Complaints

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

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  T-Mobile USA, Inc.

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  T-Mobile USA, Inc.

  34931 SE Douglas St Snoqualmie, WA 98065-9224

• 

  T-Mobile

  6501 Grape Rd Mishawaka, IN 46545-1007

• 

  T-Mobile USA, Inc.

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

• 

  T-Mobile

  4640 Avenue W Birmingham, AL 35208-4710

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

• Initial Complaint

  Date: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.

  I have a TMobile Billing Dispute that has been completely ignored and disregarded for the past two months,I use WebEx to facillitate meetings with my staff. I have done this for 5 years with no problems. In January 2023, I joined a meeting with ****************, and following the call, I received a notice from Tmobile of a $798 international call. I immediately called Tmobile to dispute the change with no success. For two months, I continued to dispute the charge. It has been impossible to speak to anyone with can make any decisions and to get past the Level I customer support level. Despite countless requests for escalation, I am promised return calls from superivisors that never occur. Since that time, I have well over $120 dollars in account restoration, late payment , service and other junk fees. I am desperate to resolve this issue. This has been by far my worst billing experiences ever. To further complicate matters, Tmobile has a Customer Relations physical mailbox that customers are expected to mail their complaints to in which, they will probably never receive any response. This is just another way to avoid accountability.

  Business Response

  Date: 03/16/2023

  March 16, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     *******************
  Your File No. 19550862
   
  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 file number. 
  
  T-Mobile regrets any concerns ******************* may have regarding their T-Mobile account, and we appreciate the opportunity to respond.  Please be advised that T-Mobile has made attempts to contact ******************* which unfortunately, have proven unsuccessful.  In addition, with the information provided to our office, we were unable to locate an account associated with ******************* personal information.  T-Mobile would like the opportunity to assist in this matter and reach an amicable resolution.  Therefore, ******************* may contact our office directly at the number listed below if they would like to discuss their concerns.  T-Mobile regrets any inconvenience to ******************** 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************. 
  
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  ***********************
  Executive Response
  
  

• Initial Complaint

  Date:03/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was going to a different cell phone company in January 2023 went Into t mobile paid all phones off moved my service of 3 phones to new company . I had to other devices that got turned off .I should have owed January bill and been done with t mobile.Then in Febuary I get charged for $84.45 so I go into store spoke with a gentlemen and we called customer service where I was told I was gonna get a refund for $84.45. Which I did not get so I called customer service on March 3rd was told ***** seen where it was put in and she re enter it again and promised I would have my refund in 3 days .On March 7th I see on my account where they charged me again for $90.00 this time . I call customer service again and spoke with ********* says I am not getting all my money refunded just parcel. I was not with t mobile and do not think I owe them these to payments. I want my whole refund returned of the $84.45 and the $90.00.

  Business Response

  Date: 03/14/2023

  March 14, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****, ** *****
  
              Re:       *********************
                          T-Mobile Account Holder: *******************
                          Your File No. 19550631
                          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.  The account holder of record is ******************* and ********************* has been designated as an authorized user.  ********************** has confirmed that ********************* and ********************* are one and the same.
  
  T-Mobile regrets any concerns ******************* may have experienced regarding the account billing and cancellation.  T-Mobile records confirm, from March *******, ******************* subscribed to T-Mobile voice service on four lines ending ****, ****, ****, and **** and mobile internet service on a line ending ****.  The account subscribed to the T-Mobile Essentials rate plan which is billed at $100.00 for two lines and $20.00 for each additional line with tax and fees excluded.  As ******************* agreed to the Autopay feature allowing T-Mobile to collect payment for the monthly bill automatically from their checking account, the account received a $5.00 per line monthly bill reduction.  The account also qualified for the 2020 Essentials Line on Us 4 promotion receiving a $15.00 monthly bill reduction and the 2021 Line P4 promotion receiving a $7.50 monthly bill reduction.  The mobile internet line ending **** subscribed to the ********************** rate plan for $65.00 a month with tax and fees excluded and received a $45.00 Mobile Internet discount. ******************* also subscribed to the optional Protection 360 Tier 2 feature on the line ending **** for $9.00 and Protection 360 Tier 5 on the line ending **** for $18.00 a month.  ******************* qualified for and took advantage of our Equipment Installment Plan (EIP), a review of the devices purchased follows:
  
