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

3,860 total complaints in the last 3 years.
1,263 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:04/15/2025
Type:Order 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 cancelled services with TMobile in 1/25. I paid off my equipment and transferred services to *******. I called TMobile to check on the final bill which was due on 1/4/25 and paid. I continue to get charged for services I cancelled and switched to another company. I have called TMobile customer service to try and resolve. I was told by each *** that the correction were made but I still continue to be charged monthly.
Business Response
Date: 04/16/2025

April 16, 2025

FILED ELECTRONICALLY

Better Business Bureau
****************************
Boise, ID *****

Re: File Number: 23207744

To Whom It May Concern:

T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated April 15, 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 customer concerns are pertaining to their account billing.

T-Mobile records reflect the customers account had one voice line, and a Tablet line. Please note that the account was enrolled in our AutoPay, a free service that automatically deducts payments from a customers credit card or checking account to pay their T-Mobile bill. Customers on eligible rate plans using a qualifying payment method may also receive a monthly bill credit for using AutoPay.

In November of 2024, the customer ported their voice line of service to another service provider. However, the Tablet line remained active. In January of 2025, February 2025, and March 2025, payments were remitted in accordance with the established AutoPay. However, the payments were returned unpaid from the customers financial institution and were charged back to the account. The account and remaining above-mentioned line of service was cancelled at the request of the customer in March of 2025. The customer contacted ************* to inquire about the billed charges, but the customer was unable to verify the account. T-Mobile records indicate that the account has not been referred to an outside collections agency and is currently with T-Mobile.

On April 16, 2025, T-Mobile contacted the customer 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 the customer.

Furthermore, we provided them our contact information should they have any additional questions regarding this matter. Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention.

Very truly yours,

T-MOBILE USA, INC.

****** ****
Executive Response
Initial Complaint
Date:04/15/2025
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.
******** out me in collection account because their say I have to pay 256 Uss.I dont have account with their.i dont have plan with their.Its a abuse how company treat people like their treat us.need you help please
Business Response
Date: 04/25/2025
April 25, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23206828

To Whom It May Concern:

T-Mobile ********* (T-Mobile) is in receipt of your correspondence dated April 15, 2025, regarding the account referenced in the above-mentioned file number.

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

T-Mobile records confirm the account was activated with T-Mobile with five voice lines of service. Our customer contacted our ************* team, requesting to transfer all lines of service. As such, all lines were transferred, and the account was cancelled. The final bill statement consisted of a past due balance, rate plan and feature credits, and a late payment fee. As the account balance remained unpaid and T-Mobiles internal collection efforts were unsuccessful, the account was referred to a third-party collections agency.

On April 18, 2025, our office spoke with our customer, and they confirmed they activated the account with T-Mobile. T-Mobile offered to resend our customer their final bill statement for reference, however our customer declined the offer. T-Mobile provided the customer contact information for the third-party collection agency, which they may contact for payment options. 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,

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

******** Avalos
Executive Response
Initial Complaint
Date:04/15/2025
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 have T-mobile cell phone service for the family of 4 lines. My wife requested home internet service to be under her name since her company will reimburse the internet cost. When we have the home internet, it was automatically grouped into my T-Mobile account. She won't be able to reimburse because it's under my name. I tried to call T-Mobile customer service and retail stores, none of them could help us to separate the internet service to be under my wife's name. We are so frustrated without a solution. Please help us.
Business Response
Date: 04/25/2025

April 25, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23205701

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated April 15, 2025, regarding the account referenced in the above-mentioned file number.

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

After a thorough review T-Mobile confirmed that the home internet line of service was attached to this account under the name of the complainant as it was originally established with T-Mobile.

T-Mobile has contacted the customer to address their concerns. This included apprising them of the above. The resolution included establishing a new account under a different name to transfer the home internet line of service to as requested. 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:04/15/2025
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.
So T-mobile was charging me 2 lines. I ordered a phone online it came in with an e-sim I called and said I didnt want the e-sim and then without noticing thinking i was only being charged for the phone around $50 or $60 a month, the e-sim wasnt removed. I was being charged for two lines on one phone. The phone was just a cheaper iPhone ******** instead of it being $50 or so it was around $10.I cant even pull up my bill. The company has switched to a different app. It wont me view any information.I cant get a resolution.I was supposed to be contacted in December but never was. All I wanted was to be credited back the amount of over payment. And now the company is saying the account is no longer active so they cant fix anything or give the money back after I told them I wasnt going to ou after being double charged for two lines on one phone. This was well over $1,000.They say they want to help but Im not really seeing being told were not willing to do anything in polite words helpful. I more feel like Ive been lied to and taken advantage of and like more than a little was taken when I wasnt looking.
Business Response
Date: 04/18/2025

April 18, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23205700

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated April 15, 2025, regarding the account referenced in the above-mentioned file number.

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

After a thorough review, T-Mobile confirmed that our customer activated a second voice line on their account when they purchased a handset utilizing our Equipment Installment Plan (EIP) option in December of 2024. Please note, T-Mobile records do not reflect our customer contacted T-Mobile to cancel any lines of service and as such they were billed for the services they were subscribed to.

Please note, once an account is cancelled, customers no longer have access to their online account; however, they may contact ************* or visit a T-Mobile retail location for additional assistance.

T-Mobile contacted our customer on April 18, 2025, and advised them of the above-mentioned information. Please note, ******** is currently working with our customer regarding their concerns. Additionally, we provided them with our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

****** ****
Executive Response
Initial Complaint
Date:04/15/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am submitting a formal complaint regarding negligent actions and inappropriate conduct at ********* Revere and *******, ** stores. This situation has caused financial loss, disrupted communication, emotional distress, and public humiliation. I went to the Revere store to separate my phone line from a joint account with my ex-husband, and I had full authorization to do so. As part of the process, I traded in my iPhone 14 and received a new phone. However, during the transfer, an internal error by T-Mobile led to the cancellation of my original number, which I had used for over eight years. The store staff initially tried to help, but the manager became visibly frustrated, refused to allow his team to continue assisting me, and asked me to leave the store, directing me to the ******* location. At that point, I had two phones and two lines, none of which were functioning. I was without a working phone for several weeks, which affected both my personal and professional life. At the ******* store, the staff acknowledged the issue but ultimately refused to help, stating that the problem originated in ****** and was not their responsibility. They treated me respectfully at first, but the situation was not resolved. It was only after I visited a third store, in *********, that I was finally able to cancel the unused line, return the new device, and recover my original number. However, I never received any reimbursement for the iPhone 14 I traded in, and no one from T-Mobile has followed up with me about this matter. This experience caused unnecessary financial and emotional harm during a time of personal difficulty. I have acted with transparency and patience throughout this process and believe I deserve fair treatment and a proper resolution. I am asking T-Mobile to take responsibility for this unacceptable experience and provide appropriate compensation and accountability.
Business Response
Date: 04/28/2025

April 28, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23205699

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated April 15, 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 being billed for a device that was returned, and experiences at a T-Mobile retail store.

After a thorough review, T-Mobile records reflects that our customer took advantage of our Equipment Installment Plan (EIP) with the purchase of an Apple iPhone 16 128GB handset while trading in an Apple iPhone to receive a promotion to discount the overall price of the equipment. Further review reflects that the handset was returned and *** for Apple iPhone 16 128GB handset has been closed. It is important to note that trade-in transactions in-store are considered final. Our review found that the mobile number in question was successfully transferred to a new account via Change of Responsibility, however, when attempting to change the equipment on the line of service, a SIM Block feature was enabled which required a one-time PIN to be verified before the equipment could be changed which resulted in requiring a visit to a T-Mobile store to verify the account before equipment changes could be made.

Please be assured T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during our customers recent visit to our retail location.

Our office contacted our customer on April 22, 2025, and addressed their concerns. ******** was able to reach an amicable resolution with our 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,

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

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

Customer Answer
Date: 04/28/2025

Complaint: 23205699

To Whom It May Concern,

While I acknowledge and appreciate T-Mobiles apology and the refund offered for the device, I respectfully disagree that the issue has been properly or fully resolved as described.

My concerns were not limited to a single store visit due to a SIM Block or PIN verification. I had to return to the store multiple times, encountering several problems, not just one. Additionally, my phone number was canceled without proper support from the store to reinstate it. During one of my attempts to resolve the situation, after being advised by ******** customer service to speak with the store manager, I was instead expelled from the store by the manager, worsening the problem.

I accepted the refund during the final contact with T-Mobile only because no other solution was offered, and no further remedy seemed possible. However, this acceptance does not mean I agree that T-Mobile handled the situation appropriately or that the service provided was acceptable.

I kindly request that this explanation be added to the file and that my dissatisfaction with handling the situation be formally recorded.

Thank you for your attention.

Sincerely,
Marina
Business Response
Date: 05/02/2025

May 2, 2025

FILED ELECTRONICALLY

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

Re:Marina ********
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 April 29, 2025, regarding the above-referenced account. T-Mobile has confirmed ****** ***** ***** ******** and ****** ******** are one and the same.

