Business Profile

Cell Phone Supplies

T-Mobile USA, Inc.

This business is NOT BBB Accredited.

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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

27,356 total complaints in the last 3 years.
7,976 complaints closed in the last 12 months.

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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:12/12/2023
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.
Paid Metro ****** on 12/8/2023 My bill was adjusted after payment by taking 2 lines off my acct i had a credit of ***** in which i contacted them for a refund i was told it was a credit i advised i would not be with there company by the time my next bill they gave me the run a round regarding my money Case Id *********
Business Response
Date: 12/21/2023

December 21, 2023

FILED ELECTRONICALLY

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

Re: *************************
Your File No. 20997311
Metro by T-Mobile Account No. *********

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile). As such,
T-Mobile provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated December 12, 2023, regarding the above-referenced account.

T-Mobile regrets any concerns ************************* may have experienced with their refund request, and we appreciate the opportunity to respond. A review of ************** Metro by T-Mobile account shows the account was activated on September 10, 2022, and had two lines of voice service ending in **** and 1118. ************************* had a total expected monthly balance of $96.00 per month. ************** monthly billing cycle ran from the 10th of each month, and ended on the 9th of the following month, with the balance due for the upcoming cycle due on the 9th of each month.

Our records show on March 9, 2023, ************************* activated two tablet lines ending in **** and **** for $15.00 per month per line. On December 6, 2023, ************************* remitted payment of $127.00 for their upcoming cycle beginning on December 10, 2023. After the payment the balance reflected a credit of $126.00. On the same date,following the payment, ************************* requested the cancellation of both tablet lines, and they were accordingly closed on this date, reducing the balance owed for the new cycle to $96.00. Due to the credit of $30.00, the balance due on January 9, 2023 was $66.00.

On December 13, 2023,************** request for a refund was approved, and the funds were returned,increasing the balance due on their account to $96.00 due January 9, 2023. As such, it is T-Mobiles position that ************** concerns have been resolved. T-Mobile regrets any inconvenience to **************************

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

Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6:00 a.m. 2:00 a.m. CST.

Very truly yours,

METRO BY T-MOBILE

*************************
Executive Response
Initial Complaint
Date:12/12/2023
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.
On November 27,2023. My phone was turnt off which I was in total shock because I made an arrangement the night before that process. This made me late for work along with being written up because I didnt call to say I was going to be late because my phone was turnt off . When I spoke to a representative they tried to state it because I did the arrangement after 10pm which doesnt make any sense to me. There was nothing stated online that states any arrangement made after 10pm will not be acknowledged. I was told I would be credit to my account for the inconvenience and also the lates fees would be waved. Yet I still have not seen that on my bill. Im very annoyed because I take my job very seriously and to have my phones off when I took the proper steps to avoid this is very frustrating. I would like to know that moving forwarded this will not happen again.
Business Response
Date: 12/26/2023
December 26, 2023

FILED ELECTRONICALLY

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

Re:     *******************************
                        T-Mobile Account Holder: *************************
                        Your File No. 20997302
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated December 12, 2023,regarding the above-referenced account. Please be advised the account holder of record is *************************, and ******************************* has been designated as an authorized user of the account.

********************** regrets any concerns ****************************************** have experienced regarding their account billing,and we appreciate the opportunity to respond. The billing statement dated October 14, 2023, generated in the amount of $694.94. The billing statement included a past due balance of $343.17 for the billing period prior to October 14, 2023,and monthly access charges, taxes and fees for the billing period of October 14, 2023, through November 13, 2023, in the amount of $329.45. The billing statement also included a late fee of $22.32.

On November 2, 2023, T-Mobile suspended the accounts ability to make outbound calls as a result of non-payment. ******************************* created a payment arrangement with their payment information and agreed to pay $381.16 on November 9, 2023, and $381.16 on November 23, 2023.   As a result, the account was restored from suspension and was assessed three restore from suspension fees totaling $67.38, updating the account balance to $762.32.

On November 9, 2023, the payment of $381.16 scheduled to be processed was rejected by ************************* financial institution, as a result, the payment information associated with arrangement was automatically removed. On November 10,2023, ******************************* remitted payments to the account in the total amount of $377.00,updating the account balance to $385.32. Please note, the payment of $381.16 for the payment arrangement due on November 23, 2023, was not remitted, resulting in the suspension of service for non-payment on November 27, 2023.

It should be noted, if the first installment of a two-part payment arrangement is not met, and the arrangement fails, the customer will not receive a notification for their second installment as the payment arrangement is no longer active on the account.

Pursuant to T-Mobile Payment Arrangement Terms and Conditions, customers are advised you must pay each installment on the specified due date to avoid the payment arrangement failing and possible suspension of service. In addition, payment arrangements may fail for the following reasons:

Payment did not post on the expected payment date.
Customer did not pay a new bill by the due date, which caused the account to be past due even after the arrangement is completed.
When the new arrangement is tried on the same day as the failure. A failure is noted in the account after 10:05 P.M PT, causing it to list the date as the next day.

Please be advised, if the payment method used for the arrangement originally agreed upon is not updated after being rejected on the first installment date, the dates agreed upon remain the same, and ******************************* would remain responsible to remit the payment by the dates originally agreed upon. In addition, the payment method that fails is not automatically updated. Should these installments not be fulfilled as agreed, suspension of services and any associated restoral fees remain valid and owed.

Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response 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. Should the services be suspended, the account can be assessed a $20.00 restore from suspension fee per line of service, up to three lines, plus applicable taxes and fees per line. T-Mobile considers all restoral fees to be valid and owed, however, on November 27, 2023, ******************************* account was given a onetime courtesy credit of $50.33, which at the time, updated the account balance to $691.83.

On December 18, 2023, T-Mobile contacted ******************************* regarding their concerns, and apprised them of our findings mentioned above. 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:12/12/2023
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.
November 9th, 2023 I switched my service from **** to T Mobile. I told I would get $200 for switching phone and $100 for switching my watch. I was told I would get a **** for the money. Now I am being told I have to either use the money to pay my monthly bill or use it at their store. Therefore, they arent giving me anything. They are taking the money back. They are doing a bait and switch on customers!I would like to receive my **** to use as I wish.
Business Response
Date: 12/26/2023
December 26, 2023

FILED ELECTRONICALLY

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

Re:     ***************************
                        Your File No. 20997171
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated December 12, 2023,regarding the above-referenced account. ********************** is pleased to report we resolved this matter to ********************* satisfaction.

T-Mobile regrets any concerns *************************** may have experienced regarding the above-referenced account and we appreciate the opportunity to respond. On September 20, 2023, *************************** activated the account with one voice line on our Go5G Plus 55+ Plan, and one watch line on our Digits Apple Watch Plan.

