Business Profile

Mobile Phone Service

Sprint Now Part of T-Mobile

Headquarters

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Complaints

This profile includes complaints for Sprint Now Part of T-Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,463 total complaints in the last 3 years.
1,235 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:08/18/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
BBB Complaint ******************Complainant: **** ********* / ******************** Account #********* Company: ****************** Nature of the Complaint: T-Mobile has refused to unlock my iPhone 16e and has misapplied my account credits, resulting in unjustified charges and fees. On August 17, 2025, T-Mobile denied my unlock request, claiming my device is enrolled in an Equipment Installment Plan (EIP) with a $599.99 balance.
Business Response
Date: 08/21/2025
August 21, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23760440

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 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 Mobile Device Unlock (MDU) for their handset and additional fees.

Please note MDU are available to customers who meet our eligibility requirements, which are available at T-Mobile device unlock | T-Mobile Support. Our records indicate the device did not meet all the eligibility requirements due to the account reflecting a past due balance.

T-Mobile records confirm the customer contacted ************* disputing international roaming charges. After a thorough review,************* determined the charges were valid, however, as a courtesy, a refund was processed for the charges. As payment was not received timely, T-Mobile suspended the accounts ability to place outbound calls. As stated in our policy, if we suspend a customers service and then later reinstate it, a fee may be assessed. As such, the account was assessed a $20.00 plus tax restore from suspension fee when the account was restored. Please note that pursuant to T-Mobiles Terms and Conditions, late fees, subject to the maximum allowed by state law, may be charged if payment is not received by the due date specified on the billing notification. As such, it is T-Mobiles position, all charges are valid and owed.

On August 20, 2025, our office contacted the customer to discuss the matter. ********** was able to amicably resolve 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,

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

***** ********
Executive Response
Customer Answer
Date: 08/23/2025

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,

**** *********
Initial Complaint
Date:08/18/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,On 8/6/2025 a T-Mobile representative named *********** **** assured me that if I drove to the Apple Store to resolve my device issue, I would be reimbursed for my gas expenses. Relying on that promise, I made the trip. Now I am being told that I will not be reimbursed, even after I fulfilled my part.This is both unfair and misleading. I am requesting that ******** honor the commitment made to me and issue reimbursement for my travel costs as promised.Please escalate this matter if necessary. If this cannot be resolved directly, I am prepared to file a formal complaint with the BBB and FCC, as well as explore other remedies.
Business Response
Date: 08/20/2025

August 20, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23760438

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated August 18, 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, our customers concerns pertain to a credit and refund.

After a thorough review, T-Mobile confirms that the customer is enrolled in our Protection 360 feature for their Apple iPhone handset, which is administered by our partner, ******************. Protection 360 provides eligible customers with repair and replacement options, including $0.00 screen repairs at participating facilities, as well as handset replacements for a deductible, subject to terms and availability. According to our records, the customer contacted ****************** regarding a device display issue and was advised that a participating repair facility was not available within their coverage area. As a result, a replacement device was offered which the customer declined.

It should also be noted that repairs completed directly by ***** are outside the scope of T-Mobile, as ***** operates independently. Should a customer choose to complete repairs through *****, it is not within T-Mobiles policy to reimburse for any associated travel expenses. However, in an effort to amicably resolve our customers concerns, a one-time account credit of $98.30 was issued by ************** resulting in the account having a credit balance. A refund of this credit was requested but could not be processed, as it was applied as a non-refundable account credit per policy.

T-Mobile contacted the customer on August 19, 2025, addressed their concerns, and resolved their issues. 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,

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

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

Customer Answer
Date: 08/20/2025

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:08/15/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I hope this message finds you well. I wanted to take a moment to share my recent experience with T-Mobile, as it has prompted me to switch to **** after being a loyal customer for many years.I had been with T-Mobile for about 18 years, first on my mom's account and then on my own. Unfortunately, the customer service I've encountered at the ******* store has been quite disappointing. I often felt disrespected and ignored, and it shouldn't be necessary for me to drive to ********* or call ***resentatives from distant locations just to get the help I ******* a first responder, I expected to receive my discount automatically, but it seems there were issues with its application. I made a final payment on my balance yesterday, August 13, 2025, after speaking with a very helpful male ***resentative who explained the process to me. He informed me to let the *** at the store know, I was canceling as of Yesterday and they could do it in store faster than he could. The instore ***s, told me that was a "YOU Problem" and not a WE nor our problem. However, when I called back to finalize my cancellation, I encountered a different experience.The ***resentative I spoke with, *****, initially seemed helpful, but when I expressed my desire to cancel my service, she informed me that I would have to wait until my next billing cycle. I explained that I was willing to pay for the days I used the service, but I was surprised to hear that I would still be charged for a service I no longer wanted. It doesnt seem fair to pay for something I'm not using. I also found it frustrating that I was told I needed to keep my phone activated to cancel my account, which felt like an unnecessary additional charge. I had to pay to turn the phone back on. Given my experience, I would greatly appreciate it if someone could reach out to me to help resolve this issue. I would like to have my T-Mobile account canceled immediately, as I do not wish to pay for two phone bills.
Business Response
Date: 08/19/2025
August 19, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23750610

