Business Profile

Mobile Phone Service

Sprint Now Part of T-Mobile

Headquarters

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Complaints

This profile includes complaints for Sprint Now Part of T-Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

3,868 total complaints in the last 3 years.
1,266 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:05/25/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been with T-Mobile since August of 2024. When purchasing service with T-Mobile I told the representative that the phones we were starting off which aren't expensive, and I plan to get new ones at a later date, so I won't need the protection plan. Fast forward to last week I decided to thoroughly go through my account because I felt that I was paying way more than I am supposed to. Every month since August 2024 I have been charged a $19.99 protection plan fee I didn't authorize. Yesterday I decided to give T-Mobile a call to get the issue handled and not to my Suprise the customer service was horrible and basically the supervisor told me since I didn't catch it in time they can't do anything. I feel as though they don't care about anything as long as they get paid. I let the supervisor know that I would be filing this complaint and he basically said "I don't care. Also, I am disputing the overcharging of reconnection fees $60.00 every time that my line is disconnected when I have let multiple agents know about the serious health issues that are going on due to Covid. And if you are charging $60.00 each time my line is disconnected that is setting me back further and further instead of helping. I am very disappointed with the level of disrespect that I have experienced with this company.
Business Response
Date: 06/06/2025
June 6, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23375016

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated May 24, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns the customer may have experienced regarding their T-Mobile account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to charges for Protection 360 feature and restore from suspension fees.

Our records confirm that the customer purchased an Apple iPhone handset with T-Mobile in 2024. Please note that customers have the option to subscribe to T-Mobiles device protection plan, Protection 360, provided by the third-party company, Assurant, during qualifying events such as the purchase of a new device. Upon review of the account, T-Mobile was unable to confirm if the customer declined adding the Protection 360 feature. As the Protection 360 feature was on the account, they were billed accordingly.

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.

On May 13, 2025, a payment arrangement was initiated for the outstanding balance on the above referenced account. As part of that payment arrangement, the customer agreed to remit payments in two installments on May 20, 2025, and June 3, 2025.

A review of the account confirms the customers payment that was due on May 20, 2025, was not received in full, on time. As the agreed upon payment in full was not received timely, on May 22, 2025, T-Mobile suspended the accounts ability to place outbound calls. As stated in our policy, if we suspend a customers service and then later reinstate it, a fee may be assessed. Therefore, when the customer made a payment and created a new payment arrangement on May 23, 2025, and the account was reactivated, the account was assessed a restore from suspension fee per line of service, up to three lines.

On June 2, 2025, our office contacted the customer and advised them of the above. Our office and the customer were able to come to an amicable resolution regarding their concerns. T-Mobile regrets any inconvenience to the customer.

Furthermore, we provided them our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

********* *********
Executive Response
Initial Complaint
Date:05/24/2025
Type:Sales and Advertising 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.
05/17 I was charged a monthly service that I could not access due to a service transfer from Spectrum to T-Mobile. I went into the store, and since I could not access the temporary number associated with the T-Mobile account, they could not assist me with the approved refund. I went into the store, and they tried to help me, but I needed access to the account. Today, 05/24, I tried to resolve this in the store, and they informed me that there was nothing they could do, so I had them cancel the service to avoid any more payments or issues if I could not use it.
Business Response
Date: 06/05/2025
June 5, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23374795

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated May 24, 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 refund after cancellation of services.

After a thorough review T-Mobile confirmed the customer activated services in May of 2025, and cancelled within the same month. Our records indicate the customer did not use the service during the time that it was active. As a courtesy, the customers payment was refunded to the original form of payment. Please note, it can take up to three business days to process.

