Complaints

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

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• 

  Sprint Now Part of T-Mobile

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  Sprint PCS Center

  1585 Niagara Falls Blvd Buffalo, NY 14201

• 

  Sprint Now Part of T-Mobile

  4390 Clyde Park Ave SW Wyoming, MI 49509-4057

• 

  Sprint Now Part of T-Mobile

  1660 S Congress Ave STE 1 Boynton Beach, FL 33426-6585

• 

  Sprint Now Part of T-Mobile

  1668 W Hillsboro Blvd Deerfield Beach, FL 33442-1657

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:05/05/2025

  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,

  
  ****** *****

• Initial Complaint

  Date:05/04/2025

  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.

  Five months ago, I changed my phone service to a new carrier. Since that time I have received a number of credit statements in the amount of $31.16. All of these statements have told me to deduct it off my next months bill. Since I closed my account, of course I do not have a bill due. I have called the customer service phone number on two other occasions besides today, and the callers wait time was approximately 1 hour. I chose to leave my name and number and asked for a call back. But I never received ********* I got through to them and spoke to a representative and then to his supervisor, and even though I was able to give them my name, address and account number, I was told they could not get into my account because it is closed and I did not know my six digit pin. Because of they couldnt issue my refund.I was not happy with the supervisor, I wont lie, the fact that I dont remember this number should not stop the people that I was business with from accessing my information on their system. I would like my refund and I will never again be doing business with ********. Id also like to say I did business with Sprint for 11 years prior to them being bought out with T-Mobile and never once had a problem with them. Any help that can be given in getting back this refund would be appreciated. They really need to change their policy as well as far as closing their accounts with negative balances and not automatically refunding that ******** apologies for the pictures, part of this bill got wet

  Business Response

  Date: 05/15/2025

   
  
  May 15, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:Your File Number: 23285628
  
  To Whom It May Concern:
   
  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 regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to a refund for their cancelled account. 
  
  T-Mobile records confirm the account was cancelled in December of 2024, when our customer transferred their service to another service provider. The customers final billing statement reflected a credit balance. 
  
  On May 4, 2025, the customer contacted ************* and unfortunately, they were unable to verify the account.  T-Mobile takes account security seriously and is committed to enhancing the protection of our customers' accounts.  If a customer is unable to verify their account, they must visit a T-Mobile retail location with a government-issued ID to verify their account before access can be granted.   
  
  On May 6, 2025, our office was able to reach the customer and verified them as the account holder.  In addition, we provided a resolution to their satisfaction.  Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.  T-Mobile regrets any inconvenience to our customer.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  ******************
  
  
  *** *****
  Executive Response
  
  

  Customer Answer

  Date: 05/15/2025

   
  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:05/04/2025

  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 called and cancelled my services with T-Mobile back in March. I was assured that everything was cancelled, including my smart watch service. In April, I was charged for service on my watch, which I had to call twice for a refund and cancellation on that service (that I was not using). Now, in May, I am being charged a $0.57 charge for supposedly still being enrolled in their auto-pay (which was obviously not cancelled). I just called and was told that they don't ordinarily do refunds for this instance, but they would make a one-time exception. I instructed them to remove my billing info from their systems, and was told that they had done so. The whole situation has left a sour taste in my mouth. I instructed them during my first call, back in March, to cancel everything I was enrolled in with T-Mobile, and verbally verified that I would not be charged subsequently. But now it's 2 months and 4 phone calls later and I am still fighting with them to not charge me each month for a service that I no longer receive.

  Business Response

  Date: 05/15/2025

  May 15, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23284114
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(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 to this matter.  In reviewing this matter, the customers concerns pertain to a watch cancellation and their final bill.
  
  After a thorough review, our records confirm the account was active with one voice line, one home internet line, and one watch line.  Please be advised the account was enrolled in ******* and was receiving a discount per line as they were enrolled in ******* with an eligible payment method and rate plan.  Please note, our records confirm that the voice line and the home internet line were cancelled.  However, due to an inadvertent error, the watch line was set to cancel at the end of the following bill cycle which was completed.
  
