Business Profile

Mobile Phone Service

Metro by T-Mobile

Headquarters

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Complaints

This profile includes complaints for Metro by T-Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,178 total complaints in the last 3 years.
1,224 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:07/29/2025
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 of 2025, I called TMobile to switch our carrier using their keep and switch rebate program. I sent what they required. Now, 5 months and 7 calls later, I still do not have the rebate. They continue to send me from rebate department to resolution department. With each call, I'm given another hoop to jump through. Then they tell me that my time has ran out. Of course it has because they keep telling me that they never received the email, then I was told that the bill from ******* was unable to be read, then it was my time lapsed, and now they didn't receive another email, that was sent through their link. They are refusing to send my rebate of $733.92 and I don't know what to do.
Business Response
Date: 08/01/2025
August 1, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23672471

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 our Keep and Switch promotion and not receiving a rebate for this offer.

Keep and Switch allows customers switching to T-Mobile from an eligible carrier to get reimbursed for their previous carrier's remaining device payment balance, up to $800.00 per line via a virtual prepaid Mastercard,maximum of four per account. This is contingent upon activating a new voice line, porting their number to the new line, and submitting proof of eligible device financing within 30 days of activation.

Our records reflect our customer completed the submission for Keep and Switch outside of the promotional window and lacked sufficient proof of eligible device financing. As such their submission for reimbursement was denied.

On July 31, 2025, our office spoke with the customer and discussed 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.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention.

Very truly yours,

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

**** *******
Executive Response
Customer Answer
Date: 08/01/2025

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:07/28/2025
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.
Phone line is currently suspended. I've had so many issues, I just want to leave the company. I have ordered another phone from a different company. I know cancelling service, I'm responsible for the money owed which should be sent in a bill. I need to switch my phone number over but T-Mobile refuses to give a transfer pin because they need to send a code and can't do that unless the phone bill is paid. I need the port out pin so I can transfer service. I've had my number 14 years. I had issues with not getting all my texts. It's been ongoing and I need to just switch.
Business Response
Date: 07/31/2025
July 31, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23665184

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 their request for a temporary Port-Out PIN that was denied.

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. If customers are unable to receive a Temporary Port-Out PIN via those channels, they may contact T-Mobile directly for assistance by calling T-Mobile at toll-free at **************. It should be noted that a Temporary Port-Out PIN can be used to port out any mobile number on an account, and it is valid for four days upon generation. Once customers have received a Temporary Port-Out PIN from T-Mobile, they must provide the Temporary Port-Out PIN to their new provider as well as any additional account information that may be necessary for porting their number.

Pursuant to T-Mobile policy,customers may be suspended when payment in full is not received by the payment due date. Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response or with our ************* or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip. Our records confirm the customers account was recently suspended, restricting outbound calls. Our records confirm that the customer contacted ************* to request a Temporary Port-Out PIN, however due to the accounts suspended status they were unable to receive the Temporary Port-Out PIN.

Our office contacted the customer on July 30, 2025, to address their concerns and reached an amicable resolution to 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 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,

******** ********
Initial Complaint
Date:07/24/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
T-mobile have sent information to collection agency Credence Excellence Beyond relief for $210.00. I don't know anything about. I have been with tmobile about 20 yrs and had no problem until I cancel them in ******* 2025. I was not under a contract, nor did I owe for a new phone. I spoke with the collection agency he said from 15 yrs ago. I still had same number , bought new phone from tmobile. No one has never said that i owe them . How come tmobile did not contact me or sent me bill. I lock out of the tmobile apps. When I call t-mobile they would not speak with me concerning this. When I cancel my phone in ******* said if I owe anything they will sent me a bill. but he said since I cancel in the middle of the billing cycle may not owe anything. Now im in a situation about credit now. Please I need your help.
Business Response
Date: 07/28/2025

July 28, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23649383

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 our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns pertain to final billed charges after cancellation.

After a thorough review of the account, our records confirm the customer transferred their line of service to another service provider. Please be advised, the arrangement to transfer the lines of service was made directly with the customers new wireless service provider and not with ******** whose only involvement in this transaction was to cancel the requested lines of service after their new wireless service provider took control of them. Pursuant to T-Mobiles policy, customers remain responsible for all charges incurred through the end of their current billing cycle. It is important to note, upon the successful cancelation of an account, customers will lose access to view and/or make changes to their account via **************** and/or the T-Life app. However, final bills are mailed to the address on record.

