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.

  2282 28th St SE Grand Rapids, MI 49508-1536

• 

  T-Mobile USA, Inc.

  3324 Secor Rd Ste 1 Toledo, OH 43606-1540

• 

  T-Mobile USA, Inc.

  9464 Parkway E Birmingham, AL 35215-8308

• 

  T-Mobile USA, Inc.

  31 Inverness Center Pkwy Ste 600 Birmingham, AL 35242-4828

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:03/15/2023

  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 credit of ****** since December 2022 with T-Mobile. I've talked to customer service agents with no help. They will not refund my money due to not having a pin code! I have never set up a pass code.I gave my ssn#, DOB etc...All I want is t moblie to send me a check for what they owe me.!

  Business Response

  Date: 03/28/2023

  March 28, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****, ** *****
  
              Re:     *************************
                          Your File No. 19599044
                          T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated March 15, 2023,regarding the above-referenced account.   
  
  T-Mobile regrets any concerns ************************* may have experienced regarding the T-Mobile account.  T-Mobile records indicate ************************* activated the above-referenced account on September 30, 2022, with two voice lines of service ending in **** and **** which subscribed to our T-Mobile Essentials 55+ rate plan for $65.00 plus taxes and fees per month.
  
  The billing statement dated September 30, 2022, reflected a total of $75.69.  This total consisted of new charges for $75.69 for monthly services, taxes, and fees.
  
  The billing statement dated October 30, 2022, reflected a total of $158.38.  This total consisted of a past due balance for $75.69 and new service charges for $82.69 which consisted of $75.69 and a one-time late fee charge of $7.00.
  
  On November 14,2022, T-Mobile records reflect the account was cancelled for both lines of service as a no installation.  Please note, with the no install cancellation the charges would be adjusted within 60 days from the cancellation date; however, on November 16, 2022, ************************* remitted a payment to T-Mobile for $158.38 to return the account to a zero balance.
  
  On December 5, 2022,our records reflect T-Mobile provided a bill credit for the above-referenced charges for $158.38 due to the confirmed no installation.  As the account reflected a zero balance, this credit revised the account to reflect a credit balance of $158.38.
  
  To amicably resolve ******************* concerns, our office sent a check to the billing address on file for the credit balance of $158.38.  As of March 28, 2023, the refund of $158.38 returned the account to a zero balance.  As such, the account remains canceled with a zero balance.  We regret any inconvenience this matter may have caused.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
  
  
  Very truly yours,
  
  T-MOBILE ***,INC.
  
  
  *********************  
  Executive Response
  

• Initial Complaint

  Date:03/15/2023

  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 January 2023 I permanently disconnected a phone line. Line ending ****. They initially turned off the main line which is my number ending in ****. Once I got this fixed they then billed for the disconnected line I got that removed from my bill. Now they have placed a charged claiming it stemmed from a order made for equipment in 2015. I never ordered any equipment never received nor activated or used this equipment. One person stated it was sent to an address I lived at 13 years ago in January 2023. Clearly I don't live there! Hoe and why would tmobile send something there and try and force me to pay it. ALL OF THIS WAS DONE THE SAME DAY OF THE DISCONNECTION OF THAT 1 LINE! I'm being penalized for no longer wanting a phone line. I've had this service 20 plus years and ALWAYS PAID FOR ANYTHING I ORDERED PHONES INCLUDED! I didn't request nor use this equipment I don't have it never had. They moved me to paperless billing without my permission and now trying to force me to pay a bill for a cell spot that I didn't have and didn't use! THEY HAVE SCAMMED A CHARGE ONTO MY ACCOUNT AND CANR DECIDE IF ITS FROM 2015 OR 2023 EITHER WAY I DIDNT DO THIS! *** HAD THIS SAME LINE OF SERVICE NEARLY 20 YEARS AND NEVER THOUGHT I COULD GET SOMETHING FREE... *** ALWAYS PAID FOR ANYTHING I ORDERED OR USED BUT THIS CELL SPOT I DIDNT!

  Customer Answer

  Date: 03/20/2023

  Good Afternoon, 

   

  In reference to the above case number, Tmobile just called me and resolved this issue. 

  They have removed this charge from my account. 

  I thank you greatly for your assistance.  

