Complaints

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

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• 

  Sprint Now Part of T-Mobile

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  Sprint Now Part of T-Mobile

  PO Box 5040 Charleston, IL 61920-5040

• 

  Sprint Now Part of T-Mobile

  12395 Pembroke Rd # 2 Pembroke Pines, FL 33025-1723

• 

  Sprint Now Part of T-Mobile

  3796 W Hillsboro Blvd Deerfield Beach, FL 33442-9412

• 

  Sprint PCS Center

  3801 Union Road Buffalo, NY 14225

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/22/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Apr 20, I purchased 2 smart watches. They were fine for approximately 1 week. Then all syncing failed, followed by the complete loss of text messages. Contacted tech support but was unable to resolve issue after 3 weeks rendering a return impossible. Full account access is not possible due to the inability of receiving the "one time pin". Company refuses to return calls to me from the verification team in order to verify account despite multiple attempts. Store access is impossible due to hours without taking an entire day off with loss of pay. Contacted manufacturer and found out that purchased devices and current devices are not compatible due to differing security standards.

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:Your File Number: 23363362
  
  To Whom It May Concern:
   
  ****************** (T-Mobile) is in receipt of your correspondence dated May 23, 2025, regarding the account referenced in the above-mentioned file number. 
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to issues with two smart watches and request to return the equipment. 
  
  On April 19, 2025, the customer activated two mobile internet lines which were subscribed to our Watch Plus rate plan for $20.00 per month each. 
   
  Additionally, on April 19, 2025, a ******* Galaxy Watch 7 44MM was purchased using our Equipment Installment Plan (EIP). A down payment was not required and 24 monthly installments of $15.84 were accepted.  This purchase qualified for our Android: $380.00 off Watch with New Watch Line (Android Watch ********* offer and was enrolled to receive 24 Recurring Device Credits (RDC) of $15.84, making it free monthly.
   
  Further, on April 19, 2025, a ******* Galaxy Watch 7 40MM was purchased using our Equipment Installment Plan (EIP). A down payment was not required and 24 monthly installments of $14.42 were accepted.  This purchase qualified for our Android: $380.00 off Watch with New Watch Line (Android Watch ********* offer and was enrolled to receive 24 RDC of $14.42, making it free monthly.
  
  As of the time of the customers purchase of a new equipment, T-Mobile provided a 14-day return period which allowed the customer to use the equipment to see if it meets their needs.  If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable equipment financing agreement entered at the time of the original purchase.  
  
  The customer has contacted T-Mobile on several occasions regarding issues with receiving text messages and compatibility problems with their watches.  Regrettablly, the customer was not able to receive a verification One-Time Pin to verify their account. 
  
  T-Mobile takes account security seriously and is committed to enhancing the protection of our customers' accounts. As part of this commitment, beginning March 4, 2025, T-Mobile implemented Two-Factor Authentication (2FA) for postpaid account verification. This security measure requires customers to verify their identity using two distinct factors, which may include the account PIN/passcode and a one-time PIN sent to their device. If a customer is unable to receive the one-time PIN, they must visit a T-Mobile retail location with a government-issued ID to verify their account before access can be granted.
  
  On May 27, 2025, T-Mobile spoke with the customer regarding the aforementioned information.  At this time, the customer indicated that the watches were returned, and adjustment was applied to their account to reimburse them for the service charges associated with the watch lines. As of June 2, 2025, the customer advised that their shipment for the watches was being returned to them. Please note, T-Mobile provided the customer with an alternative address to return the above-mentioned watches. Once received, T-Mobile will close the remaining EIP balances associated with the equipment. Additionally, T-Mobile will cancel the mobile internet lines associated with the watches. Furthermore, we provided them our contact information should they have any additional questions regarding this matter.  
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  ******************
  
  
  ******* *********
  Executive Response
  
  

• Initial Complaint

  Date:05/21/2025

  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 applied for free phone 5/5/25.. received approval letter 5/8/25 stating FREE ASSURANCE WIRELESS phone will arrive soon. Today is 5/21/25. Still no phone Spoke with several ***** they always told me it's no tracking number for *** and gave me different expectation delivery dates. Then told me I have to PAY for the phone because no more free phones available effective 4/17/25.. but all the while nobody never clarified that and I received a letter dated 5/8/25 that my phone is FREE. I gave these people my private information and it's ashamed how they lie and scam people. **************** **** were rude and no help. Just kept talking over me and kept apologizing. That's FALSE ADVERTISEMENT I tried several times to upload the letter to send to you but it's telling me it's too large to send. But I hope this information is helpful. The phone number is ************** and the manufacturer number is **************.. everyone is a bunch of liars..and you should see all of the complaints on ******** about customers who NEVER received their phones or if they did, the phones don't work or hold a charge..and I contacted a news reporter from one of our local channels, I'm just waiting for a response from them

  Business Response

  Date: 05/29/2025

  
  May 29, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:      Your File No. 23361511
  
  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 May 21, 2025, regarding the above-referenced account.
  
