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
- 3,868 total complaints in the last 3 years.
- 1,268 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:10/24/2025
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.
SPRINT ACCOUNT NUMBER: *************I URGE YOU TO REMOVE THIS ACCOUNT BEFORE I AM FORCED TO TAKE LEGAL ACTION. IF YOU CANNOT VERIFY THE **** PURSUANT TO ****. AND YOU CONTINUE TO REPORT IT ON MY CREDIT. I WILL FIND IT NECESSARY TO SUE YOU FOR ACTUAL DAMAGES AND DEFAMATION OF MY CHARACTER. ACCORDING TO **** REGULATIONS, I MAY SUE YOU IN ANY QUALIFIED STATE OR FEDERAL COURT. INCLUDING A SMALL CLAIMS I WANT THE BBB TO PUBLISH THIS DESCRIPTION SO THAT OTHERS CAN LEARN FROM MY EXPERIENCE. I REQUIRE A RESPONSE AND A PHYSICAL PROOF THAT I OWE THE **** THE BUREAUS REPORTED ON MY CREDIT REPORT. THESE ARE IMPACTING MY CREDIT PROFILE WITHOUT MY CONSENT. PLEASE REMOVE IMMEDIATELY.Business Response
Date: 10/31/2025
October 31, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re:Your File Number: 24061608
To Whom It May Concern:
T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated October 24, 2025, regarding the account referenced in the above-mentioned file number.
Regrettably, we are unable to assist with the request, as the Legacy Sprint account was sold or transferred to another company. If the customer has not yet been contacted by the company that the Legacy Sprint account was sold to, please know that someone from that company should be contacting the customer soon to assist with handling of their inquiry and account management. If the customer has already received a letter from the company, please refer to the contact information outlined in the letter to reach out to the company.
Please note that this complaint has been forwarded to the company that now owns the previously noted account, for review and response.
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:10/24/2025
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.
My acct. at ******** was terminated in June, phone paid off and bill paid in person at the ******** store They continued to charge me for a full month afterwards.i cancelled the contract but they continued to charge me. And the bill is consistently goin up. This is fraud in my opinionBusiness Response
Date: 10/31/2025
October 31, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re:Your File Number: 24061027
To Whom It May Concern:
T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated October 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 billing dispute.
Our review found that the last payment remitted in May 2025, which covered the billing period from April 2025, through May 2025. Our customer canceled their voice line mid cycle in May 2025, when they ported their line to another carrier. Pursuant to T-Mobile policy, customers are responsible for all charges through the end of their service term. Accordingly, our customer was billed through the billing period ending in June 2025.
On October 30, 2025, our office contacted our customer and addressed their concerns. 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,
******************
****** Chavez
Executive ResponseInitial Complaint
Date:10/23/2025
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.
In February 2025, we took the opportunity to upgrade a phone on our family plan for a new phone. It was a ****** pixel and we were upgrading to an iPhone. We had a deadline to send it back by February 17th, which was presidents day. We had been sick for some time before that and also had bad weather so we connected with T-Mobile customer service via live chat on Friday Feb 14th or Saturday Feb 15th and we were told that if we dropped it off at a tmobile store, that would still count as getting it in on time. We drove an hour to the *******, ** store and dropped the phone off there. It was in the brown box that we had already affixed the shipping label to. They told us they would mail it back for us. They did not take our name or anything, were quite rude. This was our only option per the T-Mobile customer service live chat *** so we left it with that store and went home. From March until now, I have reached out to T-Mobile customer service MONTHLY - at least 7 times - because we kept being charged full price for the iPhone even though it was only supposed to be about $7 and change per month. Every time I spoke with a ***, I received a different answer but every single one assured me this would be fixed. Each month would come around, and it wasnt fixed, so then Id have to take time out of my schedule to contact them. They would then add a credit to my account and say it will be fixed moving forward. Ive been told everything from they received the phone but are still inspecting it, to we received the phone and the **** doesnt match (which makes no sense because we got the ****** pixel from T-Mobile to my favorite we never received the phone. I am sick of having to reach out and have given T-Mobile more chances than they deserved to get this remedied. This has not been a great experience and the customer service, while the ***s were nice, it doesnt seem like they knew what they were talking about.Business Response
Date: 10/31/2025
October 31, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re:Your File Number: 24052710
To Whom It May Concern:
T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated October 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. In reviewing this matter, the customers concerns are pertaining to a trade-in handset and missing a device promotion.
