Business Profile
Cell Phone Supplies
T-Mobile USA, Inc.This business is NOT BBB Accredited.
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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
- 27,416 total complaints in the last 3 years.
- 8,081 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:06/22/2025
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.
Im filing this complaint because of serious misconduct by T-Mobile, including refusal to unlock a paid-off phone, disappearing promotions, and a dramatic ***** in billing.I paid off my iPhone 13 in full, yet T-Mobile refuses to unlock it. Every time I contact support, I get inconsistent answers or get passed between departments. This should be a basic process, yet Ive spent countless hours trying to resolve it.On top of that, *** had two phones traded in for promos first an iPhone 13, then an iPhone 13 Pro Max for an iPhone 15 and both disappeared without any credits being applied. The promos vanished and no one at T-Mobile will take responsibility.After I raised concerns about these issues, my bill doubled suddenly and without explanation. Im not just spending time on support calls Ive gone into stores, begged for help, and still gotten no resolution.I am 81 years old, and I genuinely feel that T-Mobile is taking advantage of me as a senior. Ive compared my experience to younger family members who have more lines than I do and still pay less. Its unfair, predatory, and deeply ************ not the only elder going through this I know that. T-Mobile reels people in with warm, cozy promises and a low price, only to use the old bait-and-switch: the pricing skyrockets quickly and dramatically.I am disgusted by how this company treats its older customers. We are not disposable, and we dont deserve to have our money stolen through lies and hidden charges.I am requesting:Immediate unlock of my fully paid-off iPhone 13 A full investigation into my missing trade-in promos and stolen devices A refund or credit equal to those missing promotional values A detailed explanation and removal of any hidden fees or billing errors I have documentation and am happy to provide anything needed to support this claim. What I want is simple: to be treated with honesty, fairness, and respect something T-Mobile has clearly failed to provide.Business Response
Date: 07/03/2025
July 3, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 23502606
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 customers concerns are pertaining to a ********************** device unlock, missing promotions, and billing inconsistencies.
T-Mobile records indicate no contact was made to T-Mobiles ************* to request a ********************** Device Unlock. ********************** is unable to provide the unlock as the associated account is not currently in good standing. Please note, in order to process a mobile device unlock, specific requirements need to be met including:
40-day usage on the network on the latest line of service
Account must be in good standing (Not past due, no collection holds or suspensions)
No open loans or leases on the device requesting to be unlocked
Device has not been blocked on network due to being lost, stolen, or fraud
As our customers account does not meet all the above requirements, we are unable to provide them with the Mobile Device Unlock for their device until eligibility is met.
T-Mobile records indicate our customer took advantage of our Equipment Installment Plan (EIP) with the purchase of an Apple handset. Please be advised that no trade in was attached to this purchase, and as such, there were no promotions that our customer qualified for.
T-Mobile records indicate that our customers monthly recurring charges have remained consistent; however, past due balances and the presence of late fees have caused the monthly bill to be higher. In order to prevent past due balances and late fees, T-Mobile recommends setting up AutoPay. AutoPay 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.
Please be assured ********************** 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 contact with **********************.
Please note that all decisions concerning the customer relationship are made without regard to age, race, color, religion, creed, ***, sexual orientation, national origin, marital status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination or harassment based upon any of these factors is wholly inconsistent with our company values and will not be tolerated.
On June 27, 2025, our office contacted our customer and 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 ResponseInitial Complaint
Date:06/21/2025
Type:Billing 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.
