ComplaintsforMetro by T-Mobile

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted ******** for their promotions they had available. I was told by 2 reps that i would be getting 2 virtual prepaid cards in the mail in 15 days to pay off the *** phones. They signed me up for the 3 lines and the 3rd line would be free. I get the package with the free phone and 2 sim cards. I contacted ******** about the virtual cards after 30 days and the representative told me that I would have to pay the phones off first. I explained to them that that's not what I was told via ******** chat. I sent proof of what I was told via screen shot and all they say is I apologize but you have to pay off your phones first and we will reimburse you. That is not what I was told and I would like what I was told to be honored.

  Business response

  05/10/2024

  
  
  May 10, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ************************ 200
  *****, ID *****
  
              Re:      ******************
                          Your File No. 21645259
                          ******** Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(********) is in receipt of your correspondence dated April 30, 2024,regarding the above-referenced account.  
  
  ******** regrets any concerns ****************** has experienced regarding ********s Keep and Switch promotion, and we appreciate the opportunity to respond. ******** records confirm ****************** activated their account on April 2, 2024, with three voice lines ending 4891, 3077, and 7478 which subscribed to our Go5G Plus rate plan billed at $160.00 per month for the first two lines with taxes and fees included, with each additional line billed at $40.00 per month with taxes and fees included. Additionally on April 17, 2024, ****************** activated an additional voice line ending 2718.
  
  ******** offers Keep and Switch which allows customers switching to ******** from an eligible carrier to be reimbursed for their previous carrier's remaining device payment balance, up to $800.00 per line, via a Virtual Prepaid Mastercard. This is contingent upon activating a new voice line, porting in their number to a new line of activation and submitting proof of eligible device financing. Customers must submit online at *********************** within 30 days of activation, and their submission must include a copy of the device financing details. Please note, Keep and Switch is not available for port-ins of numbers that have been used with ******** service within the past 90 days.
  
  On April 20, 2024,****************** contacted ************* about the Keep and Switch rebate,whereas ************* advised ****************** there was no submission request.  Therefore, ************* advised ****************** to submit a request for their rebate via www.switch2t-mobile.com.   
  
  On April 30, 2024,****************** contacted ************* about the Keep and Switch rebate,wherein ************* advised that they do not qualify for the Keep and Switch program as they have not yet submitted for reimbursement. During this interaction, ****************** requested to cancel the lines ending in 2718,7478, and 3077 effective immediately, leaving only the mobile number ending in 4891 active on the account. As such, Alleysa Allens rate plan was changed to ********s Go5G plan with a monthly base rate of $80.00 per month with taxes and fees included for their one line of service ending in 4891. As of the date of this letter, ******** records do not reflect any online submissions for reimbursement.
  
  On April 30, 2024,our office contacted ******************. During the call, our office confirmed the above-mentioned information regarding the Keep and Switch promotion. ****************** then declined to discuss the situation further. We thank ****************** for their valued feedback and will utilize this feedback for future customer interactions. ******** 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

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 13, 2021, I visited the ******** Store #***E in ************, *******, to start new service. I completed the paperwork, paid for a SIM card and was told that I would receive a new iPhone in two days; it never came. On October 17th, I called ******** customer service and they told me that I had to go into a brick-and-mortar store to resolve the issue. I visited ******** Store #***D in ***********, *******. The representative there told me I had to call customer service. I went home and called yet again, and the person at the customer service number told me I had to go to a store. After getting the runaround, I told the representative on the phone to cancel the account. The following phone calls were placed to ******** customer service and all told me that a credit would be issued: 1. ChesterOctober 21, 2021, at 7 p.m.2. CharmaineNovember 7, ******. I received a letter dated November 16, 2021 stating that I had a balance due of $75. I called and spoke to JenniferNovember 20, at 7:30 p.m.4. I received another letter dated November 25, 2021 stating I owed $86.99. I called and spoke to a **** ***** get her name, on December 3, ******. On December 20, 2021, I called again to resolve this matter and was disconnected and the representative ***** call me back.6. On February 7, 2022, I received another letter stating I owed $86.99. I called and spoke to ************ and she told me that I had to file a complaint for fraud because I owe $86.99 as a cancellation fee; this ***** make sense. ******** failed to provide the service that I signed-up for and due to this, I requested that they cancel the account multiple times. After they failed to cancel the account, I spent over 3 months attempting to resolve this and they failed to honor their commitment to do so six times. The last letter they threatened to send me to collections. Ive done my due diligence in attempting to resolve this matter and it borderlines harassment at this point. Now I am in collections that has dropped my credit score significantly

  Business response

  05/10/2024

  May 10, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *****, ID *****
  
              Re:       ******** Friend
                          Your File No. 21645067
                          ******** Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(********) is in receipt of your correspondence dated April 29, 2024,regarding the above-referenced account.  
  
