Complaints

This profile includes complaints for T-Mobile USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  T-Mobile USA, Inc.

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  T-Mobile

  6501 Grape Rd Mishawaka, IN 46545-1007

• 

  T-Mobile USA, Inc.

  31 Inverness Center Pkwy Ste 600 Birmingham, AL 35242-4828

• 

  T-Mobile USA, Inc.

  320 Avalon Ave Ste 4 Muscle Shoals, AL 35661-2877

• 

  T-Mobile USA, Inc.

  7830 Highway 72 W Ste 170 Madison, AL 35758-9504

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:07/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had cell phone and internet service with TMobile. I cancelled both services and received a final, revised bill with a bill issue date of Apr *******. The bill shows I have a credit owed me in the amount of $58.82. The bill states this amount will be credited to my next bill. Since I no longer use TMobile, I will not have another bill with them. I contacted their customer service number and was unable to resolve the issue. The representative wanted some code that I didn't know what it was so they told me I would have to go to a TMobile store to prove my identity. I shouldn't have to prove anything, the company owes me the money and it should have either been credited back to my bank account or credit card, or a check should have been mailed to me. I sent a letter dated May 7, 2025 to the corporate office of TMobile in ************** and have not received any response. However, I have received another "final bill" stating the $58.82 owed to me would be credited to my next bill. TMobile customer service is the worst I have ever dealt with and have no intention of ever doing business with them again. I want the money I am entitled to.

  Customer Answer

  Date: 07/02/2025

  I submitted a complaint today against TMobile. I have received the money owed to me so please disregard this complaint. Thank you

• Initial Complaint

  Date:06/29/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a 15-year loyal T-Mobile customer and a U.S. veteran. I am filing a complaint not about a financial loss, but about the most disrespectful and unprofessional customer service I have ever experienced.On Sunday, June 29, 2025, 4:00PM, I spoke with a manager named "****** W" about a billing error. She refused to help, citing a false "policy." Her tone was condescending and argumentative, and she was intentionally obstructive. The experience was incredibly stressful and frustrating.The proof of her poor conduct is that I immediately called back and a different, standard representative resolved the exact same issue in minutes. This shows the manager was not only unhelpful but was also untruthful about her inability to fix the ********** a 15-year customer who has their **************** plan, I was treated with complete disrespect. This formal complaint is to ensure T-Mobile's management is made aware of this employee's unacceptable behavior. While another employee ultimately fixed my bill, the conduct of the manager warrants a formal review.

  Business Response

  Date: 07/08/2025

  July 8, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23534762
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 30, 2025,regarding the account referenced in the above-mentioned file number.
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to their interaction with our *************.
  
  After a thorough review T-Mobile confirmed our customer contacted our ************* team requesting credit for billed charges for the past three months. Our review confirms the customer was offered credit to cover the charges for two of the three months. Please be advised within T-Mobiles policy, customers are advised they are to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. 
  
  Records confirm our customer made a subsequent call to *************, and was offered additional credit. 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 ********************** employee failed in any way to display that during the customers recent contact with our ************* Team.
  
  On July 2, 2025, our office spoke to our customer and addressed their concerns. ********************** values our customers feedback and will utilize this input to improve our training and processes as we are continually striving to improve the quality of service provided to our customers. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.  T-Mobile regrets any inconvenience to the 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,
  
  T-MOBILE USA, INC.
  
  
  ******** *******
  Executive Response

  Customer 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,
  
  ***** ********

• Initial Complaint

  Date:06/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a watch and was told **** would only go up 20 bucks and now my bill went up 60 bucks .

  Business Response

  Date: 07/08/2025

   
  
  July 8, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:Your File Number: 23533235
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 29, 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.  
  
  T-Mobile regrets any concerns our customer may have experienced regarding their account, and we appreciate the opportunity to respond.  In reviewing this matter, we have determined the customers concerns are pertaining to billed charges.
  
