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 Find Local Branches.

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• 

  Sprint Now Part of T-Mobile

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  Sprint Now Part of T-Mobile

  PO Box 5040 Charleston, IL 61920-5040

• 

  Sprint Now Part of T-Mobile

  12395 Pembroke Rd # 2 Pembroke Pines, FL 33025-1723

• 

  Sprint Now Part of T-Mobile

  3796 W Hillsboro Blvd Deerfield Beach, FL 33442-9412

• 

  Sprint PCS Center

  3801 Union Road Buffalo, NY 14225

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:09/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against T-Mobile for ***eated mis***resentation and failure to correct billing errors despite multiple *********** wife, ********* ****, and I opened an account with T-Mobile on a D-Line plan. We were promised bills of $170/month plus warranty, taxes, and subscriptions, totaling around $225. Instead, our bills have been inconsistentsometimes $205, sometimes $250, and recently as high as $327. The $327 charge included a $60 activation fee, even though I was told multiple times this would be waived.Each month, when I called to correct the issue, T-Mobile ***resentatives told me the error would be fixed on the next bill. But the next bill was always wrong again. On August 28, I was told my bill would be corrected to $170 and that the activation fee would be waived. I agreed and was instructed to wait for the system to update before paying $253. When it didnt update, I called back, only to be told there were no notes and that the activation fee could not be waived, only credited later. This cycle has ***eated for months.Five days later, I spoke with a ***resentative named *****, who was professional and assured me again that the $60 fee would be waived and credited. She convinced us to stay with T-Mobile. But when ***** was out sick, another *** confirmed the same numbers but refused to waive the fee. I was forced to pay the $327, which included the activation fee that was never credited back.This is a clear pattern of false promises and deceptive practices. I have documentation and recordings of these conversations. I am requesting that T-Mobile refund the $60 activation fee immediately, correct my account to the originally promised pricing, and provide assurance that billing will be accurate moving forward. If not resolved, I am p***ared to pursue small claims court and other legal remedies.I do not believe i should pay the last two payments for the fraudulent mis***resentation and charges on my account.

  Business Response

  Date: 09/12/2025

   
  
  
  September 12, 2025
  
  
  FILED ELECTRONICALLY
  
  
  Better Business Bureau 
  ***********************************************************
  
  
  Re: Your File Number: 23831865
  
  
  To Whom It May Concern:
   
  ****************** (T-Mobile) is in receipt of your correspondence dated September 2, 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 monthly bill. 
  
  After a thorough review, T-Mobile confirms the customer has contacted ************* to review their monthly bill as it was higher than expected.  ************* found that a rate plan change would lower their monthly bill, and this change was accepted by the customer. Additionally, credit was offered by ************* to resolve their concerns and were accepted by the customer. 
  
  On September 8, 2025, T-Mobile contacted the customer and resolved their concerns. Furthermore, we provided the customer our contact information should they have any additional questions or concerns 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:09/03/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 2025, I visited the T-Mobile store in ********, ** after being told I was eligible for a free upgrade. I was promised: a new phone with an $830 discount, a free line, free ******** and no changes to my existing plan or charges. Store staff handled my phone, which had a small screen crack, but never disclosed that the promotion required the device to be in flawless condition.After returning my old phone as instructed, I was told I was ineligible for the promotion due to the crack. I requested the phone back but was told I was stuck with the new device. Soon after, my plan was changed without consent and my monthly bill increased from $220 to $375. New charges include:A free line now billed to my accountForced upgrade from T-Mobile One to Experience MoreNew watch/voice fees that were previously included$35 promotion reversal feeGeneral increases never disclosed at the time of upgradeAttempts to Resolve:July 2025: Called customer service; told I could not return the phone. No solutions offered.Aug. 25, 2025: Called again; told to visit a store despite the issue originating there.Aug. 2025: Emailed T-Mobile headquarters. Over one week later, I have received no *********** date, no T-Mobile representative has resolved this matter. I was misled at the store, billed for services I did not request, and ignored by both customer service and corporate.Requested Resolution:Restore my original T-Mobile One plan and remove all unauthorized changes.Eliminate charges for the free line and $35 fee.Apply account credits for overcharges already paid.Provide written confirmation that no further changes will be made without my explicit consent.I have been a loyal customer for 8 years, and I expect T-Mobile to correct this immediately.

