ComplaintsforSprint Now Part of T-Mobile

• Initial Complaint

  10/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On October 9 I asked to speak to supervisor because customer service was no help. The first representative hung up on me when I asked for the supervisor and so did the second representative. When I finally got through to the supervisor after the third try I expressed how the representative's hung up and I wanted to place a complaint and she was upset that I wanted to place a complaint. After I proceeded to ask her why I can't place a complaint the supervisor hung up on me. Assurance wireless service is very unprofessional and they don't care for customers.

  Business response

  10/27/2023

  
  October 27, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****,** *****
  
  Re:      *******************************
  Your File No. 20713615
                          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 16, 2023, regarding the above-referenced account.
  
  ******** regrets any concerns ******************************* may have experienced with the above-referenced account, and we appreciate the opportunity to respond.  A review of ******************************* Assurance Wireless account shows the account was activated on June 12, 2023, with one line of service ending in 1146.  This line is subscribed to our Free Talk,Text, and Data rate plan for Lifeline recipients, which provides ***** minutes of talk, unlimited texting, and 4.5GB of high-speed data.
  
  Our records reflect ******************************* contacted ************* on October 9, 2023, for assistance remitting a payment on their account.  However, the payment was unsuccessful due to a payment error.  As such, ******************************* requested a supervisor, regrettably a supervisor was not immediately available and according to our account records the call was lost, we regret any inconvenience this may have caused.
  
  We appreciate ******************************* taking time to provide details of their interactions with *************.  Please be assured that we value customers feedback and will utilize this input to improve our training and processes as we are continually striving to improve the quality of service provided to our customers.  If ******************************* requires further assistance regarding their account, we welcome them to contact ************* for further assistance.  We 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
  

  Customer response

  10/27/2023

   
  Complaint: 20713615
  
  I am rejecting this response because:
  ******** is just sweeping there problems under the rug and ignoring customers concerns. When I was trying to speak to supervisor from customer service they hung up on me. And if ******** did there investigation and listened to the recordings they would know that. **************** is very unprofessional and does not care for the customer. And since ******** never reached out to me about my issue I can see why there employees don't respect customers because there bosses don't neither.
  Sincerely,
  
  *******************************

  Business response

  11/06/2023

  November 6, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *****************************************
  *****, ** *****
  
  Re:      *******************************
  Your File No. 20713615
  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 November 2, 2023, regarding the above-referenced account.
  
  ******** regrets any continued concerns ******************************* may have experienced with the above-referenced account.  We appreciate the opportunity to respond.
  
  As indicated in our previous response dated October 27, 2023, our records confirm ******************************* contacted ************* on October 9, 2023, for assistance remitting a payment on their account.  However, the payment was unsuccessful and ******************************* requested to speak with a supervisor.  A supervisor was not available to speak with ******************************* and our account records the call was inadvertently disconnected.  
  
  Please be assured ******** strives to provide world-class service to all our customers on each contact.  We make every effort to be professional and courteous to our customers.  We apologize if any Assurance Wireless representative failed in any way to display that during ******************************* recent calls to *************.  Please also be assured that we value customer feedback and will utilize this input to improve our training and processes as we are continually striving to improve the quality of service provided to our customers. We appreciate ******************************* taking time to provide details of their interactions with *************.  
  
  If ******************************* requires further assistance regarding their account, we welcome them to contact ************* at the number below for further assistance.  We 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
  
  

  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

  10/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When my apple watch was purchased in ************************************ to provide my watch with a data plan, but still charged me monthly for a data plan. Since purchased I've only been able to use my watch with bluetooth connection. So, I assumed I was only being charged for that service and not a data plan.

  Business response

  10/19/2023

  October 19, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
              Re:     *******************************
                          Your File No. 20709478
                          ******** Account No. *********
  
  To Whom It May Concern:
  
  ******** USA, Inc.(********) is in receipt of your correspondence dated October 7, 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 their concerns within this letter.
  
  ******** regrets any concerns ******************************* may have experienced regarding their account billing.  ******** records confirm, on October 3, 2018, ******************************* activated a DIGITS line of service ending **** and subscribed to the DIGITS Apple Watch TI rate plan for $18.50 per month with tax and fees included.
  
