Business Profile

Mobile Phone Service

Sprint Now Part of T-Mobile

Headquarters

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Complaints

This profile includes complaints for Sprint Now Part of T-Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

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 Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/22/2025
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.
Was told at point of sale that we were receiving free phones with trade ins of our old phones and now are being charged for the new phones
Business Response
Date: 08/27/2025

August 26, 2025

FILED ELECTRONICALLY

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

Re:Your File Number: 23783952

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated August 22, 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 promotional offers associated with new handset purchases.

T-Mobile records confirm the customer recently took advantage of our Equipment Installment Plan (EIP) with the purchase of three handsets, wherein an agreement was entered for 24 monthly payments for each device. Our review determined that although the customer upgraded and had an eligible trade-in device, the account was not enrolled in the offered promotion as the current rate plan did not meet the criteria to receive the Recurring Device Credit (RDC) associated with the promotion. Although our customer contacted ************* regarding the promotion, enrollment in the promotion could not be fulfilled due to the rate plan subscribed.

On August 25, 2025, our office contacted the 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,

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

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

Customer 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:08/22/2025
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 signed up for ******** at a ****** in ***************. I put the account on autopay. The charge did not go through. Now they've locked the account. The only customer service number wants to charge me $10, just to talk to somebody. I've never gotten a bit of paperwork from T-mobile. They've suspended the account so I can't log on to even see what the charges are for. No doubt there's a late fee which I refuse to pay. I"VE NEVER HAD ANY SERVICE FROM T-MOBILE. I've tried to talk with representatives who were rude and unhelpful. The ** virtual lines have been absolutely no help. This is certainly no way to treat a new customer. I'm past the 30 day window they said I'd have to return the phone and watch. I never got it work during that time. It seems like they should at least have to provide me with an accounting.
Business Response
Date: 09/02/2025
September 2, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23782961

To Whom It May Concern:

****************** (T-Mobile)is in receipt of your correspondence dated August 22, 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 account maintenance and charges for unused services.

T-Mobile records show that our customer activated their account with one voice line and one mobile internet line. At that time of activation, our customer did not enroll into AutoPay, which is a free feature that automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored debit card or checking account supplied by the customer. However, our customer enrolled into paperless billing and elected to have their monthly billing notification sent via text message.

At the time of activation, our customer took advantage of our Equipment Installment Plan (EIP)with the purchase of new handset and wearable. At the time of these purchases, T-Mobile provided a 14-day return period which allowed our customer to use the equipment to see if it met their needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancellation of the service and any applicable equipment financing agreement entered at the time of the original purchase.

Please note pursuant to T-Mobiles Terms and Conditions, late fees, subject to the maximum allowed by state law, may be charged if payment is not received by the due date specified on the billing notification. In addition, by accepting late payments, T-Mobile is not forgoing the right to collect all amounts due. A review of the monthly billing statement confirm that our customer has billed usage.

Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. Customers can make free payments via electronic check or credit card online, over the phone through the Interactive Voice Response, or by mailing in the payment to the lockbox address on their billing statement remittance slip. It should be noted that payments made over the phone with our ************* may incur a $10.00 payment support fee, while payments made in person at one of our local retail store locations may incur a payment support fee of $5.00.

Please be advised that customers who are suspended due to non-payment will continue to have online access to their account if a T-Mobile ID was established prior to the suspension. Suspended customers without an established T-Mobile ID, or customers needing help with a password reset for their T-Mobile ID will need to call ************* for assistance.

Please be assured that T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during our customer's contact with our ************* department.

