ComplaintsforSprint Now Part of T-Mobile

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  From 10/1/2023 through October 6, 2023, it took several days to cancel my phone services. I have been with another provider September 2, 2023 and cancelled my ******** account in October, 2023 at the beginning of the month. For a couple of days, I got the run around with ******** Customer Care Representatives. No one knew anything. I was, transferred to different departments. I finally deactivated my account I believe, 10/4/2023. I stayed on hold for 3 hours because Ineeded authorization from ******** to keep my same cell phone number. Tmobile had to provide the authorization for the new provider.The same day, ******** wanted me to pay the $64.95. I refused to pay because I transferred services with another provider. The customer care representative tried to force me to stay with ********, by not wanting to provide the pin number. .On October 12, 2023, ******** emailed a survey for me to complete regarding my experiences with the company. ******** acknowledges in the survey that I deactivated my account . See enclosed.******** continues to harass with letters, and phone calls. October 16, 2023 I received a letter my previous account has been referred to a collection agency. The agency is called ****************************************., located at ***************************************************************************************. Today 10/30/2023, I spoke with an *********** representative, regarding the bill. They could not assist me without a PIN number. AllianceOne recommended that I go to a ******** store to get the situation resolved. Today, 10/30/2023, II contacted a ******** store in **********, **** at ************ today at 10:00 spoke with a representative. The representative referred me back to ******** customer. I spoke a with ******** representative in customer on 10/29/23 that couldn't assist me because, I didn't have a pin. I don't have a contract with ********. I was with Sprint. ******** took over Sprint. My PIN number was for **********************.

  Business response

  11/10/2023

  
  November 10, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:      *******************************
  Your File No. 20805683
  Assurance Wireless Account No. ********* 
  ******** Account No. *********
  
  To Whom It May Concern:
  
  Assurance Wireless is a brand operated under ************* **** (********). As such, 
  ******** provides a response on behalf of Assurance Wireless. ******** and Assurance Wireless may sometimes be referred to herein, collectively, as ********. ******** is in receipt of your correspondence dated October 31, 2023, regarding the above-referenced account.
  
  ******** regrets any concerns ******************************* may have experienced with their Assurance Wireless account activation, and we appreciate the opportunity to respond.  A review of ********************************* Assurance Wireless account shows the account was activated on September 5, 2023, with one line of service ending in ****.  This line is subscribed to our Data ********************** plan, which provides unlimited talk, text, and high-speed data for a yearly payment of $10.00 and with enrollment in the Affordable Connectivity Program (ACP).
  
  Our records show ******************************* was previously a ******** customer with the account ending in ****.  Our review of ********************************* ******** account shows the account had one line of service ending in ****, which was subscribed to our Magenta 55+ service plan, which provides unlimited talk, text, and data for $55.00 per month.  ********************************* ******** account had a due date of the 1st of each month, with their billing cycle beginning on the 9th of each month and ending on the 8th of the following month.
  
  On September 30, 2023, ******************************* contacted ******** Customer Care to request their Temporary Port Out Pin (****).  Regrettably, there were issues successfully transmitting the **** to *******************************, and they were not able to receive the **** until October 4, 2023.  Upon receipt of the ****, ******************************* successfully completed their port out to Assurance Wireless, resulting the cancellation of their ******** account.  At the time of cancellation, ********************************* ******** account held a balance due of $64.95 comprised of $55.00 due for the current cycle beginning September 9, 2023, and ending October 8, 2023, and a past due balance of $9.95 from the previous cycle beginning August 9, 2023, and ending September 8, 2023.  Upon cancellation, as this balance was not resolved, ********************************* account was sent to our internal collections teams to collect the remaining balance owed.  Please note, no new balances were generated on ********************************* account following their cancellation on October 4, 2023.  
  Upon review of ********************************* filing with your office, to resolve their concerns, ******** applied a one-time courtesy credit of $64.95 to ********************************* ******** account ending in ****, reducing the balance to zero.  Please note as ********************************* ******** account remained with our internal collections teams, there should not be any negative impacts to their credit file.  ******** regrets any inconvenience to ********************************
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at the address listed below.
  
  Very truly yours,
  
  
  T-MOBILE USA, INC.
  
  
  *************************
  Executive Response

  Customer response

  11/10/2023

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

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Around June of 2023 (I am not sure of the exact date the call took place) i reached out to ******** to upgrade my phone. I spoke at length with a representative and explained I needed a new phone and I wanted whatever phone I could get that didn't have a monthly payment. I was told that I could trade my current phone in for the same brand just a lesser model and as long as my phone was accepted as a trade in I would have zero increase in my bill as there would be a credit thay canceled out the monthly payment. I accepted and rexieved a new phone. I sent my old phone back and got an email saying it was accepted as a trade in. My next bill was higher than usual and I discovered I was actually being charged a device fee of $****. I contacted customer support and was assured it would fall off in a month or two. The next month my bill was unusually low I wasn't sure why but I paid it on time. I have since had to spend hours trying to get this **** device charge that I was assured I would not have, removed from my account. Their excuse is that they gave Mt the phone credit as a lump sum and now I must pay it back. That was not explained to me when my bill was low. Then a representative issued me a refund on my account and I was then instructed to pay the balance of the phone off to get rid of the monthly charge. I did as I was told and the charge is still on my account every month. The last person I spoke to was combative and told me I should be happy with what I got but I didn't get anything. The charge is still on my account every month and I have been lied to multiple times since the beginning of this event. I asked to return the phone and provide my own device and was told I could but I'd still have the monthly charge for a device I didn't even have anymore. This company is being deceptive.

