Business Profile

Mobile Phone Service

Sprint Now Part of T-Mobile

Headquarters

This business is NOT BBB Accredited.

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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

4,078 total complaints in the last 3 years.
1,268 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:08/17/2025
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.
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 me
Business 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 Response
Initial Complaint
Date:08/16/2025
Type:Service or Repair 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 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
****************************
*************************

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 Response
Customer 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 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 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
****************************
*************************

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 Response
Initial Complaint
Date:08/16/2025
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.
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
Initial Complaint
Date:08/15/2025
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 hope this message finds you well. I wanted to take a moment to share my recent experience with T-Mobile, as it has prompted me to switch to **** after being a loyal customer for many years.I had been with T-Mobile for about 18 years, first on my mom's account and then on my own. Unfortunately, the customer service I've encountered at the ******* store has been quite disappointing. I often felt disrespected and ignored, and it shouldn't be necessary for me to drive to ********* or call ***resentatives from distant locations just to get the help I ******* a first responder, I expected to receive my discount automatically, but it seems there were issues with its application. I made a final payment on my balance yesterday, August 13, 2025, after speaking with a very helpful male ***resentative who explained the process to me. He informed me to let the *** at the store know, I was canceling as of Yesterday and they could do it in store faster than he could. The instore ***s, told me that was a "YOU Problem" and not a WE nor our problem. However, when I called back to finalize my cancellation, I encountered a different experience.The ***resentative I spoke with, *****, initially seemed helpful, but when I expressed my desire to cancel my service, she informed me that I would have to wait until my next billing cycle. I explained that I was willing to pay for the days I used the service, but I was surprised to hear that I would still be charged for a service I no longer wanted. It doesnt seem fair to pay for something I'm not using. I also found it frustrating that I was told I needed to keep my phone activated to cancel my account, which felt like an unnecessary additional charge. I had to pay to turn the phone back on. Given my experience, I would greatly appreciate it if someone could reach out to me to help resolve this issue. I would like to have my T-Mobile account canceled immediately, as I do not wish to pay for two phone bills.
Business Response
Date: 08/19/2025
August 19, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23750610

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated August 14, 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 the customers experience while attempting to cancel services.

On December 1, 2022, the customer activated their T-Mobile account. The customers four voice lines were subscribed to our Go5G Plus First Responder rate plan for $120.00 per month for the first two lines and $30.00 per month for each additional line. The customers two mobile internet lines were each subscribed to our Unlimited Tablet rate plan for $25.00 per month each with our Mobile Internet Discount. Please note, one mobile internet line received a $12.50 monthly discount through our Line Discount ******** offer.

On February 26, 2025, March 10, 2025, and April 2, 2025, T-Mobile sent the customer reminders to complete their First Responder reverification. However, the verification was not received. As a result, on May 2, 2025, the rate plan for the four voice lines was changed to our Magenta Max rate plan at a monthly rate of $150.00 for the first two lines and $35.00 per month for each additional line.

From July 22, 2025, to July 23, 2025, the four voice lines were cancelled when they were ported out to another wireless provider. On August 11, 2025, the account was partially suspended due to non-payment.

On August 13, 2025, the customer contacted ************* to discuss cancelling their account. On the same day, payments totaling $414.86 were submitted, which restored service and brought the account balance to zero. These charges included monthly service fees from July 2, 2025, through September 1, 2025, as well as restore fees. During the call, the customer was informed that cancellations are processed at the end of the current billing cycle; however, the cancellation was not completed.

Nevertheless, on August 19, 2025, T-Mobile spoke with the customer and cancelled the account. Additionally, T-Mobile processed refunds totaling $193.08 for the unused monthly service charges and the restore fees the customer paid on August 13, 2025. The customer should allow up to three business days for the funds to be returned to the original payment method. 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

Customer Answer
Date: 08/19/2025

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:08/14/2025
Type:Product 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 am a T-Mobile customer in *************, **. I recently purchased an iPhone 14 at the ************************ T-Mobile store after being told it was a better choice than the iPhone SE I originally wanted. I later realized the iPhone 16e would be the correct fit for my ******** the time of purchase, I was not informed there would be a $70 restocking fee for any return or exchange. I am within my return window, yet T-Mobile is requiring me to pay this fee to exchange the device.The process has been unnecessarily burdensome and costly:I was told to call from home and then go back to the store if I did not get help, causing over $40 in unnecessary travel expenses.I have been bounced between store staff and customer care with no resolution.The store refused to provide the name of the representative I spoke with on the phone.I filed an *** complaint because:There was no upfront disclosure of the restocking fee at the time of purchase.I was upsold into a phone I did not originally request.I have incurred financial hardship due to repeated, unnecessary trips between my home and the store.Desired Outcome:Waive the $70 restocking fee and allow an exchange for the iPhone ********** and address the failure to disclose the restocking fee at the time of sale.Compensate for the unnecessary travel expenses caused by poor store guidance.
Business Response
Date: 08/19/2025

August 19, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23748135

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated August 14, 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 charges associated with the return of their recently purchased handset.