T-Mobile regrets any concerns ****** ******** may have experienced and we appreciate the opportunity to respond. On February 18, 2025, ****** ******** activated their account with two voice lines ending in 1139 and 2687 subscribed to our Go5G Business Plus rate plan for $150.00 per month and a DIGITS line ending in 9049 subscribed to our DIGITS Apple Watch Plus rate plan for $20.00 monthly. Additionally, the account subscribed to our optional feature Protection 360 tier 5 TE for $18.00 monthly.

On February 18, 2025, ****** ******** took advantage of our Equipment Installment Plan (***) with the purchase of an Apple iPhone 16 128GB handset, with a down payment of $213.01 and agreed to 24 monthly installments of $25.71. The *** was enrolled in Apple Activate ********: iPhone 16 On Us with New Line and Trade ( Apple Activate ********* promotion which provided customers the iPhone 16 On Us or up to $830.00 off a qualifying iPhones (via a combination of a trade-in credit and monthly Recurring Device Credit (RDC)) when they purchase the device on ***, trade in a qualifying phone, and activate a new voice line on an eligible Go5G rate plan. Customers on 55, Military, or First Responder versions of eligible rate plans are not eligible for this promotion. ****** ******** traded in an Apple iPhone Pro 128 and received a trade-in value of $290.00 for ******************** Equipment Identifier (****) ending in 9130.

Additionally, on February 18, 2025, ****** ******** took advantage of *** with the purchase of an Apple Watch SE 2nd Gen 40mm with a down payment of $76.99 and accepted 24 monthly installments of $9.10. The *** was enrolled in *****: $299.99 off SE2 With New Watch Line on Plus (Apple Watch ********* promotion which provided customers $299.99 off the Apple Watch SE 2nd Gen (via monthly RDC) when the device was purchased on *** and activation of a new watch line on a qualifying Apple Watch DIGITS Plus rate plan. The *** was enrolled in the Apple Watch ******** promotions and received monthly RDC in the amount of $12.50.

On March 3, 2025, ****** ******** visited a retail location and was requesting to return the iPhone 16 128GB handset for the line ending 1139. ****** ******** was advised that a restocking fee would be assessed, and the traded-in phone could not be returned. ****** ******** stated they would use the device currently being financed on a spouses account. ****** ******** was informed that if the **** were to be blocked by the account holder, no further assistance could be provided. ****** ******** acknowledged this and proceeded with the return, transferring all information to the financed device on the spouses account. On March 3, 2025, the line ending in 1139 was cancelled, the promotion was removed, and a credit of $194.88 for the taxes and initial payment received at the time of purchase.

As mentioned in our previous correspondence to your office, we contacted ****** ******** on April 22, 2025, and apprised them of the above information. Upon speaking with ****** ******** our office explained they were paying for the Apple iPhone 16 handset which was purchased on February 18, 2025. The **** ending in 2983 was returned; however, the *** was not closed. ********** was able to confirm the handset ending in **** 2983 was returned on March 11, 2025. As such, we issued a credit in the amount of $67.50 for *** charges that were assessed toward the account. T-Mobile regrets any inconvenience Marina ******** experienced.

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 on ************.

Very truly yours,

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

***** Robinson
Executive Response
Customer Answer
Date: 05/02/2025

Complaint: 23205699

I am rejecting this response because:
To Whom It May Concern,

While I acknowledge that the device issue has been resolved and I accepted the refund for practical reasons, I do not consider this case closed.

The core of my complaint is not about the device, but about how I was treated by T-Mobile staff specifically, the manager of a retail store who expelled me after I followed T-Mobiles own customer service instructions to speak with them.

I had to return to the store multiple times for different unresolved issues. My personal line was canceled, and no proper support was offered. I was repeatedly dismissed, and instead of being helped, I was humiliated.

This is not about money. This is about respect, leadership, and how a company as large as T-Mobile allows its representatives to treat customers with disregard.

I do not accept the response until the company acknowledges this failure and takes responsibility for the human aspect of this experience.

Sincerely,

Marina Fuscaldi

Sincerely,

Marina Fuscaldi
Business Response
Date: 05/09/2025

May 9, 2025

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated May 6, 2025, regarding the above-referenced account. Please be advised T-Mobile has confirmed that ****** ******** and ****** ***** ***** ******** are one and the same.

