Business Profile

Mobile Phone Service

Sprint Now Part of T-Mobile

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

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

4,091 total complaints in the last 3 years.
1,269 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
******** has just swindled me $1,000 bill for a phone that I purchased out right from them that they now say I did not and a tracker for my son that I rented that they say I purchased. An idiot from corporate called me yesterday and was rude and ironic and said I was an old person and didn't know what I was speaking about. The local T-Mobile store swindled me into a deal I was not made aware of. The phone was exact trade the insurance was put on it. Now when I go to fix my phone they tell me there's no insurance. The authorities in my state say T-Mobile has swindled numerous seniors out of their store. Number one I want my phone fixed number two this was an outright trade this was no deal where I traded the phone and promised to stay for 2 years. I have been with T-Mobile for 35 years and I'm about to go to straight talk or clear choice because of their abuse of me. I want contact from somebody decent from corporate not the idiot that called me yesterday and called me an old person and that I perhaps was getting old and didn't know what I was talking about. ******** has turned into a disgusting abusive company
Business Response
Date: 08/25/2025

August 25,2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23778174

To Whom It May Concern:

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

Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customers privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that the complainant is not an authorized user on the account which is associated with the mobile number they provided and as such,we will not be contacting the complainant regarding their correspondence to your office. The account holder of record may add the complainant to the account by contacting T-Mobile ************* at **************. T-Mobile regrets any inconvenience to the complainant.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

******** ******
Executive Response
Customer Answer
Date: 08/26/2025

Complaint: 23778174

I am rejecting this response because:
0 absolutely inappropriate the complainant is the account holder. I am the guardian of my disabled son I have guardianship legal Guardianship and they can talk to me or my disabled son. Send me to the legal department of T-Mobile and I can obviously very clearly provide guardianship papers. They have my phone number they have my account they have my son's account and if it doesn't stop I am changing cell phone carriers the abuse is vivid and the taking advantage of seniors with sales tax that are unethical needs to stop
Sincerely,

**** K ******
Business Response
Date: 09/06/2025

September 6, 2025

FILED ELECTRONICALLY

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

Re:**** ******
Your File No. 23778174

To Whom It May Concern:

T-Mobile ***, **** (T-Mobile) is in receipt of your correspondence dated September 3, 2025, regarding the above-referenced file number.

T-Mobile regrets any continued concerns **** ****** may have and we appreciate the opportunity to respond. As indicated in our response to your office dated August 25, 2025, T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. An investigation of this issue has confirmed that **** ****** is not an authorized user on the account which is associated with the mobile number they provided and as such, we will not be contacting **** ****** regarding their correspondence to your office. The account holder of record may add **** ****** to the account by contacting T-Mobile ************* at **************. T-Mobile regrets any inconvenience to **** ******.

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

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

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

***** *******
Executive Response
Customer Answer
Date: 09/11/2025

Complaint: 23778174

I am rejecting this response because: this is a bizarre non-response. ******** was reported to the attorney general into the ***. Both complaints are registered and being worked on. ******** has a lawsuit pending from the attorney general in ********** for Consumer Fraud. It is a shame because I have been with this company since the '80s. If they would like to credit my account for any kind of Goodwill funds for their abuse of me that would be nice. I will be canceling my account if I do not get compensation for their abuse.

Sincerely,

**** K ******
Customer Answer
Date: 09/20/2025
I am the authorized user on this account. I have always been the authorized user. There are two authorized users on the account. ********************** is going out of their way to cause issues and abuse.
Business Response
Date: 09/23/2025

September 23, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23778174

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated September 22, 2025,regarding the account referenced in the above-mentioned file number.

Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customers privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that the complainant is not an authorized user on the account which is associated with the mobile number they provided and as such,we will not be contacting the complainant regarding their correspondence to your office. The account holder of record may add the complainant to the account by contacting T-Mobile ************* at **************. T-Mobile regrets any inconvenience to the complainant.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

***** *******
Executive Response
Customer Answer
Date: 09/23/2025

Complaint: 23778174

I am rejecting this response because: I have sat down with a detective from the attorney general in my state and filed a complaint against T-Mobile for their abuse. There are ****** complaints against them in my state alone. I am going to go to ******* that takes good care of their senior customers. I have also filed a small claims action in small claims division of the Atlantic City Courthouse. I have served T-Mobile my local T-Mobile office on **************** in ******************* **********. I suspect they will turn this over to district manager or corporate. This will get the ball rolling and maybe they will straighten out their abuse of senior citizens. They think I'm fooling around and that I'm going to sit here being abused by this unethical company, they are mistaken.

