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

• 

  VoiceStream Wireless, Inc.

  1 Concourse Pkwy Ste 500 Atlanta, GA 30328-5346

• 

  T-Mobile

  7741 Gateway Ln NW Ste 100 Concord, NC 28027-5412

• 

  T-Mobile USA, Inc.

  4851 Whitesburg Dr SE Ste F2 Huntsville, AL 35802-1626

• 

  T-Mobile USA, Inc.

  1015 Us Highway 72 E Ste D Athens, AL 35611-4334

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

• Initial Complaint

  Date:06/28/2024

  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.

  I upgraded my phone and sent my old phone in perfect condition, the warehouse claimed it was damaged ( only way that could have happened was in shipping), they refuse to honor our contract for a credit monthly for the new phone, based on the the warehouse claiming damage, that did NOT exist. Now I'm out my old phone and they are charging me full price for the new one.... I've heard this is happening to other T-mobile customers.They are also refusing to return my OnePlus 9 pro phone and will not replace it with the same phone or anything else.

  Business Response

  Date: 07/08/2024

   
  
  July 8, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************ 200
  *****, ID *****
  
  Re:**********************************************
  T-Mobile Account Holder: ******************************************
  Your File No. 21915930
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 28, 2024, regarding the above-referenced account.  Please be advised our office has confirmed that ************************************** and ****************************************** are one and the same.
  
  T-Mobile regrets any concerns ************************************** may have experienced regarding their handset promotion, and we appreciate the opportunity to respond.  T-Mobile records indicate on February 2, 2024, *****************************-Bellamie took advantage of our Equipment Installment Plan (***) with the purchase of a ******* Galaxy S24 Ultra 512GB handset.  *****************************-Bellamie was not required to remit a down payment; however, they remitted a payment in the amount of $85.20 for the applicable taxes on the full retail price of the device.  ************************************** then agreed to a series of ************************** the amount of $59.17.  
  
  *****************************-Bellamies purchase of the ******* Galaxy S24 Ultra 512GB handset qualified for our ******* Trade ********: $500 off with Trade promotion.  With this offer, eligible customers could get $500.00 off a ******* Galaxy handset via a monthly Recurring Device Credit (RDC) when they purchased it via ***, trade-in a qualifying handset, while subscribed to a qualifying rate plan.  ************************************** traded in a OnePlus 9 Pro 256GB handset with an estimated value of $55.00.  As such, the above *** received a monthly RDC in the amount of $18.55.  Please note, if a customer has an open *** and the account is canceled, any promotional offers are removed and future RDCs forfeited, and any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement.  This information is disclosed within the *** agreement provided at the time of purchase.
  
  Our records confirm on February 18, 2024, the OnePlus 9 Pro 256GB handset remitted for trade-in was received by the T-Mobile warehouse.  However, due to an inadvertent error, the trade-in was not updated as received in regard to the ******* Trade ********: $500 off with Trade promotion.  Please note, our records do not include the OnePlus 9 Pro 256GB handset being received with damages that would disqualify the above ******* Trade ******** promotion.
  
  On April 3, 2024, T-Mobile sent a text message to *****************************-Bellamie advising the trade-in OnePlus 9 Pro 256GB handset was not received.  As a result, on April 10, 2024, the above-mentioned ******* Trade ********: $500 off with Trade promotion was removed from *****************************-Bellamies account.
  
  ************************************** spoke with ************* on May 27, 2024, to initiate a handset research form for the status of their returned trade-in handset.  This investigation was completed later on the same day.  However, the handset return was unable to be confirmed.
  
  Upon speaking with ************************************** on June 30, 2024, we advised them of our findings.  In an effort to amicably resolve their concerns our office confirmed the qualified OnePlus 9 Pro 256GB handset trade-in was successfully received on February 18, 2024.  As a result, the previously removed ******* Trade ******** promotion was manually enrolled, and on July 2, 2024, our office confirmed the promotion is once again enrolled and provides a RDC in the amount of $21.44.  Additionally, our office applied a one-time credit of $64.32, equivalent to the three missed promotion credits, revising the account balance to $164.19.  T-Mobile regrets any inconvenience to *****************************-Bellamie.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************. 
  
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  *******************************
  Executive Response

• Initial Complaint

  Date:06/28/2024

  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.

  Good day,My mother made payments and purchased a brand new phone (iPhone 8) from T-Mobile, over the course of two years. The phone is paid for in full. The total was over close to $1000.00, rounded up. Currently, without any issues on her part, this phone does not keep a charge. If used at any point, the phones charge will dissipate, in a matter of hours. The only alternative offered by T-Mobile about this was:1. Pay for insurance 2. Purchase a new phone Unacceptable. We paid FULL PRICE and this phone should work, for many more years. It is unconscionable that T-Mobile requires that their customers either purchase a new phone, or pay additionally for insurance. This given that customers pay full price for the phone.I am applied that this company is so insensitive to the failings of products that THEY pedal and sell.

  Business Response

  Date: 07/11/2024

  July 11, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************ 200
  *****, ID *****
  
  Re: ***********************
  T-Mobile Account Holder: **************************
  Your File No. 21915698
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 28, 2024, regarding the above-referenced account.   
  
  T-Mobile regrets any concerns *********************** may have regarding the performance of their Apple iPhone 8 64GB handset, and we appreciate the opportunity to respond.  T-Mobile records indicate on May 10, 2018, *********************** took advantage of our Equipment Installment Plan (EIP) with the purchase of an Apple iPhone 8 64GB handset bearing International Mobile Equipment Identifier (IMEI) number ending in 5558 at the retail price of $699.99.  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 monthly installments.  *********************** was not required to remit a down payment; however, they remitted a payment for the applicable taxes on the full retail price of the device.  *********************** then agreed to a series of ************************** the amount of $29.17 and a 24th and final installment of $29.08.  
  
  By purchasing T-Mobile equipment, *********************** received a one-year Limited Warranty provided by the manufacturer of their device.  During the Limited Warranty period, *********************** was eligible to receive an advanced replacement of their device via *********************** Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.  Under the Handset Exchange Program, T-Mobile provides a replacement handset of the same or equivalent model, with a service warranty processing fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.
  
  Please be advised, customers also have the option to subscribe to T-Mobiles device protection plan provided by Assurant, Protection 360, within the first 30 days of purchasing a new device.  Upon review, T-Mobile found *********************** is not subscribed to Protection 360 on their phone number ending in 0687.  Furthermore, as *********************** purchased their Apple iPhone 8 64GB handset on May 10, 2018, this handset is no longer within the one-year warranty period.
  
  As ***************** handset is no longer within the one-year warranty period, they may contact T-Mobile directly at ************** for troubleshooting or to discuss options to purchase a new handset.  *********************** may also contact the manufacturer to discuss the possibility of repair or replacement options. Additionally, AppleCare/AppleCare+ customers may explore support options by contacting Apple at ************** or visiting *********************************************;
  
  On July 1, 2024, our office spoke with *************************, an authorized user designated on the account, and apprised them of the information above.  Following this, T-Mobile discussed the $315.00 off Apple iPhone 13 or Apple iPhone SE 3rd Generation with Trade Any Condition (Apple Trade ********* promotion.  From June 6, 2024, and for a limited time, customers with select ********** Compatible Devices can get $315.00 off (via a one-time trade-in credit and Recurring Device Credits (RDC) or RDC only) when they trade in an eligible device (including broken trade-in devices) and purchase a new Apple iPhone 13 or Apple iPhone SE 3rd Generation handset on EIP on an eligible rate plan.  Unfortunately, ************************* declined to take advantage of this offer as they indicated they did not wish to pay any amount for a new device.  
  
  Should ************************* or *********************** choose to move forward with the offer mentioned above within 30 days from July 1, 2024, or before the promotional window expires (whichever comes at a later date), they may contact our office at the number provided below.  T-Mobile regrets any inconvenience to ************************* and ***********************. 
  
  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: 07/11/2024

   
  Complaint: 21915698
  
  I am rejecting this response because: 

  The only option given was to purchase a new phone. That is not an option, after having paid full price for a phone over several years, and after having been a customer first SPRINT, for over two decades and then T-Mobile once it acquired SPRINT, the ability for T-Mobile, to do better isnt doing here.

  We will consider other options availible with other carriers, that offer FREE PHONES as part of their customer service commitment.

  THAT is why this response is NOT accepted. 

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

• Initial Complaint

  Date:06/28/2024

  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.

  On 6/24/24 I received a notice that a payment to T-Mobile was posted in my account for *******. I immediately contacted their customer service and asked them to reverse the transaction because it is fraudulent, and I do not have an account with them, nor do I owe them money. They located the payment on their system and told me that they could not cancel the transaction, only the person who stole my card information could call and cancel it because it was their account, and I was not an authorized party. I explained the obvious that I was calling because my card information was stolen, and the payment is fraudulent. The next person I talked to told me that they could not refund my payment because the person who stole my card information had a past due balance on their account. Basically ********************** confirmed that the funds were credited to an account that I have no affiliation with, they acknowledged the card used was in my name, and they refuse to refund me the money stolen from my account because the person who stole it, their client, has a past due balance on the account.

  Business Response

  Date: 06/29/2024

  June 29, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************ 200
  *****, ID *****
  
  Re: *************************
  Your File No. 21915667
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 28, 2024, regarding the above-referenced file number.   
  
  T-Mobile regrets any concerns ************************* may have experienced, and we appreciate the opportunity to respond.
  
  Please be advised the ************************ (***) has a process in place for consumers who are disputing bank transactions.  ******** or credit card account holder must dispute the unauthorized payment(s) through their financial institution directly.  Adherence to the *** process prevents additional unauthorized transactions, enables the financial institution to address the unauthorized transactions fees, and enables the *** to track identity theft occurrences and keep the public informed on new scams.  As such, ************************* was advised to dispute the charges with their financial institution.
  
  T-Mobile regrets any inconvenience to *************************.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************. 
  
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  *****************
  Executive Response
  

• Initial Complaint

  Date:06/28/2024

  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.

  They have sent me to a collection agency and are billing me for charges that I do not owe.I have copies of the billing statements I received and the letter received from the collection agency.They said Only 2 months. They made me buy one of their phones and pay 25 dollars. The confusion was that I could put it on my discover credit card and I was not told the fine print.  The second girl was not right and said it had to come from my checking account on auto draft. My statement now shows that I was charged both on my discover card and by auto pay showing the money was taken directly from my checking account. I should have went to Consumer Cellular. All this frustration is ridiculous. They were trying to charge me on both my discover and auto draft it out of my account. Everyone was rude.  My son was on the family plan with me I tried to return the phone and get a refund. Then they said my account was locked and that I could not change my phone number because it was locked and I would still be charged which is confusing.  I did not understand why I had to buy a phone and they then told me the fine print states I had to buy the phone which I was not aware of.  They are also trying to charge me for using my iphone and they also are trying to charge me for switching to another company.   When I tried to get a refund they told me that I had to have the refund put on my discover card.  ******** is where I live and their store is way up town they said my son would have to bring my credit card and then told me I had to drive back up but now they refused to even talked to me.

  Business Response

  Date: 07/11/2024

   
  
  July 11, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************ 200
  *****, ID *****
  
  Re:*********************************
  Your File No. 21904318
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 28, 2024, regarding the above-referenced account.   Please be advised that 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 the account, and we appreciate the opportunity to respond.  Our records indicate that the above referenced account was activated on February 20, 2024, with two voice lines of service ending in 7642 and 9880 on our Essentials 55+ rate plan at a cost of $65.00 monthly.  Please note *************************** account was enrolled in AutoPay on February 20, 2024.  AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.  Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay.  
  
  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 for using AutoPay. 
  
  Starting in May 2023, T-Mobile began notifying customers about changes to the program for AutoPay credits.  The majority of our customers use their bank account or debit card for AutoPay and will continue to receive a credit.  However, customers enrolled in AutoPay with a credit card or through Apple Pay or ****** Pay must change their AutoPay payment method on file to a debit card or bank account to continue receiving the AutoPay monthly credit.  Any customers impacted by this change will receive multiple notifications, via text message and bill message, before the credit is discontinued advising them how to keep receiving the AutoPay credit.  T-Mobiles AutoPay Terms and Conditions (found at ****************************************************************************************) expressly state that they may be updated at any time and that changes become binding once posted to the T-Mobile website.
  
  Customers on eligible rate plans can learn more about AutoPay and the credit program by reviewing our online resources at ********************************************************************; It is important to note that the standard monthly rate plan cost and terms for voice, text and data remain unchanged.  Customers are also free to continue using a credit card as a payment method for AutoPay; however, they will not qualify for the AutoPay credit.
  
  *************************** account was 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.  *************************** billing cycle runs from the 21st of one month through the 20th of the next month.  Notice of the monthly recurring charges and feature charges are available on or around the 24th of the month, and those charges are then due on or around the 13th.  
  
  T-Mobile records indicate on February 20, 2024, ********************************* took advantage of our Equipment Installment Plan (***) with the purchase of a ******* Galaxy A15 5G handset for the line ending in 9880.  ********************************* was not required to remit a down payment; however, they remitted a payment in the amount of $22.80 for the applicable taxes on the full retail price of the device.  ********************************* then agreed to a series of ************************** the amount of $9.50.  It should be noted that *************************** account also qualified for the Smartphone Activate ********:  Android:  Free Smartphone with New Voice Line promotion and was receiving a Recurring Device Credit (RDC) of $9.50 thus reducing the monthly cost for the ******* Galaxy A15 5G handset to zero. 
  
  The billing statement dated February 21, 2024, reflected a balance of $77.08 which included rate plan charges.  T-Mobile records reflect a payment in the amount of $77.08 was completed on March 11, 2024.  The billing statement dated March 21, 2024, reflected a balance of $67.04 which included rate plan charges.  On March 27, 2024, a credit was issued in the amount of $9.50 thus updating the balance to $57.54.  T-Mobile records confirm that a payment in the amount of $77.08 was returned on April 9, 2024, thus updating the balance to $134.62.  Our records confirm that a payment was made in the amount of $67.04 on April 11, 2024, thus updating the balance to $67.58.  
  
  Our records indicate that *************************** line ending in 9880 was ported out to another carrier on April 19, 2024, thus leaving the line ending in 7642 active on the account.  Porting is the process of transferring a phone number from one service provider to another.  
  
  The billing statement dated April 21, 2024, reflected a balance of $148.67, which included a past due balance of $67.58, current rate plan charges, equipment charges, and a late fee.  Our records indicate that on May 11, 2024, a payment was made in the amount of $148.67.  That payment was then returned back to T-Mobile on May 15, 2024, thus resulting in a $30.00 returned payment fee, thus updating the balance to $178.67.  
  
  Like other wireless operators and most retailers, T-Mobile assesses a fee if a payment is dishonored or returned.  The fee helps us recover the costs charged by banks when processing such a transaction, our staffs working of the returned payment and notifying the customer of the matter.  If a check, electronic funds transfer, or any other payment is dishonored or returned, T-Mobile will charge the T-Mobile account holder a returned payment fee as permitted under applicable state law that will not exceed $35.00.  In the event of a returned payment, we may also require another payment method and/or immediately suspend or cancel service.  T-Mobile accepts several payment methods, and payments can be made in retail stores, over the phone, on-line or via the mail.  We encourage customers to choose a method that is right for them and prevent returned payments and the application of the fee.  
  
  The billing statement dated May 21, 2024, reflected a balance of $270.91, which included a past due balance of $178.67, current rate plan charges, and a restoral fee.  If a customer has an open *** and the account is canceled, any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement.  This information is disclosed within the *** agreement provided at the time of purchase.  When *************************** account was canceled on June 11, 2024, for non-payment, the remaining *** balance of $199.50 for the line ending in 9880 was accelerated and posted to the final billing statement dated June 20, 2024.  It is T-Mobile's position that the remaining *** balance is valid and owed. 
  
  The most current billing statement dated June 21, 2024, reflects a balance of $421.81, which included a past due balance of $270.91.  Please note that T-Mobile engages third-party collection agencies for pre-collection agency assistance to collect past-due balances.  Although a third-party debt collector contacted *********************************, in this capacity as a pre-collection agency, they did not report this delinquency to any credit bureau and therefore, there should not be any negative information in *************************** credit file. 
  
  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 *************************** recent contact with our retail store location and our Customer Care.  Should ********************************* wish to discuss their concerns with us, they may contact us 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

• Initial Complaint

  Date:06/28/2024

  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.

  I signed up for service with Tmobile early February. Every month, my bill is higher than it should be, so i have to waste time out of my day talking to support to get the issue fixed. It's been 4 times now and there's no resolution from their side, they fix it for the month then next month the bill comes around and it's back to being higher than what we agreed to. I've asked to speak to managers or supervisors and it seems they just pass me around from agent to agent instead of transferring me to someone that can fix it. Isn't there consumer protections for this? They try to overcharge me every month and refuse to fix the issue even after talking to support the past 4 months. I shouldn't have to keep calling them.At this point I'm tired with dealing with Tmobile, I've asked them how I can leave and get fair credit for the phone I traded in but the only option they give me is to forfeit my trade in and pay off my phone in full price. So not only do they try to overcharge me every month but if i leave they get to keep my trade in and offer me $0 for it. I have no idea what else to do, I feel like they're just taking advantage of the fact they hold all the power in the transaction and I'm forced to take a loss.

  Customer Answer

  Date: 07/09/2024

  Hi, this is to let you know that tmobile have resolved the issue with me. Thank you 

• Initial Complaint

  Date:06/28/2024

  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.