On November 8, 2023, and November 9, 2023, our records confirm *************************** completed a rebate submission for our Switch ******** and our Switch ******** promotions which provide customers a $200.00 virtual prepaid card and a $100.00 virtual prepaid card, respectively. To qualify for the Switch ******** promotion, customers are required to port-in a voice line on an eligible rate plan. To qualify for the Switch ******** promotion, customers are required to port-in a wearable or tablet line on an eligible rate plan. It is important to note that the virtual prepaid card provided for each promotion can only be used at T-Mobile. On December 9, 2022, T-Mobile approved the $200.00 and $100.00 rebate submissions and the virtual rebate cards were disbursed to *************************** on the same day.

Our office spoke with *************************** on December 15, 2023, and in an effort to amicably resolve this matter, we issued them a physical prepaid card in the amount of $300.00 to the billing address on file.  *************************** should expect to receive the prepaid debit card within ten business days.

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:12/12/2023
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.
Unaware of the relationship and existing charges on the account. I have sustained a negative inquiry on my credit from T-Mobile for T-mobile internet service in the amount of $170. I have reached out to T-Mobile under multiple occasions to address these allegations. However, T Mobile has failed to accurately address my concerns. Prior to the cancellation of service, my internet service began to have issues. Issues that affected my ability to work from home remotely. My job is my livelihood and how my family and I are able to survive. I reached out to technical support to help resolve the issue, which failed. I was told by technical support to visit the nearest location for additional support. I went back to the same location in which I purchased and created the account to advised them of my current issues. I had only been with T mobile internet for less than 6 months per to experiencing these issues. Sadly, customer service representative ********, advised I would need to upgrade to another wireless device and additional fees would apply. This was not what I was expecting. This was a Complete Disappointment. I work remotely and every minute I miss from working affects me detrimentally. I refused to a upgrade less than 6 months after switching over to T-Mobile. I decided it would be best to cancel the relationship with T Mobile Corporate irresponsibility, as I was a fairly new customer. ********************** has sent my account over to collections without following the legal process. Due to T Mobile irresponsibility I have lost time from work, funds and now they actions has affected my credit report. T Mobile is indeed the reason any remaining balances was on he account. All ********************** equipment was successfully returned and T Mobile has been notified. This is a old account which I experienced a horrible relationship with I cannot remember the pass code or password. I was able to very all of my personal information and T Mobile still failed to address my issues.
Customer Answer
Date: 12/18/2023
T-Mobile ****************
**************************;<**************************************************> Fri, Dec 15, 3:09?PM (3 days ago)
Hi *******,
I hope this email finds you well. By way of introduction, my name is *************************** with the **************** at T-Mobile. I am reaching out to you regarding your concerns.   Please note that I will be your direct point of contact regarding this matter.
Unfortunately, my attempt to contact you at the phone number ending in **** was unsuccessful.
I ask that you please contact me back at your earliest convenience. Below is my contact information.
I am in the office, Monday - Friday, from 10 am to 4 pm, PST.
Respectfully,
***************************
Sr. Specialist, Team CEO
Direct ************ | **************************************************
T-Mobile.com | Follow T-Mobile on Twitter, Facebook and Instagram
NOTICE: This communication may contain privileged or other confidential information. If you have received it in error, please advise the sender by reply email and immediately delete the message and any attachments without copying or disclosing the

Fri, Dec 15, 4:29?PM (3 days ago)
Reply: to **************************************************
Hi ***************************,
Unfortunately, I missed your call. Please accept my apologies. Please return my call at your earliest convenience, I will await your call.
Thank you,
*****************************
XXX-XXX-****

Mon, Dec 18, 11:19?AM (1 minute ago)
**************************************************
Good Morning *******,
Thank you for following up on the BBB complaint. In which it was a complete waste of my time again. Per our conversation, I switched over to T Mobile due to convenience and fixed rates. I was able to walk in the authorized dealer store, pick up a Gateway and begin remote work. I am beyond appalled with T Mobile's resolution.T Mobile did not take accountability for the outdated equipment and lack of customer support. There is no reason why as a new customer I should have to pay for an upgraded Gateway tower only a few months within. This is extremely unacceptable. After my multiple horrible experiences with T Mobile, I can imagine why T Mobile is not BBB accredited. I attempted to continue the relationship with T Mobile, in the same manner, as I attempted to resolve this current complaint. My relationship with T Mobile has been destroyed to an unthinkable level, due to the poor technical support, outdated gateway WiFi system and the **************** Response (***************************). All of these issues were totally out of my control. As I mentioned during our conversation, I work remotely and these multiple IT issues with T Mobile WiFi Gateway caused me a great deal of stress and hardships both physically and mentally. I was forced to use accrued leave and suffered no pay due to these many IT issues.

Fortunately, AT&T had the same setup and I switched over to AT&T. I have been with AT&T for a year now without any issues that could not be immediately addressed.
My relationship with T Mobile has been destroyed. I am on a mission to ensure my concerns are heard and other customers are aware.

Respectfully,
*****************************
XXX-XXX-****
Business Response
Date: 12/22/2023

December 22, 2023

FILED ELECTRONICALLY

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

            Re:     *****************************
                        T-Mobile Account Holder:******************************************
                        Your File No. 20997133
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated December 12, 2023,regarding the above-referenced account. Please be advised T-Mobile has confirmed that ****************************************** and ***************************** are one and the same.

T-Mobile regrets any concerns ***************************** *** have regarding the account, and we appreciate the opportunity to respond. On April 18,2022, ***************************** activated a high-speed internet line ending in **** which was subscribed to our Unlimited Home Internet rate plan for $55.00 per month including taxes.

At time of activation ***************************** was provided a Gateway bearing the International Mobile Equipment Identity (****) ending in ****. Please note the Gateways are T-Mobile-owned devices. They are provided to our customers at no cost. However, if not returned upon cancelation of service, there is a non-return fee that is assessed to the account.

Please be advised ******************************* account was billed in advance, meaning payment for services was due approximately one week prior to the end of the billing cycle. T-Mobile records confirm ******************************* billing cycle ran from the 19th of one month to the 18th of the following month and was due on the 11th before the end of the billing cycle. Based on the above, ******************************* monthly recurring charges were $55.00 including taxes and fees.

The billing statement dated September 18, 2022, in the amount of $115.00 reflected a past due balance of $55.00 which was due immediately, and new charges of $60.00 which consisted of rate plan charges, a one-time late fee, taxes and fees, and was due by October 11, 2022. A payment of $55.00 was remitted on September 22, 2022, which revised the balance to $60.00.

