Business Profile

Mobile Phone Service

Sprint Now Part of T-Mobile

Headquarters

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Complaints

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

Customer Complaints Summary

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:05/10/2025
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.
Ongoing Issue with T-Mobile Device and Inability to Reconnect ServiceDear T-Mobile Customer Support,I am writing to formally express my frustration and request urgent assistance regarding my T-Mobile device and the inability to obtain service through your company.I have contacted customer care multiple times over the past few months, but have consistently received inconsistent information and have been given the runaround without any meaningful resolution. According to one representative, my device has been "written off" and my account has been closed. However, no one has been able to provide a clear explanation or help me restore or re-establish service. I was also told that my account cannot be found in the system, possibly due to it being closed sometime between January 2025 and May 2025.I previously had a phone number associated with the account: ************. When I attempt to set up new service, representatives are somehow able to locate me using my date of birth and Social Security number, but Im then redirected to ******** for service. This is confusing and frustrating, as I have never had service with ******** my previous service was with T-Mobile directly.Despite my repeated efforts to resolve this matter, I have not received any clear answers or direction on how to proceed. It is unclear to me why I am not being offered support or even basic information about the status of my account or device eligibility.
Business Response
Date: 05/21/2025

May 21, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23312087

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated May 9, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, their concerns pertain to an account they use to have with T-Mobile.

Our record confirms in July of 2024, our customer activated an account. Our records confirm the customer had four active voice lines, one mobile internet line, and one watch line. From July of 2024 to October of 2024, our customer placed orders for five devices using our Equipment Installment Plan (EIP) offering.

In March of 2025, our records confirm the account was cancelled due to nonpayment and the above mentioned EIPs were billed in full to the following billing statement. Furthermore, in April of 2025, due to continued nonpayment, the account was referred to an outside collection agency. To reapply for new T-Mobile service a customer must not have an existing account with an outstanding balance.

T-Mobile contacted the customer on May 13, 2025, and addressed their concerns and advised them of the above. 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: 05/21/2025

Complaint: 23312087

I am rejecting this response because:

Sincerely,

****** *****
Initial Complaint
Date:05/09/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to file a formal complaint against ******** regarding an unresolved billing issue stemming from my recent device purchase experience.On March 20, 2023, I spoke with a T-Mobile representative to order a new mobile device online. During the conversation, the representative assured me that the device would be delivered the next day. However, the device did not arrive as promised.Due to the delay, I visited a local T-Mobile store and purchased the device I needed in-store. The next day, the originally ordered device was delivered to my home, and I marked it as Return to Sender (RTS) and returned it via *** as instructed.Despite returning the first device, T-Mobile has continued to charge me for that device on my account. I have tried to resolve this issue by contacting customer service multiple times, but I have not received a satisfactory response or resolution.I request your assistance in resolving this matter and issuing a refund for the charges related to the device that I returned and should not be held liable for. I believe this situation stems from a breakdown in communication and fulfillment on T-Mobiles part.
Business Response
Date: 05/22/2025

May 22, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23307294

To Whom It May Concern:

T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated May 8, 2025, regarding the account referenced in the above-mentioned file number. Please be advised we have made attempts to contact our customer, which have proven unsuccessful. Please be advised that our customer has been designated as an authorized user on the account.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to a refund for a handset return.

After a thorough review, T-Mobile confirmed that the handset associated with the initial order has not been scanned as returned at our warehouse. Furthermore, *** tracking information does not reflect that a return to sender was initiated. As such, it is T-Mobile position that all charges related to the handset are valid until the return is processed.