  Business Response

  Date: 09/05/2025

   
  
  
  September 5, 2025
  
  
  FILED ELECTRONICALLY
  
  
  Better Business Bureau 
  ***********************************************************
  
  
  Re: Your File Number: 23831864
  
  
  To Whom It May Concern:
   
  ****************** (T-Mobile) is in receipt of your correspondence dated September 2, 2025, regarding the account referenced in the above-mentioned file number. 
  
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to a handset upgrade and promotional offers. 
  
  
  Our records indicate that the customer visited their local retail store and took advantage of a handset upgrade on an Equipment Installment Plan (EIP).  At this time, their rate plan was changed to an eligible rate plan.  Additionally, a handset trade-in was required and the surrendered handset did need to be in good physical condition.
  
  
  Upon receipt of the trade-in handset, it was determined that the device that was returned had physical damage to the display screen of the device disqualifying the account from the promotion.  At the time of the upgrade,  T-Mobile was also offering a voice line promotion where eligible customers would receive a free line.  Our review confirms the customer was successfully enrolled into this promotion. 
  
  
  ******* On Us is a benefit offered to T-Mobile customers that allows eligible customers to enjoy a ******* subscription as part of their mobile plan.  The rate plan the customer was moved to allows them to take advantage of the ******* On Us at no additional cost. 
  
  
  On September 4, 2025, our office contacted our customer and addressed 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,
   
  T-MOBILE USA, INC.
  
  
  
  
  ****** Roach 
  Executive Response
  
  

  Customer Answer

  Date: 09/10/2025

   
  Better Business Bureau:
  
  Thanks to you,  in reference to complaint ID ********, T-Mobile finally connected me with someone who could help and made adjustments accordingly. It is my hope that no further resolution is needed.

  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:09/02/2025

  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 was told at mentor Ohio TMobile my bill would be 103$ after four bills and a chat with a representative what I was told at this store was a lie. Then when I tried to get some answers as to why they told me I could get a discount now BUT Ill have to pay for it later. This company rips people off daily.

  Business Response

  Date: 09/10/2025

   
  
  September 10, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:Your File Number: 23829539
  
  
  To Whom It May Concern:
   
  T-Mobile ********* (T-Mobile) is in receipt of your correspondence dated September 2, 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 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 monthly recurring charges.
  
  T-Mobile has reviewed our customers account, and confirmed that our customer account is being billed accurately for their selected rate plan and features.  Please note, T-Mobile offers a variety of rate plans to meet the diverse needs of our customers.  Customers can change their rate plan by logging into their online account at ************************, using the T-Life application on their handset, or by contacting our ************* team by dialing 611 from a T-Mobile branded handset or calling ****************.  We have confirmed that the account has been billed accurately for the subscribed services.  
  
  As of the date of this letter, the account remains active.  T-Mobile would like the opportunity to speak with the customer to address their concerns.  Should the customer wish to discuss this matter further, they may contact our office directly using the contact information provided in our contact attempts.  
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  ******************
  
  
  ******* *****
  Executive Response
  
  

  Customer Answer

  Date: 09/10/2025

  I accept the business's response to resolve this complaint
  

• Initial Complaint

  Date:09/02/2025

  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 ******** on 8/26 to replace a phone my husband has, and it is under warranty. I was specific to the young lady that we were moving to another state and as she completed and got a date, she told me it would ship and I would have it that Wednesday, Thursday, which would have been before I moved. I made her aware again and asked her was she sure and her response was yes. When checking for a tracking date, delivery wasn't set until Sept 1 and on their end Sept 2. I was told that "I" have to watch the tracking, and "I" have to reroute it to my new address because it is a warranty and if they cancelled, it puts me at the bottom of the list again and they didn't want to cancel. It is Sept 1 and yet there is no tracking. I have moved to *********** and my husband has been without a phone for a week, and yet they want their payments on time. Before I pay anything, compensation needs to be made for the week my husband has been without a phone, not being able to contact his doctors or they contact him and that 5 dollar shipping they charged me needs to be refunded immediately and his phone needs to be shipped here where we are now, it is not my job to chase down a phone.

