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

3,691 total complaints in the last 3 years.
1,168 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:10/14/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased 2 iPhones that the sales person told me would cost $200 each with the promotion running and would pay ***** per month for each phone and now I got the bill and no promotion applied and now Im paying the full $35 per device for 2 months. Speaking to representative on the phone said I must have never mislead because you had no such promotion at the time of purchase
Business Response
Date: 10/24/2025
October 24, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 24013365

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated October 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 device promotions.

Our records reflect that in September 2025, our customer activated their account and ported in two voice lines of service and activated one Home Internet line. They also purchased two new devices via our Equipment Installment Plan (EIP) offering. During this purchase,T-Mobile offered a device promotion which would reduce the monthly cost of the devices above.

The first billing statement that generated did not include the device promotion and as such, our customer contacted ************* to dispute the monthly EIP for their new devices. During these interactions, ************* advised the customer that the model of devices purchased were not eligible for the device promotion.

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

T-Mobile contacted the customer on October 21, 2025, and advised them of the above information. T-Mobile is pleased to report we were able to reach an amicable resolution to our customers concerns. Additionally, we provided the customer with our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

****** ********
Executive Response
Customer Answer
Date: 10/27/2025

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:10/13/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I woke up this morning and my phone service was disconnected it said my lifeline had not been approved. So I went on line and it said I was approved June 2025 thru June 2026. So I called Assurance wireless and they said they burned my **** card and disconnected my line because I wasnt approved, they ashed , and did I want to pay ***** to keep the service on . Of course I said no. I missed doctor s appointments and important calls for a money grab. Please restore my service ******** for Assurance wireless.
Business Response
Date: 10/27/2025
October 27, 2025

FILED ELECTRONICALLY

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

Re:      Your File No. 24010698

To Whom It May Concern:

Assurance Wireless is a brand operated under ****************** (T-Mobile). As such, T-Mobile provides a response on behalf of Assurance Wireless. T-Mobile and Assurance Wireless may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated October 15, 2025, regarding the above-referenced 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 ****************.

On October 13, 2025, we received notice that our customer was removed from the Lifeline program by the State of California. As a result, the rate plan was changed to the Flat 10 pay-as-you-go service. This plan is a pay by the minute and text plan, which requires that customers maintain a credit balance on their account to utilize calling at a $0.10 per minute rate or texting at a $0.10 per text rate. Consistent with the Terms and Conditions of Service to which our customers agree, this service plan is implemented on a customers account once they are no longer eligible to receive the Assurance Wireless Lifeline benefit. Please note, customers receive a free notification advising them of the change.

It should be noted that our customer resides in the state of *********** To apply for **************** with Assurance Wireless, all applications must be submitted through our website at: ****************************************** we will review the program and eligibility. From there, we will inform the California Lifeline Administrator to start the application process. The California Lifeline Administrator will provide the application form with a Personal Identification Number (PIN). Applicants can apply online at ************************** using their PIN or complete, sign, and mail the application form and any required proof of eligibility to the California Lifeline Administrator. The application form and any required documents must be completed and returned before the response date indicated on the form. If applicants do not return the completed application form, or fail to provide the required documentation, they will not receive the California Lifeline discount and will continue to pay the regular rates for their phone service. For more information regarding Californias guidelines for Lifeline, our customer may visit ****************************************************************************************;

T-Mobile records reflect our customer was reapproved for Lifeline with ********************** and an account was opened on October 14, 2025. However, on October 17, 2025, we were again notified at our customer was removed from the Lifeline program by the State of ********** and as such was again subscribed to the Flat 10 pay-as-you-go service.

Should our customer have any further concerns regarding the removal of their Lifeline benefit, we encourage them to contact the California Lifeline Administrator by calling ************** for further assistance. T-Mobile regrets any inconvenience to our customer.

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

Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 7am 10pm CST.

