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

4,181 total complaints in the last 3 years.
1,261 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:09/08/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying to get Assurance Wireless to send me my free phone for several weeks. I have called at least 75 times and have been told something different every time. I have reapplied and still haven't been able to get this issue resolved.
Business Response
Date: 09/17/2025

September 17, 2025

FILED ELECTRONICALLY

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

Re: Your File No. 23854718

To Whom It May Concern:

Assurance Wireless is a brand operated under ****************** (T-Mobile). As such, ******** 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 September 8, 2025, regarding the above-referenced account.

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 order.

The account was activated in July of 2014. Please note, all new Assurance Wireless devices are provided with a one-year warranty through the manufacturer. However, within the first 90 days, should a customer experience a manufacturer defect with their device they may contact our ************* directly to receive information on how to process a warranty exchange through either ANS or **** Furthermore, any approved warranty exchange will be replaced with the available stock at the time the warranty exchange is processed as handsets may vary. Please be advised that the manufacturer's warranty does not cover liquid or physical damage or lost or stolen devices. It is important to note, after the 90-day period, customers will need to contact the manufacturer directly for device repair or replacement.

Please note, as of April 24, 2025, Assurance Wireless no longer provides devices upon approval of service. 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 (BYOD) or purchase an affordable device that best fits their needs.

In August of 2025 T-Mobile received a notification from the National Verifier that our customers Lifeline benefit was transferred to a new provider, and accordingly upon receipt of this notification, the Lifeline benefit was disenrolled with Assurance Wireless. It is important to note that Assurance Wireless is unable to retain a Lifeline benefit upon receiving this notification, as the benefit is transferable per the Lifeline program requirements.

Please note, our customer resides in a state that requires verification for eligibility to be completed through the National Verifier prior to applying for Lifeline services. In order to resolve this matter, our customer must reapply for service. To begin the application process our customer has to visit *********************************************************; Once they receive approval from the National Verifier, they can return to the Assurance Wireless website, select ENROLL NOW and fill out the application for service with Assurance Wireless.

T-Mobile has reviewed the account and confirmed the mobile number was canceled on September 13, 2025. Should our customer have any concerns regarding this matter, they can contact ************* directly at the number below.

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,

T-MOBILE USA, INC.

******* *****
Executive Response
Initial Complaint
Date:09/08/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 9/5/2025 I contacted tmobile to inquire on "if" i were to take my att phone line and add it to my current tmobile plan how much would it be. At that time the young lady looked at my account said that I would not have to change my plan that I could keep the same plan and that the 3rd line would be free and also by me transfering my phone from att to tmobile that tmobile would reimburse me for half of the phone but it had to be paid off. At that time I advised the *** if my bill is going to remain the same and all i would have to pay was the ***** for the warranty then I would do the transfer. at that time i went into my att account and paid my phone balance off of $699 and advised the tmobile agent that it had been done. Once everything was completed I asked the agent one last time if she could give me a breakdown of what my tmobile monthly bill would look like at that time the agent ended the call without giving me any information and never returned the call. I contact an agent through chat and advise what had happened and the chat agent advised me that my plan was changed. I never approved my plan to be changed and if I would have been told that my plan would increase by me adding a 3rd line than I would of kept my line at att. Later that day the original phone ***resentative contacted me and told me that she had to change my plan in order to get the 3rd line on I advised that I did not authorize that and due to that it is going to cause me a hardship because now i am paying almost double what I was paying before and I did not authorize that. That should have been disclosed to me before any changes have been made. At this time I am requesting that what the original *** told me is honored. Meaning that I keep my old plan with the 3rd line free and reimbursement of phone.
Business Response
Date: 09/16/2025

September 16, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23853879

To Whom It May Concern:

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

T-Mobile regrets any concerns our customer may have experienced regarding their account, and we appreciate the opportunity to respond. In reviewing this matter, we have determined our customers concerns pertain to their billed charges after a new line of service was activated.

T-Mobile records confirm that an additional line of service was recently added to our customers account, at which time a mobile number was transferred to T-Mobile from another service provider. As the rate plan the existing lines of service were subscribed to only supported two lines, the rate plan was changed to a rate plan that could accommodate three lines. Please note, this rate plan was billed at a higher monthly cost.

