Business Profile
Mobile Phone Service
Sprint Now Part of T-MobileHeadquarters
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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 ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/13/2025
Type:Customer Service IssuesStatus: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 02/23/2025 went to ******** store wheaton, IL *****. ************************************************** STE 101. Was looking to upgrade phone. Ended up upgrading Galaxy S21 to S25. The agent said they were running promotion and would give me $500 trade in on my phone. Several days later I received my new phone I brought old phone to ******** store in ******* to transfer data. After transfer I asked sales associate if he could take old phone for $500 credit. He said to use shipping lable provided and ship it ****. Which I did. Used shipping lable and package, dropped it in the ****************** box outside facility. Several weeks later I was contacted by t-mobil they never received phone. I contacted ******** customer service and I was given misinformation and the package should have been shipped ***. I was told the sales *** could have taken the trade at store. The ******** customer service *** told me it happens all the time. She said call the **** to see if they have package. She told me not to worry that **** has agreement with *** and the phone would eventually get to proper destination.. I called ****************** they did not have package but would turn it over to *** from it's distribution center. Several weeks later I received message that phone was not received and I would have to pay the $500. I asked her since I am long time customer and have 7 phones 2 tablets and 3 trackers if there was something she could do. She said try post office again. Called posted office and they advised to file lost package ***ort. I did file ***ort complaint #MRC 25 2068 4653. ON 04/11 I once again received notice phone not received. On 04/12 I went to wheaton ******** store which sold me phone I explained situation and asked them to credit me the trade in since the associate gave the wrong shipper and should have taken trade in at store. Requested $500 credit but was denied. I'm requesting $500 credit since store gave me wrong shipping info and should have taken my trade in at storeBusiness Response
Date: 04/26/2025
April 26, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re: Your File Number: 23197687
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated April 12, 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 trade in device and the associated promotion.
After a thorough review, our records reflect that the customer purchased a handset with the intent of taking advantage of a promotion. Please note, at the time of purchasing the handset, the customer traded in a handset to take advantage of a promotion.
T-Mobile confirmed that the account and all qualifying device promotions have been successfully applied to the account and are reflective in the monthly recurring cost of service. It should be noted that our records do not indicate that the trade in has been received.
Our office contacted our customer on April 17, 2025, and confirmed the account remains enrolled on the promotion. Please be advised that our office will follow up with our customer on May 1, 2025, and confirm the promotion remains enrolled or proceed with an alternate, amicable resolution. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing,we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
*****************
***** **********
Executive ResponseInitial Complaint
Date:04/13/2025
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My phone was deactivated after business hours, so I couldn't connect with someone to resolve the issue. For whatever reason I was charged ***** and I don't appreciate being taken advantage of. I've been hung up on prior when trying to resolve an issue, my information was deleted, I was lied to about an arrangement, and then charged more money to resolve the issue. I want the ***** squashed and this to never happen again.Business Response
Date: 04/24/2025
April 24, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re: Your File Number: 23197686
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. 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 our Payment Arrangement process and Restore from Suspension fees assessed to the account.
T-Mobile offers payment arrangements to assist eligible accounts that are less than 30 days past due by scheduling future payments. This helps prevent service interruptions and maintain the account in good standing. If a customer defaults on any installment agreed upon in a payment arrangement, collection activity will automatically resume on the account. This means the account may be suspended or canceled. If an account is suspended for non-payment and later restored, a $20.00 restore from suspension fee, plus applicable taxes, will be assessed per line of service, up to three lines.
T-Mobile records confirm that the customer set up a payment arrangement for a past due balance to be paid in two installments. However, the first installment was not paid on the agreed date, leading to the account being suspended for non-payment. Upon further review, T-Mobile found that the account was suspended and restored twice within a 30-day period, resulting in restore from suspension fees being assessed each time.
It is T-Mobiles position that the customer is being billed in accordance with our terms of service and policy. Nonetheless, to resolve this billing concern amicably, our ************* team applied a courtesy credit of $84.98 to the account, representing the Restore from Suspend fees billed within the last 30 days.
Should the customer have any further questions regarding this matter, T-Mobile invites time to contact our office at ************.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
*** *****
Executive ResponseInitial Complaint
Date:04/13/2025
Type:Service or Repair IssuesStatus: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.
