Business Profile

Mobile Phone Service

Metro by T-Mobile

Headquarters

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Complaints

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

Customer Complaints Summary

4,412 total complaints in the last 3 years.
1,409 complaints closed in the last 12 months.

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Submit a Complaint

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

Initial Complaint
Date:01/04/2023
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.
Hi my daughter has phone service with METROPCS and they suspended her service in December saying she missed a payment in October but I make sure her bill is paid I paid her bill with one of my cards that was about to expire in December but I keep all my old cards in case of something like this I called them inquiring why her service was suspended and they said none payment in October but she paid November and December so thats why its off I tried to explain I paid the bill myself and have proof and the representative or supervisor wasnt trying to hear anything I said so I paid $40 and my daughter didnt get the enjoyment out of a service I paid for and I need a resolution and refund or something!
Business Response
Date: 01/17/2023
January 17, 2023

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: ****** Sago
Your File No. 18684345
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 January 4, 2023, regarding the above-referenced account.

******** regrets any payment concerns ************ may have experienced, and we appreciate the opportunity to respond. Our records reflect on April 27, 2022, ************ activated new service with Metro by T-Mobile with a phone number ending in 0994.

Please note, as stated in Metro by T-Mobiles Terms and Conditions, all accrued charges must be paid in full by the due date on the billing notification. If payment in full is not received by the due date on customer billing notifications, it will be treated as a late payment or non-payment and the account may face suspension of services.

Our records reflect ************** account reflected a balance owed in the amount of $40.00, with payment due on October 27, 2022. Please note, the payment was not received by the due date, and as such, the account services were suspended. On October 29, 2022, ************** account services were restored, and she was provided a three-day extension to allow additional for time for her payment to be received. Regrettably, a payment was not received within the three-day extension timeframe, as such, on November 1, 2022, her account services were again suspended. However, on November 12, 2022, a payment in the amount of $40.00 was received and the services were reinstated.

Our records further reflect on November 27, 2022, a payment in the amount of $40.00 was due. However, the payment was not received, and the account was suspended. On December 10, 2022, a payment in the amount of $40.00 was received and the services were reinstated.

Thereafter, ************** account reflected a balance owed in her amount of $40.00 due by December 27, 2022. Unfortunately, the payment was not received, and her account services were suspended.

On January 4, 2023, ************ contacted our ************************ regarding her missing payment concerns and a payment extension was provided. Additionally, based on the payment information she provided, the matter was forwarded to our payment team for further review to have a payment that was remitted to another Metro by T-Mobile account transferred to the above account. On January 5, 2023, a payment in the amount of $10.00 was located and transferred to ************** above-listed account.

On January 9, 2023, during our conversation with ***************************, an authorized contact for Ms. ****** Sagos account, we provided the above information. To resolve this matter, we applied a credit in the amount of $42.00 to Haven Sagos account and she confirmed her issue is resolved. We regret any inconvenience to *************

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

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

Very truly yours,

METRO BY T-MOBILE

**************************************
Executive Response

Customer Answer
Date: 01/17/2023

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. Even though it inaccurate because the October payment was made and they saw the proof and then they suspended my mothers phone service after they somehow took money off her account and placed it on mines for some odd reason and we have separate accounts!

Sincerely,

Heaven Sago
Initial Complaint
Date:01/04/2023
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.
This business is promoting free phones but they say you have to pay 60 dollars a month plus insurance , which is not true because you can get it online and corporate office for 40 dollars a month and a free phone this is in several metro stores when you call **** number they tell you something completely different als they add a cover and say its free when they are really charging you for it .
Business Response
Date: 01/17/2023

January 17, 2023

FILED ELECTRONICALLY

Better Business Bureau
12639 **************., Ste. 200
*****, ** *****

Re: ***********************
Your File No. 18682839

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 January 4, 2023. 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.

It is important to note that Metro by T-Mobile stores are independently owned and operated, and Metro by T-Mobile is solely the service provider. 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 ************** recent contact with the authorized dealers.

