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
- 3,868 total complaints in the last 3 years.
- 1,265 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:05/20/2025
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.
Paid ******** $155 and my understanding is that I had to pay ahead. I paid on April 12, and we ended our plan on April 25. They are saying that we were paid for a date in February for a date in March. They claim my bill is from like March something to April something. The ***resentative on the line stated that if I ever leave a phone company I should port at the end of the billing period. I have requested my bill, and she said it is all explained there. I have paid *************** thousands of dollars over the course of my business with them. I left because they provided poor coverage, and they will not offer their current customers the same benefits they will provide for brand new customers who are switching over to them. I would be willing to pay half the bill or $85 but not $170. I thought that T-Mobile would send me a bill before now. I thought that the original *** told me I owed like a day. They are unwilling to prorate the bill. I can send you the bill when they email it to me. Thank you!Business Response
Date: 06/01/2025
May 31, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23353026
To Whom It May Concern:
******************(T-Mobile) is in receipt of your correspondence dated May 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 the proration of their final bill.
Our customers account was billed by a system known as bill current. This means charges for the rate plan were billed in advance of the service being provided and became due within that billing cycle. Our customers are responsible for all charges through the end of their service term. In April of 2025, the account was cancelled when the numbers were ported out to another carrier. As the cancellation took place during the service period, the account was billed for the full billing cycle in advance. Please note that final billing statements are sent via **** to the billing address on file.
T-Mobile has verified the address on the account and based on the actual coverage map, confirms their account address is in a location with coverage challenges. T-Mobile is always working to improve our service. Currently, we do not have plans to expand in this area in the near future.
T-Mobile contacted our customer on May 27, 2025, and we were able to reach an amicable resolution with them. Additionally, 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: 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. T-Mobile made a good settlement with me so we are all good. Thank you for your kind assistance!
Sincerely,
******* ******Initial Complaint
Date:05/19/2025
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.
We started transferring our phones to t-mobile in march it took until April 15 to finally get everything mostly completed. During that time we spoke with several employees and each one pulled up their coverage map and promised we would have 4g or better coverage at our cabin located at ****************************************. This is vital as I attend virtual classes from there and my husband works from there. This weekend was the first weekend we went up to test them and we had zero signal our phones were in SOS signal even standing on the roof!! We went to T-Mobile as soon as we got home ****** was very apologetic and helped as much as he could and say write us while we called customer service. **************** immediately informed us we were outside of our ***** period and our only option was to pay off our new phones and go to a new carrier. They even admitted their maps show future coverage but those towers are not complete yet. So they are selling and offering a product they dont ****** have yet?!? This can not be legal.Business Response
Date: 05/30/2025
May 30, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23349488
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated May 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 poor coverage at a specific location.
We regret any coverage concerns our customer has 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. Customers may check T-Mobile coverage down to the street level using the Personal Coverage Check tool. In reviewing the Personal Coverage Check tool for our customers area, T-Mobile shows they should expect poor coverage while outside. This level of coverage is compatible with the *** 700A and *** 850 bands of spectrum, which our customers device is compatible with.
********** connected with our customer on May 20, 2025, and provided the above information. ********** provided an amicable resolution to their concerns.
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 ResponseInitial Complaint
Date:05/19/2025
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 24, 2024, I canceled my T-Mobile service via a phone call with a representative who confirmed that the process was completed. Since then, I have had no access to my account and received no further communication from T-Mobile.However T-Mobile made the following four unauthorized charges after service was cancelled:- Nov 14, 2024 $112- Dec 16, 2024 $130- Jan 14, 2025 $130- Feb 14, 2025 $130Total: $502I have contacted customer service multiple times to resolve this matter. A summary of my calls is below:DateRepresentativeOutcome02/22/2025ShaneConfirmed account was inactive and promised a refund within 10 days.03/11/2025Denied refund, blaming me for not noticing charges.03/13/2025AnneProvided case numbers (***********, ***********, ***********, ***********), but no refund received.03/1904/02Rix, *******, Abna L.Unable to find any account records; advised me to visit a store.I also visited a local T-Mobile store, but staff were unable to assist and referred me back to customer service.Please help me to get the total unauthorized charges of $502 from T-Mobile.Your help is highly appreciated.Business Response
Date: 05/30/2025
May 30, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 23348099
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated May 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 the account billed charges.
