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
- 27,432 total complaints in the last 3 years.
- 8,076 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:06/21/2025
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 ResponseInitial Complaint
Date:06/20/2025
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.
Date of Transaction:The DIGITS line was activated and the second line was canceled in June 17, 2025.Amount Paid:I am being billed $83/month for the primary unlimited line, $10/month for DIGITS (correct), and $40/month for the canceled line (incorrect). Total monthly charges are $133, when I was told they would be $93.What Was Promised:Before making any changes, I was explicitly told by a T-Mobile representative that I could:Keep my existing legacy Sprint Unlimited Freedom plan Cancel one of my two lines Port that canceled number into a DIGITS *********** line onto the active device Pay $83/month for the main line and $10/month for DIGITS Receive bill adjustments for overcharges until billing caught up with the change Nature of the Dispute:After doing exactly what I was advised canceling the second line and porting the number into DIGITS T-Mobile continued charging me $40/month for the canceled line. I was later told by a supervisor that Im being billed as part of a family plan (which I never agreed to), and that the charge cannot be removed unless I change my plan entirely, which would cause me to lose my grandfathered Sprint pricing.Attempts to Resolve:I have contacted customer service multiple times and was escalated to a supervisor. Each time, I was told there is nothing they can do unless I change my plan directly contradicting the original information given to me.Request for Resolution:1) Remove the $40/month charge for the terminated line 2) Honor the original agreement to keep my Unlimited Freedom plan 3) Apply the billing adjustment for any overcharges since the DIGITS transitionBusiness Response
Date: 07/02/2025
July 2, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23499218
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 pertain to a billing dispute.
After a thorough review of the account, ********************** records confirm the customer had two voice lines and was subscribed to a retired rate plan. Later, one voice line was canceled, and a DIGITS line was activated which subscribed to a DIGITS Talk and Text plan, but this line was canceled on the same day due to a number being ported into this line. Please be advised the customer contacted ************* to discuss canceling a line, porting a number, and using DIGITS. During this time, a rate plan change was discussed; however, because the original plan was retired, the customer was informed that they would need to switch to a current rate plan. The customer declined this option and chose to keep their existing rate plan. Therefore, the account was billed accurately, and the charges are considered valid and owed.
On June 23, 2025, our office contacted our customer and informed them of the above. We are pleased to report we amicably resolved our 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.
******* Pacheco
Executive ResponseInitial Complaint
Date:06/20/2025
Type:Sales and Advertising 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 have a grandfathered plan with Sprint before it became T-Mobile and the customer support over the phone miss informed me by saying that it was in the contract with ******, after a two years of plan they would increase the price. I asked for that contract they never emailed me or sent anything by mail. I called multiple times, they keep transferring calls and got me frustrated, that's when I spoke with manager and he had another story asked for email of the conversation. I had with them they failed to provide that by telling me we have the records next time you call in it's all here. I informed I need you guys to send me what you are saying is true. T-Mobile that was advertised and maintained for years as having fixed pricing. Recently, T-Mobile announced and implemented an increase to the monthly charges by 5 dollars on all lines under this grand fathered plan. I believe this change violates the spirit of the original agreement and was done without adequate prior notice or clear options for customers to maintain their original ****************************** marketed these plans as long-term or "forever" pricing, and the increase feels deceptive and exploitative, especially when many customers stayed with Sprint, ********************** based on these assurances. I am requesting that the *** investigate whether this constitutes unfair billing practices or deceptive business conduct.T ********** confirmation number for bill increase was given on date of 4/1/2025 since then, I have spoke 3 times and no issue or call back. I have no choice but to file complaint to resolve this issue. ******************* was another confirmation number given on 5/3/2025 when I have not **** back from anyone regarding this matter.I have attached old bill with total bill was coming out to $123.00 vs new bill $143.00 you will see in comparison this changed when they decided to manipulate customer by informing different stories every time one time they had stated it's been over 10 years price didn't change.Business Response
Date: 07/02/2025
July 2, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23498976
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence regarding T-Mobiles recent rate plan monthly recurring charge update.
