Business Profile

Mobile Phone Service

Metro by T-Mobile

Headquarters

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Complaints

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

Customer Complaints Summary

4,178 total complaints in the last 3 years.
1,216 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:12/27/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went in to Metro pcs a month ago and both a phone. The phone has issues so I went back within 4 days and requested that they exchange the phone or get me a new one as the one I have is defective. The agent told me that she had to put in a request for approval and it would take 2 days. Fast forward a month later and when I call or go by to check what's going on no one has a clue and the metro pcs store that I went to has since been sold
Business Response
Date: 01/05/2024

January 4, 2024

FILED ELECTRONICALLY

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

Re:      *****************************
Your File No. 21060031
                        Metro by T-Mobile Account No. *********

To Whom It May Concern:

Metro by T-Mobile is a brand operated under ******** USA,Inc. (********). As such,
******** provides a response on behalf of Metro by T-Mobile. ******** and Metro by
******** may sometimes be referred to herein,collectively, as ********. ******** is in receipt of your correspondence dated December 27, 2023, regarding the above-referenced account.

******** regrets any concerns ***************************** may have experienced with their warranty exchange, and we appreciate the opportunity to respond. A review of ******* HugginsMetro by T-Mobile account shows the account was activated on October 20, 2019,and has one line of service ending in 0828. This line is subscribed to our $50.00 Unlimited LTE service plan,which provides unlimited talk, text, and high-speed data for $50.00 per month. This line is additionally subscribed to our optional Premium Handset Protection feature for $3.00 per month.

Metro by T-Mobile provides a warranty on devices up to 12 months from the initial purchase date. If the device does not work properly when received or stops functioning for any reason covered by the warranty, customers may bring their device to a ********************** store or authorized dealer. If the problem is deemed to be in warranty, a replacement phone will be ordered, which can take up to five business days. Please note, all warranty options exclude exchanged phones that show signs of physical or liquid damage or that are no longer within the manufacturers warranty.

Our records show on November 24, 2023, ***************************** activated a ******** Revvl 6x 5G handset, but do not show any further contacts past this date. Please be advised, Metro by
******** authorized dealers are independently owned and operated, and Metro by T-Mobile is solely the service provider. As such, we are unable to view any transactions completed in-store. Should ***************************** have placed a warranty replacement order at a Metro by T-Mobile authorized dealer that is no longer in operation, we encourage them to visit an alternative Metro by T-Mobile retail location in their area to place a new warranty replacement order. Once placed,***************************** will receive a notification from the retail location once the warranty device has been received to return and complete the exchange. ******** regrets any inconvenience to ******************************

Based on the foregoing, we respectfully request that this complaint against ******** be closed.

Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6:00 a.m. 2:00 a.m. CST. If you have any questions, please do not hesitate to contact our office at the address listed below.

Very truly yours,

METRO BY T-MOBILE

*************************
Executive Response
Customer Answer
Date: 01/05/2024

Complaint: 21060031

I am rejecting this response because:
They clearly can see that I bought the phone so they can see when the warranty was placed
Sincerely,

*****************************
Business Response
Date: 01/22/2024

January 22, ****

FILED ELECTRONICALLY

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

Re: *****************************
Your File No. 21060031
Metro by T-Mobile Account No. *********

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********). As such,
******** provides a response on behalf of Metro by T-Mobile. ******** and Metro by
******** may sometimes be referred to herein, collectively, as ********. ******** is in receipt of your newest correspondence dated January 5, ****, regarding the above-referenced account.

******** regrets any continued concerns ***************************** may have experienced with their warranty exchange, and we appreciate the opportunity to respond. Our records show on November 24, 2023, ***************************** activated a ******** Revvl 6x 5G handset and the line remains active with the $50.00 Unlimited LTE service plan, and the $3.00 Premium Handset Protection feature for a total cost of $53.00. As Metro by T-Mobile provides a warranty on devices up to 12 months from the initial purchase date. If the device does not work properly when received or stops functioning for any reason covered by the warranty, customers may bring their device to a ********************** store or authorized dealer. If the problem is deemed to be in warranty, a replacement phone will be ordered, which can take up to five business days. Please note, all warranty options exclude exchanged phones that show signs of physical or liquid damage or that are no longer within the manufacturers warranty.

Our office was unable to locate any recent contacts or validate that the account has been accessed by a retail agent. We regret any concerns that ***************************** may have had. However, after further review, if the device is having further issues we recommend that *************************** return to a retail location, they can search for one by accessing ****************************************************************************;

As ******** authorized dealers are independently owned and operated, and Metro by T-Mobile is solely the service provider. As such, we are unable to view any transactions completed in-store. However, we are able to validate if a new device is added to the account.

On January 22, ****, our office has confirmed that ***************************** has made no recent calls and furthermore has not completed the warranty exchange as of yet. If they have placed a warranty replacement order at a Metro by T-Mobile authorized dealer that is no longer in operation, we encourage them to visit an alternative Metro by T-Mobile retail location in their area to place a new warranty replacement order. ******** regrets any inconvenience to ***************************** and we appreciate the opportunity to address this concern.

Based on the foregoing, we respectfully request that this complaint against ******** be closed.

Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6:00 a.m. 2:00 a.m. CST. If you have any questions, please do not hesitate to contact our office at the address listed below.

