Business Profile

Mobile Phone Service

Sprint Now Part of T-Mobile

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

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.
1,265 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:06/10/2025
Type:Billing 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 a sprint account 10 years ago. Closed it and returned my phone. I have a 2031 dollar bill on my credit from sprint. This is unethical. I paid a deposit at the beginning of my service and returned devices. Take this off my credit!
Business Response
Date: 06/20/2025

June 20, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23450774

To Whom It May Concern:

T-Mobile USA, **** (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 balance from a previous Legacy Sprint account.

Regrettably, we are unable to assist the customer with their request, as they mentioned a Legacy Sprint account that was sold or transferred to another company. If the customer has not yet been contacted by the company that the Legacy Sprint account was sold to, please know that someone from that company should be contacting the customer soon to assist with handling of their inquiry and account management. If the customer has already received a letter from the company, please refer to the contact information outlined in the letter to reach out to the company.

Please note that this complaint has been forwarded to the company that now owns the previously noted account, for review and response.

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: 06/20/2025

Complaint: 23450774

I am rejecting this response because:
I was told you could pull it back to active and dismiss a previously filed complaint by the current business.
Sincerely,

******* *****
Business Response
Date: 07/01/2025

July 1, 2025

FILED ELECTRONICALLY

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

Re:******* *****
Your File No. 23450774

To Whom It May Concern:

T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated June 30, 2025, regarding the above-referenced account.

T-Mobile regrets any continued concerns ******* ***** may have experienced regarding their Legacy Sprint account, and we appreciate the opportunity to respond. As T-Mobile previously reported to your office on June 23, 2025, we are unable to assist ******* ***** with regard to a Legacy Sprint account that was sold or transferred to another company. Should ******* ***** not have been contacted by the company someone should be contacting them soon to assist with the handling of their inquiry and account management. Additionally, if ******* ***** received a letter from the company we would need to refer them to the contact information outlined in the letter and to reach out directly to the company. 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:06/10/2025
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.
Went into the store on 5-19-25 and got a iPhone for $800. I was told I had 30 days to return the phone.On 6-3-25 I went to the store and I couldnt return the phone because they said it was 15 days since I purchased the phone and there is a 14 day remorse period for returns.I explained that I lost my job and cant afford the phone and they turned off the service but said I needed to pay for the phone.On 6-10-25 Spoke with customer service agent and supervisor at T-Mobile ***************** and they said they couldnt help me because it was past 14 days. They wanted to verify my account with a pin sent to my phone but my service was turned off so I couldnt get the pin - they said I just had to pay for the phone.They said I could go to the store where I purchased the phone and it was up to the individual store if they would work with me or not. I explained that the store was 1 hour away from me and my total trip would be 2 hours and without a job it was hard for me to do that - especially not knowing if they would help me or not. Agent and supervisor were both very rude.Not helpful at all!
Business Response
Date: 06/20/2025

June 20, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23450205

To Whom It May Concern:

*****************. (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 returning a device.

After reviewing the correspondence from your office, T-Mobile is unable to locate an account using the information provided. As we are unable locate a current or formerly active account, we are unable to provide further details at this time.

If our customer wishes to provide their account information listed below to help us locate the account, of course we will review the information and respond to the dispute should we locate an account:

Primary Account Holder name and address (the person who is contractually responsible for the Account)
Complete ******* Account Number (if possible)
Primary Account Holder ******************************* number
Wireless number that is the subject of the Dispute
Account Brand Type that is the subject of the **************** Sprint, Metro, and/or Assurance Wireless.

Please note that if our customer is not the Primary Account Holder or a listed Authorized User, we cannot provide or disclose account information, which includes the name of the Primary Account Holder or any other identifying information. As such, our customer must be the Primary Account Holder or Authorized User for us to provide detail in response to their dispute.

On June 17, 2025, T-Mobile apprised our customer on the above-referenced information. They were unable to provide account information in which they were the Primary Account Holder or a listed Authorized User. Furthermore, we provided them with our contact information should they have the details requested to assist them with their concerns.

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:06/10/2025
Type:Billing 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.
Sprint/T-Mobile has referred me to a debt collection agency, ***************************** but my account was paid off and terminated by me a few years ago.Around January, 2022/December, 2021, I terminated my contract with Sprint/T-Mobile. I returned my phone either in the mail or through the T-Mobile store in ************, ** (it's been so long I can't remember). I paid off any existing balances on my account. I checked with a representative to make sure I owed nothing else.I have never received any communications that I owed an additional balance. Imagine my surprise when I started being contacted by a debt collection agency YEARS later. I researched the company and it is legitimate and debts from phone providers is one thing they go after. I am quite angry that my account was somehow referred to a debt collector when I took all the steps to cancel my account (switched to new provider), returned my phone, and checked to make sure my balance was paid off.I tried contacting Sprint/T-Mobile's online customer service but was informed that since my account was "written off/canceled" that my only options were to file a fraudulent complaint via phone or visiting a store in person. I do not have time to wait for hours on hold to speak to a representative nor do I have time to travel to one of their stores, the closest being about an hour away.This is affecting my credit and I'm getting multiple texts a day from this debt collector. I want someone to be held responsible. I want Sprint/T-Mobile to correct their mistakes and reach out to this debt collector.
Business Response
Date: 06/20/2025
June 20, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23449042

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 their Legacy Sprint account.

Regrettably, we are unable to assist with this request, as the Legacy Sprint account was sold or transferred to another company. If the customer has not yet been contacted by the company that the Legacy Sprint account was sold to, please know that someone from that company should be contacting the customer soon to assist with handling of their inquiry and account management. If the customer has already received a letter from the company, they should refer to the contact information outlined in the letter to reach out to the company.

