ComplaintsforT-Mobile USA, Inc.

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Initial Complaint
10/15/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Wednesday August 7th 2024, I went to the ********* at ************************************************************************* to mail off a Blue refurbished XR Iphone. *** said the Package was delivered to TMobile ****************, ** and left at the Dock on August 12 2024 at 12:10PM Now, Tmobile is saying they have not received this package. So they have billed my Tmobile account with $563.66 and has threaten that if I don't pay this amount my service will be suspended.
Business response
10/25/2024

October 25, 2024

FILED ELECTRONICALLY

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

Re: Your File Number: 22427614

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 15, 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 a non-return fee that was assessed to their account.

After a thorough review T-Mobile confirmed that a handset warranty exchanged was completed for our customer. Please be advised, in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment to avoid being charged a non-return fee. Please note, our records do not indicate we received the expected non-working equipment; however, instead we received a handset that was not the expected and as such a Warranty Non-Return Fee was assessed to the account.

T-Mobile contacted the customer on October 16, 2024, and addressed their concerns. T-Mobile resolved the customers concerns and applied the appropriate credits to the account. Additionally, 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 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
10/15/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Almost the entire month of September was spent going back and forth with T-Mobile. On 9/26/24 I visited the ************* location in ************* to upgrade my fully paid off phone and possibly my paid off watch. The associates were a bit skiddish almost as if they were on something. After examining the promos to me, upgrade my phone get $1000 off essentially making the new phone free then for upgrading get a free watch. Weve been burned by this company multiple times so shame on me for this one. Long story short the agent signed us up for a plan without telling us, gave us zero print outs of anything he did per him its all emailed now. Only emails weve received is for the order of the phone and watch. Phone has since been returned because I travel for work and was never made aware wed have to sign for it. Then my bill comes, all of these charges we NEVER approved. This is falsifying a customers account which is beyond wrong. I then speak with numerous agents each one telling me something false. Two nights ago Im told by **** to go in store by 10/15 to return it and Im good to go. While at the store tonight Im told sorry you shouldve asked for a return kit we cant take it back. **** told me a return kit doesnt exist. While in front of the store tonight I call and am told pretty much tough luck youre stuck with the watch we lied about. Oh and that return kits dont exist. This is absolute BS I want the watch returned and the line that he ALSO added to be cancelled!
Business response
10/25/2024

October 25, 2024

FILED ELECTRONICALLY

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

*********************** File Number: 22427321

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 15, 2024, regarding the above-referenced file number. Please be advised that this customer is listed as an authorized user on an account holders ********************** account.

********************** regrets any concerns our customer may have regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns pertain to their promotional rebates. Our customer also mentioned a watch line they would like cancelled and returned. T-Mobile has investigated these concerns accordingly.

T-Mobile records confirm that our customer was subscribed to the Magenta rate plan. However, in September of 2024, our customer took advantage of our Equipment Installment Plan with the purchase a watch and an Apple handset. The Apple handset was enrolled in the $1,000.00 off with Trade on Go5G Next promotion which required the rate plan to be changed to the Go5G Next rate plan. The handset was returned under the buyers remorse period and T-Mobile has confirmed the return of this handset. Regrettably, as the watch was outside the buyers remorse period our customer was not able to return the watch.

T-Mobile contacted the customer on October 16, 2024, and provided the above information. A credit was applied to the account to amicably resolve our customers concerns. 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,

