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
- 3,705 total complaints in the last 3 years.
- 1,168 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:11/07/2025
Type:Billing 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 turned off autopay so my credit card would not be autocharged on Nov 4th. Three days later on Nov 7th T-Mobile handed me over to a debt collector who is harassing me via txt messages. The only bill owing is the current bill that would have been autocharged on the 4th.Business Response
Date: 11/11/2025
November 11, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 24119843
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated November 7, 2025,regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to their billing.
Our records confirm our customers account was enrolled in AutoPay. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. At a later date, the customer cancelled their AutoPay via online,and the upcoming balance became due.
Please note, T-Mobile provided our customer multiple notices that their account was past due. These notices were provided in the monthly billing statement, through text messages, calls from our *************************** requesting payment and perhaps letters and/or emails. We encourage our customer to monitor their balance in the future by dialing #***# and hitting send from their handset or calling our ************* to prevent service interruption. After further review, our office confirms that the customers account was not sent to a third party collection agency and is still active with T-Mobile.
On November 10, 2025, our office contacted the customer and resolved this 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: 11/25/2025
I think it's resolved - I won't know for sure until upcoming bill.Initial Complaint
Date:11/07/2025
Type:Billing 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.
RECENTLY I DID AN INVESTIGATION ON MY CREDIT REPORT AND FOUND TEMS ON THERE TO BE INACCURATE UNDER 15 U.S. CODE 168 ACCURACY OF REPORT WHENEVER A CONSUMER REPORTING AGENCY PREPARES A CONSUMER REPORT IT SHALL FOLLOW REASONABLE PROCEDURES TO ASSURE MXIMUM POSSIBLE ACCURASY OF THE INFORMATION CONCERNING THE INDIVIDUAL ABOUT WHOM THE REPORT RELATES PLEASE REMOVE THE FOLLOWING TEMS FROM MY CREDIT REPORTBusiness Response
Date: 11/13/2025
November 13, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 24117879
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated November 7, 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 the customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to their account balance and the impact to their credit report.
After a thorough review, the customer had a past due balance on the account ending in 6827 for their May 2022 billing statement, which was due in April 2022, with no record of payment and was charged a late fee. ******** confirmed the customers account was canceled on May 15, ******** to non-payment. The customers billing cycle ran from the 7th of one month to the 6th of the following month. Pursuant to T-Mobile policy, customers are responsible for all charges through the end of their service term.
If a customer has an open Equipment Installment Plan (EIP) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the *** agreement provided at the time of purchase. When the account was canceled,the remaining EIP balance was accelerated and posted to the final billing statement. It is T-Mobile's position that the monthly recurring charges and EIP balance are valid and owed.
As the customers account remained in delinquent status and T-Mobiles internal collection efforts were unsuccessful, which included billing notifications to the billing address of record, and calls, the customers account was assessed a one-time collection fee and was referred to an outside collection agency. Although T-Mobile does not report information directly to any of the credit bureaus, the third-party collection agencies to which accounts are assigned may. The account may be reported to the credit bureau while the balance remains outstanding.
Further review confirmed the customer has a second account with a past due balance, which was due in May 2025, with no record of payment and was charged a late fee. As a result of non-payment, the customers second account was canceled. The customers billing cycle ran from the 11th of one month to the 10th of the following month. T-Mobile considers the balance on this account valid and owed, as well.
T-Mobile would like to speak to the customer to address their concerns and has been provided with our contact information should they have any 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:11/05/2025
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 submitted an order online back in August and was not provided any information about my account. I visited T-Mobile store on ************** and was provided with information on how to transfer my information from my previous carrier. However, I still have a balance in which we are working on paying down. I was led to believe that once add my new phones onto T-Mobile one of my lines would be paid off. The entire con game is not explained to customers, and I feel I should receive the $800 ********** to pay off my own accounts. I was informed I do not qualify because I purchased my own phones. I owe $527 on my **** line for my old number shared with my niece. My issue I never had access to my temporary lines ************ and my other number. I did not know when my bill was due and was given the back and forth treatment. When I called customer service I was told one thing and in person I was given different information. I was left confused. I feel Tmobile should take some accountability in their actions and provide me with they advertised.Business Response
Date: 11/10/2025
November 10, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 24110913
To Whom It May Concern:
******************(T-Mobile) is in receipt of your correspondence dated November 5, 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 our switcher programs.