The billing statement dated October 18, 2022, in the amount of $122.00 reflected a past due balance of $60.00 which was due immediately, and new charges of $62.00 which consisted of rate plan charges, a one-time late fee, taxes and fees, and was due by November 11, 2023.

Due to non-payment the account was suspended on November 12, 2022. Please note, when an account is suspended due to non-payment, the following months bill statement will reflect a prorated rate plan charge from the date of suspension through the end of the billing period.

The billing statement dated November 18, 2022, in the amount of $118.00, reflected a prorated rate plan credit, a one-time late fee, and was due immediately.

The billing statement dated December 18, 2022, in the amount of $125.00 consisted of a past due balance of $118.00 which was due immediately, and new charges of $7.00 which consisted of a one-time late fee, and taxes and fees.

Due to continued non-payment, the account was canceled on December 28, 2022, at which time a prepaid return label for the Gateway bearing the **** ending in **** was sent to the email address on file. On February 6, 2023, the Gateway bearing the **** ending in **** was returned to our warehouse.

As T-Mobiles internal collection efforts were unsuccessful, on February 21, 2023, the account was referred to a third-party collection agency, Frontline Asset Strategies. A collection fee was assessed to the account in the amount of $31.25,which updated the balance to $156.25. On August 23, 2023, the balance of $156.25 was re-assigned to third-party collection agency ********************************. (CRM).

In their correspondence to your office ***************************** indicated that they had requested to cancel the high-speed internet line ending in **** after experiencing signal concerns. We regret any coverage issues ***************************** has 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. It should also be noted that a review of our records was unable to substantiate that ***************************** requested a cancelation of their service.

On September 18,2023, ***************************** contacted our ************* team to inquire about the outstanding balance. Regrettably, they were unable to successfully verify their PIN/Passcode. Please note ********************** takes account security seriously. T-Mobiles account verification policy states that if an account has a PIN/passcode, it is the first piece of information that is requested by ************* to gain access to the account. If a customer does not remember their PIN/passcode, they can change their PIN/passcode by receiving and verifying a one-time PIN that is sent to their ********************** device. Because ******************************* account is canceled and therefore, they are unable to receive the one-time PIN, they were advised to visit a ********************** retail location with a government issued identification to reset the account password before access can be granted.

Our office contacted ***************************** on December 18, 2023, regarding the above findings. ***************************** was advised because T-Mobile finds the balance in the amount of $156.25 valid and owed, we *** pursue all our legal rights and remedies to collect this debt. Should they wish to make arrangements for payment they *** contact CRM at **************.

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
Customer Answer
Date: 12/22/2023
Based on the response from T Mobile Executive Team ***************************, I would like to respectfully request that this matter remain open, unaddressed and please escalated my concerns. This resolution is unacceptable. Per the response of T-Mobile Executive Team member ***************************, main focused was my account billing in details. *************************** failed to address the quality, connectivity and service. I made every attempt to resolve the matter prior to ending my relationship with T Mobile. I appalled that I did not experience any issues with coverage, actual service, quality, and availability until well into 5 months of service. T-Mobile has failed to acknowledge that there lack of customer service and equipment has caused a great deal of hardships and financial lost for a new customer. As ********************** failure to accept accountability now as they failed to do so previously is beyond ridiculous. As a rebuttal, the account was activated April 18, 2022(Per your notes), without any issues with service. Again less than 5 months later, I begin experiences technical issues, due to no fault of my own. As a new customer ********************** resolution to addressing my concerns was to purchase a new Gateway.
I attempted to resolve this issue and continue the relationship with T Mobile, but T Mobile failed to provide great customer support that was required to continue the relationship for the account to remain open and current. There recommendation to purchase a UPGRADE was indeed horrifying. This is extremely unacceptable for a newly opened account. ********************** failed to stand by there faulty equipment and their customers has to suffer. During the visit to the local store, I advised ****** (Store Rep), the option to purchase an upgraded gateway was unacceptable, cancel services at the end of the billing cycle as I was switching over to AT&T and I will return the defected gateway. The defected gateway was return as advised.
Again, this resolution is unacceptable. I am no longer a T Mobile customer and ********************** is still causing hardships.
Best Regards,
******************************************

Customer Answer
Date: 12/22/2023

Complaint: 20997133

I am rejecting this response because:

Sincerely,

*****************************
Based on the response from T Mobile Executive Team ***************************, I would like to respectfully request that this matter remain open, unaddressed and please escalated my concerns. This resolution is unacceptable. Per the response of T-Mobile Executive Team member ***************************, main focused was my account billing in details. *************************** failed to address the quality, connectivity and service. I made every attempt to resolve the matter prior to ending my relationship with T Mobile. I appalled that I did not experience any issues with coverage, actual service, quality, and availability until well into 5 months of service. T-Mobile has failed to acknowledge that there lack of customer service and equipment has caused a great deal of hardships and financial lost for a new customer. As ********************** failure to accept accountability now as they failed to do so previously is beyond ridiculous. As a rebuttal, the account was activated April 18, 2022(Per your notes), without any issues with service. Again less than 5 months later, I begin experiences technical issues, due to no fault of my own. As a new customer ********************** resolution to addressing my concerns was to purchase a new Gateway.
I attempted to resolve this issue and continue the relationship with T Mobile, but T Mobile failed to provide great customer support that was required to continue the relationship for the account to remain open and current. There recommendation to purchase a UPGRADE was indeed horrifying. This is extremely unacceptable for a newly opened account. ********************** failed to stand by there faulty equipment and their customers has to suffer. During the visit to the local store, I advised ****** (Store Rep), the option to purchase an upgraded gateway was unacceptable, cancel services at the end of the billing cycle as I was switching over to AT&T and I will return the defected gateway. The defected gateway was return as advised.
Again, this resolution is unacceptable. I am no longer a T Mobile customer and ********************** is still causing hardships.
Best Regards,
******************************************

Business Response
Date: 01/10/2024
January 10, ****

FILED ELECTRONICALLY

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

Re: *****************************
T-Mobile Account Holder: ******************************************
Your File No. 20997133
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated December 22, 2023, regarding the above-referenced account. As indicated in T-Mobiles response to your office to the file number referenced above on December 22, 2023, ****************************************** and ***************************** are one and the same.

T-Mobile regrets any continued concerns ***************************** has regarding the account, and we appreciate the opportunity to address this matter. As mentioned in T-Mobiles response to your office on December 22, 2023, to the file number referenced above, ***************************** activated the account on April 18, 2022, with one High-Speed Internet line of service with the mobile number ending in 8371. T-Mobile is always working to improve its coverage. Unfortunately, T-Mobile is unable to guarantee coverage and service availability in all areas which may vary from location to location and may change without notice.

