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Business Profile

Cell Phones

T-Mobile & Metro by T-Mobile

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phones.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 3 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/23/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had TMobile for about 5 years, never late on a bill. They raised their prices, so we needed to switch. I had two pieces of their equipment which was sent back to them. I have the tracking numbers that they received them. They took ****** out of my checking account for those 2 pieces of equipment which they got back. I got refunded ****** but am still owed ******. I feel like they stole this money from me. It took them almost 3 months to refund the ******. I was never late on my bills with them.

  • Initial Complaint

    Date:03/09/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had T-Mobile for approximately 5 years. They had given me a couple of cell boosters to amplify my cell signal because reception was so poor. I canceled my service after 5 years and paid my remaining bill, all of it. ******** took ****** one month later for the cell boosters. I turned them in in August. I have proof they had gotten both packages. They reimbursed me ****** Nov 14, almost 3 months later. I never did get reimbursed for the other booster. These boosters were 5 years old and never worked to begin with. I have proof they received both boosters with a shipping receipt

  • Initial Complaint

    Date:08/20/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    This company has a very unorganized business model. They have no towers that work well in my area; every time they want to reprovision your phone to a different tower but this involves messing with your voicemail or other service and the end result is you end up creating dozens of trouble tickets that engineers never resolve in a timely manner.Also, one of their representatives told me on August 4 of 2024 that I had a virus on my phone and that she didnt want to scare me. First of all, she had no way to see into my phone; secondly, this wasnt protocol and multiple red flags were sent up when I received multiple pins to my phone. I called back and they stated someone was trying to access my account from their website. I put two and two together and surmised that her comment about a virus along with the multiple pins wasnt a coincidental error.I called 611 multiple times and got bogus tickets created for both the connectivity issues as well as the fraud attempt issue with no resolution.I have been with this company for eight years and want to alert others that they are no longer a good company to do business with and I will be leaving them for ******* soon.

  • Initial Complaint

    Date:01/20/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 signed up for our ******** cell phone plan under the veterans account in September 2022 we were told that we would get the just the phone plan itself would be $112 a month so we signed this contract on this new phones based on this rate of plan and then when we got the bill it was not that I have talked to the store manager she said they would be adding the credit on to our phone plan and we've only seen the credit once and they refuse to do anything else at this point . To add this credit on to our plan every single month

T-Mobile & Metro by T-Mobile is NOT a BBB Accredited Business.

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