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated August 14, 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 the customers experience while attempting to cancel services.

On December 1, 2022, the customer activated their T-Mobile account. The customers four voice lines were subscribed to our Go5G Plus First Responder rate plan for $120.00 per month for the first two lines and $30.00 per month for each additional line. The customers two mobile internet lines were each subscribed to our Unlimited Tablet rate plan for $25.00 per month each with our Mobile Internet Discount. Please note, one mobile internet line received a $12.50 monthly discount through our Line Discount ******** offer.

On February 26, 2025, March 10, 2025, and April 2, 2025, T-Mobile sent the customer reminders to complete their First Responder reverification. However, the verification was not received. As a result, on May 2, 2025, the rate plan for the four voice lines was changed to our Magenta Max rate plan at a monthly rate of $150.00 for the first two lines and $35.00 per month for each additional line.

From July 22, 2025, to July 23, 2025, the four voice lines were cancelled when they were ported out to another wireless provider. On August 11, 2025, the account was partially suspended due to non-payment.

On August 13, 2025, the customer contacted ************* to discuss cancelling their account. On the same day, payments totaling $414.86 were submitted, which restored service and brought the account balance to zero. These charges included monthly service fees from July 2, 2025, through September 1, 2025, as well as restore fees. During the call, the customer was informed that cancellations are processed at the end of the current billing cycle; however, the cancellation was not completed.

Nevertheless, on August 19, 2025, T-Mobile spoke with the customer and cancelled the account. Additionally, T-Mobile processed refunds totaling $193.08 for the unused monthly service charges and the restore fees the customer paid on August 13, 2025. The customer should allow up to three business days for the funds to be returned to the original payment method. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

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

Customer Answer
Date: 08/19/2025

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:08/14/2025
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 a T-Mobile customer in *************, **. I recently purchased an iPhone 14 at the ************************ T-Mobile store after being told it was a better choice than the iPhone SE I originally wanted. I later realized the iPhone 16e would be the correct fit for my ******** the time of purchase, I was not informed there would be a $70 restocking fee for any return or exchange. I am within my return window, yet T-Mobile is requiring me to pay this fee to exchange the device.The process has been unnecessarily burdensome and costly:I was told to call from home and then go back to the store if I did not get help, causing over $40 in unnecessary travel expenses.I have been bounced between store staff and customer care with no resolution.The store refused to provide the name of the representative I spoke with on the phone.I filed an *** complaint because:There was no upfront disclosure of the restocking fee at the time of purchase.I was upsold into a phone I did not originally request.I have incurred financial hardship due to repeated, unnecessary trips between my home and the store.Desired Outcome:Waive the $70 restocking fee and allow an exchange for the iPhone ********** and address the failure to disclose the restocking fee at the time of sale.Compensate for the unnecessary travel expenses caused by poor store guidance.
Business Response
Date: 08/19/2025

August 19, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23748135

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated August 14, 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 charges associated with the return of their recently purchased handset.

After a thorough review,T-Mobile confirmed in August of 2025, the customer visited a T-Mobile retail location and utilized our Equipment Installment plan (EIP) with the purchase of one handset. Upon further review, the customer returned to the original point of sale to return their previously purchased handset for a separate handset. Please note, T-Mobile provides customers with a ****** return period for handsets purchased in store, which allows customers to use the equipment to see if it meets their needs. Please be advised customers returning equipment may be assessed a restocking fee at the time the return is processed. This fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at ****************. Furthermore, as the customers purchased handset holds a value greater than $600.00, the return is subject to a $70.00 restocking fee.

Please be assured that T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during the customers recent contacts with our retail location.

