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 Find Local Branches.

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• 

  Sprint Now Part of T-Mobile

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  Sprint Now Part of T-Mobile

  6391 Sprint Parkway Overland Park, KS 66251

• 

  Sprint Now Part of T-Mobile

  2506 Crossing Cir Ste C Traverse City, MI 49684-7955

• 

  Sprint Now Part of T-Mobile

  510 S Clinton St Grand Ledge, MI 48837-2296

• 

  Sprint Now Part of T-Mobile

  1886 14th Ave Vero Beach, FL 32960-0620

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:07/23/2025

  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.

  On July/23/2025 around 10 am my son ***** received a text message of the cell phone bill of $742 as he reached out to me confused about it. I called T-Mobile and the *** was very polite and explained why it was that high due to a broken phone replacement Asurion reached out to them stating the phone was never returned from April/14/2025 .explained to the *** I sent the phone back the very next day to avoid all of this. the *** called over to Asurion three way conference call and i explained to the *** the reason of the call i let them know the phone was sent back. they should have known that because they sent a text message telling me they received the phone he put us on hold came back stating they have the phone since April so why was we charged he did not have an answer ,but he stated that it will be removed from the account in 1 to 2 business days .I stated this has caused stress depression and headaches not knowing and aske to be compensated which would only be right and stated that will not happen asked for a manager he gave me a supervisor. I stated manger and **** the manager came to the phone I kindly explained and she was rude and would not assist to credit for the pain they caused I asked for the cooperate number she refused told me to ****** it because she will not be credit. I asked again and **** refused I told her I will be filing a complaint against this company as well as herself she stated do it she will take all the blame. so they had the phone there all the time and charged it to our T-Mobile account as though it was ok from April till l this day and that is just wrong . as if this was not going to be looked into companies feel they can charge the customers as they please and it is ok, but it is not no one should be treated with the disrespect and rudeness I experienced on today it is sad and wrong

  Business Response

  Date: 07/30/2025

   
  
  July 30, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:Your File Number: 23642910
  
  To Whom It May Concern:
   
  *****************. (T-Mobile) is in receipt of your correspondence dated July 23, 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 to a non-return fee. 
  
  After a thorough review T-Mobile confirmed that non-return fee in question was a result of an insurance claim filed through Assurant.  Our review found the non-working device was not returned within the timeframe required by Assurant and a non-return fee was assessed to the account. 
  
  T-Mobile contacted the customer on July 28, 2025, and addressed their concerns.  T-Mobile was able to reach an amicable resolution with our customer.  Additionally, we provided them with our contact information should they have any additional questions regarding this matter.  
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  ******************
  
  
  ******* *****
  Executive Response
  
  

  Customer Answer

  Date: 07/30/2025

   
  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:07/23/2025

  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.

  Phone # ************ had the phone replaced by insurance in February of this year. We have the supporting documents that were sent to T-Mobile,We have contacted the customer support every month since then and they have not adjusted the amount due because they are saying we did not return the phone. They have said that # ************ was not returned, which is not the phone that was returned. Every month they tell us it will be taken care of and every month they disconnect our phones for the unpaid balance due from this error, We call and they turn the phones on and tell us again that they will make sure it is taken care of by the next billing cycle. And it has not been resolved.

  Business Response

  Date: 07/28/2025

  July 28, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:   Your File Number: 23642153
  
  To Whom It May Concern:
   
  *****************. (T-Mobile) is in receipt of your correspondence dated July 23, 2025, regarding the account referenced in the above-mentioned file number. 
  
  T-Mobile regrets any concerns the customer may have experienced regarding the account, and
  we appreciate the opportunity to respond. In reviewing the correspondence, the customer
  expresses concern regarding a non-return fee assessed for a device they indicate they returned to
  T-Mobile.
  
  T-Mobile records confirm that the customer completed a warranty claim for a non-working
  handset.  If a customer completes a warranty claim but fails to return the non-working handset to T-Mobile within the allotted return period, a non-return fee is assessed to the account.  After a thorough review of the account, T-Mobile confirmed the exchange order was placed for the incorrect device.  As such, our system was expecting a different handset to be returned.  Records confirm the **** associated with an alternate device than what was expected was scanned into our return database timely.  However, as that was not the **** expected to be returned, the non-return fee was assessed to the account.
  
