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

27,350 total complaints in the last 3 years.
7,951 complaints closed in the last 12 months.

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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:07/02/2024
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.
At the beginning of March 2024, I switched my phone service to T-Mobile. When switching I was told there was a promotion for free ******* s24 phones and ******* watches. I was told I could get 2 free phones and watches for me and my wife. I went to order them that night but was told that they could not do the second watch that night for free but when I got the order to contact them back and place the order for the second watch and it would still be free. I received the order on March 19 and tried to place the order for the 2nd watch but was told I would have to pay ******. Informed them it was supposed to be free, and they said they would escalate it. On March 22 received a call from them to place the order for the second watch and was told it would be free but instead was charged ******. When I asked about it was told they would reimburse it via a bill credit. From March till now July 2024, I have contacted each month about the bill credits and keep getting told that it will for sure be on the next month's bill. Was told at the end of May the credit should be there for **** bill and I would not owe a bill, but it was not there. Contacted them again and was told I could rest assured it would be on July's bill, but it is still not there. When I contact them, they tell me it will be there, and it never is. I contacted them today July 2, 2024, and the guy tried to tell me I was already getting it via monthly bill credits. But the monthly bill credits he is talking about is the monthly credit I get for free service on the watch not for the reimbursement of the payment for the watch. I have been told by 4 different people I would get the bill credit in one lump sum and it would cover one bill in full with some left over for the next month, but I still have yet to receive it. I want my money reimbursed to me. I was not supposed to be charged the money and yet I was and now they can't give it back to me
Business Response
Date: 07/12/2024

July 12, 2024

FILED ELECTRONICALLY

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

Re:*******************************
Your File No. 21935108
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 2, 2024, 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 that ******************************* may have experienced regarding our promotional offers, and we appreciate the opportunity to respond. *********************************** account activated the above account on March 17, 2024, with three voice lines of service ending in 6992, 2682, and 1341. These lines of service are subscribed to our Go5G Plus rate plan for $160.00 per month including taxes for the first wo lines of service, and $40.00 monthly for each additional voice line of service. Please note, the voice line ending in 2682 is enrolled in our **** Discount ******** offer, which provides the line at no monthly cost while maintaining eligibility. Additionally, ******************************* has two wearable lines of service ending 3386 and 9101, which are each subscribed to our Data with paired DIGITS rate plan for $17.00 monthly per line, including taxes. The wearable line ending in 3386 is enrolled in our **** Discount ******** offer, which provides the line and half off the monthly cost while maintaining eligibility. Finally, the account has a ********************** Home Internet line of service ending in 0275, which is subscribed to our T-Mobile 5G Home Internet rate plan at $65.00 monthly.

On March 15, 2024, ******************************* took advantage of our Equipment Installment Plan (***) with the purchase of two ******* Galaxy S24 handsets for the mobile numbers ending in 1341 and 6992. ******************************* was not required to remit a down payment, but remitted a payment of $141.37 for the applicable taxes on the full cost of the handsets. ******************************* then agreed to 24 monthly installments of $33.17 per handset. Additionally, ******************************* used our *** on March 15, 2024, for the purchase of a ******* Galaxy Watch 6 device for watch line ending 3386. ******************************* remitted a payment for the taxes on the full cost of the device, and agreed to 24 monthly installments of $14.42.

************************* above purchase was eligible for and enrolled in our ******* Activate ********: $800.00 off with New Voice **** on Go5G ********* (******* Activate ********* promotional offer, which allowed eligible customers to get $800.00 off an eligible ******* Galaxy phone via monthly Recurring Device Credits (RDC) when they purchased the handset via *** and activated a new voice line of service subscribed to a Go5G ********* or equivalent rate plan. As such, the account receives 24 monthly RDCs of $33.34 for each of the ***s associated with the mobile numbers ending in 1341 and 6992, while maintaining eligibility.

Additionally, ************************* *** for the ******* Galaxy Watch 6 device was eligible for and enrolled in our ******* Watch ********: $380.00 off Galaxy Watch with New Watch **** (******* Watch ********* promotional offer. This offer allowed customers to get up to $380.00 off an eligible ******* Galaxy Watch via monthly RDCs when they purchased the device via *** and activated a new wearable line of service on a qualifying rate plan. As such, the *** for the ******* Galaxy Watch 6 device receives a monthly RDC of $14.59 while maintaining eligibility.

On March 22, 2024, ******************************* activated an additional wearable line of service ending in 9101, and took advantage of our Equipment Installment Plan (***) with the purchase of a second ******* Galaxy Watch 6 device. ******************************* was required to remit a down payment of $299.96, as well as remit a payment for the taxes on the full retail cost of the device. ******************************* then agreed to 24 monthly installments of $2.09. This purchase was eligible for and enrolled in our ******* Watch ID240190promotional offer as described above, and as such, the above *** receives a monthly RDC of $14.59, for a total of $350.00, which equals the cost of the device.

In ************************* correspondence, they indicated the ******* Galaxy Watch 6 device purchased on March 22, 2024, was to be at no cost to him. Regrettably, T-Mobile is unable to substantiate that this offer was made outside of the above promotional offer, or that a credit for the down payment amount was offered. 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 ********************** employee failed in any way to display that during ******************************* s recent contact with our Customer Care.

Based on the above, it is T-Mobiles position ******************************* is receiving the applicable promotional offers for the devices purchased. If ******************************* has any additional questions regarding this matter, we request they contact our office directly at the number below. T-Mobile regrets any inconvenience to *******************************.

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

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

Very truly yours,

T-MOBILE USA, INC.

*************************
Executive Response
Customer Answer
Date: 07/19/2024

Complaint: 21935108

I am rejecting this response because: I have screen shots of messages that says I am supposed to be reimbursed the $330.00 payme t made on march 22. As I was told twice by 2 different people that I could get 2 ******* watches for free. But was told I could t do it the same night I ordered the first one. But was told when I called to order the second it would be at no cost to me. I was even told on the phone when I called to order the second o e I would only pay $33.00 down payment and when I question why it said $330.00 on my sode she told me that she was unsure why it said that but rest assured I would only be charged $33.00. When it hit my bank account t it was $330.00. I also have screen shots where I was told that I would get the $330.00 reimbursed to me via a bill credit and when it got applied I would not have to pay a bill that month. I was told that in May June and now in July. If this information is not correct then their employees should not be telling me this. They should have to back what they told me and credit me the $330.00 on my bill.
I would like to add to my rejection response to T-Mobile's response that I was buying these ******* watches under the promotion they had going on in March of this year that made these watches free for me. But yet I was charged. I have multiple screenshots of different conversations I have had with multiple representatives on T-Mobile chat stating I would get the money back as a bill credit and each month I was told it would be there next month, but it has yet to be seen. I do have these screenshots of the conversations. There is a lot of them, but I can provide them if necessary.