  I was contacted by Tmobile about an increase in the bill. I immediately contacted Tmobile to see how I could save money on the bill to avoid disconnecting service all together. Representative spoke to me about switching plans and not removing the data on my iPad Air to avoid more charges. I agreed! My bill went up and I have no data on my iPad. I contacted Tmobile again and the agent tells me I have no iPad Air on my account, and that my plan was never switched from Tmobile magenta military to Tmobile go military. Im sick and tired of wasting my time while these people get paid by the hour to do nothing. I was on the phone for an hour wasted my time so nothing could be done and this new agent wants me to waste another hour of my time while he gets paid to basically do nothing like the other employee. This is draining and now I have an excessive bill because no one can do their job and what they get paid to do all while wasting consumers time and money.

  Business Response

  Date: 07/19/2024

   
  
  July 19, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************ 200
  *****, ID *****
  
  Re:***************************
  Your File No. 21915593
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 8, 2024, regarding the above-referenced account.   
  T-Mobile regrets any concerns *************************** may have experienced regarding their account and we appreciate the opportunity to respond. Our records reflect on March 6, 2009, *************************** activated their account and maintains five voice lines ending in 0593, 9297, 4444, 8789 and 8067 subscribed to our **************** rate plan for $90.00 monthly for the first two lines and $15.00 for each additional line.  The watch line ending in 7096 is subscribed to our tax inclusive Watch data w/ DIGITS rate plan for $15.00 per month and the tablet line ending in 2063 is subscribed to our tax inclusive Magenta Tablet rate plan for $25.00 per month.  In addition, the account is subscribed to the ******* Premium feature for $22.99 and receives a monthly ******* Discount of $6.99.  Lastly, *************************** account is enrolled in AutoPay.  AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.  Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay.  As *************************** is enrolled in AutoPay, the account receives a monthly discount of $5.00 per eligible line while using an eligible payment method.
  T-Mobile records indicate *************************** qualified for and took advantage of our Equipment Installment Plan (***) with the following purchases:
  
  For the line ending in 7096, a ******* Galaxy Watch5 40MM, agreeing to 24 monthly payments of $13.75 on December 10, 2022.  No down payment was required. This device qualified for the 2022 ******* Watch P12: Get a ******* Galaxy Watch5 for $49 with new line activation promotion providing monthly credits of $11.71.
  
  For the line ending in 4444, an Apple iPhone 14 *************** agreeing to 24 monthly payments of $45.84 on May 9, 2023.  No down payment was required. 
  
  For the line ending in 7622, an Apple iPad 10th GEN agreeing to 24 monthly payments of $25.00 on September 13, 2023.  No down payment was required.  
  
  For the line ending in 8067, an Apple iPhone 14 handset agreeing to 24 monthly payments of $30.42 on December 7, 2023.  No down payment was required.  
  
  For the line ending in 2063, an Apple iPad Air 5th GEN agreeing to 24 monthly payments of $30.00 on January 22, 2024.  A down payment of $29.99 was required. This device qualified for the Apple iPad ********: $230 off iPad with New 5GB+ Line (Apple iPad ********* promotion providing monthly credits of $9.59.
  
  For the line ending in 8789, a ******* S24 Ultra handset, agreeing to 24 monthly payments of $54.17 on February 28, 2024.  No down payment was required. 
  The billing statement dated May 21, 2024, reflected a total balance due in the amount of $363.87 for service dates April 21, 2024, through May 20, 2024.  This balance consisted of monthly plan charges, add-on services, and *** charges.
  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 **************** rate plan will increase by $27.00, as of their next bill cycle, June 20, 2024.  *************************** plan type, benefits, and due date will remain the same. 
  Our records indicate on May 31, 2024, *************************** spoke with our ************* team regarding their monthly billed charges.  At this time, *************************** agreed to a rate plan change for their voice lines to the tax inclusive ************* rate plan for $100.00 per month for the first two lines and $20.00 for each additional line effective June 21, 2024, and the tablet line ending in 2063 line was scheduled to be canceled on June 20, 2024. 
  
  T-Mobile records *************************** took advantage of our *** with the purchase the additional purchases: 
  
  For the line ending in 6240, an Apple iPhone 15 *************** agreeing to 24 monthly payments of $50.00 on June 4, 2024.  No down payment was required.  
  
  For the line ending in 9297, an Apple iPhone 14 Plus handset agreeing to 24 monthly payments of $34.59 on June 5, 2024.  No down payment was required.  This device qualified for the Apple Activate ********: BOGO $700 Off with New Voice Line promotion providing monthly credits of $29.17. 
  
  On June 8, 2024, *************************** contacted our ************* regarding an unrelated concern and the scheduled rate plan change was canceled due to an inadvertent error.  As such, the account remained on the **************** rate plan.  Further, on June 11, 2024, a payment of $363.87 was remitted via Autopay, updating the account to a zero balance. 
  
  Our records reflect on June 20, 2024, the tablet line ending in 2063 line was canceled as scheduled.  Subsequently, at the time of cancelation, the Apple iPad ******** promotion was removed from the *** associated with that line of service. 
  The billing statement dated June 21, 2024, reflected a total balance due in the amount of $466.20 for service dates May 21, 2024, through June 20, 2024.  This balance consisted of monthly plan charges, add-on services, and *** charges.
  T-Mobile records reflect on July 9, 2024, *************************** contacted our ************* to inquire about their billing and no data on their tablet line.  *************************** was informed on the cancelation of the tablet line and that they remained on their original plan.  On this same day, the line tablet line ending in 2063 was re-activated and re-enrolled in the Apple iPad ******** promotion.  In addition, account credits totaling $79.16 were applied to the account, updating the balance to $387.04.  On July 11, 2024, a payment of $387.04 was remitted via Autopay, updating the account to a zero balance. 
  
  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 *************************** recent contact with our *************.
  
  On July 14, 2024, our office contacted *************************** and apprised them of the above information.  In addition, *************************** did not wish to change their plan to the ************* rate plan at this time.  T-Mobile regrets and inconvenience to *************************** and we appreciate their feedback.
  
