Business Profile
Mobile Phone Service
Sprint Now Part of T-MobileHeadquarters
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Complaints
This profile includes complaints for Sprint Now Part of T-Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,568 total complaints in the last 3 years.
- 1,224 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/27/2025
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a tmobile subscriber for a very long time. I have been noticing that I dont receive certain texts from friends etc. On their phones it says delivered but I never receive them. I feel my sim may have been cloned and need to see if any tmobile *** can assist me with this. I already reset my iphone and followed all tech support recomendations and still have the same issue.Business Response
Date: 07/09/2025
July 9, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re:Your File Number: 23525983
To Whom It May Concern:
T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated June 26, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding text messaging, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are regarding not being able to receive text messages from certain phone numbers and believing that his Subscriber Identity Module (SIM) has been compromised.
T-Mobile records confirm that in July of 2025, our customer contacted T-Mobile regarding their handset concerns. At which time there were two tickets filed regarding text messages not being received by certain phone numbers. T-Mobile technicians determined that the customer's handset was not properly responding to the paging notifications being sent at the time of message delivery and the issue was with the customers equipment.
It should be noted T-Mobiles systems use sophisticated encryption and the ciphering keys change frequently between the phone and the network by using the authentication functions of the SIM. The level of encryption and the frequent changing of the encryption keys make the interception of communication on our network extremely difficult.
On July 9, 2025, upon speaking to our customer, they advised our office that their concerns with receiving text messages from certain phone numbers had been resolved. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
****** *********
Executive ResponseInitial Complaint
Date:06/27/2025
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
May 23, 2025 Monthly auto pay turned off. May 5, 2025, *** Customer **** was to ammend account back to $65.15. Loyal customers of 5 years running and more prior to last purchase. Original verbal contract dated 10/19/2017, account *********, 2 lines NEVER TO HAVE THE PRICE RAISED. Good till May, 2025. Price raised to *****, I refused to pay increase and let you just raise the price and take your money on autopay. I inforrmed *** that I would be removing my autopay. Not ta good way to do business. I did not receive a bill until June.and then another one shortly thereafter. Surely you do not require extra money because I don't want to do business with you any longer. I will send a check for $70,96 today . Any future charges should be adjusted by your company.Business Response
Date: 07/07/2025
July 7, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re: Your File Number: 23525982
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence regarding T-Mobiles recent rate plan monthly recurring charge update.
As costs and inflation continue to rise, in 2024 and 2025, T-Mobile made small adjustments to the pricing of some of its older rate plans for the first time in nearly a decade. On May 22, 2024, T-Mobile notified certain customers enrolled in older rate plans that their plans monthly recurring charge would increase as of their June or July 2024 billing statements. On March 13, 2025,T-Mobile began notifying a separate group of customers enrolled in older rate plans that their plans monthly recurring charge will increase as of their April or May 2025 billing statement. It is important to note that any lines impacted by a monthly rate increase in 2024 that remain on the same rate plan will not see another increase in 2025.
T-Mobile notified all impacted customers by way of text message, email, and/or direct mail, about the rate increase and how the increase specifically impacts their account,including how much their current rate plan will increase, when to expect the increase, and where they can find more information. In most cases, the rate increase is $5.00 per line. All plan services, benefits, and due dates will remain the same. If any customer is interested in shopping for a new rate plan or would like to review our current rate offerings, we encourage them to contact ************* or visit *****************************************.
T-Mobiles long-standing commitment to offering low prices and the best value in wireless will never change. While making any adjustments to plan pricing is difficult, these updates will help us continue offering tremendous value for customers, as well as providing the experiences T-Mobile customers have come to love from us, well into the future.
Regarding these updates, we are aware some customers have inquired about Un-contract and T-Mobiles Price Lock and the difference between the two. First, it is important to note that whether a customer qualifies for Un-contract or Price Lock depends on when the customer activated their account and/or enrolled their already existing account in a qualifying rate plan. Customers who activated their account before April 28, 2022, are not eligible for Price Lock, as T-Mobile did not begin offering Price Lock until April 28, 2022. Customers with Price Lock were not impacted by the recent rate increases. For more information on Price Lock, please visit our website at *****************************************************************.
Before Price Lock was offered, T-Mobile offered Un-contract. In particular, on January 5, 2017, T-Mobile began offering Un-contract, in which T-Mobile promised that if it ever raised the monthly recurring charge for a covered plan, customers who chose to leave T-Mobile
as a result,could have T-Mobile reimburse their last months service charge. That Un-contract promise applies to all customers who activated an account on a qualifying rate plan and/or enrolled in a qualifying rate plan between January 5, 2017, and April 27, 2022. Consistent with T-Mobiles Un-contract promise, any such customers impacted by the rate increase can request to have their final months qualifying service charge reimbursed if they choose to cancel service as a result of the increase. Customers simply need to cancel service and request reimbursement within 60 days of the price increase.
Here, our records show that this customer activated their account outside of the Price Lock period. As such, their account is not protected by Price Lock given their account activation date preceded the introduction of Price Lock. Their account, however, is currently eligible for T-Mobiles Un-contract promise.
The customer ported their numbers to another carrier in May of 2025. The customers remaining balance has been credited to reflect a zero balance.
Based upon the foregoing, we respectfully request that this complaint against T-Mobile be closed. For additional concerns, please contact T-Mobile at ************.
Respectfully,
******************
*** *******
Executive ResponseInitial Complaint
Date:06/27/2025
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have now call T-Mobile every month for the past 3 months. The is ABSOLUTELY UNACCEPTABLE. This whole thing started when I got a Galaxy watch 7 from T-Mobile. I was quoted a price given what my monthly bill for services would be for the watch and the other 2 devices, cool. The first combined bill come and it isn't correct. It was $29.00 above what I was told. Called T-Mobile and got a very nice CSR who informed me that I was billed for 2 watches. I never had 2 watches just 1. So after talking to her, she adjusted the bill and sent my issue to a higher authority who contacted me and assured me that all was taken care of so bill paid. Next month, I have the same issue so again I'm calling T-Mobile yet again. The next *** who was nice informed me that said company again wants to charge me for 2 watches when I only have 1. Now I'm getting upset because I thought this was cleared. ****!! Same issue. After going back and forth the *** put me on hold and when they came back said that I should submit a fraud claim with T-Mobile. I did that CRS got the ok to adjust the bill and all should be fine. Got a call about 3 days later and I was removed although I thought). New bill comes and le that IT'S WRONG! 3RD CALL TO T-Mobile with the same dam issue. This time *** does nothing except tells me what I already know. H*** I told her was the dam problem is. Why can't I just get my dam $97.00 and change bill. I am now exhausted and want to change carriers. This is crazy. One dam little watch REALLY?! I used to praise this company, but now oh no. Just get my bill to its original $97.00 and change. If you can't do that I will just go to another carrier. This is too much stress and UNACCEPTABLE!!Business Response
Date: 07/07/2025
July 7, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re:Your File Number: 23525981
To Whom It May Concern:
T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated June 26, 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 an additional DIGITS line of service.
The customer currently has one voice, one Mobile Internet line, and one DIGITS line of service. In November of 2024, the customer purchased a ******* watch for a new DIGITS line of service using T-Mobiles Equipment Installment Plan (***) wherein the customer agreed to 24 monthly installments. As the customer activated a new DIGITS line of service on an eligible rate plan, they qualified for a promotion that was attached to the ***. Please note this watch was shipped to the address on file for the customer.
The customer contacted ************* stating the above purchase was shipped to the wrong address and ************* updated the billing address on the account per the customers request. Four days after the first watch was shipped, another order was placed for a ******* watch for another new DIGITS line of service on an *** and the customer agreed to 24 monthly installments. The new DIGITS line was activated on a monthly rate plan and the purchase qualified for a promotion that was attached to the ***. This updated the account to two DIGITS lines of service and as such, the account was eligible for a promotion for having two DIGITS lines of service which was attached to the first DIGITS line that was activated.
Our customers account is billed by a system known as bill current. This means charges for the customer's rate plan are billed in advance of the service being provided and became due within that billing cycle. The first billing statement after the above purchases included partial monthly rate plans charges for adding the two DIGITS lines of service mid-cycle, and the rate plans and services for the following month.