  ******** regrets any concerns ******** Friend has regarding their account, and we appreciate the opportunity to respond. ******** records indicate *********************** had an account with ******** activated on October 11, 2021, with a Mobile Internet line ending in 1114,subscribed to our Magenta rate plan for $75.00 month including applicable taxes and fees. At the time of activation, ******** Friend remitted a payment of $30.00 for the Assisted Support charge to activate the account with a Sales Representative.
  
  On October 21, 2021, *********************** spoke with ************* and advised that their device had not been received. ************* advised that there was not order on the account and regrettably, on October 22, 2021, ******** Friend requested the account to be cancelled. Pursuant to ******** Friend request, ************* future dated the request however, due to an inadvertent error the account was suspended and set to be cancelled on January 19, 2025.
  
  Records confirm on November 14, 2021, the payment remitted on October 11, 2021, for the Assisted Support charge was returned unpaid. As a result, the amount was charge back to the account.
  
  The billing statement dated November 13, 2021, reflected a balance owed in the amount of $86.99. The charges consisted of a past due of $105.00, a prorated credit in the amount of $48.01, and a one-time charge of $30.00. On November 22, 2021,*********************** spoke with ************* to advised that the account was supposed to be cancelled. As such, Care canceled the account effective immediately. In addition, a fraud investigation was also opened by ************* for the account.
  
  On December 7, 2021,******** Friends account was reviewed by our **************** Team.  Upon investigation, the information provided at the time of activation matched that of ***********************, and ******** is unable to substantiate the allegation of fraud. However, it was determined the account had no usage.
  
  As the account remained unpaid and ********s collection efforts were unsuccessful, the account was referred to an outside collection agency and assessed a collection fee of $21.75, updating the balance to $108.74. As of the date of this correspondence the account resides with ****************************** who can be reached at ************.
  
  On May 1, 2024,our office spoke with *********************** and advised of the above information.Seeking an amicable resolution, we credited the balance of $108.74, leaving the account closed with a zero balance. Furthermore, ******** 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 ******** Friends 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

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This issue started months ago and continues without resolution. Not for lack of trying as every time I talk to customer service they say 'dont worry it will all be fixed' but of course I never hear back from them and it never gets fixed. The issue is 2 things promised and never delivered. My phone cannot receive internet and I was promised a refund for the time charged for the internet the phone cannot use. Secondly they agreed to migrate that internet to a hotspot so it can be used. Neither of these things have happened, although they were promised months and months ago.Also of note: I spent 6 hours on customer service again today and they wouldnt even review the issue.Lastly, and completely unrelated, how does a company (T-Mobile) that has a 1.12 out of 5 customer review rating receive an A+ from the BBB? This seems impossible.

  Business response

  05/09/2024

  May 9, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ************************ 200
  *****, ID *****
  
              Re:      ***********************
                          Your File No. 21643720
                          ******** Account No. ********* 
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(********) is in receipt of your correspondence dated April 29, 2024,regarding the above-referenced account.  
  
  ******** regrets any concerns *********************** may have experienced regarding their ******** account,and we appreciate the opportunity to respond. ******** records confirm *********************** activated their account on March 24, 2008, and currently has one voice line ending in 4455.  Prior to August 23,2023, the account was subscribed to the ******** Essentials rate plan at the monthly cost of $65.00 plus applicable taxes. On August 23, 2023, our office updated the rate plan to the Select Choice rate plan at the monthly cost of $25.00. Additionally, on September 5, 2023, our office added the optional Unlimited High-**************************** Hotspot datafeature at the monthly cost of $20.00.
  
  Please note, the above optional data feature includes 5GB of high-speed ***************** Hotspot,which is a feature that allows customers smartphone to act as a Wi-Fi hotspot.This means customers can share their phone's internet connection with other devices, such as laptops, tablets, or other phones.  Please note, if the 5GB of high-speed data is fully utilized within a billing cycle, the data speeds are reduced until the beginning of the next billing cycle.     
  
