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:04/22/2025
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.
On March 6 2024, I added a cellular device to my phone plan. When adding the device in state, I was asked if I wanted to add a protection plan for $18 a month. I responded that I dont want it on my account. Today 4/22/2025, while reviewing my bill in store with the store manager ******, it was made aware to me that there is insurance on the device that I didnt want the insurance on. The charge has been removed today but has been on my account for a total of 14 billing cycles. When asked to be credited the full amount I was informed that they wouldnt do so even though the mistake was on their end. The issue resulted in me paying $252 total in the last 14 months. I have tried numerous times to get the issue resolved with the companies customer support and have been unsuccessful. I am trying to get the whole $252 credited back to me. On the bill it was listed as services so I wasnt aware of what it was for. The pictures show the first page of the first and last statements with the charge applied.
Business Response
Date: 05/01/2025
May 1, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23236967

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated April 22, 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. As such, T-Mobile will make every effort to address the customers concerns within this letter.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. Upon reviewing this matter, the customers concerns pertain to the monthly cost of an optional feature they indicate they have no knowledge of being added to their account.

Our records confirm a device protection feature was added to the customers account at the time of purchasing Apple iPhone 14 handset. It is important to highlight that when changes are made to an account, T-Mobile follows a notification process to inform the account holder. Customers will receive alerts via email or text message, detailing the specific changes made, including updates to services, payment arrangements, fees, or cancellations. This ensures customers are kept informed and can promptly address any issues or updates regarding their account.

Furthermore, T-Mobile offers several options for customers to review their monthly billing statements before payment is due, which includes reviewing statements online or receiving a copy via U.S. mail. By providing monthly statements, customers can ensure monthly access charges incurred are accurate and identify any discrepancies early.

T-Mobile would like the opportunity to speak with the customer regarding their concerns, and therefore, we invite them to contact our office at ************ should they wish to discuss this matter further.

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:04/22/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 04/12 I initiated a return with customer service for my Apple Watch since it had battery and over heating issues. On 04/13 I took into a Tmobile corporate store and processed the return. The total due back to me was $221.22 but I told the representative that the card used at the time of purchase for the watch is tied to a bank I no longer have an account at. I called customer service 04/13 and was told to wait 3-5 business days for the refund to be rejected and then Tmobile would send a prepaid ********** to my address. 3-5 business days goes by then Im told wait its usually 10 business days for the refund. Today 04/21 after waiting a week I call into customer service again and this representative tells me buyers remorse is usually 30 days before you get a refund. I told her that didnt make sense but anytime Ive returned something to Tmobile its usually credited a few days , but I did know it would take longer since the refund was going to a bank Im not longer associated with, however 30 days I felt like seemed absurd.
Business Response
Date: 04/28/2025

April 28, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23234493

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated April 22, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer may have experienced regarding a refund, and we appreciate the opportunity to respond. In reviewing this matter, our customers concerns pertain to an equipment order, an equipment return, and a refund.

Upon review, our customer purchased an Apple watch via our Equipment Installment Plan (***), which was shipped to their address, and paid for upfront equipment charges, including taxes. Our customer later returned the device to T-Mobile at a retail store location outside the return timeframe. Please note, refunds for returned equipment, including equipment returned to a retail store location, can take up to ten business days to process from the date the equipment is confirmed as returned to T-Mobile.

On a later date, our customer spoke with ************* regarding refund concerns and advised that the original payment method associated with the device order was no longer active. ************* advised our customer that the device was not yet confirmed as returned; however, once confirmed as returned, the refund would be provided via a prepaid refund card and mailed to the billing address of record, which could take up to ten business days to be delivered, and once the initial refund was rejected due to the original payment method, which was no longer active.

Shortly after the above contact, the device was confirmed as returned to T-Mobile, and the *** was closed as returned. Please note, we found no records to indicate that the customer was that refunds for returned equipment could take up to 30 days.

On April 27, 2025, our office spoke with our customer and provided them with an amicable resolution. Furthermore, we provided our customer with our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

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

Customer Answer
Date: 04/28/2025

Complaint: 23234493

I am rejecting this response because:

I still havent been told if Im getting the prepaid card with the refund amount of $221.21 yet. I did speak with a representative who was so nice and helpful but I still dont have the confirmation that Im in fact getting my refund in the form of prepaid card.

Sincerely,

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

May 5, 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 1, 2025, regarding the above-referenced account.