In May of 2025, the customer contacted ************* stating they were not using the first DIGITS line of service that was added and shipped to the wrong address and requested it be canceled. ************* scheduled the line of service to be cancelled at the end of the customers billing cycle. When the line of service was canceled, on May 9, 2025, the line promotion and promotion on the *** were removed as the line no longer qualified for them. Please note the *** remained active, but did not include the promotion and T-Mobile was unable to locate records that the first ******* watch was returned to our warehouse.
On June 30, 2025, T-Mobile contacted the customer and addressed their concerns. T-Mobile was able to reach an amicable resolution with the customer. Additionally, T-Mobile marked the first ******* watch ordered above as lost or stolen. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
***** *****
Executive ResponseInitial Complaint
Date:06/26/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am requesting urgent assistance due to severe financial hardship, disability, and ongoing medical issues. I live on a fixed income, and my medical conditions make it extremely difficult to afford basic necessities. The T-Mobile bill has become unaffordable, and I seek your support in the following:Financial ***************** Adjustments: Please apply any available hardship or disability assistance, and consider reducing or waiving unnecessary charges due to my financial and medical ******************** 360 Charges: I was assured by T-Mobile staff that the Protection 360 insurance had been removed from my devices 4 months ago. However, I am still being charged for 3 plans. I request these charges be removed and a refund for the past 4 months.***** Tablet 5G Issue: I was misinformed about the charges for the ***** Tablet, which I was told would cost $10/month. There are also hidden fees and no clear explanation for them. I was also not made aware of a return deadline, and when I attempted to return the device, I was told it was too late. I request permission to return the tablet and cancel associated ************* Insurance: I recently had my phone break and was told that my monthly insurance would not cover a replacement. Instead, I was forced to purchase a new phone at a higher cost, and I am now being charged for it. This was unexpected, and I request this issue be addressed.Line Cancellation: I no longer need the line associated with ************** and request its immediate disconnection and cancellation of all associated charges, including ************ summary, I request:A refund for the past Protection 360 charges.Cancellation of the tablet and its associated fees.Immediate disconnection of the ************** ******* penalties for breaking any contract.Full reimbursement for unexplained fees and charges added to my account.I have been a loyal customer, but in my current financial and health situation, these charges are unsustainable.Business Response
Date: 07/08/2025
July 8, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re: Your File Number: 23525220
To Whom It May Concern:
T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated June 27, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, our customers concerns pertain to account billing, new lines of service, optional features, and equipment purchases. Records confirm our customers account was activated several years ago and had two active voice lines of service subscribed to a discounted rate plan. In addition, optional device protection features were enrolled to both voice lines.
This year, our customer activated two new Mobile Internet lines of service and enrolled one of the lines to an optional device protection feature. In addition, our customer purchased two handsets, a tablet device, a watch device, and accessories via our Equipment Installment Plan (EIP). Accordingly, the tablet and watch purchases qualified for several promotions, which required that new Mobile Internet lines of service on eligible rate plans were activated with the promotional timeframe. Upon review of the account, we found no records to indicate that our customer contacted T-Mobile to discuss their account, bill, or to dispute any charges until recently, within the last few months. Please be advised within T-Mobiles Terms and Conditions, customers are advised they are to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges.
Around two weeks ago, our customer worked with our ***************** team regarding account and billing concerns. To resolve our customers concerns, our ***************** team applied several courtesy credits to the account, scheduled one of the voice lines to be canceled, and scheduled the rate plan to be changed at the end of the billing cycle, pursuant to our customers request. In addition, our ***************** team unenrolled all but one voice line from the optional device protection features and credited the remaining balances for three EIP plans, which closed the EIPs. Further, our ***************** team submitted a return order for the watch device, potentially the tablet device, noted that they will continue to work with our customer until this matter is resolved to their satisfaction.