  Business response

  11/08/2023

    
  
  November 8, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     *************************
  ******** Account Holder: ********************************
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  ******** ********* (********) is in receipt of your correspondence dated October 30, 2023, regarding the above-referenced account. ******** has confirmed that ************************* and ******************************** are one and the same person.  ******** is pleased to report that we have resolved this matter to ************************* satisfaction. 
  
  ******** regrets any concerns ************************* may have experienced with their recent handset upgrade and appreciate the opportunity to respond. ******** records reflect on July 17, 2023, a ****** Pixel 7a handset was purchased on Equipment Installment Plan (***) for use on mobile number ending in ****. ************************* was not required to remit a down payment; however, they agreed to 23 monthly installments of $20.84 and a final payment of $5.44. 
  
  Beginning on April 23, 2023, through July 19, 2023, ******** offered our 2023 Trade P4: $500.00 off with Trade promotion which allowed customers to get up to $500.00 off an eligible ******, Moto, or OnePlus 5G device via one-time trade-in credit and monthly Recurring Device Credits (RDCs) when they purchase it on *** and trade in an eligible phone on qualifying voice plan. The ****** Pixel 7a was a qualifying purchase, and a ****** Pixel 7 trade in qualified for the $500.00 offer. 
  
  It should be noted, the above-referenced device is enrolled in our 2023 Trade P4 promotion and is receiving monthly RDCs of $18.13, reducing the *** balance to $2.71 per month as promotional terms were met. On August 10, 2023, a trade-in credit of $65.00 was issued to the account. Including the above RDC over 24 months and the trade in, ************************* will receive the full value of the offer totaling $500.00.
  
  Please be advised that on August 10, 2023, a payment of $72.38 was remitted to the account. On September 25, 2023, this payment was refunded to *************************. On September 29, 2023, a payment of $56.91 was remitted to the ***, reducing the balance owed to $380.56. Please note, additional *** payments reduce the number of installments remaining, but not the amount of the monthly *** payment. As such, ************************* *** installments reduced from 21 to 19 remaining installments after the above payment was remitted. However, the monthly RDCs would be provided for the entire 24 months as long as all promotional terms were met. 
  
  However, on November 8, 2023, our office contacted ************************* at which time we apprised them of the above information. Although it is our position that the monthly *** is billing correctly, in an attempt to amicably resolve `************************* concerns, our office closed the *** for the ****** Pixel 7a handset in full, thus accelerating the promotional credits. Additionally, ******** issued a one-time credit of $2.71 and on November 8, 2023, ******** applied another *** credit of $2.71 updating the current balance to $69.69 due by November 15, 2023. ************************* accepted this offer as full resolution to their concerns and considers this matter resolved to their satisfaction. 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 response

  11/08/2023

   
  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 as I understood it there will not be a charge of $2.71 device fee  going forward. I will closely monitor my bill to make sure this is the case. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We merged from sprint to TMobile when the buy-out of Sprint happened. In January our Sprint phones started not working well on the TMobile network. I called in and was told we had to have new phones because those would no longer work. After 7 hours on the phone with a ******** representative, I was told they would give me the merge from Sprint deal. All I had to do was give up the 3 phones not working and receive 3 free phones. I did exactly what I was told but in the months to follow, I have been billed for the three phones on my monthly bill. Ive called in every single month. I asked them to listen to the phone call to prove the deal that had been made. They said they heard it so they credited my account the $60 overcharge and said they took care of it. Ive had to call every single month for the past **** months and theyve promised its finally taken care of and adjusted my bill. Last time I was so frustrated that I asked to be released from my contacts and the remaining balance only to be told again, its taken care of. Today I had to call in again. This time I was told they arent doing anything for me. I asked to escalate my case and they said there was nothing they could do. No free phones, no credits, no one else to talk to, nothing. They say they cant help me with something someone else did. I told them it was their employee and if I owned the business, Id honor the contract they made with me. She suggested I go to another carrier and see if theyd pay off our phones so we can switch to their service. I told her that I didnt believe another business should have to pay for their employees promise. Im incredibly frustrated that I dont know who to contact so Im contacting you. .

  Customer response

  10/30/2023

  Sprint/T-Mobile has contacted me and remedied the situation and finally upheld their end of the agreement with a credit to my account. For whatever part you played in this, I greatly appreciate it!

