ComplaintsforSprint Now Part of T-Mobile

• Initial Complaint

  10/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since 9/23/2023 I noticed incoming calls werent going through to my phone, some wont go through and others would go straight to my voicemail. Ive called ******** a handful of times and they cant find a solution to the problem. The last two times I called was 10/15/2023 @07:01pm and was on the phone for 1hr 10mins. Knowing I couldnt receive calls they said they call me back and they attempted and what I told them would happen did, and all they did was leave a voicemail asking me to not hesitate to call back (wait times were 40-50mins) if the issue continue. That same day I called them back at 08:12pm and was on hold for 1min when they called me back at 08:14pm so I hung up my outbound but their inbound call never fully came through. I called back AGAIN same day at 08:27pm, I was on the phone with them for 1hr 30mins and still no solution to my problem. I called again 10/16/2023 @09:21pm was on the phone for 1hr 33mins I was told I would get a call back from an advanced tech support specialist within 24-48hrs I told the agent I was afraid they would call and the call wont go through but he assured me it would because it was going to be an advance tech support specialist calling me and well its now the 4th day and I havent heard from them again and the problem remains. Seems no one has a solution for this issue and yet Im still paying for the service. I just need my service to work it is important that ALL my calls go through as this has cost me to miss out on great opportunities of employment. My internet does not work while I am on a call and it did before and the internet just randomly stop working, I need to always be connected to WiFi in order for it to work. This is for two lines I have with them phone# ending in **** and ****

  Business response

  11/01/2023

   
  
  November 1, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:***************************
  Your File No. ********
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T Mobile USA, **** ********** is in receipt of your correspondence dated October 21, 2023, regarding the above-referenced account.   
  
  T-Mobile regrets to hear *************************** concerns regarding their service experience, and we appreciate the opportunity to respond.  ******** records confirm *************************** account activated on August 15, 2018, on the Sprint ******, and on November 9, 2022, their account was migrated to the ******** ******, and currently had three voice lines active ending in ****, **** and ****, and is subscribed to our Unlimited Talk, Text, & Data plan w/Basic International **** lines rate plan which is billed at a monthly cost of $123.00 for the first two lines and a monthly cost of $30.00 for each additional line thereafter.  *************************** elected to enroll in our optional Protection 360 feature on lines ending in **** and **** which is billed at a total monthly cost of $33.00.  Additional records confirm *************************** took advantage of a Mobile Internet line ending in **** and is subscribed to our 100GB Mobile Internet for 5G, which is billed at a monthly cost of $55.00.
  
  ******** records indicate on October 20, 2021, *************************** qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of an Apple iPhone 12 handset.  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 24 monthly installments.  *************************** was not required to remit a down payment; however, they agreed to pay $54.18 for the taxes on the full retail price.  *************************** then agreed to a series of ************************** the amount of $21.00, with the final 24th installment in the amount of $20.99.  Additionally, on June 29, 2022, *************************** again qualified for and took advantage of our EIP with the purchase of an Apple iPhone 13 handset.  *************************** was not required to remit a down payment; however, they agreed to pay $63.20 for the taxes on the full retail price.  *************************** then agreed to a series of ************************** the amount of $33.34, with the final 24th installment in the amount of $33.17.  ******** records confirm *************************** is enrolled on our S 2022 Apple Trade P10 promotion and therefore is receiving 24 monthly Recurring Device Credits in the amount of $25.00.
  
  In ***************************** 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 issues *************************** has experienced.  Unfortunately, ******** is unable to guarantee coverage in all areas.  There are several factors and conditions that *** interfere with actual service, quality, and availability.  ******** is always working to improve its coverage, and we regret any service issues *************************** *** have experienced.  Although the coverage map at www.********.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which *** vary from location to location and *** change without notice.  ******** has verified the address on ***************************** account and based on the coverage map, confirms their account address is in an excellent coverage area with known issues of reported congestion.  
  
  Our records indicate the account was on the Unlimited Talk, Text, & Data plan w/Basic International **** lines rate plan, which includes unlimited talk, text, and data.  ******** reviewed the billing statements from August 15, 2023, to October 15, 2023, and over the course of those three months, *************************** used an average of **** minutes with calls as long as 43 minutes, sent and received multiple text messages and used an average of 25 GB of data.  As such, it is ********s position that *************************** is using the service.
  
