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

3,860 total complaints in the last 3 years.
1,263 complaints closed in the last 12 months.

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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:06/20/2025
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 had to go into a store because we were charged $104 for a full billing cycle when the account was canceled 5 days into the billing cycle. When I requested a breakdown of exactly what those charges were for, the amount due was only $14 and change.The audacity of a company to take $90 extra dollars is astounding. To add insult to injury, when I requested a receipt of the transaction be emailed to me, I was told that they could not because there was no email on file, and that since the account was closed, there was no phone number to send the information to.According to Consumer Protections, I am entitled to a receipt, I am entitled to a written document stating the amount of the remittance, the date, and confirmation that our account has been cancelled, which I was denied. When I requested to speak with someone regarding this issue, I was informed that I needed to write a physical letter sent through **** to a P.O. ******************, **, in order to receive a call back from someone. This is an outrageous response to my request for a receipt of the transaction. I was an account holder for 18 years, and this is the response that I get for my nearly 2 decades of customer loyalty.I had to take time off from work to deal with this issue. I make $25 an hour, and I spent an hour in the store plus the travel time, time I spent on the phone with agents in the past. How does T-Mobile think their time is worth more than mine? They are putting the burden on me to have a satisfactory resolution by expending more of my valuable time to write these reviews, send a written complaint, etc. I do not recommend ******** as a company anymore as the quality of their customer service has obviously gone down. They are no longer the best-rated customer service in the nation for 10 years running.
Customer Answer
Date: 06/27/2025
For a resolution I would like T-Mobile to address in writing why they failed to provide me with a receipt for the refund owed, an explanation for why the money was able to be charged to an expired debit card but the refund has not, or perhaps could not be returned, and how the mistake was made to begin with. I was told the refund would be processed within 24 hours but because of their inability to provide me with any paperwork, I have no way to follow up on the fact that we still have not received the refund. I would also like the account to be reviewed and an explanation for how the account was charged over $100 when he amount due was actually only $14. And lastly I would like an explanation regarding the ***** period for account cancellation. My understanding is the customer has 4 days from the beginning of the billing cycle to cancel without being charged. We were within that timeframe yet the agent on the phone said it was 5 days, which seems like a convenient way to justify charging the account. If it turns out the cancellation was in fact within the ***** period as I believe it to be, I would like the full amount refunded including the prorated amount.
The names on the account were ********* ******* and **** Staciwo and the phone number in question was *****************
Business Response
Date: 07/09/2025

July 9, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23495328

To Whom It May Concern:

T-Mobile ********. (T-Mobile) is in receipt of your correspondence dated June 19, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer had regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to their final T-Mobile billing statement.

T-Mobile records confirm our customer canceled their account on May 2, 2025, when they ported their mobile number to another service provider. Pursuant to T-Mobiles Terms and Conditions, customers are responsible for all charges through the end of their service term. Accordingly, our customer was billed through the end of their billing cycle.

On July 3, 2025, our office contacted the customer to advise them of the above and reached 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:06/19/2025
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 have called every month Since December ****************************************** by Tmobile claiming I still have a phone that was not returned. Every single call, the customer service *** I spoke with agreed that they do in fact have the returned phone in their possession, but it has not been processed by their warehouse. I just received a letter from a collection agency after I was told for the last 6 months that T-mobile would resolve this issue, and after acknowledging several times that I was correct and in fact do not have any outstanding phones or dollars owed to T-Mobile. Now that this has been sent to collections and will be impacting my credit, IMMEDIATE rectification of this matter by T-Mobile is being demanded. Otherwise, I will pursue damages in Small Claims Court to settle this matter.
Business Response
Date: 07/01/2025
July 1, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23490699

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 19, 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 billing.

Our records show that in early December 2024, a replacement handset was ordered for the customers non-working handset. Please be advised in each replacement box, a set of instructions is provided to inform the customers how to return their non-working equipment to avoid being charged a non-return fee. In late December 2024, the customer cancelled service when they ported both of their lines out to another service provider.

The final billing statement dated January 2025, generated, and the customer paid this balance leaving the account with a zero balance. However,our records indicate that we did not receive the non-working equipment. As such, the customer was charged a non-return fee and applicable taxes. A revised final billing statement in February 2025, generated that consisted of the non-return fee plus taxes and fees.

As this balance went unpaid,in early June 2025, the account was referred to a third-party collection agency and the account was assessed a collection fee. In Late June 2025, T-Mobile brought the account to a zero balance. Additionally, T-Mobile removed the account from third-party collections and requested the collection agency to 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.

On June 24, 2025, our office contacted the customer and advised them of the above. 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:06/18/2025
Type:Billing 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.
Had an account with **********************; however, Sprint sold all accounts to T-Mobile and no contract was made with T-Mobile. T-Mobile stopped honoring Sprint rates so canceled service May 15, 2025 due to up charges and inability to contact T-Mobile by or through their APP. June 1st received a bill and filed a dispute with ************. ******** agreed charge was incorrect and refunded $145.00. Continually receiving statements from T-Mobile to include return payment charges and $12.50 plan fee which I never agreed too. If by chance T-Mobile errored in returning initial charge of $145.00, that amount should be pro-rated. Return fees and all plan fees should be returned at minimal. Again, there is no agreement or contract for T-Mobile Service
Business Response
Date: 07/01/2025
July 1, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23488970

To Whom It May Concern:

T-Mobile ********. (T-Mobile)is in receipt of your correspondence dated June 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 pertain to their account billing. When customers transitioned from ********************** to T-Mobile,their existing Sprint rate plans, monthly recurring cost, and bill due date remained the same. An investigation of the customers last billing statement on the ********************** billing system in December 2022 and their first with T-Mobile in January 2023 reflect identical cost.