  On October 7, 2023, ******************************* spoke with ************* about the account billing and the charges on the DIGITS line.  Please be advised within ********s Terms and Conditions, customers are advised they are to notify us of any disputed charges within 60 days of ******** providing notice of the charges.  Our records indicate the first notice that ******** received regarding a dispute of this feature and associated charges was on October 7, 2023.  As this is beyond the dispute period, it is ********s position that the account was accurately billed based on the services subscribed.  Seeking an amicable resolution, ******** offered ******************************* two $100.00 refunds.  ******************************* accepted the offer, and on October 7, 2023, a $100.00 refund was applied to the payment method on file.  Regrettably, due to an inadvertent error, the second refund was not sent; however, on October 19, 2023, our office provided a refund for $100.00 in the form of a prepaid debit card to the billing address on file.  ******************************* may expect to receive the refund by U.S. ************** within 10 business days.  ******** regrets any inconvenience to ******************************* and we appreciate the opportunity to respond.
  
  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

  10/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Several months ago, I canceled my ******** account. They were supposed to give me a prorated refund for the partial month of service that I pre-paid. They are refusing to give me the refund. They tell me that I need to call in, but since I am no longer a customer, I cannot get to the correct department since all of the verification information is no longer tied to an account. Each month they keep sending me negative bills. I have tried calling and chatting but no one can help.

  Business response

  10/17/2023

  October 17, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****, ** *****
  
              Re:     *****************************
                          ******** Account Holder:**********************
                          Your File No. 20709264
                          ******** Account No. *********
  
  To Whom It May Concern:
  
  ******** USA, Inc.(********) is in receipt of your correspondence dated October 7, 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 concerns to ********************** and we appreciate the opportunity to respond.  ******** records confirm that ********************** activated one voice line of ******** service ending in **** and subscribed to our Magenta 1.0 plan at the monthly cost of $75.00 or $70.00 with AutoPay.  ********************** was also enrolled in the ****************
  

  *********************** account was billed by a system known as bill current.  This means charges for *********************** rate plan were billed in advance of the service being provided and became due within that billing cycle.  *********************** billing cycle ran from the 26th of one month through the 25th of the next month.  

  The billing statement dated April 26, 2023, reflected a balance of $70.00.  The billing statement consisted of monthly access charges for the billing period of April 26, 2023, through May 25, 2023.
  
  ******** records confirm ********************** canceled their account on May 13, 2023, when they ported their mobile numbers to another service provider.  On May 16, 2023, an AutoPay payment was received for $70.00 updating the balance to zero.
  
  The billing statement dated May 26, 2023, reflected a credit balance of $27.83.   The credit balance included a prorated bill credit for the billing period of from May 13, 2023, through May 25, 2023, as the account was canceled mid-cycle.  The account maintained the credit balance until the billing statement dated October 16, 2023.
  
  On October 7, 2023,********************** spoke with our ************* but was unable to verify their account PIN/passcode and was directed to a retail store.  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 or visiting a ******** retail location with a government issued identification to reset the account password before access can be granted.
  
  Nevertheless, on October 8, 2023, in an effort to amicably resolve this matter, ************* issued a refund in the amount of $27.83 to the payment method on file.  The refund was expected to be received by ********************** within three business days of the issuance date.  The account remains closed with a zero balance.  ******** 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

  10/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear ***/****,My cell phone was damaged and lost and I filed a claim with ******** on June 16th. Later, I was charged ~$600 for a non-returned device and called to inform them there was no returnable device because it was lost and the $600 charge was erroneous. Here are the two issues: 1) An erroneous charge of $600.00 that was promised to be removed or credited to my account by ******** (the call was recorded) and 2) an unauthorized withdrawal of $600 on October 7th I never authorized. *he details for each follow.1) While on the call on the 23rd to discuss the incorrect $600.00 charge, I was told by a ******** supervisor that they would credit my account the $600.00 (the charge for the non returned device) because I was a longtime customer and because their insurance provider was not cooperating with my claim and erroneous charge complaint. *his is all documented on the audio recording of the phone call I made on the 23rd. I was told the problem was resolved after this. 2) I never agreed or authorized on the 23rd a $600.00 payment to be taken out of my account on the October 7th. Moreover, this was taken from my account after I was told ******** will credit this charge to my account and take care of it. *-mobile has audio records and call records of this conversation on the 23rd where I was told this charge would be credited to my account. *he call record will also show I never authorized or agreed to an $600 withdrawal from my account on the 7th. *he resolution I am seeking is a refund of the $600 charges to my account and responsibility or acknowledgment by ******** that they charged me without consent or authorization. I have been a customer with ******** for a long time, and they have record of dishonesty and poor customer care and this is the final straw for me. *he customer service recording from the 23rd is very clear and will corroborate my claim.*hank you for your time and attention to this, ***************************

