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 Find Local Branches.

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• 

  Sprint Now Part of T-Mobile

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  Sprint Now Part of T-Mobile

  6391 Sprint Parkway Overland Park, KS 66251

• 

  Sprint Now Part of T-Mobile

  2506 Crossing Cir Ste C Traverse City, MI 49684-7955

• 

  Sprint Now Part of T-Mobile

  510 S Clinton St Grand Ledge, MI 48837-2296

• 

  Sprint Now Part of T-Mobile

  1886 14th Ave Vero Beach, FL 32960-0620

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:06/04/2025

  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 booked a flight on May 26th using T-Mobile Travel (**********************************************). I tried to purchase an airline ticket on ***************** (**) from ******* ORD to ************* SFO departing on July 5 and returning July 18. Having completed all the relevant fields I submitted my ticket request and got a message back that the transaction had failed to go through. So I filled out the exact same information again (except my first return flight time wasn't available at 1:30 pm so I booked a 2:30 pm flight instead). Then at 12:07 am on May 27, I received two confirmation emails for two separate tickets for the same person. I called T-Mobile at 611 immediately. T-Mobile apparently has no way to communicate with T-Mobile Travel and the only way anyone can communicate with T-Mobile Travel is through their website chat function. I have spent over a week trying to figure out if I have one or two plane tickets to *** on AA. T-Mobile Travel tried to call me with an unidentified number, and when they couldn't reach me they called a friend who is an additional driver on a separate transaction altogether! Regardless, I've spent over 8 hours on chat and phone calls (when T-Mobile decides it can use its phones to call out, but never in). I still have no answers. I called American within the 24-hour ***** period and they told me there was only one ticket, but where is my refund? And why do I have to call the airline if ******** is ticketing the flight? Today I received an email from ** asking me to explain my refund request. Tonight, via chat, I got a promise that someone would call me. But the agent would not tell me her full name, her title, or her supervisor's name (none of the agents will). I want a free ticket either for this trip or another one in the future for T-Mobile's deplorable customer service (a phone company that doesn't allow their employees to make or answer calls) and the time it's taken me to resolve what should have been a simple reverse of charges. Help!

  Business Response

  Date: 06/13/2025

   
  
  June 13, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:Your File Number: 23416713
  
  To Whom It May Concern:
   
  *****************. (T-Mobile) is in receipt of your correspondence dated June 4, 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 refund from a T-Mobile Travel booking. 
  
  After a thorough review, T-Mobile confirmed the customer booked their car rental through T-Mobile Travel.  Please be advised, refunds related to rental car reservations are subject to the terms of the individual rental car supplier.  Additionally, should the customer have any concerns about T-Mobile Travels refund process, they may log in to T-Mobile Travel and use the Agent Chat icon for real-time support.  
  
  On June 6, 2024, our office contacted the customer and provided them with an amicable resolution.  Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.  
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  ******************
  
  
  ******** ****
  Executive Response
  
  

  Customer Answer

  Date: 06/13/2025

   
  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. In addition, I want to thank you for advocating for me and your help in handling this dispute. The only part of T-Mobile's response I wish to clarify is that my complaint was for being double charged for an airline ticket, not a car rental, which indeed I had also booked through T-Mobile Travel without incident. Thanks again. I truly could not have done this without you.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/04/2025

  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 a line on 03/13/25 to T-mobile to take advantage of their "Keep and Switch" promotion which is supposed to pay up to $800 for paying off a device from another carrier and switching it to T-mobile. This is supposed to be paid after 15 days in the form of a prepaid debit card. I submitted all of the required proof, and switched the line correctly as laid out in T-mobiles guidelines at ********************. Initially, I got a confirmation that the rebate was approved and that my $800 was on the way. Then after months of not hearing anything, I went to check on the status and it says denied. I contacted T-mobile support via ******** who informed me that it was incorrectly denied and that they would re-submit the rebate. Then it was denied again for being "previously paid out" even though it was not, I haven't received anything and it shows as denied on my end. They re-submitted it AGAIN and asked me to wait 15 days to get the card. Once again after just a few days it was denied. I contacted T-mobile care for the 3rd time and they again said they resubmitted it and have asked me to wait FOURTY FIVE days this time. The rebate was originally supposed to take 15 days and its already over 60+ days, and they are asking me to wait an additional 45 days to fix a mistake that THEY have made and are responsible for.

  Business Response

  Date: 06/13/2025

  June 13, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23416712
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 4, 2025, regarding the account referenced in the above-mentioned file number.
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to the Keep and Switch promotion.
  