T-Mobile regrets any continued concerns ****** ******** may have regarding the account, and we appreciate the opportunity to respond. As indicated in our previous responses to your office, dated April 28, 2025, and May 2, 2025, T-Mobile strives to provide world-class service to all our customers on each contact. Additionally, T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers.

We appreciate Marina ******** s feedback regarding their interactions with our retail store location. Please note, any internal review conducted by T-Mobile pertaining to ****** ********s feedback, is confidential, and cannot be shared with ****** ********.

Should Marina ******** have additional questions regarding this matter, they may contact us directly at the number below.

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

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

Very truly yours,

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

******* ******
Executive Response
Initial Complaint
Date:04/15/2025
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 reached out numerous times to try and work a better cell phone plan no one helped me not **************** over the phone or in their local stores. I reached out to complain to the Ceo he had someone reach out to me they were no help. I advised them I will continue paying the equipment which I did make a payment of $124.16 last month in March. They send me to collections for something I never refused to pay back. They want me to pay it in one large sump. I can't afford that. I was with them over 10 years and that is fine that they did not care to keep my business, but for them to refuse for me to pay off the equipment in one large sump I live paycheck by ******** I cannot pay it in one large sump. If they can't work with me, I would like the balance waived. I have emails where I can prove I did try working with them to pay off the equipment or I can return it whatever they prefer. I do not owe them what their collection letter indicates $1,196 I only owe them $790.57, and I am willing to make payments of $75 a month
Business Response
Date: 04/26/2025

April 26, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23205698
To Whom It May Concern:

T-Mobile ********. (T-Mobile) is in receipt of your correspondence dated April 14, 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 charges following cancellation and making payments towards their final billing.

In reviewing the account records, T-Mobile confirms that the customer activated and maintained an account with three voice lines up to the cancellation of the account. T-Mobile's records indicate that the customer purchased new devices on an Equipment Installment Plan (***). If a customer has an open Equipment Installment Plan (***) and the account is canceled, any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the *** agreement provided at the time of purchase. It is T-Mobile's position that the remaining *** balance is valid and owed.

It is important to note that as the account reflected an outstanding balance, the account was placed in our pre-collection process. While in pre-collection, T-Mobile partners with a third-party collection agency to contact customers in an attempt to collect payment. However, while acting in a pre-collection capacity, the third-party collection agency does not report the account negatively to the credit bureaus.

On March 26, 2025, our office received an email from the customer stating they are able to make small payment towards the account. The customer was advised that once the account is cancelled, the balance for the phones are accelerated and incremental payments will not prevent the account from going to collections.

On April 24, 2025, our office contacted the customer via email and apprised them of the above information. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

***** ******
Executive Response
Initial Complaint
Date:04/14/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am not liable for this debt with Sprint, they have not provided me with original contract as requested. I do not have a contract with ************************ and they have not provided original contract as requested
Business Response
Date: 04/25/2025

April 25, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23202381

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated April 14, 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. Please be advised the account in question is a Legacy Sprint account and we show the 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 handling of their inquiry and account management. If the customer has already received a letter from the company, they should 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,

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

**** ******
Executive Response
Initial Complaint
Date:04/14/2025
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.
******** stole hundreds of dollars from me over the course of six months in charges for a phone that was already paid off. They then refused to release the phone when I switched to a new carrier. I have tried to address this through numerous calls. Each phone call promised me that my phone will be unlocked and that I will receive a refund. That has not happened. I have since expressed a wish to only communicate in writing which they have not honored. They have lied about the money they have stolen so many times that I will only speak with them with a record I get a copy of. Respite making that clear and having the last person agree to it, she continuously called my phone and wouldnt return emails. The only reason they even pretended to want to address my problem is because it mentioning on social media.
Business Response
Date: 04/21/2025

April 21, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23200650

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated April 14, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to a handset purchase and a Mobile Device Unlock (***).

Please be advised, ***s are available for those devices that meet our eligibility requirements, which are available at **************************************************************************************; As the customer's account met the eligibility criteria, their handset was successfully unlocked upon the completion of the ***.

Please note, our customers may be offered different Equipment Installment Plan (***) terms based on eligibility. Some customers may receive a ******** ***, while others may receive a 30-month ***. These options are designed to provide greater flexibility in paying for the cost of the device overtime. However, it is important to note that the total price of the handset remains the same regardless of the *** term provided. Our records confirm the customer took advantage of our *** offering with the purchase of a handset where they agreed to a series of 30 monthly installments.

Upon speaking to the customer, our office apprised them of the above information and provided the *** instructions, which they accepted as a resolution to 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,

T-MOBILE USA, INC.

