Business Profile

Cell Phone Supplies

T-Mobile USA, Inc.

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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

27,321 total complaints in the last 3 years.
7,993 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/30/2025
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 was charged over $400 for international phone calls when I had a block for excess charges. I kindly request for them to be refunded back onto my account. My phone number is **********
Customer Answer
Date: 08/01/2025
Please close case as this has been resolved
Initial Complaint
Date:07/30/2025
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.
They charged us twice for a bill that was a payment arrangement made on June 20th. We have requested they refund back the extra one that we were charged. They have not returned the money nor have they made any attempt to return it. Weve made multiple requests and they claim we can wait for a few days each time. We check our bank and they have not sent it. This is wrong.
Business Response
Date: 07/31/2025
July 31, 2025

FILED ELECTRONICALLY

Better Business Bureau
****************************
*************************

Re: Your File Number: 23674133

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 30, 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 payment dispute.

Our records confirm that our customer authorized a payment arrangement with two installments to be deducted from their bank account. Further records indicate that the customer remitted a manual payment the same day as the payment arrangement was deducted from their account. Further records indicate that on the same day, the customers second payment was returned unpaid by their financial institution and charged back to the account.

Our customer then contacted ********************** several times to request a refund. Although a missing payment escalation was submitted, T-Mobile did not receive the necessary documents to fully investigate their concerns.

Our office contacted the customer July 31, 2025, and resolved their concerns amicably. 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 ********

******** ****
Executive Response
Customer 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. They did finally initiate a refund. *******; *************** stated that they never received a refund payment from t mobile. In light of the issue our bank initiated their own temporary amount while we awaited t mobile to send the refund amount. That never happened and our bank had to collect what they gave us. We were told that t mobile had turned auto pay as we requested awhile back due to these concerns. We did arrange a payment arrangement which was supposed to be just two payments and not three. We paid the first half, as for the second half I paid that also. They still proceeded to withdraw that second payment a second time through auto pay even though we not only had that turned off where we can pay them ourselves as we do but we had also paid that payment earlier that same morning that they took it out a second time. We are satisfied that they returned our money that they overcharged so long as this does not occur again.

Sincerely,

*******-*** Hash
Initial Complaint
Date:07/25/2025
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 traded it on my phone on May 14th at the tmobile store located at ************************************. An associate manager or manager name Synquetta help me with this I upgraded my paid off iphone 13 pro for a Iphone 16 pro max. I told her I am trading in the device for the market value that can be deducted from the iphone 16 pro max 7/23 automatic payment was taken out of my account the bill was $80 over the last invoice. I looked at the invoice from June payment and the invoice from July 2025 payment and see my plan was change from essential to experience more. I spoke with a *** through 611 and was told the change was made in stores. I advised I DID NOT authorize a plan change I was tild there was nothing they can do since the change was made in the store. I went to store to advise the employee of this and they told me to wait for Synquetta to come in I called 611 for help while I was inside the store and advised them of the situation. I spoke with *****; he was able to help with switching my plan and my trade in value BUT ***** told me he was NOT able to provide a refund because the plan change was made in the store and essentially it was fraud because I did NOT authorize this change the associate in stores provided me with Synquetta schedule 7/24 I entered the store and requested to meet with Synquetta she remember our conversation and that we NEVER discussed a plan change and the agreement was only to trade in the device for the value of it and the iphone ************************************* to give her 24 hours as she is going to reach out to her manager for approval as she is not authorized 7/25 I called the store and ask for an update; was put on hold and told she will call me back as she is busy I have a recording of this interaction as I felt the need to have this on file at this point with all the back and forth on this issue I am still waiting on a response Ive been a customer of ********************** for over 10 years and have never had an issue until now.
Business Response
Date: 07/31/2025

July 31, 2025

FILED ELECTRONICALLY

Better Business Bureau
*********************************************************

Re:Your File Number: 23656554

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 26, 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 rate plan change.

Our records reflect that our customer activated their account in August 2010 with four voice lines of service which subscribed to our T-Mobile Essentials rate plan. In May 2025, our customer took advantage of our Equipment Installment Plan with the purchase of an Apple iPhone handset. A rate plan change to our Experience More rate plan was completed as well to take effect with the start of our customers next billing cycle.

