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
- 4,662 total complaints in the last 3 years.
- 1,209 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:06/23/2025
Type:Billing 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 had cell phone service with Sprint who then became T-Mobile for 20+/- years with no real issues. In October of 2024 I moved to ******* and began having service issues. We decided to switch to ***** On 10-11-24 we canceled service with T-Mobile. On 10-03-24 the T-Mobile bill ($231) was paid out of my account. On 10-31-24 they charged my account again ($231) I assumed that it was an oversight on their part, so I disputed the charge with my credit card company who determined that I owed them the $231 so they were paid on 11-01-24. I thought fine. Maybe I still owed them a little for the month of October at least this should be the end of it. Then on 01-12-25 I receive a notice from a collection agency *** (***********************) stating that I owe $169.05. I disputed that charge. No one sent any documentation showing what I owe or why during any of this time. Then on 02-11-25 I received Notice from *********** saying that I owe $451.60 again I disputed that and again no one contacted me until 04-25-25 I received a notice from ******************************* stating that I owe $607.36 I again disputed this charge. They did send an e-mail which I will attach. I called T-Mobile on 04-30-25 to try to get to the bottom of why they keep trying to charge me. I would have called them earlier in the process, but they weren't sending any bills, and I kept thinking that if I owed them they would contact me I still have all of the same contact information. On the phone call with T-Mobile on (04-30-25) I spoke with a lady named Luzcy she created a ticket number ******** it was determined that I had an extra phone line that was a free line until I canceled my service so once I canceled my service it was no longer free. Sorry for the long explanation I have attached the rest below.Business Response
Date: 07/07/2025
July 7, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23506583
To Whom It May Concern:
T-Mobile ********. (T-Mobile)is in receipt of your correspondence dated June 23, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to charges that were billed after porting out.
Our records confirm that as of September 2024 the customer had four lines of service on their account. In October 2024 three of the four lines of service were cancelled when they were ported out to another service provider. This left one line of service on the account. As the remaining line was not ported out and no request was made to cancel it, monthly service charges continued to accrue. Pursuant to T-Mobile Policy, customers must notify T-Mobile of any dispute regarding their bill or charges to their account within 60 days from T-Mobile providing notice of the charge.
As the account continued to accrue charges, and remained unpaid, the account was referred to a third-party collection agency. However, our review confirmed the remaining line of service did not utilize service after the other lines were ported out.
On July 1, 2025, our office contacted the customer and amicably resolved their concerns. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
******** ****
Executive ResponseCustomer Answer
Date: 07/08/2025
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:06/23/2025
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 've been calling ******** about me logging into my account and viewing my bill. Unfortunately, after several attempts to get this resolve. I'm still running into the same issue which have yet to been resolved. Spoke with the last rep *** on 6/22/25 whom stated because I'm frustrated about the services told me she will hang up on because of my frustrations with an APP I can't login to view my bill. I want to speak with someone regarding this issue to find a resolution to my concern. I've been with T-Mobile for 10 years and never seen such poor resolution to my issues.Business Response
Date: 07/17/2025
July 17, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23504872
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 22, 2025,regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer may have regarding their account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns pertain to being unable to access their online account.
Between April and June of 2025,the customer spoke with our ************* regarding their online account access issues, at which time tickets were submitted in an effort to resolve this matter. On June 22, 2025, our ************* team confirmed that the online access issues were resolved.
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 our customers recent contact with our ************* Team.
Our office contacted the customer on July 9, 2025, and confirmed they were successfully able to access their online account and 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 ResponseInitial Complaint
Date:06/21/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called T-Mobile customer care on 6/20 asking to have a mobile device removed and the associated line cancelled. The agent **** told me that he would have the iPhone 15 removed and the line ending in **************************************** information was provided and that is how the call ended. Called on 06/21 and was told that they would not remove the line because promotion would be lost and would need to paid for the FREE iPhone. Spoke with two supervisors **** and ******, **** stated he would pull call, review and call back but never did. Spoke with ****** and was told he would not compensate because there was no error, just because I wasnt told there was a balance doesnt mean there wasnt one. After an hour I agreed to just pay for the phone in the remaining installments and to have phone line cxl. Asked if there was any type of goodwill compensation and he again told me no it wasnt incorrect information just a lack of information however it was incorrect because I was told they device and line would be removed and that did not happen. As a customer, I do not have full knowledge of how these processes work and should be given ALL the information to be able to make an educated decision. So, for ****** to basically tell me oh well so sad, you should have know is ludicrous. At the end, all I was asking for was for some type of apology and compensation for the inconvenience and wrong expectations. I still agreed to pay the balance in the installments, just would have been nice to have been heard and understood how I as a customer was being treated and mislead by multiple agents.Business Response
Date: 07/02/2025
July 2, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23502095
To Whom It May Concern:
******************(T-Mobile) is in receipt of your correspondence dated June 22, 2025,regarding the account referenced in the above-mentioned file number. ******** is pleased to report we have resolved the customers concerns to their satisfaction.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. Upon review, the customer's concerns relate to a request for line cancellation and the removal of a handset from their account.
