ComplaintsforT-Mobile USA, Inc.

• Initial Complaint

  10/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I cancelled my service with T-Mobile on 10/5/24. As I transferred my service to another carrier, I was required to pay off the balance of my devices in full in order for T-Mobile to unlock my devices. Once my account with ********************** account was closed, I lost access to the T-Mobile app, so I was not able to go back to see what my final **** would look like. As you can see in the attached ****, they are charging me $250.88. I called them and after over an hour on the phone with them, they agreed that the **** would be adjusted to exclude the equipment charge of $91.68, as the devices were indeed paid in full. So they now say my new amount owed is $159.29. No matter how many times I tried and point out to them that both page 2, under "Detailed Charges", and on page 3 towards the right hand side of "Regular Charges", it clearly indicates that I am being charged in advance for ****ing period Oct 03 - Nov 2, they kept insisting that the **** was for Sep 03 through Oct 02 and that I would get yet another **** to cover October 03 through closing on Oct 05. This is clearly contradictory to what this **** says I am being charged for, and I know for a fact, the cost of service for three days (Oct 03 through October 05) is NOT $159.29. Had I not been paying attention, they would have had me pay them $250.88 for a **** that was printed on 10/10/24, well after I had closed my account and the **** should have already been adjusted. Even after my reaching out to them, they are still trying to get me to pay an incorrect amount of money, expecting me to simply disregard the **** period listed on the ****.

  Business response

  10/25/2024

  October 25, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      File Number: 22460127
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated October 22, 2024,regarding the account referenced in the above-mentioned file number.
  
  T-Mobile regrets any concerns our customer has regarding their account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to the charges billed after the cancellation of their account.
  
  After a thorough review T-Mobile confirmed that charges for our customers account are billed in advance of the service being provided and become due within that billing cycle. Additional review found that the account was cancelled in the middle of their bill cycle.
  
  We contacted our customer on October 24, 2024, apprised them of our findings, and addressed their concerns.  Furthermore, we provided them our contact information should they have any additional questions regarding this matter.  T-Mobile regrets any inconvenience to our customer.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
  
  T-MOBILE ********
  
  
  **** **********
  Executive Response

  Customer response

  10/25/2024

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

• Initial Complaint

  10/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They convinced me to get the Internet Router/Modem even after saying no, and shipped the WiFi modem to my house, claiming they have a 2 week or 4 week free trial service. I returned it immediately without opening the box after multiple customer service phone calls and going to multiple stores as they wouldn't accept the return. Now they charged me 60$ for first month's charges even though I never used their service/activated it/opened the modem.

  Customer response

  10/25/2024

  T-Mobile contacted me and offered me the refund.
  
  Thank you for the help!
  

  
  

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been trying to work with T-Mobile for over 6 months trying to resolve issues of over charging us. We have paid our devises off as of July 2024. I spoke to someone at that time and assured us we are paid in full on their devises and that our bill moving forward would be ****** yet they have continued to charge us 337. We called to get this resolved in august and they assured us they were making the adjustments. We went to pay our bill and the adjustments were not made, I called again and they assured us they would adjust the bill. Then we came into the next billing cycle. After multiple calls no responses they had made no adjustments and we were the forced to pay two full payments of an amount we didnt owe to just ensure we are able to have service. We have still been waiting for someone who assured us they would make the adjustments to the account, no one has called and now they are telling us we owe more fees and our bill is still over $300. At this point they are scamming people out of money and steeling from us. I cant imagine who else they are doing this too. They are not properly documenting the calls on their end, making promises they dont intend to keep. I am happy to provide details and dates as needed because what it says in their account is not accurate to what is actually reflected. They refuse to send us a paper bill and have us stuck in getting logged into the online account sense they bought out sprint our original provider. Additionally in this most recent call they reviled they have been charging us for a devise we warranty replaced 6 months ago they assure we would not be charged for. When we call to get this resolved they pass us around to multiple people and it ends with someone needing to call us back because no one there can make the adjustments at that time. It is sickening. We need help from someone. I know the amount may be small to some but we are a family of 6 on one income trying to survive, that is food for our kids.

  Customer response

  10/18/2024

  I appreciate the BBB for reaching out to the company. We finally spoke to someone who was able to verify what we will be charged in the future, as well as make the adjustments and credits to our current bill. They are also going to follow up with us before our next billing cycle. I am glad they finally took our complaint seriously, and made it right. Thats all we can ask for. Thanks again for your attention to this matter, it gave us a sense that there is still good in this world for hard working people. 
  