  Our records confirm the customer recently used our website to purchase a wearable device via our Equipment Installment plan (EIP).  EIP is a payment option that allows eligible customers to purchase handsets by remitting a down payment at the time of purchase, if required, and agreeing to pay the remaining balance in monthly installments.  T-Mobile has reviewed the customers order and confirmed that the account was not eligible for any promotional offers at the time of the above purchase, as the rate plan associated with the wearable line did not meet the eligibility requirements. 
  
  Please note, the customer was billed for prorated monthly recurring charges for the wearable line of service, as the line was added mid-billing cycle.  It is T-Mobiles position the account has been billed accurately for the selected rate plan and promotional offers the customer is eligible for. 
  
  ********************** would like the opportunity to speak with our customer to work towards an eligible resolution for their concerns.  As such, we request the customer contact our office directly at contact information provided to them in our contact attempts, should they wish to discuss this matter further.  
  
  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.
  
  ********* Jaramillo 
  Executive Response
  
  

  Customer 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,
  
  **** ****

• Initial Complaint

  Date:06/28/2025

  Type:Product 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.

  Bait and switch! Accepted into the Starlink Beta program. Filled out all the associated information from the link provided via email from T-mobile customer service. Complete the application, enter my credit card information and hit submit. From there, I get a confirmation number and a note that says lets activate your satellite service. The confirmation webpage says to wait for an E-sim to arrive for download. No email or message ever arrives to my phone to download and activate the service. I've made multiple phone calls to their customer service department who know nothing about this program. They just repeat everything I say and offer no help what so ever. Now my credit card is on file with the company and will be charged in 90 days and I don't get any services and have no way to cancel, because there customer service department is a bunch of clueless Hindu AI folks from overseas, that just read from a script. I want the starlink services to work, but can't get any support.

  Business Response

  Date: 07/09/2025

   
  
  July 9, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:Your File Number: 23530589
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 28, 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 activations.
  
  T-Mobile records indicate that our customer attempted to activate a line.  Due to our system not being able to verify their address, T-Mobile was unable to activate the line.  Please note that as no line was activated, our customer was not billed.
  
  Please be assured 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 ********************** employee failed in any way to display that during our customers recent contact with our ************* Team.
  
  On July 2, 2025, our office contacted our customer and we were able to amicably resolve 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,
   
  T-MOBILE USA, INC.
  
  
  **** ******
  Executive Response
  
  

  Customer Answer

  Date: 07/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Issues not resolved

  Business Response

  Date: 07/07/2025

  July 7, 2025
  

  FILED ELECTRONICALLY
  

  Better Business Bureau 
  ****************************
  ********************
  

  Re: File Number: 23525291
  

  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 to this matter. In reviewing this matter, the customers concerns are pertaining to coverage
  issues and our Mobile Device Unlock (MDU) policy.
  

  Please note, on June 3, 2025, the customer spoke with our ************* regarding coverage and device
  issues they were experiencing. As such, troubleshooting was performed by *************; however, we 
  are unable to substantiate that the customers issues were resolved and as a result, a warranty replacement 
  device was issued to the customer on June 17, 2025. On June 26, 2025, the customer contacted Customer 
  Care and requested an MDU on their replacement device. However, the *** was declined as pursuant to 
  our MDU policy, the device must have been active for 40 days on the requesting mobile line to be 
  eligible. Nevertheless, on the same date, the customers device was provided an MDU to resolve this 
  matter. Regrettably, on June 28, 2025, the customer cancelled their account after transferring their mobile 
  number to another service provider. 
  

