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
- 27,453 total complaints in the last 3 years.
- 8,096 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:06/26/2025
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.
Starting the week of 6/16/2025 my wife had been in contact with the tmobile store as well as customer service to get our 2 synced up kids watches fixed/replaced being that it was a service issue with the watch and the watches were still under the 1 year warranty. They ended up sending 2 new watches to the store to replace. Went into the store on 6/23/2025 to pick up the brand new replacement watches. Since then I have been into the store everyday multiple times a day for syncing the watches to the app that no one could figure out how to do it as well as working with customer service for almost ****** to get the watches set up and connected to the app and they couldn't get anywhere. After 3 days finally had the manager get the watches to sync but then later that day the same problem started happening again with the watches not connecting to service making the watches obsolete being they don't work. After several phone calls and several trips into the store there was no real help. Told the store as well as customer service we do not wish to get another replacement and just want our plan canceled and they take the watches back being we need them to work for our kids and they cant figure out the issue just keep telling us to wait until customer service figures out the issue but they have no idea how long that will take and we need the watches to be able to get ahold of our kids and be able to track them. I want them to cancel the plan as well as take care of the remaining balance for the watches being they are selling a product that not only doesnt work with there service but have no idea how to fix the problem.Business Response
Date: 06/30/2025
June 30, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23522859
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 replacement devices.
Upon review, our records confirmed our customer was sent two replacement devices via our Handset Exchange Program. Further review, confirmed upon receipt of the replacement devices, our customer worked with our retail store location, and our ************** and were unsuccessful in assisting our customer in completing the activation of the devices.
Our office contacted our customer on June 30, 2025, regarding the above findings. To amicably resolve this matter, the lines associated with the devices were canceled. Additionally, a credit was applied to the outstanding Equipment Installment Plan (EIP) balances associated with the devices, updating the balance due for each EIP to zero.
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:06/26/2025
Type:Product 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.
T-Mobile have been charging me for a service that should have been disconnected 15 months ago. I've called customer service 5 times (I've spoken with **** (2), *****, ***** and ***. Everyone saw we didn't use the service and calculated the amount to be reimbursed. I was provided 2 "refund" numbers/codes, *********** and ***********. I have yet to receive the refund. I've never received the email confirming the refund or a follow up call. I was charged $28.50 for 15 months ($427.50). I stopped the automatic draft and requested the refund be sent in a gift card. I just want to get my money back.Business Response
Date: 07/04/2025
July 4, 2025
FILED
ELECTRONICALLY
Better Business Bureau
12639 W Explorer Dr, Ste 200
Boise, ID 83713
Re: Your File Number: 23522481
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 a refund request.
After a thorough
review, T-Mobile confirmed that the customer activated services with two voice
lines and one tablet line and enrolled in our optional AutoPay. Our records show the two voice lines were
cancelled when they ported to another service provider, leaving the tablet line
active on the account. Accordingly, the
account continued to be billed for services as our records do not reflect a
request to cancel the remaining line or remove AutoPay.
It is important to
note that the customer requested for the third line to be cancelled as well as
a refund for the previous months paid. A
cancellation and refund were processed; however please be advised pursuant to
T-Mobile policy, customers may be billed through the end of their current
billing cycle if they cancel their service mid-cycle.
On July 1, 2025, our
office contacted the customer and amicably resolved the matter to their
satisfaction. Furthermore, we provided
them with our contact information should they have any additional questions
regarding this matter.
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.
Donna Glaze
Executive ResponseCustomer Answer
Date: 07/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23522481, and find that this resolution is satisfactory to me.
Sincerely,
Lashawne MillerInitial Complaint
Date:06/26/2025
Type:Product 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.
03/27/2025 Transacted for **************** thru T-Mobile, *************************************************************************************************, **************, Sales Rep ********* First 14 Days Free Trial; received equipment.Signed up for Auto-Pay of $75.00.04/02/2025 Returned equipment to ******, MD Store and Cancelled ****************.04/18/2025 T-Mobile removed $75.00 Auto-Pay from my wife's **************************************** ************** PIN ****** four times: First told by ****** to go back to the Store, they are the only one who can do the Refund; went back to ******, MD store and they said they can't do a Refund. Contacted ************* 2 more times, receiving Confirmation #'s ***********, ******** (5/6/2025) , and told both times that they would issue the Refund.5/29/2025 Chatted on-line with ******** who said we would receive a $75.00 Master Card 45 days from 4/15/2025 (end of 14 day free trial).06/26/2025 Still have not received my $75,00 Refund.Business Response
Date: 07/04/2025
July 4, 2025
FILED ELECTRONICALLY
Better Business Bureau
12639 W Explorer Dr, Ste 200
Boise, ID 83713
Re: Your File Number: 23521763
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 customer’s concerns are pertaining to not receiving a refund after the cancellation of Home Internet Service.