Please note that this complaint has been forwarded to the company that now owns the previously noted account, for review and response

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:06/10/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I switched my phone plan to T-Mobile June of 2024. I did the transfer from my home and spoke to a small business agent with T-Mobile who walked me through the process. I'm attaching an email of her stating what I would receive with transferring my services. From: "******, *******" <************************************************>Date: June 28, 2024 at 1:36:19PM CDTTo: ****** **** <****************************>Subject: RE: Discount?Hi ******,You don't have to do anything. Your account will received a lump sum credit of $800, 90 days after service. Then going forward for the next 20 months you will received a credit of $80. One free line, if you set up auto pay $200 if not $220. Then you will deduct the $80 from either amount.**************- Port over your *********** will need account number and transfer ******** RegardsJaCinda WilderASK ME ABOUT OUR $50 REFERRAL BONUS!1-833-245-3150Lead Expert, Inbound Virtual Business SalesI have almost a years worth of email exchanges along with a year worth of back and forth phone calls to get nowhere closer to a resolution of what I was told when I switched. I was supposed to get a $2400 credit towards my bill where $80 would be applied monthly. Since I didn't have them pay off my current devices. They state because this rebate was filled after their cut off it's not eligible. When reviewing my emails, you will see that I asked if I needed to do anything for this. The Lead Adviser reassured me that I didn't have to do anything. Now they are not following through and they have scammed me out of $3200 dollars of credit and lump sum. Along with me providing every single thing they requested I provide. I want to resolve this and would be happy to forward all of my emails which clearly state the facts that I have stated above. This is my last option before I would pursue legal actions against them. I never get to speak with someone who is fluent in english, which is also a huge barrier in getting this resolved.
Business Response
Date: 06/20/2025

June 20, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23447844

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated June 9, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding their account, and we appreciate the
opportunity to respond to this matter. In reviewing this matter, their concerns pertain to our Keep and Switch program, and a promotional offer for their Home Internet not being received.

Please note, our Keep and Switch promotion provides reimbursement to eligible customers of up to $800.00 per line for the remaining device payment plan charges assessed by their previous service provider. Along with other qualifying criteria, customers must submit the final billing statement from their previous service provider showing the final equipment payoff amounts. After a thorough review ******** has confirmed our customer submitted for the Keep and Switch promotion. However, as the submission was not filed within the allotted timeframe, our customer was not eligible for the reimbursement.

T-Mobile records further confirm that our customer placed an order for a Home Internet line of service during a promotional offer, Bus Switch ********: TFB: Port in Credit where customers can get $200.00 with a new voice line and Port-in. As a submission was not filed within the timeframe, our customer was ineligible for this promotion. The customer later called ************* and received a one-time exception for an alternative promotion for a portion of the offer.

On June 13, 2025, our office spoke with the customer and were able to reach an amicable resolution. 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: 06/20/2025

Better Business Bureau:
What was stated as their response to this concern is not entirely true. At no time did I sign up for Home internet services, so I'm unaware of what is being stated in that regards. They also did not satisfy the full amount that I had proof of being owed by their own account manager. I was informed more less that it was my fault. Even though I had the corrosopendeces stating that T-Mobile submitted all the necessary paperwork for me to receive my rebates. Overall it was not what I was wanting to get out this compliant, but with dealing with this issue for now over a year I needed to move on from this issue and I will make a better decision on who I use for my phone services.

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as it will be.

Sincerely,

****** ****
Initial Complaint
Date:06/10/2025
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.
Since the middle of March I havent been able to consistently receive or send calls on a daily basis at my home. Ive spent hours and hours and hours chatting and on the phone with tech support and have received promise after promise that the matter would be resolved and it hasnt. Ive complained about how this issue has impacted my work and here recently my wifes work as well; not receiving calls at home has had us both reprimanded at work. But also its critical that my wife has service; she was the on call doctor this evening and missed calls relating to serval patients. The minute credits to my bill that I have to push for is not nearly enough for my daily/hourly experiences with lack of service and ability to send and receive calls on my phone.
Business Response
Date: 06/20/2025

June 20, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23447843

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated June 9, 2025, regarding the account referenced in the above-mentioned file number.

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

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. Although the coverage map at **************** 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. ******** has verified the address provided by our customer and based on the coverage map, confirms the address is in a good coverage area.

Our records indicate that the customer contacted our ************* regarding concerns with their voice calls. Our ************* conducted standard troubleshooting procedures and determined that the customers concerns were related to known issues in the area, which our teams are actively working to resolve. Additionally, ************* applied courtesy credits to the account, and a ticket was submitted for further investigation. Upon conclusion, it was confirmed that network-related tickets were present at the time of the reported issues, which are affecting the customers ability to connect to the network. Although no planned enhancements are scheduled for this area, T-Mobile logged a coverage request for consideration in future planning. Furthermore, engineers noted that weak Wi-Fi connectivity may also be contributing to call disruptions, as Wi-Fi Calling appears to be active on the customers device.

Our records confirm that the account is subscribed to the ****************** rate plan, which includes unlimited talk, text, and data. ******** has reviewed the customers billing statements and determined that their usage of minutes, messages, and data over this period indicate that the services have been used.

Our office contacted our customer on June 11, 2025, and informed them of the known service issues in their area. Please note, our engineering team is continuing to work diligently to improve the network performance in the customers area. T-Mobile regrets any inconvenience to our customer, and we remain committed to assist them with a long-term resolution regarding their handset performance and service concerns. Furthermore, we provided them our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

******* *****
Executive Response
Initial Complaint
Date:06/09/2025
Type:Product 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 went online to ************************** on May ******* to get a telephone for the free government service. The telephone cost $67.20. I gave my debit card number and the amount was deducted from my checking account. I was experiencing problems with the website so I cancelled the order. I requested a full refund and reverse the charges. I have never received a telephone. If I had, I would have sent it back. ****** from Assurance Wireless sent me an e-mail on May 23, 2025 stating I would be receiving a full refund within 2-7 days. I have continued asking for my refund, yet I have received nothing. i filed a complaint with the **************************. ******* ********* ******* is handling the complaint #****** Assurance Wireless keeps sending me emails telling me they are sorry for the delay of my order. There is no order. I want my money they took from me. And a full refund of $67.20 Please help me get my refund Thank you ****** ******
Business Response
Date: 06/25/2025
June 25, 2025

FILED ELECTRONICALLY

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

Re:      ****** ******
Your File No. 23441795
                        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 June ********, regarding the above-referenced account.

T-Mobile regrets any concerns ****** ****** may have experienced regarding their accountrefund request,and we appreciate the opportunity to respond. Please note, while our monthly wireless service continues to be free for those who qualify, we have updated our device policy to offer more flexibility and choice. Customers can now bring their own unlocked phone or purchase an affordable device that best fits their needs. We currently offer a variety of handset models our customers can choose from at different price points and through authorized vendors

On May 14, 2025, ****** ****** applied for service with Assurance Wireless. While our monthly wireless service continues to be free for those who qualify, we have updated our device policy to offer more flexibility and choice. Customers can now bring their own unlocked phone or purchase an affordable device that best fits their needs. We currently offer a variety of handset models our customers can choose from at different price points and through authorized vendors. We recommend checking the devices compatibility online at ******************************************* prior to attempting activation of service. At the time of ****** Genstys application for service,they indicated they would be purchasing a handset to use with their service.

