ComplaintsforMetro by T-Mobile

• Initial Complaint

  11/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 15 2021 Navy Federal credit union dispute the ******** autopay $77.06 that occurred on June 7 2021. Navy Federal credit union noted the dispute to my account on June 17 2021 and gave me credit of $77.06. On July 2 2021 Navy Federal credit union filed pre arbitrary with the ******** market. On July 7 2021 represented for ******** and Navy Federal credit union was captured. On July 14 2021 dispute was closed because ******** accepted arbitration. The amount of money i paid to ******** iPhone 11 device ******** pay off phone of $376.05 and phone accessories case for defender of $9.16 which came to total paid of $385.21 on May 24 2021 over the phone, prorated **** cycle starting on May 17 2021 of $42.59 was paid on May 28 2021 and the month of April **** of $77.06 paid on May 7 2021 because i ended service with ******** on May 24th 2021 over the phone and ******** stated that $42.59 prorated fee for month of May and $385.21 for payment of device was all the fees i needed to pay to terminate services with them and no other payments dued when talking to ******** representative over the phone. ******** ended service official with me on May 27th 2021. ******** committed to provide me today on November 28 2021 that my overdue payment of $77.06 for the cancelation of service with ******** had a declined transaction payment of $77.06 with Navy Federal credit union error note unpaid 98 bank card ending with **** and **** on July 7 and 12 2021 and late fees of $46.40 with a total of $124.00 i owe to ******** which they transfer to a collection company called Frontline assest strategy that i need to pay $124.00 to Frontline assest strategy. Another ******** supervisor reported that have a missing payment of $42.59 that was made to ******** on May 28 2021 and they will submit a dispute for missing payment and can also submit fraud with Navy Federal credit union. I only needed to pay prorated amount of $25.00 from end of **** cycle may 18 to 27 2021 and may **** of $77.06

  Business response

  12/08/2021

   
  December 8, 2021
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************************************
  
  Re:       Cara Fong 
  Your File No. ******** 
  ******** Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated November 28, 2021, regarding the above-referenced account.  
  
  ******** regrets hearing of Ms. ***** concerns with her account, and we appreciate the opportunity to respond.  Upon review, our records confirm the account was active with one line of service ending in **** and it was enrolled in AutoPay.  This is a free feature that automatically deducts the balance owed on the account approximately two to three days prior to the **** 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. In addition, customers subscribed to an eligible rate plan, like ************, are eligible to receive a $5.00 monthly discount per line of service, up to eight lines.   
  
  Records reflect ************ financed through our Equipment Installment Plan (EIP) an Apple iPhone 11 handset on July 19, 2020, at the cost of $699.99 plus tax for which taxes and a down payment of $55.24 were paid at the time of purchase and 24 monthly installments of $26.87 were accepted.  ************ also financed through our EIP an Otterbox Defender case on July 19, 2020, at the cost of $59.99 plus tax for which taxes and a down payment of $4.73 were paid at the time of purchase, and 24 monthly installments of $4.61 were accepted.
  
  Ms. ***** handset purchase mentioned above qualified for our 2020 Apple Switch Promo 5 promotion and accordingly, Ms. ***** account was set to receive 24 Recurring Device Credits (RDC) of $18.75 while maintaining promotion eligibility.  It is important to note, however, if the service is canceled, any promotional credits will cease. 
  
  ******** records confirm ************ canceled her account on May 27, 2021, when she ported her mobile number ending in **** to another service provider.  On this date, ************ made a $385.21 payment towards her ****, paying them in full, however, our records do not reflect a request to remove AutoPay.  Ms. ***** billing cycle ran from the 17th of one month to the 16th of the following month, and prior to the cancelation of service, ******** received payment on May 7, 2021, via AutoPay, in the amount of $77.06 which covered services from April 17, 2021, to May 16, 2021, and reflected on the April 18, 2021, billing statement.  
  
  A billing statement dated May 17, 2021, was produced in the amount of $77.06 due on June 9, 2021, which consisted of monthly service charges and EIP installments for the billing period from May 17, 2021, to June 17, 2021.  Pursuant to ******** policy, customers are responsible for all charges through the end of their service term.  Accordingly, ************ was billed through June 16, 2021.  On June 7, 2021, ******** received payment for the balance via AutoPay.  It is ********s position that the account was billed correctly. 
  
  The final billing statement dated June 17, 2021, was produced in the amount of $3.35 for final service charges and it was due on July 9, 2021.  Further review reflects on June 24, 2021, the $77.06 payment made on June 7, 2021, was returned as unpaid and the account balance was updated to $80.41.  Please note, AutoPay was removed from the account as a result of the returned payment on June 24, 2021.
  
  On June 26, 2021, ************ remitted a payment of $77.06, which updated the account balance to $3.35.  On July 4, 2021, ************ called into her Team of Experts (TEX) and a credit of $3.35 was placed on the account as a courtesy updating the balance to zero.  Regretfully, on July 12, 2021, Ms. ***** payment made on June 26, 2021, was returned to ******** as unpaid.  As such, the account was updated to reflect a past due balance of $77.06.
  
  A billing statement dated July 17, 2021, was sent in the amount of $102.06 due on August 9, 2021, which consisted of a past due balance of $77.06 and new charges of $25.00 for a returned payment fee.  ******** records reflect ************ contacted her TEX regarding a payment of $42.59 that she states she remitted on or around May 28, 2021, which, unfortunately, we were unable to locate.
     
  Due to continued non-payment, and as ********s internal collection efforts were unsuccessful, on September 25, 2021, the account was referred to third-party collection agency ************************** and a collection fee in the amount of $22.33 was assessed to the account updating the balance to $124.39.  It is ********s position that the balance is valid and owed.  
  
  On December 3, 2021, our office successfully contacted ************ and advised her of the above information.  We further explained that our records do not reflect a payment of $42.59 that was remitted toward her account.  To resolve this matter, ******** agreed to issue a credit of $47.33 as a courtesy to ************ which updated the balance to $77.06.  Please be advised although ******** does not report information directly to any of the credit bureaus, the third-party collection agencies to which accounts are assigned may do so.  The account may be reported to the credit bureau while a balance remains outstanding.  Should ************ have any concerns regarding credit reporting and/or payment options, she may contact ************************** directly at **************. 
  
  Per **************** request, ******** completed a payment history request which will provide her account payment history for her records.  We advised she should expect to receive the information via email within the next five to eighteen business days. ******** regrets any concern this may have caused ************.
  
  Based upon the above, we respectfully request that this matter 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

  12/17/2021

   
  Complaint: 16184713
  
  I am rejecting this response because: I paid Frontline assest strategy $80.85 on 12/03/2021 after i got off the phone with tmobile stating all i had to pay to Frontline was $77.06 and to let Frontline know and they will also let Frontline know. When i called Frontline assest strategy, they stated tmobile does not handle the account and tmobile cannot tell them the amount i need to pay off and i needed to pay $80.85 to get the account with them closed. So instead of fighting with them i just paid it off. I'm tired going back and forth with no correct information from tmobile.  
  
  Sincerely,
  
  *****************

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