Sincerely,

**** K ******
Initial Complaint
Date:08/21/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a phone from them on August 14, 2025. The price of the phone was $69.00. I paid an additional $11.99 for express shipping and handling. I paid $7.25 for tax. The total amount that I paid was $88.24.The problem that I have had regarding this order is the fact that the phone was ordered on August 14. The express shipping and handling was paid so that the phone would be delivered 1 to 3 days after the order was placed. I should have received it by Tuesday (8/19) at the latest. As of today, the phone has been paid for, but I checked my account this morning and it shows, Order fulfilled: pending, Shipped: pending. Delivered: pending. The status is processing.I have decided that I would like for them to refund me the $88.24 that I paid them.
Business Response
Date: 08/25/2025

August 25, 2025

FILED ELECTRONICALLY

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

Re: Your File No. 23777625

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 July 28, 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 customers concerns pertain to a refund request for a device order. T-Mobile investigated these concerns accordingly.

For devices activated prior to January 4, 2024, customers received a ******** warranty, during which a device may be replaced for reasons covered by the warranty policy for the first time at no cost. For devices activated after January 4, 2024, the warranty period is 90 days. Within the warranty period, customers must contact ************* to determine the correct warranty replacement process. Outside of the warranty period,Assurance Wireless is no longer able to provide a replacement handset. Should customers require a new handset outside of the warranty period, we encourage them to review the devices available for purchase at the Quality One webstore. On June 1, 2023, Assurance Wireless launched our new web store in partnership with Quality One Wireless, where Assurance Wireless customers may purchase name brand phones and accessories compatible with the Assurance Wireless network. Customers may purchase new devices at full retail price, or via available financing options depending on qualification. Customers may visit *********************************************** for further information.

It is important to note that as of December 14, 2023, our customers also have the option to utilize ************************** handsets through our Bring Your Own Device (BYOD)activation. BYOD devices must be unlocked by the original carrier or original equipment manufacturer and be compatible with the network for them to be used with Assurance Wireless on T-Mobile's network. Some Assurance Wireless services may not be available or may require additional set-up to function properly. To determine if a device is compatible with our service, customers can visit ******************************************* and enter the devices ******** ******************** Equipment Identifier (IMEI). Please note, Assurance Wireless only supports physical SIM cards at this time; embedded-SIM cards (eSIM) are not currently supported.

Please note, our records indicate the order in question was placed with our authorized dealer Quality One Wireless. It is important to note that as an authorized dealer, Quality One Wireless is a separate company, and Assurance Wireless does not provide support for these handsets or orders. As such, we must respectfully decline our customers request for refund. Should our customer have any further concerns regarding their device order with Quality One Wireless, we encourage them to contact Quality One Wireless directly for assistance by calling ************. 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 Response
Initial Complaint
Date:08/21/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had switched my cell phone carrier from TMobile to ***** I was given a free number when signing up with TMobile some 5 years ago which was never used. It just sat there. I had asked for it to be removed over the 5 years as a customer but they said just to leave it. **** closed my account for me with **********************. Suddenly I am receiving bills and numerous phone calls a day that I now owe them for this number that was never used. I have called the 800 number twice, they tell me to go to the store to deal with it but they cant help. I was told to go to a store and have my account opened and then call the 800 but they do nothing. I have asked to speak with a manager but they never call me back. When I told them to cancel the phone number they are charging me for she told me she cant do that until the next billing period which was over two weeks away! They say once my main numbers were canceled the free number becomes the primary. No one ever mentioned that. Even when I was signing up with **** they said everything would be taken care of and the salesman helping me had just quit working for TMobile after 5 years of employment. They now want almost $200 and have sent me to collections. I am so frustrated and feel like they are punishing me for switching and no one will help. I dont know how a free number suddenly becomes the primary when it was never used because a phone was never connected to it. This is so wrong. Then to tell me they cant stop the billing on a number that has been free and not connected to a phone until the next billing cycle. Very upsetting! As soon as I told her I am calling you she suddenly was able to stop the billing. I was also told I would have until October to get this settled before it going to collections. Very upsetting for a business to charge me for a service that literally doesnt exist because no phone is connected to the number. Its like charging for a massage that you never received.
Business Response
Date: 09/01/2025

September 1, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23777222

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated August 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 billed charges for an active number on the account following transferring some voice lines to a new service provider via port-out.

