ComplaintsforSprint Now Part of T-Mobile

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ******* paid and extra $210 to ******** for a service that was supposed to be canceled on April 2023. Shes been charged for 6 months and the ******** employees refused to refund her the money theyve been stealing from her they gave her credit for 2 months even though this problem has been going on from April 2023- October 2023 she wishes to be refunded the money taken from her.

  Business response

  10/14/2023

  
  
  October 14, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
              Re:     ***************************
                          Your File No. 20690564                   
  
  To Whom It May Concern:
  
  ******** USA, Inc.(********) is in receipt of your correspondence dated October 3, 2023,regarding the above-referenced file number.  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 with charges associated with a ******** account.  Regretfully, with the information provided in your correspondence, ******** was unable to locate an account associated with ***************************.  However,******** would like the opportunity to speak with ***************************, and work toward an amicable resolution.  
  
  To locate a postpaid account, we need the nine-digit account number, a ten-digit mobile number that was associated with the account, or the account holders full social security number.  Once we receive the information needed to locate ********************** account, we will be able to investigate their concerns, and work to resolve this matter with them.  We request *************************** contact our office directly at the number below to discuss this matter.  ******** regrets any inconvenience to ***************************, and we look forward to hearing back from them.
  
  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

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/7/23, I went to ******** to get a phone number moved from ******* causing me to purchase a new iPhone from ********* 3 days later I was able to get my old phone to work and I have the number sent back to ******* and I took the new phone back to ********* I was giving a receipt that I didn't owe anything, Next month they deducted $46.87 from my credit card for service. The phone was never used, and I only had it for 3 days before returning it back to the store. Then I received a bill in the mail for $73.44 that I paid because I have A one credit and I didn't want to lose my standard. How in the world do I pay over $100 for a phone that I only had for 3 days. And what service was provided by this company. The number was sent back to *******, so no service was provided. I don't understand how a business is able to take advantage of consumers without anyone being held accountable. I been to the store for answer but get the run around like no one knows what the billing section is doing. I would like to have my credit card refund. How can they charge me for service for they didn't provide. Is this legal now?

  Business response

  10/13/2023

  October 13, 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 2, 2023, regarding the above-referenced account.   
  
  ******** regrets to hear of the concerns expressed by ******************* and appreciate the opportunity to respond. ******** records confirm ******************* activated their account on August 7, 2023, with one voice line ending in **** and subscribed to ********s Go5G 55 rate plan billed at $60.00 per month. They then qualified for and took advantage of ********s Equipment Installment Plan (EIP) with the purchase of an Apple iPhone 12 handset. They were not required to remit a down payment and agreed to 24 monthly installments of $13.12 each, after ********s Apple Activate P7 promotional credits are applied. 
  
  As of the time of ******************* purchase of a new handset for use on the mobile number ending in ****, ******** provided a 14-day return period which allowed ******************* to use the equipment to see if it meets their needs.  If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable equipment financing agreement entered at the time of the original purchase.  
  
  ******************* also subscribed to the optional **************** AutoPay is a free service that automatically deducts payments from a customers credit card or checking account to pay their ******** bill. Customers on eligible rate plans may also receive a monthly bill credit for using AutoPay. Please note, cancelling an account does not automatically cancel AutoPay and this must be cancelled separately upon request. 
  
  ******************* 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.  As such, ******************* account produced the first billing statement dated August 8, 2023, reflecting a total balance due in the amount of $73.12 which was due by August 28, 2023. This balance consisted of $73.12 in monthly service, and equipment charges. 
  
  ******** has reviewed the account and confirmed the mobile number ending in **** was transferred to another service provider on August 9, 2023, effectively canceling the account.  The arrangement to transfer the line of service was made directly with ******************* new wireless service provider and not with ******** whose only involvement in this transaction was to cancel the line of service after ******************* new wireless service provider took control of it.  ******************* then partnered with a local ******** store to return their Apple iPhone12 handset.
  
  On August 9, 2023, an automatic credit of $26.25 was applied to ********************* account, updating the account to a balance of *****. As ******************* account remained subscribed to AutoPay, on August 26, 2023, an automatic payment of $***** was remitted, updating the account to a zero balance. As ********************* authorized AutoPay, it is ********s position that the payment debited on August 26, 2023, was authorized.  The same day, ******************* then contacted ************** During the call a credit of $***** was applied, updating the account to a credit balance of $*****. Regretfully, on September 2, 2023, the previous payment of $***** was returned by ********************* bank. In addition, a $15.00 returned payment fee was applied, updating the account to a $15.00 balance. 
  
  The billing statement dated September 8, 2023, reflected a total balance due in the amount of $73.44 which was due by September 28, 2023. This balance consisted of $15.00 unpaid balance, along with $58.44 for previously canceled service. 
  
  On September 19, 2023, ******************* remitted a payment of $73.44, updating the account to a zero balance.  On September 20, 2023, ******************* remitted a payment of $*****. In addition, a credit of $15.00 was applied for the above mentioned returned payment fee, updating the account to a credit balance of $61.87. 
  
  As such, on October 6, 2023, ******** contacted ******************* regarding their concerns. During the call, ******** agreed to issue ******************* a prepaid refund card in the amount of $120.31. ******************* should allow up to ten (10) business days for delivery of their refund. ******** 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

  10/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When sprint purchase ******** I decided to sign up for home internet. When doing so one of their employees fraudulently altered my phone account to reflect a hire bill. I also had a $600 credit to my account taken away when the purchase happened despite being promised there would be no issues. I recently found out theyd been over billing me and had not applied the credit I was owed. When I complained they admitted fault but failed to adjust the account. I switched providers and asked for them to return my property at which point I would return theres. Their representative ********************* agreed to waive a policy in regards to returning phones and getting your old one back. After not receiving my property I received a collections call and was informed ******** had not only failed to adjust my account to reflect their overcharges, they also tried adding late fees and equipment fees for unreturned product. As previously agreed on I was to wait until I received my property back first. After several back and forth switch their complaint team they keep flip flopping on what they say has happened/ will happen/ needs to happen, and out insisting I pay money to them despite them owing me money! All Im asking is for this harassment to stop, to get the $600 credit I was promised in a check, to get my old phone back, and to then give them their property back and be done with this matter for good.

