Business Profile
Mobile Phone Service
Sprint Now Part of T-MobileHeadquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Mobile Phone Service.
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
- 4,134 total complaints in the last 3 years.
- 1,264 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:08/30/2025
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.
Hi. Please have ******** email me back. We have been having internet issues for a month now. I went to the store, and they said my modem was older and I should switch it out - so I did that. We still had issues with everything in the house going down constantly. I have been calling every other day, and it is crazy. On my last 2 calls, they said a tower has been down and they will try to fix it. I do not find this acceptable. Why have I been paying for the last month to not get service?? Frankly, none of this is right. If a tower is down, wouldn't it be wise to email all the people that are affected? And how long could a tower possibly be down for? And wouldn't they want it up quickly so they do not get a slue of complaints coming in? I have neighbors with similar issues that will be calling you too. Also, when I called yesterday I asked for a credit, but she only gave me a credit for the day - that is very wrong. The entire purpose for paying ******** is for wifi/cellular service, of which we are not getting. it is ridiculous that I have to take this step to try to get things done. Not only should we be told a tower is down, but we should be told that work is being done, when they expect it to be up, and when it is actually done. I do not think that is at all unreasonable.Business Response
Date: 09/06/2025
September 6, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23818785
To Whom It May Concern:
******************(T-Mobile) is in receipt of your correspondence dated August 29, 2025,regarding the account referenced in the above-mentioned file number. Please be advised we have made attempts to contact the customer, which have proven unsuccessful.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns relate to service disruptions and performance issues with their T-Mobile **********************
After a thorough review, ******** confirms that the customer recently reported service issues with their ********************** Our Technical Support team completed applicable troubleshooting and identified a service-impacting issue in the customers area. While there is currently no estimated time of resolution, we are committed to resolving the service impacting issues. As such, the customer may experience degraded service.
Should our customer have questions regarding the matter or the information above, 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 ResponseCustomer Answer
Date: 09/07/2025
Complaint: 23818785
I am rejecting this response because:Yes, the team had told me there were interruptions, which I told you - but that does not solve this issue. The lack of communication on this has been astonishing.
Why has this dragged out so long???
And there was NO mention of refunding me.
Sincerely,
******* ***********Business Response
Date: 09/12/2025
September 12, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re: ******* ***********
Your File No. ********
T-Mobile Account No. *********
To Whom It May Concern:
****************** (T-Mobile) is in receipt of your correspondence dated September 8, 2025, regarding the above-referenced account.
T-Mobile regrets any continued concerns ******* *********** has regarding their coverage and appreciates the opportunity to respond. As mentioned in our previous correspondence to your office, T-Mobile confirmed that a network outage occurred in ******* Engelbrechts area, which may also be affecting other customers in the vicinity. Regrettably, we do not have an estimated time of resolution at this moment. Please note that T-Mobile cannot always guarantee uninterrupted coverage in all areas, as service may be impacted by various external factors.
On September 8, 2025, our office contacted ******* *********** and shared the information outlined above. To amicably resolve this matter, we issued a courtesy account credit of $70.00, reducing the balance to $116.00.
Additionally, we engaged our engineers to further review the coverage in ******* Englebrechts area and we will continue working with regarding this matter. We regret any inconvenience to ******* ***********.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.
Very truly yours,
******************
**** *********
Executive ResponseInitial Complaint
Date:08/29/2025
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 called customer service spoke with ******* for technical. She later offered me a new phone deal. $830.00 off a Galaxy S25 Ultra. She said it was a special promotion she was qualified to give to me.******* was to call me on Wednesday August 27th to verify her promotion she me was on my account. It is the next day and I havent heard from her. If she lied I will be without a phone. I had to trade my phone in at the store to receive the promotion she promised me. I am to receive a credit on my bill for 24 months in the amount of $32.08. Some code she reference R117 I would be responsible for paying $22.09 additional each month this amount would be added to my current bill and nothing else.Business Response
Date: 09/02/2025
September 2, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23814194
To Whom It May Concern:
T-Mobile ********. (T-Mobile) is in receipt of your correspondence dated August 29, 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 offer promotions made through T-Mobile ************* regarding upgrading one of their handsets. T-Mobile investigated these concerns accordingly.
After a thorough review, T-Mobile confirmed that the Targeted: Up to $830 off with Any Condition Trade promotion was offered while completing the upgrade for their handsets. Additionally, our review found the promotional device credit in question was not enrolled as expected.
