Business Profile
Mobile Phone Service
Sprint Now Part of T-MobileHeadquarters
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.
- 1,264 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/01/2025
Type: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.
For a long time now I have been having problems with my home internet and now I have My computer telling me my signal is moderat all day I have very slow or now internet services. I have complained to tec support with a credit Givin back to be but I feel like this problem is because of product oversold in my area and throttling me all day every day this is something not just me it's also my neighbors and my family in the area this is a attempt to get some clarity on this problem because it's not getting better just worse so I do believe this may be a legal issue if not resolved in a timely manner again this is attempt to resolve the issue before it is handled legally.Business Response
Date: 05/06/2025
May 6, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File No. 23271943
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 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 to this matter. In reviewing this matter, our customer concerns pertain to a home internet line that is not working properly. They also indicated that they wish to get a refund for services that they have already paid for, that have been unusable. T-Mobile investigated these concerns accordingly.
T-Mobile is always working to improve its service, and we regret any data-service issues Our customer may have experienced. Unfortunately, we are unable to guarantee data speeds in any location. There is no way to predict an exact speed with the variety of factors that can affect a customers experience. The device speeds may vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell site.
Metro by T-Mobiles Network Disclosure, below, and found on ***********************, states in part: Based on network statistics for the most recent quarter, customers who use more than ***** of data for their cell phone plan and 1.2TB for the Home Internet line during a cycle will have their data usage prioritized below other customers data usage for the remainder of the cycle in times and at locations where there are competing customer demands for network resources. At the start of the next cycle, our customers usage status is reset, and this data traffic is no longer prioritized below other traffic.
After a thorough review, T-Mobile was unable to locate an account with the information provided other than the account with Metro by T-Mobile. ********** was able to validate that our customer has a Metro by T-Mobile account; however, they have one voice line and no home internet line attached to this account. Additionally, we checked T-Mobile's system and were also unsuccessful in locating any account with a home internet service under our customers name or address.
Please note, as Metro by T-Mobile operates on a prepaid basis, customers have the flexibility to cancel their service at any time if they experience issues. Please note that no credits will be provided for outages or concerns related to service issues. As such, T-Mobile respectfully declines our customer's refund request for their Metro by T-Mobile account.
On May 2, 2025, our office contacted our customer via email and phone to explain this policy. We requested that our customer provide the correct account number for the home internet line or account. We ask that our customer contact us directly at the number or email address provided in our correspondence to them, so we can further assist them with their concerns.
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 ************* directly at **************** or 611 from your handsets during the hours of 6am 2am CST.
Very truly yours,
METRO BY T-MOBILE
***** ******
Executive ResponseInitial Complaint
Date:05/01/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been experiencing a mobile data outage on my T-Mobile prepaid account since April 22, 2025, which began immediately after I paid my monthly bill approximately 30 minutes late. Although the account is fully active and paid, my phone cannot load apps or access data over the T-Mobile network only Wi-Fi works.I use an iPhone 13 Pro. Ive already completed all troubleshooting steps: reset network settings, updated iOS, disabled data-saving features, received a new SIM from a T-Mobile store, and tested my SIM in another iPhone. The issue persisted, proving this is not a device issue.T-Mobile support insists nothing is wrong with my service and refuses to escalate the case. I filed a support ticket on 4/23/25, and its now 10 days later with no resolution. I believe there is a back-end provisioning or account restriction error caused by the late payment.Desired Resolution:Investigate and fully resolve the backend issue preventing data access Restore full mobile data functionality on my account Provide an explanation and compensation for the 10-day and counting service disruptionBusiness Response
Date: 05/12/2025
May 12, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re: Your File Number: 23271728
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 data services on their handset.
T-Mobile is always working to improve its coverage. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. T-Mobile has verified the address on the customer's account and based on the coverage map, confirms their account address is in an excellent coverage area with a current tower issue affecting data with no estimated time of repair.
Please note the customer's monthly rate plan charges plus taxes and fees are due each month on the same date. As no payment was remitted by the due date, the line of service was suspended. That same day, payment was remitted, and the service was restored.
T-Mobile records indicate the customer contacted ************* multiple times in April of 2025, concerning the data on their handset. After troubleshooting was completed multiple times, including a Subscriber Identity Module (SIM) card change, it was determined that the data was working on the handset, but certain third-party applications were not working. ************* escalated the customers concerns to our Engineering team twice during these interactions. Our Engineering team was able to confirm both times that there were no account issues causing certain third-party applications to not work on the handset. Additionally, the issue was not caused by a T-Mobile tower issue.
Please be advised T-Mobile does not support third-party applications that are not developed by T-Mobile or work with a feature we provide as these apps are downloaded from an App store, ****** Play Store, or the web. Third-party applications will have an email link, and additional support is provided by the developer.
On May 6, 2025, our office contacted the customer and addressed their concerns. The customer declined further troubleshooting. As the data was working with T-Mobile on the handset, T-Mobile referred the customer to Apple for further investigation. 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 ResponseCustomer Answer
Date: 05/12/2025
Complaint: 23271728
I am rejecting this response because:
I would like to clarify that I never refused further troubleshooting. I was contacted by T-Mobile, and during that interaction, I was informed that they had done all they could and that the issue was not related to T-Mobiles network or services.