I ordered T-Mobile Home Internet on 4/25/2024. During my time with T-Mobile, I signed up for paperless billing via my email. When I moved apartments, I cancelled my service on 8/26/2024. I received a final bill and paid it on 9/18/2024. I received no further correspondence from T-Mobile. This month, a collections account appeared on my credit report for an outstanding balance of $272 with Amsher Collections from T-Mobile. I had never received any bill from T-Mobile for this amount. I also received not notification from ****** that I had a collections account. I called ********************** and was told the amount was for a non-return fee for equipment. I told the service representative that I was never notified or billed, otherwise I would have immediately taken action to resolve the issue. I was never given the opportunity by T-mobile to pay or ensure any missing piece of equipment that I may have missed (I had an incredibly difficult time this *** year with multiple personal and family emergencies) was returned. I told the representative that I had returned my equipment to my local store and had a receipt. The representative told me that I would have to settle with the collections agency directly. When questioned how I was to assure the collections agency that my equipment had been returned without assistance from T-Mobile I was hung up on. Later, I called. The *** confirmed my equipment was received but would take 2 billing cycles to process and remove the outstanding balance and reverse the collections. I cannot wait as I am a college student and need to apply for student loans. My score has dropped over 100 points for a collections of a balance I was never billed for for equipment that T-Mobile has confirmed has been returned. For the sake of my ability to attend my final semester of university this fall, I am in need of timely assistance to resolve this matter so that my credit score can be fixed. Any assistance in expediting this would be incredibly helpful. Thank you!Business Response
Date: 07/03/2025
July 3, 2025
FILED ELECTRONICALLY
Better Business Bureau
12639 W Explorer Dr, Ste 200
Boise, ID 83713
Re:Your File Number: 23502073
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 a non-return fee.
Our customer activated T-Mobile service with one Home Internet line. At the time of activation, T-Mobile provided our customer with a T-Mobile owned gateway to utilize the service at no additional monthly cost. It is important to note that upon cancellation of the account, the T-Mobile owned gateway must be returned or customers may be assessed a non-return fee.
Our records indicate that our customer cancelled their Home Internet service resulting in the account being cancelled. It is important to note that our customer returned the designated gateway outside the allotted return period, which resulted in the account being assessed a non-return fee.
On July 3, 2025, our office spoke with our customer regarding this matter and advised our customer of the above information. Additionally, our office was able to come to an amicable resolution with our customer 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,
T-MOBILE USA, INC.
Charly Montano
Executive ResponseCustomer Answer
Date: 07/03/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23502073, and find that this resolution is satisfactory to me.
The Senior Specialist assigned to my case reached out promptly and followed up to ensure my issue was resolved in a timely manner. She was very kind and helpful in getting my issue resolved and taking steps to ensure no further issues would occur by ensuring all my contact information for my billing was up to date for any future correspondence. She took the urgency of my case (relating to my need to quickly get the collections resolved for the sake of my upcoming fall student loans) seriously, and was able to quickly set a resolution in motion. She also told me she will be following up to check in with me to ensure the resolution is smoothly processed once finalized. Thank you so much for your assistance!
Sincerely,
Krystana RaczkaInitial Complaint
Date:06/21/2025
Type:Service or Repair 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.
Hello, My name is ******* ****** and Im writing for the reason that the network company T-Mobile my account #*********, that I have been with for the past 15 plus years owes me $830 that is what they had offered me as an agreement for upgrading my older version of my previous phone (that I have already sent to them by mail and the tracking number by *** tracking #1z9e86e79007048840 proof that they received the device they requested in order to credit me what they are still charging me for, this tracking number T-Mobile provided to ship my previous phone to them, so that the credit of $830 as agreed will be credited to my T-MOBILE account )to be applied for the new phone they offered me and they have not yet credited it to my T-Mobile account the amount as they promised and assured $830 the call was recorded by there end and have witnesses when I was on that call with the agents. The transaction of the new phone purchase was made on March 4th, 2025, I paid the upfront cost of taxes and fees of $102.92 as agreed and was agreed by phone with the seller customer agent that $830 will be applied to my account. Now it has been about more then 3 months after and have called them several,several of times and they have not resolved this matter, I even talked to a supervisor ****** on May 9th 2025 (this call as all calls was recorded on there end)and he assured me that this matter was going be be resolved. I have not heard anything from them and or seen my credit applied to my account. Please help me resolve this matter.They just been makeup excuses that keep making time to resolve this matter. I only agreed to the new phone for what they assured me would be credited back to my account. Please,please help me resolve this matter. Thank you. ******* ******Business Response
Date: 07/04/2025
July 3, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re: Your File Number: 23501513
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 customers concerns are pertaining to a promotional offer.
