Business Profile
Mobile Phone Service
Sprint Now Part of T-MobileHeadquarters
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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
Customer Complaints Summary
- 4,578 total complaints in the last 3 years.
- 1,211 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/19/2025
Type:Service or Repair IssuesStatus: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.
They are over charging and charging more than what I was told...In November I got 2 s24 ******* phones for the to phones they said it would be $186 a month i was like ok ... and the manager said hold on I'll give another phone for free no charge that phone is still inactive even though i tried multiple times to activate it then my bill went from $186 all the sudden to $222 i called customer service multiple ************* couldn't fix it meanwhile they couldn't activate said 3rd line my plan was supposed to be $120 for two lines and a free phone , family plan ...... NOT!!!! I've paid almost $2000 in 9 months for a phone that has yet to work n over payment on said ******** tried to change *************** refused to give me an account number please helpBusiness Response
Date: 07/30/2025
July 30, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23623389
To Whom It May Concern:
******************(T-Mobile) is in receipt of your correspondence dated July 19, 2025,regarding the account referenced in the above-mentioned file number. Please be advised we have made attempts to contact the customer, which have proven unsuccessful.
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 an increase in their monthly charges, and number porting process.
The customer activated the account with three voice lines on a multi-line rate plan. The third voice line is enrolled in a promotion which discounted the line to no cost. In addition, the customer purchased three handsets on our Equipment Installment Plan (***). Two of the handsets are enrolled in promotions with Recurring Device Credits (RDCs) that are discounting the *** payments to no cost while maintaining eligibility. The third device was not enrolled in a promotion to discount the ***. In mid-February of 2025, the customer spoke with ************* advising the third *** is not getting a discount. As a result, ************* enrolled the *** into a promotion that discounted the monthly *** via RDCs while maintaining eligibility. In mid-June of 2025, the customer contacted ************* for their account number. The account number was provided and instructions to generate a Temporary Port-Out PIN. A Temporary Port-Out PIN is used by customers who wish to port out from T-Mobile. Temporary Port-Out PINs are a temporary PIN which customers can request via ****************** or T-Life.
Our office has made multiple attempts to contact the customer to discuss this matter, which has been unsuccessful. T-Mobile would like the opportunity to speak with the customer, and we request they contact our office directly at the number provided via voicemail and email.
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 ResponseInitial Complaint
Date:07/18/2025
Type:Customer Service IssuesStatus: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 am submitting this complaint regarding an unresolved billing dispute with T-Mobile and a pattern of poor and misleading customer service.After cancelling my service with T-Mobile, I received a final bill showing a balance of $66. I attempted to call T-Mobile to clarify the charge, only to be told that my account had been transferred to ************************, a debt collection agency. When I contacted the agency, they informed me they no longer had the account.I followed up with T-Mobile again and was instructed to go in person to a store. Upon arrival, I was informed the balance had increased without explanation from $66 to $83. I returned home and called customer service once more. An agent assured me they would work to resolve the issue but instead left me on hold for over 30 minutes and then disconnected the call. They later falsely documented that the call was dropped and that they had attempted to reach mewhich they did not.When I called again, another agent told me the issue could not be fixed. I was transferred back and forth with no solution and had my time completely wasted.T-Mobile sent me a bill for $66, and that is the amount I am willing to pay. I do not agree with the sudden increase or the way this matter has been handled. I am requesting that T-Mobile honor the original amount and provide written confirmation that this matter is resolved.I am requesting your assistance in this matter and hope for a timely resolution.Business Response
Date: 07/29/2025
July 29, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23621671
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 18, 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 an outstanding balance on their cancelled account.
T-Mobile records confirm the customer cancelled their account in June of 2025. Pursuant to T-Mobile policy, customers are responsible for all charges through the end of their service term.
As T-Mobiles internal collection efforts were unsuccessful, in July of 2025, the account was referred to an outside collection agency at which time a collection fee was assessed to the account, updating the balance. It is T-Mobiles position that balance is valid and owed.
