Complaints

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

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• 

  Metro by T-Mobile

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  Metro By T-Mobile - Park Cities

  8400 Douglas Ave Dallas, TX 75225-5808

• 

  Metro By T-Mobile - Mesquite

  1921 N Town East Blvd Mesquite, TX 75150-4035

• 

  Metro By T-Mobile - NW Hwy

  2731 W Northwest Hwy Ste 10 Dallas, TX 75220-4788

• 

  Metro By T-Mobile - Allen

  190 E Stacy Rd Ste 404 Allen, TX 75002-8738

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

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been in contact with ******** multiple times over the past month. I am not out over **** dollars because of promises they made and stories they changed. I was porting two numbers over. They told me they would reimburse me for the two phones. I paid it off then the story changed. In the mean time *** has lost the other phone that I was porting over. I have reported it as stolen/missing. When I contacted ******** they told me as long as I could provide proof that I did pay off the phones they would still reimburse me. Now when I tried to make this happen they have completely changed their story. I am a single teacher I cant afford to be out this kind of money. All they have done since me trying to move my account is tell me varying stories. One person told me I set my account up as business the next told me that wasn't true etc. It has been pure misery trying to complete this process and now I am out the money as well.

  Business Response

  Date: 03/16/2023

  
  March 16, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:     ***********************
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated March 7, 2023, regarding the above-referenced account.   
  
  ******** regrets any concerns *********************** may have regarding our promotional offers, and we appreciate the opportunity to respond.  Customers from select carries who port over to ******** can keep their eligible phone and well reimburse them for their remaining device payment plan (up to $800.00) via Virtual Prepaid Mastercard.  In order to qualify, customers need to activate a new line, port- in from an eligible carrier, subscribe to a qualifying plan and submit online at www.switch2t-mobile.com within 30 days of activation.  This promotion is referred to as our Keep and Switch offer. 
  
  On March 1, 2023, the account number referenced above was activated as a regular individual postpaid account.  Upon activation, the line ending in **** was ported from another carrier and was subscribed to our Magenta *** rate plan for $85.00 a month, including our AutoPay discount.  Additionally, one line ending in **** was activated and subscribed to our ******** 5G Home Internet rate plan for $30.00 a month which includes our AutoPay discount and our 2023 HINT P3 promotional offer. 
  
  On March 7, 2023, *********************** submitted a receipt reflecting a balance of $1,006.86 that was paid to AT&T for two device balances.  Please note that the receipt reflects a remaining device balance of $499.95 associated with the line ending in **** and a remaining device balance of $506.91 associated with a line ending in ****. However, this submission was denied as we were unable to verify the handset types.  Additionally, the line ending in **** did not qualify for reimbursement as this line was not ported into or activated with ********. 
  
  Upon speaking with *********************** on March 7, 2023, they indicated that the line ending in ******************************************************************************* shipment while being mailed to them from a friend.  On this day, *********************** provided another submission for the Keep and Switch offer with a screenshot of an Apple iPhone 12 Pro handset associated with the line **** with a remaining device balance of $499.95. 
  
  On March 9, 2023, our office spoke to *********************** in which we explained that the Keep and Switch reimbursement for the line ending in **** was pending approval and eligible for the offer.  *********************** will be notified when their virtual Prepaid Mastercard totaling $499.95 is available.  Additionally, we advised that the line ending in *********************************************************************************** ported into their ******** account.  However, in efforts to amicably resolve *********************** concerns, we offered to provide a Prepaid Mastercard in the amount of $254.00 as a partial reimbursement for the second line listed on their paid off receipt.  *********************** accepted the offer and should allow up to ******************************************************* the mail. ******** 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: 03/16/2023

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

• Initial Complaint

  Date:03/07/2023

  Type: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.