  Business response

  10/05/2023

  October 5, 2023
  
  FILED ELECTRONICALLY
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
              Re:     ********************************
                          ******** Account Holder:*************************
                          Your File No. 20686297
                          ******** Account No. *********
  
  To Whom It May Concern:
   ******** ********* (********) is in receipt of your correspondence dated October 2, 2023, regarding the above-referenced account.  The account holder of record is ************************* and ******** has confirmed that ************************* and ******************************** are one and the same.
  
  ******** regrets any concerns ************************* may have experienced regarding their account billing.  ******** records confirm, ************************* subscribed to Sprint Wireless service on the ******** Unlimited Freedom rate plan on a single voice line ending **** for $73.00 per month.  As ************************* was enrolled in AutoPay,the account received a $5.00 monthly bill reduction.
  
  On July 6, 2022,*********************** updated their voice line to the Magenta *** rate plan for $90.00 per month and activated a High-Speed Internet (***) line subscribed to the ******** Home Internet rate plan for $55.00 per month.  At the time of activation, ************************* was provided a ***** 5G internet gateway. The internet gateway is provided at no cost to our customers; however,the device remains ******** property and must be returned when service is cancelled to avoid a non-return fee.
  
  Between July 25,2022, and March 25, 2023, ************************* remitted payments of $135.00 monthly through AutoPay.  On March 12, 2023,************************* took advantage of our Equipment Installment Plan (***) by purchasing an Apple iPhone 14 Pro handset valued at $1,099.99.  While no down payment was required, ************************* remitted a payment for the sales tax on the full retail value of the handset and agreed to 24 monthly installments of $45.84.  At the time of purchase, ************************* agreed to trade in an Apple iPhone 8 64GB handset with a Fair Market Value (FMV) of $30.00.  The purchase qualified for the 2023 Apple Trade P1 promotion wherein the account received a one-time FMV credit of $30.00 on April 6, 2023, and 24 Recurring Device Credits (RDC) of $7.09 for a total of $200.00 as long as it qualified.  ************************* also purchased an Otterbox Case,InvisibleShield screen protector, and Apple MagSafe Charger on *** by remitting a payment for the sales tax and agreeing to 12 monthly installments of $13.76.  At the time of the order, ************************* enrolled in the optional Device Protection Tier 5 feature for $14.00.
  
  If a customer has an open *** and the account is canceled,any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the *** agreement provided at the time of purchase.  Additionally, the trade-in of a device is a final transaction. Pursuant to the agreement signed at the time of the trade-in, ************************* agreed to terms which included statements such as You are giving up full ownership rights to the Handset, the sale of Your Handset is final,non-refundable and non-returnable (unless otherwise required by law), and finally,By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the ******** Device Recovery Program Terms and Conditions.
  
  Please be advised the above information applies even when cancellation of service is requested and processed within the purchased handsets return period.  ******** does not retain traded-in handsets; they are sent daily to *******************, the third-party company that facilitates our trade-in program.
  
  The account billing statement dated June 6, 2023, reflected a balance of $201.51.  The balance included the rate plan for service from June 7, 2023, through July 6, 2023,***, and applicable tax and fees.  On June 9, 2023, ************************* called in to ************* to discuss the account billing.  At that time, Care advised ************************* that lower-priced rate plans were available; however, ************************* declined to update their rate plan. On June 11, 2023, ******** received notification from *************************** financial institution that $18.80 of the $135.00 payment remitted on May 25, 2023, was returned unpaid.  As such, the amount was added to the account with a $25.00 returned payment fee updating the account balance to $245.31. 
  
  On June 13, 2023, ************************* emailed ******** Senior Leadership stating their account previously reflected a $600.00 upgrade credit which had been removed.  On June 14,2023, our office spoke with ************************* regarding their concern as well as the increase to their monthly bill.  While ******** was unable to substantiate *************************** claim regarding the $600.00 credit, ******** offered to apply a 20% discount to the account rate plan as well as a one-time bill credit of $600.00 to the account.  Regrettably, ************************* declined the offer and requested the *** line be cancelled. As such, the *** line was scheduled to cancel on July 6, 2023, the final day of the bill cycle.  In response, ******** offered for ************************* to return the Apple iPhone 14 Pro handset and accessories for closure of the remaining ****.  ************************* requested their Apple iPhone 8 trade in device be returned; however, ******** confirmed the device is not available for return. 
  
  On June 16, 2023, ******** received notification from *************************** financial institution that $67.00 from the $135.00 payment remitted on February 25, 2023, $67.00 from the $135.00 payment remitted on March 25, 2023, and $114.71 from the $135.00 payment remitted on April 25, 2023,were returned unpaid.  As such, the amounts were added to the account with three $25.00 returned payment fees to update the account balance to $569.02. On June 19, 2023, ************************* transferred service on the voice line ending **** to another carrier.  On July 2, 2023, ******** received notification that the $67.00 payment reversal from the March 24, 2023, payment was returned paid, so the amount was removed from the account with the $25.00 returned payment fee to update the account balance to $477.02.  On July 6, 2023, the *** line cancelled as scheduled cancelling the ******** account.  As the account was cancelled, the 2023 Apple Trade P1 promotion was unenrolled and the remaining RDC forfeit.
  
  The account billing statement dated July 6, 2023, reflected a balance of $544.78.  The balance included the past due balance of $477.02 due immediately and new charges totaling $67.76.  The new charges included a $12.00 credit for prorated service, ***, a $19.99 late payment fee, and applicable tax and fees.  On July 8, 2023, ******** received notification that the $114.71 payment reversal from the April 25, 2023, payment and the $67.00 payment reversal for the February 24, 2023, payment were returned paid, so the amounts and two $25.00 returned payment fees were removed updating the account balance to $313.07.  On August 5, 2023, ******** received notification the $67.00 payment reversal from the March 25, 2023 payment was returned unpaid.  On August 6, 2023, the $114.71 payment reversal from the April 25, 2023 payment was returned unpaid.  On August 7, 2023, the $67.00 payment reversal from the February 25, 2023 payment was returned unpaid.  As such, the amounts were reapplied with three $25.00 returned payment fees to update the account balance to $636.78.
  
