Business Profile

Cell Phone Supplies

T-Mobile USA, Inc.

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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

27,353 total complaints in the last 3 years.
7,936 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:09/26/2023
Type:Customer Service 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 need one person from your corporate office not customer service relations to contact me. I need to fix my account and also get my 2 phones fixed. I always have to call in ask for supervisor but they always seem to be busy every time I call in. Plus I never get a call back even though I always ask for one.
Business Response
Date: 10/02/2023
October 2, 2023

FILED ELECTRONICALLY

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

Re: ***************************
Your File No. 20658175
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 26, 2023, regarding the above-referenced account.

T-Mobile regrets any concerns *************************** may have experienced regarding the listed above account, and we appreciate the opportunity to respond.

T-Mobile is always working to improve its coverage, and we regret any service concerns *************************** may have experienced. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on ******************************* account and based on the coverage map, confirms their account address is in an excellent coverage area with no known issues.

Please note we have no recent record of *************************** contacting us with concerns regarding their coverage. 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.

Upon speaking with *************************** on September 27, 2023, T-Mobile apprised them of the above. In an effort to come to an amicable resolution T-Mobile processed a warranty exchange for ***************************** handset. Please note, *************************** mentioned they were not concerned with the other handset as they were inquiring about upgrade options. T-Mobile apprised *************************** of our current promotional offers and they requested a call back. T-Mobile made attempts to contact *************************** on September 28, 2023, and September 29, 2023, which proved to be unsuccessful. Should *************************** wish to process an upgrade they may contact our ************* at **************. Otherwise, they may contact our office at the number listed 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
Initial Complaint
Date:09/26/2023
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.
Date of ******************** began November 2022 We pay TMobile $152 monthly for internet service and cell service They committed to and promised 5G service in our area, which they cannot provide. They also promised ****** Mbps internet speed, and we mostly have 1Mbps or less, so we can't run Zoom sessions, which are required in our communication training business, or download email. We simply can't do business on line or watch streaming services on television. I have logged over 20 calls to Tech Support and Supervisors. And while some provide an overnight fix, the internet speed always goes back to near zero. And they always lie about they can or are going to do, like escalate it to engineering, etc. We have no other options in Northern **********, so we need this to work. Business Unlimited Account # *********
Business Response
Date: 10/09/2023

October 9, 2023

FILED ELECTRONICALLY

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

Re: *********************
T-Mobile Account Holder: Eloqui
Your File No. 20658112
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 26, 2023, regarding the above-referenced account. Please be advised the account holder of record is ******, and ********************* is designated as an authorized user of the account.

********************** regrets any concerns ********************* *** have experienced regarding the above-referenced account, and we appreciate the opportunity to respond. T-Mobile records confirm on November 7, 2022, ********************* activated a T-Mobile Home Internet line of service ending in **** and subscribed to our 5G Small Business Internet rate plan for $50.00 plus taxes and fees per month. In addition, ********************* was provided with a Gateway device to use with the T-Mobile ********************* at no cost.

Please note ***************** account is currently enrolled in AutoPay. 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 *** also receive a $5.00 monthly bill credit per line for using AutoPay with an eligible payment method.

T-Mobile records indicate on November 12, 2022, ********************* activated two voice lines of service ending in **** and ****, which subscribed to our Business Unlimited Select rate plan for $100.00 plus taxes and fees per month. Please note, because ********************* activated at least one voice line, their account qualified for our 2023 HINT P6 promotion and receives monthly bill credits of $10.00. Further, on the same day ********************* qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of two ****** Pixel 7 128GB handsets via 24 monthly installments of $50.00 for both handsets.

T-Mobile records indicate on December 13, 2022, ********************* contacted T-Mobile and spoke with our ************** team regarding coverage concerns. Our ************** team completed appropriate troubleshooting steps with ********************* to resolve their coverage concerns and advised them of local tower site issues impacting coverage performance in and around their home area at that time. In addition, our ************** team applied a courtesy credit of $80.00 to their account. Further, on the following day of December 14, 2022, our ************* team applied an additional courtesy credit of $101.34 to the account.

********************** records indicate on September 11, 2023, T-Mobile applied a courtesy credit of $40.00 to the account related to ***************** coverage concerns.

In ***************** letter to your office, they indicate they are not able to use service with their handset in or around their home. We regret any coverage concerns ********************* 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. T-Mobile has verified the address on ***************** account and based on the coverage map, confirms their account address is in a good coverage area with no known issues.

Please note our goal is to provide our customers with the best experience possible. T-Mobile Home Internet customers can expect to receive download speeds on our 5G network between 33 to 182 Mbps depending on coverage availability, as indicated at ***************************************************************************************************; T-Mobile provides Home Internet through the air over our cellular network, which is why we do not quote specific speeds. Therefore, speeds can vary depending on location, signal strength, availability, time of day, and other factors.

On September 29, 2023, our office contacted ********************* by email and they informed us they were traveling internationally at that time and were therefore unable to speak with us by phone. As such, we engaged our engineering team on the same day and requested they review ***************** home coverage area in ********, ** 87506. Further, on October 7, 2023, we contacted ********************* by email and informed them our engineering team reviewed their home coverage area and reported no local tower site issues and/or maintenance events in their home coverage area currently impacting service performance. Moving forward, ********************* *** contact us directly at the number below if they choose to further discuss their coverage 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
Customer Answer
Date: 10/09/2023
The representative from TMobile seems confused about what service we're complaining about. She referred to poor service on a "handset", which indicates that she thinks this is a problem with a cell phone. It is not. It is a complaint about substandard service on our internet service. My file with TMobile indicates that I have contacted them multiple times just trying to get basic service so that my business can run Zoom sessions for the training we provide, and view streaming services.
Furthermore, the TMobile rep ****** that while they can't guarantee internet speed, we should expect at least 30Mbps and upwards, yet most days we receive less than 1Mbps, which doesn't allow us to even run a Zoom session, which shuts down our business. We have lost business over this issue. Another look at our file shows that TMobile has refunded most of the money we have paid them for ***************** which shows that they agree that we have substandard or no service as far as internet. We have asked for any technical support they can provide because we have few other options, and when we signed with TMobile, they told us they would provide 5G network and 80-180Mbps. I have personally spent countless hours on the phone trying to remedy the situation to no avail. Yet, tech support supervisors and workers have promised over and over again that they could and would fix the problem. Not one of them has been successful, and very few have called me back to report progress, which they promised. This seems like simple fraud, on the face of it.
I attempted several times to speak directly to their corporate offices, even the Office of the President of TMobile. Every call was shunted to **** or the *********** and when I complained, the rep said that you cannot reach the corporate offices directly. I have to pay TMobile in order to file a complaint, which is why I came to BBB. Please do what you can. Thank you.
Customer Answer
Date: 10/17/2023
I was in Europe working when I received your email for more information. It was October 9, and I responded the same day, as you can see in my file. I explained that the matter was not resolved and why in detail.
The next email I received was yesterday, October 17 stating that the matter was closed. Please re-open the complaint/case, and do anything you can to weigh in on the matter. The excuses the TMobile rep gave, as you notice, did not ever say that they now provide me with even minimal service. They do not, and I have no other resources available to me in the Northern ********** area where I live and run a business for internet service.
Thank you,
*********************
Business Response
Date: 10/26/2023
October 26, 2023