  Business response

  10/17/2023

  October 17, 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 7, 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 concerns ************************* may have regarding the account, and we appreciate the opportunity to respond.  ************************* has one voice line ending in **** which is subscribed to our Unlimited Freedom rate plan for $70.00 per month including taxes and fees.  Additionally, ************************* is subscribed to our optional Protection 360 Tier 5 feature for $18.00 per month plus taxes and fees.  Please note, ************************* is receiving a monthly Legacy ******** Perk promotional bill credit of $5.00.  
  
  Please be advised, ************************* account is billed in advance, meaning payment for services are due approximately one week prior to the end of the billing cycle.  ******** records confirm ************************* billing cycle runs from the 11th of one month to the 10th of the following month and is due on the 3rd before the end of the billing cycle.  Based on the above, ************************* monthly recurring charges are $83.00 plus applicable taxes and fees.
  
  On June 17, 2023, ************************* contacted ********s device protection partner Assurant, whereby they filed a claim for their damaged Apple iPhone 11 *************** bearing the ******************** Equipment Identity (****) ending in ****.  ************************* remitted a $99.00 payment for the replacement deductible, and the claim was approved on June 18, 2023.  Please be advised in each replacement handset box, a set of instructions are provided to inform the customer how to return their damaged equipment within 45-days to avoid being charged a non-return fee.  In addition, the possibility of a non-return fee is disclosed at the time the claim is processed.
  
  The billing statement dated July 11, 2023, in the amount of $359.37 reflected a past due balance of $229.31 which was due immediately, and new charges of $130.06 for the billing period beginning July 11, 2023, through August 10, 2023, which consisted of rate plan charges, features, one-time international roaming charges, a one-time late fee, taxes and fees, and was due by August 3, 2023.  
  
  On July 24, 2023, ************************* account was suspended due to non-payment.  ************************* remitted a payment of $250.36 via our self-help options updating the balance to $109.01, whereby the account was immediately restored.  Additionally, the account was instantly assessed a restore fee of $21.05 including tax, revising the balance to $130.06.
  
  The billing statement dated August 11, 2023, in the amount of $819.72, reflected a past due balance of $130.06 which was due immediately, and new charges of $689.66 for the billing period beginning August 11, 2023, through September 10, 2023, which consisted of rate plan charges, features, a one-time non-return fee, taxes and fees, and was due by September 3, 2023. 
  
  On August 14, 2023, ************************* account was again suspended due to non-payment.  On August 19, 2023, ************************* remitted a payment of $151.11 via our self-help options updating the balance to $668.61, whereby the account was restored immediately.  Additionally, the account was instantly assessed a restore fee of $21.05 including tax, updating the balance due to $689.66.
  
  The billing statement dated September 11, 2023, in the amount of $805.89, reflected a past due balance of $689.66 which was due immediately, and new charges of $116.23, for the billing period beginning September 11, 2023, through October 10, 2023, which consisted of rate plan charges, features, a one-time late fee, taxes and fees, and was due by October 3, 2023.  
  
  On September 23, 2023, ************************* contacted our ************* team regarding the outstanding balance of $805.89.  ************************* was advised of the non-return fee charge.  ************************* advised us that the damaged phone had been lost or stolen after the claim was filed, and that they were now unable to return the handset.  At that time, ************************* remitted a payment of $205.00 updating the balance to $600.89.  It should be noted, when utilizing our ************* team for payments the account is immediately assessed a $10.00 assisted support fee, which updated the balance due to $610.89.  Our records confirm ************************* then scheduled a Future Dated Payment (FDP) in the amount of $610.89 for October 7, 2023.  An FDP is a future dated electronic funds transfer from an approved payment method provided by the customer, whereby they grant ******** permission to automatically withdraw the funds on the selected date.
  
  In their correspondence to your office, ************************* indicated they were advised the non-return fee would be credited.  Please note, a review of our records was unable to substantiate any offer for credit by ********.  
  