Upon review of the account, T-Mobile confirmed that the customer activated Home Internet service and enrolled in automatic payments via AutoPay on the date of activation. The customer activated during T-Mobile’s 15-Day T-Mobile Internet Test Drive promotion. This promotion allows customers activating Home Internet or Small Business Internet services on a qualifying plan to receive their money back, via a one-time bill credit or prepaid refund card, if they choose to cancel the Internet service within the first 15 days of activation. Additionally, customers targeting this promotion need to make full payment for the amount reflected on their billing statement to avoid late fees. After 30 days pass from the final bill calculation date, customers meeting the requirements will automatically receive a Prepaid card in the amount of the final account credit balance.
The equipment associated with the Home Internet line was returned within the 15-day Test Drive period; however, the line itself was not canceled within the required timeframe. Therefore, the account did not qualify for Test Drive. T-Mobile confirmed that an AutoPay payment was processed. The customer subsequently contacted Customer Care regarding the payment. Although the cancellation occurred outside the eligible window, Customer Care submitted multiple refund requests, per customer request AutoPay was canceled. Unfortunately, these requests were declined due to the absence of a credit balance on the account.
On July 1, 2025, our office contacted the customer regarding their concerns and provided them 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.
Michelle Williams
Executive ResponseCustomer Answer
Date: 07/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23521763, and find that this resolution is satisfactory to me.
Sincerely,
Richard StevensonInitial Complaint
Date:06/25/2025
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.
T-Mobile is refusing to fix issue the keeps me from porting my number out.I get an error message saying port out protection or a fraud alert is keeping my number from being transferred. Port out and SIM protection are disabled.Also they said they can't verify my identity when I call because my PIN is wrong. I entered my pin when I called and it confirmed my identity. The agent then had me use their app to create a new PIN. I gave the agent the new PIN and they told me it was wrong.Customer Answer
Date: 07/07/2025
You can close my complaint, as I have moved my service out of T-Mobile.Initial Complaint
Date:06/25/2025
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 05/16/2025 I ran a phone diagnostic check, and the results returned were "weak battery". I filed an insurance claim with T-Mobile/Assurant on 05/17/2025. I chatted with a T-Moble agent ****** on 05/22/2025 after not receiving any claim updates, he told me my claim was approved, and I would receive an email shortly. After no email was received, chatted again with Leilainared on 05/23/2025 and she said it was initiated and to check for updates by accessing the claim link she provided. Went to a local T-Mobile store on the same day and was told to call 611 for assistance with the claim because they don't have access to claim information. Called 611 the morning of 06/24/2025 asked for a *** in the ***** I was told no one was available but she would send a request for a call back. I have not received any emails, no status updates as of 06/25/2025, status still showing as initiated. No one can seem to tell me anything; however, I have been paying insurance on this phone since I got it back in 2018/2019, never filed a claim until 05/17/2025 and I pay my bill on time every month on time. It should be this difficult to process a claim especially when I have read other customers received a ***laced in one to two days. I have not been advised that any additional information is needed so I don't understand why this is so difficult. I have been with this company over 25 years; it started with Sprint then T-Mobile bought sprint out. Being with a company this long should, there should be some loyalty on the end of the company especially when I have never had to file an insurance claim on this phone.Business Response
Date: 07/04/2025
July 4, 2025
FILED
ELECTRONICALLY
Better Business Bureau
12639 W Explorer Dr, Ste 200
Boise, ID 83713
Re: Your File Number: 23517734
To Whom It May
Concern:
T-Mobile USA, Inc.
(“T-Mobile”) is in receipt of your correspondence 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 an insurance claim.
After a thorough
review, T-Mobile confirmed our customer is subscribed to our optional Protection
360 Tier 5 device protection feature. This feature allows customers to file
a device protection claim with our third-party partner, Assurant, if their
device has sustained physical damage, such as broken or cracked plastics, LCD
or internal parts, or liquid damage, or if the device is lost or stolen, and
extends the limited warranty period of one year while subscribed.
In June 2025, our
customer filed a replacement claim for their handset with Assurant. Regrettably,
the claim was denied.
On June 30, 2025,
our office contacted the customer and addressed their concerns. T-Mobile was
able to reach an amicable resolution with our customer regarding this matter.
Furthermore, we provided them with our contact information should they have any
additional questions regarding this matter.
Based on the
foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for
bringing this matter to our attention.
Very truly yours,
T-MOBILE USA,
INC.
Shae Wilson
Executive ResponseCustomer Answer
Date: 07/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23517734, and find that this resolution is satisfactory to me.
