Business Profile
Mobile Phone Service
Metro by T-MobileHeadquarters
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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
- 4,412 total complaints in the last 3 years.
- 1,409 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/22/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Approximate date July-Through September Approximate amount paid $300-400 ****************************** We purchased T-Mobile internet service and phone service. Over the last 3 months our internet and phone service has completely dropped multiple times a month for hours at times. Today the internet/phones have been out for the last 8 hours. During outages, I cannot make a phone call, our phones go into SOS mode, I cannot receive a text or use the internet. After each outage, I file a complaint which goes nowhere. I try and research the reason for the outage which I can never get a reason. The internet usually drops during the week between Monday-Friday. I'd estimate the outages to be ***** hours a month. I can understand an outage here and there, but this is happening all the time now. I'd like a full refund and a reason for why this keeps happening. This problem has caused many issues and hassles. The reason we switched our internet/phone provider is due to T-Mobile commercials stating how great they are and the services they can provide. Before we switched our services, we contacted ******** and were assured they could provide us with both internet and phone service. Please BBB can you help resolve this issue.Business Response
Date: 09/29/2025
September 29, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23919264
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 22, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer may have experienced regarding their account, and we appreciate the opportunity to respond. In reviewing this matter, we have determined the customers concerns are pertaining to their coverage.
It is important that if customers experience any difficulties with the service, that they provide ************* details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments.
Our office spoke with our customer on September 25, 2025, and escalated their coverage concerns to our Engineering team for further review. On September 29, 2025, T-Mobile contacted our customer and confirmed they are no longer experiencing the coverage concerns. We are pleased to report we reached an amicable resolution to our customers concerns. Additionally, we provided the customer with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
T-MOBILE USA, INC.
***** **********
Executive ResponseCustomer Answer
Date: 09/29/2025
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,
**** CurtainInitial Complaint
Date:09/22/2025
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Subject: Complaint Against T-Mobile Unjust Billing After Cancellation Dear Better Business Bureau:I write to formally complain about T-Mobiles billing practices. Below are the relevant facts and legal references:Facts On August 11, 2025, I canceled my T-Mobile service and ported my number to a new provider on the same day.I received an invoice from T-Mobile charging me $154.59 for the entire month of August 2025.T-Mobiles justification was that my billing cycle ran from August 9 to September 8, and because I canceled on August 11, they assert I still owe the full cycles charge, even though I used only a portion of that ********* effect, I am being billed for nearly a full month of service I did not receive.I believe this billing approach is unfair and contrary to consumer protections under federal law.Business Response
Date: 09/29/2025
September 29, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23916332
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated September 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 final account billing.
After a thorough review, T-Mobile determined that the customers concerns are with being charged for a full billing cycle when they ported out mid-cycle.
On September *******, T-Mobile contacted the customer and resolved this matter with them. Should our customer have any additional questions or concerns regarding this matter, they may contact us at the contact information that we provided to them.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
*****************
***** ***********
Executive ResponseCustomer Answer
Date: 09/30/2025
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:09/20/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I contacted metropcs about my account today and since I disconnected the phone line an agent that I spoke with around 10:30-10:45 decided to purposely lock my account without my permission so I dont have access to my account nor can I pay my bill ! And when I called to speak with a supervisor named FAITH she was unhelpful stating to wait until tomorrow night at 11pm ! Now my phone bill is due and I have to wait to access my account ! I will also send this complaint to the CEO OF ********Business Response
Date: 09/23/2025
September 23, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
************************
Re: Your File No. 23913312
To Whom It May Concern:
Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile). As such, ******** 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 September 20, 2025, regarding the above-referenced file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to a recent experience with ************* regarding their account security.
Please be assured Metro by 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 T-Mobile employee failed in any way to display that during our customers recent contact with our ************* Team.
Please note Metro by T-Mobile takes account security seriously. Metro by T-Mobiles account verification policy states that if an account has a PIN/passcode, it is the first piece of information that is requested by ************* to gain access to the account. If a customer does not remember their PIN/passcode, they can change their PIN/passcode by receiving and verifying a one-time PIN that is sent to their ********************** handset. We regret any inconvenience to our customer.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST.
Thank you for bringing this matter to our attention.
