Business Profile
Mobile Phone Service
Sprint Now Part of T-MobileHeadquarters
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Complaints
This profile includes complaints for Sprint Now Part of T-Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,662 total complaints in the last 3 years.
- 1,209 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:06/04/2025
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.
After receiving my receipt, I received multiple emails from T-Mobile Business that my T-Mobile ID was ready, my order was shipped and I would be able to activate at that time I receive the phones.I had to call ************* and was told although, my T-Mobile ID is connected to the 2 Business lines, my personal T-Mobile account was linked to the T-Mobile ID that was sent for my Business account.I was told I would need to verify my Identity and that the lines were cancelled. This is unacceptable. As ********, approved the 2 business lines, took my payment for the 2 Iphones, and sent a T-Mobile ID for the Business account.Why and How could a Business Account T-Mobile ID ever be linked to a personal account? T-Mobile Business acted unethically in my case. To say, my Business lines were cancelled and that in order to activate I would have to verify my identity is unacceptable. It should have been done within a day over the phone. This was T-Mobiles error not mine.Business Response
Date: 06/13/2025
June 13, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23416711
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 4, 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 customer's 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 customer is not an authorized user on the account which is associated with the mobile number they provided. The account holder of record may add the customer to the account by contacting T-Mobile ************* at **************. Additionally, the account holder or one of the authorized users on the account may contact me at the number below to discuss this matter further. T-Mobile regrets any inconvenience to the 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,
*****************
******** *******
Executive ResponseCustomer Answer
Date: 07/08/2025
Complaint: 23416711
I am rejecting this response because: After going into a ******** store, I did get the 2 business lines activated.
However, I still do not have a Business TMOBILE ID to set up my business online account.
The ******************** ID that was assigned to me is linked to my husband's personal TMOBILE account.
The 2 business lines are not in my business name "***********************" and should be.
As of today, the phone number on the caller ID reads "********" and should be "***********************".
After checking my balance, which is not the agreed amount I owe 1375 due on July 18th.
There are definitely, issues that need to be addressed.
Please see attachments:
Order receipt
EIP Agreement with TMOBILE
Account number
Sincerely,
***** ********Business Response
Date: 07/10/2025
July 10, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: ***** ********
T-Mobile Account Holder J ********
Your File No. 23416711
T-Mobile Account No. *********
To Whom It May Concern:
******************(T-Mobile) is in receipt of your correspondence dated July 8, 2025, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is J ********, and ***** ******** has been designated as an authorized user of the account. Please be advised we have made attempts to contact ***** ********,which have proven unsuccessful.
T-Mobile regrets any concerns ***** ******** may have regarding the account, and we appreciate the opportunity to respond to this matter. Please be advised that ***** ******** is not an authorized user on the individual account referenced in our previous response to your office. However they are an authorized user on the business account referenced within this letter.
T-Mobile records indicate that the account was activated service on May 28, 2025, and subscribed to T-Mobiles Business Experience Beyond rate plan billed at the monthly rate of $180.00 for two lines ending in 8316 and 8317. In addition, our Equipment Installment Plan (***) was used with the purchase of an Apple iPhone 16 handset. Accordingly, a down payment in the amount of $347.43 was remitted and a series of ************************** the amount of $24.12 were agreed to. Furthermore, *** was used to purchase an Apple iPhone 15 for line 8317. Accordingly, a down payment in the amount of $347.43 was remitted and a series of ************************** the amount of $24.12 were agreed to.
On May 28, 2025, T-Mobile cancelled the account as our **************** team identified a discrepancy on the account. To resolve the discrepancy, specific documentation was required. Please be advised if a customer has an open Equipment Installment Plan (***) 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 June 10, 2025, the account was restored, and the mobile phone numbers were changed from 8316 to 0823 and 8317 to 0826. The billing statement dated June 27, 2025, reflected a balance of $1,374.17 which consisted of rate plan charges, accelerated equipment charges, and features. On July 8, 2025, a credit of $1,200.00 was applied to the account, reducing the balance owed to $174.17 and the ***s were reinstated.
