Business Profile
Mobile Phone Service
Sprint Now Part of T-MobileHeadquarters
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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
- 3,705 total complaints in the last 3 years.
- 1,168 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:11/22/2025
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.
When I signed up for T-Mobile in August of 2023, we selected a plan that included the ability to either use the promo that was active at signup or whatever the current promotion was at the time of upgrade.I tried to make use of this, and now TMobile is refusing. I went to the location in *********, ** and called 611 from my phone, neither of which would help. The store location refused to provide any assistance at all, advising me to do the upgrade myself through their app. When I called, the callcenter person refused to honor the promotion.Business Response
Date: 11/26/2025
November 26, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re: Your File Number: 24179786
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated November 24, 2025,regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to a promotional offer.
Upon review,******** has confirmed that our customers account has five active voice lines. In November of 2025, our customer attempted to take advantage of our Smartphone Activate ********: Android: $1,000 off with New Voice Line on Go5G Plus/Next promotion. Regrettably, the offer expired on January *******.
On November *******, our office contacted our customer and resolved their concerns. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
*****************
****** ****
Executive ResponseInitial Complaint
Date:11/20/2025
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'm Community Health Worker. I'm trying to help one of our clients with obtaining an affordable phone. We completed a Lifeline application on the Assurance Wireless website on 10/16 and then purchased an Artia SP555D on 11/12. However, I called Assurance Wireless the next day and they informed me that the order (ID: ************** had been canceled as too much time had passed and the application was not active. He has not received a phone because the order was canceled and it still also hasn't been *********** would be ideal if the client could still get the Artia SP555D phone, but if not, I'm requesting a refund as the order was canceled by Assurance Wireless and the phone was never shipped. I assisted him with completing a new application on 11/13, but I was informed by Assurance Wireless that our $43.99 payment could not be easily transferred to a re-order. I was informed by Assurance Wireless that the order would not be charged, but I confirmed that that $43.99 payment had processed and no refund had been initiated. Before I can try repurchasing the phone again, I need to secure the refund as it was originally purchased using grant ******** I have been sent back and forth between Assurance Wireless **************** and ANS Manufacturing *************) because neither one of these departments say they can process refunds. ***************** says that they only handle warranty issues and informed me to call Assurance Wireless. Please escalate this issue. I've already placed numerous calls to Assurance Wireless. Why doesn't Assurance Wireless notify clients when their application has been canceled? Why isn't there an internal check that prevents clients from ordering a phone on their website if their application is not active. If Assurance Wireless were the ones who canceled the phone order, why don't they automatically initiate a refund? How come Assurance Wireless and their vendors don't seem to know who is responsible for processing refunds? Thank you.Business Response
Date: 11/21/2025
November 21, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
************************
Re: Your File No. 24171185
To Whom It May Concern:
Assurance Wireless is a brand operated under ****************** (T-Mobile). As such, ******** provides a response on behalf of Assurance Wireless. T-Mobile and Assurance Wireless may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated November 20, 2025, regarding the above-referenced file number.
T-Mobile regrets any concerns our customer has regarding their account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns pertain to an application for Assurance Wireless service and a handset order that was placed on October 16, 2025.
After further review, we found that the handset order was canceled because the application certification was denied for service and therefore the order was never completed. In addition, the payment for the device should have returned to their financial institution. Should the customer not see the payment with their financial institution, we recommend they contact their financial institution for further assistance or dispute. In addition, an account was never activated.
The customer attempted to apply again on November *******, and an order was placed for a SIM card only. However, the account was never activated as the customer did not have a device to activate for service.
As of November 21, 2025, the customer has no active account with **********************. Should the customer want to apply for ********************** service, they can apply again by visiting our website at *******************************. The website does provide the option to purchase a new device based on availability with a new account activation and SIM card. T-Mobile regrets any inconvenience to the 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 7am 10pm CST.
Very truly yours,
******************
***** *******
Executive ResponseInitial Complaint
Date:11/19/2025
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.
Due to Assurance Wireless extremely poor service, I have tried to have my benefits and phone number transferred and "ported" over to ********. Instead of honoring my request, Assurance Wireless has instead discontinued my phone service and "ported" my requested phone number over to MetrobyTmobile instead, leaving me without any phone service at all. I have been without my phone service for nearly two weeks, and I've bee unable to contact the company for a resolution to this issue.Business Response
Date: 11/21/2025
November 21, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
************************
Re: Your File No. 24166388
To Whom It May Concern:
Assurance Wireless is a brand operated under ****************** (T-Mobile). As such, T-Mobile provides a response on behalf of Assurance Wireless. T-Mobile and Assurance Wireless may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated November 19, 2025, regarding the above-referenced account.