  Denied my commission check from December 2022 I was fired from my job at ******** and was told by the District Manager that I would receive my final commission check on February 15, 2023. Which is when everyone receives commission However, I have yet to receive that check. I got in touch with the HR department and she told me I was misinformed and that I have to wait until August 2023 to receive it. The reason they're withholding it is so that any customers who want to cancel service or return items can do so. Which in turn causes my check to be deducted from. They are taking money that I earned from commission and trying to find ways to avoid paying out.

  Business Response

  Date: 03/17/2023

   
  March 17, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     ***************************
  Your File No. 19548888
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated March 7, 2023, regarding the above-referenced file number.   
  
  Please be advised, *************************** was not an employee of ******** but rather that of an independent third-party dealer, *******************, who is located at ******************************************************************  Upon review of the complaint, *************************** appears to be concerned with the compensation they have not received from their former employer, *******************.  It is important to note that ******** does not have any influence or control over how this or any other third-party dealer manages their employees up to and including compensation or benefits.  As such, ******** recommends *************************** contacts their former employer directly regarding any concerns related to compensation or employee policy.
  
  Based upon the foregoing, we respectfully request that this complaint be directed to the
  appropriate party, and that all references to ********, USA, Inc. our brands, or affiliates be
  removed from the complaint and the consumer database.
  
  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.
  
   
  Shi Mixon 
  Executive Response

  Customer Answer

  Date: 03/17/2023

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

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a customer of ********************** and called them in December for transfer PINs for the 4 phone lines I had and 2 watches. I told them I was moving to ******* for service. He gave me the PINs and told me there was nothing else for me to do to close my account once I went to *******. 12/21/2022, the lines were activated at ******* and I could no longer log into my Tmobile account or app, it said my number did not exist, meaning the transition was complete. I knew I had one final bill to pay with them and did so in January. An additional charge occurred in February and another in March. I called 3/6/2023 regarding these new charges and was told that I still had 1 active voice line and 2 active wearable (watches) lines, but they could see there was no use for any of the lines since the end of December (no call, no texts, nothing). Since they were active on their end and I had not canceled them, they told me these are valid charges. One was $117 and the other was $112 that I was now being forced to pay for monthly service after being told there was nothing more for me to do, AND having no access to this account that I supposedly still had open! I was not receiving bills, had no access to the app or to my account online, yet they were freely charging my card. Due to misinformation I was given as a consumer (no further action needed by me to close the account once I activated the transfer PINs, which I did when we went live with *******), I am now being penalized $229 and they are taking no responsibility. I spoke with ****** who assured me she had confirmation the lines were canceled and I would receive no further charges, but I heard that in December. I noted that they do not have authorization to charge my card again. I have since opened up disputes with my credit card as well.

  Business Response

  Date: 03/17/2023

   
  March 17, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ***************************************** 200
  *****, ** *****
  
  Re:     *****************************
  ******** Account Holder: ***************************
  Your File No. ********
  ******** Account No. *********
    
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated March 7, 2023, regarding the above-referenced account.  Please be advised ******** records indicate the account holder of record is ***************************, and we have confirmed ***************************** and *************************** are one and the same.  ******** is pleased to report this matter has been resolved to ***************************** satisfaction.
  
  ******** regrets any concerns *************************** *** have experienced, and we appreciate the opportunity to respond.  Our records reflect *************************** activated their ******** account on March 12, 2021, with four voice and two mobile internet lines of service.  The four voice lines of service ending in ****, ****, **** and **** and subscribed to our Essentials rate plan which for $100.00 plus tax per month, which included two voice lines of service and each additional line was billed at a rate of $20.00 per month.  The voice line ending in **** qualified for the 2020 Essentials Line on Us 4 promotion, which provides a $15.00 monthly rate plan discount.  The two wearable lines ending in **** and **** subscribed to our **************** with paired DIGITS rate plan for $10.00 per month, per line. 
  
  We further confirmed *************************** elected to enroll in AutoPay.  This is a free feature that automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card, or checking account supplied by the customer.  As *************************** enrolled in AutoPay, the account was eligible to receive a $5.00 monthly credit per line of service. 
  