T-Mobile regrets any continued concerns ***** ******* may have experienced regarding a refund, and we appreciate the opportunity to respond. On April 27, 2025, our office spoke with our ***** ******* and submitted an internal request to review the refund associated with the returned Apple Watch Series 10 device, as our records indicate that upon return, it was processed successfully. T-Mobile advised ***** ******* that we would follow up with them regarding any updates on the request submitted.

On May 2, 2025, we corresponded with ***** ******* via email and informed them that the refund of $221.22 for the upfront charges associated with the returned watch was successfully completed on April 13, 2025, and the funds were transferred to the original credit/debit card payment method used at purchase. That day, ***** ******* confirmed to us via email that they had received the refund to the original payment method used at purchase. 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,

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

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

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:04/20/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was approved for T-Mobile on 04/15/2025,and was encountering several error messages on website.I called in for assistance and got conflicting information.I even went through chat who offered to call me the next day; however,no one ever called!I followed up today and got more conflicting information about free pixel 9 pro on senior plan.Therefore, I am reaching out to **************** for assistance, because I am getting frustrated concerning the incompetent information I keep encountering via chat and 800#! It's very confusing,and disappointing how they keep making promises they can not fulfill.
Business Response
Date: 05/07/2025
May 7, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23227560

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated April 22, 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 activation of a new account and equipment promotions.

After a thorough review of our customers concerns, T-Mobile confirmed our customer attempted to activate service with T-Mobile. Please note that at the time of activation, a credit check was performed, at which time T-Mobile was notified that our customer would need to partner with a T-Mobile retail location for additional verification before an account could be started or to take advantage of any equipment promotions.

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

On April 24, 2025, T-Mobile contacted our customer and confirmed the above stated information. After which, our customer declined to proceed with the account activation. Pursuant to our conversation, our customer considers this matter resolved and has no further 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
Customer Answer
Date: 05/07/2025

Complaint: 23227560

I am rejecting this response because:This is inaccurate information in their response....They kept running my credit card for authorizations,and doing bogus credit checks (around 15 times)!!!My bank froze my card due to their incompetent behavior!This went on for about 3 weeks! Very disappointed and disturbed.When I contacted Executive Office,he was RUDE too,and put me on hold for 40 minutes,and then the call got mysteriously disconnected!He said he was going to activate account and send pixel phone,but never did.I got a message several days later saying to go in to a T-Mobile store.I give up!

Sincerely,

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

May 16, 2025

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated May 13, 2025, regarding the above-referenced account. T-Mobile is pleased to report to your office that upon speaking with ****** ******, we were able to resolve their concerns to their satisfaction.

T-Mobile regrets any concerns ****** ****** has experienced regarding the activation of their account, and we appreciate the opportunity to respond. Individuals who choose to activate post-paid service with T-Mobile are required to provide their social security number and consent to a check of their personal credit. Similarly, any post-paid customers who wish to purchase new equipment and finance it are also required to consent to a check of their personal credit. Based on an individuals personal credit history, as reported by the three major credit bureaus and, if the major bureaus do not have sufficient information, with assistance from one of several secondary bureaus, a decision is made about the number of lines a new customer qualifies for or any required deposit per line of service. In addition, for any customer asking to finance equipment, the credit check provides information about what T-Mobile can offer that individual for financing terms.

Starting on April 24, 2024, our office contacted ****** ****** to assist with activating their new account. Unfortunately, due to credit verification concerns, our office advised ****** ****** they would need to partner with a T-Mobile retail location to complete the account activation.

T-Mobile records confirm ****** ****** partnered with a ******** retail location and activated their account on May 11, 2025, with one line ending in 4074 and subscribed to T-Mobiles Unlimited Talk and Text rate plan billed at $20.00, with taxes and fees included, per month.

On May 12, 2025, ****** ****** activated a second voice line ending in 4075 and updated their rate plan to T-Mobiles Experience More 55 Plus two-line Max plan billed at $110.00 plus taxes and fees, per month. In addition, ****** ****** activated two watch lines ending in 8711 and 8987 and subscribed to T-Mobiles Watch Plus rate plan billed at $15.00, plus taxes and fees, per month, per line.

****** ****** then qualified for and took advantage of T-Mobiles Equipment Instalment Plan (EIP) with the purchase of a ****** Pixel Pro handset for use on the line ending in 4074. They were not required to remit a downpayment and agreed to 24 monthly installments of $45.84. In addition, ****** ****** purchased a ******* Galaxy Watch7 44mm on EIP for the line ending in 8978. They were not required to remit a downpayment and agreed to 24 monthly installments of $15.48. Lastly ****** ****** purchased a ******* Galaxy Watch Ultra 47mm on EIP for the line ending in 8711. They were not required to remit a downpayment and agreed to 24 monthly instalments of $27.09.