  
  
  
  **** and **** Feathers 
  

  
  

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  July 30th, i switched telephone providers. Tmobile was still paid the amount owed from the services provided through autopay. I received a letter in the mail from Tmobile saying the FINAL BILL would be $2.32. That was due Sep 2nd. It tells me to login but to pay under *************************************************************. I am normally charged automatically on the 30th of every month. On the bill it also says we are paying through auto payment. Final Bill paid.We received a pink letter from Tmobile in ***** , with a return slip. On the pink letter it says Personal Cellspot. Amount owed is $309.96.Confused, spoke with my wife about how we had returned it over 10 years ago since it did not work for us at all. This device is supposed to strengthen cell connections but it did not do that. We returned it as advised from a representative to just drop it off. To our recollection they didn't give us anything back. We just dropped it off as they said they were sorry it didn't work for us since the personal cellspot device was new at the moment. They asked if we wanted to replace it and we said no. We got Wifi instead.We were charged those $309.96 on September 30th to our disbelief. We tried logging into out account but realized there was no way to get in & see anything from my account history.I called tmobile that same day & asked for that charge to be reversed as i did NOT consent to this charge. We requested our card info be deleted They asked about the device, i was transparent that it was over 10yrs ago etc. they said they would send me a text message once the reversal was approved. Called back a couple of times to make sure refund was given. One lady said to give it 1 more day to see it reflected on my end. I waited one week. My wife called the end of the week and they told her she should have canceled autopay before switching providers. We were in disbelief that that was the answer given. On the pink slip from tmobile it did NOT state we would be autocharged $309.96.

  Business response

  10/26/2024

   
  
  October 26, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re: Your File Number: 22434772
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 17, 2024, regarding the account referenced in the above-mentioned file number. 
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter.  In reviewing this matter, the customers concerns are pertaining to a non-return fee as a result of T-Mobile not receiving a 4G LTE Signal Booster device.
  
  The ********************** Signal Boosters are a group of unique and simple solutions that improves a customer's in-home coverage, enabling them to make better voice and data connections while in their home.  Please note the Signal Boosters are T-Mobile-owned devices and are provided to our customers.  However, if not returned upon cancelation of service, there is a $289.00 plus taxes and fees, non-return fee that is assessed to the account.
   
  After a thorough review, T-Mobile has confirmed the customers ********************** numbers were transferred to another service provider, cancelling the account.  After the cancellation of the account, the customer was sent a return label to return the previously provided Signal Booster.  Please note, to avoid a non-return fee, the device must be returned within seven days.  Please note, our office was able to locate the return of the 4G LTE Signal Booster device.
  
  ********************** contacted the customer on October 17, 2024, and advised of the above information.  A refund was processed to the customers original payment method, please allow up to three business days for its arrival.  Additionally, we provided them our contact information should they have any additional questions regarding this matter.   
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
  
  ****** ******
  Executive Response
  
  

  Customer response

  10/28/2024

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

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello I wanted to get a Apple Watch since Ive had my series 8 for awhile and I was almost done paying my phone off since my watch is a year old I was trying to speak to t mobile customer care but they want to pay a down payment for $100.00 I didnt mind paying the *** fee of course but a down payment for 100 I think not and when I ask the agent will it increase my bill the agent said yes it will I said is there anyway I can get it without increase my bill and the agent said its nothing they can do about it and was rude and just ended the chat I want to upgrade and get the Apple Watch series 10 but Im not going to be paying for a watch thats expensive:/

  Business response

  10/25/2024

  October 25, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 22433848
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated October 17, 2024, regarding the account referenced in the above-mentioned file number.
  
  T-Mobile regrets any concerns our customer has regarding their down payment requirement, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining a device down payment requirement.
  
  After a thorough review, T-Mobile confirmed the downpayment required for the watch in question is in accordance with what our customer qualifies for based on the device,individual account tenure, payment history, and personal credit information.
  
  On October 22, 2024,our office contacted our customer, addressed their concerns and informed them of their down payment requirements.  Furthermore,we provided them our contact information should they have any additional questions regarding this matter. 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
  