  Business Response

  Date: 09/04/2025

  
  
  September 4, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23826551
  
  To Whom It May Concern:
  
  ******************(T-Mobile) is in receipt of your correspondence dated September 3, 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 warranty device exchange.
  
  Please be advised 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 the customer subscribes to Protection 360.  For general troubleshooting and malfunctions covered by the limited warranty, Protection 360 customers may contact T-Mobile directly at **************.  T-Mobile records confirm a warranty replacement was ordered in August of 2025, however was later cancelled in September of 2025.
  
  On September ******, T-Mobile contacted the customer via telephone.  T-Mobile is pleased to report that we were able 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:09/01/2025

  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 had our daughters phone transferred aug 27 2025 and we told them that we dont get paid till sept 3rd and they sent me to a collection agency it took us 8 times to get her phone transferred they wasnt paying attention to what we were saying t-mobile is the worst company to delay with.

  Business Response

  Date: 09/11/2025

   
  
  September 11, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:Your File Number: 23824849
  
  To Whom It May Concern:
   
  T-Mobile ********. (T-Mobile) is in receipt of your correspondence dated September 1, 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 their billing.  
  
  After thorough review, T-Mobile has confirmed that our customer contacted our ************* team in August of 2025, and remitted a partial payment of the past due balance on their account.  During this conversation the customer agreed to settle the remaining balance on their account with a two-part payment arrangement.  Please be advised our records show the payment arrangement was correctly processed with the correct amounts that the customer agreed to.  
  
  In August of 2025, the customers account was cancelled when their line was ported to a new service provider.  Pursuant to T-Mobile policy, customers are responsible for all charges through the end of their service term.  Accordingly, the customer was billed through the end of the billing cycle.
  
  Please be advised, our customers account remains cancelled with a past due balance in a pre-collection status.  Please note, T-Mobile engages assistance from collection agencies to collect on past due balances.  However, in this capacity as a pre-collection agency, they do not report this delinquency to any credit bureau and therefore, there should not be any negative information on our customers credit file.
  
  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.  
  
  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:09/01/2025

  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.

  Hello,I made a purchase of $66.13 at one of your store location. I had to go to the hospital and I left the bag within the store. I should of recieve a refund for the transaction, but I never recieved one. I contacted both the store and customer sevice and they were unable to communicate with me to resolve this problem. I am requesting a refund for $66.13 to resolve this matter.

  Business Response

  Date: 09/05/2025

  
  
  September 5, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23823551
  
  To Whom It May Concern:
  
  ******************(T-Mobile) is in receipt of your correspondence dated September 3, 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 pertain to a refund request related to a recent purchase.
  
  After a thorough review, ******** confirms that the customer recently made an accessory purchase at a retail store and contacted ************* a few days later, reporting that they may have left the bag behind.  During the conversation, our ************* team explained the return policy for in-store accessory purchases, which requires the customer to visit a T-Mobile retail location to initiate a return.  Accordingly,the customer was directed back to the store for further assistance.
  
  T-Mobile contacted the customer on September 5, 2025, and we were able to come to an amicable resolution with them.  Additionally, we provided them with our contact information should they have any additional questions regarding this matter. 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
  
  *****************
  
  **** *********
  Executive Response

• Initial Complaint

  Date:08/31/2025

  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 signed up for ******** magenta plan which I was told was set at $112 per month and would not change. I have been on it for years. ******** charged my plan without asking me and increased my rate. I called to complain and they changed it back to the original plan so I was told. Then they just changed it again and increased my rate again. Every time I called them to get it corrected they put me on hold and hang up on me. I got into a contract for a phone before I knew that they were going to do this and now they are saying that I have to have to keep paying the higher plan rate because if I leave Im going to have to pay off the phone. Its a bait and switch and its not fair. They changed my plan that I was told would not change and have been overcharging me since March, I found this out today. This is a scam. They need to pay me back for overcharging me since March and put me back on the plan that I agreed to for the price that I agreed to or they can cancel everything including the plan for this phone. I only got the phone because my monthly phone bill was stable and low. It is a trap to wait until I purchase a phone then raise my phone bill after telling me that I was guaranteed that rate. Please help with this.