T-Mobile records confirm, in May 5, 2025, four active voice lines were ported out from T-Mobile to a new carrier. The arrangement to transfer the lines of service was made directly with our customers new ********************** service provider and not with T-Mobile whose only involvement in this transaction,was to cancel the lines of service after our customers new ********************** service provider took control of them. In reviewing our records, T-Mobile first received a request to cancel the remaining lines of service on our customers account in July 2025, when our customer contacted T-Mobile.

Our office contacted our customer on August 22, 2025, advising them of the above information. We are pleased to report, we reached 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,

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

**** ******
Executive Response
Initial Complaint
Date:08/20/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called Tmobile and a representative told me that they had a promotion on getting 2 free phones with them to switch from my carrier to them. They have been billing me monthly for the FREE phones. I have spent countless hours on the phone with them asking them to fix the billing error, but they still have not. I spoke witha supervisor there about 3 weeks ago, who told me that they would pull the phone logs and get back to me within a day or two, but they never called me back.
Business Response
Date: 08/25/2025
August 25, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23771857

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 20, 2025,regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer may have experienced regarding their account, and we appreciate the opportunity to respond. In reviewing this matter, our customers concerns pertain to handset promotions.

After a thorough review,T-Mobile confirms that upon the activation of two voice lines, the customer purchased two handsets through our Equipment Installment Plan (EIP), agreeing to 24 monthly payments for each handset. At the time of purchase, multiple promotional offers were available, which provided monthly bill credits known as Recurring Device Credits (RDC) as long as the account maintained eligibility.

Both devices were successfully enrolled in promotional offers. One promotion fully covers the cost of the device through RDCs that match the monthly EIP amount. The second device, a ******* S24 FE, was purchased at a full retail price of $649.99. The associated promotion the *** qualified for provides a total credit of $600.00 over 24 months, resulting in a remaining monthly charge of $2.09 for the difference. ******** maintains that the account is being billed accurately and in alignment with the selected rate plans, equipment installment agreements,and eligible promotional terms.

T-Mobile contacted the customer on August 25, 2025, addressed their concerns, and resolved their issues. Additionally, we provided them with our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

****** ********
Executive Response
Customer Answer
Date: 08/25/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
Date:08/20/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I discovered that TMOBILE was charging me for lines and internet towers that I had cancelled in August of 2024. 8/2/257-10 days for request of billsPromise for a manager to callCheck on the status of the refundSara requested a bill reprintRequest for two additional lines to be removed from my ******************* ************ internetSince August, 20246:47 AM08/12/25Spoke with DanikaRequested bills for ********** from January 2023Please provide the bills electronically, for the time of August 2024 through August 2025. On 8/18/25Spoke with ***/ SaraRequested Supervisor to call backTransferred to JaJa - not a supervisorLines to be removed, and require a refund with a paper check, not an adjustment on the account. Requested ************* address, unit refused to deliver the address.Still working on the refund, From last year - Requested again with another call for 1:13:07It is with the back office and the processed from billing statement.I was promised by tomorrow, I will have the copy of the bills will be here (8/19/25)and a call from the manager about the delivery of the physical check for a refund.
Business Response
Date: 08/22/2025

August 22, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23771856

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated August 20, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer may have experienced regarding their account, and we appreciate the opportunity to respond. In reviewing this matter, our customers concerns pertain to billing and cancellations.