FILED ELECTRONICALLY

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

Re:     *********************
                        T-Mobile Account Holder: Eloqui
                        Your File No. 20658112
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated October 9, 2023,regarding the above-referenced account. Please be advised the account holder of record is ******, and ********************* is designated as an authorized user of the account.

T-Mobile regrets any continued concerns ********************* *** have experienced regarding the above-referenced account, and we appreciate the opportunity to respond. T-Mobile records confirm ********************* currently has two active voice lines of service ending in **** and ****, which are subscribed to our Business Unlimited Select rate plan for $100.00 monthly, plus taxes and fees. In addition, ********************* has one active Home Internet line ending in ****, which is subscribed to our 5G Small Business Internet rate plan for $50.00 plus taxes and fees per month.

********************* previously qualified for and took advantage of our Equipment Installment Plan (***) on November 12, 2022, with the purchase of two ****** Pixel 7 128GB handsets on the lines ending in **** and **** via 24 monthly installments of $50.00 for both handsets. Please note, the lines ending in **** and **** previously qualified for the now expired *** 2022 ****** Activate P5 promotion at the time of purchase; however, regrettably the promotion was unenrolled from both lines due to an ineligible rate plan. Our records indicate on January 5, 2023, the rate plan was changed from our Business Unlimited Advanced rate plan for $130.00 monthly plus taxes and fees, which was an eligible rate plan for the *** 2022 ****** Activate P5 promotion, to our Business Unlimited Select rate plan for $100.00 monthly, plus taxes and fees, which is not an eligible rate plan for the promotion. As such,the *** 2022 ****** Activate P5 promotion was unenrolled and the associated monthly Recurring Device Credits (RDCs) of $25.00 on each line ending in **** and **** were discontinued.

Please note in ***************** correspondence to your office, they stated that our previous letter to your office dated October 9, 2023, included the indication and misperception that their coverage concerns were related to their handset and not their Home Internet service. We regret any misunderstanding this *** have caused ********************** As referenced in our previous letter to your office dated October 9, 2023, we regret any coverage concerns ********************* 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. T-Mobile has verified the address on ***** Booths account and based on the coverage map, confirms their account address is in a good coverage area with no known issues.

Further, please note our goal is to provide our customers with the best experience possible. T-Mobile Home Internet customers can expect to receive download speeds on our 5G network between 33 to 182 Mbps depending on coverage availability, as indicated at ***************************************************************************************************; T-Mobile provides Home Internet through the air over our cellular network, which is why we do not quote specific speeds.Therefore, speeds can vary depending on location, signal strength,availability, time of day, and other factors.

In addition, in ***************** correspondence to your office they stated they attempted to contact our office several times. As stated in our previous letter to your office, on September 29, 2023, our office contacted ********************* by email and they informed us they were traveling internationally at that time and therefore, they were unable to speak with us by phone. Additionally, on the same day we engaged our engineering team and requested they review ***************** coverage area in ********, ** 87506. Further, on October 7,2023, we contacted ********************* by email and informed them that our engineering team reported no local tower site issues and/or maintenance events in their home coverage area currently impacting service performance.

On October 25, 2023, our office spoke with ********************* and informed him of the above referenced information. In addition, we engaged our engineering team again and requested they review the connectivity associated to the Home Internet line ending in ****. We advised ********************* we would follow up with them within three to four business days to discuss our engineering teams findings.

Furthermore, as a gesture of goodwill, we manually enrolled the *** 2022 ****** Activate P5 promotion to both lines ending in **** and **** and moving forward, the lines will each receive monthly RDCs of $25.00 for the remainder of the *** associated with both ****** Pixel 7 128GB handsets. Lastly,we created a follow-up to review the account within 30 days and to ensure the *** 2022 ****** Activate P5 promotion remains active. Please note, if the promotion is unenrolled,at that time we agree to credit the any remaining *** balance of one of the ****** Pixel 7 128GB handsets as a courtesy to ********************** Please be advised ***************** rate plan was not changed and remains subscribed to our Business Unlimited Select rate plan. As of the date of this letter,***************** account remains active with a zero balance. T-Mobile regrets any inconvenience this matter *** have caused *********************.

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: 10/27/2023
Following this email, I will click on "Accept" to close out this matter. I have spoken to the TMobile rep and am satisfied with her actions and response. But here are salient details no current or prospective customer of ********************** should know:
It took countless hours since I signed up with TMobile in November 2022 to get this matter addressed and finally fixed, I hope. To that date, we had sketchy internet service at best. I was shunted to ***************, **** and other places on the globe, speaking to people who had basic tech support skills and consistently made up things, such as "They're working on your tower and it should be finished by the end of the week." Total falsehoods. I suggest they dump all offshore (cheap) call centers and focus on training U.S. based teams.
The next item is that the statement by the TMobile rep that there is good/adequate coverage in this area. Wrong. My neighbor, an investigative journalist and professor, signed up with TMobile, then dumped them in a month because of inadequate internet. He does research and delivers classes via Zoom. We had to cancel Zoom sessions with clients because we had .5Mbps up to the teens, which wasn't enough for our business purposes.
So, to save others many months of frustration, place a complaint with the BBB in the area where the firm is headquartered and you'll get a response. As I did, enabling you to speak to a professional with decision-making and problem solving capabilities. Until they they change their business and training models entirely, it's a waste of time. But, thank you for finally fixing this matter, I hope.
Customer Answer
Date: 10/31/2023

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.

