Business Profile
Mobile Phone Service
Sprint Now Part of T-MobileHeadquarters
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Complaints
This profile includes complaints for Sprint Now Part of T-Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,081 total complaints in the last 3 years.
- 1,273 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:08/18/2025
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.
on 5/1/25 i submitted an order to upgrade my phone online. There was a promotion going on that if you turn in your old device, you get promotional credit monthly to offset the new phone payment. on or around 5/17 i went to the ******** store right by my house in federal way, ***** in the crossings shopping center right by ************* and turned in my phone. The ***resentative said they would take care of it. I asked if i should get a reciept for the phone return and the *** said "uhh no i dont think so" and i left, trusting the process. i then continue to get text messages stating that i did not turn in my phone. I used the chat feature 4 different times to check status and ask why my phone is not showing up. I then ended up getting some sort of warehouse investigation started. The *** scheduled a time to call me back about it each time, and each time i did not get a call. I did however get told that i ***** answer the phone when they called about not being able to find the phone in the warehouse NOT at the time agreed by the ***resentative. Again this was two different occurrences and 2 different ***resentatives. I then get a message that my bill credits are reversed, my phone bill is late (because of the promotional credits being reversed) and my phone lines are turned off. I then have to pay to get them turned back on and talk to another ***resentative. This ***resentative tells me that the store *** ***** do something right and they they have no history of me even going into the store. Nothing was scanned, my account wasnt accessed, nothing. I ask him what to do and he proceeds to tell me to go to the store... while i am PREGNANT and convince them to admit they lost or misplaced the phone and call in and say that. This is NOT my error, i have been with the same company for 14 years and i still dont have my promotional credits so my phone bill is way more than it should be all while my trade-in was lost by T-mobile and nothing has been done to remedy.Business Response
Date: 08/22/2025
August 22, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re:Your File Number: 23764597
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 a device promotion and trade in handset.
After a thorough review, T-Mobile confirmed records confirm the trade-in device was not received at the trade-in center. As such, the trade-in credit was not issued to the account, thus causing the promotional device credit to be removed. T-Mobile applied promotional device credit to the device installment plan, and in turn reduced the overall cost of the device to the promotional rate. Further, credits were applied to the account during interactions with Customer Care.
T-Mobile contacted the customer on August 22, 2025, and addressed their concerns. T-Mobile was able to reach an amicable resolution with our customer. Additionally, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
***** *****
Executive ResponseInitial Complaint
Date:08/18/2025
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.
On Friday 8/15/2025 Assurance wireless National ****** failed to let Customer know that they had disabled the phone service chip and lied about what they were doing when I called to find out why the phone was not working! It seems that there is more than one company involved and they are just pointing fingers at each other and contracting stories and have failed to restore phone service knowing that as a long time customer I have always followed and complied with what is needed for this phone service! I am asking that they restore my phone service and send me the phone and chip that I was told that I would receive ! Thank You ! Assurance wireless has many companies the headquarters is in P.O. ************************ and their phone # ************.Business Response
Date: 08/20/2025
August 20, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re: Your File No. 23761893
To Whom It May Concern:
Assurance Wireless is a brand operated under ****************** (T-Mobile). As such, ******** provides a response on behalf of Assurance Wireless. T-Mobile and Assurance Wireless may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated August 18, 2025, regarding the above-referenced file number.
We regret any concerns our customer may have experienced with their account concerns, and reapplication process. We appreciate the opportunity to respond.
After review, our records reflect that the account was activated on April 8, 2011, and our customer had one line ending in 1394.
On August 15, 2025, Assurance Wireless received notice that the account was no longer eligible to receive Lifeline benefits as our customer did not complete the recertification process through Lifeline. As such the free rate plan was removed and the Flat 10 rate plan was added. This plan is a pay by the minute and text plan, which requires that customers maintain a credit balance on their account to utilize calling at a $0.10 per minute rate or texting at a $0.10 per text message rate. Consistent with the Terms and Conditions of Service to which our customers agree, this service plan is implemented on a customers account once they are no longer eligible to receive the Assurance Wireless Lifeline benefit. Please note, customers receive a free notification advising them of the change.
Regrettably we are unable to validate why the account is no longer eligible for services, we recommend that our customer contact the ***************************************** at **************. Or Lifeline directly at ************** for further review of their application. Please note that customers are required to recertify annually to maintain their Lifeline benefits.
