Business Profile

Cell Phone Supplies

T-Mobile USA, Inc.

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Complaints

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

Customer Complaints Summary

27,349 total complaints in the last 3 years.
7,951 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/07/2023
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 transferred my phone line to my partner's account and was told I would receive a credit for difference on my account since I had just paid my monthly bill and there were only a few days I had used the phone since the last payment. However, they closed my old account and never adjusted the bill so their system's autopay charged the full amount instead of pro-rating my account for the days I used the line prior to it being transferred to the new account. I NEVER received any indication that I would receive a credit even after waiting weeks. I then called and informed T-Mobile customer service about the issue and that they STOLE my money. The associate acknowledged that I was indeed owed a credit (almost the full month's amount). They informed me that I would receive a check in the mail for the credit since my account was already closed. However, a letter was sent to my old address indicating the credit on my account, but there was no check. The letter told me to log in and access the account, but I am unable to do that since the account is CLOSED. I called again and was told I would have to go to a T-Mobile store to verify my identity and have them call customer service for me so they could get the credit sent to me by mail. They refuse to accept any information to access the account aside from a 4-digit pin that I no longer remember. This is EXTREMELY ridiculous and inconvenient to jump through hoops because T-Mobile closed my account PRIOR to issuing my credit. A HUGE ERROR THAT THEY SHOULD FIX and SHOULD NOT BE MY PROBLEM. However, I had no choice but to go to a T-Mobile store and call with an associate as they directed me. I was told the same thing that I would receive the check in the mail after several weeks. THE CHECK NEVER COMES. Only the same letter comes OVER AND OVER indicating I have a credit. I want my money back!!
Business Response
Date: 03/20/2023
March 20, 2023

FILED ELECTRONICALLY

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

            Re:     ***********************
                        Your File No. 19553091
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated March 8, 2023 regarding the above-referenced account.

T-Mobile regrets any concerns ************ may have experienced regarding her account cancellation and refund request. We appreciate the opportunity to respond.

A review of Ms. ***** T-Mobile account reflects the account was activated on February 15, 2014, with one line of service ending in **** subscribed to our Essentials plan which provides unlimited talk, text, and high-speed data for $60.00 plus applicable tax per month, including the AutoPay discount of $5.00. Ms. ***** billing cycle began on the 3rd of each month, and ended on the 2nd of the following month.

Our records show on October 8, 2022, ************ contacted our ************* team and requested the transfer of her number ending in **** to a new account. As this was the only active number on Ms. ***** account, upon completion of the requested transfer, her account was closed effective October 8, 2022, with a remaining balance of $65.12 due on October 23, 2022. On October 21, 2022, ************ was charged on AutoPay for the full balance due of $65.12, reducing the the account to a zero balance.

Please note Ms.***** account was enrolled in AutoPay on March 5, 2022. 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.

On November 4, 2022,************ contacted our ************* team to dispute the final bill charge as her number was transferred to a new account early in her billing cycle. To resolve
************** concerns,our ************* team applied a credit to her account of $50.15, reflecting the prorated portion of Ms. ***** cycle following her cancellation from October 8, 2022, to November 2, 2022, and filed a refund request for this amount. Regrettably, on November 5,2022, this refund was declined due to T-Mobile policy, as the account had not yet been closed for 30 days to allow all systematic adjustment handling to occur. A new refund request was filed on December 2, 2022, however, this request was denied as well due to an error with the request filing.

Upon speaking with ************ on March 8, 2023, we discussed the above information. To resolve Ms. ***** concerns, we agreed to issue a refund for the full payment made of $65.12 to Ms. ***** card used for the payment. ************ can expect the completion of her refund within 3 business days. Further, as the refund exceed the credit balance on the account, an additional credit of $14.97 was applied to reduce the account to a zero balance and ensure no further billing. T-Mobile regrets any inconvenience to *************

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: 03/21/2023

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:03/07/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I will start by saying I have been a customer for over 20 years. This all begain a few months ago when I went into a local TMobile store to replace a 5-6 year old phone that wasn't functioning properly. At this time my account had 3 numbers (2 phone lines & 1 sncyup) costing $128 a month. I was told my best option was to cancel my sncyup line add another phone line and basically this phone would be free and my bill would be almost the same. I said I didn't want another line I just needed a phone. The response was you don't have to activate the number it just looks better for the shareholders. Seemed a little fraudulent but I needed a phone. First bill comes I have 5 lines now! They didn't cancel the sncyup line and they added 2 lines, strangely enough there was data usage on 1 of the supposed inactive lines. I call customer service immediately! I inform them of what appeared to be fraudulent activity and how what I was told is totally different than what was reflected in my bill. The response was we will get this all corrected. I was pleased and felt great until the next bill came. The only thing they addressed was the fraudulent data usage but still didn't cancel the sncyup line or the others and on top of that my bill is over $160. I called customer service dealt with them for a hour with nothing being resolved and then ended up back in store for a hour talking to the same guy who *************** me in the first place. Thankfully, I was able to save some other people. The employing was feeding them the same lines so I intervened to save them the trouble. However, before I left the store he said he had the unwanted lines cancelled and would include some rebates. Not very hopeful and at least 3 hours of my life wasted I wait. **** comes today nothing has been changed and over $160. So I figure I would try this.
Business Response
Date: 03/20/2023

March 20, 2023

FILED ELECTRONICALLY

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

Re: *******************
T-Mobile Account Holder: Heads Up Painting
Your File No. 19552714
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated March 7, 2023, regarding the above-referenced account. Please be advised the account holder of record is Heads Up Painting and ******************* is designated as an authorized user of the account.

********************** regrets any concerns Mr. **** may have experienced regarding the above-referenced account, and we appreciate the opportunity to respond. Prior to January 9, 2023, Mr. **** subscribed to the T-Mobile One All in Promo rate plan for $110.00 per month, and the Protection 360 feature for $18.00 per month on the line ending in 5315. Mr. **** also had a Mobile Internet line ending in **** which subscribed to the SyncUP Drive 2GB rate plan for $15.00 per month. Mr. **** subscribes to the optional AutoPay feature; therefore, he receives a monthly discount of $5.00 per line.

Records confirm on January 9, 2023, Mr. **** visited a local T-Mobile store with intentions to upgrade the handset on the line ending in 1148. While in store, two voice lines ending in **** and **** were activated. Additionally, the rate plan was changed to the T-Mobile for Business Unlimited Select rate plan for $100.00 plus tax per month for the first two voice lines and $20.00 for each additional line of service. The line ending in **** entered our 2023 Line P1 promotion providing the line a monthly discount of $20.00 per month. Please note the 2023 Line P1 promotion required two new lines of activation to get one free. We regret any misunderstanding regarding the new line activations.

On January 9, 2023, Mr **** purchased a ******** Edge handset using our Equipment Installment Plan (EIP) offering for $498.00. At the time of purchase Mr. **** was not required to remit a down payment; however, he agreed to 24 monthly installments in the amount of $20.75, for the number ending in ****. With this purchase, Mr. **** received the 2022 Moto Activate P1 promotion, which provided the ******** Edge for free via Recurring Device Credits when purchased on EIP and activated a new voice line.

On January 9, 2023, Mr. **** requested the line ending in **** to be canceled. However, due to an inadvertent error, it was not canceled until March 8, 2023. ********** Mr. **** continued to be billed for the line through the time of cancelation.