Sincerely,
Qui RichardsonInitial Complaint
Date:06/25/2025
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 6/23/25 during the process of switching cell phone provider from T-Mobile to Consumer Cellular, T-Mobile locked my phone and I am unable to complete the transfer of service. My wife's phone switched over with no issues, but T-Mobile locked my phone and said it could be up to four days before they unlock it. The phone has been paid off for two years and there is no valid reason for it to be locked. T-Mobile's ***************** mostly consisting of overseas employees, is no help. I want T-Mobile to unlock my phone immediately so that I am able to complete the transfer of service over to Consumer Cellular.Customer Answer
Date: 07/07/2025
My complaint concerning T-Mobile has been resolved, though it took three days for them to unblock my phone, and in the process, from faulty directions on their part, I lost all my phone contacts, so am currently trying to put them back in one by one. T-Mobile never should have had my phone blocked once it was paid off. They made it extremely difficult to unblock my phone. It did not have to be that difficult. They blocked it, they can unblock it.
Thank you for your attention in this matter.Initial Complaint
Date:06/25/2025
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 5/2/25, I purchased a new phone and plan with Mint Mobile and ported my number from my then-current T-Mobile plan. Since my number was the primary line, porting it out would have terminated all lines, so I did this to allow others time to get new plans. I paid off the T-Mobile account in full and called on 5/3/25 to schedule termination effective 5/21/25, the end of the billing cycle. During that call, I confirmed multiple times that all lines would be disconnected on 5/21 and no further billing would occur. On 5/22, I called my former number and confirmed it had been disconnected. However, on 5/23, I received a bill for approximately $36. I discovered that one line remained active, even though all linesincluding the primaryhad been ported or disconnected per plan. I called T-Mobile on 5/24 to dispute the charge. I provided my name, account number, PIN, and password, but the *** said they couldnt "validate" the account because a verification code had to be sent to the now-deactivated primary number. I was told Id receive a call from the security team and an email to upload my ID. Neither ever arrived. The only alternative offered was to visit a store in person. I work two jobs, six days a week, and Im a full-time student, so thats not feasible. On 6/23, I received another billthis time for $137.51despite not reactivating service or authorizing further charges. I am requesting: 1) Immediate disconnection of the remaining line. 2) Waiver of all charges billed after 5/21/25 (totaling $137.51), including any fees. 3) Written confirmation that the account is fully closed and no further charges will accrue.Business Response
Date: 06/27/2025
June 27, 2025
FILED ELECTRONICALLY
Better Business Bureau
12639 W Explorer Dr, Ste 200
Boise, ID 83713
Re: Your File Number: 23517261
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 line cancelation requests, and bill balances.
Upon a thorough investigation, our records confirmed our customer had five voice lines associated with their account. In May of 2025, our customer contacted our Customer Care and informed us of their intention to cancel their account by porting out their voice lines to another carrier. Furthermore, our customer requested that our Customer Care schedule a manual cancelation for any remaining voice lines that were not ported out to another carrier’s network by the end of their current billing period. However, due to an inadvertent error, one voice line remained active on the account and continued to bill. Subsequently, our customer received a billing statement for the May of 2025, and June of 2025, billing cycles.
Our office contacted our customer on June 27, 2025, regarding the above findings. To amicably resolve this matter, the remaining voice line was canceled immediately. Additionally, a credit was applied to our customer’s account, which updated the balance to zero.
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.
Michael Romero
Executive ResponseCustomer Answer
Date: 06/27/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23517261, and I appreciate T-Mobile’s acknowledgment of the error regarding the remaining active line. I am satisfied with the resolution provided, including the cancellation of the line and the credit that brought my account balance to zero.
At this time, I consider the matter resolved and have no further questions. Thank you again for addressing this issue and for your assistance.
Sincerely,
Christopher GentryInitial Complaint
Date:06/25/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I switched phone carriers from TMobile to ATT back in November of 2024. On 6/22/2025 I noticed that I was still receiving charges from TMobile for $60/month. I called TMobile where they fought me over the phone to provide a code that I had never created. After 45 minutes, they finally chose to elevate my call to a higher level. I was contacted by their verification department which required me to scan the front and back of my drivers license as well as take a selfie. Once verified they transferred me to a customer service agent who confirmed that my devices had been transferred in NOV 2024 but the iPad line was never cancelled. TMobile restricted access to my account to where I was unable to access my account, they never sent me a billing statement advising me they were charging me, they never contacted me, they fought be for almost an hour stating I needed to provided a code for authentication that I never created. T-Mobile is engaging in deceptive business practices and taking advantage of consumers. The customer service agent at the end offered to refund 2/6 months worth of charges and the other 4 months would be under investigation. I refused and said to put me on the phone with someone who will refund all 6 months that were illegally charged to my autopay.Business Response
Date: 07/04/2025
July 4, 2025
FILED ELECTRONICALLY
Better Business Bureau
12639 W Explorer Dr, Ste 200
Boise, ID 83713
Re:Your File Number: 23503190
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 their AutoPay payment method continuing to be charged after porting out their lines.