  On March 1, 2024, our ************* issued a bill credit of $60.00 for three months of charges associated with the Unlimited High-**************************** Hotspot datafeature. Please note, after review, we are unable to substantiate the reason for the credit. Furthermore, we have no records of *********************** contacting ******** prior to April 29, 2024, about the data issues they experienced. It is important that if customers experience any difficulties with the service, that they provide ******** details of the problem, including the date and time and the area(s) in which it occurred,including the major cross streets. Please note this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, ******** can attempt to resolve the issue through network or equipment adjustments.
  
  Between April 30, 2024, and May 8, 2024, our office corresponded with *********************** via email and apprised them of the above. In an effort to amicably resolve this matter, ******** applied a credit of $199.90, reducing the account to a credit balance of $100.00. In addition, ******** offered to send a Mobile Hotspot device to *********************** at no cost and advised that ***************** Hotspot is a separate service which requires the activation of a mobile internet line on a compatible rate plan. Available rate plans and pricing can be reviewed here: ************************************************************************ and this offer will be available until May 31, 2024. ******** is committed to working with ***********************. ******** 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 response

  05/16/2024

  why is this closed? I am in communication with the business yet it remains unresolved. Please re-open.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ended ******** home service back in 2022, I was sent a bill for $50 I orginally didnt pay it because I was up to date, after receiving it a couple more times I payed it thinking maybe I did owe it. A few months later I received a $50 debit card for overpayment. I was pretty annoyed by the debit card, instead of just giving me a check but didnt want the hassle of fighting for a check. I put the $50 debit card in my wallet and forgot about it and now its expired. How is it that I overpayed and I get a debit card that expires. This is THEFT and completely dishonest.

  Business response

  05/10/2024

  May 10, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *****, ID *****
  
  Re:   ***************************
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated April 29, 2024, regarding the above-referenced account.
  
  ******** regrets any concerns *************************** has regarding their account and we appreciate the opportunity to respond.  ******** records indicate the account was activated on February 20, 2021, and was active with one Home Internet line ending in 4187 on our ******** Home Internet rate plan for $55.00 monthly taxes included. 
  
  On March 2, 2022, *************************** requested the cancellation of the line ending in 4187. Accordingly, the line was canceled, and the account was closed.  The final billing statement dated March 21, 2022, reflected a credit balance of $55.00 for rate plan credits due to cancellation.  On July 1, 2022, a refund was issued in the amount of $55.00 via prepaid card sent to the billing address on file.  This updated the account to a zero balance.  It is important to note that prepaid refund cards expire six months after being issued.  Further, ******** does not issue check refunds for credit balances on cancelled account.
  
  It is ********s position the account has been billed correctly and that a refund was issued for the credit balance after cancellation.  Our office will continue to work with *************************** to resolve this matter.  We respectfully request *************************** contact our office at the number below at their earliest convenience.  ******** 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

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ABCleaning & Solutions was a customer to sprint for almost 6 years before ******** purchased them. When our contract was up we looked at other companies to switch our company lines to as we weren't big fans of ******** from previous issues with them on personal accounts. I called in to close our accounts as we decided to go with ******* and ******** gave us an offer that we couldn't refuse to keep our business. The offer someone was messed up by the young lady who helped me and our phones were cut off for about 12 hours which caused us to lose at least 3,643$. Someone who "said" he was a supervisor reviewed the account and saw that we were wronged. He told me his plan to fix it and I was told I would receive a call back when it was all done. Never received that call as at least a month passed and the account was never fixed. I called back and the same thing happened accept this time we were trying to leave and switch over as the same issues we had with personal accounts with them are the same issues with business accounts. They "a supervisor" then made promises to me and said he would call me back. We again didn't receive call backs. I feel I was lied to in order to get us to stay and now I'm receiving the run around.

  Business response

  05/10/2024

  May 10, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************ 200
  *****, ID *****
  
  Re:***** Pool
                          ******** Account Holder: ABCleaning Solutions Inc. 
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated April 29, 2024, regarding the above-referenced account.   Please be advised that the account holder of record is ABCleaning *************** and that ***** Pool has been designated as an authorized user. 
  