Very truly yours,

METRO BY T-MOBILE

***********************
Executive Response
Customer Answer
Date: 01/23/2024

Complaint: 21060031

I am rejecting this response because:
I have done everything that I'm supposed to do. I even received emails from the store saying that they had the replacement and when I go to pick it up no one knows anything about it. You should do your job and stop degrading my character
Sincerely,

*****************************
Initial Complaint
Date:12/26/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
******** employee used my account to make an authorized line without my permission. After reviewing all my bills, I realized it has been open since April 2023 and I advised ******** of same. I first spoke with ******** in November they advised theyd give me 177 dollar credit and will send a request to investigate the matter, I also explained that when I was looking at my bill Ive been paying for 2 lines connected to the Apple Watches, I explained I only financed it and in fact one was a gift and so Ive been paying for those lines as well. The first representative I spoke to told me it was my fault because I never said anything and I explained I didnt think I had to worry about anyone opening lines without my permission in my account and I have my phone on autopay so I never looked at my bills in detail till I was was paying 255 and never questioned if I just thought it was because I purchased a new phone. Till I decided to actually look and was mind blown by all the things I was paying without my permission and knowledge. I spoke to 3 representatives and received credit for my December month after I complained again due to the fact that I was still being charged for those lines after I made the complaint and asked for them to cancel the lines (which they did) but they still wanted to change me. Non the less I havent heard back from any manager or supervisor like I asked on the last phone call I made to complain about them trying to charge me after the unauthorized lines were made. I havent received any updates on the investigation. Ive paid over 2 years of Apple Watch lines and almost an entire year of service for the person who made that line in my account plus insurance ! That is fraud and I just need help to get my money back and *** for fraud.
Business Response
Date: 01/02/2024
January 2, 2024

FILED ELECTRONICALLY

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

            Re:     Yelianys Reloba
                        Your File No. 21059289
                        ******** Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(********) is in receipt of your correspondence dated December 27, 2023,regarding the above-referenced account.  Please be advised that ******** made several attempts to reach Yelianys Reloba regarding their concerns, but all attempts were unsuccessful. Therefore, ******** will make every effort to address Yelianys Relobas concerns within this letter.

******** regrets any concerns Yelianys Reloba may have regarding the activations of the lines ending in ****, **** and ****, and we appreciate the opportunity to respond. On April 25, 2020, ********************* activated the above referenced account. ******** has completed its investigation of this matter and determined the allegation of fraud was substantiated. Therefore,******** applied bill credits totaling $1,247.24 to reimburse ********************* for the monthly service charges associated with the disputed lines of service. Please note, the adjustment gave **************** account a credit balance of $1,378.36. ******** regrets any inconvenience to Yelianys Reloba.

Based on the foregoing, we respectfully request this complaint against ******** 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:12/26/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
******** advertised a business wireless network service which I was interested in. After calling and talking to one of there agents and being assured that I would be extremely satisfied, I decided to try it. The agent sent the equipment though the mail. When we received them I was out of town. About 4 days later when I returned I tried installing one of the pieces of equipment to see how it work. Unfortunately I was unable to get it to receive any signal. At that point I tried tech support, after hours of being pass around I finally gave up with no success. I tried again the next day still with no success. I called the agent and explained the problem and said that if it is going to be this much trouble then I was better off with what I had. I asked for a return label, and gave the agent my email to send it. We waited and never received it. I left multiple messages with the agent to send the return label. It still was not sent. I had to go out of town again and when I returned I still had no label. Finally I was able to get a label sent from another agent. The agent that was able to send the shipping label had informed me that the first agent had misspelled our email address and that's why we never received the shipping label. During this time I had went to two different ******** stores to return the equipment and neither store would except the equipment. After receiving the label I had sent the equipment back to ******** as required. About a week later I received a bill. They are asking for $231.00 because the equipment was not returned in a certain time frame, which was no fault, except there incompetent employee. The equipment was never used or connected, this is not a legitimate charge. I pay my bills, and in fact have 6 ******** cell phones for personal use. I have tried multiple times to talk to someone at ******** about removing this charge. I would greatly appreciate it if you could look into this matter. Thank you.
Business Response
Date: 01/08/2024

January 8, 2024

FILED ELECTRONICALLY

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

Re: *************************
******** Account Holder: *****************, LLC.
Your File No. ********
******** Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (********) is in receipt of your correspondence dated December 27, 2023, regarding the above-referenced account. Please be advised the account holder of record is *****************, LLC, and ************************* has been designated as an authorized user of the account.

******** regrets any concerns ************************* experienced with their account and we appreciate the opportunity to review and respond. ******** records show ******************* account was activated on September 20, 2023, with six lines each subscribed to our Bus Internet *** w/router TI rate plan for $50.00 per month. Please be advised ******** provides a 5G Internet Gateway at no cost; however, it must be returned within 45 days of cancellation to avoid a non-return fee.

******** is always working to improve its service, and we regret any data service issues that ************************* may have experienced. Unfortunately, we are unable to guarantee data speeds in any location. There is no way to predict an exact speed with the variety of factors that can affect a customers experience. The device speeds may vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from *************. Additionally, customers may experience different results based on location and the number of other customers on the network. ******** has reviewed the billing address associated with the account and determined this location has excellent indoor 5G coverage. We regret if the service did not meet ******************* expectations.