T-Mobile records confirm that our customer activated a new voice line, took advantage of our Equipment Installment Plan (EIP) and traded in their current handset. During their purchase, T-Mobile offered our Apple Activate ******** promotion, which allows customers to get the Apple iPhone 16 On Us or up to $830 off other qualifying iPhones (via Fair Market Value + Recurring Device Credits or Recurring Device Credits only) when they purchase on EIP, trade in a qualifying phone, and activate a new voice line on an eligible Go5G rate plan. This offer excludes 55 +,Military, and First Responder plans. Upon review, T- Mobile records reflect that the account was not on an eligible rate plan for the promotional offer and therefore, the account did not meet eligibility requirements.
T-Mobile contacted the customer on June 27, 2025, to address their concerns. We are pleased to report that we reached 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 ********
******** *********
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.
The representative executive specialist from T-Mobile, ******** called me on 6/27/25 and has resolved this issue with me for my account with ********************** and credited the amount of the $830 it has been applied to my account. This matter has been resolved, thank you so very much.
Thank youSincerely,
******* ******Initial 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 returned financed accessories to T-Mobile 3 months ago under a 12-month no-interest accessory plan (Plan ID *******************. Despite confirmation of return from multiple agents, T-Mobile continued billing me. I contacted support multiple times. Two handset research tickets were submitted. Nothing was resolved and no follow-up was provided.Recently, I chatted with another agent (****), who after 3 minutes failed to greet me or acknowledge I was there. The lack of care and repeated dismissiveness from multiple **** shows they are not taking this seriously.I am being forced to overpay $90 plus taxes for products I no longer have. If T-Mobile considers it a small amount, then they should have no issue refunding it. I am requesting:A full refund of the charges for returned *************** return label 1Z0545229093178905 Delivered 14 March 2025, Dropped off 8 March 2025, Return label created 21 February 2025, I am well within the 20 day window to return online orders.Business Response
Date: 07/01/2025
July 1, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23501203
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 customers concerns are pertaining to charges for returned equipment.
T-Mobile records confirm the customer took advantage of our Equipment Installment Plan (***) in February 2025 with the purchase of a Case-Mate Floral Gems Case for an Apple iPhone 15 Pro Max and an Otterbox Defender Pro XT Case for an Apple iPhone 15 Pro Max. Please note, all customers who choose to use the *** option to finance accessories are required to enter into a 12-month financing agreement.
Our records confirm our customer requested a return label which was used and delivered to our warehouse in March 2025. As we confirmed the return, we have closed the associated *** for the retuned accessories.
Our office contacted the customer on June 24, 2025, addressed their concerns and reached an amicable 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 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 accidentally paid an account and ********************** will not issue me a refund because they cannot verify me to get access into account that is not mine that I accidentally paid the wrong account. I paid $65 to the wrong account and they would not let me get a refund and they wasted 3 hours of my time in my wage as electrical contractor would be $250 an hour preciselyBusiness Response
Date: 07/02/2025
July 2, 2025
FILED ELECTRONICALLY
Better Business Bureau
*****************************
*************************
Re: File Number: 23501017
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. Please be advised we have made attempts to contact the complainant, which have proven unsuccessful.
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 a misapplied payment.
After reviewing the correspondence from your office, T-Mobile is unable to locate an account using the information provided. As we are unable locate a current or formerly active account for the complainant, we are unable to provide further details at this time. If the complainant wishes to provide their account information listed below to help us locate the account, of course we will review the information and respond to the dispute should we locate an account:
Primary Account Holder name and address (the person who is contractually responsible for the Account)
Complete 9-digit Account Number (if possible)
Primary Account Holder ******************************* number
Wireless number that is the subject of the Dispute
Account Brand Type that is the subject of the DisputeT-Mobile, Sprint, Metro, and/or Assurance Wireless.
Please note that if the complainant is not the Primary Account Holder or a listed Authorized User, we cannot provide or disclose account information, which includes the name of the Primary Account Holder or any other identifying information. As such, the complainant, must be the Primary Account Holder or Authorized User for us to provide detail in response to their dispute.