  ************************* FDP of $610.89 was successfully remitted on October 7, 2023, revising the balance due to zero.  ************************* contacted our ************* team regarding the payment of $610.89, and was advised that they agreed to the **** and are responsible for the non-return fee.  
  
  As the damaged Apple iPhone 11 *************** bearing the **** ending in **** has not been returned, ******** considers the non-return fee to be valid.  ******** 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
  

• Initial Complaint

  10/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the start of September 1st Sprint now ******** cancelled the tidal portion of my plan. Not only were they supposed to honor all parts of my plan (according to sprint), they didnt offer me a substitution, nor did they offer to lower my bill. Im paying the same amount for my plan but Im not getting all the services thats in my plan. Every time I call they tell me that they cant see anything in my plan saying that Im supposed to have tidal. Ive even provided them with the email from tidal stating that my plan included tidal and that ******** will no longer provide tidal in my plan

  Business response

  10/17/2023

   
  October 17, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     *******************
  T-Mobile Account Holder: Mr. ******* *******
  Your File No. ********
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T Mobile USA, **** ********** is in receipt of your correspondence dated October 7, 2023, regarding the above-referenced account. Please be advised the account holder of record is Mr. *********************** and ******************* is designated as an authorized user of the account. ******** is pleased to note we have resolved Baheim ******* concerns to their satisfaction.
  
  ******** regrets to hear of Baheim ******* concerns regarding their services, and we appreciate the opportunity to respond.   On August 2, 2023, ******** informed customers with an active ***** feature, that the benefit will end effective on September 1, 2023. Customers may retain their ***** accounts by visiting the ***** website, accessing their online account, and arranging for a continued subscription. Monthly charges will apply. However, ********************* account is now qualified for the ********* On Us feature. The ********* On Us feature provides customers with an ********* subscription at no cost while subscribed to an eligible voice rate plan, as the account meets the eligibility requirements, 
  
  On October 11, 2023, our office contacted ******************* and advised them of our findings. As a gesture of goodwill, and as a one-time courtesy to *******************, our office issued a credit of $101.94 which updated the balance to $94.86 due on October 25, 2023. ******** 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

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a new phone service & new phone from Assurance approx 3 wks ago. Last wk Tues my phone stopped charging for no reason. I called Assurance & was told my phone is under warranty given an order # and told I'd recv a new phone in 3-5 bus days. This wk Tues I called them 4 a tracking #. The rep gave me a ***** tracking # and said I would have it by the 9th. I entered the # into ***** tracking & was told it was invalid. Called Assurance back to confirm ********* said there's no tracking, there's a NEW GOVT LAW stating I need to pay $20 shipping. I then asked for a sup. ****** (Supervisor) reluctantly came on the phone & after repeating my story he said he would love to help me but it's a law. He wouldn't give his last initial or emp # when I asked, he just went silent then hung up. I called AGAIN, asked for ANOTHER ****************** came on the phone. I had to repeat myself again obviously they don't enter notes. Frustrated beyond belief, ***** said she would like to help but Assurance doesn't get the $$ it's a ***** rule. I asked for ****** emp #, she asked if I had a ************ when I said yes go ahead, SHE HUNG UP! Worst cust service ANYWHERE! Two reps told me my order was coming, one even made up a tracking #, neither said a word about $20. LYING CSR's, ******* SUPERVISORS who are completely unwilling to help & a brand new phone that stops working after 2 weeks?? I'd like a replacement phone I was told was already on its way. This company offers free govt phones & is owned by ******** these people need to be held accountable for the misinformation they freely give and Supervisors, if they even were, that need to be prodded to speak/help with a customer. I've attached a screenshot of the warranty where there's also no mention of $20 shipping, the new govt law or ***** mandatory fee.

  Business response

  10/16/2023

  
  October 16, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****,** *****
  
  Re:      *******************
  Your File No. 20701804
                          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 6, 2023, regarding the above-referenced account.
  
  ******** regrets any concerns they may have experienced with their device replacement request, and we appreciate the opportunity to respond.  A review of *************** Assurance Wireless account shows the account was activated on September 4, 2023, with one line of service ending in 9169.  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.  It is important to note, if a warranty replacement is required within 14 days of activation of a replacement device, a new replacement order can be made with no shipping fee required.
  