  On February 20, 2021, ******************* purchased three ** Stylo 6 64GB handsets and a ******* Galaxy Tab A 32GB tablet on EIP.While no down payment was required, ******************* remitted a payment for the sales tax of the full retail value of the devices and agreed to 24 monthly installments of $42.50.The purchase qualified for the 2021 Smartphone Activate P1 and 2020 ******* Tablet P15 promotions wherein the account would receive 24 Recurring Device Credits (RDC) of $42.50;
  On August 12, 2021, ******************* leased an Apple iPhone 12 Pro 128GB handset on our JUMP! On Demand lease program by remitting a capital reduction payment of $249.99 and agreeing to 18 monthly payments of $28.00 and a Purchase Option Price (POP) of $246.00;
  On May 23, 2022, ******************* purchased a OnePlus Nord N200 handset on EIP by remitting a payment for the sales tax and agreeing to 24 monthly installments of $9.00.The purchase qualified for the 2022 OnePlus Trade P5 promotion wherein the account would receive 24 RDC of $8.59 as long as it qualified.
  
  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.  For instance, the billing cycle runs from the 21st of one month through the 20th of the next month.  In this case, notice of the monthly recurring service and feature charges is available on or around the 21st of the month, and those charges are then due on or around the 13th.  The account billing statement dated December 20,2022, reflected a balance of $179.40 due by January 13, 2023.  The balance included the rate plan for service from December 21, 2022, through January 20, 2023, EIP, and applicable tax and fees.  On January 6, 2023, ******************* transferred service on the lines ending 3267, ****, and **** to another carrier.  This transfer was initiated by *************** new carrier and T-Mobiles only action was to cancel the lines when requested by the new service provider.  As the lines ending **** and **** remained active, billing continued as normal.  On January 11, 2023, ******************* remitted a payment of $179.40 through Autopay bringing the account balance to zero. 
  
  The account billing statement dated January 20, 2023, reflected a balance of $84.78 due by February 13,2023.  The balance included the rate plan for service from January 21, 2023, through February 20, 2023, RDC, and applicable tax and fees.  On February *******, ******************* remitted a payment of $84.78 through AutoPay bringing the account balance to zero.  On February 25, 2023, ******************* called in to Care to cancel the remaining lines ending **** and **** and the account and requested a refund for the $84.78 payment remitted on February 11, 2023.  Regrettably,as the charges were considered valid, the refund was declined.  On March 4, 2023, ******************* called in to Care to discuss the account billing and a refund for $84.78 was issued to the original payment method used on February 11, 2023. 
  
  On March 8, 2023, our office spoke with ********************* who confirmed the refund issued on March 4, 2023, had been received.  Additionally, ********************* confirmed that the $90.00 payment mentioned in this filing was not associated with this account.  At that time, ********************* had no additional questions or concerns.  At the time of this response, the account remains cancelled with a zero balance.  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 USA, INC.
  
  
  ***********************
  Executive Response
  
  

  Customer Answer

  Date: 03/14/2023

   
  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: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.

  To whom it may concern:I've reached out to T-Mobile regarding this problem every month since Dec 2022. Every time I called, I was promised the issue will be fixed the following month but it's still not fixed as of Mar 2023. The missing ************************************************** my account, it is for the line ending in **** in the amount of $28.34 for 11 more months remaining.We did an early EIP pay-off to take advantage of the trade-in promotion in Nov 2022. We were informed that we'll continue to receive the 2021 credits. It does show as such under My Promotions in my account (screenshot #1), however, only one of the 2021 credit is showing up on my bill. I called customer service again today and the representative was not helpful, she insisted that there should never be two promotions under each line and basically threaten me that if I want to have the issue looked at, I can possibly lose the other 2021 credit in the amount of $10.42 that is actually showing up correctly. The representative kept telling me that I'm getting the credit because it's shown in my account (under My Promotions), but if the credit is not on my bill, how am I getting it?? I just don't understand how did other representatives I talked to in prior months saw the problem, promised that it'll be fixed although still not fixed. While the representative I talked to today simply told me that there's nothing wrong with the promotions given and I possibly wouldn't even get the $10.42 promotion credit if I insisted on having it looked at. It is a very frustrating and unpleasant experience for a loyal T-Mobile customer, I'm demanding to have my remaining credit of $311.74 ($28.34 x 11 months remaining) credited to my account.Thanks in advance for your attention to this frustrating matter.***************

  Business Response

  Date: 03/20/2023

   
  
  March 20, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     ***************
  Your File No. 19550596
  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 concern *************** may have regarding the account and we appreciate the opportunity to respond. T-Mobile records indicate on October 5, 2021, *************** took advantage of our Equipment Installment Plan (EIP) with the purchase of an Apple iPhone 11, for the mobile number ending in ****. A down payment was not required; however, *************** agreed to a series of 24 monthly installments of $20.84. *************** qualified for the 2021 Apple Activate P2 promotion, where for a limited time in all markets, customers could get up to 50% off **** $300.00 off) the iPhone 11, iPhone 11 Pro, iPhone 11 Pro *** or iPhone 12 mini (via 24 monthly Recurring Device Credits [RDC]) when they purchased it on EIP and activate a new voice line on a qualifying rate plan. Thus, the Apple iPhone 11 was set to receive 24 RDC of $10.42. 
  
  On October 21, 2021, *************** purchased an Apple iPhone 12 with our EIP program, for the mobile number ending in ****. A down payment of $149.99 was required and *************** agreed to a series of 24 monthly installments of $34.59. In addition, *************** qualified for the 2021 Apple Trade P27 promotion, where customers could get a new Apple iPhone 12 on us, or up to $830.00 off a new Apple iPhone 12 Pro, iPhone 12 Pro ***, iPhone 12 mini, iPhone SE (2020), iPhone 11, iPhone 11 Pro, or iPhone 11 Pro *** (via one-time trade-in credit and 24 monthly RDC) when they purchased it on EIP on a One Plus, Magenta Plus, or Magenta *** rate plan and trade in a qualifying phone with tax on pre-credit price due at sale. Thus, the Apple iPhone 12 was set to receive 24 RDC of $28.34. Please be advised, this promotion cannot be combined with other RDC offers on the same line.
  
  T-Mobile records indicate on November 21, 2022, *************** paid off early the Apple iPhone 11 and the Apple iPhone 12. In addition, on November 21, 2022, *************** purchased three Apple iPhone 14 handsets, for the lines ending in ****, **** and ****. *************** was not required to remit a down payment and agreed to a series of 24 monthly installments of $33.34 for each Apple iPhone 14 handset. 
  
  Please be advised, between November 17, 2022, and November 30, 2022, T-Mobile offered the 2022 Apple Trade P40 promotion, where customers could receive up to $1,000.00 off the Apple iPhone 14, iPhone 14 Plus, iPhone 14 Pro, or iPhone 14 Pro ***, iPhone 13, iPhone 13 Pro, iPhone 13 Pro ***, or iPhone 13 mini **** ******** $1,000.00 via one-time trade-in credit and RDC) when they purchase it on EIP, trade-in a qualifying phone, and have a Magenta *** or equivalent plan. 
  
  The account qualified for the 2022 Apple Trade P40 promotion as *************** traded-in an Apple iPhone 11, for the Apple iPhone 14 associated with the line ending in ****, for a trade-in credit of $100.00 and 24 RDC of $29.17. In addition, *************** traded-in two Apple iPhone 12 devices, for the Apple iPhone 14 handsets associated with the lines ending in **** and ****, for a trade-in credit of $175.00 each, and 24 RDC of $26.05 each. 
  
  Regrettably, as the 2021 Apple Trade P27 promotion, enrolled on the mobile number ending in ****, is not combinable with other RDC offers on the same line, the promotional RDCs of $28.34 stopped and on November 2, 2022, T-Mobile issued the last promotional RDC credit. 
  
  Furthermore, to amicably resolve this matter on March 20, 2023, T-Mobile issued an account credit of $311.74, for 11 2021 Apple Trade P27 promotional RDCs of $28.34. This credit updated the account with a credit balance of $258.45. 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: 03/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  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.

  TMobile is actively cutting service for users for the past several months. Cellular signal is not reliable and they are putting people at risk by withholding services to paying customers. Ive been with customer support trying everything to get service started again but it still drops every hour. This is unacceptable as I use public commuting and it is essential to have connections to directions and my work. I cannot send a message without having to constantly babysit my device. It is making my job hard because I do not get the texts from my colleagues while ** in my office building. Theres no signal anywhere in my metropolitan area anymore. It wasnt always like this and customer service refuses to acknowledge that there is an issue. They need to refund people for all of these issues because its not cutting off a little bit. The cell signal isnt working for hours out of the day. I cannot even make a single phone call with the call dropping at least 3 times before connecting.

  Business Response

  Date: 03/16/2023

   
  March 16, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****, ** *****
  
  Re:*********************
  Your File No. 19550480
  
  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 file number.  
  