  ******** records confirm on March 12, 2021, *************************** purchased the following devices using our Equipment Installment Plan (EIP) offering:
  
  An Apple iPhone 12 64GB handset for voice line ending in **** and was not required to remit a down payment, however they agree to a series of 24 monthly installments of $34.59.  *************************** traded in an eligible Apple iPhone 8 64GB and qualified for the ********s 2021 Apple Switch Trade P1 offer.  They received a trade in credit of $82.00 and a monthly EIP RDC of $31.17, reducing his monthly EIP to $3.42.
  An Apple iPhone 12 64GB device for voice line ending in **** and was not required to remit a down payment, however they agree to a series of 24 monthly installments of $34.59. *************************** traded in an eligible Apple iPhone 8 64GB and qualified for the ********s 2021 Apple Switch Trade P1 offer.  They received a trade in credit of $82.00 and a monthly EIP RDC of $31.17, reducing his monthly EIP to $3.42.
  An Apple Watch SE 40 device for mobile internet line ending in **** and was not required to remit a down payment, however they agree to a series of 24 monthly installments of $13.75.  *************************** qualified for the T520: 2021 Apple Buy 2 Watch P2 offer.  They received a monthly EIP RDC of $10.42, reducing his monthly EIP to $3.33.
  An Apple Watch SE 40 device for mobile internet line ending in **** and was not required to remit a down payment, however they agree to a series of 24 monthly installments of $13.75.
  
  ******** takes account security seriously; therefore, to protect our customer's privacy and personal information, a Temporary Port-Out PIN (****) is required prior to porting a number from ******** to a new wireless provider.  This provides an extra layer of security to prevent unauthorized port-out requests. The registered Primary Account Holder can request a **** via www.My********.com or the ******** app and is valid for seven days upon generation.  Once customers have received a **** from ********, they must provide the **** to their new provider as well as any additional account information that *** be necessary for porting their number.  Additional information is available at *******************************************************************.
  
  On December 21, 2022, upon receiving the ****, *************************** canceled the voice line ending in ****, **** and **** when they ported it to a different service provider.  The arrangement to transfer the line of service was made directly with ***************************** new wireless service provider and not with ******** whose only involvement in this transaction was to cancel the line of service after ***************************** new wireless service provider took control of it.  Please note, we have no record of a request to cancel the remaining line of service, as such, the account remained active with the voice line ending in **** and the two wearable lines. 
  
  On March 6, 2023, *************************** contacted customer Care regarding payments remitted on February 3, 2023, in the amount $112.68 and March 3, 2023, in the amount of $117.37.  ************* confirmed the account remained active with voice line ending in **** and two mobile internet lines ending in **** and ****.  At that time, ************* processed the cancellation request.  Pursuant to ******** policy, customers are responsible for all charges through the end of their service term.  
  
  On March 8, 2023, our office spoke with *************************** and provided the above information.  
  Upon reviewing the account, ******** advised *************************** both payments remitted on February 3, 2023, in the amount $112.68 and March 3, 2023, in the amount of $117.37, had been returned unpaid by their financial institution.  *************************** confirmed the payments had been disputed with their financial institution which resulted in chargebacks for returned payments and returned payment fees totaling $337.99 on the ******** account.  Although there were no billing errors substantiated, ******** provided account credits totaling $337.99, updating the account balance to zero.  As of March 16, 2023, ***************************** account remains closed with a zero balance.  *************************** accepted this resolution.  ******** regrets any inconvenience to **************************** 
  
  Based upon the foregoing, we respectfully request that this complaint against ******** be closed.  
  
  Thank you for bringing this matter to our attention.  If you have any questions, please do not hesitate to contact me at the address listed below or at ************. 
   
  
  Very truly yours,
   
  T-Mobile USA, Inc.
   
  
  *********************
  Executive Response
  
  

• Initial Complaint

  Date:03/06/2023

  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 February 5th I ordered a Moto g stylus 5G 2022 model 128 gig memory 6 GB ram and received Moto g stylus 5G returned the phone February 10th it was received by them still have not got a refund of $30 after a month finally was able to order the phone again and paid $30. And once again the wrong phone was ordered by the customer service rep I seen this in my confirmation email and immediately called back to get it fixed once again they're telling me to return the product when I get it and wait 7 to 10 days for a refund.

  Business Response

  Date: 03/16/2023

   
  March 16, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:      *********************************
               Your File No. 19540073
  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 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 March 6, 2023, regarding the above-referenced account.  Please be advised we have made attempts to contact ********************************* which have proven unsuccessful.  
  
  ******** regrets any concerns ********************************* experienced with their recent device purchase at a local Metro store location.  A review of ************************* account reflects that they have three lines of service, which are subscribed to our 4 x $120 *** LTE w/15GB plan, which includes unlimited voice, text, high-speed data, and 15 GB of ************ for a total monthly charge of $123.00. 
  
  Please note, pursuant to Metro by T-Mobile policy, handset returns are only permitted for new device activations.  Device upgrades are non-refundable and non-returnable.  Additional details are available at *********************************************************************.
  
  Our records indicate ********************************* visited a local Metro by T-Mobile store location on February 3, 2023, and purchased a TMO REVVL 6 PRO 5G handset; however, we were unable to verify the online device orders ********************************* references in their complaint.  We invite ********************************* to contact our office directly if this issue remains unresolved. 
  
  We appreciate ********************************* taking time to provide details of their experience with our online device ordering process.  We value customer feedback.  Please be assured that the quality of service provided to our customers is of our utmost priority.  ******** appreciates ************************* business, and we regret any inconvenience to them.  
  
  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.  If you have any questions, please do not hesitate to contact our office at the address listed below or ************.
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *******************************
  Executive Response
  
  

• Initial Complaint

  Date:03/06/2023

  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.

  I switched to Tmobile in late January, and opted to keep my phone. They offered a rebate of $800.00, so I submitted the paperwork on 1/22/23 to receive the rebate. I chose the electronic payment method, which takes ***** days to process according to ********s own website. I have contacted ******** no less than five times regarding my rebate. It has been over 6 weeks now and I still haven't received my $800.00 payment. I just want the $800.00 owed to me.

  Business Response

  Date: 03/16/2023

  
  March 16, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****, ** *****
  
              Re:       ***************************
                          Your File No. 19545092
                          ******** Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(********) is in receipt of your correspondence dated March 6, 2023,regarding the above-referenced account.   
  
  ******** regrets to hear of ******************** concerns and we appreciate the opportunity to respond.  ********s Keep and Switch program offers customers from select carriers who port their eligible number to ******** to keep their current device and ******** will reimburse them for their remaining device payment plan, up to $800.00, via Virtual Prepaid Mastercard.  In order to qualify,customers must enter their submission online at www.switch2t-mobile.com within 30 days of the ******** account activation and include a copy of the device financing details from their previous carrier.  While reimbursement generally takes 15 days from the date the submission is approved, customers should allow up to eight weeks to receive the Virtual Prepaid MasterCard.
  
  Our records confirm *************************** activated the above account in August 2022 and on January 20, 2023,ported the mobile number ending in **** to ********.  On January 22, 2023, *************************** submitted for an $800.00 reimbursement under the Keep and Switch program for a ******* branded Apple iPhone 13 *************** associated with the mobile number ending in ****.  As of the date of this letter, ******************** Keep and Switch submission remains pending.
  
  ********s Executive Response Team spoke with *************************** on March 6, 2023, to apprise of the aforementioned information.  ******** regrets any inconvenience to *************************** and we respectfully request they allow up to two more weeks for the Keep and Switch submission to be processed.  Should *************************** need additional assistance with this matter after March 30, 2023, we invite them to contact our office directly at the number provided below.  
  
