Complaints

This profile includes complaints for Sprint Now Part of T-Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Sprint Now Part of T-Mobile has 3409 locations, listed below.

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• 

  Sprint Now Part of T-Mobile

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  Sprint PCS Center

  1585 Niagara Falls Blvd Buffalo, NY 14201

• 

  Sprint Now Part of T-Mobile

  4390 Clyde Park Ave SW Wyoming, MI 49509-4057

• 

  Sprint Now Part of T-Mobile

  1660 S Congress Ave STE 1 Boynton Beach, FL 33426-6585

• 

  Sprint Now Part of T-Mobile

  1668 W Hillsboro Blvd Deerfield Beach, FL 33442-1657

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  See the series of events for my account at ********** T-Mobile authorised dealer at *********************************************************, visited to set up a new service for 4 lines- 2 ported from **** prepaid and 2 new connections. ( 2nd week of May 2025)* New *** cards purchased on the same date, but the store representative was not able to provide a plan with deals for ported prepaid **** numbers.* The store representative used one of the *** cards in his phone to try to set up an online account for me and check if any online plans are available.* No desired plans were found. He removed the *** and refunded me for the purchase transaction of the *** cards and assured me that the *** cards would be discarded.* June 2025- got an email for a bill on the account, which I ignored, considering there is a glitch in the system and it would automatically update to zero balance in the future as the account is closed and no dues remaining.* July 2025 - Got a letter that the payment has been transferred to a collection agency.* 10 July 2025- Reached out to customer service and explained the whole situation, and they said they will look into the matter and talk to the authorised dealer where the transaction was made.* August 21, 2025- Got calls from a new collection agency stating a bill of approx 349$ needs to be paid, which is fraud as I don't have the service with T-Mobile and the account was closed in May 2025.* August 21, 2025 - Reached out to customer service, and they transferred the call to a billing manager. He logged in the complaint and told me that I will receive a call from the Fraud team at 3 PM the same day, and they would be able to give credit for the charges and completely close the account with no dues. The Case number for the same is ******** * August 22, 2025- called customer service again, no resolution. **** is still pending.September 6 and 9- visited the stores for help

  Business Response

  Date: 09/17/2025

  September 17, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23863263
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated September 9, 2025,regarding the account referenced in the above-mentioned file number.
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customersconcerns are pertaining to an account balance.
  
  After a thorough review,T-Mobile confirmed that the customer activated an account in early May of 2025,and returned the purchased SIM cards the same day.  However, the account was not cancelled.  The next day a billing statement was issued.  The account was billed by a system known as bill current.  This means charges for the rate plan were billed in advance of the service being provided and became due within that billing cycle.  In early June of 2025, a second billing statement was issued, and the account was suspended due to non-payment.  Furthermore,the account was cancelled in late June of 2025, due to non-payment.
  
  A third billing statement was issued with prorated credit in early July of 2025.  As T-Mobiles internal collection efforts were unsuccessful, the account was referred to an outside collection agency.  In late August of 2025, the customer contacted ************* disputing the balance, prompting an investigation.  It was concluded that the balance was not owed and a one-time credit was issued to the account, which resulted in a zero balance.  Additionally, T-Mobile removed the account from third-party collections and requested that the collection agency delete any negative information reported to the credit bureaus regarding this debt.  Please note it may take up to 90 days for the customers credit report to reflect the change.
  
  T-Mobile contacted the customer on September 11, 2025, and advised them of the above information.  Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
  
  ******************
  
  ****** ******
  Executive Response

  Customer Answer

  Date: 09/17/2025

   
  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. I am waiting for the collections agency to remove the debt. I was told by ******** (******) that I may take upto 90 days. 