Our records reflect that the customer contacted our ************* in July 2025 to request a rate plan change back to their previous plan and this was completed to take effect with the start of their new billing cycle. Additionally, our customer was provided a billing credit for the additional charges for the rate plan change. Please be assured 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 retail location.

Our officer contacted our customer on July 31, 2025, to discuss their concerns. We advised them of the above information and were able to amicably resolve this matter. 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 Response

Customer 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,

Mullyca Han
Initial Complaint
Date:07/24/2025
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.
On 7/19/2025 spoke to T-MOBILE supervisor ****** about changing my plan as I only need 1 line as my wife is very ill with dementia and has no idea how to use a phone. So ****** quoted me what another wireless company offered so I would stay with them Which was a "FREE" iphone 16 with my iPhone 13 trade in @ $55.00 per month. A few days later I get a bill for $105.00 so I call them and speak to supervisor ****** who proceeded to tell me ****** is not a supervisor but not to worry as he will make this right for me and offered me the same free iphone 16 but the monthly will be $60.00 and I agreed after he said he will email me all the quotes he promised the next day..Never received anything from ****** so I called again and spoke to another "supervisor" who proceeded to tell me neither of them are supervisors and should not have quoted me any pricing as they work in a different department so the best they will do is charge me $75.00 plus taxes a month and I have to pay for the phone upgrade as I only get a small trade in value and now I have to box up the new phone and send it back with a possible restocking charge and move over to another wireless carrier..Thank you,**** ******
Customer Answer
Date: 07/28/2025

******* *********, a supervisor at T-Mobile has taken over my account and rectified all the issues and problems I had and he has made everything correct
Initial Complaint
Date:07/24/2025
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 contacted Tmobile in January 2025 regarding unlocking a T mobile phone I had which was not being used. I was told that I would have to have a T mobile sim on the phone for 60 days before ti could be unlocked and also that there would be no charge for it. So, they sent me a sim that I put in my old phone. But Tmobile started charging me $45 every month for it despite being told that it was free. I called back and had the charges reversed but had to keep the sim since the phone could not be unlocked. I kept getting billed monthly and I was told that i would just need to call back to get it reversed every month until the phone could be unlocked. I finally got the phone unlocked in July but t mobile would not refund the monthly charges. I have not used the phone for anything in the last 6 months other than to call tmobile. I kept this line only since they told me that is the only way to unlock my phone. I have made no outgoing calls or texts or used any data on this phone. I want all the charges refunded.
Business Response
Date: 07/30/2025
July 30, 2025

FILED ELECTRONICALLY

Better Business Bureau
****************************
*************************

Re: Your File Number: 23649230

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 24, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns the customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, we have determined the customers concerns are pertaining to ********************** Device Unlock (MDU) and refund requests.

Please be advised, MDUs are available for those devices that meet our eligibility requirements which are available at ****************************************************************************************************; Per T-Mobile policy, the handset must have been active on the T Mobile network for at least 40 days on the requesting line to qualify for a MDU.

T-Mobile records reflect that at the time of the customers MDU request, the handset did not reflect usage on the T-Mobile network; therefore, the customer was required to use the handset for a minimum of 40 days to meet the eligibility requirements. As such, the customer opted to activate a line of service to use the handset on our network and was charged accordingly.

T-Mobile contacted our customer on July 29, 2025, and advised them of the above information. We are pleased to report that the customers handsets in question have been confirmed as being unlocked. Additionally, we were able to reach a resolution regarding the customers billing concerns. Furthermore, we provided the customer with our contact information should they have any additional questions regarding this matter. We regret any inconvenience to our customer.

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 Response

Customer Answer
Date: 07/30/2025

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. Thank you very much for your help in resolving this.

