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
- 4,081 total complaints in the last 3 years.
- 1,271 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/30/2025
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.
******** signed me up for 6 lines under a promotion, giving my family a 2400 dollars promotion for 3 new phones. The employees at my local Tmobile told me the lines were irrelevant and I wouldn't be charged for them. I was charged for 3 extra lines the first month for $366.13 instead of $231.50 They did not warn me about this at all.I called Tmobile and asked why they were charging me for the extra lines and asked if they could fix the problem. We concluded they weren't supposed to be charging me for 6 lines - only 3, because we only have 3 phones. The lady said she would have someone call us to fix ******* thing you know, nobody called us. They canceled the lines and took the 2400 dollar promotion away, and took our three S22+ Galaxy phones for free.I have contacted them relentlessly to try to fix it. Finally I got someone understanding and the *** told me they would refund me and fix it. They refunded me for one month - and then the next month began charging me $317.15 monthly again, instead of $231.50 Now I'm paying for 3 lines and for three phones FULL price, for an additional 2400 dollars over the next 2 years because they took our promotion and our previous (very nice condition) phones away.I contacted Tmobile over chat and phone again and they refuse to help me or fix the problem.Business Response
Date: 10/11/2025
October 11, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 23955916
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence date September 30, 2025, regarding the account referenced in the above-mentioned file number. Please be advised, the complainant is not the account holder or an authorized user on the account at issue; however, our office has received one-time permission from the account holder to discuss this matter with the complainant.
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 lines added to the account and promotion eligibility.
After a thorough review, our records reflect three upgrades were purchased on an Equipment Installment Plan. Our customer took advantage of our $800.00 off with New Voice Line and ************** Trade ********* promotion which would reduce the cost of the handsets through Recurring Device Credits. At purchase, three voice lines were activated. The lines were later cancelled at the account holders request. As those lines were required to meet eligibility for the promotional payout, upon cancellation, the account was unenrolled in the promotion.
On October 3, 2025, our office contacted our customer and addressed their concerns. ********** was able to reach an amicable resolution with 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 ResponseCustomer Answer
Date: 10/12/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ********Initial Complaint
Date:09/30/2025
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.
Few months ago I inquired about phone service with TMobile to switch from my other provider Metro everything got so messed up they sent phones and no way to have thing switch over was so stressed about the situation I kept getting switch over to different representative for days not success. I had to get the other provider to help me from ***** I sent everything back phone and all to Tmobile they returned my money back for all equipment on 7/21 for $76.18 which cover the phones return and I was advised I had no balance and that settle the account. On August 1rst sent a letter showing a balance of $62.44 I tried calling no one could help they said what was the phone number or pin # I advised no information because I do not have any information they said they could not help me. About a month ago they put my account in a collection agency there is no one to talk to to settle this information they just keep transferring you back in forth and I would like this debt off my credit record.Business Response
Date: 10/09/2025
October 9, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re: Your File Number: 23952054
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated September 30, 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 billing issues on a cancelled account.
After a thorough review T-Mobile confirmed that the account was activated in July 2025 and was cancelled in August 2025. Our review found the customer was billed correctly for the rate plan selected during the time the account was active.
T-Mobile contacted the customer on October 6, 2025, and addressed their concerns and came to 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 ResponseCustomer Answer
Date: 10/09/2025
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,
******* ***** FundenbergInitial Complaint
Date:09/30/2025
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.