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

• Initial Complaint

  Date:09/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Switched from **** to TMobile in June. At time was told that TMobile would pay balance of husband phone $249 to **** and we would get a statement. We also was told we were entitled to $200 each gift card promotion. Got statement from **** and it was never paid. Called ******** and they said the rebate was suppose to be used by us to pay **** for phone. First of all my husband phone was a payoff of 249 so how could his rebate pay the phone off. The store lied to us and said nothing about applying the rebate to the phone payoff. Secondly store ope d our acct as business acct. I asked why they said better promotions. After call Tmobile with not paying phone they advised me that I should have been personal acct for 65 yr old and it would be 30 cheaper? I called ******** so many times and they said they would resolve it but just played me along on phones and end result they are not paying off my husband phone. They have deceptive practices and store lied to us to get the business. They never mentioned any connect to rebates? How many other customers do they lie and deceive? I have spent hrs on phone with **** who say they will investigate and call me back. This is very frustrating and deceptive practices by this *** I regret leaving to go to ********.

  Business Response

  Date: 09/17/2025

  September 17, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23862315
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated September 9, 2025,regarding the account referenced in the above-mentioned file number.
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to their Keep and Switch submission as well as a port-in promotion.
  
  The Keep and Switch promotional offer allows customers to switch to T-Mobile by reimbursing customers for the device payment plans and service contracts, up to $800.00 per line, when they sign up on our best plans, complete a new voice line activation with eligible port-in, and activate their existing eligible device on T-Mobiles network.  Please be advised that customers are to submit for the promotion within 30 days of T-Mobile activation, online at *********************** with the necessary device financing details.
  
  After a thorough review of the account, T-Mobile confirmed our customer qualified for a new device promotion as well as a port rebate promotion; however, those promotions are not stackable with Keep and Switch. 
  
  On September *******, our office spoke with our customer and resolved this concern to their satisfaction.  Additionally, we provided our customer with our contact information should they have any additional questions regarding this matter. 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
  
  *****************
  
  **** *****
  Executive Response

  Customer Answer

  Date: 09/17/2025

   
  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,
  
  **** Lou ********

• Initial Complaint

  Date:09/07/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has sent an account to a collection agency that has been resolved. The only reason I'm not suing because the so called balance I'm being extorted for is less than service of citation. However if provoked I will do what I have to do. I had a wifi service with T-Mobile that terminated in the spring of 2023. They were constantly calling me from their collections department and it I had to file a BBB complaint then. It turned out they never told me to return their wifi tower also known as a gateway and reactivated my service and then deactivated my service while informing me they could see i never used the service after they reactivated. It was a horrible experience However I made for **** certain that summer I mailed them back the tower. I spoke with a woman who agreed the account had to be credited because I never asked for not used the restored service. Now there is a collection agency sending letters stating I owe 163 dollars and some change. I will have to report this error to my character and fitness for the BAR exam, and it isn't fair neither true. Please do what you can.

  Customer Answer

  Date: 09/15/2025

  Thank you ******** has assured me that they will rectify the issue

• Initial Complaint

  Date:09/04/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I checked my credit and im seeing a collection from sprint. Dated 8/22/25 i have no knowledge of this account. I have no contract with the collection agency ************************. I would like this removed from my credit report.

  Business Response

  Date: 09/12/2025

  September 12, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23839191
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated September 4, 2025,regarding the account referenced in the above-mentioned file number.
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to a Legacy Sprint account in collections.
  
  Regrettably, we are unable to assist with your request, as the above-mentioned Legacy Sprint account was sold or transferred to another company.  If our customer has not yet been contacted by the company that the Legacy Sprint account was sold to, please know that someone from that company should be contacting our customer soon to assist with handling of their inquiry and account management.  If our customer has already received a letter from the company, please refer to the contact information outlined in the letter to reach out to the company.
  
  Please note that this complaint has been forwarded to the company that now owns the previously noted account, for review and response.
  