Our records confirm that our customer activated five voice lines in August of 2018, and was enrolled in AutoPay. In September 2024, our customer canceled four lines of service, after they ported the numbers to another wireless carrier. Our records do not reflect a request for cancelation existed, on the remaining line, and as such, the fifth line of service continued being charged.
Between February and March of 2025, our customer contacted ************* which initiated a refund; however, due to an inadvertent error, was declined.
On May 21, 2025, our office contacted our customer, via email, and resolved their concerns after we processed a refund for the disputed payments. The customer must allow 1-3 business days for the funds to appear in the bank account provided. 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,
******************
****** Pavia ******
Executive ResponseCustomer Answer
Date: 05/30/2025
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,
Shang-*** ****Initial Complaint
Date:05/19/2025
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.
To Whom It May Concern,I am writing to formally raise two concerns regarding my T-Mobile account and service experience:I traveled outside ******** from August 2024 to April 26, 2025. Before leaving, I contacted customer service and requested suspension of both lines ************* and ************). At the time, my account had a $250.02 credit. I was told that suspending the lines would preserve my balance until I returned.However, when I came back, I was shocked to find that my credit dropped to $67.69 and my wifes line (************) had been cancelled without notice or permission.When I contacted support, I was told I must pay for the full plan. I was never notified by call or email or even messages that payment was due or that any cancellation might occur.I believe its unfair to be charged for a service we did not use, especially after following customer service guidance. I also have screenshots of my conversation and payment history during this period to support my claim.I have always trusted T-Mobile and appreciate your service. I dont want to switch providers, but this situation is disappointing.I am requesting:Restoration of my full credit balance ($250.02), andReactivation or proper resolution of my wifes cancelled line (************).Business Response
Date: 05/30/2025
May 30, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re: Your File Number: 23348098
To Whom It May Concern:
****************** (T-Mobile) is in receipt of your correspondence dated May 19, 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 monthly recurring charges while suspended and a line cancellation.
After a thorough review of the account, T-Mobile records confirm that our customer requested for two lines on the account to be temporarily suspended. Our customers account may be placed on seasonal suspend twice per 12 months for a maximum of 180 consecutive days. Please note some account types are billed all normal monthly charges while suspended. Pursuant to our customers request, their line of service was seasonally suspended and was scheduled to resume after 90 days, so long as payments remain current through that date. If at any time the account goes into a past due status the seasonal suspension will be removed, and the account will be suspended for non-payment.
Our customer was informed that they would only be charged $10.00 per line per month while under the Seasonal Suspension. However, our customers account did not qualify and was charged their normal monthly recurring charges while suspended.
It is important to note that our customer requested to resume the account in order to receive text messages, and would then request to suspend the line again. This was requested multiple times between June 2024 and April 2025. Charges associated with the usage are considered valid. While working with our ************** our customer requested to cancel one line on the account. It is important to note that the line in question has been cancelled for over 90 days and can no longer be resumed.