On August 25, 2025,our office contacted our customer and advised them of the above information. T-Mobile is pleased to report to your office that upon speaking with our customer, we were able to resolve their concerns 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,

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

Jacquorrion ****
Executive Response
Customer Answer
Date: 09/03/2025

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:08/21/2025
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 did not authorize the addition of two lines to my T-Mobile account. I was charged for them, despite never requesting them or receiving any equipment. This is unauthorized use of my account and caused financial harm, which constitutes fraud or account compromise T-Mobile admitted they couldn't explain how the lines got there, yet claim its not fraud because no equipment was shipped is misleading. Fraud is any unauthorized use of your account for financial gain, regardless of whether a device was shipped. I am requesting a full refund for all related charges( Crediting my account is still keeping the money I did not Authorize in the first place), a written explanation of how this happened, and confirmation that my account has been secured. ( customer Digital Security infrastructure compromised) If this isnt resolved, I will escalate to the ***. I also worry whether other customers especially elderly ones may have similar unauthorized charges on their accounts without knowing from this store.
Business Response
Date: 09/02/2025

September 2, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23779402

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated August 21, 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 pertain to lines on their account, which they stated they did not authorize.

Our records confirm in late March 2025, our customer added two voice lines, and four Mobile Internet lines of service at a retail location. The account has been billed for service on these lines for five months. T-Mobile was not made aware of the customers concerns until late August 2025. To resolve the customers concerns, the two lines were set to be cancelled at the end of the current bill cycle and an adjustment was applied for the five months of service.

On August 22, 2025, our office contacted the customer and appraised them of the above. Additionally, we informed the customer that the findings of a corporate investigation are proprietary. Therefore, T-Mobile is not able to disclose the results of our internal review. Furthermore, we provided them our contact information should they have any additional questions regarding this matter.

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

Thank you for bringing this matter to our attention.

Very truly yours,

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

******* *******
Executive Response
Initial Complaint
Date:08/21/2025
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 purchased a phone at Cricket (cash)a few years ago (receipt in hand today) I am trying to use the phone with another company today and Crickets customer service says I have to contact **********************( who is no longer in business) to unlock the phone. I contacted ******** who bought out Sprint and they are telling me I have to wait ***** hours for them to unlock my phone that was never purchased or owned by them! Im very upset about this! How can they lock a phone I purchased in cash from another company? None of their representatives or supervisors could answer that.
Business Response
Date: 08/22/2025

August 22, 2025

FILED ELECTRONICALLY

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

Re:      Your File Number: 23778494

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated August 21, 2025,regarding the account referenced in the above-mentioned file number.

After reviewing the correspondence from your office, T-Mobile is unable to locate an account using the information provided. As we are unable to locate a current or formerly active account for the customer, we are unable to provide further details at this time.

If the customer wishes to provide their account information listed below to help us locate the account, of course we will review the information and respond to the dispute should we locate an account:

Primary Account Holder name and address (the person who is contractually responsible for the Account)
Complete 9-digit Account Number (if possible)
Primary Account Holder ******************************* number
Wireless number that is the subject of the Dispute
Account Brand Type that is the subject of the **************** Sprint, Metro, and/or Assurance Wireless.

We recommend the customer include the ******************** Equipment Identifier (IMEI) of the device they request to have unlocked, so we may better assist them. Please note that if the customer is not the Primary Account Holder or a listed Authorized User, we cannot provide or disclose account information, which includes the name of the Primary Account Holder or any other identifying information. As such, the customer must be the Primary Account Holder or Authorized User for us to provide detail in response to their dispute.

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,

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

******* Kazusa
Executive Response
Customer Answer
Date: 08/23/2025

Complaint: 23778494

I am rejecting this response because: I did not purchase this phone (Apple CR from Sprint and I dont have an account with **********************. How were they able to put a lock on a phone that I paid for in full from Cricket Wireless? There is no account number that I can provide. The **** number is ***************. I purchased the phone from Cricket Wireless in 2020. My name iOS used in this complaint and would be the name on the account if there was an account. How can there be a lock on a phone I purchased (paid in full with cash through another carrier? No one seems to have an answer for this)

Sincerely,

******* ****
Business Response
Date: 09/05/2025
September 5,2025

FILED ELECTRONICALLY

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

Re:      Crystal **********
Your File No.: 23778494

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated September 3, 2025,regarding the above-referenced account.