   

  Lillie 

• Initial Complaint

  Date:03/15/2023

  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 Dec 2022 we decided to trade in my parents phone due to a "GREAT DEAL" they had. Me and my sister went multiple times to the t-mobile store to ask about the deals and offers and all the times we were told the same thing so we decided to go for it. We traded a S9 and a S8 note, for each phone the trade in was supposed to be $800 so for both $1600.00.We asked the manager again if it was $800 for each phone or for both and he stated for each phone.When I look at my bill we only got $400.00 rebate for each phone a total of $800.00.My sister went back to the store and the manager said that the previous manager who helped you is no longer with the company and he did a mistake.He said at the time of the offer if you were on Magenta *** plan you would've gotten the $800 deal for each phone but since we're on Magenta plan we qualified only for $400.He advised to call the 611 and see if they can switch us to Magenta *** and honor the deal. I called the 611 and the representative told me even if I was on Magenta *** the phones I traded in qualify only for $400.They both work for t-mobile and none of them is telling the same thing.I also got the watch promo that day and they said I would pay $10/mnth for the data and they're charging me $15/mnth.He wasn't willing to help or honor what I was told. I asked to speak to a supervisor he said I would be told the same thing and I would waste my time.I either want my money back and the old phones back or they have to honor me the deal I was told in the beginning and give me another $800.00 back.The manager that helped me purchase the phones he saw my plan, he saw my trade in phones and based on that he gave me the trade in price.My parents work janitors and they don't have that kind of money to spend on phones but because of the deals they treated each other for holidays.We have been t-mobile customers for long and I would hate for this to be a deal breaker and move all my lines I have with them. Please help me on this and Thank you

  Business Response

  Date: 03/24/2023

  March 24, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     ***************************
  Your File No. 19594769
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated March 15, 2023, regarding the above-referenced account.  T-Mobile 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 November 24, 2017, *************************** activated the account and had ten voice lines of service with the mobile numbers ending in 8167, 8606, 4440, 9119, ****, 1566, ****, 8472, 4894, and 3427.  *************************** subscribes to the Magenta rate plan at a cost of $310.00 per month which includes nine 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 $30.00 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 (up to 8 lines of service) as *************************** enrolled into AutoPay.
  
  *************************** has qualified for and taken advantage of T-Mobiles Equipment Installment Plan (***) on several occasions at a local T-Mobile retail location for the following equipment:
  On December 19, 2022, *************************** purchased a ******* Galaxy Z Fold4 handset with the International Mobile Equipment Identifier (****) number ending in ****, which was associated with the mobile number ending in ****, for the full retail purchase price of $1,799.99 plus applicable taxes and fees.  At the time of purchase, *************************** was required to remit a down payment in the amount of $1,000.00, and they agreed to a series of 35-monthly installments in the amount of $22.23, and a 36th and final monthly installment in the amount of $21.94.  *************************** purchased the handset during the 2022 ******* Trade P49 offer.  From November 17, 2022, through January 31, 2023, customers could get 50% off a ******* Galaxy S22 series handset or save up to $400.00 on a ******* Galaxy Z Fold4 handset via a one-time trade-in credit and monthly Recurring Device Credits (RDC) when they purchased the handset on ***, traded-in a qualifying phone, and have or switch to an eligible rate plan.  *************************** traded in a ******* Galaxy S9 Plus handset with the **** number ending in **** and received no trade-in credit.  Therefore, *************************** met the eligibility requirements for the 2022 ******* Trade P49 offer and as such, was setup to receive 35-monthly RDC of $11.12, and a 36th and final monthly RDC of $10.80.
  On December 19, 2022, *************************** purchased a ******* Galaxy S22 Ultra handset with the **** number ending in ****, which was associated with the mobile number ending in ****, for the full retail purchase price of $1,199.99 plus applicable taxes and fees.  At the time of purchase, *************************** was not required to remit a down payment; however, they agreed to a series of 23-monthly installments in the amount of $50.00, and a 24th and final monthly installment in the amount of $49.99.  *************************** purchased the handset during the 2022 ******* Trade P49 offer mentioned above and traded-in a ******* Galaxy Note8 handset with the **** number ending in **** but received no trade-in credit.  Therefore, *************************** met the eligibility requirements for the 2022 ******* Trade P49 offer and as such, was setup to receive 23-monthly RDC of $16.67, and a 24th and final monthly RDC of $16.59.
  
  Please note from November 17, 2022, through December 28, 2022, T-Mobile ran the 2022 ******* Trade P48 offer.  Customers could get a free ******* Galaxy S22 handset or up to $800.00 off other eligible ******* handsets via a one-time trade-in credit and monthly Recurring Device Credits (RDC) when they purchased the handset on ***, traded-in a qualifying phone, and have or switch to an eligible Magenta *** rate plan (or equivalent).  Unfortunately, the account was subscribed to the Magenta rate plan and as such, was not eligible for the 2022 ******* Trade P48 offer.
  
  On December 19, 2022, *************************** activated two DIGITS lines of service with the mobile numbers ending in **** and ****.  *************************** subscribed to the Data with paired DIGITS rate plan at a cost of $15.00 per month per line of service.  Please note the DIGITS lines of service ending in **** and **** were not eligible for the AutoPay discount as it covered up to eight lines of service and we regret any misunderstanding surrounding the AutoPay discount.
  