As costs and inflation continue to rise, in 2024 and 2025, T-Mobile made small adjustments to the pricing of some of its older rate plans for the first time in nearly a decade. On May 22, 2024, T-Mobile notified certain customers enrolled in older rate plans that their plans monthly recurring charge would increase as of their June or July 2024 billing statements. On March 13, 2025, T-Mobile began notifying a separate group of customers enrolled in older rate plans that their plans monthly recurring charge will increase as of their April or May 2025 billing statement. It is important to note that any lines impacted by a monthly rate increase in 2024 that remain on the same rate plan will not see another increase in 2025.
T-Mobile notified all impacted customers, by way of text message, email, and/or direct mail, about the rate increase and how the increase specifically impacts their account, including how much their current rate plan will increase, when to expect the increase, and where they can find more information. In most cases, the rate increase is $5.00 per line. All plan services, benefits, and due dates will remain the same. If any customer is interested in shopping for a new rate plan or would like to review our current rate plan offerings, we encourage them to contact ************* or visit *********************************************************************.
T-Mobiles long-standing commitment to offering low prices and the best value in wireless will never change. While making any adjustments to plan pricing is difficult, these updates will help us continue offering tremendous value for customers, as well as providing the experiences T-Mobile customers have come to love from us, well into the future.
Regarding these updates, we are aware some customers have inquired about Un-contract and T-Mobiles Price Lock and the difference between the two. First, it is important to note that whether a customer qualifies for Un-contract or Price Lock depends on when the customer activated their account and/or enrolled their already-existing account in a qualifying rate plan. Customers who activated their account before April 28, 2022, are not eligible for Price Lock, as T-Mobile did not begin offering Price Lock until April 28, 2022. Customers with Price Lock were not impacted by the recent rate increases. For more information on Price Lock, please visit our website at ***************************************************************************************************;
Before Price Lock was offered, T-Mobile offered Un-contract. In particular, on January 5, 2017, T-Mobile began offering Un-contract, in which T-Mobile promised that if it ever raised the monthly recurring charge for a covered plan, customers who chose to leave **********************
as a result could have T-Mobile reimburse their last months service charge. That Un-contract promise applies to all customers who activated an account on a qualifying rate plan and/or enrolled in a qualifying rate plan between January 5, 2017 and April 27, 2022. Consistent with T-Mobiles Un-contract promise, any such customers impacted by the rate increase can request to have their final months qualifying service charge reimbursed if they choose to cancel service as a result of the increase. Customers simply need to cancel service and request reimbursement within 60 days of the price increase.
Here, our records show that this customer activated their account outside of the Price Lock period. As such, their account is not protected by Price Lock given their account activation date preceded the introduction of Price Lock. Their account, however, is currently eligible for T-Mobiles Un-contract promise. Therefore, our customer may request to have their final months recurring charge reimbursed, should they opt to leave T-Mobile because of the rate increase. The customer just needs to let us know within 60 days of the increase. If they wish to stay with T-Mobile, the account will remain active on their current T-Mobile rate plan.
Based upon the foregoing, we respectfully request that this complaint against T-Mobile be closed. For additional concerns, please contact T-Mobile at ************.
Respectfully,
T-MOBILE USA, INC.
**** **********
Executive ResponseCustomer Answer
Date: 07/03/2025
Complaint: 23498976
I am rejecting this response because:
As you stated price lock or whatever TMobile was offering before 2022. As I started my phone plan. I was Sprint customer, and **********************, bought Sprint and moved Sprint and boost mobile customer to your network, and other sister company along with ******. My plan was same since last 20 years I been with them now that t mobile took over with in 2 years you increase price and say we didnt raise piece last decade not true I was not part of T-Mobile and I believe part of the reason for Bill increase is die due to law suit T-Mobile has over data breach trying to recover that money by increasing bill but 5 bucks on every line. Also free few I back T-Mobile also took out auto pay 5 bucks discount if you had credit card as auto pay has to be debit so theres a lot going on with in last few months and I had to switch from credit card to debit so I can continue that discount now this is part of another way to get customer to pay more when I was locked in on my price.