Regretfully, our office was unable to reach the customer to discuss the specifics of their dispute with T-Mobile. T-Mobile would like the opportunity to speak with our customer to address their concerns. We request our customer contact our office directly at 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 ResponseInitial Complaint
Date:07/18/2025
Type:Billing IssuesStatus: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.
Today, 7/18/25 I was charged $105 dollars for service I never used. I had a line on my account that was never active or used once.Considering it was never used or even actived i consider the charges invalid because Im being billed for a service that isnt used and never was. furthermore id like to be refunded for any charges associated with the following number on the following account.ACCT: ********* PH: ************Business Response
Date: 07/26/2025
July 26, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23621004
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 18, 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 relate to a billing dispute involving a voice line.
After a thorough review, ******** confirmed that the customer recently ported out all but one of their voice lines. Our records show that we did not receive a request to cancel the remaining line. Please note that the line in question shows usage, indicating that it remained active and that the customer was aware of its status.
Additionally, since the customer had authorized *******, it is T-Mobiles position that the payment debited through AutoPay was valid and authorized.
T-Mobile contacted the customer on July 24, 2025, and resolved their concerns. 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 ResponseInitial Complaint
Date:07/18/2025
Type:Customer Service IssuesStatus: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.
Home internet account *********************** Internet used to offer average speeds of about 200 MBPS. Even with the same tower in use the internet speeds now average about 15 MBPS. T-Mobile provided a G4AR gateway in an attempt to mitigate the issue but to no avail.I am running a top of the line Mimo 4x4 external antenna that has been painstakingly aimed at the tower with careful measurement of all applicable signal ************ seems that there is something going wrong with that tower or the tower is now being overutilized.Business Response
Date: 07/30/2025
July 30, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23618585
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 21, 2025,regarding the above-mentioned file number. Please be advised that this customer is listed as an authorized user on an account holders T-Mobile account.
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 are pertaining to ************* services and data speeds.
After a thorough review, T-Mobile has verified the address on the customers account and based on the coverage map, confirms their account address is in a good coverage area with known congestion. Unfortunately,T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. T-Mobile reviewed the customers usage, which indicates the customer is experiencing the expected coverage for their area.
T-Mobile contacted the customer on July 23, 2025, and informed them of the above-mentioned 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 ResponseInitial Complaint
Date:07/18/2025
Type:Customer Service IssuesStatus: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 signed up with ******** about three months ago under a promotional deal offering $1,000 off my phone priced at $1,300 without requiring a trade-in, which was a key reason I chose to switch my service. I was told clearly I could keep my old phone and still receive the full discount.However, when the promotional credit finally appeared on my account three months later, it was significantly less than promised. I immediately contacted customer service to resolve the issue, but was told there was nothing they could do and that I would need to trade in my old phone to receive the full amount, directly contradicting the terms of the deal I signed up for.I explained that I no longer have the old phone, since I was explicitly told it wasnt needed for this promotion. The representative was dismissive, unhelpful, and essentially told me there was nothing else they could do.I then visited the T-Mobile store where I originally signed up, and spoke with the same employee who sold me the plan. He simply laughed and said, Yeah, they do that sometimes, and admitted there was nothing he could do either.I am filing this complaint due to negligence on the part of T-Mobile and false advertising used to get me to sign up for service. This experience has been incredibly frustrating and unprofessional, and I expect T-Mobile to honor the original terms of the promotion I was promised.Business Response
Date: 07/28/2025
July 28, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23618584
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 21, 2025,regarding the above-referenced account.
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 device promotion.
A review of this matter confirms our customer activated service in May 2025, and at the time of activation, they were eligible for a device promotion which offered a promotional value of $800.00 via monthly recurring device credits for the purchase of a ******* device. At the time of our customers activation, T-Mobile offered other device promotions which offered up to $1,000.00 off a new ******* purchase when purchased on our Equipment Installment Plan (EIP), activating a new line and trading in an eligible device. As our customer did not complete a trade-in with their new device purchase, they were ineligible for the promotions that offered a $1,000.00 promotional value. Please be advised that our review of this matter was unable to confirm our customer was assured a $1,000.00 promotional value without a device trade in.