After a thorough review,T-Mobile confirmed in August of 2025, the customer visited a T-Mobile retail location and utilized our Equipment Installment plan (EIP) with the purchase of one handset. Upon further review, the customer returned to the original point of sale to return their previously purchased handset for a separate handset. Please note, T-Mobile provides customers with a ****** return period for handsets purchased in store, which allows customers to use the equipment to see if it meets their needs. Please be advised customers returning equipment may be assessed a restocking fee at the time the return is processed. This fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at ****************. Furthermore, as the customers purchased handset holds a value greater than $600.00, the return is subject to a $70.00 restocking fee.

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 contacts with our retail location.

On August 19, 2025, our office contacted the customer and addressed their concerns. T-Mobile was able to reach an amicable resolution with our customer. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

***** *****
Executive Response
Customer 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. I am writing to confirm that my complaint against T-Mobile has been resolved to my satisfaction. The matter was handled in a positive manner, and no further action is needed at this time.
Thank you for your assistance.
Sincerely,

****** ********
Initial Complaint
Date:08/14/2025
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.
Attempted a free trial and cancelled the service but was still sent a bill of $65. I wasted time on the phone to correct the mistake and the billing representative required me to remain on the line to correct the error on their end. Im reporting because this may occur to all free trial members in an attempt to earn a fraudulent $65 unless they make an extreme effort to correct the fraudulent bill.
Business Response
Date: 08/22/2025

August 22, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23745800

To Whom It May Concern:

T-Mobile ***, **** (T-Mobile) acknowledges receipt of your correspondence dated August 14, 2025, regarding the account referenced in the above-mentioned file number. Please be advised that our attempts to contact our customer were unsuccessful; therefore, T-Mobile will address their concerns in this letter.

T-Mobile regrets any concerns our customer has regarding the account and appreciates the opportunity to respond. T-Mobile confirmed the customers concerns pertain to charges for services.

Our records indicate the customer activated an internet line. During the time of activation, the customer participated in a program, which allows eligible customers to test drive the service for 15 days. If the service does not meet their needs, they must contact ************* to cancel within 15 days of activation.

The account was billed a month in advance for service; however, this program provides a one-time bill credit within two billing cycles. The account was canceled within the 15-day period and received the appropriate credit

On August 18, 2025, our office left a voicemail and sent an email but was unable to reach our customer. We have confirmed the account is closed and has a zero balance. Should they require any further information, they may contact our office using the details provided in our previous email.

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,

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

**** Greene
Executive Response

Customer Answer
Date: 08/22/2025

Complaint: 23745800

I am rejecting this response because: I responded to **** ****** on 8/21/25 via email. I also received an updated billing statement with a balance remaining on my account on 8/21/25. This matter is not resolved. Furthermore, my email correspondence and received billing statement prove **** ******** business response false. The continuing errors by the business are unacceptable.

Sincerely,

**** *******
Business Response
Date: 09/05/2025

September 5, 2025

FILED ELECTRONICALLY

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

Re:***** *******
Your File Number: ********
T-Mobile Account Number: *********

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 final billing of their account and we appreciate the opportunity to respond. Our records indicate on July 11, 2025, ***** ******* activated their account with one home internet line ending in 0041 and subscribed to our Small Business Internet Amplified Internet rate plan for $65.00 per month.

As mentioned in our previous correspondence with your office, ***** ******* participated in our Test Drive program which allows eligible customers to test drive the service for 15 days. If the service does not meet their needs, they must contact ************* to cancel within 15 days of activation. Under the Test Drive program, customers who cancel service within 15 days of activation are eligible for a one-time bill credit, typically applied within two billing cycles.

Records confirm that ***** ******** account was cancelled on July 13, 2025, within the 15-day period. The account has since been credited appropriately and remains closed with a zero balance. As the credits were applied in the current billing cycle, the final statement reflecting a zero balance has not yet been issued. Following the closure of the billing cycle on September 11, 2025, T-Mobile will provide a final statement to ***** ******* reflecting a zero balance.

On September 5, 2025, our office spoke to ***** *******, and we have confirmed the account is closed and has a zero balance. Should they require any further information, they may contact our office directly at the number below. 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,