For a limited time starting on October 4, 2024, T-Mobile is offering our ******: $1,000 Off with New Voice Line on Experience More or Go5G Plus (Smartphone Activate ********* promotion. During which time, customers could get the ****** Pixel 9 On Us or up to $1,000.00 off eligible Pixel phones (via recuring device credit) when they purchased on EIP and activated a new voice line on an eligible rate plan. ****** ****** qualified for and is enrolled in the Smartphone Activate ******** promotion with a $41.67 monthly credit on the line ending in 4074.

For a limited time starting on February 27, 2025, T-Mobile is offering our Android: $380 off Watch with New Watch Line (Android Watch ********* promotion. During which time, customers could get up to $380.00 off the ******* Galaxy Watch Ultra, Galaxy Watch7, or ****** Pixel Watch 3 (via recuring device credit) when they purchased on EIP and activated a new watch line on a qualifying Data with Paired DIGITS plan. ****** ****** qualified for and is enrolled in the Android Watch ******** promotion, with a $15.84 credit on both lines ending in 8711 and 8987.

On May 13, 2025, our office contacted ****** ****** and confirmed the above stated information. Pursuant to our conversation, ****** ****** considers this matter resolved and has no further concerns. T-Mobile regrets any inconvenience to ****** ******.

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

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

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

Very truly yours,

T-MOBILE USA, INC.

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

Customer Answer
Date: 05/16/2025

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:04/19/2025
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.
********* withdraw ***** dollars from my debit card after I change and close my service with them on April 6 2025, I switched to spectrum phone service on that day and my T-Mobile account was closed on the same day as I switched my phone number to my new provider, and even though my account was paid till April 18 . On April 17, T-Mobile withdraw ***** dollars from my debit card, when I call them on the mistake they refuse to refund the money back to my account. So basically they stole ***** from me and refuse to return it. I'll like the ****** to reach out to T-Mobile and have them return the money that is rightfully mine. Thank you for your help ??.
Business Response
Date: 05/05/2025
May 5, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23225138

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated April 22, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding their account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to a payment remitted for their account balance following cancellation.

After a thorough review, T-Mobile confirms our customer had one voice line on their account. Additionally, our customers account was enrolled in AutoPay. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card, or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation on the account is on AutoPay.

Our customers account was billed by a system known as bill current. This means charges for our customers rate plan are billed in advance of the service being provided and become due within that billing cycle. Please be advised, the March of 2025 billing statement consisted of monthly recurring charges from March 2025 through April 2025. The balance was due in April of 2025.

Our customer transferred their voice line to their new service provider in April of 2025. As such, the account was cancelled on the same day. Pursuant to T-Mobile policy, customers are responsible for all charges through the end of their billing cycle. As our customer authorized AutoPay, it is T-Mobiles position that the payment debited in April of 2025, was authorized. Following the payment remitted via *******, our customer contacted T-Mobile via chat and was informed that they are responsible for all charges through the end of their billing cycle. As such, the request for a refund was denied.

On April 24, 2025, T-Mobile contacted our customer, addressed their concerns, and reached an amicable resolution. Furthermore, we provided them our contact information should they have any additional questions regarding this matter. T-Mobile regrets any inconvenience to our customer.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

******** *******
Executive Response
Initial Complaint
Date:04/18/2025
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.
T-mobile has been billing me for a monthly lease charge since the company had "merged" with sprint, unable to they provided me incorrect information regarding the device that was tied to the lease until I finally had to escalate to a member of their leadership, turns out it was for a device that was released in 2019 I can understand paying for the orginal lease charges up until T-mobile "Merged" with sprint...but the lack of documents and tmobile not doing a lease they continued to accept payment for a device that was traded in for an upgrade because "we can't verify that" they act like wanting a refund for free money they have recieved from their customer that we want them to fill a barrel with blood
Business Response
Date: 05/01/2025
May 1, 2025

FILED ELECTRONICALLY

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

Re: File Number: 23224465

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated April 18, 2025, regarding the account referenced in the above-mentioned file number.

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

After a thorough review, T-Mobile confirmed that the account was being charged a month-to-month lease plan for a handset that was originally purchased through Sprint. Sprint previously offered leases to customers to allow them to afford the latest and greatest phones, tablets, or smartwatches. At the end of the lease, customers could return the device, purchase the device, or continue the lease with the monthly fee.