T-Mobile - iPhone 17 pro max 512gb silver Sept - 11 - 2pm ish the last call to customer service; customer retention who detailed what I am to expect to receive when I trade in my phone to upgrade to the iPhone 17 pro max 512gb silver. When I went to process my order on 9/12 what was advised to me was not what I was seeing or receiving. Sept - 20 - spoke to customer service around 3pm and they will pull the call from 9/11 to review what what told to me and promised - $830 total trade in value to upgrade Ref# ********** - ******* They will call me back on Wednesday Sept - 24 - spoke to ******* who agreed the call was vague, misleading and the information provided was not accurate. I was then offered $100 extra bill credits to which I declined and requested an escalation since that was not a fair resolution to me. So I was then being transferred to a supervisor to discuss and the call was disconnected/dropped and no one called me back! Sept - 24 - spoke to Ace, supervisor who stated that he read the transcript from the call on 9/11 and that I was only provided the information of the trade in credit which is false. He lacked absolute customer service and understanding and was the worst *** to deal with as I did not feel like a valued customer. Sept - spoke to *****, she was going to pull calls and give me a call back again on 9/27 between 7:30 - 9:30pm since she seemed to understand the situation and was going to try to correct the issue at hand. Sept - 28 - spoke to ******, he noted that the last *** did try to call me back and had system issues so she was unable to. The *** advised that they are unable to honor the promotion since an order was not placed he wasnt able to do an escalation. So after all of that headache and stress here I am reaching out for a proper and fair resolution by T-Mobile for loyal customer of over 10 years!Business Response
Date: 10/10/2025
October 10, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23951620
To Whom It May Concern:
******************(T-Mobile) is in receipt of your correspondence dated September 30, 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 device promotion.
After a thorough review,T-Mobile confirmed that the customer recently contacted our ************* team to inquire about current promotions on ***** handsets. Regrettably, the customer was inadvertently provided information about a promotion for which they did not qualify.
Our records show that the customer began the upgrade process based on the initial information but did not complete the transaction after learning they were ineligible for the promotion. At that time, the correct promotional terms were clarified by our ************* team, and as a gesture of goodwill,the customer was offered an account credit, which they ultimately declined.
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 ************* team.
T-Mobile contacted the customer on October 2, 2025, and were able to come to an amicable resolution. 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 ResponseCustomer Answer
Date: 10/12/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** **********-*****Initial Complaint
Date:09/29/2025
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 am a California LifeLine phone ******* service with Truconnect was disconnected because My californina Lifeline benefits being transferred to Assurance Wireless without consent and knowledge.I believe this is a fraudulent account with **********************, Phone number : ************.I requested cancellation of the associated account, to close and delete this account.I need my Lifeline benefits freed up to be able to enroll with to another service provider.I was unable to contact a real person on the phone. I would like this account cancelled immediately!I am requesting that Assurance Wireless and TrueConnect immediately remove any account associated with my name or contact information and confirm that no service has been initiated in my name.Previous phone number:************ with TruConnect.Business Response
Date: 10/07/2025
October 7, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
************************
Re: Your File No. 23949920
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 September 29, 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, their concerns pertain to their Lifeline benefit transfer.
It is important to note that the Lifeline program is administrated by the National Verifier,
and Assurance Wireless is solely a **************** provider. As such, Assurance Wireless
makes no determinations on a customer's eligibility for the Lifeline program and relies instead
on information provided by the National Verifier for eligibility. Upon receiving notice from the
National Verifier that a customer's Lifeline benefit has been moved to another provider,
Assurance Wireless is obligated to remove the registration of their benefit in our systems so it
may be used without issue with the new provider, and we are not provided information regarding
the new provider
For more information regarding Californias guidelines for Lifeline, our customer may visit ******************************************************************************************* such, we recommend our customer contact the California Lifeline administrator by visiting: **********************************.
On October 6, 2025,T-Mobile contacted our customer. Upon our discussion, our customer requested their account to be cancelled and it was cancelled that day. Should our customer have identity theft concerns, we recommend completing the Identity Theft Affidavit supplied by the ************************. This is available on-line by going to the following link: ********************* and clicking on the Get Started button. T-Mobile regrets any inconvenience to our customer.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 7am 10pm CST.
Very truly yours,
******************
***** *****
Executive ResponseCustomer Answer
Date: 10/08/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,Initial Complaint
Date:09/27/2025
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.
Dear Tmobile, My family has been with T-Mobile since the year 2000 when it was ***********, and currently on a device installment plan with 7 payments remaining and a balance of $400. Each month I receive a $21.67 promotional credit applied to my account. My wife I believe just paid off her phone balance. Both Iphone Promax 15 on the 55 plan. At the time I enrolled in this latest promotion, I was never informed that paying off my device early would result in forfeiting the remaining credits. This omission significantly affects the value of the promotion and constitutes a lack of full disclosure, which I consider misleading and deceptive.I am requesting that T-Mobile honor the remaining promotional credits as I am needing to get rid of this phone as the latest ios26 has significantly changed the behavior of my phone. The phone is in perfect physical condition and these changes in behavior happened immediately after I upgraded the ios. I can no longer use ****** to see where my teen son is at. Also, the phone is laggy with Apple Music now, and the battery life has changed overnight. Terrible performance. I am requesting the full credits be applied so I can pay the phone off and get into a new phone that will help with my situation. This request is made in good faith to resolve the matter promptly and fairly.I appreciate immediate attention to this issue and look forward to a resolution.Thank you,***** Skenandore425-770-7784Business Response
Date: 10/06/2025
October 6, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23941297
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated September 26, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer may have experienced regarding their account, and we appreciate the opportunity to respond. In reviewing this matter, we have determined the customers concerns are pertaining to our promotional offers and Equipment Installment Plan (***).
T-Mobile records confirm the customer used our *** to purchase an Apple handset, and qualified for a promotional offer. As a result, the *** received a monthly Recurring Device Credit (RDC) for the duration of the ***, while maintaining eligibility. Please note, should a customer pay off the remaining balance for an *** while enrolled in a promotional offer, the offer will be removed, and future RDCs will cease. Please note, the *** was enrolled in the promotional offer and has been receiving the applicable monthly RDC, as reflected on the customers monthly billing statement.
T-Mobile contacted the customer on October 1, 2025, and advised them of the above information. We reviewed their monthly recurring charges, the monthly RDC, and the impact of paying off the *** balance. We are pleased to report we were able to reach an amicable resolution to our customers concerns. Additionally, we provided the customer with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
******* *****
Executive ResponseInitial Complaint
Date:09/26/2025
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 had a Assurance wireless free phone service..In January I transferred the **************** for Internet instead of phone service. So on May *****..I put money on the assurance wireless phone only for emergency purposes...Then On June 3rd I added more money. On September 10th I tried to call TurboTax & was unable to. So I called Assurance wireless same day to add money I was told at that time that I had $22.55 on my account. & young lady told me would make my account active again..So on September ***** I tried to make a call and was unable to..So I called & spoke with a young ******** said he had to switch me over to a ********** would take a few ************ phone would work .I asked him after he completed that .am I going to have anymore problems he said no because the system see that I am no longer a lifeline ************* switch to pay as I go. So today September 26th, 2025 I tried to send a text message & it said Text messages are blocked. So I called Assurance wireless & spoke to ****..She told me that I have to call everyday to have the restrictions lifted off my phone. I told her that I wanted a refund because why should I have to call everyday to have it lifted when I am a pay as you go customer. She she will do a refund, then comes back & tell me she can't refund me because I put money on there on June 3rd 2025 & it has to be within 90 to get a ********* I said in my complaint I use the assurance wireless phone only for emergencies. I was never told that on May 29th nor on June 3rd or any other time that I spoke with a *** about that policy. So at this time I would like a full refund of my $22.55 due to the fact that I have no intention of spending anymore money with them. **** told me to add $10 more so the restrictions can be lifted that ******* refuse. I pray that BBB can help me get my money back.Due to me being on SSD & those monies place on phone was for emergency purposes Only. I'm including screenshots of above dates I called Assurance wireless.Business Response
Date: 10/01/2025
October 1, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
************************
Re: Your File No. 23938453
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 September 26, 2025, regarding the above-referenced file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, our customer's concerns pertain to their account usage on our Flat 10 service plan. T-Mobile investigated these concerns accordingly.
Please be advised, the Flat 10 plan is a by the minute and text plan, which requires that customers maintain a credit balance on their account to utilize calling at a $0.10 per minute or text rate. Consistent with the Terms and Conditions of Service to which our customers agree, this service plan is implemented on a customer's account once they are no longer eligible to receive the Assurance Wireless Lifeline benefit. Please note, customers receive a free notification advising of the change.
Furthermore, the balance available for use with our Flat 10 service plan is subject to expiration based on the amount of the payment remitted per our Terms and Conditions of Service which may be found at ***********************************************************************; Per these requirements, additional time is added as follows:
45 days from the date of payment for payments between $10.00-$19.99.
90 days from the date of payment for payments between $20.00-$79.99.