  T Mobile regrets to hear of *********************** concerns regarding their service experience.  Regrettably, our office was unable to locate a T Mobile account with the provided information.  Please be advised we have made attempts to contact *********************, which have proven unsuccessful.  
  
  Upon review of the mobile number ending in ****, T Mobile has confirmed this number is with Mint Mobile and therefore ********************* may be a Mint Mobile customer.  *********************** is a ********************** Virtual Network Operator (MVNO) of T Mobile.  Although Mint Mobile utilizes our wireless telephone and data spectrum, the ******************************* and brand operates independently from T Mobile, including maintaining its own subscriber base and customer billing.  As such, we recommend ********************* contact Mint Mobile at ************** for further assistance with their concerns.  We respectfully request you forward this correspondence to Mint Mobile for further investigation and response.   
  
  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: 03/16/2023

   
  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.

  My Tmobile p#************ Account holder ***************************** I am authorized on the account On Jan 30 I called Tmobile to use the Jump program to upgrade 3 lines from IPhone 13 to IPhone 14 I have done this same process for the last 6 years I was told I have to pay $49.99 for each upgrade The rep did not seem to know what she was doing she explained I can bill the $49.99 to my account instead of paying up front we did the upgrade for 2 lines she told me she needed approval for the 3rd line after being on the phone for over an hour I call back later did the upgrade for my 3rd line paid the $49.99 plus tax and received all 3 phones Got my next bill Tmobile billed me $749 for down payment on 1 of my lines I never agreed or authorized this I called on 3/3 spoke to rep who transferred me to manager **** who told me they would review the call and call me back I got 2 voicemail from **** on Friday 3/3 on the last voicemail she advised there would be an adjustment she would call me back to go over the adjustment I call Tmobile back on Monday 3/6 was told manager would call me back Got a call from Mark operator ID ****** Who could not answer my valid questions but claims I am now responsible for the $724 down payment charged to me account I DID NOT AGREE OR AUTHORIZE A DOWN PAYMENT TO BE BILLED TO MY ACCOUT THIS IS SCAM AND FRAUD I HAVE BEEN A CUSTOMER FOR OVER 6 YEARS

  Business Response

  Date: 03/17/2023

   
  
  March 17, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     ***********************
  T-Mobile Account Holder: *****************************
  Your File No. 19550305
  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 ***************************** and they designated *********************** as an authorized user of the account.  
  
  T-Mobile regrets any concerns *********************** may have experienced regarding the above-referenced account, and we appreciate the opportunity to respond to this matter.  *********************** currently has five voice lines ending in ****, ****, ****, ****, and **** subscribes to T-Mobiles One Plan @Work plan for $130.00 per month for the first two voice lines and $25.00 for each additional line of service.  *********************** also subscribes to the optional Protection 360 feature for $18.00 per month for the lines ending in ****, **** and ****.  Furthermore, *********************** subscribes to the Protection 360 feature for $9.00 per month for the line ending in 0599.
  
  On January 30, 2023, *********************** took advantage of our Equipment Installment Plan (EIP) offering with the purchase of an Apple iPhone 14 128GB handset for $799.99.  At the time of purchase *********************** was required to remit a down payment of $49.99 and agreed to a series of 24 monthly installments of $31.25 for the line ending in ****.
  
  Additionally, on January 31, 2023, *********************** took advantage of our EIP offering with the purchase of an Apple iPhone 14 128GB handset for $799.99.  At the time of purchase *********************** was required to remit a down payment of $49.99 and agreed to a series of 24 monthly installments of $31.25 for the line ending in ****.
  
  Finally, on January 31, 2023, *********************** took advantage of our EIP offering with the purchase of an Apple iPhone 14 128GB handset for $799.99.  At the time of purchase *********************** was required to remit a down payment of $555.74.  Additionally, *********************** agreed to a series of 23 monthly installments of $10.18 and one final installment of $10.11, for the line ending in ****.
  
  The billing statement dated February 13, 2023, reflected a balance of $1,555.28 that consisted of monthly access recurring charges, equipment charges one-time equipment charges for the afore referenced down payments for two of the handset purchases totaling $605.73 plus taxes totaling $138.00 which were billed to the account.  On February 21, 2023, *********************** remitted a payment of $179.57 bringing the account balance down to $1,375.71.
  
  Between February 28, 2023, and March 3, 2023, $108.75 in adjustments were applied to the account for equipment charges and plan corrections, bringing the account balance down to $1,266.96.
  