T-Mobile contacted our customer on September 2, 2025, addressed their concerns, discussed the promotion offered and promotional credits have been applied to the device successfully. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter. T-Mobile regrets any inconvenience to our customer.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
*** Mireles
Executive ResponseInitial Complaint
Date:08/28/2025
Type:Sales and Advertising 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.
April 2025 Notice items on my phone bill that is not mine or never had open a fraud case with no result I called at least 2 times a month to resolve this matter no results **** was charging me international calls i never made and charging me for the 3 items a I16 promax phone , a watch n a tabletBusiness Response
Date: 09/02/2025
September 2, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23811599
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated August 28, 2025, regarding the above-referenced file number. ?
T-Mobile contacted our customer on September 2, 2025, regarding the complaint filed with your office at which time they indicated their concerns were with AT&T and not T-Mobile. As such we respectfully request you forward this correspondence to AT&T for further investigation and response.
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:08/26/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My fiance purchased a phone for me on 813/2024, the phone broke and I had to send it to ******* May 2025 it took 2 months to get the phone from ******* repaired and $47.18 so ******* returns the phone to me( ****** *****) but they send me to assurance wireless because the network is locked on the phone and ******* states that Assurance Wireless is the carrier and has to unlock the phone they will not unlock the phone and it's taking months hours and weeks of time for myself and my fiance to get this resolved Assurance Wireless changed my account phone number from ************-to ************... Under ****** ***** they sent two different SIM cards at an attempt to get the Galaxy a14 5G ******* phone to open up the network through the new SIM card but that didn't work and ******* repeatedly tells me and my fiance ***** ******* that they will not unlock the phone.. so there are several issues with Assurance Wireless they state that I have to have the account for 12 months but I did have the *********** account for over a year, actually 5 + for more years I've been a customer of ********************** so if someone could address this issue pleaseBusiness Response
Date: 08/27/2025
August 27, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
************************
Re: Your File No. 23800463
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 August 26, 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 Mobile Device Unlock request for a ******* replacement device.
After a thorough review T-Mobile confirmed the account activated a Quality One ******* device for use with their service and it was unlocked by Quality One. However, the customer device was not working, and they had to get a replacement ******* device through the manufacturer, *******. The customer attempted to activate their ******* replacement device; however, we found that the device is locked. In addition, the customer canceled their account.
T-Mobile contacted the customer on August 27, 2025, and addressed their concerns. We recommended the customer activate a new account by applying on our website ******************************. We also requested the customer provide us with the **** number for further review and assistance. Additionally,we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 7am 10pm CST.
Very truly yours,
******************
***** *******
Executive ResponseInitial Complaint
Date:08/25/2025
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 walked into the store not looking to really buy just yet. Was looking for more information. The information given to me was that if I signed up that day I would receive $830 off my new device after turning in my old device. I was told I had to get the business plan, had to be the iPhone 16 and had to have auto payments on. I asked the sales representative several times while showing my phone (which had no screen protector & no case on it.) are you sure? She said yes. ***** ****** was at the store with me at the time of when the lady offered me $830 for my phone to start a new plan with their company. I had to go to ***** to get the phone because the store didnt have in stock. After that two weeks is what I had to return the old phone and then and only then would it show on my account the $830 promotion. After getting the phone cleared out with the Apple Store. I then went across the street and trying turning the phone in and they told me there was no promotion add to my account. I then talked to the girl that told me Id have the promotion and she said oh it looks like apple didnt put it on your plan. I was very confused. So I went to ***** again and they proceeded to tell me they dont except all carries promotions. I have called customer service several times after buying the phone and they have just told me the same thing every time we are looking for a promotion to add to your account its waiting for approval. I am just little confused why I am waiting on approval when I was told $830 would be taken off my account and several months later it is still on my account. This company has lied to me and just keeps lying and has done nothing to fix the issue.Business Response
Date: 08/28/2025
August 27, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23794627
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated August 25, 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 not receiving a promotion for a new handset that was purchased.
Our records reflect in March 2025, the customer visited a T-Mobile retail location to purchase a new handset. At that time, T-Mobile was offering a promotion in our retail stores which provided eligible customers with $830.00 off a new Apple iPhone handset, subject to eligibility requirements being met. Our records indicate that the desired handset was not available in stock at the T-Mobile retail location during the customers visit. Subsequently, the customer elected to purchase the handset at an Apple retail store. As the purchase was not completed through a participating T-Mobile retail location, the purchase did not qualify for the offer.