  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: 07/22/2024

   
  Complaint: 21915593
  
  I am rejecting this response because: everything stated was a lie. I was promised a service that I wasnt given and the conversations are recorded. Whether it was an error on the customer service representative is irrelevant. Then they mistakenly canceled service on my IPad which I had to call back in a rectify. Instead of the representative rectifying it he placed the service back on without the promo code it was on whether maliciously or, not. The Tmobile customer service employees are incompetent at their job and whomever called me from Tmobile after me filing a BBB complaint. Was rude, kept speaking over me, and only had excuses justifying all the errors that were made. Now he sends a long email trying to be detailed on anything but what the issue was in the first place. Its disgusting that this is how Tmobile lies and then tries to cover up their lies.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/28/2024

  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.

  I upgraded my wife's phone to an iPhone 15 pro through T-mobile's upgrade website. When that phone arrived it had a scratched screen. After discussing with T-mobile support they said they could send me a replacement iPhone and sent me a return label for the damaged phone. When the new phone arrived I called T-mobile back to make sure I was wiping and packing the phone correctly. I packed the phone in the T-mobile box provided to me with the T-mobile shipping label provided to me. Double checked that I had the phone and the shipping label correct and brought it to *** to ship. I followed the tracking which shows proof that the device has been shipped and received by T-mobile. However, since then T-mobile has not taken off the phone from my account and says I still owe money for the phone. When discussing with several agents they said that they cannot find the device and so I have to pay for this phone. Seeing how I sent the faulty device back with the label and box sent by T-mobile with tracking number saying that it arrived at T-mobile I cannot see how T-mobile losing my phone is my responsibility.

  Business Response

  Date: 07/10/2024

  July 10, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ************************ 200
  *****, ID *****
  
              Re:       *******************
                          T-Mobile Account Holder: ***************************
                          Your File No. 21915584
                          T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 28, 2024,regarding the above-referenced account.  Please be advised T-Mobile records indicate the
  account holder of record is ***************************, and ******************* is designated as an authorized user of the account.
  
  ********************** regrets any concern ******************* has regarding their account and we appreciate the opportunity to respond.  T-Mobile records indicate the account was activated on March 24, 2019, and currently has four voice lines of service ending in 1716, 6148, 5370 and 8552 that subscribe to the Go5G ************* rate plan at a monthly cost of $120.00, for the first two lines of services and $30.00 per a month for each additional line of service.  Additionally, account is enrolled in AutoPay and receives a monthly discount in the amount of $5.00 per eligible line of service.
  
  On May 8, 2024, the account took advantage of our Equipment Installment Plan (***) with the
  purchase of an Apple iPhone 15 Pro handset bearing the International Mobile Equipment Identifier (****)number ending in 9914 for the full retail value of $1,099.99 plus applicable taxes and fees and agreed to a series of ************************** the amount of $45.84 and the final 24 month in the amount of $21.94.  Beginning April 4, 2024, and for a limited time, T-Mobile offered our Apple: $830 off with Trade on Go5G Plus/Next (Apple Trade ********* promotion, where customers get up to $830.00 off the Apple iPhone 15 series, iPhone 14 series, or iPhone SE (3rd Gen) via Fair Market Value (FMV) plus Recurring Device Credit (RDC) or RDC only when purchased on ***, trade in a qualifying phone, and have or switch to a Go5G Plus/Next rate plan. As ******************* met the promotional offer qualifications, the account was set to receive a monthly RDC in the amount of $27.09 while maintaining promotion eligibility.  Please note, at the time of purchase, ******************* provided an Apple iPhone 13 Mini as their trade-in device with an estimated trade-in value of $180.00.
  
  It should be noted, the promotional credits are to be paid out for the full term of the *** with no
  means to speed up their payout.  If the service is cancelled prior to the full 24 months, any remaining promotional credits stop and any remaining open *** balance is accelerated and
  becomes due with the final billing statement.
  
  T-Mobile record reflects, on May 14, 2024, ******************* contacted ************** concerning scratches on the Apple iPhone 15 Pro with **** ending in 9914.  Please note, at that time a new order using our *** offering was processed with the purchase of an Apple iPhone 15 Pro handset with a full retail value of $1,099.99 plus applicable taxes and fees.  ******************* then agreed to a series of ************************** the amount of $45.84 and the final 24 month in the amount of $45.67.  This purchase also qualified for the Apple Trade ******** promotion as such received 24 monthly RDC of $27.09 while maintaining promotion eligibility.  Additionally, a return order was submitted for Apple iPhone 15 Pro with **** ending in 9914 with tracking number 1Z0545229099614431.
  
  On June 4, 2024, the Apple iPhone 13 mini handset bearing the **** number ending in 2347 was received by our trade-in return center, which is designated for trade-in device returns, as such the trade-in credit in the amount of $180.00 was applied to the original order placed on May 8, 2024, for the Apple iPhone 15 Pro with the **** ending in 9914.
  
  T-Mobile records reflect that the tracking number ending in 4431 reflects a return date as of June 6,2024, however, the Apple iPhone 15 Pro with **** ending in 9914 was not scanned into our return center warehouse.  It is important to note per our policy, we are unable to accept tracking numbers as proof of delivery and must wait for the handsets **** to be scanned into our warehouse before it is updated and reflects as returned.  Due to the device not being scanned to our return center warehouse, the *** ending in 9914 remained active.
  
  On June 28, 2024, ******************* contacted our ************* Team to inquire about the delivery status of the equipment mentioned above.  During that time, our Handset Research Team was engaged to further investigate ********************* concerns.  Please be advised it typically can take up to 14 business days for a handset research inquiry to be processed.
  
  On July 10, 2024, T-Mobile contacted ******************* regarding their concerns, and apprised them of our findings mentioned above.  To amicably resolved this matter, T-Mobile closed the remaining *** balance of $860.58 for the Apple iPhone 15 Pro and blocked the **** ending in 9914 to prevent future usage. Additionally, T-Mobile applied a bill credit for $37.50 for the two months paid for the *** started on May 8, 2024.  As of the date of this letter the account remains active with a balance of $196.48 due by July 17, 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

• Initial Complaint

  Date:06/28/2024

  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.