  After a thorough review,our records reflect that the customers voice line was originally ported to T-Mobile on September 14, 2020, and at that time it was approved for the Keep and Switch promotion. On November 13, 2020, the voice line was cancelled as the customer ported it to another service provider.  On March 13, 2025, the customer ported the aforementioned line to T-Mobile and submitted for the Keep and Switch promotion. Regrettably,the submission was declined as our rebate team indicated that the line had previously received the Keep and Switch promotion. 
  
  T-Mobile contacted the customer on June 9, 2025, and we provided an amicable resolution. Furthermore,we provided them our contact information should they have any additional questions regarding this matter. T-Mobile appreciates our customers feedback over their experience and will use it to help enhance future interactions between T-Mobile and our customers. We regret any inconvenience to the customer. 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
  
  *****************
  
  ***** *****
  Executive Response
  

  Customer Answer

  Date: 06/13/2025

   
  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:06/04/2025

  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 receiving my receipt, I received multiple emails from T-Mobile Business that my T-Mobile ID was ready, my order was shipped and I would be able to activate at that time I receive the phones.I had to call ************* and was told although, my T-Mobile ID is connected to the 2 Business lines, my personal T-Mobile account was linked to the T-Mobile ID that was sent for my Business account.I was told I would need to verify my Identity and that the lines were cancelled. This is unacceptable. As ********, approved the 2 business lines, took my payment for the 2 Iphones, and sent a T-Mobile ID for the Business account.Why and How could a Business Account T-Mobile ID ever be linked to a personal account? T-Mobile Business acted unethically in my case. To say, my Business lines were cancelled and that in order to activate I would have to verify my identity is unacceptable. It should have been done within a day over the phone. This was T-Mobiles error not mine.

  Business Response

  Date: 06/13/2025

  June 13, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23416711
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 4, 2025, regarding the account referenced in the above-mentioned file number.
  
  Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts.  Investigation of this issue has confirmed that the customer is not an authorized user on the account which is associated with the mobile number they provided. The account holder of record may add the customer to the account by contacting T-Mobile ************* at **************.  Additionally, the account holder or one of the authorized users on the account may contact me at the number below to discuss this matter further.  T-Mobile regrets any inconvenience to the customer.
  
  Furthermore, we provided them with our contact information should they have any additional questions regarding this matter. 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
  
  *****************
  
  
  ******** *******
  Executive Response

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23416711
  
  I am rejecting this response because: After going into a ******** store, I did get the 2 business lines activated.
  However, I still do not have a Business TMOBILE ID to set up my business online account. 
  The ******************** ID that was assigned to me is linked to my husband's personal TMOBILE account.  
  The 2 business lines are not in my business name "***********************" and should be.  
   As of today, the phone number on the caller ID reads "********" and should be "***********************".
  After checking my balance, which is not the agreed amount I owe 1375 due on July 18th.  
  There are definitely, issues that need to be addressed. 
  
  Please see attachments:
  
  Order receipt
  EIP Agreement with TMOBILE
  Account number
  

  
  

  
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 07/10/2025

  July 10, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
              Re:      ***** ********
                          T-Mobile Account Holder J ********
                          Your File No. 23416711
                          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.  Please be advised that T-Mobile records indicate the account holder of record is J ********, and ***** ******** has been designated as an authorized user of the account. Please be advised we have made attempts to contact ***** ********,which have proven unsuccessful.
  
  T-Mobile regrets any concerns ***** ******** may have regarding the account, and we appreciate the opportunity to respond to this matter.  Please be advised that ***** ******** is not an authorized user on the individual account referenced in our previous response to your office.  However they are an authorized user on the business account referenced within this letter.
  
  T-Mobile records indicate that the account was activated service on May 28, 2025, and subscribed to T-Mobiles Business Experience Beyond rate plan billed at the monthly rate of $180.00 for two lines ending in 8316 and 8317.  In addition, our Equipment Installment Plan (***) was used with the purchase of an Apple iPhone 16 handset. Accordingly, a down payment in the amount of $347.43 was remitted and a series of ************************** the amount of $24.12 were agreed to.  Furthermore, *** was used to purchase an Apple iPhone 15 for line 8317. Accordingly, a down payment in the amount of $347.43 was remitted and a series of ************************** the amount of $24.12 were agreed to.
  
  On May 28, 2025, T-Mobile cancelled the account as our **************** team identified a discrepancy on the account.  To resolve the discrepancy, specific documentation was required. Please be advised if a customer has an open Equipment Installment Plan (***) and the account is canceled, any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement.  This information is disclosed within the *** agreement provided at the time of purchase.
  