On May 23, 2025, our office confirmed that ****** Genstys the device in questions was not purchased through Assurance Wireless; however, it was purchased through ***,a third-party authorized vendor. As Assurance Wireless is solely the service provider, we are unable to process any refunds for orders placed with ENI. We recommend that ****** ****** contact *** for assistance with their device purchasea refund, or their financial institution to dispute the transaction in question.

Should ****** ****** have further questions regarding their device purchase or **** refund process, they can contact ENI directly , at **************. Their hours of operation are ,Monday through Friday between 10:000a.m.and 6:00p.m., Eastern Standard Time.

Our office has made attempts to contacted ****** ****** on June 19, 2025, which proved unsuccessful to apprise them of the information above, however they were unreachable. As such,   we deposited a voicemail in ****** Genstys voicemail inbox providing the information aboveWe provided ****** ****** with **** contact information by depositing a voicemail in their inbox. T-Mobile regrets any inconvenience to ****** ******.

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

Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 7am 10pm CST.

Very truly yours,

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

******* Kazusa
Executive Response
Initial Complaint
Date:06/09/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Went to TMobile 2/10/25 to get new phones. When we were told how much monthly bill was we decided to stay with what we had. Contract was NOT signed. Received collection notice 4/7/25. Called and placed dispute. Received another collection notice from different agency. Called the original agency, was told it was no longer in their system. Called me agency. They would not help me. Called TMobile 5/27/25. Explained that I never received a pin to access my account because again, no contract was ever signed. **** C have me a reference # ********. She sent everything over to another department. Today in the mail I received bills dated 3/10/25, 4/10/25, 5/10/25 showing a final amount due of $132.10. I have never had service with TMobile. All of the bills show zero data usage. If I had a phone with them there would be usage. I've tried going back to the store this all happened at. The store manager *** has disappeared. He doesn't answer his phone ************. He doesn't return messages. He is never at the store when I stop in. This is affecting my credit. I can't get anywhere.
Business Response
Date: 06/19/2025

June 19, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23445977

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated June 9, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer may have experienced, and we appreciate the opportunity to respond. In reviewing this matter, we have determined the customers concerns are pertaining to the activation of the account.

Our records confirm that our customer activated their account with two voice lines of service subscribed to an applicable rate plan and features. Please note, the customers account was billed by a system known as bill current. This means charges for the customers rate plan were billed in advance of the service being provided and became due within that billing cycle.

T-Mobile is unable to substantiate that a request to cancel the account was received until the account was cancelled in April 2025. Please note that, at T-Mobile, service charges are billed based on the availability and provision of the service, regardless of whether there is an associated device. This ensures uninterrupted access to our network and services. As such it is T-Mobiles position that the account was billed accurately according to the services to which it subscribed.

As the balance remained outstanding and T-Mobiles internal collection efforts were unsuccessful, in May 2025, the customers account was referred to a third-party collection agency for additional collection attempts. Please be advised when an account is transferred to a third-party collection agency, a fee may be assessed and is typically based on a percentage of the past-due balance at the time of transfer.

On June 12, 2025, our office contacted the customer and advised them of the above information. We are pleased to report we have reached an amicable resolution to the customers concerns. Additionally, we provided the customer 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: 06/19/2025

Complaint: 23445977

I am rejecting this response because: I told T-mobile that I never had an account with them. When we asked how much the monthly bill was going to be we said no, we didn't want their services. As far as we knew, we never had an account with them. I tried several times to contact T-mobile to get this straightened out. Because I never had an account, I couldn't provide a pin to gain access. To say that they were justified in turning me over to collections twice is unacceptable.

Sincerely,

**** *****
Business Response
Date: 07/01/2025

July 1, 2025

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated June 30, 2025, regarding the above-referenced account.

T-Mobile regrets any continued concerns **** ***** may have regarding the account, and we appreciate the opportunity to respond. Our records indicate on February 10, 2025, an account was activated with two voice lines ending in 9417 and 9888 which subscribed to our Essentials Choice 55+ rate plan for $70.00 per month plus taxes and fees. Additionally, the line ending in 9888 was subscribed to our optional Protection 360 Tier 5 feature for $18.00 per month plus taxes.

Please be advised the account was billed by a system known as bill current, meaning charges for the rate plan and features are billed in advance of the service being provided and become due within that billing cycle. The billing cycle ran from the 11th of one month to the 10th of the following month, and payment was due on the 3rd before the end of the billing cycle. Based on the above the monthly recurring charges were $88.00 plus taxes and fees.

The billing statement dated February 11, 2025, in the amount of $100.54 consisted of rate plan charges, features, taxes and fees, and was due by March 3, 2025. On March 10, 2025, as T-Mobile had not received payment for the balance of $100.54, the account was partially suspended. It should be noted, when an account is partially suspended, monthly recurring charges will continue to be billed.

The billing statement dated March 11, 2025, in the amount of $203.17 reflected a past due balance of $100.54, and new charges of $102.63, which consisted of rate plan charges, features, a late fee, taxes and fees, and was due by April 3, 2025.

Our records further reflect on March 14, 2025, the account was fully suspended due to nonpayment. Please be advised, when an account is fully suspended, the following months billing statement will reflect a prorated rate plan credit from the date of suspension through the end of the billing cycle. Upon further review, our records confirmed the account was canceled due to nonpayment on March 29, 2025.
It should further be that a review of our records was unable to confirm **** ***** contacted T-Mobile to cancel the account, prior to the nonpayment cancelation that took place on March 29, 2025.

In their correspondence with your office, **** ***** indicated they visited a T-Mobile retail store with the intention of using our service, however, opted to retain their current service provider. 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 Aime Pearos recent contact with our retail store location.

The billing statement dated April 11, 2025, in the amount of $129.53, reflected a past due balance of $203.17, a prorated rate plan credit of $60.98, a prorated feature credit of $16.84, a late fee of $4.18, and taxes and fees.