  ******** records confirm on October 16, 2023, *************************** reached out to our ************* and to resolve their concerns we filed a trouble ticket with ID number ********.  On October 23, 2023, our engineers resolved their concerns and found that *************************** call records show several short or insufficient quality Voice over LTE calls happening in multiple locations.  This *** indicate Voice over LTE service or device issues.  Our engineers requested for *************************** to verify if that this is indeed a location specific problem only.  If the issue occurs in multiple locations, it is recommended for *************************** to test the *** card in a known working ******** handset.
  
  On October 27, 2023, our offices reached out to *************************** and upon speaking with them we advised them of their expected coverage and the findings of the trouble ticket with ID number ********.  To come to an amicable resolution our office applied a credit of $396.55 towards *************************** **** which satisfied the remaining balance for both handsets.  Additionally, our office applied a one-time account credit in the amount of $100.00 which updated the balance to $177.00.  ******** regrets for 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

  hi thanks for reaching back to me. I did see the response you got from ****** from ********* She said it could be my Sim card so I switched them out after they paid off my phones, but the issue persist so a couple days later I went and got a new phone which was the second option but the issue is still there, they offered me to get more services in order to enhance the quality of network that I would receive in my home. At this point in time I dont know what else to do but to deal with the issue as they stay that theyve done everything on their end. 

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The Sprint ******** merger has left my ******* Galaxy S21 useless. I was told by customer service that in June the phones on my plan were going to be converted into the ******** system. Since then, my S21 only works occasionally. I have requested that ******** replace the S21 with a comparable phone. They will not. My S21 currently has no network connection.

  Business response

  10/31/2023

  
  October 31, 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 19, 2023, regarding the above-referenced account. Please be advised the account holder of record is *********************** and ******** has confirmed *********************** and ***************************** are one and the same. Please note, upon speaking with *****************************, they requested they be referred to as *********************. ******** is pleased to inform you that upon speaking with ***********************, they confirmed their concern has been resolved to their satisfaction.
   
  ******** regrets any concerns ******************** *** have regarding the account, and we appreciate the opportunity to respond. Our records reflect that on April 22, ****, *********************** activated service. They currently have four voice lines ending in ****, ****, **** and ****, subscribed to the Sprint ONE plan for $130.00. The plan includes a base of two lines and each additional line for $25.00. They also have two Mobile Internet (MI) lines ending in **** and ****, subscribed to the SyncUp Kids Watch rate plan for $15.00 each, and a DIGITS line ending in **** which subscribes to the Data with paired Digits rate plan for $15.00 per month. 
  
  Please note, on February 21, 2021, *********************** purchased a ******* Galaxy S21 handset for $799.99 on the line ending in ****.  Please be advised, all new ******** devices come with a limited one-year manufacturers warranty. Customers also have the option to subscribe to the Protection 360 feature within the first 30 days of purchasing a new device. Upon review, ******** found *********************** is not subscribed to the Protection 360 feature on their phone number ending in ****.
  
  Our records confirm that on June 23, 2023, ***************** account was migrated over to ******** form Sprint via the 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. Additionally, and unfortunately, ******** is unable to guarantee coverage in all areas. There are several factors and conditions that *** interfere with actual service, quality, and availability. Although the coverage map at www.********.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which *** vary from location to location and *** change without notice. 
  

  On October 18, 2023, *********************** contacted our ************* team regarding issues with the handset not receiving network connection. However, due to the device being out of warranty they were unable to complete a warranty exchange. *********************** also declined to upgrade the device at that time. 
  

  Nevertheless, on October 26, 2023, our office contacted *********************** and offered to send a ******* Galaxy S23 128GB device at no cost as a gesture of goodwill for being a longtime customer, and to continue to our business relationship. *********************** accepted the offer 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

  
  

  Customer response

  10/31/2023

  I accept business response and am willing to close this issue, but one thing that was left out of the business response is that my first calls to ******** about the phone not working was in late ****. As you can see with their response in late **** is when my Sprint account was migrated to ********. I did not have issues with phone until migration. That is why I was adamant on receiving a comparable replacement phone at no cost as the issues with phone were due to the migration. 

  Customer response

  11/07/2023

   
  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

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We returned a cell spot through a ******** store on 08/08/23 and received a text notification on 08/31/23 that it was received and the credit processed. Our September bill was correct, then 10/02/23 we received a notification that our bill was past due (it is set up on autopay with ********* the overdue amount is in the amount of the cell spot, that they said they did not receive. Even though we have confirmation, we are still waiting for the credit. They will not credit our account.