Please note that the account is a sole proprietorship account that is a business account type where the business is owned and operated by a single individual, and the account is established using the owners Social Security Number rather than a separate business tax identification number. The account is under the name of the individual, who is personally liable for the account, and may reflect the business name as well. Should ***** ******** wish to have the name changed, they will need to visit a T-Mobile store with proper identification for assistance.
Additionally, ***** ******** account can set up or manage their T-Mobile ID using the T-Life app, which allows them to access and manage their account digitally under their individual account information. Furthermore, ***** ******** can utilize the self-service options to change their caller id.
T-Mobile would like an opportunity to speak with ***** ******** to ensure their concerns are completely resolved. We invite ***** ******** to contact our office directly at the number listed below. T-Mobile regrets any inconvenience J ******** may have experienced.
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,
T-MOBILE USA, INC.
******** *******
Executive ResponseInitial Complaint
Date:06/03/2025
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 made a bill payment spoke with the online **** more then once even the manager with ******** they lost my payment, I filed out the paperwork they asked for number of times sent **** with screen shots that showed date there info that it was paid. The very first rep who I called to help me with payment ended up walking me threw the online way because the phone way keep going to my moms card I'm also a authorized user on the account never paid it this way before. He told me it would avoid the 10$ fee if they do it, Before he got off the phone he checked to make sure it was there. 3 days later my mother is getting text that the bill has not been paid when she was right there when I prid it. so I called ask them what happen to my payment they take a look tells me she sees I called in & they walked me threw but payment its missing I need to fill out paper work send **** which I did a bunch of time they keep asking for the same thing by the time I got off the phone it was agreed that my payment was in ************* phone wouldn't be cut off cause they see its paid they just have to find out what happened they asked me the card I used they research & reach out Wednesday the 4th of June well I found out they cut me off before that because I was messing messages my mom tried to make call from her phone so I called & talk to someone who gave me a run around I explained my situation to them told them they have my payment &what was agreed upon turn phone back on she looked at the account saw it but wouldn't do anything told me to make a payment arrangement & to fill out the same papers I filled out a bunch of times did a payment arranged before which they still took my money after saying they wouldn't so I told them no I don't agree to pay more on a certain day I know how it works tun my phone on let me speak to manager she did not till I asked over& over they gave me no help getting my phone back on said follow up is Tuesday when i was told Wednesday & have no phone.Business Response
Date: 06/13/2025
June 13, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23414411
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated June 4, 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 missing payment.
After a thorough review, T-Mobile confirmed that the payment was not posted to the account.
Our review found the investigation initiated by the customer was not completed due to incomplete documentation. As the account remained past due, the account was suspended for non-payment.
T-Mobile contacted the customer on June 6, 2025, and addressed their concerns. T-Mobile was able to reach an amicable resolution with our customer. 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 ResponseInitial Complaint
Date:06/03/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
June 3, 2025 Order #*********-00 T-Mobile Affiliate - Assurance Wireless!The T-Mobile/Assurance Wireless phone does not work, and they demand that unsuspecting subscribers pay the full cost of return shipping plus a 50% restocking fee. I'm a 76-year-old retired man on disability and food assistance programs from the state of ********. (This is B.S.)They've provided three telephone numbers, but none offer answers regarding product returns; only an email and a website that outline an unconscionable return ********* citizens need to demand justice in a class action lawsuit against illicit scammers like this? USMC **** (Ret) ********* [*******/***********]Business Response
Date: 06/13/2025
June 13, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: ********
To Whom It May Concern:
******************(T-Mobile) is in receipt of your correspondence dated June 3, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining a device purchased through a third-party vendor. The customer activated an ********************** account.
Please note Assurance Wireless no longer offers free devices. However, our customers can purchase once using the Quality One Program, a third-party vendor, which provides the option to purchase or finance devices by contacting them at *****************************************************; Our customers also have the option to Bring Your Own Device, (BYOD). 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. ************* can assist our Customers with the device activation process at any time.
Upon reaching the customer on June 9, 2025, they advised they did not know the name of the third-party vendor. We recommended the customer review their receipt, email messages, text messages, and financial statement,to see if they could find the name of the third-party vendor and contact them. We also advised if they have a BYOD device,we can assist in activating the device on the account. Additionally, we provided them our contact information should they have any additional questions regarding their Assurance Wireless account.