  As the account was cancelled with active ***, the remaining balances were accelerated and added to the August 6, 2023, billing statement.  The account billing statement dated August 6,2023, reflected a balance of $1,670.55. The balance included the past due balance of $636.78 and new charges totaling $1,033.77.  The new charges included the accelerated *** of $916.63 for the Apple iPhone 14 Pro, $26.63 for the MagSafe Charger, $39.99 for the InvisibleShield Screen protector, and $43.31 for the Otterbox case, a $7.09 late fee, and applicable tax and fees.  On August 20, 2023, ******** systems recognized the *** Gateway had not been returned as agreed so a $370.00 non-return fee was applied with $29.89 in taxes.
  
  The account billing statement dated September 6, 2023,reflected a balance of $2,086.13.  The balance included the past due balance of $1,670.55, the $370.00 non-return fee,$29.89 in tax, and a $15.69 late fee.  On September 12, 2023, the account was referred to an outside collection agency and a $236.87 collection fee was applied to update the account balance to $2,323.00.
  
  Between September 22, 2023, and October 2, 2023, our office spoke with ************************* confirming that it is ********s position that the account balance is accurate, and the balance is owed; however, on September 29, 2023, ************************* accepted a one-time bill credit of $600.00 to update the account balance to $1,723.00.  On September 30, 2023, a credit of $150.00 for a portion of the collection fee was applied to update the account balance to $1,573.00.
  
  Seeking an amicable resolution, ******** has offered to remove the $370.00 non-return fee and accelerated *** charges totaling $1,026.56 should ************************* return the *** Gateway, Apple iPhone 14 Pro handset, and accessories to the address below in working order with no physical or liquid damage.  Should the devices not be post-marked by Saturday,October 14, 2023, ******** will respectfully withdraw our offer of resolution.  ************************* may return the equipment to:
  
  ******** Executive Response
  Attn: *******************
  ***********************************************************************
  
  Alternatively, the account currently resides with he outside collection agency, ****************************** (DAS).  ************************* may contact DAS to arrange for payment.  ******** 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
  

  Customer response

  10/05/2023

   
  Complaint: 20686297
  
  I am rejecting this response because:
  

  At seveal times I have stated I never entered a contract with ******** for phone services. Upon reviewing the letter you sent to the BBB you claim I entered a service agreement on July 6th 2022. I had spoken to ******************* from ******** about the matter today as I had never entered into a contract with ********. He was very dismissive of my claims but after he was asked to look for my service agreement he admitted that they did not have one. He then tried to explain that it is my responsibility to dispute any charges within 60 days with them or they will become valid. I asked where this was disclosed to me or agreed to and again he stated it never was, it was a ******** position that if I add a new service or do anything else they can alter the agreed rates at a whim. I declined that this was acceptable and asked for a signed agreement or contract again. He then dismissed me and hung up the phone when I asked for a legal team member.

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

  Business response

  10/16/2023

  October 16, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****, ** *****
  
              Re:     ********************************
                          ******** Account Holder:*************************
                          Your File No. 20686297
                          ******** Account No. *********
  
  To Whom It May Concern:
  
  ******** USA, Inc.(********) is in receipt of your correspondence dated October 5, 2023,regarding the above-referenced account.  
  
  ******** regrets any continuing concerns ******************************** may have regarding their account billing.  As discussed in our response dated October 5, 2023, from July 5, 2015, ************************* subscribed to Sprint Wireless service.  Sprint and ******** merged in April 2020 to combine our resources for a better experience for customers.  On July 6, 2022, *************************** account was migrated from the Sprint billing systems to ******** through the Magenta Complete process.  At that time, *********************** updated their voice line to the Magenta *** rate plan for $90.00 per month and activated a High-Speed Internet (HSI) line subscribed to the ******** Home Internet rate plan for $55.00 per month.  At the time of activation, ************************* was provided a ***** 5G internet gateway. The internet gateway is provided at no cost to our customers; however,the device remains ******** property and must be returned when service is cancelled to avoid a non-return fee.
  
  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 Magenta *** rate plan was added to the account on July ******; however, the first notice that ******** received regarding a dispute of this feature and associated charges was on June 9, 2023.  As this is beyond the dispute period, it is ********s position that ************************* remains responsible for all charges billed to the account. 
  
  A review of *************************** account confirms voice usage, messaging, and data service until June 19, 2023, when ************************* transferred service on their voice line to another carrier.  As such, it is ********s position that the account was billed accurately based on the services subscribed.
  
  On October 5,2023, our office spoke with ************************* and advised them of the above information.  Unfortunately, during the call, ************************* repeatedly used unprofessional and disparaging language that ******** deems contradictory to our position on diversity, inclusivity,and equality. Regrettably, despite being asked to keep the conversation professional,************************* continued to use disparaging language.  As such, ******** was unable to move forward with discussing their concerns and the call was ended.  Based on the above, it remains ********s position that the account billing is accurate, and we respectfully decline any request for further compensation regarding this matter.  The account currently resides with the outside collection agency, ****************************** (DAS). ************************* may contact DAS at ************ to arrange for payment.
  
  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

  10/16/2023

   
  Complaint: 20686297
  
  I am rejecting this response because:
  

  tou are poring and making false statements that I enterrs a contract with ********* *** asked several times to see a contract that I agreed to pay more money for the same service I was already receiving. At no point did I agree to migrate to a new billing system nor did I agree to a new contract with you. It has come to my attention from conversations with ******** that you fraudulently entered a contract on my behalf after terminating my sprint agreement. This knowledge was never presented to me and at no point did I agree to or accept any terms of a new contract.