Our customer activated service in August 2025 with two voice lines and subscribes to our Experience More rate plan. ******** offers switcher programs to assist customers in switching to T-Mobile while they have an open device payment plan or early termination fee with their current provider.
T-Mobile currently offers Keep and Switch, this program reimburses customers for the device payment plans and service contracts when they sign up on our best plans, complete a new voice line activation with eligible port-in, and activate their existing eligible device on T-Mobiles network. Lastly, customers must visit ******************************** within 30 days of activation to submit for reimbursement. Regrettably, T-Mobile records do not indicate a submission was submitted for our customer and as a result a reimbursement did not occur.
Regrettably, our office has been unable to reach our customer regarding this matter. Should our customer wish to discuss this matter further, they may contact our office at the contact information provided with 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:11/05/2025
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.
Ive been charged for two lines as I was paying off a iPhone 13 but I only have one phoneBusiness Response
Date: 11/11/2025
November 11, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 24110234
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated November 5, 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 billing.
After thorough review,T-Mobile records reflect our customer activated the account in May 2024, along with a device purchase under our Equipment Installment Plan (***). If a customer has an open *** and the account is canceled, any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the *** agreement provided at the time of purchase. The account had one voice line of service subscribed to a single-line rate plan.
On August 1, 2025, a new Home Internet line was activated and qualified for a discount that reduced the monthly cost of the plan. However, on August 21, 2025, the Home Internet line was cancelled at our customers request. Later, on August 25, 2025, the voice line of service was cancelled after it was ported out to another service provider, which cancelled the account in its entirety. As a result of the cancellation, the remaining *** balance of the device purchased on our *** was accelerated to the final billing statement. The final balance on the account consists of unpaid *** charges, prorated monthly recurring charges, and applicable taxes and fees.
Our office would like the opportunity to speak with the customer and work towards an amicable resolution. Should they wish to discuss their concerns, they may contact our office directly 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:11/03/2025
Type:Billing 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 10/5/25 I transferred my mobile service from T-Mobile to another carrier. After initiating the switch I attempted to obtain my account transfer PIN and have T-Mobile release my numbers. Multiple online chat & phone attempts failed. Representatives insisted I could only verify my identity and obtain the PIN in person at a T-Mobile store, leaving me unable to access billing details or verify my account digitally. I visited the store in ***********, **, was checked in by *****. I explained that customer support had directed me to visit in person but she told me to call customer service again and mentioned a one-hour wait. Less than an hour later another employee ***** approached & said he was told I needed a Spanish speaking representative, though I had only spoken English to them. I clarified & explained I only needed to verify my identity to close my account. ***** offered to help but ***** repeatedly interrupted & insisted I call customer service. During my visit, I also tried to correct outdated account information which they said they were unable to. Since I had lost access to both the T-Mobile app and my old email, I asked that my final bill be mailed to my physical address.On 10/15/25 T-Mobile withdrew funds from my bank account despite my account being closed. I contacted my bank, which reversed the charge. I called again to request a copy of my final bill, but representatives said no one could access or email it and told me again to visit a retail store. On 11/3/25 I received a debt collection text from Southwest Credit about the balance to T-Mobile. This was the first and only notice I received. The referral to collections occurred despite my good-faith efforts to resolve the issue. I request that T-Mobile remove my account from collections while this matter is under review, provide a mailed copy of my final bill detailing and issue written confirmation that my account is closed.Business Response
Date: 11/07/2025
November 7, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 24102394
To Whom It May Concern:
T-Mobile USA,Inc. (T-Mobile) is in receipt of your correspondence dated November 3, 2025,regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to their account verification and final bill.
******** takes account security seriously and is committed to enhancing the protection of our customers' accounts. As part of this commitment, beginning March ******, T-Mobile implemented Two-Factor Authentication (2FA) for postpaid account verification. This security measure requires customers to verify their identity using two distinct factors, which may include the account PIN/passcode and a one-time PIN sent to their device. If a customer is unable to receive the one-time PIN, they must visit a T-Mobile retail location with a government-issued ID to verify their account before access can be granted.
Our customers account was billed by a system known as bill current. This means charges for their rate plan were billed in advance of the service being provided and became due within that billing cycle. Our customers account was enrolled in AutoPay. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. In addition, as our customer was enrolled in paperless billing, they could view their statements anytime through the T-Life App or ************. Please note, when an account is cancelled, Paperless Billing is cancelled, and any future billing statements are sent to the billing address on file.
Our review confirms that the customer cancelled their account mid-cycle. Pursuant to T-Mobile policy, customers are responsible for all charges through the end of their service term. Accordingly, the account was billed through the end of the billing cycle, and payment for the balance was remitted via Autopay. The customers payment was later returned to T-Mobile as unpaid by the financial instruction, the amount was charged back to the account and a returned payment fee was assessed.
As the account reflected an outstanding balance, it was placed in our pre-collection process. While in pre-collection, T-Mobile partners with a third-party collection agency to contact customers in an attempt to collect payment. However, while acting in a pre-collection capacity, the third-party collection agency does not report the account negatively to the credit bureaus.
On November 6, 2025, our office contacted our customer and we were able to reach an amicable resolution. Furthermore,we provided them with our contact information should they have any additional questions regarding this matter. T-Mobile regrets any inconvenience to 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:10/31/2025
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.
When I joined T-Mobile earlier this year, one of the motivating factors of switching over to T-Mobile Was the promise of two free phones from the sales person. I soon realized that the two phones were not free at all. To make a long story short T-Mobile flat out lied to me concerning the phones.On 10/31/25 tried contacting customer service to discuss this matter; however customer service there is a complete joke. Spoke to three different women, none of them was able to assist me with this matter. They were good at blurting out what they can't help me with; but not good at all in actually helping.Business Response
Date: 11/06/2025
November 6,2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 24091523
To Whom It May Concern:
******************(T-Mobile) is in receipt of your correspondence dated October 31, 2025,regarding the account referenced in the above-mentioned file number. Please be advised we have made attempts to contact our customer via phone and email,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 promotion offers.
T-Mobile records confirm that the customer activated their account in August of 2024. At the time of activation, they purchased two ******* handsets using our Equipment Installment Plan (***) and agreed to 24 monthly installments. The **** are enrolled in a promotion which provides monthly Recurring Device Credits (RDC) reducing the *** installments to no cost while maintaining eligibility.
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 ResponseInitial Complaint
Date:10/31/2025
Type:Product 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 paid ***** for a cell phone, when I received the item, the screen was broken off the phone. I called to ask for a replacement and I was told to send them another *****. Why should I have to pay for another, when the one I received could never be used?Business Response
Date: 11/04/2025
November 4, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
************************
Re: Your File No. 24084572
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 October 31, 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 a device order that received damage.
After a thorough review T-Mobile confirmed the device was shipped from our warehouse, ANS. We recommend the customer reach out to ANS to advise of the device status and replacement device options. The customer can contact ANS at ************** from Monday through Friday at 9:30 AM EST to 5:30 PM EST.
T-Mobile contacted the customer on November 4, 2025, and addressed their concerns regarding their device. Additionally, we provided them with our contact information should they have any additional questions regarding this matter.
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:10/30/2025
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.