  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: 03/19/2023

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

   

  I spoke with a representative on the phone and she explained that they would be mailing out a physical gift card in the mail for me. The issue is resolved as I await the card. Thank you!

• Initial Complaint

  Date:03/05/2023

  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.

  Back in December 2022, I purchased 2 phones from ********* When i tried to go home, the phones never would work anywhere near my house. I called customer support and I was told that there was no coverage on my area after the purchase. They said they would refund all of the money paid, including the activation fees and to waive the restocking fee due to being sold phones that would not with in my area and the sales person did not check the coverage area. When i went back to the store, they said they could not refund the money and I would have to talk to customer support. It is now March and I'm still being told everything different evwrytime I call. I was told 30 days to process and that day keeps getting pushed back. I've been told that I would get it deposited into my checking account, to getting a check, to getting a gift card. Everytime, it's a different answer. Now, I'm still being pushed back on the date and they are charging me the activation fee. I just want the amount on the attached invoice sent to me and this finally resolved

  Business Response

  Date: 03/15/2023

  
  March 15, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****, ** *****
  
              Re:     *****************
                          ******** Account Holder:**********
                          Your File No. 19544011
                          ******** Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(********) is in receipt of your correspondence dated March 5, 2023,regarding the above-referenced account.  Please be advised, ******** has confirmed ********** and ***************** are one and the same.
  
  ******** regrets to hear of ************* concerns and we appreciate the opportunity to respond.  ******** records confirm on December 21, 2022, ***************** activated the above account with two lines of voice service ending in **** and **** which subscribed to the Magenta *** rate of $150.00 per month for both lines.  Additionally, these lines of service subscribed to the optional device coverage, Protection 360 Tier 5, for $18.00 per month each line.
  
  With activation on December 21, 2022, ***************** accepted an Equipment Installment Plan (***) to purchase an Apple iPhone 13 128GB handset, intended for use with mobile number ending in ****, and an Apple iPhone 14 Plus 128GB handset, intended for use with mobile number ending in ****.  *** is a payment option that allows eligible customers to purchase handsets by remitting a down payment at the time of purchase, if required, and agreeing to pay the remaining balance in 24 monthly installments.  Accordingly, ***************** was asked to remit a down payment of $149.99 for the Apple iPhone 14 Plus 128GB handset; however, a down payment was not required for the Apple iPhone 13 128GB handset.  ***************** also agreed to pay the taxes on the full retail pricing of both devices, in addition to a $35.00 Device Connection Charge per line of service.  ***************** then agreed to a series of 24 monthly installments in the amount of $30.42 for the Apple iPhone 13 128GB handset and of $31.25 for the Apple iPhone 14 Plus 128GB handset.  In total, at the point of sale on December 21, 2022, ***************** remitted a payment of $338.99 to begin the **** for the two devices.
  
  As of the time of ************* purchase of the new handsets, ******** provided a 14 day return period which allowed ***************** to use the equipment to see if it met their needs.  If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable equipment financing agreement entered at the time of the original purchase. 
  
  ******** is always working to improve its coverage, and we regret any service issues ***************** 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 moderate coverage area with no known issues.  ******** records reflect ***************** contacted ************* on December 23, 2022, to advise they were unable to use the handsets in or around their home.  During this interaction, ***************** requested to return the handsets and cancel services, at which time ************* directed ***************** to return to the original point of sale as outlined in our return policy.
  
  On January 4,2023, ******** records confirm ***************** returned the Apple iPhone 13 128GB and Apple iPhone 14 Plus 128GB handsets to the ******** retail location.  Accordingly, the *** agreements were closed and their respective balances waived, and the lines of service were canceled effective immediately pursuant to ************* request.  Please note, the original payment of $338.99 made in store on December 21, 2022, was remitted in cash.  On the date of the equipment return on January 4, 2023, the retail location provided the refund of the $264.09 for the taxes and down payment via a prepaid refund card.  The prepaid refund card should have been received by ***************** at the address listed on the account within 10 business days.  Further, our records do not reflect the two $35.00 Device Connection Charges and their applicable taxes were refunded during this interaction.
  
