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
- 27,430 total complaints in the last 3 years.
- 8,075 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:06/20/2025
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 have been dealing with this company for over a year. Was lied to by a associate in store I have dealt with rude associates on the phone and my service still is not working properly. My internet is trash my phone is trash and they are still over charging me to the point of where I am behind and they don't do nothing to help youBusiness Response
Date: 07/01/2025
July 1, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23496437
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 balance and coverage concerns.
T-Mobile regrets any coverage concerns the customer has experienced. Unfortunately, ********************** is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. After a review of the customers area, our office has confirmed that there are coverage challenges. Regretfully there are currently no enhancements planned for the area.
T-Mobile records indicate that as of November 2023, our customers account has been active with three voice lines on the Go5G rate plan. In March 2025, the customer's account carried a past due balance which went unpaid resulting in the suspension of their service in April of 2025. The customer remitted a partial payment of the unpaid balance to restore service and was charged the appropriate restoral and late fees. Please be advised T-Mobile is unable to confirm that a payment remitted for May 2025, resulting in a continued past due balance forwarded. T-Mobile can confirm that the customer has been billed accurately.
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 Retail Location and ************* Team.
On June 24, 2025, our office contacted the customer, and we 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 ResponseInitial 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.
I was a loyal T-Mobile customer for over 10 years. On February 7, 2024, I requested that my contract be terminated and my number transferred to *******. A T-Mobile representative informed me that I had one final payment of $129.26, scheduled for February 20, which I paid in full.I called on Feb 20st T-Mobile after this final payment to confirm that my account was closed and that I would not be billed again. The agent confirmed that my account was settled and that there would be no recurring charges or balance.On March 21, 2024, I was charged $129.26 via autopay. I immediately called my bank and T-Mobile to reverse the charge. T-Mobile customer service was unhelpful and frustrating, but I was told that the issue would be investigated since all is recorded and they will retrieve my recording with the other agent from February 21st and that I would receive a call back within 2 hours. I made sure Tmobile have all my contacts update including email and address to make sure I received a response. No one ever followed up.I received no written notice, email, or call regarding any unpaid balance or issue. The next communication I received was from a collection agency named *******, stating that I owed $396.40. I was given Dispute Reference #******** and told to dispute the charge.This $396.40 charge is completely unjustified, unexplained, and unacceptable. I was misled by T-Mobile agents who confirmed on record that I had no remaining obligations. This lack of follow-up and sudden placement with collections without notice has been extremely stressful and damaging.request: Immediate removal of the $396.40 charge and any collections activity.Written confirmation that my T-Mobile account is closed with a $0 balance.A copy or transcript of the February 20 call in which I was told this was my final payment.A formal apology for the failure to follow through on promised communication.Business Response
Date: 07/01/2025
July 1, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23496355
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 final billing statement.
T-Mobile records confirm, our customer cancelled their account and remitted payment towards their account.Please be advised that our customers account is billed by a method called bill in arrears, which means that charges for service are billed and due after the bill cycle has closed, rather than at the beginning of the cycle. Our customer remitted a payment and contacted ********************** to confirm their account reflects a zero balance. At that time, our customers account did reflect a zero balance. However, a few days later, their final billing statement was issued to the account. As our customer had previously enrolled in *******, their payment method was automatically debited for their balance due.
Our customer contacted ********************** regarding their payment and was informed that the charges were valid,and a call review would be completed. 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 ************** Thereafter, two payments previously remitted, were returned to T-Mobile unpaid, resulting in the amounts being charged back to the account. Furthermore,the customers account was charged a returned payment fee and applicable late fees. As the outstanding balance remained unpaid, the account was referred to an outside collection agency and charged a collections fee.
On June 25, 2025, our office contacted our customer and discussed their concerns. T-Mobile came to an amicable resolution with our customer. ********************** regrets any inconvenience this may have caused our customer. 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.
******** *******
Executive ResponseInitial 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.
After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:Company Name: T-MOBILE Account #: *********Balance:$857.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.Business Response
Date: 07/01/2025
July 1, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*****, ID *****
Re: Your File Number: 23495791
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. Please be advised we have made attempts to contact our customers, which have proven unsuccessful.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to the account billing.
Records confirm the account was activated with two home internet lines of service. At the time of activation our customer was provided with two home internet Gateways with which to use the service. It is important to note that the Gateways are the property of T-Mobile. If they are not returned within 30 days of the account being cancelled, the customer will be charged a non-return fee.
