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
- 4,416 total complaints in the last 3 years.
- 1,414 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:09/16/2025
Type:Customer Service 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.
On July ******* I purchased another phone for my husband with Metro pcs. He has had this service over 10years. I paid close to $200. His last phone was on AUTOPAY FOR $46, and came out of the acct every 14 th of each month. On Aug 14, 2025 I noticed the amount being withdrawn , and assumed everything was fine. September 5th his phone was turned off , and I found out it was for the balance due of $61, which is the amount t of the new phone bill. I paid it, well September ******* another $46 was taken from my account , so I called ********************** Pcs located at ***********************************. ****** , a very helpful employee explained to me the error that was made by the employee that assisted me. She failed to cancel the other acct , when she transferred my husbands phone over, and that was the reason for the $92 dollars still being pulled from my acct. Well The next day September 15th, 2025 ****** called me back and told me they can stop the autopay, just bring the old phone but As far as reimbursement for my $92 dollars taken they cant do anything, per his District Manager. I explained to him thats unexceptable, and the fact that the error was on their behalf wasnt a reason to take my money. I even asked that they credit my husbands acct. Its not fair that they can take my money , and just dismiss the problem as , an OL WELL! Please advise.Business Response
Date: 09/23/2025
September 23, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
************************
Re: Your File No. 23890126
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 15, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to a payment dispute for their service on their account and another payment of $92.00.
After a thorough review T-Mobile confirmed a payment of $46.00 was made via ******* to the customers account for service. On the next day, the customer canceled their account and AutoPay. We did not find a payment of $92.00 made to the account. We were also not able to locate the new account for review.
Please be advised 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.
Should the customer have concerns with their new account, we recommend they contact ************* by dialing 611 from their ********************** device. We also recommend the customer work directly with their financial institution regarding their payment disputes. We confirmed the previous account remains canceled including the AutoPay. T-Mobile regrets any inconvenience to the 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:09/15/2025
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.
The billing statement from T-Mobile as attached has a mistake: Page 2, Equipment, Handsets - there are 2 phones that had installment plans: one is iPhone 16pro, and another one is iphone 16Pro max. The 16 pro is for line ************. 16 pro max is for another line ************. T-Mobile mistakenly listed both of the phones under line ************. While they admitted the mistake but only agreed to provide me verbal correction. I need fomal correction of the above mistake, which is related to reimbursement from a different carrier. Verbal correction is not acceptable by the other carrier. ******** refused to provided me that.Business Response
Date: 09/22/2025
September 22, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23888800
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 15, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customer concerns are pertaining to two Equipment Installment Plans (***) that were assigned under one line on their account.
After a thorough review, T-Mobile confirmed that between September 2024 and October 2024, our customer elected to take advantage of our *** option via ******************************* with the purchase of two Apple handsets associated with the same voice line. Since the date of purchase, the equipment reflected on the same mobile number. Please note ******** has no record of our customer reaching out regarding the numbers associated with the ***.
In September of 2025, our customer elected to pay the remaining *** balances for both Apple handsets in full, in addition to cancelling their account by porting four of their voice lines, closing their account. As the *** became closed with the payoff, T-Mobile is unable to modify which voice line the *** was associated with.
On September 17, 2025, our office contacted our customer, and we addressed their concerns. ******** was able to reach an amicable resolution with our customer. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
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: 09/22/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you!!!
Sincerely,
******* *****Initial Complaint
Date:09/15/2025
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.
On September 5, 2025, MetroPCS/T-Mobiles executive office (Ms. ***** *******) informed me that a replacement *** card for my tablet line had shipped. This *** card was necessary to activate a promotional tablet I was offered as part of a MetroPCS ******* of September 15, 2025, I have not received the *** card. Despite multiple follow-ups on September 12 and September 15, MetroPCS/T-Mobile has not provided a tracking number, carrier information, or delivery confirmation.I depend on this tablet for my certification coursework. The ongoing delay has caused me to lose multiple days of study time, preventing me from completing assignments and making measurable progress toward my educational goals. This has resulted in a loss of opportunity and disruption to my education.I have attached screenshots of my email exchanges with Ms. ******* and MetroPCS/T-Mobile, as well as relevant account and ticket records, to document the continued non-delivery and lack of tracking information.This matter is also the subject of FCC Ticket #******* and Maryland Attorney General Case MU-******.Business Response
Date: 09/23/2025
September 23, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
************************
Re: Your File No. 23888436
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 15, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to a mobile internet line and service.