On May 20, 2025, our office contacted our customer, discussed their concerns, and reached an amicable resolution. T-Mobile regrets any inconvenience this may have caused our customer. Furthermore, we provided them our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
******** *******
Executive ResponseCustomer Answer
Date: 05/30/2025
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,
******* OrifInitial Complaint
Date:05/18/2025
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 put a phone from them and they dont tell me anything but theyre not responsible for referring them to shop q 1 which is their partner which sells phones and I paid for this phone and I havent received its been two weeks now still no idea whats going on with phone and I paid for priority shipping to receive it in 1-3 business days I continuously call their customer service and they do not help me in any way I want my phone or money backBusiness Response
Date: 05/22/2025
May 22, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
************************
Re: Your File No. 23347204
To Whom It May Concern:
Assurance Wireless is a brand operated under ****************** (T-Mobile). As such, T-Mobile provides a response on behalf of Assurance Wireless. T-Mobile and Assurance Wireless may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated May 18, 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 they have not received from Quality One, where Assurance Wireless customers may purchase brand name phones and accessories compatible with the Assurance Wireless network. Customers may purchase new devices at full retail price, or via available financing options depending on qualification. Customers may visit *********************************************** for further information or assistance.
Please note Assurance Wireless and Quality One are two separate companies each with their own policies and procedures. Assurance Wireless can assist our customers with their Quality One device activations or troubleshooting; however we do not have access to Quality Ones device orders.
T-Mobile contacted the customer on May 22, 2025, via email and addressed their concerns. Additionally, we respectfully request you forward this correspondence to Quality One at *******************************************;for further investigation and response. T-Mobile regrets any inconvenience to ***** *****.
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 ResponseInitial Complaint
Date:05/18/2025
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.
On 3/21/25 my stepfather and I walked into this T-Mobile store located at ******************************* and we spoke to a manager named ********. We wanted to add a line onto my stepfathers account one phone line and I was trading in the previous year iPhone.. originally when we started the plan, ******** told us of a promotion where you could get up to $1000 for starting up a new line with a go plan and thats exactly what we did I traded in my phone. I was told that my iPhone 15 I would be getting 1 for it which would cancel out for the iPhone Pro I was adding to my stepfathers line. We did the trade in in store. I paid the difference for my portion and we left two days later. The phone began to overheat. I tookthe phone immediately back on 3/26/25 . And spoke to the manager that evening **** explain to him we had just gotten in the phone a few days prior. It was overheating and I would like to just swap it out. I ended up swapping the phone out for an iPhone Pro Max, instead of another pro and paying the difference. Upon leaving the store after being there for 2 1/2 hours just to swap out a phone in previously for 3 1/2 hours to start up the plan. The store was now closed that evening on the 26th and I received a text message after the fact stating that my discount for my plan was removed from my line.. I called into T-Mobile after this and they told me I needed to go back to the store since that is where I made the exchange. I returned back to the store as I live an hour and 20 minutes away from the store after a few days and spoke to ***** * . I explained to *****, my issue and that I was not getting the discounts as promised on my plan that I was paying almost $200 justfor my line and that that did not make sense as to what we were told he assured me that we would get everything straightened out after two hours assured me, I would receive a text message Letting me know my discount was added back or a lump sum of 630. Ive called and left messages. This store is fraud!Business Response
Date: 05/30/2025
May 29, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23346891
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated May 18, 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 adding a line on an existing account with a device promotion with a handset trade in, and in addition returning a non-working handset within return period.
After a thorough review T-Mobile confirmed a new line was activated with an equipment purchase. At time of purchase the customer traded in a device in which the trade in credit was applied towards the down payment and retail taxes. In addition, the qualifying device promotion was successfully applied to the account and is reflective in the monthly recurring cost of service.
Our review found the customer returned the original non-working handset within the return period as such the qualifying promotion was removed. However,the customer purchased another handset and remitted a payment for the difference of the down payment and retail taxes at the time of purchase. It is important to note that the trade-in credit which was applied towards the first device purchase was transferred to the second device purchase. Furthermore,the second device purchase was enrolled in the qualifying device promotion.
T-Mobile contacted the customer on May 22, 2025, addressed their concerns, reviewed their monthly recurring charges, and provided 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 ResponseInitial Complaint
Date:05/17/2025
Type:Order 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.
Paid my phone in full , tmobile has yet to unlock my paid in full phone so it can be used internationally. If not please reimbursement for the full amount paid for the phone. This type of behavior is thievery.Business Response
Date: 05/29/2025
May 29, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 23344882
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated May 17, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to a Mobile Device Unlock.