  Business response

  10/31/2023

  October 31, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *****************************************
  *****, ** *****
  
  Re:     *********************************
  ******** Account Holder: ********************************
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  ******** ********* (********) is in receipt of your correspondence dated October 18, 2023, regarding the above-referenced account.  Please be advised, ******** has confirmed that ********************************* and ******************************** are one and the same.
   
  ******** regrets any concerns ***************************** may have experienced regarding the above-referenced account, and we appreciate the opportunity to respond.  ******** records confirm that ***************************** accepted a 4G/LTE CellSpot Router bearing the serial number ending in **** on September 26, 2022, with the intention of improving their indoor coverage.  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 CellSpot Routers 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.  It is important to note that the deposit required for the CellSpot Router issued to ***************************** on September 26, 2022, was waived as a gesture of goodwill.
  
  Please be advised all 4G/LTE CellSpot Router devices come with an unlimited warranty provided by ********.  The Unlimited Warranty for our 4G/LTE CellSpot permits ***************************** to receive an advanced replacement of their device via ********s Exchange Program.  Under the Exchange Program, ******** provides a new or like new replacement CellSpot Router of the same or equivalent model, provided that the non-working device is in good physical condition with no modifications or damage, such as broken or cracked plastics or internal parts, or liquid damage.
  
  On August 8, 2023, with ******************************* agreement, ******** processed a warranty exchange for the 4G/LTE CellSpot Router bearing the serial number ending in **** to be replaced with the 4G/LTE CellSpot Router bearing the serial number ending in ****, via our Warranty Exchange Program.  As a gesture of goodwill, a one-time credit of $25.00 was applied by ************* to fulfill the deposit requirement of the replacement router.  As a result of the warranty exchange, a prepaid shipping label was generated and sent to ***************************** via email for the return of the CellSpot Router with the serial number ending in ****.
  
  On August 21, 2023, ***************************** contacted our ************* Team and requested that we resend the prepaid shipping label for the non-working equipment.  Regrettably, due to an inadvertent error, a prepaid shipping label was sent for the 4G/LTE CellSpot Router with the serial number ending in ****, resulting in an open device recovery Return Merchandise Authorization (RMA).  Please be advised that once an RMA is initiated on a CellSpot Router, the equipment is de-provisioned, and the device must be received in our return center within 30 days of the initial return request.  
  
  On August 31, 2023, the 4G/LTE CellSpot Router bearing the serial number ending in **** was scanned into our return database.  
  
  On September 20, 2023, due to the replacement CellSpot Router bearing the serial number ending in **** not being received at our return center, a non-return fee of $147.66 was assessed to the account.  Subsequently, as a result of the CellSpot Router return initiated on August 21, 2023, the $25.00 deposit satisfied on August 8, 2023, was returned to the account, reducing the amount of the non-return fee to $122.66.
  
  The billing statement dated September 30, 2023, reflected a balance due in the amount of $296.82 and included a past due balance of $122.66, new monthly recurring charges of $119.89, and one-time service charge of $54.27 for an International Pass.
  
  On October 18, 2023, ***************************** contacted our ************* Team and requested the non-return fee be adjusted based on the assertion that the CellSpot Router bearing the serial number ending in **** was received timely.  To reach an amicable resolution, ************* applied a one-time credit of $147.66 to the account.
  
  On October 25, 2023, our office contacted ***************************** and apprised them of the information above.  Upon discussion, ***************************** confirmed they were still in possession of the 4G/LTE CellSpot Router bearing the serial number ending in ****.  Accordingly, ******** reactivated the CellSpot Router for continued usage in ******************************* residence.  Please be aware the 4G/LTE CellSpot Router remains to be a ******** owned device and, therefore, should be returned in undamaged and working condition to avoid the risk of a non-return fee or out-of-warranty fee of up to $400.00, if ***************************** should cancel service.  ******** 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

  10/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My account meets the ******** mobile phone unlocking regulations. I have contacted ********'s telephone customer service many times. Then the customer service asked me to contact ********************** customer service to tell me that my phone has been unlocked in the ******** database, but my phone is still locked. I think ******** is completely lying to me. I want to know whether I contact Sprint or *********

  Customer response

  10/17/2023

  Please help me convey to the company. So far, Sprint has not contacted me to solve the problem.
  

  Business response

  10/25/2023

  October 25,2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
               Re:     *************************
                          Your File No. 20736253
                          ******** Prepaid Account No. ************
  
  To Whom It May Concern:
  
  ******** USA, Inc.(********) is in receipt of your correspondence dated October 15, 2023,regarding the above-referenced account.  
  