T-Mobile contacted the customer on May 28, 2025, and addressed their concerns and advised them of the above information. T-Mobile refunded the remaining amount of the payment. Additionally, we provided them with our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

*** Mireles
Executive Response
Initial Complaint
Date:05/24/2025
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.
On April 27th, we ported two lines from T-Mobile to Consumer Cellular. In order to verify any amount owed, I attempted to log into my T-Mobile, only to discover I no longer had access. While porting the line, Consumer Cellular stated that they requested, and confirmed our T-mobile service was cancelled. In order to get a lower rate with T-Mobile we were required to go paperless billing. Our bill was always due on the 9th of the month, and I assumed that it was payed in advance, and was curious if there was a final bill. However there was no way to ****** such information as T-Mobile locked me out of my online account. Today, 5/24/2025, I received a bill from T-Mobile for $97. This bill stated charges from April 27th to May 17th, after we have cancelled our service. To add insult they charged a $7 late fee for not paying charges for service that had been cancelled. I have payed the bill in full, but am unsure if they will keep charging me. It would be nice to be refunded the $97, dollars, but do understand that I might owe something, but I totally disagree with the late fee, as my account with T-Mobile was always paid on time.
Business Response
Date: 06/05/2025

June 5, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23374356

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated May 24, 2025, regarding the account referenced in the above-mentioned file number. Please be advised ******** was able to confirm that the account holder of record and customer associated with the correspondence from your office are one and the same.

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, their concerns pertain to the final bill they received after porting their number to a new service provider.

Our records confirm the account was active with two voice lines. Additionally, our customers account was billed by a system known as bill current. This means charges for their rate plan were billed in advance of the service being provided and became due within that billing cycle. Our customers billing period ran from the 18th of one month through the 17th of the following month with charges due on the 10th. The billing statement dated April 17, 2025, included the monthly recurring charges for service from April 18, 2025, through May 17, 2025,and was due on May 10, 2025.

On April 27, 2025,the account cancelled as the two active voice lines ported out to a different service provider. It should be noted that if a customer cancels service in the middle of a billing period,they are billed through the last date of the final billing period. Please note once an account is canceled, *************** access is also canceled. Final billing statements are sent via **** and customers can remit payment via ***** by calling ************* or by visiting a retail location. The billing statement dated May 18, 2025, included the past due amount from Aprils billing statement, and a late fee. It is T-Mobiles position the account was billed accordingly.

T-Mobile contacted the customer on May 28, 2025, and addressed their concerns. T-Mobile was able to reach an amicable resolution with our customer. Furthermore, we provided them our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

**** ******
Executive Response
Initial Complaint
Date:05/24/2025
Type:Sales and Advertising 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.
This was a free phone number. I have lost everything due to hip surgery. They charged me ***** for a broken phone when I tried hooking to my old working phone they said I could not my phone then said I had 90 days within an hour of that it shut down saying I had no data and I had to pay them the only reason I got this was because I'm broke and lost my job due to my hip ********* will not let me pick up without a phone number for pain and antibiotics I'm on food stamps and medical from the state .I have missed phone calls and doctors appointments. The Rudely cut me off and hung up on me. I need help. I can't get meds make appointments.
Business Response
Date: 06/06/2025
June 6, 2025

FILED ELECTRONICALLY

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

Re: Your File No. 23373953

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 May 24, 2025, regarding the above-referenced account.

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

After a thorough review T-Mobile records reflect the account was activated on May 7, 2025. Our customer contacted our ************* team on several occasions to report device and SIM card issues, at which point a replacement SIM card was sent to resolve our customers concerns. Our ************* team later performed a device change to a Bring Your Own Device (BYOD) handset per our customers request.

Please note we received notification from the National Lifeline Accountability Database (NLAD) that our customers Lifeline benefit was removed from their Assurance Wireless account due to the service being transferred to a different Lifeline provider. As such, the account was placed on the Flat10 plan, which is a by the minute and text plan, and requires that customers maintain a credit balance on their account to utilize calling at a $0.10 per minute or text rate. The account was then suspended as there was not a balance available on the account. Please note, accounts must be in an active status to qualify for a warranty exchange. Alternatively, our customer may contact the equipment manufacturer directly for further assistance.

The **************************************** (USAC) advises that only one wireless or wireline Lifeline account is allowed per household. If a customer switches to another **************** provider, they will lose their benefit with Assurance Wireless. Should our customer wish to continue their service with Assurance Wireless, they may do so by completing the pre-qualification process with the National Verifier before proceeding with enrollment. Customers may contact the National Verifier for concerns regarding their benefit eligibility by calling **************, or by email at *************************

On May 28, 2025, our office contacted our customer to apprise them of the information above by depositing an email in their inbox. We regret any inconvenience to our customer.