On April 18, 2025, **** ***** contacted our ************* to inquire about the balance of $129.53. Regrettably, our ************* was unable to assist **** ***** in reviewing the account balance, as they were unable to successfully verify the PIN/Passcode.

Please note T-Mobile takes account security seriously. T-Mobiles account verification policy states that if an account has a PIN/passcode, it is the first piece of information that is requested by ************* to gain access to the account. If a customer does not remember their PIN/passcode, they can change their PIN/passcode by receiving and verifying a one-time PIN that is sent to their T-Mobile handset. Because the account is cancelled and therefore, they are unable to receive the one-time PIN, **** ***** was informed they must visit a T-Mobile retail location with a government issued identification to reset the account password before access could be granted.

The billing statement dated May 11, 2025, in the amount of $132.10 reflected a past due balance of $129.53, and new charges of $2.57 which consisted of a late fee, and taxes and fees. As T-Mobiles internal collection efforts were unsuccessful, on May 17, 2025, the account was referred to a third-party collection agency, Creedence Resource Management (CRM). A collection fee was assessed to the account in the amount of $33.03, which updated the balance to $165.13.

Our office contacted **** ***** on June 12, 2025, regarding the above findings. A credit of $165.13 was applied to the account, which updated the balance to zero. Further, 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 Aime Pearos credit report to reflect the change.

Should **** ***** have further questions regarding this matter, we kindly request they contact our office directly, at the 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:06/08/2025
Type:Product 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 T-Mobile customer for 20 years and recently upgraded my plan to allow me to have a watch and tablet line for $5 each/month. I recently purchased a watch that was supposed to be On Us on a promotion. Upon buying it, I realized it was not compatible with my phone. Additionally, upon calling customer service afterwards, the promotion was never added to my phone and the plan the sales *** told me I would be on would not be the plan I was supposed to have. The plan ended up being $15/month (with auto pay). Over the next few days, the ***s told me I could either pay full price to get my $5 line or would need to now pay $15 per month to get a partial discount. I was also promised a $100 credit if I purchase the watch but was never followed up with over several days. This bate and switch resulted in me returning the phone that I could not use with my current phone. The store refused to refund my sales tax and instead levied a restocking fee for a decide that was not compatible with my current phone. They did refund per account credit the excess restocking fee ($11) but they never returned the $33 from the sales tax I paid on the date of purchase. The uploaded document shows the $40 charge and $4 tax for the restocking fee. This should not have been charged for a product and service that did not work. That is predatory tactics to keep money from a long standing customer.
Business Response
Date: 06/19/2025

June 19, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23441295

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 9, 2025, regarding the account referenced in the above-mentioned file number.

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

After a thorough review, T-Mobile confirmed that the customer purchased a watch for use on their account. At the time of the purchase, ******** offered several promotional offers that our customers qualify for with an eligible rate plan. Our review found the account was not enrolled in an applicable promotional offer because our customer had not subscribed to an eligible rate plan.

Please be advised that customers returning equipment may be assessed a restocking fee at the time the return is processed. This fee is disclosed in both our Terms and Conditions and detailed in our Return Policy,which is displayed in our retail locations as well as online at ****************.

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 to our customer.

Our office contacted our customer on June 17, 2024, and advised them of the above information 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:06/08/2025
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 attempted to move my mobile phone service to T-Mobile more than 4 hours ago. It is still not working. I was just disconnected from tech support after holding for 54 minutes. They have yet to call back. This is the second time they have disconnected my call after waiting on hold. They did not call back even though I provided a number to call back on in case I was disconnected. This time the person I was speaking with was ****** I also tried to use the chat support, and they would not help. I spoke to ***, who allegedly transferred me tho his manager, **********, who allegedly transferred me to her manager *****. They refused to help. The original person I spoke to was ****** ***, who I could tel was trying hard, and was nice, but couldn't get me set up correctly and now here I am more than 4 hours later, no phone service, no one helping, no one caring. This has simply been one of the worst customer service experiences of my life, and it is my first day as a T-Mobile customer, so I can't imagine what it's like if a customer has already been signed up correctly.
Business Response
Date: 06/20/2025

June 20, 2025

FILED ELECTRONICALLY

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

Re:      Your File Number: 23440122

To Whom It May Concern:

T-Mobile *********(T-Mobile) is in receipt of your correspondence dated June 9, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, we have determined the customers concerns are pertaining to issues experienced porting their number to T-Mobile from another service provider, hold times and their customer service experience.

Porting is the process of transferring a phone number from one service provider to another. Customers initiate a port request by contacting their new provider and providing them the necessary information from their current provider. Once the new provider initiates the port request with the correct required information, the phone number is transferred to the new provider. Please be advised for a port-in to be completed, the account information given by the customer must match the information the other carrier has for the account. After a thorough review, T-Mobile records confirm that the customers phone number associated with the above-mentioned file number was ported into T-Mobile, and their service is working successfully.

Please note, calls are managed in the order they are received and hold times can vary based on call volume and staffing levels. 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 the customers recent contact with our ************* Team.

On June 10, 2025, our office contacted our customer regarding their concerns. We appreciate our customer for taking time to provide details of their customer service experiences and we value their feedback. Please be assured that the quality of service provided to our customers is of our utmost priority. 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: 07/02/2025

Complaint: 23440122

I am rejecting this response because: these issues are ongoing, and more have come up, so the customer service has actually gone from the worst ever to even worse, if that is possible, and I am still waiting on ******** to complete everything that needs to be done in order to set up my account correctly.

Sincerely,

****** ****
Business Response
Date: 07/09/2025

July 9, 2025

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated July 8, 2025, regarding the above-referenced account.

T-Mobile regrets any continued concerns ****** **** may have regarding their account, and we appreciate the opportunity to respond. **************** confirm that the above-mentioned account was activated via a port in on June 7, 2025, and is currently subscribed to our Experience Beyond 55 rate plan, for a monthly price of $90.00 per month, excluding taxes and fees. Please note, our office can confirm that ****** Kings account has been activated successfully, and the calls, texts messages, and data are working properly. In addition, T-Mobile can confirm that ****** **** has set up and is successfully utilizing our T-Life Application.

Please note, ****** Kings account was enrolled in AutoPay on June 10, 2025. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. Customers who set up AutoPay with an eligible method of payment may be eligible to receive a $5.00 discount per line of service, up to eight lines.

