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
- 4,635 total complaints in the last 3 years.
- 1,215 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:07/23/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July/23/2025 around 10 am my son ***** received a text message of the cell phone bill of $742 as he reached out to me confused about it. I called T-Mobile and the *** was very polite and explained why it was that high due to a broken phone replacement Asurion reached out to them stating the phone was never returned from April/14/2025 .explained to the *** I sent the phone back the very next day to avoid all of this. the *** called over to Asurion three way conference call and i explained to the *** the reason of the call i let them know the phone was sent back. they should have known that because they sent a text message telling me they received the phone he put us on hold came back stating they have the phone since April so why was we charged he did not have an answer ,but he stated that it will be removed from the account in 1 to 2 business days .I stated this has caused stress depression and headaches not knowing and aske to be compensated which would only be right and stated that will not happen asked for a manager he gave me a supervisor. I stated manger and **** the manager came to the phone I kindly explained and she was rude and would not assist to credit for the pain they caused I asked for the cooperate number she refused told me to ****** it because she will not be credit. I asked again and **** refused I told her I will be filing a complaint against this company as well as herself she stated do it she will take all the blame. so they had the phone there all the time and charged it to our T-Mobile account as though it was ok from April till l this day and that is just wrong . as if this was not going to be looked into companies feel they can charge the customers as they please and it is ok, but it is not no one should be treated with the disrespect and rudeness I experienced on today it is sad and wrongBusiness Response
Date: 07/30/2025
July 30, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23642910
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated July 23, 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 non-return fee.
After a thorough review T-Mobile confirmed that non-return fee in question was a result of an insurance claim filed through Assurant. Our review found the non-working device was not returned within the timeframe required by Assurant and a non-return fee was assessed to the account.
T-Mobile contacted the customer on July 28, 2025, and addressed their concerns. T-Mobile was able to reach an amicable resolution with our customer. Additionally, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
******* *****
Executive ResponseCustomer Answer
Date: 07/30/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *****Initial Complaint
Date:07/23/2025
Type:Customer Service 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.
In May 2025 I went to a T-Mobile store to purchase a synch 2 watch for my son. I was talked into buying 2 of them, an apple watch, and a ******* watch because they'd all be free after bill credits and the samsund and apple watch would be half off for their monthly service prices due to a promotion. Before agreeing to the purchase they confirmed my bill would be about the same but probably less due to a device payment falling off and canceling old unused device lines. I called and used the chat system to cancel my old lines when leaving as informed to do, and confirmed with the customer care representative that it would keep my bill about the same. June 10th I wanted to confirm the old lines came off before my bill cam, I chatted with a representative who told me my bill would be "around $600", which my old bill was $593, so It sounded right. A few days later my bill came for $668, so I chatted again and was told I was misinformed and there were one time mid cycle charges they didn't tell me about at the store, or with customer care the numerous times I talked to them. She the assured me my bill moving forward would be "$580.70 to be exact". I wasn't happy about being misled to the $668 bill but felt better knowing my future bill would be $580.70, so I let it go. Weeks later I got my bill in July, this time for $619, so I contacted them again. This time I was told they were all wrong and my bill is correct, and refused to honor the price I was guaranteed. I have wasted dozens of hours of my time on this over 3 months, as well as hundreds of dollars for being mistold information numerous times. I feel lied to, betrayed, and taken advantage of; especially after being a customer for over a decade and always paying on time. I just wanted to pay my agreed to amount and move on, but customer care is refusing to do that and telling me they won't honor my promised price. These recent business practices is making me question their business ethics as a company.Business Response
Date: 07/28/2025
July 28, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23640820
To Whom It May Concern:
T-Mobile ********. (T-Mobile) is in receipt of your correspondence dated July 22, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to a billing dispute after a recent equipment purchase.
T-Mobile records indicate the customer took advantage of our Equipment Installment Plan (***) with the purchase of four watches wherein they agreed to a series of 24 monthly installments. Each device purchased was associated with a new line activation. It is important to note that each watch is receiving the promotional value via offers they qualify for through monthly Recurring Device Credits (RDCs) while maintaining eligibility for the duration of the *** term. Further, the promotional RDCs will be paid out over the full term of the *** with no means to speed up their payout.
On July 24, 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 ResponseCustomer Answer
Date: 07/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** ****Initial Complaint
Date:07/18/2025
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.
Today, 7/18/25 I was charged $105 dollars for service I never used. I had a line on my account that was never active or used once.Considering it was never used or even actived i consider the charges invalid because Im being billed for a service that isnt used and never was. furthermore id like to be refunded for any charges associated with the following number on the following account.ACCT: ********* PH: ************Business Response
Date: 07/26/2025
July 26, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23621004
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 18, 2025,regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns relate to a billing dispute involving a voice line.