On July 7, 2025, our office corresponded with our customer by email and apprised them of the above. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter. We regret 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,
******************
**** McCanna
Executive ResponseInitial Complaint
Date:06/25/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
11/11/2024, I went to Tmobile looking to upgrade my phone. The employee let me know my phone has already been paid off and I was being charged a Leasing fee that I shouldnt be. He informed me that the charge was $33 a month. He said that they dont even offer that type of plan and it was something that automatically carried over when my service was switched from Sprint. He said I had been overpaying for ********. I had overpaid $759 in total. So he said that I should call the **************** line to get it resolved and get my money back. I called and explained the situation to the representative. They reviewed my account and agreed that this shouldnt have been happening. And said that they will refund me all of my money. They said since it was a large amount it would have to be reviewed by management before initiating that refund. They said I would hear back in 7 days. And for today all we can authorize is 2 months back on your account, $66. I have attached my November **** to this complaint as evidence. 11/30/2024, I called customer service back since I had not received any update on the matter. The representative says she saw the notes on my file. She agreed that I was owed the same confirmed amount of 23 months of being charged $33 in backpay. Yet, it was still in review, and it could take weeks. She said she was only authorized to give me 2 months today, the same $66. Also proven in the Bill attached to this complaint. I called in April where I demanded to talk to a superior. A supervisor got on the phone, I explained the situation. He offered me the 2 months pay for now, and I said that wont be good enough. You have had enough time to give me my money in full. He put me on hold and then came back with a resolution. They confirmed the amount Im owed(now $627), and it would be sent to my billing address in the form of a gift card. He confirmed an email would be sent as a receipt. 06/25/2025 I have received no mail nor communication from Tmobile.Business Response
Date: 07/04/2025
July 4, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re: Your File Number: 23517498
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 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 customersconcerns are pertaining to monthly lease charges.
After thorough review of the account, our records confirm that our customer took out a lease for a device while with ********************** on July of 2020, prior to migrating to T-Mobile. Sprint previously launched the Sprint Flex Lease program, an option that provides qualified new and existing customers with the flexibility to lease select devices for a lower monthly cost versus purchasing the device. Lease payment varied by device,and a down payment may have been required and varied by customer and device. With a ********************** Flex lease option, Sprint owned the device. At the end of the lease term, customers had the option to continue to lease the device on a month-to-month basis, cancel the lease and pay the Lease Device Purchase Price (DPP) to purchase and own the device outright, return it to us, or return it to us and upgrade to the latest device.
Our customers signed Lease Agreements clearly and conspicuously disclosed that upon the satisfaction of the Lease Agreement, if they do not return the device, they will be billed a month-to month charge, which is separate from the Device Purchase Price. The month-to-month charges are not applied toward the Lease Device Purchase amount, which is outlined in the Terms and Conditions of the Agreement. Once the lease is satisfied, for a limited time, customers could elect to pay the Lease Device Purchase amount via a nine-month installment option.
Further, our records indicate that our customer contacted ************* to dispute the month-to-month charges and requested a credit for the time they were billed for said monthly charge. ************* provided adjustments equal to four months of the disputed charges and advised that a review of the account would be made for any additional adjustments. It is important to note we were unable to substantiate a specific credit amount associated with the additional adjustments being reviewed.
On June 26, 2025, our office contacted our customer and provided them with an amicable resolution. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
***** ******
Executive ResponseInitial Complaint
Date:06/24/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Female employee with long dark hair refused to even look or help with my phone. The most unprofessional experience Ive ever had with T-Mobile after being a customer for over a decade to be cussed out, refused help with a device they sold me, & then for the employee to act like a complete child and not respond when asking for her name while on the phone with the district manager for the area is unacceptable. My phone still has not been fixed after a week of having a defective product that she sold me. They have refused to answer any phone calls or help with this issues.Business Response
Date: 07/02/2025
July 2, 2025
FILED ELECTRONICALLY
Better Business Bureau
*****************************
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Re: File Number: 23514385
To Whom It May Concern:
T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated June 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 to this matter. In reviewing this matter, the customers concerns are pertaining their store experience.
After a thorough review, T-Mobile confirmed that the customer visited a retail store to purchase a new device. During this process, a store representative attempted to assist the customer with the transfer of their data from their old device to their new device; however, there were issues with the stores Wi-Fi, so they attempted to the use the hotspot on the customers old device. Regrettably, the customers device lacked power mid-transfer. As such, the customer was directed to finish the transfer on their end. When the customer attempted to finish the transfer, they ran into issues which prevented them from completing the transfer. After not being able to reach the store via phone, the customer returned to the store days later.