On June 29, 2025, ****** **** remitted payment in the amount of $41.67 via AutoPay which was returned to T-Mobile unpaid on July 1, 2025, due to an ineligible method of payment.

In ****** Kings correspondence to your office, they expressed continued concerns regarding their account. Upon speaking with ****** **** between July 3, 2025, and July 8, 2025, our office can confirm that ****** **** inquired about using their savings account as a method of payment for AutoPay. Please note, savings accounts generally cannot be used for T-Mobile AutoPay because of complications with banking protocols and payment processing systems. Many banks do not reliably distinguish between checking and savings accounts when processing automatic electronic payments, which can result in declined transactions if the system cannot confirm the account type or number. Additionally, withdrawal rules and limits for savings accounts can interfere with recurring payment processing. Due to these factors, T-Mobile may restrict certain savings accounts as eligible payment methods for *******, recommending customers use checking accounts, debit cards, or other approved options instead.

On July 8, 2025, we advised ****** **** of the above information. To amicably resolve this matter, our office applied a credit in the amount of $98.56 to the above-mentioned account for one month of service, updating the account to reflect a credit balance of $170.56.

It should also be known that customers without a traditional banking option, such as a bank account or debit card, can use T-Mobile MONEY to take advantage of a $5.00 per line discount that is offered with many rate plans that are also enrolled in AutoPay. To learn more about T-Mobile MONEY, customers may visit *****************************.

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 ****** Kings recent contact with our Executive Response Team. 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,

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

******** Melka
Executive Response

Customer Answer
Date: 07/09/2025

Complaint: 23440122

I am rejecting this response because: the information is inaccurate. When I ******* set up the auto pay I explicitly stated it was a Savings account...twice. She acknowledged that and did not provide any information that Savings accounts are not eligible. I use this savings account on every other auto payment I have without issue. When I tried to set up the autopayment on my own, the system explicitly asks if it is a customer savings account, business savings account, customer checking account, or business checking account, so the idea they can't differentiate between savings and checking accounts is preposterous. Further, she claims when a T-Mobile employee sets up an account, those options are not provided, which is either a lie or a serious issue with their systems. They have a system problem, and are ignoring it to the detriment of anyone who has the audacity to prefer a savings account to a checking account, and are refusing to do the appropriate system verification to get it working properly.

Sincerely,

****** ****
Business Response
Date: 07/17/2025

July 17, 2025

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated July 15, 2025, regarding the above-referenced account.

T-Mobile regrets any continued concerns ****** **** may have experienced, and we appreciate the opportunity to respond. Please note, The T-Life application gives our customers the ability to choose between checking and savings accounts for AutoPay as the self-service digital interface allows users to directly enter and specify their preferred account type, offering maximum flexibility and control. However, when AutoPay is set up by ************* over the phone or messaging, our *************s processes default to checking accounts to attempt to avoid failed payments and maintain compliance, rather than being a strict T-Mobile policy. If a customers savings account is not working for AutoPay via care setup, T-Mobile recommends they use the T-Life application or check with their financial institution to confirm their account 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 ****** Kings recent contact with our Executive Response Team.

T-Mobile contacted ****** **** via email on July 16, 2025, and advised them of the above information. We confirmed that ****** **** successfully set up AutoPay with their preferred method of payment via our T-Life application. 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: 07/17/2025

Complaint: 23440122

I am rejecting this response because: this response has so many lies and inaccuracies included T-Mobile should be embarrassed it was submitted to the BBB. As far as future communications from T-Mobile I am requesting an escalation, because in addition to the technical issues which have created this problem, and continue to be ignored, this individual is no longer a trustworthy agent for T-Mobile, and we need to engage her escalation person.
First, the statement in reference to the T-Life application is absurd. I provided the details of my experience with the T-Life application in my original complaint. I stated I used it and was given the option of selecting checking or savings account options, when the T-Mobile employee said there were no such options when she submitted my payment information only after the problem presented itself. It would appear she lied about submitting my savings account information originally, because now she is saying it was not possible for her to do it. This is unacceptable and needs to be addressed. I made it crystal clear when she set up the autopayment originally it was a savings account, not a checking account, twice as a matter of fact, and she assured me that is how she was submitting it. She has since blamed me for giving the wrong information, and my bank for not being able to process the transaction. Now she admits T-Mobile set it up wrong, but takes no responsibility for being the individual who set it up wrong. That is pathetic. If she can't set up a savings account why didn't she state that when I was trying to set up my savings account? It makes no logical sense, so it is obviously a lie.
Further, the statement that my preferred method of payment is set up is not just wrong, it is also a lie. I have made it abundantly clear I want my savings account set up. I have a checking account set up because I needed to pay after being threatened with late payment penalties, and service disruption if I didn't pay after she set up my autopayment wrong. Where is the accountability?
Finally, the T-Life application is not allowing me to set up a savings account, and this is a glitch, bug or programming issue on T-Mobile's side this individual refuses to escalate to the appropriate group inside of T-Mobile to get fixed. ******* processes autopayments from my savings account for every other autopayment I use, so the idea it can't be done by T-Mobile is ludicrous, and indeed another lie.
I simply want the correct technical and/or operations team members at ******** to get engaged and fix the issue, as this should never have been this difficult to get set up, and they continue to fall down in their lack of willingness to get the problem fixed.

Business Response
Date: 07/25/2025
July 25, 2025

FILED ELECTRONICALLY

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

            Re:      ****** ****
                        Your File No. 23440122
                        T-Mobile Account No. *********

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated July 22, 2025,regarding the above-referenced account.

T-Mobile regrets any continued concerns ****** **** may have experienced, and we appreciate the opportunity to respond. Starting July 17, 2025, through July 23, 2025, our office contacted ****** **** to address their ongoing concerns relating to the payment method they would like to use with our AutoPay feature. Additional investigation is necessary and as such we will continue to partner with ****** ****. 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,

T-MOBILE USA, INC.

***** ***********
Executive Response
Customer Answer
Date: 07/25/2025

Complaint: 23440122

I am rejecting this response because: the issue is not remedied. It is unconscionable to even ask to close the case prior to fixing the issue. They have admitted the issue requires more effort on their part, so there is no reason to close the case until they have actually fixed the problem.

Sincerely,

****** ****
Business Response
Date: 08/01/2025
August 1, 2025

FILED ELECTRONICALLY

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

            Re:      ****** ****
                        Your File No. 23440122
                        T-Mobile Account No. *********

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated July 31, 2025,regarding the above-referenced account.

