Complaints

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

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  T-Mobile USA, Inc.

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  T-Mobile USA, Inc.

  102920 SE 38th St. Bellevue, WA 09006

• 

  T-Mobile

  6501 Grape Rd Mishawaka, IN 46545-1007

• 

  T-Mobile USA, Inc.

  9464 Parkway E Birmingham, AL 35215-8308

• 

  T-Mobile USA, Inc.

  1006B 15th St E Tuscaloosa, AL 35404-5811

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

• Initial Complaint

  Date:06/23/2025

  Type:Customer Service Issues
  Status:

  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.

  On June 20, 2025, I visited the T-Mobile franchise store at ******************************************************************* (operated by GP Mobile), to complete activation of my phone line. This followed a frustrating experience that began on June 18, when I switched from ***** The sales *** failed to verify whether my phone was unlocked before transferring my number, which left me without service for two days.When I returned to the store with my now-unlocked phone, I was told I needed to present my husbands ID, since the account is in his name. I showed a photo of it, which the system rejected. I asked if bringing the physical ID would resolve the issue, and the employee said yes. I went home, returned with the **, and was then told by a different *** that my husband had to call customer service to authorize me an entirely different instruction.Frustrated but respectful, I asked to speak with the store manager, ****. Rather than listen to my concern, she came out and immediately yelled at me in front of everyone, telling me to get out of her store. I was calm, not aggressive, and simply trying to express my disappointment as a new customer receiving mixed information. I believe this was a retaliatory act for exercising my right to request a manager and give feedback.I was humiliated and shocked. This behavior is unprofessional and unacceptable. When a customer is screamed at for calmly requesting help, that reflects serious management failure. It may also violate consumer protection rights.I am requesting a formal apology from manager ****, a review of employee training, and confirmation that this matter is being addressed appropriately. I expect to be treated with respect as a paying customer and believe no one should face retaliation for voicing a complaint.

  Business Response

  Date: 07/04/2025

  
  
  July 4, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23497409
  
  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 a retail store experience while obtaining service.
  
  Our records reflect the account was activated with three lines that were ported on the same day the account was created.  Two days later,equipment was changed on the handsets and service was fully activated. 
  
  Please be assured T-Mobile takes allegations of employee misconduct very seriously.  We make every effort to be professional and courteous to our customers.  We apologize if any ********************** employee failed in any way to display that during our customers recent visit to our retail location.
  
  On July 1, 2025,upon speaking with our customer, we were able to amicably resolve their concerns.  Furthermore, we provided them our contact information should they have any additional questions regarding this matter. 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
  
  T-MOBILE ********
  
  
  ***** *******
  Executive Response

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  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 a T-Mobile customer for the last year and a half. I had a single line phone, with international roaming and calling, and I have been paying $90 per month. I no longer need international roaming and calling. I heard an advertisement for T-Mobile offering multiple lines for senior citizens, 55 and over, so I went to this retailer to change my plan.They told me they could offer me 3 lines, under their "Magenta" promotion, and because I was a senior 55 or more, I would receive a free phone, 3 lines, unlimited data, and they would keep my monthly bill at $90 per month. I agreed to these conditions, and there were 2 managers present when this promotion was presented to me. I spent 2 hours signing all the paperwork and left the store. On June 19, two days ago, my automatic deduction from my checking account was over $220, a ridiculous amount compared to what the store managers told me. When I called T-Mobile support, they told me I was signed up for a Business Account for 3 lines that would cost me $155 per month from now on. This was a scam, fraud and a crime against an elderly citizen. I want this store held accountable for fraud, deceptive practices, and scams against the elderly.

  Business Response

  Date: 07/08/2025

  Tell us why here... 
  
  July 8, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *****, ID *****
  
  Re:Your File Number: 23502173
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 26, 2025, regarding the account referenced in the above-mentioned file number. 
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to billing. 
  
  T-Mobile records reflect that the customers account included one voice line.  In May of 2025, the customer visited a ********************** retail location and activated two new voice lines and changed their rate plan to the Go5G Business Plus rate plan which is billed at $160.00 for the first two lines and $40.00 for each additional line, with taxes included.  Such activation qualified the customer for our Voice: 3rd Line Discount with New Voice Line (Line Discount ********* promotion, wherein customers could get a free or discounted voice line via monthly bill credits when they add two new voice lines to their existing one line account on a qualifying plan.  Accordingly, one of the newly activated voice lines was enrolled in the promotion, making it free. 
  