Very truly yours,

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

******* *****
Executive Response
Customer Answer
Date: 10/27/2025

Complaint: 24010698

I am rejecting this response because:
someone kept stealing my lifeline from Assurance and they did it 2 times. Assurance restored service and I am happy but how were they able to do that twice? Put an alert on my account. There should be better security

****** ****
Business Response
Date: 10/31/2025
October 31, 2025

FILED ELECTRONICALLY

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

Re: ****** ****
Your File No. 24010698
Assurance Wireless Account No. *********, ********* and *********

To Whom It May Concern:

Assurance Wireless is a brand operated under ****************** (T-Mobile). As such, ******** provides a response on behalf of Assurance Wireless. T-Mobile and Assurance Wireless may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated October 29, 2025, regarding the above-referenced account.

T-Mobile regrets any continued concerns ****** **** may have experienced with their services, and we appreciate the opportunity to respond. On August 11, 2023, ****** **** activated the account ending in 7593, with mobile number ending in 4267. The account was subscribed to our Lifeline-California Only rate plan, for Lifeline recipients.

On October 13, 2025, Assurance Wireless received a notification that ****** **** was no longer eligible to receive Lifeline benefits through Assurance Wireless. As such, the Lifeline benefit was removed and at that time, and the service plan was changed to our Flat 10 rate plan. The Flat 10 rate plan is a pay-by-the-minute and text plan, which requires that customers maintain a credit balance on their account to utilize calling or texting at a rate of $0.10 per minute or text. Consistent with the Terms and Conditions of Service to which our customers agree, this service plan is implemented on a customers account once they are no longer eligible to receive the Assurance Wireless Lifeline benefit.

A new Assurance Wireless account with account number ending in 7420 was activated on October 14, 2025. The new account was subscribed to the Lifeline-California Only rate plan for Lifeline recipients. Additionally, that same day, ****** **** was able to move their original mobile number ending in 4267 to the new account.

On October 17, 2025, Assurance Wireless again received notification from Lifeline that the benefit was removed, and the rate plan was updated to the Flat 10 rate plan. A new Assurance Wireless account with account number ending in 8427 was activated on October 17, 2025. The new account is subscribed to the Lifeline-California Only rate plan for Lifeline recipients. Additionally, that same day, ****** **** was able to move their original mobile number ending in 4267 to the new account. As of the date of this letter, the account remains active and in-use.

It is important to note that customers are eligible to move their Lifeline benefit to a new Lifeline provider once every 30 days. Regrettably, we are unable to validate how the benefit was removed or transferred to a new carrier. Our records only reflect that we received notification from the Lifeline administrator that the account was no longer eligible for the Lifeline benefit. As such, we recommend that ****** **** contact the California Lifeline Administrator for further assistance. For more information regarding the California Lifeline guidelines, ****** **** may visit ****************************************************************************************; The Lifeline Administrator will be able to provide details regarding their benefit transfer or removal.

We regret any inconvenience to ****** ****.

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

Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 7am 10pm CST.

Very truly yours,

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

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

Customer Answer
Date: 10/31/2025

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:10/13/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went into the TMobile store in ************* on 8/9/2025. My son had lost his phone and I pay an additional $18 a month for device protection. The store manager, *****, told me that she could make my bill cheaper. I was paying $199.19 a month for 2 phone lines and home internet. Both of the phones were paid off. ***** told me that if she gave me 4 phone lines, I could get a new phone for myself, as well, for free. Then, ***** gives me 2 Galaxy Tab A9+ 5G tablets. She told me that the tablets were also part of a promotion and were free. As ***** was setting the tablets up, I asked her 3 or 4 times if I was paying for the tablets, which ***** repeatedly told me no. At this point, ***** told me not to worry about my bill because my bill might be high the next week and then, it will drop down to about $220 a month. Fast forward to September. My August bill was $251.70. My September bill was $273.80. I called TMobile at some point in September. The woman that I spoke to over the phone told me that I have to go back to the store in ************* and that there is nothing she can do because the "store" in ************* is a franchise and is not an authorized TMobile dealer. However, she called the store and made an appointment for me with *****. ***** stated that I could not return the tablets because it has been over 14 days, but she could ask her supervisor to override it. When talking with TMobile on the phone, I found out that I am not paying for the 2 tablets, but I am paying for the service to the 2 tablets. If you look at the bill, it states I am paying for the tablets. The woman on the phone also stated that ***** never reported my son's phone as lost and that I could have just paid $250 for a replacement. My bill states that I am paying for 2 iPhone 14's. I return to the store. ***** acts like she has no idea who I am and like we don't have an appointment. She pulls up my bill and states my bill is high because of taxes and there's nothing she can do about it.
Business Response
Date: 10/24/2025
October 24, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 24009456

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence October 13, 2025, regarding the account referenced in the above-mentioned file number. T-Mobile has confirmed that the customer and the account holder are one and the same.

