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

4,091 total complaints in the last 3 years.
1,269 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:08/25/2025
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 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 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:08/25/2025
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 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 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,

Chantol Prophet
Initial Complaint
Date:08/25/2025
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.
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 Response

Customer Answer
Date: 09/03/2025

Complaint: 23792019

I am rejecting this response because:

Sincerely,

***** ****
Initial Complaint
Date:08/24/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am 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 Response
Initial Complaint
Date:08/23/2025
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.
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 Response
Customer 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 Response
Initial Complaint
Date:08/23/2025
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.
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
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

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