  Please note, while we investigated the return of the non-working device, the account remained past due and the account was suspended for non-payment.  As stated in our policy, if we suspend a customers service and then later reinstate it, a fee may be assessed for up to three lines of service per instance.  Therefore, when the customer remitted a payment, and the account was reactivated, the account was assessed restore from suspension fees pursuant to T-Mobile policy.  
  
  On July 24, 2025, our office contacted the customer and resolved their concerns to their
  satisfaction.  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 Response
  
  

• Initial Complaint

  Date:07/23/2025

  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.

  In February 2025 my daughter upgraded her iPhone from an iPhone 14 pro to an iPhone 16 pro. She had to return the iPhone 14 to ********'s 3rd party insurance provider ********. The device was returned to ******** on May 20, 2025, via **** with tracking number **********************. Immediately after we returned the device T-Mobile issued a charge of $600.00 on my bill for the device that we returned. T-Mobile assured me the charge would be removed in 1-2 billing cycles and asked that I call Assurant to confirm. ******** has several non-working numbers. Once I did reach someone in June, the representative did not speak or understand English. Several other calls to Assurant with absolutely no resolution because their customer care team DOES NOT SPEAK or understand English. This is a scam being run under the name of T-Mobile. Assurant received the device and still charged me for it. Please help protect American consumers from this heinous scam.

  Business Response

  Date: 07/31/2025

   
  
  
  July 31, 2025
  
  
  FILED ELECTRONICALLY
  
  
  Better Business Bureau 
  *********************************************************
  
  
  Re: Your File Number: 23640821
  
  
  To Whom It May Concern:
   
  ****************** (T-Mobile) is in receipt of your correspondence dated July 22, 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 device fees. 
  
  
  In March of 2025, our customer opened an insurance claim for one of the lines on the account.  Due to an inadvertent error, the damaged device was not returned to the expected return center, and it was not scanned in as received.  In May of 2025, our customers account was charged a device non-return fee.  T-Mobile records show that the customer call ************* and Assurant to try and resolve their billing concerns. 
  
  
  Please be assured that T-Mobile strives to provide world-class service to all our customers on each contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during the customers recent contact with our *************.
  
  
  In July of 2025, Assurant confirmed the return of the device and a credit was issued for the full cost for the non-return fee and is pending for the next bill.  
  
  
  On July 28, 2025, our office contacted the customer to review the above information and advised that the credit for the fee will be applied to the August 2025, billing statement.  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:07/23/2025

  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.

  In May 2025 I went to a T-Mobile store to purchase a synch 2 watch for my son. I was talked into buying 2 of them, an apple watch, and a ******* watch because they'd all be free after bill credits and the samsund and apple watch would be half off for their monthly service prices due to a promotion. Before agreeing to the purchase they confirmed my bill would be about the same but probably less due to a device payment falling off and canceling old unused device lines. I called and used the chat system to cancel my old lines when leaving as informed to do, and confirmed with the customer care representative that it would keep my bill about the same. June 10th I wanted to confirm the old lines came off before my bill cam, I chatted with a representative who told me my bill would be "around $600", which my old bill was $593, so It sounded right. A few days later my bill came for $668, so I chatted again and was told I was misinformed and there were one time mid cycle charges they didn't tell me about at the store, or with customer care the numerous times I talked to them. She the assured me my bill moving forward would be "$580.70 to be exact". I wasn't happy about being misled to the $668 bill but felt better knowing my future bill would be $580.70, so I let it go. Weeks later I got my bill in July, this time for $619, so I contacted them again. This time I was told they were all wrong and my bill is correct, and refused to honor the price I was guaranteed. I have wasted dozens of hours of my time on this over 3 months, as well as hundreds of dollars for being mistold information numerous times. I feel lied to, betrayed, and taken advantage of; especially after being a customer for over a decade and always paying on time. I just wanted to pay my agreed to amount and move on, but customer care is refusing to do that and telling me they won't honor my promised price. These recent business practices is making me question their business ethics as a company.

