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
- 4,574 total complaints in the last 3 years.
- 1,219 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:07/13/2025
Type:Product 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.
The beginning of June I tried to switch my line over to ******** I purchased a phone and for 2 days they tried to get my line transfered. They were not able to transfer my line. I returned the phone and they said they would refund my money less a restocking fee. It has been over a month and they keep giving me the run around and have not returned my money. I want my money refunded.Business Response
Date: 07/22/2025
July 22, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re: Your File Number: 23593106
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 13, 2025,regarding the account referenced in the above-mentioned file number. Please be advised we have made multiple attempts to reach the customer, which have proven unsuccessful
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to a refund request.
**************** confirm that the customer activated two new lines to their existing T-Mobile account. At the time of activation, the customer was unable to complete a port-in from their current service provider successfully. In addition, T-Mobile records confirm the customer took advantage of our Equipment Installment Plan (EIP) with the purchase of one handset, accessories, and one SyncUP Tracker,wherein an agreement was entered for monthly installments for their purchases. At the time of this purchase, the customer was required to remit a down payment, plus applicable taxes and fees.
T-Mobiles return policy allows customers to return devices and receive a refund if they decide to change their mind within the designated return window. For purchases made in T-Mobile retail stores,devices must be returned within 14 days of the purchase date. Please note that restocking fees may apply to returned or exchanged devices. These fees are deducted from the refund amount and are intended to cover the costs associated with processing returns and managing inventory.
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 retail location and ************* Team.
According to ********* records, the two new lines of service the customer activated remain active. The customer successfully returned their handset, accessories, and SyncUP Tracker to the retail location one day after account activation. Once returned devices and accessories are received, refunds are generally issued to the original form of payment.
Regretfully, our office was unable to reach the customer to discuss the specifics of their refund with T-Mobile. T-Mobile would like the opportunity to speak with our customer and address their concerns. We request our customer contact our office directly at the contact information provided in our contact attempts. 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:07/13/2025
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.
Dear ********** sign for three line for $130.00 a month few years ago now my monthly bill has been increased to $145.00 without any notice or explanation, I have been calling T-Mobile customer service but unable get any answer every time I call I get different story but no solution, they promised they will fix it but nothing get solved. Actually I am little tied calling T-Mobile every month but no result best regards,********** ****Business Response
Date: 07/24/2025
July 24, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re: Your File Number: 23592723
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 13, 2025,regarding the account referenced in the above-mentioned file number. In reviewing this matter, the customers concerns are pertaining to an increase in their monthly charges.
After a thorough review, T-Mobile confirmed that the account has three voice lines subscribed to our Magenta Max rate plan for $150.00 per month, and $35.00 per month for the third line of service. The account is also enrolled in ******* and receives a monthly discount of $5.00 per line. Additionally, our records show that the account is currently enrolled in the Line Discount (ID230228) promotion,which provides a monthly credit covering the full cost of the third line of service, effectively making it free. The account was also enrolled in the T-Mobile Work Perks discount,which provided a $10.00 monthly discount toward the monthly rate plan charges of $150.00. However, on March 26, 2025, the T-Mobile Work Perks discount was removed from the account as it is not combinable with the Line Discount (ID230228) promotion.
On July 15, 2025,our office contacted our customer, and we were able to come to amicable resolution. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Very truly yours,
*****************
******* *****
Executive ResponseInitial Complaint
Date:07/12/2025
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.
In November 2024, I saw an offer for trade-in that showed in my T-Mobile App. I went through it on the chat with an agent for detailing it. I got both offers: Offer 1. $800 OFF on a Pixel 9 Pro, trade-in accepted any device in any condition, so I offered a iPhone 8 Plus I had. It was fully working but had a crack on the screen. I even took a picture of it and sent on the chat, the agent said it was ok because that deal accept any device in any condition. Offer 2. $ 415 OFF on iPhone 16 Pro, trade-in was an iPhone 11. On the chat, the agent detailed me everything, including how much the impact of each deal should be on my account. Deal 1 should impact $ 9.17 while deal 2 should impact $ *****. So I approved the deal.Received both new phones and went to a T-Mobile store to drop the trade-ins. Over there I was informed he couldn't accept the devices, I told him about the deal , he searched for it and told me the Deal #1 was offered in error and was not available for my profile and I should solve it on the phone.After one week trying to solve it over the phone, with no resolution, I decided to go to another T-Mobile store. Over there I contacted the store manager ******* ********. Explained him the whole situation, showed him the chat and sent him some screen shots. He said my case needed to be escalated. So I dropped the devices to him he said will send them to the warehouse and deal with the issue and the effects should appear on my next 2 bills maximum.After 2 bills with no changes, I went back to the store. ******* wasn't working there anymore, so I talked to ***** Marquez *******. Again, explained all the situation on details, he said would talk to ******* and take care of my case.Waited one month, no changes. I went back to the store, ***** wasn't working there anymore so this time I talked to Naysheen *******. Went through the whole story again, she said she would take care of it. Now, I can't contact her anymore, I assume she is not working there anymore.Business Response
Date: 07/22/2025
July 22, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re: Your File Number: 23589873
To Whom It May Concern:
******************(T-Mobile) is in receipt of your correspondence dated July 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 conflicting information around device promotions on their account. T-Mobile investigated their concerns accordingly.