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

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

Very truly yours,

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

******* Kazusa
Executive Response
Initial Complaint
Date:05/24/2025
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.
This collection from SPRINT was not authorized to be on my credit report. This is fraudulent and a violation of my consumer rights and I demand this account to be removed. Im not liable for this debt. It says it was opened on 12/07/2023for $980.00 with account numbers starting with *************.Please remove this collection ASAP and cease all communication or I will file a CFPB and FTC report.
Business Response
Date: 06/05/2025
June 5, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23372979

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated May 24, 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 ********************** account showing up on their credit report.

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 for the customer, we are unable to provide further details at this time.

If the 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 9-digit 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 the 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, the customer must be the Primary Account Holder or Authorized User for us to provide detail in response to their dispute.

On June 2, 2025, our office spoke with the customer, and they advised me that they did not file this complaint. 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:05/23/2025
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 bought a ******* Galaxy A15 phone from T-Mobile and paid for it. I cannot get them to unlock the phone. I have contacted them several times and they have yet to unlock the phone. I bought this phone and paid for it. I want my money for the phone or for them to unlock it.
Business Response
Date: 06/04/2025
June 4, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23368742

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated May 22, 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 Mobile Device Unlock.

Please note, Mobile Device Unlocks are available to customers who meet our eligibility requirements, which are available at *************************************************************************************; T-Mobile was unable to provide the code as the device did not have 40 continuous days of service on the T-Mobile network.

On May 29, 2025, our office contacted our customer and apprised them of the above. In addition, we advised that we would provide a one-time exception, and complete the Mobile Device Unlock. The Mobile Device Unlock was completed successfully, and our customers concerns were fully resolved. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

*** *****
Executive Response

Customer Answer
Date: 06/04/2025

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:05/23/2025
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.
On 10/26/24 I went to the ******** store (2005) at ***********************************. I purchased a new phone for my son, who is on my plan. As we were about to leave the store, the Associate gave us 3 Trackers in a bag , stating that they were free and we would not be charged for them. I started to be charged for them in December 2024. I called **************** immediately and was told it was too late to return the trackers and I would be billed for the next two years, each month.I advised the Associate that had I known this, I would never have accepted them, This fell on deaf ears and I continue to be billed every month for them. Thank You for your help with this.
Business Response
Date: 06/04/2025
June 4, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23368740

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated May 23, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer had regarding the account, and we are happy to report the matter has been resolved to the customers satisfaction. In reviewing this matter, the customers concerns are pertaining to SyncUP TRACKER devices and the associated services.

In reviewing the account, T-Mobile records indicate the customer agreed to purchases and activations for two Mobile Internet lines of service and the associated SyncUP TRACKER devices in October of 2024. T-Mobile received contact over two months following the purchase, which was past the acceptable time frame to initiate a return.

T-Mobile contacted the customer on May 27, 2025, and we were able to come to an amicable resolution. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

****** *****
Executive Response
Customer Answer
Date: 06/05/2025

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:05/22/2025
Type:Sales and Advertising 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.
My name is ******* ****** and for the last ten years Sprint Wireless has been trying to bill for an iPhone that I know nothing about. I never received any phone, nor have I ever had an account with *********************************************. bogus Sprint account has negatively impacted my credit for years.I spoke with a Sprint ***resentative in the month of April 2025. In having that conversation, the Sprint ***resentative stated that I got a phone from Sprint in the year 2015. They couldn't find an account nor a phone number. I explained to the ***resentative the reason why they couldn't find that information because I never had any account nor dealings with Sprint Wireless. The *** assured me that this would be cleared up in their system. They also assured me of this being cleared up with any collection company and credit bureaus.
Business Response
Date: 06/03/2025

June 3, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23367174

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated May 22, 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 past due balance.

Regrettably, we are unable to assist with our customers request, as their Legacy ********************** account was sold or transferred to another company. If our 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 our customer soon to assist with handling of their inquiry and account management. If our 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 upon the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.