T-Mobiles records confirm that the account was canceled in December 2022 for non-payment. At the time of cancelation our customer was sent a prepaid shipping label to return the home internet Gateways. As T-Mobile did not receive the devices in January 2023 the account was charged non-return fees for both devices.
As our customers account remained in delinquent status and T-Mobiles internal collection efforts were unsuccessful, in February 2023, the account was referred to a third-party collection agency. The account currently resides with ************************ who can be reached at ************. It is T-Mobiles position that the balance is valid and owed. Our customer may contact the number above to discuss payment options. 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:06/20/2025
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.
Tmobile sent my debt to a collection agency and when we agreeed on a price and I paid it them and the collection agency went back on there word and want more money so they lie to people to get moneyBusiness Response
Date: 07/07/2025
July 7, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 23492601
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 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 their final balance owed.
Our customer activated ********************** their account in September of 2024 with two voice lines of service. At the time of activation, our customer took advantage of our Equipment Installment Plan (EIP) with the purchase of several handsets. Our customer was not required to remit a down payment; however, they agreed to remit a payment for the applicable taxes on the full retail price of each device, and then agreed to pay the remaining device balances via 24 monthly installments. It is important to note that upon cancellation of an account, any remaining EIP balance will be accelerated to the final billing statement.
On March 12, 2025, our customer cancelled their account when they ported both of their voice lines to a new wireless provider. Porting is the process of moving a phone number from one service provider to another. Customers start this by contacting their new provider and supplying the required information from their current provider. After the request is processed, the number is transferred and automatically cancelled with the previous provider. As a result, any remaining unpaid EIP balance was accelerated to the customers final billing statement.
Please be advised although T-Mobile does not report information directly to any of the credit bureaus, the third-party collection agencies to which accounts are assigned may do so. The account may be reported to the credit bureau while a balance remains outstanding. As the balance for the customers account remained outstanding, and T-Mobiles internal collection efforts were unsuccessful, the account was referred to a third-party collection agency for additional collection attempts. Our records confirm that our customer remitted a payment to the collection agency for the balance owed, cancelling the account with a zero balance.
T-Mobile contacted our customer on June 27, 2025, and advised them of the above information. We are pleased to report we reached an amicable resolution to 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.
****** *******
Executive ResponseCustomer Answer
Date: 07/07/2025
Complaint: 23492601
I am rejecting this response because:
Sincerely,
****** *****Initial 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.
I am being charged for a service that I was not using the internet $55.00 and $47.90 for the equipment, which has been returned. I am also being charged $21.10 for equipment that I paid off.Business Response
Date: 07/07/2025
July 7, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23492388
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, our customers concerns pertain to a now canceled account and billing.
Upon review, our customers account had three active voice lines of service, three Mobile Internet lines of service, and one Home Internet line of service. In addition, our customer previously purchased two handsets, a tablet, and an accessory via our Equipment Installment Plan (EIP). Our review found our customer canceled their voice lines when they ported the lines to another carrier. On a later date, our customer canceled all three ********************** Internet lines and paid off the remaining EIP balance early for one of the handsets. The billing statement that followed reflected a past due balance, a new monthly ********************* charge for services already used, EIP, a late fee, and applicable taxes and fees. Please note, this bill included the final monthly EIP charge for the second handset. Shortly after, our customer canceled the account mid-cycle when the remaining Home Internet line was canceled. Upon review, we found no records to indicate that our customer returned equipment to **********************, and the final bill did not include any EIP charges for the handset that our customer paid off recently.
On July 6, 2025, our office spoke with our customer and provided them with 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.
**** McCanna
Executive ResponseCustomer 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. I greatly appreciate T-Mobile's willingness to settle the balance and I look forward to the possibility of being their customer again in the future.
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.
After getting every last cent that they could from me. Now there delaying my final bill so that it is extremely overdue even though I have contacted them to send my final bill a couple different times and because I canceled there service there trying to make it impossible to make my final payment to them which should only be for a quarter of a month but im sure by the time I finally end up receiving it it will be so far overdue it will be worth a full month payment or more. It should not be so hard to end service and pay a final bill yet it seems most cell phone services are the same way they dry to drain you for every cent they can. Like i said they wont let me pay it over the phone like I have every other payment I have made over the 2 years I was with them and this bill should have been received over a month ago and I should not have to repeatedly keep calling with nothing resulting in it. Especially when I already know there just holding on to it till its extremely overdue to get as much money as they can. I will assuredly never use T Mobile again.Business Response
Date: 07/03/2025
July 3, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23495218
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 final billing on the account after cancelation.