On May 15, 2025, the account was cancelled when the two voice lines were ported to another mobile carrier. Pursuant to T-Mobile policy, customers are responsible for all charges through the end of their service term. Accordingly, the account was billed through June 9, 2025. Records confirm the customer remitted payment in full for the balance due; however, the payment was returned unpaid by the customers financial institution and returned to the balance, along with a returned payment fee.

The customers final billing statement reflected the past due balance consisting of the returned payment and returned payment fee, as well as prorated plan charges from the beginning of their billing cycle to the date they ported their numbers from T-Mobile. These are the charges to which the customer refers in their complaint.

On June 19, 2025, our office reached the customer, and we are pleased to report that we reached 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: 07/02/2025

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. received human contact telephonically from T-Mobile representative responding to your request concerning complaint and reached a resolution. Issue is now resolved and thank you for your quick response.

Sincerely,

***** **********
Initial Complaint
Date:06/18/2025
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 was offered additional products and services via email through an account representative, *** ********* at ********. I was promised by adding two additional lines of service and two mobile phones and upgrading my router, I would incur a monthly net increase of $10 per month. My bill has more than doubled since placing this order. I have contacted T-Mobile for resolution, including emailing the Account Representative directly - since my bill increased in February and to no avail. The representatives claim they do not have access to email to receive the detailed breakout of the email that I was promised by this representative. I was also promised $500 in virtual gift cards by this representative.
Business Response
Date: 06/30/2025

June 30, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23483781

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated June 18, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer may have regarding their account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to their monthly charges.

Our customer activated their account in June of 2018 with five voice lines of service which subscribed to our **************** for Business rate plan. T-Mobile records reflect that in February of 2025, our customer took advantage of our Equipment Installment Plan (EIP) with the purchase of two Apple iPhone handsets. Our customer paid the taxes and fees on the full retail price of both devices and agreed to pay the balance in 24 monthly installments. They also activated two new voice lines of service for use with these devices and completed a rate plan change to our Business Unlimited Advanced rate plan. Additionally, they activated a new Business Internet line of service which subscribed to our Business Internet Unlimited rate plan.

These purchases and activations made our customer eligible for multiple promotions. They were eligible for and automatically enrolled in our Bus Apple Activate ******** promotion for each handset purchased. This offer provided a free eligible iPhone via monthly Recurring Device Credits (RDC) when an eligible handset is purchased on EIP, and a new line of service is activated on a qualifying rate plan. Both handsets are receiving the full monthly RDC for this promotion. Our customer was also eligible for our Line Discount ******** promotion, which provides one voice line free of charge, and our Bus Line Discount ******** which provides a monthly service discount on the Business Internet line of service.

It is the position of T-Mobile that our customer is being accurately billed for the services, equipment and discounts for which their account is eligible. 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 their previous interactions with our ******************************************** contacted our customer on June 20, 2025, to discuss their concerns. We apprised them of the above information and will continue to work with them towards 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 our 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 Response

Customer Answer
Date: 07/03/2025

Complaint: 23483781

I have reviewed the company's response, and although they have made adjustments, I am rejecting this response because I have explicit promises in writing from their representative which outline that my monthly bill would increase $10 per month. it was not until I received the response from their Executive Resolution team on June 19th to be told that I am in fact not eligible for the promotions that was promised to me by their representative via email. Their representative made promises which I believe T-Mobile should be honoring, regardless of their system limitations.
I have received the promised $500 gift cards in the form of a credit - this is satisfactory.
I have been promised a credit for late fees on my account that were assessed due to the significant increase and impact to my monthly recurring fees - this is satisfactory.
I was told that although their representative's promises based on her audit of cost-savings that I would have on my account would result in a monthly increase of $10 per month and this could not be honored. While I find this unsatisfactory, I expectthe company at least to honor the price for the months impacted while I have spent numerous hours on the phone with telephone representatives and the original. Sales Account Manager to correct. Although the company will not agree to honor future months, I wish to be credited the overage amounts of my monthly recurring bills for the months impacted until this point. As a courtesy, I am receiving a recurring 20% discount for future months only.
T-Mobile should be honoring any promotions that their representatives are promising. I have this in very detailed email correspondence confirming multiple times that my bill would only increase approximately $10 per month, not $120 per month. While I am willing to accept that they will not honor future months up to this point, I am not willing to accept paying their egregious increase during the timeframe that lead to this complaint. This was not what I was promised and not what I expect of a service provider. There is no accountability by ******** and this is a deceptive business practice that needs to be further investigated. I should not be at the point to have to negotiate something less than what was promised, although I've expressed that I will. The remaining condition is as listed above, to honor the $10 increase for the months of February, ****** ****** **** and June. I believe I should be credited for those months, although I agree to pay the full amount (less 20% MRC discount) for any future month.
Sincerely,

****** ********
Business Response
Date: 07/14/2025

July 14, 2025

FILED ELECTRONICALLY

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

            Re:      ****** ********
                        T-Mobile Account Holder: Accurate Claims and Investigations
                        Your File No. 23483781
                        T-Mobile Account No. *********

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated July 9, 2025, regarding the above-referenced account. Please note that the account holder of record is the business, Accurate Claims and Investigations, and ****** ******** has been designated as an authorized user of the account.