Sincerely,

*******************************
Business Response
Date: 07/23/2024
July 23, 2024

FILED ELECTRONICALLY

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

            Re:      *******************************
                        Your File No. 21935108
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 3, 2024, 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 and is committed to engaging with ***************************** to ensure a mutually satisfactory resolution is reached.

T-Mobile regrets any continued concerns that ******************************* may have experienced regarding our promotional offers, and we appreciate the opportunity to respond. As stated in our previous response to your office, the above account was activated on March 17, 2024, with three voice lines of service ending in 6992, 2682, and 1341. These lines of service are subscribed to our Go5G Plus rate plan for $160.00 per month including taxes for the first wo lines of service, and $40.00 monthly for each additional voice line of service. Please note, the voice line ending in 2682 is enrolled in our Line Discount ******** offer, which provides the line at no monthly cost while maintaining eligibility. Additionally, ******************************* has two wearable lines of service ending 3386 and 9101, which are each subscribed to our Data with paired DIGITS rate plan for $17.00 monthly per line, including taxes. The wearable line ending in 3386 is enrolled in our Line Discount ******** offer, which provides the line and half off the monthly cost while maintaining eligibility. Finally, the account has a ********************** Home Internet line of service ending in 0275, which is subscribed to our T-Mobile 5G Home Internet rate plan at $65.00 monthly.

On March 15, 2024,******************************* took advantage of our Equipment Installment Plan (***) with the purchase of two ******* Galaxy S24 handsets for the mobile numbers ending in 1341 and 6992. ******************************* was not required to remit a down payment but remitted a payment of $141.37 for the applicable taxes on the full cost of the handsets. ******************************* then agreed to 24 monthly installments of $33.17 per handset. Additionally, ******************************* used our *** on March 15, 2024, for the purchase of a ******* Galaxy Watch 6 device for the watch line ending 3386. ******************************* remitted a payment for the taxes on the full cost of the device and agreed to 24 monthly installments of $14.42.

************************* above purchase was eligible for and enrolled in our ******* Activate ********:$800.00 off with New Voice Line on Go5G ********* (******* Activate ********* promotional offer, which allowed eligible customers to get $800.00 off an eligible ******* Galaxy phone via monthly Recurring Device Credits (RDC) when they purchased the handset via *** and activated a new voice line of service subscribed to a Go5G ********* or equivalent rate plan. As such, the account receives 24 monthly RDCs of $33.34 for each of the ***s associated with the mobile numbers ending in 1341 and 6992, while maintaining eligibility.

Additionally, ************************* *** for the ******* Galaxy Watch 6 device was eligible for and enrolled in our ******* Watch ********: $380.00 off Galaxy Watch with New Watch Line (******* Watch ********* promotional offer. The offer allowed customers to get up to $380.00 off an eligible ******* Galaxy Watch via monthly RDCs when they purchased the device via *** and activated a new wearable line of service on a qualifying rate plan. As such, the *** for the ******* Galaxy Watch 6 device receives a monthly RDC of $14.59 while maintaining eligibility.

On March 22, 2024,******************************* activated an additional wearable line of service ending in 9101 and took advantage of our *** with the purchase of a second ******* Galaxy Watch 6 device. ******************************* was required to remit a down payment of $299.96, as well as remit a payment for the taxes on the full retail cost of the device. ******************************* then agreed to 24 monthly installments of $2.09. This purchase was eligible for and enrolled in our ******* Watch ******** promotional offer as described above and as such, the above *** receives a monthly RDC of $14.59 for a total of $350.00, which equals the cost of the device.

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 ********************** employee failed in any way to display that during ******************************* s recent contact with our Customer Care. In ************************* correspondence, they indicated the ******* Galaxy Watch 6 device purchased on March 22, 2024, was to be at no cost to him. Regrettably, T-Mobile is unable to substantiate that this offer was made outside of the above promotional offer or that a credit for the down payment amount was offered.

Based on the above, it is T-Mobiles position ******************************* is receiving the applicable promotional offers for the devices purchased. ******************** will maintain ongoing communication efforts. We kindly request that ******************************* initiate contact with our office using the number provided below. T-Mobile is ready to assist and looks forward to facilitating a productive dialogue to address any further 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
Customer Answer
Date: 07/23/2024

Complaint: 21935108

I am rejecting this response because:
I understand we are getting monthly bill credits but when I purchased the 2 ******* phones I was told I could get 2 watches for free. But the day I purchased the phone the guy told me that he could not get the second watch to process correctly but to rest assured I could contact them after I received my order and purchased a second watch for FREE. When I did so on March 22 I was told it would be FREE again but then the lady send the agreement for me to sign it said I owed $330 for the watch when questioned she told be that her end it only showed me owing $30 and that I should rest assured I would only be charged the $30 but when it processed through our bank it was for $330. When I messaged about this I was told I would get the 330 back ad a bill credit. And that when it applied I would not owe a bill for that month. I HAVE BEEN TOLD THIS BY MULTPILE PEOPLE AT T MOBILE AND HAVE BEEN TOLD FOR 3 *****S NOW THAT I WOULD BE GETTING THE 330 BACK AND IT WOULD COVER MY *****LY BILL WITH AOME LWFT OVER FOR THE NEXT *****. THIS HAS NOT BEEN THE **** I HAVE NOT RECEIVED IT. THEY HAVE CONTINUOUS LIED TO ME SAYING I WILL GET THE 330 BACK ON MY BILL AND MY BILL WOULD BE COVERED FOR THE ***** AND THEN SOME.
IF I HAVE BEEN TOLD THIS BY MULTIPLE PEOPLE THEN I SHOULD RECIEVE IT UNLESS T MOBILE IS NOT A COMPANY OF THEIR WORD THEN AO BE IT. I AM TIRED OF BEING LIED TO AND DRUG AROUND. I JUST WANT THEM TO STAND BEHIND THEIR WORD AND GIVE ME THE MONEY THAT THEY TOLD BE I WOULD NOT HAVE TO PAY. I KEEP BEING TOLD REST ASSURED YOU WILL GET IT THIS ***** BUT I NEVER DO.
Sincerely,

*******************************
Business Response
Date: 08/05/2024

August 5, 2024

FILED ELECTRONICALLY

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

Re:*******************************
Your File No. 21935108
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 31, 2024, regarding the above-referenced account.

********************** regrets any continued concerns that ******************************* may have experienced regarding our promotional offers, and we appreciate the opportunity to respond. As indicated in our previous response to your office, on March 22, 2024, ******************************* activated an additional wearable line of service ending in 9101 and took advantage of our Equipment Installment Plan (EIP) with the purchase of a second ******* Galaxy Watch 6 device. ******************************* was required to remit a down payment of $299.96, a Device Connection Charge of $5.00 as well as payment for the taxes on the full retail cost of the device. ******************************* then agreed to 24 monthly installments of $2.09. This purchase was eligible for and enrolled in our ******* Watch ******** promotional offer as previously described. As such, the above EIP receives a monthly RDC of $14.59 for a total of $349.99, which equals the cost of the device, and so long as the account remains eligible.

