We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Cell Phone Supplies

T-Mobile USA, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Supplies.

Complaints

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

Find a Location

T-Mobile USA, Inc. has 1000 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 27,468 total complaints in the last 3 years.
    • 8,075 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 receiving a monthly auto-draft from my account of $12 although I transferred my phone number to another cell phone company. No one from T-Mobile will tell me what these charges are from or why they have occurred; I have tried to call & used the chat feature. No one can answer my question.

      Business Response

      Date: 07/02/2025

      July 2, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File Number: 23507255

      To Whom It May Concern:

      T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 23, 2025,regarding the account referenced in the above-mentioned file number.

      T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to continued payments following a transfer to a new carrier.

      In reviewing the account ********************** found the customer transferred a single voice line, leaving a voice line and wearable line active on the account and we were unable to locate record of a request to cancel the remaining lines.  The account was previously enrolled in a free voice line promotion, which continued to cover the voice line charges, leaving the wearable line charges with their AutoPay discount, totaling $12.00 each month. 

      T-Mobile contacted the customer on June 27, 2025, discussed their concerns and we were able to come to an amicable resolution regarding the account.  Furthermore, we provided them with our contact information should they have any additional questions regarding this matter. 

      Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

      Thank you for bringing this matter to our attention.

      Very truly yours,

      T-MOBILE ********


      ****** *****
      Executive Response

    • Initial Complaint

      Date:06/23/2025

      Type:Billing Issues
      Status:
      Answered
      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 writing to formally dispute and file a complaint regarding a non-return equipment fee that has been incorrectly charged to my T-Mobile Home Internet account and appears to have been sent to collections.The equipment in question was returned several months ago, and I have called T-Mobile multiple times to confirm receipt. Each time, I have been told that the equipment has indeed been received, yet the non-return fee remains on my account and has now been wrongfully reported to a collection agency, potentially impacting my credit.I am deeply frustrated by the lack of resolution and transparency. Despite repeated contact with your customer service department, I have received no clear explanation for:Why this charge was never removed.Why the account was closed without correcting the error.Why it was sold to collections despite having the equipment in your possession.This is an inaccurate debt, and I am requesting immediate action to:1.Correct the error and confirm that no outstanding balance is owed.2.Recall the collection from the agency or notify them that this was a billing mistake.3.Remove any negative credit reporting caused by this issue.Please treat this matter with urgency. If this is not resolved promptly, I will have no choice but to escalate this by filing formal disputes with the ************************************ (****), the ********************************* (***), and the major credit bureaus.I would appreciate written confirmation that the matter has been corrected and that any impact to my credit report will be reverse

      Business Response

      Date: 07/03/2025

       

      July 3, 2025

      FILED ELECTRONICALLY

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

      Re:Your File Number: 23506648

      To Whom It May Concern:
       
      T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 23, 2025, regarding the account referenced in the above-mentioned file number. 

      T-Mobile regrets any concerns our customer 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 a non-return fee. 

      The customer previously activated a ********************** Home Internet line of service, and at the time of activation, they were provided with a T-Mobile Home Internet Gateway at no cost to them for use with the service.  Please note, T-Mobile Home Internet Gateway devices are ********************** property and must be returned within 45 days of cancellation of service to avoid a non-return fee. 

      In February 2025, the account was cancelled due to non-payment.  At the time of cancellation, a prepaid label was sent to the customer via email to return the ********************** Home Internet Gateway device.  Regrettably, the Gateway device was not returned within the expected timeframe; as such, a non-return fee was assessed to the account in April 2025. 

      As the account balance remained outstanding, and T-Mobiles internal collection efforts were unsuccessful, the account was referred to a third-party agency in April 2025.  At that time, a one-time collection fee was assessed to the account. 

      ********************** contacted the customer on June 25, 2025, and advised them of the above information.  We are pleased to report we have reached an amicable resolution to the customers concerns.  Additionally, we provided the customer with our contact information should they have any additional questions regarding this matter.  

      Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

      Thank you for bringing this matter to our attention.

      Very truly yours,
       
      T-MOBILE USA, INC.