   

  You fraudulently created a new account using my information and hoped I wouldnt notice. I did notice and you are now trying to gaslight me and blame me for unprofessional behavior, however if you listen to the phone conversation between myself and your representatives that at no point did I cross any lines and it is clear that nobody from your team actually wants to resolve this matter. You are trying to bully someone that you are trying to defraud and I wont stand for it.

   

  if I owe you money show me the contract I signed 

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

  Business response

  10/25/2023

  October 25, 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 16, 2023, regarding the above-referenced account.   
  
  ******** regrets any continuing concerns ******************************** may have regarding their account billing.  As discussed in our response dated October 5, 2023, and October 16, 2023, on July 5, 2015, ************************* activated service with Sprint Wireless service.  Sprint and ******** merged in April 2020 to combine our resources for a better experience for customers.  On July 6, 2022, *************************** account was migrated from the Sprint billing systems to ******** through the Magenta Complete process.  At that time, ************************* updated the rate plan for their voice line to the Magenta *** rate plan for $90.00 per month and also activated a High-Speed Internet (HSI) line which subscribed to the ******** Home Internet rate plan for $55.00 per month.  At the time of activation, ************************* was provided with a ***** 5G internet gateway.  It should be noted, the ***** 5G internet gateway is provided at no cost to our customers; however, the device remains ******** property and must be returned when service is cancelled to avoid a non-return fee. 
  
  Within ********s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of ******** providing notice of the billed charges.  Please note, the first notice that ******** received from ************************* regarding a dispute of this feature and associated charges was on June 9, 2023.  As this is beyond the dispute period, it is ********s position remains the same in which ************************* remains responsible for all charges billed to the account.  
  
  A review of *************************** account confirms voice usage, messaging, and data service until June 19, 2023, when ************************* transferred service on their voice line to another carrier.  
  
  On October 5, 2023, our office spoke with ************************* and advised them of the above information.  Unfortunately, during the call, ************************* repeatedly used unprofessional and disparaging language that ******** deems contradictory to our position on diversity, inclusivity, and equality.  Regrettably, despite being asked to keep the conversation professional, ************************* continued to use disparaging language and as such, ******** was unable to move forward with discussing their concerns and the call was ended.  Based on the above, it remains ********s position that the account billing is accurate.  The account currently resides with the outside collection agency, ****************************** (DAS).  ************************* may contact DAS at ************ to arrange for payment.  ******** 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

  10/26/2023

   
  Complaint: 20686297
  
  I am rejecting this response because:

   

  as I have stated numerous times I never entered an agreement with ******** for phone services or asked for my plan to be upgraded. This was never disclosed to me, my intention was to only sign up for home internet and the ******** rep said he would need to migrate my account first. At no point was paying more or upgrading my plan discussed, brought to my attention, or agreed to. I have asked numerous times to see this contract or agreement which they have failed to provide. It is my position that because TMobile enterres this agreement fraudulently I should not be responsible for any charges. Originally I was only complaining about the overcharges compared to what I had agreed to pay with sprint, since I have now been notified several times in writing and in verbal communication that they ended my agreement with Sprint to fraudulently enter a new agreement, that I should not be held responsible for any of these made up charges. 
  

  i dont care if you have a 60 day policy to dispute things, this is fraud and there is not a legal window to dispute fraud. Your terms and conditions do not override laws. You have committed identity theft and fraud, I brought this up to you multiple times with no care or concern from your team.

   

  when met with lack of care or concern from ******************* who repeatedly refused to help or provide information. Yes I used unprofessional language to someone who was acting unprofessionally. It does not give you the right to steal my identity and defraud me.

  I have already notified TMobile if they continue to harass me, to decline refunding my money, and dropping this frivolous attempt to extort me that, that I have no problem going the legal route for them to prove everything theyve said, which they cant.

   

  i have notified both the IL and ** attorney general for fraud and improper collections practices, if I need to get a lawyer involved please let me know as I do not have the time or energy to keep repeating myself to these clowns at ********.

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

• Initial Complaint

  10/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/28/2023 I signed up for ******** internet and paid the $35 activation fee. On 08/29 I paid my subsequent $50 bill, no taxes or fees on it. On 09/19 I paid $67.42 and was told the extra was because I added two phone lines and my watch line and it was a pro-rated amount for the remainder of the month for the phones as well as the now discounted $40 internet for having added the two phone lines. Today on 09/30 now that I have finally been able to gain access to my online account I reviewed the bill for $67.42 and saw that I was charged a late fee, a fee for paying over the phone (which I was assured I would not be charged by the customer service rep), and $.42 in taxes all of a sudden that I wasnt charged on my first bill, (which I was told the price would not be raised on). I argued enough that the customer service rep said she credited me $17 back, which is still not reflected on my account like she said it would be. I was also informed that going forward my bill will be $177 and change a month, when I signed up in store I was told that I would pay $40 for internet, $50 for each line, $5 for my watch line, and payments on the new phones we purchased. We were also informed that if we made a substantial down payment upfront that our monthly payments for the phones themselves would drop. In total our monthly cost was quoted to be around $140 by the store rep, after our initial down payment. That was supposed to be all-included, and there was no mention of extra taxes or fees. Now I have been informed that I will be charged almost $30 a month in taxes and fees as the plan I signed up for they are not included. I was quoted a monthly rate and I expect ******** to stand behind it. Your store reps ******** be quoting me one price and then the company charging me more. I have already gone into the store and called customer service several times to fix other errors on my account and I am tired of having argue for what I was promised. Its ********s turn to fix it.

  Business response

  10/12/2023

   
  October 12, 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 1, 2023, regarding the above-referenced account. 
  
  ******** regrets any concerns ***************************** has with their account and billing and we appreciate the opportunity to respond. ******** records reflect on July 27, 2023, ***************************** activated one Home Internet line of service and subscribed to our ******** 5G Home Internet, taxes included rate plan for $55.00 per month.  ***************************** remitted a payment of $35.00 for the Device Connection Charge (DCC).  At this time, ***************************** enrolled in AutoPay, a free service that automatically deducts monthly billing statement balances from a qualified payment method up to two days before the billing statement due date.  While maintaining a qualifying plan, as well as enrollment in AutoPay, up to eight lines of service associated with **************** account receive a discount of $5.00 off the base rate of their rate plan.
  