365 days from the date of payment for payments of $80.00 or more.
Upon review of our customers account, the most recent payment remitted was in June of 2025, and based on the amount remitted, our customers balance expired in September of 2025. It should further be noted that payments older than 90 days are non-refundable, and as such, we are unable to process refund for the current available balance on our customers account.
In an effort to resolve our customers concerns, on October 1, 2025, our office manually extended the current balance expiration date through December 31, 2025, and manually restored our customers service on the Flat 10 service plan. Should our customer wish to continue making use of the service past this date, they will need to remit further payment upon either exhausting the available balance or reaching the current expiration date to extend services further. T-Mobile regrets any inconvenience to our customer.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 7:00 a.m. 10:00 p.m. CST.
Very truly yours,
******************
******* *****
Executive ResponseInitial Complaint
Date:09/26/2025
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a loyal T-Mobile customer for several years. In December 2024 and January 2025, I traded in two iPhone 14 Pro devices and one iPhone 12 device as part of a T-Mobile ************ the time of the transaction, I was explicitly told that:Each iPhone 14 Pro trade-in would qualify for $999 credit toward a new iPhone 16 Pro.The iPhone 12 trade-in would qualify for a $699 credit toward a new iPhone 16.I was further informed that these promotional credits would begin to reflect on my account within 23 billing cycles. Based on this representation, I agreed to trade in my perfectly functional devices and upgrade to new ********* has now been over nine months since the trade-ins, and I have not received a single credit as promised. Instead, I continue to be charged $116 per month for the devices, plus approximately $30 per line in plan charges, bringing my total to $206 per month for three lines.When I contacted T-Mobile customer service, I was told that:The promotion I was offered does not exist, and credits cannot be applied, and unless I had paper proof of the promotion, nothing could be done.This is unfair. I relied on T-Mobiles promotion when making the decision to trade in my devices. Without the promised credits, I am effectively paying hundreds of dollars more than what I was led to believe all while T-Mobile has already taken possession of my traded-in iPhones.Resolution Requested:Immediate application of the promised promotional credits ($999 each for two iPhone 14 Pros, $699 for one iPhone 12).Retroactive credit for all overcharges since the billing cycles when the promotion should have begun.Confirmation in writing that the trade-in promotion will be honored going forward.Why This Matters:I entered into this agreement in good faith. ********* refusal to honor its stated promotion has resulted in substantial financial loss and undermines customer trust. I request ********************* assistance in resolving this matter fairly.Business Response
Date: 10/06/2025
October 6, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23936635
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated September 26, 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 handset promotions.
We have reviewed the account and associated device purchases and promotions. Based on our findings,the account was subscribed to a rate plan that did not meet the eligibility requirements for our promotion. As a result, the devices received the promotional offer applicable to the accounts rate plan at the time of purchase. Trade-in credits were issued accordingly, and promotional device credits are being applied as outlined in the terms of the Equipment Installment Plan (EIP). These terms were presented and agreed to at the time of purchase.
T-Mobile contacted our customer on September 29, 2025, and September 30, 2025, and advised them of the above information. T-Mobile is pleased to report we were able to reach an amicable resolution to our customers concerns. Additionally, we provided the customer with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
*****************
***** ******
Executive ResponseInitial Complaint
Date:09/25/2025
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing a complaint against ******** due to reasons regarding account credits and network outages. I have contacted T-Mobile multiple times regarding internet connection issues, such as very slow upload speeds, which have caused my virtual call center business (****************) to not be in service and lose daily revenue (My main income). I spoke with a T-Mobile representative on Saturday, September 13, 2025, at 11:12 a.m., regarding internet issues for account#*************. The agent advised that there is a network outage in my area, which has been ongoing for five days prior, provided ticket#********, and claimed her supervisor connected my modem to another tower in my area. The issue was unresolved, and I contacted T-Mobile twice again on September 16, 2025, and conversed with an agent who transferred me to a supervisor. The supervisor provided a $50.00 credit and claimed he connected my modem to another tower to resolve the issue. Unfortunately, the T-Mobile agents do not provide truthful verbiage to customers. Therefore, I spoke with the business tech department agent and supervisor, who both claim that T-Mobile cannot change the modem to a different tower, and advised me to exchange my modem at a local store. I wasted gas money and 2 hours worth of my time on September 18, 2025, by exchanging the modem because the new modem was not the correct resolution. T-Mobile business tech representative informed me of ticket#********* and ********* on September 18th. I am requesting full credit for the past due and current bill because **************** has lost daily revenues for more than two weeks, and we are currently out of service due to T-Mobile and the Care team supervisor, who refused to credit the past due bill ($44.69) and the current ($72.00). According to T-Mobile agents, they are awaiting a part to fix one of the towers, and there is no ETA for when the issue will be resolved.Business Response
Date: 10/02/2025
October 2, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 23931722
To Whom It May Concern:
T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated September 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 to this matter. Upon review, the customers concerns relate to their business internet service, specifically regarding service issues and a request for account credits.