  On December 19, 2022, *************************** purchased a ******* Galaxy Watch5 44mm devices with the **** number ending in ****, which was associated with the mobile number ending in ****, and a ******* Galaxy Watch5 40mm device with the **** number ending in ****, which was associated with the mobile number ending in ****, for the full retail purchase price of $609.98 plus applicable taxes and fees.  At the time of purchase, *************************** was not required to remit a down payment; however, they agreed to a series of 23-monthly installments in the amount of $25.42, and a 24th and final monthly installment in the amount of $25.32.  *************************** purchased the devices during the 2022 ******* Watch P12 offer.  From September 22, 2022, through January 4, 2023, customers could get a ******* Galaxy Watch5 44mm device on us (up to $260.99 off) via monthly RDC, and the ******* Galaxy Watch5 40mm device on us (up to $249.99 off) when they purchased the devices on *** and activated a new line of service on a qualifying Data with paired DIGITS rate plan.  *************************** met the eligibility requirements for the 2022 ******* Watch P12 offer and as such, the line of service ending in **** was setup to receive 23-monthly RDC of $10.88, and a 24th and final monthly RDC of $10.75; and the line of service ending in **** was setup to receive 23-monthly RDC of $10.42, and a 24th and final monthly RDC of $10.33.
  
  On March 17, 2023, upon speaking with ***************************, as a courtesy and means to amicably resolver their concerns, T-Mobile offered a one-time courtesy account credit in the amount of $240.00 to cover 24-months of the price difference of $5.00 per month per line of service for the DIGITS lines of service ending in **** and **** resulting in a credit balance of $240.00 which will be utilized towards future monthly recurring charges.  Additionally, T-Mobile closed the *** for the ******* Galaxy Z Fold4 handset which had a remaining *** balance of $755.53, and we applied a one-time courtesy account credit in the amount of $788.89 towards the *** of the ******* Galaxy S22 Ultra handset which resulted in a remaining *** balance of $238.87.  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:03/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid insurance to this company since early 2018 for my cellphone. My first time filling out for an insurance claim was denied due to the fact they no longer carry my phone. So the specifics to my device is not an option. They denied my claim because of their own ignorance as a resolve I was told on a recorded line I would receive a new phone and wait 2 days to contact. After contacting they claim they have no noted about the claim being fixed or adjusted. (After speaking to customer care on ***** with the insurance company and T-Mobile) and have been forcing me to go back and forth with the cellphone insurance company (assurant) begging for my phone to be replaced although I paid for what I believed to be an insurance (for over 5 + years with no claim) with a 24 hr turn around time. I would like the $1200 plus dollars I have paid returned into the company returned to me so I can switch to a different company. And buy a new phone.

  Business Response

  Date: 03/23/2023

   
  March 23, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     ******* Sales
  Your File No. 19598709
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  H323134323****0313430H (T-Mobile) is in receipt of your correspondence dated March 15, 2023, regarding the above-referenced account.   
  
  T-Mobile regrets to hear that ******* ************* Galaxy Note 9 is not functioning as expected. Please be advised all new T-Mobile devices include a limited one-year manufacturers warranty. Customers also have the option to subscribe to T-Mobiles device protection plan provided by Assurant, Protection<360>, within the first 30 days of purchasing a new device. Our records confirm ******************** subscribes to the Protection<360> on their phone number ending ****, for $18.00 a month, plus applicable taxes. For general troubleshooting and malfunctions covered by the limited warranty, Protection<360> customers may contact T-Mobile directly at **************. For any issues not covered by the limited warranty ******************** may discuss replacement or repair options by contacting Assurant directly toll free at **************. Customers may also view more information and file a claim with Assurant via the www.mytmoclaim.com website. 
  
  T-Mobile records confirm on March 11, 2023, ******************** filed an insurance claim with Assurant, for the ******* Galaxy Note 9. Regrettably, the claim was denied by Assurant on March 15, 2023. However, on March 16, 2023, a new insurance claim was filed with Assurant, for the ******* Galaxy Note 9. On March 17, 2023, the claim was approved, however, as the ******* Galaxy Note 9 is no longer available for replacement, a ******* Galaxy Note 10 Plus was sent to ******* Sales, with the tracking number ************, and was delivered to ******* Sales on March 21, 2023.
  