  Business Response

  Date: 09/11/2025

   
  
  September 11, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:Your File Number: 23822511
  
  To Whom It May Concern:
   
  *****************. (T-Mobile) is in receipt of your correspondence dated August 31, 2025, regarding the account referenced in the above-mentioned file number. 
  
  T-Mobile regrets any concerns our customer may have experienced regarding their account, and we appreciate the opportunity to respond.  In reviewing this matter, we have determined the customers concerns pertain to an increase in the billed charges following a rate plan change.
  
  T-Mobile has reviewed the customers account, and confirmed their rate plan was automatically upgraded from their previous rate plan to a newer plan that included some feature enhancements.  This change resulted in increased monthly charges and changes to the applied discounts.  As a result, the customer contacted our ************* and requested to return to their original rate plan at the same cost.  Regrettably, the original plan is no longer available; as such, our ************* advised the customer of the current charges and discounts, and provided additional information regarding alternative rate plans and device return guidelines.
  
  On September 4, 2025, our office contacted the customer and advised them of the above information.  We are 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.  T-Mobile regrets any inconvenience to the 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,
   
  ******************
  
  ******* Pacheco 
  Executive Response
  
  

• Initial Complaint

  Date:08/31/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Heres a summary of what happened: I had water damage in my phone. It still powered on, but the *** slot stopped working. I went to the T-Mobile store in **************, *******, and spoke with an employee named ****** about my options. He told me I could exchange my damaged phone for a new one, and that I would also receive a free iPad along with store credits. ****** explained that my bill would only increase by $10 per month for the next 24 months, and all I needed to do was pay the taxes on the new phone and iPad, which I did. However, my bill is now $210 per month. I called the store to speak with a manager named ******, and he told me the issue was that the exchanged phone was returned with damage. But ****** had already seen the damage and still assured me the deal would work. ****** said the best he could do was lower my bill to $170 per month (before taxes) but that I would lose Hulu, ********* and *******. I need to escalate this issue, because I was promised that my bill would only go up $10 a month and that my streaming services would remain included. I also have screenshots of ****** stating he would take care of this, but he never followed through. I need to know how to restore my plan with ****, ********* and *******, and get this billing issue resolved.

  Business Response

  Date: 09/08/2025

  September 8, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23821292
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated September 3, 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 promotions.
  
  ******** regularly offers limited promotional offers for device purchases of which the promotional offer value may vary depending on multiple factors such as device trade-in models,activation requirements, and rate plan eligibility. Further, when a customer agrees to trade-in a device, they are provided with a one-time trade-in amount.Once accepted, and upon receipt to the trade-in device, the trade-in amount is deducted from the total promotional value and can be applied as a bill credit to the account or to the order on the date of purchase.
  
  T-Mobile records indicate on July 6, 2025, the customer took advantage of our Equipment Installment Plan (***) with the purchase of a new handset and a new tablet. The customer then agreed to a series of 24 monthly installments for each device. The customer agreed to trade in a handset to take advantage of our Apple Trade ********:$300 off with Trade (Apple Trade ********* promotion. The trade-in was eligible for $150.00 in promotional credit with this promotion. Of that amount,$70.00 was applied to the order on the date of purchase. The remaining $80.00 was distributed across 24 monthly RDCs, applied to the *** and line associated with the new handset. The customer also activated a line of service for the new tablet, which was subscribed to our Tablet Unlimited Plus rate plan.
  