On August 19, 2025, our office contacted the 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,

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

***** *****
Executive Response
Customer Answer
Date: 08/20/2025

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 am writing to confirm that my complaint against T-Mobile has been resolved to my satisfaction. The matter was handled in a positive manner, and no further action is needed at this time.
Thank you for your assistance.
Sincerely,

****** ********
Initial Complaint
Date:08/11/2025
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.
Over a year and a half ago, I CLOSED my account with ******** and switched to another provider. At that time, I PAID IN FULL the LAST of my T-Mobile debts, HOWEVER, since then, they continue billing me for $7.39 THAT WAS ALREADY PAID!! And, when I call asking them to stop harassing me with these bills, all they do is insist on an ACCOUNT PIN THAT I NO LONGER HAVE SINCE I NO LONGER HAVE AN ACCOUNT!!!! And, the annoying Agents on the phone wont listen, they just want to TALK OVER ME and rudely insist on the PIN that I cant provide!!!! T-Mobile has harassed me over 18 months for $7.39!!! This amounts to $133.02 IN STRESS that they are causing me, AT LEAST!! I demand that T-Mobile STOP harassing me for the $7.39 thats BEEN PAID, and PAY ME $133.02 for DURESS and never bother me again!
Business Response
Date: 08/22/2025

August 22, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23731929

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated August 14, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, their concerns pertain to the final billing of their account.

T-Mobile records confirm that the customer canceled their account in January 2025 when they transferred their mobile numbers to another service provider. It is important to note that payment for the final balance owed was received on March 31, 2025, which was after the payment due date.

As payment for the final balance owed was not submitted on time, the April 2025 billing statement reflected a late fee. Pursuant to T-Mobiles Terms and Conditions, late fees, subject to the maximum allowed by state law, may be charged if payment is not received by the due date specified on the billing notification. In addition, by accepting late payments, T-Mobile is not foregoing the right to collect all amounts due. As such, it is T-Mobiles position that the late fee assessed to the customers account is valid and owed.

T-Mobile contacted the customer on August 18, 2025, and addressed their concerns and applied an account credit to leave the account closed with a zero balance. T-Mobile respectfully declined the customers request for additional compensation as the account was billed accurately. 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,

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

****** Chavez
Executive Response
Customer Answer
Date: 08/22/2025

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.

Sincerely,

****** ******
Initial Complaint
Date:08/11/2025
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.
Full description in attached document. ******************************************** at the end of June spoke w/*****. Wanted to open a T-mobile account with 4 lines. 3 lines were transfers, 1 phone was a pre-existing T-mobile. Told we would get 4 iphone 16pros and would only need to trade in the phone from the preexisting.***** quoted us Experience More plan (detailed in attachment)Did not mention any downpayment or that the amount we pay depended on your financing approval amount from T-Mobile.We left w/a quote, returned 8/3/25. Aryanna (Ary) ********* one told us that the promotion ***** had quoted us had changed found out later.Told Ary same thing we told *****. Store only had 2 phones in stock. Told Ary we did not want the insurance plan for E's old phone She said it wouldnt be an issue.Ary gave us 2 iphone 16 pros in person, trade in by mail.Ary ordered 1 more 16 Pro. Didn't mention that we would need to sign a financing agreement w/in24 hrs or that she didnt order the 4th phone Paid $62 in store for the phone ordered by mail. Ary said it would be refunded through credits. Paid $125 in store for the 2 iphone 16Pros. Ary said this would be refunded. Ary said we were all set. My order for the 16 Pro was cancelled because I didnt sign the financing agreement I didn't know to expect. Went back.Learned 4th phone had never been ordered and that financing would not cover all 4 phones. Then Ary said it would be a $600 down payment to get the 2 other phones we originally were told would not have an additional charge. ***** explained the financing limit provided by ******** based on primary account holder. No one explained that it was a financing scheme not really a promotion. Settled for a 16 Pro and 1 regular iPhone 16. Told that money we paid before was NOT going to be refunded in credits.Paid $51.87 for iPhone 16 and $292.36 for iPhone 16 Pro.Quoted $206.66 for our bill. First Bill $255.39.Customer service (******) said go to Experience Store in **********.
Business Response
Date: 08/21/2025

August 21, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23730837

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated August 11, 2025, regarding the account referenced in the above-mentioned file number. Please be advised the complainant is not the account holder but is designated as an authorized user.

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 device promotions, down payments, online order process, and billing concerns.