After a thorough review, ******** confirmed that the customer recently ported out all but one of their voice lines. Our records show that we did not receive a request to cancel the remaining line. Please note that the line in question shows usage, indicating that it remained active and that the customer was aware of its status.
Additionally, since the customer had authorized *******, it is T-Mobiles position that the payment debited through AutoPay was valid and authorized.
T-Mobile contacted the customer on July 24, 2025, and resolved their concerns. Additionally, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
*****************
**** *********
Executive ResponseInitial Complaint
Date:07/17/2025
Type:Customer Service 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 July 10, 2025 I called t-mobile to change the telephone number on my account assigned to ****** ****** -************ because she was getting threatening calls and someone had accessed her bank account and financial cards. I was told the number could be changed at no charge and so I selected a number. All of a sudden I was cut off and I received a text message saying my watch was now connected to the new number. Well the watch was never connected to the number I requested to be changed. I called my ************ number from my house phone and it was disconnected-the *** had changed the wrong phone number. I had to wait 40 minutes on the line to get someone, was put on hold, finally asked for a supervisor. I got someone named **** (in the Phillipines) who said he would help me get the number changed back and change the other number that I requested in the 1st place. I was on this call for at least an hour. They told me they had to send me a code to verify my identity but they couldn't sent it to my phone, the number that was just changed. I had to call ****** to have them send it to her. Put on hold, put on hold, put on hold. Finally the number was switched back. **** told me he would comp my next month's T-mobile bill and request that I be able to trade in my Iphone 15plus for a new Iphone 16Plus free (24 months credits) and he would call me back within 48 hours. Well, I never heard from him. I called Tmobile today to complain about that. No one was able to help me because they still can't send the code to my phone. They said they couldn't even look into the account to see the notes **** put and that I would have to go into a T-mobile store to verify my identity. ABSOLUTELY NOT. I am not going to waste my time going into a T-mobile store for T-mobile's s**** up and for some *** that doesn't call back when they say. You screwed up and I have to jump hoops to fix it. Not going to happen. I wasted time on the call and they didn't do anything for me.Business Response
Date: 07/29/2025
July 29, 2025
FILED ELECTRONICALLY
Better Business Bureau
*****************************
*************************
Re: Your File Number: 23612809
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 16, 2025,regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to changes made to their account.
After a thorough review, T-Mobile confirmed that the customer requested a mobile number change on one of their lines; however, the wrong number was changed. Accordingly, ************* was able to correct the customers concerns and change their number back to the correct one as well as change the original requested number. Furthermore, our records confirm that the account currently does not qualify for a promotion to receive an Apple iPhone 16 Plus for free based on the rate plan the account subscribes.
Our office contacted the customer on July 23, 2025, and addressed their concerns. We are pleased to report we were able to work toward an amicable resolution with our customer. Additionally, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
*****************
******** ********
Executive ResponseCustomer Answer
Date: 07/31/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ********Initial Complaint
Date:07/16/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I call to Russian phone numbers using WhatsApp application,speak 16 minut,and ******** charged me for phone call to ****** $55 I was visit company and explain problem,******** managers say,- we charged you correct.First Im in good shape and have not any disabilities,and my salarys not so big for similar phone call directly.I using WhatsApp because it cheap and I use just internet.I have unlimited internet,however ********** argue my phone call was done by phone ******** system what never happened.The manager name *****.I am a customers ******** around 9 years and when I question ask ***** ,did he understand,- I can leave the company for this incident,***** answer,- yes,you can go!I speak with ******** administration,they open case and they will do investigation.Sorry,the investigation do not add me $55Business Response
Date: 07/29/2025
July 29, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23612351
To Whom It May Concern:
T-Mobile ********. (T-Mobile) is in receipt of your correspondence dated July 17, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concern is pertaining to international long-distance calling charges assessed while using a third-party app.
Customers can avoid cellular network charges by enabling airplane mode on their mobile device, which disables all cellular communications, and then turning on Wi-Fi to connect to a local internet connection. With only Wi-Fi connectivity active, customers can use a third-party calling application such as WhatsApp to place international calls, ensuring the call transmits solely over the internet and not via the mobile carriers network. This means any fees are governed by the application provider, not the carrier, and traditional international calling or roaming voice charges do not apply.
T-Mobile records confirmed that our customer was charged international long-distance charges on a recent billing statement. Our records confirm that this call was made over the T-Mobile network, and we view the charges as valid.
On July 17, 2025, our office contacted our customer and apprised them of the above information. We are pleased to report we reached a resolution to their concerns. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
*** *****
Executive ResponseCustomer Answer
Date: 07/29/2025
Complaint: 23612351
I am rejecting this response because:
T mobile damaged agreement between me and them.Under this agreement T-mobile provide me unlimited internet and unlimited phone ******** T-mobile declined let me using internet ,it is violation of the service contract.This is my business where I used the internet,use third party application or let use it my ************ money for the bills paid full and I use this phones 9 years.Different if the person from T-mobile want know where I call and what know what I do ,and want access to my camera.This is second violation and I already wrote complain to sheriff department and State of California about consumers protection.