They offered a credit for the monthly payment, which I appreciate, but I was also told that there was nothing further they could do to resolve the issue. This is why I am denying their response not out of refusal to cooperate, but because the matter remains unresolved and the explanation provided does not address the core problem with my phone's functionality.
I am seeking a proper resolution to the issue, which still persists, and I would appreciate further review of the case.
Thank you.
Sincerely,
AlishaBusiness Response
Date: 05/22/2025
Customer Answer
Date: 05/23/2025
Complaint: 23271728
I am rejecting this response because:
To Whom It May Concern,
Thank you for your response regarding my complaint.
However, I must respectfully disagree with T-Mobile's assessment that this is not a network-related issue. I have already contacted Apple, and they went as far as performing a hard reset on my iPhone 13 Pro and even physically repairing the device by disassembling it. Despite these extensive measures, the issue with third-party applications not working persists but only when I am using cellular data. These same apps function normally when I am connected to Wi-Fi, which clearly points to a problem with T-Mobiles data service, not with the device or the apps themselves.
I have explained this repeatedly to the T-Mobile representative who contacted me, but she continues to insist the issue is not T-Mobiles responsibility. Unfortunately, her responses have been dismissive and unhelpful, and she has not provided any meaningful assistance or resolution. I would prefer not to be contacted by her again, as our conversations have not been productive.
If another representative from T-Mobile is willing to look into this matter with a fresh perspective, I am more than happy to speak with them and work toward a resolution. I am simply seeking reliable service for which I am paying.
Thank you for your continued attention to this matter.
Sincerely,
AlishaBusiness Response
Date: 06/05/2025
June 5, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:****** *****
Your File No. ********
T-Mobile Prepaid Phone No. XXX-XXX-3629
To Whom It May Concern:
****************** (T-Mobile) is in receipt of your correspondence dated June 2, 2025, regarding the above-referenced prepaid account.
T-Mobile regrets any concerns ****** ***** may have experienced regarding their data services, and we appreciate the opportunity to respond. The account was activated on April 13, 2013, and has one voice line of service subscribed to our Simple Choice Unlimited Text, Talk & ******** with 5GB Tethering rate plan for $70.00 per month, plus taxes and fees. ****** ***** is using an Apple iPhone 13 Pro handset that was not purchased from T-Mobile.
T-Mobile records indicate that on April 23, 2025, ****** ***** contacted our ************* team to advise that their data services were not working. Our ************* team opened an investigation into the customers data services and it was confirmed that ****** ****** services were set up to work properly on our network. On April 29, 2025, ****** ***** contacted our ************* team several times regarding their data services and a new investigation was opened and it was again confirmed that ****** ****** services were set up to work properly on our network. Unfortunately, we are unable to guarantee data speeds in any location. There is no way to predict an exact speed with the variety of factors that can affect a customers experience. The device speeds may vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell site. Additionally, customers may experience different results based on location and number of other customers on the network.
On May 6, 2025, our office spoke with ****** ***** and confirmed their data services were working normally except when trying to access Hulu, TikTok, and Instagram. ********** confirmed that there are no set up issues with ****** ****** account that are causing their data service concerns and referred ****** ***** to contact ***** directly at ************ or ***************************** for further troubleshooting.
On May 20, 2025, our office followed up and spoke with ****** *****, and they confirmed that a factory reset was performed on their handset which did not resolve their issues. ********** referred ****** ***** to contact ***** directly at the website or number above or to contact the developer of the application that is not functioning properly on their handset.
On June 3, 2025, our office contacted ****** ***** regarding their data service concerns. To ensure that ****** ****** concerns are thoroughly reviewed and to amicably resolve this matter, an escalated investigation was opened and our office will continue to work with ****** ***** towards an amicable resolution. 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,
******************
********* Garza
Executive ResponseCustomer Answer
Date: 06/11/2025
Complaint: 23271728
I am rejecting this response because:
I am writing to formally reject the companys response at this time, as the issue has not yet been resolved. However, I would like to acknowledge that a new representative, ********* *****, has recently taken over my case and is diligently working with me to find a resolution.
We believe the issue may be related to my grandfathered plan, and we are currently in the process of testing whether switching to a different plan resolves the problem. Once that step is completed and the issue is confirmed to be resolved, I will accept the resolution and agree to close this case.
Until then, I respectfully request that the case remain open as the matter is still actively being worked on.
Thank you for your continued support.
Sincerely,
****** *****Business Response
Date: 06/20/2025
June 20, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: ****** *****
Your File No. 23271728
T-Mobile Prepaid Phone No. XXX-XXX-3629
To Whom It May Concern:
******************(T-Mobile) is in receipt of your correspondence dated June 17, 2025,regarding the above-referenced account.
T-Mobile regrets any continued concerns ****** ***** has regarding their data services, and we appreciate the opportunity to respond. As previously indicated in our reply dated June 5, 2025, our office spoke with ****** ***** on June 5, 2025, regarding their concerns. ********** opened an investigation to confirm that ****** Allens account is set up correctly to access our network. On June 9, 2025, our investigation was closed confirming that ****** Allens account is correctly set up to access our network. Additionally, our Engineers recommended that we try one of our current prepaid plans to resolve ****** Allens concerns. Please note, our office setup a follow by phone with ****** ***** on June 18, 2025, to confirm their plan change and will continue to work with them towards a resolution.