  Business Response

  Date: 07/28/2025

   
  
  July 28, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:Your File Number: 23640820
  
  To Whom It May Concern:
   
  T-Mobile ********. (T-Mobile) is in receipt of your correspondence dated July 22, 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 billing dispute after a recent equipment purchase.
  
  T-Mobile records indicate the customer took advantage of our Equipment Installment Plan (***) with the purchase of four watches wherein they agreed to a series of 24 monthly installments.  Each device purchased was associated with a new line activation.  It is important to note that each watch is receiving the promotional value via offers they qualify for through monthly Recurring Device Credits (RDCs) while maintaining eligibility for the duration of the *** term.  Further, the promotional RDCs will be paid out over the full term of the *** with no means to speed up their payout.
  
  On July 24, 2025, our office contacted the customer to discuss the matter.  ********** was able to amicably resolve the customers concerns.  Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.  
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  ******************
  
  
  ***** ********
  Executive Response
  
  

  Customer Answer

  Date: 07/28/2025

   
  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:07/22/2025

  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.

  After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:Company Name:T MOBILEAccount #:3526**** Balance: $241.00Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.

  Business Response

  Date: 07/28/2025

   
  
  July 28, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re: Your File Number: 23634897
  
  To Whom It May Concern:
   
  *****************. (T-Mobile) is in receipt of your correspondence dated July 22, 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 an account that has been referred to a collection agency.
  
  Our record confirms our customers account was active with a Home Internet line which was later cancelled at their request.  Please note, to use T-Mobiles ********************** customers are provided a gateway to use free of charge that receives T-Mobile wireless signal and then broadcasts a Wi-Fi network.  Please note the Home Internet gateways are T-Mobile owned devices, and are provided to our customers at the time of activation.  However, if not returned within 45 days of cancelation of service, a non-return fee of up to $370.00 may be assessed.  As the account was cancelled and our records confirm that the Gateway was never returned, the account was assessed a non-return fee.  As our customers account remained in a delinquent status and T-Mobiles internal collection efforts were unsuccessful, our customers account was referred to an outside collection agency, and is currently with ******************************.  Our customer may contact ****************************** at ************ to discuss payment options.
  
  Our office was unable to reach our customer to discuss the specifics of their dispute with T-Mobile.  However, should they wish to discuss their concerns, they may contact our office directly using the contact 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 Response
  
  

• Initial Complaint

  Date:07/22/2025

  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 have been forced to file complaint against ******** on multiple occasions. The last time was about 2 months ago but they failed to meet their end of the agreed resolution. We discussed my bill and number of unused lines I had and decreased that number. I questioned about the poor internet service they provide and the fact that my modem was 3 years old and with new technology a newer one might provide better service and was told to just take the old one to a T-Mobile store and exchange. I did and they stated my monthly service bill would increase to $50. I said no and went back home. I spoke with executive ***resentative again the next morning and told him. The call ended with us just keeping the internet the way it was. About 2 weeks later I get another executive ***resentative calling and told him issues had been resolved except the poor internet service and that we decided nothing could be done. He told me he would send me a new modem and a shipping label to return the old one which he did and the monthly service would remain the same. Otherwise like the store I would have declined. Now I have gotten my new bill and my service for internet is being billed at $50. No honesty or integrity. I called customer service and they said the increase was due to the fact that I only had 1 line. When I switched to 1 line it was never mentioned that my internet would go up. The first executive *** resolution ended with me keeping old modem to keep the same internet rate. It was 2 weeks after I switched to 1 line the second executive *** stepped in and offered to send me a new modem and I would keep the same rate.

  Business Response

  Date: 07/28/2025

   
  
  July 28, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:Your File Number: 23634895
  
  To Whom It May Concern:
   
  *****************. (T-Mobile) is in receipt of your correspondence dated July 22, 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 losing their T-Mobile Home Internet promotion. 
  
  T-Mobile records reflect that our customer is referring to our $20 off Internet with 2+ Magenta Max lines (2022 HINT P11) promotion which provides our customers with a $20.00 credit towards their Home Internet line for having two paid voice lines on our Magenta Max rate plan.  Unfortunately, our customer cancelled a line of service and changed their rate plan making them ineligible for the 2022 HINT P11 promotion. 
  