  Most postpaid ******** accounts are 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.  For instance, ***************************** billing cycle ran from the 28th of one month through the 27th of the next month.  In this case, notice of the monthly recurring service and feature charges is available on or around the 28th of the month, and those charges are then due on or around the 20th.  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 first billing statement dated July 27, 2023, reflected a balance of $50.00, for services from July 28, 2023, to August 27, 2023, due on August 20, 2023.  Regrettably, the AutoPay payment attempt of August 18, 2023, was rejected.  Then, this payment posted to the account on August 27, 2023.  Please note, a payment support fee is assessed to an account, when a customer required payment processing assistance such as having ************* process the payment for them or process payment in store by attendant instead of using self-service payment options such as the automated system, via their on-line ******** account, setting up AutoPay, or using the My ******** app on their handset/tablet.
  ******** records confirm the billing statement dated August 27, 2023, reflected a balance of $67.42, for service charges from August 27, 2023, to September 27, 2023, a late fee in the amount of $7.00 for the previous billing statement and a $10.00 payment support fee, and this balance was due on September 20, 2023.  Please note pursuant to ********s Terms and Conditions, late fees, subject to the maximum allowed by state law, may be charged if payment is not received by the due date specified on the billing notification.  In addition, by accepting overdue payments, ******** is not foregoing the right to collect all amounts due.  As such, it is ********s position that the late fee assessed to **************** account is valid. 
  
  Additionally, on September 8, 2023, ***************************** activated two voice lines on our ******** Essentials rate plan for $100.00 per month plus applicable taxes and fees, prior to any AutoPay discounts, and one DIGITS Apple Watch 500MB wearable line for $10.00 per month plus applicable taxes and fees.  Please note that all rate plans on an account must be on the same tax treatment.  Thus, on that same date, the Home Internet line was changed to our ******** 5G Home Internet taxes excluded rate plan for $55.00 per month plus tax, prior to the AutoPay discount.  
  
  
  Additionally, on September 8, 2023, ***************************** qualified for and took advantage of our Equipment Installment Plan (EIP) financing with the purchase of an Apple iPhone 13 Midnight - 128GB handset. ***************************** remitted a down payment of $318.78 and agreed to 24 monthly installments of $17.14. On September 10, 2023, ***************************** purchased an additional Apple iPhone 13 Green - 128GB handset on EIP, they were not required to remit a down payment and agreed to 24 monthly installments of $30.42.  At the time of this purchase, ******** offered our Apple Activate ******** promotion which provided up to $700.00 off via Recurring Device Credits (RDC) when customers purchased two qualifying Apple iPhone handsets on EIP and activated a new voice line on an eligible rate plan.  As **************** purchase met the eligibility requirements they were enrolled in the offer and as such the Apple iPhone 13 Green - 128GB was set to receive monthly RDCs of $29.17. 
  
  On October 4, 2023, out office spoke with ***************************** and discussed the information above.
  At the time, ***************************** advised that when the additional lines of service were activated, they were quoted a price of $177.00 per month.  Please note, to amicably resolve their billing concerns, ******** closed and credited out the existing **** associated with both Apple iPhone 13 handsets, totaling $1,459.88.  ******** also credited $21.05 to the account, updating the account balance to $224.11.  ***************************** accepted the offer of resolution and ******** provided the estimated monthly recurring charges being between $152.00 and $155.00.  ******** regrets any inconvenience ***************************** may have experienced and appreciates 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

  10/17/2023

  I just wanted to make sure that it was written somewhere that when I added the two phone lines I was quoted that my monthly bill would be around $140, it wasnt until I called customer service to inquire about our bill later that I was told it was actually going to be $177. I did not initially signup under the presumption that it would be $177. Also if my auto payment did not clear I would have appreciated being notified rather than having a late fee tacked onto my next bill. I only found out it didnt clear because my service was shut off and I called in to see what was wrong. At the time customer service also assured me that they would not be charging a fee due to it simply being a mixup with the autopay. As for the credit of $21.05 I inquired about it to customer service because it was issued as a courtesy credit on my first bill but it never actually posted to my account. I was told it was used to cover the re-activation fee to turn my internet back on after my late payment. It was not given as part of this resolution but rather simply it was given back because it never should have been taken away in the first place. When I spoke with HQ regarding resolution he also never mentioned the late fee having to do with my first bill, he said it was a mix up with my second bill. I just want what ** being told on the phone and what theyre saying happened on here to match up, not just them trying to make themselves look better or more right. Also I was assured from now on my bill would be $152, a range of $152-$155 was never mentioned to me. It also still shows on my end that payment is required on our phones, so I went into the store and they told me Id have to pay for the phones this month and then theyd reimburse it next month once everything went through. So I will be waiting to see if that holds true. I tried calling HQ back at the number I was given to discuss this but my calls were never returned. 

• Initial Complaint

  09/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Many issues. 4 calls into today. Trying to file claim phone stolen. They are giving me issues like when I told them I was drugged and my phone was stolen I said it was either late the 25th or the 26th I am not sure because I was drugged. I then spent the next two days in the hospital. I am not going to lie just because ******* wants me to. This is for my business account ending in TAX ID **** for Jomies LLC. My name is *********************** I go by ***. My phone number is ********** I need a new phone. I need it rushed to me all my devices included work devices need me to activate it by dual authentication on my phone. You are shutting the factory down. NO one is helping me. Second, I have not got the second $500 credit promised to me in June. Nor did I get the $20 reactivation waived from June. Third all my employers, ADT, ****** and Wyndham all which I have worked for during this plan and have discounts have never been applied.

