Business Profile

Mobile Phone Service

Sprint Now Part of T-Mobile

Headquarters

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Complaints

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

Customer Complaints Summary

3,864 total complaints in the last 3 years.
1,264 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:04/26/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a T-Mobile residential modem for **************** in September 2024 at the T-Mobile kiosk at The *************. At the time of the sale, I was promised a rebate of $75 from T-Mobile and a $50 shopping card from ******. Neither have been received despite my repeated visits to the T-Mobile kiosk and email to ************************************************** who is the store manager.
Business Response
Date: 05/08/2025
May 8, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23255016

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated April 27, 2025,regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer may have experienced regarding a rebate offer, and we appreciate the opportunity to respond. In reviewing this matter, our customers concerns pertain to a Home Internet line of service, a rebate promotional offer, and their experience with customer service.

Please be advised that our customer activated a new Home Internet line of service at a ****** retail store. At the time of activation,the $25.00 ****** Member Benefit Device rebate promotion was offered to eligible customers. It should be noted that customers were required to submit for the rebate within 30 days of activation online at ************************************** and maintain promotional eligibility for 90 days. Upon further review, we found no records indicating that our customer submitted for the offer above. In addition, we found no records to indicate that our customer contacted T-Mobile regarding their rebate concerns. Moreover, we are unable to substantiate that a T-Mobile rebate offer was available at the time the Home Internet line was activated.

On May 2, 2025, our office spoke with our customer, and we apprised them of the information above. In addition, we provided our 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 Response
Initial Complaint
Date:04/26/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been billed an extra 40 dollars a month on a phone I never owned by ********, that they can see was never actually sent or used. The bill is up to 800 dollars and counting and they aren't responding to the problem they created. I want a refund of my money so I can leave the company. I've been with them for 12 years now, they already made me a victim of identity theft because of their breach, now this. Thank you
Business Response
Date: 05/09/2025
May 9, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23253370

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated April 26, 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 Equipment Installment Plan (EIP) charges and identity theft concerns.

T-Mobile records indicate our customer took advantage of our Equipment Installment Plan (EIP) with the purchase of handsets. EIP is a payment option that allows eligible customers to purchase handsets by remitting a down payment at the time of purchase, if required, and agreeing to pay the remaining balance in monthly installments. It is T-Mobiles position that these purchases are valid and the balance is owed.

It should be noted T-Mobiles systems use a sophisticated encryption and the ciphering keys change frequently between the phone and the network by using the authentication functions of the Subscriber Identity Module (SIM) card. The level of encryption and the frequent changing of the encryption keys make the interception of communication on our network extremely difficult.

T-Mobile is committed to protecting our customers privacy and complying with all laws that apply to the collection, access, use, disclosure, and security of their personal information. For additional information regarding T-Mobiles privacy policy customers may review **************************************;

On April 29. 2025, ******** contacted the customer to address their concerns, and the customer informed us that their issues had been resolved, and they had no additional concerns. On May 5, 2025, T-Mobile *********** team closed theEIPs without any accelerated charges as they previously informed the customer. 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,

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

******* Erwin
Executive Response
Initial Complaint
Date:04/25/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I canceled my service with t-mobile in September or October 2024. I received notification several months later that I am owed a refund of $64.87. I contacted T-Mobile and was asked for my account PIN. I advised I was unable to remember the PIN. They said without the PIN they could not process the refund. Fast forward several months and notices of the refund later I try again, same story, they will not process the refund they own me. They will not verify my account with anything other than this PIN. Please help me get my refund.
Business Response
Date: 05/07/2025
May 7, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23251183

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated April 25, 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 having a credit balance on their account and not being able to receive a refund for the balance.

After a thorough review of the account, our records reflect our customer cancelled the account in October 2024. Since then, the account reflected a credit balance. Our records reflect that the customer contacted T-Mobile to request a refund, however, they were unable to verify the account. Please be advised that T-Mobile takes account security seriously. T-Mobiles account verification policy states that if an account has a PIN/Passcode, it is the first piece of information that is requested by T-Mobiles ************* to gain access to the account. If a customer does not remember the account PIN/Passcode and they are unable to receive a one-time PIN to verify the account, they must visit a T-Mobile retail location with a government-issued identification to reset the account password before access can be granted.