Upon review, T-Mobile has confirmed that ******* ***** concerns appear to be related to Cricket Wireless and not T-Mobile. As such, we respectfully request that you forward this correspondence to Cricket Wireless 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,

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

******* Kazusa
Executive Response
Initial Complaint
Date:08/21/2025
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.
******** has just swindled me $1,000 bill for a phone that I purchased out right from them that they now say I did not and a tracker for my son that I rented that they say I purchased. An idiot from corporate called me yesterday and was rude and ironic and said I was an old person and didn't know what I was speaking about. The local T-Mobile store swindled me into a deal I was not made aware of. The phone was exact trade the insurance was put on it. Now when I go to fix my phone they tell me there's no insurance. The authorities in my state say T-Mobile has swindled numerous seniors out of their store. Number one I want my phone fixed number two this was an outright trade this was no deal where I traded the phone and promised to stay for 2 years. I have been with T-Mobile for 35 years and I'm about to go to straight talk or clear choice because of their abuse of me. I want contact from somebody decent from corporate not the idiot that called me yesterday and called me an old person and that I perhaps was getting old and didn't know what I was talking about. ******** has turned into a disgusting abusive company
Business Response
Date: 08/25/2025

August 25,2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23778174

To Whom It May Concern:

T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated August *******, regarding the above-referenced file number.

Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customers privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that the complainant is not an authorized user on the account which is associated with the mobile number they provided and as such,we will not be contacting the complainant regarding their correspondence to your office. The account holder of record may add the complainant to the account by contacting T-Mobile ************* at **************. T-Mobile regrets any inconvenience to the complainant.

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: 08/26/2025

Complaint: 23778174

I am rejecting this response because:
0 absolutely inappropriate the complainant is the account holder. I am the guardian of my disabled son I have guardianship legal Guardianship and they can talk to me or my disabled son. Send me to the legal department of T-Mobile and I can obviously very clearly provide guardianship papers. They have my phone number they have my account they have my son's account and if it doesn't stop I am changing cell phone carriers the abuse is vivid and the taking advantage of seniors with sales tax that are unethical needs to stop
Sincerely,

**** K ******
Business Response
Date: 09/06/2025

September 6, 2025

FILED ELECTRONICALLY

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

Re:**** ******
Your File No. 23778174

To Whom It May Concern:

T-Mobile ***, **** (T-Mobile) is in receipt of your correspondence dated September 3, 2025, regarding the above-referenced file number.

T-Mobile regrets any continued concerns **** ****** may have and we appreciate the opportunity to respond. As indicated in our response to your office dated August 25, 2025, T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. An investigation of this issue has confirmed that **** ****** is not an authorized user on the account which is associated with the mobile number they provided and as such, we will not be contacting **** ****** regarding their correspondence to your office. The account holder of record may add **** ****** to the account by contacting T-Mobile ************* at **************. T-Mobile regrets any inconvenience to **** ******.

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

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

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

***** *******
Executive Response
Customer Answer
Date: 09/11/2025

Complaint: 23778174

I am rejecting this response because: this is a bizarre non-response. ******** was reported to the attorney general into the ***. Both complaints are registered and being worked on. ******** has a lawsuit pending from the attorney general in ********** for Consumer Fraud. It is a shame because I have been with this company since the '80s. If they would like to credit my account for any kind of Goodwill funds for their abuse of me that would be nice. I will be canceling my account if I do not get compensation for their abuse.

Sincerely,

**** K ******
Customer Answer
Date: 09/20/2025
I am the authorized user on this account. I have always been the authorized user. There are two authorized users on the account. ********************** is going out of their way to cause issues and abuse.
Business Response
Date: 09/23/2025

September 23, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23778174

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated September 22, 2025,regarding the account referenced in the above-mentioned file number.

Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customers privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that the complainant is not an authorized user on the account which is associated with the mobile number they provided and as such,we will not be contacting the complainant regarding their correspondence to your office. The account holder of record may add the complainant to the account by contacting T-Mobile ************* at **************. T-Mobile regrets any inconvenience to the complainant.