Customers may benefit from our great device promotions, including instant and mail-in rebates. ************** may visit our website www.metrobyt-mobile.com for device promotions and rate plan options. Please note, online pricing and instore pricing may differ, and some promotions include the requirement to visit a local retail store; however, we regret any inconvenience to ***************

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

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

Very truly yours,

METRO BY T-MOBILE

***********************
Executive Response
Initial Complaint
Date:01/04/2023
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.
On 1/2/23, I called TMobile at 6pm to report problems with the charging port on my phone. It was no longer charging when plugged in. My phone is still under warranty. The representative made a mistake and ordered a replacement phone for *************** and shipped to GA. An email was sent to me with these details. I made a 2nd call at 8pm to ******** on 1/2/23 to report that the phone was sent to the wrong person at the wrong address. Echo, said I would have to wait for the phone to ship to GA, get returned and then they would cancel the order. There was nothing he could do but if I call the local ******** store the next day, they could cancel and order a new replacement. I called the store at ******************* at 3pm on 1/3/23 and was told I needed to come in person to get the address changed to a store pick up or delivered to my home. He talked over me and never asked me for information to try to look up my account. The guy on the phone acknowledged the snow storm but told me I had to come in. Schools released early today, 1/3/23 as result of this snow storm. I called ******** customer service ***** at 4pm to speak to a manager. I waited on the phone 50 minutes and then asked for a manager to call back. No one has called. On Januarty 3, 23 I called corporate to report the problem but was routed back to general customer service 3 times. The ********************** representative I spoke with at 4pm gave me the wrong number for their corporate office. I had to go onto their website to look for it. The number listed, ************ got me to someone who transferred me back to the main **************** number. I called this number 3 times, the 2 and 3rd time, I was automatically routed to the main **************** number. I was unable to file a complaint. No one at ******** did anything to correct their mistake. I appreciate that Una put the order in to expedite the phone to me yesterday. Her mistake was not confirming the address. Fix the prob. I need a phone!
Business Response
Date: 01/13/2023

January 13, 2023

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 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 January 4, 2023, regarding the above-referenced account. Please be advised the account holder of record is ***************, and he has designated ********************* as an authorized user of the account. ******** has made efforts to contact ********** which have proven unsuccessful. As such, ******** will make every effort to address ************ concerns within this letter.

******** regrets any concerns ********** experienced regarding her ******** ******* Galaxy A71. ******** records reflect, ********** purchased a ******* Galaxy A71 on June 15, 2022. By purchasing ******** equipment, ********** receives a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, ********** is eligible to receive an advanced replacement of her device via ********s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, ******** provides a replacement handset of the same or equivalent model, with a service ******************* fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.

On January 2, 2023, ********** reported concerns with the charging port of her ******* Galaxy A71 with Care, and a replacement of the same make and model was shipped, however, due to an administrative error, the device was shipped to the billing address. On January 5, 2023, a new replacement order was submitted for the ******* Galaxy A71 and was shipped to an alternate address which reflects delivered on January 9, 2023.

******** would appreciate the opportunity to discuss this matter further with ****************** ********** may contact me directly at the number listed below, as we would like to work with her towards an amicable resolution. ******** regrets any inconvenience to **********, and we look forward to hearing from her.

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 ************ recent contact with our retail location and Care team.

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:01/03/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
******** is giving me less than 50% of the agreed upon network speeds, and they are refusing to let me return the phones.I'd like the contract cancelled, and to be reimbursed 50%-55% for the broken contract.
Business Response
Date: 01/15/2023
January 14, 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 January 3, 2023, regarding the above-referenced account. Please be advised we have made attempts to contact ************, which have proven unsuccessful. Therefore, we will make every effort to address concerns within this correspondence.

******** regrets any coverage concerns ************ has regarding ********* and we appreciate the opportunity to address this matter. On March 17, 2022, ************ activated the account and had four voice lines of service with the mobile numbers ending in ****, ****, ****, and ****. ************ subscribed to the Magenta Voice rate plan which included unlimited minutes, unlimited messages, and unlimited data at up to 5G speeds depending on device and network capability. Additionally, ************ had a DIGITS line of service with the mobile number ending in ****.

