Mobile service with two voice lines and was subscribed to our 2 Lines TMO ONE All In Promo rate plan for $110.00 for the first two lines of service and each additional line is $45.00 per month including associated taxes. Our records indicate that the mobile number ending in 8551 is enrolled into our optional Protection 360 Tier 5 feature for $18.00 per month. Additionally, the account is enrolled into our AutoPay program, receiving a monthly bill credit of $5.00 per month per line for automatically deducting the balance owed two days prior to due date.

On December 30, 2023, ************************* activated the third mobile number ending in 6970. At this time, the rate plan remained on 2 Lines TMO ONE All In Promo, being assessed an additional $40.00 per month including AutoPay bill credit for the billing statements dated January 25, 2024, through April 25, 2024.

Between January 24, 2024, and March 26, 2024, ************************* received account courtesy credits totaling $80.00 in regard to this matter which impacted the balance at that time. Additionally, on March 27, 2024, ******************* rate plan was changed to our T-Mobile Essentials rate plan for $90.00 per month for the first two lines and each additional line is $15.00 per month including AutoPay bill credit plus associated taxes.

On May 3, 2024, our office spoke with ************************* regarding this matter and advised the above-mentioned details and to confirm that their billing concerns have been resolved, our office will follow up with ************************* as requested on May 10, 2024. T-Mobile regrets any inconvenience to *************************.

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

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

Very truly yours,

T-MOBILE USA, INC.

***************************
Executive Response

Customer Answer
Date: 05/08/2024

Complaint: 21632992

I am rejecting this response because:
The representative who reached out to me
did not explain succinctly what is stated in the response to the BBB, but rather collected my details and we have scheduled a follow up for this Friday, May 10th. I anxiously await a resolution that talks about final monthly balances being what were stated to me in the store at the time of porting my mother over to T-Mobile regarding cost, after having done the same with my sister a few years ago.
So far Ive been happy with the response from the higher level customer care, but the matter remains unclosed until we follow up

Sincerely,

*************************
Business Response
Date: 05/17/2024

May 17, 2024

FILED ELECTRONICALLY

Better Business Bureau
************************ 200
*****, ID *****

Re:*************************
Your File No. 21632992
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated May 7, 2024, regarding the above-referenced account.

T-Mobile regrets any continued concerns that ************************* has regarding their account, and we appreciate the opportunity to respond to this matter. As previously indicated, on December 30, 2023, ************************* activated the third mobile number ending in 6970. At this time, the rate plan remained on 2 Lines TMO ONE All In Promo, being assessed an additional $40.00 per month including AutoPay bill credit for the billing statements dated January 25, 2024, through April 25, 2024.

Between September 30, 2023, and December 30, 2023, ************************* took advantage of our Equipment Installment Plan (***) with the purchase of an Apple iPhone 14 and Apple iPhone 14 Pro ***. ************************* was required to remit a down payment of $5.00 for the Apple iPhone 14 and $99.99 for the Apple iPhone 14 Pro ***. ************************* then agreed to pay the remaining balance via 24 monthly installments of $30.21 for the Apple iPhone 14 and $41.67 for the Apple iPhone 14 Pro ***.

Between September 15, 2023, and October 5, 2023, T-Mobile offered Apple Trade ********: $350 off with Trade (Apple Trade ********* promotion, providing customers up to $350.00 off the Apple iPhone 15 series, 14 series, or SE 3rd Gen via one-time trade-in credit and Recurring Device Credits (RDC) when purchased on ***, trade-in qualifying device and be on a qualifying rate plan. As a result of ******************* purchase, their Apple iPhone 14 Pro *** is receiving a RDC of $220.00 to be paid via 24 installments of $9.17.

Between November 9, 2023, and January 24, 2024, T-Mobile offered Apple Activate ********: iPhone 14 On Us with New Voice Line and Trade (Apple Activate ********* promotion, providing customers up to $730.00 off the Apple iPhone 14 series, 13 series, or iPhone 13 mini via one-time trade-in credit and RDC when purchased on ***, trade-in qualifying device and activate a new voice line on a qualifying rate plan. As a result of ******************* purchase, their Apple iPhone 14 is receiving a RDC of $724.99 to be paid via 24 installments of $30.21.

Additionally, on March 27, 2024, ******************* rate plan was changed to our T-Mobile Essentials rate plan for $90.00 per month for the first two lines and each additional line is $15.00 per month including AutoPay bill credit plus associated taxes.

Regrettably, we were unable to contact ************************* on May 10, 2024. On May 14, 2024 our office reached out to ************************* and agreed to discuss their concerns on May 17, 2024.
On May 17, 2024, our office spoke with ************************* changed ******************* rate plan to the Magenta rate plan for $120.00 per month for the first two lines of service and each additional line is $20.00 per month including the AutoPay bill credit. Additionally, our office applied Insider Hookup discount providing an additional 20% off their monthly recurring charges for the accounts lifetime so long as the account remains enrolled in a qualifying rate plan. With both the AutoPay and Insider Hookup discount, ******************* plan charges will be $112.00 per month plus optional Protection 360 of $18.00 per month plus taxes and fees. T-Mobile advised ************************* the promotional discount may take up to two billing periods to reflect as active. Lastly, our office closed the remaining *** balance of $749.98 for the Apple iPhone 14 Pro *** and $634.36 for the Apple iPhone 14, updating the *** balance to zero. T-Mobile regrets any inconvenience to *************************.

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

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

Very truly yours,

T-MOBILE USA, INC.

***************************
Executive Response
Customer Answer
Date: 05/17/2024

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
Date:04/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ive been a Tmobile customer for 7+years. As of easter in 2023 , i transferred my line from my mothers account with ********************** to my own account with **********************. I transferred my phone number as well as my apple watch and iPhone 13 pro ***.The iPhone 13 pro *** was completely paid off before I transferred to my own account.When my mother paid it off she requested that it be unlocked OF COURSE because it was paid in full . Now over a year later i have a past due balance for my phone service and watch line with tmobile of a little over $300. Being that my phone service was off and i couldnt afford my bill I was going to transfer my phone to a way more affordable company to provide service for the time being so i could call and receive calls from JOBS.Upon trying to switch carriers I learned that MY iphone 13 pro *** was still LOCKED.. this cant be right because it was paid off over a year ago so this is MY device . I contacted ********************** and explained my concerns and they did not want to hear me out. They are wrongfully trying to make me pay my bill to unlock MY phone which was supposed to be unlocked over a year ago BEFORE there was a past due.Customer service was also very rude I contacted them through a chat and they ended the chat rudely while i was still in need of help and did not care for my concerns . It was very unprofessional and I have proof of this inconvenience . I not only need my phone service for getting and giving calls to get a job , but i also have to pick up young siblings from the bus and need to be in contact with them as well . I even tried to make a payment plan with Tmobile and they would not see it through. As a result , my device needs to be unlocked. I shouldnt have to pay a past due balance to do something that should have been done by them over a year ago. They also cant just lock a device that belongs to me because they are owed money for something else.Yes they can cut off my service because thats a monthly service but the device,no.
Business Response
Date: 05/10/2024
May 10, 2024

FILED ELECTRONICALLY

Better Business Bureau
************************ 200
*****, ID *****

Re: *****************************
T-Mobile Account Holder: ***********************************
Your File No. 21632967
T-Mobile Account No. ********* & *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated April 26, 2024, regarding the above-referenced accounts. Please be advised ***************************** is the account holder of record for the account number ending in 7576. Please be advised, the account holder of record for the account number ending in 7655 is ***********************************, and ***************************** has been designated as an authorized user of the account.