On April 29, 2025, upon speaking with our customer, we were able to amicably resolve their concerns. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

***** *******
Executive Response
Initial Complaint
Date:04/25/2025
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.
In Nov we went to ******** with an old drive sync. My husband was told it was no good and had to get a new one. It did work fine on my vehicle so not sure why they said it was no good. We could not get the sync to work on his van. Called ******** multiple times the first month with no resolve. Got my first bill and still had not access. Called and spoke to supervisor. She closed act and refunded our monthly fee. She told me to drop off the sync drive off at the store the following day. We did that. The store closed shortly after so each bill I got ( Jan, Feb, March) I called and spoke to cs who told me not to worry. April I called and was told the store did not send back the sync drive and I had to pay the fee. I did what I was told and I continually called. I want my acct cleared ! Its not fair to make us pay for something we dont have
Business Response
Date: 05/07/2025
May 7, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23249031

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated April 25, 2025, regarding the account referenced in the above-mentioned file number. Please be advised the account holder of record has designated the complainant as an authorized user on the

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 closed T-Mobile account and the return of a device.

After a thorough review T-Mobile confirmed that the account in question was activated in November of 2024, at which time an Equipment Installment Plan (EIP) was created for a SyncUP Drive device. In December of 2024, the account holder requested the cancellation of their one SyncUP line, which was successfully processed. The customer was informed to return their SyncUP drive to local T-Mobile retail store. Unfortunately, T-Mobile has no record of the equipment being returned to a retail store. Please note, 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. This balance was added to the billing statement dated January of 2025. As the account remained unpaid, there account was referred to a third-party collection agency in April of 2025. The customer may contact the third-party collection agency to schedule payment.

Please be advised we have made attempts to contact the Authorized User, which have proven unsuccessful. We provided them our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

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

Customer Answer
Date: 05/07/2025

Complaint: 23249031

I am rejecting this response because: i returned to the store. I gave called on multiple occasions to see if item was received. I went back to the however the store was closed down. I dp not have the equipment nor was I ever able to use it on the van

Sincerely,

***** ******
Business Response
Date: 05/14/2025
May 14, 2025

FILED ELECTRONICALLY

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

            Re:      ***** ******
                        T-Mobile Account Holder:****** ******
                        Your File No. 23249031
                        T-Mobile Account No. *********

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated May 13, 2025,regarding the above-referenced account. Please be advised that the account holder of record is ****** ******, and ***** ****** has been designated as an authorized user on the account.

T-Mobile regrets any continued concerns to ***** ******, and we appreciate the opportunity to respond. Our records show that on November 13, 2024, ****** ****** elected to activate a Mobile Internet line mobile ending in 9020 that subscribed to our SyncUP Drive 10GB rate plan for $35.00 per month.

T-Mobile records indicate on November 13, 2024, ****** ****** took advantage of our Equipment Installment Plan (EIP) with the purchase of a SyncUp Drive SD-7000T1. ****** ****** was not required to remit a down payment; however, they remitted a payment in the amount of $7.56 for the applicable taxes on the full retail price of the device. ****** ****** then agreed to a series of ************************** the amount of $4.50.

Starting September 8, 2023, T-Mobile began offering our SyncUP: Free DRIVE with New DRIVE Line (IoT ********* promotional offer. This promotional offer allowed T-Mobile customers to get a free SyncUp DRIVE via Recurring Device Credits (RDC) when they purchase it on EIP and activated a new Mobile Internet line on an eligible SyncUp DRIVE rate plan. As ****** ****** met all the eligibility requirements for the IoT ******** promotional offer, they were enrolled into the promotional and received monthly RDC of $4.50 providing the SyncUp Drive SD-7000T1 device at no cost for the full EIP term while meeting eligibility.

It is important to note that T-Mobile provided a 14-day return period which allowed ****** ****** to use the equipment and service to see if it met their needs. If the equipment and/or service were not acceptable, the equipment could have been returned to the original point of sale for a refund less any restocking fee or exchange and, if requested,cancelation of the service and any applicable EIP entered into at the time of the original purchase. It should be noted, however, that if service was canceled during the provided buyers remorse period, monthly service charges for usage incurred during that period are still considered valid and due.
On December *******, ****** ****** contacted T-Mobile and requested the cancelation of their SyncUP line ending in 9020. ****** Vadalas cancelation request was processed on December 13, 2024.