After a thorough review,T-Mobile confirmed that our customer took advantage of our Equipment Installment Plan with the purchase of two handsets. T-Mobile has verified that all device promotions the account qualified for have been successfully applied to the account and are reflective in the monthly recurring cost of service, in turn reducing the overall cost of the device to the promotional rate.
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 retail location and ************* team.
T-Mobile contacted the customer on July 21, 2025, and discussed their concerns. T-Mobile 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 ResponseInitial Complaint
Date:07/11/2025
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.
On6/16/25 I ported both phone numbers for my Tmobile account to a new carrier. My ******** account had 2 phone lines and another line for a watch. After transferring the 2 phones I tried to check the internet for my account status but was denied access. Tmobile immediately stops access on the internet when you stop service. Since the watch line operates while linked to your phone I assumed it was also canceled. I received a paper bill in the mail 7/10/25 which showed a credit that was reduced by a charge of $12 for the watch line that was still open. I called Tmobile and was informed by their customer service that I should have called to cancel the line and that since my billing start date was July 1st I would still be charged until August 1st. For another billing cycle. The agent even admitted that the line is not operational without a phone number linked to it so I am paying $12 for a service that is not even available to me to use. She also informed me that I caused the problem. I have been customer of ********************** for at least 20 of the last 30 years and would have most likely eventually moved my service back. If Tmobile chooses to lose an almost lifetime customer because they want to steal $12 for a service they cannot provide and should have cancelled then they have succeeded.Business Response
Date: 07/21/2025
July 21, 2025
FILED ELECTRONICALLY
Better Business Bureau
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RE: File Number: 23589074
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated July 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 to this matter. In reviewing this matter, the customers concerns are pertaining to their final billing statement after the port out of their service.
After thorough review T-Mobile records confirms in June 2025, the customer ported out some of their mobile numbers to another service provider. The arrangement to transfer the lines of service was made directly with the customers new ********************** service provider and not with T-Mobile whose only involvement in this transaction was to cancel the lines of service after the customers new ********************** service provider took control of it.
T-Mobile shows no record of cancellation request as such, one line remained active, and billing continued as normal based on the rate plan the line was subscribed to. Thereafter, the customer contacted our ************* team and requested the remaining line be canceled. The line was set as a future dated cancelation to go into effect on August 1, 2025.
T-Mobile contacted the customer on July 15, 2025, and apprised them of the above information and addressed their concerns, and applied credit to the account. Please be advised the customers concerns have been resolved to their satisfaction.
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: 07/21/2025
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:07/11/2025
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.
I recently switched From t-***** to another cell phone providers. When I switched my number to a new phone all access to my T-Mobil account online has been restricted. I cannot access my bill and I cannot get ahold of a representative. When I call the ***** for T-mobile I need an access pin to talk to a representative that I can only get by logging into my t-Mobil account which I cannot login to bc my account access is restricted. I see that I am being billed $7 a month for a watch plan that I never signed up for-never wanted or needed or ever used it. I want to cancel this wearable data plan but I cannot and. I cannot access T-Mobil to talk to anyone. I also want to be reimbursed for the months I was unknowingly charged for this watch plan that I never used or signed up for.Business Response
Date: 07/21/2025
July 21, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re:Your File Number: 23587683
To Whom It May Concern:
T-Mobile ********* (T-Mobile) is in receipt of your correspondence dated July 11, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer may have experienced regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to a cancellation request.
In June of 2025, our customer ported five of the voice lines from their T-Mobile account, leaving the one watch lines active with T-Mobile. Porting is the process of transferring a phone number from one service provider to another. Upon completing the port, the phone number is automatically cancelled with the previous service provider. T-Mobile, whose only involvement in this transaction was to cancel the lines of service after our customers new ********************** service provider took control of it. In reviewing our records, T-Mobile did not receive a request to cancel the remaining line of service on the account.
Regretfully, our office was unable to reach the customer to discuss the specifics of their dispute
with T-Mobile. T-Mobile would like the opportunity to speak with our customer to address their
concerns. We request our customer contact our office directly at the contact information provided in our contact attempts. 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 ResponseInitial Complaint
Date:07/11/2025
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.