  ******** regrets any concerns ***** Pool may have experienced regarding their account. Please be assured ******** 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 ***** Pools recent contact with our Customer Care.
  
  Please note that in April of 2020, ******** and Sprint merged.  Our records reflect that on June 28, 2023, the account underwent Magenta Complete.  Magenta Complete is an automated process that moves eligible customers from the Sprint billing system to the ******** billing system.  Customers who have been moved to the ******** billing system automatically will notice some differences in their self-service capabilities, bill format, and account verification processes.  Magenta Complete customers will also move to a ******** rate plan that is similar to their current rate plan under the Sprint billing system.  It should be noted that eligible customers will not see an increase in their base bill amount, due date, or services.
  
  At the time of the Magenta Complete, ***** Pool was subscribed to the ****************** plan for mobile numbers ending in 2874, 5194, 0777, 2193, 2196 and 2315.  Please note that this plan breaks down into the following: 
  
  Line one: $65.00.
  Line two: 35.00.
  Lines three to six: $20.00 each. 
  
  At the time of Magenta Complete, ***** Pool was enrolled in AutoPay which provided a $5.00 monthly discount for each line.  On November 17, 2023, ***** Pool contacted ******** requesting cancellation at which time, ******** offered monthly recurring charges totaling $110.00.  However, due to an administrative error, no specific rate plan was documented, and no rate plan was updated.
  
  On March 7, 2024, ***** Pool contacted ******** regarding suspension of service notification that they received whereas ******** advised ***** Pool to disregard the notification.  However, on March 7, 2024, the account was partially suspended due to non-payment.  Additionally, on March 7, 2024, ******** restored the services and waived restore fees.  On April 24, 2024, ***** Pool updated the rate plan to the Business Unlimited Select $10.00 plan for each mobile number.
  
  Upon contacting ***** Pool, he confirmed that his main concern was a free Apple iPad he was offered which our **************** was not able to confirm. However, to resolve this matter, our office activated a Mobile Internet line ending in 7677 on the ******** Essentials Business Tablet plan for $65.00 (Tax Inclusive) per month.  Please note that this plan includes a $40.00 monthly discount when combined with voice lines and is eligible for the $5.00 monthly Autopay discount which ***** Pool is not currently enrolled in. Additionally, our office sent ***** Pool a refund card in the amount of $899.99 to purchase a new Apple iPad. This refund card will arrive to the address ***** Pool provided within ten business days. We further regret any inconvenience to ***** Pool. 
  
  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

  04/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 4th 2024 I purchased home Internet from Metro by T-Mobile. When I purchased it I was charged 55.00$ for service and the gateway. When I got home my service was not working correctly and then called Metro by T-Mobile and asked if they can help fix the issues I was having. They asked me what I was having issues with and I stated my home internet. So as I'm waiting to get a resolution to my problem the lady gets back on the phone and said we are going to rest your network on your home gateway so she reset it but what she also did was reset my network on my phone so when my phone hung up after I thought she fixed it my phone wouldn't work any longer because they reset my network on my phone instead of fixing the internet. I had to go 2 days without a phone and that's not helpful for someone who is self-employed and dependent of there phone so that I can make money because I only get paid by commission. So I called back when I get my new SIM card and I talk to a manager and I had asked her what could be done for the compensation for the huge inconvenience and loss of wages due to there doing and I was told that if I was to call at the time my bill is due that I would get a month free of service. I also called on the 7th of April and spoke to another member and they to also said to call when my payment is due and tell the representative to just add the credits to the account so as of today April 28th 2024 I had called Metro by T-Mobile twice and talked to them about it and I was told that they don't see it on the notes and they said that it was not in the notes and I spoke to a manager on both occasions and they both claimed that they can only give me $2 credit towards my service being unusable for just 2 days and I told them to listen to the recordings of my last few calls and they said that they can't and even tho they are managers that that's all that could be done was given me $4 for the inconvenience. I want something done because I lost over $2,000 dollars in pay for them 2 days and wasted gas driving to a store for a new SIM.

  Business response

  05/07/2024

  May 7, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *****, ID *****
  
  Re:      ***********************
              Your File No. 21636986
               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 April 28, 2024, regarding the above-referenced account.  
   