• Initial Complaint

  10/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  i purchased international play on Oct 16-Oct 17th. i explained i am going to ****** on a cruise for both lines i paid 70. as i was on cruise phone was not working properly. i also purchased internet through cruise. i get 5 text messages saying i have international fees of 565. 550, 319. 199. 119 an i called ******** asking what is this for and spoke to a supervisor who said that is incorrect and it will be fixed explained to her what happen and also found out my phone account on both lines was suspended. first line suspended for two days. 2nd line suspended this has caused problems with my business. i did not have services for days and now i have a bill that is extremely high

  Business response

  11/08/2023

  November 8, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *****************************************
  *****, ** *****
  
  Re:     ***********************
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  ******** ********* (********) is in receipt of your correspondence dated October 24, 2023, regarding the above-referenced account.   
   
  ******** regrets any concerns *********************** may have regarding the account, and we appreciate the opportunity to respond.  *********************** has two voice lines ending in **** and **** which are subscribed to our ****************** with ******************* rate plan.  
  
  On October 17, 2023, *********************** contacted our ************* team and added our 10 days 5GB voice and data pass for $35.00 plus taxes and fees.   It should be noted that the 10 days 5GB voice and data pass can be used in over 215 countries or destinations, however, it is not compatible with cruise ship roaming.  
  
  On October 21, 2023, ******** sent text messages to the voice lines ending in ****, and ****, advising *********************** that they were accumulating out of plan charges, and to call our ************* team to prevent further charges.  On October 22, 2023, the line ending in **** was suspended via our High Balance Support process.  If accounts accumulate $300.00 in international long distance or roaming charges, the line is suspended to prevent further additional charges.  
  
  *********************** contacted our ************* team on October 22, 2023, whereby the line ending **** was restored.  Additionally, *********************** was advised that they had accrued out of plan roaming charges, and that the charges were valid and owed.  As a gesture of goodwill, ******** offered to re-rate their roaming charges.  Regrettably, this offer was declined.  After their communication with our ************* team, the line ending in **** was suspended via our High Balance Support process on October 22, 2023
  
  *********************** contacted our ************* team on October 24, 2023, at which time the line ending in **** was restored.  *********************** was again advised that the roaming charges are valid and owed.  
  
  On October 31, 2023, *********************** contacted our ************* team, whereby as a gesture of goodwill, a credit of $314.00 was applied to the account.  *********************** remitted a payment of $300.00, revising the balance to $369.11.  
  
  Our office contacted *********************** on November 2, 2023, regarding the above findings.  To amicably resolve this matter, a credit of $369.11 was applied to the account revising the balance to zero.  *********************** confirmed their satisfaction with this resolution.  ******** regrets any inconvenience to *********************** and appreciates their business.  
  
  Based on the foregoing, we respectfully request this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************. 
  
  Very truly yours,
  
  T-MOBILE USA, INC.
  
  ***************************
  Executive Response
  

  Customer response

  11/08/2023

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

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ever since ******** took over my business account I have had issues including pricing , dropped calls and being able to access my business account . 1 hour wait on the business line to receive help . Several trips to the stores in person with NO help of resolving it. I finally had to transfer my lines to ******* do to expense and loss of business 7 lines. Took From 11:00am-7:30pm just to prove who I was in person while my lines were in limbo and employees waiting at ******* unable to transfer their lines because someone at ******** put the wrong tax id number on my account. Im on my way back again today although after showing ** in person at 2 stores with documents to prove my real tax ID no one could change it. Long hold times in business ***** last guy that I asked to stay on the line with me as I was walking into the store on **** end refused . Very unprofessional and rude.

  Customer response

  11/03/2023

  Received a phone call from **************** the head office. I explained my entire situation and  she was very polite and helpful.  She also promised to follow up with me regarding the closing my account.  If only I would have spoke with her first I would had been able to continue service with *********  

  Business response

  11/06/2023

    
  
  November 6, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:      ***********************
  ******** Account Holder: DP#6, Inc.
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  ******** ********* (********) is in receipt of your correspondence dated October 24, 2023, regarding the above-referenced account.  Please be advised the account holder of record is DP#6, ***** and *********************** has been designated as an authorized user of the account.
  
  ******** regrets any concerns *********************** *** have experienced with their account, and we appreciate the opportunity to address this matter.  Our records reflect on April 15, 2010, *********************** activated their account with ********************** and most recently had seven voice lines of service ending in 1742, 3349, 0215, 6770, 9574, 9577, and **** which were subscribed to the Business Unlimited Freedom rate plan billed at $110.00 per month for the first two lines of service and $35.00 per month for additional voice lines, plus taxes and fees.  On March 11, 2016, *********************** activated a Mobile Internet line ending in **** and is subscribed to the Business 2GB Tablet rate plan billed at $15.00 per month, plus taxes and fees.   
  
  On February 27, 2022, *********************** qualified for our Equipment Installment Plan (***) with the purchase of a ******* A7 Tablet.  At the time of purchase, *********************** was not required to remit a down payment; however, they agreed to a series of 24 monthly installments of $8.34.  *********************** receives Recurring Device Credits of $8.34 as part of the * 2022 Tablet Upgrade P1 offer, while maintaining eligibility. 
  
