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:05/29/2025
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.
After T-Mobile confirmed they can transfer my **** 800 number *************), I spent nearly 9 hours between **** to be able to explain to T-Mobile what they needed to do to transport the number. After 3 hours with T-Mobile on March 13th they admitted they could not handle 800 numbers. The woman at the call center offers a free new number and I refused as I only wanted the 800 number I have had since the 1980s transferred. In April's billing a new number I did not want was added and I was charged $6.56 for taxes etc. May 13 2025 we contacted them to asked why they ignored my instructions. They assured me they would refund the taxes. The May bill arrived, and they left the new number and now charged $10.00 plus $6.56 for taxes etc. Today May 27th they claimed they had a recording of me agreeing to accept the new number. I distinctly recall refusing it at least 3 times on the March call. I asked to hear that recording but the call center claims T-Mobile will not allow them to play that for me. They are not being truthful and my wife was a witness to that call. I spent a lot of time as a 22 year customer of T-Mobile trying to add my 800 number and this was my reward a waste of my time. Today's call took 42 minutes of waiting on line until they resolved the new number. These mobile companies needed to be held accountable as the other providers are not much better when you speak with their customers.Business Response
Date: 06/07/2025
June 7, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
RE: Your File Number: 23390962
To Whom It May Concern:
****************** (T-Mobile) is in receipt of your correspondence dated May 28, 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 regarding the porting in of a number and a billing dispute related to an additional line. ******** is pleased to report we have resolved the customers concerns to their satisfaction.
T-Mobile confirmed that the customer recently agreed to add a voice line to their account in order to port in a number. This voice line was also enrolled in a discount promotion, making the line free, excluding taxes. Our review found that our ************* team later advised the customer that the number they wished to port in was not eligible, and no number was subsequently ported in. However, we did not receive a request to cancel the line. Please note that toll-free phone numbers (800, 866, 877) are not eligible for porting because T-Mobile does not offer toll-free service.
It is important to note that T-Mobile may record customer calls at random to ensure we are providing quality service, and not as a record of customer interaction. Additionally, ******** strives to deliver world-class service to all our customers during each interaction. 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.
T-Mobile contacted the customer on June 1, 2025, and addressed their concerns and came to an amicable resolution. Additionally, we provided them our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
**** Archuleta
Executive ResponseCustomer Answer
Date: 06/09/2025
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:05/28/2025
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 not liable for this debt with T-MOBILE. I do not have a contract with this collection agency trying to collect and reporting this on my credit report. they did not provide me with the original contract as I requested.Business Response
Date: 06/06/2025
June 6, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23386887
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated May 28, 2025, regarding the account referenced in the above-mentioned file number. Please be advised we have made attempts to contact our customer, which has proven unsuccessful.
T-Mobile regrets any concerns our customer has regarding their account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to a disputed balance.
After a thorough review, T-Mobile records reflect that our customer leased two devices on their account by taking advantage of our JUMP! On Demand leasing program. At the end of their lease agreement, our customers can either return the device to a T-Mobile store, purchase the device by paying the remaining purchase option price, or enroll in a Purchase Option Installment Plan (POIP) to pay off the purchase price in installments. Our review found that our customer had established payment arrangements to satisfy a past due balance, however, the arrangement was not fulfilled, resulting in the account being suspended for non-payment.
Our customer decided to port their number out to a new service provider, cancelling their account, which resulted in the JUMP! On Demand charges to be accelerated and become due in full with the final billing statement. As the account remained past due, and T-Mobiles collection efforts were unsuccessful, the account was referred to a third-party collection agency. It is T-Mobiles position that the balance is valid and owed.
Should our customer wish to discuss their concerns, they may contact our office using the information provided in our contact attempts.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
******** *******
Executive ResponseInitial Complaint
Date:05/28/2025
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 was charged $299.60 by T-Mobile on April 16, 2025, without authorization. The charge was made to my *** account ending in 1503. I was not notified of this charge and did not approve any new service or transaction.Just weeks later, I was involuntarily hospitalized under a Temporary Detention Order (May 714, 2025), during which I was incapacitated and unable to monitor or manage my financial accounts. This charge occurred during a vulnerable window and is one of several Im investigating for unauthorized billing.Ive contacted T-Mobiles executive escalation team and am requesting:1.A full refund of the $299.602.A detailed explanation of what the charge was for3.Assurance that no similar unauthorized charges will occurIve attached documentation supporting my claim.Business Response
Date: 06/06/2025
June 6, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23385610
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated May 27, 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 an unauthorized payment.