Sincerely,
****** *****************
Initial Complaint
Date:06/20/2025
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 an AT&T customer moving to **********. 06/16/2025 I went to this T-Mobile location and was helped by ********* to port my current number and trade in my phone under my parents' plan. Everything went well and we just had to wait for the phone to arrive. 06/18/2025 we return to this location and spoke to ******. My original 907 area code phone number was not validating so support was called. We arrived at the store around 6:30 pm and nothing was resolved by the time the store closed at 9 pm. We were told repeatedly that the 907 number I have from ****** did not have service in ******. We communicated that we understood but that should have no bearing on the fact that I have moved to ********** and my cell service was active. We were transferred three times, each escalating to a higher tier department. We spoke to an ********, then a ******, then a ******* in the number transfer center tier 3. Store associate ****** also could not get them to understand that porting a number shouldn't matter where the state is. I was not going to stay past the store closing at 9 pm and inconvenience the employees. When asked for any type of reference or case ID, ******* refused to provide that for me. I had to ask multiple times for the names of the previous people we had spoken to on the phone. She also said the call was not being monitored so I could not get the recording again. She would not allow me to speak to her supervisor. All I was told for near 3 hours were how they were unable to validate my number, or it could be something with their system. Never in that whole conversation was I offered a solution or effort to work with me My complaint is with this whole escalation team that did not help the customer and in the infrastructure that did not educate employees IF there were issues with porting over ****** numbers in the future. I still have no resolution. IF this was a real issue, I would think that it would have come up before we ordered the phone in the first place.Business Response
Date: 07/04/2025
July 4, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23497811
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 25, 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 porting in of a number to a T-Mobile account.
Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that the customer is not an authorized user on the account which is associated with the account number they provided. The account holder of record may add the complainant to the account by contacting ********************** ************* at **************. Additionally, the account holder or one of the authorized users on the account is welcome to contact our office with the provided contact information within our contact attempts. 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 ResponseInitial Complaint
Date:06/20/2025
Type:Customer Service 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.
4/28/2025 at approximately 11am, I joined T-Mobile. This was a very stressful activation process which took over 72 hours along with hours (10+) on the phone and two physical trips to the store. One of the trips had to be made by my mother with disability who has a difficult time getting around. On the initial call I was quoted $180 per month. This was to include the 4 lines, internet, and device protection. My first bill was received for approximately $70. The second bill came in at $711. Needless to say this was a shock. I have been on the phone trying to correct this encountering NUMEROUS mistakes that were made by T-Mobile and charges that were not accurate. My previous network provide was $220 per month which is why I switched for the quoted $170. After speaking to the representative yesterday who was helpful my bill was automatically deducted from my account in the amount of $561.94. I am in the process of leaving T-Mobile due to the absurdity and unjust charges on my bill that were not fixed and were taken from my account. I was also quoted 25% off friends and family discount on my original call which was never applied. I am looking to be reimbursed the faulty charges and resolve this matter promptly. Everything that I was quoted was incorrect. These service calls are recorded and should be looked into. My first bill should have been approximately $50 and the second bill should have been approximately $350 for two months which is longer than the total time I have been a customer. The statement/claim that "********************** claims that switching to their new "Experience" plans can result in a 20% or greater savings on your monthly bill compared to what you'd pay for comparable plans with ******* and ***** including the cost of streaming services." is also false but again stated to me when quoting the $180 monthly rate.Business Response
Date: 07/02/2025
July 2, 2025
FILED ELECTRONICALLY
Better Business Bureau
12639 W Explorer Dr, Ste 200
Boise, ID 83713
Re:Your File Number: 23497845
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 20, 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 their monthly recurring charges.