We invite our customer to reapply for the Lifeline program to receive the benefit. To begin the application process, they will have to visit *********************************************************; Once our customer receives approval from the National Verifier, they can return to the Assurance Wireless website, ******************************, select ENROLL NOW and fill out the application for service with Assurance Wireless. Regrettably we are unable to resume the account manually, as our customer must recertify. We regret any inconvenience to our customer.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 7am 10pm CST.
Very truly yours,
******************
***** Anglin
Executive ResponseInitial Complaint
Date:08/18/2025
Type:Sales and Advertising 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 purchased three phones one for me and both of my children. When I purchased the phones I was told by ****** that I could downgrade the service plan the following month I come in the following month to downgrade the service plan and heres what happened I went to the store about 2 oclock in the afternoon. The store door sign stated it was open, but the door was locked so I tried calling the store but no answer I thought well maybe they made a mistake so I left and I came back about 4:30 in the afternoon. This was on August 15 of 2025. I walked in the store. They were open at this time. Id ask the person sitting at the counter ****** well First Ive made a statement that the sign said open but the door was locked. They said they were out to lunch. I said oh what time is lunch? They said when I want to take it I said oh OK. I said well. The reason Im here is because I want to change my plan from the $60 a month to $30 a month ****** said I cannot do that. I said why not you told me I could when I purchased the phones last month They said no I didnt tell you that I said well Ive got you on recording saying you did say that. They said that spooky I said well how is that? Spooky I said it seems like deceptive business practices? I said you deceived me in the thinking it was one way, but it-seems to be another. They threatened me and told me to leave the store I said well Im going to say what I have to say and will leave the store. I said I hope this dont end up in a lawsuit because thats what Im thinking I need to do! I would like a refund for the phones I purchased from you being that I was lied to this is a horrible phone store. I had to stop my daughter from tripping over a pile of trash outside the front door after being talked to like I wasnt even a customer Id spent $600 in that store just to have Burtney speak to me like I wasnt even a human.Business Response
Date: 08/23/2025
August 22, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File No. 23756977
To Whom It May Concern:
T-Mobile ********* (T-Mobile) is in receipt of your correspondence dated August 21, 2025, regarding the above-referenced file number. ?
Upon review, T-Mobile has confirmed that the customer is not a T-Mobile customer and may be a ************ customer. We respectfully request you forward this correspondence to ************ for further investigation and response.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
******** Wilson
Executive ResponseInitial Complaint
Date:08/18/2025
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
BBB Complaint ******************Complainant: **** ********* / ******************** Account #********* Company: ****************** Nature of the Complaint: T-Mobile has refused to unlock my iPhone 16e and has misapplied my account credits, resulting in unjustified charges and fees. On August 17, 2025, T-Mobile denied my unlock request, claiming my device is enrolled in an Equipment Installment Plan (EIP) with a $599.99 balance.Business Response
Date: 08/21/2025
August 21, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23760440
To Whom It May Concern:
T-Mobile USA, Inc.(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 Mobile Device Unlock (MDU) for their handset and additional fees.
Please note MDU are available to customers who meet our eligibility requirements, which are available at T-Mobile device unlock | T-Mobile Support. Our records indicate the device did not meet all the eligibility requirements due to the account reflecting a past due balance.
T-Mobile records confirm the customer contacted ************* disputing international roaming charges. After a thorough review,************* determined the charges were valid, however, as a courtesy, a refund was processed for the charges. As payment was not received timely, T-Mobile suspended the accounts ability to place outbound calls. As stated in our policy, if we suspend a customers service and then later reinstate it, a fee may be assessed. As such, the account was assessed a $20.00 plus tax restore from suspension fee when the account was restored. Please note that pursuant to T-Mobiles Terms and Conditions, late fees, subject to the maximum allowed by state law, may be charged if payment is not received by the due date specified on the billing notification. As such, it is T-Mobiles position, all charges are valid and owed.
On August 20, 2025, our office contacted the customer to discuss the matter. ********** was able to amicably resolve the customers concerns. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
***** ********
Executive ResponseCustomer Answer
Date: 08/23/2025
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:08/18/2025
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.