Very truly yours,

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

***** ****
Executive Response

Customer Answer
Date: 06/04/2025

Complaint: 23367174

I am rejecting this response because:

T-Mobile now owns Sprint, therefore T-Mobile intergreated into their system all of Sprint customers, accounts and information.T-Mobile is trying to deflect their responsibility invalidating whether I had an account or not with **********************. ******** is basically trying to pass their responsibility off to a collection agency. The collection agency is not the named business nor service provider in this case. Therefore they are not able to validate the accuracies of this sccount.
Being that T-Mobile owns Sprint, they also took in all of Sprint data, debt, accounts, and customers. T-Mobile cant find an account for me is becuase I never had an account with ********************** nor was I ever associated with Sprint nor its services. If I had an legacy account with **********************, T-Mobile would have the means to see it and validate any and all information with accuracy.
Therefore by definition of law:
"Under the Fair Credit Reporting Act (FCRA), specifically 15 U.S. Code 1681s-2(b) and 15 U.S. Code 1681i, as you have indicated that you cannot locate an account for me, this constitutes an admission that you cannot verify the accuracy of the reported debt. Therefore, you are legally obligated to instruct all consumer reporting agencies (credit bureaus) to remove this inaccurate and unverifiable entry from my credit report immediately."
Im requesting T-Mobile to provide me with a letter through BBB acknowledging I dont have an legacy account with **********************. Also in the letter Im requesting T-Mobile to ackknowledge no such account nor information could identify me as having any account with ********************** nor it affiliates.

Sincerely,

******* ******
Business Response
Date: 06/12/2025

June 12, 2025

FILED ELECTRONICALLY

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

Re:******* ******
Your File No. 23367174

To Whom It May Concern:

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

T-Mobile regrets any continued concerns ******* ****** may have experienced, and we appreciate the opportunity to respond. As ******* ****** has already received correspondence from the company the account in question has been referred to, we respectfully request that they refer to the contact information outlined in the correspondence to reach out to the company.
If ******* ****** feels there is an error with their credit report, we recommend that they dispute it directly with the credit bureaus. Here is the contact information for the three major credit bureaus:

********************************
Experian
**********
P.O. Box ******P.O. Box 4500Consumer Dispute Center
**********************************O. Box 2000
***************
www.experian.comChester, PA 19016
866-349-5191888-397-3742****************************************************
************

******* ****** may also initiate a dispute with each credit bureau at their respective websites:

For Equifax: **********************************************************

For Experian: ******************************************

For TransUnion: **************************************************************

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

Very truly yours,

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

***** Ryan
Executive Response

Customer Answer
Date: 06/18/2025

Complaint: 23367174

I am rejecting this response because:

Sincerely,

******* ******
Initial Complaint
Date:05/22/2025
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 have been a customer with ********************** for almost 8 months now. It bad enough that bill isnt what it was suppose to be when I first signed up with them. But when you ask them to simply move one payment arrangement they threaten you with service suspension when you have never ever missed a payment arrangement. Which is ridiculous, because I guarantee you that they show leniency to other customers!!
Business Response
Date: 06/04/2025
June 4, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23363409

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated May 21, 2023, regarding the account referenced in the above-mentioned file number. Please be advised we have made attempts to contact the customer, which have proven unsuccessful.

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 limited payment arrangement modifications.

After a thorough review T-Mobile confirmed that payment arrangements were made with the customer for their outstanding balance. The customer contacted ******** to request to modify their payment arrangement due date. Please be advised that ******** does not allow customers to modify their payment arrangements in order to ensure consistent payment schedules and proper account management. Customers are responsible for adhering to the terms of their initial arrangement. 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.

We would like the opportunity to discuss this matter. 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,

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

******** Derrick
Executive Response

Customer Answer
Date: 06/04/2025

Complaint: 23363409

I am rejecting this response because: I was not requesting a payment arrangement modification! I reached out because Tmobile was consistently threading my service when I was paying ***** every two weeks and my bill was way more then when I originally started and was stated! ******** ( who by the way never answers the phone or return a call) Just made up a response to close her case! So I would like to be assigned to someone other than her !

Sincerely,

******* ******
Business Response
Date: 06/13/2025
June 13, 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 10, 2025, regarding the above-referenced account.