On March 8, 2023, our office spoke to Mr. **** and provided our findings. To amicably resolve this matter, we canceled the lines ending in **** and **** as Mr. **** confirmed he did not need the lines. In addition, we absolved Mr. **** of the remaining EIP balance for the ******** Edge handset. Going forward, ********* estimated monthly cost is $108.00 plus tax including the AutoPay discount. Finally, we issued a onetime account credit of $163.87, updating the balance to zero. Mr. **** accepted this as resolution to his concerns. T-Mobile regrets any inconvenience to Mr. *****

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: 03/21/2023

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:03/07/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I Contacted Tmobile about nonworking phone which is under warranty. I have spent countless hours with customer service. I'm paying for a phone service and device that doesn't cal out or receive calls, drops calls, doesn't text,etc. A Replacement phone has been approved but I was notified it's on back order there's no delivery date. I need a device to be able to communicate with my family, navigate my community and work. Although I've been a faithful tmobile customer for years and pay for 3 lines and 3 insurances, Tmobile says they're on back order and won't be able to provide a device for an unreasonable amount of time. I need my phone to be able to do my job of servicing autistic students asap. Please help. I currently have a note 8 and if Tmobile doesn't have a replacement, an upgraded device should be provided.
Business Response
Date: 03/16/2023
March 16, 2023

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: *************************
Your File No. 19552522
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated March 7, 2023, regarding the above-referenced account.

T-Mobile regrets any concerns ************************* may have regarding their non-working handset, and we appreciate the opportunity to respond. On December 23, 2019, ************************* activated their account with three lines of service ending in ****, ****, **** which were subscribed to our Magenta *** rate for $112.00 a month which includes our AutoPay discount, our Insider discount and our 2019 Dec Third Line on Us promotion. Additionally, the lines ending in **** and **** were subscribed to our Protection 360 Tier 5 feature for $18.00 a month plus tax each. Finally, the line ending in **** was subscribed to our Protection 360 Bring Your Own Device (BYOD) Tier 5 feature for $18.00 a month.

Upon activation, a ******* Galaxy Note 8 was in use on the line ****. As the line of service was subscribed to our Protection 360 BYOD Tier 5 feature, the handset qualified for our Limited Warranty program provided by the manufacturer of their device. During the Limited Warranty period, *************************** was eligible to receive an advanced replacement of their device via *********************** Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile provides a replacement handset of the same or equivalent model, with a service warranty processing fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.

On ********************** ***** contacted our ************* regarding issues with their ******* Galaxy Note 8. After troubleshooting, a warranty exchange was offered and processed the same day. At this time, a ******* Galaxy Note 9 was sent as an alternative handset since the ******* Galaxy Note 8 was not available. T-Mobile records confirm that the replacement was shipped March 7, 2023 and delivered to our T-Mobile retail location on March 8, 2023. On March 9, 2023, our office made contact with ************************* to advise their replacement was available for pick up.

On March 11, 2023, the warranty exchange was completed when ************************* picked up their handset replacement at our retail location. On March 13, 2023, our office followed up with Saireva who confirmed their replacement was working well. At this time, our office provided a one-time bill credit of $162.69 as a gesture of goodwill which updated the current account balance to zero dollars. 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.

Jax Kimble
Executive Response

Customer Answer
Date: 03/16/2023

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:03/07/2023
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.
Tmobile support needs to be improved, when in the product itself, their chat box routinely malfunctions or just doesn't appear entirely. Additionally, they have no support email or chat option listed on their support page, making it impossible for someone who is mute to contact support as they only list a phone number to an automated machine. I have a video of me trying to get a late fee for a bill that isn't even past due yet removed from my account, I recorded the chat because the first time I chatted in, the rep closed the chat without notice. The second time I chatted in, they closed the chat as soon as they said they would remove the fee, again without notice. When I try to chat back in, the chat box would not appear, as if they had blocked my account from being able to chat in even though I did nothing unprofessional or out of the ordinary. I tried to upload it but your application wont let me include a video file, feel free to follow up with me via email if you would like the recording for proof. They make it incredibly difficult to contact support when needed, resulting in customers getting overcharged for no reason.
Business Response
Date: 03/20/2023

March 20, 2023

FILED ELECTRONICALLY

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

Re: *****************************
Your File No. 19552132
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated March 7, 2023, regarding the above-referenced account. Please be advised we have made attempts to contact ***************************** which have proven unsuccessful. As such, T-Mobile will make every effort to address ******************************* concerns within this letter.

T-Mobile regrets any concerns ***************************** may have experienced regarding the above referenced account, and we appreciate the opportunity to address their concerns. ******************* letter to your office, they indicate they have had difficulty in receiving assistance. T-Mobile accepts all relay calls and some customers with hearing loss, or a speech disability may contact us using an assisted call or a relay call. These calls have an interpreter or a relay operator on the line to convey the words of the customer to us and to convey our words to the customer. ********************** also offers an accessibility wireless team or video customer service (VCS) if a standard representative cannot assist the customer with their accessibility needs or requests. The Accessibility Wireless team may be reached via email at *********************************************. More information on our Accessibility can be viewed online at *******************************************************************************;

T-Mobile records confirm on the March 4, 2023, billing statement, ***************************** was assessed a late fee in the amount of $7.42 as payment for the previous billing cycle was not received by the due date. Please note pursuant to T-Mobiles Terms and Conditions, late fees, subject to the maximum allowed by state law, may be charged if payment is not received by the due date specified on the billing notification. In addition, by accepting late payments, T-Mobile is not foregoing the right to collect all amounts due. As such, it is T-Mobiles position that the late fee assessed to Ms. ******** account is valid and owed. However, on March 7, 2023, T-Mobile issued an adjustment of $7.42 for this late fee. 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:03/07/2023
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.
Today is March 7th 2023 @ 1:37pm EST. I am writing to T-mobile to have someone from their corporate executive offices for customer resolutions to contact me at ************ and ask for ***. Reason: I spoke with a *************************************** on 02/2023. ******************** and I had a great conversation about moving along with my request and made multiple promises as well contacting me as I remember to be by 03/06/2023 to move things along. I have emailed ***** and called and left multiple voice mails to get no response in any fashion. I have also called and left voice mails and emailed ***************************** ( which maybe his manager? ), again no response at all from ******************** or ********************. I did send and blanket email to other t-mobile people which one individual ********************* did reply to said email. His response was that he would escalate this to *****'s attention that was days ago. In closing someone should Kindly call me at ************ I respectfully ask a
Business Response
Date: 03/16/2023

March 16, 2023

FILED ELECTRONICALLY

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

Re: *******************
Your File No. 19551987
Metro by T-Mobile Account No. *********

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile). As such, T-Mobile provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated March 7, 2023, regarding the above-referenced file number.

T-Mobile regrets any concerns **************** may have experienced with his interactions with our Executive Response team, and we appreciate the opportunity to respond. **************** spoke with our Executive Response team on October 21, 2022, regarding migration of his service from Metro by T-Mobile to our T-Mobile postpaid product. **************** was provided information regarding available rate plans and device promotions available. At that time, **************** opted to keep his service active with Metro by T-Mobile, and declined migrating his service to T-Mobile.

On December 5, 2022, **************** contacted our office via email requesting our office contact him to discuss concerns he had related to his account. During our conversations and email correspondence with **************** from December 5, 2022, to December 7, 2022, our office addressed his concerns to his satisfaction.

On February 15, 2023, our office received an e-mail from **************** requesting direct contact. As such, our office spoke with **************** on February 16, 2023, but **************** requested that we contact him on February 17, 2023. Regrettably, we were unable to speak to **************** on February 17, 2023. On February 20, 2023, we spoke with ****************; however, he requested that a T-Mobile representative contact him as he had questions regarding migration of his service from Metro by T-Mobile to our T-Mobile postpaid product. Regrettably, we were unable to engage a T-Mobile postpaid representative to contact him that same day; as such, we addressed Mr. ******* questions regarding promotional offers and services included with T-Mobiles standard price plans. At that time, **************** opted to migrate his service to a T-Mobile postpaid account; however, because Metro by T-Mobile was unable to initiate the migration of his service to T-Mobile, a T-Mobile representative was engaged to contact him to discuss T-Mobiles products and services further.

When our T-Mobile postpaid representative contacted **************** to discuss migrating his service to T-Mobile on February 21, 2023, **************** indicated he was not satisfied with the information provided regarding switching his service from Metro by T-Mobile to T-Mobile postpaid. As a result, **************** requested to speak with a different T-Mobile postpaid representative.

On February 21, 2023, a different T-Mobile postpaid representative from our office spoke with ****************, and discussed options available to purchase an Apple iPhone 14 with a trade-in promotion. **************** was provided the toll-free number to our ******************** to start services with T-Mobile; however, **************** explained that he would not speak to our ******************** because he was seeking an exception to lower the pricing of our product. As no previous offers were made to **************** to reduce the cost of services or a new device outside of our promotional offers at ********************************************, we respectfully declined his request. Regrettably, **************** decided to end our conversation at that time. As such, Mr. ******* service remained active with Metro by T-Mobile.

On March 7, 2023, our office spoke with ****************, at which time he indicated our office offered specific promotions regarding a T-Mobile device and price plans at a cheaper rate plan. **************** was provided the information above, and was advised we are unable to make an exception for specific pricing on T-Mobile devices and rate plans, and that we are unable to substantiate any additional offers were made. At that time, our office was unable to assist **************** with migrating his service from Metro by T-Mobile to T-Mobile, and we recommended he visit a T-Mobile retailer for further assistance should he wish to migrate his service to T-Mobile.

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 Mr. ******* recent contact with our Executive Response team.

Should **************** have any further questions or concerns related to his Metro by T-Mobile service, he must contact our ************* directly by dialing 611 from his device or by dialing ****************. While we regret **************** remains dissatisfied, our position remains that we respectfully decline to provide pricing for rate plans or handsets outside of our currently available rate plans and promotional offers. We regret any inconvenience to ***************************

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

Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am to 2am CST. If you have any questions, please do not hesitate to contact our office at the address listed below or at ************.

Very truly yours,

METRO BY T-MOBILE

***********************
Executive Response

Customer Answer
Date: 03/16/2023
To Dolly and Ms. ******************************************** is not factual as during such email and phone call conversations are not lining up tot the truth.
I was contacted via phone and email from a *******************. He said one thing while MS. ******** said another and here is how it went.
******************** in an written email said he was "fully" equipped to help me transferor my services from Metro to T-mobile including discussing options on pricing and upgrades. Yet when ******************** called she claimed ******************** did not and could wnd would not have offered any advice as he his not authorized to do so as he is not technically a T-Mobile employee as he works for Merto PCS. As per Ms. ******** she said in fact that he never called me to discuss phones or plans yet I have voice mails to prove he called offing such services.

So metro, T-mobile ( *****) says they want to offer world class customer services yet delivers 1st grader customer service.
I have sent ******************** an emails and left multiple more voice mails since we last spoke on March 10th 2023 @ 5:30 pm EST. These emails included the numerous emails from ******************** that for some reason does not line up with her statements of Mr. ********* ability to discuss such matters when his emails clearly show that he says he can????

Explain that to me and we can have further discussions via phone at ************
Till then I will continue to call and leave emails to all parties involved so I CAN MOVE FORWARD AND AWAY FROM THIS HEADACHE

Complaint: 19551987

I am rejecting this response because:

Sincerely,

*******************
Business Response
Date: 03/27/2023
March 27, 2023

FILED ELECTRONICALLY

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

Re: *******************
Your File No. 19551987
Metro by T-Mobile Account No. *********

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile). As such, T-Mobile provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated March 23, 2023, regarding the above-referenced account.

T-Mobile regrets any continued concerns **************** may have experienced, and we appreciate the opportunity to respond. **************** spoke with our Executive Response team on October 21, 2022, regarding migration of his service from Metro by T-Mobile to T-Mobile postpaid. **************** was provided information regarding available rate plans and device promotions. At that time, **************** opted to keep his service active with Metro by T-Mobile and declined migrating his service to T-Mobile.

On February 20, 2023, we spoke with ****************; however, he requested that a T-Mobile representative contact him as he had questions regarding migration of his service from Metro by T-Mobile to our T-Mobile postpaid product. At that time, **************** opted to migrate his service to a T-Mobile postpaid account; however, because Metro by T-Mobile was unable to initiate the migration of his service to T-Mobile, a T-Mobile representative was engaged to contact him to discuss T-Mobiles products and services further.

On February 21, 2023, a T-Mobile postpaid representative from our office spoke with **************** and discussed options available to purchase an Apple iPhone 14 with a trade-in promotion. Our current offers are available for review at ********************************************.

As noted in our previous response, we are unable to make an exception to our standard pricing on T-Mobile devices and rate plans. If **************** wishes to migrate service from Metro by T-Mobile to T-Mobile, he may visit a T-Mobile retail location for further assistance. More information regarding rate plan pricing is available at *************************************************************;

Should **************** have any further questions or concerns related to his Metro by T-Mobile service, he must contact our ************* directly by dialing 611 from his device or by dialing ****************.

It remains our position that we decline to provide pricing for rate plans or handsets outside of our currently available rate plans and promotional offers. We regret any inconvenience to ***************************

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

Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST. If you have any questions, please do not hesitate to contact our office at the address listed below or at ************.

Very truly yours,

METRO BY T-MOBILE

*****************************
Executive Response

Customer Answer
Date: 04/21/2023
a t-mobile sales person **** from ************ was supposed to call me yesterday to finish up some questions I had. He did not call me back as promised at yesterday. YOU NEED TO FIND HIM THROUGH THIS convo code is 49b4d3f4-2c26-47a1-a46c-c34459e72ad2 AND HAVE HIM CALL ME convo code is 49b4d3f4-2c26-47a1-a46c-c34459e72ad2 this conversation code should lead right back to him and his employee location and you contact him I will not respond to any further questions - everything you need as far as information is in the convo code do your job and if you dont know your job have some one else help you find him and have him call me back asapa t-mobile sales person **** from ************ was supposed to call me yesterday to finish up some questions I had. He did not call me back as promised at yesterday. YOU NEED TO FIND HIM THROUGH THIS convo code is 49b4d3f4-2c26-47a1-a46c-c34459e72ad2 AND HAVE HIM CALL ME convo code is 49b4d3f4-2c26-47a1-a46c-c34459e72ad2 this conversation code should lead right back to him and his employee location and you contact him I will not respond to any further questions - everything you need as far as information is in the convo code do your job and if you dont know your job have some one else help you find him and have him call me back asap

Business Response
Date: 04/28/2023
April 28, 2023

FILED ELECTRONICALLY

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

Re: *******************
Your File No. 19966167
Metro by T-Mobile Account No. *********

To Whom It May ****************** style="color: rgb(33, 37, 41); font-size: 13px; font-family: "Proxima Nova", sans-serif;">
Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile). As such, T-Mobile provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated April 21, 2023, regarding the above-referenced account.