  On June 10, 2025, the account was restored, and the mobile phone numbers were changed from 8316 to 0823 and 8317 to 0826.  The billing statement dated June 27, 2025, reflected a balance of $1,374.17 which consisted of rate plan charges, accelerated equipment charges, and features.  On July 8, 2025, a credit of $1,200.00 was applied to the account, reducing the balance owed to $174.17 and the ***s were reinstated.
  
  Please note that the account is a sole proprietorship account that is a business account type where the business is owned and operated by a single individual, and the account is established using the owners Social Security Number rather than a separate business tax identification number. The account is under the name of the individual, who is personally liable for the account, and may reflect the business name as well. Should ***** ******** wish to have the name changed, they will need to visit a T-Mobile store with proper identification for assistance.
  
  Additionally, ***** ******** account can set up or manage their T-Mobile ID using the T-Life app, which allows them to access and manage their account digitally under their individual account information.  Furthermore, ***** ******** can utilize the self-service options to change their caller id.
  
  T-Mobile would like an opportunity to speak with ***** ******** to ensure their concerns are completely resolved.  We invite ***** ******** to contact our office directly at the number listed below.  T-Mobile regrets any inconvenience J ******** may have experienced.
  
  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

• Initial Complaint

  Date:06/03/2025

  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 made a bill payment spoke with the online **** more then once even the manager with ******** they lost my payment, I filed out the paperwork they asked for number of times sent **** with screen shots that showed date there info that it was paid. The very first rep who I called to help me with payment ended up walking me threw the online way because the phone way keep going to my moms card I'm also a authorized user on the account never paid it this way before. He told me it would avoid the 10$ fee if they do it, Before he got off the phone he checked to make sure it was there. 3 days later my mother is getting text that the bill has not been paid when she was right there when I prid it. so I called ask them what happen to my payment they take a look tells me she sees I called in & they walked me threw but payment its missing I need to fill out paper work send **** which I did a bunch of time they keep asking for the same thing by the time I got off the phone it was agreed that my payment was in ************* phone wouldn't be cut off cause they see its paid they just have to find out what happened they asked me the card I used they research & reach out Wednesday the 4th of June well I found out they cut me off before that because I was messing messages my mom tried to make call from her phone so I called & talk to someone who gave me a run around I explained my situation to them told them they have my payment &what was agreed upon turn phone back on she looked at the account saw it but wouldn't do anything told me to make a payment arrangement & to fill out the same papers I filled out a bunch of times did a payment arranged before which they still took my money after saying they wouldn't so I told them no I don't agree to pay more on a certain day I know how it works tun my phone on let me speak to manager she did not till I asked over& over they gave me no help getting my phone back on said follow up is Tuesday when i was told Wednesday & have no phone.

  Business Response

  Date: 06/13/2025

   
  
  June 13, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:Your File Number: 23414411
  
  To Whom It May Concern:
   
  *****************. (T-Mobile) is in receipt of your correspondence dated June 4, 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 missing payment. 
  
  After a thorough review, T-Mobile confirmed that the payment was not posted to the account. 
  Our review found the investigation initiated by the customer was not completed due to incomplete documentation.  As the account remained past due, the account was suspended for non-payment.
  
  T-Mobile contacted the customer on June 6, 2025, and addressed their concerns.  T-Mobile was able to reach an amicable resolution with our customer.  Additionally, we provided them our contact information should they have any additional questions regarding this matter.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  ******************
  
  
  ***** *****
  Executive Response
  
  

• Initial Complaint

  Date:06/03/2025

  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.

  June 3, 2025 Order #*********-00 T-Mobile Affiliate - Assurance Wireless!The T-Mobile/Assurance Wireless phone does not work, and they demand that unsuspecting subscribers pay the full cost of return shipping plus a 50% restocking fee. I'm a 76-year-old retired man on disability and food assistance programs from the state of ********. (This is B.S.)They've provided three telephone numbers, but none offer answers regarding product returns; only an email and a website that outline an unconscionable return ********* citizens need to demand justice in a class action lawsuit against illicit scammers like this? USMC **** (Ret) ********* [*******/***********]

  Business Response

  Date: 06/13/2025

  
  June 13, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:          Your File Number: ********
  
  To Whom It May Concern:
  
  ******************(T-Mobile) is in receipt of your correspondence dated June 3, 2025, regarding the account referenced in the above-mentioned file number.
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter.  In reviewing this matter, the customers concerns are pertaining a device purchased through a third-party vendor.  The customer activated an ********************** account. 
  
