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
- 4,179 total complaints in the last 3 years.
- 1,258 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:09/13/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Wheb I qualified for a free phone I was given a Revvl phone which the agent admitted wasn't a good phone but they had to get rid of them. He was right and it didn't work so I switched back to my older cell phone. Because I wasn't using their phone I am being charged $2.57/month and when I tried to return the phone I was told I would have to pay the full price of the phone, several hundred dollars, for a phone that didn't work. On dialysis I need a cell phone th:at works 24/7. ******** is giving away all sorts of free phones that work, ***** 16, *******, ******** and still trying to unload the awful Revvl. I don't want the phone:, I don't want to pay anything for a phone that doesn't work and would like the $2.57 removed from my account back to the day when I stopped using the phone. I have been a T-Mobile customer for several years and have never had a problem before getting this "free phone".Business Response
Date: 09/24/2025
September 24, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23879333
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated September 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 a device purchased at a T-Mobile retail location.
After a thorough review,T-Mobile confirmed in February of 2025, the customer visited a T-Mobile retail location and utilized our Equipment Installment Plan (EIP) with the purchase of one 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 ****************.
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 September 23, 2025, our office contacted the customer via email and resolved the matter to their satisfaction. 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: 10/02/2025
Please not that ******** has contacted me directly and removed the offending charge from my account. This case can be closed.Thank youInitial Complaint
Date:09/12/2025
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.
JUNE 2025 I visited T-******, *************************************** because I needed assistance with my cell phone. While I was there, I paid my bill of $121.00 in cash to the associate who assisted me with my phone. She handed me back my original bill that I had presented to her with a handwritten 'PAID' across the bill. When I received my monthly invoice the following month it did not reflect my cash payment. I immediately went to the same T-Mobile to inquire about the payment I had made there. I was told by the store manager they had no record of my visit or my cash payment. I asked them to check their records and or their camera footage and was told they did not keep that and had no way of verifying my cash payment. At that time, I told the manager to cancel my account as I no longer wished to have any business with ********. The manager informed me that I will be charged for a new additional payment. The associate that I handed the payment to clearly pocketed my cash payment. There is no doubt that they have camera footage to verify what occurred.Business Response
Date: 09/23/2025
September 23, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23876185
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated September 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, the customers concerns are pertaining to a payment that was not applied to their account.
After a thorough review, T-Mobile found no record of any cash payment made on June 25, 2025, nor was there any access to the customers account. Please note, for all payment transactions in a retail location, a receipt of the transaction will be supplied with details of the payment for the customers records. There were no subsequent interactions in retail or calls to T-Mobile ************* until August 7, 2025, when the customer went into a retail location to make a payment.
Our records confirmed the voice line was transferred to another service provider on August 15, 2025, which left one DIGITS line active on their account. The arrangement to transfer the line of service was made directly with the new wireless service provider and not with ******** whose only involvement in this transaction was to cancel the line of service after the new wireless service provider took control of it.
T-Mobile contacted the customer on September 16, 2025, and addressed their concerns and went over our findings regarding the payment. We are happy to report that we reached an amicable resolution with our customer. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
**** *******
Executive ResponseInitial Complaint
Date:09/12/2025
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 purchased T-Mobile Prepaid $50 plan on August 11, 2025. The data immediately was weak and would not allow me to access the web without major issues! I connected my phone to Wi-Fi and that is the only way websites or apps would work. After realizing that I went to a T-mobile store to see what could be done to troubleshoot this issues not having reached 50.0GB for congestion or any throttling of my services! The representative informed me to call customer service which I did at the halfway point of my billing cycle and was told there was work on the towers being done that caused these issues. The agent had me do a network reset, and erase and reset my phone statistics and all of a sudden on Sept 3 my data began to work properly! I informed the agent that reimbursement would be needed for the time services was provided per the agreement. There was no high data point reached till afterwards. On Sept 11 I called in and was lied to by a Customer Agent, Supervisor, and Account Manager. They falsified their positions fraudulently refusing to allow me to speak with the correct authority when I asked them for such. The last Manager I spoke with ******* directed me to the data usage page which proved that I should not have had issues or priority reduced prior to 50.0GB. The direct refusal to resolve the issue was appalling and I was threatened to be hung up on after the Manager realized I was correct! Considering the circumstances there should be an exception made due to the overall horrible customer service and breach of agreement!Business Response
Date: 09/19/2025
September 19, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re: Your File Number: 23874649
To Whom It May Concern:
******************(T-Mobile) is in receipt of your correspondence dated September 11, 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 data speeds and a request for refund on a Prepaid account.