On October 10, 2023, the account was canceled. The bill cycle runs from the 16th of one month to the 15th of the following with the bills due on the eighth of the following month. The account was prorated $35.00 for each line totaling $210.00 due on November 8, 2023. On October 25, 2023, the *** tracking number shows the receipt of the Gateways devices back to our warehouse.

On December 29, 2023, our office reached out and confirmed there was no usage during the time the account was active; therefore, to amicably resolve this matter, we issued an account credit of $210.00 for the usage charges and the $10.50 late payment fee, updating the canceled account balance to zero. Once the next bill cycle closes, ************************* will receive the revised final bill.

Based on the foregoing, we respectfully request this complaint against ******** 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:12/26/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Sept 2023 I went online to set up a prepaid account from ********************** to Metro With TMobile, made a $50.00 payment ( Confirmation# ********* )and never received the services. My number was never ported over and still to this day my number has not been ported over. After disputing the chargers with my bank I was than informed that Metro PCS response to the matter was that I signed up for a service that I Received Basically lying to my bank and refusing to refund the $50.00. Attached below will be a copy of Metro response along with my payment confirmation with Account details.The outcome I am expecting to have out this matter is a copy of the phone bill showing that line was used and a copy of its data as well as my refund.
Business Response
Date: 01/05/2024

January 4, 2024

FILED ELECTRONICALLY

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

Re:      ***********************
Your File No. 21058776
                        Metro by T-Mobile Account No. *********

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********). As such, ******** provides a response on behalf of Metro by T-Mobile. ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********. ******** is in receipt of your correspondence dated December 27, 2023, regarding the above-referenced account.

******** regrets any concerns *********************** may have experienced with their account, and we appreciate the opportunity to respond. On August 20, 2023, *********************** activated the account with their phone number ending in ****, which was subscribed to our $50.00 Unlimited LTE *********************** plan. On August 24, 2023, *********************** canceled their phone number ending in ****. Additionally, on August 24, 2023, *********************** activated their phone number ending in **** and was subscribed to our $40.00 *********************** plan. *********************** activated their Bring Your Own Device Android handset at the time they activated their phone numbers ending in **** and ****.

We made several port in attempts; however, they were declined as the account they were porting in from had port protection with their previous service provider and *********************** was unable to authenticate the account. We attempted to contact *********************** to assist with the port in request,however, we were unable to reach them. Accordingly,the port in request was not able to be completed on the account.

It is important to note Metro by T-Mobile is a prepaid service, where customers must remit payment for service before the service plan is activated. *********************** made the following payments to the account for service:

On August 20, 2023, a payment was remitted in the amount of $50.00.
On September 26, 2023, a payment was remitted in the amount of $50.00.

Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, *************** is non-refundable (even if returned during the return period or if the account is canceled), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.  Therefore we respectfully decline any refund for services.

Our records do not indicate that *********************** contacted ************* regarding service related concerns. On October 20, 2023,*********************** canceled the phone number ending in ****. As of December 28, 2023, the account remains canceled. ******** regrets any inconvenience to *********************** regarding this matter.

Based on the foregoing, we respectfully request that this complaint against ******** be closed.

Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST.

Very truly yours,

METRO BY T-MOBILE

*************************
Executive Response
Initial Complaint
Date:12/26/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Talked to a very unprofessional CSR & a supervisor name **** (id #********** who gave me ultimatums in which I can spend more $$$ wihich I was not made aware of at time of purchase or return the item and ******** will lose that revenue. This seems highly unusual since I can not charge this new device. Therefore I can not use the device. To return this Item will cost me $$$ and I've been forced into an very time consuming (Time is $$$) situation. They both seemed very confident that "That will not work" attitude. Very disappointing at Christmas time!
Business Response
Date: 01/08/2024
January 8, 2024

FILED ELECTRONICALLY

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

            Re:     *****************************
                        Your File No. 21058593
                        ******** Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(********) is in receipt of your correspondence dated December 26, 2023,regarding the above-referenced account.

******** regrets any concerns ***************************** may have experienced regarding their device purchase and appreciates the opportunity to respond. ******** records indicate on December 21, 2023, ***************************** took advantage of our Equipment Installment Plan (EIP) with the purchase of a ******* Watch 6 44mm with the line ending in 8923. ***************************** was not required to remit a down payment; however, they agreed to pay $21.28 for the taxes on the full retail price. ***************************** then agreed to a series of ************************** the amount of $15.84.

*********************** purchase is currently receiving the ******* Watch ******** promotion where they can get a free ******* Galaxy Watch 6 40 mm or up to $350.00 off another eligible ******* Watch 6 44mm, ******* Watch6 Classic, ******* Watch5 Pro or ******* Watch4 via Recurring Device Credits (RDC) when they purchase it on EIP and activate a new line on a qualifying wearable rate plan. Therefore, ***************************** receives a RDC of $14.59 for 24 months applied toward the **** to help offset the cost of the watch.

On December 26,2023, ***************************** called in to ************* stating they received the watch without the charger. ************* applied a $35.00 credit to *********************** account to update the balance on the account to $90.83, for ***************************** to purchase a charger.