T-Mobile contacted our customer on August 27, 2025, and addressed their concerns. We were 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 ResponseCustomer Answer
Date: 08/28/2025
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:08/25/2025
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 have been having issues with my cough dropping while Im on the phone. I may contact with the merchant and advise them of this issue. Imay contact on multiple occasions as to where the issue seems like its resolved on the call and they give me a credit, but then the moment cause Hangs up and I go to start calling other people within my family are returning calls. My calls begin to drop again. I may contact with T-Mobile on today, August 24th 2025 and again my calls are continuing to drop. I originally called about a bill to see why my bill was $157 and then so the representative I spoke with was on the line with the music blasting in the backgroundnowhere near being professional to where I could barely hear what was being said. I tried to get the issue resolved yet again as to why my calls are dropping as well as talk about my bill.Business Response
Date: 08/28/2025
August 27, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re: Your File Number: 23792020
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated August 24, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer may have experienced, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to coverage and their billing statement.
T-Mobile is always working to improve its coverage, and although the coverage map at **************** does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. Customers may check T-Mobile coverage down to the street level using the Personal Coverage Check tool. In reviewing the Personal Coverage Check tool for our customer area, T-Mobile shows they should expect moderate to good coverage.
T-Mobile records indicate that our customer contacted our ************* team between July 18, 2025, and July 27, 2025, to report issues with dropped calls in and around their home. It was found that our customers dropped call concerns may be impacted by ongoing network issues in the area with no current timeframe for a resolution.
On August 27, 2025, our office contacted the customer and resolved the matter to their satisfaction. Furthermore, we provided them our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
**** ********
Executive ResponseCustomer Answer
Date: 08/28/2025
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,
Chantol ProphetInitial Complaint
Date:08/25/2025
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 8/15/2025 my daughter and I went to store #***E and purchased a phone plan. The store said I didn't have enough credit to run the plan and placed it under my daughter's name and said that I would be a primary authorized user on the account because my number was listed as such. was charged $237.60 for taxes and activation fees. was informed my bill would be under a military discount and autopay discount for a base of $140.00 plus taxes. Was also informed that we would have their satellite service included at no charge till the end of the year and after that it would only be $10.00 added to bill total following the next year. Also added ******* premium for an additional $18.00 on the account. Spent over Three hrs. setting this up in store. First bill came online and was $217.53 due on 9/6/2025. Called customer service and found that my plan was not what I signed up for and spent another hour getting my bill to $185.00. Next, we did find out we did NOT have satellite service and they could not give me that promo because of my Military discount and it would be an additional amount of $40.00 to add said service. went back to the store and was told I have 14 days to cancel the service and return phones. Went to ******* and no problem with credit score and switched service. Upon trying to return phones was informed o a $70.00 Restocking fee per phone for a total of $280.00. Was NEVER informed or given material explaining this fee. ****** with corporate and the store manager tried to help but corporate would not waive fee even with all the trouble I had and my time spent just trying to receive what I was promised. Store would not take phones back until the fee was paid and i ended up paying $260.40 for them to take their phones back otherwise would be charged $3391.96 on my canceled bill. I am just looking to have restocking fees returned as I was NEVER informed of these during set-up of the service.Business Response
Date: 09/02/2025
September 2, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*****, ID *****
Re:Your File Number: 23792019
To Whom It May Concern:
****************** (T-Mobile) is in receipt of your correspondence dated August 24, 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 applicable taxes, fees, promotional discounts , the anticipated monthly recurring cost of service on their formerly active account and a refund of restocking fees.
In August 2025, the customer contacted ************* to dispute the monthly cost of service and for clarification regarding applicable taxes and fees. ************* advised that the customer did not qualify for a Satellite promotion. In late August 2025, the customer transferred to another service provider. At this time ************* confirmed that the customer could return the equipment to the original point of sale, however the they may have been assessed as a restocking fee at the time the return was processed. Furthermore, this fee is disclosed in both the Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online.
On August 28, 2025, our office contacted the customer and advised of the above. Please note, we were able to assist the customer with an amicable resolution. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
***** *****
Executive ResponseCustomer Answer
Date: 09/03/2025
Complaint: 23792019
I am rejecting this response because:
Sincerely,
***** ****Initial Complaint
Date:08/24/2025
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 am a T-Mobile customer and I was offered a free line promotion on March 18, 2025. On May 15th, 2025 I contacted ******** to inquire about porting a tone of my lines to another provider due to that individual wanting to have their own account and I asked multiple times if this would affect the new free line promotion, or any other promotion and was told it would not. I asked no less than 5 times and was reassured each time that i would maintain all promotions, this was all confirmed by listening to the call by a supervisor. Anyway, after that the number was ported out. ************ was ported, shortly after that I received a text message saying i had lost my free line promotion and that there was nothing T-Mobile can do. This is of no fault of mine, I was advised by one of their representatives and reassured again on several occasions that this move would not result in me losing that free line. T-mobile is refusing to fix this problem which was caused by misinformation given to me by one of their own employees. I am requesting for the free line promotion to be reinstated.Business Response
Date: 09/03/2025
September 3, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23789557
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated August 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 the loss of a free line promotion after the transfer of another line to another carrier.