On June 18, 2025,our office contacted ****** ***** and update their rate plan to the T-Mobile Unlimited Plus rate plan at a cost of $60.00 per month. Additionally, as a courtesy, T-Mobile issued an account credit of $60.00 to cover the cost of one month of service. Furthermore, T-Mobile kindly requested that ****** ***** contact me directly at the number below should they have any questions or concerns 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,
*****************
********* *****
Executive ResponseCustomer Answer
Date: 06/25/2025
Complaint: 23271728
I am rejecting this response because:
Yes, my plan was changed, and as of now, my services and apps are functioning correctly. However, I would like to clarify that although T-Mobile states my account was correctly set up to access the network, the previous plan I was on was not allowing me to access the network properly.
Despite the account being "set up correctly," the service was not working until the plan was changed. I was specifically informed that the issue was due to the plan itself, not any setup or technical error on my end. Therefore, I respectfully disagree with T-Mobiles statement that the account was correctly accessing the network it was not, due to the limitations of the plan.
That said, I do want to acknowledge that ********* ***** was very helpful throughout this process. She assisted in changing the plan, and I appreciate the credit issued to cover one month of service. The service is now working as expected.
Thank you for your attention to this matter.Sincerely,
****** *****Initial Complaint
Date:04/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I've been an Assurance Wireless customer for over 10 years, and now my services have been stopped for unknown reasons. I'm a disabled veteran, and I know I qualify for free government service. T-Mobile and Assurance Wireless have no right to decertify my services. I've submitted my application in a timely manner, only to have my services terminated. I've had numerous problems with their service in the past. This must be investigated immediately.Business Response
Date: 05/06/2025
May 6, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
************************
Re: Your File No. ********
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 1, 2025, regarding the above-referenced account.
We regret any concerns our customer may have had regarding their account, and we appreciate the opportunity to respond. Upon reviewing this matter, we found that our customer's concerns pertained to a failed National Verifier application and canceled service.
After further review, our office was able to validate that our customer was previously subscribed to our service under account number ending in 2771. On April 30, 2025, we received a notification that our customer had failed the National Verifier Re-Certification. It should be noted that we were only advised of this information, and as such, the account was opted out of their current rate plan and placed on a Flat 10 rate plan. The Flat 10 rate plan is a pay-by-the-minute and text plan, which requires that customers maintain a credit balance on their account to utilize calling at a $0.10 per minute rate or texting at $0.10 per text. Consistent with the Terms and Conditions of Service, to which our customers agree, this service plan is implemented on a customers account once they are no longer eligible to receive the Assurance Wireless Lifeline benefit.
Between May 1, 2025, through May 4, 2025, our customer contacted our ************* to get assistance with their application as their account remained active which caused our customer to have difficulty with the reapplication process. Our ************* advised them they would need to cancel their current account, and complete a new application. As such, on May 4, 2025, our ************* canceled the account with our customers permission. Afterward, our ************* advised our customer could reapply with the National Verifier, and once approval is received from the National Verifier, they can return to the Assurance Wireless website, ******************************, select ENROLL NOW, and fill out the application for service with Assurance Wireless.
On May 5, 2025, our office was able to validate that our customer has been approved for services with the National Verifier and that Assurance Wireless has created a new account for them. It was discovered that a *** card will be shipped in the next seven to ten business days. Once received, they can activate the *** card on the device used on their previous account.
On May 6, 2025, our office contacted our customer via phone and email and explained the aforementioned. It was advised that once the new account is activated, they may be able to retrieve their old phone number for use on the new account. Should our customer have any further questions or concerns they have been provided with our direct contact number.
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 ResponseCustomer Answer
Date: 05/07/2025
Complaint: 23271356
I am rejecting this response because:this response does not resolve the issue due to the fact i never should have been disenrolled from the program because i recertified on 4/23/2025.
Sincerely,
******* ***Business Response
Date: 05/15/2025
May 15, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
******* ***
Re: Your File No. 23271356
Assurance Wireless Account: ********* & 811850127
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 13, 2025, regarding the above-referenced account.
We regret any continued concerns ******* *** may have had regarding their account, and we appreciate the opportunity to respond. As previously explained in our last response dated May ******, ******* *** was previously subscribed to our service under account number ending in 2771. However, on April 30, 2025, we received a notification from Lifeline that ******* *** had failed the National Verifier Re-Certification. It should be noted that we were only advised of this information, and we have nothing do to with the Lifeline application being denied or approved.
As the Lifeline recertification was denied, ******* **** rate plan was placed on a Flat 10 rate plan. This rate plan is implemented on a customers account once they are no longer eligible to receive the Assurance Wireless Lifeline benefit, and they are required to reapply.
On May 5, 2025, our office was able to validate that our customer has been approved for services with the National Verifier and that Assurance Wireless has created a new account ending in 0127 for ******* ***. On May 7, 2025, ******* *** contacted ************* to activate the device and it is currently in use.
On May 14, 2025, our office reached out to ******* *** via voicemail and email to address the issue at hand. We confirmed that the account is actively in use. Additionally, we recommended that ******* *** contact Lifeline directly to discuss the failed Lifeline application as we have no information regarding the initial denial. Lifeline support can be reached at **************** or through email at ************************ for further information regarding the application. Should ******* *** have any questions we ask that they contact our office at the information provided in our correspondence to him. We regret any inconvenience this may have caused them.