      ******* Sanchez 
      Executive Response

    • Initial Complaint

      Date:06/23/2025

      Type:Billing Issues
      Status:
      Answered
      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 or about April the 15th I called to cancel my service with T-Mobile and they told me that would be fine. And they said I missed the service ending by 2 days. And then the next thing I know I was receiving a bill for may. For the whole total month instead of just charging me for 2 days. I really don't believe I need a bill. I should get a bill at all. The total is 62.0 3. They're charging me $7 for late fee. Because I did not pay them. And I've called trying to get this resolved and the representative that I talked to when I called to cancel my service never once told me that I was going to be charged.The second representative that I called after receiving a bill.He apologized for that employee, not knowing the correct thing to tell me.And he said that he would check and have it turned in, so they would know from now on.But that's not good enough to reprimand your employee.What about me getting charged for that complete service

      Business Response

      Date: 07/04/2025


      July 4, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File Number: 23505973

      To Whom It May Concern:

      T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 23, 2025,regarding the account referenced in the above-mentioned file number.

      T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to their final billing statement after the port out of their service.

      After thorough review T-Mobile records confirm the customer canceled their account on April 17, ********* they ported their mobile number to another service provider.  Their billing cycle ran from the 15th of one month to the 14th of the following month.  Pursuant to T-Mobile policy, if the port-out happens mid-cycle, customers will be billed through the end of the current billing cycle.  As such, the customer was billed through May 14, 2025, on their final billing statement.  Furthermore, as the billing statement remained unpaid, the account was assessed a late fee. 

      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 *********************** Customer Care.

      ********************** contacted the customer on June 30, 2025, and apprised them of the above information and addressed their concerns.  Upon speaking with the customer, we confirm their concerns have been resolved to their satisfaction.  Furthermore, we provided them with our contact information should they have any additional questions regarding this matter. 

      Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

      Thank you for bringing this matter to our attention.

      Very truly yours,

      T-MOBILE USA, INC.

      ********* *****
      Executive Response

    • Initial Complaint

      Date:06/23/2025

      Type:Billing Issues
      Status:
      Resolved
      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 writing to file a formal complaint regarding T-Mobiles mishandling of my account, lack of communication, and improper billing practices, which I am now escalating through the *************************** the end of April or beginning of May 2025, I submitted an application online to open a new account with **********************. I did not receive any confirmation, device, or follow-up communication from T-Mobile after submitting the application. I assumed the account had not been ********** was not until two weeks later, when I visited a T-Mobile store in person, that I was informed an account had been created in my name. This was the first time I learned that an active account existed. I then visited multiple T-Mobile stores and contacted several customer service numbers in an attempt to understand and resolve the situation.Eventually, I spoke with T-Mobile ************* and was told that the account had been canceled and that there was no outstanding balance. I was instructed to wait until midday for the cancellation process to finalize. I was told that once that was completed, I would owe nothing and could proceed with setting up a new account if I chose to.However, when I attempted to do so today, I was informed that not only does the account still exist, but there is also a $50 balance due. Additionally, I was told I must now wait another day before the issue can be resolved and I can set up a new accountdespite having already followed all previously given instructions.This experience has been extremely frustrating, marked by poor communication, inaccurate information, and a lack of accountability on T-Mobiles part. I am requesting the following:A full investigation into how this account was activated without confirmation or follow-up.A clear explanation of the charges and cancellation timeline.Immediate removal of the $50 charge and resolution of the account so I may move forward without penalty.

      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: 23506353

      To Whom It May
      Concern:

      T-Mobile USA, Inc.
      (“T-Mobile”) is in receipt of your correspondence dated June 23, 2025,
      regarding the account referenced in the above-mentioned file number.

      T-Mobile regrets any
      concerns our customer has regarding the account, and we appreciate the
      opportunity to respond.  In reviewing this matter, the customer’s concerns
      are pertaining to a recent activation and account balance.    

      After review, our
      records show that the customer activated an account via our online self-service.
      Based on our standard onboarding process, customers typically receive
      communications, including welcome emails and other relevant onboarding
      information at the contact information provided during account activation.
      These messages are intended to support the onboarding experience and navigate
      the customer through essential steps and available resources. However, we note
      that not all communications may be sent via mail or email, and some aspects of
      onboarding may vary depending on the specific account type and the details
      provided at activation.