When the account was canceled on December 13, 2024, the remaining EIP balance of $99.00 was accelerated and posted to the final billing statement date January 14, 2025,along with a late payment fee of $1.46 updating the amount owed to $100.46 due by February 6, 2025.

In review, T-Mobile has no record of ****** Vadalas SyncUP Drive SD-7000T1 being returned to T-Mobile. Furthermore, upon our original contact with ***** ****** via telephone, they did not have any documentation supporting the return of their equipment within the return period.

On April 17, 2025, as the remained unpaid the account was referred to *********************************,a third-party collections agency for the outstanding balance of $100.46.

In an effort to resolve this matter, ******** has agreed to credit the outstanding balance in full. As such, the account remains closed with a zero balance. 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 ****** Vadalas credit report to reflect the change. On May 14, 2025, T-Mobile contacted ***** ****** via telephone and apprised them of our proposed resolution. T-Mobile is happy to report that ***** ****** has accepted our offer of resolution. We regret any inconvenience to ****** and ***** ******.

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

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

Very truly yours,

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

****** ********
Executive Response
Initial Complaint
Date:04/25/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
T-Mobile increased our monthly plan fee by $5 per line, which is an increase of $45 per month for our 9 lines. This price increase is contrary to T-Mobile's representations and commitments. We have been long time customers and are a family of 10 which includes two elderly grandparents, two parents, and six children (one child does not have a phone yet). This family can not afford a $45 per month price increase. We request the price increase be removed.
Business Response
Date: 05/07/2025
May 7, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23248750

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 Response

Customer Answer
Date: 05/08/2025

Complaint: 23248750

I am rejecting this response because I have recently been through an extraordinary effort with T-Mobile to resolve billing errors and as soon as we got them resolved, the very next month they slap me with this charge.
Further, I understand my account began before 2022 but I have added lines after that and those lines should apply.
T-Mobile should make an exception for me after all I've been through. This is a family of 9 so it's not just 5 bucks....it's 5 x 9 lines

Sincerely,

*** *****
Business Response
Date: 05/16/2025

May 16, 2025

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated May 14, 2025, regarding the above-referenced account. Please be advised that the account holder of record is ********* *********, and *** ***** has been designated as an authorized user on the account. T-Mobile has made efforts to contact *** *****, which have proven unsuccessful. As such, T-Mobile will make every effort to address *** ****** concerns within this letter.

T-Mobile regrets any concerns experienced by *** ***** regarding the account, and we appreciate the opportunity to respond. On February 19, 2021, ********* ********* *** activated service with T-Mobile and is currently subscribed to our **************** (7 line) rate plan for $270.00 per month. The account has 9 lines of service ending in 0892, 3525, 5087, 5089, 5349, 1576, 5076, 8572 and 4314. For each additional line of service over 7, the account is assessed an additional line fee of $30.00 per month. The estimated monthly recurring charges are $270.00 per month before any applicable discounts. ********* ********* ***s account is also enrolled in AutoPay, which automatically deducts the balance owed on the account two to three days prior to the bill due date using a stored payment method supplied by the customer. Because ********* ********* ***s account is subscribed to a qualifying rate plan and enrolled in AutoPay with an eligible method of payment, the account receives a monthly $5.00 discount for each qualifying line of service, for a total monthly discount of $40.00. The AutoPay discount provides a maximum discount towards 8 lines of service on this rate plan. The estimated monthly recurring charge after the AutoPay discount is $230.00.

As addressed above and in our prior response, our records show that ********* ********* *** activated their account and subscribed to their current rate plan on February 19, 2021. During that time (specifically from January 5, 2017 through April 27, 2022), T-Mobile was offering its Un-contract promise to customers. That Un-contract promise was not a promise that their rate plan price would never increase. Instead, when T-Mobile offered Un-contract, T-Mobile disclosed to customers on its website that a price increase may occur, but it promised to reimburse customers for their last months recurring service charge if customers chose to leave as a result of the increase. In particular, T-Mobiles website stated that Un-contract is our commitment that only you can change what you pay and we mean it! To show just how serious we are we have committed to pay your final months recurring service charges if we were to raise prices and you choose to leave. Just let us know within 60 days.