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,
******************
***** Anglin
Executive ResponseCustomer Answer
Date: 05/15/2025
Complaint: 23271356
I am rejecting this response because:t-mobile, assurance wireless has a history of providing poor or inadequate service to customers and their ability to resolve problems is poor at best.
Sincerely,
******* ***Initial Complaint
Date:04/30/2025
Type: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.
They promised to pay off my phone bill if I switched they did not do so they intentionally mislead Me to get the sale I spoke to customer service and a store manager it ended up hitting my credit and I paid out of pocket I was promised a call back and I followed up over two months ago no one got back to meBusiness Response
Date: 05/12/2025
May 12, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23270528
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 concern pertains to a promotional offer.
T-Mobile records indicate that the customer activated one voice line in July 2024. At the time, T-Mobile offered customers a rebate for the amount they had paid their previous mobile carrier to pay off their phones, provided via a virtual prepaid MasterCard, when they met certain eligibility requirements. These requirements included the activation of a voice line, the purchase of a new phone from T-Mobile on an Equipment Installment Plan, the trade-in of the phone they brought from their previous carrier, the transfer of their phone number from the previous carrier to T-Mobile, and the submission of financing details for the phone they brought from their previous carrier on *********************** within 30 days of purchase. While the customer met the first four of these requirements, we received no online submission for the promotion within 30 days of purchase. Therefore, no rebate was processed as we could not confirm the device payoff amount for the customers phone from their previous carrier.
However, on May 8, 2025, our office reached the customer, and we are pleased to report that 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 ResponseInitial Complaint
Date:04/30/2025
Type: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.
Formal Complaint Regarding Deceptive Practices by Assurance Wireless Account number: ********* Phone: ********** To Whom It May Concern,I am submitting this formal complaint regarding what I believe to be deceptive and unethical business practices by a mobile service provider Ive been using under federal/government assistance ************ Summary:On April 30, 2025, at 7:49 AM, I spoke with the first representative, who identified under code number: ********. They informed me that my account had a technical issue and created case number: *********. I was told the issue would be resolved by 11:00 AM and was advised to purchase a yearly plan for $10 instead of monthly due to this error. This representative acknowledged the technical problem and said it would be escalated to the back office. Later that day, I spoke with Hailyn (code: ********), who contradicted the first representative by saying there was no technical issue and threatened me by saying I needed to take action. Despite the automated system stating I had over ****** megabytes out of ****** remaining, she insisted I had no usable data. Her explanation was inconsistent with how megabytes work and was dismissive and aggressive. She ignored the data metrics provided by the system and claimed just watching a movie would use it allwhich was not reflective of my actual usage. She also put me on hold for long periods, stalling without resolution. Finally, I spoke with *****, a supervisor, who admitted that both representatives gave me inaccurate information. She said the automated system might be wrong and that I should ignore it. She added that they would escalate the matter again and instructed me to turn off my phone to test the data. She confirmed that Hailyn shared information she should not have, adding further inconsistency to their conduct.Business Response
Date: 05/07/2025
May 7, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File No. 23269596
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 April 30, 2025, regarding the above-referenced file number.
T-Mobile regrets any concerns our customer has regarding their account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to their data usage. Assurance Wireless offers our customers plans that include ***** minutes, unlimited texts and 4.5GB of high-speed data. Assurance Wireless may reduce data speeds to 3G speeds, once a user on the account has reached 4.5 GB of data usage during a service cycle.
We appreciate that reduced data throughput may cause usage challenges and that is why customers are provided with a number of options to tracking their data usage. Using an Assurance Wireless device, they can dial #WEB# (#***#) and press send to check data usage at any time. Customers may also view current data usage online at *******************************************************************;
In June 2024, Assurance Wireless began offering a new rate plan for customers requiring additional data. ******** Peace of Mind rate plan, which offers unlimited talk, unlimited text, unlimited data with the first 7.5 GB of high-speed (smartphone or Hotspot), and unlimited 3G data after that. Please note, the high-speed data restarts at the start of the new service cycle. In order to take advantage of this offer, customers are required to pay an up-front payment of $10.00 plus applicable taxes and fees, and the monthly cost of $0.83 will be deducted from the $10.00 account balance, which covers 12 months of service. Partial payments are not available, and this rate plan is not offered in all states. For more information regarding this rate plan, customers can view more information at **************************************************; It is important to note that Assurance Wireless does not offer an unlimited high speed data option at this time.
We appreciate our customer taking the time to provide details of their interaction with our ************* department. Please be assured that we value our customers feedback and will utilize this input to improve our training and processes as we are continually striving to improve the quality of service provided to our customers. We apologize if any T-Mobile employee failed in any way to display that during our customers contact with our ************* department. 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 ResponseInitial Complaint
Date:04/30/2025
Type: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.