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:06/21/2025
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:06/21/2025
Type:Billing 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 made a payment on 4/22/25 of $118.00 with my debit card. they still tried to hit my account which had no money in it directly after I made payment. They then "refunded " my payment to supposedly the account i had on file which was a lie! I proved more than once that that never happened!! My money/payment literally disappeared!!!! I have text messages from them assuring me it's would show up in 3-5 business days... it's now 6-21/25 . The dates in their history do not match the screenshots i have of every payment!!! My bill is always like 400 ish a month!!!! Only supposedly to be like 120 with insurance I have on pos phone i now regret getting!!!! I paid 280 on 5/28 and 83 on 6/19 still owe 200.... does that add up to you??????Business Response
Date: 07/02/2025
July 2, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23500831
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 customers concerns are pertaining to a duplicate payment, a refunded payment, and overbilling.
After a thorough T-Mobile confirmed that the customer did not make a duplicate payment, the payment was not refunded but rather was returned as unpaid from their financial institution. Our review found the account was charged in accordance with their selected rate plan and features and the bill has been higher than normal due to backed out payments and additional fees applied to the bill.
T-Mobile contacted the customer on June 25, 2025, and addressed their concerns and was able to come to an amicable 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 USA, INC.
**** *******
Executive ResponseInitial Complaint
Date:06/21/2025
Type:Order 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 this complaint regarding T-Mobile USA, Inc. and its Metro by T-Mobile division. I maintained active prepaid service with Metro by T-Mobile for over a year specifically to qualify for the Smartphone Equality program. During that time, I consistently made on-time payments and even upgraded to a more expensive qualifying plan, fully meeting the eligibility requirements.After confirming my eligibility, I visited a T-Mobile location to submit my application for the program. The representative advised me that my application was approved, and I was waiting to hear back regarding the next steps. When I followed up, I was informed that the same representative had submitted three separate applications on my behalf, which caused confusion within T-Mobiles system. As a result, after a set period of time with no action taken by the **** my eligibility reset through no fault of my ****** no point was I informed that multiple applications or a failure to process them within a certain window would cause me to lose eligibility. Had I been properly advised, I would have ensured the process was completed immediately. I invested over a year of consistent payments into qualifying for this program, only to lose my benefit due to internal mishandling and poor communication.I am requesting that T-Mobile either reinstate my Smartphone Equality eligibility retroactively or provide a comparable device credit or compensation for the mishandled application and the inconvenience caused.Former Metro by T-Mobile Number: ************ Account PIN: ******** Name: ******Business Response
Date: 07/01/2025
July 1, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File No. 23500373
To Whom It May Concern:
Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (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 21, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding their account concerns and upgrade options, and we appreciate the opportunity to respond to this matter. In reviewing this matter, our customer concerns pertain to the Smartphone Equality program (***) and their request to reinstate the benefit on their account. ********************** investigated these concerns accordingly.
Our office validated that the account was activated on May 17, 2024, and our customer made payments on time within the first 24/48 hours of the due date.
Please note that T-Mobile offers Metro by T-Mobile customers, who qualify for the Smartphone Equality program (***), due to their on-time payments for more than 12 months, to switch to T-Mobile Postpaid billing and service. Smartphone Equality gives eligible Metro by T-Mobile customers the opportunity to move their account to ********************** and select from their current plans. In addition to accessing financing for select T-Mobile smartphones with no credit check. T-Mobile will provide Smartphone Equality financing to eligible customers for up to $0 down on select devices and no credit check. In addition, should a device require monthly installments, this will be added to the customers ********************** bill.