  Business response

  10/11/2023

  October 11, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *****************************************
  *****, ** *****
  
  Re:     ***********************
  ******** Account Holder:  Jomies LLC
  Your File No. ******** 
  ******** Account No. *********
   
  To Whom It May Concern:
   
  ******** ********* (********) is in receipt of your correspondence dated October 1, 2023, regarding the above-referenced account.  Please be advised the account holder of record is Jomies LLC, and *********************** is designated as an authorized user of the account.  ******** is pleased to inform you that upon speaking with ***********************, they confirmed their concern has been resolved to their satisfaction.
  
  ******** regrets any concerns *********************** has regarding the account, and we appreciate the opportunity to address this matter.  *********************** activated a business account with ********************** on February 1, 2020, with the voice line ending in ****.  On May 19, 2023, the account was migrated to ******** via Magenta Complete.  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 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.  The account migrated with the line ending in **** and it subscribed to the Business Unlimited ************************** rate plan for $65.00 per month.  The line also subscribed to the following features: 
  Protection 360 for $18.00 per month.
  Lookout Premium+ feature for $9.00 per month.
  Business Unlimited Premium feature for $20.00 per month.
  The line also continued enrollment with the following discounts: 
  Lookout discount in the amount of $9.00 per month.
  Bring/Buy Discount of $10.00 per month.
  Bring/Buy Discount of $10.00 per month.
  
  The services, features, discounts, and taxes and fees, mentioned above, where applicable, generate an estimated monthly billing statement of $89.71.  It is important to note that ******** offers a variety of discounts.  Among these, ******** offered corporate discounts to individuals who were active employees at large businesses that were included in our corporate agreement list.  This Discount Program is referred to as the ******** Advantage Program.  This was a retired program that allowed individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective.  Customers were required to recertify their employment on an annual basis to maintain their monthly discount.  As of April 1, 2014, the Advantage Program changed, and the current Advantage Program removed the monthly discount and offers new customers a $25.00 Reward Card for each new device or tablet that is purchased.  ******** presently offers the ******** Work Perks program which offers a service discount off eligible rate plan base rates.  Careful review of ****************** account confirms they are ineligible for either program. 
  
  ******** records confirm that ****************** payment that was due on April 22, 2023, was not received on time.  ******** provided *********************** with billing notifications providing the payment due date.  As payment was not received timely, ******** suspended the accounts ability to place outbound calls on June 18, 2023.   As stated in our policy, if we suspend a customers service and then later reinstate services, a restore from suspension fee may be assessed.  ****************** account was resumed from suspension on June 18, 2023, and as such a restore from suspension fee was assessed in the amount of $20.00 plus applicable taxes.  It is important to note that ****************** account was restored by a credit applied to the account in the amount of $500.00, and not by a payment remitted by ************************ 
  
  On June 18, 2023, *********************** contacted our ************* regarding the account suspension.  During this interaction, *********************** also presented concerns associated to a device promotion previously assured by Sprint.  ******** agreed to honor the device promotion in question by agreeing to apply a credit of $1,000.00, which would be applied in two parts.  The first part was applied on June 18, 2023, in the amount of $500.00 as mentioned above, which revised the accounts balance to a credit balance of ******, and thus, resumed the account from suspension.  ******** confirms the second part has not yet been applied and *********************** is owed $500.00.  ******** records are unable to substantiate ****************** claim regarding credit for the restore from suspend fee, and as such considers the fee to have been valid. 
  
  On October 2, 2023, *********************** initiated an insurance claim with Assurant.  Assurant is ********s device protection provider, and while the insurance is billed through ********, any concerns pertaining to insurance claims are handled by Assurant directly.  Customers may engage Assurant support directly toll free at ************** or by visiting ****************************; However, it is important to note that on October 4, 2023, ****************** insurance claim was approved, and a replacement device shipped the same day. 
  
  ******** acknowledges ****************** requests for compensation in the amount of $3,000.00 and a request for a free Apple iPhone 15.  However, ******** respectfully declines ****************** request. 
  
  On October 6, 2023, our office spoke to *********************** and apprised them of the above information.  To amicably resolve this matter, ******** applied the $500.00 credit previously agreed upon, and agreed to credit $20.00 for the restore from suspend fee.  A total credit in the amount of $520.00 was applied to the account which revised the balance from $66.35 to a credit balance of $453.65.  ******** 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

  09/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** currently has a plan that I want upgrade too. They have lied on several issues regarding the promos that they have. They charge the customers way too much money. They have be price gouging and forcing people to do things that are unfair to them.

  Business response

  10/11/2023

   
  
  October 11, 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 September 30, 2023, regarding the above-referenced account.   
  
  ******** regrets to hear of the concerns expressed by ******************************* and appreciate the opportunity to respond.  Please be assured ******** strives to provide world-class service to all our customers on each contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any ******** employee failed in any way to display that during ******************************* recent contact with our retail location and ************* teams.
  
  For a limited time for September 15, 2023, through October 5, 2023, ******** was offering our Apple Trade: $1,000 off with Trade on Go5G Plus/Next promotion. During which time ******** customers get up to $1,000 off the Apple iPhone 15 series, 14 series, or SE (3rd Gen) (via one-time trade-in credit and RDC) when you purchase it on Equipment Installment Plan, trade in a qualifying phone, and have or switch to Go5G Plus or Go5G Next rate plan. 
  
  Our goal is to offer products and services with the lowest overall cost and highest value to our customers.  In keeping with that goal, starting June 21, 2023, we changed our credit policies.  We will now evaluate internal credit on an ongoing basis.  The ongoing review process does not mean we re-run credit again.  Rather, this process focuses on your service and financing histories with ******** starting 6 months after activation and are based on internal ******** data only. Based on this review, a customer may be required to pay a down payment on a new device or a service deposit to activate additional eligible phone lines, or both.  Service deposits may be refundable if all conditions are met and may accrue interest in some states as required by law. Some customers may see an increase in the upfront cost to upgrade their device.  However, a higher down payment will result in lower monthly device payments.
  
  On September 30, 2023, ******************************* contacted customer care regarding upgrading to the Apple iPhone 15 Pro handset on the Apple Trade: $1,000 off with Trade on Go5G Plus/Next promotion.  ******************************* was advised the Apple iPhone 15 Pro handset has a retail cost of $999.99, with a $249.99 down payment.  The remaining balance of $750.00 is financed over 24 months at $31.25 per month.  ******************************* declined to proceed with the upgrade. 
  