T-Mobile regrets any concerns **************** may have experienced and we appreciate the opportunity to respond. A review of Mr. ******* Metro by T-Mobile account number ending in **** does not indicate any recent interactions with our *************. Unfortunately, with the information available, we are unable to discern the specifics of Mr. ******* concerns. Should **************** have any further questions or concerns related to his Metro by T-Mobile service, he must contact our ************* directly by dialing 611 from his Metro by T-Mobile device or by dialing ************.

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

Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST. If you have any questions, please do not hesitate to contact our office at the address listed below or at ************.

Very truly yours,

METRO BY T-MOBILE

*****************************
Executive Response
Customer Answer
Date: 04/28/2023
Complaint: 19966167

I am rejecting this response because: I have two conversation codes with T-mobile associates which are:49b4d3f4-2c26-47a1-a46c-c34459e72ad2 and 5abe6930-6fe4-4803-9541-fa3f9f2cc3e2

T-mobile corporate offices has contacted me in the past and I have asked these people in an email to contact me regarding this issue they refuse.

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

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

******************************************************************** ( BTW ******************** has told me that she is Mr. ********* employee or under her regime ) and ******************** has told me that she has block ******************** from contacting me.

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

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

and countless others.

Their claim of not having records or anything regarding this is FALSE

Sincerely,

*******************
Customer Answer
Date: 05/03/2023
I was very close in making a purchase - I was in contact with a **** from PA.

He called me twice and on the last call he promised to call me the very next day to finish up the purchase I have tried to stick with one individual - I have called t-MOBILE - TEXTED THEM CHATTED WITH THEM MANAGERS HAVE SAID **** would call back but he never does. **** needs to call me to the office of the president for customer escalations with in ****** needs to call me directly at ************ and ask for jay
Business Response
Date: 05/12/2023
May 12, 2023

FILED ELECTRONICALLY

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

Re: *******************
Your File No. 19966167

To Whom It May Concern:

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

T-Mobile regrets any concerns **************** has experienced. We appreciate the opportunity to respond. A review of Mr. ******* Metro by T-Mobile account does not indicate any recent interactions with our *************. However, we are currently working to obtain the transcripts associated with the conversation **************** indicates having with a T-Mobile chat agent. Our office recommends that **************** review T-Mobiles website at ********************************************* to review our current offer requirements. It should be noted, as **************** is a current Metro by T-Mobile customer, offers requiring a port-in from an eligible carrier will not apply.

Additionally, **************** may visit a T-Mobile retail location for further assistance. T-Mobile retail store locations can be found at *****************************************************************;

Should **************** have any further questions or concerns related to his Metro by T-Mobile service, he must contact our ************* directly by dialing 611 from his Metro by T-Mobile device or by dialing ************.

T-Mobile regret any inconvenience to ***************************

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

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

Very truly yours,

T-MOBILE USA, INC.

*****************************
Executive Response
Customer Answer
Date: 05/12/2023
Complaint: 19966167

I am rejecting this response because:

Sincerely,

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

This response that I have not contacted the t-mobile offices in response to this issue by *** ***************************** is false calm on his part. And here is the evidence to prove it. I have ******* him - ***************************** - *************************** ( all supposed executive assistants ) see below all the correspondences below.
******, *************;<********************************************************>
To:'******************'

Thu, Jul 1, 2021 at 11:33 AM
Hello ***,
Thank you for contacting me, my contact information is below.

*****************************
Sr. Specialist Executive Response
Direct **************|  ************************************************
MetrobyT-Mobile.com | Follow Metro on Twitter, Facebook and Instagram

ONCE AGAIN A DIFFERENT EMPLOYEE FAILED TO CALL ME WHEN PROMISED SEE BELOW2
Yahoo/Sent

******************;<******************>
To:*****************************,*****************************,***************************************,***********,*****************************,*******************************,***********************,********************* ****************** [CK],*************************************************** *******************************************************************,*********************,**********************

Thu, Apr 20 at 11:58 AM

**** from ************ was chatting with me on the below conversation code he provided.
He called me two days ago we spoke and he promised to call me at 10 am on April 19th 2023. He did not call at 10 am but did call later. Yesterday on the 19th we spoke about a number of things prices for iPhone, the monthly fees and when purchasing the I-phone he said there would be a credit check - he could not verify if this was a software check or a hard check on my credit score. We were on the phone for over 2 hours on April 19th.

ONCE AGAIN HE PROMISED TO CALL ME TODAY APRIL 20TH 2023 BETWEEN 10 AM - 11AM EST HE HAS NOT CALLED ME. ITS NOW 11:58 AND I HAVE SERIOUS CANCER DR. ************ TO GO TO TODAY HE NEEDS CALL ME ASAP AT ************

HERE IS WHAT THE **** LINE SAID AND THE ***** **** THAT HE SAID WOULD LINK HIM TO THE CONVERSATIONS

convo code is 49b4d3f4-2c26-47a1-a46c-c34459e72ad2

Me - 3:47 PM

Hi there! T-Mobile's Virtual Assistant here! ??

Lets work on your request.

** order to help get you to the right place, please tell me if youre currently a T-Mobile or Sprint customer, now part of **********************.
Yes, I am a customer! I'm not a customer yet
********************** - 3:48 PM
I'm not a customer yet
Read

Me - 3:48 PM

Thanks for messaging **. Ill connect you with one of our live Sales Representatives theyll be right with you! T-Mobile may store this message. Learn more at t-mo.co/Privacy .
T-Mobile - 3:48 PM

Hello, thank you for chatting into T-Mobile, my name is ****, and Ill
be happy to help you out today! Who do I have the pleasure of speaking
with?
**** - 3:48 PM
WHERE ARE YOU LOCATED
Read

Me - 3:49 PM

Iam located in *********** Nice to meet you , how are you doing today?
**** - 3:49 PM
BISY

BUSY

MONDAYS
Read

Me - 3:50 PM

How can I assist you today?
**** - 3:50 PM
I SEEN A PROMOTION FOR SWITCHING TO T-MOBILE AND YOU GET ONE YEAR OF PARAMOUNT FOR FREE
Read

Me - 3:51 PM

You can also get ******* included for the Magenta *** plan :)
**** - 3:52 PM
NOT INTERTESTED ** THAT

UNLESS ITS FREE
Read

Me - 3:52 PM

Its free its included in the Magenta *** plan
**** - 3:53 PM
MEANING I DONT HAVE TO ADDD EXTRA $$$$