Due to receiving my school stipends in graduate school and not happening on a regular time frame like at the beginning or end of the month with regular paychecks, I have paid more $20 restoration fees just to keep my phone active! I tried to set up payment arrangements, but they never work in my favor for my situation.Business Response
Date: 08/22/2025
August 22, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number:23760439
To Whom It May Concern:
T-Mobile USA, Inc.(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 restore fees.
After a thorough review, T-Mobile records show that multiple payment arrangements were made to address the customers outstanding balance. Per T-Mobile policy, once a payment arrangement is established, it cannot be modified or canceled and must be completed as agreed. This policy is communicated and accepted by customers prior to finalizing the arrangement.
Due to multiple missed payments under the agreed payment arrangement terms, the account was suspended for non-payment. In accordance with policy, accounts may be suspended when full payment is not received by the due date. Upon restoration of service,restore fees were assessed.
On August 20, 2025,our office contacted the customer via email communication regarding their concerns and apprised them of the above information. ******** was able to reach an amicable resolution with 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 ResponseInitial Complaint
Date:08/18/2025
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello,On 8/6/2025 a T-Mobile representative named *********** **** assured me that if I drove to the Apple Store to resolve my device issue, I would be reimbursed for my gas expenses. Relying on that promise, I made the trip. Now I am being told that I will not be reimbursed, even after I fulfilled my part.This is both unfair and misleading. I am requesting that ******** honor the commitment made to me and issue reimbursement for my travel costs as promised.Please escalate this matter if necessary. If this cannot be resolved directly, I am prepared to file a formal complaint with the BBB and FCC, as well as explore other remedies.Business Response
Date: 08/20/2025
August 20, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23760438
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 may have experienced regarding their account, and we appreciate the opportunity to respond. In reviewing this matter, our customers concerns pertain to a credit and refund.
After a thorough review, T-Mobile confirms that the customer is enrolled in our Protection 360 feature for their Apple iPhone handset, which is administered by our partner, ******************. Protection 360 provides eligible customers with repair and replacement options, including $0.00 screen repairs at participating facilities, as well as handset replacements for a deductible, subject to terms and availability. According to our records, the customer contacted ****************** regarding a device display issue and was advised that a participating repair facility was not available within their coverage area. As a result, a replacement device was offered which the customer declined.
It should also be noted that repairs completed directly by ***** are outside the scope of T-Mobile, as ***** operates independently. Should a customer choose to complete repairs through *****, it is not within T-Mobiles policy to reimburse for any associated travel expenses. However, in an effort to amicably resolve our customers concerns, a one-time account credit of $98.30 was issued by ************** resulting in the account having a credit balance. A refund of this credit was requested but could not be processed, as it was applied as a non-refundable account credit per policy.
T-Mobile contacted the customer on August 19, 2025, addressed their concerns, and resolved their issues. Additionally, we provided them our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
****** ********
Executive ResponseCustomer Answer
Date: 08/20/2025
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:08/17/2025
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.
They didn't honored the contract agreement from Sprint. They charge me ***** dollars for repairs insurance. They made pay a deductible to replace a lost phone which is covered by the $*****. They wanted me to pay them $99.00 to replace a cracked screen. All of the above is supposed to be covered. They are collecting $ for phone insurance and have not showed in any form that you have to pay more 4 which I've been paying and have not gotten a answer. I'm requesting a full refund for the time They took over Sprint. I request all phone insurance payments with interest refunded back to meBusiness Response
Date: 08/27/2025
August 27, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23758221
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 17, 2025,regarding the account referenced in the above-mentioned file number. Please be advised, we have made attempts to contact the customer, which have proven unsuccessful. Therefore, we will make every effort to address the customers concerns within this correspondence.
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 Protection 360 feature.
After reviewing the correspondence from your office,T-Mobile is unable to locate an account using the information provided. As we are unable locate a current or formerly active account for the customer, we are unable to provide further details at this time.
If the customer wishes to provide their account information listed below to help us locate the account, of course we will review the information and respond to the dispute should we locate an account:
Primary Account Holder name and address (the person who is contractually responsible for the Account)
Complete 9-digit Account Number (if possible)
Primary Account Holder ******************************* number
Wireless number that is the subject of the Dispute
Account Brand Type that is the subject of the **************** Sprint, Metro, and/or Assurance Wireless.
