Business Profile
Mobile Phone Service
Sprint Now Part of T-MobileHeadquarters
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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
- 3,698 total complaints in the last 3 years.
- 1,168 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/20/2025
Type:Customer Service IssuesStatus: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 was approached in ****** by a ******** representative. I told them ******** does not work at my ranch in ******, **. He told me it should, so I agreed to SEE if it would. He said give me your information now so if it does work you are set up. I was never under any impression I was activating an account, completely misled. Two weeks later I tried the *** card he gave me, had 3 dropped calls, and knew it would not work. I texted ******* at ****** Kiosk to say "sorry, it did not work". Went out of the country for 3 weeks, and returned to a $75+bill. I have explained over the phone more than once, sent a letter explaining what happened, and they have now turned me over to a collection agency. I feel I was totally lied to by the salesman, and T-Mobile will not listen to me. I am not paying this bill.Business Response
Date: 10/30/2025
October 30, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 24037482
To Whom It May Concern:
T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated October 19, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to coverage and a balance owed following the cancellation of their T-Mobile account.
We regret any coverage concerns our customer experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability.
After thorough review, T-Mobile records reflect the customer activated an account on June 6, 2025, and the account was cancelled on June 15, 2025. It should be noted, a balance remained owed on the customers account. As a result, eventually, the account was referred to an outside collection agency for collection attempts.
On October 30, 2025, our office contacted the customer and addressed their concerns. Please note, we provided a resolution to their satisfaction. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter. T-Mobile regrets any inconvenience to our customer.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
******* ******
Executive ResponseCustomer Answer
Date: 10/30/2025
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:10/19/2025
Type:Service or Repair IssuesStatus: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.
********* has charged me for a phone that they gave to me for free when I switched carriers from a *** to *********Business Response
Date: 10/30/2025
October 30, 2025FILED ELECTRONICALLYBetter Business Bureau****************************Boise, ID *****Re:Your File Number: 24036443To Whom It May Concern:T-Mobile ***, **** (T-Mobile) is in receipt of your correspondence dated October 19, 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, their concerns pertain to equipment promotions.After a thorough review, T-Mobile confirmed that our customer purchased a handset using our Equipment Installment Plan (***). This purchase qualified for a promotion where the Recurring Device Credit (RDC) was scheduled to offset the monthly ***. Our customer later transferred their mobile numbers to another account, however, the **** did not transfer along with them. This resulted in the *** balances accelerating. As the account remained unpaid, the account was referred to an outside collection agency.On October 28, 2025, T-Mobile contacted the customer and addressed their concerns. We reached an amicable resolution with our customer. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.Very truly yours,T-MOBILE USA, INC.***** ****Executive ResponseInitial Complaint
Date:10/17/2025
Type:Sales and Advertising IssuesStatus: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 had had ******** phone service for about 10 yrs i decided to change providers on March ******* once i did change providers my account/online app was disabled, about a month later i received letters stating I owe a balance, When I spoke to tmoble representative on March ******* I paid the balance to a zero I asked if there was any other charges that needed to be cleared etc she stated no Im all good to go. The new provider representative was on the line with ******** to do the transfer. Im now getting my account sent to a collection agency. ******** always hangs up on the calls when its time to speak about modifying the bill Ive been hung up 3 times in the same way in the past month. I finally spoke with a supervisor that informed me there is a bill due for April? Which I switched on March 20th I am willing to pay for any services that I used but its difficult when I cant get any information/response/resolution about this account. Supervisor stated I needed to call in to cancel but as you can see in the picture my account was gone as well as when I called the number on the letters it states they can not speak to me as Im no longer a ******** customer, how is it fair to charge someone if they do not have an active account and I was under the impression that once I transfer providers Im no longer a customer of T-Mobile. At this point its a huge misunderstanding, and I will be glad to pay for what Ive used if anything, but if they can modify the balanceBusiness Response
Date: 10/30/2025
October 29, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 24031878
To Whom It May Concern:
******************(T-Mobile) is in receipt of your correspondence dated October *******,regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to a balance dispute upon cancelling their account.
After a thorough review, T-Mobile confirmed that the customer contacted ************* and ported three of their four voice lines in March of 2025. One remained active at the current rate plan as we do not have record of request to cancel. In addition, the customer had a payment that was submitted in April of 2025 that was returned unpaid, adding to the account balance with an accrued payment return fee. The remaining line of service was cancelled in July of 2025 for non-payment. The account was then referred to an outside collection agency.
