Business Profile
Cell Phone Supplies
T-Mobile USA, Inc.This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for T-Mobile USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 27,462 total complaints in the last 3 years.
- 8,054 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:07/09/2025
Type:Product 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.
I am filing this complaint against T-Mobile USA, Inc. regarding billing for services I never used and cellular devices I never ******************************* is cramming me, I have been charged for wireless service that I never activated, used, or benefited from. I never received the devices that were allegedly shipped to me Despite contacting T-Mobile customer service multiple times to dispute these charges, the issue remains unresolved and the billing continues.This situation is highly concerning and feels deceptive and fraudulent. I am being held financially responsible for services and products that I never received and did not consent to. I have requested cancellation and a full refund of all associated charges, but T-Mobile has failed to provide adequate resolution.I respectfully request that the BBB assist in holding T-Mobile accountable and help me reach a resolution. I am prepared to escalate this further if necessary, including filing reports with the **** FCC, and State Attorney General.Thank you for your time and attention to this matter.Business Response
Date: 07/16/2025
July 16, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re: Your File Number: 23575446
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 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 to this matter. In reviewing this matter, the customer concerns are pertaining to a billing dispute.
After a thorough review, T-Mobile confirmed that the customer took advantage of our Equipment Installment Plan (EIP) with the purchase of two Apple iPhone handsets at activation which were sent via UPS. Based on the tracking information the handsets were not delivered to our customer. ********************** records indicate between May 2025, through July 2025, our customer attempted to resolve the missing handsets concern with our ************* team, wherein an internal request was submitted in an effort to investigate the order. In July 2025, the handsets were scanned as returned to T-Mobile, and the investigation resulted in the customer being refunded the initial costs associated with their order.
Please be assured that T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any ********************** employee failed in any way to display that during our customers recent contact with our ************* Team.
On July 14, 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.
****** ****
Executive ResponseCustomer Answer
Date: 07/16/2025
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:07/08/2025
Type:Product 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.
Purchased 5G internet in mid June. I read on aaeshopping portal trial period is 30 days. The internet speed was too slow. Given we had a 3 week trip, I left the cancellation to after I return from trip. I just got back and am within 30 days, but I was charged one month fee of 45 dollars when I cancelled today.Business Response
Date: 07/15/2025
July 15, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 23573713
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 8, 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 continued billing after cancelation of their T-Mobile Home ****************.
For a limited time, T-Mobile offers the Test Drive T-Mobile Home Internet promotion. This promotion allows customers who activate Home Internet on a qualifying plan to receive their money back, via a one-time bill credit or prepaid card, if they choose to cancel the **************** within the first 15 days of activation. It should be noted that customers must make their monthly bill payments until the Test Drive credit is applied, which typically takes up to two billing cycles. If a customer activates only a Home Internet line and cancels within the 15-day period, they will automatically receive a Prepaid MasterCard for the final account credit balance 30 days after the final billing statement is generated. Our review found that our customer canceled a Home Internet line of service after the 15-day period. As such, it is T-Mobiles position that the monthly recurring charges assessed were valid and owed.
On July 10, 2025, our office contacted the customer and addressed their concerns. ********** was able to amicably resolve this matter to the customers satisfaction. 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.
***** ********
Executive ResponseCustomer Answer
Date: 07/15/2025
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:07/08/2025
Type:Billing 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.
T-Mobile Account Fraud Around the same time, I received a letter from T-Mobile confirming the activation of a new phone line and a Protection 360 planunder my name, which I did not authorize. I have never had an account with **********************, and was completely unaware of this activity until I received this letter.Upon contacting T-Mobile by phone, I reported the fraud and requested that the account be shut down immediately and that T-Mobile report the fraud to the credit bureaus. However, there has been no meaningful progress or confirmation from T-Mobile as of today.Moreover, after visiting a local T-Mobile store, I was informed that there were at least four phone lines (Phone numbers: ****************.*************. *************. **********) activated under my name, and that the devices purchased include at least two iPhone 16 Pro Max phones and a T-Mobile UNL Tablet TE.I already notified *************************. They send two officier to my location and the incident number is 879900-25.I am urgently requesting that T-Mobile:Close all fraudulent accounts and phone lines opened in my name;Report the identity theft to all three credit bureaus: Equifax, Experian, and TransUnion;Provide me with a formal letter confirming:The fraudulent accounts have been closed,I bear no responsibility for any past or future charges on these ******************************* has taken all necessary steps to prevent further misuse of my identity.Business Response
Date: 07/16/2025
July 16, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 23573407
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 8, 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 the unauthorized activation of a T-Mobile account in their name.
T-Mobile has completed its investigation of this matter and determined the allegation of fraud was substantiated. Therefore, the customer has been absolved of all financial responsibility for this account.
********************** encourages ** **** to contact the three major credit bureaus. They will instruct them further on how to protect themselves against future fraudulent activity. Here is the contact information for the three major credit bureaus:
*************************************; TRW/Experian TransUnion
P.O. Box 740256 P.O. Box 4500 Consumer Dispute Center
*******, GA 30348 *****, TX 75013 P.O. Box 2000
************ ************ *******, ** 19016************
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.
****** Chavez
Executive ResponseCustomer Answer
Date: 07/16/2025
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 havent received the official response letter from T-mobile. T-Mobile promised to send the letter in 7-10 business days. If I do not receive the letter at that time, I will send email to ************************************* with my complaint ID.
Thank you for the help from BBB.
Sincerely,
** ****Initial Complaint
Date:07/08/2025
Type:Service or Repair 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.
Switched from Mobile 8/2024 due to horrible service and customer service. I paid my phone off and now trying to unlock it, the store tells me to call customer service, customer service tells me to go to the store, and chat tells me to call customer service. But either when I go to the store or when I call, no one can help me. im not getting anywhere with them. This phone is paid in full and so is the account. There is no reason I should be going through any of this with them. And everyone is just pointing fingers at each other.Business Response
Date: 07/16/2025
July 16, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23572808
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile)is in receipt of your correspondence dated July 8, 2025, regarding the above-referenced 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 ********************** Device Unlock. ********************** has investigated these concerns accordingly.
T-Mobile records confirm the customer ported out their lines in July and August of 2024. As there was still an active Equipment Installment Plan (EIP) associated with one of their lines, when the line was cancelled, the remaining EIP charges were accelerated resulting in an outstanding balance. Furthermore, as T-Mobiles collection efforts were unsuccessful, this account was referred to an outside collection agency. Records confirm this balance was satisfied in March of 2025, and as such their handset became eligible to be unlocked. In June of 2025, the customer contacted ************* who assisted with getting their handset unlocked.
T-Mobile contacted our customer on July 10, 2025, to address their concerns. We are pleased to report the customer confirmed their handset was unlocked. Furthermore, 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,
T-MOBILE ********
****** ****
Executive ResponseCustomer Answer
Date: 07/16/2025
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:07/08/2025
Type:Service or Repair 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.
There's not nearly enough room in this box to describe the situation for you to fully understand. Two thousand characters is nothing. So i wrote down all the details on something else and attached it to the bottom.Business Response
Date: 07/16/2025
July 16, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23572170
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 8, 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 billing dispute.
Our customers account is billed by a system known as bill current. This means charges for our customers rate plan are billed in advance of the service being provided and become due within that billing cycle.
In February 2025, a payment arrangement was initiated for the outstanding balance on the above referenced account. As part of that payment arrangement, our customer agreed to remit two payments in March 2025.
Like other wireless operators and most retailers, T-Mobile assesses a fee if a payment is dishonored or returned. The fee helps us recover the costs charged by banks when processing such a transaction, our staffs working of the returned payment and notifying the customer of the matter. If a check, electronic funds transfer, or any other payment is dishonored or returned, T-Mobile will charge the T-Mobile account holder a returned payment fee as permitted under applicable state law that will not exceed $35.00. In the event of a returned payment, we may also require another payment method and/or immediately suspend or cancel service. T-Mobile accepts several payment methods, and payments can be made in retail stores, over the phone, on-line or via the mail. We encourage customers to choose a method that is right for them and prevent returned payments and the application of the fee.
T-Mobile has reviewed the account and confirmed our customers ********************** number was ported to another service provider on March 13, 2025. Thereafter, on March 24, 2025, one of the payments remitted in March 2025, was returned as unpaid by our customers financial institution. As a result, the payment amount was returned to the account balance and a returned payment fee of $35.00 and applicable taxes was assessed to the account at that time.
Please be advised within T-Mobiles Terms and Conditions, customers are advised they are to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. Between March 31, 2025 and July 8, 2025, our customer contacted our ************* team regarding the charges on their account. After a detailed review, our ************* team confirmed that the account was being billed accurately, and all charges were valid.
On July 11, 2025, our office contacted our customer and addressed their concerns. ********************** 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. We regret any inconvenience our customer experienced.
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.
**** Cloud
Executive ResponseCustomer Answer
Date: 07/16/2025
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:07/08/2025
Type:Service or Repair 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.