  Please note if an account cancels with an open *** balance, promotional offers are unenrolled, and the remaining balance is accelerated and becomes due with the final billing statement.  This information gets disclosed within the *** agreement provided at the time of purchase.
  
  In ***** Postons letter to your office, they indicate they are not able to use service with their handset in or around their home.  We regret any coverage concerns *********************** had experienced.  *********************** is unable to guarantee coverage in all areas.  There are several factors and conditions that *** interfere with actual service, quality, and availability.  
  
  Although the coverage map at www.********.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which *** vary from location to location and *** change without notice.  ******** has verified the address on ***** Postons account and based on the coverage map, confirms their account address is in a good coverage area with no known issues.  
  
  Please note ******** takes account security seriously.  ********s account verification policy states that if an account has a PIN/passcode, it is the first piece of information that is requested by ************* to gain access to the account.  If a customer does not remember their PIN/passcode, they can change their PIN/passcode by receiving and verifying a one-time PIN that is sent to their ******** handset.  It was discovered that the Federal Tax ID on their account was incorrect in the system.  Regretfully, ******** was unable to confirm ownership, therefore they were unable to receive the one-time PIN and *********************** was referred to visit a ******** retail location with a government issued identification to reset the account password before access can be granted.
  
  ******** records confirm *********************** canceled their account between October 24, 2023, and October 25, 2023, when they ported their mobile numbers ending in 1742, 3349, 0215, 6770, 9574, 9577, and **** to another service provider.  ***** Postons billing cycle ran from the 19th of one month to the 18th of the following month.  Additionally, pursuant to ***** Postons request the Mobile Internet line ending in **** will cancel on November 18, 2023, the end of the billing cycle.  Pursuant to ******** policy, customers are responsible for all charges through the end of their service term.  Accordingly, *********************** was billed through November 18, 2023.  
  
  On November 2, 2023, our office contacted *********************** and apprised them our findings.  ******** removed the AutoPay.  Please be advised on November 28, 2023, we will follow up with *********************** and discuss their final billing statement.  *********************** has accepted this as the resolution to their concerns.  ******** regrets any inconvenience to ************************   
  
  Based on the foregoing, we respectfully request this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention.  *hould you have any further questions, please feel free to contact me at ************. 
  
  
  Very truly yours,
   
  T-MOBILE U*A, INC.
   
  *************************
  Executive Response

  Customer response

  11/09/2023

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

• Initial Complaint

  10/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I terminated my **************** in August of 2023. I received my final bill which included a surprise charge for equipment I never ordered or received - some kind of cell booster. I immediately called to inquire, and they said I ordered it (not really sure what it is) in 2019 and it was sent to my home. I asked for documentation. They could not provide any actual documentation. In fact, they did not even have my correct physical address because I did all of my bill pay online. I asked them to remove the erroneous charge. They did not. The next time I called they falsely claimed I went to the ******** store and physically picked it up, but they were not sure what store. Wrong again. I have never visited a ******** store.This is obviously some kind of scam ******** is playing when customers switch providers. They are trying to extract some kind of exit fee under the guise of equipment charges. Maybe they are hoping that most people will not remember ordering something 4 years ago and will just pay it. If a consumer orders something, ******** should surely collect payment before 4 years pass or they don't deserve to be in business. This is clearly a fraudulent tactic of theirs on the consumer. Please make them cease this unfair business practice.

  Business response

  10/31/2023

  
  
  October 31, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
              Re:     *****************************
                          Your File No. 20772850
                          ******** Account No. *********
  
  To Whom It May Concern:
  
  ******** USA, Inc.(********) is in receipt of your correspondence dated October 23, 2023,regarding the above-referenced account.  
  
  ******** regrets any concerns ***************************** may have experienced regarding the listed above account, and we appreciate the opportunity to respond.  The 4G/LTE CellSpot is a mini cell tower which connects through a customers internet connection.  The 4G LTE CellSpot creates a ******** 3G/4G and 4G LTE signal to generate improved indoor coverage, more dependable voice calls, and consistent data speeds.  With the 4G/LTE CellSpot, a customers handset or device connects via 3G, 4G, or 4G LTE technologies, and their usage is billed to their account similar to any other usage of the larger ******** cellular network.  It should be noted that compatible wired high-speed internet is required, and the 4G/LTE CellSpot may not be available in all areas.
  
  Please note the 4G/LTE CellSpots are ******** owned devices.? They are provided to our customers with a $25.00 deposit paid at the time of issuance.? However, if not returned in undamaged and working condition upon cancelation of service, a non-return or damage fee of up to $400.00 may be assessed.
  
  Our records indicate we did not receive the aforementioned equipment after cancellation.  As such, ***************************** was charged $150.42 for the non-return fee and applicable taxes. Please note the possibility of a non-return fee was disclosed to ***************************** at the time the order was processed.
  