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 customers recent contact with our retail location.
********** contacted the customer on June 26, 2025, and addressed their concerns. ********** submitted a request for an internal investigation. It is important to note that the results and findings of this investigation are confidential and cannot be shared outside of our corporate channels. We are pleased to report that the customer has accepted this as a resolution. 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 ResponseInitial Complaint
Date:06/24/2025
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called ******** to inquire about their services and phones. The customer representative I spoke told me she would save my information so that when I called the following day it would be in the system. However, I decided not to switch to their service. I later received a **** card in the mail that I did not ask for or order. I called ******** and spoke with the supervisor who stated this was a normal practice of ******** to open accounts and send **** cards, to allow the customer service **** to receive credit for opening an account. I then requested the account be closed asap. I was told it would be closed, and I would not be charged. A month later I received a bill for $74 from ********. I called to dispute the charges and demand the charges be deleted. I was told this would happen. However, now I received a final bill of $14 from ********. I have tried calling to discuss the situation, but all calls are transferred overseas where English is not spoken well. This is an illegal opening of an account.Business Response
Date: 07/10/2025
July 10, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re: Your File Number: 23510255
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 23, 2025,regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to an account activation.
After a thorough review, T-Mobile records confirm that our customer contacted T-Mobiles Telesales team at which time an account was activated, and a new Subscriber Identity Module (SIM) card was mailed to the customer. It is important to note that the account was billed by a system known as bill current. This means charges for the customers rate plan are billed in advance of the service being provided and become due within that billing cycle. Typically, customers are assigned a billing cycle within one to four days after activation. T-Mobile does not assess any rate plan or feature charges billed during this short time before the customer is assigned a regular billing cycle;however, any additional usage charges incurred are billed and posted on the first billing statement that is generated, along with the monthly recurring service charges for their regular billing cycle.
Our records show that the customer contacted T-Mobiles ************* after receiving the new SIM card in the mail and requested that the account be cancelled and not be charged for any service. ************* cancelled the account as a no installation on the same day. A month after cancelling the account, the customer contacted ************* after receiving an updated bill in the mail. This billing statement reflected pro-rated charges due to the mid-cycle cancelation. ************* attempted to assist the customer; however, as they were unable to provide information for ************* to assist no changes were made on this day and the account remained with a balance due.
On July 3, 2025, our office contacted the customer and advised of the above information. ********** was able to reach an amicable resolution with the customer. T-Mobile regrets any inconvenience to the customer.
Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention.
Very truly yours,
*****************
****** ********
Executive ResponseInitial Complaint
Date:06/24/2025
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased 2 new ******* phones from T-Mobile on 18 April 2025. We were to receive a credit of $400.00 per phone once we mailed the phones to T-Mobile. *** states that T-Mobile received both phones on 8 May 2025. We received a credit of $16,67 per phone on May and June 2025 statements. We were then debited $108.35 on the July 2025 bill due to "Trade in devices for 2 lines were not received. Device promotions were removed and promotional credits were reversed totaling $66.68 for May and June."We also received an email from T-Mobile on 9 May 2025 stating: We're processing your T-Mobile trade-in devices...but yet they are now stating that they do not have the 2 phones shipped to them...They took away the credits that have been applied and now threatening us that we either pay immediately or face disconection and reconnection fees.Business Response
Date: 07/07/2025
July 7, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
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Re: Your File Number: 23510254
To Whom It May Concern:
T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated June 27, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to our promotional offers.
After a thorough review, T-Mobile confirmed that the customer purchased two handsets for use on their account. At the time of the purchase, T-Mobile offered several promotional offers the customer was eligible for.
It is important to note that T-Mobile does not use tracking numbers as proof of receipt for returned equipment, as there are various external factors that may result in the referenced equipments inability to be scanned into our return database. Records show the trade-in handsets were received at our T-Mobiles warehouse. Our review found the account was successfully enrolled in the applicable promotional offers based on their handset trade-ins and devices purchased.