******** Derrick
Executive Response

Customer Answer
Date: 04/22/2025

Complaint: 23200650

I am rejecting this response because:
I have never communicated with them. I have stopped attempting to communicate with them after my 11th phone call. I have not been given instructions on how to unlock my phone nor have I been told of any agreement that I signed that said I would need to pay for my phone well after it was paid off (because I didnt).

Sincerely,

**** ********
Business Response
Date: 04/30/2025
April 30, 2025

FILED ELECTRONICALLY

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

            Re:      **** ********
                        Your File No. 23200650
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile *********(T-Mobile) is in receipt of your correspondence dated April 25, 2025,regarding the above-referenced account.

T-Mobile regrets any continued concerns **** ******** has regarding their Mobile Device Unlock (***) request and we appreciate the opportunity to respond. T-Mobile records indicate on December 4, 2021, **** ******** took advantage of our Equipment Installment Plan (EIP) with the purchase of an Apple iPhone 13 Pro Max. **** ******** was not required to remit a down payment; however, agreed to a series of 30 monthly installments. Our review determined that the final payment for the *** was made on June 4, 2024. This payment fulfilled the terms of the **** resulting in the closure of the ****

As stated previously, ***s are available for those devices that meet our eligibility requirements, which are available at *********************************************************************************************** records confirm that **** DeGolyers account met the eligibility criteria for ***, resulting in a successful device unlock on February 18, 2025.

It should be noted as **** ******** requested to be contacted via written communication, on April *******, T-Mobile emailed **** ******** with the *** instructions needed to unlock their equipment. On April 29, 2025, to amicably resolve this matter, our office emailed **** ******** confirming their unlock status and provided them with their EIP agreement associated with the Apple iPhone 13 Pro Max. Should **** ******** have any questions regarding this matter, or the information provided they can contact our office at the number below. T-Mobile regrets any inconvenience to **** ********.

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

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

Very truly yours,

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

******** *******
Executive Response
Customer Answer
Date: 04/30/2025

Complaint: 23200650

I am rejecting this response because:
I have received no communication regarding the device unlock at my email address of ****************************************.
The payments consistently required of me to maintain service despite paying for the phone in full have not been addressed.

Sincerely,

**** ********
Business Response
Date: 05/09/2025

May 9, 2025

FILED ELECTRONICALLY

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

            Re:      **** ********
                        Your File No. 23200650
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated May 5, 2025, regarding the above-referenced account.

T-Mobile regrets any continued concerns **** ******** may have experienced, and we appreciate the opportunity to respond. As previously mentioned in our response to your office on April 30, 2025, on December 4, 2021, **** ******** purchased an Apple iPhone 13 Pro Max on an Equipment Installment Plan (***) of 30 months. Our records confirm that the final payment for the handset was made on June 4, 2024, successfully fulfilling the terms of the *** and resulting in the *** closure.

On February 18, 2025, T-Mobile unlocked the Apple iPhone 13 Pro Max in an effort to resolve their concerns. However, it should be noted that at the time the *** was closed, the account carried a past due balance. Pursuant to the Mobile Device Unlock (***)requirements, an account associated with the *** request must be current to qualify for an ***. The account continued to accrue monthly access charges as it remained active, and services were used.

On May 6, 2025, our office corresponded with **** ******** via email confirming their handsets unlock status and provided them with their *** agreement associated with the Apple iPhone 13 Pro Max. It is T-Mobiles position that **** ******** account was billed accordingly for their *** agreement, and rate plan subscribed while the account was active. T-Mobile regrets any inconvenience to **** ********.

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

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

Very truly yours,

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

******** *******
Executive Response
Initial Complaint
Date:04/14/2025
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 attempted to take advantage of the iPhone 15 **** and got taken advantage of! I have 5 lines. One for me and each of my children. I called to utilize the **** for two lines and upgrade a device on another. The crocked sales *** gave me the promo on one line and only upgraded the device. I was told I didnt have enough credit to finance 3 phones and one phone would require a bigger deposit than the others. No problem! She later informed me that she found another offer that we can utilize which was add a line and get a free iPhone 15. Long story short, we NEVER received the free phone and Im stuck paying for 6 lines with only 5 phones. After speaking with a supervisor named ******* on the escalation team/retention ***** he stated because I only have 7 or 8 months left until the contract is fulfilled, they cant send me a phone for the newest line that was added. And, if they sent me a phone, it would be considered an upgrade and I would be charged for it. In conclusion, the sales *** submitted contracts for 3 phones instead of 4 and neither of them was for the **** promotion. And now because the sales *** mucked the sale, Im being told there is nothing that can be done. I sure wish Sprint wouldnt have been bought out by them.UPDATE:I was contacted in March requesting additional information. But each time I tried to respond to the ***resentatives message a day or so later the same message would regenerate from a ***** **** Senior Specialist, Team CEO. Needless to say, even with my ***lying to his email, there was still NEVER any resolution to my issues. Attached Ive included a screenshot of the email strand.
Business Response
Date: 04/25/2025
April 25, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23200347

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated April 14, 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 promotions.