  Furthermore, T-Mobile respectfully declines ******* Sales request of being reimbursed for the ******* Galaxy Note 9 handset. 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:03/15/2023

  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 changed phone/internet service carriers to TMobile in September 2022.At that time,while@the TMobile outlet I traded in my phone for a new iPhone13. The customer rep who helped me out wrote/itemized a break down of my monthly bill,$110.00, including modem, monthly payments on new IPhone,taxes etc & a $50 a month,every month w/no expiration deduction for being 55yo or older.My bill,autopay (the only type of pay method they accept) has been $170.00 for 7 MONTHS.Ive made so MANY calls to TMobile. Their history ofrecorded callswould reflect a more accurate count of just how many calls Ive made.Several times, major challenges due to language barriers.I heard the frustration in her voice as I asked numerous times to repeat herself & quite sure she sensed my frustration.My last call- 1hr 10min.I was on hold every few minutes.One hold lasted 17min. & upon her return she told me I had to obtain a government issued ID to adjust my bill.WHAT??? To have my bill adjusted & reimbursed 1)$10.00 mo.@7mo.($70.00) for an iwatch I never had & dont want.2) have future bills reflect the $50.00 discount for age 55+ & reimbursed for $50.00 a mo.for 7mo($350) I overpaid?? I need a Govt issued ID??? I turn 58 next week,Im on a fixed income w a disability.My son attempted to speak w/TMobile,I gave them permission but they would not speak with him.I just cannot call anymore.It is the same thing every time.When put on indefinite holds thru out one call,people hang up.I would truly appreciate your help.Tmobile deducts $170.00 from my acct the 14th of ea month.Yesterday was the 7th payment made.I hope & am in need of a bill ******************************** you very much.

  Business Response

  Date: 03/29/2023

  March 29, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
              Re:     *****************************
                          T-Mobile Account Holder: ***********************
                          Your File No. 19598681
                          T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated March 15, 2023,regarding the above-referenced account.  Please be advised that the account holder of record is ************************  ***************************** has been designated as an authorized user. 
  
  ********************** regrets any concerns ***************************** may have experienced regarding account billing.  T-Mobile records reflect that on June 23,2022, the account holder, ***********************, activated service with mobile number ending in ****, Home Internet line ending in ****, and DIGITS line ending in 0243.  At the time of activation, *********************** subscribed to the Magenta *** single line plan for $90.00 per month, the T-Mobile Home Internet plan for $55.00 per month, and the DIGITS Talk & Text plan for $15.00 per month.  The account is also enrolled in AutoPay which provides a $5.00 monthly credit for each of these lines.
  
  On August 27, 2022,***************************** traded in an Apple iPhone SE 2 handset, opened an Equipment Installment Plan (EIP) with the purchase of an Apple iPhone 13 handset with 24 monthly installments of $30.00, and was approved for the 2022 Apple Trade P24 offer which awards 24 monthly Recurring Device Credits (RDC) of $5.00.  This offer allowed customers to get up to 50%off the Apple iPhone 13, iPhone 13 Pro, iPhone 13 Pro **** iPhone 13 mini,iPhone 12, iPhone 12 Pro, iPhone 12 Pro **** or iPhone 12 mini, or save even more on iPhone SE (3rd **************** of $400.00 via one-time trade-in credit and RDC) when purchased on EIP and with trade in of a qualifying phone.  Our records reflect the iPhone SE 2 trade-in handset was tiered at $200.00.  As a result of this device being traded in, the account received a one-time $80.00 instant trade-in credit, along with the noted $5 RDC for 24 months for a total credit of $200. 
  
  Please be assured T-Mobile strives to provide world-class service to all our customers on each contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during *********************** recent contact with our retail location and Customer Care. 
  
  Upon contacting ***************************** on March 21, 2023, our office scheduled a call for March 28,2023, as they were not able to speak at the time.  On March 28, 2023, our office attempted to contact *****************************; however, we were unable to reach them.  We invite ***************************** to contact our office at the number below as we would like to continue to work with them to reach an amicable resolution.
  
  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:03/15/2023

  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 February 18th 2023 I paid $599.27 for an order I placed over the phone only because the representative offered a promo where I can get a free watch and guaranteed me my phone and watch were going to be here before February 24th 2023. I specifically told the rep I needed this phone by ****** because it was a birthday gift for my son. First issue was the promos was all wrong. I called immediately when I received notice via text. The watch was not free. Secondly, the package was not going to make here on February 24th 2023. I called and wanted the order canceled. Which they side the could not because it was shipped. I demanded them to 3 way call *** because i talked to them already and they needed tmobile to be on the phone to cancel. . I finally convinced them to do that after being on hold more then 2 hours. *** was able delivery and return to sender before it made it out the warehouse. Ordered was canceled February 22,2023. TMOBILE has all the products and still have note refunded me the phone for the phone. It was never opened, i never received it or anything. Its been a month and still have to received my refund. I called numerous times everyone keep saying they will personally keep checking on this. They keep saying I have to wait until they receive the devices and check them. I get that but that's only for someone who received and sent back. But for me I never even saw the product. Proof ***. They took off the promos off the account the have everything and refused to refund full amount.