On December 29,2023, our office contacted ***************************** and informed them of the $35.00 credit provided to their account. Our office informed ***************************** some devices,and accessories like a watch might not come with a charger and must be purchased separately but their ******* Galaxy Watch 6 40 MM comes in the box with the charging dock, quick start guide and Terms and Conditions. ******** regrets any inconvenience to *****************************

Based on the foregoing, we respectfully request this complaint against ******** 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: 01/09/2024

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. I shouldn't have had to do this and spend my holidays dealing with such a trivial issue.

Sincerely,

*****************************
Customer Answer
Date: 01/09/2024

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. I shouldn't have had to do this and spend my holidays dealing with such a trivial issue.

Sincerely,

*****************************
Initial Complaint
Date:12/26/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 2023 I got internet with ********** The internet worked for a week and now its not working any . I was on the for over an hour with text support to get the internet working. I work for a little while and stopped again. I was told by tec support the internet will be working and the she exculpated my internet problem and assured me the internet will be working and its not.
Business Response
Date: 01/05/2024


January 5, 2024

FILED ELECTRONICALLY

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

Re: *******************
Your File No. ********
******** Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (********) is in receipt of your correspondence dated December 26, 2023, regarding the above-referenced account.

******** regrets any concerns ******************* has regarding service and we appreciate the opportunity to respond. ******** Home Internet is a new offering from ********, available to customers at certain addresses. ******** ********************* connects to the same great 4G *** or 5G ******** smartphones run on, depending on signal availability at your eligible address. You receive service through an *** Wi-Fi Gateway device (which combines the capabilities of a router and a modem), the Gateway device then converts the *** signal to Wi-Fi and provides a Wi-Fi signal accessible by all the devices in your home.

On December 10, 2023, ******************* subscribed to ********s 5G Home Internet with the line ending in **** for $55.00 per month. ******************* qualified for the **** $45 Unlimited with Voice Line and New HSI Line which allowed customer to get High Speed Internet (HSI) for $45 a month (via $5 monthly bill credit and $5 AutoPay discount) when you have or activate a voice line and activate a new HSI line on an eligible HSI Unlimited plan. Please note that at time of activation, a Gateway device is provided at no charge, upon cancellation of account, the Gateway needs to be returned to ******** or a non-return fee of up to $400.00 could be charged.

******** is always working to improve its coverage, and we regret any service concerns ******************* may have experienced. Although the coverage map at www.********.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. ******** has verified the address on *************** account and based on the coverage map, confirms their account address is in a good coverage area with no known issues.

On December 29, 2023, ******** contacted ******************* and they provided a different address from the one on file. ******** records indicate that the provided address is in a good cell phone coverage area, but regrettably, does not qualify for ********s ********************* at this time. ******** provided a $50.00 credit to the account, updating the account with a credit balance of $373.70, and advised ******************* to contact our office at ********************************** or the number listed below, should they opt to remove the line of service. ******** regrets any inconvenience.

Based on the foregoing, we respectfully request this complaint against ******** 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:12/26/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went threw bbb and cleared up a bill with ********* A collection company called me today and told me ******** says I owe them ****** she said they used a P.O. *** address that returned to them. I couldnt believe it because ******** has my address *************** and I ended service back around October 2023 I owe them nothing and they ruined my credit
Business Response
Date: 01/09/2024
January 9,2024

FILED ELECTRONICALLY

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

Re:     *********************
                        Your File No. 21058415
                        ******** Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(********) is in receipt of your correspondence dated December 26, 2023,regarding the above-referenced account.

******** regrets any billing concerns that ********************* may have, and we appreciate the opportunity to respond. Our records show that on February 19, 2016, ********************* activated three voice lines of service ending in ****, **** and 2277. The voice lines were subscribed to our Essentials rate plan at the monthly cost of $100.00 plus applicable taxes for the first two lines and each additional line for $35.00 monthly.

On August 2, 2023, ********************* spoke with our ************* regarding their payment due date and the due date was changed to the 6th of each month. As such, the new billing cycle started on the 14th of the month, ended on the 13th of the following month, and the bill due date was on the 6th of the month. Due to a bill cycle change, ********************* was subject to two partial billing statements becoming due within a 30-day period.

The billing statement dated August 12, 2023, carried a total balance due of $44.72 with the due date of September 6, 2023. The billing statement included partial monthly access charges, taxes and fees for the service dates of August 12, 2023, through August 21, 2023.

The billing statement dated August 22, 2023, carried a total balance due of $144.01. The billing statement included the past due balance of $44.72 and partial monthly access charges, taxes and fees for the service dates of August 22, 2023,through September 13, 2023, in the amount of $99.29.

On September 1, 2023, ********************* spoke with ************* and they issued a goodwill credit of $54.00, updating the balance to $90.01. Our records reflect that on September 4, 2023,a payment of $90.01 was remitted updating the balance to zero.

******** records confirm ********************* canceled their account on September 4, 2023, when they ported their mobile numbers to another service provider.

The billing statement dated September 13, 2023, carried a credit balance of $6.02. The billing statement included a prorated bill credit of $6.02 as the account was cancelled mid-cycle.