Please note that if the customer is not the Primary Account Holder or a listed Authorized User, we cannot provide or disclose account information, which includes the name of the Primary Account Holder or any other identifying information. As such, the customer must be the Primary Account Holder or Authorized User for us to provide detail in response to their dispute.
Furthermore, we provided them our contact information via email 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,
*****************
***** De La **** *****
Executive ResponseInitial Complaint
Date:08/16/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a Apple Watch Series 10 from T-Mobile. I set it up with their unlimited data plan. However, the cellular was not working on my watch when my phone was left at home. I've spent a month going into their stores and on the phone with their technical support team. Here's what they said:"Your apple watch is on a shared plan, which means it will not work without your phone nearby".The Apple Watch automatically pairs to your iPhone and relays information (phone calls, text message, notifications) to it with your phone nearby WITHOUT A PLAN. If it needs to be by my phone, then why pay for data and calling? Here's the answer I got from technical support on the phone:"The Apple Watch will not work without a data plan, it will not relay information from your phone without a data plan."This is a straight up lie. So either they're scamming people by selling people a data plan they don't need, or they are extremely misinformed. I want to be clear, this is a complaint at ******** as a whole, not just the branch I live nearby.I just want my watch to work on cellular. I'm sick and tired of getting the run-around from these guys!Business Response
Date: 08/28/2025
****** 28,2025
FILED ELECTRONICALLY
Better Business Bureau
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Re: Your File Number: 23757195
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated ****** 17, 2025,regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to their new Apple Watch not functioning as expected.
The Apple Watch can be used with a DIGITS plan, specifically under the Data with Paired DIGITS plans. This setup allows the Apple Watch to replicate the primary phone number on the account, enabling users to make and receive calls and messages through their existing line without their primary phone nearby.
T-Mobile records confirm our customer contacted ************* regarding their Apple Watch not functioning as expected. After all troubleshooting was completed, our customer then decided to cancel the connected DIGITS line for their Apple Watch.
On ****** 19, 2025,T-Mobile contacted our customer and resolved their concerns. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
*****************
**** ******
Executive ResponseCustomer Answer
Date: 09/01/2025
Complaint: 23757195
I am rejecting this response because:The issue was not resolved, and I cancelled the Apple Watch's plan specifically BECAUSE it was not working. Not the other way around. No use in paying for a plan that didn't work.
Sincerely,
****** *******Customer Answer
Date: 09/03/2025
I submitted a complaint on 8/16 to t-mobile. They replaced my Apple Watch and fixed the issue with it. I am satisfied with the results and you can now close the complaint.Initial Complaint
Date:08/16/2025
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 called ******** on 12 Jul 25 in order to have my service placed into my name after the finalizing of my divorce on 11 July. I also wanted to get a new phone. The account had been in my former spouse's name. All the *** was interested in was up selling me and told me multiple lies in order to accomplish her mission. When all was said and done, I ended up with a ******* Z Fold 7 phone (that I had to wait more than 2 weeks for.) a ******* Galaxy watch 8. An internet modem and access point. I was told by the *** that my bill would be $265 per month. Taxes and fees included. I asked her specifically if I had to acquire a new phone line for the watch, because I had to have another line for the ******* Galaxy watch 4 that I got from them previously. Again she said no. It works off of my regular phone line. I said okay because I only wanted the phone line I already had. All lies. Deliberate, calculated, purposeful lies for personal gain on the ***resentative's part. **** comes in today. $265? Not on your or my life. $533.37!Instead of 1 line, like I asked for, I ended up with 4! It's just me! What do I need 4 lines for? I called customer service and were no help at all. Blamed me for everything. "I should have checked everything THEIR sales *** told me on the Internet. Who does that! Why should I have to do that?!? I can't believe what their employees tell me about their company? Absolutely ridiculous. Some type of criminal penalties should be levied against them. They are as crooked as the day is long. **** said I changed plan, of course, for additional charges. All changes were made by support ***s in order to " help me out" and to PREVENT additional charges. Every call was supposed to be recorded. I begged them to listen to the calls and they would see what I told them is true. They refused and also refused to correct the bill. Obviously crooked company policy.Business Response
Date: 08/25/2025
August 25, 2025
FILED ELECTRONICALLY
Better Business Bureau
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*************************
Re: Your File Number: 23755357
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated August 16, 2025, regarding the account referenced in the above-mentioned file number. Please be advised we have made attempts to contact our customer, which have proven unsuccessful.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customer concerns are pertaining to a billing dispute upon taking ownership of their wireless numbers.