Our customer activated service with one home internet line and then activated four voice lines of service the following day. The voice lines were subscribed to our Experience Beyond rate plan and the home internet line was subscribed to our All-In-Home Internet rate plan. T-Mobile began offering Line Discount ID250245 promotion, providing customer with a free or discounted voice line when activating a new account with three new voice lines. As a result of their activation, our customer was enrolled into Line Discount ID250245 promotion and receiving a monthly bill credit for one voice line.
T-Mobile offers Insider Hookup promotion, providing a 20% service discount for eligible friends and family members who activate a new account and port in an eligible number. This promotion applies to select rate plans such as the one listed above and can take up to two billing cycles to impact our customers billing. After further review of the account, our office confirmed our customer is being charged accurately and accordingly to account setup.
On July 1, 2025, our office spoke with our customer regarding this matter and went over the above information. Additionally, our office and our customer were able to come to an amicable resolution 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 23497845, and find that this resolution is satisfactory to me.
Sincerely,
Nicole Alfaro-sorrentInitial Complaint
Date:06/20/2025
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.
This is an issue with phone service from T Mobile. Around June 5th, I was notified that I owed $68.00 from my previous month and $84.00 for June bill. Plus $21 for a late fee. I put the payment in thru my checking account. The bank did not process this payment. T Mobile never notified me. Then on 6/18/2025 they suspended my service. I tried making a payment to restore service but payments thru my checking account were not being accepted. So I went in person to phone company. I was told that now the charges were $295 which included late fees and reconnect charges. I was told to restore service I would have to pay $86.64. So the next day I borrowed the money and when I arrived at the phone company I was told that I also had to pay a$5.00 fee for paying in cash!!!! So I payed that amount. I don't see anything in my account that justify all the fees that they are adding. I am a retired senior citizen, I live on a small pension. Sometimes I can't make the payments on time because I have to wait for my check to arrive. This company will not make any arrangements to help my needs. Please help me.Also if I terminate my account they will charge me $168 for the phone which they said was a free phone!!!Business Response
Date: 07/04/2025
July 4, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 23496772
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 20, 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 account billing.
Please note pursuant to T-Mobiles Terms and Conditions, late fees, subject to the maximum allowed by state law, may be charged if payment is not received by the due date specified on the billing notification. It should also be noted that an account may be suspended if payment is not received in full by the due date. As stated in our policy, if we suspend a customers service and then later reinstate it, a fee may be assessed.
With the various convenient self-service options T-Mobile provides, a vast majority of our customers make payments digitally or are enrolled in AutoPay. If customers prefer to be manually assisted via a ************* or retail location, ********************** offers manual payment support. In the event a customer chooses this option, an additional Payment Support Charge is applicable. Customers who do not wish to pay the Payment Support Charge are encouraged to use one of several free and convenient self-service options such as ******************************, the T-Mobile smartphone app, or dialing 611 to reach the Interactive Voice Response (IVR) system.
After a thorough review, T-Mobile has confirmed that the account has been assessed fees according to T-Mobile policy. These include restoration fees and late fees.
T-Mobile has attempted to contact the customer; however, our contact attempts proved unsuccessful. Please be advised, we provided our customer with our contact information so that they may contact us should they wish to discuss this matter. We regret any inconvenience this matter may have caused.
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:06/20/2025
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.
I received a warranty phone from Tmobile that is paid for in full and has no contract on it. It they are refusing to unlock my phone unless I activate it through them for ****************************************************************************************************************** full the reason I did not activate the phone was because I purchased a brand new one through them becouse my son was leaving the next day and didnt have time to wait for the warranty phone. Keeping someone elses property locked and unusable cannot be legal in this country if its we need new lawsBusiness Response
Date: 07/01/2025
July 1, 2025
FILED ELECTRONICALLY
Better Business Bureau
12639 W Explorer Dr, Ste 200
Boise, ID 83713
Re:Your File Number: 23496915
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 20, 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 Mobile Device Unlock (MDU) request.