On September 28, 2023, ********************* spoke with our office regarding their billing concerns. As a gesture of goodwill, a bill credit of $20.45 was applied to the account and the credit balance of $26.47 was refunded back to ****************** card on file effectively updating the account balance to zero.

On October 1, 2023, the payment of $90.01 was returned unpaid and a $20.00 returned check fee was assessed updating the balance to $110.01. On October 5, 2023, another payment of $90.01 was remitted and the returned check payment was adjusted reducing the balance to zero. On November 18, 2023, the payment of $90.01 was charged back to the ******** account unpaid and the account was assessed a returned check payment of $20.00, updating the balance to $110.01.

The billing statement dated December 13, 2023, carried a total balance due of $117.01. The billing statement included the past due balance of $110.01 and $7.00 late payment fee. As ********s internal collection efforts were unsuccessful, on December 23, 2023, ****************** account was referred to a third-party collection agency, ******************************.
On December 29, 2023, our office contacted ********************* and apprised them of the information above. ********************* stated they had not received a billing statement as they no longer reside at the billing address on the account. Our office advised ********************* that once they move, they must inform of us of the changes, so that their billing address can be updated. We respectfully declined ****************** request for further credits. The account remains cancelled with a balance of $117.01. ********************* may contact ****************************** at ************ to make an arrangement for payments.
Based on the foregoing, we respectfully request this complaint against ******** 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,

**MOBILE USA,INC.

*************************
Executive Response
Customer Answer
Date: 01/09/2024

Complaint: 21058415

I am rejecting this response because: this is all a lie. I wanted my full refund as I had cancelled service because they kept charging me erroneous amounts every month unlike sprint who never changed my billing. When I left I owed them nothing, they wanted the money for the next month and I was not under a contract so I left never to return. The same with my friends and family. What they did was mail my statement to a P.O. Box I used 10 years ago so I wouldnt know what they did and never called me to tell or ask about anything and they have my number and correct address. I just learned about this is December when a collection company called me to tell me. They never said one word, No notice nothing which goes against collection law. You cant do something like this. There a horrible cheating company that robbed me after having fair sprint for probably 10 years here come these cheaters I never contracted with them. I would like to see the contract I signed. There is none and I owe them nothing.
Thank you

Sincerelyl,

*********************
Business Response
Date: 01/23/2024


January 23, ****

FILED ELECTRONICALLY

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

Re: *********************
Your File No. ********
******** Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (********) is in receipt of your correspondence dated January 19, ****, regarding the above-referenced account.

******** regrets any continued billing concerns that ********************* may have, and we appreciate the opportunity to respond. In our previous letter to your agency, we stated that on October 1, 2023, the payment of $90.01 was returned unpaid and a $20.00 returned payment fee was assessed, updating the balance to $110.01. On October 5, 2023, another payment of $90.01 was remitted and the returned payment fee was adjusted reducing the balance to zero. On November 18, 2023, the payment of $90.01 was charged back to the ******** account unpaid and the account was assessed a returned payment fee of $20.00, updating the balance to $110.01.

The billing statement dated December 13, 2023, carried a total balance due of $117.01. The billing statement included the past due balance of $110.01 and a $7.00 late payment fee. As ********s internal collection efforts were unsuccessful, on December 23, 2023, ****************** account was referred to a third-party collection agency, ******************************.

On December 29, 2023, our office contacted ********************* and advised them that the returned payment happened after the account was already cancelled with a zero balance. Therefore, the account was turned over to collections in a short turn around due to ********************* contacting their financial institution to not honor the payment. ********************* was also advised that the final billing statement was sent to the ** BOX on file, as they had not updated the billing address that we had on file.

Nevertheless, on January 19, ****, our office contacted ********************* and to amicably resolve their concerns, a bill credit of $117.01 was applied to the account, reducing the balance to zero. That said, the account remains cancelled with a zero balance.

******** removed the account from third-party collections and requested the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note it may take up to 90 days for ****************** credit report to reflect the change. ********* regrets any inconvenience to **********************
Based on the foregoing, we respectfully request this complaint against ******** 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: 01/23/2024

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. They didnt contact me through mail or phone I didnt know. Anyhow, thank you ******** .

Sincerely,

*********************
Initial Complaint
Date:12/26/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/17/2023 I ordered an iPad **** 6th Gen and paid$342.49, I contacted ******** immediately,I explained to the ******** customer service representative I received the wrong iPad 11-inch 4th Gen ***** Gray When I should have received the **** 6th Gen. I asked to speak to a manager about the issue ******** representative transferred to different departments, ******** customer services representative was very rude and nasty she never came back on the line causing me to have to call ******** back six times. I received a call on Christmas from a ******** representative he was very rude and not helpful at all, I am not enthusiastic about being a 14-year loyal customer and treated with very poor customer service. My ************* did not get his iPad on Christmas that was promised ******** sent the wrong device refusing to fix the problem, I also noticed another issue on my account theirs a cell phone I am being charged for that I know nothing about the order number S116466588 pink iPhone is estimated to ship 12/14/2022 /2/17/2022. I should only have two dives on my account paid in full now balances should be on the phone, I called ******** on 12/26/23 I have been on hold for over an hour waiting for the issues to be fixed.
Business Response
Date: 01/16/2024
******* 16,2024

FILED ELECTRONICALLY

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

            Re: *********************************
                        Your File No. 21055567
                        ******** Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(********) is in receipt of your correspondence dated December 26, 2023,regarding the above-referenced account.