  Please note Assurance Wireless no longer offers free devices.  However, our customers can purchase once using the Quality One Program, a third-party vendor, which provides the option to purchase or finance devices by contacting them at *****************************************************; Our customers also have the option to Bring Your Own Device, (BYOD).  BYOD devices must be unlocked by the original carrier or original equipment manufacturer and be compatible with the network for them to be used with Assurance Wireless on T-Mobile's network.  Some Assurance Wireless services may not be available or may require additional set-up to function properly.  ************* can assist our Customers with the device activation process at any time. 
  
  Upon reaching the customer on June 9, 2025, they advised they did not know the name of the third-party vendor.  We recommended the customer review their receipt, email messages, text messages, and financial statement,to see if they could find the name of the third-party vendor and contact them.  We also advised if they have a BYOD device,we can assist in activating the device on the account.  Additionally, we provided them our contact information should they have any additional questions regarding their Assurance Wireless account.   
  
  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:06/03/2025

  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.

  In January 2024 I filed a complaint against Sprint T-Mobile because they had failed to provide credits on my account for a trade in phone. Executive staff of ******** contacted me and gave me a credit on my account as well as promised that my service would never be greater than $30 per month for unlimited everything. I was previously a long time Sprint customer and was grandfathered into T-Mobile. I paid $28.32 per month as was promised until July of 2024 where my bill went up from $28.32 to $45.38 with no explanation. Now that all credits have rolled off I am being charged $52.38 per month for service. This is not what was promised nor what was agreed upon. All other carriers are offering unlimited everything services for $30 per month. It appears at least on the surface that even though T-Mobile gave me the credits they are trying to recoup those savings by charging a higher plan fee than what was promised. These increases have me paying an additional $300 per year more which is equivalent to the original credit. Very deceitful!!!! I am seeking a billing adjustment equivalent to bring my account down to the $28.32 per month that was originally promised.

  Business Response

  Date: 06/13/2025

   
  
  June 13, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:Your File Number: 23413435
  
  To Whom It May Concern:
   
  *****************. (T-Mobile) is in receipt of your correspondence dated June 3, 2025, regarding the account referenced in the above-mentioned file number. 
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to their Monthly Recurring Charges (MRC). 
  
  Our records reflect that the customer was migrated to T-Mobile service for a rate of $50.00 plus taxes, for one voice line.  Further records indicate that the customer took advantage of our Equipment Installment Plan (EIP) offering by purchasing a handset for use with service. However, due to incompatible rate plan, the device did not qualify for Recurring Device Credits (RDC) associated with a device promotional offer.  
  
  Therefore, ************* added a promotional credit to the account in the amount of $22.00 per month for a total of 24 months to satisfy the missing promotional offer.  Our records confirm that our customer called into T-Mobile requesting additional adjustments for the missing device promotion.  Further records confirm that an adjustment was applied to the account to complete the value of the promotional offer.  However, this credit was not offered to reduce the cost of service. 
  
  Our office contacted the customer on June 4, 2025, and advised that the monthly charges are accurate and that we respectfully decline to add further credits.  The customer advised that they were not pleased and would seek a new carrier.  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
  
  

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23413435
  
  I am rejecting this response because: They as they stated are migrating away from the plans and they are also no longer giving loyalty discounts to offset. I explained this to the agent and it fell upon deaf ears. I am a senior citizen who has been loyal to Sprint for over 20 years. I should not have to grovel to get a decent plan. Everyone else is locking into 3-5 year price agreements for $30 unlimited everything. Why pay $20 extra for the same to T-Mobile? The only reasonable or rationale explanation there could be is T-Mobile is attemtimp to offset the 24 month discounts already provided. If they dont value my service then GOODBYE!
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:06/03/2025

  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.

  teen mobile scams customers out of their money, I was a ****************** customer for over 15 yrs prior and never had issues t-mobile will constantly charge you and once you make a payment 3 days later they are asking for for more money or they will threaten to disconnect your service, they constantly turn off you phone and then turn around and charge $20 per line for reconnection fee this cannot be right, customer service is horrible they will not assist you

  Business Response

  Date: 06/12/2025

  June 12, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:Your File Number: 23412762
  
  To Whom It May Concern:
   
  ****************** (T-Mobile) is in receipt of your correspondence dated June 3, 2025, regarding the account referenced in the above-mentioned file number. 
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to frustration with service disconnection and restore fees. 
  
  Please be advised that pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date.  Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response or with our ************* or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip. As stated in our policy, if we suspend a customers service and then later reinstate it, a fee may be assessed a $20.00 restore from suspension fee per line of service, up to three lines.   
  
  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 the customers recent contact with our ************* Team.
  