  Our records do not indicate we have received the 4G/LTE CellSpot equipment.  As such, the non-return fee of $150.42 assessed on September 6, 2023, remains valid. 
  
  Upon speaking with ***************************** on October 31, 2023, ******** apprised them of the above.  In an effort to come to an amicable resolution ******** applied a onetime credit of $150.42 updating the balance to $81.78.  ***************************** agreed to this as resolution to this matter.  ******** 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

  10/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On October 19th at 9:16am Est, I spoke to a ******** rep named Brooklyn who assured me that if I made a one-time payment of $100 as an attempt to end a payment arrangement that was scheduled for $334.33. on October 20th. She stated that by paying $100 that it would eliminate the arrangement. I then received a text message from ******** thanking me for making a payment for $334.33. I reached out to ******** customer care and spoke to a supervisor who stated that she was able to listen to the audio recording of my conversation with Brooklyn and denied my claims. When I asked if she would allow for me to hear the conversation she refused to allow me to hear it due to proprietary reasons. I wanted to listen to confirm what took place during the conversation but, the supervisor abruptly stated that ******** did her part. I just want to point out the disregard and misleading practices that ******** uses to bilk its customers to make agreements in bad faith. If the original agreement could not be changed or eliminated then Brooklyn should have stated so without asking for another payment in addition to the arrangement. The conversation with Brooklyn was about 5 minutes but the supervisor listened in less than two minutes. All are pointing to a common operation of bad faith and no integrity.

  Business response

  11/03/2023

  November 3, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
               Re:     *******************
                          Your File No. 20771401
                          ******** Account No. *********
  
  To Whom It May Concern:
  
  ******** USA, Inc.(********) is in receipt of your correspondence dated October 23, 2023,regarding the above-referenced account.  
  
  ******** regrets any billing concerns ******************* may have and we appreciate the opportunity to respond.  ******************* account is billed by a system known as bill current.  This means charges for ******************* rate plan are billed in advance of the service being provided and become due within that billing cycle.  ******************* billing cycle runs from the 19th of one month through the 18th of the next month.  Notice of the monthly recurring charges and feature charges are available on or around the 23rd of the month,and those charges are then due on or around the 12th.
  
  The billing statement dated September 20, 2023, reflected a balance of $597.07.  The billing statement included a past due balance of $313.69 for monthly access charges, taxes and fees for the billing period prior to September 20, 2023, and $283.38 in monthly access services and late payment fees.
  
  Please note, as a payment was not received for the past due balance, ******** suspended the accounts ability to place outbound calls.  As stated in our policy, if we suspend a customers service and then later reinstate it, a fee may be assessed.  Therefore, when ******************* authorized a new payment arrangement on October 1, 2023, and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service,up to three lines.  The new balance after the restoral fees were assessed was $668.65.
  
  On October 1,2023, ******************* authorized a two-part payment arrangement with their payment information.   ******************* agreed to remit a payment of $334.32 on October 8, 2023, and $334.33 on October 22, 2023.  On October 8, 2023, the automatic payment of $334.32 was successfully remitted reducing the balance to $334.33.
  
  On October 19,2023, ******************* spoke with ************* and remitted a payment of $100.00, updating the balance to $234.33.  Please note, as we have no record of a cancellation request for the upcoming payment arrangement dated October 22, 2023, the payment arrangement remained active.
  The billing statement dated October 20, 2023, reflected a balance of $517.54.  The billing statement included the past due balance of $234.33 and $283.21 in monthly access services and a late payment fee.
  
  On October 22, 2023,the second scheduled payment arrangement was received for $334.33, reducing the balance to $183.21.  On October 23, 2023,******************* spoke with ************* and indicated that they were previously advised that the payment of $100.00 would satisfy the payment arrangement.  As a courtesy, ************* offered a $50.00 credit for the inconvenience, which ******************* declined.
  
  Nevertheless, on October 30, 2023, our office spoke with ******************* and as a gesture of goodwill,we issued a refund $200.00 to their payment method on file and issued a bill credit of $183.21, reducing the account balance to zero.  ******************* accepted this offer as resolution to their concerns and was advised that the refund would appear within three business days of the date it was issued.  ******** regrets any inconvenience to *******************, and we appreciate their feedback.
  
  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

  10/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was billed for an account I canceled immediately and only have an order number ***********. $190 was charged after I was assured that would not happen. From the beginning it was an issue and I should have known better. I was quoted online that I would receive new iphone 15's and pay only the taxes. Total monthly would be $190. I went to the store with sim cards to start the transfer of numbers from ******* and was informed that was not accurate and was a lie. I owed $3000 for the phones. I told them to please cancel where I was then told to call the service number. I did. Was told it was canceled but then the money was taken. Nobody is able to refund my money or help me either at the store or online (spoke with someone over the. phone Mars, ID ******* on Oct 22). I was told to go back to store and that she could not do anything because unable to verify account. I have no account number or pin set up as I didn't open an account, but canceled. So the store can't verify and the reps over the phone can't verify. I just want my money back in a timely manner. This is ridiculous.

