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

3,864 total complaints in the last 3 years.
1,264 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:06/14/2025
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.
I am a 20+ year Sprint customer that was forced to ******** via merger/acquisition. I upgraded all 3 of my phone lines at the end of September 2024. With the upgrade, I traded-in all 3 phones upgraded plan and was suppose to receive promotional credit of $30 per line per month for 24 months. On 11/20/2024 bill all 3 lines received the promotional credit. However, on the 12/20/2024 bill I only received promotional credit on 2 lines. I have spent countless hours on the phone with T-Mobile for the past 7-months trying to get this corrected. For 6-months I have been overcharged and been charged late fees. Unfortunately, every time I speak to ************* it is always a representative that is offshore and they lie saying that I received the credit or that the credit will appear on the next bill. Now they are proposing that I wait to receive the credits over the next 12-months. T-Mobile can NOT be allowed to continually cheat customers with deceptive marketing campaigns and billing practices. I am looking for an immediate resolution, as it is beyond ridiculous for this matter to take over 7-months to be resolved.
Business Response
Date: 06/26/2025
June 26, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23468026

To Whom It May Concern:

T-Mobile USA, Inc.(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 to this matter. In reviewing this matter, the customers concerns are pertaining to a device promotion that was not applied to their account.

Between September 13, 2024,through October 3, 2024, T-Mobile offered our Apple Trade ********: $1,000 off with Trade on Go5G Next (Apple Trade ********* wherein customer can get up to $1,000.00 off the Apple iPhone 16 series, 15 series, 14, 14 Plus or SE (3rd Gen) via trade-in credit and Recurring Device Credits (RDC). To qualify, they must purchase a handset on an Equipment Installment Plan (***), trade in a qualifying device,and have or switch to Go5G Next rate plan.

After a thorough review T-Mobile confirmed on October 2024, three handsets were purchased using *** and were enrolled in the Apple Trade ******** promotion. Our records reflect on December 8, 2024, on one of the **** the Apple Trade ******** promotion was un-enrolled due to trade-in device issue, as the Find My iPhone feature was turned on.

Our review found that between March 2025 through May 2025, the customer contacted ************* multiple times about the missing handset promotion. On March 16, 2025, the trade in credit was applied as an account credit. Additionally, on May 23, 2025, the *** was re-enrolled in the Apple Trade ********.

T-Mobile contacted the customer on June 23, 2025, and addressed their concerns, 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,

T-MOBILE USA, INC.

***** *****
Executive Response
Initial Complaint
Date:06/13/2025
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.
I cancelled my home Internet March 13. I have been sent 4 bills since then. I called and told them i no longer have their service but they told me they couldn't remove my payment method so they would just credit me back. The last bill I received I called and they said they would credit me again and remove my payment method. I waited a week with no credit to my account and filed a dispute with my bank. I just received another bill for March along with a fee for disputing my last bill and a late fee charge. I went into the store and the *** called the hotline number to see if he could figure out the situation and the hotline hung up on him. They called again and was told since I disputed the last charge they demanded I paid the bill in full.
Business Response
Date: 06/24/2025
June 24, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23466747

To Whom It May Concern:

T-Mobile ********. (T-Mobile) is in receipt of your correspondence dated June 13, 2025, regarding the account referenced in the above-mentioned file number.

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

T-Mobile records indicate that our customer had an active Home Internet line of service and was also enrolled in AutoPay. ******* is a free service that automatically deducts payments from a customers credit card or checking account to pay their T-Mobile bill. Our records further reflect that in March 2025, our customer remitted a payment then contacted ************* a day following their payment to request cancellation; the account was cancelled by ************* per their request. The associated equipment was received in April 2025, and as the account remained on ******* a payment for the final billing statement was remitted accordingly.

After a thorough review of our customers account, T-Mobile records reflect that in March 2025 and April 2025 our customers financial institution notified T-Mobile that the two above-mentioned payments were returned unpaid. When a payment is returned unpaid, the charges are billed to the account along with a returned payment fee. The customer later remitted a payment for the full balance and brought the account to zero.