  Business Response

  Date: 03/29/2023

  March 29, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****, ** *****
  
              Re:     ***************************
                          T-Mobile Account Holder:*****************************
                          Your File No. 19598593
                          T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated March 15, 2023,regarding the above-referenced account.   
  
  T-Mobile regrets any concerns *************************** may have experienced regarding their recent order.  T-Mobile records confirm, on February 18,2023, *************************** activated service on a voice line ending **** and a DIGITS line ending 3553.  *************************** took advantage of our Equipment Installment Plan (EIP) and purchased a ******* Galaxy S23 256GB handset and ******* Galaxy Watch5 44mm smartwatch.  *************************** remitted a payment for the $399.99 down payment and sales tax of the full retail value of the devices totaling $599.27 and agreed to 24 monthly installments of $48.34.  The purchase qualified for the 2023 ******* Activate P1 and 2023 ******* Watch P3 promotions wherein the account would receive 24 Recurring Device Credits (RDC) of $29.63.  It is important to note that the order was placed with *** Ground shipping estimated with up to seven business days to delivery. 
  
  On March 11, 2023,T-Mobile confirmed receipt of the ******* Galaxy S23 handset, and, on March 13,2023, T-Mobile confirmed receipt of the returned ******* Galaxy Watch 5 device.  Due to an inadvertent error, only a partial refund of $75.69 was applied to the original purchase method.
  
  On March 28, 2023,our office spoke with *************************** who advised that they have filed a dispute with their financial institution for the remaining $523.58.  At the time of this response, T-Mobile has not received notification from *********************** financial institution regarding a returned payment; however, we remain committed to provide a long-term resolution to this matter.  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
  

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19598593
  
  I am rejecting this response because: The partial payment that was received is $37.09 on March 10th 2023. TMOBILE received the devices on March 3rd 2023 proof of delivery is attached per **** There was no other refund amount received from tmobile which I have the bank statements that prove that. Tmobile has not responded back to the dispute I have open with the bank and has not sent me no confirmation of return of my refund for the total amount of $562.18. There is still a balance of $562.18 that is still needed to be refunded. Therefore I respectfully ask that this complaint remain open until I receive the rest of the refund of $562.18. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/10/2023

  April 10, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****, ** *****
  
              Re:     ***************************
                          Your File No. 19598593-Rebuttal
                          T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated April 6, 2023,regarding the above-referenced account.   
  
  T-Mobile regrets any continued concerns *************************** may have experienced regarding their recent order.  T-Mobile records confirm that on February 18, 2023, *************************** activated service on a voice line ending **** and a DIGITS line ending ****.  *************************** took advantage of our Equipment Installment Plan (EIP) and purchased a ******* Galaxy S23 256GB handset and ******* Galaxy Watch5 44mm smartwatch.  *************************** remitted a payment of $599.27 for the $399.99 down payment and sales tax of the full retail value of the devices,and agreed to 24 monthly installments of $48.34.  The purchase qualified for the 2023 ******* Activate P1 and 2023 ******* Watch P3 promotions wherein the account would receive 24 Recurring Device Credits of $29.63, applied over the length of the associated EIP.  It is important to note that the order was placed with *** Ground shipping estimated with up to seven business days for delivery.
  
  On March 11, 2023,T-Mobile confirmed receipt of the ******* Galaxy S23 handset, and on
  March 13, 2023,T-Mobile confirmed receipt of the returned ******* Galaxy Watch 5 device.
  Due to an inadvertent error, only a partial refund of $75.69 was applied to the original purchase
  method.  On March 28, 2023, our office spoke with *************************** who advised that they have filed a dispute with their financial institution for the remaining $523.58.  
  
  On April 6, 2023,T-Mobile received a notification from ******************************* financial institution stating that credit card payment has been returned in the amount of $562.18.  Please be advised that while most banks will post refunds within 10 business days, some smaller banks including credit unions can take up to 30 days.  We recommend that ************** follows up with his bank directly with any questions regarding the refund.
  
  On April 10, 2023,our office spoke to *************************** and although he confirmed he had not yet received the refund, he agreed to continue working with our office until his concerns have been resolved.  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.
  