Should our customer wish to discuss their concerns further, they may contact our office using the contact details that have been 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
Initial Complaint
Date:05/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have called Assurance Wireless many times in the past 2 weeks. First I wanted to port my number out to another company. However, once I applied to another company, Assurance Wireless closed my account and so I was not able to port over my number. Then I had to reapply to Assurance Wireless to get my old number back. I received a new phone with a new phone number. When I called to transfer my number, I was told the process is done and to restart the phone to use. However, when I restarted my phone, there was no cellular network. When I called back, I was told to read the imei number, which I did. Then I was told to read the sim card numbers. This phone does not have a sim card push. However, the representative kept saying to push harder to get the sim out. Finally the representative said to speak to the supervisor, in which during the transfer....the phone was disconnected due to after hours. I left a message after rating them a 0. Due to the pushing of the phone with a pin to get the sim out, the phone now has a white screen and does not work. Now I have no working phone. The people who work at the company are not trained and do not know how to help customers.
Business Response
Date: 05/12/2025
May 12, 2025

FILED ELECTRONICALLY

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

Re: Your File No. 23301651

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 7, 2025, regarding the above-referenced account.

T-Mobile regrets any concerns our customer may have had with their account and their device activation on their new account. We appreciate the opportunity to respond. ********** was able to validate that our customer had one account that was previously activated with the number ending in 1105. Please note, the account rate plan was changed from our Free talk, text rate plan and was removed due to inactivity on March 26, 2025.

Our records reflect that a new application was received, and a new account was created on April 26, 2025, and a new device was shipped to our customer. ********** was able to validate that the old number ending in 1105 was added to the new account on May 7, 2025.

Please note, all new Assurance Wireless devices are provided with a 90-day warranty through the manufacturer. However, within the first 90 days, should a customer experience a manufacture defect with their device they may contact our ************* directly to receive information on how to process a warranty exchange through either ANS or **** Furthermore, any approved warranty exchange will be replaced with the available stock at the time the warranty exchange is processed as handsets may vary. Please be advised, a manufacture's defect does not cover liquid or physical damage, and the device must not be lost or stolen. It is important to note, after the 90-day period, customers will need to contact the manufacturer directly for device repair or replacement. Please note, while Assurance Wireless happily provides all new customers with a free device with which to utilize our service, we are unable to provide replacement devices at no cost.

On May 12, 2025, our office contacted our customer and explained the aforementioned. As our customer has a new account and a new device they are covered under the warranty. Should our customer need a replacement device we ask that they contact ************* at the below number, or they can contact ANS directly at **************. Should our customer have any questions or concerns regarding this matter we ask that they contact ************* directly. We regret any inconvenience to our customer.

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

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

Very truly yours,

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

***** ******
Executive Response
Customer Answer
Date: 05/12/2025

Complaint: 23301651

I am rejecting this response because: When I called about for the device replacement last week, I was told to contact Assurance Wireless because the phone I have is under Assurance Wireless and they do not handle any warranties with that company. I keep getting bounced around without any solution.

Sincerely,

********* ****
Business Response
Date: 05/21/2025

May 21, 2025

FILED ELECTRONICALLY

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

Re:      ********* ****
Your File No. 23301651
                        Assurance Wireless Account No. *********

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 20, 2025, regarding the above-referenced account.

T-Mobile regrets any continued concerns ********* **** has experienced regarding their device replacement, and we appreciate the opportunity to respond. Please note, per our previous response to your office dated May 12, 2025, Assurance Wireless devices are provided with a 90-day warranty through the manufacturer, and for warranty fulfillment,customers must contact our device vendors, either *** or ***, to request a replacement within the warranty period.

In ********* Shahs most recent filing with your office, they advised that they have contacted ANS to request a device replacement, but that their request was inaccurately denied. We regret any additional concern this issue may have caused.

Upon review of ********* Shahs account on May 21, 2025, we confirmed that the device, a Hot Pepper Panca handset with the ******************** Equipment Identifier (IMEI) ending in 3619,is still within the warranty period. To amicably resolve ********* Shahs concerns, our office escalated this matter with our back-office support team and successfully processed a new warranty replacement order. ********* **** can expect delivery of their replacement handset within ten business days. T-Mobile regrets any inconvenience to ********* ****.

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

Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 7:00 a.m. 10:00 p.m. CDT.