On July 25, 2025, our office spoke to our customer and apprised them of the above information. We are pleased to inform you that our office has reached an amicable resolution with our customer. Furthermore, we provided the 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,
******************
***** Saldana
Executive ResponseInitial Complaint
Date:07/18/2025
Type:Customer Service IssuesStatus: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 am writing to formally express my frustration with how Ive been treated after being a loyal Sprint PCS customer for over 12 years. ******** bought them out and I have been paying fees on top of fees for the last two yearsFor the last four months, Ive been charged excessive reconnection fees, despite reaching out multiple times to resolve the underlying billing issues. Even more concerning, over the past year, my account has reflected two different billing addresses, and Ive been charged taxes for bothsomething I never authorized or was made aware of.Worse, during my efforts to correct this and seek fee waivers, I was promised repeatedly by customer service agents that my service would remain active while the issue was being handled, and that no additional fees would be added. Despite these promises, my service was suspended three times, and more fees were applied anyway. These actions feel like a complete betrayal of trust and reflect poor coordination and follow-through on T-Mobiles part.I am requesting the following:A full review and removal of excessive reconnection and late fees applied over the last four months.A refund or credit for any incorrect tax charges related to the second billing address.Assurance that my service will remain active while issues are being resolved and that I wont continue to be penalized for seeking support.After more than a decade as a customer, I feel Im being cheated out of my money and treated unfairly. I hope this complaint leads to meaningful resolutionif not, Ill have no choice but to escalate this to the *** and appropriate consumer protection agencies.Business Response
Date: 07/30/2025
July 30, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re: Your File No. 23618583
To Whom It May Concern:
****************** (T-Mobile) is in receipt of your correspondence dated July 21, 2025, regarding the above-referenced account.
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 taxes and restore from suspension fees.
Please be advised, all recurring taxes and fees for the customers selected plan and all taxes on eligible features added to the plan are included in the monthly recuring charges (MRC). Please note, taxes and fees will still appear on the bill; however, they are for reference only and are included in the total MRC of the plan. In addition, one-time fees are excluded and will include tax as normal (for example, late fees, re-connection fees, roaming charges, data passes, bill reprints and JUMP! On Demand monthly taxes). It is important to note, when enrolled in a device protection feature, the taxes and fees are not included in the **** when added to a taxes and fees included rate plan. T-Mobile has confirmed the customers account is being billing correctly.
Furthermore, Tax laws require that mobile services be taxed based on the subscribers Place of Primary Use (***). The *** is usually the same as a subscriber's billing address, it may occasionally be different. Upon further review, we confirmed the *** address was different on one of the lines on the customers account.
A review of the account confirms payment arrangements were initiated on different occasions for portions of the outstanding balance on the customers account. However, the agreed upon payments were not received in full by the agreed upon dates of these arrangements. As the payments were not received timely, T-Mobile suspended the accounts ability to place outbound calls. As stated in our policy, if we suspend a customers service and then later reinstate it, a fee may be assessed. Therefore, when the customer made a payment and created a new payment arrangement the account was reactivated, and assessed a restore from suspension fee per line of service, up to three lines. Please be advised, the payment arrangement amount and date were agreed upon by the customer via online self-service.
On July 24, 2025, our office contacted the customer and were able to reach an amicable resolution. Furthermore, we provided them with our contact information should they have any further questions regarding this matter.
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.
******** *********
Executive ResponseInitial Complaint
Date:07/17/2025
Type:Customer Service IssuesStatus: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.
On April 14, 2025, I transferred my lines to T-Mobile at the store located at ***********************************************During the transaction, the store representative offered me an Apple Watch for each line I ported. I specifically asked multiple times if this would increase my monthly bill or cost me anything extra. The representative assured me very clearly that there would be no extra cost for the watches or any watch lines.After receiving the watches and activating as instructed, my monthly bill increased with additional watch line charges. When I contacted customer service, I was told that if I cancel these lines, I would owe over $1,000 for devices and/or early termination fees.This is not what was represented to me at the time of sale, and I would not have accepted the watches under those terms.I am requesting T-Mobile to either:Remove all Apple Watch line charges and honor the promotion as represented, orCancel the watch lines and remove all associated balances or fees without penalty.Account Number: **************** phone number: ************Business Response
Date: 07/28/2025
July 28, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23612811
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 21, 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.