At the time of the activation of the new line, T-Mobile offered several promotions, including some where customers could receive a third line free via monthly bill credits, provided the eligibility requirements were met and maintained. Regrettably, the account did not meet the criteria for the third line free promotion; therefore, the new line of service was not enrolled in the offer. However, T-Mobile confirmed that the account qualified for a promotion which provides reimbursement for any remaining handset balance owed to their previous provider, as long as the eligibility requirements are met.

T-Mobile contacted the customer on September 10, 2025, and advised them of the above information. T-Mobile is pleased to report we reached an amicable resolution to the customers concerns. 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,

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

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

Customer Answer
Date: 09/17/2025

Better Business Bureau:

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

Sincerely,

******* ********
Initial Complaint
Date:09/08/2025
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 am filing this complaint against ******** regarding deceptive promotional practices and financial harm.I have been a loyal T-Mobile customer for over four years, maintaining a family plan and referring at least ten other customers. My account has always been in good standing. I travel abroad approximately six months per year for business, and for four years I was always able to unlock my phones while still receiving promotional credits. This functionality is essential for me to use local eSIMs for banking, transportation, and communication while overseas.When I recently upgraded to an iPhone 16 Pro Max, I traded in my iPhone 14 Pro Max and accepted promotional monthly credits. At no time during the sales process was I informed that T-Mobiles unlock policy had changed. Only after I was abroad did I discover my new phone could not be unlocked unless I paid it off in full. Worse, I was told that if I paid it off, I would lose all promotional credits and receive no compensation for the iPhone 14 Pro Max I had already surrendered. This constitutes promotional deception and effectively taking my previous phone with no value givenessentially theft.I am requesting regulatory assistance to require T-Mobile to provide a fair resolution: either unlock my device while allowing me to keep my promotional credits and monthly payment plan, or provide equivalent market credit for my iPhone 14 Pro Max if I pay off the device. T-Mobiles current stance is unfair, deceptive, and harmful to consumers.
Business Response
Date: 09/17/2025
September 17, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23853147

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated September 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 a promotion and Mobile Device Unlock request.

In reviewing the account, we were unable to substantiate any error on T-Mobiles part. The customer took advantage of an Equipment Installment Plan (***) in June of 2025, in order to receive a device promotion. The device promotion was enrolled accurately and set to provide Recurring Device Credits (RDC) each month provided the customer maintain eligibility throughout the *** term. In July and September of 2025, the customer contacted T-Mobile requesting a Mobile Device Unlock; however, this was unable to be provided as the device had not been paid in full.

On September 10, 2025, T-Mobile contacted the customer to address their concerns, and on September 12, 2025, we came 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: 09/23/2025

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. The T-Mobile representative contacted me promptly and provided timely replies, which helped bring this matter to a quick resolution. This was essential for me, as I am traveling internationally and need access to my overseas bank accounts, payment systems, and transportation apps.

While the final resolution was not what I had hoped for or expected, I could not afford further delays to my essential services and therefore accepted a compromise solution.

Given my situation and history with T-Mobile, I believe a one-time exception to the new locked-phone policy would have been both fair and reasonable. This exception would not have had any financial or operational impact on T-Mobile, but it would have honored the policy I had consistently experienced over my four years as a customer. Unfortunately, I was the one who had to compromise, resulting in a loss of $163 in promotional benefits and the convenience of a monthly payment plan. I would have expected T-Mobile to recognize its responsibility in this case and agree to my proposed solution, which carried no downside for either party.

That said, I acknowledge that the agreed compromise is not the worst outcome, and I am grateful it was implemented quickly. I will remain a T-Mobile customer, but executive management should understand that my loyalty has been affected. I will no longer recommend T-Mobile as I once did, and when it comes time for my next upgrade, I will not hesitate to switch providers if a better offer is available. I did not expect at an executive level for T-Mobile to disappoint me like this. I dont believe this was the best business solution for T-Mobile.

I want to emphasize, however, that I commend and thank the T-Mobile representative who worked with me. Within the limits of her authority, she acted professionally, amicably, and efficiently, and ensured I had a workable solution.

Bottom line: From my side, this case is resolved and considered closed.