Our review confirms that as the account remained in delinquent status and payment was not remitted, the account was referred to a third-party collection agency.

On July 28, 2025, our office spoke to the customer and addressed 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.

******** Derrick
Executive Response

Customer Answer
Date: 07/31/2025

Complaint: 23649383

I am rejecting this response because: Hello, my name is Anneatha **** I would like to close my complaint. But I'm still don't agree with tmobile. But thank you for your help.

Sincerely,

******** ****
Initial Complaint
Date:07/22/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is regarding an unresolved issue tied to my device insurance claim through Assurant (Claim #*******).I returned my device within the required timeframe, yet Assurant incorrectly charged my account $566.00. ******** has acknowledged that the returned device was received and that this charge was made in error. Despite this, I am now being told I must pay $566.00 in addition to my regular bill this month.I have made multiple calls in an effort to resolve this issue. Unfortunately, T-Mobile has not been willing to remove the charge, place it on hold, or assist in coordinating with Assurant to correct the error. This is unacceptable, especially since the charge has been acknowledged as a mistake.
Business Response
Date: 07/28/2025
July 28, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23636932

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 22, 2025,regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to a handset claim that was completed with Assurant.

Please be advised that T-Mobiles Protection 360 feature is provided through Assurant, a third-party company. The Protection 360 feature offers device replacement in the event of hardware issues (i.e.mechanical breakdown), accidental damage, loss, and theft.

Our records reflect in March 2025, the customer filed a claim for a damaged handset with Assurant. Please be advised that in each replacement box, a set of instructions is provided to inform our customers how to return their non-working equipment and to avoid being charged a non-return fee. Our records indicate the damaged handset was not received. As such, our customer was charged for the non-return fee and applicable taxes in June 2025. In June of 2025, the damaged device was received and a refund for device was processed on our customers account.

On July 24, ********* speaking with our customer, we were able to amicably resolve 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,

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

***** *******
Executive Response
Customer Answer
Date: 07/28/2025

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 did not want to take matters this far but could not get a resolution with the three different employees and two supervisors I spoke with.

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 bought a phone and it says it's still locked and it won't unlock until 180 days. I need it unlocked now, I already bought the phone.
Business Response
Date: 08/01/2025

August 1, 2025

FILED ELECTRONICALLY

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

Re: Princess *******
Your File No. 23635170
Metro by T-Mobile Account No. *********

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 22, 2025, regarding the above-referenced account.

T-Mobile regrets any concerns Princess ******* may have experienced regarding our Mobile Device Unlock policy, and we appreciate the opportunity to respond. Mobile Device Unlocks are available for devices that meet the following eligibility criteria, which are available at ******************************************************************************************, and include:

The device must be purchased from Metro by T-Mobile.
The device must not be reported as lost, stolen, or blocked.
365 days must have passed since the devices activation date.

Please be advised that for warranty exchange handsets, the beginning of the 365-day period is based on the original handsets activation date, not the activation date of the warranty exchange handset. The above requirements apply to handsets purchased after May 1, 2024. It should be noted that for handsets activated prior to May 1, 2024, the activation period requirement is 180 days.

Upon review, we confirmed Princess ******* was utilizing a Bring Your Own Device (BYOD) Apple iPhone handset with the ******************** Equipment Identifier (IMEI) ending in 75892. This handset was activated on June 3, 2025, on the number ending in 1857. It is important to note, we verified the handset in use is fully unlocked and eligible for use with another provider. T-Mobile regrets any inconvenience to Princess *******.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention. Customers may contact ************* either by dialing **************** or 611 from their handsets during the hours of 6:00 a.m. 2:00 a.m. CDT. ********** may also be reached at the address listed below.

Very truly yours,

METRO BY T-MOBILE

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

Customer Answer
Date: 08/01/2025

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,

Princess *******
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 used to be a T-Mobile customer but recently switched over to ***** I bought a phone from T-Mobile on installment plan. I paid monthly installment as long as I was their customer. When I ported over I paid off my phone with them. Now when I am trying to unlock the phone they are saying that phone (I bought it brand new at a T-Mobile store) was used by ***************** as a business phone and ***************** owe them $100,000 or past due on the account hence they will not unlock the phone. I bought the phone and paid it everything. They event sent me a bill showing the remaining balance to payoff the phone hence I paid the amount listed on the bill and paid it off. How can they say that phone belongs to ***************** and they owe T-Mobile money so they wont unlock the phone. Is this a joke? Am I being played? I need answers and I am not getting any from their customer service.
Business Response
Date: 07/30/2025

July 30, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23634649

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 22, 2025, regarding the account referenced in the above-mentioned file number. Please be advised the customer has been designated as an authorized user on the 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 Mobile Device Unlock (MDU) for their handset.