Magenta Complete is an automated process that moves eligible customers from the ********************** billing system to the T-Mobile billing system. Complete customers that have reached the end of their lease, did not take action to trade in their device or buy it out, are on a month-to-month lease, and their charges continue after the transition. Our review found no request to review the month-to-month charges prior to their conversation with ************* in April of 2025, at which point our records confirm ************* removed the lease charge and provided credit as compensation.

On April 22, 2025, our office attempted to contact the customer via phone and email. We will continue to work with our customer towards an amicable resolution and we encourage them to reach out to us at the contact information provided.

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: 05/01/2025

Complaint: 23224465

I am rejecting this response because: I am trying to verify when T-Mobile enacted this policy and when they had sent out notices regarding the risk free removal

Sincerely,

******* ******
Business Response
Date: 05/09/2025
May 9, 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 5, 2025, regarding the above-referenced account. Please be advised the account holder of record is ******** *******, and ******* ****** has been designated as an authorized user on the account.

T-Mobile regrets any continued concerns ******* ****** has with their Sprint month-to-month lease and we appreciate the opportunity to respond. Our records reflect the account was activated with Sprint on October 25, 2003, and was migrated to the T-Mobile ****** on April 30, 2023, via the Magenta Complete process.

On July 21, 2020, ******** ******* leased an Apple iPhone 11 Pro Max handset using the Sprint Flex Lease program. Please note Sprint launched the Sprint Flex Lease program, an option that provides qualified new and existing customers the flexibility to lease select devices for a lower monthly cost versus purchasing the device. Lease payment varied by device and a down payment may have been required depending on various factors. With a Sprint Flex lease option, Sprint owned the device. At the end of the lease term, customers could continue to lease the device on a month-to-month basis, cancel the lease and pay the Lease Device Purchase Price (DPP) (please note that this option was not available in all states) to purchase and own the device outright, return it to us, or return it to us and upgrade to the latest device.

We confirmed that ******** ******* signed the Sprint Flex Lease Agreement which clearly and conspicuously disclosed that upon the satisfaction of the Lease Agreement, if they did not return the handset, they will continue to be billed a month-to-month charge, which is separate from the Device Purchase Price. The month-to-month charge is not applied toward the Lease Device Purchase amount, which is outlined in the Terms and Conditions of the Agreements. Once the lease was satisfied, for a limited time, customers could elect to pay the Lease Device Purchase amount via a nine-month installment option. Customers could select this option and agree to the terms via the My Sprint app on their mobile device. However, we have no record of a request to close the lease prior to April 12, 2025, and a payment was not received for the DPP. Please note, customers were notified 18 months after the start of the lease and every six months thereafter.

Please be advised when the account migrated to T-Mobile via the Magenta Complete process, we waived the requirement to turn-in the handset and the DPP. However, per the terms of the lease agreement, the monthly lease charges continued to bill on the monthly statements.

On May 7, 2025, our office corresponded with ******* ****** regarding this matter. ******* ****** agreed to a onetime account credit of $592.62 to resolve this matter, and the credit updated the account to a credit balance of $592.62. This credit balance will apply to forthcoming billing statements until the credit balance is exhausted. 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,

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

***** May
Executive Response
Initial Complaint
Date:04/18/2025
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.
An upgraded phone was purchased on 6/21/24. We asked what the total payoff would be because we didn't want anything added to the phone and explained that we needed it unlocked for a semester abroad. The employee told us two days in a row that the total was $516.15, which we paid. I have since found out that it wasn't actually fully paid, but instead won't be paid off for two years. I was then told by Cust Serv that it wouldn't have to be unlocked because we can use the international travel plan. I set that up in early Jan 2025 and was told to call back later to extend the service. I did so, and was told on 2/9/25 (or right around then) that the phone would receive a message that service would end, but to call and an extension beyond the 90 days could be made. We only need a few extra weeks, so that is perfect. I contacted CS through the chat to extend the service, but I was told it wasn't an option. The *** said the phone would still work for calling and messaging, but not data. This isn't ideal and definitely wasn't what I was told before. I completed the survey for a supervisor to call. The supervisor told me neither the phone *** or the chat *** were right and the phone will lose all service on 4/28 and nothing can be done. Now I have a kid in a foreign country without phone service. If this would have been made clear, we wouldn't have purchased the upgrade and we would have spent a portion of her time away without the international plan so she could have it while actively traveling. Now, she has to travel through **********, to the **, to ****** and back to the US without phone service, and her phone can't be unlocked without paying over $500, which we were told wasn't ours to pay. I would like a resolution, as soon as possible as time is running out, to match what was promised to us. I know the conversations I have had via chat and phone are in my account to view to see these promises. I am not asking for free service, simply a continuation.
Business Response
Date: 05/05/2025
May 5, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23221127

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated April 18, 2025,regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer may have experienced regarding their account, and we appreciate the opportunity to respond. In reviewing this matter, we have determined the customers concerns are pertaining to paying off a device that is being financed, and about international roaming.