After a thorough review,******** has confirmed that the customer recently contacted us to inform us of their intention to switch to another carrier. During that call, the customer requested to cancel their existing line and remove their current Apple iPhone 15 handset.
Our review determined that the voice line in question was associated with an Equipment Installment Plan (***) for an Apple iPhone 15 handset, which was enrolled in a promotional offer. As outlined in the terms of the promotion, canceling the line would result in the customer being unenrolled from the promotion and becoming responsible for the remaining balance of the ***.
We regret any misunderstanding the customer may have had regarding the promotion. While a partial payment toward the *** was made, an outstanding balance on the installment plan remained.
T-Mobile contacted the customer on June 27, 2025, and addressed their concerns and were able to come to an amicable resolution. Additionally,we provided them our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
**** *********
Executive ResponseInitial Complaint
Date:06/21/2025
Type:Delivery 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 logged into my assurance wireless account and purchased 2 phones from website on May 18th 2025 I paid for express shipping of 3 to 5 business days I never received phones the tracking link says prospering I asked for a refund 2 weeks ago I received email finally after several messages and. Calls that said the refund was approved June 5th and I ***** have not received refund when I call costumer servise they sau they escalate the call jut they never have record of my previous calls and it's just the run aroundBusiness Response
Date: 06/30/2025
June 30, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File No. 23501685
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 June 22, 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 a handset purchase made with Quality ONE Wireless, an Authorized Retailer.
Starting June 1, 2023, customers had a new option to purchase a wide range of phone models through our external partner Quality ONE Wireless. Quality ONE is a new web only store where customers can purchase name brand phone models and accessories, as well as get options for payment plans to purchase an array of phones built to work with Assurance Wireless service. These phones are sold by Quality ONE, an authorized Assurance Wireless retailer. Additionally, customers who would like to purchase a phone, may visit the Quality ONE online webstore at *************************************. Once their order is placed, Quality ONE will send them an order confirmation and subsequent shipping confirmation once the order ships.
Assurance Wireless offers alternative options to purchase a device through a third-party Authorized retailer, Quality ONE by visiting their website at *****************************************************; However, Assurance Wireless is not involved with the process of shipment, device orders, or payments made to Quality ONE as they are independently owned and operated.
Regretfully we are unable to validate the purchase details of any devices purchased directly through Quality ONE as they are independently owned and operated. However, as Quality ONE sells products that can be used on the Assurance Wireless network, they should be able to work with our customer directly regarding their concerns for a refund for shipment or device refund, according to their policies and procedures, in addition to the return time frame. As such our office recommends that our customer contact Quality ONE directly for assistance regarding this matter. Quality ONE can be reached via their website ************************************************** or directly at ************, more information regarding their return policy can be found at ****************************************************;
Please be advised the ************************ (***) has a process in place for consumers who are disputing bank transactions. The bank or credit card account holder must dispute the unauthorized payment(s) through their financial institution directly. Adherence to the *** process prevents additional unauthorized transactions, enables the financial institution to address the unauthorized transactions fees, and enables the *** to track identity theft occurrences and keep the public informed on new scams.
If our customer wishes to dispute the above-referenced transaction with Quality ONE further with their financial institution, they may contact their financial institution directly. We regret any inconvenience to our customer.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Customers may contact ************* by either dialing ************** or 611 from their handsets during the hours of 7am to 10pm CST. ********** may also be reached at the address listed below.
Very truly yours,
******************
***** DiMenna
Executive ResponseInitial Complaint
Date:06/21/2025
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.