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: 09/23/2025

Complaint: 23778174

I am rejecting this response because: I have sat down with a detective from the attorney general in my state and filed a complaint against T-Mobile for their abuse. There are ****** complaints against them in my state alone. I am going to go to ******* that takes good care of their senior customers. I have also filed a small claims action in small claims division of the Atlantic City Courthouse. I have served T-Mobile my local T-Mobile office on **************** in ******************* **********. I suspect they will turn this over to district manager or corporate. This will get the ball rolling and maybe they will straighten out their abuse of senior citizens. They think I'm fooling around and that I'm going to sit here being abused by this unethical company, they are mistaken.

Sincerely,

**** K ******
Initial Complaint
Date:08/21/2025
Type:Delivery 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 purchased a phone from them on August 14, 2025. The price of the phone was $69.00. I paid an additional $11.99 for express shipping and handling. I paid $7.25 for tax. The total amount that I paid was $88.24.The problem that I have had regarding this order is the fact that the phone was ordered on August 14. The express shipping and handling was paid so that the phone would be delivered 1 to 3 days after the order was placed. I should have received it by Tuesday (8/19) at the latest. As of today, the phone has been paid for, but I checked my account this morning and it shows, Order fulfilled: pending, Shipped: pending. Delivered: pending. The status is processing.I have decided that I would like for them to refund me the $88.24 that I paid them.
Business Response
Date: 08/25/2025

August 25, 2025

FILED ELECTRONICALLY

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

Re: Your File No. 23777625

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 July 28, 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 a refund request for a device order. T-Mobile investigated these concerns accordingly.

For devices activated prior to January 4, 2024, customers received a ******** warranty, during which a device may be replaced for reasons covered by the warranty policy for the first time at no cost. For devices activated after January 4, 2024, the warranty period is 90 days. Within the warranty period, customers must contact ************* to determine the correct warranty replacement process. Outside of the warranty period,Assurance Wireless is no longer able to provide a replacement handset. Should customers require a new handset outside of the warranty period, we encourage them to review the devices available for purchase at the Quality One webstore. On June 1, 2023, Assurance Wireless launched our new web store in partnership with Quality One Wireless, where Assurance Wireless customers may purchase name brand phones and accessories compatible with the Assurance Wireless network. Customers may purchase new devices at full retail price, or via available financing options depending on qualification. Customers may visit *********************************************** for further information.

It is important to note that as of December 14, 2023, our customers also have the option to utilize ************************** handsets through our Bring Your Own Device (BYOD)activation. BYOD devices must be unlocked by the original carrier or original equipment manufacturer and be compatible with the network for them to be used with Assurance Wireless on T-Mobile's network. Some Assurance Wireless services may not be available or may require additional set-up to function properly. To determine if a device is compatible with our service, customers can visit ******************************************* and enter the devices ******** ******************** Equipment Identifier (IMEI). Please note, Assurance Wireless only supports physical SIM cards at this time; embedded-SIM cards (eSIM) are not currently supported.

Please note, our records indicate the order in question was placed with our authorized dealer Quality One Wireless. It is important to note that as an authorized dealer, Quality One Wireless is a separate company, and Assurance Wireless does not provide support for these handsets or orders. As such, we must respectfully decline our customers request for refund. Should our customer have any further concerns regarding their device order with Quality One Wireless, we encourage them to contact Quality One Wireless directly for assistance by calling ************. 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 Response
Initial Complaint
Date:08/21/2025
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 had switched my cell phone carrier from TMobile to ***** I was given a free number when signing up with TMobile some 5 years ago which was never used. It just sat there. I had asked for it to be removed over the 5 years as a customer but they said just to leave it. **** closed my account for me with **********************. Suddenly I am receiving bills and numerous phone calls a day that I now owe them for this number that was never used. I have called the 800 number twice, they tell me to go to the store to deal with it but they cant help. I was told to go to a store and have my account opened and then call the 800 but they do nothing. I have asked to speak with a manager but they never call me back. When I told them to cancel the phone number they are charging me for she told me she cant do that until the next billing period which was over two weeks away! They say once my main numbers were canceled the free number becomes the primary. No one ever mentioned that. Even when I was signing up with **** they said everything would be taken care of and the salesman helping me had just quit working for TMobile after 5 years of employment. They now want almost $200 and have sent me to collections. I am so frustrated and feel like they are punishing me for switching and no one will help. I dont know how a free number suddenly becomes the primary when it was never used because a phone was never connected to it. This is so wrong. Then to tell me they cant stop the billing on a number that has been free and not connected to a phone until the next billing cycle. Very upsetting! As soon as I told her I am calling you she suddenly was able to stop the billing. I was also told I would have until October to get this settled before it going to collections. Very upsetting for a business to charge me for a service that literally doesnt exist because no phone is connected to the number. Its like charging for a massage that you never received.
Business Response
Date: 09/01/2025