  On June 30, 2025, our office spoke with the customer, and we apprised them of the above-mentioned 
  information. 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 Response

  Customer Answer

  Date: 07/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:06/26/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently signed up for T-Mobile service based on promotions that were described to me during multiple phone calls in June 2025. I was told I would qualify for both the Keep and Switch promotion (which helps pay off an old phone balance when you port in and trade in a device) and a $200 ************ gift card per line for porting in my number.I initially signed up for Keep and Switch on June 5, but due to an issue with the process, I had to cancel and restart the sign-up on June 11. On that same call, a representative also offered me a free trial of T-Mobiles Home Internet, which I *********** every step, I was very clear in asking whether I qualified for both promotions, and I was repeatedly assured that I did. I was also told that my billing would begin only when I activated and ported my numbers not from the date the promotion was added.However, when I activated my phone lines on June 26, I was charged for the entire billing cycle starting June 5, including the ********************* which was not even shipped until June 12th.More concerningly, after completing the switch and attempting to redeem the promotions, I was told by a T-Mobile representative that I could only receive one promotion per line, and that I would not receive the $200 **** cards if I used the Keep and Switch offer. This was never disclosed during the sign-up process.This feels like a classic bait-and-switch: I was verbally promised Id receive both promotions, made financial decisions based on that information, and then the terms changed once I was locked in. Unfortunately, I received no written confirmation of these promises, only verbal assurances from sales reps.I am requesting that T-Mobile either:-Honor both promotions as originally promised or -Provide an equivalent account credit for the value of the second promotion (i.e., $200 per eligible line).I signed up in good faith and simply want the offers I was promised during the sale process.

  Business Response

  Date: 07/07/2025

   
  
  July 7, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:Your File Number: 23525263
  
  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 our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to port in rebates of $200.00 for each line that are not combinable with our Keep and Switch rebate.  
  
  T-Mobile records indicate that our customer submitted a rebate reimbursement for our Keep and Switch program.  Additionally, our customer attempted to take advantage of our Switch ******** rebate promotion.  Please be advised that our Switch ******** rebate promotion allows our customer to get a $200.00 port in rebate per line, with a maximum of 4 lines, when they activate a new voice line on any rate plan and port-in an eligible number.  Please be advised that this promotion cannot be combined with our Keep and Switch program.  As such, our customers Keep and Switch program submission was approved.  Although our customers Switch ******** rebate is currently pending, this rebate will not be approved as this is not combinable with the previously approved Keep and Switch program.  Our customer contacted ********************** and was informed of the above-mentioned. 
  
  On July 3, 2025, our office contacted our customer and discussed their concerns.  ********** was able to come to an amicable resolution with our customer.  Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.  
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
  
  ******** *******
  Executive Response
  
  

  Customer Answer

  Date: 07/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enrolled in TMobile service on May 18th, 2025. I brought over a paid in full unlocked phone, so I had no contract with T-Mobile or obligation. After a week of service, I decided T-Mobile did not meet my standards for phone service, and decided to go elsewhere on May 26th. I successfully ported my number and cancelled my T-Mobile service after barely a week. Even though my services were fully cancelled, T-Mobile still auto drafted my card 14 days after cancellation for the full amount of $90.21. After bringing this to T-Mobiles attention, I was assured that once the next bill generated, I would be refunded the difference. I shared my frustrations that after only having service for a week, T-Mobile kept my card on auto pay and charged me the full phone bill causing me to miss another bill. Today, June 26th, 2025, exactly one month after cancelling my T-Mobile service, I received a bill for $14.78. Called T-Mobile again upset and confused as to why I was receiving yet another bill when I had service for one week. Tried to chat again and after 30 minutes of random question that a T-Mobile service representative should already have in front of them, they informed me theyd be giving me a number to call to get it handled. Called T-Mobile and it was agreed that this bill is incorrect. I informed the representative that my card should be taken off of auto pay (it wasnt) and the representative on the phone advised she took care of it. So we shall see. The representative came back on the line and advised that even though I called them to get a port pin and cancel my service as of May 26th, that I am responsible for the charges through the full billing cycle. I HAD SERVICE FOR 8 DAYS!!!!!!!! And was not advised of that at all. I need my refund IMMEDIATELY! wasnt told ahead of time id be charged the full amount, NOR was i told my two separate chat representatives! This is fraud, and if this complaint does not get anywhere, I will consider legal representation.