      While our records
      generally indicate that communications from T-Mobile Onboarding via email from [email protected],
      they are sent to new customers to help guide them through the process,
      participation in automated preboarding communications may vary across T-Mobile
      organizations. T-Mobile makes every effort to ensure our customers are kept
      informed and supported, and we appreciate feedback if they have experienced a
      disruption or delay in onboarding communications.

      Our records indicate
      that the customer reached out to our Customer Care team regarding the
      onboarding process and was advised they did not receive onboarding support and requested
      to cancel the account, which was immediately completed.

      As there was no
      equipment purchased, no service used, and no charges for service or equipment
      on the line, T-Mobile issued credit for the outstanding balance. Our office
      spoke with the customer on June 30, 2025, and reached an amicable resolution. Please
      be assured that we value customer’s feedback and will utilize this input to
      improve our training and processes as we are continually striving to improve
      the quality of service provided to our customers. T-Mobile regrets any
      inconvenience to the 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.


      Jess Lopez
      Executive Response

      Customer Answer

      Date: 07/03/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23506353, and find that this resolution is beyond satisfactory to me.




      Sincerely,



      Richard Street Jr.

    • Initial Complaint

      Date:06/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      MetroPCS is supposed to give me a discount for being over 55 and won't. My original plan included ****** and ****** calling. For the last few months my ****** and ****** calling has not been activated. When I called MetroPCS of course I'm told I'm not entitled to any of these things and in fact if I want them I need to pay more. T-Mobile won't let me switch because it's a says it's an affiliate of MetroPCS although it has better plans and clearly offers an age discount. My plan is supposed to be $45 a month is what I was told in April and it keeps populating at $50 and without my international calling features working.

      Business Response

      Date: 06/30/2025


      June 30, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File No. ********

      To Whom It May Concern:

      Metro by T-Mobile is a brand operated under T-Mobile ******** (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated June 23, 2025, regarding the account referenced in the above-mentioned file number.  

      T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter.  In reviewing this matter, the customersconcerns are pertaining to their rate plan and feature. 

      After a thorough review T-Mobile confirmed that the account is subscribed to our $50.00 Unlimited LTE plus ****** One rate plan, which provides unlimited talk,text, and high-speed data.  However, the $50.00 Unlimited LTE plus ****** One rate plan is not a specific rate plan for our customers who are 55 years of age or older.   Additionally,the $50.00 Unlimited LTE plus ****** One rate plan does not include the $5.00 ****** and ****** Unlimited feature, which provides unlimited calling and texting in the ***** ******, and ****** to *****************, plus unlimited data with 5 GB of high-speed data

      T-Mobile contacted the customer on June 30, 2025, and we offered the customer to change their rate plan to our $40.00 Unlimited Promo rate plan plus the $5.00 ****** and ****** Unlimited feature to start on July 17, 2025.  Additionally, we provided them with our contact information should they have any additional questions regarding this matter. 

      Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

      Thank you for bringing this matter to our attention.


      Very truly yours,

      METRO BY T-MOBILE

      ***** *******
      Executive Response

    • Initial Complaint

      Date:06/23/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      From day1 T-Mobile lied fraudulent information an lack of support or resolving the issues since day one Ive not had the service thats advertised false advertisement etc Ive asked for this issue to be escalated since march of towers out etc dropped calls an repeating myself

      Business Response

      Date: 07/01/2025

       

      July 1, 2025

      FILED ELECTRONICALLY

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

      Re:Your File Number: 23505618

      To Whom It May Concern:
       
      T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 23, 2025, regarding the account referenced in the above-mentioned file number. 

      T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to misinformation and dropped call issues.

      T-Mobile is always working to improve its coverage, and we regret any service concerns our customer may have experienced.  Although the coverage map at ****************************** does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice.  T-Mobile has verified the address on our customers account and based on the coverage map, confirms their account address is in a fair coverage area with no known issues.  

      After a thorough review T-Mobile confirmed that the account and all qualifying device and service promotions have been successfully applied to the account and are reflective in the monthly recurring cost of service.  Our review found the customer has been charged in accordance with their selected rate plan and consider the charges valid.