************ had qualified for and taken advantage of ********s Equipment Installment Plan (***) on several occasions at a local ******** retail location for the following equipment:
On March 19, 2022, ************ purchased an Apple iPhone 13 Mini handset with the ******************** Equipment Identifier (****) number ending in ****, which was associated with the mobile number ending in ****, for the full retail purchase price of $699.99 plus applicable taxes and fees, and he agreed to a series of 23-monthly installments in the amount of $29.17, and a 24th and final monthly installment in the amount of $29.08.
On March 19, 2022, ************ purchased an Apple iPhone 13 Mini handset with the **** number ending in ****, which was associated with the mobile number ending in ****, for the full retail purchase price of $699.99 plus applicable taxes and fees, and he agreed to a series of 23-monthly installments in the amount of $29.17, and a 24th and final monthly installment in the amount of $29.08.
On April 7, 2022, 2022, ************ purchased an Apple iPhone 13 Mini handset with the **** number ending in ****, which was associated with the mobile number ending in ****, for the full retail purchase price of $699.99 plus applicable taxes and fees, and he agreed to a series of 23-monthly installments in the amount of $29.17, and a 24th and final monthly installment in the amount of $29.08.
On April 7, 2022, 2022, ************ purchased an Apple Watch SE 44mm device with the **** number ending in ****, which was associated with the mobile number ending in ****, for the full retail purchase price of $359.99 plus applicable taxes and fees, and he agreed to a series of 23-monthly installments in the amount of $15.00, and a 24th and final monthly installment in the amount of $14.99. ************ purchased the Apple watch during the 2021 Apple Watch P9 offer. From August 27, 2021, through June 29, 2022, customers could purchase a new Apple Watch SE 44mm on *** at a cost of $249.00 (up to $110.99 off) via monthly Recurring Device Credits (RDC) when they activated a new line of service on a qualifying Apple DIGITS or Apple Watch Standalone rate plan for use on the watch. ************ met the eligibility requirements for the 2021 Apple Watch P9 offer and as such, the line of service ending in **** was setup to receive 23-monthly RDC of $4.63, and a 24th and final monthly RDC of $4.50.
On April 12, 2022, 2022, ************ purchased an Apple iPhone 13 Mini handset with the **** number ending in ****, which was associated with the mobile number ending in ****, for the full retail purchase price of $699.99 plus applicable taxes and fees, and he agreed to a series of 23-monthly installments in the amount of $29.17, and a 24th and final monthly installment in the amount of $29.08.

Please note, if a customer has an open ***, and the account is cancelled, any promotional offers are removed, and any remaining open *** balance on the cancelled account is accelerated and becomes due with the final billing statement. This information is disclosed within the *** agreement provided at the time of purchase. Additionally, ******** provides a 14-day return period to all customers who purchase their equipment at a retail location, allowing them to use the service and equipment to see if it meets their needs. If customers find the service or equipment is not acceptable, customers can cancel service and return the equipment for a refund less any restocking fee, within the return period and only be responsible for the service charges, fees and taxes incurred through the date of cancellation.

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.

The billing statement dated December 18, 2022, reflected a total balance due in the amount of $464.79. This balance consisted of a past due balance in the amount of $218.71, and new charges in the amount of $246.08. The new charges consisted of monthly recurring charges, ***, as well as applicable taxes and fees.

On January 4, 2023, ************ cancelled the account mid-bill cycle. Pursuant to ******** policy, customers who cancel their account mid-bill cycle, *** be responsible for services through the end of their bill cycle. Additionally, please be advised that as of March 2013, ******** did away with contracts and as such, ************ was not under any contractual obligation and was free to switch carriers at his discretion. Furthermore, the handsets mentioned above are not eligible to be returned and ******** respectfully declines ************** request for reimbursement of services. It is ******** position the balance is valid and owed and ************ will receive a final bill which will reflect the final balance due which will include accelerated remaining *** balances.

However, ******** would like the opportunity to speak with ************ and work towards an amicable resolution. We request ************ contact our office directly at the number listed below to discuss this matter. Additionally, should ************ have any questions regarding this matter, or the information provided, he *** contact our office at the number listed below. ******** regrets any inconvenience to *************

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

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

Very truly yours,

T-MOBILE USA, INC.

***************************
Executive Response
Customer Answer
Date: 01/16/2023

Complaint: 18678555

I am rejecting this response because:
I wasn't given any coverage and had next to ************ speeds, impossible to run a business this way. The devices were returned to the store after the live agent with ******** told me to bring them back to the store that they were purchased from (ALL UNDER RECORDING WITH VIDEO PROOF)

Sincerely,

***********************
Initial Complaint
Date:01/03/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I HAD PURCHASED A PHONE AND HAD TO GO BACK 9 TIMES AFTER THE 5TH TIME THEY ORDER ME A NEW ONE SAME PROBLEM AND REFUSE TO GIVE ME MY MONEY BACK OR OR GIVE ME A DIFFERENT ONE I PAID $180.00 FOR IT THEY SAID IF I WANT A DIFFERENT BRAND I WOULD HAVE TO PAY FULL PRICE
Business Response
Date: 01/20/2023

January 20, 2023

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****,** *****

Re: *******************
Your File No. 18672751
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 January 3, 2023, regarding the above-referenced account.

******** regrets any concerns ************** has experienced regarding his resent handset purchase. Our records reflect ************** activated service on June 24, 2013, with a new ** K51 handset for use on his phone number ending in 0149.