After a thorough review, T-Mobile confirmed the customer had four voice lines and two Mobile Internet lines. In January 2023, they purchased two devices on an Equipment Installment Plan (EIP) with a down payment, and agreed to 24 monthly payments for the remaining balance. Each device qualified for a promotion offering 24 monthly Recurring Device Credits (***), while maintaining eligibility. In August 2024, the customer canceled a voice line, which removed the *** due to ineligibility. The line was resumed the same day, and *** was reinstated. The **** were completed by the February 2025 billing statement. Our review found that no further cancellations were requested until April 2025, when two voice lines were canceled and a Mobile Internet line plan was changed to lower monthly recurring charges.

It is T-Mobiles position that our customer has been billed in accordance with the rate plans and services associated with the account. Our customer contacted ************* and requested bill reprints on several different occasions, which were completed. Please note that bill reprints are sent to the address of record and can take up to 10 business days to be received.

T-Mobile contacted the customer on August 21, 2025, addressed their concerns, and reached 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 Response
Initial Complaint
Date:08/20/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I lost my phone so I went into tmobile store in *******, **. I financed a new phone. Was there about 1.5 hours getting all set up. Later that evening a friend called 4 times and I never got the call. Then I called tmobile sat on hold for over 30 minutes and no one answered so I used the chat and was lied to and told there was an outage in my area and that is why I could not get phone calls and that they were working on it. That was a lie. This morning my friend called and again it did not ring. I called tmobile sat on hold for 30 minutes and finally a guy answered and said he could fix the issue. We got disconnected and whatever he did made it worse. I now have no service cannot connect to wireless have no cell data. Went to work, called again, sat on hold for 30 minutes. Was verified twice, first by AI and then by the ** *** and then he transferred me to ***** ID#******* who said she could not help me unless I could verify the one time use passcode. I told her I have no service. I cant receive or make texts. She said she could not help me. I then spoke to the rudest supervisor, NOVA, who did nothing but treat me like dirt and tell me to go to the store. I explained they are closed. She did not care. The reason for the call is the phone doesn't work. But they cant help me unless I can verify a text on a phone that can't receive texts. Now I have financed a new phone and wasted hours of my valuable time. I out money and time and I have no phone. I have cancer and doctors appointments and no way to call my doctors. This is a racket!
Business Response
Date: 08/27/2025

August 27, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23771819

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated August 20, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer may have experienced regarding their account, and we appreciate the opportunity to respond. In reviewing this matter, our customers concerns pertain to service issues after a handset purchase.

After a thorough review, T-Mobile has confirmed that the customer visited one of our retail locations and purchased an Apple iPhone handset through our Equipment Installment Plan (EIP). Under this agreement, the customer consented to paying the full retail price of the device in 24 monthly installments. During the visit, our retail team assisted the customer with activating the devices Embedded Subscriber Identity Module (eSIM). The following day, the customer contacted our ************* team to report issues with the new device. During this interaction, the customer was advised to visit a T-Mobile retail location for further assistance and verification.

To enhance account security and protect our customers, T-Mobile implemented Two-Factor Authentication (2FA) for postpaid account verification effective March 4, 2025. This process requires two forms of verification, such as the account PIN/passcode and a one-time PIN sent to the customers device. If the one-time PIN cannot be received, customers are required to visit a T-Mobile store with a valid government-issued ID to complete verification. Once the customer visited the retail location, they were able to assist the customer with their eSIM profile settings, and the phone and service issues were resolved.

Additionally, T-Mobile has verified the address on the customers account. Based on our coverage map, the address is located in an area with good coverage; however, there is a known service-related issue in the area that may cause intermittent connectivity. Our engineering team is actively working to resolve this matter, though an estimated time for resolution is not yet available.