Very truly yours,

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

******* *****
Executive Response
Initial Complaint
Date:05/07/2025
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 am complaining about the inadequate service provided for my GPS auto tracker. I have been having trouble with my GPS tracker for the past couple of months, I have a total of 4. The devices do not work properly and the new app provided is also not working correctly. I had to do a replacement for several of the trackers, and when received they did not function properly. Plus I was charged a warranty fee to get the defective device I had just received, replaced. I went to the store as recently May 4th and a work ticket was created by the store and I was told someone from technical support would contact which yet to happen
Business Response
Date: 05/19/2025

May 19, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23301553

To Whom It May Concern:

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

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

Our customer has four Internet of Things (IoT) lines and four SyncUp Tracker Equipment Installments Plans (EIP) associated with the IoT lines. ****** Trackers provide customers with the ability to track items using GPS technology and T-Mobiles network. Between February 2025 and May 2025, the customer spoke with T-Mobile regarding challenges with their SyncUP Trackers. Troubleshooting was performed and our engineers were engaged who determined that were no errors of failure with the devices. After troubleshooting was completed, warranty exchange devices were processed. Please note, when a warranty exchange is filed, a warranty processing fee is assessed.

Our office spoke to the customer on May 9, 2025, who confirmed all SyncUP Trackers were having ongoing connectivity challenges therefore, we engaged our engineers who determined that two of the Trackers were not showing active. As a result, the account was refreshed and the customer was asked to update their software to the newest version and to retest the device. On May 12, 2025, our office spoke with the customer who indicated none of the devices were working; therefore, we engaged our engineers to further investigate. We will continue to work with the customer to come to an amicable resolution.

Furthermore, we provided them with our contact information should they have any additional questions regarding this matter. T-Mobile regrets any inconvenience to our customer.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

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

Customer Answer
Date: 05/19/2025

Complaint: 23301553

I am rejecting this response because: It is apparent that he devices and/or the new app is not working properly I informed Ms. ****** that I need the devices to monitor my vehicles for my business and if she can't get a fix then I need to be reimbursed for any money paid and the serviced be cancelled without penalty, and I will get the trackers from one of their competitors.

Sincerely,

****** ******
Business Response
Date: 05/30/2025

May 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 May 28, 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. The account was activated September 24, 2012, and as of May 29, 2025, the account has four voice lines of service ending in 9565, 1352, 8747 and 0532, which are subscribed to our Essentials 4 Line Offer rate plan for $100.00 per month, plus applicable taxes and fees. ****** ****** also has four Mobile Internet lines ending in 1702, 6273, 7861 and 9125, which are each subscribed to our SyncUP Drive 2GB rate plan for $10.00 monthly per line. Please note, the lines ending in 9125, 7861 and 1702 are enrolled in our Line Discount ******** offer, and each receives a monthly discount of $5.00 while maintaining eligibility. Additionally, the account had one wearable line ending in 8349, which is subscribed to our Watch Plus rate plan with a monthly cost of $15.00 per month.

Please note, our ********: SyncUP: Free DRIVE with New DRIVE Line (ID230310) promotional offer allowed eligible T-Mobile customers to get a SyncUp Drive device at no cost via Recurring Device Credits (RDC) when they purchased it via *** and activated a new DIGITS line on an eligible SyncUp Drive rate plan. In addition to the monthly recurring charges, on December 5, 2023, ****** ****** took advantage of our Equipment Installment Plan (***) with the purchase of a SyncUP Drive SD-7000T1 device for use on the line ending in 9125. ****** ****** was not required to remit a down payment; however, they remitted a payment in the amount of $6.86 for the applicable taxes on the full retail price of the device. ****** ****** then agreed to a series of ************************** the amount of $4.50. This purchase was eligible for our *****************, and as such, the *** was enrolled to receive a monthly RDC of $4.50 for the duration of the ***, while maintaining eligibility.