Sincerely,

******* *********
Initial Complaint
Date:07/24/2025
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 been a MetroPCS since the early days at MINIMUM 15 YEARS. I have been disabled for 10 years. Im 62 years old and its 100 degrees outside and the nearest MetroPCS store is Marshall ***** 29 miles from me, my car a 1994 ***** LS 400 with ******* miles, yes over 31 years old over 300k miles , everything me and it old and it 100 degrees.30 miles from home in between nothing but ***** not help. AND MY METRO PHONE NOT WORKING! JUTS A TAD STRESSFUL FOR MY MAYBE NOT THE AVERGAE PERSON FOR ME A MOUTAIN! My 4 year old Metro PCS phone has had multiple drops over 4 years , first hairline cracks, then on the last one the screen quit working. COULD NOT ACCESS ANYTHING. I attempt to switch to my new identical backup METROPCS phone on line, I wasnt capable of doing so or its not possible I surrendered after 1 hour. I ****** nearest Metro Store its says Marshall ***** 30 miles from me, says it opens at 9AM. I arrive at 8:45 AM its closed door says 10:00am EVERYDAY. 9:05 not a soul in site so ****** was incorrect , and later during this the employee stated she was aware of that yet didnt get it changed been like that for years not days well our door says 10am was what she spouted off to me when I mentioned it, my response do customers drive up and look at your door or look on the internet to see when you are open. She was the impiety of entitled, unknowledge, employee, with a attitude. Told me she was helping me really? Is she getting paid or she a volunteer ? She isnt helping me she is doing her job sorry to interrupt her tweets with her boyfriend and friends.I walk in at 9:54 am after she arrives. Explain I want my old phone deactivated and the brand new identical METROPCS phone activated. Her response do you want a new number IDK do you want to update all your bank, Social Security, medical ,personal, on and on with a new number from the one youve had last 15 years? Huh? I knew right then this is going south. Well she says she cant do it because Metro
Business Response
Date: 07/30/2025

July 30, 2025

FILED ELECTRONICALLY

Better Business Bureau
****************************
************************

Re: Your File No. 23648367

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile). As such, T-Mobile provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated July 24, 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 a non-working device, ********************** retail store experience, and access to their account.

Regrettably,the customer was unable to verify the account information to obtain access to their account. On July 29, 2025, T-Mobile contacted the customer and address their concerns. T-Mobile confirmed the customer was able to obtain a new device on a new account with a new number. 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,

METRO BY T-MOBILE

***** *******
Executive Response

Customer 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.

THANK YOU Ms. *******

Sincerely,

***** Folks
Initial Complaint
Date:07/23/2025
Type:Product 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.
On February 10, 2022, I opened a T-Mobile account at the following store:T-Mobile - 525E ************************************ ************ ****813 | Register #: 27 | Transaction #: 1166 Account #: ******523 Customer: ***** *****-********* Phone: ************ At the time, I was given a monthly rate of $35 per line for three lines. Recently, I noticed that our bill increased to $40 per line an unexpected $15 monthly increase.I contacted T-Mobile customer service to inquire about this change. They acknowledged the error and agreed to refund the difference for the past four months, but declined to restore our original rate for future billing. This contradicts the terms I agreed to at signup and what I believe should be protected under T-Mobiles price lock or promotional guarantees.Despite multiple attempts to resolve this directly with T-Mobile, I was told they would not honor the original pricing moving forward.?Desired Resolution:I am requesting that T-Mobile:1.Restore my original $35/line monthly pricing, as was agreed upon at the time of activation.2.Provide written confirmation that the previous rate will be honored moving forward.3.Maintain transparency with customers regarding price changes and ensure they uphold their promotional commitments.
Business Response
Date: 07/29/2025
July 29, 2025

FILED ELECTRONICALLY

Better Business Bureau
****************************
*************************

Re: Your File Number: 23645886

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence regarding T-Mobiles recent rate plan monthly recurring charge update.

As costs and inflation continue to rise, in 2024 and 2025, T-Mobile made small adjustments to the pricing of some of its older rate plans for the first time in nearly a decade. On May 22, 2024, T-Mobile notified certain customers enrolled in older rate plans that their plans monthly recurring charge would increase as of their June or July 2024 billing statements. On March 13, 2025,T-Mobile began notifying a separate group of customers enrolled in older rate plans that their plans monthly recurring charge will increase as of their April or May 2025 billing statement. It is important to note that any lines impacted by a monthly rate increase in 2024 that remain on the same rate plan will not see another increase in 2025.