Sincerely,

**** ********
Initial Complaint
Date:09/07/2025
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 am unable to send text on my phone. I can talk and receive text, but I cannot send text. I try to contact customer service and I get someone in **** who I cannot understand. I demand that my phone be fixed. If not, I will take my complaint to the ***.
Business Response
Date: 09/16/2025

September 16, 2025

FILED ELECTRONICALLY

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

Re:      Your File Number: 23850714

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated September 8, 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 being unable to send text messages.

We reviewed the account and found our customer called regarding text message issues, and troubleshooting was completed. Afterward, a ************* supervisor attempted to follow up to confirm the messages were working properly but was unable to reach the customer for confirmation. Upon review of the account, we confirmed that text messages were both sent and received on the day in question from both lines. At this time, service is working as expected.

On September *******, our office connected with our customer and confirmed that their text message concerns had been resolved, with no further questions regarding this matter. 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: 09/16/2025

Complaint: 23850714

I am rejecting this response because:
My messaging service is still not working. **** ****** told me that I was blocked for sending spam. I have no motivation to send spam to anyone. I demand that my service be restored.

Sincerely,

****** *******
Business Response
Date: 09/18/2025
September 18, 2025

FILED ELECTRONICALLY

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

            Re:      ****** *******
                        Your File No. 23850714
                        T-Mobile Account No. *********

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated September 17, 2025,regarding the above-referenced account.

T-Mobile regrets any ****** ******* has experienced regarding their text messaging service and we appreciate the opportunity to respond. Unfortunately, ******** is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability.

Furthermore, T-Mobile uses filters to monitor and block spam messages from entering our network and reaching our customers. ******** is actively working to provide our customers with the best protection against spam messages, and we are regularly looking for additional ways to improve. If our customers receive a spam message, we encourage them to contact our ************* team, so we can update our systems in a timely manner to prevent additional customers from receiving similar messages. Please be advised, it is against T-Mobiles Terms and Conditions for customers to send unsolicited SMS messages (from any account type) and doing so may lead to SMS blocking and/or termination of service.

On September ******, ****** ******* contacted ************* regarding text messaging issues they were experiencing. ************* advised ****** ******* that there was an outage in the area that was impacting text message services. On September *******, our office contacted ****** ******* and they advised our office that text message was working, and they had no further concerns. However, on September *******, ****** ******* contacted our office and indicated that they were experiencing issues sending text messages. Subsequently, our office filed a ticket to have this issue investigated. Furthermore, we applied a courtesy credit of $20.00 updating the account balance to $54.49. Additionally, upon completion the ticket, our engineering team indicated that the line ending in 5863 had been blocked for ten days due to the number being reported as sending spam messages.

On September 17, 2025, our office engaged our engineering team and they indicated that they removed the text messages block before the ten day period as a courtesy. However, they advised our office that this exception cannot be granted again if the number is flagged for sending spam in the future. In addition, our engineering team determined there was network congestion in ****** Pilgrims area that may impact outgoing text messages.

Our office contacted ****** ******* on September 17, 2025, and we explained the information in the preceding paragraph. Additionally, as a courtesy, our office applied a credit of $54.49,updating the account balance to zero. Should ****** ******* have any further questions or concerns regarding this matter, they may contact our office at the number listed below.

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: 09/18/2025

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. However, if I experience this issue again, I will be filing another complaint. I never sent spam to anyone and I don't appreciate being falsely accused. I want a response from ******** stating that they have no definitive proof that I ever sent spam.