I went to the T-Mobile booth inside of **** Club to add a family member to my plan.I had a free line, and the intention was to put the third ****** on the free line. My Bill before going in to T-Mobile was $123 a month. My Bill after going in is $243.. Clearly, this was not a free line. Nothing was supposed to change with the pricing of my phone plan.When I was in the store, I was told this would take approximately five minutes to set up. It took about an hour and a half to get set up. There are all kinds of things that added to my plan that I did not sign up for, nor did I sign up to pay more every month.I called as soon as I got my first Bill, and was assured that someone would get back to me within 7 to 10 days. It is now been way beyond 7 to 10 days and my Bill is still $243, Which I am not going to pay.I would like my Bill and my plan changed back to what it was with the additional free line for the third ******.I did not agree to pay almost double just to add a third line to my account.Business Response
Date: 07/24/2025
July 24, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re: Your File Number: 23586722
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 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 an increase in the monthly recurring charges.
T-Mobile records indicate that the customer added a line to their account via a Change of Responsibility. It should be noted that prior to the addition of the line, the account was subscribed to a rate plan that is no longer offered by T-Mobile and to accommodate the newly activated line,the account was updated to a newer rate plan. Additionally, we are unable to substantiate that the account previously received a free line discount and as a result, the newly added line was billed as normal and with the changes mentioned above, the accounts monthly recurring charges were increased.
On July 15, 2025,our office contacted the customer to discuss the matter. Our office was able to mutually resolve the customers concerns to their satisfaction. 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: 07/25/2025
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:07/11/2025
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.
I would like my bill to be zeroed out or written off to a zero balance. I started and immediately cancelled services with T-Mobile because of coverage issues. I have spent over *************************************************************************** they made a lot of mistakes, and I believe they intentionally make it frustrating to resolve billing disputes and the intentionally make it difficult to cancel services. On average each call to customer service took over 45 minutes with lots of frustrating "script reading" disclaimer messages and transferring to "a manger" after 30 minutes of "looking into it". I just want a zero balance and for T-Mobile to leave me alone after trying their services and finding their coverage unacceptable for my family. They do not have good coverage of the ***************** campus where my daughter is attending college, so we were unable to switch to them from *******. We switched one line, my daughters, and also had trouble porting the number back to ******* afterword. We had trouble cancelling the account. I have had trouble with "authenticating" my account because the sales associate at the store made a pin for the account that I was not given. Also I cancelled the primary T-Mobile line and had no way to receive their text messages to "authenticate" my account. For the trouble and hours of frustration I just want them to zero out my bill and leave me alone, which after a 45 minute phone call today (7/10/25) they still refuse to do. I had approximately 10 phone calls with customer support and was transferred on average 3 times to different level associates. I encourage all of those calls to be reviewed as I believe this is intentional, deceptive and harmful to consumers.Business Response
Date: 07/18/2025
July 18, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re: Your File Number: 23585053
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 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 their cancel attempts and subsequent charges.
******** has reviewed the account and confirms that in April of 2025, the PIN was updated following verification in a retail location. During this same month, ************* assisted the customer with a temporary port-out PIN to allow a transfer to a new carrier and a request was received to cancel the remaining lines of service. T-Mobile confirmed a cancellation was set, and the charges would be adjusted; however, there were varying cancel dates, and one line was left active on the account. As a result, the account was ultimately canceled for non-payment as of May 2025. In July, ************* provided a partial credit towards the service charges in an attempt to resolve the customers concerns.
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 retail location and *************.
On July 16, 2025, T-Mobile contacted the customer and resolved the remaining balance per our review. 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:07/11/2025
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.
We switched all four of our primary lines over from t-mobile to ******* back in April.Unbeknownst to me their were still a couple lines on our tmobile account after this transition, due toa tmobile employee previously adding them to our account without our understanding.When we switched over to ******** right after our numbers ported over then tmobile shut off access to our tmobile login so that we could not access or view my tmobile account so I figured we were good to go and all lines from tmobile were canceled or ported over but I had no way to verify this.Soon after, tmobile starts sending us bills for numbers that we were not even aware existed on the acccount, and had not even been using at all.I called tmobile to get this squared away but we literally got the run around. Tmobile support sent us to get it fixed in the store, so we went to the store only to be told that tmobile support had to finalize the cancelation. I called tmobile support only to get sent back to the store and finally get it squared away, or so we thought.I just recieved another bill from tmobile for $7, and another bill from a collections agency.I am so confused as to what is going on and I have spent so much time dealing with this issue that it makes me never want to support tmobile again.Please cancel and refund all charges posted after we ported out the 4 main lines on our account.I have been getting nothing but runarounds and I am tired of trying to figure out what we need to do next, so here I am.TMobile, please do the right thing and close out our account as of the day we ported over our lines to ******** and issue us any refunds for bills posted and paid after this date.Thank youBusiness Response
Date: 07/21/2025
July 21, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re:Your File Number: 23585052
To Whom It May Concern:
T-Mobile ********. (T-Mobile) is in receipt of your correspondence dated July 11, 2025, regarding the account referenced in the above-mentioned file number. Please be advised we have made attempts to contact our customer, which have proven unsuccessful.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to a balance owed following the transfer of some of the lines on their T-Mobile account and the account being referred to a third-party collection agency.