  Additionally, the customer took advantage of an Equipment Installment Plan (***) with the purchase of a new device and accessories.  The customer was not required to remit a down payment; however, they remitted a payment for the applicable taxes on the full retail price of the device and agreed to a series of monthly installments.  The *** associated with the new device was enrolled in our Android: $300.99 off Smartphone with New Voice Line (Smartphone Activate ********* promotion, wherein customers could get up to $300.99 off select devices via monthly RDCs when they purchase on an *** and activate a new voice line on a qualifying rate plan. 
  
  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 visit to the retail location.
  
  On July 8, 2025, our office contacted the customer to apprise them of our findings.  We explained that the increase in the estimated monthly charges was due to the addition of the newly activated voice lines and the accessories purchased on an ***.  We are pleased to confirm that an amicable resolution was reached with the 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 Response
  
  

• Initial Complaint

  Date:06/23/2025

  Type:Billing Issues
  Status:

  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 just received a past due bill for $182.41 that I do not owe- I tried to order an iPhone with their sales department months ago, but was not able to open up and sign their documentation. The order was cancelled 1/2 hour later. They also signed me up for a new phone number which I did not ask for. I never received a phone from them and never activated their phone service. They actually cancelled it and never shipped the phone. I stayed with ******* my current phone carrier because of the bad experience with T mobile. I have attached copies of the bill just received from them. I do not owe this balance.

  Business Response

  Date: 07/04/2025

  July 4, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23498489
  
  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 T-Mobile account balance.
  
  Our records confirm that the customer contacted ********************** to activate the service. Upon completion of the activation process, the customer agreed to an Equipment Installment Plan (EIP) with the purchase of the new device. Immediately, after agreeing to the ***, the customer contacted ********************** to cancel the agreement. However, after cancelling the ***, the account remained active.
  
  Further records indicate that the account became suspended, before being cancelled for nonpayment. Upon the cancellation of the account, the customer contacted ********************** and the accounts cancellation was updated to reflect that it was cancelled with no usage.
  
  Nonetheless, on June 27, 2025, our office contacted the customers and was able to resolve their concerns by applying a credit to offset the remaining balance. 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

  Customer Answer

  Date: 07/04/2025

   
  Complaint: 23498489
  
  I am rejecting this response because:

  The information in the response is incorrect. I actually did not sign the equipment agreement because the iPhone 7 being used at the time was not compatible,  and I was not able to open the emailed contract and sign electronically . Also, an actual account was never created, and I was not issued a PIN. This iPhone ********************** account was never activated. I did not have an online account with your company already established since I never used your services before.
  I do accept the credit to offset the erroneous invoice received, and Im glad a balance is not due. I just wanted to respond so you have the correct information on file.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  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 cannot believe how crappy the customer service has been. I have been with them for over 8 years. My husband was killed and the account was transferred to my name! I was told nothing about our plan would change as he was grandfathered in, 4 lines for $100/month including all fees before autopay discount. They said effective immediately they would cancel our kickback of $10/lines which was part of his military benefit. I now find out a year later after my mom dies and I need to remove a line that the *** lied, I have been overpaying for the last year as the plan they set me up on was $100/month for 2 lines and an extra $20/month per line (previous plan was extra $10/mine) before autopay discount. When confronted the customer service ***s offer me a one time $80 credit. That does not fix the fact that Ive been overcharged $40/month for the last year and going forward will continue to be over charged.

  Business Response

  Date: 07/03/2025

  July 3, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23504639
  
  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 billing, and plan changes.
  
  After reviewing the account, ********************** confirmed that the current and prior rate plans were priced similarly, and that the customer had not been receiving the AutoPay discount because their payment method did not meet AutoPay discount eligibility requirements.Additionally, only specific lines on the previous plan were eligible for a promotional data usage credit, and most of those lines did not qualify based on actual usage.
  
  Please note that T-Mobile contacted the customer and resolved their concerns. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter. 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
  
  T-MOBILE ********
  
  ******* *******
  Executive Response

• Initial Complaint

  Date:06/22/2025

  Type:Service or Repair Issues
  Status:

  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 talking to an agent about switching to T-Mobile for my cell provider , as I already had their internet. I was promised I would be eligible for two free iPhone 16s. After the port over was initiated he said I would have to pay 200$, but even. Better they would pay off our iPhone 15 pro max from *********** soon as we switched that guy went off and everyone said we werent eligible for any of that. I begged them to stop the port over, they ignored me. Spectrum now locked the phone and is making me pay 631$ to unlock. T-Mobile now says I have to pay it and they will pay me back. They say the only way I can get what was promised is get a higher plan or pay for another phone. My fianc runs a travel plaza so she CAN NOT be without a phone. When spectrum locked our phone and T-Mobile refused to pay it off, tmobiles answer was to put both numbers on my 14promax. I was then forced to go to Best Buy and buy a new 16 for my fiance..now I have the same phone and I lost one we had halfway paid off. I wish I never switched to T-Mobile. You guys gave me 70$ and I gave it back. The last agent tried to give me 400$ I hung up on her. I want what was promised to me. Next compliant is Toto the ***.