  Our records confirm that the payment for the bill for the month of March 2025 was remitted via AutoPay in April of 2025. Additionally, our ************* team issued a credit for the bill amount and refunded the payment remitted via AutoPay.  Please be advised that when an account is enrolled in ******* and a line is set to cancel, the line does not receive the full AutoPay discount, which is why our customer received a final bill.  As the account had a remaining balance, the AutoPay payment was processed, which was then refunded to the customer.
  
  T-Mobile contacted the customer on May 8, 2025, and resolved 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:05/03/2025

  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.

  Im not liable for with ********************** I do not have a contract with ********************** they did not provide me with the original contract as I requested

  Business Response

  Date: 05/16/2025

  May 16, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23283486
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated May 4, 2025, regarding the account referenced in the above-mentioned file number.
  
  T-Mobile regrets any concern our customer may have regarding their Legacy ********************** account.  Upon review, the Legacy Sprint account was sold or transferred to another company. If our customer has 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 our customer soon to assist with handling of their inquiry and account management. If our customer has already received a letter from the company, please refer to the contact information outlined in the letter to reach out to the company.
  
  Please note that this complaint has been forwarded to the company that now owns the previously noted account, for review and response.
  
  Based upon the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
  
  *****************
  
  
  ******** *******
  Executive Response

• Initial Complaint

  Date:05/03/2025

  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.

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

  Business Response

  Date: 05/14/2025

   
  
  May 14, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:Your File Number: 23283403
  
  To Whom It May Concern:
   
  *****************. (T-Mobile) is in receipt of your correspondence dated May 4, 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.  After reviewing the correspondence from your office, T-Mobile is unable to locate an account using the information provided.  As we are unable locate a current or formerly active account for the customer, we are unable to provide further details at this time. 
  
  If the customer wishes to provide their account information listed below to help us locate the account, of course we will review the information and respond to the dispute should we locate an account:
  
  Primary Account Holder name and address (the person who is contractually responsible for the Account)
  Complete ******* Account Number (if possible) 
  Primary Account Holder ******************************* number 
  Wireless number that is the subject of the Dispute 
  Account Brand Type that is the subject of the **************** Sprint, Metro, and/or Assurance Wireless.  
  
  Please note that if the customer is not the Primary Account Holder or a listed Authorized User, we cannot provide or disclose account information, which includes the name of the Primary Account Holder or any other identifying information.  As such, the customer must be the Primary Account Holder or Authorized User for us to provide detail in response to their dispute.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should the customer have any further questions, they may contact our office at ************.
  
  Very truly yours,
   
  ******************
  
  ********* ***** ******
  Executive Response
  
  

• Initial Complaint

  Date:05/03/2025

  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 got a phone from them that didn't work. i called about seven times ,trying to get something done .they lied to me. first said they would send me a new phone. they did not . said no new phone. lied again. so i got mad after calling and calling seven times. so i got really mad and called to cancel the ******. they said it would be cancel in 24 to 48 hours that was on monday 4-28-2025 lied again. now it it 5-3-25 . phone is not cancel.. so i cant go to other carrier till that is cancel. i have a approved app. from lifeline for a free phone and serve. but it will run out on june 11 2025. i don't know when assurance will turn it off. i am 75 , i need a phone . by the time some thing is done ,my app. will no longer be good. and i cant get into my account because they say tech issues.i have been trying to get help since 4-2-25.when i got the phone . i just want it to be cancel.and be done with them for good.

  Business Response

  Date: 05/06/2025

  
  May 6, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:      Your File No. 23282916
  
  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 3, 2025, regarding the above-referenced account.
  
  T-Mobile regrets any concerns our customer may have experienced with their device and cancellation request, and we appreciate the opportunity to respond.  Our customer activated their ********************** account on March 29, 2025.  At the time of activation, our customer was provided with a BLU Studio Mini device at no cost to utilize with their Assurance Wireless service.
  
  It is important to note, for devices activated after January 4, 2024, the device warranty period is 90 days.  Within the warranty period, customers must contact our device vendor, ***, directly for warranty processing, and a replacement device will be sent within 10 business days, alongside instructions and return packaging to return the non-functioning handset.  Customers may contact ANS by dialing ************** regarding their device warranty concerns.
  