  Our records show on September 27, 2023, ******************* contacted our ************* team to report concern with their device charging.  ************* completed applicable troubleshooting steps but was unable to resolve *************** concerns and created a warranty replacement order.  Regrettably, as payment was not remitted for the shipping fee, the order was cancelled on the same day, and no device was sent.  On October 2, 2023, ******************* contacted ************* once more for an update on the order status and was advised they would need to remit payment of $20.00 plus tax for the shipping fee to complete the replacement order. ******************* declined to remit payment at that time.  ******************* additionally spoke with our ************* team on October 4, 2023, and October 5, 2023, but no replacement order was made.
  
  Following our review of *************** account, ******** agreed as a one-time courtesy to complete a device replacement order for their handset and waive the required shipping fee.  ******************* may expect delivery of their replacement device within five business days. Once received, ******************* should contact our ************* team by calling **************, or by dialing 611 from their Assurance Wireless handset to complete the activation of their replacement device.  Please note, any future device replacement requests are subject to the prices and conditions detailed above.  ******** 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 our office at the address below.
  
  Very truly yours,
  
  
  T-MOBILE USA, INC.
  
  
  *************************
  Executive Response
  

  Customer response

  10/17/2023

  Hello,

  I feel their response is very confusing and backpedaled the complaint.  They neglected to address the horrible customer service I received nor did they address the fact there's nothing stating anything anywhere about a $20 shipping fee.  I had the phone for a week when it just stopped charging.  It was defective and according to them, under warranty for one year.  I did receive a free replacement several days after I submitted this complaint. Should I let this go or should I reply with this information? Their reply was sketchy at best.  Please help with a little advice.  Thank you

  Customer response

  10/24/2023

  On October 17th I sent a message directly to the BBB but didn't get any response.  I don't want this to be closed, I don't feel this was resolved which is why I sent a message to you.  Is that typical I wouldn't be responded to?  Please let me know.

  Thank you 

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have 3 or 4 lines with Tmobile. I am in hardship. I own one of the phones. Tmobile told me on Sept 13, 2023 that they would allow me to port the number out which I am *********** do. I also was told that Tmobile cannot hold my physical phone hostage because I am in hardship. I will not be able to pay the balance. Instead, they took a payment and did not unlock my phone. I pay my bill when I can but what is happening that when I am a little late Tmobile immediately charges $20 per line. So that is how they are making money. Charging people in hardship $80 extra on top of a bill I cannot pay. Tmobile also breached my information and I get constant reports that my social, email, number, address are showing up on the dark web. What makes it worse is that my address is confidential by Court order from a stalker. This can be proven. I need a phone to be able to communicate issues about my 5 year old child. Tmobile will help temporarily when I threaten but these policies of running circles around customers and not allowing a port out and releasing the phone is unethical. They all say different things. Tmobile turns off my phone immediately if you are late then charge you $20 per line. This started about 1 years ago.

  Business response

  10/16/2023

    
  
  October 16, 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 4, 2023, regarding the above-referenced account.  Please be advised we have made attempts to contact ******************************* which has proven unsuccessful. As such, ******** will make every effort to address Meiling Melancons concerns within this letter.  
  
  ******** regrets any concern ******************************* *** have experienced, and we appreciate the opportunity to address their concerns. ******** records reflect the account was activated on November 27, 2020, and most recently had three voice lines ending in ****, ****, and ****, subscribed to our Essentials rate plan with a monthly cost of $100.00 for the first two lines and $20.00 for each additional line. Please note, the account qualified for our $20.00 Line Discount ******** promotional offer and receives a monthly bill credit of $20.00. Please note, the line ending in **** subscribed to the Simple Choice North America 2GB MI plan for $10.00 per month.
  
  ******** records indicate ******************************* took advantage of our Equipment Installment Plan (EIP). EIP is a payment option that allows eligible customers to purchase handsets by remitting a down payment at the time of purchase, if required, and agreeing to pay the remaining balance in monthly installments.  ******************************* purchased the following devices on EIP:
  
  On April 22, 2022, ******************* purchased a JOY TAB 2 device on the line ending in ****. ******************************* was not required to remit a down payment and agreed to a series of ************************** the amount of $7.00. ******************************* qualified for the 2021 Connected Device P2 promotion which provided monthly recurring device credits (RDC) of $7.00.
  
  On August 23, 2022, ******************************* purchased an Apple iPhone 13 pro device on the mobile voice line ending in ****. ******************************* was not required to remit a down payment and agreed to a series of ************************** the amount of $41.67 and a final payment of $41.58.
  