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 their coverage and their mobile number ending in 3271.
We want to advise that we are working diligently on network improvements throughout the ************* goal is to provide our customers with the best experience possible. Please note T-Mobile is unable to guarantee coverage in all areas. There are several factors that may interfere with actual service,quality, and availability. T-Mobile confirmed our coverage map for the area of ************, ** has LTE signal in the customers home area. However there are coverage challenges reported for this location and currently there are no planned enhancements yet for this location. T-Mobile has automatically logged a coverage request to be considered for further planning.
After further review, we found the Assurance Wireless account with the mobile number ending in 3271 was canceled on September 26,2025. Therefore, the mobile number ending in 3271 was released and available to be reassigned. On October 21, 2025, the customer contacted ************* in an effort to port out their mobile number ending in 3271. However, the port out declined as the line was already canceled. In addition, the mobile number ending in 3271 has been reassigned to a new Metro by T-Mobile customer and is not available.
T-Mobile regrets any misunderstanding regarding our cancelation process. We confirmed the Assurance Wireless account remains canceled. We recommend the customer request a new mobile number with their new service provider. T-Mobile regrets any inconvenience to the 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 7am 10pm CST.
Very truly yours,
******************
***** *******
Executive ResponseInitial Complaint
Date:11/18/2025
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 bought a cell phone from T-Mobile, now that I'm trying to trade the phone in with another company, the phone is showing as being blacklisted for being stolen. I've talked to customer service several times and they still have not resolved the issue.Business Response
Date: 11/24/2025
November 24, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 24162741
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated November 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 being unable to trade-in a device they purchased from T-Mobile.
Our records indicate that on January of 2025, our customer purchased a device on the Equipment Installment Plan (EIP). In November of 2025, our customer contacted ************* to request a Mobile Device Unlock (***) on the device above. Regrettably, T-Mobile was unable to provide the *** as the device had an EIP balance.
T-Mobile and other wireless carriers have created a database to block phones that have been lost, stolen or obtained fraudulently from being reactivated. A phone is blocked by adding its unique serial number or ******************** Equipment Identifier (****) to a global database and within 24 hours, the device will be blocked from use on T-Mobiles and most other wireless carriers networks. After reviewing the **** of the device mentioned above, we are unable to substantiate that it has been blocked by T-Mobile.
On November 21, 2025, our office contacted the customer and amicably resolved their concerns. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
****** *****
Executive ResponseCustomer Answer
Date: 11/25/2025
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:11/16/2025
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.
In July 2025 I purchased an iPhone 16 pro max for $1,497.99 from T-Mobile but I had to return it because it showed up too late because I needed it for a business trip. I called T-Mobile and they sent me a return shipping label which I printed and mailed the iPhone back to T-Mobile via *** on August 4th. On August 7 T-Mobile received the iPhone but refused to refunded back my money. I filed a dispute with my Discover credit card company, T-Mobile refunded the money on August 20. On August 26 T-Mobile contacted my Discover claiming the device had not been returned. As a result, my Discover reserved the refund back to T-Mobile. I have uploaded all the evidence showing all purchase and return receipts of the iPhone at the exact address T-Mobile provided.Business Response
Date: 11/19/2025
November 19, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 24155699
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated November 17, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer had regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to an order refund.
T-Mobile records show that in July of 2025, our customer order a new device. They then contacted ************* to return the phone. If a customer returns a phone during the return period the upfront changes are automatically refunded to the original payment method, once the device is confirmed returned. Please note, T-Mobile records do not indicate the device was scanned in as returned; therefore, a refund was not processed.
On November 18, 2025, our office contacted the customer to review the above information. We are pleased to report we reached an amicable resolution to the customers concerns. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
***** *******
Executive ResponseInitial Complaint
Date:11/15/2025
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.
On 5/31/25 my daugter made the decision to switch our phones and lap tops over to TMobil from ******* because it w. ould be cheaper for us. My daughter is the account manager on our account but the bill is in my name. The **** would not go through. We were told to call the customer service line. My daughter contacted them on 6/1,6/2 and 6/3. We were not given any service by multiple people, both associates and by management on their customer service line. We were told we would have to go to the T-Mobil store to get this fixed. My daughter went in and spoke to the manager of the ********** store. She couldn't get the problem fixed either and my daughter told her to just cancel the account and we would stick with ******** We never had working T-Mobil phone services on any of our phones..We recived our first bill in the amount of $432.90 which came directly from ****************** and never received the original bill. At this time I wrote a letter of dispute. We then received a bill for $272.36 and was also told to send a letter of dispute which I did. We then received a bill in the amount of $74.18 I called the customer service number on 9/12 and spoke to an associate by the name of ***. She said the balance on the account was now $92.72. The store manager had never cancelled the account when my daughter told her too. *** then cancelled the account and turned me over to the collection department . They again had me write a letter of dispute. They then sent me a letter from Credence located at *****************************************************************************************, phone number ************ telling us that the charges on the account are valid. We never had phone service on any of of phones so why should I pay for something I never had.Business Response
Date: 11/25/2025
November 25, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 24153207
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated November 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 balance owed following the cancellation of their T-Mobile account and the account being referred to a third-party collection agency.