T-Mobile regrets any concerns ***************************** may have regarding our Mobile Device Unlock (MDU) process, and we appreciate the opportunity to respond. Please note, an MDU allows our customers to use other carriers' SIM cards in a device originally purchased through T-Mobile. In addition, some customers may also call this a SIM unlock. MDUs are available for those devices that meet our eligibility requirements, which include but are not limited to:

40-days of usage on the T-Mobile network.
Account must be in good standing (i.e., account balance cannot be past due).
No open Equipment Installment Plan (***) on the device seeking to be unlocked.

For more information regarding our MDU policy, customers may visit us online at **********************************************************************************************.

T-Mobile records indicate on January 3, 2022, for the account number ending in 7655, *********************************** took advantage of our *** with the purchase of an Apple iPhone 13 ************* handset bearing International Mobile Equipment Identifier (IMEI) number ending in 2333 at the retail price of $1,099.99. At the time of purchase, *********************************** was required to remit a down payment of $349.99 in addition to paying for the taxes on the full retail price of the device. *********************************** then agreed to a series of ************************** the amount of $31.25 per device. Please be advised the Apple iPhone 13 Pro *** was intended for use on the mobile number ending in 1734.

On October 1, 2022, for the account number ending in 7655, *********************************** took advantage of our *** with the purchase of an Apple Watch SE 2nd Generation 40mm wearable at the retail price of $299.99. *********************************** was not required to remit a down payment; however, they did agree to pay for the taxes on the retail price of the device. *********************************** then agreed to a series of ************************** the amount of $12.50 and a 24th and final installment of $12.49. Please be advised the Apple Watch SE 2nd Generation 40mm wearable was intended for use on the wearable line ending in 6270.

It is important to note if a customer has an open *** and the account is cancelled, any remaining open *** balance on the cancelled account is accelerated and becomes due with the final billing statement. This information is disclosed within the *** agreement provided at the time of purchase.

On March 21, 2023, *********************************** contacted our ************* Team and requested a Change of Responsibility (COR) for the mobile numbers ending in 2272 and 6270. A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original account holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account.

On the same date, ***************************** agreed to take the financial responsibility of the mobile numbers ending in 2272 and 6270. As a result, the account number ending in 7576 was activated and the aforementioned mobile numbers were transferred to the new account as requested. In addition, the remaining *** balance associated with the Apple Watch SE 2nd Generation 40mm wearable was transferred to Destiny Claytons account. Please be aware that due to the mobile number ending in 2272 not being associated with the *** for the Apple iPhone 13 ************* handset, the remaining *** balance for the device remained on ************************************* account.

Please note, all customers who choose to use the *** option to pay for their equipment are required to enter into a 24 month financing agreement signed at the time of the purchase. Although this 24 month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their *** balance at any time by making incremental additional payments or a single payment for the total balance. Please note any additional, incremental payments will reduce the length of time it will take to pay the entire balance but will not reduce the amount of any future regular monthly *** payments. In reviewing ************************************* account, ********************** has no record of an early *** payment being made towards the *** associated with the Apple iPhone 13 ************* handset.

T-Mobile records confirm ************************************* account, account number ending in 7655, was cancelled on July 14, 2023, for non-payment. At that time, the remaining amount owed on the Apple iPhone 13 ************* handset was $250.00. Please be advised, T-Mobile has no record of *********************************** settling the remaining amount owed on the above-referenced handset, nor do we have record of *********************************** settling the outstanding balance due on the account number ending in 7655.

On April 1, 2024, Destiny Claytons account, account number ending in 7576, was cancelled for non-payment. As a result, the remaining *** balance of $74.99 for the Apple Watch SE 2nd Generation 40mm wearable was accelerated and posted to the final billing statement generated April 22, 2024.

The billing statement generated on April 22, 2024, reflected a balance of $388.05 and included a past due balance of $316.07, a systematic credit of $3.67 due to a partial rerate for midcycle changes, accelerated *** charges of $74.99, and a late fee of $0.66.

Please note, we realize that situations may arise that prevent customers from making the required payment by their due date, therefore, we can assist with payment arrangements when the option is available. However, not all payment arrangement requests can be honored. In reviewing ************************************* and Destiny Claytons accounts, ********************** has confirmed neither account is eligible to setup a payment arrangement due to the services being cancelled. As T-Mobile considers the debt on both accounts to be valid and owed, we may pursue all our legal rights and remedies to collect the balances.

On April 27, 2024, T-Mobile reviewed the information ***************************** provided within their correspondence to your office. Upon review of the above-referenced accounts, ********************** determined that the Apple iPhone 13 Pro *** is not eligible for an MDU due to the remaining amount owed on the correlated *** for the device not being settled in full and the account balance for the account number ending in 7576 being past due.

On the same date, our office contacted ***************************** and apprised them of the information above. As a final gesture of goodwill, T-Mobile offered ***************************** the opportunity to remit a payment of $250.00 to ************************************* account no later than May 26, 2024. Please be advised the requested payment amount represents the final amount owed on the Apple iPhone 13 ************* handset. Upon receiving the requested payment amount, T-Mobile will complete an MDU for the Apple iPhone 13 ************* handset.

In addition, a one-time credit of $37.50 was applied to the account number ending in 7576, reducing the balance owed to $350.55. Lastly, a collection hold was placed on the account number ending in 7576, pausing collections activity until May 26, 2024.

As of the date of this letter, the account number ending in 7576 remains closed with an outstanding balance of $350.55. T-Mobile provides several options for ***************************** to pay outstanding charges. Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (IVR) or with our ************* or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip.

As T-Mobile is committed to providing a world-class customer experience, we appreciate Destiny Claytons feedback regarding their recent interactions with our ************* Team. ********************** regrets any inconvenience to *****************************.

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

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

Very truly yours,

T-MOBILE USA, INC.