I ported all of my lines to ******* last November. I had a zero balance on the account when I started my account with *******. I later realized T-Mobile was still billing me. They debited my account $139.00 to $157.00 per month every month from November to June. They are saying it is not their fault although a supervisor I spoke to said she was issuing the refund to me on June ******* and ensuring the account was properly closed. I have not received my refund. Now they are trying to charge me again $139.00. T-Mobile keeps playing in my face knowing they owe me this money. They keep transferring me to other departments and hanging up on me and now making false claims that I owe them money. They need to give me my money because now I am going to take them to court.Business Response
Date: 07/16/2025
July 16, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re: Your File Number: 23571129
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 8, 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 account billing.
Our review found that our customer activated two voice lines and a ********************** internet line with T-Mobile. In addition, the account was enrolled in AutoPay which automatically deducts the balance owed each month using a stored payment method supplied by the customer.
Our customer ported out two voice lines of service, and as a result, those lines of service were cancelled from the account. However, the account remained active with the mobile internet line. Upon review, we have no record of our customer requesting to cancel the remaining line of service nor did we receive a request to change the rate plan associated with the account. As a result, the line of service continued to be billed in accordance with the selected rate plan. Additionally, T-Mobile did not receive a request to remove AutoPay, which remained active on the account, causing payments to be automatically debited each month.
Subsequently, the customer contacted ************* regarding AutoPay payments that had been debited from their account. They requested both a refund and the cancellation of the remaining line. In response, ************* canceled the line and AutoPay as requested. A refund request was also submitted on the customers behalf. However, it was confirmed that the account showed valid usage through May 7, 2025. As a result, the refund request was denied.
On July 10, 2025, our office contacted our 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,
T-MOBILE USA, INC.
******** ********
Executive ResponseCustomer Answer
Date: 07/16/2025
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. They agreed to pay a portion of the charges. To be clear, the number in question was proved to have had usage on ******* during that time as well. I agreed to accept their partial payment. I should not receive any bills or further charges moving forward.
Sincerely,
***** ********Initial Complaint
Date:07/08/2025
Type:Service or Repair 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 May 9th, 2025. T-Mobile sent a text to my main phone line for my T-Mobile account, offering that a free line could be added to my account due to being a 10+ year customer. On May 16th I called the number in the text *************), and the representative confirmed I could add a free line to my account, so I did so.Then on about July 3, 2025, I reviewed the billing for my account. I discovered that my new line was being charged the regular price of $35/month (so was not free). I called T-Mobile customer service to try to get the issue corrected. T-Mobile customer service acknowledged that I had qualified for the offer and my current billing was incorrect, but they stated that their system won't allow them to make the line free. Instead, they only offered $20/mo for 12 months in bill credits, which does not come close to correcting the issue.This is a bait-and-switch fraud tactic trying to be pulled by T-Mobile, and I want my free line restored, and all charges for this line refunded.Business Response
Date: 07/16/2025
July 16, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 23570378
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 8, 2025, regarding the account referenced in the above-mentioned file number. We are pleased to report that T-Mobile was able to reach an amicable resolution with our customer.
********************** 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 promotional offer.
Please note, our customers account was targeted to receive a free voice line of service via monthly bill credits. The customer took advantage of the offer by adding a new voice line of service to their account. However, the account was not enrolled in the offered promotion as their rate plan did not meet the criteria to receive a monthly credit. On July 2025, the customer contacted our ************* team, and in an attempt to resolve matter, the promotion was added to the account.
On July 15, 2025, our office contacted our customer regarding their concerns and appraised them of the findings mentioned above. 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.
********* ***** ******
Executive ResponseCustomer Answer
Date: 07/16/2025
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. This satisfactory resolution is dependent on the promotion showing up in my monthly billing statement after August 1, 2025. If I do not see the promotion on my account after that time, I will notify the BBB to reopen this case.
Sincerely,
******* **********Initial Complaint
Date:07/07/2025
Type:Service or Repair 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.