Please note, Mobile Device Unlocks are available to customers who meet our eligibility requirements, which are available at *************************************************************************************; T-Mobile records reflect the customers handset met the qualifications for a Mobile Device Unlock. The device was unlocked at the equipment installment plan completion.
T-Mobile contacted the customer May 2025 and addressed their concerns and confirmed the handsets Mobile Device Unlock has successfully been unlocked. 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 ResponseInitial Complaint
Date:05/17/2025
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.
Hi, I hope someone can help me. My issue is my cell phone plan has changed after I/we was encouraged to upgrade at the store. We visited a T-Mobile store on February.8, 2025 in the ********************************, **. Enquiring about some new phones, not plan changes or service changes. The gentlemen tried to convince us to change phone and plans. My cell phone package has been grandfathered in from Sprint. I/We started some years back from, ********, Us Cellular, Sprint, and now T-Mobile. Which means we started back with cell-phone companies in the mid 1990 (1994/95) until present. Our plan price has been total monthly $130.97. In March we received notice that each phone line would increase by $5.00 monthly. Thats $15.00 a month more. When we were transferred over to T-Mobile were "granted to be grandfathered in for same service that we previously already had from Sprint."However, "After we stopped into the store enquiring about upgrading phone, we received a price line increase per phoneline." The phone bill now runs $146.06 opposed to the $130.97. There was no complete explanation from T-Mobile as to why our planned change after stopping into T-Mobile store back in February. We received notification by way of text 04/02/2025 shortly after enquiring about phones in the store. That our package was increasing by the $15.00 It would be a great desire to return to back to an original package. That we were grandfathered into before the switch over to T-Mobile. What we were promise prior to switching over. This is deceiving customer changing after enquiring about merchandise and purchasing what they want you to have. The salesman continuously tried to convince us to change the plan and stated we can get a cheaper plan and qualified for free phones as well. If someone, could please check into this and update us it would be greatly appreciated. Thank you so much for your time.Business Response
Date: 05/30/2025
May 30, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 23344834
To Whom It May Concern:
****************** (T-Mobile) is in receipt of your correspondence regarding T-Mobiles recent rate plan monthly recurring charge update.
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.
Regarding these updates, we are aware some customers have inquired about Un-contract and T-Mobiles Price Lock and the difference between the two. First, it is important to note that whether a customer qualifies for Un-contract or Price Lock depends on when the customer activated their account and/or enrolled their already-existing account in a qualifying rate plan. Customers who activated their account before April 28, 2022, are not eligible for Price Lock, as T-Mobile did not begin offering Price Lock until April 28, 2022. Customers with Price Lock were not impacted by the recent rate increases. For more information on Price Lock, please visit our website at ***********************************************************************;
Before Price Lock was offered, T-Mobile offered Un-contract. In particular, on January 5, 2017, T-Mobile began offering Un-contract, in which T-Mobile promised that if it ever raised the monthly recurring charge for a covered plan, customers who chose to leave T-Mobile
as a result could have T-Mobile reimburse their last months service charge. That Un-contract promise applies to all customers who activated an account on a qualifying rate plan and/or enrolled in a qualifying rate plan between January 5, 2017and April 27, 2022. Consistent with T-Mobiles Un-contract promise, any such customers impacted by the rate increase can request to have their final months qualifying service charge reimbursed if they choose to cancel service as a result of the increase. Customers simply need to cancel service and request reimbursement within 60 days of the price increase.
Here, our records show that this customer activated their account outside of the Price Lock period. As such, their account is not protected by Price Lock given their account activation date preceded the introduction of Price Lock. Their account, however, is currently eligible for T-Mobiles Un-contract promise. Therefore, our customer may request to have their final months recurring charge reimbursed, should they opt to leave T-Mobile because of the rate increase. The customer just needs to let us know within 60 days of the increase. If they wish to stay with T-Mobile, the account will remain active on their current T-Mobile rate plan.
