Business Profile

Mobile Phone Service

Sprint Now Part of T-Mobile

Headquarters

This business is NOT BBB Accredited.

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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

3,864 total complaints in the last 3 years.
1,266 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:05/16/2025
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've had a T-Mobile phone plan for maybe 6 months. I chose a unlimitedly everything plan. The phone service has been terrible. Most calls do not go through or come in. The calls constantly drop. I called for help was told to reset the network. Nothing they have done has helped and I am paying over $180 or more for this phone service just for the phones to not even work!!!!
Business Response
Date: 05/29/2025
May 29, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23342508

To Whom It May Concern:

T-Mobile ********. (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 dropped calls.

After a thorough review, based on the coverage map, we confirmed their account address is in a moderate coverage area with coverage challenges. At this time, T-Mobile does not have planned network enhancements for the area which would improve the coverage.

T-Mobile contacted the customer on May 28, 2025, and we are working with our customer to troubleshoot their device as they indicate this problem does not occur only in one area. We will continue to work with our 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 T-Mobile be closed.

Thank you for bringing this matter to our attention.

Very truly yours,

T-MOBILE USA, INC.

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

Customer Answer
Date: 05/29/2025

Complaint: 23342508

I am rejecting this response because:
Response was not helpful
Sincerely,

**** *
Initial Complaint
Date:05/16/2025
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 was a customer with ********************** prior to the merge to Tmobile. After being a customer for 6-7 years. I decided to switch carriers from Tmobile. I hoped that the switch would go well. To my dismay, it was more difficult than I anticipated. Eventually I was able to switch carriers from Tmobile to another carrier. However, I was later met with a bill from Tmobile. I am asking that the amount due is corrected,leaving it at $0
Business Response
Date: 05/30/2025

May 30, 2025

FILED ELECTRONICALLY

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

Re: File Number: 23338839

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated May 16, 2025, regarding the account referenced in the above-mentioned file number. Please be advised we have made attempts to contact the customer, which have proven unsuccessful.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to their account billing after cancellation.

After a thorough review, T-Mobile records confirm the customer contacted ************* requesting a Temporary Port-out PIN. A Temporary Port-Out PIN is used by customers who wish to port out from T-Mobile. Accordingly, ************* assisted the customer with obtaining this information and their T-Mobile account was cancelled when they ported their services to another service provider. Pursuant to T-Mobile policy, customers who cancel mid-cycle may be billed through the end of their current billing cycle. As the customer cancelled their services mid-cycle, they were billed through the end of their cycle.

T-Mobile would like the opportunity to speak with the customer and work toward an amicable resolution. We request the customer contact our office at the number provided during our 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

Customer Answer
Date: 06/06/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution to pay the amount of $22.00, which has been paid, and is satisfactory to me. However, I have learned that following my complaint with the BBB, the account was sent to a collection agency. I will contact the collection agency, to inform of the resolution.

Sincerely,

**** ******
Initial Complaint
Date:05/16/2025
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 made an agreement with ******** to purchase cell phone service via an online chat in March of 2022. During that chat, I asked, "Is this price guaranteed for as long as the account is active?" This was answered, "Yes." However, I have recently been informed that the price will be increasing by $6.12/month. Please see the uploaded letter I sent to T-Mobile on May 8 disputing the increase. Attached to that letter is a transcript of the chat agreement made on March 28, 2022. I have highlighted in red the pertinent portions of the chat transcript. Other than the highlighting, I have not altered the transcript in any way. This morning, I received a call from T-Mobile agent, **** ****** in which he informed me that T-Mobile would not honor the guarantee made by their agent in 2022! I then asked if ******** would provide an arbitrator to resolve the dispute. He said they would not. He did offer to provide some temporary credits but, again said they would not honor the agreement that the monthly price would not increase. I replied that that was not acceptable. I am therefore requesting help from BBB to resolve this dispute. This is Mr. ******** contact information: **** OsorioSr. Specialist, Team CEOT-MobileDirect ************ | Email: ******************************************
Business Response
Date: 05/30/2025
May 29, 2025

FILED ELECTRONICALLY

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

Re:      Your File Number: 23336917

To Whom It May Concern:

T-Mobile USA, Inc.(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, 2017, and 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,

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

**** ******
Executive Response
Customer Answer
Date: 05/30/2025

Complaint: 23336917

I am rejecting this response because: The fact remains that in the online chat with the T-Mobile agent in 2022, I asked, "Is this price guaranteed for as long as the account is active?" The T-Mobile agent replied "Yes" (unconditionally). I then replied, "Ok. I agree." To which the agent replied, "ok" I believe this is a binding agreement as documented in the transcript.! The account has remained active with every payment being made on time. It was the T-Mobile agent who made the statement including, ". . . Terms and Conditions of Service, which require arbitration of disputes unless you opt out within 30-days." I did not opt out and respectfully request that if T-Mobile will not voluntarrily honor the agreement made by its agent with me, then the matter should be resolved by an impartial arbitrator. Also, the total amount of the increase is $6.12/month.
Sincerely,

**** *****
Business Response
Date: 06/10/2025
June 10, 2025

FILED ELECTRONICALLY

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

            Re:      **** *****
                        Your File No. 23336917
                        T-Mobile Account No. *********

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated June 5, 2025, regarding the above-referenced account.

T-Mobile regrets any continued concerns **** ***** may have experienced with their account, and we appreciate the opportunity to respond. Our records show that **** ***** activated their account and subscribed to our Essentials 55+ rate plan on March 29, 2022. Their account currently has two voice lines of service subscribed to our Essentials 55+ rate plan for $70.00 per month plus applicable taxes and fees for the first two lines. Our records also show the account is enrolled in ******* with an eligible payment method and, therefore, receives a monthly discount of $5.00 per qualifying line of service, for a total monthly discount of $10.00.

In their rebuttal,**** ***** claims they entered into a binding agreement with T-Mobile via a chat message. That, however, is not true and we are happy to provide more information to explain. When an individual becomes a T-Mobile customer, the binding agreement they become subject to and that governs the relationship between that individual and T-Mobile is T-Mobiles Terms and Conditions. T-Mobiles Terms and Conditions expressly state this by stating: You accept these T&Cs by activating,using, or paying for T-Mobile services and T-Mobiles Terms and Conditions govern the service(s) you purchase from us and [b]y Accepting these T&Cs, you agree to be bound by these provisions. T-Mobiles Terms and Conditions also state that the Agreement with its customers includes additional terms found in the customers Rate Plan and/or Data Plan. Here, when **** ***** signed up for service, their rate plan was subject to T-Mobiles Un-contract promise, which T-Mobile offered to customers from January 5, 2017 through April 27, 2022. During that time, T-Mobile disclosed details about its Un-contract promise to customers on its website and disclosed that a price increase may occur, but it promised to reimburse customers for their last months recurring service charge if customers chose to leave as a result of the increase. In particular, T-Mobiles website stated that Un-contract is our commitment that only you can change what you pay, and we mean it! To show just how serious we are we have committed to pay your final months recurring service charges if we were to raise prices and you choose to leave. Just let us know within 60 days.

Here, as noted above, **** ***** activated their account and subscribed to our Essentials 55+ rate plan on March 29, 2022, which is within the Un-contract timeframe. Therefore, **** Hardys agreement with T-Mobile is covered by T-Mobiles Terms and Conditions and the additional terms found in T-Mobiles Un-contract promise.