  Please be advised,******** partners with Onbe to facilitate refunds via prepaid MasterCards.  In the event a refund is approved by ******** and the prepaid MasterCard is not received by the customer, customers should contact Onbe directly at **************, to request a new refund card or to convert to a paper check or electronic funds transfer.  Customers will need the address where the card was sent for verification purposes.
  
  Our office spoke with ***************** on March 9, 2023, to apprise of the aforementioned information.  In an effort to reach an amicable resolution to this matter, our office has issued an electronic check refund totaling $78.09 for the two Device Connection Charges and applicable taxes.  Further, we respectfully request ***************** contact Onbe directly regarding the status of the $264.09 prepaid refund card.  With these actions, ************* account remains canceled with a zero balance.  ******** 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.
  
  
  ****** Wills 
  Executive Response
  

• Initial Complaint

  Date:03/05/2023

  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 Feb 23rd 2023 , Metro Sales rep lied to **** told him he was getting a Moto 5G Stylus 2022 with 256Gb for free with payment of $100 for service and free Phone Case instead he gave **** a Moto G 5G 2022 with 64Gb phone that has malware and virues and bluetooth issues that connects to nearby devices that accessed all my infomation with 24hrs of having phone furthermore he gave my imei to hackers that are stalking me i have proof.

  Business Response

  Date: 03/16/2023

  March 16, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *****************************************
  *****, ** *****
  
  Re:      ***********************
             Your File No. 19544003
             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 March 6, 2023, regarding the above-referenced account.  
  
  ******** regrets any concerns ************ may have experienced with his new device purchase.  We appreciate the opportunity to respond.
  
  Our records show ************ activated service with Metro by T-Mobile on February 23, 2023, with one line of voice service ending in ****, and is subscribed to our $50.00 Unlimited LTE service plan, which provides unlimited talk, text, and high-speed data for $50.00 per month.  Our records further show ************ is additionally subscribed to our optional Premium Handset Protection feature for $6.00 per month, and our optional Scam Shield Premium feature for $2.00 per month.  ************ was activated with a ******** Moto G 5G **************** which currently remains in use on the account.
  
  New activations are eligible for Metro by T-Mobiles return policy pursuant to the Terms and Conditions of Service which can be found at www.metroby-tombile.com/terms-conditions-service.  Customers may return a device or accessory within 14-days of the purchase date of the original device.  Customer must return the device with its receipt, in its package, with all contents, undamaged and in good working condition, with no material alterations to the devices hardware or software.  Returns must be made at the original point of sale and all returns must be made for reasons outside of warranty issues.
  
  Please also note, customers receive a limited warranty on devices from the manufacturer 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, customs may bring their device to a ********************** sore or authorized dealer.  If the problem experienced is deemed to be covered by the limited warranty, a replacement phone will be ordered, which can take up to five business days to be processed.  Please note, all warranty options exclude phones that show signs of physical or liquid damage, or that are no longer within the 12-month manufacturers limited warranty.
  
  Our records reflect ************ contacted our ************* on March 3, 2023, and March 4, 2023, reporting concerns that his device was compromised.  ************* completed applicable troubleshooting in an attempt to resolve ************** concerns, but were unsuccessful, and advised ************ that he is within the return period for the handset.  As such, he can return the device to the original point of service within 14-days of activation.  ************ declined to return the device.
  
  It should be noted ********s systems use a sophisticated encryption and the ciphering keys change frequently between the phone and the network by using the authentication functions of the System Identifying Module (SIM) card.  The level of encryption and the frequent changing of the encryption keys make the interception of communication on our network extremely difficult.
  