MY NAME IS ******* AND ********* ****** ************ OR ************. WE HAVE COMPLAINED WITH THE BOOST COMPANY AND NO HELP. FEW YEARS BACK WHEN WE SIGNED UP FOR CELLULAR SERVICE WITH THEM WE WERE TOLD IT WAS AN UNLIMITED DATA FOR LIFE NO CHANGE OR ANYTHING. WE DID THIS BECAUSE MY HUSBAND WAS IN THE SERVICE AND WE NEEDED UNLIMITED. WE ARE SENIORS ON A FIXED BUDGET AND CAN NOT PAY MORE TO ADD MORE DATA. THEY KEEP SLOWING DOWN WHEN WERE STREAMING, WATCHING A VIDEO OR MOVIE OR JUST SERFING THE **** WE GET TEST MESSAGES SAYING WE HAVE GONE OVER OUR DATA AND NEED TO CONTACT THEM TO ADD MORE. NO THIS IS NOT RIGHT ITS FALSE ADVERTISMENT. WE HAVE BEEN WITH THEM FOR SOME YEARS AND I AM VERY ANGRY I FEEL WE WERE LIED TO AND NOW GETTING TAKEN ADVANTAGE OF. I DO NOT WANT TO BUY MORE DATA JUST GIVE US THE UNLIMITED AS WE WERE PROMISED THE DAY WE SIGNED WITH YOU.Business Response
Date: 05/12/2025
May 12, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 23267627
To Whom It May Concern:
T-Mobile ********. (T-Mobile) is in receipt of your correspondence dated April 30, 2025, regarding the account referenced in the above-mentioned file number.
Upon review, T-Mobile has confirmed the complainant is not a T-Mobile customer and may be a ************ customer. We respectfully request you forward this correspondence to ************ for further investigation and response.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
***** *****
Executive ResponseInitial Complaint
Date:04/30/2025
Type: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.
In November 2024 I went to T-Mobile to get two new phones for my family. The store **** *******, told me that if I changed my plan, I would get more money on the trade-in. He wrote on a sheet of paper calculating my bill to be within $20 of my current bill after the change. Believing that my bill would not change that much, and that I could increase my trade-in value toward a new phone, I agreed. Come December, and January, I see my bill has gone from $200 to $400. In February I returned to the store asking what the issue was with my bill. I sat with ******* again and he assured me that the bill would correct itself, it just took a bit more time. He also called customer service saying that credits had not been applied to my new phone that should have been. I waited to see the change. In April when I noticed my **** ***** at $400, I returned to the store. I explained my situation to the store **** The store *** proceeded to explain that he did not believe that I had come in to see about my bill in February. He also didn't believe *******, had written down on paper that my bill would be within $20 of the November bill. I explained that I've had the same plan for Ten years and only changed because ******* convinced me I would be better off. So I asked to return to my previous plan. The store *** said the plan I switched from no longer exists and it's not possible to change the plan back at this point. So my options now are to keep paying double of what my bill has been for ten years, or leave T-Mobile after 12 years of being a customer.Business Response
Date: 05/05/2025
May 5, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23267263
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated April 30, 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, which increased after new equipment purchased.
After a thorough review, T-Mobile confirmed that the customer purchased equipment using our Equipment Installment Plan (EIP) offering and changed their rate plan. We reviewed the account and confirmed that all qualifying device promotions have been successfully applied to the account and are reflective in the monthly recurring cost of service based off our customers new rate plan. Our review found the promotional device credit was successfully applied to the device installment plan, and in turn reducing the overall cost of the device to the promotional rate. Based on our review, it is our position that the customer was billed correctly based on their selected services.
On April 1, 2025, T-Mobile contacted our customer and provided the above stated information. We are pleased to report that we were able to provide the customer with an amicable resolution.
Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
**** ******
Executive ResponseInitial Complaint
Date:04/29/2025
Type: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.
3/11/2025: went into a T-Mobile store to purchase a new iPhone 16 Pro Max. Although the phone was physically in stock, the employee said it wasnt showing up in their inventory system and would need to be shipped.3/13, *** attempted delivery, but we werent home. *** was then supposed to deliver the phone on 3/15, 16, & 17 but never did. I contacted both ******** and *** and asked to have the phone held at a local pickup location. I also paid to have it kept there. Despite three separate attempts to retrieve it from that location, it was never there. .3/24: T-Mobile told me the phone was at the pickup site. It wasnt, I requested that the phone be reshipped. I was told I would have to pay the tax and activation fee again, despite having already paid it for the original phone that never arrived. A T-Mobile manager who assured me that they would update the system, reship the phone, and that an investigation with *** had been launched. When I called *** directly, they confirmed that no such investigation existed.3/28: returned to the store and again requested the phone be reshipped. We were told wed have to pay for the device in full upfront. We left the store five minutes later without a resolution. Approximately 15 minutes after we left, three tracker hotspots were fraudulently added by a store employeedevices we never authorized or purchased.I immediately contacted T-Mobile to report the fraudulent charges. Since then, I have spoken to eight T-Mobile representatives, including two managers. Each one assured me the trackers would be removed from my plan and the phone would be reshipped. To date, neither has happened.I have monthly charges on my account for the phone that never arrived, and for three unauthorized tracker hotspots. I have spent over 30 hours on the phone and in chat with T-Mobile customer service, and my account still reflects the same errors. This amounts to thousands of dollars in lost billable hours.Business Response
Date: 05/09/2025
May 9, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23263452
To Whom It May Concern:
T-Mobile ********. (T-Mobile) is in receipt of your correspondence dated April 29, 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 handset that they did not receive and additional equipment they indicated they did not purchase.