Upon review of the account, our records confirm that the customer activated voice lines with T-Mobile and in addition, Apple Watch devices were purchased on the Equipment Installment Plan (EIP). Please note that each Apple Watch was activated with a corresponding watch line, billed at a monthly rate per line and as a result, each Apple Watch EIP qualified for and was enrolled into one of our promotions and were scheduled to Recurring Device Credits (RDC), effectively reducing the monthly cost of each device. However, the monthly cost for each watch line was billed at the normal monthly rate, effectively increasing the monthly recurring charges.
If a customer has an open EIP and the account is canceled, any promotional offers are removed and future RDCs are forfeited, and any remaining open EIP 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.
Our office contacted our customer on July 23, 2025, and discussed their concerns.Should our customer have any questions, they may contact us at the contact information provided.
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 ResponseInitial Complaint
Date:07/17/2025
Type:Customer Service IssuesStatus: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.
On July 10, 2025 I called t-mobile to change the telephone number on my account assigned to ****** ****** -************ because she was getting threatening calls and someone had accessed her bank account and financial cards. I was told the number could be changed at no charge and so I selected a number. All of a sudden I was cut off and I received a text message saying my watch was now connected to the new number. Well the watch was never connected to the number I requested to be changed. I called my ************ number from my house phone and it was disconnected-the *** had changed the wrong phone number. I had to wait 40 minutes on the line to get someone, was put on hold, finally asked for a supervisor. I got someone named **** (in the Phillipines) who said he would help me get the number changed back and change the other number that I requested in the 1st place. I was on this call for at least an hour. They told me they had to send me a code to verify my identity but they couldn't sent it to my phone, the number that was just changed. I had to call ****** to have them send it to her. Put on hold, put on hold, put on hold. Finally the number was switched back. **** told me he would comp my next month's T-mobile bill and request that I be able to trade in my Iphone 15plus for a new Iphone 16Plus free (24 months credits) and he would call me back within 48 hours. Well, I never heard from him. I called Tmobile today to complain about that. No one was able to help me because they still can't send the code to my phone. They said they couldn't even look into the account to see the notes **** put and that I would have to go into a T-mobile store to verify my identity. ABSOLUTELY NOT. I am not going to waste my time going into a T-mobile store for T-mobile's s**** up and for some *** that doesn't call back when they say. You screwed up and I have to jump hoops to fix it. Not going to happen. I wasted time on the call and they didn't do anything for me.Business Response
Date: 07/29/2025
July 29, 2025
FILED ELECTRONICALLY
Better Business Bureau
*****************************
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Re: Your File Number: 23612809
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 16, 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 are pertaining to changes made to their account.
After a thorough review, T-Mobile confirmed that the customer requested a mobile number change on one of their lines; however, the wrong number was changed. Accordingly, ************* was able to correct the customers concerns and change their number back to the correct one as well as change the original requested number. Furthermore, our records confirm that the account currently does not qualify for a promotion to receive an Apple iPhone 16 Plus for free based on the rate plan the account subscribes.