T-Mobile corresponded with the customer on August 27, 2025, and confirmed their issues were resolved. Additionally, 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 Response
Initial Complaint
Date:08/19/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Toward the middle of July of 2025, my phone was stolen while I was in downtown *********, ***Using my friend's phone, I called T-Mobile to report it stolen and asked to have the phone disconnected.I was told that it would be better to simply suspend the account while waiting for a replacement to be delivered. To the best of my knowledge, I made the payment, and I waited for two weeks for the new phone to arrive.When nothing came, I checked on it and was told that it hadn't been paid for. So, I paid, again as far as I knew, and the replacement phone arrived a day or so later.After an unsuccessful attempt to activate it online I called directly. They 'couldn't verify' me because they couldn't send me a one-time PIN... to the phone that I was trying to activate, and they told me to go to the closest store to activate it. The fact that everything was gone, ID included, basically wasn't their problem.Due to money and transportation issues, I haven't been able to replace it ********* I received a letter in the mail requesting the past due amount of $66.57 because ***according to them***, even though I suspended my account, the fact that the it was 'only suspended' means that I own them money for the phone service on the phone that they wouldn't activate and which I've been unable to use for a month, and which is still sitting in the box.Their solution, when I called to ask about it, was to go to the store, and reactivate my phone, which I would have done already if I could have.I wasn't informed that suspending my account meant that I would still be expected to pay for the service. I asked the representative why I would only suspend it if I'd known that they would continue to charge ****** contesting the current and future charges until I'm able to get to a store and cancel the account for good. Then I hope never to hear from them again.Thank you
Business Response
Date: 08/25/2025
August 25, 2025

FILED ELECTRONICALLY

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

Re:      Your File Number: 23770477

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 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 a lost handset, suspension of services, account verification and billed charges.

After reviewing the customers account, T-Mobile confirmed that the account was suspended under the lost/stolen status in July 2025. Please note that monthly recurring charges for rate plans, features, and associated taxes will continue to be billed even if the service is suspended under this status. Our records indicate that a claim was filed for a stolen handset and in July 2025, our customer received the replacement handset.

Please be advised that beginning March 4, 2025, T-Mobile implemented Two-Factor Authentication (2FA).This security measure requires customers to verify their identity using two distinct factors, which may include the account PIN/passcode and a one-time PIN sent to their device. If a customer is unable to receive the one-time PIN, they must visit a T-Mobile retail location with a government-issued ID to verify their account. As the customer was unable to receive a one-time PIN, and they did not have a valid ID to verify at a T-Mobile retail location,our Fraud team advised our customer to get a temporary ID to use for verification and contact T-Mobile back to activate their replacement handset.

It is important to note,as of the date of this letter, our customer has not contacted T-Mobile with a valid ID to activate their replacement handset. However, on August 25, 2025, our office contacted our customer and informed them of the above. We are pleased to report we amicably resolved their 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 Response
Customer Answer
Date: 08/25/2025

Complaint: 23770477

I am rejecting this response because:
I've had problems with them since day one, starting with merely trying to activate the phone online. That didn't work, so I called using a different phone. They couldn't verify me because they couldn't send me a one-time pin on the phone that hadn't even been activated yet, so I had to go to the store.
Why offer to activate the phone online if the system doesn't work, and the *** can't activate it because they can't send the pin, and you have to go to the store anyway? Skip the malarky and just tell people that they have to go to the store.
The phone, fresh out of the box on day one, fell onto my hardwood floor and had a hairline crack in the screen despite the 'protective' case. That didn't cause the initial problem.
The sound kept dropping out when I'd make a call, either when I was speaking, or only dialing the number. Not even a ring tone. After the I don't know how many times, I called to ask for a new phone. Because it had a hairline crack, the warranty was no longer valid, and I'd have to pay for a ***lacement. The insurance I was paying didn't cover anything. What did I buy insurance for?
Over a month ago my phone was stolen. I called to ***ort it and asked for the account to be cancelled. The *** said that it would be better to suspend it, so I did. Nothing else was said. No notice that I'd still be charged for the 'service'.
I had the same problem activating the ***lacement phone, trying to activate it online, so again, using a friend's phone, I called.
They couldn't verify me without sending a one-time pin to my phone. I explained, several times, that one phone had been stolen, and I hadn't been able to activate the new one, so where was I going to get the pin? It would have taken less than a minute if they had sent it to my email, but they never offered. Apparently, it's not an option. Why?
Eight hours on the phone, being put on hold, transferred from one department to another, and waiting for call backs since I was 'a priority'. After getting no response from them, I called back, and they told me to go to the store and have it activated there.
I'd like to add that I'd provided my ID number several times during the conversation. They also couldn't verify me because I supposedly didn't know it. I ended up yelling.
Everything had been stolen, including my ID. I'm disabled and have mobility problems and knew that I'd have trouble getting to the **** Plus, like so many of us, there was the question of money, and I couldn't afford it, so I waited.
Last week I received a bill in the mail. For a phone service that I wasn't able to use. When I called, I hoped that they'd see how ridiculous the situation was and waive the fee.
Their response? Oh, it was just suspended! A fact that I'd mentioned several times as well. The *** didn't say it, but basically, I was being charged for just having the number. Think of it as being charged rent. So, he wouldn't waive the fee. His advice? Go to the store and have it activated.
I contacted the Better Business Bureau and lodged a complaint and received an email from a manager from ********, inviting me to call on her 'direct line', which I did.
It wasn't a direct line. She hadn't given me an extension number, so I tried to leave a message. The automated message informed me that the operator was unavailable, and the call was disconnected.
I sent another email to her and received the message that she would be gone for a few days and to contact another person. An email to him went unanswered.
Today, she called me back, and very cheerfully informed me that she'd waive the past due bill and that my account would be cancelled... BUT... I was now going to owe over $80. Why? Because the contract... the no hidden fees contract... stated that I had to keep the service for two years. There would also have been another charge of over $100, which she was also going to, out of the kindness of her dear little heart, bless it, waive as well.
The 'free' phone is only free if you stay with them for two years. The fact that I was inconvenienced to this extent made no difference. No wonder she was so cheerful! The idea of messing with me must have thrilled her to no end.
She advised me to pay by the time the bill was due to avoid being put into collections.