  
  Baby *******
  Executive Response
  

• Initial Complaint

  Date:03/15/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  T-Mobile is notorious for not giving you your correct final bill. I walked into T-Mobile after closing out my account asking for the final bill. I was given a final bill with the receipt closed out my T-Mobile bill. moved on to a new provider and after three months I receive on my credit a collection for $116, and this is not the first time this is happened when I left T-Mobile five years ago the exact same thing happened after asking and walking into the store closing the account paying the bill in full and told that this is your final bill they are notorious for doing the same thing and affecting your credit score. I am currently at the same address. I currently have the same email address. Nothing was sent to me to inform me that there would be an outstanding bill to give me the opportunity to pay or dispute. Straight to the creditors as a collection.

  Business Response

  Date: 03/28/2023

   
  
  March 28, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     *************************
  Your File No. 19598534
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated March 15, 2023, regarding the above-referenced account.   
  
  T-Mobile regrets any concerns ************************* experienced regarding their billing and we appreciate the opportunity to respond.  Records reflect on May 7, 2019, ************************* activated service, and as of May 8, 2022, had one voice line ending in **** which subscribed to the Magenta rate plan for $75.00 per month and the Protection 360 feature for $18.00 per month.
  
  Please be advised that ************************* was enrolled in our optional AutoPay service.  AutoPay allows customers to designate a credit card account, checking account, or savings account to use for the purpose of paying monthly recurring charges associated with their T-Mobile account.  This payment is automatically processed to the selected payment method approximately two to three days before the billing statement's due date.  As ************************* was enrolled in AutoPay, they received a $5.00 monthly discount. 
  
  T-Mobile records confirm on September 16, 2022, ************************* elected to cancel the AutoPay service.  Additionally, on the same date, the account was canceled when they ported out their mobile number to another service provider.  ************************* billing cycle ran from the 7th of one month to the 8th of the following month.  Pursuant to T-Mobile policy, customers are responsible for all charges through the end of their service term.  Accordingly, ************************* was billed through October 7, 2022, which is reflective on the billing statement dated October 8, 2022.
  
  The billing statement dated October 8, 2022, reflected a balance of $93.16 which included a past due balance of $89.49, and new charges for monthly recurring services from September 8, 2022, through October 7, 2022.  Unfortunately, payment was not remitted for the balance due. 
  
  As the account remained unpaid, on January 13, 2023, T-Mobile referred the account to ******, a third-party collection agency for the collection of the past due balance.  As stated in our Terms and Conditions, accounts that are referred to a third-party collection agency may be charged a one-time collection fee.  The amount of a collection fee is determined by the amount of the past due balance.  Accordingly, a one-time collection fee in the amount of $23.29 was assessed to the account and updated the balance to $116.45.  
  
  On March 15, 2023, T-Mobile contacted ************************* and apprised them of the above information.  To amicably resolve ************************* concerns, we issued a onetime account credit totaling $116.45, updating the balance to zero.  In addition, T-Mobile has removed the account from third-party collections and advised the collection agency to delete any negative information reported to the credit bureaus regarding this debt.  ************************* should allow approximately 90 days for this information to be reflected on their credit report.  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:03/15/2023

  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 cancel home internet with tmobile in December and i have try multiple time to return there equipment in the tmobile store and the phone and i have been given the run and run now i am being charge with a fee for non return equipment were i try to do so but i have it gotten any help from anyone

  Business Response

  Date: 03/28/2023

  March 28, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
              Re:     *******************************
                          Your File No. 19598463
                          T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated March 15, 2023,regarding the above-referenced account.  T-Mobile regrets any concerns ******************************* has experienced regarding the account, and we appreciate the opportunity to address this matter with them.
  
  T-Mobile records confirm on January 11, 2022, ******************************* activated a T-Mobile Home Internet line of service with the mobile number ending in **** on the above referenced account.  The line of service was subscribed to our Home Internet rate plan for $55.00 per month.   
  
  At the time ******************************* activated the T-Mobile Home Internet line of service, a T-Mobile Home Internet Gateway device was provided to them at no cost.  However, it should be noted that the Home Internet Gateway device is a ********************** owned device and must be returned to T-Mobile in good working order, with no physical or liquid damage,upon cancellation of the line of service.  If the device is not received, or is received damaged, a non-return fee of up to $370.00 plus applicable taxes and fees may be assessed to the account.
  
  Regrettably, on December 19, 2022, ******************************* cancelled the T-Mobile Home Internet line of service, resulting in the closure of their T-Mobile account.  As such, a prepaid return label was provided to ******************************* via email to return the T-Mobile Home Internet Gateway device.  ********************** records indicate the T-Mobile Home Internet Gateway was not received as returned, and as such, on February 2, 2022, a non-return fee in the amount of $370.00 plus applicable taxes,totaling $407.94, was assessed to the account.  As a result, the billing statement dated February 11, 2022, reflects a balance owed in the amount of $461.03, which consisted of past-due service charges of $53.09, the aforementioned non-return fee of $370.00, and applicable taxes and fees of $37.94.
  