Additionally, as indicated in T-Mobiles response to your office on December 22, 2023, to the file number referenced above, on February 21, 2023, the account was referred to an outside collection agency with a balance of $156.25. As of August 23, 2023, the resides with ********************************. who may be contacted at ************** to discuss arrangements for payments.

Furthermore, pursuant to T-Mobile policy, customers are required to contact T-Mobiles ************* to cancel services. Please be advised, our records do not reflect a request to cancel the account and as such, *********************** position that the balance is valid and owed, remains unchanged.

Lastly, please be advised utilizing a T-Mobile Gateway, ***************************** received a Limited Warranty provided by T-Mobile. During the Limited Warranty period, ***************************** was eligible to receive an advanced replacement of their Gateway device via *********************** Handset Exchange Program. It is important to note that with our Handset Exchange Program, T-Mobile will replace the customers Gateway with a new or like new device. However, customers have the option to purchase a third-party Gateway at their own expense if they so choose. Please be advised, T-Mobile is unable to guarantee the compatibility of a third-party Gateway with T-Mobiles network.

On January 10, ****, upon speaking with *****************************, our office provided the information mentioned above and respectfully declined ******************************* request to withdraw the account from collections, and to absolve them of the balance. Should ***************************** have any questions regarding this matter, or the information provided, they may contact our office at the number below. 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: 01/17/2024
The current issue at hand has not been resolved. I will continue to seek retribution and advise future and current consumers of this issue.
Initial Complaint
Date:12/12/2023
Type:Sales and Advertising 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.
T mobile takes money from you in advance and when I asked to cancel my account, they remove all access to your account and billing. With autopay and paperless billing you no longer have access to your billing to see that there are any errors on your account. They continued to charge me for 2 wearables as a mistake that happened when I switched to another provider. Until I got my paper bill, I was unable to access my account to find this error. I had to go into a store to argue that these advance charges had to be removed since the service had already been removed weeks ago. They did not want to honor this and said that I had to continue to pay for service for the entire month like a subscription service. And that it would cancel the following month. This is NOT ok since if I had access to my account I would have caught the error and they should have credited me back for the services I am not receiving and paying for in advance. Then all credits are paid to you in prepaid Mastercards despite the fact that they all have auto billing required for their pricing. They are making all customers jump through hoops in order to get your money back and get credits. Not OK and really poor business practices .
Business Response
Date: 12/19/2023
December 19, 2023

FILED ELECTRONICALLY

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

            Re: *******************
                        Your File No. 20996616
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated December 12, 2023,regarding the above-referenced account.

T-Mobile regrets any concerns ******************* may have experienced regarding their T-Mobile account, and we appreciate the opportunity to address their concerns. T-Mobile confirms the account has been active since November 29, 2020, and currently has two DIGIT lines subscribed to our DIGITS Apple Watch rate plan at a monthly rate of $15.00 per device. Additionally, ******************* is enrolled in our optional **************** which provides a $5.00 monthly bill discount per each paid line.

T-Mobile has reviewed the account and confirmed ************************* number ending in **** was transferred to another service provider on November 16, 2023, and the mobile numbers ending in **** and **** were transferred to another service provider on November 20, 2023, and the mobile number ending in **** was transferred to another service provider on November 22, 2023. The arrangement to transfer the line of service was made directly with **************** new wireless service provider and not with T-Mobile. In fact, T-Mobiles only involvement in this transaction was to cancel the line of service after **************** new wireless service provider took control of it. In reviewing our records, the two DIGIT lines ending in remain active on the account and continue to incur monthly charges.

Please note, once phone number have been cancelled, customer will no longer have access to their My T-Mobile account app or online access at www.my.t-mobile.com is disabled and any notifications, including the final billing statement, are sent via **** Mail to the billing address on the account at the time of cancellation. This ensures that our customers are aware of any final charges or credits on their account.

Please note that **************** is billed by a system known as bill current. This means charges for **************** rate plan are billed in advance of the service being provided and become due within that billing cycle. **************** billing cycle runs from the 30th of one month through the 29th of the next month with the balance due by 21st of the month.

The billing statement dated October 29, 2023, reflected a balance of $160.00 due by November 21, 2023, for the billing period date of October 30, 2023, through November 29,2023. As ******************* is enrolled in AutoPay payment of $160.00 was remitted on November 20, 2023. The billing statement dated November 29, 2023, reflected a credit balance of $18.99 that was for monthly recurring charges for the for the two DIGIT lines in the amount of $20.00 and a pro-rated system credit of $38.66 for the bill period date of November 22, 2023, through November 29, 2023.

******************* T-Mobile confirms that on December 11, 2023, ******************* contacted our ***************** however,was unable to verify the account. Please note T-Mobile takes account security seriously. T-Mobiles account verification policy is a PIN/Passcode verification is required for **************** to gain access to the account. If the customer does not remember the PIN/Passcode, a one-time PIN is sent for verification to the customers device;however, if the customer cannot receive the one-time PIN, the customer will be directed to a ********************** retail store with government-issued photo ID.

On December 12,2023, our record confirm that ******************* was able to verify the account at which time a credit of $20.00 was applied to the account updating the account to reflect a credit balance of $38.99 that was refunded back to the method of payment used via AutoPay on November 20, 2023.

The account remains active with the two DIGIT lines ending in **** and **** and currently reflects a zero balance. We appreciate ******************* for taking time to provide details of their customer service experiences and we value their feedback. Please be assured that the quality of service provided to our customers is of our utmost priority. Should ******************* have any further questions we welcome them to contact our office at the number below. T-Mobile regrets any inconvenience 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. Should you have any further questions, please feel free to contact me at **************.

Very truly yours,

T-MOBILE ***,INC.

***************
Executive Response
Customer Answer
Date: 12/20/2023

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.
However I still stand by my complaint that there are poor business practices that 1) do not allow customers to access their account even though it remains active except for having to go into a retail store if you forget a pin that is rarely ever used especially with autopay which is required to get discounts, 2) that the practice of billing in advance and not providing money back when cancelling on a prorated basis until having to complain is not ok, and 3) that the practice of offering refunds in the form of prepaid gift cards vs a credit back on the original payment method until having to complain is also not ok. While I accept that I was able to receive resolution and appreciate the responsiveness to this complaint, these customer-unfriendly practices mentioned above need to be addressed in the future. I hope other customers will be able to see my reply so they know that they dont have to put up with these canned lines that their representatives try to tell their customers to charge you for services you are not receiving or to hold onto your funds all the more longer.