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:06/03/2025
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.
In January 2024 I filed a complaint against Sprint T-Mobile because they had failed to provide credits on my account for a trade in phone. Executive staff of ******** contacted me and gave me a credit on my account as well as promised that my service would never be greater than $30 per month for unlimited everything. I was previously a long time Sprint customer and was grandfathered into T-Mobile. I paid $28.32 per month as was promised until July of 2024 where my bill went up from $28.32 to $45.38 with no explanation. Now that all credits have rolled off I am being charged $52.38 per month for service. This is not what was promised nor what was agreed upon. All other carriers are offering unlimited everything services for $30 per month. It appears at least on the surface that even though T-Mobile gave me the credits they are trying to recoup those savings by charging a higher plan fee than what was promised. These increases have me paying an additional $300 per year more which is equivalent to the original credit. Very deceitful!!!! I am seeking a billing adjustment equivalent to bring my account down to the $28.32 per month that was originally promised.Business Response
Date: 06/13/2025
June 13, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23413435
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated June 3, 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 their Monthly Recurring Charges (MRC).
Our records reflect that the customer was migrated to T-Mobile service for a rate of $50.00 plus taxes, for one voice line. Further records indicate that the customer took advantage of our Equipment Installment Plan (EIP) offering by purchasing a handset for use with service. However, due to incompatible rate plan, the device did not qualify for Recurring Device Credits (RDC) associated with a device promotional offer.
Therefore, ************* added a promotional credit to the account in the amount of $22.00 per month for a total of 24 months to satisfy the missing promotional offer. Our records confirm that our customer called into T-Mobile requesting additional adjustments for the missing device promotion. Further records confirm that an adjustment was applied to the account to complete the value of the promotional offer. However, this credit was not offered to reduce the cost of service.
Our office contacted the customer on June 4, 2025, and advised that the monthly charges are accurate and that we respectfully decline to add further credits. The customer advised that they were not pleased and would seek a new carrier. 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 ResponseCustomer Answer
Date: 06/13/2025
Complaint: 23413435
I am rejecting this response because: They as they stated are migrating away from the plans and they are also no longer giving loyalty discounts to offset. I explained this to the agent and it fell upon deaf ears. I am a senior citizen who has been loyal to Sprint for over 20 years. I should not have to grovel to get a decent plan. Everyone else is locking into 3-5 year price agreements for $30 unlimited everything. Why pay $20 extra for the same to T-Mobile? The only reasonable or rationale explanation there could be is T-Mobile is attemtimp to offset the 24 month discounts already provided. If they dont value my service then GOODBYE!
Sincerely,
***** **********Initial Complaint
Date:06/03/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
teen mobile scams customers out of their money, I was a ****************** customer for over 15 yrs prior and never had issues t-mobile will constantly charge you and once you make a payment 3 days later they are asking for for more money or they will threaten to disconnect your service, they constantly turn off you phone and then turn around and charge $20 per line for reconnection fee this cannot be right, customer service is horrible they will not assist youBusiness Response
Date: 06/12/2025
June 12, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23412762
To Whom It May Concern:
****************** (T-Mobile) is in receipt of your correspondence dated June 3, 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 frustration with service disconnection and restore fees.
Please be advised that pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response or with our ************* or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip. As stated in our policy, if we suspend a customers service and then later reinstate it, a fee may be assessed a $20.00 restore from suspension fee per line of service, up to three lines.
Please be assured that T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during the customers recent contact with our ************* Team.