  On March 6, 2023, *********************** contacted ************* to dispute the charges billed to the account from the down payments.  *********************** was informed per their signed EIP agreement they agreed to the down payments.  Additionally, *********************** remitted a payment $179.58 bringing the account balance down to $1,087.38. 
  
  Upon speaking to *********************** on March 8, *****, we advised her of the above information.  To amicably resolve ************************* concerns, a one-time account credit was issued in the amount of $300.00 which updated the balance to $787.38.  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:

  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 have been with T-Mobile for 7 years+ and sadly now realizing that customers shouldn't stay loyal to a cellphone company. I am accusing T-Mobile USA, Inc. for false advertisement. The display and advertisement given by T-Mobile was that they offered T-Mobile Internet in 5G unlimited for $50. I purchased the service with the assurance that I would have unlimited data. The first month, no issues, it was perfect. The second month I received a text about 4 days before the end of the month, indicating that I reached 80% of my Data. I mentioned to them that I purchased the $50/Month plan with ****************** They told me to don't worry about the text, that my unlimited service is still in tacked. The third month I received a message 2 weeks before the end of the month stating that I reached 80% of my data. I didn't think anything about it since last month the representative assured me that it didn't mean anything, that my unlimited service is still in tacked. By the last week of that third month I received a text indicating that I was 90% of my data use and if it reached 100% I might be experiencing slow service. I called and told them and they asked me question pertaining to my usage and what I have connected to the Internet, I told them and they mentioned that they will reset my Modem on their end in hopes of "fixing the problem" and they apologized and credited me with 100MB free of charge. They also mentioned that they will look into the problem and also that there isn't any 5G in my area. I told them that I had told them the address where I was going to have the modem and they said "you have a connection, great" and that was all. Finally they ended the conversation telling me that I should disconnect the devises since devices tend to use up data when not in use. The Fourth month I spent about 50% of the month staying over my mothers house to spend time with her, before I left I would disconnect my modem since I was told that data gets used even while the internet is not being used. I then received a text from T-Mobile 2 weeks into the month stating that I have used 80% of my data. I called and told them how is this possible If my modem has been off for half the month yet I'm getting the message around the same time I did last month when I didn't turn it off. T-Mobile told me that they will credit me 100MB. They then told me that there was no unlimited option which id only for certain areas, I don't know why they didn't tell me this to begin with, they told me that if I wanted to pay for a plan with 300Mb since my plan was for 100MB, I told then I NEVER signed up for 100MB the add said unlimited. Even the sales person assured me in person at purchase and on the phone the first couple of months that it was unlimited. What a headache, living far from family during that time with issues with internet service was not fun at all, I danced at the start of the new month knowing that my service will be back on. I eventually moved from that apartment and Month or so after and disconnected my service and made sure T-Mobile understood why, I mentioned to them that they basically lied to me. The last representative I called even asked me what service I was planning on getting, I told them Spectrum cause they're offering 300MB for $24.99. They had the nerve to argue with me stating that they was offering 100GB (gigs) for $50, I told them there isn't a internet company yet offering 100GB. They still tried to convince me to stay, stating that I would then be first in line for their Unlimited 5G for $50 offer once they install 5G towers. So I asked them when will that happened, "they said they don't know", so I told him, "what am I supposed to do just over pay for internet in hopes that you install %G towers in my area so I could reap the benefits for ************** at $50, that's a joke, I'm fine please disconnect my internet service", and at the end still gave me a weird statement as if he didn't understand what I was complaining about. There is no T-Mobile 5G Unlimited plan.Even with T-Mobile internet the data given is not consistent.

  Business Response

  Date: 03/20/2023

   
  
  March 20, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     ***************************
  Your File No. 19550294
  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 regarding the above-referenced account, and we appreciate the opportunity to respond to this matter.  Our records reflect on July 31, 2014, *************************** activated a Mobile Internet line of service ending in **** which subscribes to T-Mobile Essentials Tablet plan for $65.00 plus tax per month.
  
  On August 30, 2022, *************************** activated a T-Mobile Home Internet line of service ending in **** and most recently subscribed to the T Mobile Home Internet Taxes Excluded Lite 100GB rate plan at $55.00 plus tax per month.  Please be advised that the T-Mobile Internet Lite is for customers who are currently not eligible for our unlimited ********************* and live in a serviceable area with good T-Mobile coverage.
  
  While it is T-Mobiles goal and commitment to provide the fastest data speeds in the wireless industry, there are times and places where network speeds can be slowed significantly because network loading is high enough to exceed the available capacity.  In such circumstances, T-Mobile must take affirmative steps to manage the network for the best overall experience of the most customers.  T-Mobile wants customers to use and enjoy our services as much as possible, but successful management of our network requires us to prioritize the data usage of customers when the demands for network capacity outstrip the available capacity.
  