After thorough review, T-Mobile records reflect the customer activated an account with three voice lines and one mobile internet line. The account does not reflect that it was canceled after the customer visited the T-Mobile retail location, therefore the account continued to incur monthly access charges until the time it was suspended and subsequently cancelled for non-payment. As the account remained unpaid, the account was referred to an outside collection agency.
On November 19, 2025, our office contacted the customer and amicably resolved their concerns. T-Mobile removed the account from third-party collections and requested the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note it may take up to 90 days for the customers credit report to reflect the change. 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 ResponseInitial Complaint
Date:11/14/2025
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.
I called to have my incoming calls UNBLOCKED. I called ******** and they cant do it, so I was transferred to ******* directly and was hung up on by the first male ***resentative and then by a female ***resentative **. This is uncalled for being consumer and having to be on hold for more than an hour is inconvient. The ******* *** had me try to download a smart app to mirror my phone and take over, in which that failed tremendously. Im looking at y device and I took off the DECIVE PROTECTION, AND NOW SOMEONE WILL TELL ME I HAVE TO PAY OUT OF POCKET, in which i shouldn't be responsible for because when I called and asked about blocking incoming called ******** stated that if I wanted to turn it back on it would just be a click of a button on there end and THATS NOT THE ***** BETWEEN T-MOBILE AND ******* one of these companies should be fixing my phone FOR FREE based off of it just takes a click of a button to turn it back on WHICH WAS TOLD BY *********This is very bad for business ******** if this doesn't go my way please call me to cancel services so that I can go to ******* wireless after 19 years of service this just blew my top. please email me when contacting me PLEASE DO NOT CALL ONE AGAIN DO NOT CALL PLEASE EMAILBusiness Response
Date: 11/21/2025
November 21, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 24148292
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated November 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 incoming calls being blocked.
In November 2025, our customer contacted our ************* team regarding calls being blocked. At that time, ************* performed troubleshooting which included removing any blocking features on the line in question. As troubleshooting was unsuccessful, due to the device having signal, it was suspected that the phone settings had been blocking calls. ************* had then referred the customer to the manufacturer of the device.
Please be advised all new T-Mobile devices 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, which provides extended warranty. Upon review, T-Mobile found our customer is not subscribed to Protection 360. As our customers handset is no longer within the one-year warranty period, they may contact T-Mobile directly at ************** for troubleshooting or to discuss options to purchase a new handset. Our customer may also contact the manufacturer to discuss the possibility of repair or replacement options. In November 2025, our customer ported out their voice line of service.
On November 18, 2025, our office contacted the customer via email and they declined to troubleshoot any further. 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 ResponseInitial Complaint
Date:11/14/2025
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.
I went into the ******** store on 11/12/2025 to do a warranty exchange. I was approach by two employees . One was the District Manager , ********* ***** and the other was ****** *. I was told by Mr. ***** that I would get a S25 galaxy phone with no money down and a extra 60 dollars a month for.24 months. I agree to that part. As we continue then he told me that we had to pay ****** at that time for the taxes and finance charge. I then asked for the receipt and was never given the receipt. The deception that these guy did was terrible. They told us that we had 3 lines and when I went home and checked the next day it was 4 lines and was never said. They took off my 55 plus account and never said anything. I kept telling him I wanted to keep that. The took pure advantage of my age, and that I am disabled. They need to do something about that store. The deceptive tricks that they play on people ,and the bad business policy's. I took all of the phones back the next day on 11/13/2025. I was charged ***** for both as an restocking fee . I would not leave until I got both of my receipts. The guy named Kaleef Z called Mr. ***** and he told him where we could hear it too charge us the maximum because that the policy. But both of them lied and omitted things and I asked them a thousand questions and they lied.That store should be closed and they should send people out to the store to see the deceptive things that are done to the people. Attached is the 2 receipts that I had to make them give me on 11/13/25 for both transactions.Business Response
Date: 11/24/2025
November 24,2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
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Re: Your File Number: 24147615
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated November 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 an additional line of service that was added to their account,a rate plan change and restocking fees.