On June 9, 2025, our office spoke to the customer and addressed 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 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,
******************
******** *******
Executive ResponseCustomer Answer
Date: 06/12/2025
Complaint: 23412762
I am rejecting this response because:
Sincerely,
******* *********Initial Complaint
Date:06/03/2025
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am turning to you for only one reason: I know that your company is a parent company for the free service, Assurance Wireless. I turned to them when I was in a truly desperate situation with a cellphone that became dysfunctional, and I was finding no help at all in restoring it. I had four companies involved in the disaster, but none were offering any help, even though the phone was not even two months with me, so it was a new phone definitely under warranty. I ultimately was able to get it restored, so now it's working with no problems. I would have gladly considered Assurance Wireless; I had been with them in the past. However, in the past, the problem with communication with the staff there was difficult, the phones that were given to me were total trash, and I reached the conclusion that the saying "when it's free, you get what you pay for" was definitely true for Assurance Wireless. Signing up with them again was a sign of how desperate I was; I am 73 years old with disabilities, and to be with no operating phone at all was a major risk. However, even though the crisis lasted for more than two weeks, I was able to get it back to functioning without problems, but Assurance Wireless seems to offer nothing more than periodic email messages that say: "Your order's been delayed, but hang tight." Hang tight, yes -- from the nearest tree, I suppose! Enough is enough; tell them to cancel my application. I suffered through three marriages; the Talmud says I will never see Hell!!!Business Response
Date: 06/06/2025
June 6, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
************************
Re: Your File No. ********
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 June 3, 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 to this matter. In reviewing this matter, the customers concerns are pertaining a device that was not working and a replacement device that was not received.
After a thorough review T-Mobile confirmed that on May 21, 2025, the customer signed up for ********************** service. An account was waiting to be fully activated for the customer once they receive the ** Optimus device that was shipped to them. However, the account was not activated as the customer advised they never received the ** Optimus device.
We reached out to the customer to advise that they were able to contact the warehouse *** directly for the shipment of their replacement device. However, upon speaking with the customer,they advised that they wanted to cancel the service as they subscribed with a new **************** provider.
Please be assured that T-Mobile strives to provide world-class service to all our customers on each and every contact. We also make every effort to assist with the device and provide 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 Customer Care.
To resolve this matter, on June 5, 2025, we canceled the account per the customers request. Furthermore, we provided them our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
METRO BY T-MOBILE
***** *******
Executive ResponseInitial Complaint
Date:06/02/2025
Type:Product 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 added a line to my plan. The sales *** included additional insurance and products. I was unaware she was adding anything to my account. I did not approve of the additional insurance or products.Business Response
Date: 06/13/2025
June 13, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23409376
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated June 3, 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 our optional insurance feature and handset accessories added at the time of a new line activation.
After a thorough review of our customers account, T-Mobile confirmed at the time of activation and purchase of a new handset, our optional Protection 360 insurance feature was added to the account. Additionally, multiple handset accessories were purchased.
On June 4, 2025, T-Mobile contacted our customer and confirmed that the Protection 360 insurance feature was recently removed. We are pleased to report 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,
******************
**** ******
Executive ResponseCustomer Answer
Date: 06/13/2025
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:06/02/2025
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 had a T-Mobile business salesman enter my business and decided to give him a chance to set up 4 business Wi-Fi accounts and 2 cell phone accounts I told him when the equipment comes in to come and set up Equipment arrived and he came but had no idea what he was doing he did not answer his phone or text so I sent all the equipment back and was trying to cancel everything they charged 1 business over $111 and I just received a bill for the other business every time I call I speak to someone in ***** that has no idea what they are talking about I have spent over 2 hours on the phone trying to resolve this to no avail.Business Response
Date: 06/11/2025
June 11, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23408689
To Whom It May Concern:
T-Mobile ********. (T-Mobile) is in receipt of your correspondence dated June 2, 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 newly activated T-Mobile for Business accounts.
T-Mobile records reflect that two accounts were activated. One account was activated with two voice lines and two business internet lines. The second account was activated with one business internet line. At the time of activation our customer utilized our Equipment Installment Plan to purchase two devices and remitted a payment for taxes on the full retail price of the devices. Please be advised that the devices were returned to T-Mobile, as such a refund for the taxes was processed.