On June 24, 2025, our office contacted our customer and addressed their concerns. We are pleased to report we were able to work toward an amicable resolution with our customer. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

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

Customer Answer
Date: 06/29/2025

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:06/13/2025
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 a customer of accurance ********************** for over 5 years and I have had major issues with there program, assurance wireless the company keeps turning my phone off for no reason every 2 days and every time I try to fix the problem the repetition always give me a hard time and the never fix the problem the workers are really rude and I always have a hard time communicating with them, they are always act like they don't understand what I am trying to say to them,they are very unprofessional and I would never recommend any one to them
Business Response
Date: 06/26/2025
June 26, 2025

FILED ELECTRONICALLY

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

Re: Your File No. 23376464

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 April 4, 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 Lifeline Program benefits through Assurance Wireless.

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, ***************************************************.

Our customers remain enrolled in the Lifeline Program until we receive notification from the National Verifier that they have been unenrolled. Upon receipt of such notification, our customers account will be updated to our ********************** Flat 10 service plan. This plan is a pay-as-you-go plan, which requires customers to maintain a credit balance on their account to utilize calling at a 10-cent per minute rate for voice and text messages. 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 standard text message, multimedia messages at a rate of $0.25 per text.

We appreciate our customer taking time to provide details of their interaction with our ************* department. Please be assured that we value customers feedback and will utilize this input to improve our training and processes as we are continually striving to improve the quality of service provided to our customers. We apologize if any T-Mobile employee failed in any way to display that during our customers contact with our ************* department.

Should our customer wish to reactivate their **************** with Assurance Wireless, they can return to the Assurance Wireless website, ******************************, select ENROLL NOW, and follow the steps on screen to reapply. Please be advised, a new account with a new mobile number will be provided upon approval. 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,

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

***** DiMenna
Executive Response
Initial Complaint
Date:06/13/2025
Type:Sales and Advertising 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.
Never had service in my area and called to complain and they stated that there was nothing that they could do. Canceled my plan and got a bill. Does not feel the bill is fair and should be paid.
Business Response
Date: 06/24/2025

June 24, 2025

FILED ELECTRONICALLY

Better Business Bureau
12639 W Explorer Dr, Ste 200
Boise, ID 83713

Re:Your File Number: 23464680

To Whom It May Concern:

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 13, 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 customer’s concerns are pertaining to their final bill

T-Mobile records indicate in April of 2025, our customer activated service and took advantage of our Equipment Installment Plan (EIP) with the purchase of a Samsung Handset. Please note, if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. Thereafter, in May of 2025, our customer ported their number to another carrier, effectively cancelling the account and the EIP charges were accelerated to the final billing statement.

T-Mobile is always working to improve its coverage, and we regret any service concerns our customer may have experienced. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on our customer’s account and based on the coverage map, confirms their account address is in a good coverage area with no known issues.

On June 18, 2025, our office contacted our customer and addressed their concerns. Please note, we were able to amicably resolve their concerns to their satisfaction. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter. T-Mobile regrets any concerns our customer has experienced.

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

Thank you for bringing this matter to our attention.

Very truly yours,

T-MOBILE USA, INC.