  Our office contacted the customer on July 25, 2025, and came to an amicable resolution.  Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.  
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  ******************
  
  
  ***** ******
  Executive Response
  
  

• Initial Complaint

  Date:07/21/2025

  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.

  I have not had full use of my phone since I tried to port out July 14th . I was unable to port out for unknown reason and can not get a hold of ANYONE on phone at T-Mobile. I went into the T-Mobile store yesterday to make sure all was good they said yes. Today I wake up and cant send texts . It says mobile has blocked me from texting . Im leaving out of state again to military base and I need my fuxking phone .

  Business Response

  Date: 07/29/2025

   
  
  July 29, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *****************************
  *************************
  
  Re: File Number: 23629625
  
  To Whom It May Concern:
   
  *****************. (T-Mobile) is in receipt of your correspondence dated July 21, 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 to this matter.  In reviewing this matter, the customers concerns are pertaining to their services. 
  
  After a thorough review T-Mobile confirmed that the customer reported issues with their services not working properly.  T-Mobile engaged our Engineering team to investigate the matter, and concluded that coverage is limited at the address experiencing concerns.  As such, the customer attempted to port to another service provider, however, this transaction was not finalized, and the number remains active with T-Mobile. Since the port-out request has been cancelled, our records show our customer has reported concerns with their service, and were referred to a store for hands-on assistance. 
  
  T-Mobile would like the opportunity to speak with the customer and work toward an amicable resolution.  We respectfully request the customer contact our office at the number provided during 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:07/19/2025

  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 originally had a 6 line family plan with Tmobile. I canceled the "**********" line February 2023. On November 29, 2024 I moved my remaining 5 lines to **** and canceled T-Mobile. In February of 2024 I received a bill for over $300.00 my March it was $429.00. I called in to tmobile february 2025 after receiving a text message from them. I was told I owed over $300.00 (don't remember exact). I disputed this as I always paid them on time. The *** I had told me my 5 lines were canceled on 11/29/2024. However, a sixth line "************" was still active and my account was billed for a 6 line family plan for december '24, January '25 & part of February '25. After explaining about the 6th line, the *** did research and came back to tell me she was not sure why it stayed active, that she verified there was no activity or connected phone on this line for over 2 years. She stated she was submitting some kind of adjustment request and it would take a few weeks, but i would get a bill for $50.00-$65.00 for a prorate on the 5 lines for a week or two. This bill never arrived and I forgot about it. In april 2025 I got another text from tmobile. I called in and they said I owed $429.00. The *** said they saw notes from the previous *** but could view the dispute and needed to put in a new one. I complied. In May 2025 I started getting calls from collections. I called tmobile again, they said they couldnt see any notes because my account was charged off and I had to deal with the collection agency, I called them and was referred back to tmobile. I put in yet another dispute, again there was no correspondence from tmobile and I am still being billed $429.00, this is affecting my credit score and shows up on my credit ***ort. I want this removed from my credit ***ort and completely dissolved with tmobile, I do not wish to pay them any money as this has created stress and hardship for me and their company never followed up on any dispute.

  Business Response

  Date: 07/28/2025

  July 28, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23623562
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 21, 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 final balance owed after cancellation.
  
  After a thorough review of the account our records confirm the customer transferred five lines of service to another service provider, ultimately leaving their sixth line active.  Please be advised, the arrangement to transfer the lines of service was made directly with the customers new ********************** service provider and not with ******** whose only involvement in this transaction was to cancel the requested lines of service after their new wireless service provider took control of them.  Per T-Mobiles policy, customers remain responsible for all charges incurred through the end of their current billing cycle.  As the account remained active,our customer continued to be billed for the services they subscribed to.
  
  In February of 2025,pursuant to the customers request the remaining line was cancelled and the customer was advised they would receive a final billing statement. It should be noted that ******** has no record that the customer requested to have the remaining line of service cancelled prior to February 2025.  Please note 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.  As such, it is T-Mobiles position that the associated charges are valid and owed.
  
  As the account remained with a past due balance and payment was not remitted and T-Mobiles internal collection efforts were unsuccessful, the account was referred to a third-party collection agency for further collection action.  Please note that once an account is referred to a third-party collection agency, a collection fee may be assessed.
  