  Business response

  11/03/2023

    
  
  November 3, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     *******************
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  ******** ********* (********) is in receipt of your correspondence dated October 22, 2023, regarding the above-referenced account.   
   
  ******** regrets any concerns Layla **** may have experienced with the above-referenced account, and we appreciate the opportunity to respond. Our records confirm that Layla **** activated the above account on September 26, 2023. The account had six lines ending in ****, ****, ****, ****, and **** which subscribed to the Go5G ********************* plan for $185.00 and one line ending in **** subscribed to the 500MB Apple Watch w/paired DIGITS service plan for $5.00 per month after a $5.00 AutoPay discount for each line. Our records confirm that Layla **** did enroll in AutoPay which automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.  Please note, customers must utilize a debit card or checking account (ACH) to qualify for the AutoPay discount.  
  
  ******** records indicate on October 3, 2023, Layla **** contacted ************* but was unable to verify their account. Please note ******** takes account security seriously.  ********s account verification policy states that if an account has a PIN/passcode, it is the first piece of information that is requested by ************* to gain access to the account.  If a customer does not remember their PIN/passcode, they can change their PIN/passcode by receiving and verifying a one-time PIN that is sent to their ******** handset. Because ***** ****s account is unable to receive the one-time PIN, they must visit a ******** retail location with a government issued identification to reset the account password before access can be granted.
  
  On October 18, 2023, Layla **** contacted ******** ************* requesting to cancel their account and a refund of the payment of $190.00 remitted on that same day. Unfortunately, Layla **** was again unable to verify their account and was referred to a retail location.
  
  However, on October 23, 2023, Layla **** successfully verified into their account at a retail location, who assisted with the cancellation of their account.  The cancellation was made effective on the same day.
  
  In our correspondence with Layla **** on October 30, 2023, we advised them of our findings listed above.  In an effort to amicably resolve their concerns our office completed a refund for the $190.00 payment remitted on October 18, 2023. ***** **** can expect to receive these funds within three business days.  This now leaves the account closed with a zero balance. ******** regrets any inconvenience to Layla ****.
  
  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

  10/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a Sprint customer since 2006 with no problems. When Sprint transferred to ********* I was told that all my accounts would transfer over. When we traded in our phones we were told promises that were never kept due to the transfer and the store closed. This was in May or March of 2021. The representatives in the closed store seperated our accounts. His was Magenta with two free I watches, an even trade from an iPhone to an iPhone 13 and a ******* to paying a discounted price for a ******* S22. We received the discount until the switch. They then put his watches on my account and was still on his account. My account still stayed with Sprint and was grandfathered in with my family and friends but they changed it to Tmobile after telling them several times not to. I was told that I could transfer my husband lines to mine but they never did. I spoke to several representatives, ****, ******, ***, *****, ****** and others I was unable to get names. The last representative explained to me that he would be able to transfer my accounts with a temporary adjustment and close my husbands account sine I was told several lies. He never called me back. Of course, I have him recordered and copied their texts from other representatives. I keep everything notated. They would tell me to wait until I was current but would have me wait until the day before to have me a day late, they would never call me back, and so they would not have to do the change. I want to keep my friends and family unlimited talk and text, my even trades for all my phones and receive the credits to obtain the watches for free as I was told, the rest of the items transferred to my account such as a contract and a phone to my account so we can finally close his account. His name is *************************** and my account is through ***********************. I have much proof that states them telling me the things they were going to do to accommodate us and they lied. This is bad business. The promises Oct.6th-16th2023.

  Business response

  11/03/2023

    
  
  November 3, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     ***********************
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  T Mobile USA, **** ********** is in receipt of your correspondence dated October 22, 2023, regarding the above-referenced account.  ******** is pleased to report Windy Taylors concerns have been addressed to their satisfaction.
  
  ******** regrets any concerns *********************** may have experienced with the account, and we appreciate the opportunity to address this matter.  Our records reflect *********************** activated the account with ********************** on February 23, 2006, and currently has six voice lines of service ending in ****, ****, ****, ****, ****, and ****, subscribed to the ************************* with ****** and ****** rate plan billed at $110.00 per month for the first two voice lines and $30.00 per month for each additional voice line, including applicable taxes and fees.  Additionally, *********************** has one Mobile Internet line ending in ****, subscribed to the Unlimited Tablet with 10GB Mobile Hotspot rate plan billed at $33.50 per month, including taxes and fees.  Further, *********************** has two watch lines of service ending in **** and ****, subscribed to our DIGITS Apple Watch 500MB rate plan, each billed at $10.00 per month, including applicable taxes and fees.  
  