After a thorough review T-Mobile confirmed that the customer activated their account with one voice line. Later, our customer visited a retail location and at their request, a second voice line was activated, in addition to a watch line and a Home Internet line. At activation, T-Mobile records indicate our customer took advantage of our Equipment Installment Plan (EIP) with the purchase of a ******* Galaxy ZFold 7 handset and an ******* Galaxy Watch 8 device. Records confirm in August of 2025, two new Home Internet lines were activated. Please be advised that when adding a new line to the account mid-cycle, prorated charges on the following bill as well as regular monthly recurring charges reflect. Later, our customer contacted ************* and requested to cancel three Home Internet lines on their account effective the same day. Upon review, we have confirmed that the account is being billed correctly with no T-Mobile error.
Should our customer wish to discuss their concerns, they may contact our office directly at the number 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 ResponseInitial Complaint
Date:08/16/2025
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.
A few months ago Tmobile began charging me incorrectly for my lines. I did not authorize a change nor did I receive any communication from Tmobile. I reached out to my representative and he can not figure it out and this is unacceptable. They need to immediately rectify the issue to get my pricing back to where it was and appropriately compensate me for the issue and wasting my resources. The Sprint and Tmobile merger should not have been approved and this is just one more reason why.Business Response
Date: 08/25/2025
August 25, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23755311
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence regarding T-Mobiles recent rate plan monthly recurring charge update.
As costs and inflation continue to rise, in 2024 and 2025, T-Mobile made small adjustments to the pricing of some of its older rate plans for the first time in nearly a decade. On May 22, 2024, T-Mobile notified certain customers enrolled in older rate plans that their plans monthly recurring charge would increase as of their June or July 2024 billing statements. On March 13, 2025, T-Mobile began notifying a separate group of customers enrolled in older rate plans that their plans monthly recurring charge will increase as of their April or May 2025 billing statement. It is important to note that any lines impacted by a monthly rate increase in 2024 that remain on the same rate plan will not see another increase in 2025.
T-Mobile notified all impacted customers, by way of text message, email, and/or direct mail, about the rate increase and how the increase specifically impacts their account, including how much their current rate plan will increase, when to expect the increase, and where they can find more information. In most cases, the rate increase is $5.00 per line. All plan services, benefits, and due dates will remain the same. If any customer is interested in shopping for a new rate plan or would like to review our current rate plan offerings, we encourage them to contact ************* or visit *****************************************.
T-Mobiles long-standing commitment to offering low prices and the best value in wireless will never change. While making any adjustments to plan pricing is difficult, these updates will help us continue offering tremendous value for customers, as well as providing the experiences T-Mobile customers have come to love from us, well into the future.
Regarding these updates, we are aware some customers have inquired about Un-contract and T-Mobiles Price Lock and the difference between the two. First, it is important to note that whether a customer qualifies for Un-contract or Price Lock depends on when the customer activated their account and/or enrolled their already-existing account in a qualifying rate plan. Customers who activated their account before April 28, 2022, are not eligible for Price Lock, as T-Mobile did not begin offering Price Lock until April 28, 2022. Customers with Price Lock were not impacted by the recent rate increases. For more information on Price Lock, please visit our website at ***********************************************************************;
Before Price Lock was offered, T-Mobile offered Un-contract. In particular, on January 5, 2017, T-Mobile began offering Un-contract, in which T-Mobile promised that if it ever raised the monthly recurring charge for a covered plan, customers who chose to leave T-Mobile as a result could have T-Mobile reimburse their last months service charge. That Un-contract promise applies to all customers who activated an account on a qualifying rate plan and/or enrolled in a qualifying rate plan between January 5, 2017 and April 27, 2022. Consistent with T-Mobiles Un-contract promise, any such customers impacted by the rate increase can request to have their final months qualifying service charge reimbursed if they choose to cancel service as a result of the increase. Customers simply need to cancel service and request reimbursement within 60 days of the price increase.
Here, our records show that our customer activated their account outside of the Price Lock period. As such, their account is not protected by Price Lock given their account activation date preceded the introduction of Price Lock.
On August 25, 2025, T-Mobile contacted our customer and addressed their concerns. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
****** *******
Executive Response
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