On October 28, 2025,our office contacted the customer and addressed their concerns. We are pleased to report that we were able to reach an amicable resolution with 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 ResponseCustomer Answer
Date: 10/30/2025
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:10/17/2025
Type:Service or Repair IssuesStatus: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.
Three months ago I walked into a T ***** store, because they had a promotion going on. I walked out with two new phones--two Galaxy S24FE phones. But without ever using the phones, after 3 months, I decided to transfer to Spectrum. I never even opened the boxes-the phones were never used. They were not even connected. While I was transferring I took the brand new phones back to the store because I never got a chance to open the box . When I returned to the store the same T-*****e employee who had given me the phones was still there. I told him that I wanted to return the phones and he specifically said to me the phones were mine to keep. I insisted because i didn't even get to use them -they were still in the box. He refused to take the phones back. So, I had no choice but to leave with the new phones. In other words, he told me the phones were free--that's exactly what he said. After 4 months they sent me a bill asking for $1,104.67. I tried to return these phones and was denied the opportunity to do so by a T-*****e employee. I would like T-*****e to accept these new, unused, unconnected phones so that they may stop billing me and insisting on my paying them this money they are asking for. I want my account cleared.Business Response
Date: 10/28/2025
October 28, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 24031741
To Whom It May Concern:
T-Mobile ********. (T-Mobile) is in receipt of your correspondence dated October 18, 2025, regarding the above-referenced 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 T-Mobile account they provided. The account holder of record may add the customer to the account by contacting T-Mobile ************* at **************.
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 ResponseInitial Complaint
Date:10/16/2025
Type:Product IssuesStatus: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 issue was previously sent to BBB - in which were told to contact OBNE - in which was T-Mobile ************************* ************ - we still have not receive the gift cards from switching services to T-Mobile - we were told the gift card was issued on 1/12/25 and "CASHED OUT" on 2/17/25 to ************. Due to this being a gift card - it cannot be cashed out - it has to be used. We have asked several times for proof that this was sent as well as the transactions of the "Cashed Out" - and/or transaction history.Since we don't have an actual gift card number - this has been a circle regarding this matter.We would like this information ASAP so we can file the claim to state we did not recieved the gift cards nor did we CASH OUT them.Business Response
Date: 10/27/2025
October 27, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 24026344
To Whom It May Concern:
T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated October 16, 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 Keep and Switch promotion and our now expired Switch ********: BTS: $100 BYOD Rebate with New BTS Port-in (Switch ********* promotion.
Keep and Switch is a T-Mobile promotion for customers switching from select carriers who want to bring their own, eligible, unlocked device for use with T-Mobile. To qualify, customers must port in their number from an eligible carrier, subscribe to a qualifying plan, and submit proof of their device payment plan within 30 days of activation at ***********************. The payout for this offer is via a virtual prepaid Mastercard.
The Switch ******** promotion allowed customers to receive a $100.00 port-in rebate to spend at T-Mobile via a virtual prepaid Mastercard when they activated on a qualifying rate plan and ported-in an eligible number. To receive the offer the customer had to submit for the rebate at *************************** within 30 days of activation.
Customers receive a Virtual Prepaid ********** after their rebate is approved, typically via an SMS with a link and activation instructions. Once activated, customers can use the virtual card at any merchant that accepts **********. The virtual card can also be used to pay T-Mobile bills online, by phone, or in a T-Mobile store. Alternatively, the funds can be transferred to a checking account.
In January of 2025, T-Mobile records indicate that the customer submitted for the Keep and Switch on two voice lines of service and the Switch ******** promotion on three voice lines of service. The customer was approved for all submissions in February of 2025. T-Mobile records confirm that all rebates were disbursed for the appropriate amounts to numbers on file via text message with virtual cards. Please note all the amounts disbursed were withdrawn. Please note that the rebate cards for both promotions above are provided by Onbe and for any lost or stolen rebate concerns, customers must contact Onbe at ************.
On August 29, 2025, our office spoke to the customer who confirmed that they did receive the three Switch ******** promotional rebates. T-Mobile provided the number above to Onbe to the customer, as they stated they did not get the text message with the virtual cards associated with the Keep and Switch promotions.