Therefore, consistent with T-Mobiles Un-contract promise, ********* ********* *** may request to have their final months recurring charge reimbursed, should they opt to leave T-Mobile because of the rate increase. ********* ********* *** just needs to let us know within 60 days of the increase. If ********* ********* *** wishes to stay with T-Mobile, their account will remain active on T-Mobiles **************** (7 line) rate plan, with the new monthly recurring charge of $230.00 per month, while enrolled in AutoPay with an eligible payment method.

Should *** ***** wish to discuss their concerns, they may contact our office directly at the number listed below. We regret any inconvenience to *** *****.

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

Very truly yours,

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

****** ********
Executive Response
Customer Answer
Date: 05/16/2025

Complaint: 23248750

I am rejecting this response because T-Mobile increased my rate after I bought 7 phones and locked into another two year commitment. They should not have increased my rate.

Sincerely,

*** *****
Initial Complaint
Date:04/24/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I order a phone from T-Mobile because it was free with a trade in. After I traded in my iPhone and received my upgrade phone which was a Pixel, T-Mobile lowered my trade-in value so I declined it. I was told that my Iphone would be returned to me. I also sent the Pixel phone back to T-Mobile.I am now being told that I cannot get my Iphone back and that is completely unacceptable. I declined my trade-in offer and I was emailed about getting my Ihone back. I also shipped the brand new Pixel phone that I bought from T-Mobile back to ******** and now I'm being told that i can't get my Iphone back even after being told that I would get it back and even after I sent the Pixel back
Business Response
Date: 05/06/2025
May 6, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23248056

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated April 24, 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 request to return a device that was attached as a trade in device to an order the customer placed for a new phone.

After thorough review T-Mobile records reflect that the device in question was attached to an order to be used as a trade in device to receive promotional credits towards the newly purchased device. Upon receiving the trade in device T-Mobile sent an automated text message to our customer advising them that the trade in model that was received was different than the one quoted with the new order and the fair market trade in value had changed. At this time our customer responded requesting the trade in device be returned to them and they declined the trade in credit.

It is important to note that the trade-in return is still currently in process and open until May 12, 2025. Upon closure of the trade-in the device will be sent back to our customer.

As of the time of our customers purchase T-Mobile provided a ****** return period which allowed our customer to use the equipment to see if it meets their needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and,if requested, cancelation of the service and any applicable equipment financing agreement entered at the time of the original purchase.

After our customer requested to have their trade-in device returned to them, they returned their newly purchased device to T-Mobile as they no longer wanted to purchase a new device if they would not be receiving a trade-in promotion.

Our office connected with the customer on April 29, 2025, and advised them of the above information,and due to our customer not having a device while waiting for the trade-in to be returned we came to 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: 05/06/2025

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:04/24/2025
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.
There should be investigation and this is very acceptable and wrong!! I was very UNAWARE and DIDNT know that there is some active account I never created no account and I never received any kind of phone services or phone from assurance wireless so very concerned to why and how they got my information and why there is an account active asap remove my information and that account immediately!!!! I never applied for assurance wireless phone services of any kind!!
Business Response
Date: 05/07/2025

May 7, 2025

FILED ELECTRONICALLY

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

Re: Your File No. 23245610

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 April 28, 2025, regarding the above-referenced file. Please be advised we have made attempts to contact **** ******, which have proven unsuccessful.

T-Mobile regrets any concerns **** ****** may have experienced, 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 to locate a current or formerly active account for **** ******, we are unable to provide further details at this time.

If **** ****** 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 9-digit 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 **** ****** is not the Primary Account Holder, we cannot provide or disclose account information. As such, **** ****** must be the Primary Account Holder for us to provide details in response to their dispute. T-Mobile regrets any inconvenience to **** ******.

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

Thank you for bringing this matter to our attention. Customers may contact ************* by either dialing ************** or 611 from their handsets during the hours of 7am to 10pm CST.