Sincerely,

*******************
Initial Complaint
Date:12/12/2023
Type:Billing 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 had an issue with my bank and tmobile I originally placed a complaint with the bbb against my bank they have resolved the issue. But now tmobile has gone out of there way to start sending me refunds I did not ask for and are making it so that my tmobile balance are past due and are charging me fees. I have called numerous of times to ensure that these refunds would be canceled and was assured I wouldn't receive them. I am standing here today with a prepaid card and an overdue balance with extra fees that I should not have to pay for. I am at the final straw since the original problem started with tmobile double charging me last month and forcing a 3rd payment out of me. I refuse to pay the extra fees for something I did not authorize.
Business Response
Date: 12/26/2023

December 26, 2023

FILED ELECTRONICALLY

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

            Re:     *****************************
                        Your File No. 20996598
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated December 12, 2023, regarding the above-referenced account.

T-Mobile regrets any concerns ***************************** may have regarding their account and appreciates the opportunity to respond. The billing statement dated October 19, 2023, reflected a balance of $242.58. The balance consisted of service charges billed in advance from October 19, 2023, through November 18, 2023, in the amount of $158.00 and equipment charges in the amount of $84.58, with payment due by November 11, 2023. Due to the accounts AutoPay enrollment, payment is remitted on the 9th of every month. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.

As such, on November 9, 2023, a payment was remitted to the account from ******************************* AutoPay payment method in the amount of $242.58. On the same date, our records reflect there was a payment in the amount of $242.58 remitted from ******************************* online account at www.T-Mobile.com. Please note, ***************************** informed T-Mobile they did not remit an online payment and disputes an online payment being made on November 9, 2023. We regret any discrepancy with the duplicate payment from November 9, 2023, and we appreciate ***************************** giving us the opportunity to resolve this matter. The second payment of $242.58 from November 9,2023, left a credit balance of $242.58. It is important to note, however, that due to payment processing timeframes, the duplicate payment was not readily visible by T-Mobile systems.

T-Mobile acknowledges that on November 9, 2023, ***************************** contacted our ************* with concerns regarding the duplicate payment. As the second payment was not yet visible in our systems, our ************* was unable to confirm a duplicate payment had been processed and ***************************** was referred to consult with their banking institution.

On November 15,2023, ***************************** contacted our ************* with ongoing concerns regarding the duplicate payment. Our ************* confirmed a duplicate payment had been processed on November 9,2023, and issued a refund to ******************************* credit card ending in **** for the first payment that was remitted on November 9, 2023. The refund was approved on November 15, 2023,which left the account with a zero balance.

On November 19,2023, the account generated a new billing statement in the amount of $192.59. The balance consisted of service charges for the billing cycle from November 19, 2023, through December 18, 2023, in the amount of $158.00, and equipment charges in the amount of $34.59, with payment due by December 11, 2023.

On November 20,2023, ***************************** contacted our ************* with concerns regarding the refund that had been issued on November 15, 2023. Our ************* confirmed the refund was rejected by the payment processor from their banking institution and as such, our ************* resolved to issue a refund via a prepaid card in the amount of $242.58, which was mailed to the accounts billing address. It is important to note that it may take up to 10 business days for mailed prepaid refund cards to be received. The refund revised the account balance to $192.59. During the same interaction, a new refund was requested for the second payment processed on November 9, 2023, in the amount of $242.58. The refund request revised the account balance to $435.17.

On November 22,2023, ***************************** remitted a payment in the amount of $242.58, which revised the account balance to $192.59.

On December 5, 2023,***************************** contacted our ************* with concerns regarding the payment refund issued on November 20, 2023, for the second payment made on November 9,2023. Our ************* confirmed the refund was also rejected by their banking institution and as such, ************* resolved to issue a refund via a prepaid refund card in the amount of $242.58, which was mailed to the accounts billing address.

On December 7, 2023,***************************** contacted our ************* to dispute the payment they had remitted on November 22, 2023. Our ************* processed a refund and due to previous refund rejections by their financial institutions payment processor, we requested a prepaid refund card to be mailed to the accounts billing address. The refund revised the accounts balance to $435.17.

On December 9, 2023,a payment in the amount of $192.59 was remitted to the account from ******************************* AutoPay payment method for the November 19, 2023, billing statement. The payment revised the account balance to $242.58.

On December 11,2023, T-Mobile received a return payment notice from ******************************* banking institution for the payment of $242.58 that was remitted on November 22, 2023. As T-Mobile had already issued a refund via a prepaid refund card on December 7, 2023, the amount of the returned payment,$242.58 was charged back to the account as a pending charge to impact the December 19, 2023, billing statement, and a $25.00 returned payment fee was charged to the account, which revised the accounts balance to $267.58.

On December 14,2023, ***************************** remitted payments to the account in the amount $242.58 and $25.00, which revised the account balance to zero.

Upon review of the account, ********************** confirms that ***************************** has been issued three refunds each in the amount of $242.58 via prepaid refund cards, which have been mailed to the accounts billing address. As a refund was issued for the payment made on November 22, 2023, which was later returned to T-Mobile as unpaid on December 11, 2023, due to a customer chargeback, it is *********************** position that the charge back in the amount of $242.58 for the returned payment is valid, as is the payment returned fee assessed in the amount of $25.00.

On December 19,2023, our office spoke to ***************************** and apprised them of the above information. To amicably resolve this matter, we issued a goodwill credit to the account in the amount of $242.58 for the amount of the returned payment. We also agreed to adjust any late payment fees reflected on the December 19, 2023,billing statement. Additionally, we issued a credit of $25.00 to the account for the return payment fee.