On October 27, 2025, T-Mobile worked with the customer and reconfirmed that the Keep and Switch device reimbursement had previously been processed and redeemed. If the reimbursements were not received, ******** has directed the customer to Onbe for further investigation. 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 ResponseCustomer Answer
Date: 10/28/2025
Complaint: 24026344
I am rejecting this response because: This was never resolved. We have asked for proof of this transaction. We have tried several times to contact and being told we need the actually gift card number. We have logged in with several T-Mobile *** and have yet to see the proof of the transactions. The new motto is "IF YOU CAN SEE IT, YOU CAN SEND IT". So please seen proof of the "CASH OUT" as well AS the proof that this was sent to a bank account.We never got the gift cards.
Sincerely,
******* ******* SolidBusiness Response
Date: 11/03/2025
November 3, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:******* ******* Solid
T-Mobile Account Holder: **********************
Your File No. ********
T-Mobile Account No. *********
To Whom It May Concern:
****************** (T-Mobile) is in receipt of your correspondence dated October 30, 2025, regarding the above-referenced account. Please be advised the account holder of record is **********************, and ******* ******* has been designated as an authorized user on the account. ******** has confirmed that ******* ******* and ******* ******* Solid are one and the same.
T-Mobile regrets to hear of the continued concerns ******* ******* Solids regarding their device reimbursement and we appreciate the opportunity to respond. As previously mentioned, customers are issued a Virtual Prepaid ********** following the approval of their rebate. Typically, notification is sent via SMS, which includes a secure link and activation instructions. After activation, the virtual card is accepted at any merchant that honors **********. The card may also be utilized to pay T-Mobile bills through online channels, by phone, or at participating ******** retail locations. In addition, customers have the option to transfer the available balance to a checking account. For assistance with lost or stolen rebate cards, customers should contact Onbe directly at ************.
T-Mobile records indicate that on January 12, 2025, two Keep and Switch reimbursements were approved in the amount of $647.68 each. At this time, a SMS notification was sent to redeem access to the cards and both full balances were withdrawn and transferred to a bank account on February 12, 2025.
T-Mobile is actively working to obtain additional details regarding the virtual cards to ensure ******* ******* Solid can effectively coordinate with Onbe about the reimbursements reported as not received. T-Mobile regrets any inconvenience to ******* ******* Solid.
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 ResponseCustomer Answer
Date: 11/03/2025
Complaint: 24026344
I am rejecting this response because: Since T-Mobile cannot produce the card numbers - the refund needs to be reissued.
Sincerely,
******* ******* SolidBusiness Response
Date: 11/07/2025
November 7, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:******* ******* Solid
T-Mobile Account Holder: **********************
Your File No. ********
T-Mobile Account No. *********
To Whom It May Concern:
****************** (T-Mobile) is in receipt of your correspondence dated November 6, 2025, regarding the above-referenced account. Please be advised the account holder of record is **********************, and ******* ******* has been designated as an authorized user on the account. ******** has confirmed that ******* ******* and ******* ******* Solid are one and the same.
T-Mobile regrets to hear of the continued concerns ******* ******* Solids regarding their device reimbursement and we appreciate the opportunity to respond. Regrettably, T-Mobile was unable to retrieve the full card numbers associated with ******* ******* Solids Keep and Switch reimbursements issued in January 2025.
Nevertheless, on November 7, 2025, T-Mobile worked with the account ******, ******* Springs and contacted Onbe who initiated a fraud investigation for both Keep and Switch reimbursement cards totaling $647.68. Onbe advised that the investigation process may take 3045 days. In the meantime, they will sent new cards via mail; however, the funds will not be loaded onto the new cards until the investigation is completed, and the claims are validated. ******* Springs provided their full contact information to Onbe, so they will reach out to them directly once the investigation is finalized. T-Mobile regrets any inconvenience to ******* ******* Solid and ******* Springs.
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 ResponseCustomer Answer
Date: 11/12/2025
Complaint: 24026344
I am rejecting this response because: Due to fact this has been an ongoing issue for - all we need is the proof. Yes, there is an ongoing investigation - this is what we asked for several time. Per email from t-mobile - they don't have the actual card numbers.