Sincerely,

******** *******
Business Response
Date: 09/05/2025
September 5, 2025

FILED ELECTRONICALLY

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

            Re:      ******** *******
                        Your File No. 23770477
                        T-Mobile Account No. *********

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated September 3, 2025,regarding the above-referenced account.

T-Mobile regrets any continued concerns ******** ******* has regarding the account, and we appreciate the opportunity to respond. Our records reflect ******** ******* activated the account on May 4, 2024, with one voice line ending in 9605 and one Home Internet line of service ending in 8384. Please note that our optional Protection 360 Tier 5 feature was added to the voice line of service ending in 9605 with a monthly cost of $9.00 plus applicable taxes and fees.

T-Mobiles handset protection features are provided through ********, a third-party provider. The feature offers device replacement in the event of hardware issues (i.e., mechanical breakdown), accidental damage, loss, and theft. The device will be replaced with a like-new device of like type and quality.

On the date of activation, ******** ******* took advantage of our Equipment Installment Plan (***) with the purchase of a ******* Galaxy A15 5G handset intended for use on the line ending in 9605. *** is a payment option that allows eligible customers to purchase handsets by remitting a down payment at the time of purchase, if required, and agreeing to pay the remaining balance in monthly installments. ******** ******* was not required to remit a downpayment; however, they remitted a payment for the applicable taxes on the full retail price of the device. ******** ******* then agreed to a series of ************************** the amount of $9.50. This purchase qualified for our Smartphone Activate ********: Android: $300.99 off Smartphone with New Voice Line (Smartphone Activate ********* offer,which provided 24 monthly Recurring Device Credits (RDC) of $9.50 while maintaining eligibility.

Additionally, ******** ******* also used our *** offering for one GoTo Tempered Glass Screen Protector, one ******* 25W Power Adapter and one GoTo Flex Case. ******** ******* was not required to remit a downpayment for the accessories; however,they agreed to a series of ************************** the amount of $5.00.

T-Mobile provided a 20-day return period which allowed ******** ******* to use the equipment to see if it met their needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund, less any restocking fee,,and if requested, cancelation of the service and any applicable equipment financing agreement entered at the time of the original purchase.

It is important to note that promotional device credits are paid out throughout the duration of the *** term with no means to speed up their payout. Any remaining promotional device credits will stop if service is canceled before the *** term is fulfilled. In addition, if a customer has an open *** and the account is canceled, any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the *** agreement provided at the time of purchase.

On May 7, 2024, ******** ******* contacted our ************* team stating they had received the handset but there was no *** card in the box to activate, therefore, our ************* team placed an order for a new *** card to be mailed to ******** Murdochaddress son file. Then on May 10, 2025, our records reflect a successful activation of the *** card and handset. Please note, T-Mobile is unable to substantiate that ******** ******* had issues with the one-time pin for the handset activation.