  ******** regrets to hear ************** concerns regarding their device, and we appreciate the opportunity to respond.  Mobile Device Unlocks (***) are available for those devices that meet our eligibility requirements.  Please note ************** account is eligible to receive a *** for their device.  As such, on September 24, 2023, ******** emailed ************************* with the *** instructions needed to unlock their device.
  
  On October 23, 2023,************************* informed our office that they were unsuccessful in unlocking their device.  Subsequently, our office emailed ************************* unlock instructions to complete the ***.  As of the date of this letter, our records show that the ************** handset is unlocked.  Should ************************* need additional assistance, they may contact our office at the mobile number listed below.  ******** regrets any inconvenience to ************************* and we appreciate 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

  10/25/2023

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• Initial Complaint

  10/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  (location of provider is incorrect; unable to find ******** location *******************, ************* ** 34787)I was sold a product by representative that advised that a monthly fee of $205 included:- 3 phone lines, 2 of which ported over from spectrum - 1 new phone line, and a new iphone - free international calls / messaging (including *********)- free ******* and apple tv - internet connection/services (unlimited)- $400 in virtual prepaid mastercards They then proceeded to charge over $300 in fees for 2 short calls made to *********. Despite several hours on the phone with various representatives, they promised to refund this to the account. But they did not. Eventually they slowly refunded small portions of the overcharges, and then said the remaining $62 would be credited back to the account and not to pay that as they would credit it. They assured me in writing that services would not be interrupted while they were working on that. Instead, they did not credit it, and disconnected all services, and further charged another $60 in reinstatement charges for the lines. The internet services are so slow/unusable, despite advertising fast/great connection. This has caused significant financial loss to my business not being able to make calls/ use the internet for business purposes. We also never received the $400 prepaid cards promised.

  Business response

  10/25/2023

  October 25, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****, ** *****
  
             Re:       *************************
                          Your File No. 20735970
                          ******** Account No. *********
  
  To Whom It May Concern:
  
  ******** USA, Inc.(********) is in receipt of your correspondence dated October 15, 2023,regarding the above-referenced account.  
  
  ******** regrets any concerns ****** ******************* have with international charges and we appreciate the opportunity to respond.  On August 13,2023, ************************* activated this account with three voice lines and a Home Internet line.  The voice lines are subscribed to the Go5G Plus rate plan which includes Mobile without Borders, Simple Global and ********************************* Messaging.
  
  Mobile without Borders: This feature allows customers with select ******** rate plans that normally have a local calling and coverage area of *****************, ******, and *********** to have an extended local calling and coverage area to include ****** and ****** at no additional cost, and allowed customers to use their voice, text messaging, and data as if they were in *****************. 
  
  Simple Global: In late 2013, ******** began offering customers on eligible rate plans the largest global data coverage area included at no extra charge.  This global freedom is available in over 215 countries and destinations (see www.t-mobile.com/international for participating countries).  With Simple Global, customers have discounted calling, free unlimited texts, and unlimited web at standard speeds of approximately 256Kbps.  These speeds are great for web browsing,e-mail, social networking, and occasional use of certain features like GPS and maps.  However, should a customer feel these speeds are not sufficient; higher-speed data passes are available for purchase when travelling abroad.  Finally,voice calls back to the **** and to other Simple Global countries are a flat rate of $0.25 per minute, while unlimited text messaging is included at no cost.  Please note, ********* is a part of the Simple Global countries.
  
  ********************************* Messaging: This feature allows customers with select ******** rate plans that ability to send and receive international text messages at no additional cost.
  
  Please note the *********************** Unlimited Texting and the *********************** Calling features are two different features.  The *********************** Calling feature provides calling and texting to other countries from the **** at a discounted or included rate.  As mentioned above, the Go5G Plus rate plan includes *********************** Unlimited Texting, however, does not include *********************** Calling.  Therefore, voice calls are subject to stateside international charges and the calling rates can be found at *******************************************************.
  
  Additionally, at the time of activation, ************************* qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of an Apple iPhone SE.  ************************* did not remit a down payment however they agreed to a series of ************************** the amount of $17.92 per month.  Please note, this EIP qualified for the 2023 Apple Activate P2 offer which provides a monthly Recurring Device Credit (RDC) in the amount of $8.96 for the duration of the ****
  
  Between April 23, 2023, and August 16, 2023, ******** offered new and existing customers a $200.00 port-in rebate when they activated a new voice line of service and subscribed to the Go5G Plus rate plan and port in an eligible number which is known as the 2023 Switch P8 offer.  On August 25, 2023,************************* submitted their information for this offer for two voice lines of service. 
  