T-Mobile regrets any continued concerns ****** ******** may have regarding the account, and we appreciate the opportunity to respond in this matter. Our records reflect that ****** ******** activated their account on June 30, 2018, with five voice lines of service ending in 0405, 7186, 3741, 6904, and 6905. The account subscribed to our **************** for Business rate plan for $100.00 per month for the first two voice lines, and $20.00 per month for each additional voice line. A home internet line of service ending in 8284 was also activated, which subscribed to our 5G Small Business Internet rate plan for $55.00 per month. The home internet line was enrolled in our 2022 HINT P22 promotion, which offered a monthly service credit of $25.00, while the account remained eligible. The voice lines ending in 0405, 6904, and 7186 were enrolled in the optional Protection 360 Tier 5 device coverage feature at a cost of $18.00 plus taxes per month, per line. Additionally, please note that the line ending 0405 also subscribed to our *********************** Talk feature for $15.00 per line.

****** Pantaleos account was enrolled in AutoPay on June 30, 2018. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored payment method supplied by the customer. Customers who enroll in AutoPay with an eligible payment method receive a $5.00 per line monthly service discount for up to eight lines while eligibility is maintained. Our records reflect the account received the AutoPay discount. Please note that this account is billed in arrears, which means services are billed after they have been rendered and then payment is due the following month.

On March 4, 2024, ****** ******** took advantage of our Equipment Installment Plan (***) with the purchase of an Apple iPhone 15 Pro Max handset. Taxes and fees were paid at the time of purchase and ****** ******** agreed to 24 monthly installments of $50.00. ****** ******** subscribed to the optional Protection 360 Tier 5 device coverage feature for $18.00 plus taxes, per month.

On October 21, 2024, ****** ******** used our *** to purchase a ******* Galaxy Watch 7, and accessories for a ******* Galaxy S24 handset. They paid the taxes and fees on the full retail price of the device and agreed to 24 monthly installments of $14.59 for the wearable device, and 12 monthly installments of $8.34 for the accessories. A new mobile internet line of service ending in 5913 was activated for use with this device and subscribed to our Data with DIGITS Plus rate plan at a cost of $20.00 per month with taxes and fees included. This purchase qualified for and was automatically enrolled in our ******* Watch ********: $380 off Galaxy Watch with New Watch Line on Plus (******* Watch ********* promotion. The ******* Watch ******** offer provided$380.00 off the cost of a new eligible ******* Galaxy Watch via monthly Recurring Device Credits (RDC) for the duration of the ***. To qualify, customers had to purchase it on our *** and activate a new watch line of service on an eligible plan. This device was set to receive 24 monthly RDC of $14.59. Finally, this line subscribed to the optional Protection 360 Tier 3 device coverage feature for $13.00 per month.

The billing statement dated December 29, 2024, reflected a balance of $343.57 and consisted of $175.00 for monthly plan charges, $58.34 for ***, and $110.23 for feature, service, and usage charges. This amount was remitted on January 19, 2025, via AutoPay.

The billing statement dated January 29, 2025, reflected a balance of $339.99. This amount consisted of $175.00 for monthly plan charges, $58.34 for ***, and $106.65 for feature, service, and usage charges.

On February 6, 2025, ****** ******** purchased two Apple iPhone 15 handsets on our ***. While taxes and fees are due at the time of purchase, as a one-time courtesy to ****** ********, they were billed to the account. ****** ******** agreed to pay 24 monthly installments of $30.42, for each handset. Two new voice lines of service 8089 and 3136 were activated. At this time, the account completed a rate plan change to our Business Unlimited Advanced rate plan, which costs $180.00 per month for the first six lines, and $30.00 per month for each additional line, with taxes and fees excluded. Additionally, the account activated a new Business Internet line of service ending in 4815, which subscribed to our Business Internet Unlimited rate plan at a cost of $60.00 per month with taxes and fees excluded. Additionally, ****** ******** chose to enroll in our ********************* feature for each new voice line activated,at a cost of $8.00 per line, per month.

These purchases and activations made the account eligible for multiple promotions. They enrolled in our Bus Apple Activate ********: Apple - iPhone 15 On Us with New Line on Business Unlimited Advanced (Bus Apple Activate ********* promotion for each handset. This offer provided a free eligible Apple iPhone 15, via monthly RDC for the *** duration, when it was purchased on our ***,and a new voice line activation on a qualifying rate plan. Both handsets were set to receive 24 monthly RDC of $30.42 for this promotion, and the credits have since been applied each month. ****** ******** was also eligible for our Line Discount ********: Buy One, Get One Discounted with New Voice Lines (Line Discount ********* promotion, which provides one voice line free of charge,and our (Bus Line Discount ********* Business Internet - $25 Off New BI Line with Qualifying Voice Plan, which provides a monthly service discount of $25.00 on the new Business Internet line, while the account remains eligible.

The billing statement dated March 1, 2025, reflected a balance of $594.75. As the account is billed in arrears, there are prorated charges for the mid-cycle rate plan change between the cycle dates of January 29, 2025, through February 28, 2025. These charges consisted of $272.54 for monthly rate plan charges, $58.34 for ***, $113.34 for service and feature charges, $102.20 for the taxes of the aforementioned Apple iPhone 15 handsets, and $48.33 in taxes and fees for services.

The billing statement dated March 29, 2025, reflected a balance of $516.59. These charges consisted of $290.00 in monthly rate plan charges, $58.34 for ***, $116.00 for features and services, $52.25 in taxes and fees.

Our records reflect that ******* was paused on the account on April 18, 2025. Additionally, the Business Internet line of service ending in 4815 was cancelled upon request on May 17, 2025. It is the position of T-Mobile that the account is being accurately billed for the services, equipment and discounts for which it is eligible. 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 ****** Pantaleos recent contact with our ************* team.