A review of the account indicates ********************************* activated the service on May 8, 2010, and currently has two voice lines of service ending in **** and **** subscribed to the Essentials rate plan at a monthly cost of $100.00, plus taxes and fees. Additionally, the mobile numbers are subscribed to the Protection 360 Tier 5 feature at a monthly cost of $18.00, per line, plus applicable taxes, and the mobile number ending in **** is subscribed to the Scam Shield Premium feature at a monthly cost of $4.00, plus applicable taxes.

******** records indicate on February 15, 2022, ********************************* qualified for and took advantage of our Equipment Installment Plan (***) payment option with the purchase of the following handsets:

An Apple iPhone 13 handset in the color red at the retail price of $799.99 via a down payment of $49.99 and a series of ************************** the amount of $31.25.
An Apple iPhone 13 handset in the color pink at the retail price of $799.99 via a down payment of $49.99 and a series of ************************** the amount off $31.25. Per the terms of the ***** Apple Buy 2 P2 promotion the corresponding mobile number is eligible and receives a monthly Recurring Device Credit (RDC) of $29.17, thereby reducing the monthly *** payments to $2.08.

It is important to note that promotional device credits will be paid out throughout the duration of the *** term with no means to speed up their payout. Any remaining promotional device credits will stop if service is canceled before the *** term is fulfilled. In addition, 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.

On February 18,2023, ******** records reflect ********************************* contacted ************* to dispute the *** associated with an Apple iPhone 13. An internal review was performed and confirmed that the upgrade was validly purchased.

On December 17,2023, ********************************* contacted our ************* Team and agreed to activate and subscribe a new Mobile Internet line of service to the Mobile Internet 10GB rate plan at a monthly cost of $35.00, plus taxes and fees. In addition, ********************************* qualified for and took advantage of our *** payment option with the purchase of an Apple iPad Pro 11 4th Generation device at the retail price of $999.99. ********************************* was required and remitted a down payment of $279.99 in addition to paying $62.50 for the taxes on the full retail price of the device. ********************************* then agreed to a series of ************************** the amount of $30.00.

Please note, all customers who choose to use the *** option to pay for their equipment are required to enter into a monthly financing agreement which must be agreed to via an Electronic Signature (eSignature) at the time of purchase. Should the customer decide not to sign the agreement, the order will not process, and payment will not be deducted. Our records indicate ********************************* signed the *** agreement on December 17, 2023, thus, the equipment order was shipped to ******* ********** billing address of record on the following day and a payment of $342.49 was remitted from their financial institution.

Further, on December 18, 2023, the Mobile Internet line ending in **** was activated and subscribed to the Mobile Internet 10GB rate plan at a monthly cost of $35.00, plus taxes and fees.

Between December 22, 2023, and December 29, 2023, ********************************* contacted our ************* Team multiple times and requested that we exchange the Apple iPad Pro 11 4th Generation device for an Apple iPad Pro **** 6th Generation device as they indicated they were within the allotted return period to do so. At that time, the amount of Equipment Credit Available for financing of a new device on ******* ********** account was approximately $312.51. As such, ********************************* was required to remit a higher down payment for the Apple iPad Pro **** 6th Generation device. Upon review, of the account, ******** records confirm the line ending in **** was canceled on December 22, 2023, and there is no record of an additional order being placed for the preferred Apple iPad Pro model.

On December 31,2023, the Apple iPad Pro 11 4th Generation device bearing the ******************** Equipment Identifier (IMEI) number ending in **** was scanned into ********s return database. As a result, the corresponding *** was closed, ceasing further monthly billing, and a refund of $342.49 was approved and issued to ******* ********** financial institution on ******* 3, 2024. ******** expects ********************************* to receive the funds within three business days from the date of issuance.

On ******* 5,2024, our office reviewed the above-referenced account and determined that as of that date, ********************************* qualifies to purchase an Apple iPad Pro **** 6th Generation 128GB device with a retail price of $1,299.99 by remitting a down payment of $579.99 plus the taxes on the full retail price of the device and agreeing to a series of ********************************** the amount of $30.00. Please be advised, pricing is subject to change as the down payment collected at the time of purchasing is determined by several factors including equipment selected, individual account tenure,payment history, and personal credit information.

Thereafter, our office contacted ********************************* and discussed their experience. During the conversation, ********************************* confirmed they received the refund of $342.49 prior to our call on ******* 5,2024. Please be advised, ********************************* declined to proceed with purchasing the Apple iPad Pro **** 6th Generation device from ******** at this time. As a gesture of goodwill, ******** applied a one-time credit of $50.00. ******** regrets any inconvenience to ********************************* regarding this matter.