Accordingly, consistent with T-Mobiles Un-contract promise, should **** ***** decide to leave T-Mobile due to the price increase, T-Mobile will pay their final months recurring service charge as long as **** ***** notifies T-Mobile of this decision within 60 days of the price increase. If **** ***** wishes to stay with T-Mobile, their account will remain active on T-Mobiles Essentials 55+ rate plan, with the new monthly recurring charge of $60.00 per month plus applicable taxes and fees, while enrolled in AutoPay with an eligible payment method.

Please note, the DISPUTE RESOLUTION section of T-Mobiles Terms and Conditions outlines the right for our customers to pursue arbitration through the ********************************* They can be reached at:

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

On June 9, 2025,our office contacted **** ***** to discuss their concerns, and the information set out above. We regret any inconvenience to **** *****.

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

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE ********

**** Osorio
Executive Response
Customer Answer
Date: 06/12/2025

Complaint: 23336917
June 12, 2025

I am rejecting this response because: The agent with whom I chatted in 2022 was identified as a T-Mobile "live Sales Expert." AFTER she had listed the conditions of my purchasing T-Mobile's service, she asked "Do you agree to these Terms & Conditions as I have posted them?" I THEN asked her to verify what the monthly charge would be which she did as " On the Essentials 55+ for 2 lines $55+taxes and fees." I THEN asked if the price is guaranteed for as long as the account is active. She replied, "Yes." Only at that point, with this assurance, did I reply, "Ok. I agree." She accepted my reply with "ok" and the account was set up. These are the facts!
I have submitted a request to AAA for arbitration of this matter and have notified Mr. ****** with T-Mobile of this action. I am now waiting for a reply from AAA with instructions on how to proceed.
Sincerely,

**** *****
Initial Complaint
Date:05/16/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
T-Mobile needs to refund me the final bill credit amount of $6.11 (as stated on my final bill dated May 6, 2025) immediately. Additionally, I want them to remove my bank account and credit card information as well as all other personally identifying information from their records/systems as I am no longer a customer and after repeated breaches of their records, I do not trust that they will keep this information secure.
Business Response
Date: 05/30/2025

May 30, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23336916

To Whom It May Concern:

T-Mobile ********. (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 a refund and their AutoPay along with their personal identifying information being removed.

After a thorough review, T-Mobile confirmed that our customers cancelled account had a final bill produced with a credit balance. It is important to note that when a cancelled account is left with a credit balance after the final bill produces, our system will automatically issue a refund 45 days after cancellation to the original payment method or a prepaid ********** will be mailed to the customers billing address on their account. Please note, a refund was not processed on the customers account systematically as the account had not been cancelled for 45 days.

Additionally, T-Mobile may collect personal data to support our legal and business activities, and as permitted by law. Examples of personal data that is collected include social security numbers, drivers license information, date of birth and address. Even after service cancellation, T-Mobile retains certain customer information, including Social Security numbers, as required by applicable laws and regulations. Customers can request information about the data collected or submit a deletion request through T-Mobiles ************** webpage. Upon receiving a deletion request, T-Mobile will delete as much information as possible, though the specifics of what data can be deleted may vary depending on state laws. While T-Mobiles internal processes are proprietary, we assure customers that all data management practices comply with applicable laws and regulations. For more details or to request data deletion, customers can visit T-Mobiles ************** webpage at *****************************************************************************************;

On May 22, 2025, our office contacted the customer to advise them of the above and assisted them with an amicable resolution. Additionally, per the customers request, we removed any payment method(s) saved on their 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: 05/31/2025

Complaint: 23336916

I am rejecting this response because: I am unable to submit a data deletion request because they ask me to log in but they automatically removed my credentials once I canceled my account. I AM REQUESTING THAT THEY DELETE ALL OF MY DATA VIA THIS BBB COMPLAINT and they shouldn't harass me about going to a link that I cannot use for various reasons (I don't fit the other categories and can't log in because they took that away). I am not satisfied until they delete all of my data as requested previously and above.

Sincerely,

***** *******
Business Response
Date: 06/06/2025
June 6, 2025

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated June 5, 2025, regarding the above-referenced account.

T-Mobile regrets any continued concerns ***** ******* may have, and we appreciate the opportunity to respond. As stated in our previous letter our customers have the ability to request their personal data be removed from our systems at T-Mobiles ************** webpage at *********************************************; Once on the webpage, our customers can click the box labeled Start a data request. After clicking the get started option, there are multiple options that allow our customers to pick the type of data request they would like to process. At the bottom of this page there is an option labeled Dont want to log in where our customers do not need to enter any credentials to be able to move forward with the request. Upon selecting that option, our customers are guided to enter information on which personal data they would like to have removed from our systems, once the information is entered our customers are able to submit the request.

On June 6, 2025, our office contacted ***** ******* and advised them of the above information and provided them with the steps to complete the request. T-Mobile regrets any inconvenience to ***** *******.

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

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA,INC.

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

Complaint: 23336916

I am rejecting this response because: I already submitted the request they talked about on May 31, 2025 and it has not been completed. I asked for my data to be deleted again in the BBB complaint and it hasn't been completed. I asked for my data to be deleted again via email to their "Sr. *********** Team CEO" and it hasn't been completed. I filled out the form AGAIN today and the data hasn't been deleted. They are not following through with the numerous requests and I don't want them to have my data since my data has already been breached numerous times when I was a customer. Now they have no reason to keep my data so should delete it today.

Sincerely,

***** *******
Business Response
Date: 06/16/2025

June 16, 2025

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated June 12, 2025, regarding the above-referenced account.

T-Mobile regrets any continued concerns ***** ******* may have experienced regarding their account, and we appreciate the opportunity to respond. As indicated in our previous responses, our customers can visit the T-Mobile Privacy Century webpage at *************************************** to request to have their personal data removed from our systems. Once the request is filed, it can take up to 14 days for the process to be completed.

Our records confirm that ***** ******* filed a personal data deletion request on May 31, 2025, and on June 6, 2025. Please note, ***** ******* will only be able to view the most recent request filed in the customer portal. This request is estimated to be completed by June 20, 2025.

T-Mobile contacted ***** ******* on June 13, 2025, and advised them of the above information. In an effort to amicably resolve this matter, our office offered to follow up with ***** ******* on June 20, 2025, to ensure that the customer portal shows the personal data deletion request has been completed. T-Mobile regrets any inconvenience to ***** *******.

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

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

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

***** Peters
Executive Response

Customer Answer
Date: 06/16/2025

Complaint: 23336916

I am rejecting this response because: they still have not deleted all of my information from their systems. They keep giving excuses then asked me to do something that I already did, knowing that if I did it again it would delay the process (while I did not know this). They need to stop giving excuses and just delete all of my data as I previously asked.

Sincerely,

***** *******
Customer Answer
Date: 06/26/2025
TMobile still has NOT removed all of my personal information from their systems as requested and promised despite my following all instructions on their site AND in replies to this BBB complaint. The last I was told was that the person would escalate it on June 20th but I have not heard anything back from TMobile since. I would like it if BBB would step in and help resolve this matter since it still isn't resolved. I shouldn't have to beg this many times for my personal information to be removed. I don't trust TMobile to maintain my information due to the breaches that they have had and they have no reason to keep my information now that I am no longer their customer.
Business Response
Date: 06/30/2025

June 30, 2025

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated June 26, 2025, regarding the above-referenced account.

T-Mobile regrets any ongoing concerns ***** ******* may have regarding the account, and we appreciate the opportunity to respond. In reviewing the matter, ***** Dalcours concerns are pertaining to their personal data not being deleted from T-Mobile.