The billing statement dated December 18, 2023, reflects a balance of $409.37 for services billed in advance from December 19, 2023, through January 18, ****, for monthly service charges, monthly EIP charges, and the $242.58 returned payment charge. The credits of $267.58 that were issued between December 19, 2023, and December 22, 2023, leave a reduced balance of $141.79,which is scheduled for payment via AutoPay on January 9, ****.   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
Initial Complaint
Date:12/12/2023
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.
On Dec. 8th at 5:57am I logged on to the t-mobile website to make a payment arraingemt of a bill of ****** for what I do not know why . My phone was disconnected on 12/12/23. I called at 730am and was on hold until 930am . The represenative told me that the office is closed . Im wondering why does it not say that when I call to have me waiting on hold that long is ridicoulous . So I asked to have to support waived of ***** because I have no internet because its bundled in my plan they refused. That should have been a courtesy for having me on hold for so long . I also made a pay arrangemet on Dec 8th for my past due balance the first payment was supposed tk be drafted on 12/21 but my phone was disconneted on the 12th. I was informed that the arrangement did not go through for whatever reason , so i asked for a waived because its ***** restore fee. I cannot afford that its christmas and times are hard . I had the worst customer service expieirnce i have ever had with T-*mobile i have been a customer since 2018. ******************************* *** these are the reps I spoke with at 930 am. I called back and was on hold for another hour , representative finally answered the phone mind you im at work helping a patient (rep hangs up ) instead of holding for me like I have held on the line for a hour they hang up and did not call back .I called back and waited another hour and still was unable to get assistance on the 60. restore fee and the reps still would not waive the ***** support fee . Spoke with another supervisor she finally waived the support fee I paid ****** and asked to extend the payment arrangement because the payment arrangement was for dec 19th and dec.21 which does not make any sense because. she finally told me to make another payment this week and another payment on the 21st .I will be leaving T-mobile because of the worst customer service I expierienced I see that T-mobile would rather loose a vauled customer over ***** .
Business Response
Date: 12/22/2023
December 22, 2023

FILED ELECTRONICALLY

H3****536353435313639H
*****************************************
*****, ** *****

            Re:     *************************************
                        Your File No. 20996536
                        H3136343****032363837H Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(H3136343****032363837H) is in receipt of your correspondence dated December 12,2023,regarding the above-referenced account.

T Mobile regrets to hear of ************************************* concerns regarding the billing on their account,and we appreciate the opportunity to respond. On January 1, 2020, ************************************* activated four voice lines ending in ****, ****, **** and ****, subscribed to our Magenta two-line rate plan at the monthly cost of $130.00 per month for all four lines after a $25.00 Line Discount on each of the lines ending in **** and ****. The account has two DIGITS line ending in **** and 7968,subscribed to our Data with paired DIGITS rate plan for $15.00 per month,one H333334393036373****3H Internet line ending ****, subscribed to H333334393036373****3H Internet 5GB for $25.00 per month, and one Home Internet line ending in ****, subscribed to H3136343****032363837H 5G Home Internet for $55.00 per month.

Upon review, there is no record of ************************************* setting up a payment arrangement on December 8, 2023. Since the account was past due in the amount of $298.89 and H3136343****032363837H had not received a payment to bring the account current, on December 12, 2023, the account was suspended for non-payment. Per H3136343****032363837Hs policy when a customer contacts ********************** ************* to make a payment or setting up a payment arrangement, H3136343****032363837H will charge a payment support fee. If a customer does not want to pay this fee, they can go to the H3136343****032363837H Application on their phone or they can go to MyH3136343****032363837H.com to set up a payment arrangement free of charge.

On December 12, 2023, ************************************* contacted H3136343****032363837H ************* requesting to restore the account. At this *************************** assisted ************************************* in setting up a two-part payment arrangement. The first amount of $60.00 as due on December 15, 2023, and the second part was due on December 21, 2023, in the amount of $238.89. Since H3136343****032363837H ************* Team helped *************************************** in setting up the payment arrangement there was a payment support fee charged in the amount of $10.00. However, on the same day H3136343****032363837H placed a credit on the account in the amount of $10.00 for the payment support fee. Additionally, as stated in H3136343****032363837Hs policy,if we suspend a customers service and then later reinstate it, a fee may be assessed. Since there was a payment arrangement set up on December 12, 2023, the account was restored from non-payment and there was a restore fee in the amount of $20.00 plus taxes for three lines of service for a total of $60.00 plus taxes.

Upon speaking to *************************************** on December 15,2023, in order to amicably resolve Santayanna Mitchelles concern, H3136343****032363837H placed a credit on the account in the amount of $70.00 for the restore fees and payment support charge. Furthermore, H3136343****032363837H deleted the payment arrangement set up on December 12, 2023. As a courtesy H3136343****032363837H placed a collection hold on the account until March 24, 2023, to allow *************************************** additional time to bring the account current. It should be noted that the collection hold will not avoid monthly charges from accumulating, but it will avoid the account from being suspended. As such, we encourage *************************************** to bring the account current prior to the collection hold expiration date to avoid suspension.H3136343****032363837H regrets any inconvenience to ***************************************.

Based on the foregoing, we respectfully request this complaint against H3136343****032363837H 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
Initial Complaint
Date:12/12/2023
Type:Order 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 signed up for TMobile signing a 2 year contract approximately 6 months ago. I signed up for a promotion where I traded in 2 phones to receive $800 of each of the 2 new phones. That would have meant the new phones would cost me $200 each. Unfortunately I had no service. I was calling constantly and in the end their tech support informed me I was not in a covered area even though their map says I am. They said I have no choice but to switch to another provider and assured me I qualified to do so and the contract was void due to no service. Now they are charging me full price for the phones and refuse to give me the credit for my old phones. I should only owe $400 not $1500. They took my phones and refuse to credit me the $800 each that I signed up for.
Customer Answer
Date: 12/13/2023
The company resolved this issue today.
Initial Complaint
Date:12/12/2023
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.
visited the T-Mobile store on October 15, ***** to upgrade my phone. During process, I was informed that I needed to switch to one of the newer plans to qualify for the phone upgrade promotion. After discussing available plan options with a rep, I agreed to the $160 plan for the 5 lines on my account. I signed the "Terms of Service," which clearly outlined the total cost of the new plan for all 5 lines.When I received my bill the following month, I noticed that I was charged $220 instead of the agreed-upon $160. I contacted T-Mobile immediately and spoke with multiple representatives, all of whom requested a copy of the contract but there was no way for me to send it to them electronically and I had to bring it to one of their stores. Following their advice, I visited the T-Mobile store with the document in hand, only to find that the store reps were unaware of the process for updating my account bill with the provided "Terms of Service. While in-store call with a T-Mobile rep we called T-Mobile customer service and assurances were made that my account would be credited $60 for the overcharge, and my future bills would align with the agreed-upon $160 plan. However, upon receiving my subsequent bill, the issue persisted, with the charge remaining at $220.I called T-Mobile today and I was informed that the plan their website now is $160 for the first two lines, with each additional line costing $40. This contradicts the plan I signed for, as the Terms of Service I possess do not reflect this structure. Despite my repeated requests to be charged according to the agreed-upon Terms of Service, T-Mobile has been unwilling to honor this agreement. Furthermore, the company claims not to have a copy of the specific Terms of Service I referenced, yet no avenue has been provided for me to submit it for verification.Im very concerned about this discrepancy and insist on a resolution that aligns with the agreed-upon terms. T-Mobile cannot unilaterally adjust my charges.
Business Response
Date: 12/20/2023
December 20, 2023

FILED ELECTRONICALLY

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

Re: ***************************
Your File No. 20995314
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated December 12, 2023, regarding the above-referenced account.