T-Mobile records reflect that in December of 2024, our customer purchased three handsets using our Equipment Installment Plan (EIP), and activated one line of service. As the new line met the requirements of an equipment promotion, they were enrolled in the applicable promotion which required the purchase of two eligible handsets using our EIP, and the activation of a new line of service subscribed to an eligible rate plan. Regrettably, our records do not reflect an order for a fourth handset or the activation of an additional new line. Additionally, our ************* explained down payments requirements.

T-Mobile contacted the customer on April 22, 2025; however, our customer did not consent to the call being recorded. Please note that T-Mobile may record calls randomly for quality assurance purposes. These recordings are not intended to serve as a comprehensive record of all customer interactions but are used to ensure that T-Mobile provides the highest quality service. It is T-Mobiles position that our customer received the correct promotional credits, and the monthly recurring charges, EIP, and down payments are valid. 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

Complaint: 23200347

I am rejecting this response because: The T-Mobile representative did make an attempt to resolve the matter. I didnt consent to be recorded. At that point the representative stated we can correspond by email. I received one email and even reached out to provide an alternative email. None of my attempts to aid in a resolution has yielded good results. The matter is still very valid and costly.

Since none of the representatives have been able to provide a fair alternative, I would like to be released with penalty for early termination fees being assessed and port my numbers to a different cellular service provider.

Many thanks

Sincerely,

******** ********
Business Response
Date: 05/09/2025

May 9, 2025

FILED ELECTRONICALLY

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

            Re:      ******** ********
                        Your File No. 23200347
                        T-Mobile Account No. *********

To Whom It May Concern:

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

T-Mobile regrets any continued concerns ******** ******** may have experienced with the above-referenced account, and we appreciate the opportunity to respond. On December 9, 2023, ******** ******** contacted ************* and utilized our Equipment Installment Plan (***)option to place an order for the following handsets:

******** ******** purchased an Apple iPhone 13 128GB handset for the line ending in 9556 at the cost of $629.99, plus applicable taxes. ******** ******** was not required to remit a down payment; however, taxes were paid at the time of purchase, and they agreed to 23 monthly installments of $26.25 and a 24th and final installment of $26.24.

******** ******** purchased an Apple iPhone 15 Pro 128GB handset for the line ending in 1988 at the cost of $999.99 plus applicable taxes. ******** ******** was required to remit a down payment in the amount of $249.99 plus applicable taxes on the full retail price of the handset. ******** ******** then agreed to 24 monthly installments of $31.25.

******** ******** purchased an Apple iPhone 15 128GB handset at the cost of $929.99 plus applicable taxes for a newly added line of service. ******** ******** was required to remit a down payment in the amount of $809.98 plus applicable taxes on the full retail price of the handset. ******** ******** then agreed to a series of 23 monthly installments of $5.01 and a 24th and final installment of $4.78.

It should be noted that if a customer has an open *** balance and the account is cancelled, any remaining open *** balance on the cancelled account is accelerated and becomes due with the final billing statement. This information is disclosed within the *** agreement provided at the time of purchase. If an *** is enrolled in any active promotional offers requiring the associated line to remain active, the associated monthly credits will cease upon cancellation of the line.

On December *******, the voice line ending in 9105 was activated, which was associated with the Apple iPhone 15 128GB handset. After activating this line, the account contained a total of six voice lines ending in 0268, 1988, 1850, 4484, 9556, and 9105, which were subscribed to our Essentials rate plan for $100.00 per month plus applicable taxes and fees for the first two lines of service and $20.00 per month plus applicable taxes and fees for each additional line of service.

Please be advised that the handset purchased for the line ending in 9105 qualified for our BOGO $700 Off with New Voice Line (Apple Activate ********* promotional offer. With this offer, customers could receive up to $700.00 off a qualifying handset via monthly Recurring Device Credits (RDC) for the full *** term while meeting eligibility. Accordingly, the line ending in 4348 was enrolled to receive 24 monthly RDCs of $29.17 over the duration of the *** term, up to the maximum offer value of $700.00 total, while maintaining eligibility.