On March 15, 2024, ****** ****** took advantage of our *** once again with the purchase of a SyncUP Drive SD-7000T1 device for use on the line ending in 7861. ****** ****** was not required to remit a down payment; however, they remitted a payment in the amount of $6.86 for the applicable taxes on the full retail price of the device. ****** ****** then agreed to a series of ************************** the amount of $4.50. This purchase was eligible for our ******** promotion, and as such, the *** was enrolled to receive a monthly RDC of $4.50 for the duration of the ***, while maintaining eligibility.

On November 8, 2024, ****** ****** took advantage of our *** with the purchase of a SyncUP Drive SD-7000T1 device for use on the line ending in 1702. ****** ****** was not required to remit a down payment; however, they remitted a payment in the amount of $6.86 for the applicable taxes on the full retail price of the device. ****** ****** then agreed to a series of ************************** the amount of $4.50. This purchase was eligible for our ******** promotion, and as such, the *** was enrolled to receive a monthly RDC of $4.50 for the duration of the ***, while maintaining eligibility.

T-Mobile records indicate on November 13, 2024, ****** ****** took advantage of our
Equipment Installment Plan (***) with the purchase of a SyncUP Drive SD-7000T1 device for use on the line ending in 6273. ****** ****** was not required to remit a down payment; however, they remitted a payment in the amount of $6.86 for the applicable taxes on the full retail price of the device. ****** ****** then agreed to a series of ************************** the amount of $4.50. This purchase was eligible for our ******** promotion, and as such, the *** was enrolled to receive a monthly RDC of $4.50 for the duration of the ***, while maintaining eligibility.

At the time of the above purchases, T-Mobile provided a 14-day return period which allowed ****** ****** to use the equipment and service to see if it met their needs. If the equipment and/or service were not acceptable, the equipment could have been returned to the original point of sale for a refund less any restocking fee or exchange and, if requested, cancelation of the service and any applicable *** entered into at the time of the original purchase.

The SyncUP devices provide customers the ability to track important items using GPS technology and T-Mobiles network. Currently, T-Mobile offers SyncUP Trackers and SyncUP Drive devices, which are products with different functionalities. SyncUP Trackers provide near real-time location tracking of items using GPS, Wi-Fi, and T-Mobile's LTE network, and features such as a light sensor for tamper detection, motion alerts, and SOS notifications. A SyncUP Drive is designed for vehicle connectivity, transforming a car into a Wi-Fi hotspot, offering vehicle diagnostics, maintenance alerts, safe driving behavior monitoring, and location tracking.

Between February 27, 2025, through May 20, 2025, ****** ****** contacted our ************* team regarding issues they experienced with their SyncUP Drive devices. Upon completion of applicable troubleshooting, ****** ****** indicated they remained unable to connect to the SyncUP Drive device. As such, ****** ******* concerns were escalated to our Engineering team for further review. Our Engineering team determined that no network errors were occurring, and it was recommended that the SyncUP Drive device be replaced. As such, on April 13, 2025, a warranty exchange was processed for the SyncUP Drive devices in use on the lines ending in 7861 and 1702. Replacement SyncUP Drive devices with the ******************** Equipment Identifiers (IMEI) ending in 1466 and 3362 were sent to ****** ****** for pickup at a T-Mobile retail location, and were delivered as of April 17, 2025.

Please be advised that a Warranty Processing Fee, which is disclosed at the time the exchange transaction is processed, covers the cost associated with processing the exchange under the Limited Warranty, including *** ground shipping of the replacement router. The warranty Processing Fee was disclosed before the above transactions were completed and the replacement devices were sent out.

T-Mobile contacted ****** ****** on May 9, 2025, at which time they indicated they continued to experience issues with their SyncUP Drive devices. ****** ****** declined to complete the applicable troubleshooting at that time; however, we escalated their concerns to our Engineering team once again. Our Engineering team requested ****** ****** update the SyncUP Drive devices and associated application to the newest software version and retest the devices.