In September I upgraded my cell phone plan and got new phones.With the plan I was supposed to get a rebate on my phones. 3 phones $1000 on 2 iphone 16 pros $800 on ******* Galaxy 2 They sent me a box to send back (13 pro, i13, and a ******* galaxy 21) I sent my phones back in the box they sent me. This was in Sept or Nov. 2024.Whoever got the box at T-mobile recorded my previous phones from my account instead of the iphone 13 pro, iPhone 13, and ******* 21). This resulted in me not getting the rebate on the new phones. I have been paying an incorrect bill for the past 6 months.I have called T-mobile every month since January. They admit their mistake. Since January they have said the bill would be adjusted. As of today 4/12/25 it still has not been fixed. Last month they did give me a credit of $173. My bill is supposed to be approximately $220. I am getting charged $338.Business Response
Date: 04/24/2025
April 24, 2025
FILED ELECTRONICALLY
Better Business Bureau
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*************************
Re: Your File Number: 23197424
To Whom It May Concern:
T-Mobile ********. (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, the customers concerns are pertaining to a T-Mobile offer.
After a thorough review T-Mobile confirmed that the customer purchased three handsets on our Equipment Installment Plan (EIP) and agreed to trade in three handsets to receive the Apple Trade ********: $1000 off with Trade on Go5G Next (Apple Trade ********* offer and the Smartphone Trade ********: Android: $800 off with Trade on Go5G Plus/Next (Smartphone Trade ********* offer. Please note, the trade-in handsets that were listed on our customers order were not the same handsets received by T-Mobile, which caused the system to decline the enrollment of both offers listed above.
T-Mobile contacted the customer on April 16, 2025, and successfully resolved 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 ResponseCustomer 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,
**** *****Initial Complaint
Date:04/12/2025
Type:Service or Repair IssuesStatus: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.
January i returned a replacement phone that was not opened. Tmobile recieved in their warehouse January 27th. I was called and we verified that it was there. March I was charged 800 dollars. I have called and spoke with 5 supervisor 1 manager. Everytime I am told that I will be refunded in 48hours or a final form has to be completed. They tell me that they have completed it. Its been going on for 5 weeks and I am unable to get a refund. Yes, the refund has been approved. Yes they have my device.Business Response
Date: 04/24/2025
April 24, 2025
FILED ELECTRONICALLY
Better Business Bureau
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RE: Your File Number: 23195856
To Whom It May Concern:
T-Mobile ********. (T-Mobile) is in receipt of your correspondence dated April 12, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to a refund.
After a thorough review T-Mobile has confirmed that the customer successfully completed a warranty exchange due to a mechanical failure for a handset on their account. According to our records, the customer retained their original handset and returned the replacement handset to T-Mobile, which was verified as received at our warehouse.
Our investigation revealed that the customer was charged a non-return fee for the warranty exchange replacement, due to the customer returning a different device than was expected. As the customer was enrolled in *******, the monthly service charges, which included the non-return fee, were deducted automatically. While our ************* team filed for a refund, it was ultimately declined because it was out of policy.
T-Mobile contacted our customer on April 17, 2025, and advised them of the above information. We were able to amicably resolve this matter. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
******* *****
Executive ResponseInitial Complaint
Date:04/12/2025
Type:Service or Repair IssuesStatus: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 contacted support on March 11th to cancel my home internet. The representative I talked to said I could choose any date to do that. I chose March 19th. Now today on April 12th I was still charged for my internet service and when I contacted support they told me that my internet service was never canceled. I am requesting that they train their staff better and refund my bill amount.Business Response
Date: 04/24/2025
April 24, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re: File Number: 23195490
To Whom It May Concern:
T-Mobile ********* (T-Mobile) is in receipt of your correspondence dated April 12, 2025, regarding the account referenced in the above-mentioned file number. Please be advised we have made attempts to contact the customer, which have proven unsuccessful.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to the cancellation of their account.
After a thorough review T-Mobile confirmed that the account was activated for use on T-Mobile Home Internet services. Our records confirm on March 11, 2025, the customer requested the account to be canceled as of March 19, 2025. However, due to an inadvertent error, the account was not cancelled. On April 12, 2025, a payment was remitted for monthly recurring services via AutoPay. Subsequently, the customer contacted ************* once more and requested the account be cancelled. As such, the account and AutoPay were cancelled. Additionally, a return order was created for the return of the T-Mobile Gateway device that is provided at the time of activation. Please note, as of the date of this letter, we still have not received the Gateway device.
On April 15, 2025, the payment mentioned above was returned to T-Mobile as unpaid, as such a returned payment fee was assessed to the account.