  On October 3, 2023, ******** contacted ********************************  During the call ******** confirmed the above-mentioned pricing and apologized for any prior misinformation.  ******************************* advised she will contact my office when she is ready to upgrade her devices.  ******** 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

  09/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  TMobile merged with Sprint - the company I actually agreed to do business with - & suddenly is charging me a new $20.00 fee, claiming its a Sprint thing that theyre honoring by keeping it going. Its literally a fee to pay them for paying the leasing fee. I want every $20.00 they took from me refunded, and to not charge it again.

  Business response

  10/11/2023

  October 11,2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
              Re:      *******************
                          Your File No. 20679349
                          ******** Account No. *********
  
  To Whom It May Concern:
  
  ******** USA, Inc.(********) is in receipt of your correspondence dated September 30, 2023,regarding the above-referenced account.  
  
  ******** regrets any concerns this matter may have caused ******************* and we appreciate the opportunity to respond.  Records reflect that on April 15, 2019, ******************* leased an Apple iPhone 8 handset under the Sprint Flex lease program and agreed to 18 monthly installments of $20.84 plus applicable taxes. 
  
  It is important to note that pursuant to the Sprint Flex lease program agreement, customers were responsible for and agreed to at the time of lease signing, a total of 18-lease payments. At the end of the lease, customers had the option to return the handset undamaged and in good working condition. If the handset was not returned at the time the lease ended, customers had the option to purchase the handset via Purchase Price Option wherein, the total remaining balance for the Purchase Price Option of the handset was billed in six monthly installments.  If customers did not elect one of the aforementioned options, the lease was extended on a month-to-month basis. Please note, prior to the end of the lease agreement, customers were sent notifications through text message and email that explained their options.  
  
  Records indicate that we did not receive a response from ******************* regarding their end of lease options after the Apple iPhone 8 lease ended.  As a result, the Apple iPhone 8 lease was extended on a month-to-month basis. 
  
  On October 4, 2023, in an effort to amicably resolve this matter, our office issued a bill credit in the amount of $140.00, for the previous seven months the account was assessed the monthly lease charges, updating the account balance to $13.84.  ******************* agreed to this 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

• Initial Complaint

  09/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I added line of service from ******** store in NOV 2023. I cancelled that line in FEB 2023. I was still getting charged for that line . I called at least 5 to 7 times in month of March,APR and June 2023 to remove the line and do the billing adjustment. Agent promised me to fix the issue. Till Sep 30th 2023 ******** is charging me 29 plus tax for line which does not belongs to my account. When i spoke to supervisor name RAD employee id *******, he said he can see i called so many times for this issue but he can only give me credit for past 3 months. He was rude and adamant to just give me credit for 3 months only. I want some one to pull call recording from 9/30/2023 i called around 12;35 Pm EST and call last for almost 56 minutes. You can see what kind of customer service ******** is providing to customer. He finally **** up the line when i requested to talk to his manager. First he said he is supervisor so i asked do you have anyone above you? He refused and just said what ever they can do he did it for me. This is absolutely unacceptable.Account #********* Line cancelled ************** in FEB 2023 Monthly charge ***** .Only gave credit of 106

  Business response

  10/12/2023

   
  
  October 12, 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 September 30, 2023, regarding the above-referenced account.  Please be advised the account holder of record is ************************* and ******** has determined that ************************* and ***************** are one and the same. 
  
  ******** regrets any concerns ***************** has regarding their account and we appreciate the opportunity to respond.  Please be advised 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.
  
  ***************** is subscribed to the *************** Shr 2+ ****** with the lines ending in ****, ****, ****, ****, ****, and ****, an d****.  The first two lines are billed at $129.99, and each additional line is $19.99.  ***************** also qualified for the Legacy Employee Discount and is receiving a monthly a monthly credit of $29.00. 
  
  In ******************* complaint to your office, he states that he requested the line ending in **** to be cancelled in November of 2022.   Please note that ******** is unable to find records of this request.   On September 3, 2023, ******** records reflect that the line ending in **** was cancelled.  On October 3, 2023, ******** contacted ***************** and in a gesture of good ***** ******** applied a credit of $174.00, leaving the account 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
  
  

  Customer response

  10/19/2023

  I can not believe ******** is giving false information. Agent called me after my Complaint to BBB. Agent acknowledged that i did called to cancel the line back in FEB 2023. That is the reason they gave me credit for entire time. This is Reallt BAD on ******** part. They want to give me credit but want to say they did not find any record of I calling to cancel the line. I got the refund so I am happy but I am totally unhappy with the level of service and kind of explanation ******** provided.

  Thank you

• Initial Complaint

  09/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 3rd after having ******** for one week and experiencing awful service of phones dropping calls, text messages not being received and not being able to call on our brand new phones, we decided to cancel our service and go back to ******** We were told that we owed ***** to return phones but were able to return them for *****. We closed out the acct and we were told we were done. On June 20th Tmobile took out ****** from our bank acct. After going in 6-8 times to discuss the matter with Tmobile and wanting the money refunded to us. Each time it was said it will be returned in 5-7 days. Never happened!!! Then we were told to go to corporate office on k96 and Rock in ******* **. We talked with ****** explained situation, he talked to boss ****. They decided a ticket had to be placed ****** said "would know something by Friday". Went back later after ****** talked with bank and made a copy of bank statement showing money withdrawn by Tmobile and they said they never got it. ****** wanted bank to dispute it ,the bank said it had been too long. The bank said ****** with Tmobile should refund money. This has been going on for 4 months with multiple phone calls and trips to Tmobile stores with no resolution. All we want is our refund of ******

  Business response

  10/12/2023

  October 12, 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 September 30, 2023, regarding the above-referenced account.  Please be advised the account holder of record is ************************* and that ******************* and ************************* are one and the same.
  