Metro by T-Mobile-to-T-Mobile Campaigns occur throughout the year and provide eligible customers with the opportunity to move their Metro account to a ********************** Postpaid account. Some customers may be eligible for ***, which allows customers on ********************** to be eligible for well-qualified device pricing based on their payment history. It is not based on tenure. Eligible Metro by T-Mobile customers may receive an SMS stating they qualify for Smartphone Equality if they switch to T-Mobile Postpaid service. Customers who dont yet qualify for Smartphone Equality will also be notified of the potential offer to switch to T-Mobile postpaid. More information can be found at *******************************************************************************;
After further investigation, our office was able to validate that our customer contacted ********************** to attempt to enroll in services with them on April 29, 2025. During that time, we were able to validate that four applications had been completed and each one failed. It was discovered that our customer was not yet eligible for the *** benefit to transfer to T-Mobile. It should be noted that these applications did not impede their eligibility with Metro by T-Mobile nor did it reset their *** clock.
On June 11, 2025, our customer contacted ************* where they inquired about ***. During this time, ************* explained that the account has not yet met the qualifications.
Later, on June 17, 2025, the account was suspended for nonpayment and our customer eventually ported to another carrier on June 20, 2025, canceling the account.
After further review of our customers account, it was found that the account did not yet qualify for Smart Phone Equality. Once the 12-month consecutive on time payments have been met on the Metro by T-Mobile account, on the 13th month they would have the ability to take advantage of Smart Phone equality. It should be noted that the 13th month would have been on June 17, 2025, as this would have been their qualifying month. Regretfully we are unable to reinstate the *** program as the account is no longer active and they do not qualify for the benefit any longer.
On June 30, 2025, our office reviewed contacted our customer and explained the aforementioned. However, they were unhappy with our response and requested a supervisor contact them directly. On July 1, 2025, a supervisor contacted them and explained the information once more and during this time it was understood that we are unable to provide a refund for services and or resume the account to reset their *** tenure. As Metro by T-Mobile is a prepaid company and the amounts paid for prepaid service are non-refundable and no-account credits will be provided for outages or concerns related to service issues or disputes.
Although our customer is not eligible for the Smart Phone Equality program through T-Mobile, it is still recommended that they visit a T-Mobile retail location as they still may be eligible for other offers. The nearest store can be found online at ***********************************************************; T-Mobile regrets 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,
METRO BY T-MOBILE
***** ******
Executive ResponseInitial Complaint
Date:06/21/2025
Type:Billing 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.
T-MOBILE FALSIFIED FRAUD ACCOUNT UNDER MY NAME AND CREDIT I HAVE A FREEZE ON ALL OF MY CREDIT REPORTS T-Mobile fraudulent open this account in my name without my approval acknowledgment I have a freeze on my credit report and they still open fraudulent account statement is on my credit report please contact ****** *******@************ to verify have I apply for any credit T-Mobile refuse to contact me but they open this FRAUD account under my name I have went to the storefront gave them my real ID showing where I stayed since February 2019 the address they have is not my address *********************************************************************** I have also uploaded my ID present where I stay since February 2019 since February 2019 I am been on my mother's **** contract I never did business with T-Mobile because I was on my mother's contract and I not working it wasn't on any benefit, T-Mobile needs to be held accountable for their action identity theft for the credit report they are reported of over $1,000 Plus they are refusing to correct their fraudulent error they will not show ownership of this matter I am seeking damagesBusiness Response
Date: 07/03/2025
July 3, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23499987
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 customers concerns are pertaining to the dispute of an account which they indicate was activated fraudulently.
T-Mobile has completed its investigation of this matter and unfortunately, we have been unable to substantiate the allegation of fraud. A review of the account shows that one of the voice lines on the disputed account had contact with the mobile number the customer provided as their primary contact. As such, we requested that the customer provide a police report for identity theft. Our office has received paperwork from the customer which is currently being reviewed by our **************** Team.
On July 3, 2025, our office contacted the customer who indicated that they are being represented by an attorney. However, T-Mobile has not received a notice from an attorney indicating they are representing the customer. Please be advised as they indicated they were represented, their attorney may send notice of representation and a Written Authorization Form, as well as any other correspondence, to the following address:
Executive Response Team
P.O. Box 37380
***********, *******;87176.
Upon receipt of any correspondence from the customers attorney, ********************** will review and respond accordingly.
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
T-Mobile USA, Inc. is NOT a BBB Accredited Business.
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