Business Profile

Mobile Phone Service

Sprint Now Part of T-Mobile

Headquarters

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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

4,181 total complaints in the last 3 years.
1,261 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/10/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to three T-Mobile stores to pay my monthly bill five months in advance, like I always have. I was told that their stores did not accept payments. My bill became past due for one month ($20 owed, for payment from June 27-July 27). I went back to a T-Mobile store and was told that they couldn't accept the $20 without an additional $57 payment. Initially I was told this amount was to turn the service back on. I told them I didn't want the service turned back on. I got a letter from a collections agency stating that I owed $78+ and I was told that it was turned back over to T-Mobile. They told me I needed to go to another T-Mobile store. When I went to the store, the girl took my $20 payment, which paid them in full, and now I've received another letter from the collections agency with the $20 payment subtracted, and they say I still owe $57, which makes no sense and which I do not understand.
Business Response
Date: 09/18/2025
September 18, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23864249

To Whom It May Concern:

T-Mobile USA, Inc.(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 has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to being unable to make a payment at various store locations, which ultimately led to their account becoming past due and cancelled and being contacted by a collection agency.

Upon review of our records,we confirm that in August 2025 the customer's account was suspended for non-payment. While our records do show that a partial payment was made, it did not fulfill the full balance due. As a result, services were not restored, and the account was subsequently cancelled for non-payment in accordance with our policy.

As the account remained cancelled with a balance owed, the account was placed in our pre-collection process. Please note that T-Mobile partners with third-party collection agencies to assist in collecting on past due balances. Although they are a third-party debt collector, in this capacity as a pre-collection agency, they did not report this delinquency to any credit bureaus.

Records confirm that the customer spoke with our ************* team and was provided a thorough explanation of the payment process, including acceptable payment methods and payment channels.

On September 11, 2025, our office spoken with the customer and addressed their account concerns. ********** reached an amicable resolution with the customer. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

***** *****
Executive Response
Customer Answer
Date: 09/23/2025

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,

***** Jean *****
Initial Complaint
Date:09/09/2025
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.
See the series of events for my account at ********** T-Mobile authorised dealer at *********************************************************, visited to set up a new service for 4 lines- 2 ported from **** prepaid and 2 new connections. ( 2nd week of May 2025)* New *** cards purchased on the same date, but the store representative was not able to provide a plan with deals for ported prepaid **** numbers.* The store representative used one of the *** cards in his phone to try to set up an online account for me and check if any online plans are available.* No desired plans were found. He removed the *** and refunded me for the purchase transaction of the *** cards and assured me that the *** cards would be discarded.* June 2025- got an email for a bill on the account, which I ignored, considering there is a glitch in the system and it would automatically update to zero balance in the future as the account is closed and no dues remaining.* July 2025 - Got a letter that the payment has been transferred to a collection agency.* 10 July 2025- Reached out to customer service and explained the whole situation, and they said they will look into the matter and talk to the authorised dealer where the transaction was made.* August 21, 2025- Got calls from a new collection agency stating a bill of approx 349$ needs to be paid, which is fraud as I don't have the service with T-Mobile and the account was closed in May 2025.* August 21, 2025 - Reached out to customer service, and they transferred the call to a billing manager. He logged in the complaint and told me that I will receive a call from the Fraud team at 3 PM the same day, and they would be able to give credit for the charges and completely close the account with no dues. The Case number for the same is ******** * August 22, 2025- called customer service again, no resolution. **** is still pending.September 6 and 9- visited the stores for help
Business Response
Date: 09/17/2025
September 17, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23863263

To Whom It May Concern:

T-Mobile USA, Inc.(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 has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customersconcerns are pertaining to an account balance.

After a thorough review,T-Mobile confirmed that the customer activated an account in early May of 2025,and returned the purchased SIM cards the same day. However, the account was not cancelled. The next day a billing statement was issued. The account was billed by a system known as bill current. This means charges for the rate plan were billed in advance of the service being provided and became due within that billing cycle. In early June of 2025, a second billing statement was issued, and the account was suspended due to non-payment. Furthermore,the account was cancelled in late June of 2025, due to non-payment.

A third billing statement was issued with prorated credit in early July of 2025. As T-Mobiles internal collection efforts were unsuccessful, the account was referred to an outside collection agency. In late August of 2025, the customer contacted ************* disputing the balance, prompting an investigation. It was concluded that the balance was not owed and a one-time credit was issued to the account, which resulted in a zero balance. Additionally, T-Mobile removed the account from third-party collections and requested that the collection agency delete any negative information reported to the credit bureaus regarding this debt. Please note it may take up to 90 days for the customers credit report to reflect the change.