  ******** regrets any concerns *********************** experienced regarding their recent activation of the Home Internet Line, and we appreciate the opportunity to address this concern.  ******** records confirm that the account was activated on September 29, 2023, and the line in question was added on April 4, 2024.  The new Home Internet Line (****) ending in 4368 was added and subscribed to the $55.00 Home *********************** Plan.  
  
  On April 5, 2024, *********************** contacted ************* stating that had not been able to use the service.  During this time ************* completed a network switch, however it was completed on the voice line ending in 9138 rather than the **** line ending in 4368.  Later that same day, *********************** contacted ************* and explained that they were not able to use their voice line ending in 9138.  After several attempts to resolve this matter with trouble shooting steps to reset the eSIM and the device, it was finally working on April 7, 2024. 
  
  Our records confirm that ****************** contacted our ************* team on April 28, 2024, 
  to advise of the issue and requested a one-month bill credit.  However, during this time ************* declined and offered a credit of $2.00 which was the cost for two days loss of service.  Please note Metro by T-Mobile does not provide a refund for services.  Amounts paid for service charges are non-refundable.  ********** is terminated for any reason and the account has a  positive balance on the service account or on the ********************************************* connect account, customers will not be entitled to receive any refund.  For more information, *********************** can visit our Terms and Conditions available at *************************************************************************:
  
  On May 3, 2024, our office contacted *********************** and explained the aforementioned.  Our office offered a $10.00 bill credit towards the balance of the account.  At first, *********************** declined and requested a larger bill credit, however, our office respectfully declined.  *********************** accepted on May 6, 2024, and our office has applied the bill credit of $10.00 to the account  leaving a balance of $154.83 due on April 28, 2024.  ******** regrets any inconvenience to ***********************.  
   
  We appreciate *********************** taking time to provide details of her experience with our ************* representatives. We value customer feedback.  Please be assured that the quality of service provided to our customers is of our utmost priority.
  
  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

  04/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 27, I went in person to Metro PCS at 1937 ***************, *********** to pay my phone. Employee said that he needed my ID in order to pay and I gave it to him. On April 27th we just found out that this employee open 2 lines in my account placing my account delinquent and putting me and my family liable from 2 new accounts from people we do not know.

  Business response

  05/09/2024

  
  May 9, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *****,ID *****
  
  Re:      ***************************
  Your File No. 21636083
                          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 April 28, 2024, regarding the above-referenced account. 
  
  ******** regrets any concerns *************************** has experienced with their recent retail store visit and we appreciate the opportunity to respond.  Please note that Metro by T-Mobile stores 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. 
  
  Nevertheless,please rest assured ******** makes every effort to ensure our customers have a professional and courteous experience with our authorized dealers, and we take allegations of third-party dealer misconduct very seriously.  We also make every effort to provide complete and accurate information to our customers. We apologize if any third-party authorized dealer location failed in any way to display that during ********************* recent contact with the retail location.
  
  Upon review, the above account was activated on October 14, 2014, with the mobile numbers ending in 8830, 8608, 8834 and 0343. The account was subscribed to our subscribed to our $50.00 Unlimited Talk, Text & Data at up to 5G & 4G LTE speeds with 5GB of Mobile Hotspot (capped) rate plan for the first line, and $30.00 each additional line with the same benefits.  The monthly service cycle runs from the 29th of each month through the 28th of the following month, with a due date on the 28th.  
  
  On March 27, 2024,the account was updated to our Promotional Three Lines for $78.00 rate plan. This plan requires three mobile lines to be active and includes Unlimited Talk, Text & data. On the same date two tablet lines ending in 2578 and 4648 were added to the account. The tablet lines are subscribed to our $15.00 tablet rate plan, which includes unlimited high-speed data. On the same date, two cash payments in the amount of $20.86 and $25.00 were remitted to the account, which left a credit balance of $78.00, due to multiple account changes.
  
  On April 27,2024, *************************** contacted ************* to advise they were not aware of the lines added to their account. At that time, *************************** was referred back to the original store to cancel these lines.
  
  On April 30,2024, we contacted ***************************, and advised we have forwarded this interaction to our third-party retailer advising them of ********************* experience.  Please note, we are unable to disclose of the outcome of the investigation.  However,we take this allegation seriously and will forward this information to the proper parties.  In addition, we offered to cancel the tablet lines and issue a $60.00 account credit. Regrettably, *************************** did not accept our offer. *************************** may contact our ************* team on the number below if they would like to make any account changes.
  