T-Mobile records reflect that the customer activated a *************** in June 2025. The customer is currently subscribed to a Prepaid rate plan that provides 50GB of Premium Data,after which data service continues at a reduced speed.
In September 2025, a Fair Usage warning notification was sent advising that the customer had nearly reached their monthly data allotment. Upon contacting ************* to report slower than expected data speeds, ************* troubleshot to restore service;however, T-Mobile records do not reflect a network maintenance notification nor a promise of refund.
Pursuant to the Terms and Conditions that were agreed upon at the time of activation, Pre-paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.
On September 18, 2025, our office spoke with the customer and advised of the above. T-Mobile resolved this matter 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 ResponseInitial Complaint
Date:09/11/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I applied for approval from assurance Wireless. I was told I would receive a sim card at ************************. Which NEVER arrived. I called the number listed for customer service and was told if the Sim card did not arrive in 2 business days to call for an expedited Sim card delivery. I have called repeatedly **************...But the number is unreachable!!!!I was given a date of 10/24/25 to activate my Sim card services.I can NOT achieve this if the customer service number is inactive!I want an explanation from assurance Wireless as this has been exceptionally inconvenient.Business Response
Date: 09/23/2025
September 23, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re: Your File No. 23873544
To Whom It May Concern:
Assurance Wireless is a brand operated under ****************** (T-Mobile). As such, ******** provides a response on behalf of Assurance Wireless. T-Mobile and Assurance Wireless may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated September 11, 2025, regarding the above-referenced file number.
After reviewing the correspondence from your office, T-Mobile is unable to locate an account using the information provided. As we are unable to locate a current, pending 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 details in response to their dispute.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 7am 10pm CST.
Very truly yours,
******************
******* *****
Executive ResponseInitial Complaint
Date:09/10/2025
Type:Delivery 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.
Ordered 4 iPhones from T-mobile. Suppose to be delivered by **** *** reports it was delivered 6/12/25 and I signed for it. It was not delivered and I didnt sign - I was at work. ******** states after an investigation that they determined I did receive the phones and signed. They will not take off the phones that were not delivered.Business Response
Date: 09/21/2025
September 21, 2025
FILED ELECTRONICALLY
Better Business Bureau
***********************************************************
Re:Your File Number: 23868239
To Whom It May Concern:
****************** (T-Mobile) is in receipt of your correspondence dated September 10, 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 four devices that were lost.
In June 2025, the customer purchased four devices, which required a trade-in. T-Mobile records indicate that the customer contacted ************* and notified us that they did not receive their devices, as they were at work during the anticipated delivery. In response, T-Mobile initiated an investigation with ***, which reported that the handsets had been received and signed for. Following this, the customer reported the devices as lost or stolen, leading T-Mobile to escalate the matter for further investigation.
Subsequently, the customer placed a new order for four replacement devices in July 2025, and confirmed receipt of the handsets. On September 12, 2025, we determined that the original four devices were lost in transit, and a block was placed on all four handsets. That same day, a return was processed, the down payment for the initial purchase was refunded to the customers financial institution, and credits were issued for any additional monthly installments charged over the past three billing statements.
On September 15, 2025, our office contacted the customer, provided a full explanation of the above actions, and advised that the refund for their handsets would be returned to their financial institution within ten business days. Additionally, all charges from previous months related to the lost devices have been credited to the customers account. We also provided contact information should the customer have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
T-MOBILE USA, INC.