T-Mobile notified all impacted customers, by way of text message, email, and/or direct mail,about the rate increase and how the increase specifically impacts their account, including how much their current rate plan will increase, when to expect the increase, and where they can find more information. In most cases, the rate increase is $5.00 per line. All plan services, benefits, and due dates will remain the same. If any customer is interested in shopping for a new rate plan or would like to review our current rate plan offerings, we encourage them to contact ************* or visit *********************************************************************.

T-Mobiles long-standing commitment to offering low prices and the best value in wireless will never change. While making any adjustments to plan pricing is difficult, these updates will help us continue offering tremendous value for customers, as well as providing the experiences T-Mobile customers have come to love from us, well into the future.

Regarding these updates, we are aware some customers have inquired about Un-contract and T-Mobiles Price Lock and the difference between the two. First, it is important to note that whether a customer qualifies for Un-contract or Price Lock depends on when the customer activated their account and/or enrolled their already-existing account in a qualifying rate plan. Customers who activated their account before April 28, 2022, are not eligible for Price Lock, as T-Mobile did not begin offering Price Lock until April 28, 2022. Customers with Price Lock were not impacted by the recent rate increases. For more information on Price Lock, please visit our website at *********************************************************************************************.

Before Price Lock was offered, T-Mobile offered Un-contract. In particular, on January 5, 2017, T-Mobile began offering Un-contract, in which T-Mobile promised that if it ever raised the monthly recurring charge for a covered plan, customers who chose to leave **********************
as a result could have T-Mobile reimburse their last months service charge. That Un-contract promise applies to all customers who activated an account on a qualifying rate plan and/or enrolled in a qualifying rate plan between January 5, 2017 and April 27, 2022. Consistent with T-Mobiles Un-contract promise, any such customers impacted by the rate increase can request to have their final months qualifying service charge reimbursed if they choose to cancel service as a result of the increase. Customers simply need to cancel service and request reimbursement within 60 days of the price increase.

Here, our records show that this customer activated their account outside of the Price Lock period. As such, their account is not protected by Price Lock given their account activation date preceded the introduction of Price Lock. Their account, however, is currently eligible for T-Mobiles Un-contract promise. Therefore, our customer may request to have their final months recurring charge reimbursed, should they opt to leave T-Mobile because of the rate increase. The customer just needs to let us know within 60 days of the increase. If they wish to stay with T-Mobile, the account will remain active on their current T-Mobile rate plan.

On July 25, 2025, we spoke with our customer and addressed their concerns. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter. For additional concerns,please contact T-Mobile at ************.

Respectfully,

T-Mobile USA, Inc.

***** *******
Executive Response
Customer Answer
Date: 07/29/2025

Better Business Bureau:

I appreciate T-Mobiles response to call through phone and email and the resolution provided. The issue has been resolved to my satisfaction, and Im thankful for their willingness to make it right.

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:07/23/2025
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 purchased a phone on 4/26 from Tmobile and mailed my Galaxy in for a trade in. The original amount was ****** credit nothing at all wrong with the trade in but they said they can only give me ***** fair market value. This was not what they had advised. I called customer service they could not explain why the reduced amount. They then said they did not get the phone I told them I have confirmation. Then she said it's in the warehouse and they will call in 10 days. I have paid 2 bills since the trade in. I want my phone returned to me and no one has been able to assist me. I have not received the ****** credit my bill is now higher because I expected a credit and I am paying more for the new phone *** no supplement and they still have my phone now for 2 months . I have placed calls and had my case escalated with no resolution.
Business Response
Date: 07/31/2025

July 31, 2025

FILED ELECTRONICALLY

Better Business Bureau
*********************************************************

Re:Your File Number: 23640154

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 28, 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 device promotion.