  ******** regrets any inconvenience this may have caused ***************************, and we appreciate them bringing this matter to our attention.
  
  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

  04/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was billed the full amout of the ****** for this month now i set up a payment arrangment which i did 4-26 and according to the supervisor *************** can not reverse the charge now my bank is overdrawn and i am going to be charges 20 per day and now for there mess up i now going ot need a reversal and i total month credit now i live check by check, that is the reason i set up a payment arrangment so i can do this, I HAVE NEVER HAD A ISSUE IN THE PAST on the contrarty i always payed the bill early and cant assist with thei simple issue that the system messed up.

  Business response

  05/10/2024

  May 10, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *****, ID *****
  
  Re:       *****************************
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated April 27, 2024, regarding the above-referenced account.   
  
  ******** regrets any concerns ***************************** has regarding their account, and we appreciate the opportunity to respond. ***************************** activated their account on July 28, 2021, and currently has a voice line ending in 5440, and a Watch line ending in 2132.
  
  The account was enrolled in AutoPay on May 6, 2023.  This is a free feature that automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.  Additionally, pursuant to ******** policy, customers must contact ******** at least three days prior to the payment processing date to request the AutoPay payment be stopped.  Furthermore, accounts subscribed to an eligible rate plan and enrolled in AutoPay with a bank account or debit card receive a $5.00 monthly bill credit per line for up to eight lines. AutoPay was set to be drafted from this account on or around the 26th of each month.
  
  The billing statement dated April 7, 2024, reflected a total balance due in the amount of $154.00.  The charges consisted of a monthly charge in the amount of $86.00, equipment charges in the amount of $50.00, and service charges in the amount of $18.00. As indicated on the billing statement, AutoPay was set to be drafted on April 26, 2024
  
  On April 26, 2024, ******** processed the AutoPay payment in the amount of $154.00.  Additionally, on April 26, 2024, ***************************** setup a payment arrangement in which they agreed to remit a payment in the amount of $77.00 on May 10, 2024, and on May 24, 2024 via ********.com.
  
  On April 27, 2024, ***************************** spoke with ************* regarding the payment arrangement they placed via ********.com. ***************************** stated that the full payment in the amount $154.00 was charged to their banking account. As the payment was not posted ************* was unable to look into their concerns at this time. Later that day, the payment in the amount of $154.00 was posted to the account, updating the account to a zero balance. As ***************************** authorized AutoPay, it is ********s position that the payment debited on April 27, 2024, was authorized.
  
  On April 29, 2024, ***************************** spoke with ************* to get a refund for the payment made on April 27, 2024. ************* was able to refund the payment made in the amount of $154.00 to the card used for the transaction and as such, was charged back to the account, updating the balance to $154.00. Additionally, ***************************** was also able to go to ********.com to re-setup their payment arrangement. ***************************** agreed to a two installments payments in the amount of $77.00 on May 13, 2024, and $77.00 on May 27, 2024.
  
  Please note, when there is an active payment arrangement on an account that is enrolled in AutoPay, AutoPay is temporarily-suspended while the payment arrangement is in place to prevent any payments from being processed prematurely.  During this time, customers will not be eligible for the AutoPay discount, as outlined in ********s Payment Arrangement Terms and Conditions. 
  
  Once a customer successfully completes their payment arrangement, AutoPay will automatically resume on their account, along with their AutoPay discount, provided their account is current.  It is important to note, however, that if the payment arrangement is completed within two days of the billing cycles due date, there may not be enough time for AutoPay to process payment for the current billing cycle.  Therefore, in such cases, customers will be advised via SMS/email that they need to make a one-time payment for the current month to keep their account current.
  