T-Mobile regrets any continued concerns ****** **** may have experienced regarding AutoPay,and we appreciate the opportunity to respond. As previously referenced in our letter to your office dated July *******, the T-Life application gives our customers the ability to choose between checking and savings accounts for AutoPay as the self-service digital interface allows users to directly enter and specify their preferred account type. Moreover, when AutoPay is set up for customers by our ************* team, including our office, the AutoPay set up process defaults to a checking account to attempt to avoid failed payments and maintain compliance. If a customers savings account is not working for ******* via care setup,T-Mobile recommends customers use self-services via the T-Life app, ************ website, or check with their financial institution to confirm their account details and ensure there are no issues with the payment method itself.

On July 22, 2025,our office spoke with ****** **** again regarding continued AutoPay concerns. ****** **** informed us that they continue to experience an ongoing issue when they attempt to enroll the account to AutoPay with their savings account payment method through online self-services via the T-Life app and/or ************ website. Pursuant to ****** Kings request, we canceled the accounts enrollment to AutoPay on the same day, as they did not want the payment method set up with AutoPay at time for any upcoming AutoPay payments. Additionally, we engaged our engineering team and submitted a ticket regarding the issue with enrolling the account to AutoPay with a savings account via online self-services.

On August ******, our office corresponded with ****** **** by email and assured them that we have escalated the above ticket and their concerns related to the online AutoPay set up issue, to our engineering and leadership teams. ******** is committed to continue working with ****** **** to regarding the matter. 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: 08/01/2025

Complaint: 23440122

I am rejecting this response because: it contains several untrue claims, which has been par for the course throughout my engagement with their representatives. They continue to lie about the situation, and their handling of it. Second, by their own admission they have not fixed the issue, but claim to still be working on it, so closing the complaint at this point is premature, and I am confused as to why anyone would even ask to do so since they have specifically stated the issue remains and they're working on it.
As far as the false statements. They only found out a representative couldn't set up a savings account because of my complaint. They didn't even know that until this complaint was filed. As i have state multiple times, I specifically told their representative I had a savings account, and she confirmed it was set up as such. They are now admitting that was not even possible, so I was lied to, and to date there has been no accountability for that happening, nor the continued lying about it after the fact.
Further, I did not ask for the checking account to be removed. That happened during one of the interactions with the agent who refuses to listen and just wastes my time with each every interaction by ignoring the information I provide, asking the same questions, over and over, and ignoring my requests. Again, I believe the issue here is in their payment processing system, and have asked them several times to get someone from finance or payment processing engaged to verify this. They have yet to do so. I have made several requests to speak with the leadership team responsible for getting this fixed, but yet I've never heard from anyone. I set up the checking account to avoid late payment issues, so removing it was idiotic until the savings account issue is fixed, but this individual continually does things that make zero logical sense. I need to speak with leadership!!!
I have confirmed with my bank that all they need to do is submit my payment as a savings account with the routing and account numbers previously provided and it will work fine. It was rejected because it was set up as a checking account. They have written this letter to make it appear they told me that, but the fact is I told them that. Again, there is zero accountability for their mistakes, misunderstandings of their own systems, unwillingness to get leadership engaged, and absolutely no interest in customer support or satisfaction.
Finally, until there is an actual fix to the issue there is no reason to close the complaint...especially when they literally admit in their response the issue isn't fixed.

Sincerely,

****** ****
Business Response
Date: 08/12/2025

August 12, 2025

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated August 7, 2025, regarding the above-referenced account.

T-Mobile regrets any continued concerns ****** **** may have experienced regarding AutoPay, and we appreciate the opportunity to respond. 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 ****** Kings recent contacts with our Executive Response Team.

On June 10, 2025, our office spoke with ****** **** regarding concerns related to their account. In addition, we enrolled the account to AutoPay for ****** **** with a bank account payment method, pursuant to their request. Upon review of the above contact, we found no records to indicate that ****** **** informed us of an online account issue, that we discussed concerns related to using a savings account payment method with AutoPay, or that there were any issues or errors related to the accounts enrollment to AutoPay on or around June 10, 2025.

As previously referenced in our letter to your office dated August 1, 2025, our office spoke with ****** **** regarding continued AutoPay concerns on July 22, 2025. ****** **** informed us that they wanted to use a savings account instead of a checking account as their AutoPay payment method; however, they were experiencing an ongoing issue when they attempted to do so using online self-services via the T-Life app and/or ************ website. As such, we engaged our engineering team and submitted a ticket regarding the online issue with enrolling the account to ******* with a savings account via online self-services. It should be noted that we have verified that the above-mentioned online issue that ****** **** is experiencing is related to the inability to set up AutoPay with any type of bank account payment method using self-services, and the issue is not specifically related to their savings account.

In addition, we canceled the accounts enrollment to AutoPay on the same day, which was associated with a checking account payment method at that time, so that ****** **** could re-enroll the account to ******* with their desired savings account payment method once the above-mentioned online self-service issue was resolved. Further, we assured ****** **** that we would apply a credit to the account for any late fees incurred and for any missed AutoPay monthly discount credits that are not applied to the account during the time the account is not enrolled to ******* and during the time needed to resolve their online AutoPay issue. Please note, ******* can be enrolled with only one payment method at once, and ****** **** may re-enroll the account to AutoPay again using a different payment method, such as a debit card, at their convenience, and to avoid any additional billing concerns until this matter is resolved. We regret any misunderstanding and inconvenience that this experience may have caused ****** ****.

It should be noted that ****** Kings billing cycle runs from the 8th of one month through the 7th of the next month, and those charges are then due on or around the 28th. The billing statement dated August 8, 2025, reflected a balance owed of $22.78 which is due on August 28, 2025, and consisted of a credit balance of $73.89 and new monthly service charges, and applicable taxes and fees totaling $96.67. Please note, this billing statement did not include a late fee as the account did not reflect a past due balance. In addition, this billing statement did not include the AutoPay monthly discount, as the account was not enrolled to AutoPay with an eligible payment method when the bill generated.