  I decided to get a new phone line on Monday 06/24/24 with t mobile. I got the iPhone 15 pro & the promotion included 3 devices I was told was free with the line. The promotion came with a car tracker, a phone case and unlimited screen protector when needed. I asked over 2 times if these devices were free and nothing more. I was told once again it was included with the plan with no cost. Come to find out Im paying monthly for all my added items that I was told was FREE! I come to say this promotion was not throughly explained properly and I got sucked into a promotion I didnt ask for. I wanted the cheapest bill with nothing more. I got help and got my bill changed to the essential plan which I was told that wouldnt be changed until my NEXT bill aka my second bill. Meaning Im still paying this price I didnt ask for, for the 1st month. After dealing with customer service online and on phone, I STILL needed to enter the store location again trying to get my issue solved. I got an attitude when I entered the store by one employee, pushing me to call 611 for my issue when in reality it was his job to fix my issue in store. Which caused me to enter the store again ANOTHER TIME, ANOTHER DAY & wasting gas for a problem that shouldve been fixed there. All i want is my plan to be simple with all these added devices I DIDNT ask for off my bill. I contacted this company multiple times since 06/24/24 and its only been 1 week with this phone. Im disappointed in the customer service and the plan that wasnt explained properly to me. I was just another customer they wanted quickly in & out the store. I was told after getting my receipt that all the prices of the devices will be cleared & adjusted off my bill once I received my 1st bill. Comes to find out, it wasnt changed. I was charged $107 in store for the phone upfront and now I owe 160 for everything i wanted off & adjusted but still not solved.Take off the equipment charges, give me a simple plan nothing extra.

  Business Response

  Date: 07/11/2024

  July 11, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ************************ 200
  *****, ID *****
  
              Re:      *************************
                          Your File No. 21915310
                          T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 28, 2024,regarding the above-referenced account.  
  
  T-Mobile regrets any concerns ************************* may have experienced regarding the above account, and we appreciate the opportunity to respond.  T-Mobile records indicate that on June 24, 2024, ************************* activated one voice line subscribed to our Go5G Plus rate plan at $95.00 per month and one Mobile internet line subscribed to our SyncUp DRIVE with 2GB high-speed data rate plan at $15.00 per month.  Additionally,************************* added our optional device protection, Protection 360 Tier 5,feature to their mobile number ending in 2399, which includes unlimited in-store screen protector replacements for eligible screen protectors purchased in-store through T-Mobile.
  
  On June 24, 2024,************************* took advantage of our Equipment Installment Plan (***) offering with for the following equipment:
  
  An Apple iPhone 15 Pro handset at the full cost of $999.99 wherein they remitted a required downpayment in the amount of $37.57 and the applicable taxes on the full retail price of the device and agreed to a series of ************************** the amount of $40.11 and a final 24th installment of $39.89.  At the time of purchase, an Apple iPhone XR handset was traded in with a quoted trade in credit of $45.00 for the fair market value of the handset, when received in good working, undamaged condition.  This credit was used at the time of purchase towards the upfront costs.
  A GoTo Tempered Glass Screen Protector for Apple iPhone 15 Pro at the full cost of $39.99 wherein they remitted a required downpayment in the amount of $1.51 and the applicable taxes on the full retail price of the accessory and agreed to a series of ************************** the amount of $3.21 and a final 12th installment in the amount of $3.17.
  A Tech21 Evo Clear Case with MagSafe for Apple iPhone 15 pro at the full cost of $49.99 wherein they remitted a required downpayment in the amount of $1.86 and for the applicable taxes on the full retail price of the accessory and agreed to a series of ************************** the amount of $4.02 and a final 12th installment in the amount of $3.91.
  A SyncUp DRIVE device at the full cost of $108.00 wherein they remitted a required down payment in the amount of $4.06 and the applicable taxes on the full retail price of the device and agreed to a series of ************************** the amount of $4.34 per month.  With this purchase, the *** was enrolled in our SyncUP: Free DRIVE with New DRIVE Line (P542: IoT ********* promotion where customers could receive a free SyncUp DRIVE via Recurring Device Credits (RDC) in the amount of $4.50 when purchase on *** and activated a new Mobile Internet line on an eligible SyncUp DRIVE rate plan while maintaining eligibility.
  
  Beginning April 4, 2024, and for a limited time T-Mobile offered our Apple: $830 off with New Voice Line and Trade (Apple Activate ********* promotion where customers could get up to $830.00 off the Apple iPhone 15 series via a one-time trade-in credit and RDC when purchased on ***, trade-in a qualifying phone, and activate a new voice line on an eligible ONE, Magenta, or Go5G rate plan. As *************************** Apple iPhone XR handset qualified for a $400.00 trade-in tier and met the qualifications for this promotion, they are scheduled to receive a monthly RCD in the amount of $14.80 reducing the monthly installment for their Apple iPhone 15 Pro handset to $25.31 while maintaining eligibility.
  
  As of the time of *************************** new devices purchase, ********************** provided a 14-day return period which allowed them to use the equipment to see if it meets their needs.  If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and,if requested, cancelation of the service and any applicable equipment financing agreement entered at the time of the original purchase. 
  
  *************************** account was billed by a system known as bill current.  This means charges for *************************** rate plan were billed in advance of the service being provided and became due within that billing cycle.  Our records indicate, the billing statement dated June 24, 2024, had a balance of $161.52 due by July 17, 2024.  This balance consisted of monthly service, device protection, and equipment charges billed between May 25, 2024, through June 24, 2024.
  
  Our records reflect ************************* contacted our ************* several times on June *******, to review their rate plan and promotions. 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 *************************** recent contact with our retail location or ************* Team.
  
  On June 26, ************************************ contacted our ************* and requested the ********************** Internet line ending to be canceled which was completed the same day.  Additionally, the SyncUp DRIVE device was returned and the *** was closed.  Furthermore,on June 27, ************************* contacted ************* regarding their bill and was apprised of the above information and was looking to changing their plan to a lower cost plan however they were advised their current rate plan is required for the Apple Activate ******** device promotion.
  
  On July 3, 2024,our office contacted ************************* and to amicably resolve this matter a one-time courtesy credit in the amount of $90.00 was placed on the account to cover the accessory charges which updated the accounts balance to $53.37.  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
  

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21915310
  
  I am rejecting this response because: When I went to return the screen protector & Mag safe case TWICE, both times I was told I can return it and to call 611 for assistance on that. Then I was advised by t mobile if I return both items it would be off my bill. T mobile denied my request and said Im stuck to pay for both until its paid up fully. Credit or not , I did not ask for this service and I shouldve had an option to want these two monthly charges added to my account the day I SIGNED UP FOR THE ****** Instead I was told both were free and later on was forced to pay a a monthly service . & T Mobile thought a credit should make me happy. I am NOT happy. This is my 1st line with T Mobile solo and Im disappointed im sucked into a deal that made me go back in forth several times  the 1st week I received the phone. Im not valued as a customer because my issue was not solved. Just like how I was told the car tracker was free and it wasnt , & I returned it, thats how I expect the case and screen protector to be handed. I return it and its off my bill.  Im stuck with it until its paid off and Im disappointed that not one person can do that for me because I DIDNT NEED a mag case or a screen protector. I dont even use Mag Cases!!!! And I can get a screen protector for cheaper without getting charged MONTHLY for it 
  Sincerely,
  
  *************************

  Business Response

  Date: 07/24/2024

  July 24, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *****, ID *****
  
              Re:      *************************
                          Your File No. 21915310
                          T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 19, 2024,regarding the above-referenced account.  
  
  T-Mobile regrets any continued concerns ************************* may have regarding the account and we appreciate the opportunity to respond. As stated in our previous response, on July 11, 2024, our office offered ************************* a one-time credit of $90.00 to resolve the matter to which they agreed.  On July 3, 2024, ************************* contacted our ************* team regarding the open Equipment Installment Plan (***) agreements for the GoTo Tempered Glass Screen Protector and the Tech21 Evo Clear Case with MagSafe case.  At that time, ************* advised ************************* the $90.00 account credit applied by our office was to resolve *************************** *** concerns.
  
  Please be assured that T-Mobile strives to create great customer experiences. We make every effort to be professional and courteous to our customers, and we apologize if any ********************** employee failed in any way to display that to *************************.
  
  On July 23, 2024, our office contacted ************************* and to amicably resolve the matter, we provided a shipping label via email for ************************* to return the GoTo Tempered Glass Screen Protector and the Tech21 Evo Clear Case with MagSafe case.  T-Mobile advised ************************* to ship them within two weeks of our conversation.  Once our office receives those items, we will close the *** agreements.  Additionally, ************************* agreed to change their rate plan to the Go5G plan for $80.00 a month.  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: 07/24/2024

   
  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:06/28/2024

  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.

  Last November I was on a call with a representative regarding some items on my account then we talked about additional service I was inform that if I add a new service like a watch I would get the equipment and the service would be $10, I have my account on automatic payment. I have reviewing my bill last week and I notice I was getting charge for the equipment when I wasnt supposed too. I called I spoke with the representative and was told that I have the wrong service thats why I wasnt getting the credit and they say they had to switch me, I advise them I was not told that. I requested to speak with a supervisor and the supervisor said the same thing and I mention to him no Im not willing to change the service plan when I wasnt supposed too. I advise I been paying for the 3 equipments I got since December and the supervisor said I will go ahead and summit this issue and we will have it corrected and we will issue the credit for the last 7 months you been paying and the plan will stay the same and I guarantee you dont have to call back I will get in contact with you. I didnt recieve a call for almost a week. I called back to get an update and spoke with ******** and same thing no information and I explain the issue again then she mention they wouldnt be able to refund the funds I asked for a supervisor and ******* (*******) stated that again they would be able to change it to what it was said, the representative must of chosen the wrong plan which I explain thats not my fault. He refused to provide me with the refund of the months which is 7 months I was getting billed for the devices. And stated no notes from the supervisor before and only mention the conversation we had but nothing else. I been with them for over 10 years and its not the first time I have an issue.

  Business Response

  Date: 07/09/2024

    
  
  July 9, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************ 200
  *****, ID *****
  
  Re:     *********************
  Your File No. 21915384
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 28, 2024, regarding the above-referenced account.   ********************** is pleased to note that we have resolved ***************** concerns to their satisfaction.
  
  T-Mobile regrets any concerns ********************* experienced regarding their promotions and we appreciate the opportunity to respond.  Our records confirm on November 22, 2023, ********************* activated three wearable lines of service, which subscribed to our DIGITS Apple Watch 500MB rate plan for $10.00 per month, per line. ********************* also purchased three Apple Watch SE2 devices using our Equipment Installment Plan (EIP) offering.  ********************* was not required to remit a down payment; however, they agree to a series of 24 monthly installments of $12.50 each.
  
  At the time of purchase, T-Mobile offered our Apple Watch ********: $299.99 off SE2 With New Watch Line on Plus (Apple Watch ********* promotion, where customers could get up to $299.99 off an Apple Watch SE 2 via Recurring Device Credits (RDCs), when they purchased the equipment on EIP and activated a new line on an eligible watch Plus rate plan.  As ********************* activated the new lines on our DIGITS Apple Watch 500MB rate plan, they were not eligible for the promotion.  Please note, as of May 22, 2024, the DIGITS Apple Watch 500MB plan is now $12.00 per month.
  
  On July 2, 2024, our office contacted ********************* and provided the above information.  To amicably resolve ***************** concerns, we enrolled the three EIPs in the Apple Watch ******** promotion, which will provide RDCs of $12.50, while maintaining the connected lines of service.  Additionally, we issued one-time account credits totaling $262.50, that will reflect as a credit balance on the billing statement dated July 8, 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
  
  

• Initial Complaint

  Date:06/28/2024

  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.