  On April 11, 2025, our customer contacted ************* to report that their device was no longer functioning.  As such, ************* provided our customer with the contact number for ANS to arrange for a device replacement.
  
  Please note, to complete the cancellation of an Assurance Wireless account, the account must be verified and disclosures regarding the cancellation must be provided before the cancellation can be completed.
  
  On April 28, 2025, our customer contacted ************* and requested the cancellation of their Assurance Wireless account. As such, ************* submitted a cancellation request, and our back-office team attempted to reach our customer to complete the necessary account verification and provide the cancellation disclosures to proceed with their cancellation request.  Regrettably, our back-office team was unable to reach our customer.  As such, our customers ********************** account remained active.
  
  On May 6, 2025, our office contacted our customer and advised on the aforementioned details.  Regrettably, our customer declined to provide the necessary information to authenticate their account so that we could proceed with their cancellation request, and they released the call.  As of the date of this letter, our customers ********************** account remains active.  Should our customer wish to cancel their ********************** account, we request they contact ************* at the number provided below for further assistance with their request.  T-Mobile regrets any inconvenience to our customer.
  
  Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 7am 10pm CST.  
  
  Very truly yours,
  
  
  ******************
  
  
  **** *****
  Executive Response

• Initial Complaint

  Date:05/03/2025

  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.

  Over the years it has always been difficult to reach T-Mobile. The communication company that refuses to communicate with it's customers. The only way I have ever been able to contact them is via BBB. About a month ago I finally reached a person with T-Mobile but the customer service *** refused to help me whereas I don't know my 5 digit code. I guess she felt I would just go away. Then I filed a complaint with the BBB whereas that seems to be the only way I can speak to a person at T-Mobile about my account which I feel I am being over charged again. So they refuse to communicate but are sending me text messages or emails wanting payment. Threatening to disconnect service which I must have for medical reasons. The instant they disconnect me this time I will switch back to **** which would most likely be my best move anyway.

  Business Response

  Date: 05/15/2025

   
  
  May 15, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re: Your File Number: 23281507
  
  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 their account, and we appreciate the opportunity to respond to this matter.  In reviewing this matter, our customers concerns are pertaining to their balance and their account access with our Customer Care.
  
  Our investigation has determined that the customer has been on the same rate plan since activation of the account, and that there were no records reflecting the customer expressed concerns over their billing by contacting Customer Care.  
  
  Please be advised, T-Mobile takes account security seriously and is committed to enhancing the protection of our customers' accounts.  As part of this commitment, beginning March 4, 2025, T-Mobile implemented Two-Factor Authentication (2FA) for postpaid account verification.  This security measure requires customers to verify their identity using two distinct factors, which may include the account PIN/passcode, and a one-time PIN sent to their device.  If a customer is unable to receive the one-time PIN, they must visit a T-Mobile retail location with a government-issued ID to verify their account before access can be granted.  Our review confirmed that our customer has not contacted T-Mobile regarding their account in at least the last six months.
  
  On May 12, 2025, our office contacted the customer and addressed their concerns.  Additionally, we provided them with our contact information should they have any additional questions regarding this matter.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  ******************
  
  
  ****** ******
  Executive Response
  
  

• Initial Complaint

  Date:05/02/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with ******** in January of 2025 for the agreed monthly charge of a ***** plan which included as part of the agreement a I-Phone 14. Every month I have had to have lengthy conversations with T-Mobile to get the correct amount on the monthly invoice. The company has, each month, lowered my month bill to the correct amount for February and March. Currently the company wants to charge me more for the plan and also wants me to pay for the phone we agreed would be a I-Phone 14 for no charge, as the promotion to carry my number onto the T-Mobile Plan. Up until today, they have agreed that I was to be charged ***** a month. Today they informed me, regardless of our original agreement and supsquent payments, that my bill would be approximately ***** including charges for the I-Phone 14.