On August 8, 2025, our office corresponded with ****** **** by email again and assured them that our leadership team is aware of their concerns, and that we have escalated the online AutoPay set up issue to our engineering team, as well as to our leadership team. In addition, we informed ****** **** that our engineering team requested that they submit an online report using the T-Life app, and include screenshots of the issue, if possible, which can assist with the ticket and escalation to resolve their online AutoPay set up issue. Moreover, we provided ****** **** with instructions on how to submit the online report using the T-Life app; however, they have not responded to us or confirmed that they have completed the above report.

Further, on August 11, 2025, we applied a one-time credit of $5.00 to the account for the AutoPay monthly discount that was not applied on the billing statement above, which reduced the account balance to $17.78. Moving forward, we will continue to work with ****** **** to resolve their concerns related to this matter. T-Mobile regrets any continued 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,

T-MOBILE USA, INC.

**** McCanna
Executive Response
Customer Answer
Date: 08/12/2025

Complaint: 23440122

I am rejecting this response because: it is so full of lies and inaccuracies T-Mobile should be embarrassed that it was written. I have provided detailed information that disputes the claims in this response, and the fact they're now lying about what happened is disgusting. My issues started with T-Mobile not being able to get my line set up correctly. As a result of my complaint about their awful customer service during that fiasco I happened to be speaking with the original person who responded to my complaint when I mentioned their website was providing me the ability to sign up for autopay. She offered to set it up. She did not say she could not set up autopay in a savings account. They have now admitted she couldn't, but are claiming in this letter there wasn't a payment issue? The original payment was not completed because it had my savings account numbers, but was listed as a checking account, so the bank could not process the payment. I have confirmed this with my bank, and ***orted it to T-Mobile no less than 5 times. They continually ignore these facts and claim they want to fix the issue, but never do. They ask me to try again, but when I asked what steps have been taken to fix they issue they ignore the question, and when I try again, the exact same issues happen. It is my opinion, due to the fact they set up the account originally as a checking account, when it should have been set up as a savings account, which I did verbally confirm with the original *** twice, their system has locked my account number from being used. I, of course, cannot be sure this is the issue, but it is just a common sense idea that they refuse to verify, which of course makes me think it's the issue at hand. Again, during the original set up I stated it was a savings account, T-Mobile claims to accept savgins accounts, I use this savings account for every other autopayment I have, without issue. IT IS NOT MY ACCOUNT! Prior to ending the call where my autopay was set up, I confirmed before ending the call it was set up as a savings accounts. The ***resentative assured me it was set up as a savings account. We now know that is a lie, because that ***resentative and the following ***resentative have stated they cannot set up savings accounts even through customers can. This is ridiculous. I asked to speak with a supervisor on several, or the people directly engaged with the issues at, as well as an owner of the case opened on my behalf, or the owner of the process that is broken, and although I have been told I could that has never happened. I just get passed around between customer service ***s who have no idea what they're talking as can be proven by the fact I was told my savings account was set up when they later admit it wasn't possible for them to set it up. The next step is obvious. Get me connected with a leader who owns the issues in their payment and IT systems, so we can get the issue solved, not just for me, but for the multitude of T-Mobile customers affected by this issue. There is no issue with my account. There is no issue with my bank. There is no issue outside of T-Mobile, and they refuse to get the correct people engaged to fix the problem.

Sincerely,

****** ****
Business Response
Date: 08/23/2025

August 23, 2025

FILED ELECTRONICALLY

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

            RE:      ****** ****
                        Your File No. 23440122
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 21, 2025,regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any continued concerns ****** **** may be experiencing regarding AutoPay. Please be advised that the account is currently enrolled in ******* via Apple Pay.

On August 21, 2025,T-Mobile confirmed that ****** **** is not able to add a bank account online at ****************** or via the T-Life app. As such, a ticket was filed with our engineering team to address this.

While our system does allow for bank accounts to be added for *******, please know we are not able to distinguish between checking and savings accounts during setup. We regret any inconvenience this limitation may have caused and truly appreciate their understanding. As mentioned previously, customers are able to enroll in AutoPay with options like a debit card, credit card, Apple Pay, or ****** Pay. However, to qualify for the monthly AutoPay credit, enrollment must be completed with a debit card or checking account.

Our office corresponded with ****** **** on August 21, 2025. Pursuant to ****** Kings request, management personnel from *************************** will continue reaching out to them to ensure their concerns are addressed. 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,

T-MOBILE USA, INC.

****** *******
Executive Response
Customer Answer
Date: 08/23/2025

Complaint: 23440122

I am rejecting this response because it does not represent the facts of my interaction with T-Mobile. This individual is lying. He has claimed they cannot differentiate between checking and savings account. That is lie. There site provides the option to choose a checking or savings account. The previous people have admitted that in their correspondence through the BBB. so it should be noted this individual is lying. The issue here is a technical issue preventing them from setting up a savings account properly, which they have admitted is the problem and what has been escalated in their previous correspondence through the BBB. Yet another lie. Why is T-Mobile allowed to contradict itself in its correspondence through the BBB without the BBB noting that they are not truthful? Why do I even have to respond to the constant lies being provided by the people engaged with the BBB? The BBB should call out those lies themselves, and state to T-Mobile you're contradicting yourself with the information you've previously sent, so there isn't a reason that the complainant should even respond to this untruthful response. I have now been promised a discussion with someone in their leadership, for a second time, so there is absolutely no reason to close this case until that conversation happens. I am trying to set up my Autopay via a savings account. The Autopay I have set up through Apple Pay is simply a stop gap to pay the bill until they fix their issue, so again, it by no means is a reason to close this case. The ineptitude of the three different people who have made responses via the BBB should be put on file for their lying, untruthful statements, and constant requests to close the case prior to fixing problems. The goal should be to fix the customer problem, not get the case closed, and they are failing on every level possible.

Sincerely,

****** ****
Business Response
Date: 09/05/2025

September 5, 2025

FILED ELECTRONICALLY

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

RE:****** ****
Your File No. ********
T-Mobile Account No. *********

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated September 3, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any continued concerns ****** **** may have experienced regarding their account, and we appreciate the opportunity to respond. As indicated in our previous response, the above account is enrolled in our **************** with Apple Pay as the payment method. Please note, AutoPay allowed customers to set up automatic payments using a variety of stored payment methods, such as Apple Pay, a debit or credit card, or a stored bank account. Regrettably, however, T-Mobile has confirmed that ****** **** is not currently eligible to add their bank account as a stored payment method.