  *********************** agreed to and took advantage of Sprints Installment Billing Agreement (IBA) with the following purchases: 
  On March 11, 2022, an Apple Watch S7 device was purchased with ******************** Equipment Identifier (IMEI) ending in 0932.  *********************** was not required to remit a down payment and agreed to 24 monthly installments of $20.84.  
  On March 11, 2022, a ******* Galaxy Watch4 device was purchased with IMEI ending in 4732.  *********************** was not required to remit a down payment and agreed to 24 monthly installments of $13.75.
  On March 11, 2022, an Apple iPhone 13 Gold handset was purchased with IMEI ending in 7931.  *********************** was required to remit a down payment of $249.99 and agreed to 24 monthly installments of $31.25.  This purchase qualified for our 2022 Apple Trade P5 promotion where customers could get an Apple iPhone series on us, up to $800.00 of via a one-time trade-in credit and Monthly Account Credits (MAC), when they purchased on ***, traded in a qualifying phone, and activated a new voice line.  As such, this *** was enrolled to receive 24 MAC in the amount of $33.34.  
  On March 12, 2022, an Apple 13 Pink handset was purchased with IMEI ending 7505.  *********************** was required to remit a down payment of $219.97 and agreed to 24 monthly installments of $24.17.  This purchase also qualified for our 2022 Apple Trade P5 promotion and as such, this was enrolled to receive 24 MAC in the amount of $33.34.  
  On March 13, 2022, two Apple Watch SE devices were purchased with IMEI ending in **** and ****.  *********************** was not required to remit a down payment but agreed to 24 monthly installments of $13.75, each.  These purchases qualified for our 2021 Apple Watch P7 promotion, where customers could buy a new Apple Watch SE 40mm on *** and receive up to $130.99 off via MAC when they activated a new line on a qualifying rate plan for use on the new watch.  As such, these *** were enrolled to receive 24 MAC of $5.46 each.  
  
  On May 9, 2023, Windy Taylors account was transferred from the Sprint billing system to ******** billing system, via our Magenta Complete process.  Magenta Complete is an automated process that moves eligible customers from the Sprint billing system to the ******** billing system.  Customers who have been moved to the ******** billing system automatically will notice some differences in their self-service capabilities, bill format, and account verification processes.  Magenta Complete customers will also move to a ******** rate plan that is similar to their current rate plan under the Sprint billing system.  It should be noted that eligible customers will not see an increase in their base bill amount, due date, or services.  Upon transferring to the ******** ******, our system recognized the Apple Watch SE with IMEI **** was not being used on the associated line and therefore disqualified the line from the promotion.  
  
  Regarding the ******** account ending in ****, for which *********************** is designated as an authorized user, our records reflect this account was activated on March 12, 2022.  On March 12, 2023, the following devices were purchased using our Equipment Installment Plan (***) program: 
  An Apple iPhone 13pink handset was purchased with IMEI ending in ****.  At the time of purchase, a down payment was not required but 24 monthly installments of $33.34 were accepted.  This purchase qualified for our 2022 Apple Trade P5 promotion which provided a monthly recurring device credit (RDC) of $28.55, while maintaining eligibility.  
  An Apple iPhone 13 blue handset was purchased with IMEI ending in ****.  At the time of purchase, a down payment was not required but 24 monthly installments of $33.34 were accepted.  This purchase qualified for our 2022 Apple Trade P5 promotion which provided an RDC of $28.55, while maintaining eligibility.  
  A ******* Galaxy S22 Ultra black handset was purchased with IMEI ending in ****.  At the time of purchase, a down payment was not required but 24 monthly installments of $50.00 were accepted.  This purchase qualified for our 2022 ******* Trade P4 promotion which provided an RDC of $29.59, while maintaining eligibility.  
  
  As of March 13, 2023, the account ending in **** had three lines of service subscribed to Magenta *** rate plan.  On October 3, 2023, the voice lines ending in ****, ****, and ****, were moved from the ******** account ending in **** to Windy Taylors account, via a Change of Responsibility (COR) process.  A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business.  It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account.  It is important to note the potential new customer must contact ******** within 30 days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed.   
  
  Upon transferring the lines from the ******** account ending in ****, it was discovered that ************* account did not qualify for the transfer of the watch lines ending in **** and **** nor did the account have enough Equipment Credit Available (ECA) to transfer the *** balances.  Therefore, the ******** account ending in *************************************************** **** and **** and the *** associated with the two Apple iPhone 13 handsets and the ******* Galaxy S22 Ultra handset.    
  
  On October 31, 2023, our office spoke with the account holder of the ******** account ending in **** and we advised them of our findings related to their account.  Pursuant to their request, our office canceled the remaining watch lines ending in **** and **** on the ******** account ending in ****.  Additionally, as a one-time courtesy, our office closed the *** balances associated with the two Apple iPhone 13 handsets with IMEI ending in **** and ****, and the ******* Galaxy S22 Ultra handset with IMEI ending in ****, totaling $613.04.  Further, our office applied a one-time credit of $391.98 to the ******** account ending in **** which updated the balance to zero.  Finally, our office scheduled a follow-up for November 17, 2023, to assure the account remains closed and reflects a zero balance. 
  
  Regarding Windy Taylors account ending in ****, on October 31, 2023, our office closed the *** balances associated with the two Apple Watch SE with IMEI ending in **** and **** totaling $164.98.  *********************** accepted these actions as a resolution to their concerns.  ******** regrets any inconvenience to ***********************.  
  