  Upon speaking to ******************************* on March 17, 2023, we discussed the above information.******************************* advised they are aware of the past due balance and agreed to return the Home Internet Gateway to our T-Mobile corporate office within 30 days of this letter. Upon receipt of the Home Internet Gateway in acceptable,un-damaged condition, T-Mobile will apply a credit to the account in the amount of $407.94 for the Gateway non-return fee and applicable taxes.  Please note, ******************************* will remain responsible for payment of the remaining past due balance of $53.09.  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:03/15/2023

  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 11/11/2022, I called T-Mobile to transfer my cell phone line and iPad line from **** to T-Mobile. Then I left for ****** on 11/15 for 3 weeks using the local data plan and left for a cruise from 12/31/22 to 1/9/2023 with a purchased T-Mobile ****************** plan for one month to cover any possible usage. When I came back, I was surprised that **** continued charging me on my credit card automatically. I called ****, they told me the transfer from **** to T-Mobile in November didnt happen. I have been charged by both phone companies because T-Mobile didnt transfer the account correctly in the first place for 2 months. Yes, when I called them (T-Mobile agents) and they are not even sorry at all for their unprofessional service. Their agent was not well-trained to do the service correctly and costs innocent customers who trusted them. On Feb. 27, 2023, I received a text message regarding one-time charges. I reviewed my account, my usage, and my bill multiple times and didnt see any information about it. Then I got a text message on March 13 indicating my credit card will be charged $ ******, which included a total of $ ****** one-time charges. My monthly bill is supposed to be about $ 85. I called them this morning 3/15/23 and found out that T Mobile charged me $ 3 dollars per minute for my call to ****** instead of $ 25 cents per min per their Simple Global program (low flat-rate calling, $ 0.25/minute in 215+ countries and destinations). They said that Simple Global only applies if you call outside the U.S., but no agent ever told me about that. Thats not what I understood about their program on the website. In order to qualify to get $ .25 per minute, I have to add another $15 per month international plan. That is bait and switch, really misleading the customers. After speaking to their customer service representative, they only gave me a 20% discount on the int'l call charges on my bill.

  Business Response

  Date: 03/29/2023

   
  March 29, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     *********************
  Your File No. 19598165
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated March 15, 2023, regarding the above-referenced account.   T-Mobile is pleased to report this matter has been resolved to ****************** satisfaction.
   
  T-Mobile regrets any concerns ****** **** may have regarding the account and we appreciate the opportunity to respond.  On November 11, 2022, ****** **** activated the account and has one voice line and one mobile internet line of service.  The voice line ending in **** is subscribed to the Magenta *** 55+ rate plan for $70.00 per month, which includes unlimited domestic minutes, messages, and data at up to 5G speeds depending on device and network capability.  
  
  Upon review of the mobile internet line ending in ****, T-Mobile found it is subscribed to our Unlimited ******************* rate plan for $65.00 per month, and qualifies for a $40.00 monthly internet discount.  The account is subscribed to ********* on ** for $4.99 and ******* Basic (1-Screen) for $9.99 per month; however, the account receives a monthly discount which offsets both of these charges in full.  
  
  We further confirmed ****** **** elected to enroll in AutoPay and is eligible to receive a $5.00 monthly credit per line of service.  This is a free feature that automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card, or checking account supplied by the customer.  
  
  Please be advised the Magenta *** 55+ rate plan includes Simple Global.  Simple Global gives discounted calling and free unlimited text and data when customers travel to a Simple Global country.  Customers may find more information regarding Simple Global at www.t-mobile.com/coverage/roaming.  It should be noted that Simple Global does not discount long-distance calls from the **** to ******, which are billed at a rate of $3.00 per minute.  Instead, if customers are visiting ******, the Simple Global feature provides up to 5GB high-speed on us, then up to 256Kbps of data, unlimited text, and a $0.25 per minute rate when they are travelling abroad in ******.  We regret if there was misunderstanding regarding this feature.
  
  On December 16, 2022, ****** **** added the 15GB 30-day International Roaming Pass feature to voice line ending in ****, for $50.00 per line of service, plus taxes.  The 15GB 30-day Pass feature is compatible with Simple Global countries and includes 15GBs of high-speed data while roaming in those countries.  T-Mobile records indicate on January 19, 2023, ****************** 15GB 30-day International Roaming Pass feature expired.  
  