  T-Mobile has placed my account in collections but I switched due to their issue with data breaches. I have requested on multiple occasions that they remove this from my report because they allowed my personal information to be compromised. I shouldve been allowed to leave without contractual consequences. A company as large as T-Mobile would not stand for the same service they provided from another corporation. I am again requesting that this penalty be removed and taken off of my credit report in good standing.

  Business Response

  Date: 07/10/2024

   
  
  July 10, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************ 200
  *****, ID *****
  
  Re:*******************************
  Your File No. 21915379
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 28, 2024, regarding the above-referenced account.  Please be advised we have made attempts to contact *******************************, which have proven unsuccessful. Therefore, we will make every effort to address ************************ concerns within this correspondence.
  
  T-Mobile regrets any concern ******************************* has regarding their account and we appreciate the opportunity to respond.  T-Mobile records indicate the account was activated on February 11, 2012, and had five voice lines of service ending in 4613, 5323, 8413, 9419 and 5071, which were subscribed to the One Plan rate plan at a monthly cost of $180.00, plus taxes and fees including all lines.  Additionally, the lines ending in 5071, 5323 and 1941 were subscribed to the Protection 360 Tier 5 TE feature for $18.00 per a line, per a month.  Please note, the line ending in 8413 subscribed to the Device Protection Tier 5 TE for $14.00 per a month.
  
  On July 23, 2021, ******************************* qualified for and took advantage of T-Mobiles Equipment 
  Installment Plan (***).  T-Mobile records reflect ******************************* purchased an Apple iPhone 11 handset with International Mobile Equipment Identifier (IMEI) number ending in 2759 at the full retail price of $599.99.  At the time of purchase, ******************************* was not required to remit a down payment but paid the taxes on the full retail price of the handset.  ******************************* also agreed to a series of ************************** the amount of $25.00 and a 24th and final installment in the amount of $24.99.
  
  In mid-August of 2021, T-Mobile was informed of claims made in an online forum that a bad actor had compromised T-Mobile systems.  We immediately began an exhaustive investigation into these claims and brought in world-leading cybersecurity experts to help with our assessment. 
  Subsequently, we confirmed that T-Mobiles systems were subject to a criminal cyberattack that compromised data of our customers, former customers, and prospective customers.  The breach 
  did not expose any financial information, credit card information, debit, or other payment information but some social security numbers (SSN), name, address, date of birth and 
  government ID information was compromised.  For more information they can log into their My T-Mobile account or visit *************************************************************.
  
  As we moved quickly to protect our customers, we also want to encourage and equip them to 
  protect themselves.  While no social security numbers, passwords, PINs, payment card 
  information or other financial account information were exposed, we encourage all T-Mobile customers to regularly take steps to keep their accounts secure including being mindful of 
  phishing attempts.
  
  On December 16, 2021, ******************************* purchased an Apple iPhone 12 handset without ***, with IMEI number ending in 0126, at the full retail price of $729.99.  At the time of purchase, ******************************* was not required to remit a down payment but paid the taxes on the full retail price of the handset.  ******************************* also agreed to a series of ************************** the amount of $24.34 and a 30th and final installment in the amount of $24.13.
  
  On December 28, 2021, ******************************* purchased an Apple iPhone 12 handset with our ***, with IMEI number ending in 1419 at the full retail price of $729.99.  At the time of purchase, ******************************* was not required to remit a down payment but paid the taxes on the full retail price of the handset.  ******************************* also agreed to a series of ************************** the amount of $24.34 and a 30th and final installment in the amount of $24.13.
  
  Please be advised if a customer has an open *** and the account is canceled, any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the *** agreement provided at the time of purchase.
  
  T-Mobile records, reflects on January 31, 2022, the line ending in 9419 was cancelled, as per ************************ request.  Then, on February 4, 2022, the mobile numbers ending in 4613, 5323, 8413 and 5071 were cancelled when the lines of service were ported to another service provider.  Pursuant to T-Mobile policy, customers are responsible for all charges through the end of their service term.  Accordingly, ******************************* was billed through February 19, 2022.
  
  It is important to note that ************************ T-Mobile account was billed in arrears, which ran from the 20th of one month to the 19th of the following month.  This means charges for ******************************* rate plan were billed after the service was used and became due approximately three weeks after that billing cycle closed. 
  
  The billing statement dated February 20, 2022, reflected a total balance due of $2,055.51. The new charges consisted of services from January 20, 2022, through February 19, 2022, totaling $269.55, and accelerated *** charges of $1,785.96, due by March 12, 2022.
  
  The billing statement dated March 20, 2022, reflected a total balance due of $2,080.51 which included a past due balance of $2,055.51 and new charges totaling $25.00.  The new charges consisted of a late payment fee of $25.00.  The final billing statement dated April 20, 2022, reflected a total balance due in the amount of $2,080.51.  This balance consisted of a past due balance in the amount of $2,080.51.
  
  As ******************************* account remained in a delinquent status and T-Mobiles internal collection efforts were unsuccessful, which included billing notifications to the billing address of record, and calls, on June 29, 2022, ******************************* account was referred to an outside collection agency, ************************** with a balance of $2,080.51.  Although T-Mobile does not 
  report information directly to any of the credit bureaus, the third-party collection agencies to 
  which accounts are assigned, may.  The account may be reported to the credit bureau while a balance remains outstanding.  As payment in full was not remitted, the account was referred to multiple outside collection agencies, and as of June 29, 2024, the account resided with Source Receivables Management.
  
  Please note, our review of the account confirms ******************************* was billed in accordance with the selected rate plan, features, equipment, and applicable taxes and fees.  As such, we find the total balance of $2,080.51 to be valid and owed.
  
  T-Mobile would like the opportunity to speak with ******************************* and work toward an amicable resolution.  We request ******************************* contact our office directly at the number below to discuss this matter.  T-Mobile records 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