T-Mobile records reflect that the customer took advantage of an Equipment Installment Plan (***) with the purchase of a ******* Galaxy handset, which was to be paid via 24 monthly installments. At the time of purchase, the customer agreed to trade in a ******* handset and as a result, they received a $69.00 trade-in credit and the *** above was enrolled in the *******: $500 off with Trade (Smartphone Trade ********* promotion and was scheduled to receive Recurring Device Credits (RDC) for the term of the ***, while maintaining eligibility. T-Mobile records reflect that the trade-in device was received at the trade-in center and as a result, the *** above was enrolled for the promotion.

On July 31, 2025, our office contacted the customer to appraise them of our findings, and we reached an amicable resolution. 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 USA, INC.

**** ****
Executive Response

Customer 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. Thank you I ended up calling them back after no response to my call. They did state on the next billing cycle I start getting monthly credit for my phone. Thank you for interceding I have been a tmobile customer for over 20 years it is ashame that I had to seek help

Thank you again

Sincerely,

**** ********
Initial Complaint
Date:07/23/2025
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.
Please see attachments
Business Response
Date: 07/31/2025

July 31, 2025

FILED ELECTRONICALLY

Better Business Bureau
*********************************************************

Re:Your File Number: 23640644

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 23, 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 service on their handset.

T-Mobile is always working to improve its coverage, and we regret any service concerns the customer may have experienced. 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. Although the coverage map at ****************************** does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on the customers account and based on the coverage map; confirms their account address is in an excellent coverage area with no known issues.

After a thorough review of the account, the customer has three voice lines of service, of which only one line is experiencing coverage challenges. The customer contacted ************* starting in March of 2025, regarding their handset randomly experiencing challenges with text messages. ************* provided troubleshooting as an attempt to resolve their concerns; however, during this contact, the call disconnected, and ************* was unsuccessful in contacting the customer back.

The customer purchased a new handset on the line of service that was having challenges in May of 2025, using T-Mobiles Equipment Installment Plan (***) wherein the customer agreed to 24 monthly installments. This purchase qualified for a promotion that was attached to the *** at the time of purchase. Please note that by purchasing T-Mobile equipment, customers receive a one-year Limited Warranty provided by the manufacturer of their device.

From June of 2025 through July of 2025, the customer contacted ************* concerning challenges only with the same voice line of service. During these interactions, ************* applied two courtesy credits. Additionally, ************* engaged our engineers who confirmed there was not service challenges at the location of concern and advised that the customer turn their Wi-Fi Calling off.

On July 24, 2025, our office contacted the customer and gathered more information to provide to our engineers for further investigation. Our engineers confirmed there were no T-Mobile network challenges at the location on file for the customer.

On July 28, 2025, our office contacted the customer and provided them with the information mentioned above. T-Mobile was able to reach an amicable resolution with 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 Response

Customer Answer
Date: 07/31/2025

Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********.
I am only accepting the business' response because they provided me with a credit of approx. $240 to my account. The representative states they believe its due to the phone apps or one of the apps on my phone? I was still unsure of this as it did not help my issue. However, I am tired of all of this and since they gave me a credit, I'll accept their response for now.

Sincerely,

***** ***
Initial Complaint
Date:07/22/2025
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 signed up for TMobile phone upgrade. I was promised one time credit and monthly credits based on my old device. I have contacted TMobile multiple times but they have not honored the credits. Every time they say it will be applied in few days but no action as of now.
Business Response
Date: 07/31/2025

July 31, 2025

FILED ELECTRONICALLY

Better Business Bureau
****************************
*************************

Re:Your File Number: 23636708

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 29, 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 monthly recurring charges and promotional offers.

Our records indicate that the customer activated service and took advantage of our Equipment Installment Plan (EIP) by purchasing a new handset, thereby agreeing to monthly installments for the new device. Our records also confirm the customer traded in an eligible device to qualify for a device promotion. However, the customer decided to return the equipment and purchase a different handset, within the buyers remorse period. However, the trade-in device was not attached to the new order and as such, the promotion was not enrolled.

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 customers recent contact with our retail location.

On July 30, 2025, our office contacted the customer and provided them with an amicable resolution regarding their promotion 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 Response

Customer 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,

********* ********

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T-Mobile USA, Inc. is NOT a BBB Accredited Business.