T-Mobile regrets any concerns our customer may have experienced regarding their account, and we appreciate the opportunity to respond. In reviewing this matter, we have determined the customers concerns are pertaining to their account billing after recent account changes.

T-Mobile records indicate in August 2025, two new voice lines of service and two new Mobile Internet lines of service were added to the account. In addition, two ******* tablets and two Apple handsets were purchased on T-Mobiles Equipment Installment Plan (EIP) wherein the customer agreed to monthly installments for the equipment. With these additions, the rate plan for the voice lines on the account were updated. Further, the ******* and Apple handsets each qualified for promotions which provide a monthly Recurring Device Credit to offset some or all of the monthly cost of each device. Additionally, one Mobile Internet line qualified for a promotion that provides a 50% discount on that line of service.

T-Mobile contacted the customer on October 23, 2025, and advised them of the above information. We are pleased to report we reached an amicable resolution to the customers concerns. Additionally, we provided the customer our contact information should they have any additional questions regarding this matter. T-Mobile regrets any inconvenience to our customer.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

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

Customer Answer
Date: 11/17/2025
My issue with ******** has been resolved (Case ID Number *********.
Initial Complaint
Date:10/13/2025
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.
Subject: Complaint Regarding ***************** Flip 5 and ******************** ResponsesI am writing to express my frustration regarding ongoing issues with my ******* Flip 5 phone and the lack of consistent assistance Ive received at multiple T-Mobile stores.I have visited several different T-Mobile locations seeking help with my Flip 5, which has developed a screen defect. Each store has provided me with a different answer, leaving me without a clear or effective solution. The phone, which is now fully paid off, was recently declined for trade-in because of the damage damage that appears to be the result of a manufacturer defect. Please note, that the employee attempted to tell me that I damaged the phone, he implied that I took the screen off, which I informed that I had never tried because I knew that if I did that, it would void the warranty. I was very offended that in order to justify them not taking the phone back, they tried to put the blame on me and the manager never came out. This is the second ******* flip phone Ive owned, and both have experienced the same issue: the screen begins to lift or separate, making it impossible to use the keyboard or scan features properly. I have spoken with other customers who have encountered this same problem, suggesting this is a common manufacturing defect rather than user damage.I am requesting that T-Mobile either repair or replace my device at no additional cost or allow me to trade it in toward a new phone despite the defect. I have been a loyal customer, and I hope this matter can be resolved promptly and fairly.Please let me know how T-Mobile intends to address this issue. I can be reached at [your phone number] or [your email address] at your earliest convenience.Sincerely,******** ****
Business Response
Date: 10/24/2025
October 24, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 24009370

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated October 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 device concerns.

T-Mobile records confirm our customer took advantage of our Equipment Installment Plan (EIP) and purchased a ******* ZFLIP 5 and agreed to 24 monthly installments. Please be advised that all new T-Mobile devices come with a limited one-year manufacturers warranty. Customers also have the option to subscribe to T-Mobiles device protection plan provided by Assurant, Protection 360, during a qualifying event such as the purchase of a new device. Our records confirm our customers subscribe to Protection 360 Tier 5 on their mobile number.

For general troubleshooting and malfunctions covered by the limited warranty, Protection 360 customers may contact T-Mobile directly at **************. For any issues not covered by the limited warranty our customer may discuss replacement or repair options by contacting Assurant directly toll free at ************** or visit ****************************; Customers may also find more information and file a claim with Assurant via the ************** website. Please note,AppleCare/AppleCare+ customers may explore support options by contacting ***** at ************** or visiting ***************************************.