  ***************************** 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 14th of one month through the 13th of the next month and those charges are then due on or around the 6th.  If during that billing cycle ************************* had any usage charges, such as international calling or third-party downloads, the respective charges would be reflected on the next months statement, as obviously we cannot predict those charges in advance.  Typically, customers are assigned a billing cycle within one to four days after activation.  ******** does not assess any rate plan or feature charges billed during this short time before the customer is assigned a regular billing cycle; however, any additional usage charges incurred are billed and posted on the first billing statement that is generated, along with the monthly reoccurring service charges for their regular billing cycle.
  
  The billing statement dated September 14, 2023, reflected a balance in the amount of $387.90.  This balance consisted of EIP charges,international charges in the amount of $183.54 and monthly access charges for services from September 14, 2023, through October 13, 2023, with a due date of October 6, 2023.
  
  On September 25, 2023,******** approved *************************** 2023 Switch P8 submission and issued them two virtual cards in the amount of $200.00 each.  On September 18, 2023, ************************* contacted ******** regarding the international charges and as a one-time courtesy, a credit in the amount of $80.00 was applied to the account reducing the account balance to $307.90.  Please note, ************************* was advised that when they contact ********* they would be charged for international calls and as such the $15.00 per month, *********************** feature was added to the number ending in ****.  On October 8, 2023, ************************* contacted ******** regarding the international charges and as a courtesy a $40.00 credit was applied to the account, updating the balance to $267.90.  On October 9, 2023, ************************* contacted ******** regarding the international charges and as a final attempt to amicably resolve their concerns, ******** offered to apply a credit in the amount of $62.90.   Regrettably, due to an inadvertent error, this credit was not applied to the account.
  
  On October 9, 2023, ************************* remitted a payment in the amount of $205.00 further reducing the account balance to $62.90.  As payment was not received timely, on October 14, 2023, ******** 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 ************************* remitted a payment on October 15, 2023, and the account was reactivated, the account was scheduled to be assessed restore from suspension fees totaling $71.46 on the November 14, 2023, billing statement. 
  
  The billing statement dated October 14, 2023, reflected a balance in the amount of $464.07.  This balance consisted of the past due balance in the amount of $62.90 and new charges in the amount of $401.17.  The new charges consisted of international charges in the amount of $149.12 for an international call that registered under line ending in ****, a late payment fee and monthly access charges for services from October 14, 2023, through November 13, 2023. 
  
  On October 17, 2023, ******** issued a bill credit of $62.90 for the remaining international call charges that were assessed on the September 14, 2023, billing statement, reducing the account balance to $401.17.  Additionally,************************* spoke with ********s rebate team and requested to have physical cards sent to them instead of using the virtual cards for the 2023 Switch P8 offer. 
  
  On October 22, 2023, our office corresponded with ************************* via email.  ************************* informed our office that they requested to have the *********************** Calling feature on the line ending in **** and not on the line ending in ****.  As such, our office removed the *********************** Calling feature on the line ending in **** and added the feature to the line ending in **** as ************************* requested.  To amicably resolve this concern and as a courtesy to *************************, ******** adjusted this account in the amount of $149.12 for the international charges on the billing statement dated October 14, 2023, which reduced the account balance to $252.05.  *********************** applied bill credit in the amount of $71.46 towards the pending restore from suspension fees.  ******** respectfully declines to provide ************************* with any additional compensation regarding 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

  10/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 14, 2023 I filed a complaint with Assurant which is T-****************** I have been a sprint customer for over 10 years .My sons phone was broken and I have been paying insurance for over 10 years with Sprint which was taken over by ********* I had to pay $100 deductible for my sons phone and once we received a new phone, I would have to mail the old, broken phone back, which I have mailed the broken phone back. I mailed the broken phone back last week of July. We are now in October. I am being billed and charged ****** for a phone I retired via united states postal service. I contacted ******** and the agent informed me that they received the phone and it was in their warehouse and was never scanned this conversation was on September 28 the agent at the time apologize for the charge on my account and reassured me that my account will be credited for ****** . Fast forward to weeks later I contacted ******** because the charges was still on my account. I was then informed that the insurance informed them that they receive an empty sealed package. I mailed that package out from the ******* post office service in ******** *****. The cell was returned in the package that ******** provided me with ..There is something fraudulent going on with this company. Several phone calls were made and I informed them that I return the phone at the post office. The post office agent received the package from my hand and mailed it back to the company. The phone was package and sealed when I mailed it out of the post office now they are informing me that they received an empty package. This company has been known for doing this for years and I am not paying $300 for a phone that I mailed out please can someone help me with this matter this is urgent. They are Robbing, ******** citizens of their money. I return this phone. I am on camera returning it at the ************* ************** the phone was package and seal ! This company is fraudulent! They are scamming people

