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

27,339 total complaints in the last 3 years.
7,992 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:09/23/2023
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.
I was with T Mobile for around 7 1/2 year's and I canceled the service 9/13/23 and that would be *********** and my apple watch.I called it in and s/w a representative to take care of this and she said that she would take care of this. I was given a transfer pin for the new carrier and called the new carrier with this information.Since then I have received a bill for service on my watch and I called them and was told I would have to go into a store and show my I.D. because the account is closed and they have nothing on me.Since then I have received a bill for $60.00 for the cell which I do not owe.I am looking at their graph Jun/$60 Jul/$60 Aug/$15.50 Sep/.50 I do not owe them and they keep sending different bills and I have tried to reach them over and over again. After twenty minutes you are disconnected. I have tried two times today and it happened both times. I have reported the charge to my financial institution already and they have electronically sent a message to T Mobile and T Mobile has not responded to them either.Please help me this is getting worse the cost is getting higher and higher and I do not owe them nor can I reach them. This is not right and how can they get away with this..........I am getting late charges because they cannot charge the auto pay any longer.I am not with T Mobile please help me.
Business Response
Date: 10/04/2023
October 4, 2023

FILED ELECTRONICALLY

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

            Re:     *********************
                        Your File No. 20645539
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 23, 2023, regarding the above-referenced account. It is important to note that upon speaking with ********************* T-Mobile identified that ********************* and ******************* are one and the same.

T-Mobile regrets any concerns ******************* may have experienced regarding their billing and account cancellation, and we appreciate the opportunity to respond. On October 15, 2017, ******************* activated their account and most recently had one voice line of service ending in **** subscribed to our ONE Plan Unlimited 55 rate plan for $55.00 per month, including taxes and one watch line ending in **** subscribed to our **************** with paired DIGITS rate plan for $15.00 per month, including taxes. As ******************* was enrolled in AutoPay,the account received a monthly discount of $5.00 per each eligible line.

The billing statement dated July 17, 2023,reflected a balance due of $60.00 for monthly service charges for July 17,2023, through August 16, 2023. Payment of this full balance was remitted on August 7, 2023, via AutoPay. Please note, this was the last payment remitted on the account.

********************** records confirm that on August 14, 2023, ******************* contacted our ************* and requested a port our PIN and account cancellation. On this same day, the voice line ending in **** was transferred to another service provider. Due to an inadvertent administrative error,the watch line ending in **** was not scheduled for cancellation at the end of the billing cycle and continued to bill. The billing statement dated August 17, 2023,reflected a balance due of $15.50 for monthly service charges for August 17,2023, through September 16, 2023.

On August 24, 2023, ******************* contacted our ************* regarding the active line of service but was unable to verify the account. Please note T-Mobile 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 ********************** handset. Because ***************** voice line is canceled and therefore, they are unable to receive the one-time PIN, they must visit a ********************** retail location with a government issued identification to reset the account password before access can be granted.

T-Mobile records reflect on August 26, 2023, ******************* contacted our ************* after verifying their account in a T-Mobile retail store and the watch line ending in **** was scheduled for cancelation at the end of the bill cycle on September 16, 2023. In addition, AutoPay was cancelled and an account credit of $15.50 was issued, updating the account to a zero balance.

Regrettably on September 6, 2023, ******************* disputed the above payment of $60.00 through their financial institution and the funds were sent back to their original payment method. This amount then became immediately past due, updating the balance to $60.00. Please note 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. As such, ******************* was assessed a $15.00 returned payment fee, updating the balance to $75.00.

Our records reflect on September 16, 2023,the line ending in **** was cancelled, canceling the account. The billing statement dated September 17,2023, reflected a balance due of $83.13, of which $75.00 was considered past due. New charges consisted of $0.50 for monthly plan charges and a $7.63 late fee.

On September 27, 2023, T-Mobile contacted ******************* and apprised them of the above information. ******************* agreed to remit the above-mentioned $60.00 returned payment by contacting their financial institution and reversing the payment. Please note, T-Mobile was notified the $60.00 payment was returned back to T-Mobile on September 30, 2023, updating the balance to $23.13. Accordingly, the $15.00 returned payment fee was systematically adjusted, reducing the balance to $8.13.

Upon follow-up on October 3, 2023, our office issued an additional account credit in the amount of $8.13 to amicably resolve this matter. ******************* has accepted the credit as resolution to their concerns. The account remains closed with a zero balance. 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: 10/12/2023
I would like to inform you that my case with T Mobile ******** has been resolved.
code 59111599-AF9DO.
I went to their credit specialist and she was kind and she did credit me back some money
that they were charging me and it was only getting worse.

The credit specialist is ********** that works for T mobile resolved
this horrible mess.
I did pay $60.00 and no more and I requested a letter stating that I do not owe
anything.
I received that letter already and everything is taken care of now.

Thank You,
*******************
Initial Complaint
Date:09/22/2023
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.
Our **** has continuously been incorrect and you are over charging us. I regret ever doing business with T-mobile. This has been the most awful experience and so stressful. You put a fraud review hold and leave us without phones for a whole month, because I has to wait for a new social security card. Then when we get the account unlocked, all our numbers were wrong and our **** was incorrect. We were mislead when we set up our account within the store and you took a trade in and proceeded to charge us.We are paying for a device and services on that device we dont have. And my plan was upgraded last month and Im paying for GoG5 plus AAL 2L. We dont need this and its added $80 to **** We only have two phones (a iPhone 14 pro and a iPhone 14 pro ***** two watches, and a wifi. THAT IS ALL WE HAVE.Our **** should not be $400. We cannot Pay $400. My mom pays much less for 3 phones. We have 2 phones! And we only want 2 voice lines (ending in **** and ending in ****). We have been working with ***** from the payments teams of experts. ***** helped us associate the **** number with my husbands 14 pro *** and make sure we get the promotion, as the people in the store told us we could switch it. The # is still showing up under the iPhone 13 and we are paying for those services. We have not had that phone since July when we traded it in and a fraud hold was put on the account and the store just took the phone! You can check our receipt and see the trade in. We have not received our $800 credit for it. We are also still paying for it, though you took it.Desired outcome: Delete everything associated with the iPhone 13 Pro *** and back date it, since you took the phone in July. The number ending in ****, though, is associated with my husbands new phone, the iPhone 14 pro ***. Also fix service plan. We cant pay $400 a month. Please help us fix our ****. We appreciate how ***** has been able to help us so far. Thank god for him. Our **** is due soon, though.
Business Response
Date: 10/06/2023
October 6, 2023

FILED ELECTRONICALLY

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

            ******************************************************** *****
                        T-Mobile Account Holder: *********************
                        Your File No. 20645368
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated September 22, 2023,regarding the above-referenced account.

T-Mobile regrets any concerns *********************-De ** ***** may have regarding the account, and we appreciate the opportunity to respond. On July 5, 2023, *********************-De ** ***** agreed to accept the financial responsibility of the voice line ending in **** and a DIGITS line ending in **** through a Change of Responsibility (***). A *** is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account.

The voice line ending in **** was subscribed to our Go5G rate plan for $80.00 per month. The line of service also subscribed to the Protection 360,equipment protection feature for $18.00 per month plus tax. The DIGITS line of service ending in **** was subscribed to our **************** with paired DIGITS taxes included rate plan for $15.00 per month. In addition, on this date, a T-Mobile Home Internet line of service was activated on the T-Mobile 5G Home Internet rate plan for $45.00 per month after a $10.00 2023 HINT P6 promotional discount.

On July 6, 2023,records reflect that two additional DIGITS lines were activated with numbers ending in **** and ****. Each line of service is subscribed to our DIGITS ***** Watch Plus rate plan for $20.00 per month.   ************* two voice lines were activated with mobile numbers ending in **** and ****. As a result, the rate plan was updated to the Go5G Plus rate plan for $160.00 per month for the first two lines and $40.00 per month for each additional line of service.

In addition to the activations, T-Mobile records indicate *********************-De ** ***** took advantage of our Equipment Installment Plan (***) with the following purchases:

On July 6, 2023, *********************-De ** ***** purchased an ***** iPhone 14 ********************** *********************-De ** Torre was not required to remit a down payment; however, they agreed to pay for the taxes on the full retail price. *********************-De ** ***** then agreed to a series of ************************** the amount of $45.84. ************* *********************-De ** ***** traded in a ***** iPhone 13 Pro ***. This purchase qualified for our 2023 ***** Trade P18 promotion to get an ***** iPhone 14 on us (up to $830.00 via one-time trade-in credit and ***) when purchasing it on ***, trading in a qualifying phone, and have or switch to an eligible Go5G Plus rate plan. As such, an instant trade in credit of $385.00 was received and the *** is scheduled to receive 24 monthly *** of $18.55.

On July 6, 2023, **************************-De ** ***** purchased an ***** Watch SE Starlight device. *********************-De ** ***** was not required to remit a down payment; however, they agreed to pay for the taxes on the full retail price. *********************-De ** Torre then agreed to a series of ************************** the amount of $12.50. New or existing customers can get $200.99 off (via ***) an ***** Watch SE (2nd ***** ***** Watch Series 8, or ***** Watch Ultra when purchasing it on *** and activating a new wearable line on a qualifying ***** Watch Plus plan. The *** is scheduled to receive 24 monthly *** of $8.38.

On July 6, 2023, *********************-De ** ***** purchased an ***** Watch SE Midnight device. *********************-De ** Torre was not required to remit a down payment; however, they agreed to pay for the taxes on the full retail price. *********************-De ** ***** then agreed to a series of ************************** the amount of $13.75. New or existing customers can get $200.99 off (via ***) an ***** Watch SE (2nd ***** ***** Watch Series 8, or ***** Watch Ultra when you purchase it on *** and activate a new wearable line on a qualifying ***** Watch Plus plan. The *** is scheduled to receive 24 monthly *** of $8.38.

On July 26, 2023, *********************-De ** ***** purchased an ***** iPhone 14 Pro handset. **************************-De ** ***** was not required to remit a down payment; however, they agreed to pay for the taxes on the full retail price. *********************-De ** ***** then agreed to a series of ************************** the amount of $41.67.

**ter, on August 5,2023, *********************-De ** ***** cancelled the DIGITS line of service ending in ****. In addition, on August 14, 2023,the mobile number ending in **** was transferred through a *** to the account adding a line of service to the family plan. In addition, the line of service was subscribed to the Protection 360 feature for $18.00 per month and which was removed on September 25, 2023. During the *** transfer, the ***** iPhone 13 Pro *** 128 GB handset associated with the mobile number ending in **** was also transferred, with a remaining *** balance of $329.92. Please note that as *********************-De ** ***** accepted the *** authorization via email, it is T-Mobiles position the transfer was valid, and the balance is owed.

*********************-De ********* account was billed by a system known as bill current. This means charges for *********************-De ********* rate plan are billed in advance of the service being provided and become due within that billing cycle. *********************-De ********* billing cycle runs from the 6th of one month through the 5th of the next month. Notice of the monthly recurring charges and feature charges are available on or around the 3rd of the month, and those charges are then due on or around the 26th of the month.

The August 5, 2023,billing statement reflected a balance due of $345.96 consisting of the monthly charges billed from August 6, 2023, through September 5, 2023, and the recalculated monthly charges due to the updated rate plan and add a line billed from July 6, 2023, through August 5, 2023, *** and applicable taxes. The balance was due on August 26, 2023.

Pursuant to *********************-De ********* request, on September 10, 2023, the two lines of service ending in **** and **** were cancelled.

T-Mobile contacted *********************-De ** ***** on September 25, 2023, T-Mobile agreed to cancel the *** agreement associated with the ***** iPhone 13 Pro *** and credit the account $214.28 for the associated *** payment made to the ***** iPhone 13 Pro max. In addition, at ***************** requested the Protection 360 associated to lines **** and **** have been removed. Currently, the account remains active with a balance due of $166.08. As of the date of this letter, the account remains active with two voice lines ending in **** and **** subscribed to the Go5G Plus rate plan billed at a monthly rate of $160.00, two DIGITS lines ending in **** and **** each subscribed to the DIGITS ***** Watch PLUS rate plan billed at a monthly rate of $20.00 per line, and the Home Internet line ending in **** subscribed to the T-Mobile 5G Home Internet rate plan billed at a monthly rate of $55.00. The Home Internet line is enrolled into the 2023 HINT P3 promotion under which it is eligible for a $20.00 monthly discount while meeting eligible criteria.   A review of the account confirms two active **** with overall monthly installments of $78.45 including the *** totaling $35.31 for the 2023 ***** Watch P9 and 2023 ***** Trade P18 promotions. Based on the above, the estimated monthly recurring charges going forward is $313.45 including taxes. T-Mobile regrets any inconvenience to *********************-De ** *****.

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: 10/06/2023

Better Business Bureau:

A huge thank you to ****** for helping us to his best ability. We are very grateful. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************-de La *****
Initial Complaint
Date:09/22/2023
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.
I was promised a 200 gift card, for each number I ported over to t mobile. I ported two numbers over from att in June, after looking at t mobiles coverage map for my area. Instead of great 5 g supposed coverage, I had zero. Multiple calls, and still never even received the 2, $200 gift cards that were part of the promotion, to get me to switch. I called in multiple times to submit the request for them, was told it was handled but still no cards. Last I called, a month ago, was told my issue was being"escalated". It's bad business to falsely advertise inflated coverage areas, plus a prepaid card for each line, to never receive either. I've spent multiple hours on the phone with t mobile to resolve this. Corporate America is unfortunately full of crooks. Thanks
Business Response
Date: 10/05/2023

October 5, 2023

FILED ELECTRONICALLY

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

            Re:     *********************************
                        Your File No. 20645191
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated September 23, 2023,regarding the above-referenced account.

T-Mobile regrets any inconvenience to *********************************, and we welcome the opportunity to address this matter. Our records indicate that ********************************* activated their account on July 15, 2023, with five voice lines and subscribed to our Go5G ************* plan. Please note, ********************************* ported in the lines ending in ****, ****, and **** onto three of the previously activated lines on August 15, 2023. It should be noted, from April 23, 2023, to August 16, 2023, T-Mobile awarded a $200.00 port-in rebate when customers activate a new voice line of service on Go5G Plus or equivalent rate plan, port in an eligible number, and register online at promotions.t-mobile.com with promo code 2023SWITCHP8 within 30 days of activation. As the lines were activated 31 days prior to porting in, ********************************* regrettably did not qualify for this promotion.

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.

Our office contacted ********************************* on September 27, 2023, and in an effort to provide an amicable resolution, we offered to award them with a rebate card in the amount of $400.00. We regret 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:09/22/2023
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 started service with T mobile back in February 2023. The service would not work in the town where I live. I called T Mobile and was told there was no tower for cell service. T mobile had me send back the phones, they apologized for not realizing this was a dead area for their service. I did as they wanted and sent the phones back. I started getting bills from T mobile. They were adding up to over ******. I called T mobile once again and was told that my Husbands number was not cancelled when we returned the phone. The gentleman I was talking to on the phone talked with a manager and agreed to correct the account. I was told everything was taken care of and I would not be contacted again. In August I received an invoice showing a credit balance. The next week or so I received another bill for ******. This has now been turned over to a collection agency. This has been so frustrating. Please help with this situation. Sincerely, *********************
Business Response
Date: 10/05/2023

October 5, 2023

FILED ELECTRONICALLY

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

Re: *********************
Your File No. 20644727
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 22, 2023, regarding the above-referenced account.

T-Mobile regrets any concerns ********************* may have experienced regarding their coverage and 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 a moderate coverage area with no known issues.

T-Mobile records confirm ********************* account was activated on January 15, 2023, with four voice lines of service ending in ****, 5666, **** and ****. The lines of service were subscribed to our Magenta *** rate plan for $150.00 monthly including taxes for the first two lines of service, and $35.00 monthly for each additional line of service. Additionally, the mobile number ending in **** was subscribed to our optional Protection 360 Tier 5 feature for $18.00 monthly plus taxes. The account also had a ********************** internet number ending in ****, which was subscribed to our ********** with Paired DIGITS rate plan for $15.00 monthly.

Please note, ********************* account was enrolled in AutoPay, which is a free service 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. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. Additionally, accounts enrolled in AutoPay with an eligible payment method may receive a monthly discount in the amount of $5.00 per line of service.

In addition to the monthly recurring charges, ********************* took advantage of our Equipment Installment Plan (***) with the purchase of several devices. *** is a payment option that allows eligible customers to purchase handsets by remitting a down payment at the time of purchase, if required, and agreeing to pay the remaining balance in monthly installments. ********************* sed Equipment Installment Plan (***) to purchase the following:

An Apple iPhone 14 handset. ********************* was not required to remit a down payment, and agreed to 24-monthly installments of $33.34.
A ******* Galaxy 40MM Watch. ********************* was not required to remit a down payment, and agreed to 24-monthly installments of $10.42. This purchase qualified for our 2022 ******* Watch P9 promotion, and as such, the *** was enrolled to receive 24 monthly Recurring Device Credits (RDCs) in the amount of $10.42.
A ******* Galaxy S23 handset. ********************* was not required to remit a down payment, and agreed to 24-monthly installments of $35.84.

As of the time of ********************* purchase, T-Mobile provided a return period of 20 days from the date of receipt which allowed ********************* to use the equipment to see if it meets their needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable equipment financing agreement entered at the time of the original purchase.

Please be advised, if a customer has an open *** and the account is canceled, any remaining promotional offers are removed and future RDCs forfeited, and any open *** balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the *** agreement provided at the time of purchase.

On March 6, 2023, ********************* remitted a payment in the amount of $222.84, for the balance reflected on the February 16, 2023, billing statement. Our records confirm ********************* contacted our ************* following this payment, and indicated they experienced issues with their coverage and requested to return the above T-Mobile devices. Regrettably, the 20-day return period had expired, and as such, the devices were not eligible for a return.

Nevertheless, on March 11, 2023, T-Mobile agreed to accept the return ********************* equipment. ********************* was provided a prepaid return label via email. Additionally, the mobile number ending in **** was scheduled to be cancelled effective March 15, 2023. Pursuant to ********************* request, the mobile numbers ending in ****, 5666, **** and **** were left active, to allow the mobile numbers to be ported to another service provider. Please be advised, the arrangement to port the line of service is 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.

On March 16, 2023, the mobile numbers ending in ****, 5666 and **** were cancelled when they were ported to another service provider. Unfortunately, T-Mobile never received a number transfer or cancelation request for the mobile number ending in ****. As such, the line ending in **** remained active and subscribed to the Magenta *** rate plan for $150.00 monthly including taxes, before the AutoPay discount.

On March 27, 2023, ********************* above devices were received as returned. As a result, the associated **** were closed, and the account was no longer billed monthly for the devices. Additionally, ********************* Credit Card ending in **** was refunded in the amount of $98.49 for the taxes paid at the time of activation.

As ********************* authorized AutoPay, payments for their monthly recurring charges were remitted via the stored payment method on the following dates:

On April 6, 2023, in the amount of $******.
On May 6, 2023, in the amount of $125.83.
On June 6, 2023, in the amount of $140.00.

Pursuant to ********************* request, on June 24, 2023, the mobile number ending in **** was cancelled effective immediately. On July 15, 2023, the above payments were returned by ********************* financial institution as unpaid. 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. As such, the payment amounts were returned to the account balance, and ********************* account was assessed three Returned Payment Fees in the amount of $35.00 each, which updated the account to reflect a balance owed in the amount of $555.62. This balance was reflected on the revised billing statement dated July 16, 2023.

On July 20, 2023, T-Mobile ********************* contacted our ************* regarding the above payments. In an effort to resolve ********************* concerns at that time, T-Mobile issued a credit to the account in the amount of $555.62. However, on July 30, 2023, ********************* returned payment of $140.00that was originally remitted on June 6, 2023, was reversed, and reapplied to the T-Mobile account. The associated returned payment fee of $35.00 was credited at that time, resulting in a credit balance of $175.00 at that time.

On August 1, 2023, ********************* payment in the amount of $222.84 which was originally remitted on March 6, 2023, was partially refunded, in the amount of $191.80, resulting in a balance owed in the amount of $16.80. On August 2, 2023, ********************* above returned payments of $125.83 and ****** were reversed by the financial institution, and reapplied to the account balance. Additionally, the returned payment fees of $35.00 associated with the returned payments were both credited, resulting in the account reflecting a credit balance in the amount of $314.49.

On August 25, 2023, ********************* payments in the amount of $125.83 and $****** which were reversed on August 2, 2023, were once again returned by their financial institution as unpaid. On August 26, 2023, ********************* returned payment in the amount of $140.00 which was reversed on July 30, 2023, was once again returned by their financial institution as unpaid. A returned payment fee in the amount of $35.00 was assessed to the account for each returned payment. As a result, ********************* account was updated to reflect a balance owed in the amount of $191.80.

As the balance of $191.80 remained outstanding and our internal collection efforts were unsuccessful, on September 6, 2023, ********************* account was referred to a third-party collection agency. As such, ********************* account was assessed a one-time collection fee in the amount of $47.95, updating the balance owed to $239.75. ********************* account currently resides with Frontline Asset Strategies. Based on the above, it is T-Mobiles position that the balance is valid and owed. ********************* may contact Frontline Asset Strategies directly at ************ for payment options. 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.

Baby Trindle
Executive Response
Customer Answer
Date: 10/07/2023

Complaint: 20644727

I am rejecting this response because:
The information provided by T Mobile is not correct and incomplete.

Sincerely,

*********************
Customer Answer
Date: 10/07/2023
The reason for changing our service from ******* to T Mobile was not that we were dissatisfied with their coverage. Our goal in the change to T Mobile was a cheaper rate and more data. T Mobile's rates and data plans met those criteria. Unfortunately, their coverage was completely unsatisfactory. All of our numbers would not receive coverage in *********. The phone ending in **** is used at the *****'s place of work, and she could not use the phone inside the building (In ***********, **) This problem did not exist until the change over from ******* to T Mobile.
There was an additional problem in the changeover to T mobile. The phone number on the account ending in **** could not be made to work.(The number worked fine as a ******* phone number) Numerous calls and visits were made to T mobile to get the phone to perform. It would not connect. Calls could not be made in or out and services could not be used. On one of the visits to the T mobile store, a technician for T mobile informed us that the **** number could not be switched over and we had to get a new number. ************ was turned off at the T mobile store and a new number was assigned in its place. That number is ************. This change was not a choice we wished to make or asked for. All of the contacts, credit card accounts, IRS, health care etc. were linked to the **** number. It took numerous hours to inform all our account and contacts of the new **** number.
Much of the payment dispute concerns the phone number ending in ****. T Mobile contends that we did not cancel this number and thereby owe for service. The moment the **** number was switched to **** at the T Mobile store, our obligation to pay for the **** number should have ended. In that someone at T Mobile did not properly document the switch should not place a financial obligation on us. They are trying to bill us for 3 months of **** that was not in use.
T Mobile was diligent in their effort to try and make the services work. However, they were not able to do so on many levels. We were pleased that we were able to change back to ******* where the coverage is consistent with our needs.

Business Response
Date: 10/20/2023
October 20, 2023

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile)is in receipt of your correspondence dated October 16, 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 about concerns ********************* has regarding the account and we appreciate the opportunity to respond. T-Mobile records indicate the account was activated on January 15, 2023, with four voice lines of service ending in ****, 5360, 6360 and **** on the Magenta *** rate plan for $240.00 monthly including taxes and fees. Additionally, there was one watch line ending in **** on the Data W/ DIGITS rate plan for $15.00 monthly.

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. The account was enrolled in Autopay on the date of activation. The account received a $5.00 discount per line for being enrolled in Autopay.

T-Mobile records indicate on January 15, 2023, ********************* took advantage of our Equipment Installment Plan (***) with the purchase of an Apple iPhone 14, 128 GB handset. *** is a payment option that allows eligible customers to purchase handsets by remitting a down payment at the time of purchase, if required, and agreeing to pay the remaining balance in monthly installments. ********************* was not required to remit a down payment; however, they agreed to pay $52.00 for the taxes on the full retail price. ********************* then agreed to a series of ************************** the amount of $33.34. ********************* also purchased a Galaxy Watch4 44 MM on the *** and agreed to pay $16.25 for the taxes on the full retail price. ********************* agreed to ************************** the amount of $10.42.

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 a moderate coverage area with no known issues.

On February 1, 2023, ********************* contacted our ************* Team regarding service issues they were experiencing at their home. ************* informed ********************* of the expected moderate coverage for their area.

On February 27, 2023, ********************* purchased a ******* Galaxy S23 on the *** and agreed to pay $65.00 for the taxes on the full retail price. ********************* agreed to ************************** the amount of $35.84.

On March 8, 2023, ********************* contacted our ************* Team stating they were unable to make and receive calls. ************* performed troubleshooting,and it was determined that the coverage was the root cause of the issues. On March 11, 2023, our ************* Team provided return labels to ********************* for the return of the devices that were purchased on the ***. Our records confirm that the handsets were received by T-Mobile and as a result, each device *** was closed out.

On March 15, 2023, at ********************* request, the line ending in **** was cancelled. Additionally, the mobile numbers ending in 5360, 6360, and **** were transferred to another service provider on March *******. Please note, we have no record of a cancelation request for mobile line ending in ****, as such, ********************* continued to be charged monthly for the line. T-Mobile is unable to substantiate that a mobile line ending in **** was activated on the account to replace ********************** line ending in ****.

The billing statement dated June 15, 2023, generated in the amount of $140.00. The billing statement included monthly charges for the billing period of June 16, 2023, to July 15, 2023.

On June 24, 2023, ********************* contacted T-Mobile regarding their billing statement concerns. At ********************* request,mobile line ending in **** was cancelled, effectively canceling the account. Additionally, the *************** was removed at ********************* request.

On July 13, 2023, ********************* contacted T-Mobile and disputed the balance on their account. Regretfully, ********************* was unable to verify the account security pin and was asked to visit a ********************** store for further assistance with account verification.

On July 15, 2023, T-Mobile received notification that there were three payments that were returned to T-Mobile unpaid from ********************* financial institution. The returned payments were in the amount of $125.83, $140.00, and $135.46. As a result of the returned payments, three returned payment fees in totaling $105.00 were applied to the account, updating the balance to $646.29.

The billing statement dated July 15, 2023, had a balance due of $555.62. The billing statement included the past due balance of $646.29, a $7.00 late payment fee, and a prorated bill credit in the amount of $97.67 as the account was canceled mid-cycle.

On July 20, 2023, ********************* contacted our ************* Team regarding their concerns surrounding the aforementioned billing statement. As a courtesy, ************* issued a bill credit in the amount of $555.62 updating the account balance to zero.

On July 30, 223, T-Mobile received notification from ********************* financial institution that the returned payment in the amount of $140.00 was reversed and credited back updating the account to a credit balance in the amount of $140.00. Additionally, the $35.00 returned payment fee was adjusted updating the account to a credit balance of $175.00.

On August 1, 2023, a refund was processed in the amount of $191.80 on the account,which was applied directly to ********************* Credit Card. After the refund was issued the updated balance on the account was $16.80.

On August 2, 2023, T-Mobile received notification from ********************* financial institution that the returned payment in the amount of $135.46 was reversed and credited back to the T-Mobile account. The payment was posted to the account and updated the account to a credit balance in the amount of $118.66. Additionally,the returned payment fee was adjusted in the amount of $35.00 updating the account to a credit balance of $153.66. Furthermore,the payment in the amount of $125.83 was returned to the account and the $35.00 returned payment fee was adjusted, updating the account to a credit balance in the amount of $314.49.

On August 25, 2023, the payment in the amount of $125.83 was returned to T-Mobile unpaid once again. As a result, the amount of $125.83 along with a returned payment fee of $35.00 were assessed to the account updating the account to a credit balance $118.66.   On the same day there was another returned payment in the amount of $135.46. Subsequently,the amount of $135.46 and a returned payment fee of $35.00 were assessed to the account updating the balance to $51.80. On August 26, 2023, the $140.00 payment was returned to T-Mobile unpaid and as a result,the amount of $140.00 and a $35.00 retuned payment fee were assessed, updating the account to a credit balance of $191.80.

Regrettably as T-Mobile did not receive a payment the account was referred to a third-party collection agency on September 6, 2023. A collection fee was assessed on the account in the amount of $47.95 updating the balance to $239.75.

On October 19, 2023, T-Mobile issued a credit to the account in the amount of $239.75 updating the balance on the account to zero. T-Mobile removed the account from third-party collections and requested the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note it may take up to 90 days for ********************* credit report to reflect the change.

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: 10/20/2023

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. Thank you so very much for your assistance with this matter. I greatly appreciate it.

Sincerely,

*********************
Initial Complaint
Date:09/22/2023
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 issue first arose on August 25 when my line was randomly suspended after I had already paid my phone bill. My auto pay was on, so no it wasn't a late payment. It took Tmobile several days just to get my service turned back on but still, my text messaging would not work. I called and called about this issue.I called on:August 25th Got into a severe CAR ACCIDENT on AUGUST 26th AND DIDN'T EVEN HAVE A WORKING PHONE TO CALL AND NOTIFY MY LOVED ONES!August 27th August 28th August 29th September 4th After this continued to be unresolved for two weeks, I called and cancelled my service with Tmobile on September 8th. No one advised me at this time that I would need to have my device unlocked for it to work with another carrier.After purchasing another phone plan and attempting to activate my phone, the representative at my new service provider advised that I would need to have my phone unlocked.I called T-Mobile AGAIN on September 8th to initiate the unlock process and was advised it would take 5-7 business days and there was no way to accelerate the process.I waited for two weeks and called again on September 22nd and asked for a supervisor from FOUR DIFFERENT REPRESENTATIVES! THREE OF THEM EITHER HUNG UP ON ME OR REFUSED TO TRANSFER THE CALL!!!After finally getting to a supervisor, the supervisor was still unable to help me and gave me a PO BOX number to SEND A LETTER TO EXECUTIVE OFFICE THAT WILL PROBABLY NEVER GET ANSWERED!
Business Response
Date: 10/05/2023

October 5, 2023

FILED ELECTRONICALLY

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

            Re:     *******************
                        Your File No. 20644566
                        T-Mobile Prepaid number XXXXXX****

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated September 23, 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 Fae Ashleys concerns within this letter.

T-Mobile regrets any concern ******************* has experienced regarding their prepaid service and we appreciate the opportunity to respond. On April 24,2023, ******************* was subscribed to T-Mobiles *************** with the Connect by T-Mobile Unlimited Talk and Text with 12GB Data with the line ending in ****, for $35.00 per month.

The renewal date is the 24th of each month. Please note that if there is no payment posted on the renewal date, the service will automatically suspend until renewal is completed. Additionally, T-Mobile was unable to determine their AutoPay status. Please note that T-Mobile records reflect on September 9, 2023, Fae Ashleys account was cancelled.

Mobile Device Unlocks (***)are available for those devices that meet our eligibility requirements. Please be advised that ***s are available for those devices that meet our eligibility requirements which are available at ****************************************************************************************************;

Please note that T-Mobile was unable to determine the handset that ******************* was requesting the *** for, if they can provide the **** number, we can check if the device is eligible for an ***. If ******************* should still need assistance with the *** for their handset, they are able to contact our office at the number below or via email 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 USA, INC.

*********************
Executive Response
Initial Complaint
Date:09/22/2023
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 Purchased my new iPhone 15 Pro (Universal Unlocked) out right with trade in and cash from a Local Best Buy. The phone was to be activated with my ******* and the info would be transferred, however a T-Mobile E-sim from my previous device had activated the new device leaving my new device carrier locked to T-Mobile. I spoke to the representatives at Best Buy and they advised me to contact t-mobile to remove the carrier unlock from the new device as they are unable to return or exchange the device due to the lock. I contacted T-Mobile and explained the situation and they refuse to do anything to assist me. They are stating that the device in question is not on my account or locked when its is. They are diverting the blame and assistance elsewhere. My T-Mobile account is set to be canceled hence the urgency to get my phone unlocked so I may use it with the primary intended carrier *******. Apple as well is unable to unlock the device as it is ********************** who has the carrier lock on the device. Below are images showing I paid for the device and how the device is indeed locked and the phones IMEI is shown to give more support.
Business Response
Date: 10/04/2023
October 4, 2023

FILED ELECTRONICALLY

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

            Re: ***************************
                        Your File No. 20644329
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated September 22, 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 ***** Madrigals concerns within this letter.

T-Mobile regrets hearing of ***** Madrigals device concerns, and we appreciate the opportunity to respond to this matter. Mobile Device Unlock (MDU) requests are approved for devices meeting the eligibility requirements. In reviewing this matter, *************************** indicated their non-T-Mobile handset became locked to T-Mobile's network upon using it with our service. Please note, if customers purchase an Apple iPhone from a third-party retailer, it may automatically lock to the first SIM card inserted into the device. It is recommended to remove any SIM card from the device, backup data, and complete a master reset in attempt to unlock it. However, if the above steps do not work, *************************** will need to contact our office at the number located below and be able to provide a proof of purchase for T-Mobile to unlock the device. ********************** 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:09/22/2023
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 paid for my prepaid connection ***********) on September 17 at *****am EST. As the bill cycle is for 30 days, so my billing cycle should have been from 09/17 to 10/16.But T-Mobile has back-dated my bill cycle from 09/16 to 10/15.So, they are charging me for 09/16 even though I did not pay for the services for that day!I logged a ticket (********) with T-Mobile and they are closing it repeatedly without providing any resolution!
Business Response
Date: 10/05/2023

October 5, 2023

FILED ELECTRONICALLY

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

Re: ***********************
Your File No. 20644325
T-Mobile Prepaid No. XXX-XXX-9017

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 22, 2023, regarding the above-referenced prepaid account.

T-Mobile regrets any concerns *********************** may have regarding their prepaid account, and we appreciate the opportunity to address those concerns. T-Mobile records confirm *********************** subscribes to our Connect by TMO *** *************************** rate plan for $15.00 monthly plus taxes and fees. Records reflect that the refill date for this account shows that it was done on September 16, 2023. T-Mobile is currently looking into the issue for the inadvertent error that caused the billing period to back date.

Our office spoke with *********************** on October 4, 2023, in which we advised of the inadvertent error. To amicably resolve the issue the account was credited $15.00 to cover the following month. 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: 10/12/2023
The technical issue has not been fixed. But ****** from T-Mobile has helped in providing a compensation for the day that was not considered in the current billing cycle (10/16).
Summary: Irrespective of the timezone we are located, T-Mobile always considers PST timezone. So, if we are in EST timezone, we have to wait till 3am in the midnight to do any changes in the account so that the current date can be considered.
Business Response
Date: 10/30/2023

October 30, 2023

FILED ELECTRONICALLY

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

Re: ***********************
Your File No. 20644325
T-Mobile Prepaid No. XXX-XXX-5809

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 25, 2023, regarding the above-referenced prepaid number.

T-Mobile regrets any continued concerns *********************** may have regarding their prepaid account, and we appreciate the opportunity to respond. In ************************* letter to your office, they state their account is maintained in the Pacific Time Zone. Please note, as T-Mobiles corporate headquarters are based in ********, **********, our systems are aligned to operate within **************** Time. As such, we are unable to accommodate ************************* request to change our systems to reflect their time zone. 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:09/22/2023
Type:Sales and Advertising 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 was lied to about my monthly pricing multiple times and the reps did not notate the account correctly. Pulling up the recorded calls could easily resolve the issue that resulted in me being scammed into losing a total of almost $600 I should never have had to pay after being a loyal customer for at least 8 years. I just got off the phone with customer service saying they did not tell me that; When I asked them to pull the recorded calls for reference they refused and proceeded to call me a liar. ******* and manager named Cre were extremely rude and would talk over me every chance they get. I dont appreciate being lied to and misled by a company Ive been with for so many years. On top of that, the employees were extremely condescending & rude. *** NEVER had an experience like this with an organization, I shouldnt be responsible for their mistakes.
Business Response
Date: 10/05/2023
October 5, 2023

FILED ELECTRONICALLY

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

Re: *********************
Your File No. 20644044
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 22, 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 any concerns ********************* has experienced regarding their billing and we appreciate the opportunity to respond. ********************* is subscribed to the T-Mobile Essentials plan on the line ending in **** for $65.00 per month plus taxes and fees. ********************* also has a Mobile Internet line subscribed to the T-Mobile Unlimited Tablet for $65.00 per month; however, this line receives a Mobile Internet discount of $40.00 per month for having an active voice line. ********************* took advantage of T-Mobiles optional Protection 360 for $18.00 per month. ********************* also purchased an Apple iPad Air Sky **** 256GB device with monthly installments of $30.00. However, the final installment for this device was on the billing statement dated August 22, 2023, which is detailed below.

On May 27, 2023, a replacement equipment was ordered for *********************** non-working Apple iPad Air 4 device, and it was shipped to them on May 27, 2023. Please be advised in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment to avoid being charged a non-return fee. Our records indicate we did not receive the non-working equipment. As such, ********************* was charged $473.14 for the non-return fee and applicable taxes. Please note the possibility of a non-return fee was disclosed to ********************* at the time the claim was processed.

On July 18, 2023, ********************* took advantage of T-Mobile Equipment Installment Plan (EIP) with the purchase of an Apple iPhone 13 Pro 128GB at the purchase price of $999.99. ********************* was not required to remit a down payment and agreed to 23 monthly installments of $41.67 and a 24th and final installment of $41.58.

The billing statement dated July 22, 2023, reflected a balance of $609.72. This included monthly recurring charges, features, and EIP for July 23, 2023, through August 22, 2023, in addition to the non-return fee of $473.14. On August 22, 2023, a payment in the amount of $136.58 was remitted, and a $10.00 payment support fee was assessed for remitting payment via Customer Care. This updated the account balance to $483.14.

The billing statement dated August 22, 2023, reflected a balance of $699.71. This included a past due balance of $483.14 and new charges of $216.57 for recurring charges, features, and EIP for August 23, 2023, through September 22, 2023. On September 5, 2023, a payment of $483.14 was remitted, which updated the balance to $216.57.

T-Mobile records reflect that on September 12, 2023, the non-return fee was credited in the amount of $473.14. This would be reflected on the following billing statement.

The billing statement dated September 24, 2023, reflected a credit balance of $91.16. This included a past due of $216.57, monthly service charges of $97.20, Protection 360 charges of $19.49, EIP charges of $41.67, a late fee of $7.05, and a credit of $473.14 for the non-return fee.

Based on the above, it is T-Mobiles position the account has been appropriately billed, and the non-return fee was adjusted in full. If ********************* should wish to discuss this further, they may contact our office at the number listed below or at ************************************************. 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:09/22/2023
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 order ******** services was working correctly. I sent the equipment back. ***************** said it was error for billing me. Than on my credit report. I didnt have their service 2 months. Because I kept my original ******* just in case something went wrong before I cancel. So they trying to make me pay for a service I didnt keep during that time. I kept calling about the bill statement. Customers people said their mistake avoid. Then manager say you have to pay that bill. I said that fraud because I could have to internet service running same line. I dispute few months ago credit statement. Than it pop up different collection with t mobile!
Business Response
Date: 10/04/2023

October 4, 2023

FILED ELECTRONICALLY

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

Re: ***********************
Your File No. 20644030
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 22, 2023, regarding the above-referenced account.

T-Mobile regrets any concern *********************** had regarding their T-Mobile account balance. Records reflect that on May 23, 2022, *********************** activated one line of service on T-Mobile's Home Internet rate plan at a monthly cost of $55.00 including taxes. On May 24, 2022, a call was made to our ************* team to upgrade the Home Internet router to a different model. Regrettably, there was no way to guarantee a different model would be provided via a warranty exchange. As such, a second Home Internet line of service was added to the account on May 25, 2022, at a monthly cost of $55.00 including tax, increasing the monthly service cost to $110.00 including tax. On June 2, 2022, the initial line of service was canceled, and the router returned to T-Mobile.

However, as no payments were remitted for service, on July 1, 2022, the account was canceled for non-payment. Records reflect the router for the second line of service was returned to T-Mobile. At the time of cancelation, the balance on the account reflected $96.32 for the prorated services from the two lines. As no payment was remitted, on November 3, 2022, the account was referred to an outside collection agency, ***************************** As they were unable to resolve the balance, on May 2, 2023, the account was referred to ****************** Inc.

Please note, via a dispute with ****************** **** T-Mobile's collection support team reviewed the dates of service, usage and dates of cancelation and determined that a prorated credit of $16.56 was due to *************************** account and at that time, revised the owed balance to $79.76 due immediately. It is in T-Mobile's position that this balance reflects services provided from May 23, 2022, through July 1, 2022, and is valid and owed. *********************** may contact ****************** ***** directly at ************** to arrange payments. We regret 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:09/22/2023
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 5/8/23- I inquired about adding a 7th line to my account. I did this through the chat system and I was guaranteed that my new (7th) phone line would be the same price as al my other lines $20 per line. I knew i needed to get this information prior to addling the line. I was being proactive so i would not be dealing with this issue now four months later and much time taken trying to resolve the issue.On 6/08/23 after receiving my monthly statement I called to dispute my action as now I was being charged an additional $143.86 to my monthly charges instead of the $20 I was guaranteed. The representative stated that there was a computer glitch an an IT ticket had been submitted. t Rep was kind enough to credit me $80 but not the full amount of incorrect charges. Rep also guaranteed to call me back on 6/15/23 at 10:00am to confirm the error was fixed in their computer system. 6/15/23- Rep called me back on time for our appointment and rep confirmed that the glitch had not been fixed and that he would call me back on 7/1/23. This time, representative did not keep his appointment to return my call. On 7/11/23 I called again to inquire on the error and I spoke to a Supervisor by name of ******** (my reference # I2293806229 was provided, this time she told me that the T-mobile billing needed to be updated and once I received the T-mobile text to update my billing to follow the prompts so my billing could be transferred to T-mobile in order to see the correct billing charges. She stated that because the billing was with Sprint/T-Mobile my bill now needed to be with T-mobile. I was very specific that I was not in agreement in changing it but she stated that because T-mobile took over, I needed to switch once I got my text message from them to do so. There was no other way for my correct charges to show unless I did what I was told. Per ******** the billing needed to be moved over to the T-mobile towers and then billing would align itself. 8/31/23- Called again as my bill was still not corrected, spoke to another rep and rep insisted that i was not on a better plan hen with Sprint. The call took over an hour and I could not finish since I was at work and could not resolve problem.9/15/23- Called and spoke to a Lead by name of ****************** insited that now that I was in a T-mobile plan, they could not revert back to a sprint plan because my plan was not grandfathered in. This was extremely upsetting as this is the first time I heard of this, as I did not agree or change my plan. I wanted him to provide me something in writing telling me that t-mobile would not honor my original plan with sprint. **** stated he had nothing in writing that I was notified my plan would change. I requested to escalate my concern and was promissed that a manager would call me with a phone appointment on 9/15/23 at 5pm, and no call was made or returned.I have continued to have excessive bills without my doing and T-mobile has not corrected the problem. I have spent over 10-hours of calls and my time trying to resolve an issue that they caused. had I been told that adding a 7th line would disrupt my plan with sprint, i would have never added a 7th line. I feel strongly that T-mobile has acted maliciously and has shown bad business practices towards me as a consumer by not being transparent in dealings with me. I need help to resolve this dispute. as you can see from my chronology of calls and events, they have not been able to resolve this although I have made countless calls and spent many hours trying to resolve their error with my billing.
Business Response
Date: 10/04/2023

October 4, 2023

FILED ELECTRONICALLY

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

Re: *****************************
Your File No. 20643703
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 22, 2023, regarding the above-referenced account. We are pleased to report we have resolved this matter to ******************************* satisfaction.

T-Mobile regrets any concerns ***************************** may have regarding their account, and we appreciate the opportunity to respond. T-Mobile records confirm as of May 8, 2023, ***************************** had six active voice lines with Sprint ending in 0228, ****, 4737, ****, ****, and ****, which were subscribed to our Unlimited Freedom rate plan with a base cost of $110.00 monthly, plus taxes and fees, and $35.00 monthly for each additional line thereafter. Please note, the ******************************* account qualified for the Plan Upgrade Discount, and receives monthly account bill credits of $20.00, while the lines ending in 4737, ****, ****, and **** receive monthly bill credits of $20.00 per line. In addition, ***************************** had four active Mobile Internet lines ending in 7975, 7976, ****, and ****, which were each subscribed to our DIGITS Unlimited Apple Watch rate plan with a base cost of $15.00 monthly, plus taxes and fees, for each Mobile Internet line.

******************************* 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 31st of one month through the 30th of the next month. Notice of the monthly recurring service charges are available on or around the 30th of the month, and those charges are then due on or around the 21st. Please note, billing cycles for months without dates 29 or 30 will close on the first day of the next month.

Please note, ******************************* account was previously 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 may also receive a monthly bill credit of $5.00 per line, for up to eight lines, for enrolling AutoPay with an eligible payment method.

T-Mobile records indicate on February 11, 2022, ***************************** traded in a handset and took advantage of our Equipment Installment Plan (***) with the purchase of an Apple iPhone 14 *************** for the line ending in ****. *** is a payment option that allows eligible customers to purchase handsets by remitting a down payment at the time of purchase, if required, and agreeing to pay the remaining balance in monthly installments. ***************************** agreed to pay the device balance via 24 monthly installments of $45.84. In addition, the line ending in **** and *** above previously qualified for our expired 2022 Apple Trade P5 promotion, and received monthly Recurring Device Credits (RDCs) of $16.67, which coincided with the *** term.

In addition to the above rate plan, ***************************** enrolled the lines ending in 0228, 4737, ****, and ****, in our optional Protection 360 Tier 5 feature with a cost of $18.00 monthly, plus taxes and fees, for each line. In addition, ***************************** enrolled the line ending in **** to our optional Protection 360 Tier 5 (LS) feature with a cost of $15.00 monthly, plus taxes and fees, the line ending in **** to our optional Protection 360 Tier 4 feature with a cost of $16.00 monthly, and the line ending **** to our optional Protection 360 Tier 3 feature with a cost of $13.00 monthly plus taxes and fees. Finally, ***************************** enrolled the Mobile Internet lines ending in 7975, 7976, and ****, to our optional Protection 360 MI Tier 3 feature with a cost of $13.00 monthly, plus taxes and fees, for each Mobile Internet line. As such, ***************************** pays a total of $155.00 monthly, plus taxes and fees, for the Protection 360 features associated to the above referenced lines of service.

T-Mobile records indicate on May 9, 2023, ***************************** activated an additional voice line ending in ****. ***************************** used our *** at that time, with the purchase of an Apple iPhone SE3 handset on the line ending in **** via 24 monthly installments of $17.92. Please note, beginning on January 19, 2023, and for a limited time, T-Mobile offered our 2023 Apple Activate P2 promotion in which customers could get 50% off an Apple iPhone SE3 handset, up to $215.00 off, via monthly RDCs when purchased via ***, and when customers activated a new voice line of service on an eligible rate plan. Accordingly, the line ending in **** qualified for the 2023 Apple Activate P2 promotion and received monthly RDCs of $8.96. Please note, ******************************* monthly recurring charges were updated to $438.68 monthly at that time.

The billing statement dated May 31, 2023, reflected a balance of $533.25 which was due by June 21, 2023, and consisted of regular and pro-rated monthly service charges, monthly *** charges, and applicable taxes and fees. Please note, this billing statement included regular and pro-rated monthly service charges associated the line ending in **** in the amount of $143.86. Upon further review, we confirmed that due to an inadvertent error, the line ending in **** activated on May 9, 2023, was subscribed to our Unlimited Freedom rate plan designed for a single line of service and not the correct multi-line rate plan designed for seven voice lines of service.

On June 8, 2023, ***************************** contacted our ************* team, at which time ********************** issued courtesy credits totaling $80.00 to the account, which reduced the account balance to $453.25. On June 21, 2023, ***************************** remitted a payment of $453.25 via AutoPay, which reduced the account balance to zero. On July 1, 2023, the rate plan was corrected, and the above voice lines were subscribed to our Unlimited Freedom rate plan designed for seven voice lines of service, with a cost of $110.00 monthly plus taxes and fees for the first two lines, and $35.00 monthly for each additional line.

In ******************************* correspondence to your office, they stated they contacted T-Mobile on May 8, 2023, prior to adding the line ending in **** and our ************* team informed them the new line would be $20.00 monthly. We are unable to substantiate that our ************* team informed ***************************** the new line ending in **** would be $20.00 monthly. Please be advised, the correct monthly charge for the line is $30.00, which includes the AutoPay monthly discount of $5.00 per line while maintaining eligibility. 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.

The final billing statement on the Sprint billing system was dated July 1, 2023, and reflected a balance owed in the amount of $432.24 which consisted monthly service charges, monthly *** charges, and applicable taxes and fees. Please note, this billing statement included a monthly service charge associated to the line ending in **** in the amount of $30.00, which included the AutoPay monthly discount of $5.00 per line. Payment for this balance was due by July 21, 2023. On July 11, 2023, our ************* team applied a courtesy credit to the above account in the amount of $76.94, which reduced the account balance to $355.30 at that time. On July 21, 2023, ***************************** remitted a payment of $355.30 via AutoPay, which reduced the account balance to zero.

On July 25, 2023, ******************************* account underwent the Magenta Complete process. Magenta Complete is an automated process that moves eligible customers from the Sprint billing system to the T-Mobile billing system. Customers who have been moved to the T-Mobile billing system automatically will notice some differences in their self-service capabilities, bill format, and account verification processes. Magenta Complete customers will also move to a T-Mobile rate plan that is similar to their current rate plan under the Sprint billing system. It should be noted that eligible customers will not see an increase in their base bill amount, due date, or services.

The first T-Mobile billing statement dated July 31, 2023, reflected a balance owed in the amount of $441.50 which consisted of monthly service charges, *** charges, and applicable taxes and fees of $441.50 for the billing period dated July 31, 2023, to August 30, 2023. Please note, this billing statement included a monthly service charge associated to the line ending in **** in the amount of $30.00, which included the AutoPay monthly discount of $5.00 per line. On August 19, 2023, ***************************** remitted a payment of $441.50 via AutoPay, which reduced the account balance to zero.

The billing statement dated August 31, 2023, reflected a balance owed in the amount of $438.35 which consisted of monthly service charges, *** charges, and applicable taxes and fees of $438.35 for the billing period dated August 31, 2023, to September 30, 2023. On September 19, 2023, ***************************** remitted a payment of $438.35 via AutoPay, which reduced the account balance to zero.

On September 25, 2023, our office spoke with *****************************, and provided the above information. We confirmed ******************************* monthly recurring charges are $438.68 monthly, including taxes and fees. As a gesture of goodwill, we applied a one-time courtesy credit of $400.00 to the above account, which updated the account to reflect a credit balance of $400.00. The billing statement dated October 1, 2023, reflected a balance owed in the amount of $38.42 which consisted of the credit balance of $400.00 and new monthly service charges, *** charges, and applicable taxes and fees of $438.42. Payment for this balance is due October 21, 2023. As of the date of this letter, ******************************* account remains active with a balance of $38.42 and we consider this matter resolved and closed. 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.

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