On December 21, 2022, ************* completed an upgrade to a new ******** RVL6 handset at a local retail location. Metro by T-Mobile allows new customers to return a device or accessory within 14 days of the purchase date. However, our Return Policy is for new account activations only. Phone upgrades for existing customers are non-refundable, but may be covered by a limited manufacturer's warranty, if applicable. Our policy is available for review at *****************************************************************************.

On January 12, 2023,during our conversation with **************, he was provided the above information.However, to resolve the matter to ************** satisfaction, we made a one-time exception, and we offered to provide an account credit of $202.00 to cover the cost associated with upgrading to the new handset. The account now reflects a $176.80 credit balance. ************** accepted our goodwill offer. We regret any inconvenience to ***************

We appreciate ************** taking time to provide details of his experience regarding his experience at our Metro by T-Mobile retail store. 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 this complaint against ******** be closed.

Customers may contact ************* either by dialing **************** or 611 from their handsets during the hours of 6 am to 2 am CST. If you have any questions, please do not hesitate to contact our office by calling ************.

Very truly yours,

METRO BY T-MOBILE

**************************************
Executive Response
Initial Complaint
Date:01/02/2023
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.
Good evening. I had an account with metro pcs by ******** which was canceled today without my knowledge, I lost everything and was told I can't get my number when I went to activate another phone with another phone service provider. I have no access at all to anything on my phone, completely lost because everything was stored and I don't have any access to any of it and I'm paid up until the 9th of January. Very very very upset!!! *********************** ************
Business Response
Date: 01/14/2023
January 14, 2023

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****,** *****

Re:      ***********************
Your File No. 18672780
                        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 January 2, 2023, regarding the above-referenced account.

We regret any inconvenience **************** may have experienced when his account was canceled by ********. We appreciate the opportunity to respond.

Our records show on December 23, 2022, a letter was mailed to **************** informing him that his account would be terminated by ******** on January 2, 2023.

On December 29,2022, **************** contacted our ************* team regarding the letter he received. As stated in our letter, Metro by T-Mobile advised if **************** did not port his mobile number to a new carrier by January 2, 2023, his account would be cancelled effective January 2, 2023, and he would be ineligible to obtain service from Metro by T-Mobile or any its affiliates (including Sprint and ********) in the future. Our letter further advised if **************** would like to keep his mobile number, he may port it out to another provider prior to that date. Because **************** did not port his mobile number to another service provider by January 2, 2023, the account was canceled and the mobile number on the account is no longer available for porting. We regret any inconvenience to ****************.

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

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

Very truly yours,

METRO BY T-MOBILE

*********************
Executive Response
Initial Complaint
Date:01/02/2023
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.
In August 2022 I began Internet coverage with ********* Within days I began to loose connectivity and started to make phone calls for technical support. Initially I was told to turn the Gateway off, unplug it and then reverse the process. I repeated this as instructed several times until connectivity was returned. I continued to make several more calls due to lost connectivity. I was told that the "tower was being upgraded " and it would be completed in September. I continued to loose connectivity throughout September. I was told I needed a cell spot which I was sent and installed. In September I was told I needed a new Gateway since the current Gateway was most likely defective. I returned the first Gateway after receiving the first. I continued to loose connectivity and was then told the tower update would be complete in October. (the tower is two blocks from my home). In October I was told that my connectivity was not coming from the tower being updated but from another tower, with another call I was told that my signal was "bouncing back and forth" from another tower to the tower being updated, another technician told me that was not the case. In October I was told that the tower update would be complete in November, but I needed an updated Gateway. I was sent the same model I had, not an updated one. I continued to loose connectivity. In November I was told that the tower update began in April 2022 and would be complete on December 31st 2022. Not only did I not have anything close to reliable internet service I wasted hours on the phone with technical help. I had to drop out of a class I was taking on Zoom and had to go to the library to keep current with work related issues, in addition I wasted time and gas returning Gateways, three trips total. I made requests to be reimbursed for not having reliable internet , I was given a $25. credit. ******** apparently knew they could not provide reliable internet, I was not told the truth. Refund, 4 mo. $960.
Business Response
Date: 01/14/2023

January 14, 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 January 2, 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 Ms. ******* concerns within this letter.

******** regrets to hear of any billing concerns. *************** may have but appreciates the opportunity to respond. Our records confirm that on July 14, 2022, **************** activated one line of ******** Home Internet ending in **** for $55.00. **************** also activated one voice line of service for the line ending in ****, while subscribing to Magenta *** 55+ for $70.00. **************** was also enrolled in AutoPay which provides a $5.00 bill credit per qualifying line.