****** ******
Initial Complaint
10/15/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was promised porting over credit for two numbers. ***** **** was my major account ***resentative for my business account. He sent me over the email attached that shows what was promised to me. I started my account on May 3, 2024 and it has been h*** ever since. No one will fix the problem although they have the notes of what was promised. It took me about a week to get my phones set up correctly. ***** **** shortly after started to avoid my calls and text messages (which I have) I also have all emails from him. Also the email where I was told my bill would be $170 and now it $275. I was offered a free tablet and 2 watches which later was charged for. It is no way T-MOBILE should be able to do customers like this and get away with it.They switch me for *** to *** promising to fix it and nothing is done. They promise to call back and do so only to say the promo can not be applied. It has been 5 months of back and forth with no resolve.I have spoken to countless ***resentative and so call supervisors (Some names I have) and also ****** ******** International Specialist Business Sales West who claim to be helping ***** **** out. Again no resolve. Today alone I spoke to ***** ********* **** and ****** ALL in one phone ******* which ****** plans to call me back later (which is there practice).I believe they reel people in by, telling them of all the promotions, and never give them to the customer, hoping that they would let it go. They have given me several reasons why I am not to get the promotion, months after the initial offer. One reason, in particular was that they thought I went into a store to open my account, but I did not. I have the emails to prove it was done over the phone and now they have no answer as to why I cannot receive the port in credits. The will only say I was eligible.
Business response
10/28/2024

October 28, 2024

FILED ELECTRONICALLY

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

Re: Your File Number: 22425813

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 15, 2024, regarding the account referenced in the above-mentioned file number. Please be advised that this customer is listed as an authorized user on an account holders ********************** account.

********************** 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 promotion.

Our records reflect the customer took advantage of our Equipment Installment Plan (EIP) for a tablet and two watches. The tablet is being charged monthly installments and is receiving the ******* Tablet ******** promotion, with the monthly Recurring Device Credit (RDC) offsetting the cost of the tablet. Additionally, one of the watches is being charged monthly installments and is receiving the ******* Watch ******** promotion, with the monthly RDC offsetting the cost of the watch. The second watch is being charged for the monthly installment cost, receiving the ******* Watch ******** promotion and is paying extra for the monthly installment charges due to larger size of the watch.

In August 2024, the customer contacted ************* regarding the port in credits for the Switch ******** Promotion, which ************* applied a bill credit.

On October 22, 2024, our office completed our investigation and found that one of the lines was ported from another carrier and met the Switch ******** requirements, the second line that was ported from a different carrier did not meet the Switch ******** requirements due to being an ineligible carrier. Additionally, the account is being billed correctly. On the same date our office contacted the customer and apprised of the above; to come to amicable resolution, we applied a bill 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.
Mr. ****** was very diligent in resolve the problem. Thank you ******************************************

********* ****
Initial Complaint
10/15/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In August 2024 I was having problems with my cell phone. I did an warranty exchange. Now it's October 2024. I returned the phone at *** in August 2024. Now they can't find the phone. I'm being blamed for there mistakes. I refuse to pay 138. Personally my cell phone bill should be free. Last month I went through the same thing. But they found the phone. They lose it again. What's going on! Thank you for listening to me.
Business response
10/25/2024
October 25, 2024

FILED ELECTRONICALLY

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

Re: Your File Number: 22425431

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 15, 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 a non-return fee applied to the account.

After a thorough review, T-Mobile confirmed that our customer was assessed a non-return fee in the amount of $138.03 for a warranty replacement placed on August 6, 2024. Please be advised in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment to avoid being charged a non-return fee. Our records indicate we did not receive the non-working equipment.

T-Mobile contacted our customer on October 17, 2024, and to amicably resolve this matter our office applied an account credit of $138.03, updating the account balance to $172.34. 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:
The case has been resolved

Sincerely,

******** *******
Initial Complaint
10/14/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
O did close my account 3 months ago they still charge and send letter I did not receive any response to last complaint they was unable to unlock my phone so I have to pay 2 more month I want my money back because is there fall
Business response
10/24/2024

October 24, 2024

FILED ELECTRONICALLY

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

Re: Your File Number: 22422499

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 14, 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. Upon reviewing this matter, the customer's concerns pertain to a bill received after the cancellation of services and an incomplete unlock request.