Our office contacted ****** ******** on June 20, 2025, to discuss their concerns. We apprised them of the above information and offered to accept return of their Apple iPhone 15 handsets outside of the return period and close their respective ***s, cancellation of the lines of service ending in 8189 and 3136, a return to their previous rate plan and original billing;however, this was declined. We applied our Insider discount, which gives a monthly service discount of 20% off the cost of the paid voice lines on the account and placed a billing credit of $550.00 on the account. We are regrettably unable to offer any further monthly service discounts.

Our office has made attempts to contact ****** ******** to further discuss their concerns but have been unsuccessful. We will continue to work with them towards 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 our customer.

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: 07/14/2025

Complaint: 23483781

I am rejecting this response because:

I am writing to formally express my profound dissatisfaction and concern regarding the handling of my account and the most recent communication I have received. The response provided appears to be both inaccurate and dismissive of the substantive concerns I have raised, and fails to reflect the facts of the matter as documented.

According to information provided by the Executive Resolution Specialist, the Sales Account Manager who advised mebased on a professional audit and recommendationerroneously offered a promotional plan for which I was allegedly ineligible. It must be noted that this error originated entirely from T-Mobile, and not from any misrepresentation or misunderstanding on my part. I have retained written documentation, including an email thread in which the promotion and my eligibility were confirmed multiple times by T-Mobile representatives.

Additionally, my account was removed from the auto-pay program in April following a significant and unexpected increase in my monthly billing. This action was taken at the direction of a T-Mobile representative in the context of ongoing unresolved account issues. As a direct result of this change, I was rendered ineligible for the auto-pay discount, further increasing my monthly charges. The chain of causation is clear, and I maintain that I acted in good faith, relying on the guidance of T-Mobile personnel.

Moreover, during a subsequent review of my account by another T-Mobile representative, I was informed that I was being billed for two separate home internet accounts. It was determined that this resulted from a failure by T-Mobile to properly execute a service upgrade, which instead resulted in the unauthorized addition of a second internet account. One of these accounts was ultimately canceled by ********, confirming the error originated from within their organization.

In regard to communication attempts, I specifically requested a call from the Executive Resolution Specialist on Friday, July 11th at 4:00 PM Eastern Time. The call was not received until 4:29 PM, at which point I was unavailable due to a prior commitment. I returned the call promptly at 4:36 PM and left a voicemail. Shortly thereafter, I noticed that I had received an email at 4:09 PM Easter Time, which I did not respond to as I had already made the return call and left a message. Therefore, any suggestion that T-Mobile was unable to reach me or that I failed to respond is misleading and unsupported by the timeline of events.

These issues, when taken together, reflect a pattern of internal mismanagement and negligence by T-Mobile representatives, resulting in financial harm, inconvenience, and a significant loss of trust. The fundamental issue remains unchanged: I was assuredboth verbally and in writingthat the changes to my plan would result in no more than a $10 monthly increase, which I accepted on the basis of professional advice from T-Mobile staff. That assurance has not been honored.

The proposed resolutions to date fail to adequately address the cumulative impact of these errors or to restore my account to the terms and conditions under which I agreed. While I acknowledge the partial efforts made toward resolution, I must emphasize that they fall short of resolving the matter in full and do not represent a fair or acceptable outcome.

I respectfully urge T-Mobile to reconsider its position, accept accountability for the missteps outlined above, and take prompt corrective action to fully and fairly rectify this situation.Sincerely,

****** ********
Business Response
Date: 07/21/2025

July 21, 2025

FILED ELECTRONICALLY

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

Re: ****** ********
T-Mobile Account Holder: Accurate Claims and Investigations
Your File No. ********
T-Mobile Account No. *********

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated July 9, 2025, regarding the above-referenced account. Please be advised the account holder of record is Accurate Claims, and ****** ******** has been designated as an authorized user of the account. Please note that our attempts to contact ****** ******** have proven unsuccessful. As such, T-Mobile will make every effort to address ****** Pantaleos concerns within this letter.

T-Mobile regrets any continued concerns ****** ******** may have regarding the account, and we appreciate the opportunity to respond to this matter. As stated in our previous correspondence, our office contacted ****** ******** on June 20, 2025, in which we offered to accept return of their Apple iPhone 15 handsets outside of the return period and close their respective EIPs. Furthermore, at that time, we offered the cancellation of the lines of service ending in 8189 and 3136, along with returning the account to the previous rate plan and original billing; however, this was declined. Furthermore, our office provided ****** ******** with our Insider discount, which gives them a monthly service discount of 20% off the cost of rate plan and paid voice lines on the account. Finally, we issued an account credit of $550.00, updating the balance to $11.95 at that time.

At this time, we have reviewed the billing statements and found that the account was charged according to the plan selections, line activations, and relevant taxes and fees. Several credits have previously been applied to the account, including the $550.00 credit mentioned above along with the ongoing 20% discount on monthly rate plan for the paid voice lines following ****** Pantaleos feedback.

Although T-Mobile may schedule a follow-up with a customer at specific times, we understand that there may be unforeseen delays that could impact these scheduled times, and we apologize for any inconvenience ****** ******** may have experienced. Additionally, it has been acknowledged that the account was removed from ******* in April 2025, resulting in the forfeiture of the AutoPay discount and the assessment of late fees. These outcomes occurred following customer service interactions pertaining to outstanding billing questions and account troubleshooting. Additionally, a business internet line was canceled after ****** Pantaleos request, this was addressed through service cancellation and credits.

We understand ****** Pantaleos dissatisfaction with the level of support received, including issues with accessibility of email records and breakdowns in timely follow-up from the Executive Resolution team. Regarding the asserted price increase, T-Mobile recognizes ****** Pantaleos position that they were promised in writing a $10.00 monthly increase following the addition of lines/devices. However, after thorough investigation, we determined that the system-based promotions and plan eligibility criteria did not fully align with what was represented to them. While our office has applied credits and discounts on the above-mentioned dates and ****** ******** has accepted them as an amicable resolution, it is our position this matter has been fully resolved.