  Based on the foregoing, we respectfully request this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
  
  
  Very truly yours,
   
  T-MOBILE USA, INC.
   
  ************************;
  Executive Response

• Initial Complaint

  10/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I traded in a device back in February 2023 for a $1000 credit towards a new device. The credit was applied but dropped off my account in May. I've been calling every month since JUNE and no one could see any issue so they've been applying the credit manually, but I've had to call every month! Now, in October! they're saying they didn't receive the device. I have verification from *** that the device was delivered to them on 3/8/23. However they are still ********** was never received and can't honor the deal...so basically they're saying someone on their team either stole it ( which shouldn't be my problem) or they're making up the fact that they never received it because they can't find any other reason why the deal isn't sticking to my account. I never received the old device back, so they stole it AND are charging me for the new device..

  Business response

  11/02/2023

  November 2, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
             Re:       *********************
                          Your File No. 20766613
                          ******** Account No. *********
                          Sprint Account No. *********
  
  To Whom It May Concern:
  
  ******** USA, Inc.(********) is in receipt of your correspondence dated October 22, 2023,regarding the above-referenced account.  
  
  ******** regrets any concerns ********************* experienced regarding their account, and we appreciate the opportunity to respond.  On February 1,2023, Sprint offered the 2023 ******* Trade P1 promotion which allowed customers to get up to $1,000.00 off an eligible ******* Galaxy device when purchased on the Installment Billing Agreement (***), traded in an eligible device, and have or switched to a qualifying plan.
  
  Please note, an *** is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet.  Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device.  There are no service discounts for devices purchased through Sprint *** and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price as well as any applicable down payment for any device being purchased.
  
  Our records indicate on February 9, 2023, ********************* took advantage of our *** with the purchase of a ******* Galaxy S23 Ultra handset at the full retail price of $1,199.99.  ********************* was not required to remit a down payment; however, they agreed to pay $106.80 for the taxes on the full retail price.  ********************* then agreed to a series of ************************** the amount of $50.00.  As ********************* traded in a ******* Galaxy Z Flip3 5G device, they met the eligibility for the 2023 ******* Trade P1 offer,and the above *** qualified to receive 24 monthly Recurring Device Credits (RDC)of $41.67.
  
  Our records reflect the ******* Galaxy Z Flip3 5G trade-in device was processed in our warehouse on March 15, 2023.  Regrettably,on May 10, 2023, the 2023 ******* Trade P1 promotion was removed due to an inadvertent error.  It is important to note, ********************* was provided a total of $125.01 recurring device credits from the February 10, 2023, billing statement through the April 10, 2023, billing statement.
  
  Our records reflect between June 14, 2023, and July 28, 2023, ********************* contacted Sprint and ********s ************* Team regarding the above-mentioned promotion.  During this period, manual credits totaling $125.01 were applied to the account.  Please note, on June 15, 2023, ****** Hunts account was migrated to the ******** billing system. 
  
  The billing statement dated August 10, 2023, reflected a balance owed in the amount of $128.00 for the service dates of August 10, 2023, through September 9, 2023.  On August 30,2023, our ************* team issued a credit of $41.67 regarding ****** Hunts promotion concerns, updating the balance to $86.33.  On August 31, 2023, a payment of $86.33 was remitted via AutoPay, updating the account to a zero balance.  The billing statement dated September 10,2023, reflected a balance owed in the amount of $128.00 for the service dates of September 10, 2023, through October 9, 2023.  On September 30, 2023, a payment of $128.00 was remitted via AutoPay,updating the account to a zero balance. The billing statement dated October 10, 2023, reflected a balance owed in the amount of $128.00 for the service dates of October 10, 2023, through November 9, 2023. 
  
  On October 10, 2023,********************* spoke with our ************* regarding their promotion concerns.  ************* informed ********************* that the trade-in device did not reflect as returned in our system.  However, on October 22, 2023, ************* conducted an additional review of the return of the trade-in device, and they confirmed the device was received in our warehouse.  As a result, ************* issued an account credit of $194.50 for the previous months the promotion RDCs were not applied to the account, updating the account to a credit balance of $66.50.
  
  Upon speaking with ********************* on October 24, 2023, our office apprised them of the information above.  At this time, *********************, requested the credit of $194.50 to be reversed and allocated to the *** balance.  As such, the credit of $194.50 was reversed, reverting the account balance to $128.00.  In an effort to come to an amicable resolution, our office issued an account credit of $41.67, updating the account balance to $86.33.  Additionally, we applied a credit of $666.64 towards the above mentioned *** balance, for the remaining promotional balance, updating the remaining balance to $83.35.  ********************* accepted the above as resolution to their concerns.  ******** regrets any inconvenience to *********************.
  
  Based on the foregoing, we respectfully request this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
  
  
  Very truly yours,
  
  T-MOBILE USA, INC.
  
  
  *************************************
  Executive Response

*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. ↩