  Business Response

  Date: 06/28/2025

   
  June 28, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 W Explorer Dr, Ste 200
  Boise, ID 83713
  
  Re: Your File Number: 23504519
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 22, 2025, regarding the account referenced in the above-mentioned file number. 
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customer’s concerns are pertaining to our Family Freedom program and purchasing new equipment.  Our records indicate the customer contacted Customer Care and activated two voice lines, which they ported in from their previous service provider. 
  
  Upon a further review, T-Mobile confirmed that our customer was attempting to take advantage of our Family Freedom promotion and was not successful.  The Family Freedom program requires customers to purchase equipment on an Equipment Installment Plan (EIP); however, our records indicate the customer did not purchase a new device on EIP.  T-Mobile’s records also indicate that the customer did not meet the other requirements involving tenure with their previous service provider.
  
  On June 24, 2025, our office contacted our customer and advised them of the above information.  Our office continues to work with our customer to amicably resolve the 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.
  
  
  Daniel Thornton
  Executive Response

• Initial Complaint

  Date:06/22/2025

  Type:Service or Repair Issues
  Status:

  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'm filing a complaint in regards to the multiple data breaches this company has had over the many years I was a customer I want to express the deep concern with the breaching of data of their customers and the moment risk it potentially puts customers in my name is **** ****** and I believe potentially the data breaches regarding myself as well as an individual that was ok to make changes to my account may have exposed my family to unfortunate events that are currently taking place his name being ****** ******* TMobile is a large company and the exposure of this information should be taken seriously

  Business Response

  Date: 07/02/2025

   
  
  July 2, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:Your File Number: 23504316
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 22, 2025, regarding the account referenced in the above-mentioned file number.  Please be advised, we have made attempts to contact the customer, which have proven unsuccessful.
  
  At T-Mobile, we take the privacy and security of our customers information extremely seriously.  We understand how concerning it is for a customer to learn that their personal data may be impacted by a data breach.  T-Mobile continuously works to improve our cybersecurity measures and takes prompt action when criminal cyberattacks occur.  In the event of a breach, we immediately launch a thorough investigation with the assistance of leading cybersecurity experts, and we notify affected customers as required by law. Our investigation and response processes comply with all relevant federal and state regulations to help protect customer information.
  
  If customers believe their information has been compromised, we recommend:
  
  Reviewing any official communication or mailed letters they may have received from T-Mobile regarding the incident, as these contain the most accurate details about the specific situation.
  Following the instructions provided in those communications to contact our Privacy team if they have further questions.
  Taking additional precautions such as updating passwords, monitoring accounts for unusual activity, and reviewing credit reports through the major credit bureaus.
  
  Please be advised, T-Mobile is not involved in the settlement administration process related to the August 2021, cyberattack.  The class action plaintiffs counsel has engaged ***** as the settlement administrator, and ***** is responsible for administering the settlement.  Consumers impacted by the cyberattack have been contacted by ***** via text message, email, or letter.  If the customer received notice from *****, then they have been identified as being eligible to participate in the settlement.  The settlement website (********************************************) has detailed information about the options with respect to the settlement including the benefits available  and information on how to submit a claim.  
  
  Should our customer have any further questions or concerns regarding this matter, they may contact our office directly at the contact information provided in our contact attempts.  We regret any inconvenience to our customer.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
  
  ***** *****
  Executive Response
  
  

• Initial Complaint

  Date:06/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ok I am with spectrum mobile right now and my issue with them is i have 2 broken phones with cracked screens so I wanted to pay off the one with the lowest cost and get another line but move the number from the other cracked phone to the new one. The reason I want to do it this way is because I owe a larger balance on the other cracked phone so i can't pay it off.. Now I spoke with a *** and the only option was one that would have me paying more per month. Now the other thing is my apt complex has an agreement with a fiber company for gigabyte speeds at much less than the 400 gig im pay for with spectrum. I was advised that my phone bill would go up because it was promotional. Now im over on tmobile website and I looked at pricing with new phones and I was like H no then I set it as bring my own phone and for 2 lines of bring my own phone as well as purchasing a tablet and service its $236/month when its only $170/month with spectrum and im paying for 2 phones and a tablet. I don't know what happen to Tmobile because they use to have the bomb plans but they have gone to S lately with these ridiculous pricing

  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: 23503826
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 22, 2025, regarding the account referenced in the above-mentioned file number. Please be advised we have made attempts to contact our customer, which have proven unsuccessful.  
  