After careful review in October 2025, the customer spoke with ************* and expressed concerns with the replacement options being provided. The customer requested to take advantage of a promotion but had concerns due to them being advised the phone had damage. Our records show the customer was referred to ******* or Assurant for replacement options.

On October 21, 2025,our office contacted the customer to discuss their concerns. We are currently working with the customer towards a resolution. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

******* *******
Executive Response
Initial Complaint
Date:10/13/2025
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.
The company has been charging me for Protextion 360 on two devices for the length of the devices each month for something ai did not ask for nor agree to. They continued a protection plan from a previous phone and just continued on with it to an entirely different phone. I already have the same protection that I have been paying for through ***** the company I have bought one of the devices from why would I then pay again with them for the same thing I already have. When I complained I was told it would be removed and credited and I would be called on the Monday after September 19th. I was never called, was lied to, they refuse to pull the recorded call as proof only for feedback. And despite cancelling the plan they then reinstated it for this month again without my knowledge or consent. This is not the first billing issue they have made on my account. Previously they continued to charge me installments for an already paid off phone and had to credit me then as well. Now they refuse to credit anyone but will gladly take money from them.
Business Response
Date: 10/27/2025

October 27, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 24007366

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated October 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 billing dispute.

Our review confirms that the customer subscribed to the optional Protection 360 feature on two lines between December 27, 2022, and September 12, 2025, and was reinstated on September 12, 2025, through October 12, 2025. Our review was unable to substantiate any offers of credits to be applied towards previously billed charges association with the optional feature subscriptions. As of the date of this response, optional protection has been removed,and the accounts current features are accurate.

On October 16, 2025,our office contacted our customer and addressed their concerns. We confirmed that the account is set up accurately and accordingly to their request. 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:10/12/2025
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 called in because suddenly I am unable to use my bank account after using it for years to pay my bill. When I called in to find out why, it was because a payment was returned, but another payment was taken out at the same time.I was told by the representative that this could be corrected and would be corrected. I was then told that I was lied to and it could not be corrected.I spoke to a supervisor. She was rude and condescending to me. She could not explain why my account was blocked for 30 days, but a payment was on autopay to come out before that 30 days was up. T-mobile's policies are not followed by their own systems.I asked to speak to a supervisor above this girl and was told no. They don't have anyone for me to speak to and they will call me within a few business days. She then told me, "since your phone is set to be turned off, HOPEFULLY THEY CAN REACH YOU."It's been multiple days and nobody has reached ******* suddenly I'm having issues with my internet and had to start a new line of internet service because you won't allow me to replace my current modem under my current plan. I'm not your employee. I don't know how to use your app you require me to use. I feel like the supervisor altered my account.Unacceptable behavior. I had to go pay and extra $5 fee to pay in ********** are my fees that T-mobile now owes me:Lied to by representative: $150Lied to by supervisor: $225Not contacted by tier above: $325Having to use the app to take care of what I need because you require me to: $250I am expecting my fees to be paid in full IN CASH IN PERSON like I was required to do. I also want a handwritten letter of apology from the supervisor I spoke to.I have never been treated so rudely by a company I pay thousands of dollars a year to. I'll be searching for a better company to take my 7 devices to.
Business Response
Date: 10/21/2025

October 21, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 24005156

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated October 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 temporary payment method restriction, and a customer service experience.

In September of 2025, our customer remitted a payment via their checking account. However, in October of 2025, the payment was returned to T-Mobile as unpaid by the customers financial institution. Please note, pursuant to T-Mobile policy, if a payment is returned as unpaid, the customers ability to use the same payment method may be temporarily restricted for 30 days. Multiple returned payments using the same method can result in a permanent restriction from using that payment type.

In October 2025, our customer contacted ************* after attempting to resubmit the previously returned payment from their checking account but was unable to complete the transaction. ************* explained the ****** restriction on using the same payment method. Our customer was advised they could make a payment using an alternative method, such as a debit card, credit card, or cash at a retail store. Our records confirm the customer subsequently remitted the payment in cash at a T-Mobile retail location.

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

Our office contacted our customer on October 21, 2025, regarding the above findings. To amicably resolve this matter a one-time credit was applied to our customers account, which updated their balance due to zero.