Based upon the foregoing, we respectfully request that this complaint against T-Mobile be closed. For additional concerns, please contact T-Mobile at ************.
Respectfully,
******************
***** Johnson
Executive ResponseInitial Complaint
Date:05/17/2025
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.
I canceled my T-Mobile line in November 2024, but I recently discovered Ive been charged monthly for the line ever since. Despite explaining the situation to customer service, ******** refused to refund me, even though the line has not been used and should have been deactivated.I unfortunately no longer have documentation confirming the cancellation, but I firmly believe the ongoing charges were made in error. I am requesting a refund of the charges made after the date I canceled and a review of my account activity to confirm the line was inactive. The total amount I have been charged without using their services is ($810.13).Business Response
Date: 05/29/2025
May 29, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 23344193
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated May 17, 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 line remaining on account after porting numbers out to their new carrier.
T-Mobile has reviewed the account and confirmed the mobile numbers were transferred to another service provider. The arrangement to transfer the line of service was made directly with the customers new ********************** service provider and not with T-Mobile whose only involvement in this transaction was to cancel the line of service after the customers new ********************** service provider took control of it. In reviewing our records, T-Mobile first received a request to cancel the remaining lines of service on the customers account in April of 2025, when the customer contacted T-Mobile.
It should also be noted that the customer account was enrolled in *******. 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.
On May 21, 2025, our office contacted the customer to address their concerns. To amicably resolve the customers concerns, T-Mobile issued a refund for three months service charges. 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 ResponseInitial Complaint
Date:05/17/2025
Type:Billing 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 obtained T-Mobile home internet services on 5 April 2025 within their test drive program that allowed the customer to try out the services without any charges if they canceled within a certain time frame. The services were not adequate so I returned the devices and canceled the services the next day on 6 April 2025. I then received a bill on 7 May 2025 saying I am past due on payment to T-Mobile, I called on 7 May 2025 and talked with ****** for interaction # ******. She claimed to credit my account and resolved the billing issue, but refused to provide any documentation saying my account balance is zero. She assured me everything was taken care of and I owed no payment, but again would not provide any confirmation other than the interaction number. Then on 16 May 2025 I received ANOTHER bill from T-mobile saying I am overdue on payment and they have added a late fee. I called customer service and they could not explain why I received the second bill nor would they provide any documentation saying I have a zero balance, and just told me to ignore the bill as my balance is zero. Obviously not something i'm willing to ignore since T-Mobile has not provided ANY documentation saying I owe nothing, in fact, quite the opposite, T-Mobile has twice now sent me bills saying I owe payment.Business Response
Date: 05/29/2025
May 29, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23343836
To Whom It May Concern:
****************** (T-Mobile) is in receipt of your correspondence dated May 17, 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 continued billing after cancelation of their T-Mobile Home ****************.
For a limited time, T-Mobile offered the 15-Day T-Mobile Internet Test Drive promotion. This promotion allows customers activating Home Internet or *********************** services on a qualifying plan to receive their money back, via a one-time bill credit or prepaid refund card, if they chose to cancel the **************** within the first 15 days of activation.
Customers must make their monthly bill payments until the Test Drive credit is applied, which typically takes up to two billing cycles. To avoid additional fees, such as late payment fees, we recommend paying monthly statements on time. If a customer activates only a Home Internet line and cancels within the 15-day period, they will automatically receive a Prepaid MasterCard for the final account credit balance 30 days after the final billing statement.
Upon review of the account, T-Mobile confirmed the customer canceled a Home Internet line of service within the 15-day period. However, the first monthly payment was not remitted timely. Thus, when the Test Drive credits were applied, they only accounted for the monthly recurring charge for the Home Internet line of service and not the late payment fees. ******** records confirm our ************* team recently adjusted these fees.
On May 20, 2025, our office contacted the customer and addressed their concerns. 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
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