NOTHING IS FREE

THERE IS ALWAYS A CATCH

IF I WERE TO SWITCH FROM MY CURRENT CARRIER ( WHOM WILL REMAIN NAMELESS AT THIS POINT) WHAT IS JUST YOUR CHEAPEST PLAN PER MONTH JUST TO TAKE MY CARRIER SERVICE TO YOUR CARRIER SERVICE
Read

Me - 3:54 PM

Are you by any chance 55 or over, a veteran/active military, or a first
responder?
**** - 3:55 PM
NOPE
Read

Me - 3:56 PM

For t-mobiles entry level plan it would be 1 line: $60 w/ AutoPay / $65 Regular

When i checked on The parmount plus offer it looks to be expired.. But ******* on the Magenta *** plan is still available.. It also has AAA for 1 year included
**** - 3:59 PM
AND IF I WAS TO PURCHASE A ***** WOULD THAT MONTHLY FEE GO DOWN?
Read

Me - 3:59 PM

No it would include the installment plan or if you paid device up front then plan cost would stay the same.. Plan cost would only decrease if there was more then 1 line
**** - 4:01 PM
THIS INFO WAS GIVEN TO ME A WHILE AGO

Our most economical service available will be Essentials 55+ that is available for as low as $40 w/ AutoPay / $45 Regular + tax. This includes, unlimited calls, text and data.
Read

Me - 4:01 PM

Thats if your over 55 thats the same plan i quoted above just without the 55+ discount
**** - 4:02 PM
I AM 61 AND DISABLED

So a ****** offered me a 400 trade in value for my device
Read

Me - 4:04 PM

1 line: $40 w/ AutoPay / $45 Regular
for that plan and what kind of device is it?
**** - 4:05 PM
Alright! For the iPhone 7 Plus, this will qualify for $400 off via monthly credit.
that is per *****
Read

Me - 4:05 PM

What was the device you wanted to trade the 7 in towards?
**** - 4:06 PM

Trade in promotions change frequently I can do my best to see what promos are available to you
**** - 4:08 PM
hold please

T-Mobile - 3:47 PM

Hi there! T-Mobile's Virtual Assistant here! ??
T-Mobile - 3:47 PM

Lets work on your request.
T-Mobile - 3:48 PM

** order to help get you to the right place, please tell me if youre currently a T-Mobile or Sprint customer, now part of **********************.
Yes, I am a customer! I'm not a customer yet
Me - 3:48 PM
I'm not a customer yet
Read

********************** - 3:48 PM

Thanks for messaging **. Ill connect you with one of our live Sales Representatives theyll be right with you! T-Mobile may store this message. Learn more at t-mo.co/Privacy .
*********;- 3:48 PM

Hello, thank you for chatting into T-Mobile, my name is ****, and Ill
be happy to help you out today! Who do I have the pleasure of speaking
with?
Me - 3:49 PM
WHERE ARE YOU LOCATED
Read

Gary - 3:49 PM

Iam located in pensylvania Nice to meet you , how are you doing today?
Me - 3:50 PM
BISY
Read

Me - 3:50 PM
BUSY
Read

Me - 3:50 PM
MONDAYS
Read

Gary - 3:50 PM

How can I assist you today?
Me - 3:51 PM
I SEEN A PROMOTION FOR SWITCHING TO T-MOBILE AND YOU GET ONE YEAR OF PARAMOUNT FOR FREE
Read

Gary - 3:52 PM

You can also get ******* included for the Magenta *** plan :)
Me - 3:52 PM
NOT INTERTESTED ** THAT
Read

Me - 3:52 PM
UNLESS ITS FREE
Read

Gary - 3:53 PM

Its free its included in the Magenta *** plan
Me - 3:53 PM
MEANING I DONT HAVE TO ADDD EXTRA $$$$
Read

Me - 3:53 PM
NOTHING IS FREE
Read

Me - 3:53 PM
THERE IS ALWAYS A CATCH
Read

Me - 3:54 PM
IF I WERE TO SWITCH FROM MY CURRENT CARRIER ( WHOM WILL REMAIN NAMELESS AT THIS POINT) WHAT IS JUST YOUR CHEAPEST PLAN PER MONTH JUST TO TAKE MY CARRIER SERVICE TO YOUR CARRIER SERVICE
Read

Gary - 3:55 PM

Are you by any chance 55 or over, a veteran/active military, or a first
responder?
Me - 3:56 PM
NOPE
Read

Gary - 3:57 PM

For t-mobiles entry level plan it would be 1 line: $60 w/ AutoPay / $65 Regular
Gary - 3:59 PM

When i checked on The parmount plus offer it looks to be expired.. But ******* on the Magenta *** plan is still available.. It also has AAA for 1 year included
Me - 3:59 PM
AND IF I WAS TO PURCHASE A ***** WOULD THAT MONTHLY FEE GO DOWN?
Read

*********;- 4:01 PM

No it would include the installment plan or if you paid device up front then plan cost would stay the same.. Plan cost would only decrease if there was more then 1 line
Me - 4:01 PM
THIS INFO WAS GIVEN TO ME A WHILE AGO
Read

Me - 4:01 PM
Our most economical service available will be Essentials 55+ that is available for as low as $40 w/ AutoPay / $45 Regular + tax. This includes, unlimited calls, text and data.
Read

*********;- 4:02 PM

Thats if your over 55 thats the same plan i quoted above just without the 55+ discount
Me - 4:04 PM
I AM 61 AND DISABLED
Read

Me - 4:04 PM
So a ****** offered me a 400 trade in value for my device
Read

*********;- 4:06 PM

What was the device you wanted to trade the 7 in towards?
hold please
Read

Me - 4:09 PM

Iam here :)
**** - 4:09 PM
hold please
Read

Me - 4:10 PM

??
**** - 4:10 PM
so potentially yes I would possibly trade in my device - as ***** had offered of ****** but due to my health conditions of being a stage 4 heard and neck cancer patient I can not go to a store this all has to be done on line
Read

Me - 4:13 PM

If we process a trade you can use the box your new device arrives in to ship back the trade in
**** - 4:14 PM
is there any higher value you could offer for my phone
Read

Me - 4:15 PM

Its a iphone 7?

whats the carrier for the iphone 7?
**** - 4:16 PM
plus - gold been in a otter case all its life not a scratch on it

meaning 1 phone 7 plus
Read

Me - 4:16 PM

Was it verizon,att?

checking what the trade in value is currently

How long ago was that trade in offer for the 7plus gold?
**** - 4:19 PM
it was originally an at&t phone but I had to switch to a lower cost monthly plan ( sort of like pure talks monthly rate of *****. a month - but I am not with PURE TALK)

3/23/23
Read

Me - 4:19 PM

128 gig?
**** - 4:20 PM
YES
Read

Me - 4:20 PM

what device did you want to trade in for?
**** - 4:20 PM
I can unlock it easy

I ***** 14 OR I ***** 14 PRO - BASE TO MIDDLE MODEL

So I need a break down of monthly costs between a base model and a middle model apple I ***** 14
Read

Me - 4:22 PM

Bear with me I think the promo for the $400 trade credits is not available anymore.. still checking

ok i can still get that offer
**** - 4:26 PM
IT WAS NOT A PROMO FYI ----- CAN YOU DO ANY BETTER ON THE TRADE IN PLEASE CHACK

CHECK
Read

Me - 4:27 PM

iphone 14 pro $41.67 mo x 24 mo -$16.87 trade =$24.80 mo x24 mo for Iphone 14 pro
**** - 4:29 PM
im loosing you on that last reply. let me explain

I need the MONTHLY COST. Meaning

NEW ***** COST PER MONTH WITH THE SENIOR PLAN( AFTER TRADE **) = XYZ ....PLAN COST = TOTAL

SO THE PLAN IS 40 A MONTH

ADD THE ***** COST PER MONTH AFTER TRADE IT
Read

Me - 4:34 PM

That msg above would be the monthly cost for the Iphone 14 pro per month Then adding the Essentials plan of $40 month with autopay so $40plan+ $24.80 Iphone 14 pro+ Taxes so $64.80 plus taxes...
**** - 4:34 PM
IS THAT THE BASE MODEL

OR THE MIDDLE MODLE
Read

Me - 4:35 PM

I can take 2 bill cycles for the trade in credits to start.. That was the mid model
**** - 4:35 PM
I AM NOT FOLLOWING YOU

WHAT DO YOU MENA

MEAN?