After a thorough review, T-Mobile confirmed that our customer used our Equipment Installment Plan (***) to purchase a handset. Additionally, our *** option was used to purchase three additional devices.
Please note, our customer contacted T-Mobile to advise that their handset was not received. Additionally, our customer advised that they did not purchase the three additional devices. Pursuant to this information, the *** for the three devices were closed. T-Mobile also confirmed the handset was not delivered to the customer and the upfront charges were refunded and the *** was closed.
Lastly, a replacement handset was ordered and shipped to the customer. It should be noted, upfront charges are required to be paid at the time of purchase; however, to amicably resolve their concerns, the upfront charges were billed to our customers account and T-Mobile applied a credit to offset those charges.
Upon speaking with our customer on May 1, 2025, we confirmed their concerns were being successfully resolved through our ********************** team; however, we provided them with our contact information should they need any additional assistance regarding this matter.
Please be assured T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during our customers recent contact with our retail location.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
****** ****
Executive ResponseInitial Complaint
Date:04/29/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been going back and forth with T-Mobile about a bill that I am being charged for-however, they havent provided any evidence that I received the equipment they are claiming I received, they havent provided the evidence to my bank either. Ive also talked with customer service regarding this issue and was told that it would be closed because they could not provide the evidence of me having it.This issue has been turned over to an collection agency and is reported against my credit report.Business Response
Date: 05/12/2025
May 12, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23262048
To Whom It May Concern:
T-Mobile ********. (T-Mobile) is in receipt of your correspondence dated April 29, 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 an account balance that has been referred to third-party collections.
T-Mobile records indicate our customer took advantage of our Equipment Installment Plan (EIP) with the purchase of an ******* handset. Our customer was not required to remit a down payment; however, they remitted a payment for the applicable taxes on the full retail price of the device. Our customer then agreed to a series of 24 monthly installments. If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. When the account was canceled, the remaining EIP balance was accelerated and posted to the final billing statement dated. T-Mobile verified that the ******* handset in question was used on the account at the time of cancellation. As our customers account carried a past due balance they were referred to a third-party collection agency.
Our office contacted our customer and were able to amicably resolve their concerns. T-Mobile removed the account from third-party collections and requested the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note it may take up to 90 days for our customers credit report to reflect the change. 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 ResponseCustomer 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,
****** *****Initial Complaint
Date:04/26/2025
Type: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.
In 2007 I opened an account with **********************. At that time they offered a promotion for $50/month and they stated it was guaranteed for life as long as the account was kept current. Then on April 29 2018 T-Mobile bought Sprint. At that time I was told that they would be honor this since it was a legal contract. Fast forward to April 2025 ******** now has sent out an email stating that they would be increasing all old accounts by $5.00 a month. I telephoned T-Mobile account management and told that I should not be included in this increase because my contract is for the life of my account with T-Mobile. They told me that they decided not to honor that contract anymore. I was told that it loose them too much money.Business Response
Date: 05/09/2025
May 9, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 23255088
To Whom It May Concern:
****************** (T-Mobile) is in receipt of your correspondence regarding T-Mobiles recent rate plan monthly recurring charge update.
As costs and inflation continue to rise, in 2024 and 2025, T-Mobile made small adjustments to the pricing of some of its older rate plans for the first time in nearly a decade. On May 22, 2024, T-Mobile notified certain customers enrolled in older rate plans that their plans monthly recurring charge would increase as of their June or July 2024 billing statements. On March 13, 2025, T-Mobile began notifying a separate group of customers enrolled in older rate plans that their plans monthly recurring charge will increase as of their April or May 2025 billing statement. It is important to note that any lines impacted by a monthly rate increase in 2024 that remain on the same rate plan will not see another increase in 2025.
T-Mobile notified all impacted customers by way of text message, email, and/or direct mail, about the rate increase and how the increase specifically impacts their account, including how much their current rate plan will increase, when to expect the increase, and where they can find more information. In most cases, the rate increase is $5.00 per line. All plan services, benefits, and due dates will remain the same. If any customer is interested in shopping for a new rate plan or would like to review our current rate plan offerings, we encourage them to contact ************* or visit *****************************************.
T-Mobiles long-standing commitment to offering low prices and the best value in wireless will never change. While making any adjustments to plan pricing is difficult, these updates will help us continue offering tremendous value for customers, as well as providing the experiences T-Mobile customers have come to love from us, well into the future.
Regarding these updates, we are aware some customers have inquired about Un-contract and T-Mobiles Price Lock and the difference between the two. First, it is important to note that whether a customer qualifies for Un-contract or Price Lock depends on when the customer activated their account and/or enrolled their already existing account in a qualifying rate plan. Customers who activated their account before April 28, 2022, are not eligible for Price Lock, as T-Mobile did not begin offering Price Lock until April 28, 2022. Customers with Price Lock were not impacted by the recent rate increases. For more information on Price Lock, please visit our website at ***********************************************************************;
Before Price Lock was offered, T-Mobile offered Un-contract. In particular, on January 5, 2017, T-Mobile began offering Un-contract, in which T-Mobile promised that if it ever raised the monthly recurring charge for a covered plan, customers who chose to leave T-Mobile.
as a result, could have T-Mobile reimburse their last months service charge. That Un-contract promise applies to all customers who activated an account on a qualifying rate plan and/or enrolled in a qualifying rate plan between January 5, 2017, and April 27, 2022. Consistent with T-Mobiles Un-contract promise, any such customers impacted by the rate increase can request to have their final months qualifying service charge reimbursed if they choose to cancel service as a result of the increase. Customers simply need to cancel service and request reimbursement within 60 days of the price increase.