T-Mobile regrets any inconvenience *************************** experienced and we appreciate the opportunity to address their concerns. Our records confirm on October 16, 2023, *************************** took advantage of our Equipment Installment Plan (EIP) to purchase four Apple iPhone 15 devices each priced at $829.99 and agreed to 24 monthly installments of $34.59 each per device.

The purchases qualified and received the benefit of the Apple Trade ******** offer which stipulated that from October 6, 2023, through November 15, 2023, customers could get up to $830.00 off the Apple iPhone 15 series, via one-time trade-in credit and Recurring Device Credits (RDC) when they purchased it on EIP, traded in a qualifying phone, and had or switched to the Go5G Plus rate plan.

Further review confirms that *************************** updated their rate plan to the Go5G Plus at $160.00 per month for the first two lines and $40.00 per month for each additional line to qualify for the above-mentioned offer. *************************** also receives the AutoPay discount of $5.00 per line for a total of $25.00. Additionally, on November 9, 2023, our ************* manually added the Line Discount ******** which covers the cost of one line in the form of a monthly credit of $35.00. As such, after discounts, *************************** monthly recurring charges for their rate plan (not including devices and feature) are expected to be of approximately $220.00.

On December 15, 2023, T-Mobile contacted ***************************. In an effort to amicably resolve their concerns, T-Mobile agreed to enroll their account in the T-Mobile Insider discount which will provide 20% off their rate plan (after all other discounts) as long as they remain subscribed to the Go5G Plus rate plan. The discount will be of approximately of $51.00, and this will reduce the rate plan monthly recurring charges to approximately $169.00 plus their EIP and features. Additionally, T-Mobile issued a credit of $51.00 to *************************** account. *************************** accepted the discount and the credit as resolution to their concerns and their account remains active with a revised balance of $189.75 due on January 2, 2024.

Please be assured T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during *************************** recent contact with our retail location. T-Mobile regrets any inconvenience *************************** experienced.

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:12/12/2023
Type:Billing 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 terminated cell service on Nov 7th. Received a bill for ***** on Nov 18th that I mailed on Nov 25th after Thanksgiving Holiday week. Received another bill for ***** on Nov 29th that included a late charge of $7. I mailed out this payment on Dec 1st and indicated on both the bill and the check that I was paying this but was disputing the charges, On Nov 2nd I received a collection notice from *********************** dated Nov 26th, for the ***** indicating T-Mobile as the creditor, the account number, misspelled last name, and the same amount as the last bill from T-Mobile. I have spent several hours on the phone with T-Mobile ************************ and talked to no less that six different employees. Each time I explained the situation I specifically stated I was disputing the charges, and that I was requesting digital access or hard copy records for billing to do so since once I ported out my lines I no longer had access to those. The reps stated that they had not sent it to Collections, but did not want to see the notice I had. My request for the billing statements was ignored except for one of the six reps who said she would send them to me. Nothing has been received to date. This matter was turned over to COLLECTIONS even before I received the 2nd bill and this occurred in only 14 or 19 days (using collection notice data) after going to another carrier. I thought the law required at least 30 days as well as notice to me and lest us not forget that I paid both billing notices during this period. I found T-Mobile **************** either unwilling or incapable of assisting me resolve this matter and to provide the requested documents for disputing the charges and the fact they dispute this being sent to collections despite my letter to the contrary.
Business Response
Date: 12/26/2023
December 26, 2023

FILED ELECTRONICALLY

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

Re: *****************************
T-Mobile Account Holder: *****************************
Your File No. 20995290
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated November 29, 2023, regarding the above-referenced account. Please be advised the account holder of record is *****************************. T-Mobile confirmed that ***************************** and ***************************** are one and the same.

T-Mobile regrets to hear ***************************** concerns regarding their account, and we appreciate the opportunity to respond. Prior to its cancellation, ******* Demtseys account was active with two lines of service subscribed to the Magenta 55+ rate plan at $70.00 per month after AutoPay discount. Additionally, *********************** account was subscribed to the ************************ at $15.49 per month, however, it also received the benefit of the ******* on Us discount of $8.99 making their ******* subscription $6.50 per month.

AutoPay is a free service that automatically deducts payments from a customers credit card or checking account to pay their ********************** bill. Customers on eligible rate plans may also receive a monthly bill credit for using AutoPay. It is important to note, AutoPay does not automatically cancel when an account is cancelled, and this must be removed upon request.

*********************** account was billed by a system known as bill current. This means charges for *********************** rate plan were billed in advance of the service being provided and became due within that billing cycle. *********************** billing cycle ran from the 21st of the month, ended on the 20th of the following month and as such, the bill due date was on the 13th of the month prior to the start of a new billing cycle. AutoPay would then draft the charges by or around the 11th of the month.

The billing statement dated October 20, 2023, reflected a total balance due in the amount of $77.35. This balance consisted monthly recurring charges, as well as applicable taxes and fees and it was set for automatic draft through AutoPay on November 11, 2023.

T-Mobile records confirm ***************************** cancelled their account on November 7, 2023, when they ported their mobile numbers to another service provider. ***************************** also requested the cancellation of AutoPay which was completed accordingly. Pursuant to T-Mobile policy, customers are responsible for all charges through the end of their service term. Accordingly, ***************************** was billed through November 20, 2023. Please note, as there was no payment made for the billing statement dated October 20, 2023, this created a late payment fee of $7.00.

After cancellation, the billing statement dated November 20, 2023, reflected a total balance due in the amount of $51.53. This balance consisted of a past due balance in the amount of $77.35, and prorated credits in the amount of $23.82 due to cancellation.

On December 5, 2023, ***************************** spoke with ************* who confirmed the cancellation on November 7, 2023. ***************************** was also advised that he had a regular bill that was due on November 13th, and that he would have been charged until the end of the billing cycle that would give ***************************** the final bill in December.

On December 11, 2023, ***************************** spoke with ************* and advised that there was a double payment made. ************* again advised that due to the cancellation of AutoPay on November 1, 2023, ***************************** was responsible for the payment of $77.35 on the due date of November 13, 2023. As there were two remitted payments made after this date in the amount of $77.35 on December 1, 2023, and $51.53 on December 6, 2023, these payments are considered late and a late fee of $7.00 was applied. ************* also advised that he received a revised bill due to the account cancellation mid-cycle. As a result, ***************************** would have received two billing statements, one with the normal cycle charges of $77.35, and another for the revised final billing statement in the amount of $51.53. Due to the double payment, ************* refunded the charged of $77.35 thus bringing the account balance to a zero balance.