      T-Mobile contacted the customer on July 1, 2025, and addressed their concerns and advised expected coverage at their home location.  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

    • Initial Complaint

      Date:06/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Home internet is not working properly. I paid all my bills the moment I receive their letter . Those arrive at different times of the month. My fico is>800. My *** called multiple times and so did I . The last time today. The Filipino agent was not competent and barely understood English ( *****). 20 minutes wasted was transferred to a ****** who-as I was told- in the tech ***** he was not but wasted another 10 minutes of my time. Then I spoke to a person with an African name and accent. As I was not familiar with that name I asked her to please spell it for me. She did not answer and hanged up. I wasted my work time due to t mobile s incompetent and rude employees. As a shareholder I am disgusted as a customer I am ashamed that a company from my home country of ******* would behave like this. We are looking for a different provider

      Business Response

      Date: 07/03/2025

       

      July 3, 2025

      FILED ELECTRONICALLY

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

      Re: Your File Number: 23505607

      To Whom It May Concern:
       
      T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 23, 2025, regarding the account referenced in the above-mentioned file number.

      T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to their ************* experience with our **************** and Home Internet service.

      T-Mobile is always working to improve its coverage, and we regret any service concerns our customer may have experienced.  Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors and conditions that may interfere with actual service, quality, and availability.  Although the coverage map at ****************************** does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice.  T-Mobile has verified the address on our customers account and based on the coverage map, confirms their account address is in a good coverage area with no known issues.  

      T-Mobile is an equal opportunity employer, and our Global Partner teams are a large part of our incredibly diverse workforce.  We celebrate and value the diversity within our Global Partner teams, recognizing them as a vital component of our broad and inclusive workforce.  Our commitment to diversity is not only a source of pride but also a key factor in our success and high regard in the industry.  Please be assured T-Mobile strives to provide world-class service to all our customers on each contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any ********************** employee failed in any way to display that during our customers recent contact with our ************* team.

      On June 27, 2025, T-Mobile contacted our customer and addressed apprised them of the above-referenced information.   Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.  

      Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

      Thank you for bringing this matter to our attention.

      Very truly yours,
       
      T-MOBILE USA, INC.


      ******* *******
      Executive Response

    • Initial Complaint

      Date:06/23/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 wife went into a T-Mobile store as she needed a new iPhone. She was told our One Plan was not eligible for an upgrade but he could get us a discount on the phone if we switched to a basic 4 line plan (we only need 2 lines as there are only 2 of us in the family) as it would be cheaper overall with the same service. She was skeptical so she had him call myself and he told me the same. Turns out it was not the case at all! Not only by switching was it more expensive as we only received a $15 month discount on the phone but also we did not get intl data which is important given I travel extensively so would need to purchase a $35 pass every time I travel. Plus I would lose a $10 monthly kickback discount. So overall I was totally mislead and ended up with a more expensive plan with less features and 2 lines I did not need than if I just paid full price for the phone with my current plan. In addition, he gave us sync devices which he said were free which we again did not need or want that I now I have to pay for to switch my plan back. I dont want to ascribe malicious motives to the salesperson although I think T-Mobile wants people off of the grandfathered One Plan so it could be related to that. Overall, it was a terrible experience given we then traveled internationally thinking our phones would still work and the did not. In addition, we paid more for that month than we should have and have two sync devices we now have to pay for that we did not want to begin with. I have been a loyal customer of ********************** for over a decade so do not understand why I was mislead and end up with more costs and a lot of hassle. I am seeking a billing adjustment for the ***** that I paid above what I would have been charged without this plan plus the $53.76 that I will now have to pay over the course of two years for these I unwanted sync devices.

      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: 23505334

      To Whom It May Concern:

      T-Mobile USA, Inc.
      (“T-Mobile”) is in receipt of your correspondence dated June 23, 2025,
      regarding the account referenced in the above-mentioned file number.

      T-Mobile regrets any concerns
      our customer may have experienced regarding their account, and we appreciate
      the opportunity to respond.  In reviewing
      this matter, our customer’s concerns pertain to a recent upgrade.

      T-Mobile has confirmed that in
      June of 2025, our customer visited a retail location and purchased two SyncUP
      trackers and a handset under our Equipment Installment Plan (EIP). Additionally,
      two SyncUP lines of service and two voice lines of service were activated. The
      addition of these lines caused the EIPs for the SyncUP trackers and handset to
      qualify for and be enrolled in promotions. The account was also changed from
      the ONE Plan (tax-inclusive) to the Essentials 4-Line plan
      (tax-exclusive), which does not include the Kickback benefit and
      requires purchasing an international data pass for roaming outside of North
      America, unlike the ONE Plan that offers unlimited international data in
      select countries and Kickback.