*****************
Executive Response
Initial Complaint
Date:04/26/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ive ask for a paper bill in the mail and it seems T-Mobile refuses to send me a bill and I have requested several times to get the bill sent
Business Response
Date: 05/09/2024
May 9, 2024

FILED ELECTRONICALLY

Better Business Bureau
****************************
*****, ID *****

Re:*************************
Your File No. 21632880
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated April 26, 2024, regarding the above-referenced account. Please be advised we have made attempts to contact *************************, which have proven unsuccessful. As such, T-Mobile will make every effort to address ******************* concerns within this letter.

T-Mobile regrets any concerns ************************* may have regarding the account. ********************** records indicate the account was activated on May 20, 2023. It is important to note, the account was activated with Paperless Billing.

Paperless Billing is a free service that allows customers to receive their billing information in a secure online channel 24 hours a day, seven days a week. Instead of bill inserts, customers receive a free email and/or text message notification when their bills are viewable on www.my.t-mobile.com. Please note that customers must have a ********************** ID registered with an active mobile number on the account.

********************** records confirm, is currently subscribed to our Go5G Plus rate plan for $50.00 per month after AutoPay to include two voice lines of service ending in 2838, and 8081. A DIGITS line of service ending in 8721 is subscribed to our DIGITS Apple Watch rate plan for $10.00 per month after AutoPay.

On April 15, 2024, ************************* contacted ************** and requested a paper billing statement dated March 21, 2024, be sent to them. ************* then processed the request pursuant to ******************* request. Regretfully, ************************* reported not receiving the requested billing statement.

T-Mobile would like the opportunity to speak with ************************* and work toward an amicable resolution. We request ************************* contact our office directly at the number below to discuss this matter. T-Mobile regrets any inconvenience to *************************.

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

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

Very truly yours,

T-MOBILE USA, INC.

***********************************
Executive Response
Initial Complaint
Date:04/26/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dec9 I called regarding advertised promo received via text msg. Promo was exchange a qualified phone and receive an Iphone15 on us with $830 in mth bill credits *** said I would receive $199.83 for trading 2 phones FMV as 1 time bill credit, & $159.91 on 2. Then $830 for each line 2 be divided via 24 mthly bill credits making the phones essentially free I received 2 credits early Jan $199.83&$159.91 waited for the 2.Called Jan 27 why I had not gotten credits for the others? I was told not to worry they had received all 4 phones that it would take up 2mths for promos to kick in &credits applied. Same response each time I spoke to *** 7 times over next 3mths. issue would be resolved has been sent to escalation ***** I documented calls &calls are recorded. TM refused to honor this same type of agreement from a phone upgrade in ************ over $4,000 I asked for guarantee. The *** had email sent to Dec 9th that states Promotion Confirmation ACT#********* Hi *********, this is to confirm that the lines you upgraded ( lists out 4 phone numbers) are qualified for the promotion $830 off with trade on GO5g Plus Plan. Youll receive the offer as a one time trade in credit and the remaining offer value as 24 monthly credits. Thank you! Best regards, T-Mobile On April 7th I got a call from the rep who took my order Dec 9th She told me she had made a mistake and that I did not qualify for the promotions, as a courtesy they would give me a 1X $500 bill credit. She was repeating take it or leave it and I asked to speak to management, she told me I was lucky to be getting the $500 credit,this decision had come down from mgmt. They owe me $3320 for the $830 promo for 4 lines, $359.74 for 2trade credits I never got & $240.04 for payments I am still making on the EIPs for the phones traded in in Dec. Since this is the 2nd time they have done this to me personally, I cant be the only one. Will there be some sort of class action suit coming? If not how can I initiate that?
Business Response
Date: 05/07/2024

May 7, 2024

FILED ELECTRONICALLY

Better Business Bureau
************************ 200
*****, ID *****

Re:***********************************
T-Mobile Account Holder: Nor Cal Take Down
Lim Prim
Your File No. 21632745
T-Mobile Account No. *********

To Whom It May Concern:

T Mobile USA, Inc. (T Mobile) is in receipt of your correspondence dated April 27, 2024, regarding the above-referenced account. ********************** records indicate the account holder of record is Nor Cal Take Down Lim Prim, and *********************************** has been designated as an authorized user of the account.

********************** regrets **************************** concerns regarding their billing, and we appreciate the opportunity to respond. *********************************** activated their account on August 15, 2015, and currently has five voice lines subscribed to the Go5G Business Plus rate plan for $160.00 per month, including applicable taxes and fees for the first two voice lines, and $40.00 per month, including applicable taxes and fees, for each additional voice line. Additionally, *********************************** elected to subscribe to the optional Protection 360 feature on the lines ending in 1828, 4986, 6180, and 6778 for $18.00 per month plus applicable taxes and fees each.

On November 24, 2021, *********************************** took advantage of our Equipment Installment Plan (***) with the purchase of two Apple iPhone 13 handsets at a retail price of $799.99 each and two Apple iPhone 13 Pro handsets at a retail price of $999.99 each. *********************************** was not required to remit a down payment but agreed to 29 monthly installments totaling $169.18 and a 30th and final installment totaling $168.82. *********************************** agreed to trade in two Apple iPhone X handsets for a one-time trade-in credit of $132.00 and $122.00, and two Apple iPhone 11 handsets for a one-time trade-in credit of $180.00 each. With the purchases and trade-ins, *********************************** qualified for our 2021 Apple Trade P16: Get the iPhone 13 Pro On Us w/ trade on Plus and *** plans (2021 Apple Trade P16) offer, which allowed customers to get up to $1,000.00 off a qualifying Apple iPhone via a one-time trade-in credit and monthly Recurring Device Credits (RDC) when they purchased on ***, traded in a qualifying phone, and subscribed to an eligible rate plan. As the Apple iPhone X and Apple iPhone 11 handsets qualified for the $800.00 tier, *********************************** was to receive two monthly RDC of $20.67, one monthly RDCs of $22.60, and one monthly RDC of $22.27. However, on January 11, 2022, *********************************** was unenrolled from the 2021 Apple Trade P16 offer due to the trade-in equipment not being received. On January 14, 2022, the trade-in equipment was received; however, due to the return merchandise authorization being expired, *********************************** only received the one-time trade-in credits applied to the account.

On December 9, 2023, *********************************** once again took advantage of our *** with the purchase of two Apple iPhone 15 handsets at a retail price of $929.99 each and two Apple iPhone 15 Pro handsets at a retail price of $1,099.99 each. *********************************** was not required to remit a down payment but agreed to 23 monthly installments totaling $120.02 and a 24th and final installment totaling $119.38. As the two Apple iPhone 13 and the two Apple iPhone 13 Pro handsets still had remaining *** balances, the above orders were placed as JUMP! upgrades. The JUMP! upgrade program allows customers with Protection 360 and an active *** to upgrade to a new device once 50% of their current device cost is paid off.

Our Apple Trade ********: $830 off with Trade on Go5G Plus/Next offer allowed customers to get up to $830.00 off a qualifying Apple iPhone via a one-time trade-in credit and monthly RDC when they purchased on ***, traded in a qualifying phone, and have or switch to a Go5G Plus or Go5G Next rate plan. For a phone to qualify as a trade-in for an offer, it must be paid off in full. As such, *********************************** did not qualify for this offer.

On January 16, 2024, one Apple iPhone 13 was closed with a remaining balance of $260.00, and one Apple iPhone 13 Pro was closed with a remaining balance of $310.00. In addition to the *** closures, on February 6, 2024, a credit of $120.02 was applied to the account. Further, on April 7, 2024, credits totaling $570.00 were applied to the account.

Upon speaking with *********************************** on April 28, 2024, we informed them of our findings. As a gesture of goodwill, and as a one-time courtesy, our office offered to close all remaining *** balances totaling $3,532.13. Additionally, our office would apply a lump sum credit to the account of $1,147.66, which would update the balance to a credit of $998.82. Finally, the *** closures would update the monthly recurring charges from $581.19, including applicable taxes and fees, to $352.00, including applicable taxes and fees. Should *********************************** wish to accept this offer, we ask that they contact our office directly at the number below no later than Thursday, June 6, 2024. T Mobile regrets any inconvenience to ***********************************.

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

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

Very truly yours,

T-MOBILE USA, INC.

*********************
Executive Response

Customer Answer
Date: 05/07/2024

Complaint: 21632745

I am rejecting this response because:
I have paid to date on all ***'s for the 13s and the 15s a total of $3951.07
iPhone 13s total paid $3274.35 *As of today, the *** payments for two of the iPhone 13s are STILL active and show there are 2/30 left.
iPhone 15 total paid to date - 4 payments totaling $676.72
Additionally, I was told that I would be receiving a trade in credit, fair market value of $159.91 for two iPhone 13s and $199.83 for two iPhone pro. I have only received a onetime credit of $100.09 and $110.17, as the jump trade. that leaves $509.02. owed for the phones traded in.
A credit for the remaining balance of the iPhone 15s equal to $3552.42 is what is required to wipe off all payments on the 15s.
Adding up what I have paid on ***'s plus the amount I should have received as trade credits $5347.24 - subtracting all credits applied as jump and or courtesy credits -$990.28 Leaves what should be a credit balance of $4356.96
I also would like to point out that the jump credits include an actual payment made on the account.
So, a lump sum to close the iPhone 15s of $3552.42 plus the lump sum of $4356.96, what has been paid on all ***S plus trade value is what I should be entitled to.

Sincerely,

***********************************
Business Response
Date: 05/16/2024

May 16, 2024

FILED ELECTRONICALLY

Better Business Bureau
************************ 200
*****, ID *****

Re:***********************************
T-Mobile Account Holder: Nor Cal Take Down
Your File No. 21632745
T-Mobile Account No. *********

To Whom It May Concern:

T Mobile USA, Inc. (T Mobile) is in receipt of your correspondence dated April 27, 2024, regarding the above-referenced account. ********************** records indicate the account holder of record is Nor Cal Take Down Lim Prim, and *********************************** has been designated as an authorized user of the account. We are pleased to report that we have successfully reached *********************************** and addressed their concerns to their satisfaction.

T Mobile regrets any continued concerns *********************************** experienced regarding their billing, and we appreciate the opportunity to respond. As mentioned in our previous response, on November 24, 2021, *********************************** took advantage of our Equipment Installment Plan (***) with the purchase of two Apple iPhone 13 handsets at a retail price of $799.99 each and two Apple iPhone 13 Pro handsets at a retail price of $999.99 each. *********************************** was not required to remit a down payment but agreed to 29 monthly installments totaling $169.18 and a 30th and final installment totaling $168.82. *********************************** agreed to trade in two Apple iPhone X handsets for a one-time trade-in credit of $132.00 and $122.00, and two Apple iPhone 11 handsets for a one-time trade-in credit of $180.00 each. With the purchases and trade-ins, *********************************** qualified for our 2021 Apple Trade P16: Get the iPhone 13 Pro On Us w/ trade on Plus and *** plans (2021 Apple Trade P16) offer, which allowed customers to get up to $1,000.00 off a qualifying Apple iPhone via a one-time trade-in credit and monthly Recurring Device Credits (RDC) when they purchased on ***, traded in a qualifying phone, and subscribed to an eligible rate plan. As the Apple iPhone X and Apple iPhone 11 handsets qualified for the $800.00 tier, *********************************** was to receive two monthly RDC of $20.67, one monthly RDC of $22.60, and one monthly RDC of $22.27. Please note, this promotion was rewarded in two parts; the first part was provided as a trade-in credit for the fair market value of their handset and the remaining value of the offer will be paid over monthly for the duration of each ***.

However, on January 11, 2022, *********************************** was unenrolled from the 2021 Apple Trade P16 offer due to the trade-in equipment not being received. On January 14, 2022, the trade-in equipment was received; however, due to the Return Merchandise Authorization being expired, *********************************** only received the one-time trade-in credits applied to the account.

On December 9, 2023, *********************************** once again took advantage of our *** with the purchase of two Apple iPhone 15 handsets at a retail price of $929.99 each and two Apple iPhone 15 Pro handsets at a retail price of $1,099.99 each. *********************************** was not required to remit a down payment but agreed to 23 monthly installments totaling $120.02 and a 24th and final installment totaling $119.38. As the two Apple iPhone 13 and the two Apple iPhone 13 Pro handsets still had remaining *** balances, the above orders were placed as JUMP! upgrades. The JUMP! upgrade program allows customers with Protection 360 and an active *** to upgrade to a new device once 50% of their current device cost is paid off. When participating in the JUMP! feature, customers must trade-in the same device or tablet they financed through an ***. Once completed the remaining *** balance on the device turned in is forgiven. Please note, when turning in a phone on JUMP! these handsets do not qualify as a trade in for promotions.

Our Apple Trade ********: $830 off with Trade on Go5G Plus/Next offer allowed customers to get up to $830.00 off a qualifying Apple iPhone via a one-time trade-in credit and monthly RDC when they purchased on ***, traded in a qualifying phone, and have or switch to a Go5G Plus or Go5G Next rate plan. For a phone to qualify as a trade-in for an offer, it must be paid off in full. As such, *********************************** did not qualify for this offer.

On January 16, 2024, one Apple iPhone 13 *** was closed with a remaining balance of $260.00, and one Apple iPhone 13 Pro *** was closed with a remaining balance of $310.00. As *********************************** had already remitted payment for the bill dated January 11, 2024, they received JUMP! payment credits of $26.67 and $33.34 on the bill dated February 11, 2024. In addition to the *** closures, on February 6, 2024, a credit of $120.02 was applied to the account. Further, on April 7, 2024, credits totaling $570.00 were applied to the account.