After a thorough review, our records indicate the customer activated one Home Internet line. Our customers account was billed by a system known as bill current. This means charges for our customers rate plan were billed in advance of the service being provided and became due within that billing cycle. The above account was enrolled in AutoPay, which is a free service that automatically deducts payments from a customers credit card or checking account to pay their T-Mobile bill.
At the time of activation, our customer was provided with a Gateway to utilize the services. Gateways are T-Mobile-owned devices and if not returned upon cancellation of service, a non-return fee may be assessed. Our customer contacted ************* to request cancellation of the service. However, a few days after the cancellation, a retail store contacted ************* and requested the service be restored. Please note, as a cancellation request was previously submitted, our system was still expecting the return of the Gateway. As a result, a non-return fee was assessed. A billing statement generated and reflected charges for monthly service and the non-return fee, which was paid via AutoPay.
On June 2, 2025, our office contacted our customer and provided them with an amicable resolution. We regret any inconvenience our customer experienced.
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.
**** Cloud
Executive ResponseInitial Complaint
Date:05/28/2025
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 in April around the 10th I was questioning my bill an T-Mobile agent informed me that I was paying for 3 lines a watch and a sync up drive. I stated what is a sync up drive and I dont have one I then requested when this was added to my account and when it was last used. The agent stated she does not see any activation or activity associated with the drive. I then asked to speak to the supervisor( this is the first *********** He stated he would send this up for investigation. I called again on April 26th I spoke with a supervisor She stated she could give me a partial credit and once it goes up to investigation they will give me the remaining credit. She stated that she will cancel the service this service was not cancelled like it was suppose to be or requested on April 10th. The supervisor asked me to patient let her send it up to an higher department that will investigate. I agreed that I would wait before taking further action. I was also told that I would receive the physical contract in the mail. I called back on May the 9th due to I had not heard nor received anything in the mail. I spoke with ***** an agent . I told her that I had not received a call I was told I could a payment arrangement until we hear back from the investigation. I then stated why do I need an payment arrangement. ***** stated that my service would not be turn off she sees in the notes the investigation that the remaining credit need to be applied. I stated ok but I still need the supervisor to call. ***** stated she would schedule a call back for May 13th she asked what time I asked her to make it at 6am. May the 13th came and went no call. I called today services was off per my conversation with ***** services would not be turned off and remaining credit was going to be applied. I spoke with a very rude agent today whom I was on hold for 2.5 hours whom I stated at the being of the call I wanted a supervisor. The call disconnected a supervisor ( same person called back.Business Response
Date: 06/09/2025
June 9, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23385609
To Whom It May Concern:
T-Mobile *********(T-Mobile) is in receipt of your correspondence dated May 27, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding an unauthorized line, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to a line they did not authorize.
After a thorough review T-Mobile confirmed that the customer activated their account with ********************** in April of 2019 and migrated to T-Mobile in September of 2023, via the Magenta Complete, process which included three voice lines, one watch line, and one SyncUp Drive line subscribed to T-Mobile rate plan and services. Please note that the Magenta Complete process was an automated process that moved eligible customers from the ********************** billing system to the T-Mobile billing system. In April of 2025, the customer contacted our ************* regarding the disputed SyncUp Drive line. ************* confirmed that the SyncUp Drive line migrated from there Sprint account to their T-Mobile account. ************* offered a goodwill credit;however, our customer declined. Please be advised within T-Mobiles Terms and Conditions, customers are advised they are to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges.
Please note that ************* then engaged our Fraud Team for additional review of the customer SyncUp Drive line. On the same date, the customer entered into a new payment arrangement to settle their past due balance in a two-part installment. T-Mobile completed its investigation and confirmed that the SyncUp Drive line had no usage from the time of activation. ************* reached out to the customer and advised them of our Fraud Teams findings. In efforts of resolving this matter, ************* applied a goodwill for the time the SyncUp Drive line was active as well as cancelling the line that would be effective at the end of their billing cycle.