Paul Trahan
Executive Response

Customer Answer
Date: 07/15/2025
Looks like File ******** 6/13/2025 Resolved. I sent what T-Mobile sent.
Thanks
Initial Complaint
Date:06/13/2025
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 May 11, 2025 entered T-Mobile Store in ********** **. Interested in switching cell phone carriers and obtaining home ***************** Spent 3 hours in store going thru all the logistics and three associates (3) pushed a new 16 Pro Max iPhone on me when I already had a 15 Pro Max iPhone. The promotion and associates informed me I would receive $800-$1000 to payoff my 15 Pro Max iPhone with the previous carrier and I could keep the iPhone 15 Pro Max. I had to pay $286+ for initial services. I received my first info regarding my bill and was not informed I was paying $1200 for the new iPhone (16 Pro Max), plus installments. When I called to object to the payments etc. they stated to please give them at least 30 days for the adjustments of the bill etc. Fast forward 30 days and my bank account is drafted $886 for the cost of the iPhone (15 Pro Max) from the previous carrier, which should have been paid by T-Mobile according to their promotion. I have spent almost 8 hours in a store in ******** hoping for a resolution and conversing with management in ************** store of purchase. My end results after 8 hours were to return the iPhone (16 Pro Max) to receive my down payment $286 and Im not clear on if Ill receive my $886 for switching carriers. I was told by the **************** of T-Mobile I had to request a virtual **** card by the 30 days of purchase to get my $800-$1000 promotional funds, which I never was told before by anyone involved. Now Im hearing I have to wait for a ****************** or something to approve my switching carriers funds. This whole process has created an overdrawn draft on my account for an unexpected cost of $886.
Business Response
Date: 06/24/2025
June 24, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23464477

To Whom It May Concern:

T-Mobile *********(T-Mobile) is in receipt of your correspondence dated June 13, 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 promotional offerings.

T-Mobile records confirm the customer took advantage of our Equipment Installment Plan (EIP)with the purchase of an Apple iPhone 16 Pro Max device. At the time of purchase, they qualified for a device promotion which provided Recurring Device Credit (RDC) over the course of 24 months. The customer retained their previous device, an Apple iPhone 15 Pro Max, targeting device reimbursement through our Keep & Switch promotion.

Our Keep and Switch promotion allows customers from select carriers who port over to T-Mobile the ability to keep their eligible phone and we will reimburse them for their remaining device payment plan, up to $800.00, via Virtual Prepaid Mastercard. Reimbursement generally takes 15 days from date of reimbursement submission. Customers must submit for reimbursement at *********************** within 30 days of activation with T-Mobile, and their submission must include uploaded bill images that show the device payment plan details.

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 our customers recent contact with our retail location and ************* team.

Further review confirms the Apple iPhone 16 Pro Max device was returned to a Retail location,as such, they were no longer eligible for the previously mentioned device promotion. On June 16, 2025, a manual rebate submission for Keep & Switch was completed. Please note, there is not a way to speed up the normal processing time of 15 days from submission.

T-Mobile contacted the customer on June 26, 2025, we were able to reach the customer and amicably resolved their concerns to their satisfaction. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

******** ****
Executive Response
Customer Answer
Date: 06/24/2025

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.

Also, please note that the procedures for porting from one carrier to T-Mobile is extremely complex and not customer friendly. Which results in an unfavorable Customer Interaction.
I would not recommend the aforementioned Service to future customers.
Sincerely,

****** *****
Initial Complaint
Date:06/13/2025
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.
Im writing to you out of sheer frustration as a customer of 20 years after dealing with what has become a needlessly complicated and exhausting process with T-Mobile customer serviceboth online and in-store.After my phone broke, I found myself trapped in a loop: I couldn't verify my account because verification is tied solely to SMSwhich I cannot access due to the broken phone. This created a major roadblock for getting the help I needed. Despite repeated efforts and explanations, I received no alternative solution. I ended up spending the entire day driving back and forth between stores, speaking to multiple representatives, and still found myself ******** make matters worse, T-Mobile entered my shipping address incorrectly. I attempted to fix this issue through three different channels: in-store staff, phone support, and UPSyet no one could successfully correct the error. This process shouldnt require a customer to jump through hoops and face dead ends at every turn.Its incredibly frustrating that online, in-store, and phone support are not operating in sync. In todays world, customer service should be fluid, efficient, and above all, stress-freeespecially for loyal customers dealing with something as common as a broken ******** sharing this with you not just to vent, but in hopes that real improvements can be made. This kind of experience erodes trust and damages what should be a straightforward relationship with a service provider.
Business Response
Date: 06/25/2025

June 25, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23463627

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated June 12, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to security and verification of an account as well as shipping.

