Business Profile

Mobile Phone Service

Metro by T-Mobile

Headquarters

This business is NOT BBB Accredited.

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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

4,176 total complaints in the last 3 years.
1,219 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:07/28/2025
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 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: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:07/20/2025
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 had originally entered into a phone contract with T-mobile on 02-26-2018 for a 2-year commitment. In 2022 I bought a new phone straight from the Apple store but retained T-mobile as my carrier with no contract. Unbeknownst to me there was another phone number associated with my account from the day the account was established which was never used i.e. no activity EVER.On April 9, 2025 my ************ for ************ was transferred from T-mobile to Xfinity when I bought a new Iphone. The billing should have stopped as of that date or nearest beginning of new billing cycle.I discovered they have continued to direct debit me for $50.19 each month (May-June-July 2025). for the aforementioned line that has never been used, knowing that I no longer intended any further cell service with T-mobile, for a total of $150.57. The *** at the store apparently knew what happened as soon as he looked into my account and basically told how me I should call them, not say I cancelled the original account, but ask them about the last date of activity on the other line *************). I guess somehow to circumvent the system as he said If I mentioned the original line was cancelled, they would not help me and I would be out the amount of my claim. Sounds fishy already. His name is **** **** **T-mobile would not verify my credentials on the phone when I held on for **************** for 18 minutes and insisted I had to go back to the store. Once I made contact once again with Mr. ** in the store, he insinuated that I did not handle it correctly and now all he could do was get the second line cancelled but in no way could help assist with a refund on a legitimate claim.This is wrong and an obvious deflection so people cannot get a legitimate issue corrected and to keep peoples money on a fraudulent basis.
Business Response
Date: 07/28/2025

July 28, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23627935

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 20, 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 charges associated with a line that should have been cancelled.matter.

T-Mobile regrets any concerns the customer may have, and we appreciate the opportunity to respond. After thorough review of the account, T-Mobile records reflect the customer activated the account in February 2018, with one voice line. that was subscribed to our One plan unlimited 55 rate plan. In November 2019, the customer activated a new line of service, purchased a new handset and took advantage of our Equipment Installment Plan (EIP). 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. The first notice that T-Mobile received regarding a dispute of the second line and associated charges was in July 2025, when the customer requested to cancel the line.

On July 23, 2025, our office contacted the customer and provided an amicable resolution to the customers satisfaction. Furthermore, we provided them with 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,

T-MOBILE USA, INC.

******* Sanchez
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:07/19/2025
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.
Attempting to resolve a charge on an account that I have never received service. **************** has been terrible with no response and leaving me on hold without feedback or a resolution. At times the shuffle me from agent to agent without any help or assistance. This account is now in ********** collections and never should have ever gotten this far.
Business Response
Date: 07/26/2025
July 26, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23625339

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 19, 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 billing.

After thorough review of the account, we determined that the customer activated service in December 2024, and had one voice line subscribed to our Essentials 55+ rate plan. The customer elected to enroll in our AutoPay service. Furthermore, between December 2024 and March 2025, the customer contacted ************* about a SIM card that was sent to them, and they indicated they had not received it. Regrettably the customer was unable to verify the account PIN/passcode or a one-time PIN and was referred to in a retail location. It is important to note that we were unable to substantiate a request to cancel the service therefore the account was billed correctly according to the selected T-Mobile rate plan.

In April 2025, AutoPay was removed from the account due to a previous payment that was returned unpaid by the customers financial institution. As the account remained active with an outstanding balance, it was cancelled for non-payment in July 2025. T-Mobile engages third-party collection agencies for pre-collection assistance to collect on past due balances. Please note that although the customer received a correspondence from an outside collection agency, in this capacity as a pre-collection agency, they have not reported the debt to the credit bureaus.

On July 23, 2025, our office contacted the customer and reached an amicable resolution to the customers 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.

******* Sanchez
Executive Response

Customer Answer
Date: 07/26/2025

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. Although there are numerous notations in the response from TMobile and the account that was mentioned as active was in fact not active. Also the failure of T-Mobile support or lack thereafter with numerous attempts to resolve with support and placing my call on indefinite hold and the responsibility of the reply from T-Mobile in this complaint has left me with disappointment. It showed T-Mobile not accepting responsibility and further puts the blame on the customer. I in fact, will never be a T-Mobile ****** again and will vioce this to my friends and family. I am accepting the resolution as this does close my account mentioned and zeroing out the balance. I would rate this company as very negative with never taking ownership of this complaint.