The total value associated with the above outlined offers is $6,520.00. Taking into account the credits outlined above which have already been applied of $1,840.21, that leaves a remaining value of $4,679.79. As a new bill cycle has processed, T-Mobile would be closing all remaining *** balances totaling $3,502.94. This would leave an amount of $1,176.85 which would be applied to the account as a lump sum credit and would update the balance to a credit of $446.06. Additionally, the *** closures would credit the *** monthly installments currently owed of $229.19 which would further update the balance to a credit of $675.25. Finally, the *** closures would update the monthly recurring charges from $581.19 including applicable taxes and fees to $352.00 including applicable taxes and fees.

Upon speaking with *********************************** on May 14, 2024, T-Mobile explained the amounts calculated, and what they can expect with the *** closures. *********************************** accepted the above offer above as resolution to their concerns, leaving the account active with a credit balance of $675.25 which will apply towards future monthly billing statement balances until it is depleted. T Mobile regrets any inconvenience to ***********************************.

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

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

Very truly yours,

T-MOBILE USA, INC.

*************************
Executive Response
Initial Complaint
Date:04/26/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
WRITING IN REFERENCE TO ACCOUNT #*********. WRITING TO REQUEST FOR A BILLING ADJUSTMENT. WRITING TO HAVE MY MONTHLY BILL REDUCED TO $15/MONTH. IT'S DUE TO A NEW LAW THAT'S TAKING EFFECT FOR LOW INCOME RESIDENTS LIVING IN THE ***** OF ********. WRITING TO REQUEST THAT IT'S HONORED & THAT IT TAKES EFFECT THE FOLLOWING BILLING CYCLE. I CURRENTLY FIT & MEET THE REQUIREMENTS. WRITING TO ALSO REQUEST FOR A FULL & COMPLETE REFUND. REQUESTING REFUND BACK TO ORIGINAL PAYMENT METHOD.
Business Response
Date: 05/08/2024

May 8, 2024

FILED ELECTRONICALLY

Better Business Bureau
************************ 200
*****, ID *****

Re: *******************
Your File No. 21632604
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated April 26, 2024, regarding the above-referenced account. Please be advised we have made attempts to contact *******************, which have proven unsuccessful. As such, T-Mobile will make every effort to address ********************* concerns within this letter.

T-Mobile regrets any concerns ******************* may have regarding the account, and we appreciate the opportunity to respond. ******************* has one high-speed internet line ending in 8910 which is subscribed to our Unlimited Home Internet rate plan for $65.00 per month including taxes and fees.

Please note, as of June 15, 2021, T-Mobile began offering a $15.00 per month high-speed internet service which is available to low-income customers in the sate of ********, in compliance with the ******** Affordable Broadband Act. Potential customers can visit ****************************************************** to check on their eligibility for T-Mobile high-speed internet. When a New York address is provided, customers are permitted to apply and verify their eligibility for the ******** Affordable Broadband Act. Existing high-speed internet customers can visit ******************************************************************* to fill out the required form and submit their supporting documentation.

Please note, to qualify for the $15.00 per month high-speed internet service, customers must live in **************, and be eligible for or receiving free or reduced-price school lunch, Supplemental Nutrition Assistance Program benefits (SNAP), or ******** benefits. This plan is also available to senior citizens, or customers who have rent disability exemptions, or an affordability benefit from a qualifying utility.

Should ******************* believe that they qualify for the $15.00 per month high-speed internet service, we invite them to visit the above website, and submit their eligibility documentation. T-Mobile regrets any inconvenience to ******************* and appreciates their business.

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

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

Very truly yours,

T-MOBILE USA, INC.

*****************************
Executive Response
Initial Complaint
Date:04/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I mailed in phone and never got promo or credit or phone back
Business Response
Date: 05/08/2024
May 8, 2024

FILED ELECTRONICALLY

Better Business Bureau
****************************
*****, ID *****

Re:*********************************
Your File No. 21632286
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated April 27, 2024, regarding the above-referenced account.

********************** regrets any concerns ********************************* has experienced regarding their account billing, and we appreciate the opportunity to address this matter. T-Mobile records confirm on November 15, 2023, ********************************* purchased two Apple iPhone 15 Pro 256 GB *******s using our Equipment Installment Plan (***) offering for $1,099.99 each. At the time of purchase, ********************************* was not required to remit a down payment; however, they agreed to a series of 24 monthly installments of $45.84 each. ********************************* initiated a trade in for one Apple iPhone 12 Pro 128GB ******* and one Apple iPhone 12 Pro 256GB ******* for the lines ending in 3523, 2959.

From October 6, 2023, through November 15, 2023, T-Mobile ran our Apple Trade ********: $1,000 off with Trade on Go5G Next (Apple Trade ********* offer wherein customers get up to $1,000.00 off the Apple iPhone 15 series, 14 series, or SE 3rd Gen ******* via one-time trade-in credit and Recurring Device Credit (RDC) when they purchase it on ***, trade in a qualifying phone, and have or switch to Go5G Next.

On November 25, 2023, we received one Apple iPhone 12 Pro 128GB *******, and the account was issued a traded-in credit of $215.00 updating the account with a credit balance of $45.00. As such, the line ending in 3523, qualified for the Apple Trade ******** offer and receives RDCs of $32.71 while maintaining eligibility. Regrettably, we were unable to locate Apple iPhone 12 Pro 256GB *******, therefore, the line ending in 2959 did not qualify for the Apple Trade ******** promotion.

T-Mobile records confirm the Apple iPhone 12 Pro 256GB ******* was received at the trade-in center on January 6, 2024, after the allotted 30-day timeframe. As such the trade-in offer was invalid and the credit was not applied to the account. Additionally, on January 16, 2024, the Apple Trade ******** offer was unenrolled from the line ending in 2959.

Please be advised, between January 22, 2024, through April 26, 2024, ********************************* contacted ************* regarding the bill being increased. During this time ************* advised that the promotion mentioned above was removed due to the trade-in ******* not being received in the allotted time, and the charges were valid and owed.

On May 1, 2024, our office spoke with ********************************* regarding their concerns, and apprised them of our findings mentioned above. To amicably resolved this matter, T-Mobile absolved the *** balance for the Apple iPhone 15 Pro 256GB ******* totaling $916.63 for line ending in 2959. ********************************* accepted this as resolution to their 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.