T-Mobile would like the opportunity to speak with the customer and work toward an amicable resolution. We request the customer contact our office at the number provided during our contact attempts.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
******** ********
Executive ResponseInitial Complaint
Date:04/12/2025
Type:Customer Service IssuesStatus: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 am writing to file a formal complaint against ******** regarding a phone purchase made through their customer support chat.On [insert date], I purchased an iPhone through a T-Mobile representative via chat. The representative clearly stated the deal, including the specific model, price, and terms of the promotion. I have saved a transcript of this conversation as evidence.However, when I received the phone, it was not the model I was promised. I immediately contacted ******** to resolve the issue. Despite presenting the chat transcript as proof, T-Mobile has refused to honor the original deal or replace the phone with the correct model.This is a clear case of false advertising and bait-and-switch tactics, which are both unethical and likely in violation of consumer protection laws.I respectfully request that T-Mobile:1.Provide the correct iPhone model as promised in the chat;2.And take corrective action to prevent this from happening to other customers.I am requesting intervention to help resolve this issue promptly and fairly.Thank you for your time and assistance.Business Response
Date: 04/25/2025
April 25, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re: Your File Number: 23194953
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated April 11, 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 recent device upgrade.
T-Mobile records indicate the customer took advantage of our Equipment Installment Plan (***). Accordingly, the customer was required to remit a down payment and agree to a series of 24 monthly installments. Upon review of the account the device that was delivered was the same make and model of the device that was on the *** agreement at the time of purchase. Additionally, the customer agreed to trade in a handset in an effort to take advantage of a T-Mobile handset promotion.
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 the customers recent contact with our ************* team.
T-Mobile contacted the customer on April 17, 2025, to discuss their concerns and were 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,
******************
********* *********
Executive ResponseCustomer Answer
Date: 04/26/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********.TMobile contacted me and it was resolved by phone call. I appreciate the help and support from sr ********** that call me on April 17.
Sincerely,
******** *******Initial Complaint
Date:04/12/2025
Type:Customer Service IssuesStatus: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.
From the time I switched to t-mobile I had cell service issues, I have never had service at my work. I immediately began contacting customer service to figure out what the issue was, I was given many reasons of what it could be including being told that my current cell phone was the issue and that switching from the 4G to a 5G phone would improve the service. So, I traded in my old phone for one of their new S24 phones. The service did not improve, and I made repeated phone calls and troubleshooting, ticket escalations, and call backs. I also repeatedly asked what my options were since this was not working and I need to have service, I was told that they were going to get it resolved, then I was told there were not their towers in the area and this is why, then I was told they were going to put up towers in my area, not once was I given the option to leave and while being continuously misinformed their 20 day return policy past. I trusted this company to resolve the issue, and they did not and will not let me return the phone that I never needed, since I was finally told by their representative about a month ago, that I could switch service and through "late-stage buyer's remorse" return the phone. I have been nothing but mislead by this company and I even told them that if they split the cost of what I owe on the phone I would pay it, and still send the phone back, but they only offered $50 credit on my bill. I also have multiple screen shots over the past few months while at work to document there was no service that I will provide if needed.Business Response
Date: 04/25/2025
April 25, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re:Your File Number: 23194952
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 to this matter. In reviewing this matter, the customers concerns are pertaining to their quality of service.
After a thorough review T-Mobile confirmed that the billing address on the customers address has been reported for coverage challenges and currently has no planned enhancements for the area. T-Mobile recommends using Wi-Fi Calling in this location due to the challenges expected in this location. Additionally, we confirmed that the customer has the registered usage for the current billing period and the last three billing periods. T-Mobile provides a return period to all customers allowing them to use the service to see if it meets their needs. As our customer is beyond the return period for their account, they may cancel the account at any time but is unable to return the purchased device(s) purchased on an Equipment Installment Plan (EIP). If the account is canceled, any remaining EIP charges will be accelerated and become due with the final billing statement.
T-Mobile contacted the customer on April 16, 2025, and addressed their concerns. T-Mobile was able to reach an amicable resolution with our customer. Additionally, 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,
******************
***** De La **** *****
Executive ResponseInitial Complaint
Date:04/11/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My husband and I went to the T-Mobile store in ***** to get a watch. I did not know you needed a data line for the watch and didnt want the extra money on my bill.They opened a data plan for the watch and i stopped then there and told them I dont want a data plan, I have been paying 16$ more on my bill because they added a data plan even though i left without a watch to put the data on.Business Response
Date: 04/14/2025
April 14, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re: Your File Number: 23192568
To Whom It May Concern:
T-Mobile ********. (T-Mobile) is in receipt of your correspondence dated April 11, 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 disputed line of service.
After a thorough review, T-Mobile confirmed that the account has subscribed to a wearable rate plan since August of 2023, which was originally activated at a local T-Mobile retail store. Please be advised within T-Mobiles Terms and Conditions, customers are advised they are to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. The first notice that T-Mobile received regarding a dispute of this feature and associated charges was in April of 2025.