  T-Mobile regrets any concerns our customer has regarding their experiences with T-Mobile’s current plan offerings and associated pricing, and we appreciate the opportunity to respond to this matter. Our records show the customer was previously a valued T-Mobile subscriber and has communicated interest in returning to T-Mobile. Additionally, the customer has shared feedback about the available plan options and pricing structure, expressing that recent changes may affect their decision to return.
  
  T-Mobile continuously reviews and updates our service plans to meet the needs of our customers, adapting to market demands and offering new features and value. While plan pricing and benefits may differ from previous offerings, our current plans are designed to provide competitive value, enhanced features, and network improvements. We also regularly seek feedback from current and former customers to help inform our product development and appreciate hearing from customers who are considering rejoining the T-Mobile family.
  
  Should our customer wish to discuss their concerns with our office, they may contact us directly using the information provided in our contact attempts. 
  
  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.
  
  
  Mary Greene 
  Executive Response
  
  

  Customer Answer

  Date: 07/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23503826, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Anthony Fewell

• Initial Complaint

  Date:06/22/2025

  Type:Service or Repair Issues
  Status:

  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 calling T-Mobile for about 2 half weeks now about the same issue as to why I was not offered a device when I first signed up with them on mat 30th when the promotion was get a device on them when signing up I was informed by the *** to call back tomorrow or go onto the t-life app and order the device when I should have had it ordered the same time as my sim cards as that would have been the promotion but instead they or she didn't do that and completed my order and as I called in everyone I'm told something different and then today they cancelled my account and now I can't get a account because it has been cancelled within the first 90 days so inreality they knew that they were s******* with me the entire time and didn't care

  Business Response

  Date: 07/03/2025

   
  
  July 3, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:Your File Number: 23503779
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 22, 2025, regarding the account referenced in the above-mentioned file number.  Please be advised we have made attempts to contact the customer, which have proven unsuccessful.  
  
  T-Mobile regrets any concerns our customer may have experienced regarding their account, and we appreciate the opportunity to respond.  In reviewing this matter, we have determined the customers concerns are pertaining to a handset purchase and our promotional offers. 
  
  The account was activated in late May of 2025 with three voice lines of service and a T-Mobile Home Internet line of service.  At the time of activation, the customer was provided with SIM cards and a T-Mobile Home Internet Gateway device.  Our customer contacted our ************* team in June of ************************************************************ promotional offers to receive them at no cost.  Please note, at the time of activation, the customer did not qualify to finance equipment through T-Mobile, therefore the customer was not eligible to enroll in any T-Mobile device promotions.  
  
  Regrettably, in late June of 2025, the customer contacted our ************* and cancelled their account.  At that time, a prepaid return kit was issued to the customer to return the ********************** Home Internet Gateway device.  Our  ************* advised the customer that the recently cancelled account would need to be cancelled for at least 90 days in order to activate a new account and check their eligibility for handset financing.  
  
  However, upon further review, T-Mobile confirmed the customer has multiple cancelled ********************** accounts that reflect a balance owed, which must be paid in full for them to be eligible for handset financing.  Should the customer have further questions regarding this matter, they may contact our office directly at the contact information provided to them during our contact attempts.  We provided them with our contact information.  
  
  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:06/22/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  T mobile has been giving me an problem since it's founding in 1999 I been trying to depart from their psychological traits of being an competitor in some industries but their reality has become long criticized by other companies who use ******* and ****** tactics to survive. I lead entertainment organizations and businesses to success and have been deprived by this business because of my mental diagnosis. They corrupted my family and health documents to make my sister look like my mother and my Father look like me and the vice versa in some aspects of intelligence This has put strains on my movements and caused injuries uncontested by force and leaving my with others pity of fraud and fake merchandise.I will abstract and object to any business being done here on their telecommunication computer and will not plan to work in the future with them.Please organize my files properly with their manufacturers (Sidekick, **********, IPhone) These files have been crucial to my portfolio I have with the designs of electronic devices and the name on the contract should be **** ****** *****; not *.***** or related to fashion designers Their technology has sent bad vibrations and fake images of me because of the voice recordings I have saved and used on their safe network; With the family plan I had I was sent options to work in places I would not have been qualified for such as Social Security Offices and Task force Units being an victim of identity theft by ****** ****, Fashion ***** and ***** **** since 2008. I need this money to be correctly deposited to my bank account and my savings save and secure.