Sincerely,

****** *******
Initial Complaint
Date:09/07/2025
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.
This company has sent an account to a collection agency that has been resolved. The only reason I'm not suing because the so called balance I'm being extorted for is less than service of citation. However if provoked I will do what I have to do. I had a wifi service with T-Mobile that terminated in the spring of 2023. They were constantly calling me from their collections department and it I had to file a BBB complaint then. It turned out they never told me to return their wifi tower also known as a gateway and reactivated my service and then deactivated my service while informing me they could see i never used the service after they reactivated. It was a horrible experience However I made for **** certain that summer I mailed them back the tower. I spoke with a woman who agreed the account had to be credited because I never asked for not used the restored service. Now there is a collection agency sending letters stating I owe 163 dollars and some change. I will have to report this error to my character and fitness for the BAR exam, and it isn't fair neither true. Please do what you can.
Customer Answer
Date: 09/15/2025
Thank you ******** has assured me that they will rectify the issue
Initial Complaint
Date:09/06/2025
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 filing a formal complaint against T-Mobile for unauthorized account changes, misleading information, and failure to honor promised credits.Unauthorized Plan Change: In April 2025, I contacted T-Mobile and specifically requested that no changes be made to my account. Despite this, customer care altered my plan without my authorization, assuring me that my bill would not increase.Promised Credits Not Honored: In May 2025, I contacted customer care again and spoke with both a representative and a supervisor. I was told I would receive a $25 monthly credit moving forward. However, on August 21, 2025, when I again spoke with customer care and a supervisor, I was told that I would not be receiving those credits after all.Voice Recording Discrepancies: I requested copies of the call recordings to verify what was promised. I was initially told by a supervisor that I would receive them within 57 business days. On a later call, another supervisor informed me that no such request had been made, and that recordings are only for internal use and cannot be provided.Unsatisfactory Resolution: On my most recent call, I was offered only a $10 credit as a resolution, which I declined, as it does not address the unauthorized changes, the misinformation I was given, or the credits I was *********** a former T-Mobile employee, I am familiar with the companys practices and I find this behavior both misleading and unfair to customers.I am requesting the following:Restoration of the $25 monthly credit I was promised in May 2025.Written confirmation that my plan will not be altered without my express consent in the future.A full investigation into the miscommunication regarding voice recording requests and supervisor accountability.
Business Response
Date: 09/16/2025

September 16, 2025

FILED ELECTRONICALLY

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

Re:      Your File Number: 23847889

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated September 5, 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 recent rate plan change and previous resolution offer. T-Mobile records confirm our customer previously spoke with ************* to discuss their multi-line rate plan and agreed to update the account to a rate plan that matched the number of lines in service. Our customer later spoke with ************* and accepted a one-time resolution offer. Regrettably, T-Mobile is unable to substantiate our customers claim that the resolution would be continuing.

It is important to note that T-Mobile records calls for quality and training purposes only,customers are advised by the **** (Interactive Voice Response System) of the possibility of calls being recorded or monitored, at that time customers have the option to disconnect the call if they do not agree to these terms. Additionally, these calls are proprietary to T-Mobile and are not provided to customers without a court subpoena.

On September *******, our office spoke with our customer and discussed this matter. 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: 09/16/2025

Complaint: 23847889

I am rejecting this response because:
To Whom It May Concern,
I am writing in response to T-Mobiles reply dated September 10, 2025, regarding my complaint. While I acknowledge their statement and the $150 one-time credit they offered, I do not consider this a full or fair resolution.
Unauthorized ********************start="787" data-end="790"> I explicitly requested no changes to my account in April 2025. Despite this, my plan was altered, and T-Mobiles response does not take responsibility for this unauthorized change.
Promised ***********************start="1004" data-end="1007"> In May 2025, I was promised by both a representative and a supervisor that I would receive a $25 monthly credit going forward. ******** now claims they are unable to substantiate this. However, as a former ******** employee, I am aware associates can enter notes however they choose. Without access to call recordings, customers are left defenseless against false or incomplete documentation.
Call *******************************start="1443" data-end="1446"> T-Mobile admits that calls are only recorded for training purposes and not made available to customers without a subpoena. This creates a situation where a customer cannot protect themselves against misinformation or fraud within T-Mobiles own system. If a supervisor promises a monthly credit, and that promise is later erased or ignored, customers have no recourse.
Inadequate *******************start="1846" data-end="1849"> The $150 one-time credit does not reflect what was promised. It is not equivalent to the $25 ongoing monthly credit I was told I would receive. This resolution sidesteps accountability for the original promise made to me and others in similar situations.
Requested Resolution
Honor the $25 monthly credit that was promised to me in May 2025.
Provide written assurance that no further unauthorized plan changes will be made to my account.
Improve customer protection around call records and ensure accountability for supervisor promises.
Unless T-Mobile can honor the commitment made to me in May 2025, I do not consider this matter resolved.
Sincerely,
***** ******
Business Response
Date: 09/19/2025

September 19, 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 16, 2025, regarding the above-referenced account.