MDU are available for those devices that meet our eligibility requirements, which are available at https://www.t-mobile.com/responsibility/consumer-info/policies/sim-unlock-policy. It should be noted that if a customer received a replacement for a previously unlocked device through a warranty exchange, device protection claim, or AppleCare+ replacement are eligible to unlock their replacement device. T-Mobile records indicate that our customer completed an insurance claim for a handset in March 2025. In June 2025, our customer contacted our Customer Care team to request an MDU for the replacement received with their insurance claim. Regrettably, our records do not reflect that the replacement was unlocked.
Our office contacted our customer on June 23, 2025, and addressed their concerns. We are pleased to report we were able to work toward 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.
Stephanie Garza
Executive ResponseCustomer Answer
Date: 07/02/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23496915, and find that this resolution is satisfactory to me.
Sincerely,
Ryan PolmInitial Complaint
Date:06/20/2025
Type:Customer Service 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 chose to take part in a promotion to trade in my phone for money towards a new one. I have the tracking information through *** that the phone was delivered. The company has stated they have not received the device, therefore I cannot take part in the promotion. Tracking number - 1z51r5r19037494350 arrived 3/27/25Business Response
Date: 07/03/2025
July 3, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23496799
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 20, 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 trade-in device promotion.
T-Mobile records indicate our customer took advantage of our Equipment Installment Plan (EIP)with the purchase of a new handset. Our review indicates that the device purchased was not eligible for the promotional offer at the time of the transaction due to both a trade-in and enrollment in a eligible rate plan being required. As a result, the customer did not qualify for any promotional offers.
On June 30, 2025,our office contacted the customer and amicably resolved the matter to their satisfaction. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter. 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,
T-MOBILE ********
***** *****
Executive ResponseInitial Complaint
Date:06/20/2025
Type:Sales and Advertising 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 had a payment arrangement set with T-Mobile I paid the first installment and the second was due to come out AUTOMATICALLY a couple of days ago, which I assumed that it did as for thats what it was set to do. This morning my lines were suspended and I am now charged $60 in fees ($20 for each line) which is unfair and unaffordable for me. Had the payment came off of the set card on the set date like it was supposed to I wouldnt have had this issue. I chatted with a representative earlier and the helped me to the best of their ability, but I told them the fee still wouldnt be affordable to me considering Im not working at the moment and I just gave birth a couple of days ago.Business Response
Date: 07/09/2025
July 9, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 23496789
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 20, 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 payment arrangement that failed causing them to become suspended and charged fees.
After further review, T-Mobile records confirm that the customer set up a two-part payment arrangement for their outstanding balance. The customer paid for the first installment early and due to an inadvertent error, the payment method for the payment arrangement was removed. As a result, the second installment was due to be paid manually. As the second installment was not paid by the installment date, the payment arrangement failed, causing the account to become suspended. Please note if a customer defaults on a payment arrangement that has been agreed to, then collection activity automatically resumes on the account. This means the account may be suspended, cancelled or assigned to a third-party collection agency. As stated in our Terms and Conditions of Service, if we suspend a customers service and then later reinstate it, a restore from suspend fee may be assessed in the amount of $20.00 plus applicable tax per line of service per instance for up to three lines of service.
In June of 2025, the customer spoke with our ************* team regarding being suspended. The customer was advised that the payment arrangement failed and the account was suspended because of it. ************* assisted the customer in setting up a payment arrangement and the account was restored.
On July 1, 2025, our office contacted and spoke to the customer and informed the customer on the above information. In addition, T-Mobile and the customer 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 USA, INC.
***** *****
Executive ResponseCustomer 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,
******* *****
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