  ******** regrets any concerns ******************* may have experienced with the monthly charges, and we appreciate the opportunity to address this matter.  Our records reflect ******************* activated the account on May 29, 2023, with four voice lines of service ending in 2010, 1037, 2838, and ****, subscribed to our Go5G Plus rate plan billed at $160.00 per month including taxes and fees for the first two lines of service and $40.00 per month for each additional voice line.  The voice line ending in 2010 qualified for our 2023 Line On Us P7 promotion where in new customers activating at least three voice lines on select rate plans would receive their third voice line free via monthly bill credits up to $50.00.  All four lines were subscribed to our optional device protection plan, Protection 360, by Assurant billed at $18.00 per month per line plus taxes and fees.  
  
  Please note, upon activation, ******************* account was enrolled into AutoPay.  AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.  Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay and while enrolled, the account is eligible to receive a $5.00 monthly discount per line, reducing the base rate of the plan to $257.00 plus applicable taxes.  Please note, starting May 2023, customers must utilize a debit card or bank account (ACH) as their AutoPay payment method to qualify for the AutoPay discount.
  
  Our records confirm that on May 29, 2023, ******************* qualified for our Equipment Installment Plan (***) with the purchase of two ******* Galaxy S23 5G handsets at a local ******** retail store location.  ******************* was not required to remit a down payment; however, they agreed to 24 monthly installments of $33.34 for each handset.  Please note, if a customer has an open ***, and the account is cancelled, any promotional offers are removed, and any remaining open *** balance on the cancelled account is accelerated and becomes due with the final billing statement.  This information is disclosed within the *** agreement provided at the time of purchase.  Additionally, ******** provides a 14-day return period to all customers who purchase their equipment at a retail location, allowing them to use the service and equipment to see if it meets their needs.  If customers find the service or equipment is not acceptable, customers can cancel service and return the equipment for a refund less any restocking fee, within the return period and only be responsible for the service charges, fees and taxes incurred through the date of cancellation.
  
  Please note, ******************* billing cycle ran from the 30th of one month to the 29th of the following month.  The billing statement dated May 30, 2023, reflected a total balance due of $262.40, which consisted of $185.90 for monthly service charges from May 30, 2023, through June 29, 2023, $77.40 for equipment charges, and $0.90 rate plan credit, due on or before June 21, 2023.  
  
  On June 3, 2023, the handsets were returned to ********, the *** was closed, and ******************* was absolved of the remaining *** balance.  Our system issued a credit to the account balance between May 29, 2023, and June 3, 2023, in the amount of $66.68, which updated the account balance to ******.
  
  ******** records confirm ******************* canceled their account on June 4, 2023, when they ported their mobile numbers to another service provider.  Pursuant to ******** policy, customers are responsible for all charges through the end of their service term.  Accordingly, ******************* was billed through June 29, 2023.  On June 19, 2023, ******** processed the AutoPay payment of $195.72, updating the balance to zero.
  
  The billing statement dated June 30, 2023, reflected a total balance due of $81.01, due on or before July 21, 2023.  The new balance consisted of monthly service charges, equipment charges, as well as applicable taxes and fees.
  
  Between July 1, 2023, and July 3, 2023, our system applied an automatic system credit to the account in the amount of $77.40,  which updated the account balance to $3.61.  This credit applied to the account due to unused charged services.  A payment of $3.61 was remitted to the account on July 19, 2023, which resulted in a zero balance.
  
  On July 24, 2023, ******************* financial institution returned the payment remitted on July 19, 2023, in the amount of $3.61 to ******** as unpaid and as such, was charged back to the account resulting in a balance of $3.61.  Pursuant to ******** policy, a returned payment fee of $30.00 was applied to the account on July 24, 2023, which updated the account balance to $33.61, due immediately.  
  
  The billing statement dated July 30, 2023, reflected a total balance due of $33.61 of which the full balance of $33.61 was considered past due.  On September 16, 2023, ******** applied a credit of $33.61 to the account which resulted in a zero balance.  
  
  As a courtesy to *******************, ******** issued a credit to the account in the amount of $195.72, on October 3, 2023, for the pro-rated charges incurred from the date of cancelation through the end of the billing cycle.  As a result of the credit, the balance reflected a credit balance of $195.72.
  
  On October 4, 2023, our office processed a refund in the amount of $195.72 to the bank account provided by ********************  Please note, it can take up to three business days for the refund to reflect in ******************* financial account. ******************* accepted this as a resolution to this matter and ******** 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

  09/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The manager ****** was so disrespectful along with his workers. There one particular guy there with dreads He jumped up in my face tell me not to report him and another worker who was there who had disrespected me both of them especially the one with the dreads he was utterly disgusting and disrespectful to me and ****** did nothing he instead laughed at me and was judging me and there was a blonde headed girl there she act like she was nice and helping me but she laughed at me behind my back and was joining in! I cry how these people treated me ****** acted as if was not a customer and as if he didnt care to what was saying! I have to report this to the Bbb

  Business response

  10/03/2023

  October 3, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ************************************* 200
  *****, ** *****
  
              Re:     *******************
                          Your File No. 20677068
  
  To Whom It May Concern:
  
  ******** USA, Inc.(********) is in receipt of your correspondence dated September 30, 2023,regarding the above-referenced file number. Please be advised we have made attempts to contact *******************, which have proven unsuccessful.  Therefore, we will make every effort to address *************** concerns within this correspondence.
  
  ******** regrets any concerns ******************* has regarding ********* and we appreciate the opportunity to address this matter.  Please be advised that ******** takes account security very seriously, therefore in order to protect our customer's privacy and personal information, ******** restricts how customers can obtain information or make changes to accounts.  Investigation of this issue has confirmed that ******************* is not an authorized user on the account which is associated with the mobile number they provided and as such, we will not be providing ******************* information regarding their correspondence to your office.  The account holder of record *** add ******************* to the account by contacting ******** Customer Care 24 hours a day at **************.  Additionally, the account holder or one of the authorized users on the account contact me at the number below to discuss this matter further. ******** 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. ↩