How to File a Complaint Against T Mobile
11/24/2021
I got T-mobile home internet in Sept 2021 and since that time I have had my account suspended three times after my bill was paid in full They day it wasn't but I have proof from my bank on the only bill I received in Oct 2021 Now around the end of this month The new bill will be paid.
Tell us why here...
December 1, 2021
FILED ELECTRONICALLY
Better Business Bureau
12639 W Explorer Dr, Ste 200
Boise, ID 83713
Re: ******* *****
Your File No. ********
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. ("T-Mobile") is in receipt of your two c*****pondences dated November 24, 2021, regarding the above-referenced account. T-Mobile appreciates the opportunity to respond to Mr. *****' concern.
T-Mobile regrets any concern Mr. ***** has experienced regarding his billed monthly recurring charges and interruption of service. T-Mobile records confirm that on September 18, 2021, Mr. ***** applied for and activated the above referenced postpaid account with one T-Mobile Home Internet Line of service ending in **** subscribed to T-Mobile's $65.00 Home Internet rate plan. It is important to note that at the time of activation, Mr. ***** enrolled his account in AutoPay using a card ending in ****. Please note that T-Mobile's $65.00 Home Internet rate plan qualifies for a $5.00 AutoPay discount and a $10.00 Home Internet discount for a total monthly recurring cost of $50.00 with AutoPay.
Mr. *****' first billing statement dated September 19, 2021, reflected a balance due of $50.00 by October 9, 2021, via AutoPay and was for monthly recurring charges for service from September 19, 2021, through October 18, 2021, the home internet line ending in 9143.
It is important to note that on September 26, 2021, Mr. ***** added a second T-Mobile Home Internet Line of service ending in **** and was also subscribed to T-Mobile's $65.00 Home Internet rate plan with the same applicable discounts for a monthly recurring cost of $50.00 with AutoPay enrolled. As Mr. *****' monthly recurring charges for his billing cycle from September 19, 2021, through October 18, 2021, had already been billed out, any prorated monthly recurring charges would be assessed on Mr. *****' following billing statement dated October 19, 2021.
On October 9, 2021, Mr. *****' AutoPay payment of $50.00 was unsuccessful and payment was not received. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date and as stated in our Terms and Conditions, if we suspend a customer's service and then later reinstate it, a fee may be assessed. Therefore, when Mr. ***** attempted to remit a payment and reactivate his account, the account was assessed a $20.00 plus applicable tax restore from suspension fee per line of service.
Please be advised that on October 5, 2021, T-Mobile revised its $65.00 Home Internet rate plan pricing and changed its rate plan pricing to $55.00 a month prior to the AutoPay discount. On that same date, T-Mobile updated Mr. *****' subscribed to Home Internet rate plan to the new rate effective the start of his following billing cycle, October 19, 2021.
As Mr. *****' payment of $50.00 was unsuccessful on October 9, 2021, and the payment was not replaced, on October 17, 2021, Mr. *****' account was suspended due to nonpayment. T-Mobile records confirm that on October 17, 2021, Mr. ***** submitted an online electronic check payment in the amount of $98.24 which was for his $50.00 balance due and two restore from suspension fees totaling $48.24 ($24.12 each) and restored his service. The payment was credited to Mr. *****' account on October 18, 2021.
Mr. *****' second billing statement generated dated October 19, 2021, reflecting a balance due of $149.83 by November 9, 2021, via AutoPay. Please note that the charges consisted of:
• Prorated monthly recurring charges of $44.83 for the home internet line ending in **** for service from September 26, 2021, through October 18, 2021.
• $50.00 in monthly recuring charges for each of the home internet lines ending in **** and **** for service from October 19, 2021, through November 18, 2021.
• A $5.00 late fee.
On October 26, 2021, via MyT-Mobile.com, Mr. ***** remitted an online credit card payment in the amount of $149.83 for his current charges bringing his account current. It is important to note that on that same date, Mr. *****' online electronic check payment in the amount of $98.24 from October 17, 2021, was returned unpaid by his financial institution due to insufficient funds. The payment was reversed from Mr. *****' account and was immediately charged for the balance and was assessed a $15.00 returned payment fee leaving his account reflecting a total balance due of $113.24 that was due immediately. As Mr. *****' account was still enrolled in AutoPay, on November 9, 2021, the AutoPay payment for the account balance of $113.24 was attempted; however, that attempt was also unsuccessful and Mr. *****' account had now become past due.
As Mr. ***** failed to replace his returned payment and was now past due, on November 12, 2021, Mr. *****' account was now suspended due to nonpayment once again. T-Mobile records confirm that on November 12, 2021, via MyT-Mobile.com, Mr. ***** remitted an online electronic payment in the amount of $161.48 which included the balance of $113.24 plus an additional set of restore from suspension fees in the amount of $48.24, and the payment was credited to his account on November 13, 2021. Unfortunately, on November 17, 2021, Mr. *****' financial institution returned his payment of $161.48, and the amount was charged to Mr. *****' account and was immediately due. On November 17, 2021, Mr. *****' account was also restricted from submitting electronic check payments any further and Mr. ***** was notified that he can only remit payment via money order, cash, and credit or debit card only and his account was disenrolled from AutoPay. Mr. *****' account was also assessed a $15.00 returned payment fee as well.
Mr. *****' third billing statement generated dated November 19, 2021, reflecting a past due balance of $161.48 and current charges in the amount of $125.00 for a total balance due of $286.48. Please note that Mr. *****' current charges consisted of his $55.00 Home Internet rate per line and a $15.00 returned payment fee. As Mr. *****' account remained past due, on November 23, 2021, Mr. *****'s service was suspended once again due to nonpayment. On that same date Mr. ***** remitted a card payment in the amount of $161.48 which restored his services and left his account reflecting a balance due of $125.00 and had two pending restore from suspension fees totaling $48.24.
Our review determined the account was validly suspended for non-payment and not a result of T-Mobile error. Please be advised that on November 30, 2021, Mr. ***** was informed that his billing cycle starts on the 19th of one month and ends on the 18th of the following month and that his due date is the 11th of each month. If his account is enrolled in AutoPay once again in the future his AutoPay due date will be the ninth of every month.
To amicably resolve this matter, on November 30, 2021, T-Mobile agreed to issue a credit for the latest returned payment fee of $15.00, a $48.24 credit for the two restore from suspension fees incurred on November 12, 2021, and a credit of $48.24 for the two restore from suspension fees incurred on November 23, 2021, which left Mr. *****' account reflecting a balance due of $61.76 by December 11, 2021. T-Mobile regrets any inconvenience to Mr. *****.
Based upon the above, we respectfully request that this matter against T-Mobile 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.
Oscar T*****
Executive Response
Customer Response
12/01/2021
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,
******* *****
How to File a Complaint Against T Mobile
Source: https://www.bbb.org/us/wa/bellevue/profile/cell-phone-supplies/t-mobile-usa-inc-1296-27026359/complaints
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