On June 4, 2025, our office contacted the customer and informed them of our findings. To amicably resolve this matter both accounts have been cancelled, and our office will follow up to ensure each account is at a zero balance. 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:06/02/2025
Type:Delivery 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 January 22, 2025. I order a ******* Galaxy S25 through the ******* website, financed through my then carrier ******** for $799.99. order number SA368452596. On February 2, 2025, I decided to return the device, I dropped it off at the local ***** drop point and it was picked up and brought to the ***** warehouse on February 3, 2025. tracking number ************ since then, there has been no movement on the package, and it has been deemed lost in transit by all parties involved ********** *******, *****)both ******** and ******* have very clear policies on what happens if a return is lost in transit, which is after 10 days the order is cancelled and *********** has been well in excess of 120 days, since I have been trying between ********, ******* and ***** to resolve this issue, but I keep getting pushed around with no ************** I am being told by ******** I am liable for the device, even though it was returned and it goes against their rewritten policy.While ******* refuses to do anything to help.any help to get this situation resolved would be greatly appreciated.Business Response
Date: 06/12/2025
June 12, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23408223
To Whom It May Concern:
******************(T-Mobile) is in receipt of your correspondence dated June 2, 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 and associated charges.
Upon review of the account,T-Mobile records confirm the customer entered an Equipment Installment Plan (EIP) for a new handset via the ******* website, where they agreed to a series of 24 installments. Our office confirmed per the tracking information that the package has not been delivered to the customer.
As of the date of this letter, our office has been in contact with the customer and is currently working towards 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 ResponseCustomer Answer
Date: 06/16/2025
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:06/01/2025
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.
03/10/25 Transaction Date Purchased a new phone $929.99 Sales **** stated to me my old phone was good for a ****** promotion and would be credited to my account. ( Never did he say it was based on the quality of phone once it was checked by T-Mobile. My phone was looked at by two T-Mobile ***** in the store in ********* )Phone was mailed to T-Mobile 04/02 Received notice they had found an issue with my old phone They stated I had two options to except the new promotion rate of $89.00 or return my phone back to **** elected to have my phone returned back to me . ( I have proof)Now the bait and switch starts Never receive my phone!!!04-07 - My first attempt to contact customer service for a total of a 28 minutes conversation.Response: They see where my screen was cracked and I was offered $89.00 and I declined the offer and they will look into where my phone is.4-16 - 2nd attempt - 42 minute attempt , the customer *** states my phone is lost and if they can't find it they have to pay me the original $****** commitment ******- 3rd Attempt - I go down to the T-Mobile store.The Mgr. *** states to me there is absolutely nothing they could do. Whatever customer services they must abide by.The employee "Junior" calls customer services and we are both told I will never get my phone back. " They don't mail phones back."I go back and forth with her and request to speak with a supervisor.Connects me with " ******" out the Birmingham Ala. office.She states that since I have proof that they are to return my phone they will do so. She states my phone is not lost only in the warehouse. She will call me within 48 hours with a shipping ******* of 06/01 there has been no phone call.I have copies of all documentation :I just want them to honor what that told me. This is STEALING! I either want my ORIGINAL phone back and/or the $****** promotion ( I marked my old Phone)** There are numerous complaints on line about them doing these to many customers.Business Response
Date: 06/11/2025
June 11, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 23405068
To Whom It May Concern:
****************** (T-Mobile) is in receipt of your correspondence dated June 1, 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 handset trade in promotion.
T-Mobile records reflect that in March of 2025 the customer purchased a handset through our Equipment Installment Plan (***). The customer agreed to a series of 24 monthly installments. A down payment was not required, and payment was remitted for the applicable tax on the full price of the handset.
At the time of purchase the customer intended to take advantage of our Apple Trade in promotion, which provides eligible customers with a monthly recurring device credit applied towards the *** monthly installments. Please note that the promotion requires an eligible handset trade in in to have a Screen & LCD display in good condition without damage, no physical or liquid damage and device can power on. Additional minor physical damage is typically accepted, provided it does not significantly impact the devices functionality.
The customer was notified that the trade in handset did not meet eligibility for the full Apple Trade in payout and was offered an alternative promotional rate than what the customer had initially anticipated. Due to the unexpected damage to the equipment, the customer was provided the option to accept the updated offer, or have the device returned. The customer requested the trade in handset be returned. Unfortunately, the device return was not completed.
T-Mobile confirmed the promotional discount had been added . The following handset purchase did not qualify for a trade in promotional discount, since the original trade-in equipment was associated with the first order.
On June 6, 2025, our office contacted the customer and advised that we have issued a one-time courtesy credit applied directly to the remaining *** balance in the amount the customer had requested. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
***** *****
Executive Response
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