  T-Mobile regrets any concerns our customer may have experienced with the receipt of their Assurance Wireless device, and we appreciate the opportunity to respond.  A review of the account confirms our customer was approved for ********************** service on May 5, 2025.
  
  It is important to note, beginning on April 17, 2025, Assurance Wireless no longer offers free devices at the time of activation, however; during the application process, customers may purchase an ********************** device or elect to utilize a Bring Your Own Device (BYOD) handset.  We regret any misunderstanding this may have caused.
  
  Upon review of the attachment our customer provided, they received an approval letter dated May 8, 2025, advising that they could expect their free Assurance Wireless device within ten business days.  Further review indicates that our customers device order is in pending status.  
  
  On May 27, 2025, our office engaged our back-office team regarding the approval letter our customer received and the offer for a free device to utilize with their Assurance Wireless service.  As such, to amicably resolve this matter, a free device was mailed to our customers address on file and can expect to receive the free device within seven to ten business days.  Upon receipt of the device, we kindly ask our customer to contact ************* at the number provided below for assistance with the device activation.  T-Mobile regrets any inconvenience to our customer. 
  
  Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 7am 10pm CST.  
  
  Very truly yours,
  
  
  ******************
  
  
  **** *****
  Executive Response

• Initial Complaint

  Date:05/21/2025

  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 not liable for this debt with Sprint part of ********* I do not have a contract with Sprint part of ********* They did not provide me with the original contract as requested.

  Business Response

  Date: 06/02/2025

  
  
  June 2, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23360536
  
  To Whom It May Concern:
  
  ******************(T-Mobile) is in receipt of your correspondence dated May 21, 2025, regarding the account referenced in the above-mentioned file number.
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to the final balance owed.
  
  Upon review of the account, T-Mobile confirmed the customer activated a line of service with **********************.  Regrettably, we are unable to assist with your request, as the above-mentioned Sprint account was sold or transferred to another company.  If the customer has not yet been contacted by the company that the Sprint account was sold to, please know that someone from that company should be contacting the customer soon to assist with handling of their inquiry and account management.  If the customer has already received a letter from the company, please refer to the contact information outlined in the letter to reach out to the company.
  
  Please note that this complaint has been forwarded to the company that now owns the previously noted account, for review and response.
  
  On May 29, 2025, our office contacted the customer 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

• Initial Complaint

  Date:05/21/2025

  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 contact T-Mobile to cancel my service for over 3 months. I have tried to do it in the store (face to face). They have made it impossible for me to sign-in (locked my account), they have made it impossible to obtain help via phone (hung up on me repeatedly), or via an online portal (locked my account). All I want, and as I have said to them REPEATEDLY, is to END this business relationship. I just want out. They have now billed me for an additional 3 months of service (close to a thousand dollars!!!) when I have done everything I can think of to get out of this account.

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23358999
  
  To Whom It May Concern:
  
  T-Mobile ********. (T-Mobile) is in receipt of your correspondence dated May 21, 2025,regarding the account referenced in the above-mentioned file number.   Please be advised we have made attempts to contact our customer, which have proven unsuccessful.  As such, T-Mobile will make every effort to address their concerns within this letter.
  
  T-Mobile regrets any concerns the customer may have regarding the account, and we appreciate the opportunity to respond.  In the customers correspondence to your office, they indicate their concerns pertain to a request to cancel their account.
  
  In reviewing our records,T-Mobile first received a request to cancel the lines of service on our customers account on May 6, 2025, when our customer contacted T-Mobile.  At that time, the request to cancel was not completed as the interaction ended and our ************* was not able to reach the customer again as such no further action was taken.  On May 23, 2025, records indicate that our customer logged into their self-service portal and generated a Temporary Port-Out PIN.  A Temporary Port-Out PIN is used by customers who wish to port out from T-Mobile.  It should be noted that a Temporary Port-Out PIN can be used to port out any mobile number on an account, and it is valid for seven days upon generation.  Once customers have received a Temporary Port-Out PIN from T-Mobile, they must provide the Temporary Port-Out PIN to their new provider as well as any additional account information that may be necessary for porting their number.
  