Very truly yours,
METRO BY T-MOBILE
***** *******
Executive ResponseInitial Complaint
Date:09/17/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We setup an account with T-mobile Business for cellphone services and internet for my business, Discount Auto Glass. The sales *** had stopped responding to texts and phone calls without fully setting up the account, the systems weren't fully functional. I've taken at least 6 hours either on The phone with corporate or in the store. The first phone call took 1.5 hours after them making the cancelation very difficult as they offer no questions asked 30 day cancelation period . Was told that the account was canceled and the phones we were to keep them and return the router. After visiting the store I was told no such thing was done and the account was still active in their system, mind you I couldn't use the services. I store they finally was able to get the return started and was told I would recieve a email with return appoval confirmation and return labels. I only got the confirmation and return label for the router and only the confirmation email for the cell phones. I again called T-mobile corporate to ask them to send the return label it took them a while to just tell me they cannot see the approved return/confirmation even when I gave them the conformation reference number, they claimed it didn't exist. Was told to go to the local store. Again I went to the local T-mobile where the sales *** spent 1.5 hours assisting by calling and got the same answer as I did earlier. He was able to find a back door to force the return, they still charged me a restocking fee and says there is a balance in the account that will be billed out at the next statement date. Services promised wasnt delivered as they sales *** failed to complete the "porting over" the phone numbers to make the devices fully usable. I would assume this amounts to fraud.Business Response
Date: 09/25/2025
September 25, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23900521
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated September 18, 2025,regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to the request to cancel their account.
After a thorough review,T-Mobile confirmed that the account was activated August 2025, and multiple devices were purchased through an Equipment Installment Plan (EIP). T-Mobile provides a return period to all customers allowing them to use the service to see if it meets their needs. If the customer found the service was not acceptable, they could have cancelled service within this period and have only been responsible for the service charges, fees and taxes incurred through the date of cancellation. Our review found that all the equipment was returned successfully September 2025, which was outside of the return period. However,the account was not cancelled at the time of returning the equipment.
T-Mobile contacted the customer on September 19, 2025, addressed their concerns, and came to an amicable resolution to resolve this matter. Additionally, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
*****************
******* *****
Executive ResponseCustomer Answer
Date: 09/27/2025
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 based on the phone call.They stated during a phone call, they will refund all fees and will send a gift-card for any payments that were made an amount of $210 and any fees that may have been auto drafted. I would close this case long term as long as this issue is resolved fully. Other wise I reserve the right to pursue this again.
Sincerely,
****** *****Initial Complaint
Date:09/17/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On are around August 12, 2025 I ordered a new phone (IPhone 16EWhite) from the web-site of ********** I did not understand the *** card was virtual and could not get the phone connected.I took the phone the to the T-Mobile store on *************************, ** for assistance. ***** the store employee assisted me but could not get it fixed due to me not having my account information. When he scanned my ID it rejected it.ELEVEN YEARS ago when I first purchased a Sprint phone the associate misspelled my name ***** ****. My legal name is ****** Jean ****; three years ago I got married so now it is ****** Jean **** *******. However I never changed the spelling on the Sprint account because I had no problems with the service. ****** the Manager at the store advised my account was locked up because the T-Mobile system would not accept my ID. If I had the account code he could get them to unlock my account. Well I did not have a code I was given eleven years ago. On the eighth straight day of me going to the County Line store, ****** called customer service and asked if they could just insert another N in my name it would unfreeze my account. The customer service agent said they could not and transferred ****** over to the *********. The ********* stated they could not help and the call should go the **************** But they are only available via email.****** submitted an email and was told the escalation ***** would contact me in 24 hours. ****** inserted in the email to not the attempt to call me because my phone was on SOS. And I could not answer any calls, correspondence had to be via email. ***** **** **************************************** Phone #**********Business Response
Date: 09/26/2025
September 25, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 23899085
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 17, 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 activating a new device and account verification.
On August 13, 2025, our customer visited a T-Mobile retail location for assistance with the activation of a new device. Our customer was unable to verify the account, and it was discovered that the customers name on file did not match the name on their government-issued identification. Our retail location attempted several times to assist the customer with a resolution. As the customer was unable to provide the PIN associated with the account, and the handset had not yet been fully activated, alternate methods of verification were attempted, but were unsuccessful. T-Mobile records confirm that the device purchased on our customers account was returned and received within our return period.
On September 19, 2025, T-Mobile contacted our customer and reviewed the above findings. T-Mobile was able to reach an amicable resolution with our customer. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
T-MOBILE USA, INC.
**** ******
Executive ResponseCustomer Answer
Date: 09/26/2025
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,
****** J **** *******Initial Complaint
Date:09/17/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up for ********'s $30 a month per line for 55+, and we only have two lines, (there's only the two of us and only our two phone numbers), but they charge us for 3 every month with the threat to interrupt our service if we don't pay. I'm 60, finishing my MBA, doing Home health care w/o pay, I need my phone for work and she needs hers for medical appointments. I can't earn a living because constantly dealing with them keeps me occupied.Business Response
Date: 09/23/2025
September 23, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 23895604
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 17, 2025, regarding the account referenced in the above-mentioned file number. Please be advised we have made attempts to contact our customer, which have proven unsuccessful.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to their monthly recurring charges.
T-Mobile records show that our customer has two voice lines and is subscribed to our Essentials Choice 55 rate plan. After a thorough review, T-Mobile has confirmed that billing has been accurately applied to both lines, and no discrepancies were found.
Should our customer like to discuss this matter further our office has provided them with our contact information, via email and voicemail, in which we can be contacted directly.
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 ResponseInitial Complaint
Date:09/16/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
When I signed up with ********** was promised a free line, an additional 15% off my account and other perks to switch from ***** Each month I was promised the 15% would take a few billing cycles to be applied and the **** would say they can see that the discount was applied. After a few months and the return period ended where I could cancel my services without being charged, customer care said they couldnt apply the 15% discount. I need $25 per month to be applied to my account for the 2 year period or for each billing period.Business Response
Date: 09/22/2025
September 22, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 23894934
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 16, 2025, regarding the account referenced in the above-mentioned file number. T-Mobile is pleased to report that we have resolved this matter to our customers satisfaction.
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 a service promotion that was not applied to their account.
After a thorough review T-Mobile confirmed that the account and all qualifying promotions have been successfully applied to the account and are reflective in the monthly recurring cost of service. Our review found the promotional free line credit was successfully applied to the account and in turn reducing the overall cost of the monthly service charges.
Please note that T-Mobile's Work Perks offer allows eligible new and existing customers to receive a 15% discount on their monthly plan charges while enrolled in the Experience More or Experience Beyond plans. However, it is important to note that this discount cannot be combined with any free line promotion or other service promos. Although the account did not qualify for our Work Perks discount, our ************* team has applied manual credits to offset this discount.
T-Mobile contacted the customer on September 22, 2025, addressed their concerns, and reviewed their monthly recurring charges. At that time, T-Mobile applied additional credits to help offset the Work Perks discount the account did not qualify for. The account was also enrolled in a recurring monthly credit for the next 12 months. The customer is satisfied with the resolution provided and considers this matter resolved to their satisfaction. Additionally, we provided them our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
T-MOBILE USA, INC.
****** ******
Executive ResponseInitial Complaint
Date:09/16/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing a complaint against MetroPCS (Metro by T-Mobile).MetroPCS shipped my tablet to the wrong address and admitted fault, yet they insist I must wait for a *** investigation before receiving a replacement. This delay has exceeded any reasonable ************ addition, MetroPCS has still not completed porting my original phone number to their service, which prevents me from regaining access to crucial personal accounts.I ask that *************************: Expedite shipment of the tablet they owe me. Immediately finalize my number port. Offer a reasonable credit for the disruption and inconvenience.Thank you for your help in obtaining a fair resolution.Sincerely,****** ******* ************************************************************************************************************* *************************Business Response
Date: 09/23/2025
September 23, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
************************
Re: Your File No. 23894764
To Whom It May Concern:
Metro by T-Mobile is a brand operated under ***************** (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 September 16, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customersconcerns are pertaining to online sales order for a tablet.
After a thorough review T-Mobile confirmed the customer purchased a T-Mobile Revvl Tablet at no cost with a new mobile internet number. However, the shipping address order was incorrect,and the T-Mobile Revvl Tablet is currently being returned to T-Mobile per UPS.
The customer did pay $20.00 for the Tablet Unlimited SD Video 2 GB HS rate plan, which provides the tablet with unlimited high-speed data and 2 GB of hot spot data. It is important to note that per the Terms and Conditions that were agreed upon at the time of activation, *************** is non-refundable (even if returned during the return period or if the account is canceled), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.
However,we recommend the customer reach out to our online support team regarding their order and refund request by visiting our website at **************************************** under HELP>ORDER SUPPORT. The customer can also order a new tablet today with promotion by visiting a Metro by T-Mobile retail store or via our website referenced above.
It is also important to note once the package is received and verified by the warehouse team, the next step is refunding approval, which is subject to meeting the return and refund policy guidelines. Considering the refund approval times, including the return shipping process with UPS. It may take up to three weeks for the customer to receive their refund. The customer also has the option to work directly with their financial institution regarding their payment.
Regarding the customers request for a port-in of their mobile number, we recommend they contact ************* at the number provided below for assistance. The customer must provide us with their previous carriers account number, phone number and PIN number to complete the port in.