  The billing statement dated July 11, 2023, reflected a total balance due in the amount of $544.46. This balance consisted of a past due balance in the amount of $361.06 and new charges in the amount of $183.40. The new charges consisted of a late payment fee, EIP charges, and monthly access charges for services from July 11, 2023, through August 10, 2023.  ******** records reflect a payment totaling $284.94 was made on August 8, 2023, and an adjustment for $77.40 was given to assist ******************************* with the bill due to hardship, leaving a balance of $182.12.
  
  The billing statement dated August 11, 2023, reflected a total balance due in the amount of $365.53. This balance consisted of a past due balance in the amount of $182.12 and new charges in the amount of $183.41. The new charges consisted of a late payment fee, EIP charges, and monthly access charges for services from August 11, 2023, through September 10, 2023. On September 6, 2023, Meiling Melancons account was suspended for non-payment of the past due balance of $182.12 and fail payment arrangement.
  
  As stated in our Terms and Conditions, if we suspend a customers service and then later reinstate it, a fee *** be assessed.  This fee is assessed per line, on up to three lines of service.  Therefore, when ******************************* remitted a payment on September 7, 2023, and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service. It is important to note that Meiling Melancons account is being billed accurately and as such, ******** considers the charges valid and owed.
  
  Please be advised, to qualify for an unlock of a ******** branded device, there are specific requirements that need to be met for approval. Requirements to unlock equipment can be found on our website at ********************************************************************************. The 
  requirements state that before a device qualifies to be unlocked, any lease or financial obligation must be met, in addition to being used on the ******** network for ***************************************************************************** good standing.
  
  On September 13, 2023, ******** records reflect that ******************************* contacted ************* to report that they were transferring their mobile number ending in **** to a new wireless provider and were guided in how to generate a Temporary Port Out Pin for authorization to move the ********************** number to a new service provider. A Temporary Port-Out PIN is used by customers who wish to port out from ********. Temporary Port-Out PINs are a temporary PIN which customers can request via www.My********.com or the ******** app. If customers are unable to receive a Temporary Port-Out PIN via those channels, they *** contact ******** directly for assistance by calling ******** at toll-free at **************. It should be noted that a Temporary Port-Out PIN can be used to port out any mobile number on an account, and it is valid for seven days upon generation. Once customers have received a Temporary Port-Out PIN from ********, they must provide the Temporary Port-Out PIN to their new provider as well as any additional account information that *** be necessary for porting their number. ******** records indicate that at the time, ******************************* requested device unlock for their Apple iPhone 12, and they were advised that due to the account not being in good standing, they were not qualified for the device unlock.
  
  Porting is the process of transferring a phone number from one service provider to another. Customers initiate a port request by contacting their new provider and providing them the necessary information from their current provider. Once the new provider initiates the port request with the correct required information, the phone number is transferred to the new provider. Upon completing the port, the phone number is automatically cancelled with the previous service provider. Please note, a phone number must be in an active or suspended status to process a port-out request. If a phone number is cancelled before completing a port-out, the line must be reactivated in order to process a port-out.
  
  Regarding ******************************* cybersecurity concerns, ******** takes such matters seriously. 
  While we, like any other company, are unfortunately not immune to this type of criminal activity, we continue to make substantial investments in strengthening our cybersecurity program. Additionally, we encourage all ******** customers to regularly take steps to keep their accounts secure including being mindful of phishing attempts. For additional online safety tips ******************************* can visit us at www.t-mobile.com/onlinesafety.
  
  Should ******************************* wish to discuss their experiences further, they *** contact me directly at the number listed below. ******** regrets any inconvenience to *******************************, and we appreciate the opportunity to review this matter.
  
  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

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September 2023, I attempted to reapply for lifeline services to Assurance Wireless. There is a box that says I must agree to the *** part of the plan. This program is separate and I already have it by an internet provider. This box should not be on the application process for a lifeline phone. It does not give me an option to not accept and continue. Also, on their website they have several offers. It clearly does not say you must be on a lifeline plan to buy. When I tried to buy, they used me being ineligible saying I could not purchase the plan. I had unlimited text and **** minutes. I do not need their part of the *** plan and making me get it seems fraudulent and I feel they are commiting a very serious crime.