As previously advised in our correspondences to your office, T-Mobile may collect personal data to support our legal and business activities, as permitted by law. Examples of personal data that are collected include social security numbers, drivers license information, date of birth and address. Even after service cancellation, T-Mobile retains certain customer information, as required by applicable laws and regulations. Please note, customers can request information about the data collected or submit a deletion request through T-Mobiles ************** webpage at *********************************************; Upon receiving a deletion request, T-Mobile will delete as much information as possible, though the specifics of what data can be deleted may vary depending on state laws. While T-Mobiles internal processes are proprietary, we assure customers that all data management practices comply with applicable laws and regulations. For more details or to request data deletion, customers can visit T-Mobiles ************** webpage. Please note, the data deletion process can take up to 45 days to be completed.

T-Mobile strives to ensure that our processes are clear and efficient for all our past, current, and future customers. T-Mobile takes customer privacy and data security very seriously and complies with all applicable federal and state privacy laws, including those that afford consumers the right to request the deletion of personal data.

To ensure that only authorized individuals can make changes or requests related to personal information, T-Mobiles process for deletion requests includes identity verification steps. This is a safeguard required by law to prevent unauthorized individuals from accessing or altering customer information. T-Mobile does not collect additional data beyond what is necessary to confirm identity and fulfill the request.

T-Mobiles data deletion process can be initiated online via the Privacy Dashboard at *********************************************** or by calling ************* at **************. Customers are also welcome to submit written requests using the instructions provided on the ************** website. After receiving a valid and verifiable request, T-Mobile proceeds with deleting the personal data it is required and permitted to erase under applicable law. ************ may be retained for legal or business obligations, such as fraud prevention, security, regulatory compliance, and financial recordkeeping.

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

T-Mobile has been in continuous contact with ***** ******* to facilitate the removal of the personal data. T-Mobile can confirm that as of June 27, 2025, ***** Dalcours request for personal data deletion has been confirmed. T-Mobile can confirm that ***** ******* should have received notifications regarding the deletion of their data via the email they provided. T-Mobile regrets any inconvenience to ***** *******.

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

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

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

***** ******
Executive Response
Customer Answer
Date: 06/30/2025

Complaint: 23336916

I am rejecting this response because: this generic response makes me believe that they didn't really completely delete ALL of my information as requested. It makes me believe that they will still retain information that they no longer need as I do not have business with them.

Sincerely,

***** *******
Business Response
Date: 07/09/2025
July 9, 2025

FILED ELECTRONICALLY

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

            Re:      ***** *******
                        Your File No. 23336916
                        T-Mobile Account No. *********

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated July 7, 2025, regarding the above-referenced account.

T-Mobile regrets any ongoing concerns ***** ******* may have regarding their personal data request, and we appreciate the opportunity to respond to this matter. As previously indicated in our correspondences to your office, T-Mobile may collect personal data to support our legal and business activities, as permitted by law.

Customers can request information about the data collected or submit a deletion request through T-Mobiles ************** webpage at ******************************************** receiving a deletion request, T-Mobile will delete as much information as possible, though the specifics of what data can be deleted may vary depending on state laws. For more details or to request data deletion, customers can visit T-Mobiles ************** webpage. As stated previously, the data deletion process can take up to 45 days to be completed. Please be advised that ***** ******* filed a personal data deletion request on May 30, 2025, and a second request on June 6, 2025.

On June 20, 2025, our office contacted our ****************** to expedite the completion of the personal data deletion requests for ***** *******. On June 27, 2025, our ****************** confirmed that the personal data deletion requests from May 30, 2025, and June 6, 2025,had been completed and that notifications should have been delivered to ***** ******* via email. While T-Mobiles internal processes are proprietary, we assure ***** ******* that all data management practices comply with applicable laws and regulations. T-Mobile regrets any inconvenience to ***** *******.

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

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE *********

***** ******
Executive Response
Initial Complaint
Date:05/15/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a loyal customer for over 20 years, originally with Sprint and now with T-Mobile. I have remained with the company due to its reliable customer service and affordable pricing.During the transition from Sprint to T-Mobile, I was assured that my existing plan and services would remain similar and that there would be no disruption or increase in cost. However, I was recently surprised to find that the price of my plan has increased.I contacted customer support to inquire about the change. The representative I spoke with informed me that the price increase was due to my being on an older plan. I expressed concern, as I had been promised that my plan and pricing would be grandfathered. She then advised me to switch to the T-Mobile Essentials plan, and I specifically asked whether my Hulu subscriptionan important part of my current planwould still be included. She assured me it would be.Unfortunately, the very next day I received a notification stating that my **** subscription was no longer part of my services. I called customer support again, and the agent confirmed that **** is not included with the Essentials plan. I explained that a previous representative had guaranteed otherwise. The agent acknowledged that she could see that note in my account.This experience has been extremely frustrating and disappointing, especially as a long-term customer who trusted the information provided by your representatives. I am requesting the following:A formal acknowledgment of the miscommunication and confirmation that steps will be taken to ensure this does not happen to other ************ be reinstated on my original plan or provided with an equivalent plan that includes **** and maintains my original pricing.Alternatively, to be reinstated to the T-Mobile Essentials plan with **** included, as was promised by your representative.I would appreciate a timely resolution to this inquiry, and I expect the company to honor its commitments
Business Response
Date: 05/28/2025

May 28, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23335553

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, 2017 and 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.

In May 2025, the customer contacted ************* regarding the recent price increase and they were provided alternative rate plans options that would meet their needs. Please note, the customer opted to change their rate plan; however, the new rate plan did not include Hulu. Following the rate plan change, the customer contacted ************* regarding concerns with accessing Hulu as they we informed that **** was included in the new rate plan. ************* advised that **** was not included in the new rate plan and was able to revert the customer to their original rate plan and readded the **** subscription to the account.

On May 20, 2025, our office contacted the customer and addressed their concerns. We also provided the customer with our direct contact information should they have any further questions or concerns regarding this matter.

Based upon the foregoing, we respectfully request that this complaint against T-Mobile be closed. For additional concerns, please contact T-Mobile at ************.

Respectfully,

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

******* *****
Executive Response
Customer Answer
Date: 06/01/2025

Complaint: 23335553

I am rejecting this response because:
When T-Mobile acquired Sprint, I spoke with an agent who assured me that I did not need to worry about any price increases, and that my account would be updated accordingly to protect my existing benefits.
Last month,I contacted T-Mobile to follow up on that matter. The agent I spoke with advised me to switch to the Essentials plan. I specifically asked whether my **** subscription, which was included in my current plan, would still be available.She confirmed that it would be.
However,just two days after switching plans, I was unable to log into **** and received a message that my subscription had expired. I contacted T-Mobile again and spoke with a supervisor, who acknowledged that the previous agent had incorrectly informed meHulu is not included with the Essentials plan. At that point, I requested to be moved back to my previous plan.
Once my Hulu access was restored, I spoke with an agent named ***** on 05/25/25 to confirm that my future billing would remain unchanged. He assured me that he had submitted a request to opt out of any future additional charges.
Unfortunately,this entire experience has been marked by inconsistent and misleading information from your agentswho are the voice of your company. I strongly recommend that you review the call recordings associated with my account to verify the details and investigate the pattern of misinformation Ive received.
I am requesting a thorough resolution to ensure that my plan, billing, and services match the commitments made to me. I have always valued my relationship with this company, but the continued miscommunication and incorrect information are unacceptable.

Sincerely,

**** ****
Business Response
Date: 06/10/2025

June 10, 2025

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated June 5, 2025, regarding the above-referenced account. T-Mobile has confirmed that ****** **** and **** **** are one and the same.

T-Mobile regrets any continued concerns ****** **** may have experienced regarding their account, and we appreciate the opportunity to respond. ****** **** activated the above account with ********************** on September 24, 2002. The account was migrated to T-Mobile on May 30, 2023, via our Magenta Complete process. The Magenta Complete process was an automated process that moved eligible customers from the ********************** billing system to the T-Mobile billing system. The Magenta Complete process also moved eligible customers from a ********************** rate plan to a T-Mobile rate plan that was similar to the customers rate plan under the ********************** billing system. Any offers and promotions that customers redeemed with ********************** also moved over to the T-Mobile billing system as part of the Magenta Complete process.

The account currently has two voice lines of service, and at the time of migration, ****** ***** Sprint rate plan was changed to our T-Mobile ***************** w/Taxes & Fees Included rate plan for $113.00 per month, with applicable taxes and fees included. It should be noted that with the T-Mobile ***************** w/Taxes & Fees Included rate plan the **** streaming service is included at a monthly charge of $9.99, and receives a monthly credit of $9.99, as long as rate plan eligibility is maintained. Please note, the account is currently enrolled in ******* and receives a monthly discount of $5.00 per qualifying line of service, while remaining enrolled with an eligible payment method and subscribed to an eligible rate plan.

In their complaint and rebuttal, ****** **** indicated that during the transition from Sprint to T-Mobile, they were assured their rate plan and services would remain similar and there would be no increase in cost. To address that claim, it is important to note that as part of the Magenta Complete migration process, customers were assured that they would not see an increase in their base bill amount at the time of migration simply because their rate plan was changing. This assurance was not intended to create, nor did it create, a new promise or guarantee that rate plan prices would never increase or be locked in at a set price point forever. This assurance was only intended to ease concerns during the transition and confirm that customers migrating to T-Mobile would not see an increase in their bill as a result of the migration.

Although our review confirms ****** **** is not covered by any guaranteed pricing commitment, ****** **** was able to take advantage of our Un-contract promise, which is a promise T-Mobile made to customers between January 5, 2017 and April 27, 2022 that if T-Mobile raised prices and a customer decides to leave T-Mobile as a result, T-Mobile will pay the customers final months recurring service charge as long as the customer notifies T-Mobile of this decision within 60 days of the price increase.

Therefore, should ****** **** decide to leave T-Mobile due to the price increase, T-Mobile will pay their final months recurring service charge as long as ****** **** notifies T-Mobile of this decision within 60 days of the price increase. If ****** **** wishes to stay with T-Mobile, their account will remain active on their T-Mobile ***************** w/Taxes & Fees Included rate plan, with the new monthly recurring charge of $103.00 per month, while enrolled in ******* with an eligible payment method.

On May 14, 2025, ****** **** was advised by our ************* of the T-Mobile Essentials rate plan to help mitigate the monthly increase of their current rate plan. It should be noted that with the T-Mobile Essentials plan, **** is not eligible for the monthly recurring credit to offset the monthly charge. On May 19, 2025, ****** **** contacted our ************* and requested to be moved back to the T-Mobile ***************** w/Taxes & Fees Included rate plan. At that time, our ************* changed the rate plan on ****** ***** account back to the T-Mobile ***************** w/Taxes & Fees Included rate plan and added the **** feature back to their account.

Please be assured that T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during ****** ***** recent contact with our *************.

On May 20, 2025, our office contacted ****** **** and advised them of the above information. In effort to amicably resolve this matter, T-Mobile moved the ****** **** to the T-Mobile Essentials plan and issued a credit to the account in the amount of $120.00 to cover 12 months of **** services. On May 21, 2025, ****** **** contacted our office and requested to reverse the credit on the account and move back to the T-Mobile ***************** w/Taxes & Fees Included rate plan and have the **** services added back to their account. As such, the rate plan was changed once again, and the **** feature added back to the account.

On June 3, 2025, ****** **** accepted a one-time credit of $10.00, and a monthly credit of $10.00 over the following six months to help mitigate with the price increase of their rate plan. On June 10, 2025, our office contacted ****** **** and advised them of the above information. We regret any inconvenience to ****** ****.

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

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************

Very truly yours,

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

******* Davis
Executive Response
Customer Answer
Date: 06/16/2025

Complaint: 23335553

I am rejecting this response because
I understand there is not a way to opt out of the current rate increase from taking place on my account.However, I do not want T mobile to increase again over time. I do not want the issue to happen again. I noticed that this was not included in their response.
if they promised something to the customer, they need to keep their word. The company should care about the customer instead of just trying to profit from them.
Respectfully

Pier,
Business Response
Date: 06/23/2025
June 23, 2025

FILED ELECTRONICALLY

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

            Re:      **** ****
                        Account Holder: ****** B. ****
                        Your File No. 23335553
                        T-Mobile Account No. *********

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated June 18, 2025,regarding the above-referenced account. Please be advised the account holder of record is ****** B. **** and they and **** **** are one and the same.

T-Mobile regrets any continued concerns **** **** may have experienced regarding their account, and we appreciate the opportunity to respond. T-Mobile is committed to offering the best value in wireless with low prices and a best-in-class 5G network. Due to inflation and increasing costs, T-Mobile made small adjustments to the pricing of some of its older rate plans in 2024 and 2025. Changes to rate plan pricing have been a fairly rare occurrence at T-Mobile in the past. There is, however, no way to guarantee plan availability, pricing,offers, or various other factors that may affect those aspects. The possibility of change is inherent to the nature of wireless service, and it is not always possible to anticipate such changes in advance. One thing we can reassure **** **** of is that we will always remain committed to providing world-class customer service. Should any changes take effect in the future, **** **** is always welcome to contact us or T-Mobiles ************* team, and we would be happy to review Pier Fayes account to help **** **** determine any options that may be a better fit for them. We regret any inconvenience to **** ****.

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

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************

Very truly yours,

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

******* Davis
Executive Response
Customer Answer
Date: 06/25/2025

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:05/15/2025
Type:Product 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 went into the store on 3/28/25 to purchase a phone and paid in full. ****** ******* the agent at the store stated a case and screen protector was in included. He put the wrong screen protector on the phone and put that in the system and the case broke and he told me I had to go to the otter box company to get it replaced. I looked at my bill because I didnt have the package even to the otter box and barely purchased this..****** put everything together for me before I left the store and I actually paid for this otter box and the screen protector when I pulled the bill out! When I went back to the store said you to told me these were included in the cost of the phone. He said it was included in activation of the phone. I was like what? So you couldnt activate my phone without buy A $65 otter box which is to big for me and a $59.99 screen protector? The manager was not there. And ****** became rude when I told him this was fraud. When I went back to the store because it was hard to type on the phone he said to call tmobile and I did and they sent me to all the way to the Apple Store which is far away. The guy at the Apple Store said this is the wrong screen protector that is probably the issue.. I called tmoble on 5/7/25 after all this and the manager agreed this was wrong and she would call me back by Friday to get the right screen protector documented so I can get it replaced with the right one and see if I could return this otter box I would have never chose if it wasnt included. This manager never called me back from tmoble and I called them again today in 5/15/25. I had to explain my situation all over again and they didnt care that I got scammed. I want this case returned and the right screen protector added so I can get it replaced with the right one because he put the wrong one on my phone and now I can only order the wrong one he put in the system.
Business Response
Date: 05/28/2025

May 28, 2025

FILED ELECTRONICALLY

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

Re:File Number: 23332764

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated May 15, 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 billed charges.

Please note, our customer recently purchased a handset along with several accessories at the full retail cost. It is important to note that while T-Mobile may offer accessories at no cost as part of a promotional offer, the offer requirements must be met in full to be eligible. Please note, at the time of the above purchase, T-Mobile was not offering any promotions for free or discounted accessories.