Very truly yours,

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

**** *****
Executive Response
Initial Complaint
Date:04/24/2025
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.
Multiple incorrect bills charging me for decives that were never delivered to me. I requested a line be canceled due to not being used and they canceled incorrect line which left me without services due to Multiple mistakes on the bill was forced to cancel all services and switch providers.
Business Response
Date: 05/06/2025
May 6, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23245835

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated April 24, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to the final balance owed on their cancelled account and charges for devices that were not received.

Upon thorough review, T-Mobile determined the account in reference was billed in accordance with the selected rate plans, features, and equipment. As it is T-Mobiles position the outstanding balance is valid and owed, we may pursue all our legal rights and remedies to collect this balance.

Please be advised although T-Mobile does not report information directly to any of the credit bureaus, the third-party collection agencies to which accounts are assigned may do so. The account may be reported to the credit bureau while the balance remains outstanding.

If the customer feels there is an error with their credit report, we recommend that they dispute it directly with the credit bureaus.

On April 29, 2025, our office contacted the customer via email at their request to advise them of the above information. In our communication, T-Mobile informed the customer of our findings, and to come to an amicable resolution, we requested the customer provide information regarding devices that are under dispute, so that we may review further options. Regrettably, we have had no response from the customer. Please note, T-Mobile attempted to confirm receipt of this communication with the customer and have had no response.

Should our customer have any additional questions regarding this matter we request they contact us via email, or the number provided in our communication.

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:04/23/2025
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've had a post paid home internet service account with T-Mobile since November 22, 2025. My monthly charge for this service is $75. I became extremely sick and unable to work for a time, which caused me to fall behind a couple of months, as I do live payday to payday. However, I've since made over $500 in payments since February, yet still owe over $250 due to payment arrangement mandatory installment dates being set extremely close together, before my actual pay days take place.They suspend your service, allow you to pay a partial amount to reconnect, and tack on more fees. None of this would be necessary if the company would allow you to set your installment dates to align with your actual payday. I've been charged hundreds of dollars in fees by this company due to this practice, making it deliberately difficult to ********** service is currently suspended, and since I use the Internet for work I called yesterday, April 21, 2024 at 12:53pm and spoke with an agent whose name I believe was Joy to see if an arrangement could be made. The agent told me that the policy was to collect the 30 day past due portion but she was able to obtain permission from her manager to make an exception to restore services under the terms that I pay that amount on May 2. She stated that I was to reset my device within two hours and my service would be reconnected.This never happened. I waited hours and nothing. I then spent the rest of the afternoon on the phone with various agents and supervisors who informed me that there was no record of this call or conversation every having taken place and they would not be honoring the promise made by this representative of *********** this point, I am extraordinarily frustrated. ******** records every phone call, this should not be the debacle it has turned ******* short, this company charges excessive fees in penalties, refuses to waive even a portion for a sick customer and will not honor what its agents promise paying customers.
Business Response
Date: 05/05/2025
May 5, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23239611

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated April 23, 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. In reviewing this matter, the customers concerns are pertaining to the past due balance on the account and ability to set payment arrangements.

T-Mobile records reflect the customer activated a T-Mobile Home Internet line of service in November 2024, and subscribed to our Home Internet Plus rate plan. In February 2025, the customers account carried a past due balance which went unpaid resulting in the suspension of services in February 2025 and March 2025. The customer created a payment arrangement to restore service each time and was charged restoral and late fees. Please be advised our office has confirmed the account has failed several payment arrangements, which led to the suspension of services. Additionally, the customers account reflects returned payments, resulting in a rolling past due balance on the account. Please note, it is T-Mobiles position that the account is being billed correctly, and all charges are valid and owed.

Regretfully, our office was unable to reach the customer to discuss the specifics of their dispute
with T-Mobile. T-Mobile would like the opportunity to speak with our customer to address their
concerns. We request our customer contact our office directly at the contact information
provided in our contact attempts. We regret any inconvenience the customer may have experienced.