Ive had T-Mobile for about a year and a half. I had no issues until my phone call started and my service was horrendous everywhere Igo I couldnt even call out and people are telling me Im trying to communicate with you for the past three days and I couldnt even through. I think the numbers in the lines are crossed constantly and wanna call to complain. They wouldnt do anything about it so I got fed upand I poured out My Number on 12 June of this year to Xfinity before that my account in T-Mobile got charged twice so in total iPad paid 20 I had called it in before I poured my number out to claim for my $120. Someone super nice at the first time hadnt mentioned to me that dont worry about it that Im going to get a manager involved and Im goingto inform them that you just paid 120 and that your account just got charged recently but youre pointing out your number. You should be gettingyour 120 back into your account within 7 to 10 business days. I left it like that I called yesterday and for the love of God I have no idea if they didnt want to do their work ortheyre too lazy or they just didnt wanna help me out. All I know is that they couldnt find my information and they couldnt find my or nothing. I happen to call today again to find out the status of my refund of 120 the gentleman that I had ended up God knows where is he from because he has strong potential character and accent on him. I asked them all the information and I had mentionedto him what was going on he got into my account just fine with my pen and everything and he mentioned that since I called it and I poured my number on the 12th and I got charged on the 11th and called it in the same day of June 12. I couldnt get my money back and I might go. It doesnt make sense for T-Mobile, have $120 hostage in my account and refusing to refund me it.Business Response
Date: 07/03/2025
July 3, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23501019
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated June 21, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns the customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to a payment dispute.
T-Mobile records reflect that the customer maintained a T-Mobile Prepaid account. Please be advised that pursuant to the Terms and Conditions that were agreed upon at the time of activation, Pre-paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.
On June 11, 2025, the customer remitted two payments of $64.60, totaling $129.20. The following day, the customers account was canceled when the mobile number was transferred to another wireless provider. Subsequently, the customer contacted our ************* to request a refund. Our ************* assisted by submitting a refund request form and informed the customer of ********* Prepaid refund policies, noting that the refund would be subject to approval. The customer was also advised of an alternative option to initiate a charge dispute with their financial institution in the event the refund was declined. On June 23, 2025, a refund of $64.60 was approved. The customer was notified and advised to allow up to three business days for the refunded amount to be reflected in the bank account on file.
On June 24, 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 ResponseInitial Complaint
Date:06/21/2025
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was a previous T-Mobile subscriber and discontinued my service shortly after Jan 1st, 2025. I called T-Mobile to let them know I was discontinuing my service and they said all I had to do was port my phone numbers to my new carrier and that would be enough to stop T-Mobile from billing me. I did this yet I continued to get charged $58.34 in February and $90 in March for a number that was unknowingly on my account which had NEVER been used. I called three times and spoke with a customer service manager each time to inquire about these charges and each time T-Mobile agreed these charges should not have been applied and I was told I would be reimbursed for these charges via a check in the mail, however, I have yet to be reimbursed. T-Mobile lied about this reimbursement and is behaving in an unethical manner by agreeing to reimburse me yet failing to do so.Customer Answer
Date: 06/27/2025
I am seeking reimbursement of the charges of $50 + $98.34 which I was promised multiple times by customer service managers and yet have to receive. I very clearly stated this in the submission.Business Response
Date: 07/08/2025
July 8, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23500026
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated June 27, 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 for services after the cancelation of services.
T-Mobile records reflect that the customer initiated the port for four of their five numbers from December 2024 through February 2025. 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 lines of service after the customers new ********************** service provider took control of it. Please be advised as one line remained active, the account continued being billed for monthly service charges.
It should be noted as well that the customers account was enrolled in AutoPay. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.
On March 16, 2025, the customer contacted our ************* team regarding the one remaining line on the account and requested that the line of service be cancelled and effectively canceling the account. The customer also requested that previous payments be refunded. Unfortunately, as the account was not canceled for more than 30 days, the refund was declined.