Sincerely,
******* ******* SolidBusiness Response
Date: 11/21/2025
November 21, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:******* ******* Solid
T-Mobile Account Holder: **********************
Your File No. ********
T-Mobile Account No. *********
To Whom It May Concern:
****************** (T-Mobile) is in receipt of your correspondence dated November 17, 2025, regarding the above-referenced account. Please be advised the account holder of record is **********************, and ******* ******* has been designated as an authorized user on the account. T-Mobile has confirmed that ******* ******* and ******* ******* Solid are one and the same.
T-Mobile regrets any continued concerns ******* ******* Solid may have regarding their Keep and Switch reimbursements, and we appreciate the opportunity to address this matter. As noted in our previous correspondence dated November 7, 2025, T-Mobile does not have access to the full card numbers associated with ******* ******* Solids Keep and Switch reimbursements.
We would like to reiterate that on November 7, 2025, T-Mobile confirmed Onbe initiated an investigation through its **************** regarding both Keep and Switch reimbursement cards, each totaling $647.68. As Onbe and T-Mobile operate as separate entities, T-Mobile does not receive documentation or status updates from Onbes **************** and is therefore unable to provide details pertaining to the investigation. Should ******* ******* Solid have any further questions or wish to obtain an update, we kindly request they contact Onbe directly at ************ for additional details.
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 ResponseInitial Complaint
Date:10/16/2025
Type:Product IssuesStatus: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 6/1/2024 I visited the T-Mobile store on ** ***** to do a test trial for their home internet. I work with T-Mobile myself so i was aware of the 15 day FREE TRIAL PERIOD. The trial ended on June 15. I did the trial and returned it on June 15, I went in store and returned the device and cancelled future services that same day, I received an email that day one about the cancellation for services and one about returning the device. After that day I received a survey on 6/16/2024 that was the last email I had from them. Fast forward to 9/23/2025 I decided I wanted to get off my mothers **** phone plan and get my own with T-Mobile to take advantage of my employee discount. I attempted in the previous days doing my order myself online although I kept running into errors which is why I decided to go in store on 9/23/2025 to the ** ***** T-Mobile store. After the representative I spoke to attempted to create a customer profile he advised me that to my surprise, a tentative account was found under my name. He then tells me that my account is in collections for an outstanding bill. I explain that I only had home internet and did a free trial and returned the device within the accepted time frame therefore there should be no bill in general. The bill itself is no problem to pay but it is the fact that I should not have any bill to begin with nor did I receive an email about ANY outstanding bills. Now I have an account that is in collections, affecting my credit for absolutely no reason. I ultimately left the store due to frustration because the representative I spoke to made me feel as if I did not know how the process works when I work with T-Mobile myself. The overall advice I was given was pointless, I was advised to pay the bill (which I should not have to begin with) and then my account would be out of collections but due to that I would not be able to finance anything else with T-mobile because of their error and now I have this impacting my credit score.Business Response
Date: 10/28/2025
October 28, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 24024912
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated October 16, 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 balance owed on the account following cancellation.
After a thorough review T-Mobile confirms that our customer activated the account in June of 2024 with one Home Internet Line and was provided with a Home Internet Gateway to use the service. Our records indicate that our customer cancelled the account within the Test Drive period and returned the Home Internet Gateway to T-Mobile. However, due to an inadvertent error, credit for the Test Drive trial period was not applied until October of 2024. As a result,the account was assessed late fees on the billing statements that generated before the Test Drive credit was issued and as such, the final billing statement reflected a balance for those fees. As T-Mobiles internal collection efforts were unsuccessful, the account was referred to a third-party collection agency as a result of non-payment for the remaining balance.
On October 28, 2025, our office corresponded with our customer via email and we addressed their concerns to their satisfaction. Furthermore, T-Mobile removed the account from third-party collections and requested the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note it may take up to 90 days for our customers credit report to reflect the change. Furthermore, we provided our customer 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 ResponseInitial Complaint
Date:10/16/2025
Type:Customer Service IssuesStatus: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 September 28, 2025, I switched from ******* to T-Mobile after being quoted in writing $232.48/month for three iPhone 17 Pro Max lines, four watch lines, and home internet. I switched in good faith and paid off my ******* phones (about $1,100 each) based on T-Mobiles offer of $800 per phone in credits. After activation, my first bill was $295, then I was told a full bill would be $360/month; a supervisor (Vee) later reduced it to about $300/month. ****** ****, from TMobile's corporate quoted an updated cost of over $317/month. I have the written chat transcript showing both the quoted rate and discount offer and am requesting that T-Mobile honor the $232.48/month rate or apply an equivalent permanent credit.Business Response
Date: 10/27/2025
October 27, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 24022802
To Whom It May Concern:
******************(T-Mobile) is in receipt of your correspondence dated October 15, 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 expected monthly charges on a newly activated account.
T-Mobile records indicate that our customer activated an account in October 2025 and purchased equipment on an installment plan. The equipment was enrolled in a promotion which provided a discount via a one-time bill credit for the value of their trade-in and a monthly credit for the remaining amount while maintaining eligibility. Our customer contacted our ************* regarding the amount of their monthly bill and ************* advised of the expected monthly costs. Additionally, our office communicated with our customer and confirmed their monthly costs as quoted by *************.
On October 20, ******** office spoke with our customer and addressed their concerns. We are pleased to report that we have reached an amicable resolution with our customer. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
*****************
********* *****
Executive ResponseCustomer Answer
Date: 10/29/2025
Complaint: 24022802
While T-Mobile has been in contact with me and I believe a resolution is being worked on, the agreed billing correction has not yet been implemented. A corporate representative informed me that an amended bill (and all future bills) will reflect the corrected pricing, and that she will follow up with me on November 6th once those changes appear in writing.
Until I am able to review the amended bill and verify that
(1) the monthly rate matches the price originally quoted to me and
(2) the 5-year rate guarantee is confirmed in writing, this matter is not yet resolved.
I appreciate ********** efforts to correct this issue and I will be happy to mark this complaint as resolved once the updated bill is issued and the full agreed-upon terms are documented.
For now, I respectfully request that this complaint remain open.
Sincerely,
****** ********Customer Answer
Date: 11/14/2025
Per the attached email from ********'s ********* *****, the price quoted is being honored.Initial Complaint
Date:10/14/2025
Type:Service or Repair IssuesStatus: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.
Had to get a new phone that was under warranty manager said when we got the phone witch she said would be here the next day witch didn't happen it got here 6 days later to call her she would take care of getting it set up but she ignores are text and phone calls so we have a phone but can't set it upBusiness Response
Date: 10/22/2025
October 22, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 24015780
To Whom It May Concern:
T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated October 14, 2025, regarding the account referenced in the above-mentioned file number. Please be advised the customer has been designated as an authorized user on the 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 warranty replacement device.
T-Mobile records indicate on November 2025; the customer took advantage of our Equipment Installment Plan (EIP) with the purchase of a ******** Razr 5G handset. By purchasing T-Mobile equipment, the customer receives a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, the customer is eligible to receive an advanced replacement of their device via T-Mobiles Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile provides a replacement handset of the same or equivalent model, with a service warranty processing fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. In October 2025, a warranty replacement was ordered for the customers device.
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 the customers recent visit to our retail location.
Our office contacted the customer on October 10, 2025, and on October 15, 2025, and addressed their concerns and reviewed their monthly recurring charges and the applied credits for the service warranty processing fee. We also confirmed that the customer is now able to use the replacement device that was sent to them. 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 ResponseInitial Complaint
Date:10/14/2025
Type:Service or Repair IssuesStatus: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 complaint against Assurance Wireless for mishandling my account, providing misleading information, and wrongfully cancelling my phone service.After reporting my lost phone, I requested activation of a replacement device. ********************** failed to include a SIM card and falsely told me I could activate the phone without one. Despite multiple follow-up calls, I was repeatedly placed on long holds, transferred between agents, and misinformed.On October 3, 2025, I spoke with *** ******* ******* (Conf #*********, Acct 10), who informed me my account had been cancelled on Sept 23, 2025 for inactivity, even though I had been actively trying to activate service. I also spoke with *** ********, who claimed she wasnt customer service and ended the call without resolving my issue. My PIN was changed without consent, blocking my access to my account.I have call records showing multiple contacts with Assurance Wireless (Sept 2 Oct 3, 2025) with no resolution. I have been without service for over a month, despite doing everything required on my end.Requested Resolution:Reinstate my account and phone service immediately.Send the missing SIM card.Investigate the representatives conduct.Confirm account security and proper PIN access restored.This situation has caused me unnecessary stress, loss of access, and hardship. I request written confirmation once resolved.Attachments: Screenshots of call records (SeptOct 2025), including call times and durations with Assurance Wireless representatives.Business Response
Date: 10/24/2025
October 24, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re: Your File No. 24014886
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 October 14, 2025, regarding the above-referenced file number.