And about your decision,maybe you do not find any violation and now any can charge anybody for nothing and do not provide any services at all, however in that situation you very close to person who *** shops,broken windows and kill raccoons with porcupine uniformed.
I write a book,I will use all story there.
Now barriers between this two powers very thin!
Take your site!
Sincerely,
****** ********Initial Complaint
Date:07/16/2025
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 19, 2025 I call T-Mobile ************* about my monthly bill since I was paying off my I-15 Pro Max ****** then I was told by Operator Elwel M concerning a ****** pixel phone, the phone is free only have to pay for the activation fee $62 50 The phone is free. Operator Elwel M quoted a price of the phone, I looked on ******, there was a difference of $100 lower, **** M said I will get $4.17 credit to my account for 24 months. I was told with I- 15 Pro Max ***** paid off. My bill will be $98 a month minus $4.17 by operator Elwel M. I asked operator Elwel M is there any extra charge I was told no. I repeatedly ask no extra charge, its connected with Line have already. I found out not only Im been charge for a second line. I been charge for the phone. I talked to supervisor **** G ****** on 07/16/25 she said going to cancel the Line, I asked about the activation fee, she credit $62.99 to my account, but I have to pay for the ***** $499.99 ****** Pixel, I told her you can have the phone still in the box, and I shouldnt have to pay for a phone with operator Elwel M lied to me about everything.Customer Answer
Date: 07/16/2025
My Complaint #********
has been resolved.Initial Complaint
Date:07/15/2025
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.
Visited local ******** store to add my girlfriend to my phone plan. Spoke briefly with their chat feature, but no information was given other than discussing phone plans while at the store we ordered the iPhone 16pro max. Paid for the taxes, and the phone needed to be shipped to us as they did not have any in stock. This was 7/12/25. This was the only time any discussion had been made of which phone, and any personal details given *********, 7/14/25, she received a voice mail stating that the $1000 payment had been authorized for her new iPhone 16 promax. There was to be no payment as its a promotional upgrade. When I contacted T-Mobile, informed them of the voicemail, they told me this was a scam call from a landline. This company had managed to leak this much data in a matter of two days. No one outside of that store and T-Mobile should have had any access to her phone number(that is not even with ******* yet) and details as to what exact phone she was getting.I asked multiple times how this information was leaked. Was not given any answers as Im sure i was connected to a foreign call center. All they said they would do is add a scam blocker to the account and report the number that left the voicemail. When i asked again they repeated the same answer. Valuable information was given such as bank card numbers. This is clearly unacceptable, and cannot be allowed to happen.Business Response
Date: 07/23/2025
July 23, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23601114
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated July 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 fraudulent activity.
After thorough review T-Mobile has confirmed that the account recently activated a new voice line of service and equipment was purchased using our Equipment Installment Plan (EIP), which qualified for a Recurring Device Credit promotion. Records confirm the customer contacted ************* thereafter stating the new line of service received a phone call to approve a charge referencing a handset purchase. ************* confirmed that this phone call was not made by T-Mobile and assisted with placing a scam block feature on the line of service in question to block known spam likely numbers. Additionally, ************* confirmed that the only purchase on the account was for the above-referenced equipment on EIP.
Please be advised, T-Mobile customers are assigned a random available phone numbers when activating a new line of service. It is also important to note that due to limited numbers in areas, some numbers may have been used by previous customers. Please note that with the new line activation, the customer was provided a temporary number, which has since been changed when the customer transferred their mobile number from another carrier.
T-Mobile recognizes our responsibility to safeguard customer privacy and personal data. We have stringent policies, employee training, and technological protections in place to ensure that all customer information, including names, phone numbers, device selections, and payment details, is handled strictly in accordance with applicable privacy laws and internal standards.
Our office contacted our customer and escalated the concern to our **************** Team. T-Mobile has completed its investigation of this matter and has been unable to substantiate any fraudulent activity on the customers T-Mobile account. However, additional security measures have been placed on the account to require that a One-Time PIN be sent to the Primary Account Holder for any future purchases. 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,
******************
******* Pacheco
Executive ResponseInitial Complaint
Date:07/14/2025
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.
on 7/7 T-Mobile charged my account $1013.18. I have been waiting on the prepaid mastercard they had promised to pay me for over 4 months to cover this charge. I was unable to use my service as calls kept dropping. I am going through cancer and with numerous visits to doctors and hospitals it was important to be able to touch base with my husband while at work, T-mobile was unable to provide us that service so we went back to Verizion. T-mobile has my phone from verizion plus the phone they provided PLUS they took $1013.18 from my acct on 7/7. I am requesting to dispute this charge and have my money refunded. I want me prepaid mastercard or my refund of $1013.18Business Response
Date: 07/22/2025
July 22, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
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Re:Your File Number: 23598076
To Whom It May Concern:
T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated July 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 Switching Program payout, their coverage, and their final bill. T-Mobile investigated these concerns accordingly.