After a thorough review it is T-Mobile's position the account is being billed correctly according to the selected rate plan, equipment, and applicable discounts. Our review found that the account has four voice lines. Please be advised when processing an online order, the order will not complete or ship until the e-signature is submitted.

T-Mobile aims to offer low-cost, high-value products and services. Customers activating post-paid service or financing devices must provide personal information and consent to a credit check. Credit terms, based on internal criteria, determine eligibility for service lines and financing amounts. These terms are proprietary and cannot be changed. It should be noted that down payments or deposits cannot be determined until a credit check has been performed.

In August 2025, our customer accepted a line of service that had been transferred from another account. Prior to the transfer, the line subscribed to our optional protection feature. Later that same month, ************* removed the protection at the customer's request. The removal and any applicable credits will be reflected on the next billing statement.

On August 14, 2025, our office contacted our customer and addressed their concerns. Our customer indicated their concerns were resolved, and no longer required assistance. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

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

Customer Answer
Date: 08/22/2025

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.

Sincerely,

*** ***
Initial Complaint
Date:08/10/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ported by phone to a new provider and paid my current bill the day before. I was then sent an email by ******** that I am no longer with them. My online access was deleted and my number removed. I was shocked that I received a collections letter almost a month and a half later. I called **************** and the agent would not assist me unless I signed up for another ******** account (please feel free to review the phone recording). I asked for a supervisor then was put on hold then they hung up on me. The next day I drove to the Kingsport Tennessee store and spoke to a nice gentleman. He was able to look up my account using his computer. He was surprised why I would have been billed and then advised me that he could not remove the $67.50 charge and I would have to contact customer service by phone again. ******** NEVER sent me a bill and NEVER tried to contact me regarding this bogus charge. This is simple tactic to try to get money out of me with a bogus charge on the way out of the door. Please feel free to contact the Kingsport Tennessee store and they can confirm this charge was not valid. I visited the store on Saturday August 9th.I was entitled to a billing statement which ******** never provided. ******** never attempted to contact me my mail, phone or email regarding this alleged bill.I was sent a nasty letter to advise me I am now in collections.I was a customer for 20 years. This is shocking how a company would treat a customer who was loyal to them for that long.I want my $67.50 back since I had to pay this to avoid and further threats.***** ******** Account number listed is *********
Business Response
Date: 08/19/2025
August 19, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23726089

To Whom It May Concern:

T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated August *******, 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 cancelled account.

T-Mobile records indicate on July 25, 2025, the customer cancelled their account when they ported out their mobile number to another service provider. Please note, when an account is cancelled, online access via ************** is deactivated and any upcoming billing statements are issued via mail to the billing address on file. Furthermore, pursuant to T-Mobile policy, customers are responsible for all charges through the end of their service term. Accordingly, the customer was billed through their billing cycle end date and although the customer was contacted by a third-party debt collector, in this capacity as a pre-collection agency, they did not report this delinquency to any credit bureau. Therefore, there should not be any negative information in the customers credit file.

Please be assured T-Mobile strives to provide world-class service to all our customers on each contact. We apologize if any T-Mobile employee failed in any way to display that during the customers recent contact with our Customer Care.

T-Mobile contacted the customer on August 13, 2025, and we were able to provide an amicable resolution. 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 Response
Customer Answer
Date: 08/19/2025

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:08/08/2025
Type:Product 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.
On July 3, 2025, I added one new phone line to my T-Mobile account. The agreement, as shown on my receipt, was that my monthly bill would increase by $80. My previous bill was $80 per month, so the total should have been approximately $160 after adding the new line.Since adding the line, my bill has instead increased to $300 per month. I have contacted T-Mobile multiple times and spoken with several representatives and supervisors. I was given conflicting explanations and was promised callbacks that never happened. I was given Case #[case number] by **** name] on [date] and told the issue was resolved, but T-Mobile has refused to provide written confirmation showing:1.The corrected monthly rate 2.The date the correction takes effect 3.The amount of refund/credit and when it will be applied Without this written confirmation, I cannot verify that the problem has actually been fixed. I am requesting that T-Mobile corporate:Correct my plan to the agreed-upon $80 increase from my original bill ******* written confirmation with the corrected rate, effective date, and refund details Refund all overcharges I have attached my receipt showing the agreed price and my most recent bill showing the $300 charge.
Business Response
Date: 08/15/2025

August 15, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23722223

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated August 8, 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 changes to the monthly service cost.