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:10/12/2025
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.
Phone up grades iPhone 15pro maxiPhone 13pro max **** to trade in my phones for upgrades and found the one phone was being asked for a down payment totaling more then what the phone cost with the trade in value. The other phone was told they will apply the down payment to my bill just to give me -$11 credit back to me each month. **************** says there is nothing they can do. 6 years of non stop problems and having to have these issues resolved every year over the coarse of a month + rather than just being able to click a button and place an order.
Business Response
Date: 10/26/2025

October 26, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 24005155

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated October 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 pertaining to our yearly upgrade program.

The Yearly Upgrade feature allows customers to upgrade their device every year, ensuring they have access to the newest technology and features. This feature is particularly beneficial for customers who prefer to stay current with the latest advancements in mobile devices with the freedom to upgrade every year, have their existing EIP credited, and stack with an eligible phone promotion when they trade in their existing phone. Please note that the Yearly Upgrade benefit applies to eligible rate plans. Customers must meet certain requirements to take advantage of the Yearly Upgrade benefit.

Our customer attempted to take advantage of our Equipment Installment Plan (EIP) for a Yearly Upgrade but was directed to complete a standard upgrade instead. After a detailed review, T-Mobile confirmed that the customer's Apple iPhone 15 Pro Max is fully paid off, and since there is no active EIP balance to clear, the Yearly Upgrade option is not available. T-Mobile was unable to verify that a down payment would be required when completing an order with a trade-in. Additionally, the trade-in of the Apple iPhone 13 Pro Max for a new Apple iPhone 17 Pro Max was successfully completed through the Yearly Upgrade program.

On October 26, 2025, our office contacted the customer and addressed their concerns. T-Mobile continues to work with our customer to reach an amicable resolution. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

***** ******
Executive Response
Initial Complaint
Date:10/10/2025
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 was offered a free phone from a migration promotion. I cancelled my order on August 26th because they were going to charge me for my old phone and I couldn't pay both . I was told I would receive a refund for the cancelled order once the device was received in their warehouse. I was told they received the device on Sept 11th and they had to cancel the order on Sept 15th. I was told I'd receive my refund for $74.80 in ***** business days. I have called T-Mobile almost every single day since Sept 15th only to be told the same thing from other representatives and supervisors that there was a problem scanning the device or there was a discrepancy with a representative not filling out something correctly on my claim that would push my refund back a few more days. I have encountered this type of runaround almost every day since Sept 15th and it's frustrating when I'm only trying to have the money I'm due refunded back to me when I never had the device in my possession that they have back in there's. I have made many attempts to communicate with T-Mobile to resolve this dispute and have been unsuccessful everytime. It's frustrating when it's obvious that their intentions are to ignore my request to the point of me simply giving up... I have no other recourse that's why I'm asking the BBB for their help in me no longer having to engage in this unfair treatment and practice of a customer and consumer that has been unsuccessful for just trying to recover the $74.80 I'm owed even in the words of the many representatives and supervisors I've had to speak with almost daily. All I'm asking for is the $74.80 returned to my debit card for the device I never received that they have in their warehouse. I thank you BBB for your help and hopefully it'll prevent another customer and consumer from being unfairly treated for simply requesting their refund be returned. Thank you very much!
Business Response
Date: 10/23/2025

October 23, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 24002287

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated October 10, 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.

Our records confirm the customer activated their account in August of 2025, and had start up costs due at the time of activation. It should be noted that our customer cancelled the account during our buyers remorse period, and as such qualified for a refund of their upfront costs. Please be advised, T-Mobile records indicate that full upfront costs were refunded to the original method of payment on the date of cancellation. However, our customer has indicated they did not receive this refund to their financial institution.

On October 22, 2025, our office contacted the customer, and in an effort to amicably resolve their concerns, issued a refund equal to the up-front activation costs to the bank account provided by the customer. Additionally, we provided them with our contact information should they have any additional questions regarding this matter. Please note our customers account remains cancelled with a zero balance.