  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: 23503405
  
  To Whom It May
  Concern:
  
  T-Mobile USA, Inc.
  (“T-Mobile”) is in receipt of your correspondence dated June 22, 2025,
  regarding the account referenced in the above-mentioned file number.
  
  T-Mobile regrets any
  concerns the customer may have experienced, and we appreciate the opportunity
  to respond.  After reviewing the
  correspondence from your office, T-Mobile has determined that their concerns
  pertain to interference with personal and professional records and a refund
  request
  
  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 T-Mobile employee failed
  in any way to display that during the customer’s recent contact with T-Mobile.
  
  Regrettably, we were
  unable to locate an account with the complainant’s name or phone number. In
  addition, the complainant requested no communication from T-Mobile.  If the complainant wishes to offer further
  details, we invite them to contact our Customer Care team at 1-800-937-8997.
  
  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.
  
  
  Jose Madrigal
  Executive Response

  Customer Answer

  Date: 07/04/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23503405, and find that this resolution is satisfactory to me.
  
  

  I may have an active business account, I Read about it in my email. I would like no further contact with those businesses and close all refun request cases because I didn't request one myself 

  
  
  Sincerely,
  
  
  Fred Thomas Lyons

• Initial Complaint

  Date:06/22/2025

  Type:Service or Repair Issues
  Status:

  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 do **** have cell phone service with tmobile. A month ago I called to sign up for a switch from att, but customer service was so incredibly rude and unhelpful that I decided to go with a different carrier. My name and phone number are not in your database. My credit card is being charged in error and I cant get anyone on the phone to stop it and refund the erroneous charges.

  Business Response

  Date: 06/25/2025

   
  
  June 25, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 W Explorer Dr, Ste 200
  Boise, ID 83713
  
  Re:Your File Number: 23503386
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 22, 2025, regarding the account referenced in the above-mentioned file number. Please be advised we have made attempts to contact the customer, which have proven unsuccessful.  As such, T-Mobile will make every effort to address their concerns within this letter.
  
  T-Mobile regrets any concerns the customer may have regarding their account, and we appreciate the opportunity to address this matter.
  
  Upon review, the customer’s concerns relate to billing. The account was activated on May 31, 2025, with one voice line subscribed to the Essentials Saver rate plan at $55.00 per month plus applicable taxes and fees. At the time of activation, the account was enrolled in AutoPay, which is a free feature that automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.  
  
  The billing statement dated May 31, 2025, reflected a balance of $59.92 for the service period from June 1, 2025, to June 30, 2025, with payment due by June 22, 2025. On June 20, 2025, a payment of $59.92 was successfully processed through AutoPay, bringing the balance to zero. However, on June 22, 2025, a refund was issued at the customer’s request, resulting in a new balance of $59.92.
  
  Further review confirmed that the customer contacted Customer Care on the activation date to complete a number transfer from another service provider to T-Mobile. However, as the device was network-locked to the previous carrier, the customer was advised to contact that provider to request a Mobile Device Unlock in order to use the device with the T-Mobile network. During the conversation, the customer indicated their desire to cancel the account; however, the call was disconnected before the necessary disclosures could be reviewed, and therefore the cancellation could not be finalized. Additionally, the account review confirmed that the services remained unused.
  
  Based on the above, the account was scheduled for cancellation on June 30, 2025, and a credit was applied to bring the balance to zero. Furthermore, 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.
  
  
  Faith Ouzts
  Executive Response
  
  

  Customer Answer

  Date: 06/25/2025

   
  
  Complaint: 23503386
  
  
  
  I am rejecting this response because: although the dispute is now on record,  handled and refunded, it should never have reached this point. Of all the horrible customer services I've seen over many years, this was one of the worst.i spent 3 full days on the phone canceling the service and was met with hostility and incompetence at each and every stage of each call I placed to this company.  It sent my anxiety through the roof and wasted my time. Hire English speaking representatives who are actually trained in customer service.  What a horrible experience. 
  
  
  
  Sincerely,
  
  
  
  Tricia Mezzacappa