T-Mobile contacted our customer on May 16, 2025, regarding their concerns. Regrettably, however, the customer declined to discuss their concerns. T-Mobile would like the opportunity to speak with our regarding their concerns and work towards an amicable resolution. Should our customer wish to discuss this matter further, they may contact our office at the number provided to them during our 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
Customer Answer
Date: 07/15/2025
Someone from tmobile management called me and apologized and said they would credit my next bill and update you that they called me.
Initial Complaint
Date:05/15/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This complaint concerns the inaccurate and potentially damaging reporting of my Sprint account ending in ******XXXX, which is currently reflected as a charge-off with a balance of $4,974.00 as of December 7, 2023. Despite the significant balance, this account continues to be reported in a manner that unjustly ***** my credit profile and financial standing. Under the Fair Credit Reporting Act (FCRA), specifically 15 U.S.C. 1681i, credit reporting agencies are required to ensure that all information on a consumers file is accurate, complete, and verifiable. This means that any account remaining on my credit report must be supported by reliable, documented evidence proving its accuracy, including original account agreements, payment histories, and itemized billing statements. Given the ongoing risk of data breaches and mishandling of sensitive financial data, it is critical that this account undergo a thorough, detailed reinvestigation to determine its legitimacy.I demand that Sprint and the involved credit bureaus provide a comprehensive and precise verification of this account, including the original agreement, accurate billing statements, and any other documentation used to substantiate the reporting. This cannot be a mere checkbox exercise or a superficial database match. If they cannot conclusively prove the legitimacy and accuracy of this account, it must be immediately deleted from my credit report to prevent further financial harm. I have escalated this matter to the ************************ (***) and the ************************************ (****) to ensure my rights are fully protected, and I expect a detailed, personalized response, not a generic, canned reply. Any continued reporting of this account without proper verification would constitute a reckless and willful violation of my consumer rights, exposing the responsible parties to significant legal liability under 15 U.S.C. 1681n.
Business Response
Date: 05/27/2025
May 27, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23331956

To Whom It May Concern:

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

Regrettably, we are unable to assist with the customers requestwith your request, as their Legacy above-mentioned Legacy Sprint account was sold or transferred to another company. If the customer Customer ***** not yet been contacted by the company that the Legacy Sprint account was sold to, please know that someone from that company should be contacting the customer soon to assist with the handling of their inquiry and account management. If the customer has already received a letter from the company, we ask that they refer to the contact information outlined in the letter to contact the company.

Please note that this complaint has been forwarded to the company that now owns the previously noted account, for review and response.

Based 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:05/14/2025
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.
On Friday May 9th. I purchase an add on to my free government cellular service to be able to make phone calls to ******. The service costs $10.00 plus taxes, $11.95 total. Since then, the service was null and I called Assurance wireless to see what was wrong. Assurance wireless customer service rebooted my phone 4 different times on 4 different days without luck. Assurance wireless is refusing to reimburse my money because they say that the charge was already "converted" according to their words. Assurance wireless wants to steal my money. I requested to talk to a supervisor but I was denied because she said that the supervisor will tell me the same thing.
Business Response
Date: 05/15/2025

May 15, 2025

FILED ELECTRONICALLY

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

Re: Your File No. 23328874

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 14, 2025, regarding the above-referenced account.

T-Mobile regrets any concerns our customer may have experienced with their ********************** account and we appreciate the opportunity to respond. T-Mobile is always working to improve coverage, and we regret any service-related issues our customer has experienced. Unfortunately, T-Mobile cannot guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. Although the coverage map at **************** does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on our customers account and based on the coverage map, confirms their account address is in a good coverage area with no known issues.

Please be advised that per the Terms and Conditions that were agreed upon at the time of
activation:

We are not responsible for, and we do not refund, lost, stolen, misused, or damaged Top-Up cards, Top-Up payments or PINs. We do not accept returns of or provide refunds for Top-Up cards, Top-Up payments or PINs. Top-Up cards, Top-Up payments or PINs must be applied to your account within the time specified on the card. All Top-Up sales are final and non-refundable regardless of who uses or possesses your mobile phone or Device after you purchase services, and regardless of whether the mobile phone or device is used with your consent or knowledge.

On May 9, 2025, our customer added the $10.00 International Plan + Unlimited US Calls Bolt-On feature and remitted a payment of $11.95 which included taxes via the Assurance Wireless website. Please note this feature provides unlimited domestic minutes and unlimited ****** and ****** calling to landlines and mobile phones. Furthermore, this feature is available for 30-days from the date that it is added.

Please be advised the ************************ (***) has a process in place for consumers who are disputing bank transactions. The bank or credit card account holder must dispute the unauthorized payment(s) through their financial institution directly. Adherence to the *** process prevents additional unauthorized transactions, enables the financial institution to address the unauthorized transactions fees, and enables the *** to track identity theft occurrences and keep the public informed on new scams.

On May 15, 2025, our office contacted our customer and advised on the aforementioned details. Should our customer wish to dispute the above-referenced transaction further with their financial institution, they may contact them directly.

Please be assured 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 contact with *************. T-Mobile regrets any inconvenience to our customer.

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

Very truly yours,

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

**** *****
Executive Response
Initial Complaint
Date:05/14/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a loyal customer of T-Mobile for the last 4 years. I purchased the plan because they told me the price would never raise! Even though the price was higher than their competitors at the time, I purchased it anyway so I could receive the lifetime guarantee. For the last 4 years I have paid $64.34. In the last 3 months, they have raised my bill twice! I called them twice and got nowhere. They want to give me $10 off for 6 months then the regular price would take over. If I did that i would be releasing them from their obligation on my current plan. I told them leave my account alone and i will contact the better business bureau. then I found this website. It may just be a few dollars, but for me it's the principal of the matter. This company made me a firm offer and i agreed to the offer, even though I would be paying a little more each month. The company lied to me and this can not stand. I am asking for a billing adjustment to make my bill the agreed upon $64.34. I also want the refund of the overpayments ofer the last few months, and I am asking for $100 to cover my time spent trying to get this matter resolved. I noticed that there are thousands of customers on the Internet talking about the same thing and there seems to be a class action suit starting. Reply
Business Response
Date: 05/27/2025
May 27, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23327553

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, 2017 and 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.

Please be advised, the customers most recent billing statement reflected a slight increase in the taxes and fees that were assessed. Based upon our review of this matter, it is T-Mobiles position our customer is being billed accordance with their selected rate plan and applicable taxes and fees. T-Mobile regrets any inconvenience to our customer.

Based upon the foregoing, we respectfully request that this complaint against T-Mobile be closed. For additional concerns, please contact T-Mobile at ************.

Respectfully,

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

***** Lopez
Executive Response

Customer Answer
Date: 05/27/2025

Complaint: 23327553

Subject: Formal Rejection of T-Mobiles Response and Request for Resolution

I am formally rejecting T-Mobiles response for the following reasons:
At the time I opened this account, the Price Lock Guarantee was prominently advertised, and it was the main reason I chose this plan. ******** has not provided clear evidence showing when the Price Lock Guarantee began. Without proof, I reject the claim that my account was opened prior to the promotion.
Even if the promotion technically started after my activation, I was continually exposed to advertisements promoting the Price Lock Guaranteenone of which indicated any start or end dates. During several visits to ******** retail locations, representatives confirmed the Price Lock was in effect. At no point did I receive any communication stating that my plan was being modified, unlocked, or excluded from this guarantee.
To date, I havent noticed any increases in taxes or fees, and nothing in T-Mobiles letter substantiates that any such increases occurred. I have remained on the same plan, and I continue to do so because I believed the Price Lock Guarantee applied. Many customers online have expressed the same frustration, which suggests a broader issue with how this guarantee was presented and implemented.
While the actual price increase may be small, the principle of misleading customers and attempting to obscure the change through legal language is unacceptable.
I am requesting the following resolution:
Reinstate my guaranteed plan price as originally agreed.
Refund the amount I was overcharged.
Provide $100 as compensation for the inconvenience and error.
If T-Mobile insists on ending the Price Lock and I am forced to switch carriers, I am requesting $200 to cover early termination and switching fees.
If this issue is not resolved, I will consider joining the growing number of customers involved in a potential class action lawsuit.