  On May 8, 2024, ******** spoke with ***************************** via email and advised of the above information. ******** respectfully declined to issue a credit for the full month of service, however, we were willing to apply a $35.00 credit towards the account for the inconvenience. ***************************** accepted the offer, and the account was updated to show an account credit balance of $35.00 at that time. ******** 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 response

  05/10/2024

   
  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 advides the decision was not completly to the standards howend let the rep know i will be lookin for another provider for less issues.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  One week ago, I tried to purchase the iPhone 12 deal for my father by porting his number from Visible and buying the phone for $100 online through Metro by T-Mobile. I entered the phone number and was informed that I was eligible for the transfer. I provided all the necessary information, including the account number and porting pin, and proceeded to checkout. However, at that stage, I was informed that the total cost was over $170. Despite this, I entered my credit card information and completed the purchase.I received an email from Visible confirming that my number was being ported out, but since then, no further progress has been made. I've visited the store multiple times to try and complete the number transfer, but they've informed me that my number is not eligible. **************** has been unhelpful, insisting that I must resolve the issue in-store.I believe Metro by T-Mobile is engaging in fraudulent practices by advertising false deals, processing incomplete transactions, and failing to provide the promised phone.The phone number I am attempting to transfer over is ************ for *******************.

  Business response

  05/01/2024

  
  May 1, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *****,ID *****
  
  Re:      *******************
               Your File No. ********
               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 *** sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated April 27, 2024, regarding the above-referenced account.  
  
  ******** regrets any concerns ******************* *** have experienced with their handset order and we appreciate the opportunity to respond. On April 14, 2024, a new order was initiated, and an account was activated for ******************* however, there was no number attached to the account.  After further review, we found ******************* was trying to transfer their mobile ending in 3535 to Metro by T-Mobile, and it was denied stating that the number was not eligible for port in.  As the port in was never completed,the order was canceled including the transaction for payment.  Please note we are unable to view the details of the order as it was canceled.
  
  We attempted to assist further by submitting a trouble ticket with our ********************** to find any issues that *** have occurred.  Our ********************** was able to resolve the error and confirmed the number ending in 3535 was now eligible for port in. 
  
  Please be assured that ******** strives to provide world-class service to all our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any Metro by T-Mobile employee failed in any way to display that during ********************* recent contact with our ************* and the authorized retail dealers.
  
  Should ******************* want to initiate a new handset order, they *** visit a Metro by T-Mobile authorized retail store or our website at www.Metroby********.com.  ******************* can also contact their financial institution if they have concerns with their payment.  As of May 1, 2024, the account referenced above was closed.  ******** regrets any inconvenience to *******************. 
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention.  Customers *** contact ************* either by dialing ************** or 611 from their handsets during the hours of 6am 2am CST.
  
  Very truly yours,
  
  METRO BY T-MOBILE
  *************************
  Executive Response

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, I submitted my iPhone 14 Pro *** because the new iPhone 15 came out and I decided to take advantage of having ******** 5g Plus allowing me to upgrade with the promotion at the time of $800 plus the trade in credit ******** would give me for the phone. I sent in my phone with the box ******** sent me and it was received and I got my credit on 11/26/23. I have my message of getting my $490.00 equipment trade in plus my 800 would be applied in monthly credits. My kids wanted Apple Watches, I added my parents to my plan and I watched my bill go up and up. It has gotten to the point that I need to revalue what cell phone service is the most cost effective so I Called tmobile to discuss their options and I was told my iPhone 14 Pro *** credit was rejected and that I no longer had the credits every month. I was told my phone was rejected and we dont know why and that it was sent to the warehouse never to be found again. I asked how may I obtain my phone that I paid over $1000.00 from tmobile and I traded in for the deal back, and the tmobile rep said it was sent to the warehouse and no longer available to be sent back to me. There is also no clear reason why my perfectly fine phone was rejected. I was foolish to want to upgrade to the latest and thinking Tmobile had such a great deal. I am making this complaint because this is not fair at all, I have tracking number and receipts, I received credits and it was accepted, I have video of my phone prior to sending it in showing it was perfect and the video shows me put it in the box and ship it off to delivery service. I dont understand why but I need to make the *** and BBB and tmobile CEO aware that customers are being scammed with this trade in. I lost my phone and credits and paid maximum retail price for a new phone, I was lied to about the deal.

  Business response

  05/07/2024

   
  
  May 7, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************ 200
  *****, ID *****
  
  Re:*****************
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  T Mobile USA, **** ********** is in receipt of your correspondence dated April 27, 2024, regarding the above-referenced account.
  