On June 26, 2024, ******** ******* contacted our ************* team and requested the cancellation of the Home Internet line of service ending in 8384. Pursuant to ******** Murdochs cancellation request, the Home Internet line of service was cancelled the same day.

On July 8, 2025, an unverified caller contacted our ************* team to request the suspension of the line ending in 9605 due to lost/stolen handset. It is important to note,for a lost/stolen suspension, the account does not need to be verified. For a cancellation request the account does need to be verified. ******** takes account security seriously and is committed to enhancing the protection of our customers' accounts. As part of this commitment, beginning March 4, 2025,T-Mobile implemented Two-Factor Authentication (2FA) for postpaid account verification. This security measure requires customers to verify their identity using two distinct factors, which may include the account PIN/Passcode and a one-time PIN sent to their device. If a customer is unable to receive the one-time PIN, they must visit a T-Mobile retail location with a government-issued ID to verify their account before access can be granted. As the caller stated they had lost their wallet with their government-issued ID, a request for our Verification team was sent. That same day, our Verification team contacted ******** *******, and they were able to verify ******** ******* as the account holder. Therefore, our ************* team assisted ******** ******* with filing a claim for the ******* Galaxy A15.

On July 9, 2025, ******** ******* filed a lost/stolen device claim for a ******* Galaxy A15 5G handset. Please note that a replacement ******* Galaxy A15 5G handset was shipped on July *******.

On July 28, 2025, ******** ******* contacted our ************* team stating they had received the replacement ******* Galaxy A15 5G handset and was ready to activate it. At that time, ******** ******* could not verify the account or receive a one-time pin and as such, a request was sent to our Verification team to contact ******** ******* to process a verification. On July 30, 2025, our Verification team contacted ******** ******* but regrettably were unable to verify ******** *******. As such, ******** ******* was advised to visit a retail location with a government-issued ID to activate the replacement handset.

The billing statement dated August 13, 2025, reflected a balance of $151.14, consisting of a past due balance of $69.57, and $65.00 in new monthly recurring charges, $9.00 for the Protection 360 Tier 5 feature, $0.57 for the taxes and fees, and a $7.00 late fee. Please note, the past due charges were due immediately and the new charges were due by September 5, 2025.

On August 19, 2025, ******** ******* again contacted our ************* team regarding the billed charges. At that time, as ******** ******* could not verify the account and as such, they were advised to visit the nearest T-Mobile location with a government-issued ID.Please be advised, under ********* ***, customers remain responsible for the remaining balance of their *** agreement even if their device is lost or stolen, unless the device is returned within the return period.
Please note, our records do not reflect that ******** ******* visited a T-Mobile Retail location after the above-mentioned interactions with our ************* team. Additionally, our records do not reflect a cancellation request for the account, therefore, the account remained on a lost/stolen suspension. Additionally, if the line was suspended for lost/stolen, the account still incurs charges during the time that services are suspended, meaning the customer is responsible for any charges that accumulate even while their services are not active.

On August 25, 2025, our office contacted ******** ******* and advised them of the above-mentioned information. At that time, ******** ******* requested the account cancellation and pursuant to their cancellation request, the account was fully cancelled the same day. Additionally, our office offered an account credit in the amount of $151.14,which ******** ******* accepted. As the ******* Galaxy A15 5G handset still has an *** balance of $85.50 balance, our office advised the *** balance would be reflected on their final billing statement on September 13, 2025. *********************** advised ******** ******* to remit the final *** balance payment upon receipt to avoid collection activity. ******** ******* accepted and stated they would remit *** balance payment upon receiving the final billing statement.

On August 28, 2025, ******** ******* contacted our office via email and requested to return the ******* Galaxy A15 5G handset and to be absolved of the final *** balance. At that time,our office corresponded via email with ******** ******* and advised them that the ******* Galaxy A15 5G handset was outside of the retired. Therefore, the ******* Galaxy A15 5G handset did not qualify to be returned. T-Mobile regrets any inconvenience to ******** *******.

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

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at **************.