Our customer ported their voice lines to their new carrier, however, their tablet line remained active. T-Mobile found no record of a request to cancel the tablet line, therefore, their account was charged accordingly. As our customer was enrolled in AutoPay, payments were automatically drafted from the payment method on file.
Please be advised, T-Mobile takes account security seriously. If a customer is unable to verify their PIN/Passcode, and they are unable to receive a one-time PIN/Passcode, they must visit a T-Mobile retail location with a government-issued ID to verify their account before access can be granted. If a customer is unable to visit a retail location, they can work with T-Mobile’s verification team, to complete an alternate method of verification.
On June 27, 2025, our office contacted our customer and discussed their concerns. We advised our customer of our findings and reached an amicable resolution with our customer. T-Mobile regrets any inconvenience this matter 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.
Brittany Schiska
Executive ResponseCustomer Answer
Date: 07/05/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23503190, and find that this resolution is satisfactory to me.I have been refunded the money charged to me over this period of time.
It is worth noting that there was not a PIN provided to me, nor did I have one established, for the account on file. The only combinations that would have worked, I tried. The customer service department did not lead me to the “account verification” team. I had to argue and fight over the phone for it. They were exceptionally resistant to this and not at all assisting with people who cannot make it to a T-Mobile location.
Sincerely,
Benjamin AndrewsInitial Complaint
Date:06/25/2025
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.
Good afternoon I would personally file a complaint on T-Mobile my phone was recently spoofed after my investigation T-Mobile had no clue. This was 2 weeks ago I followed up today because the calls have increased I requested compensation for the total inconvenience and distressed this has caused me. This technician decided to mention to me in order for me to get a *************************************************************************** good favor because my payment is 23 days over due. Are you kidding me then T-Mobile is the most unethical, distasteful, disgrace phone company I have ever dealt with. So forget the fact that the *** takes spoofing very seriously and that this is a crime.Business Response
Date: 07/01/2025
July 1, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 23497021
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 Caller ID spoofing.
After a thorough review it is our position that our customer is the victim of Caller ID spoofing. Caller ID spoofing is the practice of causing the telephone network to display a number on the recipients Caller ID display which is not that of the actual originating station. The term is commonly used to describe situations in which the motivation is considered nefarious by the speaker. Just as email spoofing can make it appear that a message came from any email address the sender chooses, Caller ID spoofing can make a call appear to have come from any phone number the caller wishes. Our customer may learn more and file a complaint online at ************************************************.
T-Mobile contacted our customer on July 1, 2025, and addressed their concerns. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
T-MOBILE USA, INC.
**** *******
Executive ResponseInitial Complaint
Date:06/25/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered an iPhone 16 pink on February 25 2025, I returned it via *** on February 27 2025 without opening it leaving it in brand new condition. This was accepted as a buyers remorse return and *** delivered the item march 4 2025. But they never scanned it in. After months of calling in to see what the issue was they let me know theyd escalate this and get this resolved within 5 business days, after 10 phone calls over the course of 4 months I was told today that they simply never scanned it in and Ill be charged $34.59 for two years. This is unacceptable as now they have me trapped as a client having to pay for a phone that I do not have and never used. And I am unable to leave them as I would then need to pay $3000 for devices as I am unable to return anything to them.Business Response
Date: 07/04/2025
July 4, 2025
FILED ELECTRONICALLY
Better Business Bureau
12639 W Explorer Dr, Ste 200
Boise, ID 83713
Re: Your File Number: 23516344
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 to this matter. In reviewing this matter, the customer’s concerns are pertaining returned equipment.
After thorough review, in February of 2025, our customer purchased a handset using our Equipment Installment Plan (EIP). Furthermore, the customer returned the handset within the return period. T-Mobile found that while a return package was received in March of 2025; however, due to an inadvertent error, the equipment was not recorded as received in our warehouse. As such, our customer was billed monthly for the equipment.
T-Mobile contacted the customer on June 26, 2025, and addressed their concerns. T-Mobile was able to reach an amicable resolution with our customer. Additionally, we provided the customer with our contact information should they have any further concerns regarding their 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.
Jaime Ryan
Executive ResponseCustomer Answer
Date: 07/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23516344, and find that this resolution is satisfactory to me.
Sincerely,
Isaac Salinas
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