  As T-Mobile has not been able to speak our customer regarding their concerns.  Should the customer wish to discuss their concerns,they may contact our office using the contact information provided in our email contact attempts. 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
  
  ******************
  
  
  ******* *****
  Executive Response

• Initial Complaint

  Date:05/21/2025

  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 paid my monthly bill for my phone service. The billing cycle ends on May 28th, 2025. My entire account with ******** was closed today, May 20th, 2025. T-Mobile is refusing to refund my money for the last 8 days of the cycle, despite me not having the service any longer. The account is fully closed, with no active lines, yet they are keeping my money for service I don't have.

  Business Response

  Date: 06/02/2025

  
  June 2, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  RE:      Your File Number: 23358247
  
  To Whom It May Concern:
  
  T-Mobile *********(T-Mobile) is in receipt of your correspondence dated May 20, 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, the customers concerns are pertaining to being charged a full billing cycle when they cancelled before the billing cycle ended.
  
  After a thorough review,T-Mobile records indicate that when the customer ported out two lines of service to another provider and reduced the account from three voice lines to one voice line.  Additionally, the customer contacted our ************* team and canceled the remaining voice line that same day. As a result, the account was canceled.  
  
  Please be advised that customers are responsible for all usage and charges through the end of their current billing cycle per T-Mobiles Terms and Conditions.  To review, please visit:  ******************************************************************.
  
  On May 23, 2025, our office contacted the customer and advised them of the above information.  ********** was able to come to an amicable resolution with the customer to resolve the 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: 06/08/2025

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

• Initial Complaint

  Date:05/21/2025

  Type:Sales and Advertising 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 took advantage of Sprint's "free line on us" promotion years ago before the Sprint/T-Mobile merger. I continued to get the "free line on us" after the merger until ******** increased it's rates in April 2025. All 5 of my lines ***'s increased by $5 including my free line. I contacted T-Mobile a couple months later and T-mobile acknowledged the error. As a result, I received a one time credit on my May bill for the prior MRC charge for the free line, however the $5 MRC on the free line was not removed. I contacted ******** again and now they're saying it's not a free line. This is a breach of contract and ******** need to continue to honor the merger agreement even when line rates increase, the free on us should remain a free line. I am very frustrated about this and hope that something can be done about this.

  Business Response

  Date: 05/27/2025

   
  
  May 27, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re: Your File Number: 23358027
  
  To Whom It May Concern:
   
  *****************. (T-Mobile) is in receipt of your correspondence dated May 21, 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 monthly promotional line credits. 
  
  After a thorough review, our records indicate our customer has six voice lines on their account.  One of our customers voice lines is enrolled in a monthly promotional credit of $15.00, which as of March of 2025, offset the full cost of the line.  
  
  As costs and inflation continue to rise, in 2024 and 2025, T-Mobile made small adjustments to the pricing of some of its older rate plans for the first time in nearly a decade.  On May 22, 2024, T-Mobile notified certain customers enrolled in older rate plans that their plans monthly recurring charge would increase as of their June or July 2024 billing statements.  On March 13, 2025, T-Mobile began notifying a separate group of customers enrolled in older rate plans that their plans monthly recurring charge will increase as of their April or May 2025 billing statement.  It is important to note that any lines impacted by a monthly rate increase in 2024 that remain on the same rate plan will not see another increase in 2025.   
  
  T-Mobile notified all impacted customers, by way of text message, email, and/or direct mail, about the rate increase and how the increase specifically impacts their account, including how much their current rate plan will increase, when to expect the increase, and where they can find more information.  In most cases, the rate increase is $5.00 per line.  All plan services, benefits, and due dates will remain the same.  If any customer is interested in shopping for a new rate plan or would like to review our current rate plan offerings, we encourage them to contact ************* or visit *****************************************.
  
  T-Mobiles long-standing commitment to offering low prices and the best value in wireless will never change.  While making any adjustments to plan pricing is difficult, these updates will help us continue offering tremendous value for customers, as well as providing the experiences T-Mobile customers have come to love from us, well into the future.
  
  Upon further review of our records, beginning in April of 2025, our customer retained the $15.00 monthly promotional line credit.  However, as the cost of the line increased our customer was now charged $5.00 per month for the line of service in question. 
  
  Our office contacted our customer on May 27, 2025, regarding the above findings.  To amicably resolve this matter, the account was enrolled in an additional $5.00 monthly promotional credit, offsetting the $5.00 increase.  Additionally, a credit was applied to our customers account. 
  
  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: 05/27/2025

   
  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,
  
  ****** *****

• Initial Complaint

  Date:05/20/2025

  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.