  Upon speaking with ************ on March 8, 2023, we discussed the above information.  ************ confirmed his concerns with the handset and reiterated his request to replace the handset entirely.  We advised ************ that he is within the return period until the end of day on March 8, 2023, but he declined to return to the point of sale.  We additionally advised ************ of the 12-month manufacturers warranty, and he opted instead to complete a warranty exchange.  We identified a nearby retail location and advised ************ to visit the store at his earliest convenience for additional troubleshooting and device replacement if his concerns cannot be resolved.  ******** regrets any inconvenience to *************
  
  Please be assured Metro by T-Mobile strives to provide world-class service to all our customers on 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 interaction with a retail location.
  
  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. to 2:00 a.m. CST.  If you have any questions, please do not hesitate to contact our office directly by calling ************
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *************************
  Executive Response

• Initial Complaint

  Date:03/04/2023

  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.

  ******** overbilled my account,sent me to collections for $300.00. Stole bill and charger from Y . Residence. Played games on my account , blocking calls to my family Locked. ******** access and denied access to you tube home videos

  Business Response

  Date: 03/16/2023

   
  
  March 15, 2023
  
  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 March 4, 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 ******************* has with the billing of their account and we appreciate the opportunity to respond. Records confirm ******************* activated the above account on August 7, 2022, with one voice line of service ending in **** and subscribed to our Magenta *** 55+ rate plan at a monthly cost of $70.00 including applicable taxes. 
  
  The first billing statement dated August 8, 2022, reflected a total balance due in the amount of $70.00. This balance consisted of monthly access charges, including applicable taxes for the period of August 8, 2022, to September 7, 2022. Please be advised that the only payment remitted by *******************, was on September 6, 2022, in the amount of $70.00 which covered the first billing statement in full mentioned above. 
  
  The billing statement dated September 8, 2022, reflected a total balance due in the amount of $143.62. This balance consisted of the monthly access charges and late fee, restore from suspend fee, ****** Play store purchases totaling $42.62, and $2.99 for 411 directory assistance, and was for the periods of September 8, 2022, through October 7, 2022. This balance was due by September 28, 2022. 
  
  The billing statement dated October 8, 2022, reflected a total balance due in the amount of $284.45. This balance consisted of a past due balance in the amount of $143.62 and new charges in the amount of $140.83. The new charges consisted of monthly access charges, late fee, and ****** Play store purchases totaling $65.83, and was for the periods of October 8, 2022, to November 7, 2022. 
  
  As ******** received no further payment from *******************, on October 30, 2022, ******** fully suspended the account for non-payment and ceased charging the monthly access charges. 
  As such, the billing statement dated November 8, 2022, reflected a total balance due in the amount of $272.89. This balance consisted of a past due balance in the amount of $284.45 and new charges in the amount of $7.11 for a onetime late fee. However, this billing statement also reflected credits totaling $18.67 for prorated monthly access charges from October 30, 2022, which is when ******** fully suspended the account and ceased charging, through November 7, 2022, which was the close of the last billing cycle. 
  
  Due to continued nonpayment, on December 15, 2022, *************** account was canceled. The final billing statement dated December 8, 2022, reflected a total balance due in the amount of $279.89. This balance consisted of a past due balance in the amount of $272.89 and new charges in the amount of $7.00 which consisted of a late fee. 
    
  As ********s internal collection efforts were unsuccessful, on February 5, 2023, the account was referred to a third-party collection agency, ******. ******************* may contact ****** at ************** for any available payment options. 
  
  Regarding *************** concerns with access to ******** and ******** please note these companies are owned and operated by third parties, and ******** recommends that ******************* contact the respective company regarding any access concerns. ******** 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:03/04/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have already spoken to the person from the *************** of the president, but the bills are not corrected, and a zero balance has not been issued. This time Account ********* Issued February 23, 2023, shows that I now owe $53.52 for a service I never used, and all items were returned 2 days after I got the item. I want a Bill showing $0 owed!