***** ******
Executive ResponseInitial Complaint
Date:09/10/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased (3) phones from T-mobile on 07/31/25 received the phones first week of August I had a death in the family and did not have time to go into the local store to get the phones activated until I took a day off of work on 9/10. We just continued in using the ******* phones we already had. We went into the T-mobile store in ******, IN. to get the phones activated and our phone numbers transferred from the ******* phones. ***** at the store scanned my Driver's License and told me that my account had been suspended due to no payment. I told him that I paid **** at the time I purchased the phones and accessories and just wanted to activate my phones. ***** said he can see that the phones were NOT activated yet, so I asked why am I in collection and my account was suspended if not activated? He told me that you have 14 days to activate your phones. I was never told that during the purchase or I would have made it a priority. He said the balance was almost $700 . He called their customer service and I was told I had to make a payment in order to ************ my account so they can see what happened. I told him I was not making a payment on something I feel I am not responsible for since the account was not activated. ***** said I should get a hold of customer care to see if they can help. I went home and call customer care *************) speaking with *** and was told that a note was put on my account to correct this issue and I needed to go back to the store and call them back and they would talk to the representative. I asked is a note was put on my account and *** said yes. . I went back to the store and told ***** what I was told. He said he is not able to talk with someone they did not initiate the call. They reviewed the account and said the only note was "referred to store" nothing about the suspension of the account or amount due. As a customer service professional I cannot believe the run around and 3 trips to the store and no resolutions.Business Response
Date: 09/19/2025
September 19, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23867853
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated September 10, 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 billed charges and disruption of service.
After a thorough review, T-Mobile records reflect the customer activated three voice lines in August 2025 and purchased three Apple devices with our Equipment Installment Plan, agreeing to pay for them in 24 monthly installments.
Please note that the account was billed by a system known as bill current, which means charges for the rate plan were billed in advance of the service being provided and became due within that billing cycle. As the first billing statement was not paid by the due date, the account was partially suspended in August 2025. As stated in our policy, if we suspend a customers service and then later reinstate it, a restore from suspension fee of $20.00 per line of service plus applicable taxes, for up to three lines, may be assessed. More information regarding a restore from suspend fee can be found here: ************************************************************************; In addition, it should be noted that T-Mobile records do not indicate that the account was cancelled nor referred to a collection agency.
On September 12, 2025, our office spoke with the customer and discussed their billing and promotion concerns. We reached an amicable resolution with our customer. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
**** *******
Executive ResponseInitial Complaint
Date:09/10/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint form is attachedBusiness Response
Date: 09/16/2025
September 16, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File No. 23865705
To Whom It May Concern:
Assurance Wireless is a brand operated under ****************** (T-Mobile). As such, ******** provides a response on behalf of Assurance Wireless. T-Mobile and Assurance Wireless may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated September 10, 2025, regarding the above-referenced account.
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 a device order and service charges.
The account was activated in March of 2025, and our customer was provided a device at no cost for use with their Assurance Wireless service. Please note, all new Assurance Wireless devices are provided with a one-year warranty through the manufacturer. However, within the first 90 days, should a customer experience a manufacturer defect with their device they may contact our ************* directly to receive information on how to process a warranty exchange through either ANS or **** Furthermore, any approved warranty exchange will be replaced with the available stock at the time the warranty exchange is processed as handsets may vary. Please be advised that the manufacturer's warranty does not cover liquid or physical damage, or lost or stolen devices. It is important to note, after the 90-day period, customers will need to contact the manufacturer directly for device repair or replacement.
Please note, as of April 24, 2025, Assurance Wireless no longer provides devices upon approval of service. While our monthly wireless service continues to be free for those who qualify, we have updated our device policy to offer more flexibility and choice. Customers can now bring their own unlocked phone (BYOD) or purchase an affordable device that best fits their needs.