  Business Response

  Date: 07/09/2025

  July 9, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************
  *************************
  
  Re:     File Number: 23524806
  
  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 to this matter.  In reviewing this matter, the customers concerns are pertaining to billed charges.
  
  After a thorough review T-Mobile confirmed that the customer activated ********************** services with one voice line and enrolled to our optional AutoPay services.  Please note our records confirm that the customer did not purchase any equipment from T-Mobile.  Approximately one week later, the customer contacted ************* and requested a Temporary Port-Out PIN, which is used by customers who wish to port out from **********************.  Temporary Port-Out PINs are a temporary PIN which customers can request via ******************************** or T-Life. 
  
  It is important to note that pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle.  Accordingly, the customer was billed through the end of their billing cycle and payment was remitted successfully via AutoPay.
  
  Our office contacted the customer on June 30, 2025, and addressed their concerns.  We are pleased to report we were able to work toward an amicable 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,
  
  T-MOBILE USA, INC.
  
  
  ******** ********
  Executive Response

  Customer Answer

  Date: 07/09/2025

   
  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,
  
  Deacon ****

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We went to T-Mobile on Saturday May 3rd in ********* Tn. to change carriers from ******* on the deal T-Mobile had going. We were there 6 hours. Everything we were told in the store ended up being untrue, we were lied to about the plan and the cost and one phone did not have service where it was needed.I have it documented but can't fit it here with limited characters.We turned phones in on May6th. Which falls in buyers remorse time frame (14 days). We turned in the phones on the 3rd ******* we have a ****** bill for 3 days of service? and they also took restocking fees I am requesting back of ******. (***** per phone). And I am requesting this bill be taken off or refunded to me so I can pay it. ****** total.We have been told by several **** the bill would go away and Tmobile keeps calling us. Every *** has lied to us. No one follows up and they keep telling us different stories.They sent the bill to a PO Box, When we found out, we corrected the address and they still have not provided us a bill but call us to pay this bill of ****** I would actually like to take this to corporate because of how bad this was for us.

  Business Response

  Date: 07/08/2025

  July 8, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23524114
  
  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 billing charges after voice lines were ported out and handsets returned.
  
  After a thorough review, T-Mobile confirmed that the account was activated on May 3, 2025, and had four voice lines. Our customer took advantage of our Equipment Installment Plan (EIP) with the purchase of three Apple iPhone 16 handsets.  Our customer was not required to remit a down payment; however, they remitted a payment for the applicable taxes on the full retail price of the device then agreed to a series of 24 monthly installments.
  
  As of the time of our customers purchase of new handsets, ********************** provided a 14-day return period which allowed our customer to use the equipment to see if it meets their needs.  If the equipment was not acceptable, it could have been returned to the original point of sale for a refund (less any restocking fee) or exchange and, if requested, cancelation of the service and any applicable equipment financing agreement entered at the time of the original purchase. T-Mobile records confirm the three handsets were returned in store on May 6, 2025, as such the **** were closed on the account.On that same day, the four active voice lines were cancelled when they were ported out to another carrier.
  
  The customers account was billed by a system known as bill current.  This means charges for the customers rate plan were billed in advance of the service being provided and became due within that billing cycle. As such, the customer continued to receive billing statements after their account cancelled, and handsets were returned.
  
  Please be assured 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 ********************** employee failed in any way to display that during the customers recent contact with our Customer Care.
  
  ********************** contacted the customer on June 30, 2025, to address their concerns and informed them of the above-mentioned information. We are pleased to report, we reached an amicable resolution. Additionally, 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,
  
  T-MOBILE ********
  
  
  ******* *****
  Executive Response
  

  Customer 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,
  
  ***** ******

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  January 2025 T Mobile called me and told me I was eligible for a free phone upgrade. I went into the store and took advantage of the free upgrade. A month later when I received my new bill it had gone up $200. Putting my bill at $343.00. I called T Mobile they said I was misinformed in the store and that not only do I have to pay the fair market value for the phone but I had a line added to my account that is $40 a month and if I cancel that line I loose the promotion. They escalated it for me and they said there is nothing they can do after reveiwing the escalation. T Mobile has scammed me and won't fix their mistake. Now I have a $40 a month line I don't need, a new phone that was supposed to be free upon trade in that I pay on every month and no one will help me. And a $343 phone bill that I can't afford. I've been a T Mobile customer for over 15 years and they refuse to undo their mistake.