After a thorough review T-Mobile confirmed that due to an inadvertent error, the mobile internet number was not activated. To further assist we submitted a trouble ticket for review. Our technical teams advised that the *** card may have been defective and shipped a new *** card to the customer. However, we did not ship the *** card with a tracking number and the customer advised they did not receive it. We advised the customer to visit a ********************** retail store to purchase a new *** card and offered to credit the account for the cost, however, the customer declined. To further assist, we shipped another *** card via regular mail to the customer and there is not a tracking number.
T-Mobile was able to resolve the system issue and activated the mobile internet line. We also advised the customer to provide us with the *** card number once they receive it for activation. Regrettably, the customer requested to cancel the mobile internet line, and it was canceled. We applied courtesy credit to the account in the amount of $50.00 to the account. T-Mobile respectfully declines any further compensation or credit. We regret any inconvenience to the 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 ResponseCustomer Answer
Date: 09/23/2025
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,
Fabriano *********Initial Complaint
Date:09/15/2025
Type:Order 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 canceled my phone with TMobile. I spoke to **** and was informed that since I canceled 5 days in the billing cycle that my prorated amount would be $75 and a new bill will be sent to me in a few months. Today I received a bill from ***************************** for $239.24. Please help.Business Response
Date: 09/20/2025
September 20, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23887553
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated September 15, 2025,regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customer concerns are pertaining to their final billing statement.
After a thorough review, T-Mobile confirmed that our customers account was activated with two voice lines. T-Mobile has reviewed the account and confirmed the two mobile numbers were transferred to another service provider on May 10, 2025. Our customers billing cycle ran from the 29th of one month to the 28th of the following month. Pursuant to T-Mobile policy, customers are responsible for all charges through the end of their service term.
Our records show that the billing statement that generated prior to cancellation remained unpaid, which resulted in late fees being assessed on the past due balance for three consecutive months. As the balance remained unpaid, in September of 2025, the account was referred to a third-party collection agency for further collection efforts.
On September 18, 2025, our office contacted our customer and addressed their concerns. T-Mobile was able to reach an amicable resolution with our customer. Furthermore,we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
T-MOBILE USA, INC.
****** ****
Executive ResponseInitial Complaint
Date:09/15/2025
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.
Me and a friend purchased the ******** from MetroPCS by T-Mobile, she went through a woman from one of the locations for ******** services instead of the lady giving her her own account with her own login and information. The agent added another line to her own personal account instead of separating the customers account we went in three different times and the third time I went and paid in cash I didnt receive a receipt and I sat at the store for two hours. the ******** itself didnt last for two days before it started going out as is the reason to why we kept getting boxes switched out. My friend reached out to the woman who sold her the product. She never responded back about a refund or about the services not working.Business Response
Date: 09/22/2025
September 22, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File No. 23885786
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 15, 2025, regarding the account referenced in the above-mentioned file number.
After reviewing the correspondence from your office, T-Mobile is unable to locate an account using the information provided. As we are unable to locate a current or formerly active account for the customer, we are unable to provide further details at this time.
If the customer wishes to provide their account information listed below to help us locate the account, of course we will review the information and respond to the dispute should we locate an account:
Primary Account Holder name and address (the person who is contractually responsible for the Account)
Complete 9-digit Account Number (if possible)
Primary Account Holder ******** wireless number
Wireless number that is the subject of the Dispute
Account Brand Type that is the subject of the **************** Sprint, Metro, and/or Assurance Wireless.
Please note that if the customer is not the Primary Account Holder or a listed Authorized User, we cannot provide or disclose account information, which includes the name of the Primary Account Holder or any other identifying information. As such, the customer must be the Primary Account Holder or Authorized User for us to provide detail in response to their dispute.
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:09/15/2025
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.
Changed our contract without explanation paying more than original contract priceBusiness Response
Date: 09/20/2025
September 20, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: File Number: 23885508
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated September 15, 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 to this matter. In reviewing this matter, the customer concerns are pertaining to a recent increase to the monthly billing.
After a thorough review,T-Mobile confirmed that our customers account is active with two voice lines.Please be advised that our records confirm there has been no rate plan change on our customers account. However, our records confirm that in November of 2023, our customer elected to take advantage of our Equipment Installment Plan (EIP) with the purchase of two new handsets, which each handset is billed in 24 monthly installments. Subsequently, as our customers account met the requirements for our available promotions at the time of their upgrade, each handset was enrolled in our available promotions, reducing the cost via 24 monthly Recurring Device Credits (RDC). In February of 2025, due to an inadvertent system error, the promotion was removed from one of the voice lines, increasing our customers monthly recurring charges. Our customer reported concerns over the promotion not reflecting with ************** and was issued account credits.