After a thorough review of the account, T-Mobile confirmed that the account and all qualifying promotions are applied to the account. Additionally, our customer contacted ************* and accepted an alternative credit offer.
On August 27, 2025, our office spoke with our customer and addressed 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 ResponseInitial Complaint
Date:08/23/2025
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 day. I hope all is well with you. I am currently an assurance wireless customer using the Top up feature. The company is constantly holding my money without service being provided. I spent a lot of money toping up this month. I informed by the company I only want to use the pay as you go feature. I was planning on getting my service switched from assurance wireless to T-Mobile next week, but this is irritating. I'm trying to keep my service active to port my number to T-Mobile next week. My Expiry date is not changing after top-up on Assurance website. It changed to 8/16 after the first top up only. After the first expiry date it never changed again. I have funded the amount multiple times since the first top up. The representative informed me I could Top up to keep the service active. I'm very disappointed that the service keeps canceling on a daily basis. I talked to assurance several time about this issue. They reinstated the service for 24 hours each time then cancels the service. I have a Top up balance I can't use right now. They have taken my full balance before. It was very tough to get my top up balances added back last month. My phone number is ********** and email is ************************* Can someone please help me with this matter. Thank you so much for your time. I hope you have a wonderful day.Business Response
Date: 08/26/2025
August 26, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
************************
Re: Your File No. 23789183
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 August 24, 2025, regarding the above-referenced account.
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 account balance expiration and service.
T-Mobile confirmed that the account is currently on a Flat 10 paid plan, which provides the customer with the ability to utilize the service at $0.10 per minute and text with no data. This plan also requires that customers maintain a credit balance on their account. Consistent with the Terms and Conditions of Service to which our customers agree, this service plan is implemented on a customers account once they are no longer eligible to receive the Assurance Wireless Lifeline benefit. Our records indicate the account became ineligible for the Free Talk, Text, and Data rate plan, due to a failed National Verifier Recertification. Please note, customers receive a free notification advising them of the change.
After a thorough review, we found the customer remitted the following payments for the Flat 10 paid plan:
On July 2, 2025, the customer remitted a payment to the account in the amount of $12.48.
On July 3, 2025, the customer remitted a payment to the account in the amount of $6.99.
On July 11, 2025, the customer remitted a payment to the account in the amount of $8.09.
It is important to note that the balance available for use with our Flat 10 rate plan is subject to expiration based on the payment remitted per our Terms and Conditions of Service which may
be found at ***********************************************************************; Per these requirements, additional time is added as follows:
45 days from date of payment for payments between $10.00-$19.99.
90 days from the date of payment for payments between $20.00-$79.99.
365 days from the date of payment for payments of $80.00 or more.
It should be noted; the funds added to the account are still available for use after reaching the expiration date but will require additional payment of minimum $10.00 to extend the balance expiration date to allow use. Upon extension of the balance expiration date, all funds added to the account may be used for pay-per-use services at a rate of $0.10 per minute or text.
On August 23, 2025, the account was suspended as an additional payment of $10.00 was not made upon the expiration date. To resolve this matter, on August 26, 2025, we restored the account from suspension and extended the balance expiration date to September 26, 2025.
As of August 26, 2025, the account has a credit balance of $4.85 the customer can utilize and will expire on September 26, 2025. The customer has the option to extend their balance expiration date by remitting a minimum payment of $10.00 before the expiration date of September 26, 2025.
We respectfully decline any compensation as we found no error with the account balance. Should the customer want to reapply for service with their Lifeline benefit, they can apply at our website at ******************************. Once approved, we will provide the customer with a new account, new phone number, and their free service plan. The customer can contact our ************* at the number provided below for further assistance. T-Mobile regrets any inconvenience to the customer.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 7am 10pm CST.