On July 24, 2022, **************** contacted her Team of Experts (TEX) regarding signal at her home location and was sent a ***FI Cellspot Router. The Personal CellSpot Router unleashes the full ***** of ***Fi, allowing customers to call, text, surf anywhere in their home, including the attic and the basement with their ***Fi capable device. It is like having a tower in one's house and is now available at no additional cost. Only one CellSpot Router is available per account and it will only function in homes already wired with high speed internet service; however, it does not require that customers receive a minimum level of cell coverage within their home. The CellSpot Router has innovative ******** software installed that prioritizes calls made over ***Fi as compared to other network traffic which ensures consistent and clear quality phone calls. This router is available for our customers to use as long as they remain a ******** customer. Upon cancelation of service, the router must be returned to ********. If not returned, the customer is billed a $99.00 non-return fee. If returned with physical damage, the fee is $25.00. However, on the same day as ordering the device. *** ******* account was adjusted $25.00 to cover the cost of the ***FI Cellspot Router.

The billing statement dated August 15, 2022, was generated with a total $115.00 consisted of plan charges of $115.00 a deposit charge of $25.00 and a credit of $25.00.

******** 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 Ms. ******* account and based on the coverage map, confirms her account address is in a good coverage area with no known issues. Our records confirm that **************** exchanged her ***** gateway for the line ending in **** multiple times from September 20, 2022 through November 10, 2022.

******** records confirm *************** canceled her account on December 3, 2022, when she ported her mobile number to another service provider ending in ****. Ms ******* billing cycle ran from the 15th of one month to the 14th of the following month. Pursuant to ******** policy, customers are responsible for all charges through the end of their service term. Accordingly, **************** was billed through December 14, 2022. **************** also cancelled her home internet line ending in **** on December 13, 2022.

On December 5, 2022, a payment of $90.00 was remitted via AutoPay bringing the balance to zero. The bill dated December 15, 2022, totaling $0.82 consisted of $0.49 in current plan charges and $0.33 in service charges which was deducted via AutoPay on January 5, 2023.

To amicably resolve the issue, on January 13, 2023, a refund was issued to the address on file, via a prepaid card in the amount of $440.00. Please allow up to ten business days for the refund to be received. The account remains cancelled with a zero balance.

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 Ms. ******* recent contact with our customer care team.

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

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

Very truly yours,

T-MOBILE USA, INC.

*************************
Executive Response
Customer Answer
Date: 01/24/2023
Follow up regarding my previous complaint #******** with ********* I previously submitted a complaint for ******** and received a refund pre-paid card value $440. The card is issued from North Lane ************************************************************************. The card cannot be activated. I called three numbers listed, two on the card and one listed on line: *****************-871-1267, 866-326-8689. None of these numbers are valid. There are not any other numbers listed to activate the card. I attempted to reach someone on line without success. After research I found the company North Lane has a record as being disreputable. I find it hard to believe that ******** did not know the horrible reputation of North Lane and it is not possible to activate the card! They have succeeded in adding insult to injury.
Business Response
Date: 02/03/2023
February 3, 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 January 31, 2023, regarding the above-referenced account.

******** regrets to hear of any additional concerns *************** may have with activating her refund card and appreciates the opportunity to respond. Our records confirm that **************** reached out to your agency on January 24, 2023, stating that she received the refund card but was having trouble activating the card. We are pleased to report that Ms. ******* concerns have been resolved.

On February 3, 2023, **************** contacted our office, and we were able to connect with *****, the administrator of the prepaid card, to verify that her card was activated. However, **************** was attempting to use the card at an ATM location which is not supported. Nevertheless, to amicably resolve the issue we were able to have Onbie send a paper check in the amount of $440.00 to Ms. ******* address on file. Please note that it may take seven to ten business days for the check to arrive. ******** 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:01/02/2023
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.
**************** is horrible. Call to advise been sick and need a payment plan was advised a payment plan was set up advised not sure when or who but since I HAVENT been late can something be done so my services do not get disconnected. The supervisor said no. ******** is a money hungry company that cares nothing about their customers or customer service. Another time as I was upgrading I provided my PAID off phone which qualified for $1000 for the phone ******** was asking for over $400 down and will give me my $1000 credit monthly which made no sense. When I asked for a supervisor she pretty much cussed me out because I didnt agree with being ripped off.
Business Response
Date: 01/14/2023

January 14, 2023

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: ******** Account Holder: *********************
Name of Complainant: P *****
Your File No. ********
******** Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (********) is in receipt of your correspondence dated January 2, 2023, regarding the above-referenced account. ******** has confirmed P *****, and ********************* are one and the same.

