Complaints

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:03/26/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 contacted ******* at the *********************************************** T/mobile every mth for the last 6mths because my bill is never correct. He does fix it but never permanently . Our bill should be $230 this mth its $ 274. We have the 4 lines for $100, two hotspots told it would be $80 and payment on two phones $22 and $8 plus taxes. Should be $230 ish. I am so sick of this company but we are stuck with them . Please help

• Initial Complaint

  Date:01/17/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband has a monthly lease on his old cell phone. He went into T-Mobile store in November 2023 as he was told he could get a free upgrade and the lease could be removed so our bill would go down approx. $30. I noticed we never received our bill and called to find out why and make a payment if necessary, so it was not late. Our bills were switched to paperless without our knowledge, so I switched it back and paid the bill over the phone. I also questioned the charge for the phone, and she told me it would probably correct on the next bill. The following month I received the bill with a $10 charge to pay my bill and the $34.56 for the phone that was not supposed to be there. I called T-mobile and they removed the fee for paying my bill and reversed the November and December payment for the phone. I was told she would work on getting it corrected as I did not want to have to keep calling. She told me she would call in about a week after the holidays. I never received a call back. I received the January bill and the charge for $34.56 is still on the bill. I called T-Mobile and they said they are not able to do anything and to go back to the store. This is ridiculous!! I should not have to spend an hour in the store to be told the same thing that I am being told on the phone. The salesperson sold my husband a phone and told us our bill would be less than $130. This was a lie. This is a bait and switch. They said they do not have a code so maybe the store will have one. This is all the same company, correct????

• Initial Complaint

  Date:09/18/2023

  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.

  In June 2023, I tried to switch to T-Mobile cell phone service. I decided I did not want the cell phone service, so I returned the phones to the store on ******* Road. I was informed that they could not take the phones back at the store, and I would have to ship them back to the company. They also could not provide a mailing label, so they ordered one and I waited for the label to arrive via e-mail, which took three business days. I printed the labels at the *** store, packed the phones, and had *** ship the phones back to the warehouse. I then went out to the store on ******* Road and asked about my refund. I had contacted T-Mobile customer service via phone and they informed me they could not process any request from me without a PIN. At the store, the manager reset my pin multiple times, and when they contacted customer service, they said the pin was still all wrong.Now I am out $386 with no phones and with canceled T-Mobile cell phone service. However, they are still sending me a monthly bill, and when I contact T-Mobile on the phone, they tell me my account is closed! I have visited the ******* Road store several times to try and obtain a refund, each and every time I get the we have to check into it.On September 5th, 2023, I spoke to **** at the ******* Road store and she was going to contact the district manager. But so far, to no avail.