  Business response

  10/16/2023

  October 16, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ************************************* 200
  *****,** *****
  
  Re:      *************************
  Your File No. 20696394
                          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 4, 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 ************************* was enrolled in the Lifeline Program with their Assurance Wireless account, and that we began notifying them on June 27, 2023,that they needed to recertify with the Lifeline program to maintain their benefit.
  
  Assurance Wirelesss Lifeline program is a subsidized program of the ****************************** which offers qualifying customers a discount on their monthly phone charges.  Lifeline recipients may qualify for and receive rate plans such as our Assurance Wireless Free Talk, Text, and Data rate plan for Lifeline recipients, which provides ***** minutes, unlimited text messaging, and 4.5GB of data service each month.  Plans may vary by location.
  
  Only eligible consumers may enroll in Lifeline and/or *** 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, visit www.***Benefit.org.  It should be advised that the consumer must sign up for the benefit directly and not the provider, in addition the consumer is the one who advises where the *** discount should be applied.  Customers may receive information about Lifeline benefits by visiting the website, www.checklifeline.org/lifeline.
  
  Our records show that the account was opted out of Lifeline benefits on September 29, 2023, as their completed recertification was not received. As a result, on September 30, 2023, ******************** Assurance Wireless rate plan was updated to our non-Lifeline Flat10 rate plan.  This plan is a pay by the minute and text plan, which requires that customers maintain a credit balance on their account to utilize calling at a 10-cent per minute casual rate or texting at a 10-cent per text casual rate. Consistent with the Terms and Conditions of Service to which our customers agree, this service plan is implemented on a customers account once they are no longer eligible to receive the Assurance Wireless Lifeline benefit.  Please note, customers receive a free notification advising of the change. 
  
  Should ************************* wish to recertify for the Lifeline benefit, they will have to visit www.checklifeline.org/lifeline.  Once they receive approval from the National Verifier, they can return to the Assurance Wireless website ******************************************************************** and fill out the application for service with Assurance Wireless.  If ************************* experiences any difficulty with enrolling, they can contact Lifeline directly at ************** or *************************** 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
  
  

  Customer response

  10/17/2023

   
  Complaint: 20696394
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Refused to replace government phone under warranty per their website, which they claimis not up to date. They are defrauding the government.

  Business response

  10/16/2023

    
  
  October 16, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     *******************
  ******** Account Holder: *************************
  Your File No. 20696026
  Sprint Account No. *********
   
  To Whom It May Concern:
   
  ******** ********* (********) is in receipt of your correspondence dated October 4, 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 concerns ************************* may have regarding their handset, and we appreciate the opportunity to respond.  Sprint, now a part of ********, launched the Sprint Flex Lease program, an option that provides qualified new and existing customers the flexibility to lease select devices for a lower monthly cost versus purchasing the device.  Lease payment varies by device and a down payment may be required and varies by customer and device.  With a ********************** Flex lease option, Sprint owns the device.  At the end of the lease term, customers can continue to lease the device on a month-to-month basis, cancel the lease and pay the Lease Device Purchase Price (DPP) (please note that this option is not available in all states) to purchase and own the device outright, return it to us, or return it to us and upgrade to the latest device.  
  
  Our records indicate on February 3, 2020, ************************* took advantage of our Sprint Flex Lease with the purchase of an Apple iPhone 11 ************ handset at the full retail price of $1099.99 for the line ending in ****.  Accordingly, ************************* was asked to remit a capital cost reduction in the amount of $100.00 and agree to a series of ************************** the amount of $40.29.  Our records indicate on August 9, 2021, ************************* contacted us with a modification request to own the device by paying the $274.87 Lease Device Purchase Price (DPP) in 8 monthly installments in the amount of $30.55 and 1 monthly installment in the amount of $30.47 to begin on September 4, 2021, and complete on June 4, 2022.  
  
  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 our Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.  Under the Handset Exchange Program, Sprint 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.  It is important to note, the one-year Limited Warranty for the Apple iPhone 11 ************ expired on February 3, 2021.  Therefore, *************************, does not meet the qualifications for a warranty exchange. 
  