T-Mobile takes account security seriously and is committed to enhancing the protection of our customers' accounts. As part of this commitment, beginning March 4, 2025, T-Mobile implemented Two-Factor Authentication (2FA) for postpaid account verification. This security measure requires customers to verify their identity using two distinct factors, which may include the account PIN/passcode, and a one-time PIN sent to their device. If a customer is unable to receive the one-time PIN, they must visit a T-Mobile retail location with a government-issued ID to verify their account before access can be granted.

We understand from the customers correspondence that they purchased a device in our retail location; however, the device was sent to an incorrect address. Our records show that the customer contacted *** to update the shipping address and the delivery was successful.
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 retail location.
Furthermore, on June 15, 2025, our office contacted the customer, provided the information above and 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
Initial Complaint
Date:06/12/2025
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.
Between March and April 2025, I was contacted by T-Mobile customer service regarding phone line ************ during a three-way call with ******** ******* ******* (now my ex-husband). During the call, I was asked to release the line to him. Before agreeing, I specifically asked the agent to confirm two things:1. That I would not be financially responsible for the phone associated with that line after the transfer.2. That ******** was approved to complete a full transfer of ownership for the line.The agent confirmed both points, and I proceeded with releasing the line.However, as of June 2025, I am still being charged for the phone on account #*********. Despite multiple attempts to resolve this through T-Mobile customer serviceand being repeatedly told that the transfer was successful and I would no longer be chargedthese charges continue.I would appreciate immediate assistance in correcting this ongoing billing issue and ensuring I am no longer held responsible for a line that was transferred months ago.
Business Response
Date: 06/23/2025


June 23, 2025

FILED ELECTRONICALLY

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

RE: Your File Number: 23459475

To Whom It May Concern:

T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated June 12, 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, the customers concerns are pertaining to charges after a line of service was removed from the account. T-Mobile has investigated these concerns accordingly.

T-Mobile records confirm in February of 2025, our customer performed a Change of Responsibility (COR) for one of their lines. Please note that, a COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account.

As of February of 2025, our customer was no longer financially responsible for the transferred number. Please be advised that, because the new account holder did not accept financial responsibility for the Equipment Installment Plan (EIP) associated with the handset in use by that mobile number, the remaining EIP balance remained on our customers account.

T-Mobile contacted our customer on June 18, 2025, to address their concerns. We are pleased to report we have reached an amicable resolution with our customer. Furthermore, we provided them our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

****** ****
Executive Response
Customer Answer
Date: 06/23/2025

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,

Ta'che' Blocker
Initial Complaint
Date:06/12/2025
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 an account with T-Mobile, which I have fulfilled my 2 year agreement. I requested to have my phone unlocked and they were charging me for an additional line. I requested that line to be removed for 3 months, and they continued to charge me. After speaking with a *** two weeks ago. He adjusted the charges , but could not unlock the phone. I called back and spoke with someone else. I told her my story, I want my phone unlocked so I can go to another carrier. She said she could give me a better plan. She attempted to unlock the phone and couldn't, so she transferred me to Technical support and I spoke to ******. ****** attempted to unlock the phone, she couldn't, so she put in a ticket for 72 hours. I never heard back from anyone. Phone still locked. I called back and spoke with a supervisor. He told me to go to T-Mobile's app to unlock, the app doesn't work. I informed the manager that the app doesn't work and he said that that is the process. I told him their process doesn't work. He asked me what did he want me to do. I said unlock my phone. He told me to go to the app. I again, for the 4th time told him I have been on that app for 4 days and it doesn't work. He did nothing. I informed him that I was filing a complaint with the *** and the BBB, he said nothing. I then went to my local store to see if they could unlock my phone. The manager said that they can't unlock Pixel phones. He suggested I call customer care. I told him I have been on the phone with them for a week trying to unlock my phone, and I asked if he would assist me in speaking with someone in Technical support. He did, he spoke with someone that told him the manager I spoke with escalated the call, sent in a ticket and it would take 72 hours. Today is the end of the 72 hours. My phone is still locked.
Business Response
Date: 06/23/2025
June 23, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23459103

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated June 12, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to unlock requests and incorrect billing.