WHAT I NEED IS A BREAK DOWN OF THE BASE MODELALSO

SO I CAN COMPARE THE COST

I MIGHT NOT NEED THE MID LEVEL
Read

Me - 4:37 PM

So when you get your new phone we haven't received your trade in yet so the first bill would have the full device installment price
**** - 4:37 PM
When you get my trade in phone would I be credited back that extra $$$ that was paid?
Read

Me - 4:38 PM

Actually the pro is more upper device..the Iphone 14 plus would be about $3 cheaper and the regular Iphone 14 about $4 cheaper then the plus per mo

and yes you would get the catch up credit
**** - 4:40 PM
ok so as I understand it t-mobile would charge me ( what amount ) until you get my trade it

in

for two months correct?
Read

Me - 4:44 PM

yes anywhere between $34.59 for the 14 to $41.67 for the 14 pro
**** - 4:45 PM
hold please

can you provide me with a conversation code as it relates to this conversation and can you also email me the contents of what we are talking about? I need to digest all of this as its very confusing to some degree and I MIGHT NEED TO PICK BACK UP WITH ANOTHER AGENT LATER OR IN A FEW DAY ( SORRY CAP LOCK WAS ON )
Read

Me - 4:47 PM

It will ask you if you want a transcript emailed to you when we close chat.. input your e-mail adress and it will send you a copy
**** - 4:49 PM
I JUST NEED A MINUTE PLEASE TO THINK THIS THROUGH HOLD PLEASE
Read

Me - 4:50 PM

convo code is 49b4d3f4-2c26-47a1-a46c-c34459e72ad2

ok
**** - 4:50 PM
OK IM BACK
Read

Me - 4:51 PM

Welcome back. I would recommend, as well as this conversation, building a cart through t-mobile.com so that you can see all the promos, prices and offers yourself as they are constantly changing.
**** - 4:53 PM
hey **** is this the same ********** was chatting with?
Read

Me - 4:54 PM

yes
**** - 4:54 PM
great I just needed a break thanks for understanding
Read

Me - 4:55 PM

Would you like me to give you a call tomorrow?
**** - 4:56 PM
I can talk right now -

I have 40 mins to spare
Read

Me - 4:57 PM

can i have your number and who iam asking to speak with :)
**** - 4:57 PM
************ ***
Read

Me - 4:57 PM

thank you.. calling now ***
**** - 4:58 PM
waiting....
Read

Me - 4:58 PM

??
**** - 4:58 PM

******************;<******************>
To:*****************************,*****************************,***************************************,***********,************************** 8 more...

Sat, Apr 22 at 12:44 PM

SO AGAIN NOW AFTER 50 OF YOUR **** AGENTS SAID IT WA NOT POSSIBLE TO LOCATE **** ** ************ ONE INDIVIDUAL - ****** SAID HE WAS A SUPERVISOR AND HE SAID HE WOULD CONTACT **** THROUGH THE **** WHEN 50 OTHERS WOULD NOT EVEN TRY. THEN I ASKED FOR A ***** **** HE REUSED TO DO SO AND ENDED THE ****. THEN I TRIED AGAIN AND SPOKE WITH AN *********************** WAS ANOTHER SUPERVISOR. HE SAID THE SAME THING ABOUT REACHING OUT TO **** AND HAVING ************* ME. I ASKED FOR A ***** **** HE PROVIDED THIS **** AS REFERENCE TO OUR CONVERSATION

5abe6930-6fe4-4803-9541-fa3f9f2cc3e2
here is the covo id- Then I asked how he could provide a code and read into the first code above when ****** said he was not allowed to do so. He said look we are justifying to keep our jobs and I had to ask my manager if I could send you a code. They said yes he provided er with that code in this thread as referenace to our conversation that He will contact **** and have **** call me. I asked to speak to the person that provided him with the permission to provide a professional response and the code. He said they do not take chats So all of this will be going to ***************************** and *************************** at the corporate offices of the president to let them know how T-mobile EPERTS AND AGENTS TREAT CUSTOMERS ITS PATHETIC

YOUR WELCOME TO CONTACT ME FOR DISCUSSION
********;
************

Show original message
Business Response
Date: 05/19/2023
May 19, 2023

FILED ELECTRONICALLY

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

            Re:     *******************
                        Your File No. 19966167

To Whom It May ****************** style="color: rgb(33, 37, 41); font-size: 13px; font-family: "Proxima Nova", sans-serif;">
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated May 16, 2023, regarding the above-referenced account.

T-Mobile regrets Mr. ******* continued concerns and we appreciate the opportunity to respond. A review of Mr. ******* Metro by T-Mobile account does not reflect any recent interactions with our ************* agents via our online chat option. In regard to Mr. ******* request to speak to a specific T-Mobile ************* agent that he may have worked with previously, we must respectfully decline this request as our representatives work with customers based on the order they contact **. Additionally, our chat records are considered proprietary to T-Mobile and are unable to be provided without a lawful court-ordered subpoena. We regret any inconvenience this may cause ***************************

**************** may contact our T-Mobile ************* department via Chat by visiting our website at www.T-Mobile.com or by calling our ************* department at **************. Additionally, **************** may visit a T-Mobile retail location for further assistance. T-Mobile retail store locations can be found at *****************************************************.

Should **************** have any further questions or concerns related to his Metro by T-Mobile service, he may contact our ************* directly by dialing 611 from his Metro by T-Mobile device or by dialing ************. 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: 05/23/2023
No how funny is that ************************* the person that wrote this response is a lair.
He inadvertently called my number this past week May 2023. As soon as he heard my voice he said I am sorry I Dailed the wrong number - I politely asked him to not disconnect the call so we can have a conversation. He agreed to continue the conversation in where he, himself said that he knows everything about my case and trying to reach a specific customer agent. **************** would not and would not cooperate with any kind of answers to my issues at hand so He is a Lair just like the rest of them at T-mobile
Complaint: 19966167

I am rejecting this response because:

Sincerely,

*******************
Initial Complaint
Date:03/07/2023
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.
We opened a new line and traded an old phone in with T-Mobile. In monthly increments, we were promised an ($30/mo) $800 total credit towards our trade and T-Mobile secretly revoked it without our knowledge, breaking our signed contract. We received no notification that they broke the deal and our account still reflects the monthly price we should be charged and credited. However, our credit card statements show that they have not been charging us accordingly to the agreed monthly credit on our contract. Upon reaching out to T-Mobile multiple times to get this resolved, they provided no assistance with resolving this claim and only offered us an amount far below what we were originally promised. We also ensured our Find My iPhone was also disabled for the phone that was traded in since T-Mobile claims it is still enabled. Please assist us in resolving this issue.
Business Response
Date: 03/20/2023

March 20, 2023

FILED ELECTRONICALLY

Better Business Bureau
12639 **************., Ste. 200
*****, ** *****

Re: ***************************
T-Mobile Account Holder: *************************
Your File No 19551874
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated March 7, 2023, regarding the above-referenced account. Please be advised T-Mobile records indicate the account holder of record is *************************, and he has designated *************************** as an authorized user of the account. Please be advised we have made attempts to contact ****************, which have proven unsuccessful. As such, T-Mobile will make every effort to address **************** concerns within this letter.