T-Mobile regrets any continued concerns ***** ****** may have regarding their account billing and we appreciate the opportunity to respond. From November 6, 2018, ***** ****** subscribed to the now-retired T-Mobile ONE nine-line rate plan billed at $310.00 monthly with tax and fees included. As ***** ****** is enrolled in ******* with an eligible payment method, the account receives a $5.00 discount per paid line with up to eight lines. It is important to note that if the account includes fewer than nine voice lines, the nine-line rate plan will continue to bill at the same price.

T-Mobile records confirm, on February 20, 2025, ***** ****** spoke with ************* about their billing and noted they had eight voice lines and agreed to update the account to the Go5G rate plan with eight voice lines ending 3439, 0134, 3461, 8185, 3078, 1625, 5346, and 5430 billed at $130.00 for the first two lines and $25.00 per additional line monthly.

***** ****** contacted ************* on April 29, 2025, to discuss their account and authorized the line ending in 2435 to be transferred to another T-Mobile account. ***** ****** also stated the line ending in 5430 should have been cancelled the previous month. As such, ************* scheduled the line ending in 5430 to cancel on May 4, 2025, the final day of the bill cycle and offered to apply a one-time credit of $25.00 for the disputed cost of the line.

On August 21, 2025, ***** ****** spoke with ************* and stated the $25.00 credit had been promised as a monthly credit going forward. As ************* was unable to confirm any such offer, the request was declined.

As discussed in our previous response, T-Mobile records calls for quality and training purposes only, customers are advised by the **** (Interactive Voice Response System) of the possibility of calls being recorded or monitored, at that time customers have the option to disconnect the call if they do not agree to these terms. Additionally, these calls are proprietary to T-Mobile and are not provided to customers without a court subpoena.

On September 10, 2025, our office spoke with ***** ****** and advised them of the above. Seeking an amicable resolution, T-Mobile offered to apply a one-time bill credit of $150.00 for six months of the disputed $25.00 credit and ***** ****** agreed. Based on the above, it is T-Mobiles position that the account billing is accurate, and we respectfully decline ***** ******* request for additional compensation regarding this matter. T-Mobile regrets any inconvenience to ***** ******, and we appreciate their feedback regarding their experience.

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: 09/19/2025

Complaint: 23847889

I am rejecting this response because:
To Whom It May Concern,
I am not satisfied with T-Mobiles most recent response regarding my complaint. Their letter frames the situation as if I agreed to and authorized all changes, and that the matter is closed with a one-time credit. This is not accurate and does not address the core issues:
Unauthorized Changes & **************************start="838" data-end="841"> I originally requested that no changes be made to my account. Despite this, adjustments were made without my consent, and I was later promised a recurring $25 monthly credit by a supervisor. T-Mobile continues to state they cannot substantiate this, but that highlights the very problem: customers have no protection when employees misrepresent agreements.
Call ********************************************************start="1262" data-end="1265"> T-Mobiles response admits that calls are recorded only for training and not for customer protection. Customers are left completely vulnerable to inaccurate or misleading notes made by associates. As a former ******** employee, I am aware associates can document accounts in ways that may not fully reflect what was said. This creates a serious accountability gap.
Pattern of *****************************start="1671" data-end="1674"> While T-Mobile has offered a $150 one-time credit, this does not address the broader issue of misleading practices that I and likely many other customers have experienced. I strongly believe this is not an isolated incident, and that other customers past and future may face the same lack of protection and fairness.
Requested ***************start="2014" data-end="2017"> I respectfully request that the Better Business Bureau not close this complaint as resolved. I am asking the BBB to fully investigate T-Mobiles customer care practices, specifically their handling of verbal agreements, call recording transparency, and account changes made against customer instructions.
The $150 credit is not the true resolution to the fraudulent practices that occurred. T-Mobiles response continues to deny wrongdoing and shifts responsibility away from their own customer service actions.
Sincerely,

***** ` ******
Business Response
Date: 09/25/2025

September 25, 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 23, 2025, regarding the above-referenced account.

T-Mobile regrets any continued concerns ***** ****** may have regarding their account or our response to your office. We appreciate the additional opportunity to respond to this matter. As mentioned in our previous response, ***** ****** account was previously subscribed to the now-retired T-Mobile ONE nine-line rate plan billed at $310.00 monthly with tax and fees included. Additionally, ***** ****** has two watch lines ending in 2435 which subscribe to our Apple Watch (paired) rate plan for $17.00 and the line ending in 5551 which subscribes to our Watch (paired) rate plan for $17.00 including applicable taxes.