In reviewing the account, T-Mobile confirms the customer previously took advantage of an Equipment Installment Plan (EIP) which has since been paid in full. Regarding the customers billing, T-Mobile was unable to validate any incorrect charges based on the selected services. In May of 2025, calls were received to cancel a wearable line of service, the cancel was set to the end of the billing cycle in accordance with our process and T-Mobile provided credits for three months worth of service on the wearable line to amicably resolve their billing concerns. Thereafter, the customer reached out to T-Mobile to request a Mobile Device Unlock. Records indicate T-Mobile completed unlock requests and overrides; however, the customer followed up indicating the device could not be used with another carrier.

T-Mobile reached out to the customer beginning on June 18, 2025, confirming an additional step had been taken to unlock the device. However, the customer indicated the device itself reflects as permanently unlocked when it is not able to be used with another carrier. T-Mobile sincerely appreciates the customer's continued patience during this resolution process, as we are working diligently on reaching an amicable resolution for their device and 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: 06/24/2025

Complaint: 23459103

I am rejecting this response because:
Ms **** from T-Mobile is stating that there is a back end system error that is prohibited them from unlocking my device and she asked if I had contacted Google Customer Service. I contacted ****** and was told to have T-Mobile present a copy of the error they were receiving. T-Mobile was reluctant to do so. Ms **** then offered to give me an unlocked phone provided that I stay with them and she would give me two months free. Here is my push back. I am on a fixed income and I want to be able to take my unlocked phone to a carrier that I can afford. T-Mobile doesn't have those kinds of plans that Visible or Mint has. She can't offer that. So, she will only offer me an unlocked phone if I stay with them. Is this right? What happens to the phone I purchased?

Sincerely,

********* ****
Business Response
Date: 07/04/2025

July 4, 2025

FILED ELECTRONICALLY

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

            Re:      ********* ****
                        Your File No. 23459103
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 1, 2025, regarding the above-referenced account.

T-Mobile regrets Clarietha Boyds continued concerns regarding their Mobile Device Unlock request, and we appreciate the opportunity to respond. Mobile Device Unlocks are available for those devices that meet our eligibility requirements, which are available at ********************************************************************************. The postpaid account eligibility requirements are listed below:

The handset must be purchased from T-Mobile or a third-party vendor and branded for use on the T-Mobile network.
The handset must be paid for in full.
The account must be in good standing.
The handset must be utilized on the T-Mobile network for 40 days.
Device has not been blocked on network due to being lost, stolen, or due to fraud.

T-Mobile records indicate on April 4, 2023, ********* **** took advantage of our Equipment Installment Plan (***) with the purchase of a ****** Pixel 7 PRO 128 GB handset. ********* **** was required to remit a down payment in the amount of $38.17 and agreed to a series of ************************** the amount of $17.63.

On April *******, ********* **** remitted a payment in the amount of $17.63 for the remaining balance of their *** for the ****** Pixel 7 PRO 128 GB handset. As such, the *** was closed, and the account was no longer billed monthly for the handset.

Between June ******, and June 14, 2025, ********* **** contacted ************* several times and requested a Mobile Device Unlock for the ****** Pixel 7 PRO 128 GB handset. ************* attempted to complete the request, however, the request was unable to be processed due to an error that we were receiving. As such, a Mobile Device Unlock request escalation ticket was created, with resulted in suggesting ********* **** attempt to use the T-Mobile Device Unlock application to complete the Mobile Device Unlock. Please note, ********* **** stated that they attempted to use the T-Mobile Device Unlock application but was unsuccessful.

On June *******, ********* **** soke with our office and requested a Mobile Device Unlock for the ****** Pixel 7 PRO 128 GB handset. However, we received the same error, and our ************* team was unable to process the Mobile Device Unlock at that time. As such, Clarietha Boyds request was escalated.