  Based upon the foregoing, we respectfully request that this complaint against T-Mobile be closed
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
  
  *****************
  
  
  ******** *******
  Executive Response

  Customer Answer

  Date: 09/15/2025

   
  Complaint: 23839191
  
  I am rejecting this response because:
  You have not addressed the concerning issue at hand. 
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:09/03/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 2025, I visited the T-Mobile store in ********, ** after being told I was eligible for a free upgrade. I was promised: a new phone with an $830 discount, a free line, free ******** and no changes to my existing plan or charges. Store staff handled my phone, which had a small screen crack, but never disclosed that the promotion required the device to be in flawless condition.After returning my old phone as instructed, I was told I was ineligible for the promotion due to the crack. I requested the phone back but was told I was stuck with the new device. Soon after, my plan was changed without consent and my monthly bill increased from $220 to $375. New charges include:A free line now billed to my accountForced upgrade from T-Mobile One to Experience MoreNew watch/voice fees that were previously included$35 promotion reversal feeGeneral increases never disclosed at the time of upgradeAttempts to Resolve:July 2025: Called customer service; told I could not return the phone. No solutions offered.Aug. 25, 2025: Called again; told to visit a store despite the issue originating there.Aug. 2025: Emailed T-Mobile headquarters. Over one week later, I have received no *********** date, no T-Mobile representative has resolved this matter. I was misled at the store, billed for services I did not request, and ignored by both customer service and corporate.Requested Resolution:Restore my original T-Mobile One plan and remove all unauthorized changes.Eliminate charges for the free line and $35 fee.Apply account credits for overcharges already paid.Provide written confirmation that no further changes will be made without my explicit consent.I have been a loyal customer for 8 years, and I expect T-Mobile to correct this immediately.

  Business Response

  Date: 09/05/2025

   
  
  
  September 5, 2025
  
  
  FILED ELECTRONICALLY
  
  
  Better Business Bureau 
  ***********************************************************
  
  
  Re: Your File Number: 23831864
  
  
  To Whom It May Concern:
   
  ****************** (T-Mobile) is in receipt of your correspondence dated September 2, 2025, regarding the account referenced in the above-mentioned file number. 
  
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to a handset upgrade and promotional offers. 
  
  
  Our records indicate that the customer visited their local retail store and took advantage of a handset upgrade on an Equipment Installment Plan (EIP).  At this time, their rate plan was changed to an eligible rate plan.  Additionally, a handset trade-in was required and the surrendered handset did need to be in good physical condition.
  
  
  Upon receipt of the trade-in handset, it was determined that the device that was returned had physical damage to the display screen of the device disqualifying the account from the promotion.  At the time of the upgrade,  T-Mobile was also offering a voice line promotion where eligible customers would receive a free line.  Our review confirms the customer was successfully enrolled into this promotion. 
  
  
  ******* On Us is a benefit offered to T-Mobile customers that allows eligible customers to enjoy a ******* subscription as part of their mobile plan.  The rate plan the customer was moved to allows them to take advantage of the ******* On Us at no additional cost. 
  
  
  On September 4, 2025, our office contacted our customer and addressed their concerns.  T-Mobile was able to reach an amicable resolution with our customer. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.  
  
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  
  Thank you for bringing this matter to our attention.
  
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
  
  
  
  ****** Roach 
  Executive Response
  
  

  Customer Answer

  Date: 09/10/2025

   
  Better Business Bureau:
  
  Thanks to you,  in reference to complaint ID ********, T-Mobile finally connected me with someone who could help and made adjustments accordingly. It is my hope that no further resolution is needed.

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

• Initial Complaint

  Date:09/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told at mentor Ohio TMobile my bill would be 103$ after four bills and a chat with a representative what I was told at this store was a lie. Then when I tried to get some answers as to why they told me I could get a discount now BUT Ill have to pay for it later. This company rips people off daily.

  Business Response

  Date: 09/10/2025

   
  
  September 10, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:Your File Number: 23829539
  
  
  To Whom It May Concern:
   
  T-Mobile ********* (T-Mobile) is in receipt of your correspondence dated September 2, 2025, regarding the account referenced in the above-mentioned file number.  Please be advised we have made attempts to contact our customer, which have proven unsuccessful.  
  
  T-Mobile regrets any concerns our customer may have experienced regarding their account, and we appreciate the opportunity to respond.  In reviewing this matter, we have determined the customers concerns are pertaining to their monthly recurring charges.
  