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

****** Chavez
Executive Response
Initial Complaint
Date:08/14/2025
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.
My name with T-Mobile is ******* ****** and my married name is now ******* ******. On 5/21/25 I called T-Mobile to cancel my home internet. While on the phone with customer service I received a text saying $50 charge for the internet I was canceling. I was reassured that it wouldn't come out of my account with canceling the same day as owed. The $50 drafted out of my bank account on 5/22 even though I had cancelled on 5/22. Also I was told to take my gateway to a T-Mobile store to return it. Tried that and they said no. I was sent a return shipping label. Beginning of June I received a **** summary saying "Total Due -$18.27." On 6/13 I called T-Mobile about a refund and didn't understand how it wasn't $50 and was $18.17. I was told that the amount would be refunded back to my bank account. There has been no refund at all. I called T-Mobile again on 8/12 to follow up. I was told that it was not an overage paid and pretty much that T-Mobile doesn't prorate ****s and issue refunds. It makes no sense that on the day I cancelled I was still charged $50 for something that was ended and I wasn't using anymore and then had issues getting it back after wasting time and gas going to a T-Mobile in ************* just to find out they wouldn't take it. It makes no sense that the **** says -$18.17 instead of -$50 and that I've received no refund at all.
Customer Answer
Date: 08/26/2025
******** contacted me and credited me back $50. The lady was super nice she the issue is fully resolved. Thank you for your help.
Initial Complaint
Date:08/13/2025
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.
On the 11th of August at 5:54 pacific time I spoke with a supervisor named AL **** about still being charged for phone line # ************* which should of been cancelled three months ago. He stated he credited me $100.00 back to my card ending in 1495. Never received a refund and he stated since I had a payment arrangement on the account he had to put in a ticket and call me back on the 13th of August at 6:00 pm cst to waive the down payment to upgrade phone to the iPhone 16 in pink because they did not have the 16e in pink. I called T-mobile back today spoke with ******* found out the supervisor Al **** cancelled the line but never submitted refund to card and was told that money could not be issued on card so she credited back to my account. She advised me no ticket was put in and there was no way to waive the deposit to upgrade phone. Supervisor provided bad information and I would like line upgraded and deposit waived like I was told it would be.
Business Response
Date: 08/26/2025

August 26, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23740050

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated August 12, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, their concerns pertain to a disputed line and a request for a $100.00 refund.

Our records reflect that our customer contacted ************* and requested to cancel a line which was scheduled to take effect at the end of the billing cycle. A request was made for a refund which was declined as the account was past due, one-time credits were instead applied to the account reducing the balance due.

On August 15, 2025, our office contacted our customer and reached an amicable resolution. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter. T-Mobile regrets any inconvenience to our customer.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

***** May
Executive Response

Customer Answer
Date: 08/26/2025

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:08/13/2025
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 switched over earlier this year to ********. It has not been a great experience, it started off with their cs **** not wanting to approve my rebates, but that has been resolve. My issue is the first month of service was great, but something happened after that first month that has created phone coverage issue. The last *** told me when selling plans, they dont guarantee coverage, are you serious? I have called in multiple times about the crappy coverage, their excuse is the tower our phones were pinging off of is now down under maintenance which is now routing out phones to a different tower thats 3.55 miles away. They have given little credits here or there but its not enough when paying over $300 for service. Few weeks back there was a huge outage and the phones had no single from 8pm at night to 2pm the next day. They could care less their customer had no service. They think a $45 credit for all the issues is sufficient. I would leave to another carrier but right now we are not able to. I have asked to lower the bill, there are 4 phones 1 WiFi to $200 a month to compensate the horrible coverage until its resolved, they only option they give me is to go with a cheaper plan. They also ripped me off of my auto pay last two months. They think when you go into a payment arrangement they can remove that. I have tried saving multiple cards and will not save my card. I pay for 5g and only get lte or goes into sos mode with no service. Its obvious ******** is about $$ vs making right for their customers. I had a supervisor tell me he would take care of my last bill, no call as promised but a call from corporate telling me they wont do anything.
Business Response
Date: 08/25/2025

August 25, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23740049

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated August 12, 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, our customers concerns pertain to coverage and account billing. In our customers letter to your office, they indicated that they are not able to use service with their handsets in or around their home. We regret any coverage concerns our customer has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas, as there are several factors and conditions that may interfere with actual service, quality, and availability. T-Mobile has verified the address on the account and based on the coverage map; confirms their account address is in a moderate coverage area with known local tower issues.

Our customer previously enrolled the account to ******* with an eligible payment method for the AutoPay monthly discount. Upon reviewing the account, we found that recent payment arrangements have paused AutoPay. Additionally, past due balances reflected on recent statements have prevented AutoPay discounts from being applied, as the account must be current to qualify for the monthly discount. Further, the account was recently unenrolled from ******* because a scheduled AutoPay payment was rejected by our customers financial institution.

Please note, we found no records to indicate that any debit/credit card payment blocks have been applied to the account or that our customer has contacted T-Mobile regarding any AutoPay setup and payment method concerns. Lastly, we found no recent records to indicate that T-Mobile offered to apply a credit to the account. We regret any misunderstanding and inconvenience to our customer.

Around a month ago, our office spoke with our customer and discussed options to lower their monthly rate, including changing their rate plan; however, they declined. In addition, we informed our customer that our engineering team was working on resolving local tower site challenges, which were impacting the quality of their service, as quickly as possible. Further, we advised our customer that we respectfully declined to apply a credit to their account, as several network and other courtesy credits had already been applied to the account around the same time, and that their bill was accurate.

On August 19, 2025, our office spoke with our customer again, apprised them of the above, and provided them with an amicable resolution that they were satisfied with. Furthermore, we provided our 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,

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

**** McCanna
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.
Though I do not agree with them expecting me to pay for crappy service or to change phone carriers. Which is difficult due we have only been with them 6 months. The money it will take to transfer to a new provider.
They were at fault selling me a plan that has a tower not working properly.
so sad they are willing to kick a client out vs fixing the tower thats not working.
They really owe me more then what they offered

Sincerely,

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

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