On August 2, 2024, T-Mobile spoke with *********************, a designated authorized user of the above referenced account. ********************* indicated the ******* Galaxy Watch 6 device was to be at no cost however, they encountered a charge of $330.00 for the purchase of watch line ending 9101. To amicably resolve their concerns, a credit of $300.00 was applied towards bill dated July 10, 2024, revising bill balance to $42.05. ********************* has accepted this offer as full resolution to their concerns and considers this matter resolved to their satisfaction. T-Mobile regrets any inconvenience to ********************* and *******************************.

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 ********************** employee failed in any way to display that during ******************************* s recent contact with our Customer Care.

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: 08/05/2024

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:07/02/2024
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.
On 2/22/24, I contacted T-mobile as my phone was damaged. They sent a warranty replacement phone to me under the Warranty Exchange program. I received the replacement device on 2/23/24. On 3/1/24, I shipped back the damaged phone to T-Mobile via their prepaid *** shipping label # 1ZX1392Y9020989594. During my May 2024 statement, T-Mobile charged me a non return fee of $1,879.99. I called and explained to them that the phone was returned but they are not doing anything to reverse the charge. I've attached the proof of deliver of the returned phone as I should not be charged as I returned the phone in a timely manner.
Business Response
Date: 07/12/2024

July 11, 2024

FILED ELECTRONICALLY

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

Re:***************************
T-Mobile Account Holder: American Home Alarms
Your File No. 21934977
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 3, 2024, regarding the above-referenced account. Please be advised the account holder of record is American Home Alarms, and *************************** has been designated as an authorized user of the account.

********************** regrets any concerns *************************** may have experienced regarding their account and we appreciate the opportunity to respond. On February 19, 2024, *************************** requested a warranty exchange for the ******* Z **** 4 with the International Mobile Equipment Identification (****) ending in 5945 used on the mobile number ending in 6532. As the line ending in 6532 subscribes to the Protection 360 Tier 5 feature, it was eligible to receive an advanced replacement via T-Mobiles Handset Exchange Program. 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.

The exchange was processed and shipped to ***************************** address on file, and they were asked to return the non-working device to ********************** using the return tracking number ending in 9594 within 10 days of receiving the replacement device to avoid a non-return fee. Please be advised in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment to avoid being charged a non-return fee. Our records indicate we did not receive the non-working equipment.

As T-Mobile did not receive the non-working equipment, a Warranty Non-Return Fee in the amount of $1,879.99 plus taxes in the amount $178.60, was assessed to the account. The fee reflected on the billing statement dated May 5, 2024, which reflected a balance of $2,254.59, consisting of service charges in the amount of $196.00 and one-time charges in the amount of $2,058.59, due by May 23, 2024.

The billing statement dated June 13, 2024, reflected a balance of $2,519.31, which consisted of the rolling past due balance of $2,254.59, new service charges in the amount of $256.97, and a late payment fee in the amount of $7.75, due by June 23, 2024. Please note the past due balance was due immediately.

As the past due balance remained unpaid, the account was suspended on June 13, 2024, and subject to restore from suspend fees being assessed to the account per line up to three lines, upon restoration of service. The same day, *************************** remitted payment to the account in the amount of $2,400.00, updating the balance to $119.31, and restore from suspend fees totaling $65.95 were assessed to the account to reflect on the accounts next billing statement. On June 23, 2024, *************************** remitted payment to the account in the amount of $119.31 updating the account balance to zero.

A review of this matter confirms that T-Mobile has still not received the non-working ******* Z **** 4 with the **** ending in 5945. In their correspondence to your office, *************************** provided return tracking information reflecting that a package was delivered to our warehouse on March 6, 2024. Please be advised that although return tracking confirms a package was delivered to T-Mobile, however, it does not substantiate or serve as a confirmation of the contents within that package. As such, T-Mobile considers the non-return fee assessed to the account to have been valid.

On July 5, 2024, our office spoke to *************************** and apprised them of the above information. Nevertheless, to amicably resolve this matter, our office agreed to refund *************************** the amount of $2,058.59 for the non-return fee of the ******* Z **** 4. The refund was issued to the ***************************** **** card ending in 6522 and can take up to three business days to reflect with their financial institution. Additionally, our office agreed to credit the account the amount of $32.97, to offset half the amount of the restore from suspend fees assessed to the account on June 13, 2024. This credit reflected on the billing statement dated July 5, 2024. The account reflects a balance of $259.35, due by July 25, 2024. 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: 07/12/2024

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:07/02/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
As a Black Friday promotion, T-Mobile offered a free ************** 50" 4-Series 4K ** to customers adding and activating a new line of internet from November 24, 2023 to November 29, 2024.T-Mobile's instructions were to log onto its promotion site within 30 days of line activation and enter the required information, including the promotion code 23FIRE**.They then stated that T-Mobile would send, within 10 weeks of receiving a valid submission, an email with a link and a "unique Amazon promotion code" to order the **.I purchased and activated a new line of internet over the phone, within the 6-day window of the promotion.With T-Mobiles agent still on the initial call coaching me through the process, I logged onto the promotion site and entered the requested information and the promotion code 23FIRE** to redeem the ** offer. The agent assured me that my submission was complete.However, I never received an email from T-Mobile containing a redemption link or code to order the **. On initial calls to T-Mobile, an agent assured me that I did qualify for the promotion and would be receiving the link and code email.It never happened. On my most recent call to T-Mobile, I requested to speak with a supervisor who told me that the promotion was now over and he could do nothing to get the ** for me.The main reason I switched my internet to T-Mobile was to get the **. I feel like a victim of bait and switch. I believe that even if this incident was accidental, T-Mobile should still honor its promise.An internet search revealed many customers who had the same experience. Attached are comments I copied from T-Mobiles community board and complaints about another issue: Price increases for the Magenta *** 55+ plan with a price lock for life. I also had price increases. Also attached are the ** redemption instructions and my internet modem order showing a valid date for the promotion. Please let me know if you need anything further.Thank you.*****
Business Response
Date: 07/12/2024

July 12, 2024

FILED ELECTRONICALLY

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

Re:***************************
Your File No. 21934484
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 2, 2024, 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 regarding our Internet ********: Free ************** with New High-Speed Internet on Unlimited promotion, and we appreciate the opportunity to respond. Per the terms of the Internet ******** promotion, between November 24, 2023, through November 29, 2023, customers who activated a new High-Speed Internet line on a qualifying Unlimited plan via T-Mobile.com or a T-Mobile Virtual Retail representative, could get a free 50 Amazon 4K ******* via a unique claim code. To get the deal, customers were required to create an online submission with promotion code 23FIRETV at ********************************************* within 30 days of activating the High-Speed Internet line. Please be advised, rebate processing times could have taken up to ten weeks from the date of submission. Once approved, customers received a unique claim code and link via email to redeem their 50 ************** with Amazon. It is important to note that customers were required to redeem the unique claim code before the expiration date, March 28, 2024.