T-Mobile contacted the customer on September 11, 2025, and advised them of the above information. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

****** ******
Executive Response
Customer Answer
Date: 09/17/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am waiting for the collections agency to remove the debt. I was told by ******** (******) that I may take upto 90 days.

Sincerely,

******** ********
Initial Complaint
Date:09/09/2025
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.
Switched from **** to TMobile in June. At time was told that TMobile would pay balance of husband phone $249 to **** and we would get a statement. We also was told we were entitled to $200 each gift card promotion. Got statement from **** and it was never paid. Called ******** and they said the rebate was suppose to be used by us to pay **** for phone. First of all my husband phone was a payoff of 249 so how could his rebate pay the phone off. The store lied to us and said nothing about applying the rebate to the phone payoff. Secondly store ope d our acct as business acct. I asked why they said better promotions. After call Tmobile with not paying phone they advised me that I should have been personal acct for 65 yr old and it would be 30 cheaper? I called ******** so many times and they said they would resolve it but just played me along on phones and end result they are not paying off my husband phone. They have deceptive practices and store lied to us to get the business. They never mentioned any connect to rebates? How many other customers do they lie and deceive? I have spent hrs on phone with **** who say they will investigate and call me back. This is very frustrating and deceptive practices by this *** I regret leaving to go to ********.
Business Response
Date: 09/17/2025
September 17, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23862315

To Whom It May Concern:

T-Mobile USA, Inc.(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 has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to their Keep and Switch submission as well as a port-in promotion.

The Keep and Switch promotional offer allows customers to switch to T-Mobile by reimbursing customers for the device payment plans and service contracts, up to $800.00 per line, 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. Please be advised that customers are to submit for the promotion within 30 days of T-Mobile activation, online at *********************** with the necessary device financing details.

After a thorough review of the account, T-Mobile confirmed our customer qualified for a new device promotion as well as a port rebate promotion; however, those promotions are not stackable with Keep and Switch.

On September *******, our office spoke with our customer and resolved this concern to their satisfaction. Additionally, we provided our customer with our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

**** *****
Executive Response
Customer Answer
Date: 09/17/2025

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,

**** Lou ********
Initial Complaint
Date:09/09/2025
Type:Order 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 claim to be a free service and tell you if you don't use their service they will cut off the line. They purposely keep your line off claiming tower issues. If you call them they get irritated very quickly and are very rude. There is no supervisor to complain to when you request 1. I believe it is a scam and they are collecting money from the government under the guide of a government program. Please investigate them I wish I recorded them but I didn't think I would need to.
Business Response
Date: 09/22/2025

September 22, 2025

FILED ELECTRONICALLY

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

Re: Your File No. 23856510

To Whom It May Concern:

Assurance Wireless is a brand operated under ****************** (T-Mobile). As such, T-Mobile provides a response on behalf of Assurance Wireless. T-Mobile and Assurance Wireless may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated September 9, 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. In reviewing this matter, our customers concerns pertain to issues with inactivity on their Assurance Wireless account. T-Mobile investigated these concerns accordingly.

Please be advised,******** customers must have activity every 30 days to remain eligible for the program. Sending a text message will not count as activity; however, receiving a text message, using data, and checking the account balance counts as activity. Customers will receive a letter after 30 consecutive days of inactivity warning they only have 15 days to use their phone. If the phone is not used within that 15-day warning period, the customers **************** is canceled, accounts are moved to a pay-as-you-go price plan, and customers are required to reapply.

Our records show our customer requested a Temporary Port-Out PIN (TPOP) for porting their number to a new provider shortly after time of activation, but that this number was not used before expiration within 7-days of generation, and no port out request was completed. 20 days following activation,our customer was sent a notification indicating they had not used the service and encouraging them to make use of Assurance Wireless service to avoid being disconnected. Please note, text message usage has been recorded since this message, and the account is currently active with full service available.

Should our customer have any concerns regarding the use of their **************** with Assurance Wireless,we invite them to contact our ************* at the number listed below for further assistance. T-Mobile regrets any inconvenience to our customer.

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 7:00 a.m. 10:00 p.m. CST.