Our records do not reflect that the customer requested the cancelation of the voice line of service on their account, or a request for their most recent billing statement. Moreover, the account is enrolled in our paperless billing service and any billing notifications are sent to the mobile number on the account. Nevertheless, on June of 2025, the customer contacted our ************* regarding billing issues they were experiencing and regrettably, the customer was unable to verify their account PIN/Passcode and as a result, our ************* referred the customer to one of our retail locations for verification purposes.
Regrettably, our office was unable to reach the customer to discuss the specifics of their dispute of this matter with T-Mobile. However, T-Mobile would like the opportunity to speak with the customer to work together towards an amicable resolution, 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:06/20/2025
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.
My husband and I decided to return our old handsets to T-Mobile to get new ones, because the ones we had were not working properly. We went to the store on December 28th, 2024. Before the transaction for the phones was completed, my husband and I ***eatedly asked if the new phones would affect the bill that we had been paying ($120), and the sales *** told us no. She said that we would only be paying the taxes on the phones in store and nothing more. So, we left the store with the phones. In January, upon seeing the bill, I called the customer care line and spoke to someone, and explained everything and they applied a discount to the bill. February, the same bill ($155) came back I called customer care again, another discount was added and this continued and I continued to call customer care, one of the person I spoke to said that she would apply credit to the next bill and nothing happened. I continued to call to try to get this fixed and finally one of the customer care agents told me to go back to the store, which I did on June 4th. I was lucky enough to see and speak to the same sales *** who dealt with us on Dec. 28th. I explained to her what the situation is, and she took done some information from the receipt and said she was going to get it to her manager to have them apply some sort of promotion to the phones the Friday when they come in. It has been 2 weeks, and I am yet to get an email, a text message or even a call to say what has been done. I am the one left stuck paying a bill that I specifically asked about before getting their product. I was given wrong information. I would like them to remove the add cost of the device or take back their phones, because I am tired of trying to get this rectified, as they keep sending me in circles and each month, I have to be paying this. Well, no more. I would rather have them take back their phones if they refuse to remove the charges of the phones.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: 23489443
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 customer’s concerns are pertaining to promotions not being applied towards device purchases.
T-Mobile records confirm the customer upgraded two devices on December 28, 2024, and provided two trade in devices as part of a promotion. Our review found that the devices that were traded in were not among the acceptable devices to receive our Samsung Trade ID240377: $300 off with Trade, resulting in the purchase price not being enrolled in the offer.
Our office spoke with the customer on June 26, 2025, and apprised them of the above information. T-Mobile was able to reach 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.
Lindsay Schmidt
Executive ResponseCustomer Answer
Date: 07/03/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23489443, and find that this resolution is satisfactory to me.
Sincerely,
Rochelle ColeyInitial Complaint
Date:06/20/2025
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 attempted to upgrade my iPhone through the T-Mobile app and was met with repeated technical and logistical failures. I first ordered the phone on 6/9/25. The phone was undeliverable due to *** signature requirements (while I was at work), and T-Mobile refused to reship, processing a return instead on 6/16/25. When I tried again, the app malfunctioned and charged me $574 instead of $119. I have now had two canceled orders, have received no phone, and am still waiting on two refunds. I am requesting expedited refunds, assurance that I will not be charged further, and a goodwill credit for the inconvenience.Business Response
Date: 07/01/2025
July 1, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23495232
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 issues experienced with their recent upgrade.
After a thorough review of the matter, after initiating their handset upgrade, our customer was not present for the delivery of the handset and as the delivery required our customers signature, it was unable to be delivered to them. As such, a handset return was performed by ************* and thereafter, our customer attempted to place a second order; however, our customer was required to pay a larger downpayment amount as their equipment credit line availability had not been updated since the return of the first handset was still in processing. It is important to note that the second order was not processed and therefore, our customer was not charged for this order.