Sincerely,

*********************
Initial Complaint
Date:09/26/2023
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.
I contacted T-Mobile about switching from ******** I was promised a bill of $150 a month for three lines and they would pay off my 3 phones. After the first month my bill jumped to $250 and suddenly no pay offs. My request was denied for no explained reason and so they resubmitted it now they are telling me they pulled my promo cause I cancelled a line???? I still have all the lines. It has been nothing but false promises from this company. Id like my bill to be as promised and my phones paid off as promised. Pretty sure we signed an agreement to this. We have a $1300 debt on these phones. We would have stayed with ******* had we known we were gonna get scammed and get our credit ruined for waiting for the phone pay off.
Business Response
Date: 10/09/2023

October 9, 2023

FILED ELECTRONICALLY

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

Re: *****************************
Your File No. 20658078
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 26,2023, regarding the above-referenced account.

T-Mobile regrets any concerns ***************************** may have experienced regarding the above account, and we appreciate the opportunity to respond. ***************************** activated the above account on August 11, 2023, completed a Change of Responsibility (COR), and transferred the line ending in **** to their account. 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.

In addition, on August 11, 2023, ***************************** activated three new voice lines of service ending in ****, ****, and ****, which were subscribed to our Go5G Plus rate plan with a base cost of $160.00 monthly, including taxes and fees for two voice lines of service, and $40.00 monthly for each additional line. Please note, beginning on July 13, 2023, to August 23, 2023, T-Mobile offered our Line Discount ******** promotion, in which new customers could receive their third voice line at no cost, up to $50.00 via monthly bill credits, when they activated at least three new voice lines of service and when customers subscribed to a Go5G Plus or eligible rate plan. It is important to note, to retain the Line Discount ******** promotion, customers must maintain the same number of newly activated voice lines, which includes the free line, for one year after the promotions start date of July 11, 2023. Further, after one year, customers must keep at least two paid voice lines and the free new line that was activated to continue eligibility.

Please note, ******************************* account 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 12th of one month through the 11th of the next month. Notice of the monthly recurring charges and feature charges are available on or around the 11th of the month, and those charges are then due on or around the 4th.

******************************* account was enrolled in AutoPay at the time of activation. 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 of $5.00 per line, for up to eight lines, while enrolled in AutoPay with an eligible payment method.

The billing statement dated August 12, 2023, reflected a balance owed in the amount of $150.00 which consisted of monthly service charges and applicable taxes and fees for service between August 12, 2023, to September 11, 2023. Payment for this balance was due on September 4, 2023.

T-Mobile records indicate on August 14, 2023, the line ending in **** was canceled at ******************************* request. Please note, at that time the Line Discount ******** promotion was removed from the account due to line cancelation above. As indicated above, the Line Discount ******** promotion offered customers a third voice line of service for free when customers activated three new voice lines. As ***************************** transferred the line ending in **** to the account on August 11, 2023, the line was not considered a new voice line of service. However, ***************************** activated three new voice lines, including the line ending in **** on the same day. When the line ending in **** was canceled, ***************************** did not maintain the same number of new voice lines previously activated, and as such, the Line Discount ******** promotion was removed.

On August 15, 2023, ***************************** activated a Mobile Internet line of service ending in ****, which was subscribed to our DIGITS Apple Watch rate plan with a base cost of $15.00 monthly, including taxes and fees. On August 16, 2023, ***************************** processed a Keep and Switch rebate submission for the lines ending in **** and ****. Please note, our Keep and Switch rebate offers customers from select carriers who port their number to T-Mobile can keep their eligible phone and are eligible for reimbursement of their remaining device payment plan up to $800.00 via virtual prepaid Mastercard. In addition, customers must submit for the rebate offer online at wwww.switch2t-mobile.com within 30 days of activation, the submission must include a copy of the device financing details, and customers must be in good standing at the time of submission processing. Once the rebate submission is approved, the virtual rebate card can take up to eight weeks to be redeemed. Upon review, ******************************* Keep and Switch rebate submission included documentation reflecting device financing details associated with the line ending in **** in the amount of $630.72; however, the submission did not include device financing documentation associated with the line ending in ****.

On August 22, 2023, the Keep and Switch rebate submission associated with the lines ending in **** and ****, previously submitted on August 16, 2023, was denied, as the device financing documentation associated with the line ending in **** did not include the previous carriers name associated to the handset. In addition, ******************************* rebate submission was denied as the submission did not include device financing documentation for the line ending in ****. Our records indicate that on August22, 2023, our *********** team attempted to contact ***************************** to discuss the rebate status; however, their attempts to reach ***************************** were unsuccessful.

On September 2, 2023, ***************************** remitted a payment of $150.00 via AutoPay, which reduced the account balance to zero at that time. On September 2, 2023, ***************************** subscribed to our optional FamilyMode feature with a cost of $10.00 monthly plus taxes and fees. The billing statement dated September 12, 2023, reflected a balance owed in the amount of $247.16 which consisted of regular and pro-rated monthly service charges of $247.16 for service between September 12, 2023, and October 11, 2023. Please note, in addition to pro-rated monthly service charges, this billing statement did not include the Line Discount ******** promotion and associated monthly bill credit of $40.00. Payment for this balance was due by October 4, 2023.

On September 26, 2023, ***************************** contacted T-Mobiles ************* team. To resolve ******************************* concerns, our ************* team manually re-enrolled the account in the Line Discount ******** promotion as a courtesy. ***************************** was advised that the promotion may be removed systematically due to promotion eligibility discrepancies as referenced above. Further, our ************* team removed the accounts enrollment to AutoPay pursuant to ******************************* request.

Please note in ******************************* correspondence to your office, they stated T-Mobile advised the monthly billed amount would be $150.00 for three voice lines of service. Upon further review, we confirmed ******************************* monthly service charge is $160.00 including taxes and fees, for three voice lines of service, which are subscribed to our Go5G Plus rate plan, and includes the Line Discount ******** promotion via monthly bill credits of $40.00. ******************************* current monthly recurring charges total $185.00 including taxes and fees for three voice lines, one mobile internet line, and the FamilyMode feature, which includes the Line Discount ******** promotion via monthly bill credits of $40.00. If ***************************** chooses to reenroll the account to AutoPay with an eligible payment method for the monthly discount, their monthly recurring charges would be reduced to $170.00, including taxes and fees, and would consist of monthly service charges of $160.00 for three voice lines and one mobile internet line, which would include the AutoPay monthly discount, the Line Discount ******** promotion via monthly bill credits of $40.00, and the FamilyMode feature monthly charge of $10.00 plus applicable taxes and fees. Further, as of todays date, the account is actively enrolled in our Line Discount ******** promotion and as such, ***************************** receives monthly bill credits of $40.00.