Based on the foregoing, we respectfully request this complaint against ******** 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: 01/16/2024
I am working things out with ************************* thank you.
Customer Answer
Date: 01/16/2024

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. Thank you,

Sincerely,

*********************************
Initial Complaint
Date:12/26/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Since Nov 2023 I opened a account with ***************** has promised me a $200.00 Cash card if I opened a Home internet my bill has grow from $170 to $500 totally crazy I been stress out with ******** their lies and poor **************** so call ****************** its a joke they dont help you just lies to you Right now I will take my buisness somewhere else . ********* has been a big headache since day one. The only thing ******** is good for Is giving people stress and broken promised and who ever I come across in my Lifetime I will tell that ******** is not a good company for a cell phone and now my health is failing and on a Dialysis Machine Thank you very much ******** for your lies and broken promised.
Business Response
Date: 01/05/2024


January 5, ****

FILED ELECTRONICALLY

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

Re: *************************
Your File No. ********
******** Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (********) is in receipt of your correspondence dated December 26, 2023, regarding the above-referenced account.

******** regrets any concerns ************************* may have regarding their account, and we appreciate the opportunity to respond. On October 24, 2023, ************************* activated one voice line ending in **** which was subscribed to our Go5G Plus rate plan for $95.00 per month plus taxes and fees. ************************* also activated a high-speed internet line ending in **** which was subscribed to our 150GB Internet Lite rate plan for $80.00 per month including taxes and fees.

Please note, the account was enrolled in AutoPay on October 24, 2023. 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 paid line of service when subscribed to an eligible rate plan and utilize a stored debit card or checking account. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay.

Please be advised ************************* account was billed in advance, meaning payment for services was due approximately one week prior to the end of the billing cycle. ******** records confirm ************************* billing cycle ran from the 25th of one month to the 24th of the following month and was due on the 17th before the end of the billing cycle. Based on the above, ************************* monthly recurring charges were $165.00 including taxes and fees at time of activation.

In ************************* correspondence to your office, they indicated that when activating the high-speed internet line, they were advised they would qualify for a $200.00 rebate card. Please note, a review of our records was unable to substantiate that ************************* qualified for any such offer.

The billing statement dated October 24, 2023, in the amount of $170.00 consisted of rate plan charges, taxes and fees, and was due by November 17, 2023. Please note, due to an inadvertent error, the AutoPay bill credit did not apply.

On October 25, 2023, ************************* activated an additional voice line ending in ****, at which time the rate plan was immediately updated to the shared Go5G Plus rate plan for which the first two lines bill at $150.00 per month including taxes and the AutoPay bill credit. Please note, when a rate plan is upgraded during the billing period, the following months bill statement will reflect a prorated rate plan charge from the date of upgrade through the end of the billing period.
On October 26, 2023, ************************* participated in ********s JUMP! On Demand (***) with the lease of a ******* Galaxy A14 5G. *** is a leasing option in which participating customers may be required to remit a capital cost reduction and agree to a series of 18 monthly payments as well as a Purchase Option Price (POP) should they chose to own the device. Once the *** 18-month lease ends, customers have the option to return the leased handset to a retail location, upgrade to a new device, turn in the handset to avoid the POP, or purchase the device by paying the POP. At the time of lease, ************************* was not required to remit a capital cost reduction payment but agreed to remit 18-monthly lease payments of $10.50 plus applicable taxes and fees with a POP of $39.00 plus applicable taxes and fees.

On October 27, 2023, ************************* canceled the voice line ending in ****, effective immediately, however, in its place the voice line ending in **** was activated and joined the shared Go5G Plus rate plan. Additionally, the line ending in **** was subscribed to our optional Protection 360 Tier 2 feature for $9.00 per month plus taxes. Please note, when a feature is added during the billing period, the following months statement will reflect a prorated charge from the date of activation through the end of the billing cycle.

On November 1, 2023, ************************* remitted a payment of $100.50, which updated the balance to $69.50, which was scheduled to process via AutoPay on November 15, 2023.

On November 11, 2023, ************************* activated an additional voice line ending in **** which joined the shared Go5G Plus rate plan for $35.00 including taxes and the AutoPay bill credit and was subscribed to our optional Protection 360 Tier 2 feature for $9.00 per month plus taxes. The line ending in **** qualified for our Line Discount ******** promotion and was enrolled in a $35.00 monthly bill credit. Additionally, ************************* utilized our *** with the lease of a ******* Galaxy A14 5G handset. At the time of lease, ************************* was not required to remit a capital cost reduction payment but agreed to remit 18-monthly lease payments of $10.50 plus applicable taxes and fees with a POP of $39.00 plus applicable taxes and fees.

On November 12, 2023, a high-speed internet line ending in **** was activated and was subscribed to our 150GB Internet Lite rate plan for $80.00 per month including taxes and fees. On November 14, 2023, the high-speed internet line ending in **** was canceled effective immediately.

********s attempt to process ************************* payment of $69.50 via AutoPay on November 15, 2023, was declined by their financial institution, therefore, the account was un-enrolled from AutoPay.

On November 16, 2023, ************************* utilized our self-help options at www.Myt-Mobile.com and scheduled a two-installment payment arrangement and agreed to remit a payment of $34.75 on November 30, 2023, and a payment of $34.75 on December 14, 2023.

On November 19, 2023, ************************* utilized our self-help option and added a one-time 5GB ****************** pass to their voice line ending in ****, which they opted to charge to their next months bill statement.

The billing statement dated November 24, 2023, in the amount of $509.81 reflected a past due balance of $69.50 which was due immediately, and new charges of $440.31 which consisted of prorated and full month rate plan charges, prorated and full month feature charges, ***s, one-time data pass charges, a one-time late fee, taxes and fees, and was due by December 17, 2023.