Ive been a loyal T-Mobile customer for years, but my recent experience with a warranty ***lacement has been one of the worst *** ever had with any company.On May 1, 2025, I received a ***lacement device through *********************** insurance program. It immediately had multiple issues: network problems, MMS failures, and eventually a persistent boot loop. After multiple failed attempts to resolve it through T-Mobile, Apple diagnosed the issue as a logic board failure and advised me to return the phone.On July 1st, a T-Mobile chat *** promised a store-based ***lacement and said Id receive updates via text. No confirmation came. After following up days later, I was told to contact Assurant, who informed me there was no claim on file. Another T-Mobile agent then told me the previous *** ***** even have authority to initiate a ***lacement. After a long, frustrating process, a *** named ******* G finally issued a ***lacement.On July 7th, I went to the store to pick up the device. They refused to exchange it because the ***lacement phone they originally sent me had a green screen and was now being flagged as physical damage. This is falsethe device was defective upon arrival. I never dropped or damaged it. A store *** told me to escalate to a supervisor. After nearly 3 hours on chat, a supervisor agreed to send a new phoneonly for another *** ******** to inform me that no iPhones were available.After two months with no working phone, I was offered only a $150credit. I still have no functioning device.This experience shows a complete lack of accountability, misleading customer support, and unacceptable delays. Ive paid for insurance and service I never received. Im asking for immediate resolution and accountability for what I believe constitutes deceptive business practices.Business Response
Date: 07/15/2025
July 15, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23567749
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 7, 2025, regarding the above-referenced 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 replacing a defective handset.
After a thorough review T-Mobile confirmed the customer has our Protection 360 feature which provides a replacement device for malfunctions covered by the limited warranty. Protection 360 customers may contact ********************** directly at **************. For any issues not covered by the limited warranty, customers are advised they may discuss replacement or repair options by contacting Assurant directly toll free at ************** or visit **********************.
Our records confirm that the customer received a replacement device from Assurant in May of 2025. From mid-May through early July of 2025, the customer contacted our ************* regarding issues with their replacement device from Assurant. In early July of 2025, ************* ordered a replacement device to be picked up at a T-Mobile retail location. Our records indicate that the defective device was reviewed and determined to be ineligible for a replacement under the warranty and recommended the customer file an insurance claim. The same day, the customer spoke with ************* who advised they cannot order another warranty replacement and provided an account credit. Our review found that our customer was later provided a new device at no cost in an effort to resolve their concerns.
T-Mobile contacted the customer on July 9, 2025, to address their concerns and appreciated their feedback. 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.
****** ******
Executive ResponseCustomer Answer
Date: 07/15/2025
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:07/07/2025
Type:Billing 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.
Urgent Complaint Mishandled Trade-In, Billing ******************* of Account RecordsBusiness Response
Date: 07/15/2025
July 15, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23566950
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 7, 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 promotional offers.
Our records show that in late October 2024, the customer activated service with one voice line on the Go5G Plus single line plan and enrolled in AutoPay which provides a $5.00 monthly discount. At the time of activation, the customer took advantage of our Equipment Installment Plan (EIP)with the purchase of a ******* handset to be paid in 24 monthly installments. At the time of purchase,the customer was approved for the ******* Activate ********: $800 off with New Voice Line on Go5G Plus/Next offer.
However, on the same date as the activation and equipment purchase, the original voice line was cancelled,and another voice line was moved to this account via a Change of Responsibility (COR). A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. As the original line that was activated and associated with the equipment purchase was cancelled, the promotion was removed from the ******* Activate ********:$800 off with New Voice Line on Go5G Plus/Next offer.
To resolve this matter, on July 11, 2025, our office provided a resolution to the 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.
***** *****
Executive ResponseCustomer Answer
Date: 07/15/2025
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. However, it should be noted that with the *** being referenced by T-Mobile in this response, I was told I could keep my old phone number and it would not affect the promotional offer. I was unaware of internal processes being implemented that caused the billing of equipment issue that I tried to have fixed with T-Mobile for over 8 months.
Sincerely,
****** ********Initial Complaint
Date:07/07/2025
Type:Delivery 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.
I was told I can get 4 free iPhones when turning in my current phones I shipped my phone back through *** with tracking number and receipt. T-Mobile has told me the package was lost with *** and penalized me for the charges on my bill. I should have a 4000 credit towards my bill but now Im being charged for phonesBusiness Response
Date: 07/15/2025
July 15, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re:Your File Number: 23566423
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 7, 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 missing device promotion due to trade-in issues.
After a thorough review, T-Mobile records indicate that the customer purchased four Apple iPhone devices on an Equipment Installment Plan (EIP), while trading in four handsets to meet the promotion requirements. Our records indicate one EIP was enrolled in the promotion; however, the remaining three lines were not due to the trade in handsets not being scanned in as returned. This resulted in three EIPs being charged the full installment price.
On July 10, 2025, our office spoke to the customer and addressed their concerns and added the promotion to the remaining three lines. 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.
******** *******
Executive ResponseCustomer Answer
Date: 07/15/2025
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,
******* *****
T-Mobile USA, Inc. is NOT a BBB Accredited Business.
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