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

On September 28, 2023, our office reviewed ******************************* account and their Keep and Switch rebate submission. As a gesture of goodwill, we approved the Keep and Switch rebate submission associated with the line ending in **** in the amount of $630.72. On October 7, 2023, we contacted ***************************** and advised them of the above referenced information. We provided ***************************** with the online instructions to redeem their prepaid virtual rebate card in the amount of $630.72 by email and advised they can contact our ************* team at their convenience by dialing 611 from their handset for additional assistance and support with the rebate redemption instructions. Additionally, we issued a one-time courtesy credit to the above account in the amount of $97.16, which reduced the account balance to $150.00, which was due on October 4, 2023. Finally, we applied a hold the account as a courtesy to prevent collection activity until October 13, 2023.

In addition, we requested ***************************** provide us with the device financing documentation associated with the line ending in ****, which should reflect the amount of the previous carriers device payoff associated to the line ending in ****, so that we can review the documentation. If the device financing documentation is sufficient with the necessary details required for the Keep and Switch rebate offer, we will provide ***************************** a prepaid refund card for the eligible amount via U.S. Mail, which can take up to ten business days to be delivered to their address of record. T-Mobile will monitor the account to confirm the status Line Discount ******** promotion within 30 days, and will contact ***************************** if the status changes. As of the date of this letter, ******************************* account remains active with a balance owed in the amount of $150.00. 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:09/26/2023
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.
In March 2023 we signed on for a trade in deal. We were up for 2 phone upgrades so we went with the turn in deal to return 2 phones and get 2 new phones. 1 phone was paid off. 1 phone still had 10 or so months left of payments. When our phones were shipped to our home there were no return labels. So we called and were told they would be sent. We didn't get them so a month later we called again and were now Tmobile and Sprint and we kept getting bounced between the 2 companies. We have called every month and have been escalated to special cases departments, claims ect... but still don't have a return label and we keep getting charged for a phone we don't want and aren't using. We were then told by an escalation manager that they would refund us $800 because "there is an issue sending us labels" and when I didn't get my $800 I called again (now Sept 2023) and was told that I should have called in March and there is nothing they can do. So....I've spent hours of my time on the phone explaining this over and over. I have NO LABELS to send the phone back and Tmobile can't tell me why they are charging me for the phone and wont help me as "it's been to long to see" So I keep paying for a phone that is not being used and we don't want and they won't take back.
Business Response
Date: 10/09/2023

October 9, 2023

FILED ELECTRONICALLY

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

Re: *******************
T-Mobile Account Holder: ******************************
Your File No. 20658073
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 26, 2023, regarding the above-referenced account. Please be advised that the account holder of record is ****************************** and they have designated ******************* as an authorized user of the account.

T-Mobile regrets any concerns ******************* may have experienced regarding their account, and we appreciate the opportunity to respond. T-Mobile records indicate on March 20, 2023, ******************* purchased an Apple iPhone 14 handset and a ******* Galaxy S23+ handset through an Equipment Installment Plan (EIP). It was at that time ******************* migrated from Sprint to T-Mobile.

From March 2, 2023, through April 22, 2023, customers could get up to $400.00 off an eligible ******* Galaxy device when they purchased it on EIP and traded in an eligible device. ********************** records confirm on March 21, 2023, a Return Merchandise Authorization order was placed for ******************* to trade-in their previous devices. T-Mobile regrets to hear that ******************* has not received a return label.

Although the timeframe to accept ********************* trade-in devices has passed, to resolve matter, on October 6, 2023, T-Mobile issued a one-time credit of $800.00 for the above-mentioned discrepancy. ********************* account remains active with a credit balance of $496.39. 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:09/26/2023
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.
This complaint is against metro pcs customer service. Not a specific store. They're no options for selecting MetroPCS customer service line. I purchased my phone from amazon.com and paid $800 for it and used it with 3 other carriers in the past because the device is unlocked indefinitely. But when I went with metro pcs Byod (bring your own device ) pay as you go . The service was less than satisfactory so I switched to ******* once I ported out , metro pcs locked my phone a d when I called customer service , they said they can't unlock it and I'm basically screwed ... I advised them multiple times , it's unlocked and they legally can not lock my phone when it's been paid off from day one , they keep transferring me to what they say is a manager and I keep getting hung up on . I've called several times and recorded the calls. This is not right . I didn't pay 800 dollars for a paper weight. And in their terms and conditions it states they can lock their own phones the customer buys from them for 180 days but no where does it say they can lock paid off unlocked phones .I have the screen recordings if you need them , I tried to upload but they're more than 5mb.
Business Response
Date: 10/06/2023

October 6, 2023

FILED ELECTRONICALLY

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

Re: *****************************
Your File No. 20658003
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 Sepetmber 26, 2023, regarding the above-referenced account.

T-Mobile regrets any concerns ***************************** may have experienced with our Mobile Device Unlock policy. According to T-Mobile policy which is available at ********************************************************************************************************, we provide Mobile Device Unlocks for devices that meet the following eligibility criteria:

The device must be purchased from Metro by T-Mobile.
The device must not be reported as lost, stolen, or blocked.
One hundred eighty (180) days must have passed since the devices activation date.

On April 28, 2023, ***************************** activated their account with a ********************** Revvl Pro 5G with an International Mobile Equipment Identity (****) ending in **** that received an instant rebate of $180.00 for new line activation. Regrettably, ***************************** elected to cancel their account on June 28, 2023. As such, the device does not meet the eligibly requirements for a Mobile Device Unlock. In addition, with the information provided we were unable to locate an Apple iPhone Bring Your Own Device for ****************************** As such we respectfully request ***************************** contact our ************* with the **** for further review. We regret 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 6am 2am CST. If you have any questions, please do not hesitate to contact our office at the address listed below.

Very truly yours,

METRO BY T-MOBILE

*********************
Executive Response
Initial Complaint
Date:09/26/2023
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.
I have been a tmobile customer for years and have been on autopay consistently. Recently, they failed to charge my autopay despite it being active without issue (confirmed on my end and by their customer service representative). They did not notify me of the failed autopay and thus applied extensive fees to my account. I spent 6+ hours a day several days in a row with customer service and finally they admitted to their error and issued a statement credit to cover the fees they erroneously charged. They also offered me an additional statement credit and confirmed in writing and in no uncertain terms that my next bill would be in the amount of $70 on 10/25. They confirmed I would see no charge on my account on 9/25 as it would be covered by the credit (see screenshot). However on 9/25 I noticed that my account was charged the full $70, thus they had failed to apply the credit. I contacted customer support once again and provided copies of the screenshot from the prior chat. The representative in this chat accused me of never paying my bill despite the prior rep confirming that my auto pay was active and that it was their error. They then refused to issue the $70 credit I was promised, refused to review the screenshot I provided, and instead charged me another $20 fee without explanation and then offered me a $20 credit to fix the fee they charged. They are refusing to honor the $70 credit I was promised despite me having this offer clearly in writing. The screenshot is abundantly clear, there is no misunderstanding as I clarified exactly what date I would see exactly what amount charged to my account and they then charged the same amount 1 month earlier than it was supposed to be. They reversed the $70 credit I was promised without reason. I have now wasted 2 more hours on chat and missed an important work meeting trying to deal with this rep who refuses to read the evidence provided. He is now accusing me of not paying 2 mos of bills which I have paid in full.
Business Response
Date: 10/09/2023

October 9, 2023

FILED ELECTRONICALLY

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

            Re:     *****************************
                        Your File No. 20657933
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated September 26, 2023,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 to hear ***************************** concerns regarding their account, and we appreciate the opportunity to respond. T Mobile records reflect ***************************** activated their account on November 7, 2020, with a voice line ending in ****, which is subscribed to the Magenta Amplified rate plan for $70.00 per month including applicable taxes and fees.

Chassitty Fianis account is billed by a system known as bill current. This means charges for the rate plan are billed in advance of the service being provided and become due within that billing cycle. The billing cycle runs from the 7th of one month through the 8th of the next month. Notice of the monthly recurring charges and feature charges are available on or around the 10th of the month, and those charges are then due on or around the 27th. If during that billing cycle, the account had any usage charges,such as international calling or third-party downloads, the respective charges would be reflected on the next months statement, as obviously we cannot predict those charges in advance. Typically, customers are assigned a billing cycle within one to four days after activation. T-Mobile does not assess any rate plan or feature charges billed during this short time before the customer is assigned a regular billing cycle; however, any additional usage charges incurred are billed and posted on the first billing statement that is generated, along with the monthly reoccurring service charges for their regular billing cycle.

In May 2023,T-Mobile began notifying customers about changes to the program for AutoPay bill credits. The majority of our customers use their bank account or debit card for AutoPay and will continue to receive a bill credit. However, customers enrolled in AutoPay with a credit card or through Apple Pay or ****** Pay must change their AutoPay payment method on file to a debit card or bank account (ACH) to continue receiving the AutoPay monthly bill credit. Any customers impacted by this change received multiple notifications, via text message and bill message, before the bill credit was discontinued advising them how to keep the receiving the AutoPay bill credit.

Customers on eligible rate plans can learn more about AutoPay and the bill credit program by reviewing our online resources at *********************************************************************** is important to note that the standard monthly rate plan cost and terms for voice, text and data remain unchanged. Customers are also free to continue using a credit card as a payment method for AutoPay;however, they will not qualify for the AutoPay bill credit.Lastly, we understand that some customers may not wish to provide their banking information or may not have access to banking products and services. For these customers, T-Mobile MONEY is a great option for digital payments that requires no credit check, is easy to set up, and provides an online no-fee checking and savings account. Customers that use T-Mobile MONEY as their AutoPay payment method will receive the $5 per line discount that is offered with many rate plans that are also enrolled in AutoPay. To learn more about T-Mobile MONEY,customers may visit ********************************************.

The account was enrolled in AutoPay on June 9, 2023. This is a free feature that 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. Additionally, accounts subscribed to an eligible rate plan and enrolled in AutoPay with a bank account or debit card receive a $5.00 monthly bill credit per line for up to eight lines.

On July 2, 2023, ********* was advised to change their payment method to keep the AutoPay discount.The payment method was changed to an acceptable banking account to retain the discount. On July 25, 2023, Chassitty remitted a payment of $70.00.

On August 1, 2023, the payment of $70.00 was returned due to insufficient funds. This caused the AutoPay discount to be removed from this payment. This also caused a returned payment fee of $20.00. Like other wireless operators and most retailers, T-Mobile assesses a fee if a payment is dishonored or returned. The fee helps us recover the costs charged by banks when processing such a transaction, our staffs working of the returned payment and notifying the customer of the matter. If a check, electronic funds transfer, or any other payment is dishonored or returned, T-Mobile will charge the T-Mobile account holder a returned payment fee as permitted under applicable state law that will not exceed $35.00. In the event of a returned payment, we may also require another payment method and/or immediately suspend or cancel service. T-Mobile accepts several payment methods, and payments can be made in retail stores, over the phone, on-line or via the mail. We encourage customers to choose a method that is right for them and prevent returned payments and the application of the fee.

The billing statement dated August 6, 2023, reflected a total balance due in the amount of $165.00. This balance consisted of a past due balance in the amount of $90.00 and new charges in the amount of $75.00. The new charges consisted of monthly recurring charges, added features, as well as applicable taxes and fees.

***************************** spoke with ************* on August 8, 2023, who advised of the past due balance on the account. ***************************** remitted a payment of $70.00, for the past due for the month of July and ************* issued a credit of $70.00 updating the account to $25.00. An additional credit of $25.00 was added to the account on August 9, 2023, as well updating the account balance to zero which covered the month of August.

The billing statement dated September 6, 2023, reflected a total balance due in the amount of $109.51. This balance consisted of monthly recurring charges, international, added features, as well as applicable taxes and fees. ***************************** remitted a payment of $109.51 on September 25, 2023.