After reviewing the request, ********* **** was advised that ******** was unable to complete the request as we continued to receive an error. The manufacturer requested proof of the errors encountered by our ************* team. Please note, we were unable to provide the requested information because it resides in our internal systems and is not authorized for external distribution. T-Mobiles processes and internal data are proprietary, and we are committed to maintaining the confidentiality and security of this information in accordance with our company policies and applicable laws.

Regretfully, our office was unable to reach ********* **** to discuss this matter. T-Mobile would like the opportunity to speak with ********* **** to address their concerns. We request that ********* **** contact our office directly with the contact information provided in our contact attempts.  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: 07/05/2025

Complaint: 23459103

I am rejecting this response because:
They will only give me an unlocked phone unless I stay with T-MOBILE. They are still holding my phone hostage. I have stated, several times. I want my phone unlocked so I can take my business elsewhere. I want service that I can afford. I don't want to pay $50 when I can pay $25 somewhere else. I have fulfilled my agreement, yet they have not fulfilled their end. Why should I have to stay with T-Mobile in order to have my phone unlocked? Is this even legal? The *** states they have 30 days to unlock my phone. What about that?

Sincerely,

********* ****
Business Response
Date: 07/11/2025

July 11, 2025

FILED ELECTRONICALLY

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

Re:********* ****
T-Mobile Account Holder: ********* M. ****
Your File No. ********
T-Mobile Account No. *********

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated July 1, 2025, regarding the above-referenced account.

T-Mobile regrets Clarietha Boyds continued concerns regarding their Mobile Device Unlock request, and we appreciate the opportunity to respond. The account was activated on April 8, 2019, and has a single voice line ending in 9287 subscribed to our Essentials Choice 55 rate plan priced at $50.00 per month before taxes and fees. ********* **** is enrolled in AutoPay with a qualifying method of payment to receive a discount of $5.00 per month while active.

T-Mobile records indicate on April 4, 2023, ********* **** took advantage of our Equipment Installment Plan (EIP) with the purchase of a ****** Pixel 7 PRO 128 GB handset. ********* **** was required to remit a down payment in the amount of $38.17 and agreed to a series of ************************** the amount of $17.63. By purchasing T-Mobile equipment, ********* **** received a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobiles Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.

As indicated in our previous correspondence, on April 30, 2025, ********* **** met the eligibility requirements for the Mobile Device Unlock on the ****** Pixel 7 PRO 128 GB handset; however, T-Mobile has been unable to unlock the device. It should be noted that upon meeting eligibility, a customer should immediately be able to unlock their device through the T-Mobile Device Unlock application using the following steps:

****** the T-Mobile Device Unlock app, then tap Check eligibility.
2.Choose the desired device unlock type.
oPermanent Unlock: Unlocks the device permanently.
oTemporary Unlock: Unlocks the device for 30 days. This requires a mobile data connection to request this unlock, as Wi-Fi would not work.
3.Wait while the device requests the unlock.
4.If successful, restart the device to apply the settings.
5.If a restart is not completed on the device, a persistent alert will appear in the notification tray.

Once prepared for the permanent unlock, the customer would need to install the *** card with the new carrier. Starting on June 4, 2025, ********* **** began contacting ************* requesting a Mobile Device Unlock. It should be noted that Mobile Device Unlock requests, overrides, and investigations were confirmed as being submitted from June 4, 2025, through June 14, 2025, which have all been unsuccessful and indicate an unlock or an error preventing a manual unlock from T-Mobiles end. Additionally, T-Mobile has provided credits totaling $110.30 to cover two months worth of service and taxes while attempts were made to unlock their equipment.

On June 17, 2025, our office submitted an additional override request and received the same results. ********** contacted ********* **** on June 18, 2025, and they indicated that their T-Mobile Device Unlock application indicated the message 'Your device is currently permanently unlocked and allows use with other carrier which was indicated as the same previous experience. As a result, T-Mobile recommended ********* **** contacts ****** directly for further assistance as our unlock steps have been exhausted. However, ********* **** was referred back to T-Mobile on June 19, 2025, requesting info of the internal error, which is proprietary information that resides in our internal systems and is not authorized for external distribution.