T-Mobile records confirm that in May of 2025, the customer reached out to our ************* to enter into a new payment arrangement. **************** confirm that the customers payment arrangement that was due in May of 2025, was not received timely. As such, T-Mobile partially suspended the accounts ability to make outbound calls. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. The customer remitted a payment in May of 2025, the account was reactivated and entered into a new payment arrangement.T-Mobile contacted the customer on May 29, 2025, and addressed the above concerns. As a goodwill, our office applied an additional goodwill credit charges assessed for the SyncUp Drive rate plan. Additionally, we provided them 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 ResponseInitial Complaint
Date:05/28/2025
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I sought to remedy this with customer service. I parted ways with ********************** after plan pricing increases despite being sold the service with price lock (one of the two iterations around 2020). I am seeking to eliminate my final service charges as partial reparations for unagreed upon over charges. In this process, I have not been provided a detailed bill summarizing what Im paying for. I got a 3 page final bill with limited information. I was instructed to go to a store and request a detailed bill at a cost. This is not an acceptable remedy. I have paid $800 ($500 and $300) respectively which I would like applied against the equipment charges (which is not in dispute, despite t-mobile failing to honor a promotion of -$800 for over 4 months. They were working on fixing this issue to credit me $600 but I grew inpatient and have moved on. Im not looking for a lip service response. Id like genuine movement in the right direction from the executive response team. I have not (as of now) joined the class action lawsuit, and I would prefer to avoid that, as well as the ***.Business Response
Date: 06/06/2025
June 6, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23385608
To Whom It May Concern:
T-Mobile ********. (T-Mobile) is in receipt of your correspondence dated May 27, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer may have regarding their account, and we appreciate the opportunity to respond in this matter. In reviewing this matter, the customers concerns are associated with a billing dispute, and access to details of their account balance after cancellation.
In October of 2023, our customer took advantage of our Equipment Installment Plan (EIP) with the purchase of an Apple iPhone 15 Plus, and using an iPhone 14 Plus as a trade-in. This purchase was eligible for and automatically enrolled in our Apple Trade ******** promotion which gave $650.00 off the cost of an eligible Apple iPhone purchase via Recurring Device Credits (RDC) with a qualifying trade-in device on an eligible rate plan while maintaining eligibility.
In December of 2024, our customer chose EIP with the purchase of an Apple iPhone 16 Plus and used a ******* Galaxy S23 FE as a trade-in. This purchase was eligible for and automatically enrolled in our Apple Trade ******** promotion which gave up to $300.00 off the cost of an eligible Apple iPhone via RDC when its purchased on EIP, and a qualifying device is traded in. Our review found that this promotion was unenrolled in February of 2025. This promotion was manually re-enrolled by our ************* in March of 2025.
In April of 2025, all voice lines were cancelled via port out and the wearable line was cancelled upon our customers request, fully cancelling the account. All promotions were automatically unenrolled, and the full remaining balances owed on the aforementioned devices were charged to our customers final billing statement. It is important to note that upon cancellation of an account, billing statements are mailed to the billing address of record via *****
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 this 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. Their account, however, is currently eligible for T-Mobiles Un-contract promise. Therefore, our customer may request to have their final months recurring charge reimbursed, should they opt to leave T-Mobile because of the rate increase. The customer just needs to let us know within 60 days of the increase.
On May 29, 2025, T-Mobile contacted our 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 ResponseCustomer Answer
Date: 06/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that while not entirely accurate, the resolution they offered is satisfactory to me.
Sincerely,
******** ******Initial Complaint
Date:05/27/2025
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.
I ordered a **** card on April 25th of 2025. Today is May 27th and still no **** card. I call every week sometimes twice a day. I am always calling and being told it is ordered, it has shipped and so on or it was never ordered. I still have no card. My card was stolen and I reported it to them and ordered a news **** Card. Please help.........Business Response
Date: 06/04/2025
June 4, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File No. 23382173
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 May 27, 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 to their request for a sim card.
It is important to note that as of December 14, 2023, our customers also have the option to utilize ************************** handsets through our Bring Your Own Device (BYOD) activation. BYOD devices must be unlocked by the original carrier or original equipment manufacturer and be compatible with the network for them to be used with Assurance Wireless on T-Mobile's network. Some Assurance Wireless services may not be available or may require additional set- up to function properly. ************* can assist our customer with this activation process at any time. To determine if a device is compatible with our service, customers can visit ******************************************* and enter the devices ******** IMEI. Please note, Assurance Wireless only supports physical SIM cards at this time; embedded-SIM cards (eSIM) are not supported at this time.
A review of our customers account indicates that they requested a new sim card to be mailed, it is important to note that our systems will send the sim card to the address on file for the account, which is different from the address provided by our customer to your office. ********** recommends that our customer contact the Lifeline program administrator directly to update the address on file for their application. Additionally, as a one time courtesy, on June 4, 2025, our office mailed our customer a replacement sim card to the address on their correspondence with your office, upon receipt our customer should contact ************* to activate the new sim on their account. We regret any inconvenience to our customer.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Customers may contact ************* by either dialing ************** or 611 from their handsets during the hours of 7am to 10pm CST. ********** may also be reached at the address listed below.