Please be advised, MDUs are available for those devices that meet our eligibility requirements which are available at ********************************************************************************. ******** records reflect that at the time of the customers request to unlock the device; the handset did not reflect usage and the customer was required to use the handset for a minimum of 40 days to meet the eligibility requirements

Upon receipt of the correspondence from your office we completed the unlock request as a courtesy. We have confirmed the device now shows fully unlocked.

T-Mobile contacted our customer on July 24, 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. 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.

Sincerely,

***** ****
Initial Complaint
Date:07/21/2025
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.
Because I changed our phones to a different carrier I was no longer able to log in to the account to close the account. I have explained this to T-Mobile **************** by phone on 2 different occasions. Each time they have said that someone from their company will contact me about this but I have received no communication from them.I have explained to them that they will notice no call activity on either of the 2 numbers associated with this account, and I asked them to close the account. So far, they have not done this, and are telling me that they will charge me again next month.
Business Response
Date: 08/01/2025
August 1, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23634169

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 to this matter. In reviewing this matter, their concerns pertain to attempting to cancel the account after moving to a new carrier.

T-Mobile takes account security seriously and is committed to enhancing the protection of our customers' accounts. As part of this commitment, beginning March 4, 2025, T-Mobile implemented Two-Factor Authentication (2FA) for postpaid account verification. This security measure requires customers to verify their identity using two distinct factors, which may include the account PIN/passcode, and a one-time PIN sent to their device. As our customer was unable to receive the one-time PIN, they were advised to visit a T-Mobile retail location with a government-issued ID to verify their account before access could be granted.

On July 25, 2025,our office contacted our customer and reached an amicable resolution. Furthermore, we provided them our contact information should they have any additional questions regarding this matter. T-Mobile regrets 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,

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

***** May
Executive Response
Customer Answer
Date: 08/01/2025

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:07/21/2025
Type:Billing 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 had changed services to T-mobile from ***** By doing so I had to trade in my phones, to get their phones. I have yet to receive the rebate on one of the phones. Its over $680. I now have a collection on my credit because of this. T-mobile refuses to give the promised discounts of friends and family and first responder. Thus my monthly bill is high, they say it takes cycles to adjust but want me to pay an incorrect bill amount, in hopes it will be fixed maybe 3 months later?/ But still hold my phone hostage. this is not right
Business Response
Date: 07/30/2025

July 30, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23632065

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. ******** is pleased to report we have resolved the customers concerns to their satisfaction.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. Upon review, the customer's concerns relate to a device rebate and a recurring monthly discount.

After a thorough review, T-Mobile confirmed that the customer submitted a request for the Family Freedom program. However, the submission was denied due to the account being in a past-due status at the time of review. As the program eligibility requires the account to be in good standing, the request could not be approved.

Additionally, our review found that the customer is currently on a nonFirst Responder rate plan. Please note that enrollment in First Responder or similar promotional plans is subject to specific eligibility requirements. Customers have the flexibility to change their rate plan at any time through the T-Life app, provided they meet the criteria for the selected plan.

T-Mobile contacted the customer on July 28, 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,

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.

Sincerely,

***** *******
Initial Complaint
Date:07/21/2025
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.
Have called three times in the last 45 days to cancel services. I keep getting billed for lines that I am no longer using.
Business Response
Date: 07/28/2025

July 28, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23631993

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. Please be advised we have made attempts to contact the customer, which have proven unsuccessful.

T-Mobile regrets any concerns our customer may have experienced, and we appreciate the opportunity to respond. In reviewing this matter, we confirmed the customers concerns are pertaining to their billing statement and cancellation request.