After a thorough review, T-Mobile records indicate that the customer purchased an Apple iPhone 16 Pro devices on an Equipment Installment Plan (***), while trading in a ****** Pixel 7 Pro 5g device, to meet a promotions requirements. Our records indicate the *** was not enrolled in a promotion due to the trade-in device not being scanned in as a return. This resulted in the *** being charged the full installment price.
On October 29, 2025, our office communicated with the customer, addressed their concerns and provided an amicable resolution to their satisfaction. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter. T-Mobile regrets any inconvenience to the customer.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
******** Derrick
Executive ResponseInitial Complaint
Date:10/22/2025
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.
Account was close within 6 days. Account was not use and phones and charger were returned. Money still not refunded and ******** do not want to close account in is charging me two months for account a didnt useBusiness Response
Date: 11/04/2025
November 4, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re: Your File Number: 24052150
To Whom It May Concern:
******************(T-Mobile) is in receipt of your correspondence dated October 22, 2025,regarding the account referenced in the above-mentioned file number. Please be advised we have made attempts to contact our customer, which have proven unsuccessful.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to charges for devices and monthly bill when they returned the devices during the return period.
After a thorough review,T-Mobile confirmed that our customer purchased two handsets and various accessories. ******** provided a 14 day return period which allowed our customer to use the equipment to see if it meets their needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable equipment financing agreement entered at the time of the original purchase. At the time of the return, T-Mobile records reflect our customer received a refund for their up-front charges. However, the account was not cancelled.Our customer returned to the retail store after receiving bills and partnered with our ************* who cancelled the account and issued an account credit,leaving it closed with a zero balance.
Should our customer wish to discuss their concerns, they may contact our office directly using the information provided in our contact attempts.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
**** *******
Executive ResponseCustomer Answer
Date: 11/05/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to notify you the claim # ******** was resolved and my refund was received by bank credit card on 10-23-2025 and I would like to close this complaint.Thank you for your support
Sincerely,
******** *********Initial Complaint
Date:10/22/2025
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 bought a T-Mobile iPhone Apple iPhone 14 I purchased it October 2024 on credit. I paid it off. Its been a little over amonth now I bought a couple other things with it out of the T-Mobile store on the address I submitted in *************, my bill was 170 which is noproblem. I paid it but when I paid off, ******** continue to send me the same bill nothing changed. Everything was paid every single thing I even bought a box is a hotspot box for like when Im on a plane traveling but when I talk to that T-Mobile agent October 2024, I told himI said when I pay this office at **** and you pay this off, you said you wont have nothing but the the Internet to pay for and I say great. Ill just get prepaid and you know pay that little cost by itself he said sounds good. We do here. Let me tell you Ive spoken to him about 15 people. They have lied to me. Im I want a limited income. Im on Social Security disability. They have lied and taking advantage of every conversation that Ive had with them. I dont want the service theyre giving me and theyre tellingme I have to come in. You cant do it over the phone now. They told me you could do it over the phone but now I have to go there get them to take my Social Security number Off the account so that I can get a regular phone regular regular rate which is a pre-prepaid plan because well I cant afford this this priceif that aint a scam I have been lied to and over and over Ill go there and they were like 20 to 30 people standing just looking around and other people were using my number and my Social Security number. My ID everything to get phones through T-Mobile, who is aware because they gave them my information.Business Response
Date: 10/31/2025
October 31, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re:Your File Number: 24049955
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated October 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 changing to a prepaid service as well an experience at a Retail Location.
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.
After reviewing the account, we confirmed that the customer activated one voice line of service and one mobile internet line in October 2024. Our customer discussed the account with ************* and was advised to pay off equipment and when that is completed, they can switch to a *************** at a lower cost. Our records confirm in July 2025 and September 2025, the Equipment Installment Plans (EIPs) were paid off.
In October 2025, calls were made to ************* regarding the rate plan. The customer was offered to change to a different Postpaid rate plan and this was accepted. Thus, the account was scheduled for the rate plan change. It should be noted that this change was only completed for the voice line of service. Please note, the Mobile Internet line was suspended and not cancelled, therefore, it accrued monthly service charges. T-Mobile records do not show any unauthorized account access.
On October 31, 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. T-Mobile regrets any inconvenience to our customer.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
******** ****
Executive ResponseInitial Complaint
Date:10/21/2025
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.