Very truly yours,
T-MOBILE USA, INC.
***** DiMenna
Executive ResponseCustomer Answer
Date: 06/10/2025
Complaint: 23382173
I am rejecting this response because: The address on the account is correct. The address has never been changed. If they have sent out the **** card which I believe they have not because has ben * days and I have always been sent a tracking number and I have not received it yet.Thishas been going on for over a month and a half and I ontinue to g4t lied to by ths company over and over again.
Sincerely,
***** **********Business Response
Date: 06/18/2025
June 18, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: ***** **********
Your File No. 23382173
Assurance Wireless Account 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 16, 2025, regarding the above-referenced account.
T-Mobile regrets any continued concerns ***** ********** may have experienced regarding their request for a sim card, and we appreciate the opportunity to respond. Our records reflect that on May 31, 2023, ***** ********** activated the mobile number ending in 1629, which is subscribed to our Free Talk, Text and Data plan. At the time of activation, they were provided with an ANS Artia handset, which was provided to the address on the Lifeline Program application in *******, ***************
Our records indicate that on April 25, 2025, ***** ********** contacted ************* to request that we suspend their account as their handset was lost or stolen. At that time, they requested a replacement sim card for use with another handset, which was systematically requested. It is important to note that the address on file for the Lifeline Program application, was the address utilized for this request.
On June 4, 2025, our office sent a replacement sim card to ***** ********** via regular US Mail to the ************************************** address. As ***** ********** advised that this sim card was not yet received in their recent correspondence to your correspondence, on June 18, 2025, our office sent a second replacement sim card to that address. It is important to note that this sim card was sent via regular US Mail, our office recommends that ***** ********** check their mail for this correspondence. We regret any inconvenience to ***** **********
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Customers may contact ************* by either dialing ************** or 611 from their handsets during the hours of 7am to 10pm CST. ********** may also be reached at the address listed below.
Very truly yours,
******************
***** DiMenna
Executive ResponseCustomer Answer
Date: 06/18/2025
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:05/27/2025
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 was advised by a ******** representative to make a payment of $200 in order to bring my account current and avoid service interruption. I followed this instruction and submitted the payment as directed. Subsequently, I was informed that the amount provided to me was incorrect, and I would need to pay an additional sum to prevent suspension of my service.When I attempted to clarify the situation, I spoke with a floor supervisor named *****, who informed me in a highly unprofessional tone that I had not held up my end of the bargain as a T-Mobile customer. This comment was inappropriate and offensive, especially considering my nearly 10-year history as a loyal customer.Issues:I made the payment that T-Mobile advised me to make.I am now being penalized due to their error in communication.A supervisor spoke to me in an unprofessional and demeaning manner.I am being asked to make an additional payment or face service suspension, despite following instructions.Desired Outcome:A formal apology from T-Mobile regarding the inappropriate conduct of the supervisor.Correction of the billing situation so that I am not penalized for acting on inaccurate instructions.Assurance that my service will not be suspended due to this internal error.A full explanation of how this situation occurred and how it will be prevented in the future.I am deeply dissatisfied with how this matter was handled and feel compelled to bring it to the attention of the Better Business Bureau. I request a prompt and detailed response. I was completely and utterly disrespected. How do you get to be a supervisor and talk to people in such a disrespectful manner!!! This kind of treatment is not ok, part of me believes it was because I am black. I don't believe that if I had been an other ethnic group this would have been said to me .I am very very disheartened!Business Response
Date: 06/09/2025
June 9, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23380723
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated May 27, 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 suspension, billing concerns and customer service.
It is important to note,based on the customer's billing cycle, the accounts payment due date is on the 17th of each month. Pursuant to T-Mobile policy, accounts may be suspended if payment in full is not received by the due date. Lastly, if we suspend a customers service and then later reinstate it, a fee may be assessed.
A review of the account confirms that the customer's payment was not received by the due date. As the payment was not received on time,T-Mobile suspended the account's ability to place outbound calls. Upon initiating a payment arrangement and reactivation of the account, a restore from suspension fee were assessed per line of service, up to three lines. Additionally, a late fee was applied to the billing statement, as payment for the previous billing cycle was not received by the due date. As an active payment arrangement was in place,the payment associated with that arrangement was not received as agreed. Our review found the customer was ineligible to set up another payment arrangement unless they remitted a payment the required payment. Please be assured T-Mobile strives to provide world-class service to all our customers on each contact. We apologize if any T-Mobile employee failed in any way to display that during recent contact with our ************* Team.