On September 26, 2023, ***************************** spoke with ************* who advised that the promised credits were fulfilled back in August. ************* advised ***************************** of the returned payment that caused the past due balance of $95.00 for the month of July, and that this balance was valid although we issued a credit for that amount as a courtesy. ************* confirmed the credit amount of $95.00 that was provided to the account in the month of August. ************* also provided an additional $20.00 credit to the account, thus creating an account credit balance of $20.00. 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: 10/09/2023

Complaint: 20657933

I am rejecting this response because: I have reached out via email and have not been able to connect as of yet to the representative who disregarded the information I provided in my email. Tmobile is attempting to require me to waste extensive additional time to resolve their error when I have already submitted screenshots as proof that no payment was returned to tmobile due to "insufficient funds". The funds were withdrawn from my account on the date scheduled without issue and the charge was never reversed. I have submitted this information already.
The representative also stated that I was informed that all credits had been applied to my account. This is also false as I have submitted screenshots from a T mobile representative clearly indicating that I would be paying $70 on 10/25/23 and specified that I would not be paying any amount in September as the September bill would be covered by the credit to be issued. However, I was still billed on 9/25/23.
Tmobile is refusing to acknowledge or follow the former customer service engagements I have had, and at this stage I have already spent 16+ hours attempting to resolve this. This is excessive and I have never come across such terrible customer service. They refuse to acknowledge the proof I have submitted, including direct screenshots of the Tmobile customer service chat and from my bank statements showing the funds appropriately withdrew from my account. It is also physically impossible for my account to be overdrawn as the amount in the account far exceeds the amount Tmobile charges monthly, and this is visible to them also in the screenshots.

Sincerely,

*****************************
Business Response
Date: 10/19/2023
October 19, 2023

FILED ELECTRONICALLY

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

Re:     *****************************
                        Your File No. 20657933
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated October 17, 2023,regarding the above-referenced account.

T-Mobile regrets any continued concerns ***************************** may have regarding their account and we appreciate the opportunity to respond. On July 25, 2023, Chassitty Fianis payment via AutoPay was declined due to insufficient funds and the account was unenrolled from AutoPay. Please be advised, to further secure their account, ********************** automatically removes customers from AutoPay when AutoPay payments are declined for insufficient funds to avoid additional returned payment fees from being assessed.

Chassitty Fianis billing statement dated August 8, 2023, generated in the amount of $165.00. The billing statement included monthly charges,taxes and fees for the service period of August 7, 2023, through September 6,2023, in the amount of $75.00. The billing statement also included the past due balance of $90.00 from the payment that was declined on July 25, 2023, which included the amount of $70.00 and a late payment fee of $20.00.

On August 8, 2023, ***************************** re-enrolled in AutoPay and remitted payment in the amount of $70.00,updating the account balance top $95.00. Customer Care provided the account with credits in the amount of $95.00 between August 8, 2023, and August 9, 2023. This brought the account balance to zero for the service period between August 7, 2023, and September 6, 2023. This payment would have been due on August 27, 2023. However, no payment was remitted as the account balance was zero.

The billing statement dated September 7, 2023, generated in the amount of $109.51 and was due on September 27, 2023. The billing statement included monthly charges for the service period of September 7, 2023, through October 6, 2023, in the amount of $70.00 and an international roaming pass totaling $39.51 that occurred in the previous billing cycle. ***************************** remitted payment in the amount of $109.51 on September 25, 2023, reducing the account balance to zero.

On September 26,2023, *************************** was provided a $20.00 credit by ************** which brought the account to a credit balance of $20.00. The billing statement for the billing period of October 7, 2023, through November 6, 2023, generated on October 9, 2023, in the amount of $50.00, which included monthly charges of $70.00 minus the $20.00 credit balance. This amount is due on October 25, 2023.

Our office corresponded with ***************************** via email on October 18, 2023, and apprised them of the above findings. As ******** Fianis account has received credits totaling $115.00, T-Mobiles position remains unchanged, and it is determined that there are no further credits due. T-Mobile respectfully declines Chassitty Fianis request for additional credits and encourages them to contact their financial institution regarding any concerns they may have regarding their returned payment 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 ***,INC.

*******************
Executive Response
Customer Answer
Date: 10/19/2023

Complaint: 20657933

I am rejecting this response because:At this point T-Mobile is simply making up excuses to charge customers exorbitant fees. I have provided them with bank statements showing that the balance of my account far, far, far exceeds the $70 of the monthly bill. I have also reached out to my bank to inquire whether there were any returned charges because again my bank statement shows that the funds were correctly withdrawn from my account by ********************** via autopay on the scheduled dates. There were no reversed charges and there were funds dozens of times in excess of the amount of the bill, so insufficient funds are not the issue. My bank did indicate that they declined the repeat charges after the first withdrawal at T-Mobile attempted to charge me several times within a 72 hour period which my bank flagged as fraud (and it is fraudulent behavior on the part of T-Mobile). They confirmed that the first charge went through as scheduled in the full amount of $70.00 to TMobile.

TMobile has refused to take accountability for their customer service representative informing me in no uncertain terms that I would not see another charge until October and that the issue was resolved. They assured me I need not worry. I took screenshots anyway and I'm glad I did as I have attached them to this complaint demonstrating that I was assured of this in no uncertain terms. TMobile has stated as you'll see in their reply that it is their business policy to assign fees and not to take responsibility for those fees even when they are proven to have been charged erroneously.

I am in the process of porting my mobile services to another carrier and I highly suggest that others do the same. At this point I have wasted over 30 hours attempting to resolve this, despite again having undisputable evidence of my statements. TMobile has no evidence for their statements and they refuse to provide evidence beyond a copy of their billing statement which does not match my bank statements. This is a company that fabricates statements to cover themselves after they charge autopay customers erroneous fees, presumably hoping we won't notice. It's fraudulent and no way to conduct business.

Sincerely,

*****************************
Business Response
Date: 10/28/2023

October 28, 2023

FILED ELECTRONICALLY

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

            Re:     *****************************
                        Your File No. 20657933
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated October 26, 2023,regarding the above-referenced account.

T-Mobile regrets any continued concerns ***************************** may have regarding their account and we appreciate the opportunity to respond. In their letter to your office dated September 26, 2023, ***************************** states they were promised a credit in the amount of $70.00. As outlined in our letters to your office dated October 9, 2023, and October 19, 2023, Chassitty Fianis account received credits totaling $95.00 on August 8, 2023, and August 9, 2023. Additionally, Chassitty Fianis account received an additional credit in the amount of $20.00 on September 26, 2023,updating the total credits applied to Chassitty Fianis account to $115.00, or $45.00 more than they were promised during their contacts with *************.