As ***** ****** is enrolled in AutoPay with an eligible payment method, the account receives a $5.00 discount per paid line with up to a maximum of eight lines. Including the AutoPay discount, this reduced the monthly cost of the T-Mobile ONE nine-line rate plan to $270.00, and the watch lines billed at the normal rate above. It is important to note that if the account includes fewer than nine voice lines, the nine-line rate plan will continue to be billed at the same price.

However, on February 20, 2025, ***** ****** spoke with ************* regarding their request to cancel their mobile number ending in 5430 as they were no longer using this line. At that time, ******** agreed to future date the cancellation of this mobile number which was supposed to be canceled at the end of that billing cycle on March 4, 2025. After the cancellation of the line ending in 5430, this would have left ***** ****** account with a total of seven voice lines. During this conversation, ************* also brought to ***** ****** attention that the T-Mobile ONE rate plan they subscribed to at the time covered a total of nine voice lines which they no longer needed because they would only have seven voice lines after the 5430 line was canceled.

Therefore, on February 20, 2025, T-Mobile discussed plan options with ***** ****** for their remaining seven voice lines ending in 3439, 0134, 3461, 8185, 3078, 1625, and 5346. Our records and transcripts of this call confirm that ***** ****** agreed to change their plan to the Go5G rate plan billed at $130.00 for the first two lines and $25.00 for each of the five additional voice lines. ***** ****** was quoted and advised that this Go5G rate plan would be $255.00 monthly for their remaining seven voice lines including applicable taxes and the AutoPay discount. This amount was less than the previous nine-line plan and it was future dated to take effect at the start of the billing cycle on March 5, 2025.

On April 6, 2025, ***** ****** contacted ************* regarding the billing of their account. At that time, T-Mobile educated ***** ****** on the billing of their account and as a courtesy, ******** applied a onetime account credit of $22.00. On April 29, 2025, ***** ****** spoke to ************* to discuss their account, and we found that the line ending in 5430 was not properly cancelled the previous month due to an inadvertent error. As such, ************* scheduled the line ending in 5430 to be cancelled at the end of that bill cycle on May 4, 2025. Additionally, ************* offered to apply an additional onetime credit of $25.00 for the disputed cost of the line. Records confirm that the line ending in 5430 was successfully canceled on May 4, 2025. It is also important to note that these credits above were applied as onetime credits and not a recurring monthly credit as ***** ****** indicated in their letter to your office. T-Mobile regrets any confusion regarding the credits that were applied.

It is also important to note that on May 19, 2025, ***** ****** elected to add a new voice line ending in 7763 to their account. Therefore, ***** ****** account now reflects a total of eight voice lines and the monthly cost increased by $25.00 for the new line. Including the above $255.00 that was previously quoted for the seven voice lines on the Go5G rate plan, this now bills at a total of $280.00 for the eight voice lines.

T-Mobile calls are recorded strictly for quality and training purposes. These recordings are proprietary and are not available to customers without a court-ordered subpoena.

On September 10, 2025, our office reviewed these findings with ***** ****** and, as a courtesy, provided a one-time $150.00 credit, which ***** ****** accepted. It remains T-Mobiles position that the account billing is accurate, and we respectfully decline ***** ******* request for additional compensation regarding this 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,