T-Mobile regrets any continued concerns ******* ****** may have experienced and we appreciate the opportunity to respond. ******* ****** activated the account on October 2, 2024, and subscribed to T-Mobiles Go5G Next rate plan billed at the monthly rate of $105.00. The service plan included the benefit of Hulu (with ads) On Us at no cost. Lastly, the account is subscribed to our ******* Premium with T-Mobile Discount billed at a monthly rate of $18.00.

T-Mobile records indicate on December 19, 2024, ******* ****** took advantage of our Equipment Installment Plan (EIP) with the purchase of following equipment:

An Apple iPhone 16 Plus 128GB handset. ******* ****** was not required to remit a down payment; however, agreed to pay $74.40 for the taxes on the full retail price. ******* ****** then agreed to a series of ************************** the amount of $34.59.

A Tech21 Evo Check Case MagSafe for Apple iPhone 16 Plus, an Apple 20W *********** Adapter, and a ZAGG Glass Elite Privacy 360 Screen Protector for Apple iPhone 16 Plus/15 Plus. ******* ****** was not required to remit a down payment; however, agreed to pay $10.40 for the taxes on the full retail price. ******* ****** then agreed to a series of ************************** the amount of $10.84.

T-Mobile records confirm, ******* ******* billing cycle runs from the 3rd of the month to the 2nd of the following month, with payment due on the 23rd. 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.

The billing statement dated April 4, 2025, reflected a balance of $300.86 which consisted of a past due balance of $150.43, and new charges of $150.43 for rate plan charges, monthly EIP, and features. ******* ****** remitted payments of $75.21 on April 10, 2025, and $75.22 on April 23, 2025, updating the account balance to $150.43.

The billing statement dated May 4, 2025, reflected a balance of $300.86 which consisted of a past due balance of $150.43, and new charges of $150.43 for rate plan charges, monthly EIP, and features. ******* ****** remitted payments of $75.21 on May 13, 2025, and $75.22 on May 23, 2025, updating the account balance to $150.43.

The billing statement dated June 4, 2025, reflected a balance of $300.86 which consisted of a past due balance of $150.43, and new charges of $150.43 for rate plan charges, monthly EIP, and features.

It should be noted that T-Mobile notifies our customer with text messages in addition to their billing notification that provides the payment due date. T-Mobile sends billing due date notifications to help customers stay informed about their payment deadlines and avoid late fees or service interruptions.

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

On June 10, 2025, our office spoke to ******* ****** and apprised them of the above-mentioned information. Additionally, ******* ****** was informed that while payments are being made on the account, they are being received after the due date. As a result, the account has maintained a past due balance. T-Mobile is pleased to inform that ******* ******* concerns have been resolved. 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: 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:05/22/2025
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.
Called ******** today to try and lower my bill. I have been a customer for over 13 years and I feel that they are over charging. So many other companies are offering unlimited cell phone plans two lines $50 I feel that 13 year customer should be able to get a more competitive price. I also have issues with limited connectivity in my area. They are spending so much time expanding 5G but they can fix the service they already have. I understand they may not be able to match the two lines $50 per month but I thought they might can get close. All they could do is remove my phone insurance and offer a $10 bill credit for six months. I feel that T-Mobile is no longer able to remain competitive.
Business Response
Date: 06/04/2025

June 4, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23363408

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated May 23, 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 cost for their services.

T-Mobile investigated our customers concerns regarding their monthly cost for services. Our review shows that our customer is on a retired rate plan that was brought over during their migration from Sprint to T-Mobile. In addition, this rate plan is one of our most cost-effective rate plans available. The only available rate plans that could provide a saving for our customer are the discounted 55+ rate plans, which are aimed for our customers who are over 55 years old, current or retired military, and current or retired first responders.

T-Mobile contacted our customer on May 27, 2025, and apprised them of the above. In addition, we advised that we have discounted rate plans for our customers who are over 55 years old, current or retired military, current or retired first responders. Our customer decided that they would keep their current rate plan, and no changes were made. 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: 06/08/2025

Complaint: 23363408

I am rejecting this response because:
Sprint / Tmobile was unable to meet the original demands of the complaint. Tmobile has failed to maintain competitive pricing in the market and is too far removed Sprints policy to always resolve customer complaints.
Sincerely,

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

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