  T-Mobile Elder Abuse - ***** ***** ****** (my mom) ************. I am authorized on her account. She added me after I called & spoke to customer service. My mom is 75. She has the Essentials Plan 55 for people 55+. She came to visit me in *********** & stated she was going to cancel T-Mobile because her bill doubled & no one in the Harlingen T-Mobile would help her figure it out. I got into her account & noticed she had 3 phone lines, 2 watches, 2 ************** of accessories. She is paying a service ******************** charges on all of these devices. She stated she keeps taking her **************** into the store with issues (tons of pop-********** is being told it is broken & she needs to get another phone/tablet. I did a factory reset & fixed her phone. She was told her phone would "only be $30". They never quoted the plan just the phone. They told her she would get a free watch but never told her about the monthly service plan. She tried returning the extra tablet & watch because she doesnt use it & is pratically new & was told she could not return it. I removed items to help her, however, she now owes tons on device installment fees. She was taken advantage of due to her age & has tons of new devices that just needed to be reset sitting at home. I just found out because she was too proud to admit that she was scammed.

  Business Response

  Date: 06/02/2025

   
  
  June 2, 2025
  
  FILED ELEC*RONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:Your File Number: 23357769
  
  *o Whom It May Concern:
   
  *****************. (*-Mobile) is in receipt of your correspondence dated May 21, 2025, regarding the account referenced in the above-mentioned file number.  
  
  *-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to their monthly recurring charges and equipment purchased.
  
  Please note that all decisions concerning the customer relationship are made without regard to age, race, color, religion, creed, ***, sexual orientation, national origin, marital status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law.  Discrimination or harassment based upon any of these factors is wholly inconsistent with our company values and will not be tolerated.
  
  Upon review of the account, our records confirm that the customer activated service and purchased equipment using our Equipment Installment Plan (EIP).  Additionally, *-Mobile can confirm that the customer has been billed correctly.  *-Mobile provides a return period to all customers, allowing them to use the service to see if it meets their needs.  If our customer found the service was not acceptable, they could have cancelled service within this period and have only been responsible for the service charges, fees and taxes incurred through the date of cancellation.  Our customer would also have been able to return their device for a refund, less any restocking fee.  
  
  *he customer can review their monthly billing statements on ************ or the * Life app to verify these findings.  *hey can also review their completed equipment financing agreements through either self-service portal.  Please be assured *-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 *-Mobile employee failed in any way to display that during the customers recent contact with our retail location and ************* *eam. 
  
  On May 22, 2025, our office contacted the customer and advised them of the above information.  Please be advised that as of the date of this letter, the customers account remains active, and our office is continuing to work with the customer to reach 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 *-Mobile be closed.
  
  *hank you for bringing this matter to our attention.
  
  Very truly yours,
   
  ******************
  
  
  ******** *****
  Executive Response
  
  

• Initial Complaint

  Date:05/20/2025

  Type:Delivery 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.

  Placed online order to upgrade service plan and trade in and upgrade 2 devices, was notified that devices were on back order and to go in store to have order transferred and pick up devices. In store over 2 hours informed order couldn't be completed by manager who requested I return the next day so he can complete order. Next day at promised time he was not there representative there messed up every single detail did not upgrade plan ..did not review for corrections needed very bad attitude and gave us the wrong phones and messed up.entire account and transaction over charged us over $1000 in total and over $100 in taxes due to wrong info being entered she stated she couldn't resolve because no manager was present

  Business Response

  Date: 06/02/2025

   
  
  June 2, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:Your File Number: 23357272
  
  To Whom It May Concern:
   
  *****************. (T-Mobile) is in receipt of your correspondence dated May 21, 2025, regarding the account referenced in the above-mentioned file number. 
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter.  In reviewing this matter, the customers concerns are pertaining a device promotion that was not applied to their account.
  
  After a thorough review T-Mobile confirmed that the account and all qualifying device promotions have been successfully applied to the account and are reflective in the monthly recurring cost of service.  Our review found the promotional device credit was successfully applied to the device installment plan, and in turn reducing the overall cost of the device to the promotional rate. 
  