  On July 24, 2025, our office spoke to the customer and addressed their concerns.  Additionally,T-Mobile provided the customer with contact information for the collection agency, to discuss payment options.  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:07/19/2025

  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 are over charging and charging more than what I was told...In November I got 2 s24 ******* phones for the to phones they said it would be $186 a month i was like ok ... and the manager said hold on I'll give another phone for free no charge that phone is still inactive even though i tried multiple times to activate it then my bill went from $186 all the sudden to $222 i called customer service multiple ************* couldn't fix it meanwhile they couldn't activate said 3rd line my plan was supposed to be $120 for two lines and a free phone , family plan ...... NOT!!!! I've paid almost $2000 in 9 months for a phone that has yet to work n over payment on said ******** tried to change *************** refused to give me an account number please help

  Business Response

  Date: 07/30/2025

  
  
  July 30, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23623389
  
  To Whom It May Concern:
  
  ******************(T-Mobile) is in receipt of your correspondence dated July 19, 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 an increase in their monthly charges, and number porting process.
  
  The customer activated the account with three voice lines on a multi-line rate plan.  The third voice line is enrolled in a promotion which discounted the line to no cost.  In addition, the customer purchased three handsets on our Equipment Installment Plan (***).  Two of the handsets are enrolled in promotions with Recurring Device Credits (RDCs) that are discounting the *** payments to no cost while maintaining eligibility.  The third device was not enrolled in a promotion to discount the ***.  In mid-February of 2025, the customer spoke with ************* advising the third *** is not getting a discount.  As a result, ************* enrolled the *** into a promotion that discounted the monthly *** via RDCs while maintaining eligibility.  In mid-June of 2025, the customer contacted ************* for their account number.  The account number was provided and instructions to generate a Temporary Port-Out PIN.  A Temporary Port-Out PIN is used by customers who wish to port out from T-Mobile. Temporary Port-Out PINs are a temporary PIN which customers can request via ****************** or T-Life. 
  
  Our office has made multiple attempts to contact the customer to discuss this matter, which has been unsuccessful.  T-Mobile would like the opportunity to speak with the customer, and we request they contact our office directly at the number provided via voicemail and 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,
  
  ******************
  
  
  ****** ******
  Executive Response

• Initial Complaint

  Date:07/18/2025

  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 am submitting this complaint regarding an unresolved billing dispute with T-Mobile and a pattern of poor and misleading customer service.After cancelling my service with T-Mobile, I received a final bill showing a balance of $66. I attempted to call T-Mobile to clarify the charge, only to be told that my account had been transferred to ************************, a debt collection agency. When I contacted the agency, they informed me they no longer had the account.I followed up with T-Mobile again and was instructed to go in person to a store. Upon arrival, I was informed the balance had increased without explanation from $66 to $83. I returned home and called customer service once more. An agent assured me they would work to resolve the issue but instead left me on hold for over 30 minutes and then disconnected the call. They later falsely documented that the call was dropped and that they had attempted to reach mewhich they did not.When I called again, another agent told me the issue could not be fixed. I was transferred back and forth with no solution and had my time completely wasted.T-Mobile sent me a bill for $66, and that is the amount I am willing to pay. I do not agree with the sudden increase or the way this matter has been handled. I am requesting that T-Mobile honor the original amount and provide written confirmation that this matter is resolved.I am requesting your assistance in this matter and hope for a timely resolution.

  Business Response

  Date: 07/29/2025

  July 29, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23621671
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 18, 2025,regarding the account referenced in the above-mentioned file number.
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to an outstanding balance on their cancelled account.
  
  T-Mobile records confirm the customer cancelled their account in June of 2025.  Pursuant to T-Mobile policy, customers are responsible for all charges through the end of their service term. 
  
  As T-Mobiles internal collection efforts were unsuccessful, in July of 2025, the account was referred to an outside collection agency at which time a collection fee was assessed to the account, updating the balance. It is T-Mobiles position that balance is valid and owed.
  
  Regretfully, our office was unable to reach the customer to discuss the specifics of their dispute with T-Mobile.  T-Mobile would like the opportunity to speak with our customer to address their concerns.  We request our customer contact our office directly at the contact 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 Response