After a thorough investigation, T-Mobile confirmed that the customer recently contacted our ************* team to report issues with their Business Internet service. Our technical support team engaged in troubleshooting and identified a network outage in the area, though no estimated time of resolution was available at the time.
Our records show that the customer exchanged their gateway device in an effort to resolve the issue. However, service problems persisted, prompting the customer to call back and report continued disruptions. Again, no estimated time of resolution was provided, but account credits were issued as a courtesy by our ************* team. Unfortunately, we are unable to guarantee data speeds in any location. There is no way to predict an exact speed with the variety of factors that can affect a customers experience. The device speeds may vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell site. Additionally, customers may experience different results based on location and number of other customers on the network.
T-Mobile contacted the customer on September 30, 2025, and were able to come to an amicable resolution. 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,
******************
**** Archuleta
Executive ResponseInitial Complaint
Date:09/25/2025
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I need T-Mobile to unlock my device that I paid in full and whose line was activated for a year. Phone ********** was active for a year, I made an insurance claim for the device replacement which I got, I pad it in full like I was told by a representative and the I cancelled the line since I wasnt going to use it anymore, but I wanted to keep the device since I had just pad for insurance replacement, and T-Mobile wont unlock it because the device wasnt 40 days active, it was 12 days shy of meeting the 40 days but I canceled as I wasnt told by a tmobile representative that as long as I paid the phone in full it should be unlocked after cacelation went through since that number was active more than a year, it wasnt unlock and its not. So just because I made an insurance claim as a replacement phone was needed T-Mobile wont unlock it even though the phone number for than phone was active more than a year. I need the phone to be unlocked from tmobile carrier, I paid it.Business Response
Date: 10/03/2025
October 3, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re: Your File Number: 23931721
To Whom It May Concern:
****************** (T-Mobile) is in receipt of your correspondence dated September 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 Mobile Device Unlock (MDU).
After a thorough review, T-Mobile confirmed our customer made an insurance claim on their handset after it was paid in full and the handset was replaced. Shortly after the handset was replaced, our customer cancelled their voice line that the handset was used on. Since the line was cancelled and the replacement handset was not used for at least 40 days, it did not meet the requirements for an MDU. As such, ************* declined to unlock the handset.
On September 30, 2025, T-Mobile contacted our customer and was able to reach an amicable resolution. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
T-MOBILE USA, INC.
**** *******
Executive ResponseInitial Complaint
Date:09/25/2025
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.
******** contractors damaged my sewer line and has not returned my call concerning repair procedures. ******** installed fiber optic lines in my neighborhood during the summer.Business Response
Date: 10/03/2025
October 3, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 23931720
To Whom It May Concern:
****************** (T-Mobile) is in receipt of your correspondence dated September 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 to this matter. Upon review, the complainants concerns pertain to property damage resulting from fiber installation work performed by T-Mobile contractors.
Please be advised that T-Mobile does not directly perform or manage the installation of fiber infrastructure. These services are performed by an independent third-party contractor engaged by the applicable public utility or its authorized affiliates. Our records indicate that the installation of the fiber service was performed by Lumos Fiber. Accordingly, T-Mobile is not responsible for the methods, workmanship, or execution of the fiber installation process.
T-Mobile contacted the complainant on October 3, 2025, and were able to reach an amicable resolution. 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,
******************
**** Archuleta
Executive Response
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