  T-Mobile has reviewed our customers account, and confirmed that our customer account is being billed accurately for their selected rate plan and features.  Please note, T-Mobile offers a variety of rate plans to meet the diverse needs of our customers.  Customers can change their rate plan by logging into their online account at ************************, using the T-Life application on their handset, or by contacting our ************* team by dialing 611 from a T-Mobile branded handset or calling ****************.  We have confirmed that the account has been billed accurately for the subscribed services.  
  
  As of the date of this letter, the account remains active.  T-Mobile would like the opportunity to speak with the customer to address their concerns.  Should the customer wish to discuss this matter further, they may contact our office directly using the contact information provided in our contact attempts.  
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  ******************
  
  
  ******* *****
  Executive Response
  
  

  Customer Answer

  Date: 09/10/2025

  I accept the business's response to resolve this complaint
  

• Initial Complaint

  Date:09/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called ******** on 8/26 to replace a phone my husband has, and it is under warranty. I was specific to the young lady that we were moving to another state and as she completed and got a date, she told me it would ship and I would have it that Wednesday, Thursday, which would have been before I moved. I made her aware again and asked her was she sure and her response was yes. When checking for a tracking date, delivery wasn't set until Sept 1 and on their end Sept 2. I was told that "I" have to watch the tracking, and "I" have to reroute it to my new address because it is a warranty and if they cancelled, it puts me at the bottom of the list again and they didn't want to cancel. It is Sept 1 and yet there is no tracking. I have moved to *********** and my husband has been without a phone for a week, and yet they want their payments on time. Before I pay anything, compensation needs to be made for the week my husband has been without a phone, not being able to contact his doctors or they contact him and that 5 dollar shipping they charged me needs to be refunded immediately and his phone needs to be shipped here where we are now, it is not my job to chase down a phone.

  Business Response

  Date: 09/04/2025

  
  
  September 4, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23826551
  
  To Whom It May Concern:
  
  ******************(T-Mobile) is in receipt of your correspondence dated September 3, 2025,regarding the account referenced in the above-mentioned file number.
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to a warranty device exchange.
  
  Please be advised all new T-Mobile devices come with a limited one-year manufacturers warranty.  Customers also have the option to subscribe to T-Mobiles device protection plan provided by Assurant, Protection 360, during a qualifying event such as the purchase of a new device.  Our records confirm the customer subscribes to Protection 360.  For general troubleshooting and malfunctions covered by the limited warranty, Protection 360 customers may contact T-Mobile directly at **************.  T-Mobile records confirm a warranty replacement was ordered in August of 2025, however was later cancelled in September of 2025.
  
  On September ******, T-Mobile contacted the customer via telephone.  T-Mobile is pleased to report that we were able to reach an amicable resolution.  Furthermore,we provided them with our contact information should they have any additional questions regarding this matter. 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
  
  *****************
  
  
  ****** ********
  Executive Response

• Initial Complaint

  Date:09/01/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I made a purchase of $66.13 at one of your store location. I had to go to the hospital and I left the bag within the store. I should of recieve a refund for the transaction, but I never recieved one. I contacted both the store and customer sevice and they were unable to communicate with me to resolve this problem. I am requesting a refund for $66.13 to resolve this matter.

  Business Response

  Date: 09/05/2025

  
  
  September 5, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23823551
  
  To Whom It May Concern:
  
  ******************(T-Mobile) is in receipt of your correspondence dated September 3, 2025,regarding the account referenced in the above-mentioned file number.
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter.  In reviewing this matter, the customers concerns pertain to a refund request related to a recent purchase.
  
  After a thorough review, ******** confirms that the customer recently made an accessory purchase at a retail store and contacted ************* a few days later, reporting that they may have left the bag behind.  During the conversation, our ************* team explained the return policy for in-store accessory purchases, which requires the customer to visit a T-Mobile retail location to initiate a return.  Accordingly,the customer was directed back to the store for further assistance.
  