After a thorough review, T-Mobile confirmed that the account was billed for prorated charges after the cancellation of services was completed. The account was enrolled in *******, and the payment was processed manually, which was later returned as unpaid. As a result, the account was charged a returned payment fee.

As of August 20, 2024, the customers handset was successfully unlocked. On October 22, 2024, T-Mobile provided a bill credit for the account balance, which updated the final balance to zero dollars. Furthermore, we provided the customer 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.
In mention they have to accept it is there fault if they unlock my phone in time i was maybe free one month early to go they got excuse for there mistake we got to pay for ours moral is not write
Sincerely,

****** *****
Initial Complaint
10/14/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I opened 4 lines of Go-5g plus on 7.28.2024 at the T-mobile booth at **********************, **. The offer includes 4 $50 p***aid **** cards and 4 $150 ****** card. By the time I opened the account, the sales *** told me all discounts had applied and I only needed to wait 2 billing cycles to get the rebates. As for now, I haven't received anything and I asked the online Tmobile ***, only to be told that I lost the rebates because I have to redeem them within 30 days. In the meantime, I didn't receive any instructions on how to redeem the rebates when I open the account, nor did I receive any communication from Tmobile regarding expirations of my rebates. The act from Tmobile is misleading and fraudulent, as the rebates are important considerations for switching over carrier. I would like Tmobile to redeem their promotion claim by sending me 4 $50 p***aid **** cards and 2 $150 ****** shop card.
Customer response
10/17/2024
Thanks for looking into this case for me. The case #22420663 has been resolved and I am satisfied with it. No more follow-up is needed further.
Initial Complaint
10/14/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I transferred my services from ******* on 10/11/2024 and was told I qualify for the switch and save to pay off my 3 cell phones and $100 for my watch. I was also told there was nothing I need to do for the customer referral from my boss with was not true. I called and spoke with **** and ***** via a phone call on 10/12 because I still couldnt submit this information for my rebates. I called again 10/14 to be informed that all the information I was given on 10/12 was false. I still have no access to my account. I still can not access the submissions for my reimbursements. And my cell phone bill is now even more than what I was paying with ******* but I was told by ***** on 10/12 that my bill was escalated and would be around $180 including all fees and insurance. Then ******** told me today 10/14 that the information ***** gave me was false.
Business response
10/22/2024
October 22, 2024

FILED ELECTRONICALLY

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

Re: File Number: 22420268

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 11, 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 our Keep and Switch program, our Refer a Friend program, and the monthly reoccurring charges on the customers account.

After a thorough review T-Mobiles record confirm that since the start of this account there have been online account access concerns, T-Mobile is actively working to resolve this matter and has a trouble ticket open. As such the customer has been unable to go online to register for our Keep and Switch program, or our Refer a Friend program.

T-Mobile contacted the customer on October 16, 2024, and addressed their concerns and apprised them of the above. In efforts to resolve this matter amicably, T-Mobile manually processed the Keep and Switch program and Refer a Friend program for the customer. A prepaid debit card was mail to the billing address for three qualifies handsets and a watch line. The customer can expect to receive this prepaid debit card within ten business days from the date of our conversation. Also discussed was the customers monthly recurring charges, after this review with the customer it was opted to change their rate plan to lower the monthly price. 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
10/27/2024

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.

Sincerely,

****** ********
Initial Complaint
10/14/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I canceled my home internet with TMobile and returned the unit in May 2024. They confirmed several times that they received the unit but it had not been "processed" for my account to be credited with the return. After numerous calls about this, TMobile used my credit card that was on file to charge me for the unit that I had returned. This was done without my authorization. I filed a dispute with my credit card company, but because TMobile refused to provide any documentation in writing, the credit card company paid the payment request from TMobile. I continually call and am promised it has been escalated, it will be taken care of, a refund requested has been made (twice), etc. and am told a different story each time. Then lately I'm being told it's the finance ***** who is denying the refund. I can't get anyone to help me with this fraudulent charge and TMobile will NOT provide any written proof - only what the representative promises me on the phone which results in nothing being done. The amount they charged my card was $347.19.
Customer response
10/21/2024
The company issued a refund on my credit card for the fraudulent charges. Thank you for your assistance. It made a huge difference in their handling of this issue after 4 months of running me in circles.
Initial Complaint
10/14/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Im a current customer of ********************** cell service. Ive been with them for a few years now and Ive noticed over the years my bill keeps climbing each month and Im always having to pay 3 or 4 hundred dollars to get caught up if I fall behind. Ive done that before and got caught up just to immediately get a text or email about the next bill due for the same amount. My contract is for around 230 for three lines. How is it doubled each month? Im now stuck with the company because they are saying Im not caught up even thought I have statements about all my payments to them and the numbers just dont match. When Ive called to figure it out the agents would tell me the best thing to do is pay the 3,4,5,600 dollars to get caught up or itll be like this forever basically. This is wrong. They charge ahead of time each month and link it into your current bill making it double what its supposed to be and they suppended my service multiple times in attempts to get hundreds of dollar at once and then I have to go in myself and point out that no I only owe whats past due which say out of 600 dollars is 150. Also known as an arrangement that I set up with them. This company has found some sort of loophole to trap people in the service so they cant get out. I need any help available in shining light on this and getting some answers to help me get out of service with T-Mobile. T-Mobile is so untrustworthy. The glam is a cover up for something more sinister behind the scenes in my opinion.
Business response
10/28/2024

October 28, 2024

FILED ELECTRONICALLY

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

Re: Your File Number: 22416554

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 15, 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, our customers concerns are pertaining to restoral fees and payment arrangement process.

After a thorough review T-Mobile confirmed that our customers account was billed by a system known as bill current. This means charges for our customers rate plan are billed in advance of the service being provided and become due within that billing cycle. Please note pursuant to T-Mobile 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, with our ************** 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. T-Mobile records reflects that our customers account was suspended and upon restoration of the account, there is a $20.00 restoral fee assessed, plus taxes up to three lines of services.

T-Mobile records indicate, our customer set up a payment arrangement for previous balance on their account. Please note 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.

As of the date of this letter our office is still working with our customer to reach an amicably resolution. 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,

Arreon ******
Initial Complaint
10/13/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I made a call on 10/13/2024 and spoke with someone in the ************** call center. I was checking to see if my promotion was posted to phone number ending 7451 line correctly. It does appear that was done correctly. During the call I requested to see if I could use part of the large credit to pay off the 7290. The *** put me on hold and stated she needed to check with her manager. When she came back on the line she stated that the credit cannot be used to pay off the 7290 line. If I did, I would loose all of the future credits on the line. I asked when this changed. She stated she believed in August of this year. I have multiple credits on my line presently. Does this mean that when 7290 line is paid in full, all of the remaining credits are lost?
Business response
10/22/2024

October 22, 2024

FILED ELECTRONICALLY

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

Re: File Number: 22418408

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 14, 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 Recurring Device Credits (RDC).

Please note, RDCs provide a discount on the price of the device when customers finance the purchase with an Equipment Installment Plan (***). To receive RDCs, postpaid customers must meet all of the requirements within the promotional period of the promotion they wish to partake in. In addition, customers who enroll in a device promotion starting July 1, 2024, need to maintain the line of service and *** associated to the promotion to receive the full value of their offer, but if either are closed such as paying off the *** early, canceling the line or the account, the monthly credits will stop. Our records confirm the customer made a handset purchase which qualified for a handset promotion and is currently enrolled in RDCs.

T-Mobile contacted the customer on October 18, 2024, and addressed their concerns and reviewed their ***s and the applied promotional credits. Additionally, we provided them our contact information should they have any additional questions regarding this matter.

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
10/23/2024

Better Business Bureau:

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

Sincerely,

*** ****

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