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

****** Chavez
Executive Response

Customer Answer
Date: 09/25/2025

Complaint: 23847889

I am rejecting this response because:
To Whom It May Concern,
I am not satisfied with T-Mobiles continued responses. The company is presenting the situation as if all account changes were authorized by me and that I accepted their final resolution. This is inaccurate and avoids the core issue:
Unauthorized ********************start="821" data-end="824"> Despite my clear instruction that no changes be made, an associate altered my account without my consent. The fact that I later added additional lines does not excuse or justify the initial unauthorized action. T-Mobile continues to avoid acknowledging this inappropriate practice.
Broken *****************start="1131" data-end="1134"> I was verbally promised a recurring $25 monthly credit by a supervisor. T-Mobile repeatedly states they cannot substantiate this, yet customers are denied access to call recordings, leaving us defenseless against inaccurate or incomplete internal notes. This creates a serious gap in consumer protection.
Pattern of *****************************start="1480" data-end="1483"> As a former T-Mobile employee, I know how notes can be written to favor the company rather than reflect the truth of conversations. I strongly believe my situation is not an isolated incident and that other customers have faced or will face the same practices.
Inadequate *******************start="1779" data-end="1782"> T-Mobile points to a $150 one-time credit as if that closes the matter. That does not correct the unauthorized change, the misleading information I received, or the fact that customers have no recourse when supervisors make false promises.
Requested ***************start="2045" data-end="2048"> I respectfully ask the Better Business Bureau to escalate this matter beyond my individual case and investigate T-Mobiles business practices, specifically:
Unauthorized account changes made by associates despite customer instructions.
Denial of promised recurring credits with no customer access to call recordings.
The systemic vulnerability that allows misleading documentation to override actual customer conversations.
This complaint is not just about a single bill dispute. It is about T-Mobiles ongoing pattern of practices that mislead and harm customers. Unless these practices are investigated and addressed, I cannot consider this matter resolved.
Sincerely,
***** ` ******
Initial Complaint
Date:09/04/2025
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.
I checked my credit and im seeing a collection from sprint. Dated 8/22/25 i have no knowledge of this account. I have no contract with the collection agency ************************. I would like this removed from my credit report.
Business Response
Date: 09/12/2025
September 12, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23839191

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated September 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 Legacy Sprint account in collections.

Regrettably, we are unable to assist with your request, as the above-mentioned Legacy Sprint 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: 09/15/2025

Complaint: 23839191

I am rejecting this response because:
You have not addressed the concerning issue at hand.
Sincerely,

***** *****
Initial Complaint
Date:09/04/2025
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.
T-mobile changed my SIM card to electronic and my phones internet stopped working even on ****. I went to a store and they replaced my eSIM with a physical card. It still doesnt work. They ordered me a replacement phone. I went to pick up my replacement phone and was told they dont exchange phones after 6 pm and was sent away. I arrived at the store just after 6 pm that day when they are open until 8 pm. I ordered another phone to go to a different location near my home where I could get to earlier to abide by the must be there before 6 pm rule that is not written anywhere or disclosed anywhere. I went to pick up the phone and they had ordered the wrong phone. They ordered another phone. I got a text saying it was the wrong phone again. I called tonight and was told I cant get a replacement until possible October when I was originally told a couple of days. I was in store a month ago where my phone was for pick up and turned away. This could have been resolved a month ago. My original call to them was on 7/20/25. Ive been paying for a service that they are not providing me since. Im told my only option is to upgrade but there are no upgrade deals available for my phone plan and would have to upgrade my plan as well. Then they have the audacity to try to sell me home internet service too. So not only am I being forced into paying for an upgrade, Ill need to change my phone plan to a higher costing plan as well. This is a scam! I knew from day one of the phone issues they were trying to force me into paying for an upgrade. But thats it even enough. Now *** gotta pay for a higher priced phone plan too? Ive been a customer for over 15 years! Any time I ask for someone higher up Im told they will tell me the same thing. I still ask for a call back and I never get a call back. They need to make this right and not scam me into paying for a new upgraded phone when I have a warranty and force me into paying for a more expensive phone plan.
Business Response
Date: 09/12/2025

September 12, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23837486

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated September 4, 2024,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 warranty replacement device that is on backorder.

After a thorough review,T-Mobile confirmed that the customer performed multiple warranty exchanges in August 2025. Our review found the most recent warranty exchanges replacement device is on backorder.

T-Mobile contacted the customer on September 9, 2025, and addressed their concerns and came to an amicable resolution to resolve this matter. 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:09/04/2025
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.
I purchased two new I Phones a 14 and a 14 plus in October of 2023. At the time of the purchase, I was told that there was a promotion offering a free additional phone line with the new phone. On the same day I upgraded my husband's phone as well. I did not need any additional phone lines, but since it was part of the promotion it was okay. I really needed to upgrade my phone. It was a iPhone 7 that was on its last leg. So, I purchased the Iphone 14 for me and the Iphone 14 Plus for my husband. That was enough for me and all I wanted; the extra lines were just that, extra lines. I had no use for them but again they were part of the promotion being offered at that time. It was my understanding that the salesperson activated the lines but that was all that should have been done. I never agreed to protection coverage on the additional lines that was added because I have no use for them. He took it upon himself to add protection coverage on each of the two lines without my permission. I called customer service regarding a different situation and as the conversation progressed the representative mentioned coverage on phone lines I didn't recognize. The representative stated that " $18 has been being charged for one line and $ 16 for the other. I immediately told her that I have never given permission for anyone to add protection to those lines. Those lines have never even been used, and I did not know what phone line belong to what phone. I would not agree to something like that at all. The only lines I'm concerned with having protection coverage are the lines that I use. This is not an employee error but a deliberate attachment to boost commission. The phone numbers attached are: IPhone 14 ************** and 14Plus ************** I have been being billed for protection coverage on phone lines not in use for 2 years. Not okay
Business Response
Date: 09/05/2025