Regretfully we are unable to validate the purchase details of the device, as Quality ONE is independently owned and operated. However, as *********** sells products that can be used on the Assurance Wireless network, they should be able to work with our customer directly regarding their concerns for a refund for shipment or device refund, according to their policies and procedures, in addition to the return time frame. As such our office recommends that our customer contact Quality ONE directly for assistance regarding this matter. Quality ONE can be reached via their website ************************************************** or they can call them directly at ************, more information regarding their return policy can be found at ****************************************************; Assurance Wireless is not involved with the process of shipment, device orders, or payments made to Quality ONE as they are independently owned and operated.
Additionally, Assurance Wireless offers a rate plan called the Data Peace of Mind rate plan. It includes ***** minutes, unlimited texts, and unlimited data, with the first 7GB available at high speeds (usable on a smartphone or hotspot), followed by unlimited 3G data thereafter. In order to take advantage of these offers, customers are required to pay an up-front payment of $10.00, and the monthly cost of $0.83 will be deducted from the account balance over the next 12 months. Partial payments are not available, and this rate plan is not offered in all states. For more information regarding this rate plan, customers can view mor information at ********************************************. Our customer subscribed to the Data Peace of Mind rate plan and remitted a payment of $10.00. Please note, per our Terms and Conditions located the following website *****************************************************************, refunds are not available for Assurance Wireless accounts.
T-Mobile has reviewed the account and confirmed the mobile number was canceled on May 2, 2025, when it was transferred to another service provider. Should our customer have any concerns regarding this matter, they can contact us directly at the number below.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 7am 10pm CST.
Very truly yours,
******************
******* *****
Executive ResponseInitial Complaint
Date:09/10/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 12th I called t-mobile to get my phone numbers (3 lines) released to transfer to another carrier. After talking to the agent, I was transferred to the retention department. There I was offered a plan for $135 with taxes for the 3 lines plus $10 off for the next 6 months. I accepted the plan. On August 10 when I got my bill I was charged $240. I called to ask for clarification. I was then forwarded to a manage who stated he could see I was put on the wrong plan and he would fix it. He did and discounted my bill to the correct amount plus extra $15 for the hassle. Yesterday September 9. I get my bill and it is $234.63 I called again. The agent tries to explain to me the charges. I had already reviewed my bill, I could see what the charges are, but it is not what I had signees up for. She tells me I was MISLED, her words not mine. As the plan is $130 for two lines the extra line is $35 plus plus the taxes are not included. I asked to speak to a supervisor, who then says you should have looked at our plans online, I will walk you through them we dont have a plan like that. To which I explained well your agent said otherwise and thats what I signed up for. They basically said you were misled, we will write up a complaint about the last two managers you spoke to and thats that. No accountability or offer to rectify for them quoting me a price that was not the actual price.Business Response
Date: 09/19/2025
September 19, 2025
FILED ELECTRONICALLY
Better Business Bureau
***********************************************************
Re:Your File Number: 23864971
To Whom It May Concern:
****************** (T-Mobile) is in receipt of your correspondence dated September 10, 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 monthly recurring charges.
Upon thorough review of the account, T-Mobile records reflect the customer activated service in March 2012 and was previously subscribed to our Essential Saver rate plan. In addition, the customer is enrolled in *******. Customers on eligible rate plans and with an eligible payment method may also receive a $5.00 monthly bill credit per eligible line for using AutoPay. The customer is receiving a $5.00 discount per every eligible line of service.
In July 2025, the customer contacted ************* to inquire about cancelling the account. The customer was offered our Magenta Complete rate plan and was offered a discount of $10.00 off for the next six months. It is important to note that the $10.00 discount can take up to two billing cycles to take effect. Please be advised as this changed the account from a tax exclusive plan to a tax inclusive plan the change was backdated to the start of the billing cycle. Therefore, the charges for both rate plans were included in the next billing statement. In August 2025, the customer contacted ************* regarding an increase in the bill, and they were provided an account credit.
In August 2025, the customer also added an additional line to the account resulting in an increase in their monthly bill. Additionally, in September 2025, the customer spoke with ************* about the account and their rate plan was once again changed from a tax inclusive plan to a tax exclusive plan the change was backdated to the start of the billing cycle. Therefore, the charges for both rate plans were included in the next billing statement.