Here, our records show that this customer activated their account outside of the Price Lock period. As such, their account is not protected by Price Lock given their account activation date preceded the introduction of Price Lock. Their account, however, is currently eligible for T-Mobiles Un-contract promise. Therefore, our customer may request to have their final months recurring charge reimbursed, should they opt to leave T-Mobile because of the rate increase. The customer just needs to let us know within 60 days of the increase. If they wish to stay with T-Mobile, the account will remain active on their current T-Mobile rate plan.
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 ResponseCustomer Answer
Date: 05/11/2025
Complaint: 23255088
I am rejecting this response because: I was a Sprint customer from 2007 which ******** acquired in 2017. As such I was under a contract which was called "The Guarantee For Life" which was billed at $50 a month and was guaranteed for as long as the account remained in good standing. When ******** acquired all the Sprint customers they acknowledged that they would honor their agreement to this. Now they want to disregard that agreement I was told because of financial reasons. My account has nothing to do with their changes to rates because "Guaranteed For Life" means just that. They have made me sign up for auto pay to keep my rate of $50 a month. I am requesting that I be issued a refund of $5.00 per month and my status of "Guaranteed For Life" be reinstated.
Sincerely,
******* *******Business Response
Date: 05/23/2025
May 23, 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 19, 2025, regarding the above-referenced account.
T-Mobile regrets any concerns ******* ******* may have experienced regarding their account, and we appreciate the opportunity to respond. ******* Johnsons account was activated with Sprint on May 11, 2007, and was migrated to T-Mobile on March 29, 2023, via our Magenta Complete process. The Magenta Complete process was an automated process that moved eligible customers from the ********************** billing system to the T-Mobile billing system. The Magenta Complete process also moved eligible customers from a ********************** rate plan to a T-Mobile rate plan that was similar to the customers rate plan under the ********************** billing system. Any offers and promotions that customers redeemed with ********************** also moved over to the T-Mobile billing system as part of the Magenta Complete process.
At the time of migration, ******* Johnsons Sprint rate plan was moved to our Essentials 55+ rate plan for $50.00 per month plus applicable taxes and fees. Their account currently has one voice line of service subscribed to that rate plan for $50.00 plus taxes and fees per month. Our records also show that the account is currently enrolled in *******, however, ******* ******* did not enroll with a bank account or debit card, and, therefore, they do not receive a monthly AutoPay bill credit.
In their rebuttal, ******* ******* claims when they were with Sprint, their price of their rate plan was guaranteed to stay the same and, as part of the T-Mobile and Sprint merger, T-Mobile was required to honor that guarantee. To address this claim, it is important to note that as part of the merger between Sprint and T-Mobile, T-Mobile worked diligently to integrate systems and improve the wireless experience for all customers, while honoring agreements that were made with legacy Sprint customers. T-Mobile has carefully reviewed the details of prior agreements, and the terms associated with legacy Sprint rate plans and the corresponding T-Mobile rate plans customers moved to as part of the Magenta Complete transition process. Based on that thorough review, T-Mobile confirmed that the recent price increase does not violate those agreements, as the rate plans that were impacted by the increase were not guaranteed to remain unchanged indefinitely.
It should also be noted that as part of the T-Mobile and Sprint merger, T-Mobile entered into agreements with several states and the *** where it agreed to continue to make certain plans available for a period of five years following the closing date of the merger. ******** has complied with those agreements and has taken steps to ensure the recent pricing changes are permissible under those agreements, which expire on or before April 1, 2025.
Although our review confirms ******* ******* is not covered by any guaranteed pricing agreement, ******* ******* is able to take advantage of our Un-contract promise, which is a promise T-Mobile made to customers between January 5, 2017 and April 27, 2022 that if T-Mobile raised prices and a customer decides to leave T-Mobile as a result, T-Mobile will pay the customers final months recurring service charge as long as the customer notifies T-Mobile of this decision within 60 days of the price increase.
Therefore, should ******* ******* decide to leave T-Mobile due to the price increase, T-Mobile will pay their final months recurring service charge as long as ******* ******* notifies T-Mobile of this decision within 60 days of the price increase.
On May 20, 2025, our office contacted ******* ******* and provided the above information. We assisted ******* ******* in updating their AutoPay method so they would qualify to receive the monthly discount of $5.00 per line. Additionally, in an effort to amicably resolve this matter, we issued a one-time credit to the account, which ******* ******* accepted as resolution to their concerns. T-Mobile regrets any inconvenience to ******* *******.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.