  Business response

  10/25/2023

  October 25, 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 14, 2023, regarding the above-referenced account.  Please be advised we have made attempts to contact *************************, which have proven unsuccessful.  As such, ******** will make every effort to address *************************** concerns within this letter.  
  Our records indicate that on July 15, 2023, ************************* filed an insurance claim for a damaged Apple iPhone 11 handset associated with the voice line ending in ****. The claim was approved by our insurance partner, Assurant, and a replacement Apple iPhone 11 handset was promptly dispatched and delivered to them.
  However, as the damaged handset was not received within the stipulated timeframe, a non-return fee of $299.66 was applied to *************************** account.  This charge was reflected in the billing statement dated September 26, 2023, which showed a total balance of $472.81, inclusive of monthly access charges, equipment charges, and the non-return fee.
  On September 28, 2023, ************************* contacted ************* regarding the non-return fee, and they were referred to Assurant for further assistance.
  In an effort to amicably resolve this matter, on October 24, 2023, we issued a credit in the amount of $299.66 for the non-return fee.  Additionally, we also applied a credit in the amount of $3.72 as a one-time courtesy, bringing the total credit to $303.38.  As a result, *************************** balance has been updated to reflect a new balance of $169.43.  We sincerely regret any inconvenience this situation may have caused ************************* and 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
  
  

  Customer response

  10/26/2023

   
  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

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******** can not figure out how to unlock my phone this has been a 6 day process 2 tickets last one I was promised a new phone if not fixed in 24 hours. Here we are 24 hours later and they want to put in another ticket and honor what they said yesterday. The person ar the local ******** store owned by ** mobile has been very helpful. But tech support has not even been able to fix it with them calling in.

  Business response

  10/24/2023

  October 24, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *****************************************
  *****, ** *****
  
  Re:     *********************************
  ******** Account Holder: ********************************
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  ******** ********* (********) is in receipt of your correspondence dated October 13, 2023, regarding the above-referenced account.  Please be advised the account holder of record is ********************************, and ********************************* has been designated as an authorized user of the account.  
  
  ******** regrets any concerns ********************************* may have experienced regarding their account, and we appreciate the opportunity to respond.  Mobile Device Unlocks are available for those devices that meet our eligibility requirements, of which, the account must be in good standing and the devices in question must be paid off.  Further requirements to unlock equipment can be found on our website at ********************************************************************************.
  
  On October 6, 2023, ******************************** contacted ********************** to complete a Mobile Device Unlock for a purchased, and paid in full, ******* Galaxy S21 Ultra 5G ******* with the ******************** Equipment Identifier (IMEI) ending in 6986.  Please note, by purchasing ******** equipment, ******************************** received a one-year Limited Warranty provided by the manufacturer of their device.  During the Limited Warranty period, ******************************** was eligible to receive an advanced replacement of their device via ********s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.  Under the Handset Exchange Program, ******** provides a replacement handset of the same or equivalent model, with a service warranty processing fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.  We confirmed it was unlocked, however, ******************************** stated they were not able to unlock the Galaxy S21 Ultra 5G ******* through the settings. 
  
  On October 11, 2023, ******************************** contacted ******** Customer again regarding the unlock of the Galaxy S21 Ultra 5G *******.  As ******************************** was still unable to unlock the handset after troubleshooting, a ticket was created to investigate ************************* Mobile Device Unlock concerns. 
  
  On October 12, 2023, ******************************** contacted ********************** whereas a replacement ******* Galaxy S21 Ultra 5G ******* using our Handset Exchange Program was sent to a ******** store for pickup by *********************************  The replacement handset was shipped on October 14, 2023, and arrived at the ******** Retail store on October 16, 2023. 
  .
  Upon speaking to ********************************* on October 18, 2023, ********************************* confirmed all their issues had been fully addressed by our ************* and Retail Store team.  Additionally, to amicably resolve ************************* concerns, an adjustment in the amount of $109.92 was applied to the account, leaving the account with a zero balance.  ******** regrets any inconvenience to ********************************* and *********************************
  