Very truly yours,

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

***** ******
Executive Response
Initial Complaint
Date:08/19/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I just found out a week ago that I was being charged for an extra line on my T-Mobile account. I had no idea this on there and I never even used it or connected it to a device because I didnt know it was there. I asked them to it they still havent canceled it, and they will not reimburse me for the ***************************************************************** I didnt even use it. also Im trying to get a transcript of the chat that I have had with T-Mobile and they will not give them to me
Business Response
Date: 08/26/2025

August 26, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23768717

To Whom It May Concern:

T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated August *******, regarding the account referenced in the above-mentioned file number. 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 a billing dispute for a line they requested to cancel.

Our records confirm that a mobile internet line was activated at the time of activation of their voice line. Our customer reached out to our ************* team in August 2025. T-Mobile scheduled the line to cancel at the end of the billing cycle and also applied a credit to the account.

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 Response
Initial Complaint
Date:08/19/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My family and I have been with this company for over 35 years. The customer service is embarrassing. The phone recently purchased was purchased with a protection plan because my son is disabled. The protection plan was $10 a month. When I went to check on the plan a T-Mobile Filipino bad English speaking representative told me someone canceled the plan in May. I did not cancel the plan no one in my family canceled the plan I have spent five hours screaming at T-Mobile to put the plan back on and idiotic supervisors that have done nothing. I want the protection plan put back on my account and I find it unethical that it was taken off. There is no sense arguing with these customer service inept people in the ***********. I want someone from corporate to contact me immediately
Business Response
Date: 08/26/2025

August 26, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23765653

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated August 19, 2025, regarding the account referenced in the above-mentioned file number.

Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customers privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that the complainant is not an authorized user on the account which is associated with the mobile number they provided and as such, we will not be contacting the complainant regarding their correspondence to your office. The account holder of record may add the complainant to the account by contacting T-Mobile ************* at **************. T-Mobile regrets any inconvenience to the complainant.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

***** *******
Executive Response
Initial Complaint
Date:08/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 05/11/25 I purchased an iPhone 15 Pro Max from this T-Mobile location on monthly payments through T-Mobile, I had to pay in cash $118.90 for taxes and $1,199.99 would be billed at a monthly rate, when I got home that same day, I contacted T-Mobile customer service to pay off the device amount of $1,199.99 using my credit card in order to use the device at a different carrier. This was the instructions per the representative at the physical store. After doing this I was still unable to use the device at a different carrier and I contacted T-Mobile customer service again and they confirmed that the store representatives instructions were not correct and that I would have to wait 30 days after paying off the device to use it elsewhere. Two days later, 5/13/25, I took the device back to the same T-Mobile store I purchased from and spoke to ****** the store manager and she processed the refund in person with me. She handed me back my cash of $118.90 for the taxes and let me know the remainder of $1,199.99 would be issued back to the card used within 3-5 business days. As of 08/18/25, many calls have been made to the T-Mobile store, T-Mobile customer service, and the credit card company. ******** is unable to produce a receipt explaining that the $1,199.99 was refunded back to the original payment method so the credit card company is unable to dispute the purchase. ******** provides a receipt explaining the device was returned but no specifics on where the refund has gone.
Business Response
Date: 09/01/2025
September 1, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23765041

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated August 18, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to a recent Equipment Installment Plan (EIP) payment.

Our customer recently took advantage of our Equipment Installment Plan (EIP) with the purchase of new handset and agreed to pay the handset in 24 monthly installments. Our customer was not required to remit a down payment; however, they remitted a payment for the applicable taxes on the full retail price of the device.

T-Mobile provides a 14-day return period for all customers, allowing them to use the handset to see if it meets their needs. If the equipment is not acceptable, customers are able to return their device for a refund, less any restocking fee within the return period.

Our records confirm an EIP payment was remitted by the customer toward their device balance within the return period bringing the device balance to zero. We understand that the customer was requesting a Mobile Device Unlock. Please note that customers must have used the device on our network for 40 days to qualify for an unlock.

Our customer than returned the device within the return period and a refund for the payment remitted for the applicable taxes on the full retail price of the device. Due to an inadvertent error, the refund for the additional EIP payment was not processed at the time of return.

T-Mobile contacted our customer on August 23, 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 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,

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

******* Davis
Executive Response

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Sprint Now Part of T-Mobile is NOT a BBB Accredited Business.