T-Mobile regrets **************** billing concerns, and we appreciate the opportunity to address this matter. Records reflect on October 13, 2022, **************** activated four voice line of service and subscribes to our Business Unlimited Ultimate rate plan for $150.00 per month for the first two voice lines and $35.00 per month for each additional line of service. **************** also subscribes to the Protection 360 feature for $18.00 per month, per line for the numbers ending in **** and 8160. Please be advised **************** receives 20% off his rate plan cost as part of the Insider Discount.

Additionally, **************** has a Mobile Internet line ending in **** and subscribes to our T4B Plan ONE Tablet rate plan for $65.00 per month. The line ending in **** receives a Mobile Internet discount of $40.00 per month. **************** also has a wearable line ending in **** and subscribes to the DIGITS Apple Watch @Work rate plan for $15.00 per month. In addition, **************** elected to enroll in our *************** which provides a monthly discount of $5.00 to each line of service.

On October 1, 2022, **************** purchased an Apple iPhone14 Pro 128GB handset using our Equipment Installment Plan (EIP) offering for $999.99. At the time of purchase **************** was not required to remit a down payment; however, he agreed to a series of 24 monthly installments of $41.67.

At the time of the above purchase, **************** traded in an Apple iPhone X 64GB handset with an estimated trade-in value of $85.00 and intended to participate in our 2022 Apple Trade P32 offer, which provided up to $800.00 off via a onetime trade in credit and Recurring Device Credits. T-Mobile records reflect that the November 23, 2022, the 2022 Apple Trade P32 promotion was unenrolled from the line ending in **** due to a trade-in device issue.

Please be advised that we would like to speak to **************** to address his concerns and to assist with an amicable resolution. We ask that he contact us at the number listed below by April 15, 2023. T-Mobile regrets any inconvenience to *****************

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

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

Very truly yours,

T-MOBILE USA, INC.

*******************
Executive Response
Initial Complaint
Date:03/07/2023
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After significant research, our family switched our cell phone service (2 phones) provider from ******* to T-Mobile on 22 Sept 2022. This was an in store transaction at the Burlington T-Mobile store. A key element of our decision to switch was the sales person's promise of good coverage in the areas we needed it and a promotional offer of two $200 Prepaid Mastercards. Following the switch, we followed the instructions and used the offer code we were given by the sales person and applied for the cards online on that day. Website confirmation of our request we received said we should allow as much as a couple of months for delivery of the cards.When no notification or any communication was received, I stopped in at the same Burlington T-Mobile store in December to ask for an update. The salesperson (different from original) suggested I resubmit the application, so I did so for both phones on 19 Dec 2022. I again received website confirmation (tracking numbers DMYP-4052-3167 and PDYH-****-****) with notice that the process could take a couple of months. Again, there was no further update or communication of any kind from T-Mobile so I reached out to the company by phone on 06 March 2023.This time the service rep said we didn't qualify for the offer. Classic "bait and switch" (or, in this case, "offer and decline"). This is not a fine print offense - this is a bonafide promise from the salesperson at the point of sale that was the determining factor for our switch.Completely ignoring that the service area coverage promised (with a fancy colored map that, supposedly, demonstrated how good the coverage would be at our home and other key spots) was simply not true (we are lucky to get one bar in our home), T-Mobile is not living up to the promise of a $400 rebate made at point of sale and should send us our cards.
Business Response
Date: 03/17/2023
March 17, 2023

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: ***********************;
Your File No. 19551847
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated March 7, 2023, regarding the above-referenced account.

T-Mobile regrets any concerns *************************** *** have regarding our promotional offers and we appreciate the opportunity to respond. We regret any coverage issues *************************** has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that *** interfere with actual service, quality, and availability. T-Mobile has verified the address on *************************** account and based on the coverage map, confirms their account address is in a moderate coverage area with no known issues.

From September 1, 2022, through November 16, 2022, customers could get a $200.00 port-in rebate per line **** $1,000.00, via virtual Prepaid Mastercard) when they activated a new line on a qualifying Magenta *** or equivalent plan and port in an eligible number. This offer was referred to as our 2022 Switch P8 offer.

On September 22, 2022, *************************** activated the account referenced above and ported in two lines of service ending in **** and **** which were subscribed to our Magenta 55+ rate plan for $70.00 a month, including our AutoPay discount.

On September 22, 2022, and December 19, 2022, *************************** completed a submission for our 2022 Switch P8 offer. However, both submissions were declined as the Magenta 55+ rate plan was not a qualifying rate plan for our promotion.

However, in efforts to amicably resolve ***************************** concerns, on March 8, 2023, our office offered a one-time bill credit of $400.00 which was accepted. This bill credit gave the account a credit balance of $330.00 which will be applied towards the future billing statements. 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: 03/17/2023

We have reviewed the response made by T-Mobile in reference to complaint ID ********. We find that the financial incentive element of the complaint has been resolved to our satisfaction. We appreciate the company's timely response. As far as the advertised coverage goes: While we consider this issue "resolved", the fact that actual signal strength at both locations we are principally concerned about (************, ** and *******, **) is much poorer than that promised by T-Mobile at point of sale is very disappointing. I get that the coverage is what the coverage is at this point. We hope there are coverage upgrades in our areas in the near future.

Sincerely,

***************************
Initial Complaint
Date:03/07/2023
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.
Reached out to tmobile customer service, was told they can upgrade my plan to get the upgrade deal. Since I was a few days away from my billing cycle they weren't going help me do it and have the upgrade done with no issues. During this situation I was lied to multiple times and told differently just to be sold devices upon false statements made. Now I got billed $300 from was I was told I'll be paying $180 by tmobile
Business Response
Date: 03/16/2023

March 16, 2023

FILED ELECTRONICALLY

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

            Re:     *************************
                        Your File No. 19551516
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated March 7, 2023,regarding the above-referenced account. Please be advised we have made attempts to contact *************************, which have proven unsuccessful. As such,T-Mobile will make every effort to address ************************** concerns within this letter.

T-Mobile regrets to hear of ************************** concerns and we appreciate the opportunity to respond. T-Mobile records confirm ************************* activated the above account in February 2022 and currently has three lines of voice service ending in 2228, 1705, and 6150.