After a thorough review, our records confirm that the customer originally activated their account with two voice lines, one wearable line and one Mobile Internet line of service and subscribed to the agreed upon rate plan on each line. In reviewing this matter, our records confirm that our customer contacted our ************* team to request a Temporary Port-Out PIN, which T-Mobile provided. The customer ported two of their lines to another carrier. T-Mobile does not have record of why the remaining lines were not ported out. As such, the wearable line and one Mobile Internet line remained active with T-Mobile. Our customer later contacted our ************* to request cancellation of all remaining lines. However, our review found that only the wearable line was scheduled for cancellation at the end of the billing cycle. Our customer later reached out to request cancellation of the remaining line, which was then scheduled for deactivation at the end of the current cycle.

Should our customer wish to discuss their concerns, they may contact our office directly using the contact information provided in our contact attempts.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention.

Very truly yours,

T-MOBILE USA, INC.

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

Customer Answer
Date: 07/28/2025

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:07/21/2025
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.
My wife and I cancelled our T-Mobile cellular service on April 13, 2025. I switched to **** that day, and she switched to Consumer Cellular 3 days later. After reviewing my quarterly credit card statement, I noticed T-Mobile has billed me for 3 additional months since, totalling $774.72. When I called, I did not have my account PIN, so I was advised to go to a T-Mobile store location (*******, **). We went to the store and verified our identities in person. The store manager facilitated a call with customer service. The call escalated to 3 different service people, the last of which could not figure out the issue and promised to call me back on Wednesday of last week. I never got a call. **************** won't interact with me without an account PIN, and I can't reset my pin because I can't receive their confirmation text. I am out of options. I am an outside sales ********* I'm getting emails from customer that claim my phone is out of service, while others are having no problems reaching me. I'm losing income. I also have an ongoing health issue and my medical community has been struggling to reach me with time-sensitive information. My lack of resolution to both the billing, and now the service issues are wreaking havoc with my life. I need someone to take ownership at T-Mobile and nobody has been willing to do so.
Business Response
Date: 07/31/2025
July 31, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23629530

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. Please be advised that the complainant is not the account holder of record; however, T-Mobile has confirmed the complainant has been designated as an authorized user on the 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 porting issue and billing dispute.

T-Mobile records indicate that the customer had two voice lines of service which are billed monthly for their respective rate plans and optional features. On April 13, 2025, the customer contacted our ************* team to express their intent to change wireless providers. ************* assisted the customer by providing a Temporary Port-Out PIN along with the necessary information to facilitate the request.

On the same date, T-Mobile received a port-out request from another wireless provider for one of the customer's voice lines. However, on May 13, 2025, that request was systematically canceled when the new carrier did not complete the port within the required 30-day period following confirmation. Regarding the second voice line, T-Mobile was unable to verify that a port-out request was ever received. As a result, both lines remained active and continued to be billed monthly for their respective rate plans and optional features. Further, as the customer authorized AutoPay, the monthly balance due was automatically debited using the stored payment method supplied by our customer, and it is T-Mobiles position that the payments debited were authorized.

T-Mobile takes account security seriously and is committed to enhancing the protection of our customers' accounts. As part of this commitment, beginning March 4, 2025, T-Mobile implemented Two-Factor Authentication (2FA) for postpaid account verification. This security measure requires customers to verify their identity using two distinct factors, which may include the account PIN/passcode, and a one-time PIN sent to their device. If a customer is unable to verify their PIN/passcode or receive the one-time PIN, they must visit a T-Mobile retail location with a government-issued ID to verify their account before access can be granted.

On July 2, 2025, the customer contacted our ************* to report that they were continuing to be billed despite having ported out both lines of service and requested assistance with canceling their account. Our records indicate that the customer was unable to verify the account. As a result, ************* referred the customer to the nearest T-Mobile retail location with a government-issued ID for further support.

On July 12, 2025, the customer visited a ******** retail location. Our retail team partnered with our ************* team to address the customers concerns. Upon review, our teams found that both voice lines remained active on the account. Per the customer's request, T-Mobile canceled both lines on the same date. In the customers correspondence to your office, they indicated that they received reports from individuals stating their mobile number was out of service. It is important to note that, because both lines of service were never ported out and were canceled by ******** at the customers request, the mobile numbers were no longer able to receive incoming calls after this date.

Please note that we have no record of the customer contacting us regarding these concerns prior to their conversations with ************* on July 2, 2025. Further, ******** reviewed the customers billing statements and found that the services were used. Therefore, it is T-Mobiles position that the charges are valid.

On July 24, 2025, our office contacted the customer to apprise 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.

Sincerely,

***** ******

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