  ******** regrets ***************** concerns regarding their billing, and we appreciate the opportunity to respond.  ***************** activated their account on February 23, 2021, and currently has six voice lines ending in 9272, 9638, 4966, 7621, 7133, and 0868 subscribed to our Go5G Plus rate plan for $160.00 per month, including applicable taxes and fees, for the first two voice lines, and $40.00 per month, including applicable taxes and fees, for each additional voice line.  Additionally, ***************** has two DIGITS lines ending in 4545 and 4966 subscribed to our Digits Apple Watch PLUS rate plan for $20.00 per month, including applicable taxes and fees, each.  Finally, ***************** subscribes to the 4 Screens No *********** feature for $22.99 per month, plus applicable taxes and fees.  As a part of T *************** On Us offering, ***************** receives a ******* discount of $6.99, reducing this charge to $16.00 per month, plus applicable taxes and fees.
  
  ***************** qualified for our 2021 Line On Us 1: Get a 3rd Voice Line On Us with Magenta offer and therefore receives a monthly bill credit reducing the cost of the line ending in 7621 to zero.  Additionally, ***************** qualified for our 2021 Line On Us P6: Get a free voice line with qualifying plan offer and therefore receives a monthly bill credit reducing the cost of the line ending in 4966 to zero.
  
  On April 24, 2023, ***************** took advantage of our Equipment Installment Plan (EIP) with the purchase of one Apple ********** Series 7 41 mm smartwatch at a retail price of $449.99 and one Apple ********** Series 7 44 mm smartwatch at a retail price of $479.99.  ***************** was not required to remit a down payment but agreed to 23 monthly installments totaling $38.75 and a 24th and final monthly installment totaling $38.73.  Additionally, on August 2, 2023, ***************** once again took advantage of our EIP with the purchase of two ******* Galaxy A23 handsets at a retail price of $312.00 each.  ***************** was not required to remit a down payment but agreed to 24 monthly installments totaling $13.00.  
  
  ***************** qualified for our 2023 Apple Watch P12: S7 on us with New Watch Line offer which allowed customers to get an Apple Watch S7 on us, up to $449.99, via monthly Recurring Device Credits (RDC) when they purchased on EIP and activated a new watch line on a qualifying rate plan.  Therefore, ***************** receives two monthly RDCs of $18.75.  Additionally, ***************** qualified for our 2023 Smartphone Activate P1: Android: Free Smartphone with New Voice Line offer which allowed customers to get a free smartphone, up to $300.00, via monthly RDC when they purchased on EIP and activated a new voice line on a qualifying rate plan.  Therefore, ***************** receives two monthly RDCs of $12.50.
  
  Please note, the account is enrolled in AutoPay, which is a free feature that automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card, or checking account supplied by the customer.  Additionally, accounts subscribed to an eligible rate plan and enrolled in AutoPay with a bank account or debit card receive a $5.00 monthly bill credit per eligible line.  Based on the above, ***************** monthly recurring charges were $283.25 plus applicable taxes and fees.  
  
  On September 21, 2023, ***************** once again took advantage of our EIP with the purchase of an Apple iPhone 15 ************* handset at a retail price of $1,199.99.  ***************** was not required to remit a down payment but agreed to 23 monthly installments of $50.00 and a 24th and final installment of $49.99.  At the time of purchase, ***************** agreed to trade in an Apple iPhone 14 ************* for a one-time trade-in credit of $490.00.  With the purchase and trade-in, ***************** qualified for our Apple Trade ********: $1,000 off with Trade on Go5G Plus/Next (Apple Trade ********* offer, which allowed customers to get up to $1,000.00 off a qualifying Apple iPhone via a one-time trade-in credit and monthly RDC when they purchased on EIP, traded in a qualifying phone, and have or switch to the Go5G Plus or Go5G Next rate plan.  As the Apple iPhone 14 *************** qualified for the $1,000.00 tier, ***************** was to receive a monthly RDC of $21.25.  It is important to note that customers have 30 days from when the new device order ships to ship their trade-in device back to ******** for the trade-in to be accepted and not considered expired.  On November 23, 2023, ***************** was unenrolled from the Apple Trade ******** offer due to the trade-in equipment not being received.  On November 30, 2023, the trade-in was received; however, due to the trade-in being expired, ***************** only received the one-time trade-in credit applied to their account.  Therefore, ***************** monthly recurring charges are $333.25 plus applicable taxes and fees. 
  
  To amicably resolve this matter, and as a one-time courtesy to *****************, on April 28, 2024, a credit of $446.25 was applied to their account, which updated the balance to a credit of $446.25.  ******** 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
  
  

*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. ↩