On July 7, 2025, our office contacted the customer to address their concerns. To amicably resolve the matter, T-Mobile successfully issued a refund to the 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 ResponseCustomer Answer
Date: 07/09/2025
The response from T-Mobile was not completely accurate. When I switched carriers I actually called T-Mobile and asked what I needed to do to cancel my account and I was told "Nothing, once the lines are ported over, the account will automatically close". They never told me about this extra line that somehow got added to my account that was never once used. I also called numerous times (not just twice) after I was still getting charged. Also, it was NEVER once communicated to me that my reimbursement request was declined. I was assured by customer service managers every time I called that I WOULD be reimbursed. The poor communication I received from T-Mobile is embarrassing from such a "great company". Thank you BBB for helping me to get resolution.Initial Complaint
Date:06/20/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Good afternoon! I need your kind help and feel bad to trouble you. I live on Social Security Benefits and don't have a job since March 2011, I was on the ASSURANCE WIRELESS ********************** program and the cellular Phone number ************** I was using with a limited access till April 2025. But they cancelled my ************* for an issue and asked me to reapply which I did but since then - April 2025, they did not send me any phone even though I was willing and ready to pay $35 Dollars or more plus the shipping costs which they did not send,Then I requested Assurance Wireless to send me at least the *** CARD ONLY if sending the phone is a problem, but Assurance Wireless kept giving me a hard time and RUNAROUND for almost 3 months now to send me the Sim Card and also kept lying to me about it every time I call that "the Sim Card is on it's way" which is not true. I humbly request you to talk to them to find out about it and to take an appropriate action if possible to help me to resolve this matter with the Assurance Wireless at your earliest convenience. Thank you.I am 74 years old man, had a surgery on May 7th 2025 and recovering, I have many other health problems and issues, can hardly move or properly walk and I live alone.I will remain ever grateful to you - BBB for your kind help, support and assistance in this matter. Thank you so very much in advance for your help. Have a safe and blessed day! Sincerely, ***** ***********Business Response
Date: 06/26/2025
June 26, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
************************
Re: Your File No. 23497429
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 June 20, 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. In reviewing this matter, our customers concerns pertain to an order for a new SIM card. T-Mobile investigated these concerns accordingly.
Please be advised, the Lifeline program is administrated by the National Verifier, and Assurance Wireless is solely a **************** provider. As such, Assurance Wireless makes no determinations regarding a customers eligibility for the Lifeline program and instead relies upon eligibility information provided by the National Verifier when verifying a customers ongoing eligibility for the program. Upon receiving notice from the National Verifier that a customer is no longer eligible for the Lifeline program, Assurance Wireless will update a customers enrollment status to comply with the Lifeline program requirements.
Customers who have been disenrolled from the Lifeline program must submit a new application for Lifeline enrollment with Assurance Wireless by visiting ******************************,selecting the Apply Now option, and completing the application found therein. Once approved, customers are sent a new SIM card for use with their new Assurance Wireless account. Please note, as of April 17, 2025, Assurance Wireless no longer provides new handsets at no cost with account activation and provides only a SIM card at no cost. Instead, customer are provided a discounted handset purchase option during the application process, or may alternatively activate a Bring Your Own Device (BYOD) handset. Customers may instead purchase their own network compatible handset from the options available at the Quality One webstore by visiting *********************************.
Upon review of our customers account, our office determined that due to an inadvertent error, no SIM card order was processed with their new account activation, or in subsequent contacts. To resolve our customers concerns, a new SIM card order has been submitted with shipping to the address on file, and our customer can expect delivery within ten business days. Upon receipt, our customer will need to contact our ************* at the number listed below to complete their activation. 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 7:00 a.m. 10:00 p.m. CST.
Very truly yours,
******************
******* *****
Executive ResponseInitial Complaint
Date:06/20/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I became dissatisfied with my phone service after 7 years with ********* After numerous phone calls and a visit to a ******** store I still cannot get them to cancel my account. I have done everything they asked but they keep trying to sell me more service. I was supposed to speak with a supervisor but they hung up on me. I called back and was told I would have to go through the same verification process again. I believe this is a scam to keep charging me for the line. I have no access to that number any longer so I may be charged another 73$ for the next billing cycle. I have a new carrier and number. I just want the account cancelled.Business Response
Date: 07/01/2025
July 1, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23497164
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 20, 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 issues with cancellation of their T-Mobile account and interactions with *************.
After a thorough review T-Mobile confirmed that our customer requested to have their voice line cancelled by our ************* team, however, we were unable to process the cancellation at that time as the necessary steps to verify account ownership were not completed. T-Mobile takes account security seriously and is committed to enhancing the protection of our customers' accounts. As part of this commitment, beginning March 4, 2025, T-Mobile implemented Two-Factor Authentication (2FA) for postpaid account verification. This security measure requires customers to verify their identity using two distinct factors, which may include the account PIN/passcode, and a one-time PIN sent to their device. If a customer is unable to receive the one-time PIN, they must visit a T-Mobile retail location with a government-issued ID to verify their account before access can be granted.
T-Mobile made contact with the customer between June 24, 2025 and June 25, 2025, vis email and informed the customer, at this time, cancellation of their requested mobile line cannot be completed as the number remains in a pending port out status, indicating that a request to transfer service to another carrier is still in process; if the transfer is intended, the port out should be allowed to finalize so that the line will close automatically once completed, if in which the number should remain with T-Mobile or the transfer is no longer desired, the carrier where the port out was initiated must be contacted to cancel all open port requests for the number, after which cancellation on T-Mobiles end can be completed. Additionally,we provided them with our contact information should they have any additional questions regarding this matter. We regret any inconvenience our customer may have experienced.