T-Mobile records confirm on November 27, 2023, *************************** completed an activation order for one High-Speed Internet line of service to be subscribed to the tax inclusive T-Mobile 5G Home Internet rate plan at a monthly cost of $55.00. Upon availability, a T-Mobile 5G Gateway would be shipped to *************************** at no cost. Please note, the T-Mobile 5G Gateway is T-Mobile property and must be returned to T-Mobile in an acceptable working condition upon cancelation. If the T-Mobile 5G Gateway is not returned to T-Mobile, a non-return fee up $370.00 plus applicable taxes, is assessed to the account.

On November 28, 2023, a T-Mobile 5G Gateway was shipped to ***************************. As a result, a High-Speed Internet line ending in 4111 was activated and subscribed to the T-Mobile 5G Home Internet rate plan. At the time of completing the activation, T-Mobile was running our Internet ********: $20.00 Off Unlimited with Voice Line and New High-Speed Internet Line promotion, whereby from November 22, 2023, through November 29, 2023, customers could get $20.00 off High-Speed Internet via a monthly bill credit, when they had or activated a new voice line and activated a new High-Speed Internet line on an eligible High-Speed Internet plan. Per the terms of this deal, the line ending in 4111 receives a monthly bill credit of $20.00; thus, reducing the monthly cost of the corresponding plan to $35.00.

Our records show *************************** spoke with T-Mobile on January 17, 2024, and we informed *************************** on the terms of the Internet ********: Free ************** with New High-Speed Internet on Unlimited promotion. We do not show that *************************** spoke with T-Mobile previously regarding this matter and our records do not show they submitted an online submission within 30 days of activating the High-Speed Internet line in result, causing the account not to be eligible for the Internet ********: Free ************** with New High-Speed Internet on Unlimited promotion.

From April 28, 2022, to January 17, 2024, T-Mobile began offering Price Lock on new account activations on qualifying rate plans. Price Lock guarantees that accounts activated with a qualifying rate plan, within the enrollment period, would not be subject to a price increase, so long as the account remained in good standing and the customer remained on the qualifying rate plan. If a customer migrates to a new plan not covered by Price Lock, the Price Lock guarantee will fall off the account given the customer is no longer on a qualifying rate plan. ******************** Magenta *** 55+ rate plan was activated on June 21, 2021, with monthly recurring charges of $70.00, per month. We do not show *************************** monthly rate plan was impacted by the rate increase. 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: 07/25/2024

Complaint: 21934484

I am rejecting this response because: I do not agree with the response provided by T-Mobile. Again, I did everything I was supposed to do and followed the steps as instructed with a T-Mobile employee on the line with me as I did them, yet I never received an email with a redemption code for the TV.

I believe T-Mobile should make good with its promise of the television.

Sincerely,

***************************
Business Response
Date: 08/06/2024

August 6, 2024

FILED ELECTRONICALLY

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

Re:***************************
Your File No. 21934484
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 1, 2024, regarding the above-referenced account.

T-Mobile regrets any continued concerns *************************** may have regarding our Internet ********: Free ************** with New High-Speed Internet on Unlimited (Internet ********* promotion, and we appreciate the opportunity to respond. Per the terms of the Internet ******** promotion, between November 24, 2023, through November 29, 2023, customers who activated a new High-Speed Internet line on a qualifying Unlimited plan via T-Mobile.com or a T-Mobile Virtual Retail representative, could get a free 50 Amazon 4K ******* via a unique claim code. To get the deal, customers were required to create an online submission with promotion code 23FIRETV at ********************************************* within 30 days of activating the High-Speed Internet line. Please be advised, rebate processing times could have taken up to ten weeks from the date of submission. Once approved, customers received a unique claim code and link via email to redeem their 50 ************** with Amazon. It is important to note that customers were required to redeem the unique claim code before the promotions expiration date, March 28, 2024.

T-Mobile records confirm on November 27, 2023, *************************** completed an activation order for one High-Speed Internet line of service to be subscribed to the tax inclusive T-Mobile 5G Home Internet rate plan at a monthly cost of $55.00.

On November 28, 2023, a T-Mobile 5G Gateway was shipped to ***************************. As a result, a High-Speed Internet line ending in 4111 was activated and subscribed to the T-Mobile 5G Home Internet rate plan. At the time of completing the activation, T-Mobile was running our Internet ********: $20.00 Off Unlimited with Voice Line and New High-Speed Internet Line (Internet ********* promotion, whereby from November 22, 2023, through November 29, 2023, customers could get $20.00 off High-Speed Internet via a monthly bill credit, when they had or activated a new voice line and activated a new High-Speed Internet line on an eligible High-Speed Internet plan. Per the terms of this deal, the line ending in 4111 receives a monthly bill credit of $20.00; thus, reducing the monthly cost of the corresponding plan to $35.00.

We spoke with *************************** on August 5, 2024, regarding their promotion concerns. Although our records could not confirm that *************************** submitted an online submission for the above-mentioned promotion, to amicably resolve this matter, T-Mobile offered to provide the current value of $329.99 for the ************** 4-Series 50 as reflected on Amazon's site, in the form of an account credit. *************************** accepted this resolution. Our office applied the credit to their account reducing the account balance to reflect a credit balance of $186.57. 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:07/02/2024
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.
In November 2017, my wife and I bought our cell phones from the T-Mobile vendor at ******* We switched from Sprint to sign up for T-Mobile One Unlimited 55+ service at $30 per month, including fees and taxes, per phone line. "GUARANTEED FOR LIFE" they said. This agreement was to be FOREVER without increases. In T-Mobile's words: "UN-CONTRACT: ONLY YOU HAVE THE POWER TO CHANGE THE ***** YOU PAY." Suddenly, T-Mobile has increased my bill by $5.00 per phone line per month. (Total of $120 per year increase for our budget.) Furthermore, I was not notified in advance of this increase, neither by email nor text from T-Mobile. They just surprised me with it in their regular monthly text I received June 29, 2024 @ 7:04p.m. which informs me that my bill is available, and the date (July 17, 2024) they will process my auto-payment.June 30, 2024, we related this situation to a ************* representative at **********************. She offered no resolution to our request to cancel the increase. "Inflation and decades of no increases" was her repeated scripted response.For T-Mobile to rescind their promise that the One Unlimited 55+ $30 per month rate plan would "NEVER" go up is simply False Advertising and a Breach of Contract and to do this to the 55+ group of people is simply Ageism Discrimination.
Business Response
Date: 07/12/2024
July 12, 2024

FILED ELECTRONICALLY

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

            Re:      ***********************
                        Your File No. 21934320
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 2, 2024, regarding the above-referenced account.

T-Mobile regrets any concerns *********************** may have regarding their account, and we appreciate the opportunity to respond. T-Mobile records indicate on November 27, 2017, *********************** activated two voice lines ending in 9123 and 9301 which are subscribed to the T-Mobile ONE Plan Unlimited 55 rate plan for $70.00 per month. Please note,as of June 26, 2024, the rate plan pricing has increased to $80.00 per month.