Regrettably, our office has been unable to reach our customer regarding 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 ResponseInitial Complaint
Date:05/25/2025
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.
******** once again lied about their upgrade policy. They also lied about their return policy and they are also trying to charge me for a phone that was sent to me out of good faith and a mishap on their part. They are now trying to collect money from me.Business Response
Date: 06/06/2025
June 6, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23375792
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated May 25, 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 charge on their T-Mobile bill for a handset upgrade.
Our office previously worked with the customer and resolved their concerns to their satisfaction. As a result of our office working with the customer charges were placed on their most recent statement reflecting the total amount of the handset and its associated taxes. Unfortunately, we are unable to adjust charges before they reflect on the billing statement. As such, our office completed the promised follow up and adjusted all charges associated with the handset.
On May 27, 2025, our office contacted the customer and advised them of the above and the customer advised us that their concerns were fully resolved. 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,
******************
***** Peters
Executive ResponseCustomer Answer
Date: 06/06/2025
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:05/25/2025
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 have been with T-Mobile since August of 2024. When purchasing service with T-Mobile I told the representative that the phones we were starting off which aren't expensive, and I plan to get new ones at a later date, so I won't need the protection plan. Fast forward to last week I decided to thoroughly go through my account because I felt that I was paying way more than I am supposed to. Every month since August 2024 I have been charged a $19.99 protection plan fee I didn't authorize. Yesterday I decided to give T-Mobile a call to get the issue handled and not to my Suprise the customer service was horrible and basically the supervisor told me since I didn't catch it in time they can't do anything. I feel as though they don't care about anything as long as they get paid. I let the supervisor know that I would be filing this complaint and he basically said "I don't care. Also, I am disputing the overcharging of reconnection fees $60.00 every time that my line is disconnected when I have let multiple agents know about the serious health issues that are going on due to Covid. And if you are charging $60.00 each time my line is disconnected that is setting me back further and further instead of helping. I am very disappointed with the level of disrespect that I have experienced with this company.Business Response
Date: 06/06/2025
June 6, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re: Your File Number: 23375016
To Whom It May Concern:
****************** (T-Mobile) is in receipt of your correspondence dated May 24, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns the customer may have experienced regarding their T-Mobile account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to charges for Protection 360 feature and restore from suspension fees.
Our records confirm that the customer purchased an Apple iPhone handset with T-Mobile in 2024. Please note that customers have the option to subscribe to T-Mobiles device protection plan, Protection 360, provided by the third-party company, Assurant, during qualifying events such as the purchase of a new device. Upon review of the account, T-Mobile was unable to confirm if the customer declined adding the Protection 360 feature. As the Protection 360 feature was on the account, they were billed accordingly.
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.
On May 13, 2025, a payment arrangement was initiated for the outstanding balance on the above referenced account. As part of that payment arrangement, the customer agreed to remit payments in two installments on May 20, 2025, and June 3, 2025.
A review of the account confirms the customers payment that was due on May 20, 2025, was not received in full, on time. As the agreed upon payment in full was not received timely, on May 22, 2025, 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. Therefore, when the customer made a payment and created a new payment arrangement on May 23, 2025, and the account was reactivated, the account was assessed a restore from suspension fee per line of service, up to three lines.
On June 2, 2025, our office contacted the customer and advised them of the above. Our office and the customer were able to come to an amicable resolution regarding their concerns. T-Mobile regrets any inconvenience to the customer.
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,
******************
********* *********
Executive ResponseInitial Complaint
Date:05/24/2025
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.
05/17 I was charged a monthly service that I could not access due to a service transfer from Spectrum to T-Mobile. I went into the store, and since I could not access the temporary number associated with the T-Mobile account, they could not assist me with the approved refund. I went into the store, and they tried to help me, but I needed access to the account. Today, 05/24, I tried to resolve this in the store, and they informed me that there was nothing they could do, so I had them cancel the service to avoid any more payments or issues if I could not use it.Business Response
Date: 06/05/2025
June 5, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 23374795
To Whom It May Concern:
****************** (T-Mobile) is in receipt of your correspondence dated May 24, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining a refund after cancellation of services.
After a thorough review T-Mobile confirmed the customer activated services in May of 2025, and cancelled within the same month. Our records indicate the customer did not use the service during the time that it was active. As a courtesy, the customers payment was refunded to the original form of payment. Please note, it can take up to three business days to process.
T-Mobile contacted the customer on May 28, 2025, and addressed their concerns and advised them of the above information. T-Mobile refunded the remaining amount of the payment. 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,
******************
*** Mireles
Executive Response
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