Our office spoke with ************************* on November 30, 2023, and as a gesture of goodwill a one-time courtesy credit of $100.00 was applied to the account, which updated the balance to $409.81. Additionally, ************************* utilized our Equipment Installment Plan (***) with the purchase of a Moto G 5G handset. ************************* was not required to remit a down payment and agreed to 24 monthly installments of $8.25. The *** qualified for our 2023 Smartphone Activate P1 promotion and was enrolled in an $8.25 Recurring Device Credit (RDC).

On November 30, 2023, ************************* remitted a payment of $34.75 completing the first installment of their payment arrangement which updated the balance to $375.06. Additionally, on November 30, 2023, ************************* utilized our self-help options to add our One Day ****************** Pass for $5.00 to the line ending in ****. However, our attempt to process the second installment of their payment arrangement on December 14, 2023, was declined by their financial institution.

The billing statement dated December 24, 2023, in the amount of $668.02 reflected a past due balance of $375.06 which was due immediately, and new charges of $292.96 which consisted of rate plan charges, ***s, ****, features, a one-time international data pass, a one-time late fee, taxes and fees, and was due by January 17, ****.

Our office contacted ************************* on January 2, ****, regarding the above findings. As a gesture of goodwill, a courtesy credit of $200.00 was applied to the account which updated the balance to $468.02. Additionally, per ************************* request, the account was canceled effective immediately. Please note, if a customer has an open ***/*** and the account is canceled, any remaining ***/*** balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the ***/*** agreement provided at time of purchase. ******** regrets any inconvenience to **************************

Based on the foregoing, we respectfully request this complaint against ******** 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:12/26/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased an extra line that came with a free line so that my SO's mother could transfer her existing number to our plan. We purchased an Iphone 13 at 50% which was part of the deal. (this was the $370)After what feels like 20+ calls with Tmobile (As well as chats with ******** support on ********** in which they completely, ignored me), we've gotten no where. They failed to transfer the line several times, and then finally transferred it - but to the wrong line. After more calls, there's now a random iphone 13 midnight taking up our 4th line along with her mothers number. Her mothers iphone 13 pink is still set to a random number that we were given when we purchased the line. On top of this, we paid for the iphone 13 up front - all $370, I was told because it was a deal, they'd still need to bill us monthly, but the $13.25 would be credited. ****, that didn't happen either, and I had to call them a couple more times to get that credited properly. This is literally one of the worst custom support experiences I've ever had with any company in my 36 years of being alive.
Business Response
Date: 01/08/2024
January 8, 2024

FILED ELECTRONICALLY

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

            Re:     *****************************
                        Your File No. 21055002
                        ******** Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(********) is in receipt of your correspondence dated December 26, 2023,regarding the above-referenced account.  Please be advised we have made attempts to contact *****************************,which have proven unsuccessful. As such,******** will make every effort to address ************************ concerns within this letter.

******** regrets any concerns ***************************** may have regarding their account referenced above and we appreciate the opportunity to respond. ******** records indicates that ***************************** had two voice lines on ********s Magenta *** rate plan at $150.00 per month for the first two lines and $35.00 per month for each additional line of service. On December 18,2023, ***************************** activated the lines ending in **** and **** and qualified for our Line Discount ******** promotion to get a free line of service. Between November 16, 2023, through a date yet to be announced, existing customers (active as of November 14, 2023) could get a free voice line via monthly bill credits when they activate two new voice lines on a qualifying plan.

******** records indicate on December 18, 2023, ***************************** took advantage of our Equipment Installment Plan (***) with the purchase of an Apple iPhone 13. *** 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. ***************************** remitted a down payment of $316.00 to lower the monthly *** charge and they agreed to pay $112.00 for the taxes on the full retail price. ***************************** then agreed to a series of ************************** the amount of $13.25.

At this time ***************************** was originally enrolled in our Apple Activate ******** promotion, which offered half off a new Apple iPhone 13 series, however, on December 23, 2023, the promotion was upgraded to the device promotion Apple Activate ********. This offer started on October 6, 2023, and for a limited time, customers could get up to $629.99 off an Apple iPhone 13 series device via Recurring Device Credits (RDC) when you purchase it on ***, activate a new voice line on a qualifying plan, and port-in an eligible number. As a result,the *** is scheduled to receive 24 monthly RDC of $26.25. Please note that promotional credits will be paid out for the full term of the *** with no means to speed up their payout. Additionally, the service is canceled prior to the full 24 months, any remaining promotional credits may stop.

On December 24,2023, ***************************** contacted ************* regarding the promotion and was advised of the upgraded promotion eligibility. Due to ***************************** placing a down payment on the device, they will have a lower monthly *** installment than the promotional credit. At that point, the difference will be applied towards the total monthly charges while maintaining eligibility.

Please be advised,it was determined that the line of service ending in **** is currently using the new Apple iPhone 13 handset. The device began usage on this line following its activation and continues to be used through the date of this letter. However,it shows that the device was originally purchased under the line of service ending in ****. Should ***************************** have any concerns regarding these lines of service, we ask that they contact our office at the number below. We regret any inconvenience this may have caused ******************************

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

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