Our office spoke with ***************************** on December 18, 2023, in which we advised of the above findings. ***************************** was advised that there was no collection associated with this account. Pursuant ***************************** s request, our office has sent the bill reprints of May 2021 through June 2021 and September 2023 through November 2023. 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: 12/28/2023

Complaint: 20995290

I am rejecting this response because:

I have not received any of the statements that I requested contrary to TMobile's response. The Executive Response Team provided a decision on December 18th much in line with the one provided here. In my response to that decision, I reiterated NO documents were provided. Additionally, I emphasized that they had not responded to the Collection notice that I submitted along with other documents on December 16th. I provided the physical document showing the action along with the misspelled last name, account number and the second billed amount. It should also be noted that the refund of the first amout I paid only occurred after 4 phone calls, talking to 6 persons including 2 supervisors, a complaint to the BBB, and a complaint to the **** Regarding the bill and late fees, the first bill was erroneous as to the amount involved as acknowledged by TMobile. The second bill, allegedly correct one, was not generated until Nov 20th and not received by me until Nov 29th. However TMobile had already submitted this to collections at ********************** on or before Nov. 26th. The bill was tendered to collections prior to me even receiving it. I do not know yet what harm, if any, is attributable to the action. The system would not allow me to upload the Collection Notice in its present form. But I can and will provide this.
Sincerely,

*****************************
Customer Answer
Date: 12/28/2023
Here is the document that I could not upload earlier. I converted it to PDF in hopes it would work this time. It is the Collections letter that I received from *********************** the collections agency that a T-Mobile Supervisor told me they use. This nonexistent document according to T-Mobile, clearly shows my information being provided to *********************** including my misspelled last name, account number, alleged revised/corrected amount due and the date of that T-Mobile notice. Clearly, that is not coincidental. Also, the date of the Collections Notice to me is Nov. 26th which was only 19 days after I terminated service with T-Mobile and before I even received the adjusted amount (which I still dispute and cannot substantiate because T-Mobile continues to refuse to provide my billing statements). I feel their actions in this matter have been arbitrary and capricious, and possibly in violation of regulations regarding debt collection as it did not even approach the 30 days I believe they are required to wait.
Business Response
Date: 01/15/2024


January 15, 2024

FILED ELECTRONICALLY

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

Re: *****************************
Your File No. 20995290
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated December 28, 2023, regarding the above-referenced account.

T-Mobile regrets any continued concerns ***************************** has regarding their account, and we appreciate the opportunity to respond. As stated in our previously response to your office on December 26, 2023, ***************************** did not remitted a payment for the billing statement dated October 20, 2023, for $77.35. ***************************** canceled their account on November 7, 2023, when they ported their mobile numbers to another service provider.

*********************** billing cycle ran from the 21st of one month to the 20th of the following month. Pursuant to T-Mobile policy, customers are responsible for all charges through the end of their service term. Accordingly, ***************************** was billed through November 20, 2023.

The billing statement dated November 20, 2023, reflected a balance of $51.53 which included the past due balance of $77.35 and new charges for a late payment fee of $7.00, less systematic account credits totaling $32.82 for prorated services.

On December 1, 2023, ***************************** remitted a payment of $77.35, updating the balance to a credit balance of $25.82. Additionally, on December 6, 2023, ***************************** remitted a payment of $51.53, updating the balance to a credit balance of $77.35. On December 12, 2023, T-Mobile refunded ***************************** the payment made on December 1, 2023, of $77.35, updating the balance to zero.

On December 18, 223, our office spoke with ***************************** and provided our findings. Additionally, on December 20, 2023, pursuant to *********************** request, T-Mobile sent them their billing statements from May 2021, through June 2021, and September 2023 through November 2023. Please be advised it may take up to ten business days for receipt of the billing statements.

Regarding the spelling of *********************** last name, please be advised due to an inadvertent error, their last name was spelled *******; however, on January 15, 2024, T-Mobile corrected the spelling and it now reflects as *******.

Finally, please note that T-Mobile engages third-party collection agencies for pre-collection assistance to collect on past due balances. Although ***************************** may have been contacted by a third-party debt collector, in this capacity as a pre-collection agency, they did not report this delinquency to any credit bureau and therefore, there should not be any negative information in their credit file. T-Mobile regrets any inconvenience to ******************************

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

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

Very truly yours,

T-MOBILE USA, INC.

*********************
Executive Response
Customer Answer
Date: 01/19/2024

Complaint: 20995290

I am rejecting this response because:
T-Mobile was less than cooperative in providing documents that I had requested for disputing their double billing of charges. Although these were finally received on January 29 this was only after telephone conversations with 5 TMO **************** ***** ********* to ********************, ********* to FCC, and two email exchanges with their Executive Response person. TMO was also not forthcoming with acknowledgement of submitting this matter to a collections agency. In fact they denied and lied by omission until their most recent response to the BBB. I had to request a "debt verification" and submit a response to ********** Systems, collection agency because TMO sent what they considered an overdue bill to collections after 19 days from terminating service with them and while I was waiting for the paper bill to arrive and assessed a late charge. There has also been an additional notification from a different collection agency that I received on January 16.

Sincerely,

*****************************
Business Response
Date: 01/30/2024
January 30, ****

FILED ELECTRONICALLY

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

Re: *****************************
Your File No. 20995290
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated January 25, ****, regarding the above-referenced account.

T-Mobile regrets any continued concerns ***************************** has regarding their account, and we appreciate the opportunity to respond. As stated in our previously response to your office on December 26, 2023, ***************************** had not remitted a payment for the bill dated October 20, 2023, for the amount of $77.35. ***************************** remitted payments made after this date in the amount of $77.35 on December 1, 2023, and $51.53 on December 6, 2023. As the bill was revised ************* refunded the $77.35 payment. It is important to note, if an account carries a past due balance, T-Mobile will send collection notifications regarding the balance.

As no payments were made for the billing periods of September 21, 2023, through November 20, 2023, a collection notice was issued. When our office spoke with ***************************** on December 18, 2023, the balance had already been resolved and there was no collection status on this account. Pursuant to *********************** request the billing statements from May 2021 through June 2021 and September 2023 through November 2023 were reprinted and sent to the address provided on December 20, 2023, at no charge to ******************************

As of the date of this letter, the account remains closed with a zero balance. T-Mobile regrets any inconvenience to *****************************. 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: 01/31/2024

Complaint: 20995290

I am rejecting this response because: I find it inadequate and does not address this matter appropriately and adequately. I have provided a more in depth explanation of the entire matter in the attached PDF file.

Sincerely,

*****************************

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