September 5, 2025

FILED ELECTRONICALLY

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

Re:      Your File Number: 23837485

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.

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 and as such, we will not be contacting the customer regarding their correspondence to your office. The account holder of record may add the customer to the account by contacting T-Mobile ************* at **************. 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,

T-MOBILE ********

******* *****
Executive Response
Customer Answer
Date: 09/08/2025

Complaint: 23837485

I am rejecting this response because: The complaint against ******** should be in the name ******** ****** not **** ******. It was put in incorrectly by auto fill. Please correct to ******** ******. Thank you

Sincerely,

******** ******
Business Response
Date: 09/11/2025

September 11, 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 4, 2025, regarding the above-referenced account. T-Mobile is pleased to report we have resolved ******** ******* concerns to their satisfaction.

T-Mobile regrets any continued concerns ******** ****** may have experienced regarding their account, and we appreciate the opportunity to respond. ******** ****** activated their account on January 22, 2010. On October 12, 2023, ******** ****** added two voice lines of service ending in 9776 and 6590. At that time, ******** ****** used our Equipment Installment Plan (EIP) to purchase an Apple 14 Plus for the line ending in 6590 and an Apple iPhone 14 for the line ending in 9776.

Beginning April 23, 2023, through November 15, 2023, T-Mobile offered our Line Discount ********: Buy One, Get One Discounted with New Lines (Line discount ********* promotional offer, where existing postpaid customers who activated two new lines of service on an eligible rate plan could receive one line of service at no monthly cost. As such, ******** ******* mobile number ending in 9776 was enrolled in the Line Discount ******** offer, and was billed at no monthly cost while maintaining eligibility.

On October 12, 2023, our optional Protection 360 Tier 4 device protection feature was added to the mobile number ending in 9776, billed at $16.00 per month plus applicable taxes, and our optional Protection 360 Tier 5 device protection feature was added to the mobile number ending in 6590, billed at $18.00 per month plus applicable taxes. Please be advised within T-Mobiles Terms and Conditions, customers are advised they are to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges.

T-Mobile contacted ******** ****** on September 8, 2025, and advised them of the above information. To resolve this matter, T-Mobile removed the above Protection 360 features from the liens of service ending in 9776 and 6590, and issued a credit to the account in the amount of $816.00 for billed charges for the Protection 360 features from the date of activation. This credit reduced the balance owed to $173.80. 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:09/03/2025
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.
Yesterday I went to pay my T-Mobile bill in person. I am a disabled senior. I asked for a chair. They refused. One of the employees mumbled that I was in old b****. I turned my phone camera on and videoed him heckling me. This is against the law in **********. When I turned to go outside to get my travel chair this individual told me they do not allow outside chairs in the building. This is a cane basically that has a fold-down seat. They told me the only people allowed to sit down with people at the counter purchasing. I am retired nurse I'm a respectable person I am respectable to other folks at this unethical behavior is appalling. These people were African American and Mexican and I am white and I shall not be racially biased against. I videoed the incident and I am in contact with the authorities and I absolutely want contact from t-mobile. I have been with ******** since 1987. This requires business contact immediately.
Business Response
Date: 09/10/2025

September 10, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23834122

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 concerns our customer had, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to their recent experience in a T-Mobile retail location.

Please be assured T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during our customers recent visit to the T-Mobile retail location. T-Mobile appreciates our customers feedback that was provided in their letter to your office; however, as employee records are confidential, we are unable to release any of our findings related to employee records. Nevertheless, T-Mobile appreciates our customer bringing this matter to our attention and we regret any inconvenience.

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

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