T-Mobile regrets any concerns our customer has regarding their account, and we appreciate the opportunity to respond. In reviewing this matter, our customers concerns are pertaining to their account security, Lifeline benefit, handset issues, ************* and their service being interrupted.
Please note T-Mobile takes account security seriously. T-Mobiles account verification policy states that if an account has a PIN/passcode, it is the first piece of information that is requested by ************* to gain access to the account. If a customer does not remember their PIN/passcode, they can change their PIN/passcode by receiving and verifying a one-time PIN that is sent to their handset.
We appreciate the customer taking time to provide details of their interaction with our ************* department. Please be assured that we value customers feedback and will utilize this input to improve our training and processes as we are continually striving to improve the quality of service provided to our customers. We apologize if any employee failed in any way to display that during their contact with our ************* department.
Our records confirm on May 16, 2024, the customers account was activated and the mobile number ending in 2406 was receiving the Lifeline benefit. On September 2, 2025, we confirm that the customer was assisted by ************* with changing their handset as requested.
Further records reflect on September 9, 2025, a text message was sent to the customer advising them that to remain on the Lifeline program with Assurance Wireless, they must either make a call, send a text message or use data on our network at least once every 30 days. Unfortunately, if the service remains inactive for 30 days, to comply with government policies, Lifeline benefits will automatically be removed.
On September 23, 2025, Lifeline benefits were removed due to service inactivity and their service plan was changed to our Flat 10 pay-as-you-go service. The Flat 10 pay-as-you-go service plan is a pay by the minute and text plan, which requires that customers maintain a credit balance on their account to utilize calling at a $0.10 cent per minute rate or texting at a $0.10 cent per text rate. Consistent with the Terms and Conditions of Service to which our customers agree, this service plan is implemented on a customers account once they are no longer eligible to receive the Assurance Wireless Lifeline benefit. Please note, customers receive a free notification advising them of the change.
It should be noted that the customer resides in a state that requires verification for eligibility to be completed through the National Verifier prior to applying for Lifeline services. Furthermore, once the Lifeline benefit is removed from an account, a new application for service is required as the benefit is unable to be reinstated on an account from which the benefit was lost.
To begin the application process, they need 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, if they wish to establish an Assurance Wireless Lifeline account. Upon approval a new account will be created, and a SIM card will be sent for use with their existing handset.
If the customer wishes to utilize the service in the meantime, we recommend remitting a $10.00 payment in order to restore the account for use on the Flat 10 pay-as-you-go plan. It should be noted that adding a Top-Up amount under $10.00 will not extend service. More information can be found at ********************************************************************. We regret any inconvenience.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** during the hours of 7am 10pm CST.
Very truly yours,
******************
****** *********
Executive ResponseInitial Complaint
Date:10/14/2025
Type:Service or Repair IssuesStatus: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 purchased 2 iPhones that the sales person told me would cost $200 each with the promotion running and would pay ***** per month for each phone and now I got the bill and no promotion applied and now Im paying the full $35 per device for 2 months. Speaking to representative on the phone said I must have never mislead because you had no such promotion at the time of purchaseBusiness Response
Date: 10/24/2025
October 24, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 24013365
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated October 14, 2025,regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to device promotions.
Our records reflect that in September 2025, our customer activated their account and ported in two voice lines of service and activated one Home Internet line. They also purchased two new devices via our Equipment Installment Plan (EIP) offering. During this purchase,T-Mobile offered a device promotion which would reduce the monthly cost of the devices above.
The first billing statement that generated did not include the device promotion and as such, our customer contacted ************* to dispute the monthly EIP for their new devices. During these interactions, ************* advised the customer that the model of devices purchased were not eligible for the device promotion.
Please be assured that T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during our customers recent contacts with our retail team.
T-Mobile contacted the customer on October 21, 2025, and advised them of the above information. T-Mobile is pleased to report we were able to reach an amicable resolution to our customers concerns. Additionally, we provided the customer 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 ResponseCustomer Answer
Date: 10/27/2025
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,
**** ******
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