Sincerely,

***** ***********
Business Response
Date: 06/06/2025
June 6, 2025

FILED ELECTRONICALLY

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

            Re:      ***** ***********
                        Your File No. 23327553
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile *********(T-Mobile) is in receipt of your correspondence dated June 2, 2025, regarding the above-referenced account.

T-Mobile regrets any concerns that ***** *********** may have experienced regarding our previous response to your office. Our records show that ***** *********** activated their account on July 10, 2020, and subscribed to our Magenta Plus 55 rate plan on July 10, 2020. On January 11, 2022, the rate plan was changed to the Essentials 55 Plus rate plan for $70.00 per month including applicable taxes and fees and the account currently has two voice lines of service. Our records also show the account is enrolled in AutoPay with an eligible payment method and, therefore, receives a monthly discount of $5.00 per qualifying line of service up to eight lines, for a total monthly discount of $10.00.

In their rebuttal, ***** *********** claims they have Price Lock, and their plan had a guaranteed price. That, however,is not correct and we are happy to provide more information to clarify. T-Mobile did not begin offering Price Lock until April 28, 2022. To be eligible for Price Lock, accounts must have been activated on a qualifying rate plan during the applicable Price Lock enrollment period, which is between April 28, 2022 and January 17, 2024 for the Original Price Lock, and must remain in good standing. If a customer migrates to a new plan not covered by Price Lock, the Price Lock guarantee falls off the account, as the customer is no longer on a qualifying rate plan. Customers who activated their account before April 28, 2022 are not covered by Price Lock because T-Mobile did not begin offering Price Lock until April 28,2022. Please note that T-Mobile has carefully reviewed the details of its prior commitments, and the terms associated with its offerings and promotions, and has ensured that customers covered by Price Lock have not been impacted by the recent price increase.

Here, as noted above, ***** Scheibingers account was activated on July 10, 2020. Given that activation date preceded the introduction of Price Lock and, thus, is not within the requisite enrollment period for Price Lock, ***** Scheibingers account is not covered by Price Lock.

***** Scheibingers account, however, is covered by our Un-contract promise. As noted in our prior response,T-Mobile offered its Un-contract promise to customers who activated an account on a qualifying rate plan and/or subscribed to a qualifying rate plan between January 5, 2017 and April 27, 2022. T-Mobiles Un-contract promise was not a promise to never increase prices. Instead, when T-Mobile offered Un-contract,T-Mobile disclosed to customers on its website that a price increase may occur,but it promised to reimburse customers for their last months recurring service charge if customers chose to leave as a result of the increase. In particular, T-Mobiles website stated that Un-contract is our commitment that only you can change what you pay, and we mean it! To show just how serious we are we have committed to pay your final months recurring service charges if we were to raise prices and you choose to leave. Just let us know within 60 days.

Here, ***** *********** activated their account and subscribed to our Magenta Plus 55 Plus rate plan on July *******, which is within the Un-contract timeframe. Therefore, consistent with T-Mobiles Un-contract promise, should ***** *********** decide to leave T-Mobile due to the price increase, T-Mobile will pay their final months recurring service charge as long as ***** *********** notifies T-Mobile of this decision within 60 days of the price increase. If ***** *********** wishes to stay with T-Mobile, their account will remain active on T-Mobiles Essentials 55 Plus rate plan, with the new monthly recurring charge of $60.00 per month, while enrolled in AutoPay with an eligible payment method.

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

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at **************.

Very truly yours,

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

***** *****
Executive Response
Customer Answer
Date: 06/08/2025

Complaint: 23327553

Re: Rejection of T-Mobiles Response and Request for Restitution
I. INTRODUCTION
Complainant, ***** ***********, respectfully submits this doccument reject the response provided by ******** regarding the Price Lock guarantee issue. This rejection is based on clear evidence of deceptive advertising and misleading representations made by ******** to its customers, including the Complainant.
II. STATEMENT OF FACTS
T-Mobile widely advertised its Price Lock guarantee through national television and internet campaigns. These advertisements promised that customers would retain their current plan pricing indefinitely. At no time did these advertisements include clear disclaimers limiting the guarantee to new customers, nor were start or end dates specified. Any disclaimers that did exist were presented in small, unreadable print and flashed onscreen too briefly to be legible.
Based on these representations, customers including Complainant reasonably believed that the Price Lock guarantee applied to all existing customers, not just new sign-ups.
T-Mobiles failure to make material limitations clear constitutes deceptive advertising and a violation of consumer protection principles. The deception is further evidenced by thousands of consumer complaints and growing legal actions, including a pending class action lawsuit and mass arbitration proceedings.
III. EVIDENCE OF DECEPTIVE ADVERTISING
The following advertisements support Complainants assertion that T-Mobile failed to adequately disclose material limitations in its Price Lock promotion:
*******************************************
*******************************************
*******************************************
*******************************************
These commercials fail to disclose that the guarantee was limited to new customers, and the fine print, if any, is neither readable nor available long enough to inform the consumer.
IV. BREACH OF PROMISE
T-Mobile has increased monthly rates on plans such as T-Mobile ONE, Simple Choice, and Magenta plans previously advertised as having a lifetime or Un-contract price lock. These increases began in 2024 and represent a direct breach of the advertised commitment to maintain fixed pricing.
V. LEGAL CONCERNS AND PUBLIC RESPONSE
Numerous consumers have expressed outrage online, and legal action has been initiated on behalf of affected customers. A proposed class action was filed in July 2024, alleging violations of consumer protection laws and misleading advertising. Attorneys are also pursuing mass arbitration claims.
T-Mobiles defense that rising costs justify "small adjustments" fails to negate the fact that these increases breach explicit advertising promises made to customers.
VI. REQUEST FOR REMEDY
In light of the above, Complainant respectfully requests the following relief:
Immediate reversion of the monthly billing rate to the originally promised and advertised amount under the Price Lock guarantee and a refund of the increased price.
A $100 credit to Complainants account as restitution for the time and effort spent resolving this matter.
Should T-Mobile prefer to resolve the matter through settlement, Complainant is open to accepting a $200 payment and a 30-day service credit to facilitate the transfer of services to another provider.
VII. CONCLUSION
T-Mobiles advertising created a reasonable expectation that the Price Lock applied to all customers. Its subsequent actions increasing rates despite prior assurances constitute a breach of trust and a likely violation of consumer protection laws. The Complainant seeks appropriate remedies for this breach and stands ready to pursue further action if necessary.
Respectfully submitted,
***** ***********
6/8/25

Attach

Business Response
Date: 06/18/2025

June 18, 2025

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated June 13, 2025, regarding the above-referenced account.

T-Mobile regrets any continued concerns that ***** *********** may have experienced regarding our previous response to your office. Our records show that on July 10, 2020, ***** *********** activated their account and subscribed to our Magenta 55 Plus rate plan. On January 11, 2022, ***** *********** changed their rate plan to the Essentials 55 Plus rate plan for $70.00 per month including applicable taxes and fees; the account currently has two voice lines of service subscribed to the Essentials 55 Plus at the same $70.00 monthly rate, including applicable taxes and fees. Our records also show the account is enrolled in AutoPay with an eligible payment method and, therefore, receives a monthly discount of $5.00 per qualifying line of service, for a total monthly discount of $10.00. With this discount, ***** Scheibingers monthly rate plan cost is $60.00 per month.