  On February 25, 2023, ****** **** received a warning text notification for voice line ending in **** regarding $207.00 in unbilled international call charges.  ************* provided troubleshooting and advised ****** **** that stateside international calls to ****** are not inclusive in the Simple Global feature and billed at a rate of $3.00 per minute.  ************* provided ****** **** with details regarding our North ******************************* Talk with Mobile feature for $15.00 per month, which includes unlimited or discounted calling from the **** to landline and mobile numbers located outside *****************.  ****** **** may find a list of costs and included countries at **************************************************************************; Please be advised Stateside rates apply regardless of if calls are made over cellular or Wi-Fi.  ****** **** subscribed to the feature for $15.00 per month.  
  
  The billing statement dated March 12, 2023, reflects a total balance due in the amount of $360.22, which is due by April 4, 2023, and is for services from February 12, 2023, through March 11, 2023.  This balance is for new charges and consists of monthly recurring charges, in addition to charges totaling $207.00 for calls to ******, as well as $40.70 applicable taxes and fees. 
  
  On March 15, 2023, ****** **** contacted our ************* team to inquire about the charges on the March 12, 2023 bill statement.  At time it was confirmed the charges were valid.  Nevertheless, ************* applied a $55.00 account credit, updating the balance due to $305.22.
  
  On March 17, 2023, our office spoke with ****** **** and provided the above information.  ****** **** further expressed upon reviewing a list of costs and included countries included in the Simple Global feature it was their understanding, calls to ****** would bill at a rate of $0.25 per minute.  T-Mobile clarified the Simple Global feature benefits at that time.  ****************** monthly bill estimate is $100.00 per month, before applicable usage charges, taxes and fees.  
  
  Furthermore, in an effort to amicably resolve this matter, a credit of $247.70 was applied to the account, leaving an outstanding balance of $57.52 due by April 4, 2023.  ****** **** accepted this as a resolution.  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:03/15/2023

  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 called TMobile to see if my son can get a new phone, his is broken. Spoke to customer service who told me he is eligible for upgrade. Fee would be $35. iPhone 12. I was told to add him as authorized user on my account, i added him. Next call was to make sure everything is in place for him to go to store location, i live 4 hours away. I was assured eveything is in place. This time i was told it would be free upgrade, all noted on account. Son went to two separate locations who both told him theres nothing in notes to indicate free upgrade. I called again, this is fourth call, was told notes in place and should be no problem. Now fee is $77. What happened? Went from 35, to free then $77. Tmobile store location told my son iphone 12 would be $120 plus tax. So i called again, spoke to supervisor, who said free again, credit on account $47. Told them to ship, since i live remote, reservation. Checked on chat on web to see when phone would arrive, nothing. No phonehas been ordered. What the heck? Please help me get to the bottom of this. Tired of being lied to. Customer for 16 years, pay hundreds of dollars a month. Supervisor **************** and allyzagrace, also **** on chat all deceived me.

  Business Response

  Date: 03/27/2023

   
  
  March 27, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     *****************************
  Your File No. 19598117
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated March 15, 2023, regarding the above-referenced account.   
  
  T-Mobile regrets any concerns ***************************** may have experienced regarding a recent handset purchase, and we appreciate the opportunity to respond.  On March 13, 2023, ***************************** contacted our ************* to inquire about upgrading the handset in use on the line of service ending in ****.  ***************************** was advised of available handsets and offers for the line of service ending with **** at that time.  Additionally, ******************* was added to the above account as an authorized user of the account. 
  
  Please note, our Device Connection Charge (DCC) is a one-time charge of $35.00 plus applicable taxes, and provides customers with a Magenta Glove experience when they are activating a new line of service or ordering a new device.  During the Magenta Glove experience, T-Mobile also guides customers through our financing options, finding the right accessories, and ensuring the new equipment is set up correctly.  
  
  On March 14, 2023, ******************* visited a T-Mobile retail location to inquire about the purchase of an Apple iPhone 12 handset via our Equipment Installment Plan (EIP).  ******************* was advised a down payment would not be required; however, they would be required to remit payment for taxes on the full retail price of the handset and the DCC at the time of purchase. ******************* declined to upgrade at that time.  
  
  Please be assured T-Mobile strives to provide world-class service to all our customers on each contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during ******************************* recent contact with our *************.
  
  Upon speaking with ***************************** on March 20, 2023, we provided the above information.  In an effort to amicably resolve ***************************** concerns, T-Mobile offered to issue an account credit to offset the taxes on the handset of their choice.  On March 21,2023, ***************************** utilized our EIP to purchase an Apple iPhone 13 handset.  ***************************** was not required to remit a down payment; however, they remitted a payment of $63.51 for the taxes on the full retail price at the time of purchase and agreed to 24 monthly installments of $30.42.  On March 21, 2023, T-Mobile issued a one-time credit to the above account in the amount of $63.51 for the above taxes, reducing the account balance owed at that time to $184.77.  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 *******
  Executive Response