  On June 9, 2025, our office spoke to the customer and addressed their concerns. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.  T-Mobile regrets any inconvenience to the customer. 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  ******************
  
  
  ******** *******
  Executive Response
  
  

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23412762
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:06/03/2025

  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 am turning to you for only one reason: I know that your company is a parent company for the free service, Assurance Wireless. I turned to them when I was in a truly desperate situation with a cellphone that became dysfunctional, and I was finding no help at all in restoring it. I had four companies involved in the disaster, but none were offering any help, even though the phone was not even two months with me, so it was a new phone definitely under warranty. I ultimately was able to get it restored, so now it's working with no problems. I would have gladly considered Assurance Wireless; I had been with them in the past. However, in the past, the problem with communication with the staff there was difficult, the phones that were given to me were total trash, and I reached the conclusion that the saying "when it's free, you get what you pay for" was definitely true for Assurance Wireless. Signing up with them again was a sign of how desperate I was; I am 73 years old with disabilities, and to be with no operating phone at all was a major risk. However, even though the crisis lasted for more than two weeks, I was able to get it back to functioning without problems, but Assurance Wireless seems to offer nothing more than periodic email messages that say: "Your order's been delayed, but hang tight." Hang tight, yes -- from the nearest tree, I suppose! Enough is enough; tell them to cancel my application. I suffered through three marriages; the Talmud says I will never see Hell!!!

  Business Response

  Date: 06/06/2025

  
  June 6, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  ************************
  
  Re:      Your File 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 3, 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 a device that was not working and a replacement device that was not received. 
  
  After a thorough review T-Mobile confirmed that on May 21, 2025, the customer signed up for ********************** service.  An account was waiting to be fully activated for the customer once they receive the ** Optimus device that was shipped to them. However, the account was not activated as the customer advised they never received the ** Optimus device. 
  
  We reached out to the customer to advise that they were able to contact the warehouse *** directly for the shipment of their replacement device.  However, upon speaking with the customer,they advised that they wanted to cancel the service as they subscribed with a new **************** provider.  
  
  Please be assured that T-Mobile strives to provide world-class service to all our customers on each and every contact.  We also make every effort to assist with the device and provide 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 Customer Care.
  
  To resolve this matter, on June 5, 2025, we canceled the account per the customers request.  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,
  
  METRO BY T-MOBILE
  
  ***** *******
  Executive Response
  

• Initial Complaint

  Date:06/02/2025

  Type:Product 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 added a line to my plan. The sales *** included additional insurance and products. I was unaware she was adding anything to my account. I did not approve of the additional insurance or products.

  Business Response

  Date: 06/13/2025

   
  
  June 13, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re: Your File Number: 23409376
  
  To Whom It May Concern:
   
  *****************. (T-Mobile) is in receipt of your correspondence dated June 3, 2025, regarding the account referenced in the above-mentioned file number. 
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to our optional insurance feature and handset accessories added at the time of a new line activation. 
  
  After a thorough review of our customers account, T-Mobile confirmed at the time of activation and purchase of a new handset, our optional Protection 360 insurance feature was added to the account.  Additionally, multiple handset accessories were purchased. 
  
  On June 4, 2025, T-Mobile contacted our customer and confirmed that the Protection 360 insurance feature was recently removed.  We are pleased to report we reached 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: 06/13/2025

   
  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:06/02/2025

  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 had a T-Mobile business salesman enter my business and decided to give him a chance to set up 4 business Wi-Fi accounts and 2 cell phone accounts I told him when the equipment comes in to come and set up Equipment arrived and he came but had no idea what he was doing he did not answer his phone or text so I sent all the equipment back and was trying to cancel everything they charged 1 business over $111 and I just received a bill for the other business every time I call I speak to someone in ***** that has no idea what they are talking about I have spent over 2 hours on the phone trying to resolve this to no avail.

  Business Response

  Date: 06/11/2025

   
  
  June 11, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:Your File Number: 23408689
  
  To Whom It May Concern:
   
  T-Mobile ********. (T-Mobile) is in receipt of your correspondence dated June 2, 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 newly activated T-Mobile for Business accounts. 
  
  T-Mobile records reflect that two accounts were activated.  One account was activated with two voice lines and two business internet lines.  The second account was activated with one business internet line.  At the time of activation our customer utilized our Equipment Installment Plan to purchase two devices and remitted a payment for taxes on the full retail price of the devices.  Please be advised that the devices were returned to T-Mobile, as such a refund for the taxes was processed. 
  
  On June 4, 2025, our office contacted the customer and informed them of our findings.  To amicably resolve this matter both accounts have been cancelled, and our office will follow up to ensure each account is at a zero balance.  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