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:06/20/2025
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.
Hello,In December 2024 I started researching the possibility of switching carriers. I happened upon ******** who seems to have a decent deal. I went though the steps and ultimately decided against switching to another carrier. Within a few days i received WiFi install kit and some *** cards. We called to try and set up WiFi and it wouldnt connect, so we said to cancel it and sent back the equipment. The *** cards are still in the original packaging to this day and I never activated service. A few month go buy and Im in collections for an account I never used.ive been told to file a fraud case, but I dont know who to file against. **************** wasnt any help and just gave me the run around for days and now the collection agency is assigning this to an attorney. I shouldnt have to pay $700 for a product I never used.Business Response
Date: 07/07/2025
July 7, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23495330
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 19, 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 account billing which resulted in being sent to collections.
After a thorough review,T-Mobile has confirmed that our customer initiated activation with both voice and internet services and was provided with a Home Internet Gateway. The customer later returned the router; however, our records do not indicate that a formal request to cancel the account was received. As a result, the account remained active, and the customer continued to be billed for the service. Due to non-payment, the account was eventually canceled. Furthermore, because of the continued non-payment, the account was referred to a third-party collection agency. Our customer subsequently contacted ************* to dispute charges and ************* submitted a Fraud form to investigate further. The investigation determined that no fraud was found.
On July 3, 2025, our office contacted our customer regarding their concerns and apprised them of our findings mentioned above. T-Mobile was able to reach an amicable resolution with our customer. Furthermore, T-Mobile requested to remove the account from third-party collections and requested the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for the customers credit report to reflect the change. 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:06/20/2025
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 had to go into a store because we were charged $104 for a full billing cycle when the account was canceled 5 days into the billing cycle. When I requested a breakdown of exactly what those charges were for, the amount due was only $14 and change.The audacity of a company to take $90 extra dollars is astounding. To add insult to injury, when I requested a receipt of the transaction be emailed to me, I was told that they could not because there was no email on file, and that since the account was closed, there was no phone number to send the information to.According to Consumer Protections, I am entitled to a receipt, I am entitled to a written document stating the amount of the remittance, the date, and confirmation that our account has been cancelled, which I was denied. When I requested to speak with someone regarding this issue, I was informed that I needed to write a physical letter sent through **** to a P.O. ******************, **, in order to receive a call back from someone. This is an outrageous response to my request for a receipt of the transaction. I was an account holder for 18 years, and this is the response that I get for my nearly 2 decades of customer loyalty.I had to take time off from work to deal with this issue. I make $25 an hour, and I spent an hour in the store plus the travel time, time I spent on the phone with agents in the past. How does T-Mobile think their time is worth more than mine? They are putting the burden on me to have a satisfactory resolution by expending more of my valuable time to write these reviews, send a written complaint, etc. I do not recommend ******** as a company anymore as the quality of their customer service has obviously gone down. They are no longer the best-rated customer service in the nation for 10 years running.Customer Answer
Date: 06/27/2025
For a resolution I would like T-Mobile to address in writing why they failed to provide me with a receipt for the refund owed, an explanation for why the money was able to be charged to an expired debit card but the refund has not, or perhaps could not be returned, and how the mistake was made to begin with. I was told the refund would be processed within 24 hours but because of their inability to provide me with any paperwork, I have no way to follow up on the fact that we still have not received the refund. I would also like the account to be reviewed and an explanation for how the account was charged over $100 when he amount due was actually only $14. And lastly I would like an explanation regarding the ***** period for account cancellation. My understanding is the customer has 4 days from the beginning of the billing cycle to cancel without being charged. We were within that timeframe yet the agent on the phone said it was 5 days, which seems like a convenient way to justify charging the account. If it turns out the cancellation was in fact within the ***** period as I believe it to be, I would like the full amount refunded including the prorated amount.
The names on the account were ********* ******* and **** Staciwo and the phone number in question was *****************Business Response
Date: 07/09/2025
July 9, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23495328
To Whom It May Concern:
T-Mobile ********. (T-Mobile) is in receipt of your correspondence dated June 19, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer had regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to their final T-Mobile billing statement.
T-Mobile records confirm our customer canceled their account on May 2, 2025, when they ported their mobile number to another service provider. Pursuant to T-Mobiles Terms and Conditions, customers are responsible for all charges through the end of their service term. Accordingly, our customer was billed through the end of their billing cycle.
On July 3, 2025, our office contacted the customer to advise them of the above and 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
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