After a thorough review, T-Mobile confirmed that an upgrade through our Equipment Installment Plan (***) and promotion was taken advantage of in June 2024. Please note, when paying off a device, the full cost is required and any promotion associated with the *** is lost. The promotional credits will be paid out for the full term of the *** with no means to speed up their payout and our customers must maintain the line of service and the *** tied to the promotion to receive the full value of the promotion. This information is disclosed within the *** agreement provided at the time of purchase.

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

It should be noted that the international and domestic roaming benefits included in T-Mobile plans are meant for short-term travel, not for an extended period of time. To remain competitive and ensure T-Mobile customers continue to experience world-class service, we must look at our customers who consistently roam off-network each month. In February 2025 and March 2025, T-Mobile sent a notification to our customer regarding their international usage on one of their lines of service.

T-Mobile contacted the customer on April 25, 2025, and addressed their concerns and have resolved these concerns to the customers satisfaction. Additionally, we have 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:04/17/2025
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.
Hello My names is ****** *****. I'm a disabled Snap/ ******** recipient for a long time. I have Lifeline. I have been having problems with Assurance Wireless. Today at 9 AM, I informed a *** this morning that my calls got interrupted when I was in a business call. They keep doing this and making ma pay $10 A month just to make calls, when my services is free that for 3000 minutes, and it be refilled every 21st of each month, they making me pay for the calls, for a long time now.....when I'm not supposed to pay them. I spoke to a representative this morning and she specifically stated to my attention that I'm not supposed to be paying them $10 because my services is free with ***** minutes, For the phone calls and that comes with unlimited data and text message The unlimited data is the internet. I was told today by the representative of assurance wireless I was never supposed to pay $10. They made me pay $10 on December 18 and then another $10 December 26, On March 20th, I paid them the $10 For my services calls to be all the way till April 21 and I got an extra month which is supposed to be up until May 21, They interrupted my calls on April 15, 2025. I'm very unsatisfied with this service I need a better service with them They are inconvenience me of me not being able to call out Of my phone or for any personal family or business professionals to call in They interrupt my calls on April 5, 2025 and I'm still not able to make any phone calls Or to receive calls, This Matter needs to be handled ASAP, I'm disabled and this is NOT suppose to be happening. I have Already made my report to better business bureau and **** of Consumers.I need this matter to be handled quickly because it's inconvenient to me, I need a resolution to have the ability to make calls and to receive calls as soon as possible!!!!
Business Response
Date: 04/23/2025

April 23, 2025

FILED ELECTRONICALLY

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

Re: Your File No. 23214540

To Whom It May Concern:

Metro by ******** is a brand operated under ***************** (T-Mobile). As such,
******** provides a response on behalf of *****************. 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 April 17, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, our customers concerns pertain to a dispute regarding their account billing and usage. T-Mobile investigated these concerns accordingly.

Please be advised, for customers enrolled in the Lifeline program, Assurance Wireless offers our Free Talk, Text, and ************ plan, which provides ***** minutes of talk, unlimited texting, and 4.5GB of high-speed data per month. Lifeline recipients may optionally enroll in our Data Peace of ************ plan, which provides ***** minutes of talk, unlimited texting, and 7GB of high-speed data per month with unlimited data at 3G speeds after the high-speed data allotment has been exhausted for a one-time yearly payment of $10.00 billed at a monthly rate of $0.83 per month.

Please note,customers who exceed the monthly allotment of ***** minutes per month may continue to use voice services at a pay-per-minute rate of $0.10 per minute using funds available on the account. Additionally, paid usage charges not included in the service plan, such as international calling charges, will also be charged against any available account balance. If no balance is available, the service will not function until the monthly allotment has been reset with the beginning of the new service cycle, or until additional funds are added to the account.