      In June of 2025, our customer
      visited a retail location and returned the SyncUP trackers and handset and the
      EIPs were closed. Moreover, the account rate plan was reverted back to the ONE
      Plan.

      On June 25, 2025, our office
      contacted the customer, addressed their concerns, and was able to come to an
      amicable resolution. Additionally, 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.


      Raschel Rosado
      Executive Response

      Customer Answer

      Date: 07/03/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23505334, and find that this resolution is satisfactory to me.




      Sincerely,



      Michael Pintar

    • Initial Complaint

      Date:06/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 installed a temporary international plan on my phone as I was set to travel overseas to ***************. When I arrived to my destination country it turned out my phone did not work and the international coverage did not apply. I was mistakenly told it would work by the ***. I called 4 days in a row to have my phone temporarily unlocked so I can install a digital esim that would work. I kept getting told it would take ***** hours and even had supervisors promise to call and help push this through. I had no way of calling for help or navigating my way if needed. I discovered upon my return home that Tmobile supposedly instituted a new rule of not temporarily unlocking iphones unless they are fully paid off (but only iphones) and this was not communicated to the tech support team. Also, because they made a mistake in telling my prior to my travel their international plan would work in the country I was visiting they should have had the ability to unlock the phone.

      Business Response

      Date: 07/04/2025

      July 4, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File Number: 23505256

      To Whom It May Concern:

      T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 23, 2025,regarding the account referenced in the above-mentioned file number.

      T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to being unable to utilize the service in another country after subscribing to one of our international features, and a Mobile Device Unlock (MDU) request.

      After a thorough review, on June 14, 2025, our customer spoke with our ************* about utilizing the service while traveling internationally and added our ****************** Pass on one of the voice lines. Please note, the ****************** Pass provides a set amount of high-speed data for a specified period while traveling in 215+eligible countries and destinations.  On June 14, 2025, the customer contacted ************* to report that they were not receiving service in the current country they were visiting.  Regrettably, the country is not currently one of the eligible countries mentioned above, and moreover, ************* informed our customer that the coverage in this country is limited.  On the same date, our customer requested an MDU for their handset.  ************* advised our customer that as the device has an open Equipment Installment Plan (EIP) balance,it was ineligible for an MDU.  

      On July 3, 2025, our office spoke with our customer and we 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.


      ****** *******
      Executive Response

    • Initial Complaint

      Date:06/23/2025

      Type:Billing Issues
      Status:
      Answered
      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 placed on a T-Mobile business account without my knowledge or consent. I do not own a business, and I was never shown what I was agreeing to. And was promised a lower bill or similar bill to what I had previously.I made a payment on June 18 by card as part of a valid payment arrangement. However, per the customer service *** on the phone because I paid more than the EXACT required amount, the system flagged the arrangement as broken and suspended my service anyway.Ive called multiple times and spoken with agents and supervisors, all of whom have said they cannot help, restore service, or provide a case number or do anything to assist. I have no access to my phone, which is my lifeline, and Im medically vulnerable and depend on my phone for my health. Ive done everything I can to resolve this in good ******** requesting:Immediate restoration of my service Full removal of the past due balance caused by the unauthorized business plan Return to a consumer plan T-Mobiles mishandling of my account has put me in a dangerous position. I just want this made right.

      Business Response

      Date: 07/07/2025


      July 7, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File Number: 23501333

      To Whom It May Concern:

      T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 26, 2025,regarding the account referenced in the above-mentioned file number.

      T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to their account activation type and billing.

      After a thorough review, T-Mobile confirmed that our customer activated an account, which was inadvertently activated as a business account. Additionally, T-Mobile records confirm that in June 2025, the customer's account carried a past due balance in which the customer established a payment arrangement.  Although T-Mobile attempted to draft the scheduled payment it was later returned by the customers financial institution and went unpaid resulting in the suspension of their service in the same month.  The customer later remitted a partial payment of the unpaid balance to restore service and was charged the appropriate restoral and late fees.

      On June 30, 2025,our office spoke with the customer and informed them of the above-mentioned information and were able to reach 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 Response

    T-Mobile USA, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.