Please note, on February 19, 2025, the mobile number ending in 9105 was changed to a mobile number ending in 4348. Furthermore, on March 17, 2025, the mobile number ending in 1850 was ported out to another provider, effectively cancelling the line of service. ******** ********* account remains active with five lines of service ending in 0268, 1988, 4484, 9556, and 4348.

On April 22, 2025,our office contacted ******** ********; however, during this conversation, ******** ******** indicated that they did not consent to be recorded, leading to the conclusion of the call. Thereafter, on the same date our office corresponded with ******** ******** via email. In our offices email correspondence, we informed ******** ******** that as the Apple Activate ******** promotion required two handset purchases and the activation of a new line of service, only one handset purchase qualified.

In reviewing this matter, we have confirmed the account has been receiving the appropriate monthly RDCs for the Apple Activate ******** promotional offer. Furthermore, we found no record of a request to purchase a fourth handset at the time the other handsets were ordered on December 9, 2023. However, please be advised that our office continues to work with ******** ******** in an effort to reach an amicable resolution.

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
Customer Answer
Date: 05/12/2025

Complaint: 23200347

I am rejecting this response because:
I didnt purchase anything from T-Mobile in Dec 2024. In Dec of 2024 I placed a call to T-Mobile because I felt taken advantage of and tried to air my concerns in house before taking other actions. December of 2023, I tried to take advantage of their BOGO program they were running but ended up being taken advantage of. I initially tried to purchase three handsets using their Equipment Installment Plan (***).
As fate would have it, they were only able extend me credit for two phones under their ***. One for the line ending in 1988 and 9556. Those two phones were to be purchased utilizing the **** offer they were running at the time. By the time I wanted to purchase a third phone, I was told it would require a significant down payment or I could just pay for the phone because there was only a little more than $100 in available credit left. At that point I inquired about purchasing the phone outright and initiated a payment of $965.78 for the purchase of the iPhone15 plus. The ***resentative stated I could still use the balance of the credit left if I so chose. I went with the option to pay for the phone outright. $965.78 is what I was told it would cost for the line ending in 4484.
Later in the call the sales *** said, I do see another offer which you would qualify for. We have a promo for a free phone when you add a line. I only accepted the offer to add a line which was the line ending in 9106 for the free PHONE not billed credits! Receiving billed credits and NOT a free phone as disclosed. This is where the mis***resentation, lies and false advertisement came in. I already 5 lines. One for me and one for each one of my children. I had no need for a sixth line but the *** stated youll get a free phone when you add a line. Again, I ONLY accepted that promo for the free phone when you add a line which I never got. I got the new line and an even bigger bill which is where being mislead to believe one thing but receiving something else comes into play.

To add insult to injury when the iPhone 15 plus that I outright paid for was received, these cheating b******* had the nerve to activate the phone intended for 4484 under new line ending in 9106. The phone was a gift for my daughter so of course the next step would be to transfer the phone information under the correct number it was purchase and intended for. I dont know where the misunderstanding and miscommunication came in but all I know is what I was told and what I received was two very different things.
I placed several calls in an attempt to gain a better understanding since all money paid, be it out right or for deposits for the *** agreement, was originally entered into for three lines 4484, 1988 and 9556. The question then becomes, if the phone that was activated under the newly added line ending in 9106 was supposed to be the free phone, what happened to the phone that I paid the payment of $965.78 for the line ending 4484? No one has still been able to provide me the answer.
Im sure Im the one first one T-Mobile has done this to and Im sure I wont be the last. At this point Ive given up trying to make since of it and am requesting someone else step in. As stated earlier I have placed a few call requesting additional information and or the free phone I promised when I added the 6th line ending in 9106 that I have since changed to 4348 and was told it was beyond their power to give me a free phone now and I would have to purchase one.
The only way for T-Mobile to make this right is to give me the free phone I was promised for adding the line ending in 9106, consider the all contracts and paid full or give me a credit for the $965.78 that I paid. The 6th line added to yield me a free has yet to do so.
Just for kicks and giggles, what the heck does me porting a number away from T-Mobile have to do with matter at hand maam? Lets stop with the deflection and stick to the matter at hand. The line youre referencing has absolutely NOTHING to do with the free phone I was promised but NEVER received.
Very truly disappointed

Former Loyal Sprint Customer,

******** ********
Business Response
Date: 05/22/2025

May 22, 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 20, 2025, regarding the above-referenced account.