  Business Response

  Date: 05/13/2025

   
  
  May 13, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:Your File Number: 23276820
  
  To Whom It May Concern:
   
  *****************. (T-Mobile) is in receipt of your correspondence dated May 2, 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 promotion. 
   
  ******** regularly offers limited promotional offers. These limited promotional offers often provide customers with additional savings towards the purchase of handsets, tablets, and more. It should be noted that promotional offer values may vary depending on multiple factors such as device trade-in models, activation requirements, and rate plan eligibility.
  
  T-Mobile records confirm that the customer activated a new T-Mobile account with one voice line of service, subscribed to our Essentials 55+ rate plan for $45.00 per month, plus applicable taxes and fees. The customer took advantage of an Equipment Installment Plan (EIP) with the purchase of a new Apple iPhone 14 handset and attempted to take advantage of our Apple Activate ********: $630 off with New Voice Line and Port-In (Apple Activate ********* promotion. Our records reflect that the customers rate plan did not meet the eligibility requirements for this promotion, and as a result, they were not eligible for enrollment. However, T-Mobile systematically evaluates the account and attaches the next best available promotion that the customer qualifies for. This process ensures that customers continue to receive valuable benefits and savings even if their original promotion ends or is no longer applicable. As part of this process, the customer was enrolled in our *****: 50% off with New Voice Line (Apple Activate ********* promotion, as they met the necessary qualifications.
   
  On May 7, 2025, our office contacted the customer to apprise them of our findings, and we reached an amicable resolution. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter. 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  ******************
  
  ******* *****
  Executive Response
  
  

  Customer Answer

  Date: 05/14/2025

   
  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,
  
  *********** ********

  I was contacted by T-Mobile and they tell me that my complaint and my invoice have been corrected to the signup agreement price.  If this proves to be true then my complaint will have been resolved.  I won't know until my billing in June.  Thanks!  ***** ********

• Initial Complaint

  Date:05/01/2025

  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 month, I noticed that my monthly bill has gone up without any prior notice, consent, or explanation. I reviewed my account thoroughly and found no evidence of new services or authorized changes that would justify this increase. Furthermore, I did not receive any communicationwhether by email, text, or account notificationalerting me to any impending changes in billing.When I contacted T-Mobiles customer service to address the issue, I was either given vague responses or directed to terms that were never properly communicated. This lack of transparency and accountability is unacceptable and appears to be a deceptive business practice.I am requesting that the BBB investigate this matter and ensure that T-Mobile is held accountable for any unethical billing practices. I also request that my billing rate be restored to its original amount ($180/month) and that any unauthorized charges be refunded immediately.Thank you for your time and attention to this matter.Sincerely,****** ********

  Business Response

  Date: 05/14/2025

  May 14, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23276080
  
  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: 05/14/2025

   
  Complaint: 23276080
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:05/01/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with ********. I do not have a contract with CREDENCE RESOURCE MANAGEMENT they did not provide me with the original contract as I requested.

  Business Response

  Date: 05/14/2025

   
  
  May 14, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:Your File Number: 23271944
  
  To Whom It May Concern:
   
  *****************. (T-Mobile) is in receipt of your correspondence dated May 1, 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 being referred to collections. 
  
  After a thorough review, our records indicate that in December of 2023, the customer activated two voice lines of service, which was cancelled for non-payment in January 2025. As the account maintained a past due balance after cancellation and T-Mobiles internal collection efforts were unsuccessful, in March 2025, the account was referred to Credence Resource **********, a third-party collection agency. Our records show that the customer requested bill reprints in March 2025, for the January 2025, February 2025, and March 2025 billing statements, which were sent to the customers address.
  
  In May 2025, our office spoke with the customer and provided them with a partial account credit, which may take up 90 days to be updated with the third-party collection agency and the customers credit file. Please be advised it is T-Mobiles position that the customer has been billed in accordance with their selected rate plan, features, and equipment. Therefore, we consider this debt valid and owed and we may pursue all our legal rights and remedies to collect this balance. If the customer would like to discuss available payment options to resolve the debt, they may contact **************************** at **************.
  
  On May 12, 2025, our office contacted the customer and appraised them of the above information. 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