T-Mobile records confirm that our customer completed the purchase of equipment with T-Mobile via our Equipment Installment Program (EIP) and met qualifications for a trade in promotion. Please be advised that once a device has been used as a trade-in promotion, there is only a small window for which their trade-in device can be returned. Our customers trade-in device is beyond that window.
In addition, our customer was sent an SMS with the Switching Program payout redemption steps, that they met qualifications for. Finally, our customer was enrolled in AutoPay. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.
We regret any coverage concerns our customer has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. T-Mobile has verified the address on the customers account and based on the coverage map; confirms their account address is in a moderate coverage area with no known issues. Please note we have no record of our customer contacting us with concerns regarding their coverage prior to cancelling their account.
T-Mobile records confirm that our customer transferred their mobile numbers to a different service provider, effectively cancelling the account. When the account was canceled the remaining EIP balance was accelerated and posted to the final billing statement. It is T-Mobile's position that the remaining EIP balance is valid and owed. The final balance was remitted via AutoPay, updating the account balance to zero.
T-Mobile contacted the customer on July 15, 2025, and addressed their concerns and appraised them of the above. In addition, we provided an additional SMS with the Switching Program payout redemption steps. Furthermore, we provided them our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
*** *****
Executive ResponseInitial Complaint
Date:07/14/2025
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.
Im purchasing a IPhone 14 Plus from T-Mobile. I have one payment left on this device and Ive been with this company for 7 years. I also have insurance on my phone in case of accidents. Well my screen protector is cracked to the point where my fingers are getting cut trying to use my phone. Ive called T-Mobile on several occasions as well as visited several locations to have my screen protector replaced. I am being told that there are no screen protectors for the size of my phone in stock and they dont know when theyre getting more. They did not suggest any solutions to this issue. And I cant afford an upgrade. Id like some sort of resolution.Business Response
Date: 07/22/2025
July 22, 2025
FILED ELECTRONICALLY
Better Business Bureau
***********************************************************
Re: Your File Number: 23598066
To Whom It May Concern:
****************** (T-Mobile) is in receipt of your correspondence dated July 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 a screen protector replacement. Please note, our customer purchased their screen protector from T-Mobile along with the optional Protection360 feature. One of the benefits of our Protection360 feature is a free screen protector replacement upon availability. Unfortunately, when the customer visited a T-Mobile retail location for a replacement, screen protectors for their handset was not available.
On July 16, 2025, our office contacted our customer and provided them with an amicable resolution. T-Mobile regrets any inconvenience this may have caused our customer.
Furthermore, we provided them our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
******** *******
Executive ResponseInitial Complaint
Date:07/13/2025
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.
The beginning of June I tried to switch my line over to ******** I purchased a phone and for 2 days they tried to get my line transfered. They were not able to transfer my line. I returned the phone and they said they would refund my money less a restocking fee. It has been over a month and they keep giving me the run around and have not returned my money. I want my money refunded.Business Response
Date: 07/22/2025
July 22, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23593106
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 13, 2025,regarding the account referenced in the above-mentioned file number. Please be advised we have made multiple attempts to reach the customer, which have proven unsuccessful
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to a refund request.
**************** confirm that the customer activated two new lines to their existing T-Mobile account. At the time of activation, the customer was unable to complete a port-in from their current service provider successfully. In addition, T-Mobile records confirm the customer took advantage of our Equipment Installment Plan (EIP) with the purchase of one handset, accessories, and one SyncUP Tracker,wherein an agreement was entered for monthly installments for their purchases. At the time of this purchase, the customer was required to remit a down payment, plus applicable taxes and fees.
T-Mobiles return policy allows customers to return devices and receive a refund if they decide to change their mind within the designated return window. For purchases made in T-Mobile retail stores,devices must be returned within 14 days of the purchase date. Please note that restocking fees may apply to returned or exchanged devices. These fees are deducted from the refund amount and are intended to cover the costs associated with processing returns and managing inventory.
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.
According to ********* records, the two new lines of service the customer activated remain active. The customer successfully returned their handset, accessories, and SyncUP Tracker to the retail location one day after account activation. Once returned devices and accessories are received, refunds are generally issued to the original form of payment.
Regretfully, our office was unable to reach the customer to discuss the specifics of their refund with T-Mobile. T-Mobile would like the opportunity to speak with our customer and address their concerns. We request our customer contact our office directly at the contact information provided in our contact attempts. 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
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