*********************************
Executive Response
Initial Complaint
Date:04/26/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
T-Mobile refuses to refund me due to their policy of only going back ***** days even. Promise after promise, I was told that they were going to take action only for me to be the one who had to keep following up with them.I cancelled several phone lines all at once and was told that my plan would be downgraded to match the number of phone lines I held. As a reputable business, I took their word for it. I found out that they did not adjust my plan for an entire year and when I reached out - I was promised call after call, chat after chat that my case would be escalated and someone would reach out to me within ***** hours. That never happened. Again, I expected them to follow up with their promises and this just never happened despite the amount of times they reassured me that they could relate and really respected my time and money. They were just empty words. I was told that it was my responsibility to catch their mistakes and they could only refund me for the last ***** days, not the entire year they overcharged me. T-Mobile does not care about their customers at all. They scam you of your money even with all the evidence that is present in front of them on the premise that their policy covers their own company's billing mistakes.
Business Response
Date: 05/01/2024

May 1, 2024

FILED ELECTRONICALLY

Better Business Bureau
************************ 200
*****, ID *****

Re:**** Del *******
Your File No. 21632081
T-Mobile Account No. *********

To Whom It May Concern:

T Mobile USA, Inc. (T Mobile) is in receipt of your correspondence dated April 27, 2024, regarding the above-referenced account.

T Mobile regrets ********************* concerns regarding their billing, and we appreciate the opportunity to respond. **** Del ******* activated their account on November 27, 2017, and since December 27, 2022, had three voice lines ending in 9660, 3937, and 7489 subscribed to the Magenta rate plan for $130.00 per month including applicable taxes and fees for the first two voice lines and $25.00 per month including applicable taxes and fees for each additional voice line.

On February 14, 2023, **** Del ******* authorized a Change of Responsibility (***) for the lines ending in 9660 and 3937. A *** is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. Regrettably, due to an inadvertent error, once the *** was complete, the rate plan was not changed and therefore **** Del ******* remained subscribed to the Magenta rate plan for $130.00 per month.

On January 19, 2024, the rate plan was backdated to December 28, 2023, to the Magenta rate plan for $75.00 per month including applicable taxes and fees for one voice line. On April 26, 2024, a credit of $50.00 was applied to the account, which is equivalent to one month of the difference.

To amicably resolve this matter, on April 28, 2024, a lump sum credit of $450.00 was applied to the account for the difference between the rate plans, which updated the balance to a credit of $500.00. T Mobile regrets any inconvenience to **** Del *******.

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

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

Very truly yours,

T-MOBILE USA, INC.

*********************
Executive Response
Initial Complaint
Date:04/26/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Entered into agreement with the company related to the SyncUp Kids Watch. Acts as a security feature for my daughter while at school in the case of emergencies. The watch features work with the exception of the cell feature. We contacted the company regarding the issue and went through an elevated level of tech support. Initial resolution was that there known software issues that the company was having on numerous of the same watches. The representative communicated that the company would get back with us within 3 business days. After 10 days we called back with no resolution. My demands are to take the watch back and credit back to me the service fee that was paid while the watch has not been working. Also, I want out of the additional installment payments for the watch as well as the past payments made for this watch given that the company cannot support the service for this watch. You can have the watch back.
Business Response
Date: 05/09/2024
May 9, 2024

FILED ELECTRONICALLY

Better Business Bureau
****************************
*****, ID *****

Re:*********************
Your File No. 21632007
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated April 26, 2024, regarding the above-referenced account.

T-Mobile regrets any concerns ********************* *** have experienced regarding the above-referenced account, and we appreciate the opportunity to respond. A review of the account indicates ********************* activated the wearable line ending in 6593 on April 21, 2023. The line of service is subscribed to the SyncUP KIDS Watch rate plan at a monthly cost of $15.00, including taxes and fees.

********************* account is enrolled in AutoPay. AutoPay is a free service that automatically deducts payments from a customers credit card or checking account to pay their ********************** bill. Additionally, customers on eligible rate plans and utilizing a debit card or checking account as their form of payment *** also receive a monthly credit of $5.00 per line for using AutoPay. As such, ********************* monthly service charges for the wearable line are expected to be $10.00, including taxes and fees.

T-Mobile records confirm on the same date, ********************* qualified for and took advantage of our Equipment Installment Plan (***) with the purchase of a SyncUP KIDS Watch at the retail price of $174.00 via a series of 24 monthly installments of $7.25.

At the time of purchase, T-Mobile was running our 2023 SyncUP Watch P1 promotion, whereby from January 26, 2023, through September 7, 2023, customers could get a SyncUP KIDS Watch free via a monthly RDC, when they purchased the watch on *** and activated a new wearable line on an eligible rate plan. Per the terms of this deal, the *** is eligible and receives a monthly RDC of $7.25, reducing the respective monthly equipment payments to zero.

Please note, RDCs are paid out throughout the duration of the *** term with no means to speed up their payout. Any remaining RDCs will stop if the terms of eligibility for the respective offer are not maintained. In addition, if a customer has an open *** balance and the account is canceled, any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the *** agreement provided at the time of purchase.

In ********************* letter to your office, they indicate they are not able to use service with the SyncUP KIDS Watch in or around their home. T-Mobile is always working to improve its coverage, and we regret any network concerns ********************* *** have experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that *** interfere with actual service, quality, and availability.

Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which *** vary from location to location and *** change without notice. T-Mobile has verified the address on ********************* account and based on the coverage map, confirms their account address is in a good coverage area. However, customers in the area *** experience intermittent issues due to network challenges recently detected in the area. Please be aware there are ongoing efforts being made by our Engineering Team to improve these recent challenges.

Please be advised that T-Mobile provides a return period to all customers allowing them to use the service to see if it meets their needs. If ********************* found the service for the SyncUP KIDS Watch was not acceptable, they could have cancelled service within this period and have only been responsible for the service charges, fees and taxes incurred through the date of cancellation. ********************* would also have been able to return their device for a refund, less any restocking fee. As ********************* is beyond the return period for their account, they *** cancel the respective line of service at any time but are unable to return the purchased device.

It is important that if customers experience any difficulties with the service, that they provide ************* details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments. T-Mobile records confirm on April 16, 2024, ********************* contacted our ************* Team to report network related issues with the SyncUP KIDS Watch. Unfortunately, ********************* concerns were not resolved after the completion of applicable troubleshooting. Thus, a Trouble Ticket was escalated to our Engineering Team for further investigation on the matter.

On April 27, 2024, our Engineering Team performed network adjustments on the wearable line that would require ********************* to restart the device for the changes to take effect.

On the same date, our office contacted ********************* and apprised them of the information above. Upon discussion, ********************* agreed to maintain the wearable line if the device was able to regain network access after performing applicable troubleshooting. Unfortunately, ********************* was unable to complete applicable troubleshooting at that time. Thus, T-Mobile offered ********************* the option to contact our office directly should they determine they no longer desire to maintain the wearable line of service. Further, to amicably resolve ********************* billing concerns, T-Mobile applied a one-time credit of $10.00 to the account, representing the monthly access charges assessed for the wearable line on the billing statement dated April 23, 2024.

As of the date of this letter, our office has not received any notification from ********************* regarding the cancelation of the line ending in 6953. However, please be assured that T-Mobile would like the opportunity to work with ********************* towards an amicable resolution. Therefore, we invite them to contact our office at the number below should they wish to discuss this matter further. T-Mobile regrets any inconvenience to *********************, and we appreciate their continued business,

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

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

Very truly yours,

T-MOBILE USA, INC.