In addition, *********************** elected to enroll in AutoPay. This is a free feature that automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored debit card or checking account supplied by the customer. Customers on eligible rate plans may also receive a $5.00 monthly bill credit for using AutoPay with an eligible payment method.

T-Mobile periodically reviews our plans and services to ensure that customers receive our latest benefits and features. As costs continue to rise, T-Mobile has made some small adjustments to the pricing of some of our older rate plans. On May 22, 2024,T-Mobile began notifying customers enrolled on older rate plans that their plans monthly recurring cost will increase as of their June statement.
T-Mobile notified *********************** that their T-Mobile ONE Plan Unlimited 55 will increase by $10.00,as of their next bill cycle, June 26, 2024. ************************* plan type, benefits, and due date will remain the same. If *********************** is interested in shopping for a new rate plan or would like to review our current rate plan offerings, we encourage them to contact ************* or visit **************************/cell-phone-plans.

On July 5, 2024, our office contacted *********************** and advised of the above information. T-Mobile has taken note of ************************* concerns,and their feedback is appreciated, we appreciate all customer feedback as we remain committed to providing the best value in wireless. 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:07/02/2024
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.
Went t mobile store traded in my new in box never opened ******* z flip 5. The newest because rep lied said would get $800 after 30 days of service. So I could pay at@t that money I still owed. So was like $1300. Still owed,$800. Then about a week into switching get a rude call with no explanation that they are canceling my account I said we'll what about my brand new phone you took. Why. I asked he said go talk to store. I did they were no help. Said they can't give me my phone back. TOTAL WORST
Business Response
Date: 07/11/2024

July 11, 2024

FILED ELECTRONICALLY

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

Re:***************************
Your File No. 21934206
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 2, 2024, regarding the above-referenced account.

********************** regrets any concerns *************************** may have experienced regarding their account cancelation, and we appreciate the opportunity to respond. *************************** activated the above account on March 6, 2024. However, our **************** Team determined that based on the behaviors exhibited, which included the *** being altered to acquire services, as well as connections to multiple previously canceled accounts assigned to outside collections agencies, *************************** account was determined to pose an unacceptable business risk to T-Mobile. As such, the above account was cancelled on March 15, 2024. While we regret any inconvenience to ***************************, the account is not eligible for reactivation.

The account was activated with one voice line of service ending in 9726. On March 6, 2024, *************************** took advantage of our Equipment Installment Plan (EIP) with the purchase of a ******* Galaxy S24 128 GB handset. A down payment in the amount of $150.00 was remitted, along with a payment for the taxes on the full retail price of the handset. *************************** then agreed to 24 monthly installments of $27.09 for the device balance. At the time of purchase, *************************** traded-in a ******* ************* 5 256 GB handset for a Fair Market Value trade-in credit of $225.00. This credit was applied toward the required down payment and taxes. With this trade-in, the above purchase qualified for our ******* Activate ********: $800 off with New Voice Line on Go5G ********* (******* Activate ********* promotion, where qualifying customers could get up to $800.00 off an eligible ******* Galaxy phone via monthly Recurring Device Credits (RDC) when they purchased the new handset via EIP, and activated a new voice line on a Go5G ********* or equivalent rate plan.

Please note the trade-in of a device within the retail store is a final transaction. Pursuant to the agreement signed at the time of the trade-in, *************************** agreed to terms which included statements such as You are giving up full ownership rights to the Handset, the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law), and finally, By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions.

Please be advised the above information applies even after service cancelation is processed within the purchased handsets return period. T-Mobile retail stores and our dealer locations do not retain traded-in handsets; they are sent daily to CWork Solutions, LP, the third-party company that facilitates our trade-in program. As such, we are unable to return their handset as it is no longer in the possession of the store where they activated service.

Please note, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further with Carrier Freedom and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer. Please note there are several eligibility requirements to be met, such as port-in of a number from a qualifying carrier, trade-in of a qualifying device during the purchase of a new T-Mobile device on EIP, and submission of a final bill from the previous carrier. Regrettably, *************************** did not meet the eligibility requirements for Carrier Freedom, as they did not port-in an eligible number.

Additionally, T-Mobile offers our Keep and Switch program that allows customers from select carriers who port over to T-Mobile to keep their eligible phone and we will reimburse them for their remaining device balance, up to $800.00 via virtual prepaid MasterCard. To qualify for Keep and Switch, customers must port in and activate a new voice line of service on a qualifying rate plan and bring their device(s) from select carriers for use on the T-Mobile network for a minimum of 90 days. Please note that the port-in must be for a new line and completed within 14 days of activation to qualify and the port-in carrier must match the carriers name on the submission documentation. *************************** did not meet the eligibility requirements for Keep and Switch as they did not port-in an eligible number.

Upon speaking with *************************** on July 7, 2024, we advised them of the above information. We confirmed that regrettably, T-Mobile is unable to return the traded-in handset or reactivate the above account. If *************************** wishes to discuss this account further, they would need to send a written response to our **************** at:

T-Mobile USA Inc.
Attn: ****************
P.O. Box 90880
*******************-0880

We regret any inconvenience to ***************************.

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

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

Very truly yours,

T-MOBILE USA, INC.

***************************
Executive Response
Initial Complaint
Date:07/02/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
T-Mobile has been over-billing my account since I entered a contract with them. I believe they are using fraudulent business practices to over-bill their customers. Their agents continue to state that I agreed to a certain pricing structure but are unable to send me any documentation which indicates I agreed with what is being charged. For 8 months, I have contacted T-Mobile because the bill was incorrect. Each time I was credited and told the account would be corrected. For July 2024, I recently contacted as the issue persisted. T-Mobile is now firmly denying my notices. I have in my possession the entire written exchange with their agents to substantiate their fraudulent practices.
Business Response
Date: 07/12/2024
July 12, 2024

FILED ELECTRONICALLY

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

            Re:      ***********************
                        Your File No. 21933915
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 2, 2024, regarding the above-referenced account.

T-Mobile regrets any concerns *********************** may have experienced regarding their account and we appreciate the opportunity to respond. T-Mobile records indicate *********************** activated their account on October 27, 2023, subscribing to our Go5G Plus rate plan for three voice lines ending in 2829, 2830, and 2839, priced at $160.00 for the first two voice lines and $40.00 for each additional voice line. On the same date, the voice line ending in 8208 ported into T-Mobile, replacing the line ending in 2830. Further, *********************** was subscribed to optional Protection 360 Tier 5 feature at $18.00 for the voice line ending in 2829 prior to taxes and fees.

At the time *********************** activated the account, ********************** was offering our Line Discount ********: Voice: 3rd Line Discount with New Lines (Line Discount ********* promotion, which allowed new customers to get a free or discounted voice line when they activated a new account with at least three voice lines on a qualifying rate plan. *********************** originally qualified for the Line Discount ******** offer on the line ending in 2839. It should be noted that the promotion will be lost if any voice lines are canceled on the account within one year of the qualifying activation date.