Very truly yours,
******************
***** *******
Executive ResponseCustomer Answer
Date: 08/27/2025
Complaint: 23789183
I am rejecting this response because: The reason I asked for a 10-dollar credit is for the amount of time I was without service. The day I submitted this complaint my service was off for a few days. My vehicle tags were stolen. I couldn't communicate with anyone due to service being disconnected. I contacted assurance wireless several times about this issue. They fix the issue for half a day and then the service turned right back off. I couldn't contact my leasing office, tow truck company, or ride to pick me up due to missing tags at the clerk's office. That week I missed calls from ******************. My apartment tows cars without tags. My appointment was scheduled on the 25th for the telephone number. The biggest reason for paying the pay as you go is for my leasing. I also was planning on porting my number to T-Mobile Tuesday after getting my new phone. The ********* I receive important information from my leasing. Leasing was supposed to call me back after talking with the tow company and never got the call. I really appreciate you correcting the expiry date. Several agents from assurance said they would correct the dates but never did. The last agent said my number wouldn't get disconnect but lied. I only asked for 10 dollars due to the inconvenience. It's not ok to be without a phone. Assurance wireless also removed all of my minutes. I went days without a phone trying to get it correct last month. I'm not asking for a lot. I'm asking to be compensated with minutes for time without service. I was T-Mobile for years before assurance wireless. T-Mobile usually does right by the customer. I want to thank you for time with reviewing this matter. You have a great day.
Sincerely,
***** *********Business Response
Date: 09/05/2025
September 5, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re: ***** *********
Your File No. 23789183
Assurance Wireless Account No. *********
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 September 3, 2025, regarding the above-referenced account.
T-Mobile regrets any continued concerns ***** ********* has regarding their account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to their account credit balance.
As stated in our previous correspondence to your office dated August 26, 2025, T-Mobile confirmed that the account is currently on the Flat 10 pay-as-you-go plan. This plan is a pay by the minute and text plan, which requires that customers maintain a credit balance on their account to utilize calling at a $0.10 cent per minute rate or texting at a $0.10-cent per text rate.
On August 26, 2025, our office restored the account and extended ***** Mooreheads balance expiration date. As of September 5, 2025, the account has a credit balance of $7.05. If more minutes are needed, we encourage ***** ********* to by purchase Top-Up cards. More information can be found at ********************************************************************.
If further assistance is required, ***** ********* can contact our ************* team at the number listed below. T-Mobile regrets any inconvenience to ***** *********.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 7am 10pm CST.
Very truly yours,
******************
****** *********
Executive ResponseInitial Complaint
Date:08/23/2025
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.
After several attempts to have my issue resolved of not having service except for the dining area of my home I have another provider. I was told each time I called that a ticket would be created to move my service to another tower. There is also a credit on my account in the amount of $9.00 that I would like returned to me since I had to buy a phone.Business Response
Date: 08/29/2025
August 29, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File No. 23788254
To Whom It May Concern:
Metro by T-Mobile is a brand operated under ****************** (T-Mobile). As such, T-Mobile provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated August 23, 2025, regarding the account referenced in the above-mentioned file number.
We regret any concerns our customer may have experienced with their account, and we appreciate the opportunity to address their concerns. T-Mobile is always working to improve its service, and we regret any data service issues our customer may have experienced. Unfortunately, we are unable to guarantee data speeds in any location. There is no way to predict an exact speed with the variety of factors that can affect a customers experience. The device speeds may vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell site. Additionally, customers may experience different results based on location and number of other customers on the network.
Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability which is explained within the Terms and Conditions of Service and can be found at ***********************************************************************; Please note, we constantly monitor our network for service and capacity-related issues and work diligently to address any concerns we identify or are brought to our attention. Based on our investigation into the network coverage, we confirmed that our customer address of residence as well as work location is within in-commercial 4GLTE coverage.
Our records indicate that the account was activated on August 5, 2025, and had one line, subscribed to the Free Talk, Text and Data rate plan.
Our customer contacted our ************* team on July 14, 2025, and again on August 5, 2025, regarding device challenges. During each call, our ************* team completed troubleshooting. Its important to note that restarting a device is a standard troubleshooting step to ensure customers are connected to the appropriate tower. There is no need to file a ticket to move them to a different tower
On August 23, 2025, our office was able to validate that our customer canceled their service when they ported to another carrier. We regret any coverage concerns our customer may have experienced. Our records confirm that the account was canceled. Additionally, there is no evidence of a $9.00 credit or any $9.00 payment being applied to the account at any time. Should our customer have any further questions or concerns regarding this matter, we ask that they contact our ************* team at the number below.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact ****************.
Very truly yours,
METRO BY T-MOBILE
***** Anglin
Executive Response
Sprint Now Part of T-Mobile is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.