On June 27, 2025, our office contacted the customer, advised them of the above, and addressed their concerns. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
***** ******
Executive ResponseInitial Complaint
Date:06/24/2025
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am an over 25 years customer of ********. I recently in May of 2025 bought an apple 16Pro phone with them with a promotion. The promotion gives me a discount of $14 per month. I have a new job and called in to add me ESIM to the same phone and was told it cannot be done because I am on the payment plan and promotion. I have traditionally bought my phones from ***** with the same payment plan, the only reason I decided to go with TMobile is because the marketing and messages on how I can upgrade for a promotional price when the important detail of SIM LOCKED was left out, and was part of the multi page fine print which I dont know if anyone ever reads through. I traded my phone which is not being given back to me now. I need TMobile to resolve this ASAP - my Req: ******. This was approved by a ************* Supervisor ******. I have had 10 different agents/ conversations since my original req on June 16. If Tmobile cannot resolve then I can pay for my phone provided my promotion is in tact and discount per month continues. I am told it wont.Customer Answer
Date: 06/27/2025
I request the monthly discount to continue or unlock my phone.Business Response
Date: 07/09/2025
July 9, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 23510253
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated June 23, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer had regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to a device promotion and Mobile Device Unlock.
T-Mobile confirmed the customer utilized our Equipment Installment Plan (***) with the purchase of a handset and completed a trade-in as part of the requirements to qualify for an available promotion. The *** included a series of monthly installments that were accepted by our customer. The promotion offered a discount that would be applied for the term of the *** as long as the eligibility requirements were maintained. As the customer met the requirements of the promotion, the account was enrolled in the promotion and scheduled to receive monthly recurring credits.
Please be advised, mobile device unlocks are available for those devices that meet our eligibility requirements which are available at ****************************************************************************************************; As the account did not meet the eligibility requirements, the customers request for a mobile device unlock was denied.
On July 8, 2025, our office contacted the customer and amicably resolved the matter to their satisfaction. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
***** *****
Executive ResponseInitial Complaint
Date:06/24/2025
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On approximately June 9, T-mobile blocked my phone number from sending text messages due to "suspected spamming". I was not aware there was a problem until my friend informed me she was about to call the police to do a welfare check on me as she hadn't heard from me in a couple of days. I did not receive any kind of warning that I had been blocked. I understand the need to "surprise" an actual spammer, but I should at least receive some kind of notification that I have been blocked, and a reason why. It would also be nice to know when/if I can text again. I have had zero communication from this company regarding this problem. I am completely in the dark and this is unacceptable.Customer Answer
Date: 06/27/2025
I would like to have the ability to send text messages restored immediately. I would also like to see policy changed that people who get blocked actually get notified that they have been blocked. I have received zero notice or communication from T-mobile regarding the fact that I have been blocked, nor have I had the opportunity to file an appeal, both of which are illegal.Business Response
Date: 07/07/2025
July 7, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23510252
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 27, 2025,regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns the customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to their *** being blocked for spam.
T-Mobiles Terms and Conditions of Service prohibit the sending of mass automated communications, as doing so can affect network capacity for other customers. T-Mobile works hard to provide the best possible protection against spam for our customers, and we regularly update our systems to ensure the best experience for our customers. It is against T-Mobiles Terms and Conditions for customers to send unsolicited text messages from any account type, and doing so may lead to text message blocking or termination of service. A temporary block may be applied to prevent outgoing ***/MMS on mobile numbers where we have detected an unusual number of messages have been sent, suspicious URLs, malware, or repetitive broadcasting. This temporary block suspends texting privileges to protect other recipients from spam activity.
It should be noted, while customers with a spam message block will not be able to send outgoing messages,they are still able to utilize other services such as calls and data. If customers need to send mass communications such as those for a business or other organization, T-Mobile recommends they use a third-party service that supports the required opt-in functionality.
On July 2, 2025, our office contacted our customer and advised them that the block was lifted, and it may take up to 24 hours for the *** feature to return. 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,
******************
Jacquorrion ****
Executive ResponseCustomer Answer
Date: 07/08/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ******
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