In Chassitty Fianis letter to your office, they state the credits they were promised would be applied towards the bill due on or around September 27, 2023. As Chassitty Fianis payment in the amount of $70.00 on August 8, 2023, satisfied the past due balance that was due on or around July 27, 2023, the remaining balance of $95.00 was due on or around August 27, 2023. However, as the credits totaling $95.00 were applied to Chassitty Fianis account on August 8, ******** August 9, 2023, the credits were applied towards the bill due on or around August 27, 2023, resulting in no balance due at that time. ***************************** then remitted payment in the amount of $70.00 for services rendered between September 7, 2023, and October 6, 2023. On September 26, 2023, ************* provided a $20.00 credit, which was applied towards the bill due on or around October 27, 2023.

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 Chassitty Fianis recent contact with *************.

As Chassitty Fianis account received credits exceeding the amount promised, T-Mobiles position remains unchanged, and we respectfully decline Chassitty Fianis request for additional credits or compensation. T-Mobile encourages ***************************** to contact their financial institution regarding any potential errors with their bank account or credit card reporting. 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

Customer Answer
Date: 10/30/2023

Complaint: 20657933

I am rejecting this response because: T-mobile continues to repeat themselves in explicit refusal to consider the evidence provided and the credits promised by their own representative. They state that I have received all credits, however I was required to pay $70.00 in September when I was assured in no uncertain terms (as indicated by the screenshot attached to this complaint) by their representative that I would not be expected to remit any payment in September, that the credit would fully cover September. The representative later issued a $20.00 in October, thus leaving $50.00 in promised credit that has not been received by me.
As I indicated previously, I have contacted my bank and they provided proof (which I then provided to Tmobile) that the full statement amount of $70.00 was successfully withdrawn from my account as scheduled in each month. There is no evidence of any failed payments, and no payments were later reversed. Tmobile is demonstrating a pattern of double billing consumers and then refusing to review external and objective evidence presented, instead stating that their own flawed records show something different. I assure you I have no skill in photoshop and no time or energy outside of working full time and running a business to learn or apply photoshop to create false screenshots and banking statements. Tmobile however can easily revise a statement on their end and re-issue it to fit their own needs, as they have done here. My evidence is clear and has been submitted repeatedly. They continue to refuse to acknowledge it, only acknowledging their own records which do not match the records of my bank.

Sincerely,

*****************************
Business Response
Date: 11/07/2023

November 7, 2023

FILED ELECTRONICALLY

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

Re: *****************************
Your File No. 20657933
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated November 3, 2023, regarding the above-referenced account.

T-Mobile regrets any ongoing concerns ***************************** may continue to have regarding the account. As indicated in our prior correspondences, T-Mobile previously agreed to apply a $70.00 credit to address Chassitty Fianis concerns regarding this matter. The billing statement generated on August 8, 2023, reflected a balance of $165.00 due by August 27, 2023. Based on this due date, AutoPay would have been scheduled to draft payment on or around August 25, 2023, if there was any outstanding balance owed.

However, ***************************** remitted payment in the amount of $70.00 on August 8, 2023, for the failed AutoPay payment on July 25, 2023, reducing the balance to $95.00. T-Mobile then applied a $50.00 credit on August 8, 2023, and a $20.00 credit was applied on August 9, 2023. These credits in the amount of $70.00, left the account with a zero balance once applied.

It is important to note that, as a result of these credits absolving ***************************** of the balance owed at that time, no payment was drafted or remitted for the bill that was due on August 27, 2023, that would have drafted via AutoPay on or around August 25, 2023.

On September 7, 2023, Chassitty Fianis billing statement for the service period of September 7, 2023, through October 6, 2023, generated in the amount of $109.51, of which $70.00 was for normal service charges and $39.51 was for an international roaming pass. ***************************** remitted payment in the amount of $109.51 on September 25, 2023, via AutoPay reducing the account balance to zero.

On September 26, 2023, ************* provided ***************************** a $20.00 credit, reducing the account to a credit balance of $20.00. On October 9, 2023, Chassitty Fianis bill generated in the amount of $50.00, which represented their normal monthly recurring charges of $70.00 and the existing $20.00 credit balance on the account. On October 25, 2023, ***************************** remitted payment in the amount of $50.00, bringing the account to a zero balance.

We regret if ***************************** experienced any misunderstanding regarding which billing statement these credits applied towards; however, it is T-Mobiles position ***************************** received credits totaling $115.00, which is in excess of the agreed-upon credit of $70.00.

In Chassitty Fianis correspondence, they indicated they provided copies of bank statements reflecting a payment being drafted for a date which ***************************** did not disclose. After reviewing the attachments ***************************** provided, T-Mobile found that none of the attachments in question reflect any banking activity. Furthermore, the attachments provided by ***************************** did not contain any information that would affect T-Mobiles position on this matter. Based on the information provided, it remains T-Mobiles position that this matter has been fully addressed, and we respectfully decline to apply any further credits 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 USA, INC.

*******************
Executive Response
Initial Complaint
Date:09/26/2023
Type:Product 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 received a call from T-Mobile about purchasing a speaker. The offer was to give me a $200 gift card towards that purchase. I never received the card (they agree this is their fault) and now offer has expired so I will not get the card. On my last call to them approximately 2 months ago I was told they were sending it
Business Response
Date: 09/28/2023

September 28, 2023

FILED ELECTRONICALLY

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

Re: *********************
Your File No. 20657814
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 26, 2023, regarding the above-referenced account. ********************** is pleased to report to your office that upon speaking with *********************, we were able to resolve their concerns to their satisfaction.

T-Mobile regrets any concerns ********************* experienced regarding their T-Mobile rebate. T-Mobile records indicate that on March 1, 2023, ********************* purchased a ****** Kardon Onyx Studio 8 Speaker via T-Mobiles Telesales team on an Equipment Installment Plan wherein they remitted payment of the taxes on the full retail price and agreed to 12 monthly installments of $15.00. On March 5, 2023, T-Mobile records indicate ********************* activated a Home Internet number ending in **** on T-Mobiles Home Internet rate plan with a base rate of $55.00 per month with taxes and fees included. With purchase, ********************* qualified for T-Mobiles 2023 HINT P7 offer wherein customers who activated a Home Internet line of service on a qualifying rate plan would receive a $200.00 virtual Prepaid Mastercard if they submitted for redemption of the rebate online within 30 days of activation. To records do not reflect an online submission being received for the promotional offer, resulting in the virtual Prepaid Mastercard not being issued.

T-Mobile records indicate that on July 24, 2023, ********************* contacted ************* regarding questions about the rebate. On September 26, 2023, T-Mobile records indicate ********************* contacted ************* regarding the same matter, and was referred to T-Mobiles Rebate team, who advised that the offer has since expired and unable to be redeemed. T-Mobile records indicate that ************* issued an account credit of $200.00 leaving the account with a credit balance of $49.93 in an effort to amicably resolve *********************** concerns.

On September 28, 2023, T-Mobile contacted *********************, and discussed our findings. Pursuant to our conversation, ********************* considers the matter resolved and has no further concerns. T-Mobile regrets any inconvenience to *********************, and we appreciate 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
Customer Answer
Date: 09/28/2023

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.

*********************************************
Initial Complaint
Date:09/26/2023
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.
Traded in my phone which should of been a JUMP trade in. Somehow I only got a partial bill credit. I am still paying for a phone that was accepted by t-mobile. I need the phone returned to me or to stop paying for it and get credit for all the months I have been paying.
Customer Answer
Date: 10/02/2023
This complaint has been resolved to my satisfaction.
Initial Complaint
Date:09/26/2023
Type:Product 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.
Back in Aug 12, 2023 I port over my number from T-mobile to ******* which was successfully that same day. After, that very same day I canceled my account with ******************** and noticed I'm still being billed from T-mobile for $118.74. I call T-mobile numerous of times and explain the situation which they understand and the problem and still exist which I'm being charged up to this very day. Please help me get my refund I'm exhausted and stress over this situation!!
Business Response
Date: 10/09/2023

October 9, 2023

FILED ELECTRONICALLY

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

Re: ***********************
Your File No. 20657187
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 26, 2023, regarding the above-referenced account.

T-Mobile regrets any concerns *********************** has regarding their T-Mobile account and we appreciate the opportunity to address this matter with them. T-Mobile records confirm ************************* account activated on October 1, 2013, and currently has active line ending **** on their account which is subscribed to our ONE Plan rate plan which is billed at a monthly cost of $130.00 without AutoPay. In addition to *********************** took advantage of our promotion of ******* on Us, which is billed at a monthly cost of $20.50, and receives monthly account credit in the amount of $16.00. additional records confirm a Government Discount is applied monthly.

Please note ************************* account was enrolled in AutoPay on June 30, 2017. 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. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. Please be advised customers can receive a $5.00 AutoPay per month credit per eligible line up to a maximum number of lines (based on the plan type).

T-Mobile has reviewed the account and confirmed the mobile numbers ending in ****, ****, ****, ****, ****, ****, ****, **** and **************************************** transferred to another service provider on August 12, 2023. ************************* line ending in **** remained active on the account with an open port out request. The arrangement to transfer the lines of service was made directly with ************************* new wireless service provider and not with T-Mobile whose only involvement in this transaction was to cancel the line of service after ************************* new wireless service provider took control of it.

T-Mobile records confirm the billing statement dated August 23, 2023, reflected a total amount of $118.24, which consisted of pro-rated monthly recurring charges and directory assistance fees. As *********************** authorized AutoPay, it is T-Mobiles position that the payment debited in the amount of $118.24 on September 13, 2023, was authorized and valid for usage from the billing periods of July 23, 2023, through August 22, 2023. T-Mobile records confirm *********************** cancelled the AutoPay feature on September 13, 2023.

T-Mobile records confirm the billing statement dated September 23, 2023, reflected a total amount of $133.82, which consisted of monthly recurring charges. T-Mobile offices reached out to *********************** on September 27, 2023, upon speaking with them we explained, regrettably, due to an inadvertent system error line ending in ****, remained active and is being billed with no usage. On October 4, 2023, T-Mobile cancelled ************************* account.

********************** also applied a one-time account credit in the amount of $253.82, leaving the account with a credit balance of $120.00. Please be advised a refund in the amount of $120.00 was processed to ************************* financial institution which can take up to five business days and leaving the account with a zero balance. Please note that our offices have a follow up set on the account for December 4, 2023, to ensure the balance reflects a zero balance, as such *********************** should disregard any future billing statements from T-Mobile. 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: 10/09/2023

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.

Sincerely,

***********************
Initial Complaint
Date:09/26/2023
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.
T-mobile was to mail me a SIM card three weeks ago, first attempt never got it within five to seven business days, made another call Monday last week and they were going to send another one, still waiting. Note: I been a loyal customer for 18 plus years and Im treated this way. I have paid iPhone I gave to my nephew and its hard to watch him waiting for the mail arrive.
Business Response
Date: 10/09/2023

October 9, 2023

FILED ELECTRONICALLY

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

Re: *******************************
Your File No. 20656892
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 26, 2023, regarding the above-referenced account.

T-Mobile regrets any concerns Manual ********* has regarding the above-referenced account and appreciates the opportunity to respond. T-Mobile records reflect the account was activated on April 17, ****, and currently has four voice lines ending ****, ****, ****, and **** subscribed to our Go5G Plus rate plan for $240.00 per month with taxes and fees included with an AutoPay discount of $20.00 per month and one Mobile Internet line of service ending **** subscribed to our Tablet 500MB rate plan for $10.00 per month with taxes and fees included with an AutoPay discount of $5.00 per month.

On September 15, 2023, Manual ********* contacted ************* requesting a System Identifying Module (***) card be ordered for the voice line of service ending *********************************** *********, **, and pursuant to their request the *** card was ordered with an estimated ship date from anywhere between September 15, 2023, and September 18, 2023. On September 16, 2023, T-Mobile records indicate the *** card was shipped via **** with a tracking number ending ****.

On September 19, 2023, Manual ********* contacted ************* to check on the order. Due to an inadvertent error, T-Mobile relayed the tracking number was not available yet.

T-Mobile records confirm the *** card was delivered via **** tracking number ending **** to the address requested on September 20, 2023. On September 26, 2023, Manual ********* contacted ************* concerning the *** card not being received. ************* informed them the *** was delivered on September 20, 2023. Regrettably, another order for a *** card was not entered at this time.

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 Manual Bocanegras recent contact with *************.

On September 27, 2023, our office contacted Manual ********* and apprised of the above information. To amicably resolve their concerns an order was placed for a *** card for the voice line of service ending *********************************** *********, **, and the next day shipping fees were waived of $24.99 with a *** tracking number ending ****. Please note, *** tracking number ending **** shows delivered to the front door of the address on Thursday September 28, 2023. T-Mobile regrets any inconvenience to Manual *********.
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

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