On this same date, T-Mobile offered to assist ********* **** with providing a replacement device outside of the Limited Warranty period as a one-time courtesy to allow T-Mobile to move forward with an immediate Mobile Device Unlock once the replacement is received. Additionally, T-Mobile offered ********* **** a courtesy credit towards the account for two months' worth of services if they chose to maintain service, which they are not obligated to accept. ********* **** did not accept any resolution presented at that time. As T-Mobile received no response, the account has remained active and subscribed to their selected services. ********** has attempted to reach out on June 25, 2025, July 2, 2025, and July 11, 2025, but have been unsuccessful.

While T-Mobile acknowledges Clarietha Boyds position, T-Mobile maintains that the ****** Pixel 7 PRO 128 GB handset met eligibility and indicated a permanent unlock on the device itself following the steps taken. T-Mobile has been unable to determine a root cause for this isolated event and has attempted to resolve their concerns without any requirement to continue services with T-Mobile. T-Mobile would like the opportunity to speak with ********* **** to address their concerns. We request that ********* **** contact our office directly at the phone number 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
Initial Complaint
Date:06/11/2025
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 attempted to cancel my account and they refused to let me cancel internet and service.
Business Response
Date: 06/23/2025
June 23, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23457267

To Whom It May Concern:

T-Mobile ********. (T-Mobile) is in receipt of your correspondence dated June 12, 2025, regarding the account referenced in the above-mentioned file number.

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

In reviewing the matter, T-Mobile confirmed the customer is designated as an authorized user on the account which allows them to make specific account changes. However, only the account holder can request the account be canceled or receive assistance in receiving a Temporary Port-Out PIN to move service to another carrier. T-Mobile received contact from the customer in June 2025, and their request to cancel was declined pursuant to policy as they are not the account holder.

T-Mobile contacted the customer on June 17, 2025, and apprised them of this information via email and advised of alternatives available to them. 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,

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

****** Ouzts
Executive Response
Initial Complaint
Date:06/11/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After many months of issues with T-Mobile Home Internet, of which T-MObile ERT could not resolve, and caused issues during Zoom session where the gateway showed 'No Internet', I cancelled the T-Mobile Home Internet on March 14 and returned the gateway device to the local T-Mobile store (as was allowed per CS where I requested the cancel) on March 15.T-Mobile's executive response team had verified that I had returned the gateway, and the service was cancelled.More than 2 months later on May 22, I received at T-Mobile notification that I would receive a bill for 'the null' - if we receive your device within 15 days.I called T-Mobile immediately to dispute this, as I had returned the device to ************* store in ************************, ** on March 15 (according to ********'s own records). T-Mobile acknowledged that they had received my gateway, and I should not be billed.June 3, new bill comes out with now a $241.45 bill for this device, I contact T-MObile, and the first contact (chat) wanted me to 'wait' for a day or more. Contact through 611 told me that it was an issue with the warehouse, and wouldn't be immediate (after +2 months!?). I had to escalate to a supervisor/manager to get this resolved as a 'courtesy' credit.
Business Response
Date: 06/20/2025
June 20, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: ********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 10, 2025,regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to a non-return fee.

T-Mobile records confirm that our customer activated a Home Internet Line of service, and a Home Internet Gateway was provided to them at no charge. Home Internet Gateways remain T-Mobile property and would need to be returned upon cancellation of the service. Our records confirm that the customer cancelled their Home Internet line of service and thereafter,a prepaid return label was sent to our customer to return their Home Internet Gateway. However, as we have no record of the Home Internet Gateway being received by our return warehouse, a non-return fee was applied on May 22, 2025.

On June 4, 2025, our customer contacted our ************* Team and indicated that they had returned the Home Internet Gateway. Our ************* Team unable to locate the Home Internet Gateway return; however, to amicably resolve our customers concerns, a one-time courtesy credit was issued to the account for the non-return fee.

On June 12, 2025, our office spoke with our customer and we applied a one-time courtesy credit to the account in an effort to amicably resolve this matter. 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

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