T-Mobile records show that in July of 2025, our customer activated two new voice lines of service, purchased a device on an Equipment Installment Plan (EIP), and the rate plan was updated.

Please be assured that T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during our customers recent contacts with our ************* and retail teams.

Beginning in July of 2025,through August of 2025, our customer contacted our ************* team multiple times regarding their bill. During one of these interactions, the rate plan was updated again to lower the monthly cost of the service. After additional contacts with our ************* team, the account was updated to the rate plan our customer had prior to the above-mentioned order and one of the new lines was canceled.

On August 13, 2025, our office contacted our customer and is pleased to report that we have reached an amicable resolution with them. T-Mobile regrets any inconvenience to our customer.

Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

***** *******
Executive Response
Initial Complaint
Date:08/08/2025
Type:Service or Repair 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.
Switched carries in March , traded in phones. Been over 4 months and T-mobile still will not reimburse us for our cellular devices and has been extremely slow and difficult to work with. Having to physically drive into stores just to be turned away and said they still have no resolution
Business Response
Date: 08/16/2025

August 16, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23720850

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 8, 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 T-Mobiles equipment reimbursement promotion.

After thorough review, our records confirm that our customer is referring to our Family Freedom promotion which allows our customers with a locked device with an open equipment financing plan to activate an account with T-Mobile and trade in the device and receive reimbursement for the total balance of the equipment plan up to $800.00 with a four-line redemption limit. Our records reflect the customer did not submit the equipment balances for review within 30 days of activation. Therefore, the account is ineligible for our Family Freedom promotion.

On August 13, 2025, T-Mobile contacted our customer and addressed their concerns. We are pleased to report that 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,

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

******* *******
Executive Response
Initial Complaint
Date:08/08/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We switched mobile carriers from **************** on 5/30/25. We made the switch due to the promotions outlined to us by *****, the sales *** we were connected to at T-Mobile. One of those promotions was described to us as follows:For phone lines ************ and ************:1) T-Mobile would pay off the installment balances of our two phones at ATT (total of $499.59)2) T-Mobile would provide us with new phones on trading in of those two phones, with a promotional 24-month payment plan3) T-Mobile would provide us with a $200 **** card for EACH of those two lines as an incentive for making the switch for those two lines.We have since received a bill from **** indicating that the $499.59 was NOT paid by T-Mobile. ******** has agreed that we were misled by the sales *** and is "following up internally" but will NOT stand behind what was ***resented by their salesperson and will not reimburse us for the $499.59 we have now paid to **** that we would never have agreed to do as part of this switch. It is our position that we have been defrauded by T-Mobile in order to induce us to switch carriers.
Business Response
Date: 08/14/2025

August 14, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23718147

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated August 7, 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 rebates, promotions, and reimbursement offers.

T-Mobile records confirm the customer activated service with T-Mobile and took advantage of our Equipment Installment Plan (EIP) with the purchase of two handsets. The customer has been successfully enrolled in the eligible promotions for their handsets that were offered to them at the time of purchase.

Keep and Switch allows customers from select carriers who port over to T-Mobile to keep their eligible phone, and we will reimburse them for their remaining device balance, up to $800.00, via a Virtual Prepaid MasterCard. Upon review, our office can confirm the customer received their Keep and Switch reimbursement successfully for one line of service.

It is important to mention that T-Mobile offered our $200 T-Mobile with New Voice Port-in on Any Plan (Switch ********* promotion, where eligible customers can receive a $200.00 port-in rebate per line via Virtual Prepaid Mastercard when they activate a new voice line on any rate plan and port-in an eligible number. Please note that this promotion cannot be combined with Keep and Switch on the same line. Customers must submit online at *************************************; Please be advised, our records can confirm that the customer received two virtual prepaid cards for two lines of service.

T-Mobile records indicate that our customer contacted ************* with concerns regarding the offers mentioned. At this time, we advised them that the promotions were not combinable. In addition, we confirmed that the customer has received the rebate cards they were eligible to redeem.

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 retail location and ************* Team.

On August 12, 2025, our office contacted the customer and addressed their concerns. We are pleased to inform your office that we have reached an amicable resolution regarding this matter. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

******** *****
Executive Response
Customer Answer
Date: 08/14/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and pending receipt of the prepaid card reimbursing us for the contested expenses, find that this resolution is satisfactory to me.

Sincerely,

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

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