  T-MOBILE ********
  
  
  ******** *******
  Executive Response

  Customer response

  10/25/2024

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

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was originally lied to about the costs. I was told they would do a price match guarantee of $35 a month for 4 lines. I was to receive 3 S4 ******* phones at no cost. My accessory order was quoted at $24 for 3 cases and 3 screen protectors. I was told there was a new cell tower very close to my home in ****** *********The first bill was at $55 per line and included things I had no interest in. I called and complained but was told the discounts would be applied and to disregard the initial billing. They continued to bill me at the $55 rate and charged me for the accessories again the next month. I called and was told I was on a premium plan. i said I did not order that and didn't have any use for *******, etc. I then discovered the accessory costs quoted were not the total costs but rather a monthly charge for a year. I could easily buy those accessories for the cost of a single monthly payment on the open market. I also learned the cell tower in ******** was 7 miles from my house and provided no coverage at all. I only had wifi coverage which I got through co-mo fibre, not T-mobile.I called again to complain and was told I could switch to a 4 lines for $95 a month. I was told the promotion for the free phones expired but they could get a waiver. I approved the switch and expected my bill to drop. Instead it increased. I am now charged for the 4 lines, the accessories and $100 a month for the phones and that is going to continue for 19 months. I called again and was told they were very sorry I was misinformed and there was nothing they could do as all the cancellation times had run out. I was told I can't cancel or I will owe $1900 for 3 phones I don't even want and offered to return.I have gone from $105 per month to $203 per month and get no benefits I did not have previously. My phone works in ******* where I live in the winter but not in ******** where I live in the summer except through wi-fi which I don't get from *******.

  Business response

  10/27/2024

   
  
  October 26, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re: Your File Number: 22431920
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 16, 2024, regarding the account referenced in the above-mentioned file number. 
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, we have determined the customers concern pertains to their monthly cost of service, including the cost for three handsets and coverage.
  
  After a thorough review, T-Mobile confirmed that the customer activated service and purchased three handsets.  With this purchase, the customer received a device credit per handset.  Additionally, the customer also utilized our EIP to purchase accessories.  The customer later contacted ************* and changed their rate plan.  However, the change in rate plan caused the customer to become ineligible for the device promotions for their three handsets. 
  
  In addition, we regret any coverage concerns the customer has experienced.  Unfortunately, we are unable to guarantee coverage in all areas.  There are several factors and conditions that may interfere with actual service, quality, and availability. 
  
  On October 18, 2024, our office spoke with customer and advised of the above.  ********************** also advised that the customers secondary address is in a moderate coverage area and service is working as expected.  To resolve the customers concerns, ********************** issued credit a credit to the account. The customer confirmed this resolved the matter to their satisfaction.  Furthermore, we provided them our contact information should they have any additional questions regarding this matter. 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
  
  ***** *****
  Executive Response
  
  

  Customer response

  10/27/2024

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

  Thank You,

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

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I entered the T-Mobile store on June 28, 2024, with the intention of trading in my old phone for a new one. I specifically told the salesperson, SL, that I wanted to pay all charges upfront so my monthly bill would be $75. After confirming my understanding, we proceeded with the transaction.Upon signing up for the new phone and plan, I paid $483.44. However, my first bill was $140.55, including a $80 plan, a $39.38 equipment fee, and a $14.17 past due balance. Frustrated, I contacted customer service on August 12th to explain the situation.A supervisor promised to investigate and called back to inform me I owed $283.26 to pay off the phone and would have a $50 balance in September. She also offered a $100 credit. I paid the remaining amount, believing the issue was *********** my dismay, I received another statement on October 24th, showing a balance of $80.83. Calling customer service again, I was met with resistance from the representative who refused to transfer me to a supervisor. They claimed they couldn't find my initial payment of $483.44 and suggested I visit the store where I purchased the phone.On October 16th, I went to the T-Mobile store at ************************** in **********, *******. The manager was unavailable, and the salesperson, "H," confirmed that there had been multiple errors in my account. While apologetic, he couldn't resolve the issue.I am now stuck in a contract I thought I had avoided, owing T-Mobile $650 for the phone. This is unacceptable, especially considering their advertised "NO CONTRACT" promotion. It seems they make the trade-in phone the contract and add finance charges. Despite my explicit request to pay upfront for the new phone, I have been misled and burdened with additional charges.

  Business response

  10/28/2024

   
  
  October 28, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re: Your File Number: 22431517
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 16, 2024, regarding the account referenced in the above-mentioned file number. 
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter.  In reviewing this matter, the customers concerns pertain to their equipment charge.
   
  After a thorough review T-Mobile confirmed that the customers account has a one voice line.  The customer also purchased a device with a promotion which was applied correctly.  Please note some promotions require an Equipment Installment Plan (EIP).  EIP is a payment option that allows eligible customers to purchase handsets by remitting a down payment at the time of purchase, if required, and agreeing to pay the remaining balance in monthly installments. 
   
  T-Mobile contacted the customer on October 23, 2024, and to amicably resolve their concerns T-Mobile applied a one-time credit to the account.  Furthermore, we provided them our contact information should they have any additional questions regarding this matter.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
  
  ******* ******-*******
  Executive Response
  
  

  Customer response

  10/28/2024

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

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Called TMobile to check price of tv with internet service. ******** stated they would send equipment to try for 14 days to see if all was satisfactory at our home. When equipment arrived it was faulty and would not work. Called T Mobile and was told to send it back. This we did before the 14 days was up. The lady was very rude on the phone. We then told her we are no longer interested in T Mobile. Since then we have received a bill for $70.00 for service. When we called we were told they charge 1.month in advance for their service. We told them we sent the equipment back and never had service. We were told they never received the equipment because it was setting in their warehouse and not checked in yet. We said that was not our fault.We have been notified many times by mail that we owe different amounts. We called each time and explained each time we recied a bill.Yesterday we received a bill again for 9 dollars +. When we called we were told it was late charges for not paying for service we never asked for or received. When asked if he was from the *** he stated no and would not accept our explanation so we hung up.I would like this harassment stopped. Thank you in advance for any help you may be able to do.****** D. ****** ***

  Business response

  10/25/2024

   
  
  October 25, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re: Your File Number: 22429747
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 16, 2024, regarding the account referenced in the above-mentioned file number. Please be advised we have made attempts to contact the customer, which have proven unsuccessful.
  
  T-Mobile regrets any concerns the customer has regarding their account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to charges for T-Mobile 5G Home Internet service.
  
  Our office has confirmed the customer canceled their service within our 15-day promotional period.  During the promotional period, customers need to call our ************* to cancel their ************************* Home Internet, Small Business Internet, or ************************* within 15 days of activation.  In addition, T-Mobile has received the equipment that was provided at the time of activation for use with the T-Mobile 5G Home Internet service.  T-Mobile has applied a credit to the account for the service charges billed to the account.  
  
  Within our attempts to reach the customer, we have provided them our contact information should they have any additional questions regarding this matter.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
  
  ******* ******
  Executive Response
  
  

  Customer response

  10/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I tried multiple times to return call to ceo but he was always away from phone. I gave up trying because I thought it was his way of screening calls. The ceo said the charges are now $0.00 and I am happy with. Thank you for your help and attention to this matter.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  10/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We bought a new iPhone from T-Mobile and then immediately found out that it was not eligible for their promotion due to us being on the magenta plan. I called in and was told it was too late to cancel the order even though it only been an hour. She said just go ahead and refuse the phone when it arrives. The following Monday it arrives and I told *** nope I cant take it. Im refusing it. And he took it back. The phone has been lost since then. I was charged for the phone and Ive been charged each month for the equipment charges for this new phone. I have called and texted and chatted with T-Mobile at least 5 to 6 times. I have threatened cancellation of my account. And still no resolution. I am asking for the money back that I was charged for this phone and the monthly Charges that have shown up on my monthly bill.

  Business response

  10/25/2024

  October 25, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *****, ID *****
  
  Re: Your File Number: 22429025
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 16, 2024, regarding the account referenced in the above-mentioned file number. 
  
  T-Mobile regrets any concerns our customer has regarding their account, and we appreciate the opportunity to respond to this matter.  In reviewing this matter, the customers concerns are pertaining to an equipment return and refund.  
  
  After a thorough review, T-Mobile confirmed that on October 18, 2024, the handset in question was returned to T-Mobiles warehouse.  At this time, a refund in the amount of $85.07 was provided to the original payment method for the upfront purchase cost of applicable taxes.  
  
  On October 21, 2024, T-Mobile contacted the customer and addressed their concerns.  At this time, our office confirmed that our customer received the above-mentioned refund.  Additionally, our office applied a credit to the account for the time assessed a monthly payment for the handset.  Lastly, we provided them our contact information should they have any additional questions regarding this matter.  
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
  
  ****** *******
  Executive Response
  
  

  Customer response

  10/25/2024

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

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 29, 2024 I started the processing for a $200 prepaid Mastercard I was promised when I signed up for home internet service. I have spoken to several employees and everyone has something different they tell me. One person said it was approved, and one person said it was pending

  Business response

  10/25/2024

  October 25, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re: Your File Number: 22428593
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 16, 2024, regarding the account referenced in the above-mentioned file number. 
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter.  In reviewing this matter, their concerns pertain to a prepaid refund Mastercard associated with a promotional offer.  
  
  Please be advised, T-Mobile has confirmed a Home Internet line of service was activated within the promotional timeframe and submitted their request via our promotions website.  The promotional terms state that the processing timeframe for this promotion is 60 days from the date of submission and once approved, the virtual prepaid card will be received within seven business days.  However, as the 60-day processing time has not yet passed, and would be reached as of October 28, 2024, the rebate submission has not yet been sent out to our customer.
  
  ********************** contacted the customer on October 17, 2024, and addressed their concerns, thus resolving them by reviewing the rebate processing timeframe.  Furthermore, we provided them our contact information should they have any additional questions regarding this matter.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
  
  ***** *****
  Executive Response
  
  

  Customer response

  10/25/2024

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

*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. ↩