September 1, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23777222

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated August 21, 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 billed charges for an active number on the account following transferring some voice lines to a new service provider via port-out.

T-Mobile records confirm, in May 5, 2025, four active voice lines were ported out from T-Mobile to a new carrier. The arrangement to transfer the lines of service was made directly with our customers new ********************** service provider and not with T-Mobile whose only involvement in this transaction,was to cancel the lines of service after our customers new ********************** service provider took control of them. In reviewing our records, T-Mobile first received a request to cancel the remaining lines of service on our customers account in July 2025, when our customer contacted T-Mobile.

Our office contacted our customer on August 22, 2025, advising them of the above information. We are pleased to report, 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
Initial Complaint
Date:08/20/2025
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.
I called Tmobile and a representative told me that they had a promotion on getting 2 free phones with them to switch from my carrier to them. They have been billing me monthly for the FREE phones. I have spent countless hours on the phone with them asking them to fix the billing error, but they still have not. I spoke witha supervisor there about 3 weeks ago, who told me that they would pull the phone logs and get back to me within a day or two, but they never called me back.
Business Response
Date: 08/25/2025
August 25, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23771857

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 20, 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, our customers concerns pertain to handset promotions.

After a thorough review,T-Mobile confirms that upon the activation of two voice lines, the customer purchased two handsets through our Equipment Installment Plan (EIP), agreeing to 24 monthly payments for each handset. At the time of purchase, multiple promotional offers were available, which provided monthly bill credits known as Recurring Device Credits (RDC) as long as the account maintained eligibility.

Both devices were successfully enrolled in promotional offers. One promotion fully covers the cost of the device through RDCs that match the monthly EIP amount. The second device, a ******* S24 FE, was purchased at a full retail price of $649.99. The associated promotion the *** qualified for provides a total credit of $600.00 over 24 months, resulting in a remaining monthly charge of $2.09 for the difference. ******** maintains that the account is being billed accurately and in alignment with the selected rate plans, equipment installment agreements,and eligible promotional terms.

T-Mobile contacted the customer on August 25, 2025, addressed their concerns, and resolved their issues. 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
Customer Answer
Date: 08/25/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
Date:08/20/2025
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 discovered that TMOBILE was charging me for lines and internet towers that I had cancelled in August of 2024. 8/2/257-10 days for request of billsPromise for a manager to callCheck on the status of the refundSara requested a bill reprintRequest for two additional lines to be removed from my ******************* ************ internetSince August, 20246:47 AM08/12/25Spoke with DanikaRequested bills for ********** from January 2023Please provide the bills electronically, for the time of August 2024 through August 2025. On 8/18/25Spoke with ***/ SaraRequested Supervisor to call backTransferred to JaJa - not a supervisorLines to be removed, and require a refund with a paper check, not an adjustment on the account. Requested ************* address, unit refused to deliver the address.Still working on the refund, From last year - Requested again with another call for 1:13:07It is with the back office and the processed from billing statement.I was promised by tomorrow, I will have the copy of the bills will be here (8/19/25)and a call from the manager about the delivery of the physical check for a refund.
Business Response
Date: 08/22/2025

August 22, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23771856

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated August 20, 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, our customers concerns pertain to billing and cancellations.

After a thorough review, T-Mobile confirmed the customer had four voice lines and two Mobile Internet lines. In January 2023, they purchased two devices on an Equipment Installment Plan (EIP) with a down payment, and agreed to 24 monthly payments for the remaining balance. Each device qualified for a promotion offering 24 monthly Recurring Device Credits (***), while maintaining eligibility. In August 2024, the customer canceled a voice line, which removed the *** due to ineligibility. The line was resumed the same day, and *** was reinstated. The **** were completed by the February 2025 billing statement. Our review found that no further cancellations were requested until April 2025, when two voice lines were canceled and a Mobile Internet line plan was changed to lower monthly recurring charges.

It is T-Mobiles position that our customer has been billed in accordance with the rate plans and services associated with the account. Our customer contacted ************* and requested bill reprints on several different occasions, which were completed. Please note that bill reprints are sent to the address of record and can take up to 10 business days to be received.

T-Mobile contacted the customer on August 21, 2025, addressed their concerns, and reached 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 Response
Initial Complaint
Date:08/20/2025
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 lost my phone so I went into tmobile store in *******, **. I financed a new phone. Was there about 1.5 hours getting all set up. Later that evening a friend called 4 times and I never got the call. Then I called tmobile sat on hold for over 30 minutes and no one answered so I used the chat and was lied to and told there was an outage in my area and that is why I could not get phone calls and that they were working on it. That was a lie. This morning my friend called and again it did not ring. I called tmobile sat on hold for 30 minutes and finally a guy answered and said he could fix the issue. We got disconnected and whatever he did made it worse. I now have no service cannot connect to wireless have no cell data. Went to work, called again, sat on hold for 30 minutes. Was verified twice, first by AI and then by the ** *** and then he transferred me to ***** ID#******* who said she could not help me unless I could verify the one time use passcode. I told her I have no service. I cant receive or make texts. She said she could not help me. I then spoke to the rudest supervisor, NOVA, who did nothing but treat me like dirt and tell me to go to the store. I explained they are closed. She did not care. The reason for the call is the phone doesn't work. But they cant help me unless I can verify a text on a phone that can't receive texts. Now I have financed a new phone and wasted hours of my valuable time. I out money and time and I have no phone. I have cancer and doctors appointments and no way to call my doctors. This is a racket!
Business Response
Date: 08/27/2025

August 27, 2025

FILED ELECTRONICALLY

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

Re: Your File Number: 23771819

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated August 20, 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, our customers concerns pertain to service issues after a handset purchase.

After a thorough review, T-Mobile has confirmed that the customer visited one of our retail locations and purchased an Apple iPhone handset through our Equipment Installment Plan (EIP). Under this agreement, the customer consented to paying the full retail price of the device in 24 monthly installments. During the visit, our retail team assisted the customer with activating the devices Embedded Subscriber Identity Module (eSIM). The following day, the customer contacted our ************* team to report issues with the new device. During this interaction, the customer was advised to visit a T-Mobile retail location for further assistance and verification.

To enhance account security and protect our customers, T-Mobile implemented Two-Factor Authentication (2FA) for postpaid account verification effective March 4, 2025. This process requires two forms of verification, such as the account PIN/passcode and a one-time PIN sent to the customers device. If the one-time PIN cannot be received, customers are required to visit a T-Mobile store with a valid government-issued ID to complete verification. Once the customer visited the retail location, they were able to assist the customer with their eSIM profile settings, and the phone and service issues were resolved.

Additionally, T-Mobile has verified the address on the customers account. Based on our coverage map, the address is located in an area with good coverage; however, there is a known service-related issue in the area that may cause intermittent connectivity. Our engineering team is actively working to resolve this matter, though an estimated time for resolution is not yet available.

T-Mobile corresponded with the customer on August 27, 2025, and confirmed their issues were resolved. Additionally, 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,

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

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

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