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This company offers wireless voice, messaging, and data services.
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This business is not BBB accredited.
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Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||12080|
|Total Closed Complaints||18023|
Additional Complaint Information
BBB files indicate that this business has received complaints concerning product, service, contract, billing and sales practice issues.
Consumers claim once they return the phone and receive confirmation that the company received it, they are charged fees for damage to the phone, even though the phone was not previously damaged.
Consumers also allege T-Mobile does not honor their service agreements. Consumers claim T-Mobile will not assist in cancelling their contracts when the company is unable to provide service as promised, even after consumers provide proof they have relocated outside the company's service area.
Consumers further allege they experience multiple billing errors with T-Mobile. Consumers claim the company charges them a full month of service when they terminate their contract in the middle of a billing cycle. Consumers also claim T-Mobile double-charges them for monthly billing periods.
Consumers also allege T-Mobile's representatives promise certain plans and discounts; however, upon receiving their first bill, consumers realize they are being charged for a plan and price that was not agreed upon. Consumers claim when they call the company to fix the discrepancy, there is no way to verify what was promised, as notes in the company's system are contrary to what was agreed upon or are non-existent.
BBB encourages consumers to read all terms and conditions before purchasing products or services. BBB recommends consumers review in detail any contract before signing, and to get any verbal promises in writing.
T-Mobile notified BBB that on September 15, 2015, Experian discovered an unauthorized party accessed T-Mobile data housed in an Experian Server. Records containing a name, address, social security number, date of birth, identification number and additional information used in T-Mobile’s credit assessment were accessed. T-Mobile and Experian report that no payment card or banking information was obtained. Experian is notifying the individuals who may have been affected and is offering free credit monitoring and identity resolution services for two years. Those who believe they are affected by have not received a notification via mail by November 30, 2015 are encouraged to visit www.experian.com/T-MobileFacts to learn about enrollment in credit monitoring and identity protection or call to enroll via an agent. Experian asks that affected consumers enroll by April 30, 2016.
Those who believe they have been affected by this incident can obtain more information or enroll in these services by visiting www.protectmyid.com/securityincident. Consumers can also call 866-369-0422 to enroll in ProtectMyID or email questions to firstname.lastname@example.org
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||137|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Internal Revenue Service
920 W Riverside, Spokane WA 99201
Phone Number: (509) 353-0508
Type of Entity
Business ManagementMr. Brian Brueckman, Vice President Mr. Davidd Carey, Vice President Mr. Braxton Carter, Vice President/Director Mr. Peter Ewens, Vice President Mr. Jon Freier, Vice President Mr. Thomas Keys, Vice President Mr. Gary King, Vice President Mr. John Legere, President Mr. Christopher Miller, Vice President Mr. David Miller, Vice President/Secretary/Chairman/Director Ms. Sarah Mock, Secretary Mr. Michael Morgan, Vice President Mr. Larry Myers, Vice President Mr. Neville Ray, Vice President Mr. Marc Rome, Vice President Mr. Andrew Sherrard, Vice President Mr. Michael Sievert, Vice President Ms. Yvonne Smith, Vice President Ms. Lauren Venezia, Vice President Mr. Dirk Wehrse, Vice President/Treasurer Ms. Angela Baca, Executive Response Analyst Ms. Tami Shwonek, Supervisor Paralegal
Cellular Telephone Service & Supplies Cell Phone & Tablet Equipment, Supplies & Repair Mobile Telephone Service Electronics Stores (NAICS: 443142)
Alternate Business NamesT-Mobile
BBB generally reports 100% of all reportable complaints except for those businesses who maintain a large volume of complaints. BBB currently publishes 1% for T-Mobile USA Inc.
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview