Complaints

This profile includes complaints for T-Mobile USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  T-Mobile USA, Inc.

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  T-Mobile USA, Inc.

  34931 SE Douglas St Snoqualmie, WA 98065-9224

• 

  T-Mobile

  6501 Grape Rd Mishawaka, IN 46545-1007

• 

  T-Mobile USA, Inc.

  1006B 15th St E Tuscaloosa, AL 35404-5811

• 

  T-Mobile

  4640 Avenue W Birmingham, AL 35208-4710

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:06/09/2023

  Type:Billing 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've been with Tmobile for four years, in the event I'm running short I could always make a payment arrangement, which will automatically process from my account on the due dates, This year I received a text stating my phone was compromised and there was nothing to worry about. Beginning of this year I began having problems with the app processing my payments, I would receive text stating my payment didn't process. I would call/text with a rep from the company and give details of my card. ( the same card on the app) and the processing always successful, I've done this all year. I had a payment due on the 28th of May, the difference with this payment was: I had a medical procedure and couldn't call them to get the payment processed (as I'd done previous months) so they suspended my services, instead of me paying $46 owed, I had to pay $146 for restoring fee. I budget every month and couldn't afford the extra payment. Another rep from the company, texted back and forth with me trying to explain the matter, of all the months I've had to call and give them the payment, no one volunteered for me to talk with a technician to fix the app issue, they just accepted the payment and that was it. I should've had to pay an extra $100 for their mistake, the app isn't my responsibility it's the company. I recently brought my payments down where they could be affordable and now I'm forced to make bigger payments on an arrangement. This isn't fair to me. My new bill will be due in a couple days, and I would like this issue resolved by then.

  Business Response

  Date: 06/22/2023

  June 22, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     *************************
  Your File No. 20166345
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 9, 2023, regarding the above-referenced account.   
  
  T-Mobile regrets any concerns ************************* may have regarding their account, and we appreciate the opportunity to respond. After a thorough investigation, T-Mobile determined that a bad actor used a single Application Programming Interface (or API) to obtain limited types of information on a number of customer accounts on or around November 25, 2022, through January 5, 2023.  Our systems and policies prevented the most sensitive types of customer information from being accessed.  No SSN, payment/bank information, or account PINs/passwords were obtained, but some basic customer information such as name, number of lines, contact details and DOB may have been.  T-Mobile discovered the unauthorized activity on January 5, 2023. As soon as we identified the issue, we shut it down within 24 hours and an intensive investigation into the incident began.
  
  On January 19, 2023, T-Mobile began notifying affected customers by inserting language in customer bills and sending notifications on My T-Mobile and the T-Mobile app.  Customers can login to their T-Mobile account for more details.  
  
  As we moved quickly to protect our customers, we also want to encourage and equip them to protect themselves.  While no social security numbers, passwords, PINs, payment card information or other financial account information were exposed, we encourage all T-Mobile customers to regularly take steps to keep their accounts secure including being mindful of phishing attempts. ************************* can change the PIN/Password on their ********************** account by visiting ***********************************************; Additional tips are available at t-mobile.com/onlinesafety. 

  
  For additional protection, current customers can sign up for T-Mobiles scam blocking protection through Scam Shield and/or Scam Protection.  T-Mobile also offers Account Takeover Protection for postpaid customers free of charge, which makes it significantly more difficult for their mobile numbers to be fraudulently transferred (ported out) to another provider.  Customers may contact us to take advantage of these services by dialing 611, *2, or through chatting with us at www.t-mobile.com.
  T-Mobile takes these incidents seriously and deeply regrets that this has happened. While we, like any other company, are unfortunately not immune to this type of criminal activity, we continue to make substantial investments in strengthening our cybersecurity program. 

  
  As stated in our Terms and Conditions of Services, payments are due as reflected on your bill.  Services may be interrupted if ************************* account is past due.  We realize that situations may arise that prevent customers from making the required payment by the due date and we can assist with payment arrangements, if available.  ** services become suspended due to non-payment, customers may be assessed a reconnect fee upon reactivation and will be charged late fees on past due balances. Please be advised that *************************** account has several failed payment arrangements on file. However, ************************* has made contact with ************* on several occasions to report issues with remitting payment on their T-Mobile App. 
  
  On May 14, 2023, ************************* set up a payment arrangement online through their MyT-Mobile profile for their past due balance of $92.10. On this day, ************************* agreed to a payment of $46.05 to be withdrawn from their account on May 28, 2023, and for another payment of $46.05 to be withdrawn from their account on June 11, 2023.  On May 28, 2023, the payment of $46.05 was rejected due to insufficient funds.  As such, on June 1, 2023, the account was partially suspended due to non-payment.  On June 1, 2023, ************************* made contact with ************* to dispute the suspension on their account. However, a payment of $164.57 was paid to restore services which consisted of the past due balance of $92.10 and restore fees totaling $72.47. 
  
  After working with ************************* on June 13, 2023, we found that the T-Mobile App would not allow their payment method to be updated. At this time, numerous troubleshooting steps were taken in efforts to resolve the issue. Regrettably, ************************* continued to report that the payment method would not update. Nevertheless, ************************* did advise they would continue to use the payment method on file and will ensure funds are available when using our payment arrangement option in the future.  As a gesture of goodwill, T-Mobile provided a one-time bill credit of $100.00 to reimburse ************************* for additional fees charged to their account. Please note, the bill credit updated the account balance to $255.51 at the time. 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: 06/25/2023

   
  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:06/09/2023

  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.

  May 30th, I called in about how service was activated and added without my knowledge on my T-Mobile account. There was an additional charge of $30 each month without my knowledge. I ordered these products at a store in-person, the representative ************* misled me Representative *** offered over the phone to make it right by crediting me $250 for my trouble He said he couldn't credit everything all at once, so on May 30th he credited me $50 and said he would call back June 4th to credit the remainder.On June 4th he called back and told me he could only credit $50, and that he would call me and credit the rest the next day. On June 5th i did not receive a call from him, I called in myself and after a hour long queue, I reached a representative who spent another hour trying to figure out what was going on. She ended up crediting me $50 and said that either her or *** will reach out to me and talk/credit the remaining $100. It's June 9th and I have received no such call. I called in today (June 9th) again, to speak with a representative named ******** who escalated my situation with a supervisor. She said she could do nothing to help me, as the apple watch and ipad have been on my account so long and that they were part of separate departments. She also mentioned there is no cap on how much the credit could be issued. She also mentioned that i have access to my bill anytime through the T-Mobile app. I find this insufficient as the app regularly crashes and is unintuitive to navigate. PDF breakdowns of the bill never load. I have been misled twice by T-Mobile. Once by an in-store employee not explaining the full charges as well over the phone and by another employee who was trying to superficially solve my problem by not sticking to his verbal commitment. Absolutely unacceptable *********************** from a company who prides themselves on putting the "customer" first.

  Business Response

  Date: 06/22/2023

  June 22, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     *****************
  Your File No. 20166154
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 9, 2023, regarding the above-referenced account.  ********************** is pleased to inform you that upon speaking with *****************, they confirmed their concern has been resolved to their satisfaction.
  
  T-Mobile regrets any concerns ***************** has regarding the account, and we appreciate the opportunity to address this matter.  On April 17, 2019, ***************** activated the account and had four voice lines of service with the mobile numbers ending in ****, ****, ****, and 7447.  ***************** subscribed to the Magenta *** rate plan at a cost of $150.00 per month which included two voice lines of service, unlimited minutes, unlimited messages, and unlimited data at up to 5G speeds depending on device and network capability.  Additional voice lines of service could be added at a cost of $35.00 per month per line of service.  Please note the account was eligible for a $5.00 per month discount per paid eligible line of service as ***************** enrolled into AutoPay.
  
  On May 21, 2022, ***************** activated a DIGITS line of service with the mobile number ending in ****.  ***************** subscribed to the DIGITS Apple Watch rate plan at a cost of $15.00 per month.
  
  On January 6, 2023, ***************** activated a Mobile Internet (MI) line of service with the mobile number ending in ****.  ***************** subscribed to the MI 2 Gigabyte (GB) rate plan at a cost of $15.00 per month.
  
  The billing statement dated May 19, 2023, reflected a total balance due in the amount of $609.64.  This balance consisted of a past due balance in the amount of $309.57, and new charges in the amount of $300.07.  The new charges consisted of monthly recurring charges, equipment, added features, as well as applicable taxes and fees.  On May 23, 2023, ***************** remitted a payment in the amount of $154.78 updating the balance to $454.86.
  
  On May 27, 2023, ***************** cancelled the voice line of service ending in ****, the DIGITS line of service ending in ****, and the MI line of service ending in ****.  On May 30, 2023, ***************** contacted T-Mobiles ************* to dispute the charge for the DIGITS line of service ending in **** for twelve months totaling $100.00, and the MI line of service ending in **** for five months totaling $50.00.  T-Mobiles ************* advised ***************** the charges were considered valid, however, as a courtesy, T-Mobiles ************* applied a one-time courtesy account credit in the amount of $50.00 updating the balance to $404.86.  Additionally, T-Mobiles ************* advised ***************** they would follow up on the account on June 4, 2023, to apply an additional account credit.  Please note our records do not reflect the amount of the credit that was discussed, and we regret any inconvenience this may have caused ******************
  
  On May 31, 2023, ***************** cancelled the voice line of service ending in ****.  On June 4, 2023, T-Mobiles ************* contacted ***************** regarding their concerns from May 30, 2023.  As promised, T-Mobiles ************* applied a one-time courtesy account credit in the amount of $50.00 updating the balance to $354.86.
  
  On June 5, 2023, ***************** contacted T-Mobiles ************* regarding their dispute from May 30, 2023, mentioned above, whereas T-Mobile applied a one-time courtesy account credit in the amount of $50.00 which updated the balance to $304.86.  Additionally, T-Mobiles ************* advised ***************** they would investigate their concerns further regarding the remaining $100.00 credit and reach back out to them.  Furthermore, on June 5, 2023, ***************** remitted a payment online at www.T-Mobile.com in the amount of $4.79 updating the balance to $300.07.
  
  On June 9, 2023, T-Mobiles ************* contacted ***************** and respectfully declined their request for the additional $100.00 account credit as the charges were considered valid.  Pursuant to the Terms and Conditions of Service, which can be found at www.t-mobile.com/responsibility/legal/terms-and-conditions, customers must notify T-Mobile of any dispute regarding their bill or charges to their account within ******* from T-Mobile providing notice of the charge.
  
  On June 12, 2023, upon speaking with *****************, as a courtesy and means to amicably resolve their concerns, T-Mobile offered, and ***************** accepted, a one-time courtesy account credit in the amount of $100.00 updating the balance to $200.07.  Additionally, our office referred *************** fraud allegation to T-Mobiles **************** team for investigation.
  
  The billing statement dated June 19, 2023, reflected a total balance due in the amount of $456.29.  This balance consisted of a past due balance in the amount of $200.07, and new charges in the amount of $256.22.  The new charges consisted of monthly recurring charges, equipment, added features, as well as applicable taxes and fees.
  
  On June 20, 2023, after a thorough investigation, T-Mobiles **************** team was unable to substantiate *************** fraud allegation.  Therefore, it is T-Mobiles position the charges and balance are valid and owed.  Should ***************** have any questions regarding this matter, or the information provided, 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:06/09/2023

  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.

  In April 2023 my account was suspended without notification. For the last almost 2 months I have been calling and going to a retail store to try to get this rectified but Im getting the runaround. I spoke to two different supervisors who promised that they were going to fix it, but have not fixed it. Im trying to fix the situation within a timely manner but theyre not working with me. And on top of that they charged me $49.72 because my account is suspended. But they were the ones that suspended it. And its not suspended due to nonpayment because I am on auto pay. One supervisor that I spoke to yesterday 6/8/23, decided to give me a $82 credit and promised 6 months of free service once my account is un-suspended just to get me off the phone. But yet my account is still suspended. I just want to have my account unsuspended so I can make the changes that I need to make to my account. I requested someone call me personally or send me an email or correspondence to let me know that the situation was fixed so like this, I can have this as proof. Id like for them to call me once this is fixed. I want a credit if the $49.72 they charged me and to hold to their word of the credit of $82 plus the 6 months of free service.

  Business Response

  Date: 06/22/2023

   
  
  June 22, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     ***********************
  Your File No. 20166143
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 9, 2023, regarding the above-referenced account.  ********************** is pleased to report that we are working with *********************** towards an amicable resolution to their concerns mentioned in their correspondence with your office. 
  
  T-Mobile regrets any concerns *********************** has with their above account and we appreciate the opportunity to respond.  T-Mobile has reviewed the account and confirmed the mobile number ending in **** was transferred to another service provider on February 2, 2023.  The arrangement to transfer the line 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.  
  
  In reviewing our records, we can confirm that ************************* account was left with one remaining DIGITS lines of service ending in **** that is subscribed to our Digits Unlimited Apple Watch rate plan for $15.00 per monthly plus taxes.  T-Mobile found no record of *********************** requesting to cancel this line.  However, its important to note that the Digits Unlimited Apple Watch rate plan requires that customers maintain at least one voice line of service.  As *********************** no longer met this requirement after the line ending in **** was canceled, on April 3, 2023, T-Mobile suspended the DIGITS line ending in ****. 
  
  Records further confirm that *********************** has contacted ************* regarding the suspension of the line ending in **** and we have attempted several times to restore this line of service without success.  Upon speaking with ************* on June 8, 2023, ********************** provided *********************** with a courtesy credit of $82.00.  
  
  The following billing statement dated May 17, 2023, was in the amount of $49.72 and consisted of two restore from suspend fees for the line ending in **** and taxes for the billing period from April 17, 2023, through May 16, 2023.  On June 7, 2023, a payment in the amount of $49.72 was remitted from the **** card on file ending ****.  
  
  On June 6, 2023, in an effort to restore the DIGITS line ending in ****, a temporary voice line ending in **** was activated but this was unsuccessful.  As such, the line ending in **** was cancelled that same day. The June 17, 2023, billing statement reflected a credit balance in the amount of $75.64 and reflected $6.36 for partial charges for the temporary line ending in **** as well as applicable taxes and fees for the billing period from June 17, 2023, through July 16, 2023.  The new charges reduced the credit of $82.00 provided on June 8, 2023, and left a final credit balance of 75.64.  Due to additional courtesy credits the account now reflects a credit balance of $76.04 which will be applied towards ************************* subsequent billing statements until the credit balance is depleted.
  
  On June 16, 2023, T-Mobile spoke with *********************** regarding their correspondence to your office and we apprised them of our findings mentioned above.  At that time, T-Mobile opened an internal investigation to review *********************** account further and to attempt to reactivate the DIGITS line ending in ****.  Upon completion of our investigation, T-Mobile will reach back out to *********************** as soon as possible to apprise them of the final results of the investigation.  
  As an additional courtesy, on June 22, 2023, T-Mobile approved a payment refund in the amount of $49.72 which covers the last payment remitted in full and will be returned to the original payment method which was the **** card ending in **** within three business days. 
  
  T-Mobile will continue to work towards and amicable resolution and once this matter has been addressed, T-Mobile will contact *********************** to apprise them of our findings and will discuss any further credits that might be owed due to this ongoing issue.  Should *********************** have any questions related to this matter, they may contact me directly at the number listed below.  Although T-Mobile regrets any inconvenience to ***********************, we look forward to amicably resolving this matter as soon as possible.  
   
  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: 06/29/2023

   
  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. My name is ***********************, and I filed my complaint (#********) against T-Mobile on June 9, 2023.  T-Mobile had suspended my account without options or notification on ***** 8, 2023.  I did not find out until about ***** 19, 2023. After making numerous phone calls and two visits to a retail store with no success, I decided to file a Better Business Bureau complaint. 
  Immediately after filing my complaint, I received a response from a T-Mobile executive team. Initially, I had spoken to someone by the name ******* who was in the incorrect department.  But within 24 hours I received a phone call from a ****** who is an executive team member. I discussed with him the situation at hand and told him what resolution I was looking for.  Which basically was to have my account unsuspended so I can change my plan to a standalone account.   He was diligently working on it and unfortunately he had to step away from his office for a couple of days and a ******** responded back to me in his place. I also explained to her what I had explain to ************* 
  I explained that I had many unsuccessful interactions with T-Mobile members, and all I wanted was for my account to be unsuspended so I can make the proper changes.  Back in February when I removed my cellphone to another carrier, I had specifically told the T-Mobile customer service representative that I was only going to have my Apple Watch on my account being that it has cellular capabilities and they assured me that everything was fine. But unfortunately, that representative did not switch my plan to a standalone account. They left my account as is, which the plan required a phone line. When I told them, I just wanted a standalone account. When trying to fix this, they gave me issue after issue and was unable to unsuspend my account. Once I filed my complaint with the Better Business Bureau, thats when I brought up the situation again to ****** and ********. I was aware that there were two plans for standalone, but because my account was suspended, I was not able to make those changes nor were the representatives at the store or on the phone.  And as I mentioned, ****** was trying to get the situation fixed, but he had to step away from the office for a couple of days. ******** took over the case, and when I explained to her the situation at hand, I told her that I was told that I should close my account and open up a new one which I found to be unfair being that I have been a customer for many years. I was told that I could add another phone line onto my account, which I do not want to do.  I only wanted my account to be unsuspended, I do not want another line added onto my account and that I wanted to change my account to a Standalone plan. Additionally, I also wanted credit issued for any fees I *** have been charged and given some credit for the inconvenience this situation has caused.  I was charge $49.72 in the month of June because my account was suspended. I told ******** that I paid my bill for February, March and *****. 
  The month of ***** was adjusted because thats when my account was suspended and I was given a credit of $3.17. *** nor **** did not come out of my account which is on auto pay but I explained to her that I dont feel that I should have paid anything being that they suspended my account and I should have not been responsible for *** nor June. I should only be responsible for any billing once my account is unsuspended and active. 
  On June 22, with my first interaction with ******** shortly after hanging up with her is when I noticed that my account was unsuspended but no changes were made to my plan. But I did notice that they did add a phone line to the account, which I specifically had told them that I did not want. When I spoke to ******** yesterday, 6/27/23, she assured me that they had added the line for testing purposes, and that they will be removing the line and giving me credit for any fees that *** have been incurred. When I told her what I wanted, she made sure to have those changes made. 
  So as of Yesterday, June 27, 2023, my account has been unsuspended and my plan has been changed to the Apple standalone plan which is what I wanted originally and I was given credit where it was due. 
  So for the moment, this case has been resolved to my satisfaction and I ask that the Better Business Bureau make note that this account has been resolved to my satisfaction, and hopefully in the future, I dont have to reach back out to the BBB again in regards to this case but will if anything happens. 
  
  Thank you for your time and help.
  

  
  

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/09/2023

  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.

  June 02-03,2023 I spoke with a representative who gave false information to me . I explained how I needed an extended payment arrangement due to my circumstances . She then states , I am sorry to hear that we can see if you qualify for a hardship program , she then tells me shes going to fill out a form and I should call back within 3-5 business days to check if i was approved or not. Today 6/8/2023 I called and spoke with a representative , I explained the situation to her she then tells me ******** . Sorry to inform you but that hardship program ended last year in 2022 whoever gave you that information was wrong . I am so unhappy with t mobile because if i had the funds to cancel and switch phone carries i would. I am having financial difficulties right now which is not T-mobiles issue , but what I don't like is to be misinformed . Right now I am in jeopardy of losing my account because I was depending on an extension or some kind of extra help. I have zero income right now with a child . I need my phone i am out on disability and they are so behind 6 months so i am trying to work out an extension with all of my bills right now but right now i cannot afford to have my phone cut off . I don't have a house phone to deal with doctors or my child . I know i owe you guys money but i am asking for some kind of extra help so i can pay you guys.Hope someone can get back to me.

  Business Response

  Date: 06/22/2023

  June 22, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
              Re:     *************************
                          T-Mobile Account Holder:*********************
                          Your File No. 20165298
                          T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 10, 2023,regarding the above-referenced account.  Please be advised the T-Mobile account holder of record is *********************, and ************************* has been designated as an authorized user of the account.
  
  ********************** regrets any concern ************************* may have, regarding the information they received concerning their account.  On June 8,2023, ************************* contacted T-Mobile ************* regarding their account balance and payment options available. ************************* was advised that they may qualify for an *** (Hardship Payment Program) and to contact T-Mobile in 3-5 business days.
  
  On June 9, 2023, ************************* reached out to T-Mobile ************* about the *** (Hardship Payment Program) and was misinformed that the program had ended.  T-Mobile Care informed ************************* that the program was not an option, and they would need to honor the payment arrangement that was currently set up on the account.  ********************** denied any additional exceptions as there had been previous exceptions on the current payment arrangement.
  
  An *** is a payment arrangement that allows customers to pay a large past due balance off in monthly installments and bring their account current over an extended period of time. The past due amount is spread out over the agreed upon time frame that the customer is qualified for during the set up.  As such, once the first installment is billed,the customer must finish out the remaining *** installments.  In addition, while the *** is active,customers cannot complete the following:
  
  Equipment Installment Plan
  JUMP!
  JUMP! On Demand upgrade
  Purchase Option Installment Plan
  Change of responsibility (COR) or
  Activate a new line on the account.
  
  On June 12, 2023, T-Mobile was able to reach ************************* and speak about their concerns regarding the T-Mobile Hardship Program and eligibility requirements.  We advised them that their account did not meet the requirements to set up the payment plan.  Additionally, T-Mobile went over the misinformation about the program being discontinued.  We make every effort to be professional and courteous to our customers, and to provide clear and accurate information.  We apologize if any T-Mobile employee failed in any way to display that during *************************** recent contact with our organization.  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 ***,INC.
  
  
  ***********************
  Executive Response
  

• Initial Complaint

  Date:06/09/2023

  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.

  On April 3, 2023 I requested being signed up for T-Mobile's Go5G 55 family plan. This plan was to include ******* and ******** at no extra cost I was told. Monthly charge was to be $120. First problem: I was actually signed up for the Go5G First Responder Plan. I received a text saying I needed to prove I was a First Responder or I would lose plan benefits. I called T-Mobile customer service # *** and told them I was not a First Responder. They said they would correct the problem. I was also told I would not see a cost/month change. I said thank you and thought all was well. However, when I looked at my account I saw I was going to be charged $138.33. I called T-Mobile again, only to be told I was signed up for Go5G 55 with 50GB of Hotspot. I told them I did not ask for or need Hotspot, so the customer service representative said he would put me on the correct plan, Go5G 55. Yay! Then we discussed the ******* I was told was part of the plan I had signed up for, only to find out we only had one screen available on our plan, so I would have to pay extra for the other two screens for my daughter and her fiance (the family members included in the family plan). I told the representative this was not explained to me and he apologized and said he woud take care of it. I agreed to $123 for the month and he said going forward the bill would be no more than $120 - and that included 4 screen access to *******. Great! Next, I try to add ********+ (a free extra for those signing up for Go5G 55) only to find out it's only free for 6 months...and I can't install the App on my ******** Ace phone nor can I install the App on my ***************** Oh, and by the way, my next bill will be $120 plus $11 for *******! Totally frustrating experience. So, what would I like from T-Mobile? I would like 4 screen access to Netfix (since I was never told I was only going to have it available on 1 screen when I initially signed up), and I would like my monthly charge to be no more than $120.

  Business Response

  Date: 06/22/2023

  June 22, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
              Re:     ***********************
                          Your File No. 20072823
                          T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 9, 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 their concerns within this letter.
  
  T-Mobile regrets any concerns that *********************** may have experienced regarding their account billing.  T-Mobile records confirm, on April 3, 2023, *********************** activated service on two voice lines ending **** and **** and subscribed to the *************************** rate plan billed at $110.00 for the first two lines and $15.00 per additional line with tax and fees included.  The *************************** rate plan is an exclusive discounted plan available to customers that are present members, volunteers, or pensioned retirees of an eligible first responder organization or immediate family member (child, spouse, parent)of someone who lost their lives in the line of duty as part of one of the eligible first responder organizations. Customers wanting to take advantage of this rate plan will be required to verify their first responder status by providing documentation.  Additional information is available at ******************************************************************************************.  On April 6, 2023, *********************** activated service on a third voice line ending 8830.
  
  On May 11, 2023, *********************** called in to ************* and confirmed they do not qualify for the *************************** rate plan.  At that time, the account was updated to the Go5G 55+ rate plan billed at $90.00 for the first two lines and $45.00 per additional line.  As *********************** has enrolled in AutoPay, the account receives a $15.00 monthly bill reduction.  The Go5G 55+ rate plan includes the optional ******* on Us and ********* 6 Months On Us features.  ******* on Us provides customers with an $8.99 discount toward ******* service billed directly to their T-Mobile account.  The ********* 6 Months On Us feature provides customers with a 6-month trial toward ********* service.  It is important to note that ********* is a streaming service provided by Apple, a separate company; therefore, we recommend any questions or concerns regarding the service be directed to Apple directly.
  
  A review of ****************** account confirms that the ********* 6 Months on Us feature is currently enrolled.  Additionally, *********************** is currently subscribed to the ******* Premium plan for $19.99 and receiving the $8.99 ******* on Us discount.  As such, it is T-Mobiles position that the account is being billed correctly for the services qualified for and provided.  T-Mobile regrets any inconvenience to ***********************, and we appreciate the opportunity to respond.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.
  
  
  Very truly yours,
  
  T-MOBILE ***,INC.
  
  
  *********************  
  Executive Response
  

• Initial Complaint

  Date:06/09/2023

  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 a phone during a promotion and they explained that I would have a free phone free service for four months if I paid a large down payment, now I'm being charged ****** a month. They told me they would fix it 1 month later I got a rerate and it never went into affect so I really feel like I was scammed and my real issue is this whole time I have never been in contact with a manager everything. I call or go in they say there is no manager in the store which is strange to me because everywhere I have ever worked there is always a manager scheduled for each shift there had to be. I think the are doing something really shady and after going through their online reviews I see that I am not the only person dealing with these issues from this location specifically.

  Business Response

  Date: 06/21/2023

  
  June 21, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****, ** *****
  
              Re:      *******************************
                          Your File No. 20061666
                          T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile ******** (T-Mobile) is in receipt of your correspondence dated June 9, 2023,regarding the above-referenced account.  Please be advised that we have made attempts to contact *******************************, which have proven unsuccessful.  As such, we will attempt to address ************************ concerns within this letter. 
  
  T-Mobile regrets any concerns ******************************* may have experienced and we appreciate the opportunity to respond.  On March 24, 2023, ******************************* activated three voice lines of service on the Magenta *** rate plan at the monthly cost of $185.00 ($170.00 with AutoPay) and subscribed to AutoPay.  The account qualified for the 2023 Line On Us P1 promotion and as result, the account is receiving a monthly $30.00 for the add-a-line charges associated with the third line, updating the monthly rate plan charges to $140.00. 
  
  ******************************* took advantage of our Equipment Installment Plan (EIP) with the purchase of a ******* Galaxy S23 handset, remitted a down payment in the amount of $399.99 plus taxes and agreed to a series of ************************** the amount of $33.34. The account qualified for the 2023 ******* Activate P2 promotionand as a result, the ******* Galaxy S23 EIP began receiving monthly credits in the amount of $33.34. Additionally, ******************************* purchased ******* accessories which include a Travel Adapter, Otterbox Case, and a screen protector on our EIP and agreed to 12 monthly installments totaling $9.70.  ******************************* also added the Protection 360 feature at the monthly cost of $18.00 plus taxes on one of their voice lines.  Please note, T-Mobile does not currently provide a promotion that includes four free months of service after activation.   
  
  At activation, ************************ monthly charges were estimated to be $167.70.  The monthly charges include $140.00 for the Magenta *** rate plan, $18.00 for the Protection 360 feature, and $9.70 for the ******* accessory ****.   
  
  On May 15,2023, ******************************* corresponded with our online ************* and indicated that they were advised that the down payment they remitted at the time of activation would be applied towards their monthly bill and that they were offered a $400.00 one-time bill credit.  As a gesture of goodwill,************* issued a one-time credit in the amount of $250.00. 
  Please note that our office has been unsuccessful in contacting ********************************  Therefore, if ******************************* would like to speak to our office regarding their concerns,they can contact me at the number below. T-Mobile regrets any inconvenience to ******************************** 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at **************.
  
  
  Very truly yours,
  
  T-MOBILE ***,INC.
  
  
  *********************
  Executive Response

• Initial Complaint

  Date:06/09/2023

  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 have a phone trade in agreement with T-mobile. I was to receive a $200 credit for trading in an iPhone 12 mini with the purchase of iPhone 14. T-mobile abruptly cancelled the agreement without warrant. I have contacted T-mobile three times to rectify the solution. I have been told they will honor the agreement. They emailed me a shipping label via *** to return iPhone 12 mini which I did. They are now showing no receipt of iPhone 12 mini and not honoring trade in agreement after promising on 3 different occasions to do so. Now I am out a phone worth approx $800 and have no trade in credit. I want my iphone 12 mini back or the agreed to trade in amount.

  Business Response

  Date: 06/22/2023

  June 22, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *****************************************
  *****, ** *****
  
  Re:     *********************
  Your File No. 20164648
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 9, 2023, regarding the above-referenced account.  Please be advised we have made attempts to contact *********************, which have proven unsuccessful.  Therefore, we will make every effort to address ***************** concerns within this correspondence.
  
  T-Mobile regrets any concerns ********************* has regarding the account, and we appreciate the opportunity to address this matter.  On May 5, 2023, ********************* qualified for and took advantage of T-Mobiles Equipment Installment Plan (EIP) via online at www.T-Mobile.com.  ********************* purchased an Apple iPhone 14 handset for the full retail purchase price of $829.99 plus applicable taxes and fees.  At the time of purchase, ********************* was required to remit a down payment in the amount of $79.99, and they agreed to a series of ************************** the amount of $31.25.
  
  Please note, ********************* purchased the Apple iPhone 14 handset during the 2023 Apple Trade P8 offer.  From April 23, 2023, through May 17, 2023, customers could get up to $200.00 off an Apple iPhone 14 handset via 24 monthly Recurring Device Credits (RDC) when they purchased the handset on EIP, traded-in an eligible handset, and have or switch to an eligible rate plan.  ********************* traded-in an Apple iPhone 11 handset and received a deferred Fair Market Value (***) trade-in amount of $135.00 which would be applied to the account upon ********************** receiving the handset in an acceptable working condition.  Contingent upon T-Mobile receiving the Apple iPhone 11 handset mentioned above, the account met the eligibility requirements for the 2023 Apple Trade P8 offer and as such, the account was setup to receive 23 monthly RDC of $2.71, and a 24th and final monthly RDC of $2.67, for a total of $200.00 off the Apple iPhone 14 handset.  Please note ********************* received one RDC of $2.71 on the May 7, 2023, billing statement.
  
  However, as T-Mobile did not receive the trade-in Apple iPhone 11 handset, the account was not eligible for the 2023 Apple Trade P8 offer.  Additionally, due to not receiving the Apple iPhone 11 trade-in handset, T-Mobile declined to apply the *** trade-in amount to the account.
  
  The billing statement dated June 7, 2023, reflected a total balance due in the amount of $136.06 which was due by June 27, 2023, and was for services from June 7, 2023, through July 6, 2023.  This balance was for new charges and consisted of monthly recurring charges, EIP, added features, as well as applicable taxes and fees.  On June 13, 2023, T-Mobile received the Apple iPhone 11 handset and as such, a one-time *** trade-in account credit was applied to the account in the amount of $135.00 updating the balance to $1.06.
  
  On June 14, 2023, as a courtesy and means to amicably resolve their concern, T-Mobile applied a one-time courtesy account credit in the amount of $62.33 which resulted in a credit balance of $61.27.  Therefore, ********************* received account credits in the amount of $62.33, $135.00, and $2.71, for a total of $200.04, which honored the 2023 Apple Trade P8 offer.  Should ********************* have any questions regarding this matter, or the information provided, 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:06/08/2023

  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.

  Hello,I processed a damaged phone claim with T-Mobile and was told by Assurant (the insurer) that I had until October 17th 2023 to return the phone. If I do not return the phone by that date, then I am responsible for the retail price of that phone ($893), despite buying it fronT-Mobile for $399. Fine I can accept that. As a property manager and business owner, I stay very busy, so the flexibility on the timeframe was nice.. so I thought.It is now still several months before the stated deadline, yet over the past 2 weeks, I have been without my company phone, the T-Mobile line, due to there being an $893 fee on my account. Each time I call and speak with the reps, based in ***************, I have to re-explain that the $893 fee is something their automated system added and that it should not be there based on the insurance companies terms. They insist that cannot be the case because the machine is never wrong, and for the past 2 representatives, when I ask to speak to their manager, they both put me on hold, let me wait a good 15/20 minutes, and then silence - my line is let go. Outrageous. Before hanging up on me, and there is no doubt in my mind that is what both of the reps did instead of involving their managers, **** the last T-Mobile expert I spoke with said that it doesnt matter that the phone and shipping label (they provided me) was sent. It has to be delivered to the warehouse and processed, which could take **** business days AFTER receiving it. Ive already been without my business cell phone for two weeks. All the tenants that could be in need, missed client opportunities, and accounts I cannot log into due to my 2-factor authentication settings pointing to my trusty T-Mobile phone.This experience has been an utter disappointment. I not only need my phone activated immediately (after they LET me pay my monthly bill), but need to quantify what the cost is that they should pay for the stated damages to my livelihood.

  Business Response

  Date: 06/20/2023

  June 20, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     ***************************;
  Your File No. 20164013
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 8, 2023, regarding the above-referenced account.  
  
  T-Mobile regrets any concerns ***************************** may have experienced with their claim and we appreciate the opportunity to address this matter.  T-Mobile records confirm that ***************************** is subscribed to the optional $18.00 Protection **************************************************** 4818.  Please note this feature includes insurance coverage, which is managed by T-Mobile and offered and administered through the insurance provider, Assurant Solutions (Assurant).  In the cases of loss or theft, customers are referred to process an insurance claim for their handset.  Please note that Assurant and T-Mobile are separate companies, each with separate policies. 
  
  On January 3, 2023, ***************************** filed claim number ******** with Assurant for the ******** Razor 5G 256 GB device.  It is important to note that if a customer files a claim for physical damage, they are provided a prepaid return label to send the damaged device back to Assurant.  If the device is not received by Assurant within 10 days, an insurance non-return fee is assessed.  Regretfully, T-Mobile is unable to review Assurants records to confirm they were informed correctly. 
  
  As the damaged handset had not been received, ******************************* account was assessed a non-return fee of $839.63 on February 27, 2023.  T-Mobile records confirm ******************************* billing cycle ran from the 27th of the month to the 26th of the following month, with payment due on the 19th.  If T-Mobile does not receive payment in full by the due date on your billing notification, it will be treated as a late payment or non-payment under T-Mobiles Terms and Conditions and can result in suspension of service. As payment was not received timely, T-Mobile suspended ******************************* account on May 30, 2023.
  
  On June 13, 2023, the device was received at the Assurant return center.  on June 14, 2023, T-Mobile issued the credit of $839.63 to ******************************* account which will reflect on their next billing statement.  As a courtesy, on June 15, 2023, services were restored to *****************************, T-Mobile suspended further collection activity until June 28, 2023, to allow additional time for the adjustment to apply.  The account currently reflects a balance of $1,239.30 pending the credit of $839.63.  T-Mobile regrets any inconvenience regarding this matter.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at **************. 
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  *************************
  Executive Response
  
  

• Initial Complaint

  Date:06/08/2023

  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.

  In December I did request from TMobile to finish my account and end cycle Jan, they bill me Feb without reason. I want money back.

  Business Response

  Date: 06/14/2023

   
  
  June 14, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     *****************************;
  T-Mobile Account Holder: *************************************
  Your File No. 20163914
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 8, 2023, regarding the above-referenced account.  Please be advised that ******************************* and ************************************* are one and the same.
  
  T-Mobile regrets any concerns ************************************* *** have experienced with the monthly charges, and we appreciate the opportunity to address this matter.  Our records reflect ************************************* activated the account on May 20, 2014, with one voice line of service ending in ****, subscribed to our Magenta *** rate plan billed at $90.00 per month including taxes and fees.  The mobile number was enrolled in our optional device protection plan, PR Protection 360, by Assurant, billed at a monthly rate of $18.00, plus taxes and fees.  A Mobile Internet line ending in **** was activated on March 15, 2021, and subscribed to our Mobile Internet 100GB rate plan, billed at $55.00 per month, including taxes and fees.  Please note, the account was enrolled in AutoPay.  
  
  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 and while enrolled, is eligible to receive a $5.00 monthly discount, per line, reducing the base rate of the plan to $85.00.  
  
  On March 25, 2021, ************************************* qualified for and took advantage of our Equipment Installment Plan (***) with the purchase of a 5G MiFi M2000 mobile hotspot, associated with line ****.  ************************************* was not required to remit a down payment and agreed to 24 monthly installments of $14.00.  This purchase qualified for our 2021 Connected Device P1 promotional offer, wherein customers can get 50% off an Inseego 5G MiFi M2000 Mobile Hotspot, via monthly Recurring Device Credits (RDCs) when purchased on *** and activate a new MI line on a qualifying rate plan.  This purchase was enrolled to receive 24 RDCs of $7.00.  Please note, the promotional credits are paid out over the *** term with no means to speed up their payout.  
  
  In addition to the monthly recurring charges, on October 14, 2021, ************************************* qualified for and took advantage of our *** with the purchase of an Apple iPhone 13 Pro ***.  ************************************* was not required to remit a down payment, and she agreed to pay a series of ************************** the amount of $36.67.  At the time of purchase, T-Mobile offered our 2021 Apple Trade P16 promotional offer, where eligible customers would receive up to $1,000.00 off the purchase of an Apple series device via monthly recurring device credits (RDCs) when they trade-in an eligible device, purchased the new device on *** on a qualified rate plan.  ************************************* traded-in an Apple iPhone 11 Pro *** and qualified for an instant trade-in for $356.00 and on October 25, 2021, $238.00 was applied to the *** for the 5G MiFi M2000, that completed the ***, and the $118.00 was applied to the account balance.  This purchase was enrolled to receive 30 RDCs of $21.47.  Pursuant to ******************************* ******* request, on February 21, 2022, the MI line ending in **** was canceled.  
  
  Our records confirm ************************************* contacted our ************* team on December 14, 2022, to request a Temporary Port-Out Pin (TPOP) for the voice line ending in ****.  A Temporary Port-Out PIN is used by customers who wish to port out from T-Mobile.  Temporary Port-Out PINs are a temporary PIN which customers can request via ******************************** or the T-Mobile app.  If customers are unable to receive a Temporary Port-Out PIN via those channels, they *** contact T-Mobile directly for assistance by calling T-Mobile at toll-free at **************.  It should be noted that a Temporary Port-Out PIN can be used to port out any ********************** number on an account, and it is valid for seven days upon generation.  Once customers have received a Temporary Port-Out PIN from **********************, they must provide the Temporary Port-Out PIN to their new provider as well as any additional account information that *** be necessary for porting their number.
  
  Porting is the process of transferring a phone number from one service provider to another.  Customers initiate a port request by contacting their new provider and providing them the necessary information from their current provider.  Once the new provider initiates the port request with the correct required information, the phone number is transferred to the new provider.  Upon completing the port, the phone number is automatically cancelled with the previous service provider.  Please note, a phone number must be in an active or suspended status to process a port-out request.  If a phone number is cancelled before completing a port-out, the line must be reactivated to process a port-out.
  
  On December 14, 2022, ************************************* remitted a payment of $586.61, to the Apple iPhone 13 Pro *** handset and a request an International Mobile Equipment Identifier (IMEI) unlock was initiated.  Our records do not confirm the mobile number ending in **** was ported to a new carrier and billing continued as normal.    
  
  The billing statement dated January 24, 2023, consisted of a total balance due of $64.78, for monthly service charges of $85.00, from January 24, 2023, through February 23, 2023, and a credit of $28.47 for equipment promotions and $8.25 for Protection 360 pro-rated service charges due on February 16, 2023.  On February 14, 2023, a payment of $64.78 was remitted via AutoPay.  It is important to note the AutoPay was removed on February 21, 2023, pursuant to ******************************* ******* request, when they contacted our ************* team.  
  
  ******************************* ******* billing cycle ran from the 24th of one month to the 23rd of the following month.  Pursuant to T-Mobile policy, customers are responsible for all charges through the end of their service term.  Accordingly, ******************************* ******* account continued being billed as the mobile number was not ported to another carrier. 
  
  The billing statement dated February 24, 2023, consisted of a total balance due of $79.53, for monthly access charges of $90.00, from February 24, 2023, through March 23, 2023, and an equipment credit of $28.47, and P360 charge of $18.00, due on March 16, 2023.  
  
  A review of the account confirms ******************************* ******* payment that was due on March 16, 2023, was not received on time.  T-Mobile provided ************************************* with calls and text messages and a billing notification providing the payment due date.  
  
  The billing statement dated March 24, 2023, consisted of a total balance due of $159.06, of that $79.53 was considered past due and $79.53 consisted of new monthly access charges of $90.00, an equipment credit of $28.47 and P360 charge of $18.00, due on April 16, 2023.  
  
  As payment was not received timely, T-Mobile suspended the accounts ability to place outbound calls.  A payment was not received, and on April 3, 2023, and the account was fully suspended, and the billing statement dated April 24, 2023, consisted of a total due of $93.16, of that $159.06 was considered past due and a credit of $63.00 was applied to the account for the unused services from April 3, 2023, through April 23, 2023, and an equipment credit of $21.47, a late fee of $0.57 and P360 charge of $18.00, due on May 16, 2023.  
  
  The billing statement dated May 24, 2023, consisted of a total balance due of $72.35, of which $93.16 was considered past due and included an equipment credit of $21.47 and a one-time late payment charge of $0.66, due immediately.  No payment was received on the account and the account was fully canceled on May 30, 2023. 
  
  Our office contacted ************************************* on June 13, 2023, and apologized for the experience.  T-Mobile applied a credit to the account balance in the amount of $72.35 and updated the account balance to zero.  A refund of $64.78, was processed to the original method of payment and ************************************* *** expect the deposit 1-3 business days.  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:06/08/2023

  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've been calling T-Mobile every single day for 2 weeks in a row. Have spent over 1 hour a day and every customer representative that I speak with tell me that my case will be resolved....but it doesn't. I've been paying 50 dollars every singles month for over 1,5 year, and once again made the payment on may 22nd but got my plan changed for a 6 giga bite out of the blue by a customer representative. I'm tires, frustrated, and without any patience anymore. I have the right to use what I paid for! I paid 50 dollars and want to benefit from my unlimited data plan now! I have thousands of refence numbers for my case, so please someone RESOLVE THAT OTHERWISE I WILL CHANGE TO ANOTHER COMPANY! Case trouble tickets numbers: *******; ********; ********.

  Business Response

  Date: 06/13/2023

   
  
  June 13, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     *****************************
  Your File No. 20163866
  T-Mobile Prepaid No. XXX-XXX-0338
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 8, 2023, regarding the above-referenced prepaid number.   
  
  T-Mobile regrets to hear of *********************** account concerns and we appreciate the opportunity to respond.  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 May 22, 2023, records reflect that *********************** rate plan was changed from our T-Mobile Prepaid Unlimited $50 rate plan to our $25 Connect by T-Mobile Unlimited Talk & ****************** rate plan to become effective that day.  ** services must be paid for in advance, to secure the account, payment of the new plan difference, $25.00, was due on the same day.  T-Mobile records reflect ***************************** remitted a refill payment in the amount of $16.02 and ************* issued a $1.00 credit to the account, updating the credit balance to $25.07.  The $25.00 plan change payment was deducted from the available credit balance, updating the credit balance to $0.07.
  
  Between May 30, 2023, and June 5, 2023, ***************************** spoke with our ************* Team regarding the plan change and was issued a total of $35.00 courtesy credits, of which $10.00 was immediately used for a On-Demand Domestic *************** / 7 Day / 1GB pass, updating the credit balance to $25.07.  ** services must be paid for in advance, to secure the account, payment of the new plan difference, $25.00, was due on the same day.  Due to an inadvertent error, $132.81 was required to change the plan to be effective immediately and multiple trouble tickets were escalated to resolve the matter.
  
  On June 12, 2023, T-Mobile contacted *****************************, and discussed their concerns.  In an effort to reach an amicable resolution to this matter, our office issued an account credit of $132.81 in order to change the rate plan to our T-Mobile Prepaid Unlimited $50 rate plan effective the same day.  ***************************** was advised the account remains open with a credit balance of $25.07 which can be used for the next months refill.  Pursuant to our conversation, ***************************** considers the matter resolved and has no further concerns.  T-Mobile regrets any inconvenience to *****************************, and we appreciate the opportunity to resolve 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