  T-Mobile contacted the customer on May 22, 2025, and addressed their concerns and reviewed their monthly recurring charges and the applied promotional credits.  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:05/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called T-Mobile on 12/31/24 to purchase a new phone for my son. *** ****** help me and he was very helpful and pleasant to me during the entire process. I told ****** I need a new phone for my son but I'm on a ****** budget. He told since I'm with the company over 19 years he will definitely work with me. He told me there was a promo going on get 4 lines for $100 and the 4th line doesn't have to activated plus an additional promo buy one IPhone get one free. And my monthly bill would be $140 less than my current bill which was $147. The *** contact a neighboring store on ************************ and spoke with **** and set up the new plan with new phone plus one free. On the same day we went to the store and saw ****, we got the two phones and the 4 lines and left. Later on I received a phone call from ******, He told me the store misses up my account and was over charging me and that wasn't the deal we spoke of. He assured me not to worry he would take care of it because the in stores don't have the same abilities they do on line. To my surprise In January of 2025 I got my ***** **** and it was $181.97. I have called T-Mobile several times each month and they credited my account each month to $140. I would spend countless hours on the phone each time I called. I spoke to numerous ***s *********** and managers all have tried to resolve the issues with different resolutions but non came through. I spoke with **** today and he told me I will be charge for the second phone so my bill remains at $181.97 and there is nothing they can do. T-Mobile violated there contact and engaged in deceptive pratice. I would like T-Mobile to adjust my monthly bill as promised.

  Business Response

  Date: 06/02/2025

   
  
  June 2, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:Your File Number: 23356999
  
  To Whom It May Concern:
   
  *****************. (T-Mobile) is in receipt of your correspondence dated May 20, 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 the customers concerns are pertaining to our promotional offers.
  
  Our customer recently purchased two devices via our Equipment Installment Plan (EIP), and agreed to 24 monthly installments for each device.  However, our customer was expecting to enroll in a promotional offer that provided one of the devices at no monthly cost after a monthly Recurring Device Credit (RDC) when they purchased two eligible handsets.  Regrettably, one of the devices our customer purchased was not eligible for the promotional offer.
  
  Please be assured T-Mobile strives to provide world-class service to all our customers on each contact or visit.  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 contact with our ************* team and Retail location.
  
  T-Mobile contacted our customer on May 22, 2025, and advised them of the above information.  T-Mobile is pleased to report we reached an amicable resolution to our customers concerns.  Additionally, we provided our contact information should they have any additional questions regarding this matter.  T-Mobile regrets any inconvenience this matter may have caused 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 Response
  
  

  Customer Answer

  Date: 06/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. My dispute with T-Mobile has been resolved.
  Mr. Kaleb a manager from T-Mobile called me on 5/22/25 and settled the dispute. I am now paying 129.87.
  
  Words are not enough to say thank you BBB for your tremendous support.
  

  
  

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

• Initial Complaint

  Date:05/20/2025

  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.

  ******** is not authorized to draft money from my checking account without my authorization on a CLOSED account, and for services NOT provided. ******** is charging me for services that I have with another company. Furthermore, T-Mobile cell phone services have not given me services because I was left without service the date of my accident, and had no phone services.

  Business Response

  Date: 06/02/2025

    
  June 2, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:Your File Number: 23353027
  
  To Whom It May Concern:
   
  T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated May 20, 2025, regarding the account referenced in the above-mentioned file number. 
   
  T-Mobile regrets any concerns our customer has regarding their account, and we appreciate the opportunity to respond to this matter.  In reviewing this matter, the customers concerns are pertaining to their AutoPay on a cancelled account. 
  
  After a thorough review of the account, it was found that our customer activated their account in March of 2025 and at the time they enrolled in AutoPay.  AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.  Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay.
  
  Records show that on the same day of activation, the customer performed a billing cycle change, to update their due date.  Please be advised that during this change, our customer was informed that they would receive a small billing statement and a large billing statement before the billing cycle change would fully take effect.  As such, our customer was billed for their prorated April bill, via AutoPay.  It should be noted, as the customer authorized AutoPay, it is T-Mobiles position that the payment debited was authorized.  Thereafter, in April of 2025, the account was cancelled, after the customer ported their two voice lines to another service provider. 
  
  On May 21, 2025, our office contacted our customer, discussed their concerns and was informed of the above-mentioned research.  We provided a resolution to their satisfaction and confirmed their account remains closed with a zero balance.  Furthermore, we provided them 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 Response
  
  

  Customer Answer

  Date: 06/12/2025

  I want to inform you that the dispute has been resolved. A representative (CEO) from T-Mobiel (Sprint) contact me regarding the dispute file on BBB, I expressed my several attempts to resolve the problem, and I had no choice but to report this with BBB,  The representative understood and was able to assist me. 
  Thank you for assisting the community, I appreciate it very much. There are many companies who take advantage of the consumer, and feel they can get away with confusing, misleading, and deceptive contracts, and that is what you all ASSIST with. There are no WORDS to express my gratitude.  
  
  Thank you once again.