  On December 31, 2022, *************************** contacted ************* regarding slow data speeds and the need for extra data.  At that time, their rate plan was changed to the T-Mobile Home Internet Taxes Excluded Lite 200GB plan for $105.00 plus tax per month.
  
  The billing statement dated January 3, 2023, reflected a balance due of $338.41, which included a past due balance $164.11 and new charges for monthly recurring services from January 3, 2023, through February 2, 2023, totaling $174.30.
  
  On January 26, 2023, *************************** contacted ************* to change his rate plan back to the T Mobile Home Internet Taxes Excluded Lite 100GB rate plan at $55.00 plus tax per month.  On February 3, 2023, *************************** remitted payments totaling $264.11 and we applied a onetime bill credit of $50.00 updating the balance to $24.30.
  
  On February 16, 2023, *************************** contacted ************* to inquire if the unlimited Home Internet rate plan was available at ***************************************************************; however, they were advised that it was not currently.  On, February 21, 2023, *************************** requested to cancel the Home Internet line of service, which became effective on March 3, 2023, the end of the billing cycle.   
  
  On March 7, 2023, our office spoke with *************************** and provided the above information.  To amicably resolve this matter, as a gesture of goodwill, we applied a onetime bill credit of $398.42 which updated the balance to a credit of $25.00.  T-Mobile regrets any inconvenience to ****************************
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
  
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  *****************************
  Executive Response
  
  

  Customer Answer

  Date: 03/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,

  Iam very pleased with the result and how T-Mobile handled this unfortunate complaint. They got in contact with me the very next day for the time I send the BBB complaint. T-Mobile executive called and respectfully asked what was the issue, she gave me a stage, and I had no complaints with the result.
  
  ***************************

• 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 originally went to switch to T-Mobile due to slightly lower price each month versus ******** After comparing the two plans further along with verifying with people in town who had T-mobile, I decided within a few days to cancel my order, in which I received a refund for 80 some dollars due to returning the tablet/sim card etc unused. About a week or so later, I received a bill for $114 that T-Mobile claims was an authorized Autopay on the 23rd of that month via a phone call. This was after I called and cancelled my account via their **************** Phone number. ********************** took the $114 out of my account, and I filed a dispute claim with my bank. I originally got the money back as a provisional credit from my bank and they sent me a new card so it wouldn't happen again. Fast forward two months ( end of February/Start of March ) my bank came back and said T-Mobile was in the right, even though I never used their service, never ported my number or even activated the *** card they sent and deducted the $114 back to T-Mobile. When I got home on 3/6/23 I received a bill from T-Mobile stating that I still owe them another $83.67.. All I want is my $114 back and that $83 dollars I supposedly owe them wiped out.. I didn't use t-mobile and I returned the tablet and sim card they sent unopened in the original box they sent it to me in, along with calling customer support and canceling my unused account with them. On the phone, I was told since I canceled inside of their return period I would get a full refund and would not get charged anything since I did not use their services. This is becoming a nightmare encounter.

  Business Response

  Date: 03/20/2023

  
  
  March 20, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
              Re:     *********************
                          Your File No. 19550024
                          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 hearing of *********************** billing concerns, and we appreciate the opportunity to respond.  On November 4, 2022, the above-referenced account was activated, prior to cancellation of service, ********************* had one voice line ending in **** and subscribed to the Magenta *** rate plan for $85.00 per month and one data line ending in **** subscribed to the 5GB Mobile Internet rate plan for $20.00 per month.  In addition to the monthly rate, ********************* subscribed to the optional Protection 360 device protection feature for $9.00 per month.The expected monthly cost was $114.00.  The account was enrolled in AutoPay, which was set to automatically process payments for the account balance with the payment method of *********************** choice on the 23rd of each month.  The account received a $5.00 monthly AutoPay discount.
  
  On November 4, 2022,********************* purchased a ******* Galaxy A7 Lite 32 GB tablet via our Equipment Installment Plan (EIP) at the retail value of $199.99 and a received SIM card.  ********************* agreed to 24 monthly installments in the amount of $8.34 and at the time of purchase the upfront cost was $84.75 for the Assisted Support fee and taxes for the tablet.  At that time, ********************* qualified for the 2022 ******* Tablet P7 promotion, which would have provided 24 monthly Recurring Device Credits (RDC) of $8.34 to offset the monthly EIP cost to zero.  However, on that date, ********************* contacted our ************* team to cancel their order and the account.  Regretfully, the order was already processed and was unable to be canceled.  The account was activated when the equipment was shipped, we regret any inconvenience this may have caused. 
  