Back in around I believe it was November I went to T-Mobile on ******** to potentially set up service. I went in with my iPhone 11 attempting to potentially trade it in. I couldnt afford the amount it cost to set up service so I declined setting it up and stuck to my current provider. Within 30 to days I started receiving a bill of under $100 for cell phone service because there was a phone number activated or two under my name. I reached out to T-Mobile and I was told the issue was corrected and there would be no further billing and the balance was wiped out. Shortly after I started receiving phone calls and letters from Bill collectors regarding the bill that I was told was wiped out. I recently reached out to T-Mobile customer service support line and they directed me to go into the store on gull Road. I have now been in there on several occasions. My information has been taken down multiple occasions for a manager to reach out or call me due to the people in the store who are working stating theres no manager there No manager has ever reached out and the issue is still not been corrected and I am still being billed for service that Ive never even started I do not even know the phone numbers or the so-called pin code that was set up for the account. Each time Ive reached out Ive been asked for these information and told them that I dont have them because I never set up service.Most recently I went there about two weeks ago and I was given the same runaround of oh theres no manager on duty. Somebody will call tomorrow. My information was taken down and I have yet to hear any phone call back, but yet I am continue to receive notification from bill collectors on behalf of ******** at this point I have stated for almost a year now that this was a fraudulent account being opened because I never opened it and I still have my current provider that *** had for over three years now and no one has corrected the issue.Business Response
Date: 10/30/2025
October 30, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re: Your File Number: 24042121
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated October 21, 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 charged for service they did not utilize.
After a thorough review,T-Mobile records indicate that in In November of 2024 our customers account was activated with two voice lines of service. During the same month, our customer contacted ************* to dispute the activation of the account and charges which were billed for the first billing cycle of service. Regrettably, ************* was unable to assist the customer as they were unable to verify the account. Nevertheless, on the same date the account was cancelled by T-Mobile.
Between January of 2025 through February of 2025, our customer contacted ************* regarding the due balance. However, they were unable to receive the one-time PIN for verification purposes and as a result, they were required visit a T-Mobile retail location with a government-issued ID to verify their account before access was granted. Furthermore, as the account went unpaid, it was referred to a third-party collection agency and in addition,a collection fee was assessed to the account.
On October 28, 2025, our office contacted the customer and we provided an amicable resolution. Additionally, we 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:10/20/2025
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.
The only way to accomplish anything with horrible Assurance Wireless is by filing a BBB against them and ********* ******** is cheap and will not hire **************** to handle it's calls. Instead they expect their customers to deal the world's worst call center in the *********** that are lazy and do absolutely nothing. ******** expect us to pay for their cheapness with our time by filing BBB complaints and trying to understand broken English. Their only job at the Assurance call center is to get a pay check from ********* pick up the phone and do nothing. 5 years using this nonsense Assurance not one time has their pathetic Philippine call center resolved one problem. NOT ONE TIME. ******* DOES NOT CHANGE.I had problems with the phone dropping calls regularly because of sim card issues. Sim synch nonsense. Oct 8 called and asked for a sim card. They sent one and their carrier *** lost the shipment. Assurance does nothing to *** or send a new one. I have been playing in levels of h*** with their stupid call center that will not do anything to fix the problem. They will not escalate or expediate a new one. They expect you to wait 3 weeks to 1 month to get one. Demented stuff. Eating glass is easier than dealing with their call center.Business Response
Date: 10/30/2025
October 30, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re: Your File No. 24039673
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 October 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. In reviewing this matter, the customers concerns are pertaining to handset issues and *************.
We appreciate the customer taking time to provide details of their interaction with our ************* department. Please be assured that we value customers feedback and will utilize this input to improve our training and processes as we are continually striving to improve the quality of service provided to our customers. We apologize if any employee failed in any way to display that during their contact with our ************* department.
Our records confirm the mobile number ending in 9006 is currently subscribed to our Lifeline plan. Further review confirms on October 26, 2021, the customer was using a WKO Life2 handset with the ******************** Equipment Identifier (****) ending in 0842. On July 10, 2025, we confirm that the customer was assisted by ************* with changing their handset as requested to an ANS U313AT handset with the **** ending in 2916.
Our records confirm on October 8, 2025, the customer was assisted with a System Identifying Module (***) card order. Further review reflects that this order was delayed due to the shipping carrier issues. On October 23, 2025, our support team placed a new *** card replacement order and was shipped via 2nd day shipping.
We recommend contacting ************* once the *** card is received for assistance with activation and we regret any inconvenience.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** during the hours of 7am 10pm CST.
Very truly yours,
T-MOBILE USA, INC.