  T-Mobile contacted the customer on September 5, 2025, and we were able to come to an amicable resolution with them.  Additionally, we provided them with our contact information should they have any additional questions regarding this matter. 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
  
  *****************
  
  **** *********
  Executive Response

• Initial Complaint

  Date:08/31/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Heres a summary of what happened: I had water damage in my phone. It still powered on, but the *** slot stopped working. I went to the T-Mobile store in **************, *******, and spoke with an employee named ****** about my options. He told me I could exchange my damaged phone for a new one, and that I would also receive a free iPad along with store credits. ****** explained that my bill would only increase by $10 per month for the next 24 months, and all I needed to do was pay the taxes on the new phone and iPad, which I did. However, my bill is now $210 per month. I called the store to speak with a manager named ******, and he told me the issue was that the exchanged phone was returned with damage. But ****** had already seen the damage and still assured me the deal would work. ****** said the best he could do was lower my bill to $170 per month (before taxes) but that I would lose Hulu, ********* and *******. I need to escalate this issue, because I was promised that my bill would only go up $10 a month and that my streaming services would remain included. I also have screenshots of ****** stating he would take care of this, but he never followed through. I need to know how to restore my plan with ****, ********* and *******, and get this billing issue resolved.

  Business Response

  Date: 09/08/2025

  September 8, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23821292
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated September 3, 2025,regarding the account referenced in the above-mentioned file number.
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to promotions.
  
  ******** regularly offers limited promotional offers for device purchases of which the promotional offer value may vary depending on multiple factors such as device trade-in models,activation requirements, and rate plan eligibility. Further, when a customer agrees to trade-in a device, they are provided with a one-time trade-in amount.Once accepted, and upon receipt to the trade-in device, the trade-in amount is deducted from the total promotional value and can be applied as a bill credit to the account or to the order on the date of purchase.
  
  T-Mobile records indicate on July 6, 2025, the customer took advantage of our Equipment Installment Plan (***) with the purchase of a new handset and a new tablet. The customer then agreed to a series of 24 monthly installments for each device. The customer agreed to trade in a handset to take advantage of our Apple Trade ********:$300 off with Trade (Apple Trade ********* promotion. The trade-in was eligible for $150.00 in promotional credit with this promotion. Of that amount,$70.00 was applied to the order on the date of purchase. The remaining $80.00 was distributed across 24 monthly RDCs, applied to the *** and line associated with the new handset. The customer also activated a line of service for the new tablet, which was subscribed to our Tablet Unlimited Plus rate plan.
  
  Our office contacted the customer on September 5, 2025, to apprise them of our findings, and we reached an amicable resolution. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter. 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
  
  ******************
  
  ******* *****
  Executive Response

  Customer Answer

  Date: 09/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********** ******

• Initial Complaint

  Date:08/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have filed multiple compalints previously with BBB regarding Boost and faulty service/phone. I finally cancelled my service and went elsewhere. They charged my card (AFTER service was cancelled) WITHOUT my permission. They said it was the remainder of what I paid for the phone. I feel like given the problems I've had, that I should not have to pay any more on the phone! The phone is defective and has been since day 1. I was NEVER offered a replacement. In fact, I was told I had to bring the phone in in order to exchange and I am elderly and didn't have transportation at the time. I am unable to sell the phone as it is defective. This same phone is being given FREE by multiple cellular carriers and I shouldn't have to pay for a broken phone. I was paying by the month for the phone and had paid around 8 months. The phone is obviously the problem as they could never figure out what was causing the issues I was having. I am not sure what a worthless, defective phone is worth, but I feel like I've paid over and above what it's worth. I am willing to turn the phone back in if they will waive this amount.

  Business Response

  Date: 09/04/2025

  September 4, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23821031
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 31, 2025,regarding the account referenced in the above-mentioned file number.
  
  Upon review,******** has confirmed the customer is a T-Mobile customer.  ********** contacted the customer on September 4, 2025, and they confirmed their concerns are with *************  We respectfully request you forward this correspondence to ************ for further investigation and response.
  
  Furthermore, we provided the customer with our contact information should they have any questions regarding a T-Mobile matter
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
  
  *****************
  
  
  *** *******
  Executive Response
  

  Customer Answer

  Date: 09/04/2025

   
  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. I am so sorry!  Medical issues/brain fog and I reported ******** instead of Boost.  Boost has resolved issue so everything can be closed.  I apologize for the inconvenience!
  
  Sincerely,
  
  ******** ********