On the date of activation, *********************** also took advantage of our Equipment Installment Plan (***) for an Apple iPhone 15 for the voice line ending in 2829. *********************** was not required to remit a down payment and agreed to a series of ************************** the amount of $34.59 per month. *********************** also purchased an Apple iPhone 13 for the voice line ending in 8208, for which no down payment was required, and they accepted ************************** the amount of $26.25. The purchase of the *** for the iPhone 15 included a quoted trade-in value of $205.00 for an Apple iPhone 11 Pro *** with an International Mobile Equipment Identifier (IMEI) number ending in 3247. Please note, this was a deferred trade-in,meaning *********************** was required to send the trade-in device to ********************** no later than November 26, 2023.

From October 6, 2023, through February 7, 2024, T-Mobile was offering our Apple Activate ********: Apple: $830 Off with New Voice Line and Trade (Apple Activate ********* promotion, allowing customers to get up to $830.00 off the new iPhone 15 series via one-time trade-in credit and Recurring Device Credit (RDC). To qualify, the customers were required to make the purchase on ***, trade in a qualifying handset, and activate a new voice line on an eligible rate plan. The above purchase of an Apple iPhone 15 would have qualified for our Apple Activate ******** promotion, with RDC of $26.05 per month if the trade-in was received by the required date. The *** was initially enrolled in the promotion, pending confirmation of the trade-in being received by T-Mobile.

From October 6, 2023, through February 7, 2024, T-Mobile was offering our Apple Activate ********: $630 off with New Voice Line and Port-In (Apple Activate ********* promotion, allowing customers to get up to $629.99 off an Apple iPhone 13 series device via monthly RDCs. With the purchase of the Apple iPhone 13, and the port in of the voice line ending in 8208, the account qualified for our Apple Activate ******** promotion, with RDC in the amount of $26.25 per month.

On November 13, 2023, Protection 360 Tier 5 was removed pursuant to ****************** request and the account was enrolled in AutoPay. AutoPay is a free service that automatically deducts payments from a customers credit card or checking account to pay their ********************** bill. Customers on eligible rate plans may also receive a monthly bill credit of $5.00 per line of service for using AutoPay with a qualifying method of payment.

Please be advised if the account had qualified for all of the promotional offers outlined above, the estimated monthly cost for services,features, and *** would have amounted to $158.54 before applicable taxes. It should also be noted that customers are provided details regarding their rate plan and services prior to activation. Customers are also provided copies of their service and *** agreements outlining the costs associated at the time of each transaction so that they can understand the amounts they will be billed monthly. Finally, if customers make any changes to their services or wish to purchase equipment, they may review the costs before making any such changes at www.MyT-Mobile.com or the T-Mobile mobile application.

On December 29, 2023, the Apple Activate ******** was unenrolled from the voice line ending in 2829. Upon review, T-Mobile found this was due to the Apple iPhone 11 Pro *** trade-in not being returned within the allotted time frame.

On February 10, 2024, the voice line ending in 8070 was added to the account after a Change of Responsibility (COR) was completed, resulting in the account having four voice lines of service. Please be advised a COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. It should be noted that a COR is not considered a new line of service and is not eligible for promotions requiring an activation.

On February 11, 2024, the Apple Activate ******** promotion was re-added to the line ending in 2829, by ************* as a courtesy,resulting in them being enrolled to receive monthly RDCs in the amount of $36.29. Additionally, $34.59 was credited to the account at that time. Thereafter, *********************** received a credit of $35.00 on April 15, 2024, and a credit of $35.00 on May 15, 2024.

On June 5, 2024, pursuant to ****************** request, the voice line ending in 2839 line was canceled and the account was issued a $40.00 credit. As a result, the Line Discount ******** was removed, as the account no longer qualified for the discount.

Upon contacting *********************** on July 5, 2024, we advised them of the promotion requirements and that a COR would not qualify for the promotion that had been removed. In an effort to amicably resolve the matter, our office closed the *** balance for the Apple iPhone 15 in the amount of $518.68 and canceled the voice line ending in 2829. Based on the above, ****************** expected monthly charges are estimated to be $160.00 for two voice lines before the AutoPay discount, including the monthly RDC for the Apple Activate ******** promotion. If *********************** remains enrolled in AutoPay with a qualified method of payment, the monthly services are estimated to be $150.00 after the AutoPay discount. T-Mobile regrets an 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. If you have any questions, please do not hesitate to contact me at ************.

Very truly yours,

T-MOBILE ***,INC.

***********************
Executive Response
Initial Complaint
Date:07/02/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I traded a iPhone 12 mini in October 2022 for an iPhone 14 Pro **** the vendor ensured me that I would get what I believe was $300 trade-in value and a credit to be determined.I later received from T-Mobile message that my credit was approved for $24.17 for 24 months, they began applying the credit and then stopped after 2 credits. Since I have auto pay I don't usually review my bill, but I did as I was planning on paying off the phone.The response is that they found out I didn't qualify for the promotion for not having a certain okay and insisting that I changed after the the trade was complete. I informed the representative that I have always had military/veterans plan since it was offered. They just decided to stop honoring an agreement that had been made and without the courtesy of informing me the customer. I have never had any issues with T-mobile for as long as I have been a customer until now.
Business Response
Date: 07/15/2024
July 15, 2024

FILED ELECTRONICALLY

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

            Re:      ***********************
                        Your File No. 21933820
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 2, 2024, regarding the above-referenced account.

T-Mobile regrets any concerns *********************** may have regarding our 2022 Apple Trade P32: Get Apple iPhone 14 Pro on Us with trade-in on *** (2022 Apple Trade P32) promotion.The 2022 Apple Trade P32 promotion allowed customers to get an Apple iPhone 14 Pro on us or up to $1,000.00 off other eligible Apple devices (via one-time trade-in credit and Recurring Device Credit (RDC)) when purchasing it on ***, trading-in a qualifying phone, and have or switch to an eligible Magenta *** rate plan or equivalent plan.

T-Mobiles records show that on September 16, 2022, *********************** purchased an Apple iPhone 14 Pro *** for the line ending in 8049 using our ***. At the time of purchase, *********************** was not required to remit a down payment and agreed to 24 monthly installments of $45.84. *********************** agreed to trade-in an Apple iPhone 12 mini. For this trade-in, they received a trade-in value of $220.00, which was applied toward the purchase of the Apple iPhone 14 Pro ***.

Records reflect *********************** was initially enrolled in the promotion and scheduled to receive 24 monthly RDC of $24.17; however, the *** was unenrolled on November 3, 2023,as the ONE ************* rate plan was not eligible for the 2022 Apple Trade P32 promotion.

Our office contacted *********************** and explained that the *** was not enrolled in the 2022 Apple Trade P32 offer due to incompatibility with the ONE ************* rate plan. Furthermore, we informed them that it is important to notify us of any discrepancies related to their bill. *********************** understood this information.We regret any inconveniences this matter has caused ***********************.

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

Thank you for bringing this matter to our attention. If you have any further questions, feel free to contact us at T-Mobile ***********, P.O. Box ******, ************, PR 00919-1957.

Very truly yours,

T-Mobile USA, Inc.

************************ ********
Executive Response
Initial Complaint
Date:07/02/2024
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.
Since June 30th Ive been requesting for a port out to ******** and tmobile canceled my account. since june 30 ive been with ******** ******* is telling me they cant finish my port because of tmobile. all im asking is for my numbers to be finished porting out.
Business Response
Date: 07/12/2024

July 12, 2024

FILED ELECTRONICALLY

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

Re:*****************************
T-Mobile Account Holder: ******* Financial LLC.
Your File No. 21933247
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 2, 2024, regarding the above-referenced account. Please be advised the account holder of record is ******* Financial LLC., and ***************************** has been designated as an authorized user of the account.

********************** regrets any concerns ***************************** may have experienced regarding the above account, and we appreciate the opportunity to respond. As of February 17, 2024, the account had two voice lines of service ending in 5454 and 3411, which were subscribed to our *************************** for Business rate plan, at a monthly cost of $110.00. Please be advised, the above account was billed in arrears, meaning that payment for services was due approximately three weeks after services were rendered. T-Mobile records confirm the billing cycle ran from the 18th of one month to the 17th of the following month, and payment was due on the 10th after the bill cycle closed.

The billing statement dated February 17, 2024, reflected a balance owed in the amount of $109.40 and consisted of monthly recurring charges, a one-time charge for a mobile number change, and applicable taxes and fees. Payment for this balance was due on March 10, 2024. A payment was remitted on March 18, 2024, in the amount of $109.40, reducing the balance owed at that time to zero. The billing statement dated March 17, 2024, reflected a balance owed in the amount of $116.74 and consisted of monthly recurring charges, a late payment fee, and applicable taxes, and fees.

On March 22, 2024, the payment of $109.40 which was originally remitted on March 18, 2024, was returned by the financial institution as unpaid. As such, the payment amount of $109.40 was returned to the account, updating the balance owed to $226.14. As the balance remained past-due, on March 28, 2024, the account was suspended for non-payment. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date and customers may be charged a $20.00 restore fee for each line up to three lines.

On April 1, 2024, a payment of $109.40 was remitted, reducing the balance owed to $116.74. However, on April 5, 2024, the payment that was originally remitted on April 1, 2024, in the amount $109.40 was returned by the financial institution as unpaid. As such, the payment amount of $109.40 was returned to the account, and a returned payment fee of $15.00 was assessed to the account, updating the balance owed to $241.14. On April 17, 2024, a payment of $109.40 was remitted, reducing the balance owed to $131.74. As the balance remained past-due, however, on April 16, the account was suspended for non-payment.

On April 17, 2024, ***************************** contacted our ************* team and set up a payment arrangement. Payment arrangements are offered as courtesy to customers who are eligible. ***************************** agreed to remit a payment of $65.87 on April 23, 2024, and a payment of $65.87 on May 7, 2024. As a result, the account services were restored on April 17, 2024. The billing statement dated April 17, 2024, reflected a balance owed in the amount of $393.30, which consisted of the past-due balance of $131.74, and new charges in the amount of $261.56 for monthly recurring charges, the above returned payment fees, suspend from restore fees, a late payment fee, and applicable taxes and fees. A payment of $65.87 was remitted on April 23, 2024, reducing the balance owed to $327.43.

On April 30, 2024, the payment originally remitted on April 17, 2024, in the amount of $109.40 was returned by the financial institution as unpaid. As such, the payment amount of $109.40 was returned to the account. Additionally, a returned payment fee of $15.00 was assessed to the account, updating the balance owed to $451.83. Additionally, on May 8, 2024, the payment remitted on April 23, 2024, in the amount of $65,87 was returned by the financial institution as unpaid. As such, the payment amount of $65.87 was returned to the account balance, and T the account was assessed a return payment fee of $15.00, updating the balance owed to $532.70.

As a result of the multiple returned payments, effective May 8, 2024, the account was permanently blocked from making Electronic Check payments. As such, payments were required to be remitted with a credit card or via cash payment at a retail store. The billing statement dated May 17, 2024, reflected a balance owed in the amount of $683.98, which consisted of the past-due balance of $532.70, and new charges in the amount of $151.28 for monthly recurring charges, a late payment fee, and applicable taxes and fees. As payment was not received and the balance remained past-due, on May 17, 2024, T-Mobile suspended the account.

***************************** contacted our ************* team on May 17, 2024, regarding their account suspension. At that time, T-Mobile advised ***************************** that their account was permanently blocked from making Electronic Check payments due to the multiple returned payments, and we advised ***************************** they may remit a cash payment at any T-Mobile store location. As a courtesy to ******************************************************************** temporarily restored the service on the same day without a payment remitted, and advised ***************************** about the applicable restore from suspension fees of $20.00 per line plus taxes, for up to three lines. As a payment was not received, T-Mobile suspended the accounts ability to place non-emergency outbound calls on May 22, 2024.

On May 29, 2024, ***************************** contacted our ************* team, and agreed to remit a payment of on May 31, 2024. At that time, T-Mobile manually restored the service without a payment remitted. Regrettably, a payment was not remitted, and on June 5, 2024, T-Mobile once again suspended the account's ability to make non-emergency outbound calls.

On June 13, 2024, ***************************** contacted our ************* team and indicated they could not remit a payment until June 21, 2024. As a courtesy, T-Mobile restored the service without a payment, and advised ***************************** of the restore from suspend fees. However, as payment had not been remitted and the account carried a rolling past-due balance, on June 16, 2024, T-Mobile completely suspended the service. The billing statement on June 17, 2024, reflected a balance owed in the amount of $908.78. This amount consisted of a past-due balance of $683.98 and new charges totaling $224.80 for monthly recurring charges, restore from suspend fees, a late payment fee, and applicable taxes.

On June 20, 2024, ***************************** contacted our ************* team and indicated they could not remit a payment until June 28, 2024. Our ************* team restored the service without a payment, and advised ***************************** of the restoration fees. However, as a payment was not received, and the balance remained past-due, on June 30, 2024, T-Mobile canceled the above account due to non-payment.

Please note, porting is the process of transferring a phone number from one service provider to another. Customers initiate a port request by contacting their new provider and providing them the necessary information from their current provider. Once the new provider initiates the port request with the correct required information, the phone number is transferred to the new provider. Upon completing the port, the phone number is automatically cancelled with the previous service provider. Please note, a phone number must be in an active status to process a port-out request. If a phone number is cancelled before completing a port-out, the line must be reactivated in order to process a port-out.

On July 1, 2024, a request to transfer service was received. for the lines ending in 5454 and 3411. However, As the lines ending in 5454 and 3411 were cancelled due to non-payment, our ************* team advised ***************************** that they must remit a payment for the past-due amount of $683.98 to resume their service, at which time the lines would be eligible to be ported out to another service provider. As a payment was not remitted at that time, the service remained cancelled.

Upon speaking with ***************************** on July 5, 2024, we advised them of the above information We advised ***************************** that service restoration would require payment via credit card, debit card or cash at a store location, and advised that once the payment was fulfilled, the account could be resumed, and they then may process a port-out if desired. We regret any inconvenience to *****************************.

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

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

Very truly yours,

T-MOBILE USA, INC.

Baby Trindle
Executive Response
Initial Complaint
Date:07/02/2024
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.
To Whom It May ********* am writing to file a formal complaint against ***** Mobile for repeated unauthorized charges and poor customer service that has severely impacted my ability to communicate.Over the past few months, I have noticed multiple charges to my account from ***** ********************** each month. These charges are significantly more than the agreed-upon monthly rate for my service plan. I have made several attempts to contact ****** customer service department to resolve these discrepancies and request refunds for the unauthorized charges. However, all of my attempts to reach customer service have been unsuccessful. I have been placed on hold for extended periods and, on several occasions, the call was disconnected without any resolution.In addition to the billing issues, I am now facing an even more serious problem. After repeatedly trying to contact ***** for a refund and an explanation, my phone number has been suspended without any prior notice or explanation. This suspension has left me without a reliable means of communication, which is particularly distressing as my phone number is essential for both personal and professional purposes.I believe that ***** Mobiles actions are not only unprofessional but also unethical. Their failure to address my billing concerns and the subsequent suspension of my phone number is unacceptable. I am seeking immediate intervention from the Better Business Bureau to resolve this matter. Specifically, I request the following actions:1.A thorough investigation into the unauthorized charges on my *********** full refund for all unauthorized charges.3.Immediate reinstatement of my suspended phone number.4.Assurance that such issues will not recur in the future.I have attached copies of my billing statements and any relevant correspondence with ***** Mobile for your review. I appreciate your prompt attention to this matter and look forward to a resolution.Sincerely,
Business Response
Date: 07/09/2024
July 9, 2024

FILED ELECTRONICALLY

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

Re:***************
Your File No. 21933246

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 2, 2024, regarding the above-referenced file number.

Upon review, T-Mobile has confirmed *************** is not a T-Mobile customer and may be a ***** ********************** customer. We respectfully request you forward this correspondence to ***** 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
Initial Complaint
Date:07/02/2024
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.
In February I downgraded my wireless plan from Magenta *** to Magenta to save money. The savings was to be approximately $30 a month. My new rate was to be roughly $155. This was communicated to me by the T-Mobile representative. She even confirmed that a promotional discount that was on my plan would carry over to the new plan. Each of the last fours months I have been billed $194, which is more than I was paying before I changed plans. How is it possible to downgrade a plan and pay more? After the first month I was told it takes at least one billing cycle before the change would be made and was assured that it would be corrected the next billing cycle. Since then I have been giving numerous excuses as to why the change hasn't been made. Each month I have spent 2-4 hours chatting with the company to get this resolved. I am always promised it will get resolved the next billing cycle, I've been given a case number as assurance that it has been corrected and promised follow-up calls, which never happen. Each month the conversation needs to start at the beginning as they seem to have no recollection of the problems that have been going on for months. I spent four hours chatting with them this past Sunday and as I explained if I did not hear back from them within two days I would be filing a claim with the BBB, for starters, and then most likely taking legal action through small claims court. As expected I have have not heard back from them.
Business Response
Date: 07/16/2024
July 16, 2024

FILED ELECTRONICALLY

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

            Re:      *************************
T-Mobile Account Holder: *********************
                        Your File No. 21933178
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 2, 2024, regarding the above-referenced account. Please be advised the account holder of record is *********************, and ******************* has been designated as an authorized user on the account.
********************** regrets any concerns ************************* may have regarding their account and appreciate the opportunity to respond. Our records indicate that on September 27, 2022, the account was activated with five lines of service,ending in 4294, 2196, 4594, 6304, and 1973, and subscribed to the T-Mobile Magenta *** rate plan at $150.00 per month for the first two lines of service with each additional at $35.00. The account was also enrolled in our Insider Hookup discount that provides a 20% discount off the rate plan cost that is applied as a bill credit after any applicable AutoPay discount as long as the account remains on a qualifying rate plan. Additionally,the account is taking advantage of several Equipment Installment Plan (EIP) offerings for equipment associated with the lines ending in 2196, 6304, 1973, 4294 and 4594 for a combined monthly installment cost of $13.75 after promotional Recurring Device Credit (RDC).
Please note, the account is currently enrolled in AutoPay. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. When enrolled into AutoPay the account qualifies to receive a $5.00 discount per eligible line of service up to eight lines when subscribed to an eligible rate plan and utilize a stored debit card or checking account.

Additionally, ************************* was permitted to retain the "2022 Line On Us P2"promotion, which offers the third line free on Essentials, Magenta, Magenta **** or Business Unlimited plans. This promotional period was active from January 13, 2022, to January 4,2023. The bill name for this promotion is listed as "2022 Line On Us P2/ Line Discount ********,"with the Offer ID being *****/*******. It was noted that no further discounts were extended during this offer period.
In ************************* correspondence with your office, they reported being offered a Magenta Plan for $155.00 a month, which would represent a savings of $30.00, with the assurance that they would not lose their free line. Currently,they are being billed $193.75. ************************* also noted that several callbacks were promised but not executed.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any ********************** employee failed in any way to display that during ********************* recent contact with our Customer Care.
Upon review of the account,on February 27, 2024, it was determined that ************************* was presented with the Magenta rate plan options as follows:
For a single line, the pricing is set at $70.00 with AutoPay enabled, and $75.00 without AutoPay.
For two lines, the cost is $120.00 with AutoPay, and $130.00 without AutoPay.
For lines three through eight, as additional lines were to be priced at $20.00 per line with AutoPay, and $25.00 per line without AutoPay.
T-Mobile records confirm that, as of March 28, 2024, ************************* is subscribed to the Magenta rate plan for $130.00 per month, for the first two lines with each additional line at $25.00 per line, per month. Regrettably,the Insider Hookup discount was unenrolled from the account as the Magenta rate plan is not an ineligible plan.

On July 4, 2024, our office contacted ************************* and informed them of the above information. To amicably resolve ***************************** concerns,T-Mobile issued a one-time credit of $216.00. This credit represents the difference of the Insider Discount of $36.00 over six months, due to the plan change stated above. Additionally, ************************* was reverted to their original plan, Magenta ***, at $189.75, which includes taxes and fees and the Insider Discount of 20%, resulting in an updated account credit balance of $71.71. T-Mobile regrets any inconvenience caused 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: 07/16/2024

Complaint: 21933178

I am rejecting this response because:
Until I see that my plan has been moved to Magenta *** and billed correctly for several months the complaint needs to remain open. Since February I have been promised a certain billed amount and have yet to see it. Until I do the complaint needs to remain open.

Sincerely,

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

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