  *********************** first billing statement dated November 4, 2022, was generated in the amount of $114.00 for monthly service and was due on November 25, 2022, of which we received payment on November 23, 2022, via Autopay.  On November 15, 2022, we confirmed ********************* returned the Galaxy A7 Lite tablet and received a refund in the amount of $49.75 for the handset taxes.
  
  On December 1, 2022,*********************** payment dated November 23, 2023, was returned unpaid and charged back to the account.  As a result, the account was assessed a $30.00 return payment fee, bringing the balance to $144.00.
  
  *********************** billing statement dated December 4, 2022, was generated in the amount of $268.00, representing the past due balance of $144.00 for the November 2022 bill statement, returned payment fee, and new charges in the amount of $115.00 for the monthly recurring charges.
  
  On December 17,2022, we received a payment of $114.00 for the November 2022 billing statement,reducing the balance to $154.00.  The billing statement dated January 4, 2023, was generated in the amount of $76.67,representing the past due balance of $154.00, a pro-rated service rate credit of $84.33, and a $7.00 late fee.
  
  The billing statement dated February 4, 2023, was generated in the amount of $83.67,representing the past due balance of $76.67 and a $7.00 late payment fee. 
  
  The billing statement dated March 4, 2022, was generated in the amount of $90.67,representing the past due balance of $76.67 and a $7.00 late payment fee.
  
  To resolve this matter, on March 7, 2023, T-Mobile canceled the account and issued a credit to the account in the amount of $90.67 for the account balance.  As a result, the account remains closed with a zero balance.  Additionally, on March 7,2023, we processed a refund in the amount of $114.00 for the disputed payment.  ********************* accepted our resolution and the refund was sent electronically to the financial institution provided by *********************, the funds should have been available within three business days.  T-Mobile regrets any inconvenience to **********************
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
  
  
  Very truly yours,
  
  T-MOBILE ***,INC.
  
  
  ***********************
  Executive Response

  Customer Answer

  Date: 03/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Refund posted to my bank account on March 8th in the amount stated by the business.
  
  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.

  Hello good evening Im upset that I was Forced to Migrate my account from sprint to t mobile!! t mobile promise I was able to keep my unlimited data plan T-Mobile Unlimited ****************************** Unlimited Talk. ********** Unlimited Talk, Text and ******* LTE Data $25/line/mo. Unlimited Anytime Minutes. Unlimited Messaging. 5GB Mobile Hotspot. SD Streaming. Sprint Global Roaming. Eligible for $5 per line/per month AutoPay discount.************** T-Mobile Unlimited ****************************** ************************** $25.00 $5 AutoPay Plan Discount - T-Mobile Unlimited Kickstart ******* ********* -$5.00 my sprint account number was Account Number: ********* My ********************** account is ********* which I cancelled because they did not wanna honor my unlimited plan for the $20.00 unlimited kickstart from sprint I would love to reopen my t mobile account however I want to be placed back on my unlimited kickstart plan like they promised me! My phone number has changed because when I ported out of t mobile I lost the number my new number is ************* My email is ********************** thank you T-mobile or who may I concern Yours truly ******************************* New number ************ **********************

  Business Response

  Date: 03/20/2023

  Tell us why here... 
  March 20, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *****************************************
  *****, ** *****
  
  Re:      *******************************
  Your File No. 19549911 
  Metro by T-Mobile Account No: *********
  ********************** 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 accounts.  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, and we appreciate the opportunity to respond.  Our records reflect that ******************************* visited a T-Mobile store to initiate services.  Our records further reflect that ******************************* activated his T-Mobile account on September 6, 2022, at a retail store, and ported in line ending in **** from Sprint.  ******************************* subscribed to the $90.00 Magenta *** rate plan which provides unlimited talk, text, and unlimited premium data for the line and 40GB of mobile Hotspot.  In addition, as ******************************* elected to enroll in AutoPay, they were eligible to receive a $5.00 monthly discount.  We further confirmed, the account was receiving our Insider P6 promotion that provided an additional $17.00 off the bill each month bringing the rate plan cost to $68.00 due on the 27th of each month.  
  