Nevertheless, as an extended effort to amicably resolve ****** Pantaleos concerns, our office would like to offer a final one-time $50.00 account credit in lieu of the $10.00 credit ****** ******** is seeking for the months of February 2025 through June 2025. Should ****** ******** wish to accept this offer, we ask that they contact our office no later than August 1, 2025 at the number listed below. T-Mobile regrets any inconvenience to ****** ********.

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: 07/21/2025

Complaint: 23483781

I am rejecting this response because:
Please note that I am not requesting a one-time $10.00 credit, nor do I consider the $50.00 credit offered by T-Mobile to constitute a fair or acceptable resolution to the matter at hand.

As represented by *** *********, a Sales Account Manager for T-Mobile, I was informed that the increase to my monthly recurring charges would be approximately $10.00 per month. I agreed to the proposed changes based on this representation. However, contrary to that assurance, my monthly bill increased by approximately $120.00, which is materially inconsistent with the agreement and constitutes a significant overcharge.

I am requesting that T-Mobile honor the originally quoted $10.00 monthly increase for each of the billing periods from February through June 2025. Prior to the accepted promotion, my account was charged an average of $330.00 per month, rather than the expected amount of approximately $340.00, which reflects the $10.00 increase as initially agreed.

Further, it is concerning that despite multiple documented attempts to resolve this matter directly with T-Mobile's customer service department beginning in February 2025, no action was taken until I filed a formal complaint with the Better Business Bureau. This delay in resolutionspanning over five monthsdemonstrates a failure to address a known issue in a timely and responsible manner.

Accordingly, I respectfully request that T-Mobile issue the appropriate adjustments to my account by recalculating the monthly charges in accordance with the $10.00 increase originally promised. The overcharges stemming from the months of February, ****** ****** **** and June 2025 should be reconciled and credited accordingly. This request is made in good faith and in the expectation that T-Mobile will act to correct what appears to be a breach of trust and a failure to uphold accurate sales and billing practices.

False or misleading representations, especially those tied to promotional offers, should not be borne by the customer.
Sincerely,

****** ********
Business Response
Date: 08/01/2025

August 1, 2025

FILED ELECTRONICALLY

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

Re:****** ********
T-Mobile Account Holder: Accurate Claims and Investigations
Your File No. ********
T-Mobile Account No. *********

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated July 30, 2025, regarding the above-referenced account. Please note that the account holder of record is the business, Accurate Claims and Investigations, and ****** ******** has been designated as an authorized user of the account.

T-Mobile regrets any continued concerns ****** ******** may have regarding the account, and we appreciate the opportunity to respond in this matter. Indicated in our previous correspondence dated July 21, 2025, our office offered one-time $50.00 account credit in lieu of the $10.00 credit ****** ******** is seeking for the months of February 2025 through June 2025, as such ****** ******** respectfully declined.

We recognize ****** Pantaleos concerns regarding the support they received, particularly relating to email record accessibility and delays in follow-up from our Executive Resolution team. With respect to their concerns about a price increase, T-Mobile acknowledges ****** Pantaleos understanding that they had a written agreement reflecting a $10.00 monthly increase upon adding lines or devices. Our review found that, due to system-driven promotions and specific plan eligibility requirements, the final outcome did not match what had initially been communicated.

Please be assured 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 ****** Pantaleos recent contact with our Executive Response Team.

On August 1, 2025, our office spoke with the ****** ******** and addressed their concerns. In effort to amicably resolve ****** ******** on August 1, 2025, T-Mobile applied an account credit in the amount of $650.00 which updated the account with a credit balance of $190.61. Please be advised ****** ******** indicated to our office this was a fair resolution. T-Mobile appreciates ****** ******** feedback over their experiences and will use it to help enhance future interactions between T-Mobile and our customers. We regret any inconvenience to ****** ******** and appreciate their business.

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: 08/02/2025

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:06/17/2025
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 got lifeline service from assurance wireless a year or maybe lesser than a year ago they informed between the months of January and March that i was no longer available for lifeline buy I had added a $10 top up for more data to my account $11.70 with tax i left owing 8.00 or a little bit more than that on my account and ********************** will not give me money back I have been having problems with my before this it wouldn't charge to good it was functioning but it was also getting Rady to just stop working i call them and few times to let them know but they said I didn't have a warranty and they wouldn't replace the phone and the phone finally gave out and then they cut my lifeline but will not return my money
Business Response
Date: 06/25/2025
June 25, 2025

FILED ELECTRONICALLY

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

Re:      Your File No. 790356019

To Whom It May Concern:

Assurance Wireless is a brand operated under ****************** (T-Mobile). As such, T-Mobile provides a response on behalf of Assurance Wireless. T-Mobile and Assurance Wireless may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated June 17, 2025, regarding the above-referenced file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to their ********************** account balance.

Only eligible consumers may enroll in Lifeline; limit one Lifeline benefit per eligible household and is non-transferable across households. It should be advised that the consumer must sign up for the benefit directly and not the provider. Customers may receive information about Lifeline benefits by visiting the website, *********************************************************; Assurance Wireless customers are required to go through a certification process once a year before their Lifeline Expiration Date to prove they are still eligible for the government-subsidized *****************

If a customer does not complete the annual certification process successfully,they would be subscribed to the Flat 10 pay as you go service. This plan is a pay by the minute and text plan, which requires that customers maintain a credit balance on their account to utilize calling at a 10-cent per minute rate or texting at a 10-cent per text. Consistent with the Terms and Conditions of Service to which our customers agree, this service plan is implemented on a customers account once they are no longer eligible to receive the Assurance Wireless Lifeline benefit. Please note, customers receive a free notification advising of the change.