Upon speaking with ****** ****** on May 12, 2025, they indicated the issues remained following the update. At that time, we issued a credit to the account in the amount of $120.00 for the SyncUP Drive charges, and escalated ****** ******* concerns to our Engineering team for further review. Our Engineering team confirmed there were no network issues occurring at that time.

Our office spoke to the ****** ****** on May 20, 2025, and advised them of the above information. Regrettably, ****** ****** declined any further troubleshooting, and cancelled the above SyncUP Drive lines of service, to be effective at the end of the billing cycle, on June 16, 2025. In an effort to amicably resolve this matter, T-Mobile waived the *** balance for the above SyncUP Drive devices. As such, the account will no longer be billed monthly for the devices. ****** accepted this as resolution to their concerns. We provided ****** ****** with our contact information should they have any additional questions regarding this matter. T-Mobile regrets any inconvenience to ****** ******.

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

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

Very truly yours,

T-MOBILE USA, INC.

**** Wilson
Executive Response
Customer Answer
Date: 06/02/2025

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:05/07/2025
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.
******** has been charging me more money than what they were supposed to. They refuse to credit the account
Business Response
Date: 05/19/2025

May 19, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23300986

To Whom It May Concern:

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

T-Mobile regrets any concerns our customer may have experienced, and we appreciate the opportunity to respond. In reviewing this matter, we confirmed the customers concerns are pertaining to billing discrepancies and plan cost adjustments.

Upon review, T-Mobile offers our First Responder discount on selective voice rate plans to eligible customers. To receive our First Responder discount, qualifying customers must submit re-verifications on an annual basis. If the account is not reverified, the accounts rate plan is automatically switched to the non-discounted version of the rate plan. ********** has confirmed that the customer did not complete the yearly verification for our First Responder discount and their rate plan was automatically changed to the non-discounted rate plan. That said, the account was billed accurately.

T-Mobile contacted the customer on May 8, 2025, and addressed their concerns. Please note, as of the date of this letter the customers account is cancelled with zero balance. Additionally, we provided them with our contact information should they have any additional questions regarding this matter. T-Mobile regrets any inconvenience to the customer.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

***** Johnson
Executive Response
Initial Complaint
Date:05/07/2025
Type:Product 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 ordered a new cellphone and service through sales online. They shipped out the phone and I no longer wanted the phone due to a discrepancy about which phone would be sent out. I called back to have the phone returned while it was still in route to me so the phone never reached me but was redirected back to T-Mobile. They received the phone and Im now having a problem getting my money refunded. When I called customer service I am constantly getting the run around. I was even told to go to a retail location which I did only to waste my time. I have never even received an email stating that I would receive my refund. I would not recommend this company to anyone because they are quick to take your money and then give you the run around about being refunded. Im on a fixed income and disabled and I cant afford to just throw money away. This is absolutely ridiculous and I want my money back asap. You have your product back so where is my complete refund! I am waiting for my refund so I can close the whole account and I hope I dont get charged one ***** because I never received the phone or used it!!! I want the cost of the phone and all sale taxes refunded.
Business Response
Date: 05/20/2025
May 20, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23297822

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated May 7, 2025, regarding the account referenced in the above-mentioned file number.

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

After a thorough review, our records indicate that the customer placed an order for a handset which was shipped to them. However, the customer refused the handset and as such, the handset was returned to our warehouse. Pursuant to T-Mobile policy, a refund for the upfront costs is processed and issued to the customer within ten business days from the date the handset was received back at the warehouse.