In their rebuttal, ***** *********** claims their plan had a guaranteed price and is subject to Price Lock. That, however, is not correct and we are happy to provide more information to clarify. T-Mobile did not begin offering Price Lock until April 28, 2022. To be eligible for Price Lock, accounts must have been activated on a qualifying rate plan during the applicable Price Lock enrollment period, which is between April 28, 2022 and January 17, 2024 for the Original Price Lock, and must remain in good standing. If a customer migrates to a new plan not covered by Price Lock, the Price Lock guarantee falls off the account, as the customer is no longer on a qualifying rate plan. Customers who activated their account before April 28, 2022 are not covered by Price Lock because T-Mobile did not begin offering Price Lock until April 28, 2022. Please note that T-Mobile has carefully reviewed the details of its prior commitments, and the terms associated with its offerings and promotions, and has ensured that customers covered by Price Lock have not been impacted by the recent price increase.

Here, as noted above, ***** Scheibingers account was activated on July 10, 2020. Given that activation date preceded the introduction of Price Lock and, thus, is not within the requisite enrollment period for Price Lock, ***** Scheibingers account is not covered by Price Lock.

***** *********** is, however, able to take advantage of our Un-contract promise. As noted in our prior response, T-Mobile offered its Un-contract promise to customers who activated an account on a qualifying rate plan and/or subscribed to a qualifying rate plan between January 5, 2017 and April 27, 2022. T-Mobiles Un-contract promise was not a guarantee or a promise to never increase prices. Instead, when T-Mobile offered Un-contract, T-Mobile disclosed to customers on its website that a price increase may occur, but it promised to reimburse customers for their last months recurring service charge if customers chose to leave as a result of the increase. In particular, T-Mobiles website stated that Un-contract is our commitment that only you can change what you pay and we mean it! To show just how serious we are we have committed to pay your final months recurring service charges if we were to raise prices and you choose to leave. Just let us know within 60 days.

Here, ***** *********** activated their account and subscribed to our Magenta 55 Plus rate plan on July 10, 2020 and later subscribed to their current Essentials 55 Plus rate plan on January 11, 2022, which are both within the Un-contract timeframe. Therefore, consistent with T-Mobiles Un-contract promise, should ***** *********** decide to leave T-Mobile due to the
price increase, T-Mobile will pay their final months recurring service charge as long as ***** *********** notifies T-Mobile of this decision within 60 days of the price increase. If Alois
Scheibinger wishes to stay with T-Mobile, their account will remain active on T-Mobiles Essentials 55 Plus rate plan, with the new monthly recurring charge of $60.00 per month with the AutoPay discount. We regret any inconvenience to ***** ***********.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at **************.

Very truly yours,

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

***** Lopez
Executive Response
Initial Complaint
Date:05/14/2025
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.
1. **************** due to ongoing connectivity issues.2. Was sent a letter in the mail notifying me that I did NOT need to return the modem because it was old.3. Three months later I am hit was a $211.64 charge for not returning the modem they told me not to return.If they are doing this to me, they must be doing it to tens of thousands. Total fraud.
Business Response
Date: 05/23/2025
May 23, 2025

FILED ELECTRONICALLY

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

Re:      Your File Number: 23327552

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated May 13, 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 charge of a non-return fee for a Home Internet Gateway.

After a thorough review T-Mobile has confirmed that the Gateway associated with the cancelled Home Internet line of service was not returned timely and as such a non-return fee was assessed to the account.

T-Mobile has attempted to contact the customer; however, our contact attempts proved unsuccessful. Should our customer wish to discuss the matter, we request they contact our office directly at the contact information we provided in our 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
Customer Answer
Date: 05/23/2025

Complaint: 23327552

I am rejecting this response because: T-Mobile sent me a letter in the mail telling me NOT to return the modem, then charged me a non-return fee for the modem they told me not to return. Also, there has been no attempt to contact me.

Sincerely,

***** *******
Business Response
Date: 06/05/2025
June 5, 2025

FILED ELECTRONICALLY

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

            Re:      ***** *******
                        Your File No. 23327552
                        T-Mobile Account No. *********

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated June 2, 2025, regarding the above-referenced account.

T-Mobile regrets any continued concerns ***** ******* may have experienced with their account, and we appreciate the opportunity to respond. Our records reflect ***** ******* activated the account on July *******, with one Home Internet line of service, and subscribed to our T-Mobile 5G Home Internet Promo rate plan. At the time of activation, a Sagemcom Fast 5688W 5G Gateway was issued to ***** ******* to utilize the service. Please note that the Home Internet Gateways are T-Mobile owned devices and must be returned within 30 days from cancellation to avoid a non-return fee of up to $220.00 plus applicable taxes.

On February 6, 2025,***** ******* contacted ************* to cancel the account. As such, ************* cancelled the account the same day. Additionally, a return shipping label was issued to ***** ******* at their provided billing address for the Sagemcom Fast 5688W 5G Gateway.

On April 17, 2025,as the Sagemcom Fast 5688W 5G Gateway was not returned timely, a non-return fee of $238.15 was assessed to the upcoming billing statement. On May 16, 2025, the 5G Gateway was delivered to T-Mobiles return warehouse. On May 20, 2025, T-Mobile adjusted the non-return fee of $238.15.

Please be assured 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 ***** Chessers recent contact with our Executive Response Team.

On June 3, 2025, our office contacted ***** ******* and advised them of the above. To amicably resolve the matter, our office issued a credit to the account of $3.49, which updated the account to a zero balance. As of the date of this letter, the account reflects that it is canceled with a zero balance. T-Mobile regrets any inconvenience to ***** *******.

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

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

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

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

Complaint: 23327552

I am rejecting this response because: T-MOBILE SENT ME A LETTER IN THE MAIL TELLING ME NOT TO RETURN THE ***** BECAUSE IT WAS OLD AND OUTDATED AND IT WOULD COST THEM MORE IN THE RETURN SHIPPING FEE AND RESTOCKING FEE THAN THE ***** WAS WORTH.
THREE MONTHS LATER THEY CHARGED ME A NON-RETURN FEE FOR THE ***** THEY TOLD ME NOT TO RETURN.
I CALLED CUSTOMER SERVICE TO ASK WHAT HAPPENED BUT NO ONE COULD EXPLAIN. THE MAN I SPOKE TO TOLD ME TO JUST RETURN THE ***** ANYWAY SO I DID.
I DO NOT OWE T-MOBILE A NON-RETURN FEE FOR A ***** THEY TOLD ME NOT TO RETURN.

Sincerely,

***** *******
Business Response
Date: 06/15/2025

June 15, 2025

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated June 11, 2025, regarding the above-referenced account.

T-Mobile regrets any continued concerns ***** ******* may have experienced regarding their account, and we appreciate the opportunity to respond. As indicated in our previous response, ***** ******* activated the account on July 22, 2024, with one T-Mobile Home Internet line of service, which was subscribed to our T-Mobile 5G Home Internet Promo rate plan. At the time of activation, a Sagemcom Fast 5688W 5G Gateway was provided to ***** ******* at no cost to utilize the service. Please note that the T-Mobile Home Internet Gateways are T-Mobile owned devices and must be returned within 30 days from cancellation to avoid a non-return fee of up to $220.00 plus applicable taxes. This information was provided at the time of activation. As such, when ***** ******* cancelled the account, a prepaid return kit was issued to them via email to return the Sagemcom Fast 5688W 5G Gateway. T-Mobile is unable to substantiate that ***** ******* was advised they would not need to return the Sagemcom Fast 5688W 5G Gateway.