Very truly yours,

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

******* *****
Executive Response
Initial Complaint
Date:09/09/2025
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.
Scam Shield will not work correctly on my account. I've asked them to reinstate the Scam Shield software on the ****** Play store. Instead, they rely on their T-Life software which is actually an advertising platform to serve *********** coupons rather than allow me to access my entire account. ******** is most interested in selling advertising impressions to their customers in an app that is non-functional for account information.
Business Response
Date: 09/10/2025
ac

September 10, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23858799

To Whom It May Concern:

T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated September 8, 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 integration of our Scam Shield application into our T-Life application.

After a thorough review T-Mobile confirmed our customer is subscribed to our optional Scam Shield Premium feature which now resides in our T-Life application. It is important to note that the experience for our T-Mobile for Business customers in T-Life is different from consumer accounts and we are working to address this to bring parity to the customer experience. As we continue to work to improve the T-Life experience and enable appropriate features for our T-Mobile for Business customers we encourage users to continue utilizing the Account Hub for their account management needs.

T-Mobile contacted the customer on September 10, 2025, and addressed their concerns and accepted their feedback in which we may utilize in the future. 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:09/08/2025
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 reached out to have the 423 line removed from the account and was told that it could not be removed because it was part of a family plan so I asked for the line to be on a seasonal suspension. I have continued to pay for a line that is not being used on the account and I have also paid for a device due no one telling me that the warranty device had to be returned. I was told on today by a supervisor that no notes have ever being placed on the account about me wanting to cancel the line and that he has read all the notes on the account. I chatted with a *** who informed me that they were going to cancel the line,issue a credit and return a callback to me by the 30th of the month. I never got a phone call and the line was just removed from the account today. The supervisor disconnected the account because I asked what was the first note that has ever been placed on the account if you have read all of the notes that has ever been placed on the account. I still have questions that I want answers to and your customer service ***resentative nor management team has made this happen either time that I have called in with questions regarding this issue.
Business Response
Date: 09/18/2025
September 18, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23857601

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated September 8, 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 customer concerns are pertaining to their request to cancel a line on their account and billing concerns.

After a thorough review T-Mobile confirmed that our customer activated their account with three voice lines and one tablet line. In November of 2024, at the request of our customer a warranty exchange handset order was completed for one of their lines on their account. Please be advised in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment to avoid being charged a non-return fee. Our records indicate we did not receive the non-working equipment, and in January of 2025, a non-return fee was assessed to their account, which was applied to their February of 2025, billing statement. It is important to note that we were unable to substantiate or locate a request to cancel any lines on our customersaccount until September of 2025, which at the request of our customer the said line was cancelled at their request.

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 our customers recent contact with our ************* Team.

Between the dates of September 12, 2025, through September 16, 2025, we spoke with our customer via email, and we advised their account is being billed correctly with no T-Mobile billing error. 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:09/08/2025
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 been trying to get Assurance Wireless to send me my free phone for several weeks. I have called at least 75 times and have been told something different every time. I have reapplied and still haven't been able to get this issue resolved.
Business Response
Date: 09/17/2025

September 17, 2025

FILED ELECTRONICALLY

Better Business Bureau
****************************
Boise, ID *****

Re: Your File No. 23854718

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 8, 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.

The account was activated in July of 2014. 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.

In August of 2025 T-Mobile received a notification from the National Verifier that our customers Lifeline benefit was transferred to a new provider, and accordingly upon receipt of this notification, the Lifeline benefit was disenrolled with Assurance Wireless. It is important to note that Assurance Wireless is unable to retain a Lifeline benefit upon receiving this notification, as the benefit is transferable per the Lifeline program requirements.

Please note, our customer resides in a state that requires verification for eligibility to be completed through the National Verifier prior to applying for Lifeline services. In order to resolve this matter, our customer must reapply for service. To begin the application process our customer has to visit *********************************************************; Once they receive approval from the National Verifier, they can return to the Assurance Wireless website, select ENROLL NOW and fill out the application for service with Assurance Wireless.

T-Mobile has reviewed the account and confirmed the mobile number was canceled on September 13, 2025. Should our customer have any concerns regarding this matter, they can contact ************* 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,

T-MOBILE USA, INC.