On August 27, 2025, *************************** contacted ****** **** and advised that their bank account, was listed on the negative file, preventing it from being added to their account as a stored payment method. T-Mobile advised ****** **** that to resolve this matter, an official letter from their financial institution was required, confirming that the negative status has been cleared.

The letter from ****** ***** bank should provide written confirmation that the hold on their account has been released and that their account is active, valid, and in good standing. This documentation can then be submitted through our secure web portal at ********************** payment. Please note, *************************** sent ****** **** an email outlining the exact requirements and the submission process to help facilitate a prompt resolution.

Once the letter is received ****** **** may contact *************************** for further assistance. Please note that as of September 4, 2025, we have not received the documentation requested. 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,

T-MOBILE ************

****** Ramirez
Executive Response

Customer Answer
Date: 09/12/2025

Complaint: 23440122

I am rejecting this response because it is once again filled with incorrect information. The reason the payment was rejected was because a T-Mobile employee entered the account information incorrectly They claimed to have submitted my account as a savings account, but it was submitted as a checking account. When she set it up I confirmed with her twice that she set it up as a savings account. She confirmed twice she did. T-Mobile now claims it's not possible for an employee to set up an auto-payment account as a savings account, so when their employee told me they had they lied. I suggested they issue they are now confirming was the issue in my originally complaint to the BBB, as well as several times since, and of course immediately upon trying to get this issue remedied with T-Mobile. They told me that escalated and that was not the issue they are now admitting it is. They lied again. Now they want me to fix their problem with a letter from my bank, which I am working on getting, but the issue is not fixed, they have been more than difficult to work with, and have lied repeatedly throughout the process. The issue will not be fixed until they fix it, and forcing me to get a letter from my bank stating something that never happened is true is simply more pointing the finger away from themselves from their original and continued incompetence. Why do they refuse to accept accountability for their errors and repeated lies? There is no reason to even ask me to close this case until the issue is remedied, and it is not yet. Who is to say that once the letter is submitted, which I'm hoping to do today, that they will do anything different than they have done so far...which is nothing.

Sincerely,

****** ****
Business Response
Date: 09/19/2025
September 19, 2025

FILED ELECTRONICALLY

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

            RE:      ****** ****
                        Your File No. 23440122
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated September 15, 2025,regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any continued concerns ****** **** may have experienced regarding their account,and we appreciate the opportunity to respond. As indicated in our previous response, ****** ***** bank account was listed on the negative file, preventing it from being added to their account as a stored payment method. To resolve this matter, an official letter from their financial institution is required,confirming that the negative status has been cleared.

The letter from ****** ***** bank should provide written confirmation that the hold on their account has been released and that their account is active, valid, and in good standing. This documentation can then be submitted through our secure web portal at ********************** payment. Please note, *************************** sent ****** **** an email outlining the exact requirements and the submission process to help facilitate a prompt resolution. Once the letter is received ****** **** may contact T-Mobiles **************** for further assistance.

On September 12, 2025, a member of our offices leadership team contacted ****** ****. As gesture of goodwill, credits totaling $318.50 were applied to ****** ***** account, which then reflected a credit balance of $197.00. ********** will continue to work with ****** **** while we wait to receive the
documentation requested. 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,

T-MOBILE USA, INC.

****** *******
Executive Response
Customer Answer
Date: 09/19/2025

Complaint: 23440122

I am rejecting this response because: the issue is not remedied yet, and quite honestly I'm confused as to why anyone would think this complaint should be closed until the issue is fixed. Further, the reason my account was in their negative file is because their employee made a mistake when she entered it into their system. This has been admitted to by previous T-Mobile employees, so I'm confused why they continue to lie about it I have submitted the requested letter, and am waiting on the remedy, so again, until that remedy is complete there is no reason to close the complaint. Had the T-Mobile employee known how their system worked, and not lied to me, when she entered my account information we would not be in this situation. Further, they have lied on multiple occasions to me, and to the BBB in their responses, so again, there is no reason to close the complaint until they fix the issue. My account being in their "negative" file was not only their fault, I have actually stated I believe that what is what happened since my original request for support. They assured me that was not the case, another lie. I have listed that as my belief as to the issue in my responses to the BBB, so it is in writing and on record. They know this, hence why they're providing credits while the issue is being fixed, but again, there is no reason to close the complaint until the issue is fixed, and I would truly appreciate not being asked to close this complaint again until the issue is remedied.

Sincerely,

****** ****
Initial Complaint
Date:06/07/2025
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 am writing to request your help in escalating a matter to the appropriate senior representatives at ******** who can understand my situation and assist in finding a solution. I am not necessarily filing a complaint, but rather seeking support to resolve a longstanding service issue that has now become urgent.I have been a loyal Sprint customer for over 24 years. Since ********************** was acquired by ********, I have continued my service with them. I am now moving back to my former residencemy brownstonewhere I lived for 10 years. During that time, Sprint provided me with an Airwave antenna at no charge due to the complete lack of cellular service in that location. The device allowed me to make phone calls and access emergency services such as 911.I am moving back to that home in less than two weeks, and I have been trying to speak with someone at T-Mobile to request a similar solution. Unfortunately, customer service continues to direct me to rely on Wi-Fi calling or Starlink, which only supports text messages. That is not acceptable, as I need full phone service at my home, including the ability to make and receive calls and access emergency services.Despite my efforts, I have not been able to get any meaningful support or escalation on this issue. I am requesting that someone from T-Mobile contact me directly to discuss what antenna or alternative equipment can be shipped to me, free of charge, so that I can have reliable cellular service at my residence.Thank you in advance for your time and support in resolving this matter.
Business Response
Date: 06/20/2025

June 20, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23439576

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated June 7, 2025, regarding the account referenced in the above-mentioned file number.

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

Please note, 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 **************** 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 the customers account and based on the coverage map, confirms their account address is in an excellent coverage area with no known issues.

Please be advised that T-Mobile no longer offers in-home coverage solutions like a Signal Booster or Cellspot device, as such we recommend our customer take advantage of Wi-Fi Calling or Starlink, where available.

On June 11, 2025, our office spoke with our customer and apprised them of the above-mentioned information, and we confirmed with them that their coverage since their move has been working to their satisfaction, with no new raised concerns. As such it remains T-Mobiles position their services are working as expected. T-Mobile regrets any inconvenience to 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: 06/23/2025

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,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Sprint Now Part of T-Mobile is NOT a BBB Accredited Business.