  Our office contacted the customer on September 5, 2025, to apprise them of our findings, and we reached 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

  Customer Answer

  Date: 09/08/2025

   
  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:08/30/2025

  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 have filed multiple compalints previously with BBB regarding Boost and faulty service/phone. I finally cancelled my service and went elsewhere. They charged my card (AFTER service was cancelled) WITHOUT my permission. They said it was the remainder of what I paid for the phone. I feel like given the problems I've had, that I should not have to pay any more on the phone! The phone is defective and has been since day 1. I was NEVER offered a replacement. In fact, I was told I had to bring the phone in in order to exchange and I am elderly and didn't have transportation at the time. I am unable to sell the phone as it is defective. This same phone is being given FREE by multiple cellular carriers and I shouldn't have to pay for a broken phone. I was paying by the month for the phone and had paid around 8 months. The phone is obviously the problem as they could never figure out what was causing the issues I was having. I am not sure what a worthless, defective phone is worth, but I feel like I've paid over and above what it's worth. I am willing to turn the phone back in if they will waive this amount.

  Business Response

  Date: 09/04/2025

  September 4, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23821031
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 31, 2025,regarding the account referenced in the above-mentioned file number.
  
  Upon review,******** has confirmed the customer is a T-Mobile customer.  ********** contacted the customer on September 4, 2025, and they confirmed their concerns are with *************  We respectfully request you forward this correspondence to ************ for further investigation and response.
  
  Furthermore, we provided the customer with our contact information should they have any questions regarding a T-Mobile 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: 09/04/2025

   
  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 am so sorry!  Medical issues/brain fog and I reported ******** instead of Boost.  Boost has resolved issue so everything can be closed.  I apologize for the inconvenience!
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:08/30/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I bought a ******** ***** phone from T-Mobile and had a ******* ************* 5 for a trade-in that should make the phone free. Before we sent the ************* 5 back to T-Mobile, the ***** stopped working. After a runaround, T-Mobile let us return it with "buyer's remorse" and sent us a new device. We were instructed to send the defective phone, the trade-in, and the accessories we no longer wanted back in the same box, which we did. This was in June. It is now almost September and my bill has not been right since. They keep charging us for the accessories and the defective phone we returned. They applied the trade-in promotion, which means they got the box we sent them. Each month since, I had to call several times to get my bill fixed. They would fix it temporarily and then I'd have to call again the next month. Then they also started reversing the promotional credits, so I showed past due. Finally, one representative offered to submit an investigation request. It took one day and the investigator stated they received the box with the trade-in phone and the accessories, but they claim they did not receive the defective phone that was in the same box. I called to speak to a manager for an hour about this discrepancy and was informed there was nothing that can be done because the decision was final. Meanwhile, I'm saddled with a $1K bill ($683 outstanding plus the money I already paid on my monthly bills) for a phone I returned to T-Mobile. It is not right for them to cheat customers this way. The phone was in the box and they admitted to receiving the box. I have no recourse because they won't fix their mistake. The manager said he could not do anything because his only way to escalate the situation was by opening an investigation request, but that was done already. If a T-Mobile employee stole or misplaced the phone there is nothing that can be done to fix it? I don't buy that. Please help.

  Business Response

  Date: 09/08/2025

   
  
  September 8, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:Your File Number: 23818786
  
  To Whom It May Concern:
   
  *****************. (T-Mobile) is in receipt of your correspondence dated September 3, 2025, regarding the account referenced in the above-mentioned file number. 
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to the billing associated with their recent upgrade order and a handset return order.  
  
  T-Mobile has confirmed our customer initiated an order to upgrade from a ******* handset to a ******** handset on our Equipment Installment Plan.  With the upgrade order, the customer was provided a return order for the ******* handset.  As of the time of our customers purchase, T-Mobile provided a ****** return period which allowed our customer to use the equipment to see if it meets their needs.  Within the 20-day period, our customer contacted ************* and stated that their new ******** handset was not working.  At that time, a new return order was processed for the ******** handset.  
  
  After a thorough review of the account, our office confirmed T-Mobile is unable to confirm receipt of the ******** handset; however, T-Mobile ************ team provided our customer with an alternative offer for resolution.
  
  On September 4, 2025, our office spoke with our customer who confirmed their concerns are resolved 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 Response
  
  

  Customer Answer

  Date: 09/08/2025

   
  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,
  
  **** ******