T-Mobile records reflect ************************* contacted ************* on February 1, ******* inquire about upgrading the handsets on the account to participate in the 2023 ******* Trade P1 promotion. The 2023 ******* Trade P1 offers customers subscribed to a Magenta *** rate plan to purchase an eligible ******* Galaxy series handset with T-Mobiles Equipment Installment Plan (EIP) and trade in their qualifying device to receive up to $1,000.00 off the new equipment purchase. The promotional value would award via a one time credit of the Fair Market Value (FMV) of the traded device, and the remaining value via monthly Recurring Device Credits (RDC).

During the interaction on February 1, 2023, ************* apprised ************************* of the promotional offer terms, and the rate plan was updated to T-Mobiles Magenta *** rate of $150.00 per month for the first two lines and $35.00 per month for the third, to take effect at the end of the current billing cycle on February 5, 2023. The account continued to receive a monthly recurring credit to offset the cost of the third line as part of T-Mobiles 2022 Line On ** P2 promotion, and remained enrolled in AutoPay to receive a $5.00 discount per line of service each month.

Most postpaid T-Mobile accounts are billed by a system known as bill current. This means charges for ************************** rate plan are billed in advance of the service being provided and become due within that billing cycle. In this instance, ************************** billing cycle runs from the 5th of one month through the 4th of the next month, with notice of the monthly recurring service and feature charges available on or around the 4th of the month. Those charges are then due on or around the 25th of the month. If during that billing cycle ************************* had any usage charges or plan changes, the respective charges would be reflected on the next months statement, as obviously we cannot predict those charges in advance.

Accordingly, the billing statement made available on March 4, 2023, reflects a balance due of $131.89 which is comprised of a $150.71 credit balance, $140.06 in new charges for services rendered under the Magenta *** rate plan from March ******, through April 4, 2023, $35.61 in EIP charges, a $7.25 late payment fee,and $99.68 in prorated charges for the cost difference between the previous rate plan and the Magenta *** rate for services rendered from February 5, 2023, through March 4, 2023.

On March 7, 2023,T-Mobile records reflect ************************* contacted ************* in dispute of the balance due, at which time ************* applied a courtesy credit of $80.00 to the account to offset a portion of the prorated service charges. This credit revised the account to reflect a balance due of $51.89.

Our office has thoroughly reviewed ************************** account and the correspondence to your office, and in an effort to reach an amicable resolution to this matter, a courtesy credit of $52.00 was applied to the account, revising the account to reflect a credit balance of $0.11 which will apply to the next billing statement. T-Mobile regrets any inconvenience to *************************.

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

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

Very truly yours,

T-MOBILE ***,INC.

*********************;
Executive Response
Customer Answer
Date: 03/17/2023

Complaint: 19551516

I am rejecting this response because:

Sincerely,

*************************************
Initial Complaint
Date:03/07/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought T Mobile phones at ******* as "Christmas gifts for OTHER people" as per promotion advertised!THEY WERE NEVER ACTIVATED.I have been billed $211.16 for service that was NEVER USED or REQUESTED.An account was opened without my permission ACCT 987570653.Phones still in boxes. They will not take them back ay ******* or T Mobile store!
Business Response
Date: 03/20/2023

March 20, 2023

FILED ELECTRONICALLY

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

Re: *********************
Your File No. 19551331
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated March 7, 2023 regarding the above-referenced account.

T-Mobile regrets any concerns ********************* may have experienced with the afore-referenced account, and we appreciate the opportunity to respond. A review of ********************* T-Mobile account reflects the account was activated on December 31, 2022, with two voice lines of service ending in **** and **** subscribed to our Essentials 55+ rate plan for $45.00 plus tax per month, per line.

T-Mobile records indicate on December 31, 2022, ********************* took advantage of our Equipment Installment Plan (EIP) with the purchase of two Wingtech Revvl V handsets from a ******* Retail Partner. EIP is a payment option that allows eligible customers to purchase handsets by remitting a down payment at the time of purchase, if required, and agreeing to pay the remaining balance in 24 monthly installments. ********************* agreed to a series of ************************** the amount of $1.00 per month per each device.

Our records show that no payment was received for the first billing due date of January 22, 2023. On January 28, 2023, the account was suspended due to continued non-payment, and on February 17, 2023, the account was closed due to prolonged non-payment. On February 20, 2023, ********************* visited a T-Mobile retail location to discuss the billing, and remitted payment for the full balance $211.16.

Please note, this payment was returned unpaid on February 23, 2023, and the $211.16 balance was returned to the account. On March 5, 2023, the remaining EIP charges of $22.00 for each device were billed to the account, increasing the balance to $255.16. On the same date, ********************* account was prorated due to the suspension beginning January 28, 2023, and received a credit of $84.24, reducing the balance to $170.92.

Upon speaking with ********************* on March 7, 2023, we discussed the above information. ********************* advised that they had intended only to purchase the devices without an account activation, and disputed the accumulated service charges. Our records confirmed no usage on either line during the time active, and to resolve ********************* concerns, we applied a one-time credit of $170.92, reducing the account balance to zero. Please note, as this balance included the remaining monthly EIP charges for the Wingtech Revvl V devices, both handsets are now fully paid off, and ********************* does not need to return these handsets. T-Mobile regrets any inconvenience to **********************

Based on the foregoing, we respectfully request that 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:03/07/2023
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 12/28/2022 we went into the ******* store at ********************** Trl. in ******, *******. I was having an issue with my phone. While in the store we asked about the 5g Gateway. The cost, how it worked, etc. The salesperson, #****425, told us of a promotion. We'd pay $35 for the tower and $25.00 a month. We asked how long the price was good for, and were told as long as we kept the gateway. We paid the $37.28 and took the Gateway with us. We set it up and it worked fine. I never received a **** My phone's are on auto pay so I assumed it was too. They shut me off and wanted to charge me over $70 to turn it back on. That's when I realized they were charging me $63 a month. I spoke with ***** who informed me that you had to have a T-Mobile line to get that promo. I have 6 lines that they claim are SPRINT, even though they state "Sprint is now T-Mobile". I was assured me it was all taken care of on 3 different occasions and still it is NOT! Now they want to merge lines.
Business Response
Date: 03/19/2023

March 19, 2023

FILED ELECTRONICALLY

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

            Re:     ***************
                        Sprint Accountholder:*********************
                        Your File No. 19551021
                        Sprint Account No. *********

To Whom It May *********************** now part of T-Mobile (Sprint) is in receipt of your correspondence dated March 7, 2023,regarding the above-referenced account. We regret any inconvenience Mr. *** *** have experienced with his device promotion and billing concerns.   We appreciate the opportunity to respond.

Please be advised ****** takes account security seriously; therefore, to protect our customer's privacy and personal information, Sprint restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed *************** is not the account holder. To provide detailed information about *********************** account, he will need to contact our office and provide the account PIN or the answer to the account security question.

We made multiple attempts to contact Mr. *** at the telephone number and e-mail provided in his inquiry, advising of our receipt of his complaint and our desire to speak with him directly. Regrettably, we have been unable to reach him and have not received a return call from ***************************** have any additional questions or concerns, the account holder of record *** add him to the account by contacting our office at the number below. We regret any inconvenience to Mr. ****

Based on the foregoing, we respectfully request this complaint against Sprint 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,

*************************
Executive Response

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T-Mobile USA, Inc. is NOT a BBB Accredited Business.