On June 23, 2025,our office contacted our customer and to amicably resolve their concerns we issued a bill credit. In addition,T-Mobile confirmed receipt of our customers returned equipment and that a refund has been processed to the payment method used for the order. 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:06/19/2025
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.
On May 29, 2025 I purchased two phones a I-phone pro max and I-phone pro from T-Mobile, which was shipped via *** and marked as delivered on May 31, 2025. When the *** driver arrived, I immediately noticed that one of the box was open and empty (I-phone pro max box), and I handed it back to the driver at the front door.I reported this issue to both T-Mobile and *** the same day. Despite returning the tampered package instantly and following all instructions, I have not received a refund or replacement. *** has since confirmed that they sent paperwork to T-Mobile to process the claim, but T-Mobile has not completed or returned it. As a result, Ive been left without a phone or a refund for over three weeks.I am requesting that T-Mobile take responsibility by finalizing the *** claim and issuing either a full refund or replacement device.Business Response
Date: 06/30/2025
June 30, 2025
FILED
ELECTRONICALLY
Better Business Bureau
12639 W Explorer Dr, Ste 200
Boise, ID 83713
Re: Your File Number:
23493785
To Whom It May
Concern:
T-Mobile USA, Inc.
(“T-Mobile”) is in receipt of your correspondence dated June 19, 2025,
regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any
concerns our customer has regarding the account, and we appreciate the
opportunity to respond. In reviewing this matter, the customer’s concerns
are pertaining to a phone order that was not delivered.
In May 2025, our
customer purchased two devices via www.T-Mobile.com. Our
customer confirmed delivery of one device; however, they reported an issue with
the second device and informed our Customer Care team that the package did not
contain the phone upon delivery. A
review of this matter with the shipper, UPS, confirms that the package was
determined to have been damaged.
On June 24, 2025,
our office spoke to our customer and we apprised them of the above information. Our office is pleased to inform you 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 USA,
INC.
David Saldana
Executive ResponseCustomer Answer
Date: 07/01/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23493785, and find that this resolution is satisfactory to me.
Sincerely,
Melvina SimpsonInitial Complaint
Date:06/19/2025
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.
Date: 11-21-2024 14:25:33 Account # : ******299 Register #: 1 8 Trans # : ***** $49.99 Purchased (iPhone 16 case)I P 16 PRM ** **** BLUE JEANS The sales person sold us the wrong iPhone case and was never verified at store. Phone not set up or nor activated.Nature of complaint New iPhone without IPhone Case. Called T-Mobile Store on 12/7/24 7:59pm Spoke to Store Supervisor ****** ******* - stated after 11am he be there tomorrow! He mentioned the girl is new. He mentioned her name.I stated ***** will come no Reciept but he will remember me the store is closing!!I follow up with store and issues with supervisor on duty and sale person.12/26/24 6:10pm - 6:18pm ****** not at store . Seen sale person ****** and manager *******. Despite attempts to resolve the issue, I was met with unprofessional behavior.******* was so rude and unprofessional Refused to replace the item - Declined to call ****** to resolve the matter - Dismissed my concern as "not important"Before visiting the original store, I stopped by other T-Mobile locations to inquire about a refund for the incorrect iPhone case. I visited the store at *******************************************************************************, around 4 pm on the same day. I was informed anyone can help refund my money at the location at T-MOBILE 8543 ***************************************************************************************************** ********** Re: T-Mobile stores and attempted to return the case for a refund.Desired Resolution Given my 19-year loyalty to T-Mobile, I expect a higher level of service. I would like:- A full refund for the iPhone 16 case - An apology for the poor experience - Consideration for a gesture of goodwill, given my long-standing relationship with the companyBusiness Response
Date: 07/03/2025
July 3, 2025
FILED ELECTRONICALLY
Better Business Bureau
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Re: Your File Number: 23483759
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 19, 2025,regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to a handset accessory purchased on their account.
********************** records indicate that in November 2024, our customer purchased a handset and a case at a T-Mobile store. In December 2024, our customer contacted the store to advise that the case they purchased was for the incorrect handset and did not fit their device. As the purchase was beyond the period allowed for return, the case was not eligible for a refund. In June 2025,the account was provided a credit to offset the cost of the case purchased in November 2024.
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 our customers recent contact with our retail location.
Our office contacted our customer on June 25, 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.
********* *****
Executive Response
T-Mobile USA, Inc. is NOT a BBB Accredited Business.
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