*****************
Executive Response
Initial Complaint
Date:04/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A year ago we went to the ******** T mobile store and bought 2 new phones. We handed over our license and were told we qualified for the g5plus plan. I received a text from them saying to bring my id to verify that I am over 55 to keep this plan. How was I told I qualified for this plan when they saw with our id that we were not over 55 ? We were never even asked this question do our documents must have been falsified when they put them in the computer do they could get the sale. Now they are telling me my rate will go up $50 more a month. Something shady was fine in their end.
Business Response
Date: 05/08/2024
May 8, 2024

FILED ELECTRONICALLY

Better Business Bureau
************************ 200
*****, ID *****

            Re:      *****************************
                        Your File No. 21623913
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated April 26, 2024,regarding the above-referenced account. We are pleased to report we have resolved this matter to ************************ satisfaction.

T-Mobile regrets any concerns ***************************** may have experienced regarding their account, and we appreciate the opportunity to respond. On May 1,2023, the line ending in 7372 was transferred to the account referenced above from a different T-Mobile account during a Change of Responsibility (COR), pursuant to ************************ request. Please note, a COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. In addition, on the same day our ************* team subscribed the line ending in 7372 to our Essentials Saver Single Line rate plan for $55.00 per month, plus taxes.

On the same day, ***************************** qualified for and took advantage of our Equipment Installment Plan (***)with the purchase of two Apple iPhone 14 handsets on the lines ending in 1830 and 7372. ***************************** was not required to remit a down payment; however, they paid for the applicable taxes on the full retail price of each device, and then agreed to a series of ************************** the amount of $34.59 for each device. In addition, ***************************** qualified for and took advantage of our *** with the purchase of accessories, which included a GoTo Tempered Glass screen protector and OtterBox Symmetry case, via 12 monthly installments totaling $7.51.

Further, please note because ***************************** traded in two qualifying handsets associated with the above *** purchases, the lines ending in 1830 and 7372 both qualified for the now expired 2023 Apple Trade P15: $830.00 Off with Trade on Go5G Plus (2023 Apple Trade P15) promotion and received monthly Recurring Device Credits (RDC) of $33.34 on the line ending in 1830 and $34.17 on the line ending in 7372. Please be advised promotional RDCs are paid out for the full term of the *** with no means to speed up their payout, and if the qualifying line of service is canceled prior to the full 24 months, any remaining promotional RDCs may stop.

On May 2, 2023, ************************ rate plan was changed to our premium Go5G Plus 55 senior discounted rate plan for $110.00 per month for two lines, including taxes,effective the same day. Please note, our Go5G Plus 55 rate plan provides customers with unlimited calling, text,and data services on our 5G and 4G/LTE network. To qualify for our Go5G Plus 55 rate plan, the account holder must be 55 years or older, which is validated by our billing system as the customers date of birth was stored in the account profile during the presentation of a government-issued photo ID upon activation. Upon review, our records indicate that during the above rate plan change, our ************* team noted the account and indicated an intention to subscribe the account to our standard Go5G rate plan for $140.00 per month for two lines, including taxes; however, they regrettably subscribed the account to our Go5G Plus 55 rate plan in error. 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 ********************** employee failed in any way to display that during ************************ recent contact with our ************* team.

It should be noted that if a customer whose government issued ID does not verify that they are of 55 years and older and their account is subscribed to any of our senior discounted rate plans, including our Go5G Plus 55 rate plan, T-Mobile will notify the customer via text message advising them that proof of eligibility and date of birth must be re-validated to maintain eligibility for the rate plan. This may occur if the customers date of birth was incorrectly entered into the system by T-Mobile upon activation in error. As such, on March 27, 2024, T-Mobile notified ***************************** via text message and advised them that their rate plan would be changed to our standard Go5G rate plan on May 2, 2024, if verification of the 55 plus age requirement was not validated by that time.

Please note, ************************ account is billed in arrears, in which the account is billed for the billing cycle after the services were used. ************************ billing cycle runs from the 2nd of one month through the 1st of the next month, with the billing due date on the 22nd following the billing cycle close date.

The billing statement dated April 2, 2024, reflected a balanced owed of $157.42 which was due on April 22, 2024, and consisted of new monthly recurring service charges, monthly *** charges, and applicable taxes and fees. Please note, this billing statement included the final monthly *** charges for the accessories previously purchased on May 1, 2023. Further, on April 21, 2024, ***************************** remitted a payment of $157.42, which reduced the account balance to zero.

On April 25, 2024, ***************************** contacted T-Mobile and spoke with our ************* team regarding billing and rate plan concerns. Our ************* team informed ***************************** that their rate plan would be changed to our Go5G rate plan on May 2, 2024, due to the age requirement and that our Go5G Plus 55 senior rate plan was subscribed to their account by our ************* team due to an inadvertent error. In addition, our ************* team applied a courtesy credit of $20.00 to the account for the inconvenience, which updated the account to a credit balance of the same amount.

The billing statement dated May 2, 2024, reflected a balanced owed of $130.05 which is due on May 22, 2024, and consisted of a credit balance of $20.00 and new monthly recurring service charges, monthly *** charges, and applicable taxes and fees totaling $150.05. Please note, both billing statements dated April 2, 2024, and May 2, 2024, included monthly service charges associated with the Go5G Plus 55 rate plan.

On May 2, 2024,the rate plan was changed to our Go5G rate plan by the billing system as validation for the 55 and older age requirement had not been met. As such, the following billing statement dated June 2, 2024, will reflect monthly service charges for our standard Go5G rate plan.

On the same day, our office spoke with ***************************** and apprised them of the above referenced information. In addition, we reviewed the account and to ensure ***************************** maintains eligibility for the 2023 Apple Trade P15 promotion, we subscribed the account to our premium Go5G Plus rate plan for $160.00 per month for two lines, including taxes, which is an eligible rate plan for the promotion, effective June 2, 2024, the beginning of the next billing cycle.

In addition, to amicably resolve this matter, we informed ***************************** that we will apply the Insider Discount to their account once their rate plan is changed, which provides them with a 20% off monthly service discount via bill credits of $32.00 per month, for as long as the account is enrolled to our Go5G Plus rate plan. Lastly, we applied a one-time courtesy credit of $216.00 to the account, which updated the account to a credit balance of $85.95. Effective May 2, 2024, and moving forward, ************************ estimated monthly recurring charges will total $165.67 plus applicable taxes and fees, which includes the 2023 Apple Trade P15 promotion and Insider Discount, while maintaining eligibility. As of the date of this letter, ************************ account remains active with a credit balance of $85.95. T-Mobile regrets any inconvenience to *****************************.

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

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

Very truly yours,

T-MOBILE USA, INC.