  If a customer has an open installment plan and the associated line is canceled, any remaining open installment balance on the canceled line is accelerated and becomes due with the final billing statement.  This information is disclosed within the installment agreement provided at the time of purchase.  When the line ending in **** was canceled by transferring their service to another provider on December 18, 2021, the remaining installment balance of $152.67 was accelerated and posted to the billing statement dated January 3, 2022.  Additionally, we are unable to process a warranty claim on a cancelled line.  We recommend that ************************* contact the device manufacturer, ******** directly at ************** for device support.  ******** 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

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a client/beneficiary of the Federal Lifeline Assistance program which is a government benefit program supported by the federal *********************** The service provides low-income eligible people a free phone, free monthly data, unlimited texting, and free monthly minutes. Under this program Assurance Wireless has sent me a succession of phones/replacement phones (Schok brand currently) over the years that are so poorly made they suffer catastrophic failure and need to be replaced even though they haven't been damaged through use, accident or neglect. My most recent phone failed after 10 months and refused to accept a charge. An Assurance Wireless rep named "Joy" promised me a replacement phone that was supposed to arrive today. October 03, 2023. When I called to verify its arrival the CSRs told me that no phone had been ordered and that if I wanted a phone it would cost me fifty dollars (for a phone I was told would be free to replace a phone I did not damage.) When I asked to speak to a supervisor about this I was told I would be connected and was then disconnected. Twice. First by ******* and then by "***". I've waited over half an hour since "***" ended the most recent call to give these CSRs time to call back. I literally went over my call back number during the two calls with them. At this point I feel I have no choice but to ask for help from the BBB regarding this matter.

  Business response

  10/13/2023

  
  
  October 13, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:      *****************************
  Your File No. 20690706
  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 3, 2023, regarding the above-referenced account.  
  
  ******** regrets any concerns **************************************** have experienced with their Assurance Wireless device.  Our office is able to validate that the account has been active since May 9, 2022, and has one line subscribed to our Assurance Wireless Unlimited rate plan.  This plan provides unlimited talk, text, and 10GB of high-speed data service with enrollment in the Affordable Connectivity Program (ACP).  During activation, the device that was provided was a 
  UNI 696 device, the devices warranty ran through May 9, 2022, through May 9, 2023.  
  
  Assurance Wireless strives to ensure that our device line-up provides customers with the richest and most-convenient wireless communication options available using state-of-the-art technology and equipment.  The equipment selection available to Lifeline customers through our Assurance Wireless services is based on government funding provided for the Lifeline program for which ***************************** is enrolled.  
  
  Please note, all new Assurance Wireless devices are provided with a one-year warranty.  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 $39.99 for a replacement.  Please note, we are unable to guarantee a specific model for the replacement device, as this is based on available inventory.  Also, as of May 31, 2023, warranty exchange orders that are processed past 14 days of the device activation are subject to a $20.00 shipping and handling charge.  It should be noted that we are unable to guarantee what specific model phone will be sent as a replacement.
  
  Our records reflect on November 29, 2022, ***************************** contacted our ************* to report issues with the device.  During this time, the account shows that troubleshooting had been completed and as the device is not working properly, a device was ordered and shipped to them at no cost.  A Schok 55 device was activated on December 12, 2022.  
  
  On September 25, 2023, ***************************** contacted ************* to report that the device was not holding a charge.  During this time troubleshooting had been completed and it was advised that we could order a replacement however a of $29.99 for a device replacement fee and a $20.00 shipping fee totaling $49.99 would be due prior to completing the order.  During this time ***************************** declined to remit a payment, as such no device had been ordered.  
  
  Later on, October 3, 2023, ***************************** contacted ************* once more to inquire about a device order.  It was explained that no device had been ordered as the fee of $49.99 had not yet been remitted.  
  
  On October 4, 2023, our office reviewed the account, and have confirmed that no order has been placed.  However, as a onetime courtesy from our office we have placed an order for the device at no cost to ******************************  Our office has requested that the device be shipped to the address on the account that matches the one provided in your correspondence to your office.  
  
  Additionally, the device that will be shipped is a Schok 55 device.  The device will be shipped within the next five business days.  Once received we ask that ***************************** return the defective device back to us by using the prepaid ***** shipping label and dropping the device off at any ***** location.  Please note any future devices replacement devices will require a $20.00 shipping fee and a replacement fee which will vary based on tenure.  We regret any frustration this may have caused *****************************, and we are happy this has been resolved.     
  
  Based on the foregoing, we respectfully request this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention.  If you have any questions, please do not hesitate to contact ************* directly at 611 or ****************.  
  
  
  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. ↩