Our records show that the customer visited a T-Mobile retail location to obtain a warranty exchange; however, during this visit the customer purchased two handsets on the Equipment Installment Plan (***). Furthermore,two new lines were added, updating the account to four lines of service. The addition of the new lines qualified each new handset for a device promotion which was scheduled to provide Recurring Device Credits (RDC) toward each *** through the *** term, while maintaining eligibility. At the time of purchase the customer remitted a payment for the applicable taxes and fees associated with the purchases. Additionally, the rate plan was updated to a new monthly rate plan for the four lines of service.
At the time of purchase, T-Mobile provided a 14-day return period. It is important to note that customers returning equipment may be assessed a restocking fee at the time the return which 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 ****************.
The following day after the purchase, the customer returned the two new handsets to the T-Mobile retail location and the *** was closed. The customer was refunded for the applicable taxes and fees, minus a restocking fee for each handset. The two new lines of service were also canceled that same day, and the rate plan was updated to the customers original rate plan.
On November 17, 2025,our office contacted the customer and amicably resolved their concerns. Furthermore, we provided them with our contact information should they have any additional
questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
*****************
***** *****
Executive ResponseInitial Complaint
Date:11/11/2025
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.
This complaint concerns a severe and recurring mechanical defect in the ******** Razr 2024, a product sold and supported by ********. I have received three (3) separate units of this phone, and all three have failed with the exact same issue: the internal screen at the folding hinge point goes black, indicating a clear, persistent internal mechanical failure.T-Mobile and/or its service partners have repeatedly refused to honor the manufacturer's warranty for this known defect, instead forcing me to use my insurance or pay for repairs.?Systematic Warranty Denial: The failure of three separate devices with the identical issue demonstrates a recurring manufacturing defect in the ******** Razr 2024. T-Mobile's refusal to cover this under warranty, classifying it as non-covered damage, is an unfair business practice that shifts the cost of a defective product onto the customer.?Unfair Insurance Requirement: I have already paid a $100 deductible in March 2025 for a defect that should have been a free warranty replacement. ********'s continued refusal to resolve this under warranty and instead forcing another costly insurance claim constitutes insurance abuse and fraud.?Refusal to Resolve: Despite this being the third failure, ******** has refused my requests to switch to a different, reliable device model or pay off the remaining balance of this defective phoneBusiness Response
Date: 11/17/2025
November 17, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
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Re: Your File Number: 24134249
To Whom It May Concern:
T-Mobile *********(T-Mobile) is in receipt of your correspondence dated November 11, 2025,regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding their handset not functioning as expected, and we appreciate the opportunity to respond. In reviewing this matter, the customer's concerns pertain to a handset exchange. Please be advised all new T-Mobile devices 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 the line associated with the handset was enrolled in Protection 360.
For general troubleshooting and malfunctions covered by the limited warranty, Protection 360 customers may contact T-Mobile directly at **************. For any issues not covered by the limited warranty, the customer may discuss replacement or repair options by contacting Assurant directly toll free at ************** or visit ************************************** may also view more information and file a claim with Assurant via the ************** website.
T-Mobile records confirm that on February 3, 2025, a warranty exchange was placed for the customer and later canceled. Then, on February 5, 2025, a device claim was filed through Assurant for the same handset model and shipped the same day. More recently, on November 3, 2025, a warranty exchange was processed through ************** however, this order was canceled.
On November 12, 2025, our office contacted the customer and addressed their concerns. During this conversation, we reached an amicable resolution. T-Mobile regrets any inconvenience.
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,
******************
Kya *****
Executive ResponseCustomer Answer
Date: 11/17/2025
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:11/09/2025
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 have been charged for an apple watch phone line that was canceled when I got my galaxy watch. Ive been paying on it since 2023 and called tmobile and they would only give me 2 months creditBusiness Response
Date: 11/13/2025
November 13, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
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Re: Your File Number: 24125512
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated November 9, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the
opportunity to respond. In reviewing this matter, the customers concerns are pertaining to billing for a watch line of service.
After a thorough review, T-Mobile records indicate that our customer activated a watch line in November of 2021. In February of 2024, our customer took advantage of our Equipment Installment Plan (EIP) with the purchase of a watch. Please be advised within T-Mobiles Terms and Conditions, customers are advised they are to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. The first notice that T-Mobile received regarding a dispute of the associated charges for the watch line activated in November 2021 was in November 2025 at which time the watch line was cancelled.
In November of 2025,our office contacted our customer, and we advised them of the above information. We are pleased to report we were 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,
*****************
*** Apple
Executive Response
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