  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

  10/25/2023

   
  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

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the past few weeks I have called ************, Assurance Wireless and never got through with anyone to have my phone/internet account removed from the Affordable Connnectivity Program which I was never awared that I had been signed into when I signed up for Assurance Wireless Service back on August 2023. I paid $110 on the street to a representative of Assurance Wireless unaware of Assurance Wireless taking my ACP which I cannot use for my home internet service which expired on 10-1-2023, but according to ACP am still on Assurance Wireless for this program (and for that reason I was denied by my cable company) because Assurance Wireless continues to receive monies on my behalf on a phone I used the 1st day and never again. In short, the account with the phone number ************ should be closed according to their policy and that should include the internet connection. I have spoken with ACP and with Optimum my cable company, they both stated that I needed to contact Assurance Wireless to the number provided in this complain but after weeks calling to hanging up phone system I need your help. I am disabled with mobility problems, and need my ACP program for my home, not a service that I am not using nor have used. It would be great if they could refund me the monies I paid for the phone as well, I will gladly return it with its box to the local TMobile Store. Thank You.

  Business response

  10/24/2023

  
  October 24, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:***********************
  Your File No. 20731376
  Assurance Wireless 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 13, 2023, regarding the above-referenced account.
  
  ******** regrets any concerns *********************** may have experienced regarding the above account, and we appreciate the opportunity to respond.  Our records indicate that on July 3, 2023, *********************** activated the mobile number ending in ****, which is subscribed to our Data Unlimited Plus plan, which includes unlimited calls, texts and data.  At this time of activation, they were provided with a REVVL V+ 5G handset. 
  
  The Affordable Connectivity Program (***) is a government program to increase the adoption of broadband internet access service by consumers.  Only eligible consumers may enroll in Lifeline *** programs; limit one Lifeline benefit and one *** benefit per eligible household and is non-transferable across households.  Eligible consumers may obtain *** service from any participating provider and may transfer their *** benefit to another participating provider at any time.  For details on the *** program, please visit www.***Benefit.org. 
  
  Please note, Assurance Wireless outreach agents are not employees of Assurance Wireless and are employees of a third-party company.  These agents work on behalf of their respective company and potential customers to apply for Lifeline and Assurance Wireless services.  Some third parties offer separate products, such as upgraded devices.  Please note, these transactions, payments, and handset purchases are separate from Assurance Wireless, and we are unable to review or reverse these transactions.
  
  In an effort to amicably resolve ************************* concerns, on October 19, 2023, our office processed their request for cancellation, as such *********************** will be able to transfer their *** benefit back to their requested provider.  Our office suggests that *********************** contact that provider for assistance with transferring their benefit back to that provider.  Our office respectfully declines ************************* request for refund in regard to their initial account activation as ********************** outreach agents are not employees of Assurance Wireless and are employees of a third-party company.  We sincerely regret 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.  Customers may contact ************* by either dialing ************** or 611 from their handsets during the hours of 7am to 10pm CST.  Our office may also be reached at the address listed below.
  
  Very truly yours,
  
  
  T-MOBILE USA, INC.
  
  
  ***********************;
  Executive Response
  
  

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 20, 2023 I started service with assurance wireless upon receiving my device which is a schok volt I have had numerous instances of the device malfunctioning. Often times it takes more than four hours for the battery to charge and even then it doesnt fully charge. Secondly, theres always a lag between screen presses and screen activating. , I called assurance today and was finally able to reach someone to voice my concern they indicated they would replace the phone considering that its not even 30 days old. However, they told me that I would be responsible for the shipping cost which in my opinion in this instance, I should not be held responsible before because they are replacing something that they initially sent me that was a free device a device that has not function right since activation therefore, I am asking that assurance replaces this phone with a better free phone and waive the shipping charge

  Customer response

  10/13/2023

  My only request is that they replaced this device free of charge with a better device and wave the shipping charge.

  Business response

  10/23/2023

  
  October 23, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****,** *****
  
  Re:      *******************
  Your File No. 20728104
                          Assurance Wireless 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 12, 2023, regarding the above-referenced account.
  
  ******** regrets any concerns ******************* may have experienced with their Assurance Wireless handset, and we appreciate the opportunity to respond.  A review of ******************* Assurance Wireless account shows the account was activated on September 20, 2023, with one line of service ending in 9694.  This line is subscribed to our Affordable Connectivity Program (ACP) service plan, which provides unlimited talk,text, and data, with 25GB of high-speed data per month for ACP recipients.
  