The balance available for use with our Flat 10 rate plan is subject to expiration based on the payment remitted per our Terms and Conditions of Service which may be found at ***********************************************************************; Per these requirements, additional time is added as follows:

45 days from date of payment for payments between $10.00-$19.99.
90 days from date of payment for payments between $20.00-$79.99.
365 days from date of payment for payments of $80.00 or more.

It should be noted, the funds added to the account are still available for use after reaching the expiration date but will require additional payment of minimum $10.00 to extend the balance expiration date to allow use. Upon extension of the balance expiration date, all funds added to the account may be used for pay-per-use services at a rate of $0.10 per minute or text.

It is important to note that add-on feature purchases including the Data Peace of Mind plan and Top-Up purchases, regardless of total usage, are non-refundable, and customers should ensure they require the additional services provided by our add-on features prior to completing their transaction,as per our terms and conditions of service, which our customer may review on our website ***********************************************************************; We regret any inconvenience to our customer.

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

Thank you for bringing this matter to our attention. Customers may contact ************* by either dialing ************** or 611 from their handsets during the hours of 7am to 10pm CST. ********** may also be reached at the address listed below.
Very truly yours,

T-MOBILE USA, INC.

***** *******
Executive Response

Customer Answer
Date: 06/25/2025

Complaint: 23482574

I am rejecting this response because: evidently I did sign up for lifeline services or I wouldn't have this problem I have contacted assurance wireless several times about this matter for the lat time I cannot use the phone because it' won't even come on I have also contacted them several times about the phihe issue and they say I didn't have a warranty I'm not understanding why you will not give me my money back I have lifeline services with airtalk because assurance wireless ended my lifeline services just give me my 8.00 that's on my account that's not fair when the first representative told me that my money would be on my card within 3 days and that was almost a month ago yall arexa million dollar if not billion dollar business what is my 8.00 doing for you just give me my money so this problem will go away it's not fair I want my money

Sincerely,

***** ****
Business Response
Date: 07/03/2025
July 3, 2025

FILED ELECTRONICALLY

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

Re:      ***** ****
Your File No. 23482574
                        Assurance Wireless Account No. *********

To Whom It May Concern:

Assurance Wireless is a brand operated under *****************. (T-Mobile). As such, T-Mobile provides a response on behalf of Assurance Wireless. T-Mobile and Assurance Wireless may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated July 2, 2025, regarding the above-referenced account.

T-Mobile regrets any continued concerns ***** **** may have regarding their account, and we appreciate the opportunity to respond. ***** **** activated their account on April 3, 2024. The account was subscribed to our Free Talk,Text, Data rate plan, for Lifeline recipients. This rate plan includes ***** airtime minutes, unlimited text messages,and 4.5 GBs of data minutes. At the time of activation ***** **** was provided with an ANS K100 handset at no cost to them.

It should be noted, customers can work with us directly for 90 days to get a device replacement from the date of receiving the original device. After the 90-day period, customers will contact the manufacturer directly for a device replacement. The warranty does not cover damaged, lost or stolen devices, and if a device is reported as lost or stolen.

Please be advised, Assurance Wireless offers our Data Piece of Mind paid plan, which includes unlimited data with the first 7GB of high-speed (Smartphone or Hotspot), ***** minutes, and unlimited text messaging for $10.00 per year. In addition, there is a monthly deduction from the credit balance of approximately $0.83. It is important to note, using the credit balance could result in the Data Peace of Mind plan being removed in the future if there are not enough funds to cover the required $0.83 per month. On March 14, 2025, ***** **** remitted a payment of $11.70. On the same date, the account was updated to our Data Peace of Mind rate plan.

It is important to note Lifeline subscribers are required to annually recertify their Lifeline benefits with the **************************************** (****). Recertification is an annual requirement for Lifeline subscribers and is separate from reverification. This process is conducted to ensure that active Lifeline subscribers are still eligible for the Lifeline benefit.

On May 10, 2025, T-Mobile received a notification from the National Verifier that ***** Bushs eligibility reverification for the Lifeline program had failed, and they were no longer eligible. Accordingly, the Lifeline benefit was removed from ***** Bushs account, updating their service plan to the current Flat 10 plan. It is important to note that ******** customers must renew their verification for the program each year with the National Verifier in order to remain eligible to receive the Lifeline benefit.

As indicated in our Terms and Conditions, payments applied to an Assurance Wireless account are non-refundable. This information can be found by visiting: *****************************************************************.

Please be advised, although our ************* team submitted a refund request; a refund request must meet all eligibility requirements prior to approval. If the refund request does not meet the requirements, the refund request may be denied. As the above refund request did not meet T-Mobiles refund requirements,***** Bushs refund was declined. ********** respectfully declines ***** Bushs request for a refund. We regret any inconvenience to ***** ****

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

Thank you for bringing this matter to our attention. Customers may contact ************* by either dialing ************** or 611 from their handsets during the hours of 7am to 10pm CST. ********** may also be reached at the address listed below.
Very truly yours,

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

***** *******
Executive Response

Customer Answer
Date: 07/04/2025

Complaint: 23482574

I am rejecting this response because:
I want my $8 if I didn't have a account with them what they doing with my $8 and my phone number that was on the account was **********
Sincerely,

***** ****
Business Response
Date: 07/14/2025
July 14, 2025

FILED ELECTRONICALLY

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

Re: ***** ****
Your File No. 23482574
Assurance Wireless Account No. *********

To Whom It May Concern:

Assurance Wireless is a brand operated under ****************** (T-Mobile). As such, T-Mobile provides a response on behalf of Assurance Wireless. T-Mobile and Assurance Wireless may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated July 10, 2025, regarding the above-referenced account.