******* *****
Executive Response
Initial Complaint
Date:09/08/2025
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 9/5/2025 I contacted tmobile to inquire on "if" i were to take my att phone line and add it to my current tmobile plan how much would it be. At that time the young lady looked at my account said that I would not have to change my plan that I could keep the same plan and that the 3rd line would be free and also by me transfering my phone from att to tmobile that tmobile would reimburse me for half of the phone but it had to be paid off. At that time I advised the *** if my bill is going to remain the same and all i would have to pay was the ***** for the warranty then I would do the transfer. at that time i went into my att account and paid my phone balance off of $699 and advised the tmobile agent that it had been done. Once everything was completed I asked the agent one last time if she could give me a breakdown of what my tmobile monthly bill would look like at that time the agent ended the call without giving me any information and never returned the call. I contact an agent through chat and advise what had happened and the chat agent advised me that my plan was changed. I never approved my plan to be changed and if I would have been told that my plan would increase by me adding a 3rd line than I would of kept my line at att. Later that day the original phone ***resentative contacted me and told me that she had to change my plan in order to get the 3rd line on I advised that I did not authorize that and due to that it is going to cause me a hardship because now i am paying almost double what I was paying before and I did not authorize that. That should have been disclosed to me before any changes have been made. At this time I am requesting that what the original *** told me is honored. Meaning that I keep my old plan with the 3rd line free and reimbursement of phone.
Business Response
Date: 09/16/2025

September 16, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23853879

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated September 8, 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 our customers concerns pertain to their billed charges after a new line of service was activated.

T-Mobile records confirm that an additional line of service was recently added to our customers account, at which time a mobile number was transferred to T-Mobile from another service provider. As the rate plan the existing lines of service were subscribed to only supported two lines, the rate plan was changed to a rate plan that could accommodate three lines. Please note, this rate plan was billed at a higher monthly cost.

At the time of the activation of the new line, T-Mobile offered several promotions, including some where customers could receive a third line free via monthly bill credits, provided the eligibility requirements were met and maintained. Regrettably, the account did not meet the criteria for the third line free promotion; therefore, the new line of service was not enrolled in the offer. However, T-Mobile confirmed that the account qualified for a promotion which provides reimbursement for any remaining handset balance owed to their previous provider, as long as the eligibility requirements are met.

T-Mobile contacted the customer on September 10, 2025, and advised them of the above information. T-Mobile is pleased to report we reached an amicable resolution to the customers concerns. 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: 09/17/2025

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:09/08/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint against ******** regarding deceptive promotional practices and financial harm.I have been a loyal T-Mobile customer for over four years, maintaining a family plan and referring at least ten other customers. My account has always been in good standing. I travel abroad approximately six months per year for business, and for four years I was always able to unlock my phones while still receiving promotional credits. This functionality is essential for me to use local eSIMs for banking, transportation, and communication while overseas.When I recently upgraded to an iPhone 16 Pro Max, I traded in my iPhone 14 Pro Max and accepted promotional monthly credits. At no time during the sales process was I informed that T-Mobiles unlock policy had changed. Only after I was abroad did I discover my new phone could not be unlocked unless I paid it off in full. Worse, I was told that if I paid it off, I would lose all promotional credits and receive no compensation for the iPhone 14 Pro Max I had already surrendered. This constitutes promotional deception and effectively taking my previous phone with no value givenessentially theft.I am requesting regulatory assistance to require T-Mobile to provide a fair resolution: either unlock my device while allowing me to keep my promotional credits and monthly payment plan, or provide equivalent market credit for my iPhone 14 Pro Max if I pay off the device. T-Mobiles current stance is unfair, deceptive, and harmful to consumers.
Business Response
Date: 09/17/2025
September 17, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23853147

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated September 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 a promotion and Mobile Device Unlock request.

In reviewing the account, we were unable to substantiate any error on T-Mobiles part. The customer took advantage of an Equipment Installment Plan (***) in June of 2025, in order to receive a device promotion. The device promotion was enrolled accurately and set to provide Recurring Device Credits (RDC) each month provided the customer maintain eligibility throughout the *** term. In July and September of 2025, the customer contacted T-Mobile requesting a Mobile Device Unlock; however, this was unable to be provided as the device had not been paid in full.

On September 10, 2025, T-Mobile contacted the customer to address their concerns, and on September 12, 2025, we 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

Customer Answer
Date: 09/23/2025

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. The T-Mobile representative contacted me promptly and provided timely replies, which helped bring this matter to a quick resolution. This was essential for me, as I am traveling internationally and need access to my overseas bank accounts, payment systems, and transportation apps.

While the final resolution was not what I had hoped for or expected, I could not afford further delays to my essential services and therefore accepted a compromise solution.

Given my situation and history with T-Mobile, I believe a one-time exception to the new locked-phone policy would have been both fair and reasonable. This exception would not have had any financial or operational impact on T-Mobile, but it would have honored the policy I had consistently experienced over my four years as a customer. Unfortunately, I was the one who had to compromise, resulting in a loss of $163 in promotional benefits and the convenience of a monthly payment plan. I would have expected T-Mobile to recognize its responsibility in this case and agree to my proposed solution, which carried no downside for either party.