After thorough review, T-Mobile records reflect the customer cancelled two of their active lines via port out to a new service provider. The arrangement to transfer the line of service was made directly with the customers new ********************** service provider and not with T-Mobile whose only involvement in this transaction was to cancel the line of service after the customers new ********************** service provider took control of it. Regrettably, T-Mobile did not receive a request to cancel the remaining lines of service, as such the lines continued to be billed out in accordance to their subscribed rate plan. As no payment was remitted the account was cancelled due to non-payment and referred to an outside collection agency. It is T-Mobiles position that these charges are valid and owed.
Should our customers wish to discuss this matter further we kindly request they contact us at the contact information 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,
******************
***** Peters
Executive ResponseInitial Complaint
Date:07/11/2025
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.
On June 15th I decided to port in 3 of my childrens lines from ******* after speaking with T-Mobile and getting them to run the numbers as far as how much my bill would be to add the lines and I would still be under $300 for 6 lines. Ive had this service for a long time and on a grandfathererd in rate o suppose you could say. Much cheaper than what it is now. Everything went great till July 9th the new billing cycle day when all of my phone lines all of a sudden stopped working and my entire account seemed to had gotten cancelled and no one knows how or why and this is only a couple days after they had just paid out $800 credit to one of the lines and a $709 credit to the other line for paying off their phones for switching. Now I have no answers and no access to nothing. Im traveling till the 14th and this is a total mess and so stressful! Make it make sense how it happens I want all my perks back. Or I would never had brought on all these lines to begin with from another company after speaking so highly of this company now Im starting to wonder if this happens to others that have had the good plans and then they get canceled so they can play dumb and start them all over on higher rates with nothing to offer them? I want everything I had back at the price I had! Thats it!Business Response
Date: 07/18/2025
July 18, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
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Re:Your File Number: 23584997
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated July 11, 2025, regarding the account referenced in the above-mentioned file number. Please be advised we have made attempts to contact our customer, which have proven unsuccessful.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to their month recurring charges after adding new lines to their account, and loss of service.
T-Mobile records indicate that our customer activated three voice lines and one tablet line to an existing account. Please be advised that our customers rate plan has not changed with the addition of the three new voice lines and all the lines are charged an add a line fee. It is important to note that the tablet line has its own separate rate plan that is added to their monthly recurring charges. T-Mobile records confirm that our customer was eligible for our Keep and Switch program, in which they would receive up to an $800.00 reimbursement for the two of the new voice lines, which were confirmed as received. Our records confirm that the customer contacted ************* to cancel one voice line. However, the entire account was cancelled. Please note that the lines the customer wished to keep active have since been reactivated and are currently active.
Should our customer like to discuss this matter further they can contact me directly with the contact information that was 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,
******************
** *******
Executive ResponseCustomer Answer
Date: 07/18/2025
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.
I had went into the store and will know by next billing cycle if all my old discounts were put back into effect as they said they did while I was at the store. Thank you for your assistance.
Sincerely,
******* *********Initial Complaint
Date:07/10/2025
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.
I did an upgrade on my phone and was advised to ship my old phone back via prepaid shipping label that was provided, which I did. I dropped the phone off on May 6th, but package has not moved from location. I called *** and tried to file a lost package claim as I was advised to do but was told the shipper had to do it which in this case is ********** I have called multiple times when I get the text from them saying they had not gotten phone back and to tell them that phone has already been dropped off and no longer in my procession. They assured me more than once that my credit would not be removed from my account but now it has been. They did to file a lost package claim with *** and get paid for there phone and put my credit back on my account as I have done what I was supposed to do.Business Response
Date: 07/22/2025
July 22, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re: Your File Number: 23579803
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 9, 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 promotion.
T-Mobile records reflect that the customer took advantage of an Equipment Installment Plan (***) with the purchase of an Apple device, which was to be paid via 24 monthly installments. At the time of purchase, the customer agreed to trade in an Apple device and as a result, the *** above was enrolled in the *****: $830 off with Trade on Experience More or Go5G Plus (Apple Trade ********* promotion and was scheduled to receive Recurring Device Credits (RDC) for the term of the ***, while maintaining eligibility. However, T-Mobile records reflect that the trade-in device was not received at the trade-in center and as a result, the *** was unenrolled from the promotion, and the customer was notified that they remain financially responsible for the *** associated with the newly purchased Apple device.
On July 11, 2025, our office contacted the customer to apprise them of our findings, and we reached 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 Response
Sprint Now Part of T-Mobile is NOT a BBB Accredited Business.
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