****** *********
Executive ResponseInitial Complaint
Date:10/20/2025
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 November 11th ********************************************************************* my iphone 14 pro max for a new iphone 16 pro max and an apple watch that was in promotion was told in connection with the phone upgrade the watch was free and tha I would only have to pay $10 dollars a month for the line, also I had to change my plan to a new 5g plan which I agreed to do, then I was told to bring the old phone to store located on *********************************************************************************, which I did on November 12th 2024 the very next day, how ever the manager at the store at the time while processing the receiving of the phone asked me why I had to change the plan that there was no need to pay more for a different plan and changed it to my original Magenta 55 plan, not knowing that it hurt the promotion, after multiple phone calls to T-Mobil I was giving around $300 in bill discounts and I'm currently paying the full amount of the phone being charged $50 every month and about $2 dollars for the apple watch. About 3 months ago there was a promotion for apple watches again and I got one for my wife wit the promise that it was free again and would only pay $10 dollars a month and that the discount would reflect the 2nd billing cycle and guess what it isn't the case once again the associate that worked on the case called me last month a day before of the statement told me that it would be just fine that my bill wouldn't be higher that $148 a month and in fact it was but this month the bill is close to a $170 I called again to complaint and was told that the discount applied to the watch was different and that is the correct amount to pay every month. No disrespect but I'm fed up with this company and what is worse I can't change to another company for at least another year, I'm a 65 year old person and disable that should've never had to go thru this ordeal over and over again.Business Response
Date: 10/31/2025
October 30, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re:Your File Number: 24038545
To Whom It May Concern:
T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated October 21, 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 monthly billed charges, and promotional offers.
After thorough review, T-Mobile records reflect the account is receiving all promotional offers our customer is qualified for, and the monthly billed charges have been billed correctly. Please note, our customer had agreed to a previous rate plan change at the time they purchased the devices; however, the rate plan was removed after our customer went into a local retail location, which the expected promotional offers were not applied as they required a qualifying rate plan.
On October 28, 2025, T-Mobile contacted our customer and addressed their concerns. We came to an amicable agreement, which the customer accepted as a full 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,
******************
***** *****
Executive ResponseCustomer Answer
Date: 11/03/2025
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:10/20/2025
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.
I was approached in ****** by a ******** representative. I told them ******** does not work at my ranch in ******, **. He told me it should, so I agreed to SEE if it would. He said give me your information now so if it does work you are set up. I was never under any impression I was activating an account, completely misled. Two weeks later I tried the *** card he gave me, had 3 dropped calls, and knew it would not work. I texted ******* at ****** Kiosk to say "sorry, it did not work". Went out of the country for 3 weeks, and returned to a $75+bill. I have explained over the phone more than once, sent a letter explaining what happened, and they have now turned me over to a collection agency. I feel I was totally lied to by the salesman, and T-Mobile will not listen to me. I am not paying this bill.Business Response
Date: 10/30/2025
October 30, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re:Your File Number: 24037482
To Whom It May Concern:
T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated October 19, 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 coverage and a balance owed following the cancellation of their T-Mobile account.
We regret any coverage concerns our customer experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability.
After thorough review, T-Mobile records reflect the customer activated an account on June 6, 2025, and the account was cancelled on June 15, 2025. It should be noted, a balance remained owed on the customers account. As a result, eventually, the account was referred to an outside collection agency for collection attempts.
On October 30, 2025, our office contacted the customer and addressed their concerns. Please note, we provided a resolution to their satisfaction. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter. T-Mobile regrets any inconvenience to our customer.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
******* ******
Executive ResponseCustomer Answer
Date: 10/30/2025
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:10/19/2025
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.
********* has charged me for a phone that they gave to me for free when I switched carriers from a *** to *********Business Response
Date: 10/30/2025
October 30, 2025FILED ELECTRONICALLYBetter Business Bureau****************************Boise, ID *****Re:Your File Number: 24036443To Whom It May Concern:T-Mobile ***, **** (T-Mobile) is in receipt of your correspondence dated October 19, 2025, regarding the account referenced in the above-mentioned file number.T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, their concerns pertain to equipment promotions.After a thorough review, T-Mobile confirmed that our customer purchased a handset using our Equipment Installment Plan (***). This purchase qualified for a promotion where the Recurring Device Credit (RDC) was scheduled to offset the monthly ***. Our customer later transferred their mobile numbers to another account, however, the **** did not transfer along with them. This resulted in the *** balances accelerating. As the account remained unpaid, the account was referred to an outside collection agency.On October 28, 2025, T-Mobile contacted the customer and addressed their concerns. We reached an amicable resolution with our customer. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.Very truly yours,T-MOBILE USA, INC.***** ****Executive Response
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