On April 14, 2025, T-Mobile contacted the customer and provided the customer with an amicable resolution. 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,
******************
****** ********
Executive ResponseInitial Complaint
Date:04/11/2025
Type:Customer Service IssuesStatus: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 or about December 2024, purchased an Apple iPhone 16 under a promotional sale. The ******** promotional sale stated the customer would receive a credit with a valid trade-in. In my case, I would receive a credit of $22.09 (P991) for iPhone 16 and will only have to pay $16.99 monthly (24 monthly installments). According to the T-Mobile bill statements it shows the following information: the Apple Trade ID ****** ID: ******************. ******** provided me with *** label and packaging for the trade-in. On January 2, 2025, with the provided label I went to my local *** store and hand-delivered the package containing my old Apple iPhone. The *** store provided a receipt showing they received it at approximately 4:44 pm EST with a tracking/reference number of "1Z51R5R19030467580". Unfortunately the promotional has dropped from my account causing my bill to rise by $22.09. I've spoken to the following T-Mobile representatives: 01/17/2025 **** ID #**********/29/2025 Wylynne ID #**********/03/2025 Hizel ID#********/18/2025 ****** She stated my promotion will take affect again any extra charge will be put back into my account 5 to 7 days 03/31/2025 Lhet Did not want to provide **** one seems to be willing to help me. To reiterate I sent my old Apple iPhone as instructed and now I am not getting any promotional credit. Since February 2025, my account has been charged an additional $22.09 per month ($66.27 charged thus far) for the new iPhone. Please help.Business Response
Date: 04/22/2025
April 22, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
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Re: Your File Number: 23190364
To Whom It May Concern:
T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated April 10, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer may have experienced, and we appreciate the opportunity to respond. In reviewing this matter, we confirmed the customers concerns are pertaining to a device promotion.
After further review of this matter, our records confirm that our customer qualified and took advantage of our Equipment Installment Plan (EIP) with the purchase of one handset. No down payment was required at the time of purchase, and our customer agreed to pay the equipment balance via monthly installments and completed a trade-in. During this purchase period, T-Mobile offered a promotion providing up to $800.00 off a device with specific requirements being met. As T-Mobile did not receive the trade-in handset, our customers account did not receive any Recuring Device Credits (RDC) and our customer was disenrolled from the promotion causing the account to be assessed a monthly charge for the device.
From January 2025 to March 2025, the customer contacted our ************* team regarding their EIP not receiving the RDC. Our review found that in March 2025, our ************* team manually enrolled the promotion.
On April 11, 2025, our office contacted the customer and resolved the matter to their satisfaction. 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,
******************
**** ********
Executive ResponseInitial Complaint
Date:04/10/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been calling to unlock my phone for the past 3 days more than6 times and when I call they told me that my phone was unlock. I been trying to change to another company for the past 3 days and I can because the phone still lock. When I call today I talk to the Supervisor ****** (The one that *** want to give me no more information) and she only say sorry for the information but we can not unlick your phone because you bougth it on December and it hasnt been 12 month. I told her to check the notes and she say that they got confused with my old phone I told her that I only have one iphone 13 on the account and alr the time that I have beed calling I been sayin Iphone 13. So all the 6 person that I talk before her got confused. I ask her what I can dio ti resolve the problem and she say that they can not do nothing. I told her if they told me the first day that I couldn transfer my phone I would stay with them but I already pay in the other company. I ask her if they coul give me the money because they were the ones that told me that it was unlock. The service is really bad and they need to train their personel so they could be in the same page. Because I can believe that 6 people before say one thing and then the supervisor say another thing.Business Response
Date: 04/21/2025
April 21, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23186285
To Whom It May Concern:
******************(T-Mobile) is in receipt of your correspondence dated April 10, 2025,regarding the above-mentioned file number. Please be advised we have made attempts to contact the customer, which have proven unsuccessful.
T-Mobile regrets any concerns our customer may have experienced, and we appreciate the opportunity to respond. After reviewing the correspondence from your office, T-Mobile is unable to locate an account using the information provided. As we are unable locate a current or formerly active account for the customer, we are unable to provide further details at this time.
If the customer wishes to provide their account information listed below to help us locate the account, of course we will review the information and respond to the dispute should we locate an account:
Primary Account Holder name and address (the person who is contractually responsible for the Account)
Complete 9-digit Account Number (if possible)
Primary Account Holder ******************************* number
Wireless number that is the subject of the Dispute
Account Brand Type that is the subject of the **************** Sprint, Metro, and/or Assurance Wireless.
Please note that if the customer is not the Primary Account Holder or a listed Authorized User, we cannot provide or disclose account information, which includes the name of the Primary Account Holder or any other identifying information. As such, the customer must be the Primary Account Holder or Authorized User for us to provide detail in response to their dispute.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should the customer have any further questions, they may contact our office using the information provided in our contact attempts.
Very truly yours,
******************
******** *********
Executive Response
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