I am Russells daughter,****** ***, as he is 89 years old and has Alzheimers disease. He has given T-Mobile the onto authorize me on his account (each time we have talked to them). He was scammed by someone claiming to be ************ and gave them his debit card number. He recieved an iPad from t-mobile a few days later and that evening we got a call from someone claiming to be T-Mobile saying they would come pick up the iPad. I told them no- that we would call ********* which we did. After them having to prove who dad was with a selfie and a copy of the front and back of his drivers license- they finally told me how to send it back. I did send it back the very next day and after a week or so, I got an email stating they recieved it and the charges would be taken off of his account. We have never done business with t-mobile- I told them to cancel his account. I received a phone call a week or so later saying that the account was closed and he wouldnt be billed. And then we got another bill that was dated after the date they said it was all taken care of. Everytime I talk to someone they say they are turning it over to their fraud department. I called today and this *** **** said he was going to follow up with fraud. I have probably spent 24 hours on the phone or waiting for return phone calls- this is so ridiculous! With the scam, we also had two other charges on our checking account so we have cancelled that card. We have been threatened to turn it over to their fraud department collection agency. This has been a nightmare!!Business Response
Date: 11/10/2025
November 10, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 24086689
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated October 30, 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. T-Mobile has completed its investigation of this matter and determined the allegation of fraud was substantiated. Therefore, the customer has been absolved of all financial responsibility for this account.
Our office contacted the customer on November 7, 2025, and addressed their concerns. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
*****************
***** *****
Executive ResponseCustomer Answer
Date: 11/16/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********.
I have heard from T-mobile and they have assured me this matter has been taken care of. As of now, I am satisfied with this resolution.
Sincerely,
******* ********Initial Complaint
Date:10/28/2025
Type:Billing 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.
T-Mobile charged me incorrectly on my bill. They never gave me the promotions or discounts that drew me into switching cellular service. They told me they would reimburse me and credit my acct for several months that I am owed back. They ensured me that I would not have another auto payment until my credit was used completely. But this month they auto drafted me again. I have tried calling them, emailing the manger, texting the store manager and no one will take my call or reply to my emails or texts. Now I am out of $1500!! What can I do about this? Who can I call to get my money back? Is there a lawyer who handles these kinds of cases?Business Response
Date: 11/03/2025
November 3, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 24076242
To Whom It May Concern:
T-Mobile ********. (T-Mobile) is in receipt of your correspondence dated October 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 pertaining to being billed incorrectly and not receiving promotions.
T-Mobile records reflect the customer opened multiple lines and Equipment Installment Plans. Due to an inadvertent error, these lines were being billed as individual rather than shared on the plan that was chosen. This subsequently also caused the promotions for the devices purchased to be ineligible. The customers bill was incorrect for a total of five months. Prior to our office speaking with the customer, our ************* was able to update the billing and promotions to reflect correctly on the account.
Our office was able to speak with the customer and apprise them of the above information. To amicably resolve this matter, an adjustment was placed on the customers account. 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:10/26/2025
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 never wanted paperless billing. One of the employees signed me up for it. I have asked for several months to receive my paper bill. Each time I call they say that I will get my paper bill. Each month I wait,and each month it's the same I never get the paper bill. They put in a ticket or message for someone to look into the issue. It came that it was resolved. However I'm still not receiving my paper bill. I have been into two of the locations and told them to take me off paperless billing. They charge me for paperless billing so I should be getting my bill.Business Response
Date: 11/06/2025
November 6, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 24065391
To Whom It May Concern:
******************(T-Mobile) is in receipt of your correspondence dated October 26, 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 requests to receive paper billing statements.
Upon review, the account referenced has since been cancelled and is currently in collections with an ************************* (***). As a result, we are unable to make any changes to billing preferences or further process requests for paper billing statements.
On November 6, 2025,T-Mobile contacted our customer and advised them on the above-referenced information. Please note our customer confirmed their issues are not related to a T-Mobile account and with another company. As such no changes have been made to the account.
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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