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: 10/24/2025

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:10/10/2025
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.
We signed up with t-mobile and were quoted $186 per month along with $600 of ***** club gift cards. They told us the first month bill will be low ($25) and then the second month will be higher ($309) to adjust for credits. However, we have been billed $309 every month since. I have reached out to them to correct this multiple times. I went to multiple stores in the area, they said to come back when the manager was there. I came back and they said to visit another store. I went there as well. They said they can't do anything in person and to call their customer care line. I called them and they tried to set up a completely new deal for $210 instead. I said no, I wanted the original deal I was quoted. They gave me a one-time credit of $60 and said to reach out to the person that set up the deal. He told me to take the deal temporarily while he "reached out to higher ***** Nobody ever reached out or contacted us again. I texted him to see what the update was and he said he could now no longer help since I got set up with a new deal, (I never set up the new deal because I had a feeling they were going to do this). I also only received $260 of the ***** club gift cards.
Business Response
Date: 10/20/2025
October 20,2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23999821

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated October 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 their monthly recurring charges and a **** club rebate offer.

After further review of this matter, our office confirmed that our customer activated T-Mobile services and has five lines of service, which are subscribing to the agreed upon rate plan. Additionally, our customer took advantage of our Equipment Installment Plan (EIP) with the purchase of four handsets, of which three qualified for a promotion for to $830.00 off each device via Recurring Device Credits (RDC).

At the time of activation, T-Mobile offered the ***** Club Member Benefit Promos,providing select, qualifying ***** Club customers, a **** Club eGift Card sent via SMS of up to $150.00 with a new voice line activation on an eligible plan and a device purchase on EIP per line. In addition, ***** Club Plus members received an additional $60.00 for a promotion total of $210.00.

Additionally,T-Mobile offered the ***** Club Member Benefit Promos providing select, qualifying ***** Club customers, a **** Club eGift Card sent via SMS of up to $50.00 with a per line. Our records confirm that in February 2025, a submission for one line was filed and approved for $150.00,wherein a **** Club eGift Card was sent via SMS. In addition, in May 2025 two submissions were filed and approved, wherein two **** Club eGift Cards were sent via SMS, one for $60.00 and one for $50.00. It is important to note that T-Mobile did not receive any additional submissions for any additional lines.

In June 2025, the customer contacted our ************* team to inquire about their monthly recurring charges. During the interaction, our ************* provided the requested information and proactively recommended a plan change that could reduce the customer's expected monthly charges. However, the customer declined to make any changes at that time.

On October *******, 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 Response
Initial Complaint
Date:10/10/2025
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 contacted T-Mobile yesterday because my services were set to be suspended and spoke to *** and was lied to me. She told me that if I paid $214 before noon that my and my services were suspended. I woke up this morning to no service and contacted them very upset and they refused to listen to the recording said that the conversation never happened and told me I had no choice but to pay 457 which caused me a hardship and I had to take the money from my rent which will now cause me to be in a worse situation. I drive for a living and needed to have phone connection in order to make the money to pay. They also are now adding a restoration fee for the suspended services after they told me this would not happen if $100 more. I am so upset with the way I was treated and feel they caused more of a hardship on my end.
Business Response
Date: 10/20/2025

October 20, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23998715

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated October 10, 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. Therefore, we 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. In reviewing this matter, the customers concerns are pertaining to a restore fee.

A review of the account confirms the customers payment that was not received on time. T-Mobile provided the customer with calls, text messages and a billing notification providing the payment due date. As payment was not received timely, T-Mobile suspended the accounts ability to place outbound calls. As stated in our policy, if we suspend a customers service and then later reinstate it, a fee may be assessed. Therefore, when the customer remitted a payment, the account was restored, the account was assessed a restore from suspension fee of $20.00 per line of service plus applicable taxes, for up to three lines.

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

Should the customer have any further concerns regarding this matter, they may contact our office directly at the contact information provided to them.

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,

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

******** Derrick
Executive Response

Customer Answer
Date: 10/21/2025

Complaint: 23998715

I am rejecting this response because a review needs to be made and the recording from my conversation when I called needed to be listened to. They refused to pull the recording this is incorrect and this is a lie. I was informed that my services would not be disconnected as long as I called back the next day as promised and paid 215. I woke up in the day they told me to call and my services were cut off and I had to come up with 457 instead of 215 for there mistake and now I have restorations fees for there error. They are stealing money from people and feeding them lies and this is not okay.