  Business Response

  Date: 03/16/2023

   
  March 15, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:     ***********************
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated March 5, 2023, regarding the above-referenced account.   
  
  ******** regrets any concerns *********************** may have experienced in regard to billing and we appreciate the opportunity to respond.  Our records confirm on December 23, 2022, *********************** activated a ******** 5G Home Internet line of service ending in 9415.  *********************** was subscribed to our ******** Home Internet rate plan at the cost of $55.00 per month.  
  
  The December 23, 2022, billing statement reflected a balance of $55.00 for the ******** Home Internet price plan.  Regrettably, on December 29, 2022, the account was cancelled and the Arcadyan KVD21 Gateway was returned to the retail store on this same date.
  
  The January 23, 2022, billing statement reflected a balance of $11.00 for the ******** Home Internet price plan.  Please note, this statement included a credit of $44.00 for unused service from December 29, 2022 through January 23, 2023.  On February 13, 2023 a HINT Money Back Guarantee account adjustment of $11.00 was issued to ***************** account, leaving the account cancelled with a zero balance.  On February 23, 2023, due to an inadvertent error, ***************** previous credit was reversed and the account was billed $53.52 which included taxes and fees.
  
  On March 6, 2023, our offices contacted *********************** and advised on the above.  To amicably resolve this matter, ******** issued an account credit of $53.52 to ***************** account leaving the account cancelled with a zero balance.  Pursuant to our conversation, *********************** considers this matter resolved.  Please be advised *********************** can expect a billing statement to be generated after March 24, 2023, reflecting a zero balance for their records.  ******** 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: 03/16/2023

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

• Initial Complaint

  Date:03/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Request a refund or credit as the device does not work *********** gave no reference to the call to make a complaint I want a credit and my payment request a higher member of management I had to beg for a supervisor to come on the phone line ******** products are faulty this is my second box it did no better the internet spins and the signal says very good photos are submitted

  Business Response

  Date: 03/16/2023

  March 16, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****, ** *****
  
              Re:     *********************
                          Your File No. 19540790
                          ******** Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(********) is in receipt of your correspondence dated March 5, 2023,regarding the above-referenced account.   
  
  ******** regrets any concerns ********************* *** have experienced regarding coverage at their home and we appreciate the opportunity to respond.  ********************* activated service with one Home Internet line **** subscribed to ********s Home Internet plan for $55.00 a month.  At the time of activation, a ******** Home Internet Gateway was provided to ********************* at no cost to them.  However, this is a ******** owned device, and must be returned upon cancellation of service to avoid a non-return fee.
  
  Unfortunately, ******** is unable to guarantee coverage in all areas. There are several factors and conditions that *** interfere with actual service, quality, and availability. Although the coverage map at www.********.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors,which *** vary from location to location and *** change without notice.******** has verified the address on *********************** account and based on the coverage map, confirms their account address is in an excellent coverage with the closest tower being located .61 miles away.
  
  It is important that if customers experience any difficulties with the service, they provide ********s Customer Care with details of the problem.  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. ******** will need specific examples within the last 48-hours on the ******** network that include:specific time, date, location, symptom (dropped call, failed message, no service signal, etc.), the originating and ending party, indoors or outdoors,the signal at the time of issue, and how many bars his device reflects.  On November 19, 2022, our office investigated ********************* service concerns thoroughly and sent a replacement gateway free of charge.  ********************* has not reported any ongoing issues since then.
  
  On March 4, 2023, ********************* called ******** Customer Care and requested an adjustment for previous service issues, where an adjustment of $20.00 was applied to their account.
  
  Upon speaking to ********************* on March 6, 2023, we advised them of the above information and to amicably resolve *********************** concerns, an adjustment in the amount of $55.00 was applied to their account leaving the account balance with a credit balance of to $75.00.  ******** 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