T-Mobile regrets any continued concerns ******** ******** may have regarding the account, and we appreciate the opportunity to respond. As indicated in our previous correspondences to your office, on December 9, 2023, ******** ******** utilized our Equipment Installment Plan (***) with the purchase of the below handsets:

An Apple iPhone 13 128GB handset. ******** ******** was not required to remit a down payment, however, remitted a payment for the sales tax on the full retail cost of the handset and agreed to 23 monthly installments of $26.25, and a final installment of $26.24.

An Apple iPhone 15 Pro 256GB handset. ******** ******** remitted a down payment of $249.99 and the sales tax on the full retail cost of the handset and agreed to 24 monthly installments of $31.25.

An Apple iPhone 15 Plus 128GB handset. ******** ******** remitted a down payment of $809.98 and the sales tax on the full retail cost of the handset, and agreed to 23 installments of $5.01, a final installment of $4.78.

It is important to note, at the time the Apple iPhone 15 Plus 128GB handset was purchased, a new voice line ending in 9105 was activated to the account. ******** ******** was required to remit a $100.00 deposit payment for the activation. Therefore, at the time the Apple iPhone 15 Plus 128GB handset was purchased, ******** ******** remitted a total payment of $965.78 for the down payment, applicable sales tax and required line deposit.

Due to the activation of the new voice line ending in 9105 on December 9, 2023, and the purchase of the iPhone 15 Pro 256GB handset the *** for the Apple iPhone 15 Plus 128GB handset qualified for our Apple Activate ********: BOGO $700 Off with New Voice Line (Apple Activate ********* promotion. For a limited time, customers could get up to $700.00 off the Apple iPhone 15 series (via Recurring Device Credits ***) when it was purchased on *** with the activation of a new voice line. Our records confirm the *** was enrolled in a $29.17 *** for 24 months. As the *** charge for the Apple iPhone 15 Plus 128GB handset was $5.01, the *** of $29.17, resulted in ******** ******** receiving a $24.16 monthly credit, which would apply towards their monthly charges.

It should be further noted, at the time of Dishanna Atkinsons equipment purchases on December 9, 2023, T-Mobile did not have a Buy One Get One (BOGO) offer, that did not require the activation of a new line of service. Therefore, had the line ending in 9105 not been activated, ******** ******** would not have qualified for promotional ***s. As the iPhone 15 Plus 128GB handset was purchased with the activation of the line ending in 9105, the handset came preactivated to the 9105-voice line.

Our office contacted ******** ******** on May 20, 2025, regarding the above findings. To amicably resolve this matter, T-Mobile offered to apply a credit of ****** to the *** for the Apple iPhone 15 128GB handset, and a credit of $183.74 to the *** for the Apple iPhone 13 128GB handset, which would update the outstanding *** balances for these two handsets to zero. Should ******** ******** wish to take advantage of this offer, they may contact our office, by May 23, 2025.

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:04/13/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased phones from T-Mobile on 12/13/2023 at their ********, ** location (******************) and paid $213.19 using my credit card. Within the return window, I brought the phones back and paid a return fee in cash. On 12/20/2023, I received only a partial refund of $64.23, despite being told I would receive the full amount back (minus the return fee).T-Mobile now claims there is no record of the full amount I paid and has allowed a collection agency to report a $196 debt to my credit even though they still owe me approximately $149. I have attached bank statements showing both the charge and the partial refund. ******** has refused to resolve this, and I am requesting that the remaining amount be refunded or the collection removed.
Business Response
Date: 04/24/2025
April 24, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23199129

To Whom It May Concern:

*****************. (T-Mobile)is in receipt of your correspondence dated April 13, 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, their concerns pertain to an account that was canceled and sent to collections, and a refund for a device they returned to T-Mobile.

Our records confirm that our customer activated service in December of 2023 and purchased two handsets on an Equipment instalment plan (EIP), and six accessories at full price. Please note, ******** provided the customer a ****** return period which allowed them to return the items for a refund, minus any restocking fees. Our records confirm that our customer returned the two handsets, and three of the six accessories purchased, and received a refund for the items they returned, minus a restocking fee. Please be advised, as we have no record of a cancellation request,the account continued to remain active until the account was cancelled due to nonpayment, on February 2024. Furthermore, as a result of non-payment, the account was referred to an outside collection agency.

T-Mobile contacted the customer on April 16, 2025, and we issued a bill credit, updating the account balance to zero. Moreover, T-Mobile removed the account from third-party collections and requested the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note it may take up to 90 days for our customers credit report to reflect the change.

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: 04/24/2025

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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