******** records indicate ************** activated service on July 18, 2022, with five voice lines ending in ****, ****, ****, **** and 7207. ************** is currently subscribed to our Magenta *** rate plan for $255.00 monthly. The voice line ending in **** qualified for the 2022 Line On ** P2 promotion and receives a $30.00 discount. Please note Ms. ****** account was enrolled in AutoPay on August 12, 2022. ************** qualified for a $5.00 discount per line when AutoPay remains active on her account.

The billing statement dated November 18, 2022, reflected a total balance owed in the amount of $200.00 due on December 11, 2022. The charges were for the monthly recurring service charges from November 19, 2022 through December 18, 2022. On December 6, 2022, ************** disenrolled from AutoPay.

******** records indicate on December 15, 2022, payment arrangements were made for her outstanding balance through our Interactive Voice Response system for payments to be made for $100.00 on December 29, 2022, and $100.00 on January 12, 2023. A payment arrangement confirmation was sent to the email address on file and the mobile number ending in ****. Once a payment arrangement is set up, it cannot be modified or deleted.

In addition, if a customer defaults on a payment arrangement that has been agreed to, then collection activity automatically resumes on the account. This means the account may be suspended without notice due to non-payment on the account.

The billing statement dated December 18, 2022, reflected a total balance owed in the amount of $429.84. This balance consisted of a past due balance of $200.00 and new charges of $229.84 due on January 11, 2023. The new charges were for monthly recurring services from December 19, 2022 through January 18, 2023 along with a one-time late fee of $9.84.

On December 30, 2022, ************** contacted our ************* however as a payment arrangement was already set up, a new arrangement could not be made. In addition, as the payments arranged were not remitted, on January 2, 2023, Ms. ****** services were suspended.

******** records indicates ************** contacted our ********s ************* on January 2, 2023, to create a payment arrangement on the account. ******** restored Ms. ****** account with the payment arrangement being agreed upon. When the service was restored, a one-time restore from suspend fee totaling $60.00 plus applicable taxes and fees were billed on her account, which updated the balance due to $493.11. An arrangement was entered for ************** to pay $246.56 on January 9, 2023, and $246.55 on January 23, 2023. A payment for $246.56 was received on January 9, 2023, which updated the balance due to $246.55.

******** was able to speak to ************** on January 11, 2023, and provided the information above. To amicably resolve this matter, ******** applied a one-time adjustment for $63.27 for the restore fees, which updated the account balance to $166.57.

Regarding Ms. ****** concern regarding a down payment being previously required please note, the down payment is determined by several factors including handset selected, individual account tenure, payment history, and personal credit information.

Please be assured ******** takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any ******** employee failed in any way to display that during Ms ****** recent call to our *************.

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

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

Very truly yours,

T-MOBILE USA, INC.

*****************;
Executive Response
Customer Answer
Date: 01/16/2023

Complaint: 18671285

I am rejecting this response because: Im very disappointed that nothing was discussed about one time being late and service disconnected is wrong. ******** offered nothing I had to ask for the reconnection fees. ******** offered no assistance with new phones just that a down payment is required even with good credit. If I trade in a phone I own I get $1000 credit for the phone still have to put a down payment of over $400.00 and if I leave ******** I love the trade in. Its very sad that their actions doesnt match what they say.

Sincerely,

P *****
Business Response
Date: 01/25/2023

January 25, 2023

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: ******** Account Holder: *********************
Name of Complainant: P *****
Your File No. ********
******** Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (********) is in receipt of your correspondence dated January 2, 2023, regarding the above-referenced account. ******** has confirmed P *****, and ************************* are one and the same.

******** regrets any continued concerns ************** experienced regarding the above-referenced account. Please note, any down payments required upfront when either purchasing a phone or upgrading a phone is determined by a combination of factors including handset a customer selects, individual account tenure with ********, account payment history, and the account holders personal credit information.

As indicated in our previous response, on December 15, 2022, ************** set up a payment arrangement via our Interactive Voice Response (IVR) system. This arrangement was set up by ************** without assistance from any ******** employee. ************** agreed to remit a payment in the amount of $100.00 on December 29, 2022, followed by a payment in the amount of $100.00 on January 12, 2023. A payment arrangement confirmation was sent to Ms. ****** email address of record, as well as the mobile number ending in 8055. It is important to note, once a payment arrangement is set up, it cannot be modified or deleted.