On May 8, 2025, upon speaking with our customer, we were able to amicably resolve their concerns. Furthermore, we provided the customer with our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

***** *******
Executive Response
Initial Complaint
Date:05/06/2025
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 went into this ******** store to upgrade my daughters phone in December 2024. The sales person *******, sold me 2 new phones hand having 2 trade in phones for trade in credit, my bill actually went down. At that point it was the "last day" for the $30.00 internet promo as well and all in with phones, watch, and internet including taxes and fees, my bill was under $190.00 per month. I have yet to see a cell phone bill with the amount quoted with the exception of my March bill at $184.33. I went to the local store which I have had issues with in the past and the regional manager named **** looked at my bill and said it "looked correct". He told me that the $30 internet was only available on a "higher plan". for some reason it went to $45 on my bill and not the $30.00 I was quoted. I was not shopping for a new phone or internet when I went into this store and left with both as the math made sense. I had a paid off iPhone 14 Pro Max when I went in which ******** had paid of due to my trade in "disappearing" on that phone as well. I went into the ******** store in April for the same issue and was told that the "trade in credits were not on my bill so it would be higher that month but way lower the following month". The bottom line is, my bill should be $185 including my $30 internet $189 at max and I'm being billed $263.08 for 2 phones, my watch and internet. Thank you in advance for your assistance with this matter.
Business Response
Date: 05/16/2025

May 16, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23293920

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated May 6, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to a billing dispute after upgrading their handsets and adding a ********************* line to their account.

After a thorough review T-Mobile confirmed that the customer visited a retail location and activated a new voice line, Home Internet line, and purchased two new handsets on our Equipment Installment Plan (EIP). The Home Internet line met eligibility for our Internet ********: Internet: $30 Internet with Any Voice Line (Internet ********* promotion which provides a monthly bill credit of $30.00. Our review found the handsets were enrolled in a device promotion which provides monthly Recurring Device Credits (RDC) while maintaining eligibility. Additionally, our retail team did contact ************* to change the rate plan for the customers four voice lines to our ****** Offer Essentials rate plan with a monthly cost of $120.00 for four lines plus taxes and the Home Internet line was changed to our Amplified Home Internet rate plan with a monthly cost of $65.00 plus taxes. The Home Internet line met eligibility for our monthly $15.00 HSI Voice Bundle Discount. As a result of the rate plan change, the Internet ******** was removed.

T-Mobile contacted the customer on May 9, 2025, and addressed their concerns. T-Mobile was able to reach an amicable resolution with our customer. Furthermore, we provided them our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

***** *****
Executive Response
Initial Complaint
Date:05/06/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
T-Mobile customer service has made it impossible to remove services from my account, even when I don't have a contract, my numbers have been transferred to a different carrier. Still, they will not cooperate to deactivate my account or service with T-Mobile. it is illegal to continue to make me pay for the service when I don't have service with T-Mobile!!
Business Response
Date: 05/16/2025
May 16, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23291846

To Whom It May Concern:

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

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

Our records confirm that our that our customer successfully ported some of the lines of service on the account to another service provider. Porting is the process of transferring a phone number from one service provider to another. Upon completing the port, the phone number is automatically cancelled with the previous service provider. We also confirmed that the remaining lines were cancelled at the customers request. After a thorough review T-Mobile has confirmed that the account in question is closed with no outstanding balance as of the date of this letter.

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 with 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
Initial Complaint
Date:05/05/2025
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.
Good Afternoon, In early ****** *** sorry I don't remember the date, I requested servie & a phone from Assurance Wireless. The phone started giving me trouble, so Assurance told me it's out of warranty??? They gave me a website to order a new one, I don't totally remember the site, just that it's Quality 1 something (*** sorry). I bought a ******** that was worse than the free phone. I've been calling Quality 1 for 3 weeks and trying to acces them online, but they never respond. Their phone numbr is ************. No *** at Assurance has offered to help me troubleshoot the ********. One *** told me he put in an order to ***lace the phone. *** still waiting. Yesterday, I spoke with a *** to get the address to return the ********, since I already transferred my service back to the free phone. He refused to give me the info, kept interrupting, and kept asking the same questions, what number did I call, etc. Then offered to troubleshoot the phone I just told him is deactivated. No one at Quality 1 responds to my numerous messages. Now Ijust want to be rid of the ********, which works worse than the free phone. *** elderly, alone, and need a phone that works and I need to sop wasting my time on people who don't care. The phone is $119.00 before taxes and SIM caard and charger. Whatever that amounts to is what I would appreciate as a refund. P.S. The ***s at first were very nice. I don't know what changed. The address on the website is *******, **. Thank you
Business Response
Date: 05/07/2025
May 7, 2025