Regrettably, the Sagemcom Fast 5688W 5G Gateway was not received as returned following cancellation, and as a result, on April 17, 2025, a non-return fee of $238.15 was assessed to the account. The billing statement dated April 22, 2025, reflected a balance owed in the amount of $211.64, which consisted of a previous credit of $26.51 and the above non-return fee. On May 13, 2025, ***** ******* remitted a payment of $211.64, which reduced the account balance to zero. On May 16, 2025, the Sagemcom Fast 5688W 5G Gateway was received as returned to T-Mobiles return warehouse. As such, on May 20, 2025, T-Mobile issued a credit to the account in the amount of $238.15 for the non-return fee, which updated the account to reflect a credit balance of $238.15.

However, on May 29, 2025, the payment of $211.64 that was originally remitted on May 13, 2025, was returned by ************** ********* institution as unpaid. As such, the payment amount was returned to the account balance, and a returned payment fee of $30.00 was assessed to the account, which updated the balance owed to $3.49.

Please be assured T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during ***** ******** recent contact with our Executive Response Team.

On June 3, 2025, our office contacted ***** ******* and advised them of the above information. T-Mobile confirmed the payment of $211.64 was returned to Leyla ******** ********* account. In an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $3.49, which canceled the account with a zero balance. T-Mobile regrets any inconvenience to ***** *******.

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

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

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

Customer Answer
Date: 06/26/2025
The complaint has not been resolved. My bank says they have not refunded the money.

1. Canceled service due to ongoing connectivity issues.
2. Was sent a letter in the mail notifying me that I did NOT need to return the modem
3. Three months later I am hit was a $211.64 charge for not returning the modem they told me not to return.

If they are doing this to me, they must be doing it to tens of thousands.

Business Response
Date: 07/03/2025

July 3, 2025

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated July 2, 2025, regarding the above-referenced account.

T-Mobile regrets any continued concerns ***** ******* may have regarding the account, and we appreciate the opportunity to respond. As stated in our previous correspondences to your office, ***** ******* had one home internet line ending in 3215 which subscribed to our Home Internet Promo rate plan for $55.00 per month including taxes.

At time of activation ***** ******* was provided a Gateway bearing the ******************** Equipment Identity (****) ending in 2945. Please note the Gateways are T-Mobile-owned devices. They are provided to our customers at no cost. However, if not returned upon cancelation of service, there is a non-return fee that is assessed to the account. This information was disclosed to ***** ******* at the time of activation.

Please note, the account was 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. When enrolled into ******* the account qualifies to receive a $5.00 discount per paid line of service when subscribed to an eligible rate plan and utilize a stored debit card or checking account. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay.

Please be advised ***** ******** account was billed by a system known as bill current, meaning charges for the rate plan and features are billed in advance of the service being provided and become due within that billing cycle. Leyla ******** billing cycle ran from the 23rd of one month to the 22nd of the following month, and payment was due on the 15th before the end of the billing cycle. Based on the above Leyla ******** monthly recurring charges were $50.00 plus taxes and fees.

The billing statement dated January 23, 2025, in the amount of $50.00 consisted of rate plan charges, taxes and fees, and was due by February 15, 2025.

On February 6, 2025, ***** ******* contacted our ************* to cancel their home internet line ending in 3215, due to connectivity concerns. Pursuant to Leyla ******** request, the home internet line ending in 3215 was canceled effective immediately. Furthermore, a prepaid return label for the Gateway with the **** ending in 2945 was sent to the email address of record.

Please be advised, we are unable to guarantee data speeds in any location. There is no way to predict an exact speed with the variety of factors that can affect a customers experience. The device speeds may vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell site. Additionally, customers may experience different results based on location and number of other customers on the network.

A payment of $50.00 was successfully remitted via AutoPay on February 13, 2025, which updated the balance to zero. Please note, as the home internet line ending in 3215 was canceled during the billing period, the following months billing statement would reflect a prorated rate plan credit from the date of cancelation through the end of the billing cycle.

The billing statement dated February 23, 2025, reflected a credit in the amount of $26.51, which consisted of a prorated rate plan credit from the date of cancelation through the end of the previous billing period.

On April 17, 2025, as T-Mobile had not received the Gateway with the **** ending in 2945, ***** ******* was assessed a non-return fee in the amount of $220.00 plus taxes, which would appear on the following months billing statement.

The billing statement dated April 23, 2023, in the amount of $211.64, reflected new charges in the amount of $238.15, which consisted of a non-return fee, taxes and fees, which exhausted the credit balance of $26.51. As Leyla ******** account was enrolled in *******, a payment for $211.64 was successfully remitted on May 14, 2025, which updated the balance to zero.

On May 21, 2025, the Gateway with the **** ending in 2945 was returned to T-Mobile. As such, a credit of $238.15 was applied to the account, which updated the balance to a credit of $238.15.

However, on May 29, 2025, T-Mobile received notification from ************** financial institution that the payment of $211.64, which was originally remitted on May 14, 2025, had been returned as unpaid. Therefore, the amount of $211.64 was charged back to the account. Additionally, the account was assessed a $30.00 returned payment fee, which updated the balance to $3.49.

On June 3, 2025, our office spoke with ***** ******* regarding the above findings. To amicably resolve this matter, a credit of $3.49 was applied to the account, which updated the balance to zero.

In their correspondence to your office, ***** ******* has indicated they received a notification from T-Mobile informing them they were not required to return the Gateway with the **** ending in 2945. Upon investigation of this statement, T-Mobile has been unable to substantiate this claim. However, we request ***** ******* provide any documentation they have to our office, at which time we can further investigate this claim.

Should ***** ******* have additional questions regarding this matter, we kindly request they contact our office at the number below. T-Mobile regrets any inconvenience to ***** *******.

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

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

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

********* *********
Executive Response
Customer Answer
Date: 07/09/2025

Complaint: 23327552

I am rejecting this response because:
I am still owed a refund of $221.64

Sincerely,

***** *******
Business Response
Date: 07/18/2025
July 18, 2025

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated July 15, 2025, regarding the above-referenced account.

T-Mobile regrets any continued concerns ***** ******* may have, and we appreciate the opportunity to respond. As stated the billing statement dated April 23, 2023, reflected a total balance of $211.64, with new charges in the amount of $238.15 and consisted of a non-return fee, taxes and fees, which exhausted their credit balance of $26.51. ***************** account was previously enrolled in *******, a payment for $211.64 was successfully remitted on May 14, 2025, which updated the balance to zero.

On May 21, 2025, the Home Internet Gateway with the **** ending in 2945 was returned to T-Mobile and a credit of $238.15 was applied to the account, which updated the account to reflect a credit of $238.15. On May 29, 2025, T-Mobile received notification from ***** ****************** institution that the payment of $211.64, had been returned as unpaid. Therefore, the amount of $211.64 was charged back to the account and the account was assessed a $30.00 returned payment fee, which updated the balance to $3.49.

On June 3, 2025, our office spoke with ***** ******* regarding the above findings. To amicably resolve this matter, a credit of $3.49 was applied to the account, which updated the balance to zero. Leyla ******** account continues to reflect a zero balance, as T-Mobile confirmed that the retuned payment from May 29, 2025, returned the funds of $211.64 back to Leyla ******** original payment method. Should ***** ******* have additional questions regarding this matter, they may contact our office at the number below; however, we respectfully decline to take any additional action.

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,

T-MOBILE *********

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

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