That said, I acknowledge that the agreed compromise is not the worst outcome, and I am grateful it was implemented quickly. I will remain a T-Mobile customer, but executive management should understand that my loyalty has been affected. I will no longer recommend T-Mobile as I once did, and when it comes time for my next upgrade, I will not hesitate to switch providers if a better offer is available. I did not expect at an executive level for T-Mobile to disappoint me like this. I dont believe this was the best business solution for T-Mobile.

I want to emphasize, however, that I commend and thank the T-Mobile representative who worked with me. Within the limits of her authority, she acted professionally, amicably, and efficiently, and ensured I had a workable solution.

Bottom line: From my side, this case is resolved and considered closed.

Sincerely,

**** ********
Initial Complaint
Date:09/07/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am unable to send text on my phone. I can talk and receive text, but I cannot send text. I try to contact customer service and I get someone in **** who I cannot understand. I demand that my phone be fixed. If not, I will take my complaint to the ***.
Business Response
Date: 09/16/2025

September 16, 2025

FILED ELECTRONICALLY

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

Re:      Your File Number: 23850714

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated September 8, 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 unable to send text messages.

We reviewed the account and found our customer called regarding text message issues, and troubleshooting was completed. Afterward, a ************* supervisor attempted to follow up to confirm the messages were working properly but was unable to reach the customer for confirmation. Upon review of the account, we confirmed that text messages were both sent and received on the day in question from both lines. At this time, service is working as expected.

On September *******, our office connected with our customer and confirmed that their text message concerns had been resolved, with no further questions regarding this matter. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

**** ******
Executive Response
Customer Answer
Date: 09/16/2025

Complaint: 23850714

I am rejecting this response because:
My messaging service is still not working. **** ****** told me that I was blocked for sending spam. I have no motivation to send spam to anyone. I demand that my service be restored.

Sincerely,

****** *******
Business Response
Date: 09/18/2025
September 18, 2025

FILED ELECTRONICALLY

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

            Re:      ****** *******
                        Your File No. 23850714
                        T-Mobile Account No. *********

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated September 17, 2025,regarding the above-referenced account.

T-Mobile regrets any ****** ******* has experienced regarding their text messaging service and we appreciate the opportunity to respond. Unfortunately, ******** is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability.

Furthermore, T-Mobile uses filters to monitor and block spam messages from entering our network and reaching our customers. ******** is actively working to provide our customers with the best protection against spam messages, and we are regularly looking for additional ways to improve. If our customers receive a spam message, we encourage them to contact our ************* team, so we can update our systems in a timely manner to prevent additional customers from receiving similar messages. Please be advised, it is against T-Mobiles Terms and Conditions for customers to send unsolicited SMS messages (from any account type) and doing so may lead to SMS blocking and/or termination of service.

On September ******, ****** ******* contacted ************* regarding text messaging issues they were experiencing. ************* advised ****** ******* that there was an outage in the area that was impacting text message services. On September *******, our office contacted ****** ******* and they advised our office that text message was working, and they had no further concerns. However, on September *******, ****** ******* contacted our office and indicated that they were experiencing issues sending text messages. Subsequently, our office filed a ticket to have this issue investigated. Furthermore, we applied a courtesy credit of $20.00 updating the account balance to $54.49. Additionally, upon completion the ticket, our engineering team indicated that the line ending in 5863 had been blocked for ten days due to the number being reported as sending spam messages.

On September 17, 2025, our office engaged our engineering team and they indicated that they removed the text messages block before the ten day period as a courtesy. However, they advised our office that this exception cannot be granted again if the number is flagged for sending spam in the future. In addition, our engineering team determined there was network congestion in ****** Pilgrims area that may impact outgoing text messages.

Our office contacted ****** ******* on September 17, 2025, and we explained the information in the preceding paragraph. Additionally, as a courtesy, our office applied a credit of $54.49,updating the account balance to zero. Should ****** ******* have any further questions or concerns regarding this matter, they may contact our office at the number listed below.

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

Thank you for bringing this matter to our attention. Should you have any further questions,please feel free to contact me at ************.

Very truly yours,

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

**** ******
Executive Response
Customer Answer
Date: 09/18/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, if I experience this issue again, I will be filing another complaint. I never sent spam to anyone and I don't appreciate being falsely accused. I want a response from ******** stating that they have no definitive proof that I ever sent spam.

Sincerely,

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

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