FILED ELECTRONICALLY

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

Re: Your File No. 23289783

To Whom It May Concern:

Assurance Wireless is a brand operated under ****************** (T-Mobile). As such, T-Mobile provides a response on behalf of Assurance Wireless. T-Mobile and Assurance Wireless may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated May 5, 2025, regarding the above-referenced file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to their recent purchase from an Authorized Retailer, Quality One Wireless.

Please note, all new Assurance Wireless devices are provided with a one-year manufacturer warranty. However, it should be noted, customers can work with us directly for 90 days to get a device replacement from the date of receiving the original device. After the 90-day period, customers will contact the manufacturer directly for a device replacement. The warranty does not cover damaged, lost or stolen devices, and if a device is reported as lost or stolen.

Assurance Wireless offers alternative options to purchase a device through our Authorized Retailer, Quality One at *****************************************************; As an additional option, Assurance Wireless customers are eligible to Bring Your Own Devices (BYOD) that meet the following requirements:

Compatible with the T-Mobile Network requirements
Network Unlocked/ SIM Unlocked
Physical SIM-Capable

We recommend checking the devices compatibility online at ******************************************* prior to attempting activation of service.

Regretfully we are unable to validate the purchase details of any devices purchased directly through Quality One as they are independently owned and operated, nor are we able to process refunds or returns for purchases made through Quality One. However, as Quality One sells products that can be used on the Assurance Wireless network, they should be able to work with our customer directly regarding their concerns for a refund for shipment or device refund, according to their policies and procedures, in addition to the return time frame. As such our office recommends that our customer contact Quality One directly for assistance regarding this matter. Quality One can be reached via their website ************************************************** or directly at ************, more information regarding their return policy can be found at ****************************************************; We regret 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. ********** may also be reached at the address listed below.
Very truly yours,

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

***** DiMenna
Executive Response

Customer Answer
Date: 05/07/2025

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.
I received a call from a nice lady named *****, who explained everything to me.
Thank you for your assistance.
Do I have to file another complaint against Quality One?

Sincerely,

******* ******
Initial Complaint
Date:05/05/2025
Type:Product 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.
****** purchased a phone through ********************************* the order date was 1-20-25. It was a PCDP65 it cost ***** plus 1 sim card that was *****. We were not able to activate the phone. Since we were always unable to reach someone there we were instructed to mail the phone back with a letter of DEFECTIVE on the box. I received an email with Your Return Refund Completed. Return Status: Refund Approve. We haven't heard from anyone since. When I call Assurance they tell me they have no information on the sales that happen through ******. I've called Shopq1 hundreds of times & sent messages through their web site, no one ever gets back to me. I'm tired of running this loop & need help getting my sisters money back..
Business Response
Date: 05/07/2025
May 7, 2025

FILED ELECTRONICALLY

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

Re: Your File No. 23289712

To Whom It May Concern:

Metro by T-Mobile is a brand operated under ****************** (T-Mobile). As such, T-Mobile provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated May 5, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer has had with their device purchased through Quality ONE Wireless, and we appreciate the opportunity to respond.

We regret any confusion this may have caused our customer, however, as Quality ONE ********************** sells products that can be used on the Assurance Wireless network, they should be able to work with them directly to receive a replacement or a refund according to their policies and procedures in addition to the return time frame. As such our office recommends that our customer contact Quality ONE ********************** for further assistance regarding this matter. Quality ONE Wireless can be reached via their website at ************************************************** or they can call them directly at ************, more information regarding their return policy can be found at **********************************************************;

On May 7, 2025, our office contacted our customer and left the aforementioned via voicemail and email. It was explained that they will need to contact Quality ONE Wireless directly to resolve this matter. It was advised that they can contact them directly to discuss the refund/return options available for them. ********** explained that they more information can be found at ************************************************** as they are considered a third-party Authorized dealer, and all concerns must go to them directly. Further, we request that this concern be redirected to Quality ONE Wireless. We sincerely regret any inconvenience to our customer.