  On September 16, 2022, ******************************* took advantage of our Equipment Installment Plan (EIP) with the purchase of an Apple iPhone 14 Pro *** device with 1TB of memory.  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.  Accordingly, ******************************* was asked to remit a down payment in the amount of $798.98 and agreed to a series of 24 monthly installments of $33.34.  *********************************** purchase qualified for our P130 2022 Apple retail trade p8 offer, which provided them with a $12.30 discount towards the monthly payment on the device bringing the monthly installments charges to $21.04 per month.  
  
  As such, ********************************* total monthly charges would be $89.04 including taxes.  It is important to note that ******************************* canceled their line of service ending in **** on January 14, 2023, when they ported it out to another carrier.  Our office was able to confirm that ******************************* activated a new line ending in **** on March 7, 2023, on their account ending in ****, and subscribed to the $25.00 *** kickstart rate plan that provides unlimited talk, text, and 5GB data.  This plan will allow ******************************* to retain the $5.00 AutoPay discount, however, the Insider P6 discount will no longer apply.        
  
  Additionally, our office was able to review a previous account that ******************************* had with Metro by T-Mobile ending in 0909.  This account was activated on February 14, 2023, and had one line ending in **** that was subscribed to the $24.00 MetroVIP *** LTE w/Hotspot rate plan.  It should be advised that the account was canceled on March 7, 2023, when ******************************* ported their number to T-Mobile under their account number ending in ****.  
  
  As our efforts to reach ******************************* have been unsuccessful, should they need further assistance with retrieving their previous number ending in ****, we ask that he contact our office directly at the number below to review available options as the number is not with T-Mobile nor Metro by T-Mobile.  T-Mobile regrets 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

• Initial Complaint

  Date:03/07/2023

  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.

  We received an offer from t-mobile in the us mail for a ******* phone when joining t mobile. The letter however was addressed to my 4 year old son. I do not know how they got his name or information. This is completely unacceptable and I need to know how they got my sons information,

  Business Response

  Date: 03/10/2023

   
  March 10, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:     ***********************
  Your File No. 19549897
   
  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 file no.  Please note T-Mobile has made several attempts to reach ************ via both the phone number and e-mail provided which have proven unsuccessful. 
  
  T-Mobile regrets any inconvenience ************ may have experienced with regard to any marketing correspondence received from T-Mobile.  Websites and social media companies have their own settings and privacy policies around collecting personal information. Those companies may use or share personal information to show relevant ads for using their services.  Regrettably, how companies collect and handle your personal information is outside of T-Mobiles control.
  
  Should ************ wish to no longer receive marketing from T-Mobile they may opt-out of marketing communications by visiting ********************************************************************************************** for additional information regarding marketing preferences and may chose to opt out of marketing communications from T-Mobile via other channels such as phone and email.  T-Mobile regrets any inconvenience to *************  
  
  Thank you for bringing this matter to our attention.  If you have any questions, please do not hesitate to contact me at the address listed below or at ************.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  *******************
  Executive Response

• Initial Complaint

  Date:03/07/2023

  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.

  **************** representative blatantly lied just to get a sale. Everything she told me was not true. I was out money and no phone. I was specifically told I could bring my phone over to T-Mobile and that T-Mobile would pay off my phone. And that I would receive a new SIM card in the mail in a couple days. And once I receive my new SIM card to call customer service back to have the phones transferred over and that the process was very easy. And was also told that I just needed to take my bill with my current provider to my local T-Mobile store so they could get the information needed in order for T-Mobile to issue payment to payoff my phones. Absolutely everything this woman said was a lie. When I got my SIM cards I called to port my lines over to T-Mobile this process was a complete nightmare. In order to have my lines transferred over my phones had to be paid off and it would takes weeks to do that so here I am with no phone . I returned the equipment and now they will not issue a refund as I was told my a manager. No one knows what there doing at this company. You get different answers every time you speak with someone. Its pathetic.

  Business Response

  Date: 03/16/2023

  
  March 16, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****, ** *****
  
              Re:     *********************
                          Your File No. 19549835
  
  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 file number.
  
  Please be advised T-Mobile takes account security seriously; therefore, to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts.  Investigation of this issue has confirmed ********************* is not an authorized user on the account which is associated with the mobile number they provided and as such, we will not be contacting ********************* regarding their correspondence to your office.  The account holder of record *** add ********************* to the account by contacting T-Mobiles ************** 24 hours a day at ************.  Additionally, the account holder *** have one of the authorized users on the account contact T-Mobile at the number below to discuss this matter further.  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 Trindle  
  Executive Response