Sincerely,

***** *******
Initial Complaint
Date:07/19/2025
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.
I am filing a formal complaint against ******** for unfair billing and deceptive business practices. T-Mobile charged me for services I did not use and then made it nearly impossible to cancel or resolve the ********** Feb-Mar, I added two lines to my T-Mobile account. After a dispute about hidden fees, I ported out my number to a different carrier, and was told that would cancel my account. Three months later, I discovered T-Mobile had continued billing me for the two lines I never used. I was charged over $390 without authorization or usage.When I called T-Mobile to resolve this, I was told I could not cancel or dispute the charges because they could not verify my identity unless they sent a verification text to the very numbers I no longer had access to. I explained this was impossible. After 40+ minutes of back-and-forth, one *** said I could try going to a T-Mobile store for help.I went to a T-Mobile store, showed my ID, and asked for help. The store verified my identity but still refused to cancel or resolve the billing. I called support again from the store, and the phone *** contradicted the store and said they also could not help then hung up on me.The in-store *** tried to help by calling T-Mobile support herself. After an hour call, she told me the issue was all solved. But the next day, I received another bill.That same *** told me that T-Mobile makes it intentionally hard to cancel accounts, and that they often exhaust customers into giving up and paying charges they shouldnt have to. I now believe this is a pattern of behavior by the company.******** has refused to refund the charges, continues to bill me for unused lines, and has threatened to send the balance to collections.I am requesting:A full refund for the three months of charges Written confirmation that nothing will be ***orted to credit agencies An investigation into these billing and cancellation practices Sincerely,Fares *****
Business Response
Date: 07/24/2025

July 24, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23624594

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 19, 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 account remaining active and a billing dispute.

After a thorough review of the account, our customer ported out their line, however, there were two lines that remained active on the account. ******** has no record of request to cancel these lines. Therefore, the lines remained active and billed accordingly. Our customer subscribed to our AutoPay and their payment method was charged for the monthly recurring charges for the remaining lines. Our customer disputed two of the payments with their financial institution. The returned payments were reversed, and the balance was updated on their account to reflect as owed.

On July 23, 2025,our office contacted our customer and discussed their concerns. T-Mobile was able to reach an amicable resolution with our customer. 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,

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

******** *******
Executive Response
Customer Answer
Date: 07/26/2025

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,

Fares *****
Initial Complaint
Date:07/18/2025
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.
In July 2024, we switched from ******** to Spectrum as our mobile phone provider due to costs. At the time, we had numerous phone lines with them and several devices as well. However due to the monthly cost, we saw Spectrum as a better option. We decided to payoff all our devices and bring them to Spectrum. This started in early July 2024. When my wife's phone would not switch over as t-mobile kept saying we still owed a balance, which we paid according to their website, we could not activate her phone on Spectrum. The *** told us a balance to pay and we did so. A few hours later, her phone transferred to ********. After this,.all we had with t-mobile was my 6 year old daughters watch line so we could stay in contact with her while she was at summer school.I started receiving my new statement feom t-mobilenshoqinf just her watch line, but it also showed an over $200 credit on my account. We overpaid on our devices even though we were told to do so by a t-mobile employee when trying to transfer my wife's phone. I called them in April 2025 and asked for the overage to be sent to me. They said they could only do it of the watch service was canceled and a p***aid card would be mailed to me. I also asked if after cancelation I could bring the kids watch back online, and the *** said yes. I proceeded with canceling the remaining watch line.I called back as summer was about to start and was told I could NOT bring tje watch back, without adding a phone line. This is despite having the watch be it's only line before I canceled it. To this day, I still don't have my overpay from t-mobile and got another statement fellow them showing the credit.T-mobile has taken my money while also offering deceptive programs, trying to force cellular service to accompany a watch line for a child.
Business Response
Date: 07/28/2025
July 28, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23618418

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 18, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to a refund for a credit balance, a watch line, and porting out a number from the account.

Our record reflects in July 2024 the line referenced in the letter to your office was successfully ported out from our customers account, which cancelled that line with T-Mobile. After porting out their numbers, the customers account remained active with one mobile internet line, which continued to bill according to the selected rate plan and features. Please be advised, the customer continued to receive a monthly Recurring Device Credit (RDC) promotional discount each month, which increased the credit balance on the account until the final RDC was applied to the account.

The account was canceled in full in May 2025 when the last remaining line was cancelled. After the account was canceled, a credit balance remained on the account. Please note that refundable credit balances can be refunded after the account has been cancelled for 30 days; this allows for any late billables to be assessed. Refunds can be sent to our customers financial institution upon request or via pre-paid card even if the account is still active. Additionally, watches can be active on a standalone watch plan without an active voice line. We regret if our customer was advised differently regarding this matter.

On July 21, 2025, upon speaking with our customer, we were able to amicably resolve their concerns to their 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 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,

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

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