Our office contacted the customer on July 23, 2025, and addressed their concerns. We are pleased to report we were able to work toward an amicable resolution with our customer. 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 ResponseCustomer Answer
Date: 07/31/2025
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:07/17/2025
Type:Customer Service IssuesStatus: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 am writing to file a formal complaint against ******** regarding an unresolved issue with unlocking a previously paid-off iPhone 11. I reside in **********, **, and my best friend, who lives in *****, **, generously gave me her iPhone 11 so that I could upgrade from my obsolete iPhone 6. She originally purchased the iPhone 11 several years ago, prior to ********'s acquisition of Sprint. The phone has been fully paid off for many years and is no longer under contract or associated with any active cellular plan.On Sunday, June 29, 2025, my friend and I visited the T-Mobile store in *****, **, located on ***************, to request that the device be unlocked so I could begin using it. We were assisted by a representative named *****, who was both professional and courteous throughout the process. ***** spent over 25 minutes on the phone with a T-Mobile **************** Representative located in *****, attempting to get the device unlocked. Ultimately, the representative informed us that he could not unlock the phone during that call, but assured us that a ticket had been submitted and the device would be unlocked within 72 hours.After the 72-hour window passed, the phone remained locked. As of today, Wednesday, July 16, 2025, the device is still not unlocked. Upon following up with *****, he advised that I could either return to the ***** location for further assistance or contact T-Mobile **************** directly. Unfortunately, I am unable to continue making the 50-mile trip (one way) from ********** to ***** to resolve this issue. I have serious concerns that T-Mobile may be intentionally delaying or withholding the unlocking of my device as a strategy to pressure me into purchasing a cellular plan with them.For resolution, I am requesting that T-Mobile promptly unlock my iPhone 11 without further delay or additional requirements.Business Response
Date: 07/28/2025
July 28, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23612808
To Whom It May Concern:
T-Mobile ********. (T-Mobile) is in receipt of your correspondence dated July 16, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding their Mobile Device Unlock (MDU) request, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining a MDU request that was not approved. After a thorough review T-Mobile was unable to locate an MDU request.
T-Mobile contacted our customer on July 23, 2025, and addressed their concerns. T-Mobile was able to reach an amicable resolution with our customer. Additionally, we provided them 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 ResponseInitial Complaint
Date:07/17/2025
Type:Customer Service IssuesStatus: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 picked up a new phone from the T-mobile store in ********** in January because my phone died at the time my wife was going through breast cancer. They tried to cell me everything but the store itself ( Internet, tablet,etc.... My thoughts at the time was not thinking right. I took the tablet, they told me it was free, but I would just have a 7.00 a month service charge. I took it home and used it for a day it was fine, but I found it to be always in the way to be moved constantly when cleaning.I returned it. The store took it back but informed me but there would be a $40.00, then I was told that they could give me a watch and I wouldn't have to pay for the restocking fee, but there would be a line charge per month for the ******** this day, I'm getting the runarounds from the company. The watch is still in the box with the the the seal unbroken, they have the nerve to charge me for an inactive watch that's never been opened or used. I've tried returning it several times, oh the manager isn't in or the assistant wasn't in, I also called customer service to get a prepaid label, They wouldn't send me one either. At this time I'm willing to pay for the restocking fee and get rid of this watch. I also want to inquire about Senior Citizen DiscountIf not I might talk to ******* about them purchasing my contract and the watch.Business Response
Date: 07/28/2025
July 28, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23612807
To Whom It May Concern:
******************(T-Mobile) is in receipt of your correspondence dated July 16, 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 equipment purchases and the return of a ******* Galaxy Watch.
After a thorough review, T-Mobile records indicate that the customer purchased a ******* Tablet on an Equipment Installment Plan and met requirements for a promotion. However, the device was subsequently returned to a T-Mobile store and a ******* Galaxy Watch was purchase via EIP. Additionally, the customer subscribed to a watch plan. Our review found that the customer has been billed in accordance to the purchased equipment and subscribed rate plans.
Please be advised customers returning equipment may be assessed a restocking fee at the time the return is processed. This fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at ****************.
In June of 2025, the customer contacted our ************* Team requesting to return their ******* Galaxy Watch. In which the customer was advised they were outside of their allotted return period and the watch could not be returned. Please note that ******** provides a 20-day return period to all customers who purchase their equipment via T-Mobiles ************* team, and a ****** return period if purchased 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.
T-Mobile offers a wide variety of plans to fit the needs of our diverse customer base. The various plans T-Mobile offers include our Military, First Responder, and 55+ rate plans. These specific rate plans offer comparable features to our standard rate plan offerings, but at a lower cost. Eligible customers on these plans benefit from hundreds of dollars in savings annually, while still being able to enjoy unlimited talk, text, and data on T-Mobiles award-winning 5G network, in addition to several other benefits. Based on review, ******** has confirmed that the customer is enrolled in a 55+ rate plan.
On July 24, 2025,our office spoke to the customer and resolved their concerns. 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,
*****************
******** *******
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