T-Mobile regrets any continued concerns ***** **** may have regarding their account, and we appreciate the opportunity to respond. As previously stated in our previous response, ***** Bushs account was activated on April 3, 2024. On March 14, 2025, ***** **** remitted a payment of $11.70 which allowed them to update the account to the Data Peace of Mind rate plan.

This rate plan offered our Data Piece of Mind paid plan, which includes unlimited data with the first 7GB of high-speed (Smartphone or Hotspot), ***** minutes, and unlimited text messaging for $10.00 per year. In addition, there is a monthly deduction from the credit balance of approximately $0.83. It is important to note, using the credit balance could result in the Data Peace of Mind plan being removed in the future if there are not enough funds to cover the required $0.83 per month.

On May 10, 2025, T-Mobile received a notification from the National Verifier that ***** Bushs eligibility reverification for the Lifeline program had failed, and they were no longer eligible. Accordingly, the Lifeline benefit was removed from ***** Bushs account, updating their service plan to the current Flat 10 rate plan. During this time the account held a balance which was considered nonrefundable.

As indicated in our Terms and Conditions, payments applied to an Assurance Wireless account are non-refundable. This information can be found by visiting: *****************************************************************************;

Please be advised, although our ************* team submitted a refund request; a refund request must meet all eligibility requirements prior to approval. If the refund request does not meet the requirements, the refund request may be denied.

On July 10, 2025, ***** **** contacted ************* to request a refund. At that time, another attempt was made to process the refund. On July 11, 2025, the refund was approved and issued back to the original form of payment.

On July 14, 2025, our office confirmed that the refund had been processed. The refund will be returned to the original credit or debit card used for the payment made on March 14, 2025. Please note that, once approved, credit or debit card refunds typically take eight to ten business days to appear, depending on the processing time of the financial institution.

If ***** **** has any further concerns regarding this matter, we kindly recommend contacting their banking institution directly. We apologize for any inconvenience this may have caused.

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

Thank you for bringing this matter to our attention. Customers may contact ************* by either dialing ************** or 611 from their handsets during the hours of 7am to 10pm CST. ********** may also be reached at the address listed below.

Very truly yours,

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

***** Anglin
Executive Response
Initial Complaint
Date:06/17/2025
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 purchased service and a device fromt-mobile based on their false advertising on their website and their fake coverage map that they provide. My husband and I moved our accounts from two other providers over to t-mobile. Since switching, my husband has 0 coverage at his place of employment, which was an address I checked and validated online prior to making the switch. T-mobile wants to do nothing to assist us when we have a non-working phone line at this point.
Business Response
Date: 06/27/2025
June 27, 2025

FILED ELECTRONICALLY

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

Re: File Number: 23478351

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 16, 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 the customers concerns are pertaining to coverage.

We regret any coverage concerns our customer has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. On June 26, 2025, our office contacted the customer and offered to escalate our customers coverage concerns to our engineering team for further review and investigation at the specific address they provided.

As of the date of this letter the investigation is ongoing, and our office continues to work with our customer towards an amicable resolution. Additionally, we provided them our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

********* *********
Executive Response
Initial Complaint
Date:06/16/2025
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 one phone line an number. I simply had phone that wouldn't charge. I went to tmobile to see what options I was to have. The manager agreed to let me do early upgrade to get new phone. Thought everything was handled great at time. Well the next month my bill is doubled. I assumed with taxes an helping me setup new phone was difference in cost. The next month it was still 84 dollars. I called main office an went to store. They told me it was because I had 2 sim cards. I'm in my seventies an honestly don't understand any of it. My son was recently visiting an he told me I need file complaint ASAP. He was there when phone was upgraded . They took my sim from old phone an put in new one. My phone doesn't have ability to use two **** I'm told from my son. He also told me there is absolutely no reason I would be given 1 **** cards and they setup phone not me. He said there straight up ripping me off an I should also ask you guys investigate if there is a second number an who is using it. Please help me. I'm actually think9ng it's over 200 dollars now and I can't afford 84 dollars on a pension for one phone
Business Response
Date: 06/30/2025

June 30, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23471040

To Whom It May Concern:

T-Mobile ********. (T-Mobile) is in receipt of your correspondence dated June 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 to this matter. In reviewing this matter, the customers concerns are pertaining to an unauthorized line added to the account.

After a thorough review T-Mobile confirmed in early March of 2025, our customer accepted an Equipment Installment Plan (EIP) and a second line of service added to their account to qualify for a device promotion. As such, the promotion has been successfully applied to the account and is reflective in the monthly recurring cost of service.

On June 24, 2025, our office contacted our customer and addressed their concerns. Our customer advised they only intended to upgrade their phone and not add a second line. To amicably resolve our customers concerns we agreed to remove the additional line and applied an adjustment to their account for the months they were billed. 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:06/16/2025
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 received a phone call stating I was eligible for an upgrade, which was supposed to be completely free on them. They CALLED ME, and explained I was in the middle of a billing cycle, but said it would reflect on my acct that I would be able to go on the 8th and get a new free phone, I just received my bill and they are charging me over $200 more than my bill is supposed to be, and they are now arguing that this is my bill going forward and I refuse to pay nearly $400 for a phone bill.
Business Response
Date: 06/27/2025
June 27, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23474581

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 16, 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 promotional offer.