  Assurance Wireless offers a mail-in warranty replacement option, and when a device replacement order is processed, customers are required to return the defective device to complete the warranty exchange order.  The warranty does not cover damaged, lost,or stolen devices and if a device is reported as lost or stolen, customers are required to pay up to $60.00 for a replacement.  Tenured customers may be eligible for reduced replacement pricing, and a shipping fee of $20.00 may be required to complete the replacement order.  It should be noted that customers who receive a warranty replacement device are required to return their defective device using the included return shipping materials included with their equipment order.  In an effort to prevent account suspensions related to the non-return of the defective device, ********************** will send customers a courtesy text message notification advising them to return the defective device as soon as possible.  Please note, should a device be found to be defective or non-functional within 14-days of a warranty replacement, customers may order another replacement handset with no shipping fee assessed.
  
  Our records show on September 25, 2023, ******************* contacted our ************* team to complete the activation of their Assurance Wireless handset. On October 11, 2023, ******************* contacted ************* again to report that the device was overheating and not charging correctly and requested a replacement handset.  ************* advised of the shipping fee required to process a replacement order, and ******************* declined to remit payment at that time. As such, no replacement order was placed.
  
  While our review shows that ******************* was outside of the 14-day no cost replacement period at the time of their device replacement request, due to the recency of their activation and as a one-time courtesy to resolve their concerns, ******** has agreed to complete a device replacement order and waive the associated shipping fee.  ******************* may expect delivery of their replacement handset within five business days. We ask that ******************* return their malfunctioning device with the return label included in their package within 14-days of receipt to ensure there are no interruptions to the account. ******** 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
  

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** offers a free AAA classic membership which I have not received. The problem is that I moved from **************, ******** to ************************. I have been trying to get it from the month of September 2023 and even before. My membership expired September 30, 2023. I have not paid it yet but intend to do that as soon as this problem is resolved. When I call AAA in *********, ** and **************, **, they refer back to ******** and when I call ******** they refer me back to AAA and every time I call either one they dont seem to know the answer to how to fix it. I have called both AAA in *********, ** and **************, ** and ******** several times. I spent at least 7 days in a row but to no avail. My Membership in VA #*** 258 **********. I have been with AAA for 31 years. My Membership in ** is *** 084 ******** 9. I am so tired of the back and forth between the companies. This amounts to around around 50 dollars that Im not receiving. My complaint is against both AAA and ******** companies. Im on Social Security Disability for Major Depression and Anxiety and this has caused my depression to escalate. Please help me to right this wrong!!! This has been my first time complaining to BBB. I am 64 years old. Any help you can give me is much appreciated. If you have any questions please contact me by my phone number.

  Business response

  10/24/2023

  October 24, 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 11, 2023, regarding the above-referenced account.  Please be advised we have made attempts to contact ************************* which have proven unsuccessful.  As such, ******** will make every effort to address ************************* concerns within this letter.
   
  ******** regrets any inconvenience ************************* may have experienced regarding the A Year of *** On Us offer enrollment and we appreciate the opportunity to respond.  ******** records reflect that ************************* activated the account on October 30, 2018, and currently has two voice lines ending in **** and **** on our ******** Unlimited 55+ rate plan for $90.00 monthly with taxes and fees included.
  
  As of June 21, 2022, ******** is offering the A Year of *** On Us promotion.  *** provides 24-hour 7 day a week emergency roadside assistance.  ******** when customers need auto repair, roadside service or a new car battery, a *** tow truck or service vehicle will be on its way to help.  Qualified customers are required to enroll in auto-renewal through www.***.com to receive this offer.  Please note, the offer only covers the Basic/Classic membership.  Customers can select the *** Plus or Premium membership, but will be required to pay the difference between membership cost.  Existing *** customers who redeem this offer must remain in good standing with ******** through their next membership renewal date to be eligible for a year on us.
  
  To redeem the A Year of *** On Us promotion, customer must visit www.promotions.t-mobile.com/aaa and submit their information.  After successful submission, customers will see a direct link on screen that will redirect them to the *** landing page.  From there, customers can select Im not a *** member to complete new membership sign up or click Im already a *** member to redeem the offer toward your next renewal.  Existing members will need to provide their *** Member Number or full name and zip code.  Once customers receive a Youre all set confirmation message, no further action needed.  It can take up to 24 hours for the redemption to reflect on the *** member account.
  
  As of October 23, 2023, ******** has confirmed ************************* was approved for the A Year of *** On Us promotion.  Should ************************* have any further concerns regarding this matter, they may contact our office at the number below or *** Support directly at ************.  ******** 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. ↩