On September 12, 2025, our office contacted the customer to discuss their concerns. An amicable resolution was provided to the customers satisfaction.
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,
******************
******* Sanchez
Executive ResponseInitial Complaint
Date:09/10/2025
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 had 4 phones with tmobile business paid off my tmobile phones but they will not unlock 2 of the phones which i never opened. They're saying that they can't unlock them because they were never activated. They showed as active the entire 2 years online. They are saying that I need to actally use the phone for 40 days. This means i have to open the boxes and use them which will make it lose value. I want to sell them. Additionally, they are making me pay for another 40 days which i do not want or need and will not provide reimbursement.Business Response
Date: 09/17/2025
September 17, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 23864251
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated September 9, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer may have experienced regarding their account, and we appreciate the opportunity to respond. In reviewing this matter, we have determined that the customers concerns relate to a Mobile Device Unlock (MDU) request.
Please be advised, MDUs are available for those devices that meet our eligibility requirements which are available at ********************************************************************************. These requirements include, but are not limited to:
The device must not be reported as lost, blocked, or stolen.
The device must have been active on the T-Mobile network for at least 40 days on the requesting line.
The device must be sold by T-Mobile.
The account must be in good standing.
If the device was financed or leased through T-Mobile, then all payments must be satisfied, and the device must be paid in full.
T-Mobile records confirm that our customer used our Equipment Installment Plan (EIP) to purchase handsets, which they recently paid off in full. Our customer then contacted our ************* team to request an MDU for two of their handsets. Regrettably, however, the handsets did not meet the full MDU requirements listed above, and as such, ************* was unable to unlock our customers handsets.
T-Mobile contacted the customer on September 12, 2025, and advised them of the above information. We are pleased to report we were able to reach an amicable resolution to our customers concerns. Additionally, we provided the customer our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
**** Archuleta
Executive ResponseInitial Complaint
Date:09/10/2025
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.
In February of this year, both phones on my account were hacked. I called and went to many t-mobile stores to let them know, I got ZERO help. I replaced both phones, opened new email addresses and both of the NEW phones were hacked as someone was in my t-mobile account. Both times they got in my phone, they got in my Internet app, got all the passwords and hacked every device in my home. This has cost me over $10,000.00 in phones and personal devices. I want a refund for ALL THE PHONES PURCHASED THIS YEAR, along with the ******* 22 ultra that was hacked. I also want my final bill waived. This account is under *************************** You can see all the times I called in because my phone was hacked.Business Response
Date: 09/18/2025
September 18, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re: Your File Number: 23864250
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated September 10, 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.
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 device security and a request for a refund of their devices and final billing charges.
Records reflect that the customer purchased a ******* and an Apple handset from T-Mobile in 2025. Records reflect that the customer contacted our ************* team to report that their devices had been compromised. ************* provided detailed information regarding the sophisticated security systems we employ to protect customer data and device integrity. ************* are designed to detect unauthorized access and mitigate potential threats in real time.
It should be noted T-Mobiles systems use a sophisticated encryption and the ciphering keys change frequently between the phone and the network by using the authentication functions of the System Identifying Module (SIM) card. The level of encryption and the frequent changing of the encryption keys make the interception of communication on our network extremely difficult.
While we understand the customer's concerns and take all reports of potential hacking seriously, we must reiterate that our findings do not support the claim of account compromise through our systems. As such, we respectfully decline to issue a refund for the device costs or the final bill.
Records reflect that the customer contacted our ************* team again, reiterating concerns that their devices were being hacked. In response, our technical support team processed an exchange for the ******* handset and provided a replacement handset.
Furthermore, the charges on the customer's account were reviewed and found to be consistent with the terms of service agreed upon at the time of purchase. Despite multiple attempts by our office to follow up and discuss the matter further with our customer, we were unable to reach the customer to provide additional support or clarification. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
***** *****
Executive Response
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