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,

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

******* Sanchez
Executive Response
Initial Complaint
Date:04/22/2025
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.
A couple of weeks ago,I applied for service with Assurance Wireless. I was approved and they sent me a SIM card and a phone,due to the fact the phone I wanted to use was not compatible with their service. I received my phone April 18. I activated it today,April 22. I had previously asked about keeping my number from my old carrier and was in the process of trying to do that when all the trouble started. The main issue was that the phone they sent me was cheap,probably old stock they couldn't get rid of. The phone would not connect to my home Wifi's 5G band,so I had to use a different band. For whatever reason,the phone was really slow to download/update any apps. I got tired of waiting so I went on ******** Messenger and left a message for them saying I changed my mind,that I wanted to cancel my Assurance service and I was going to stay with my current carrier. The lady who I talked to,AlexisD,tried to walk me through the problem and I went along with it for as long as I could. She first asked me what the issue with the phone was and I told her. Then she suggested I try to master reset the phone and I did. When I reset the phone,it made things worse. I had 69% battery at that point. After waiting for some apps to update,which took about 5 or 6 minutes,I got a notification that I was low on battery power. My battery had dropped from 69 to 20% in just a matter of minutes and it kept going lower until it hit 2%,at which point I had to put it on the charger. I told her about this and she asked for my Assurance phone number to look up my account. She sent a text to my phone with a temporary PIN. She asked what the number was and I told her. Then she told me the PIN had expired. At that point,I reached my limit and just gave up. I told her I just wanted to cancel my account and she asked if there was another phone number I could be reached at to process the cancellation. I was so tired and frustrated by then that I just didn't respond.
Business Response
Date: 04/28/2025

April 28, 2025

FILED ELECTRONICALLY

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

Re: Your File No. 23238857

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 April 23, 2025, regarding the above-referenced account.

T-Mobile regrets any concerns our customer may have experienced with their device and we appreciate the opportunity to respond. Our customer activated their ********************** account on April 16, 2025, and at the time of activation, our customer was provided a Foxxd *** device at no cost.

As of December 14, 2023, Assurance Wireless enabled Bring Your Own Device (BYOD) for new and existing customers. However, there may be compatibility limitations, setup, and troubleshooting needed. It is also important to note that all handsets must be unlocked with their previous provider to be able to use on another carriers network. Customers can check eligibility at *************************************************; We regret any concerns our customer may have experienced with the compatibility of their BYOD handset.

Assurance Wireless strives to ensure that our device lineup provides customers with the richest and most-convenient wireless communication options available using state-of-the-art technology and equipment. The equipment selection available to Lifeline customers through our ********************** services is based on government funding provided for the Lifeline program our customer is enrolled in.

On April 24, 2025, our office contacted our customer and advised on the aforementioned details via voicemail. Additionally, our office advised should our customer wish to cancel their ********************** account, we request they contact ************* at the number provided below for further assistance. 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
Customer Answer
Date: 04/30/2025

Complaint: 23238857

I am rejecting this response because: I can not close my complaint against Assurance Wireless (or T-Mobile or whomever) yet. They did not accurately address my problem. They never said what information was needed to cancel my service. Judging by what I read in their response,I don't think they even bothered to read my complaint. If they want me to cancel the complaint,they need to work with me a little bit and just tell me what they need to know to start the cancellation process.

Sincerely,

***** ****
Business Response
Date: 05/06/2025

May 6, 2025

FILED ELECTRONICALLY

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

Re: ***** ****
Your File No. 23238857
Assurance Wireless Account No. *********

To Whom It May Concern:

Assurance Wireless is a brand operated under ****************** (T-Mobile). As such, ******** provides a response on behalf of Assurance Wireless. T-Mobile and Assurance Wireless may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated May 2, 2025, regarding the above-referenced account. Please be advised we have made attempts to contact ***** ****, which have proven unsuccessful. As such, T-Mobile will make every effort to address ***** Rices concerns within this letter.

T-Mobile regrets any continued concerns ***** **** may have experienced regarding cancelling their Assurance Wireless account and we appreciate the opportunity to respond. 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 May 6, 2025, our office contacted ***** **** and advised of the aforementioned details via voicemail. Should ***** **** wish to cancel their Assurance Wireless account, we request they contact ************* at the number provided below for further assistance with their request. T-Mobile regrets any inconvenience to ***** ****.

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

Thank you for bringing this matter to our attention. Customers may contact ************* by either dialing ************** or 611 from their handsets during the hours of 7am to 10pm CST.

Very truly yours,

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

**** *****
Executive Response

Customer Answer
Date: 05/06/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me,but I just don't want to keep going round and round about this..

Sincerely,

***** ****

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