We respectfully decline any compensation. As of September 23, 2025, the account remains active, and the mobile internet line was not activated. 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,
METRO BY T-MOBILE
***** *******
Executive ResponseInitial Complaint
Date:09/16/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Late august early September I added a tablet on my account for *************************. I have warranty for this tablet just incase. All together I pay ***** a month for my service every 29th now. Last night September 16th my tablet had a software update in which when it finished it stood stuck on ******** loading screen al night . I woke up early on the next day 17th of September and I googled what I should do to Troubleshoot. I did a factory data reset or atleast tried to and from there on my tablet never turned back on . I tried multiple chargers and still nothing. So I called *************************** conclusion of ths phone call the representative told me i was all set to go to the store and get my warranty with no charge I had to make sure because I dont have money currently . Upon me arriving to metro I asked the clirk if they can get into my account and see any notes they told me no . And that I would still have to pay that they werent sure what the representative told me and why they told me . So I called again and this representative tells me I dont have warranty . On a recorded line mind you I asked to speak to a supervisor because now Im being told different things . Thats when the supervisor ******* M gets on the call and tells me this problem doesnt seem right at all . And encourages me to ask the store clirk if I can just get the tablet and activate it myself . Clirk says no and the supervisors best bet was to tell me either cancel my line which I paid for already . Or lower the tablets account to 5$ a month so Im not to pay that much come the 29th my due date. Basically Im stuck with a tablet they sold me thats malfunctioned. And warranty thats due to me Im being charged for . And best thing the supervisor tells me is cancel my line or lower it to 5$ a month until I can pay than Id be able to put it back up to 20$ a month . Aside from my phone and WiFi . Which comes to $***** a month I already paid for .Business Response
Date: 09/23/2025
September 23, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
************************
Re: Your File No. 23893413
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 September 16, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer may have experienced regarding their tablet, and we appreciate the opportunity to respond. After review, we have determined our customers concerns are pertaining to the warranty on their tablet. The customer activated their account in October 2021 and activated a new line of service for use with a tablet device on August 1, 2025.
Please note, Metro by T-Mobile provides a warranty of devices up to 12 months from the initial purchase date. If the device is not functioning properly or stops functioning for any reason covered by the warranty, customers may bring their device to a ********************** authorized dealer location. If the problem is deemed to be in warranty,an exchange fee will be charged in-store, and a replacement device will be ordered. Warranty replacements are sent to the authorized dealer location. Upon delivery, customers may visit the authorized dealer location to complete the exchange. Customers may also contact the device manufacturer directly to arrange for a warranty exchange. It is important to note that our customers tablet device is still covered by the limited 12 month warranty.
Based on the above, we our customer may visit a retail location, pay the warranty replacement fee, and complete a warranty exchange. Should our customer have any additional questions regarding this matter, they may contact our ************* at the number below. 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,
METRO BY T-MOBILE
******* Kazusa
Executive ResponseInitial Complaint
Date:09/16/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a ******* z fold 5 with active protection . recently my phone got black line on the screen at the fold and one half of the screen stated pixelating and other half is good . there are signs of physical damage the screen is good with out any cracks and it was not fallen rom any where so it is a clear sign of meachinical issue . the quality of display was not good it was not my fault. but when i called t mobiles they are saying to caim it in physical damage . even thoug it was not my fault they want me to take responcible for the quality issue . assurance stated clearly that unless there are any cracks or physical damage they cant accept the phone . *** paying 25 $ per month for the protection and no is really helping men in this issue kindly go through this issue and resolve it my contact number ************Business Response
Date: 09/23/2025
September 23, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re: Your File Number: 23892659
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile)is in receipt of your correspondence dated September 16, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to a device replacement due to screen issues with their ******* ************* 5.
Please be advised all new T-Mobile devices to come with a limited one-year manufacturers warranty. Customers also have the option to subscribe to T-Mobiles device protection plan provided by Assurant, Protection 360,during a qualifying event such as the purchase of a new device. Our records confirm our customer is subscribed to Protection 360. It is important to note that handsets with folding screens (such as the ******* Z Fold and Z Flip), when a foldable screen appears to be damaged, cracked, or pixelation/lines at the hinge, device manufacturers support these foldable screens. The replacement or repair of foldable screen protectors is not covered by T-Mobile warranty exchanges or device protection.
After thorough review,T-Mobile records reflect a Handset Exchange was processed when our customer contacted Customer Care. Please note,our customer would be notified when the device was available for pickup at a local retail location, and at which time, they will assess the damaged device and further assist with the Handset Exchange process.
On September 17, 2025,T-Mobile contacted our customer and advised them on the above-referenced information. As a replacement device was in the process of being provided to our customer, they accepted that as a full resolution. Should our customer wish to further discuss this matter, they are welcome to contact our office as we provided them with our contact information.
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.
***** *****
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