***********************
Executive Response
Initial Complaint
Date:04/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Misleading information for seniors on plans and phone trade in and not in compliance to assist individuals with hearing problems when calling the T Mobile. They do not meet the federal guidelines to help the hearing impaired. I was given misleading information on the cost of a phone trade, was told to bring the phone in to the store and they would give me $520.00, I took the phone to the T Mobile Store located at **************************************. The customer service rep told me I was misinformed. He tried to sell me a plan which was $40.00 if I wanted that much off my trade in and if I wanted to keep my plan I would only get $200.00 which was completely different than I was told by T Mobile. During the time I was at the store I did see another senior who I observed was also struggling with the amount of money they were charging him. I called T Mobile and the back ground noise at the call center was so loud that I could not hear ******* and she told me that I was misinformed and told me to change my plan if I wanted to get more for my phone. Which I decline.When I told them that I was going to report them for their false sales practices, they offer to give me $100.00 for my trouble, but I did not take the credit, because it about the principal of abusing seniors who are fix incomes or handicap and bringing into the stores to force them to buy more services than you afford. It is about protecting seniors or other individuals from becoming a slave for services in order for T Mobile to make a profit. I filed a complaint with Federal Trade Commision-*********
Business Response
Date: 05/09/2024
May 9, 2024

FILED ELECTRONICALLY

Better Business Bureau
************************ 200
*****, ID *****

            Re:      ***************************
                        Your File No. 21631649
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated April 26, 2024,regarding the above-referenced account.

T-Mobile regrets any concern *************************** may have experienced and appreciate the opportunity to respond. T-Mobile reflects *************************** activated their account on March 10, 2018, with two active voice lines ending in 6738 and 8046, subscribed to ONE Plan Unlimited 55 for $70.00 per month.

On April 24, 2024, *************************** contacted ************* with the intention of upgrading their device to the new Apple iPhone 15 handset. During this interaction, *************************** was informed of our Apple: $300 off with Trade (Apple Trade *********, which offers customers up to $300.00 off the Apple iPhone 15 series, 14 series, or SE (3rd Gen) (via trade-in credit and Recurring Device Credit (RDC)) when purchased on Equipment Installment Plan (***), trade in a qualifying phone, and have or switch to a Go5G, Magenta, or ONE plan.

When *************************** visited our T-Mobile location to upgrade their handset with the above promotion, it was under the impression that the trade-in was in addition to the promotional offer. Please note, *************************** planned on trading in their Apple iPhone 12 Pro **** which had a trade-in value of $220.00. Therefore, *************************** was expecting to receive $520.00 off the handset with the trade-in and promotion.

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 ********************** employee failed in any way to display that during ******************** recent contact with T-Mobile.

On April 29,2024, T-Mobile spoke to *************************** and discussed the above experience. At this time, we ordered an Apple iPhone 15 ************* via ***. At the time of purchase, *************************** agreed to remit a down payment of $199.99 plus the taxes on the full retail value of the handset, and then agreed to 24 monthly installments of $50.00. *************************** then agreed to trade-in their Apple iPhone 12, with a trade in value of $220.00, which will be applied upon receipt of the handset in good-working condition. In addition to amicably resolve this matter, T-Mobile enrolled the *** in our 50% off *************** or ****** with Trade (Smartphone Trade ********* promotion, which offers 24 monthly RDC of $8.13, offsetting the *** to $41.87 per month.

Please be assured T-Mobile endeavors to accommodate and ensure customers with disabilities are able to contact us and receive assistance. As such, we take accessibility concerns and feedback related to accessibility very seriously and appreciate *************************** bring these concerns to our attention. T-Mobile regrets any inconvenience ***************************

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

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

Very truly yours,

T-MOBILE USA, INC.

************************;
Executive Response
Customer Answer
Date: 05/15/2024

Complaint: 21631649

I am rejecting this response because: filed a complaint in April 28, 2024 and one with FTC-*********. A *************************** contacted me from the Excutive Team at T mobile. She told me she was going to help me resolve the issue and I was very hesitant to proceed knowing what had transpired in the original complaint. ****************** was very nice and told I did not have to worry that all the credits will be honored as it was written on the file and in addition I would get a credit of $570 towards the purchase of my phone. She said it was going to be all written down on the account. I even called her twice with questions after reviewing the contract, but she told me not worry. Nothing she said was reflected on my bill. I have a bill of $399.36 no credits or indication that they have my phone which was suppose to be credited in the amount $300.00 and a promotional of ****** for not buying my phone from Apple. I want them to honor what they promise on the agreement of the $570.00 and if not they are to return my phone to me that was sent to them. Plus they should be penalize for misleading seniors or other people into false.promotions

Sincerely,

***************************
Business Response
Date: 05/17/2024
May 17, 2024

FILED ELECTRONICALLY

Better Business Bureau
************************ 200
*****, ID *****

            Re:      ***************************
                        Your File No. 21631649
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated May 15, 2024, regarding the above-referenced account.

T-Mobile regrets any continued concerns *************************** may have regarding their account and we appreciate the opportunity to respond. As stated in our letter to your office dated May 9, 2024, our office contacted *************************** and discussed the account charges. On April 29, 2024, our office ordered an Apple iPhone 15 ************* handset, via our Equipment Installment Plan (EIP). At the time of purchase, *************************** agreed to remit a down payment of $199.99 plus the taxes on the full retail value of the handset, and then agreed to a series of 24 monthly installments of $50.00. *************************** agreed to trade-in their Apple iPhone 12 handset, which qualified for a fair market trade-in value of $220.00.

This purchase qualified for our Smartphone Trade ********: 50% off *************** or ****** with Trade where customers can get 50% off select handsets, up to $415.00 off via the fair market value trade-in credit and Recurring Device Credits (RDC). This EIP was enrolled to receive 24 monthly RDCs of $8.13, for a total of $195.12.

Please note the down payment of $199.99 and the taxes for the handset were billed to the May 11, 2024,billing statement. The billing statement dated May 11, 2024, reflected a balance of $399.36, which included new monthly access charges of $70.00, equipment charges of $41.87, and a one-time charge of $287.49, due by June 3, 2024. On May 13,2024, the trade-in value of $220.00 was applied to the T-Mobile account, which updated the account balance to $179.36.

On May 14, 2024,*************************** contacted our office to discuss the account credits. On this date, our office applied a credit of $287.49 to the account, which updated the account to a credit balance of $108.13 to be used on a future statement.

Our office contacted *************************** on May 17, 2024, and apprised them of the information above. *************************** advised they accepted the additional credit, which was applied to the account on May 14, 2024, as a resolution to this matter. *************************** confirmed the credit balance on the account and expressed satisfaction. T-Mobile regrets any inconvenience to ***************************.

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

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

Very truly yours,

T-MOBILE ***,INC.

*************************
Executive Response

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