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This company offers wireless voice, messaging and data services.
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This business is not BBB accredited.
Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that lowered the rating for T-Mobile USA Inc include:
- 24784 complaint(s) filed against business
Factors that raised the rating for T-Mobile USA Inc include:
- Length of time business has been operating
- Response to 24784 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||13517|
|Total Closed Complaints||24784|
Additional Complaint Information
BBB files indicate that this business has received complaints concerning product, service, contract, billing and sales practice issues.
Consumers claim once they return the phone and receive confirmation that the company received it, they are charged fees for damage to the phone, even though the phone was not previously damaged.
Consumers also allege T-Mobile does not honor their service agreements. Consumers claim T-Mobile will not assist in cancelling their contracts when the company is unable to provide service as promised, even after consumers provide proof they have relocated outside the company's service area.
Consumers further allege they experience multiple billing errors with T-Mobile. Consumers claim the company charges them a full month of service when they terminate their contract in the middle of a billing cycle. Consumers also claim T-Mobile double-charges them for monthly billing periods.
Consumers also allege T-Mobile's representatives promise certain plans and discounts; however, upon receiving their first bill, consumers realize they are being charged for a plan and price that was not agreed upon. Consumers claim when they call the company to fix the discrepancy, there is no way to verify what was promised, as notes in the company's system are contrary to what was agreed upon or are non-existent.
BBB encourages consumers to read all terms and conditions before purchasing products or services. BBB recommends consumers review in detail any contract before signing, and to get any verbal promises in writing.
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||28|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Type of Entity
Business ManagementMr. John Legere, President/CEO Ms. Angela Baca, Executive Response Analyst Ms. Tami Shwonek, Supervisor Paralegal
Cellular Telephone Service & Supplies Cell Phone & Tablet Equipment, Supplies & Repair Mobile Telephone Service
Alternate Business NamesGo Smart Mobile GoSmart T-Mobile
BBB generally reports 100% of all reportable complaints except for those businesses who maintain a large volume of complaints. BBB currently publishes 1% for T-Mobile USA Inc.
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview