Business Profile
Cell Phone Supplies
T-Mobile USA, Inc.Headquarters
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Complaints
This profile includes complaints for T-Mobile USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 27,433 total complaints in the last 3 years.
- 8,109 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:06/26/2025
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.
Starting the week of 6/16/2025 my wife had been in contact with the tmobile store as well as customer service to get our 2 synced up kids watches fixed/replaced being that it was a service issue with the watch and the watches were still under the 1 year warranty. They ended up sending 2 new watches to the store to replace. Went into the store on 6/23/2025 to pick up the brand new replacement watches. Since then I have been into the store everyday multiple times a day for syncing the watches to the app that no one could figure out how to do it as well as working with customer service for almost ****** to get the watches set up and connected to the app and they couldn't get anywhere. After 3 days finally had the manager get the watches to sync but then later that day the same problem started happening again with the watches not connecting to service making the watches obsolete being they don't work. After several phone calls and several trips into the store there was no real help. Told the store as well as customer service we do not wish to get another replacement and just want our plan canceled and they take the watches back being we need them to work for our kids and they cant figure out the issue just keep telling us to wait until customer service figures out the issue but they have no idea how long that will take and we need the watches to be able to get ahold of our kids and be able to track them. I want them to cancel the plan as well as take care of the remaining balance for the watches being they are selling a product that not only doesnt work with there service but have no idea how to fix the problem.Business Response
Date: 06/30/2025
June 30, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23522859
To Whom It May Concern:
T-Mobile USA, Inc. (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 replacement devices.
Upon review, our records confirmed our customer was sent two replacement devices via our Handset Exchange Program. Further review, confirmed upon receipt of the replacement devices, our customer worked with our retail store location, and our ************** and were unsuccessful in assisting our customer in completing the activation of the devices.
Our office contacted our customer on June 30, 2025, regarding the above findings. To amicably resolve this matter, the lines associated with the devices were canceled. Additionally, a credit was applied to the outstanding Equipment Installment Plan (EIP) balances associated with the devices, updating the balance due for each EIP to zero.
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,
T-MOBILE USA, INC.
******* ******
Executive ResponseInitial Complaint
Date:06/23/2025
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.
MetroPCS is supposed to give me a discount for being over 55 and won't. My original plan included ****** and ****** calling. For the last few months my ****** and ****** calling has not been activated. When I called MetroPCS of course I'm told I'm not entitled to any of these things and in fact if I want them I need to pay more. T-Mobile won't let me switch because it's a says it's an affiliate of MetroPCS although it has better plans and clearly offers an age discount. My plan is supposed to be $45 a month is what I was told in April and it keeps populating at $50 and without my international calling features working.Business Response
Date: 06/30/2025
June 30, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
************************
Re: Your File No. ********
To Whom It May Concern:
Metro by T-Mobile is a brand operated under T-Mobile ******** (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 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 to this matter. In reviewing this matter, the customersconcerns are pertaining to their rate plan and feature.
After a thorough review T-Mobile confirmed that the account is subscribed to our $50.00 Unlimited LTE plus ****** One rate plan, which provides unlimited talk,text, and high-speed data. However, the $50.00 Unlimited LTE plus ****** One rate plan is not a specific rate plan for our customers who are 55 years of age or older. Additionally,the $50.00 Unlimited LTE plus ****** One rate plan does not include the $5.00 ****** and ****** Unlimited feature, which provides unlimited calling and texting in the ***** ******, and ****** to *****************, plus unlimited data with 5 GB of high-speed data
T-Mobile contacted the customer on June 30, 2025, and we offered the customer to change their rate plan to our $40.00 Unlimited Promo rate plan plus the $5.00 ****** and ****** Unlimited feature to start on July 17, 2025. Additionally, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
METRO BY T-MOBILE
***** *******
Executive ResponseInitial Complaint
Date:06/22/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was talking to an agent about switching to T-Mobile for my cell provider , as I already had their internet. I was promised I would be eligible for two free iPhone 16s. After the port over was initiated he said I would have to pay 200$, but even. Better they would pay off our iPhone 15 pro max from *********** soon as we switched that guy went off and everyone said we werent eligible for any of that. I begged them to stop the port over, they ignored me. Spectrum now locked the phone and is making me pay 631$ to unlock. T-Mobile now says I have to pay it and they will pay me back. They say the only way I can get what was promised is get a higher plan or pay for another phone. My fianc runs a travel plaza so she CAN NOT be without a phone. When spectrum locked our phone and T-Mobile refused to pay it off, tmobiles answer was to put both numbers on my 14promax. I was then forced to go to Best Buy and buy a new 16 for my fiance..now I have the same phone and I lost one we had halfway paid off. I wish I never switched to T-Mobile. You guys gave me 70$ and I gave it back. The last agent tried to give me 400$ I hung up on her. I want what was promised to me. Next compliant is Toto the ***.Business Response
Date: 06/28/2025
June 28, 2025
FILED ELECTRONICALLY
Better Business Bureau
12639 W Explorer Dr, Ste 200
Boise, ID 83713
Re: Your File Number: 23504519
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 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 customer’s concerns are pertaining to our Family Freedom program and purchasing new equipment. Our records indicate the customer contacted Customer Care and activated two voice lines, which they ported in from their previous service provider.
Upon a further review, T-Mobile confirmed that our customer was attempting to take advantage of our Family Freedom promotion and was not successful. The Family Freedom program requires customers to purchase equipment on an Equipment Installment Plan (EIP); however, our records indicate the customer did not purchase a new device on EIP. T-Mobile’s records also indicate that the customer did not meet the other requirements involving tenure with their previous service provider.
On June 24, 2025, our office contacted our customer and advised them of the above information. Our office continues to work with our customer to amicably resolve the 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,
T-MOBILE USA, INC.
Daniel Thornton
Executive ResponseInitial Complaint
Date:06/22/2025
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 do **** have cell phone service with tmobile. A month ago I called to sign up for a switch from att, but customer service was so incredibly rude and unhelpful that I decided to go with a different carrier. My name and phone number are not in your database. My credit card is being charged in error and I cant get anyone on the phone to stop it and refund the erroneous charges.Business Response
Date: 06/25/2025
June 25, 2025
FILED ELECTRONICALLY
Better Business Bureau
12639 W Explorer Dr, Ste 200
Boise, ID 83713
Re:Your File Number: 23503386
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 22, 2025, regarding the account referenced in the above-mentioned file number. Please be advised we have made attempts to contact the customer, which have proven unsuccessful. As such, T-Mobile will make every effort to address their concerns within this letter.
T-Mobile regrets any concerns the customer may have regarding their account, and we appreciate the opportunity to address this matter.
Upon review, the customer’s concerns relate to billing. The account was activated on May 31, 2025, with one voice line subscribed to the Essentials Saver rate plan at $55.00 per month plus applicable taxes and fees. At the time of activation, the account was enrolled in 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 credit card, debit card or checking account supplied by the customer.
The billing statement dated May 31, 2025, reflected a balance of $59.92 for the service period from June 1, 2025, to June 30, 2025, with payment due by June 22, 2025. On June 20, 2025, a payment of $59.92 was successfully processed through AutoPay, bringing the balance to zero. However, on June 22, 2025, a refund was issued at the customer’s request, resulting in a new balance of $59.92.
Further review confirmed that the customer contacted Customer Care on the activation date to complete a number transfer from another service provider to T-Mobile. However, as the device was network-locked to the previous carrier, the customer was advised to contact that provider to request a Mobile Device Unlock in order to use the device with the T-Mobile network. During the conversation, the customer indicated their desire to cancel the account; however, the call was disconnected before the necessary disclosures could be reviewed, and therefore the cancellation could not be finalized. Additionally, the account review confirmed that the services remained unused.
Based on the above, the account was scheduled for cancellation on June 30, 2025, and a credit was applied to bring the balance to zero. Furthermore, we provided the customer 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,
T-MOBILE USA, INC.
Faith Ouzts
Executive ResponseCustomer Answer
Date: 06/25/2025
Complaint: 23503386
I am rejecting this response because: although the dispute is now on record, handled and refunded, it should never have reached this point. Of all the horrible customer services I've seen over many years, this was one of the worst.i spent 3 full days on the phone canceling the service and was met with hostility and incompetence at each and every stage of each call I placed to this company. It sent my anxiety through the roof and wasted my time. Hire English speaking representatives who are actually trained in customer service. What a horrible experience.
Sincerely,
Tricia MezzacappaInitial Complaint
Date:06/21/2025
Type:Product 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 canceled my account and returned my wifi device on 4/25/2025. I was told that I would receive a refund in 30 days. On 5/20/205 at 1108 AM I spoke with ****** and was told I would receive my refund on 6/15/2025 and it would be credited to my card. On 6/19/2025 at 1115 AM ****** couldn't explain why I don't have my $23.17 refund. He said he would try to manually enter the refund. As of 6/21/2025 I do not have my refund.Business Response
Date: 06/28/2025
June 28, 2025
FILED ELECTRONICALLY
Better Business Bureau
12639 W Explorer Dr, Ste 200
Boise, ID 83713
Re:Your File Number: 23501474
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 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, our customer’s concerns are pertaining to the refund of their cancelled account’s credit balance.
Upon review, we found that upon cancellation of T-Mobile service; the account reflected a credit balance after the customer’s final payment. Our records confirm that the customer contacted T-Mobile regarding the refund of their credit balance, and was advised it would arrive via prepaid MasterCard within the next billing cycle. However, to resolve the customer’s concerns a manual submission was escalated to refund the customer’s credit balance back to their card on file.
On June 25, 2025, our office contacted the customer and was able to confirm that they received the refund on June 24, 2025. 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,
T-MOBILE USA, INC.
Terrance Troy
Executive ResponseInitial Complaint
Date:06/21/2025
Type:Product 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 purchased a new iPhone in February, I sent my old phone back by ***** I had called one of the T-Mobile stores and told I could send it back by *** or ****. I kept calling T-Mobile if they received the phone because I was receiving texts that they had not received it. I received a text in June that they finally received it. I called to make sure I was receiving the credit and I was told that it is out of the promotion time and I can't receive the credit. I would only get $80 credit. I told her to send my phone back or I could give back the new phone. She said she could not send back my old phone, if I sent the new phone back, I would have to pay for it. I told her I have been with T-Mobile for a long time, and this is how you treat your customers. I have no control over how the **** takes to send stuff back. I told her I will probably canceling my service, she said I could do that for you right now!The promotion is not a lot of money; it is the word of your company to give that promotion to your customers. It is very sad that this is how the company fails to go by your word and standards. I know I am just a small amount of money that comes into your company, but it is word of mouth and the feeling by the treatment of your staff that makes customers leave.Business Response
Date: 06/28/2025
June 28, 2025
FILED ELECTRONICALLY
Better Business Bureau
12639 W Explorer Dr, Ste 200
Boise, ID 83713
Re:Your File Number: 23500969
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 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 customer’s concerns are pertaining to not receiving a device promotion after they sent their trade-in device to T-Mobile. T-Mobile investigated these concerns accordingly.
T-Mobile offers a deferred trade-in program which allows customers to send their trade-in to T-Mobile. Please be advised that when customers participate in a device promotion that requires a deferred trade-in, the trade-in device must be returned within 30 days of the purchase date. According to T-Mobile records, the device was received; however, it arrived after the 30-day window had passed. As a result, the customer did not qualify for the device promotion.
T-Mobile contacted the customer on June 23, 2025, addressed their concerns, and discussed the device promotion with them. Please note, we were able to assist the customer with an amicable resolution. 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,
T-MOBILE USA, INC.
AJ Malizia
Executive ResponseInitial Complaint
Date:06/19/2025
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 military and left the country on order July 2023, and cancelled my t mobile service completely over the phone before I left. T Mobile continued to charge me for lines they told me would be canceled from July-December, totaling $635.69. The bill did not find me overseas for 12 months after I departed and I have been trying to dispute the charges ever since. Bad customer service for a deployed military ********************** resulting in faulty charges. I should not have been charged and will not continue service with t mobile after being a loyal customer for 15 years.Business Response
Date: 06/30/2025
June 30, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23492428
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 19, 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 a cancellation request and their billing charges.
In reviewing this matter, T-Mobile records indicate the customer requested a cancel for their wearable and Mobile Internet lines and a seasonal suspension for their remaining voice lines in July of 2023. The cancels were not set due to an administrative error; however, the remaining lines were suspended at the customers request, which reduced the monthly charges remitted monthly with AutoPay. It should be noted that a seasonal suspension is set for a period of 90 days and automatically resumes at the end of the period if no additional suspension is set. Once resumed, the selected rate plan and service charges continued as normal. In October of 2023, AutoPay was unsuccessful and effectively removed and the account was ultimately canceled as of January of 2024. T-Mobile first received contact regarding the account charges in June of 2025.
T-Mobile contacted the customer on June 26, 2025, discussed their concerns and were able to come to an amicable resolution on the account. 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,
T-MOBILE USA, INC.
****** *****
Executive ResponseInitial Complaint
Date:06/19/2025
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 filing a complaint regarding T-Mobiles misleading upgrade and trade-in program. On April 17, 2025, I upgraded my phone through T-Mobiles app using the Yearly Upgrade option, which was the only upgrade path the app permitted. The offer stated I would receive monthly bill credits for my new phone and that my old iPhone 15s remaining balance would be paid off once traded in.I sent in my old phone on May 2, and T-Mobile confirmed receipt on May 8. Despite this, I received repeated text messages saying my phone had not been received. I called on May 17 and May 18 and was assured by T-Mobile representatives that:My phone had indeed been received.I would receive the credits.The text messages were errors and should be ignored.On June 18, I received another message denying the creditsclaiming my phone had not been received. When I called again, I was finally told I wasnt on the correct plan to qualify for the promotion. This was never disclosed during the upgrade process, and the app guided me into a program I was not actually eligible for.Instead of honestly informing me that I was ineligible, T-Mobile sent false not received texts after confirming receipt, which is misleading and unacceptable. Now I am being charged the full price of the new phone, and only a small portion of my old phones value was credited.I am asking that T-Mobile honor the agreement and provide to me the billing credits as promised.Business Response
Date: 06/30/2025
June 30, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
RE: Your File Number: 23492266
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile)is in receipt of your correspondence dated June 19, 2025, regarding the above-referenced file number. Please be advised we have made attempts to contact our customer, which have proven unsuccessful.
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 a promotional offer.
Please not that starting December 7, 2023, customers who previously participated in the Forever Upgrade program transitioned to the Yearly Upgrade program. This upgrade feature is primarily available to customers on qualifying rate plans. As our customer is enrolled to a qualifying rate plan, they have the ability to upgrade their handset as long as they meet the following:
Have a new installment agreement created on the eligible plans.
Maintain the installment agreement for a minimum of six months.
Have paid at least 50% of the phone's cost.
Trade in their old phone in good condition.
T-Mobile records confirm in April of 2025, our customer took advantage of our Apple Trade ********:$1,000 off with Any Condition Trade on Experience Beyond or Go5G Next (Apple Trade ********* promotion for one of their lines. Our customer took advantage of our Equipment Installment Plan and traded in an eligible handset to qualify for this promotion. Upon review of the traded in handset, T-Mobile was able to determine the handset was returned in May of 2025. In June of 2025,T-Mobile re-enrolled our customer into the Apple Trade ******** promotion.
Should our customer wish to discuss their concerns, they may contact our office directly using the information provided in our contact attempts.
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,
T-MOBILE USA, INC.
****** ****
Executive ResponseInitial Complaint
Date:06/19/2025
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 was quoted a $192 price for my lines. I added insurance and AirPods and premium ******* which added $100 to my bill. The bill came out and was $384 I called customer service they got it back to $284. The next bill came out it was $389 again higher than the quoted price. Called in again had to down grade service. Got the bill to $242. Next bill comes out the bill is $349 called customer service was told sorry thats your bill. They also said they would pay off our phones I submitted all the paperwork and the system lost it. These people have scammed us and do not keep their word. The quote too good to be true prices and never honor themBusiness Response
Date: 06/30/2025
June 30, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re: Your File Number: 23480792
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 17, 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, we confirmed the customers concerns are pertaining to our Keep and Switch offer and billing concerns.
After a thorough review, our records confirm that our customer activated four new lines of service and completed a port-in on the four lines. Our records confirm that our customer qualified and took advantage of our Equipment Installment Plan (EIP) with the purchase of two accessories. At the time of purchase, our customer remitted a down payment, agreed to 12 monthly installments. Our customers account is billed by a system known as bill current. This means charges for the rate plan are billed in advance of the service being provided and become due within that billing cycle
Keep and Switch allows customers from select carriers who port over to T-Mobile to keep their eligible phone, and we will reimburse them for their remaining device balance, up to $800.00, via a Virtual Prepaid MasterCard. To qualify for reimbursement, customers must upload proof of balance associated with the device they bring to ********************** on our website ************************************* within 30 days of activation of service.
In May of 2025, our customer contacted our ************* team to request information about their Keep and Switch submission. Our ************* team advised our customer that there was no record of any Keep and Switch submission and offered to assist our customer in completing a new submission. Regrettably, our customer declined the assistance.
From May 30, 2025, to June 3, 2025, our ************* team contacted our customer, who advised them that they did not have the specific information needed to complete their submission for our Keep and Switch offer and our care team directed the customer to contact us back as soon as they had the required information for additional assistance. As of the day of this correspondence, our records do not reflect any submissions for our Keep and Switch offer.
Additionally, T-Mobile records indicate that the account is subscribing to the agreed upon rate plan. It is important to note that customers have access to monthly billing statements online and should be reviewed to ensure all charges are accurate and to identify any discrepancies promptly. Early notification of any billing concerns helps T-Mobile resolve issues quickly. Respectfully, it is T-Mobiles position that the account has been billed accurately for the services to which it subscribes.
On June 23, 2025, our office contacted the customer and 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,
T-MOBILE USA, INC.
**** ********
Executive ResponseInitial Complaint
Date:06/19/2025
Type:Delivery 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 submitted a rebate for $200 from Tmobile for signing up for their home internet service. I signed up on Feb 7, 2025. I followed all the instructions provided by Tmobile to claim this $200 rebate. As of today 6-19-2025 Tmobile still has denied and not paid me this $200 rebate I am due.I called to dispute this with tmobile on June 6, 2025 and spoke with rep. ******* She told me it would take 1 week to "research" and she would personally call me back on June 17th with a update. Today is the 19th and I have received no call or voicemail from ****** or anyone else from Tmobile. Today is two days past my promised call back and still not a peep from tmobile. They just lied to me and ignored my dispute.This file shows my order confirmation showing I'm eligible for the $200 rebate offer:2025-02-07 Order Confirmation with $200 rebate instructions.pdf This file shows as of today tmobile has still incorrectly denied my $200 rebate 2025-06-19 2 rebate denied.pngBusiness Response
Date: 06/30/2025
June 30, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re: Your File Number: 23491562
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 19, 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 Internet ********: $200 Rebate with New Internet Line (Internet ********* promotional offer.
In reviewing the records, T-Mobile confirmed the customer did not subscribe to an eligible rate plan and therefore their submission to receive a rebate in the form of a prepaid card was correctly declined.
T-Mobile contacted the customer on June *******, and apprised them of our review. T-Mobile provided a resolution regarding the matter; however, we offered to review any further documentation, if necessary for an alternative 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,
T-MOBILE ********
****** *****
Executive Response
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