On December 30, 2022, ************** contacted ************* regarding the above account. As a payment arrangement was already set up, another payment arrangement could not be set up at that time. Regrettably, as the above payments were not remitted as arranged, on January 2, 2023, Ms. ****** services were suspended. Pursuant to ******** policy, customers may be suspended when payment in full is not received by the payment due date. Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response or with our ************* or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip.

On January 2, 2023, ************** contacted ******** and set up a new payment arrangement, at which time the service was restored, and a one-time restore from suspend fees in the amount of $20.00 per line plus taxes, totaling$63.27, were assessed to the above account. ************** agreed to remit a payment in the amount of $246.56 on January 9, 2023, and a payment in the amount of $246.55 on January 23, 2023. Please note, while the arranged payment of $246.56 was not received, a payment in the amount of $263.27 was remitted on January 9, 2023, reducing the balance owed to $229.84.

Based on the above, it is ********s position the restore from suspend fees were assessed to the above account correctly. However, on January 11, 2023, ******** issued a one-time credit to the above account in the amount of $63.27 for the above restore from suspend fees and applicable taxes, which reduced the balance owed to $166.57. ******** respectfully declines any additional compensation for this matter. Ms. ****** billing statement dated January 19, 2023, reflected a balance owed in the amount of $394.25, which consists of the past-due balance in the amount of $166.57, and new charges in the amount of $227.68 for monthly recurring charges and a late payment fee. On January 24, 2023, ************** remitted a payment in the amount of $166.57 for the past-due balance, reducing the balance owed to $227.68. Payment for this balance is due February 11, 2023. We regret any inconvenience to ***************

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

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

Very truly yours,

T-MOBILE USA, INC.

*****************;
Executive Response
Customer Answer
Date: 01/30/2023

Complaint: 18671285

I am rejecting this response because:As you see below the company immediately went to talk about a payment plan that I didnt originally did. ******** has a lawsuit as they continue to request down payments and rip consumers with the tactics they use for us to trade in and force to lose our trade in value if we leave before the 2 years. The high down payments while receiving my trade in is a rip off. As you notice it was touched on quickly and then the focus was immediately back on my payment plan. Unfortunately ******** do not value or care about their customers.

Sincerely,

*********************
Initial Complaint
Date:01/02/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
5G Gateway and cell phone/service was purchased on 12/21/2022. Salesman insisted that I had to buy a cell *************** in order to get the 5G Gateway. Not contract or bill was signed. After I used my credit card twice (once for $109.11 - 5G Gateway and once for $289.75 - cell phone) the salesman was unable to provide a bill or terms in any format when asked. As my credit card was already charged, I left the store with the items.Called ******** and Metro by T-Mobile the next morning and was told that the purchase of the cell phone/service was not necessary to get the 5G Gateway. I was also told that the 5G Gateway was not what I needed for my application as I had been told by the salesman.Returned all items (5G Gateway, cell ******************** at noon on 12/22/2022 to same salesman that sold me the items the previous evening. He wanted to argue about the purchase, so I put all the items on the counter in front of him and took a picture for verification purposes. At this point I left the store with the items still on the counter. I didn't see a satisfactory resolution to the situation based of the demeanor of the salesman.A complaint with the *** has been filed - Ticket No. *******.
Business Response
Date: 01/25/2023

January 25, 2023

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: *************************
Your File No. 18669130
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 January 2, 2023, regarding the above-referenced account.

******** regrets any concerns **************** experienced regarding his recent in-store upgrade experience. Please be advised, Metro by T-Mobile provides a 14-day return period for newly activated customers. New customers may return a device or accessory within 14 days of the purchase date of the original device or within 60 days of the purchase date of a ******** 5G Gateway. However, it should be noted, our Return Policy only applies to new device activations. Device upgrades are non-refundable and non-returnable, but may be covered by a limited manufacturer's warranty, if applicable.

As such, the ******** G ****** and Arcadyan Home Internet Gateway devices **************** purchased on December 21, 2022, as new activations were eligible to be returned. Additional information regarding our return policy is available at ********************************************************************;

It is important to note that Metro by T-Mobile offers prepaid service, and per our Terms and Conditions: Our Service is non-refundable (even if returned during the Cancellation Period), and no refunds or other compensation will be given for unused service, lost, or stolen prepaid cards, or coupons. Additional information can be found at ****************************************************************************************************************************************************************.

Please be advised that Metro by T-Mobile stores are independently owned and operated, and Metro by T-Mobile is solely the service provider. Therefore, we are unable to view in-store transactions. Nevertheless, 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 ****************** interaction with a retail location.