Very truly yours,
******************
****** ****
Executive ResponseCustomer Answer
Date: 05/26/2025
Complaint: 23255088
I am rejecting this response because: At the time of migration my account was never moved to any other named account. I was still under the the plan that I started on which was "The Guaranteed For Life" plan. And it was stated to be $50 flat (no other fees included}. ******** then goes on to claim that the price increase does not violate this agreement and that is nonsense! If the price is suppose to be "Guaranteed" to remain unchanged as long as the account is kept in good order then you can't arbitrarily raise the price because of any reason. Furthermore when their representative spoke to me on the phone he never mentioned this to me. He gave me my rate of $50/month and I made the necessary adjustments changing from a credit card to a debit card so I would be able to take advantage of the auto-pay which will lower my charge to $45/month. I was further told that my fee would change. You can have them forward the bill I paid in May as proof of what I'm saying.
Sincerely,
******* *******Business Response
Date: 06/06/2025
June 6, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: ******* *******
Your File No. 23255088
T-Mobile Account No. *********
To Whom It May Concern:
******************(T-Mobile) is in receipt of your correspondence dated June 2, 2025, regarding the above-referenced account.
T-Mobile regrets any continued concern ******* ******* has and appreciates the opportunity to respond. As noted in our prior response, ******* Johnsons account was activated on May 11, 2007, with Sprint and was migrated to T-Mobile on March 29, 2023, via our Magenta Complete process. The Magenta Complete process moved eligible customers from a ********************** rate plan to a T-Mobile rate plan that was similar to or better than those under the Sprint billing system.This information was disclosed at the time of the migration.
At the time of migration, ******* Johnsons Sprint rate plan was moved to our Essentials 55+ rate plan. Their account currently has one voice line of service subscribed to that rate plan for $55.00 per month, plus applicable taxes and fees. Our records also show the account is currently enrolled in ******* with an eligible payment method and,therefore, receives a monthly discount of $5.00 per qualifying line of service up to eight lines, for a total monthly discount of $5.00, which reduced their monthly rate plan charge to $50.00 per month plus applicable taxes and fees.
In their rebuttal, ******* ******* claims the plan they were subscribed to at Sprint was a guaranteed for life plan and they claim T-Mobile agreed to honor that guaranteed for life plan during the merger. To address that claim, it is important to note that as part of the Magenta Complete migration process, customers were assured that they would not see an increase in their base bill amount at the time of migration simply because their rate plan was changing. This assurance was not intended to create, nor did it create a new promise or guarantee that rate plan prices would never increase or be locked in at a set price point forever. This assurance was only intended to ease concerns during the transition and confirm that customers migrating to T-Mobile would not see an increase in their bill as a result of the migration.
It is also important to note that ******** has complied with its merger agreements and has taken steps to ensure the recent pricing changes are permissible under those agreements.
The billing statement dated April 22, 2025, reflected a balance of $55.34, which consisted of the monthly recurring cost of service, including applicable taxes, and fees.T-Mobile records reflect that ******* ******* contacted ************* on April 25, 2025, to dispute the $5.00 monthly increase. ************* confirmed the increase was valid but nonetheless offered to issue a one-time courtesy credit of $5.02, which ******* ******* accepted. With the credit applied, the account reflected a balance of $50.32, and ************* suggested that ******* ******* enroll in AutoPay with an eligible payment method to receive a monthly $5.00 AutoPay discount, which would result in the monthly recurring cost of service being revised to an estimated $50.34 including taxes going forward.
Our office spoke with ******* ******* on May 20, 2025, and advised them of the information set out above and advised that the Sprint for Life program was discontinued when Sprint merged with T-Mobile. Our office also assisted ******* ******* with their AutoPay enrollment to ensure they set up ******* with an eligible payment method to receive the monthly discount. To further assist ******* *******, our office offered to issue a one-time courtesy credit of $15.00 to be utilized with future charges, which ******* ******* accepted.
T-Mobile records reflect that on May 14, 2025, payment was remitted in the amount of $50.32, which revised the account to reflect a zero balance. The May 22, 2025, billing statement reflects a balance of $35.32, which consists of the monthly recurring cost of service,applicable taxes and fees totaling $50.32, which includes the $5.00 AutoPay discount,and the previously mentioned courtesy credits totaling $15.00.
It is T-Mobiles position that ******* ******* has been and is being billed accurately and correctly in accordance with T-Mobile policy and T-Mobiles Terms and Conditions. As such,T-Mobile respectfully declines to issue any additional credits or refunds for this matter. Should ******* ******* have any additional questions or concerns they may contact me at the number provided below.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions,please feel free to contact me at ************.
Very truly yours,
*****************
***** *****
Executive ResponseCustomer Answer
Date: 06/11/2025
Complaint: 23255088
I am rejecting this response because: Once again T-Mobile is trying to get out of the agreement they promised me that they would uphold with Sprint customers once the companies merged. At the time I was paying $50.00 for a plan the called "The Guaranteed for life". Simply stated what that means is your bill would remain the same as long as your account was kept in active in good standing. Shortly thereafter Sprint change their billing to Essentials 55+ telling everyone that the new rate plan would be $55.00 but to all those who sign up for the "Guaranteed For Life" program they issue $5.00 credit each month. This can be verified by checking my account balance for YEARS! Now when T-Mobile bought Sprint I was assured that they would continue issuing me the $5.00 credit. It wasn't till recently that T-Mobile stopped the credit and also sent out an email stating that they were going to access all their older accounts $5.00. My complaint still stands...I should have my account changed back to $50.00 (without auto-pay) and I should have reassurances that as long as I keep my account good my rate would stay the same.
Sincerely,
******* *******
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