After a thorough review,T-Mobile confirmed that our customer purchased a new handset on an Equipment Installment Plan (***) and changed their rate plan in order to qualify for a promotion. With this purchase, our customer qualified for a promotion and was setup to receive Recurring Device Credits (RDC) while maintaining eligibility through the *** term. It should be noted that the new rate plan had a higher monthly cost than the previous rate plan. Subsequently, the customer purchased several accessories for their handset using our ***. Finally, our customer added a new tablet line to the account, and purchased a tablet using our ***,which qualified for a promotion in which the *** is receiving monthly RDC. Our review has determined that our customer is being billed in accordance with the rate plans, equipment, and promotions enrolled on the account.

Regrettably, our office was not successful in reaching the customer, however, we would like the opportunity to speak with them to amicably resolve their concerns. We respectfully request the customer contact us at the contact information provided to them via email and voicemail.

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:06/16/2025
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.
On 4/16 I switched to tmobile for internet tablet and phone. I did so because it was advertised that a 300$ rebate would be given for switching to home internet. This was advertised online and confirmed by their own sales team. Originally I was told the rebate would take 3-5 weeks to come in. Its been well beyond 5 weeks and everytime I reach out Im met with a shifting timeline. 3-5 weeks became 5-7, which became 7-10, which became a max of 10 weeks after service was active for 60 days. I cannot get a straight answer regarding when I will be given the rebate and honestly I doubt I ever will. The only thing Im asking for is the 300$ rebate that I was promised. I have reached out many times and each time Im required to provide a stranger access to my account only to be given a shifting timeline and explanation. Its been well beyond 5 weeks and I am seeking the 300$ rebate that was promised to entice me to switch to their internet.
Business Response
Date: 06/26/2025

June 26, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23473168

To Whom It May Concern:

T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated June 16, 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 rebate promotion which was offered upon activating T-Mobile Home Internet service.

Upon review, T-Mobile records reflect that our customer activated a new T-Mobile Home Internet line and attempted to participate in a rebate offer that was provided via a virtual prepaid Mastercard. Please be advised that our customer meets all qualifications for the promotion. While submitting for the rebate promotion our customer was advised that the prepaid Mastercard can take up to 10 weeks to be approved and available for use. Currently, the rebate submission is still within that 10-week waiting period, our customer will receive an email notification when the rebate card has been approved.

On June 18, 2025, our office contacted the customer to address their concerns and advise them of the above information. Our customer confirmed they recently received their rebate and consider their concerns resolved. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

******* *******
Executive Response
Initial Complaint
Date:06/14/2025
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 or about 5/8/25, I met with a T-Mobile representative, ******** ********, at the store on ******* ** in ********, ********, inquiring about changing my cell phone service. At that time, Ms. ******** answered my questions about the cost of T-Mobile's cell phone service for seniors. I was advised, which was confirmed in writing, that I could reduce costs further by also trying the T-Mobile internet service for a two week (14-day) trial period, after which time I would not be billed should I decide to cancel the service. I tried the service but my husband wanted to stay with ******* cell and internet service, despite the additional costs in doing so. On May 15th, I cancelled the internet service and returned the T-Mobile equipment. I have emails from T-Mobile acknowledging the cancellation of the internet service and the equipment return.On or about 6/9/25, I received a bill from T-Mobile acknowledging my cancellation of their service, but also stating "that we have not yet received payment on your outstanding balance of $55.00." The bill references a California Debt Collection License #******** and an 888 phone number for the **************************** for any questions.I contacted the phone number provided, and spoke with a representative named *** about the fact that I do not owe T-Mobile anything, as I'd cancelled the service and returned any T-Mobile equipment within the trial period. *** told me she couldn't help me unless I provided the pin number for my account, which I did not know. She suggested I go on the T-Mobile app to change the password pin if I had forgotten it. And I told her that I no longer had the T-Mobile app. I asked to speak with her supervisor which she refused to do. I asked her if I could speak to someone in the ****** which she told me was not possible even though the bill referenced a California debt collection license number. She insisted that she could not help me. I emailed Ms. ******** and never received a reply.
Business Response
Date: 06/17/2025

June 17, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23469840

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated June 14, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to our home internet Test Drive promotion.

Upon investigation of this concern, T-Mobile records confirmed our customer activated a home internet line in May of 2025. Please note, the home internet line qualified for our Test Drive promotion. As part of our Test Drive promotion, for a limited time, new Home Internet customers on a qualifying plan are eligible to Test Drive the service for 15 days worry free. Customers who cancel the internet line within the 15-day Test Drive period will receive a full credit for the monthly service.

Further review confirmed our customer received a bill statement for the full amount of the home internet line in May of 2025. However, our customer contacted T-Mobile in May of 2025, and canceled their service during the Test Drive promotional period. It is important to note, it can take up to 60 days for all credits to be applied for the Test Drive promotion. Our records indicate our customer was sent a revised statement in June of 2025, that applied a prorated credit from the date of cancelation through the end of their billing cycle, leaving a revised balance from the date of activation through the date of cancelation. Furthermore, in June of 2025, a credit was applied to the account for the remaining balance owed, which will reflect on the final billing statement that will produce in July of 2025.

Our office contacted our customer on June 17, 2025. Our customer was informed a credit has been applied to their account and a revised billing statement will be sent in July of 2025, confirming their balance owed is zero. Additionally, our customer was informed their account has not been referred to a third-party collection agency, and there will be no negative reporting to the credit bureaus regarding their T-Mobile 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

Customer Answer
Date: 06/17/2025

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 based on what was represented. I do need to note for accuracy, however, that as of June 17th I did not receive a revised bill reflecting any credits. Assuming the July bill shows a zero balance, and my credit rating is not affected, as represented by ******** in my phone conversation with ******* ****** today, my concerns will be satisfactorily resolved. I appreciated Mr. ******** professionalism. Thank you very much.

Sincerely,

***** *****-******

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