Upon speaking with **************** on January 17, 2023, we advised him of the above information. It is our position ****************** account has been properly billed. As such, we respectfully decline ****************** request for a refund for service charges totaling $125.00. It should be noted that the Home Internet for Metro service does require for customers to have at least one voice line to be eligible for the ********************* plan. **************** indicated he disputed the service payments made on December 21, 2022, with his financial institution, which resulted in his payments being refunded. We regret any inconvenience to *****************

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

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

Very truly yours,

METRO BY T-MOBILE

*****************************
Executive Response
Customer Answer
Date: 01/25/2023

Complaint: 18669130

I am rejecting this response because: As I read the response, ******** is expecting me to pay for service that was never used on equipment that was returned within 24 hours. No contract was signed and no statements, written or verbal, were given to me regarding any non-refundable fees.

Sincerely,

*************************
Initial Complaint
Date:01/02/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On the 22th of Dec, I went into Metro Pcs for phone options for my daugther. **, the employee, asked for SS number, I asked if she was running my credit and she stated No, they don't do that, it's a prepaid company. About 30 mins later, ** came up to me and stated she done a small credit run. We had words. ** stated don't worry, I can get you the Iphone 14 for 40 dollars every two weeks. She apologize for her running my credit. She said I am giving you the screen protector, case, ear buds, and a speaker for free. I said okay. I paid my phone bill. I then get a charge on my account for almost ******. I started questioning why. I ask ** and ***** for a detail recept showing what was purchased. Both ***** and ** stated that their printers were down and unable to give a receipt. There was a confrontation, as I asked that the sale taxes on the phone should only be ******. ***** stated she could email me a receipt, which she did. On the 23rd of Dec, I returned to the store, where ** and a gentleman was working that day. ** stated that the systems were down and she could not provide me with a receipt. I went into my bank statement and seen a purchase for a smartpay. I look the company up and contact that company. I was informed that a finace for an Iphone, earbuds, case, screen protector and speaker was financed under my name with my consent. On the 23rd of Dec, I return to the store with the police. There were three genetlemans working. I showed them the receipt that was emailed to me. The guy stated they don't email receipts. He pulled up my account and allowed a screenshot of all the purschase and finacing for almost ******* that ** had done under my name, without permission. The gentleman apologize and was going to cancel and refund everything. ***** contacted the gentleman and informed him not to. The police stated it was a civil matter. He took a report and adviced me to email him both receipts and all voice recordings that I had within the pat two days.
Business Response
Date: 01/25/2023

January 25, 2023

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****,** *****

Re: *********************************
Your File No. 18646477
Metro by T-Mobile Account No: *********

To Whom It May Concern:

Metro by T-Mobile is a brand operated under ******** USA,Inc. (********). As such,
******** provides a response on behalf of Metro by T-Mobile. ******** and Metro by
******** may sometimes be referred to herein, collectively,as ********. ******** is in receipt of your correspondence dated January 2, 2023, regarding the above-referenced account.

Metro by T-Mobile regrets any concerns ********************** may have experienced with her new device lease. We appreciate the opportunity to respond. Please note that the device was leased using SmartPay. SmartPay is a third-party vendor that offers Metro by T-Mobile customers lease-to-own plans to purchase smartphones and accessories with convenient monthly payments. As such, any inquiries regarding the lease agreement are subject to their terms and conditions and may be directed to SmartPay directly. They can be contacted by dialing **************.

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 Ms. ********** recent interaction with a retail location.

Review of our records reflects ********************** purchased her new handset, an Apple iPhone 14, on December 22, 2022, and paid a lease start price of $169.26 for the device, an iPhone case, an iPhone screen protector, a wireless speaker, and a set of wireless earbuds. The terms of the lease include biweekly payments of $80.60 for this equipment, with a total lease cost of $1,861.86.

Upon speaking with ********************** on January 13, 2023, we discussed the above information, as well as the details of her dispute with this purchase. Following additional discussion with our local retail team concerning Ms. ********** dispute, we agreed to provide a credit to her Metro by T-Mobile account for the amounts already paid for the equipment totaling $330.46. As we are unable to make any alterations to the lease agreement held by SmartPay, we directed
********************** to contact SmartPay directly to return the disputed equipment to forestall any additional required payments. ********************** accepted this as resolution to her concerns.
******** regrets any inconvenience to ***********************

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

Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6:00 a.m. 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
Customer Answer
Date: 01/31/2023

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,

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

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