  Business Response

  Date: 07/08/2025

  July 8, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23523877
  
  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 promotion.
  
  T-Mobile records indicate that the customer visited a ********************** retail location, where they activated a new line of service and took advantage of an Equipment Installment Plan (EIP) with the purchase of a new device. The customer also agreed to trade in a device and change their rate plan. At the time of purchase, T-Mobile was offering the **** ***** - $830 off select iPhones with New Line and Trade on Advanced Plan (Bus Apple Activate ********* promotion. Under this promotion, business customers could receive up to $830.00 off select Apple iPhone devices via Recurring Device Credits (RDC) when they purchased the device on ***, traded in a qualifying phone, and activated a new voice line on an eligible rate plan. Having satisfied all promotional eligibility requirements, the customer was successfully enrolled and scheduled to receive 24 monthly RDCs, while maintaining eligibility.
  
  Please note,T-Mobile regularly offers limited promotional offers. These limited promotional offers often provide customers with additional savings towards the purchase of handsets, tablets, and more. It should be noted that promotional offer values may vary depending on multiple factors such as device trade-in models,activation requirements, and rate plan eligibility. Pursuant to the terms of this promotion, customers who enroll in this device promotion must maintain the line of service and *** tied to the promotion to receive the full value of the offer. If either is closed or cancelled, the monthly credits will be forfeited.
  
  On July 2, 2025, our office contacted the customer to apprise them of our findings. We explained that the new line activation resulted in an increase to their monthly statement. Additionally, their previous rate plan included taxes, whereas the new rate plan does not, leading to a further increase in their monthly charges.We are pleased to report that we reached 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 ********
  
  
  ******* *****
  Executive Response

  Customer 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,
  
  ***** ****

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 07/25/25, I attempted to set up pay arrangement so I would not get my services shut off but it did not let me set it up for later in week to give me some fighting chances, the amount is super expensive overall for just a months bill like good lord!

  Business Response

  Date: 07/09/2025

   
  July 9, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:Your File Number: 23521060
  
  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 may have experienced regarding their account, and we appreciate the opportunity to respond.  In reviewing this matter, we have determined the customers concerns are pertaining to payment arrangements.  
  
  In early June 2025, the customer accessed their account online and set up a two-part payment arrangement.  Payment arrangements are offered as a courtesy to customers who are eligible.  Furthermore, payment arrangements cannot be modified or cancelled.  Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date and customers may be assessed a restoration from suspend fee for each line.  
  
  Regrettably, the first arranged payment was not remitted, and as such, the account was partially suspended due to non-payment.  In mid-June 2025, the customer contacted our ************** at which time the services were restored with no payment as a courtesy to our customer.  A new payment arrangement was set up, with a single payment to be remitted at the end of June.   However, the agreed upon payment was not remitted, and the account was once again suspended.  However, T-Mobile restored the services without a payment remitted.  Please note, a new payment arrangement was not set up at that time.  
  
  In early July 2025, the account was cancelled when the customer ported their ********************** numbers to another service provider.  The final billing statement consisted of a past-due balance, new charges for two restore from suspend fees and a late payment fee, as well as a credit for prorated monthly recurring charges due to the mid-cycle cancellation.  
  
  T-Mobile contacted our customer on July 8, 2025, and advised them of the above information.  We are pleased to report we reached an amicable resolution to the customers concerns.  Additionally, , 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.
  
  ***** Lopez 
  Executive Response
  
  

  Customer Answer

  Date: 07/09/2025

   
  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,
  
  ****** ********