On September 18, 2025, our office closed the above-mentioned EIP. Should the customer have any additional questions regarding this matter, they may contact our office using the 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 ResponseInitial Complaint
Date:09/15/2025
Type:Sales and Advertising 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.
On January 6 I was told I had cancer stage 2 when I returned home I made an agreement with ******** for a hardship program I was to pay 60 a mouth til my bil was paid down I had some people pay 170 twice to bring my bill down faster I was going to pay the rest but something came up but I payed my bill for the mounth ******** tried to ****** me in paying the remainder when I payed my bill already and cut my phone off so now my doctors cant get I. Touch with me they need to be held accountable for there actionsBusiness Response
Date: 09/22/2025
September 22, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
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Re: Your File Number: 23885075
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 15, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to a billing dispute.
T-Mobile records indicate our customer worked with ************* on August 1, 2025, to take advantage of a hardship payment plan. On this same day our customer had a new billing statement post that was due on August 21, 2025. On August 27, 2025, our customer established a two-part payment arrangement. As this arrangement was not met services were suspended due to the delinquent balance.
Our office contacted the customer on September 19, 2025, and addressed their concerns. We were able to reach an amicable resolution with our customer. Additionally, we provided the customer with our contact information should they have 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:09/15/2025
Type:Customer Service 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 been with this company. For a while now and I keep complaining everyday about my cable service. The internet is not connecting. But people will not resolve it or fix it. You ask for a customer discount. The folks tell you, they are not able to do that. I think that it's so rude that it's inconvenience I'm up in age. I live on a Montana income. I cannot afford to keep living like this.Business Response
Date: 09/20/2025
September 20, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23884910
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 15, 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.
After reviewing the correspondence from your office, T-Mobile is unable to locate an account using the information provided. As we are unable locate a current or formerly active account for the customer, we are unable to provide further details at this time.
If the customer wishes to provide their account information listed below to help us locate the account, of course we will review the information and respond to the dispute should we locate an account:
Primary Account Holder name and address (the person who is contractually responsible for the Account)
Complete 9-digit Account Number (if possible)
Primary Account Holder ******** wireless number
Wireless number that is the subject of the Dispute
Account Brand Type that is the subject of the **************** Sprint, Metro, and/or Assurance Wireless.
Please note that if the customer is not the Primary Account Holder or a listed Authorized User, we cannot provide or disclose account information, which includes the name of the Primary Account Holder or any other identifying information. As such, the customer must be the Primary Account Holder or Authorized User for us to provide detail in response to their dispute.
T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
T-MOBILE USA, INC.
******* *******
Executive ResponseInitial Complaint
Date:09/15/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I need an invoice and they have not give me one. Thats against Federal and State law. I want invoices for my phones and I Have been given the run around from store to phone and each one just points out at the other every time. I even was in a store that told me to call customer service and i called them right there and them and they told me to go to the store.Business Response
Date: 09/25/2025
September 25, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 23884599
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 15, 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 request for documents.
Our records show in September 2025, our customer remitted two payments for their previously established Equipment Installment Plans final balance, via web. Please be advised that due to an inadvertent error our ************* was unable to locate the receipts mentioned above, when the customer later on requested them.
Please be assured T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during the customers recent contact with our *************.
On September 24, 2025, upon reaching the customer we advised them of the above-mentioned details. In addition, we provided our customer with the requested documentation via email. 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 ResponseCustomer Answer
Date: 09/25/2025
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:09/14/2025
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.
Metro has committed the crime of blocking my mobility and filtering my access and has hacked my accounts for years refusing to help me with metro support even going so far as to ask me what I was doing to have my mobile data blocked instead of allowing me my rights as an American citizen and their customer.Business Response
Date: 09/22/2025
September 22, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
************************
Re: Your File No. 23882121
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 15, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer may have experienced with their account, and we appreciate the opportunity to respond. After reviewing the correspondence from your office, T-Mobile is unable to locate an account using the information provided. As we are unable locate a current or formerly active account for our customer, we are unable to provide further details at this time.
If our customer wishes to provide their account information listed below to help us locate the account, of course we will review the information and respond to the dispute should we locate an account:
Primary Account Holder name and address (the person who is contractually responsible for the Account)
Complete 9-digit Account Number (if possible)
Primary Account Holder ******** wireless number
Wireless number that is the subject of the Dispute
Account Brand Type that is the subject of the **************** Sprint, Metro, and/or Assurance Wireless.
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
***** *******
Executive Response
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