Sincerely,

****** *********
Business Response
Date: 10/28/2025
October 28, 2025

FILED ELECTRONICALLY

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

            Re:      ****** *********
                        Your File No. 23998715
                        T-Mobile Account No. *********

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated October 24, 2025,regarding the above-referenced account. Please be advised that we have made attempts to contact ****** *********, which have proven unsuccessful. As such, T-Mobile will make every effort to address ****** ********* concerns within this letter.

T-Mobile regrets any continued concerns ****** ********* may have regarding the account,and we appreciate the opportunity to respond to this matter. On September 10, 2025, payment arrangements were made with ****** ********* for their outstanding balance. ****** ********* agreed to remit a payment on September 24, 2025, for $289.20, and on October ******, for $289.21. Please note if a customer defaults on a payment arrangement that has been agreed to, then collection activity automatically resumes on the account. This means the account may be suspended,cancelled or assigned to a third-party collection agency. Additionally, customers are advised at the time of setting up a payment arrangement, that pursuant to T-Mobile policy,once the payment arrangement is agreed upon and saved into T-Mobiles billing system, the payment arrangement is not eligible to be deleted or changed.

The billing statement dated September 15, 2025, reflected a balance of $965.42. This balance consisted of a past due balance of $578.41, and new charges of $387.01 for rate plan charges, equipment, added features and a late fee.

On September 28, 2025, as payment was not remitted on September 24, 2025, as agreed upon and the account was past due, T-Mobile suspended the accounts ability to place outbound calls. Pursuant to T-Mobile policy, customers may be suspended at any time when payment in full is not received by the payment due date and/or a payment arrangement is not on file for the account. As stated in our policy, if we suspend a customers service and then later reinstate it, a restore from suspend fee may be assessed of $20.00 plus applicable tax per line of service per instance for up to three lines of service. Customers are welcome to review potential impacts to their T-Mobile bill online at ******************************************************************.

On September 29, 2025, ****** ********* remitted a payment of $151.12, reducing the account balance to $814.30, and restoring services. Pursuant to T-Mobile policy, three restore from suspend fees totaling $70.56 were assessed to the account, updating the balance to $884.86. Additionally, ****** ********* set up a payment arrangement, wherein they agreed to remit a payment of $248.92 on October 6, 2025, and $248.93 on October 7, 2025.

On October 9, 2025, ****** ********* contacted T-Mobile to advise they were unable to make the agreed upon payment. At that time, ****** ********* was advised of the payment arrangement policy mentioned above and as such, a new payment arrangement was not available.

On October 10, 2025, as payment was not remitted on October 7, 2025, as agreed upon and the account was past due, T-Mobile suspended the accounts ability to place outbound calls. On October 10, 2025, ****** ********* remitted a payment of $427.29 to restore services and reduced the balance to $457.57. Additionally, the account was assessed three restore from suspend fees totaling $70.89, updating the balance to $528.46.

The billing statement dated October 15, 2025, reflected a balance of $925.75. This balance consisted of a past due balance of $528.46, and new charges of $397.29 for the rate plan charges, equipment, added features and a late fee.

It is important to note that T-Mobile may record customer calls at random to ensure we are providing quality service, and not as a record of customer interaction. As these recordings are done at random, not all conversations between T-Mobile and our customers are recorded. Furthermore, calls that may be recorded are only available for a short time for review and are purged from T-Mobiles saved recordings after a short period. However, please be advised that if T-Mobile is served with a lawfully issued or court ordered subpoena for records, we have a legal duty to respond and produce those records. T-Mobile takes account security very seriously and absent a court ordered subpoena, no account records will be released. For any legal document requests related to this matter, please forward a subpoena or court order for the records to Legal and ************************ at ********************************* or via facsimile at ************.

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

T-Mobile would like the opportunity to speak with ****** ********* to confirm their concerns have been resolved to their satisfaction. Should ****** ********* wish to discuss their account, they may contact our office at the number listed 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,

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

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

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