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

Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact ****************.

Very truly yours,

METRO BY T-MOBILE

***** Anglin
Executive Response
Customer Answer
Date: 05/29/2025

Complaint: 23289712

I am rejecting this response because: This is ***** ****** working for my sister ****** *****, whereas she's mentally challenged. I misplaced the letter I had received from ***** ******. Last time I spoke with her she wanted me to contact ******** Mastercard to see if the credit check from Shop Quality One had been directed to them. I called & they didn't have anything. So No this claim isn't closed, we can't ever reach anyone at Shop Quality One. No one answers the phone but a machine, you leave a message & no one calls you back. I also called Assurance in *************** & they told me I had to call Shop Quality also. I've been calling for months. I fill out messages on their web site & still nothing. That's why I'm reporting them they are not a legit business, all they have working for them is answering machines I think.
We returned a PCP65 smart phone with a sim card. $69.99 phone, & $10.00 sim card. Order number ASW75788 1/20/25 Date of return was 02/19/25. The package receipt #1Z030R539040045821.About 3-4 days I received a email from Assurance Wireless say Your Return Refund Complete, Order #ASW_75788 Return Status: Return Approved. So I have no idea what I can do next to get this resolved.
I would love it if someone from your office would try this number to Shop Quality & see what happens for yourself. ************ Is the only number I've been given.

Sincerely,

****** *****
Business Response
Date: 05/30/2025
May 30, 2025

FILED ELECTRONICALLY

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

Re: ***** ******
Assurance Wireless Account holder: ****** *****
Your File No. 23289712

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 29, 2025, regarding the above-referenced account number.

T-Mobile regrets any continued concerns ****** ***** and ***** ****** have had regarding their device purchased through Quality ONE Wireless, and we appreciate the opportunity to respond. Please note that Assurance Wireless and Quality One are separate companies, each with separate policies and procedures. As such, we do not have access to Quality Ones records for refunds or warranty exchanges. Furthermore, we are unable to process a refund of any amount.

Please note, Quality ONE Wireless sells products that can be used on the Assurance Wireless network, ***** ****** should be able to work with them directly to receive a replacement or a refund according to their policies and procedures. As such our office recommended that ****** ***** or ***** ****** contact Quality ONE Wireless for further assistance regarding this matter. Quality ONE Wireless can be reached via their website *******************************************************; or they can call them directly at ************, more information regarding their return policy can be found at **********************************************************;

********** discussed this information in depth with ***** ****** and explained that if they are not able to reach Quality One directly through the normal process, they should contact their bank. It was explained that if applicable, they can dispute the payment with their banking or credit card institution.

Regretfully our answer will remain unchanged as we will not be refunding them for the device purchased via Quality ONE Wireless. We strongly recommended that they contact Quality One
directly to discuss the refund/return options available for them. Unfortunately, we do not have an alternative way to reach them for our customers concerns. ********** explained that they more information can be found at ************************************************** as they are considered a third-party Authorized dealer, and all concerns must go to them directly.

Further, we request that this concern be redirected to Quality ONE Wireless. We sincerely regret any inconvenience this may have caused ****** ***** and ***** ******.

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

Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact ****************.

Very truly yours,

Assurance Wireless

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

Complaint: 23289712

I am rejecting this response because: We finally heard from Quality One & they finally let us know that they had sent our credit back to Mastercard back on 3/5/25. All they had to do was send us an email months ago & it would've saved a hole lot of grief for all of us. It was not only rude but very unprofessional way of doing business. I hope this business gets some type of strong reprimand from BBB. I plan on writing a bad review for the things
they've done to us during the last 4 months.

Sincerely,

****** *****

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