Our records show our customer has accumulated additional service charges as the result of international calling and calls beyond the monthly allotment of ***** minutes per month, which were charged against the available account balance originally added for the monthly purchase cost of the Data Peace of ************ plan between December 2024 and March 2025. Upon the exhaustion of the available account balance, the Data Peace of ************ plan could not be renewed, and our customer was moved to the Free Talk, Text, and ************ plan. Our review confirms these charges are accurate as billed.

Should our customer wish to resume the Data Peace of ************ plan, they will need to remit a new payment of $10.00 to resume the plan. Alternatively, our customer may remain on the Free Talk, Text, and Data plan with no additional payment; however,should they exceed ***** minutes in a given cycle, the voice services will cease functioning until payment is remitted for pay-per-use service, or the monthly service cycle resets. T-Mobile regrets any inconvenience to our customer.

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

Thank you for bringing this matter to our attention.

Very truly yours,

METRO BY T-MOBILE

******* *****
Executive Response
Initial Complaint
Date:04/17/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I spent over 3.5 hours across April 15 and 16 trying to resolve a basic issue with T-Mobile that should have been handled in minutes. I was forced to repeat myself to multiple agents, had to re-do steps Id already completed, and was repeatedly blamed for technical issues that were clearly not my fault.I was only offered a $10 credit, then $25 after further protest both of which do not reflect the time lost or the poor treatment I received. I have asked for a one-month service credit as fair compensation.******** has refused, and I am filing this complaint in hopes that a competent representative will address the situation.
Customer Answer
Date: 04/29/2025
They did contact me, and offered me the requested compensation. I am satisfied with their resolution.
Initial Complaint
Date:04/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had an account and contract with Sprint in 2020. The month that I knew my contract was supposed to be completed I messaged a Sprint **** *** then told me I actually still had 3 months left or I had to turn in one of my phones because it was actually borrowed but that was never told to me. And I explained to the **** The *** then told me that the sales ***s do not say exactly how the contract works to get a sale. I told the *** that is not fair but the *** said I still had to keep going with the contract even though I completed my part of the contract. Sprint then disconnected my phone service saying I had missed a payment a few months back. But I remembered I was up to date and tried speaking to a *** again. And all they could do for me was tell me that I had to pay the full payment missed with my current payment to get my service back on. Now, sprint has collections messaging me that I owe $2,000. This is very unfair.
Business Response
Date: 04/18/2025

April 18, 2025

FILED ELECTRONICALLY

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

Re: File Number: 23213508

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated April 16, 2025, regarding the account referenced in the above-mentioned file number.

Regrettably, we are unable to assist with the customers request, as their Legacy ********************** account was sold or transferred to another company. If the customer has not yet been contacted by the company that the Legacy Sprint account was sold to, please know that someone from that company should be contacting them soon to assist with the handling of their inquiry and account management. If the customer has already received a letter from the company, they must refer to the contact information outlined in the letter to reach out to the company. Please note that this complaint has been forwarded to the company that now owns the previously noted account, for review and response.

Based 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,

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

****** Ramirez
Executive Response
Initial Complaint
Date:04/16/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I switched all my phone ************* Watch Line to another cellphone carrier on 2/1/25. So we have no devices still connected to T-mobile. However, T-mobile is still billing me for a line that was canceled months ago & for an Apple Watch line which is not active. I went into the store to resolve this but they refused to cancel further billing without paying the charges which are bogus. They also refused to adjust the so called charges at all. I didnt have a contract & all my devices were paid off when I switched to the new cellphone carrier. This is wrong & fraudulent. Help needed.
Business Response
Date: 04/29/2025
April 29, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23212944

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated April 16, 2025,regarding the account referenced in the above-mentioned file number.

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

Upon review of the account on January 24, 2025, the customer contacted our ************* to request the cancelation of one voice line. Regrettably,due to an administrative error the line was not canceled leaving the account with three voice lines. ******** has reviewed the account and confirmed the customer canceled two voice lines when they were transferred to another service provider on February 1, 2025. The arrangement to transfer the line of service was made directly with our customers new ********************** service provider and not with ********, whose only involvement in this transaction was to cancel the lines of service after our customers new ********************** service provider took control of the two voice lines. As a result, the voice line and the watch line continued to accrue monthly access charges. Our records, show that T-Mobile first received a request to cancel the remaining watch line of service on our customers account on April 14, 2025, when our customer contacted T-Mobile.

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 any of our customers recent contact with our *************.

On April 21, 2025, our office contacted the customer and was able to come to an amicable resolution. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

T-MOBILE USA, INC.

********* *********
Executive Response
Customer Answer
Date: 04/29/2025

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,

****** *****

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