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

    • 27,451 total complaints in the last 3 years.
    • 8,058 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:Order 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.
      T-Mobile has kept taking money from me for devices that were already paid for. When I finally switched, they still had the audacity to send me a bill for a remaining balance.

      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: 23508979

      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 their final equipment charges. 

      Our customer qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of a new device. At the time of purchase, our customer agreed to pay for the device balance via 24 monthly installments. It is important to note that at the time of our customer’s account cancellation, their 24th and final installment had been billed on the prior month.  Thereafter, there were no EIP charges assessed.

      After further review of our customer’s account, the final billing statement received by our customer reflected prorated charges for services used prior to cancellation of the account. 

      On June 25, 2025, our office spoke with our customer regarding this matter and advised them of the above 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.


      Charly Montano
      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 23508979, and find that this resolution is satisfactory to me.




      Sincerely,



      Cynthia Davalos

    • 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.
      My wife who is the account holder and I were told that our final bill after deactivating our lines with T-Mobile was going to be ******. Although that balance has yet to be paid we have now received a bill for ******. We have been misinformed about our charges for years now with T-Mobile and we are looking to have this issue rectified immediately.

      Business Response

      Date: 07/10/2025

      July 10, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File Number: 23508912

      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.  Please be advised that the account holder of record has designated the complainant as an authorized user on the account.

      ********************** 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 concerns are pertaining to their final bill.

      After a thorough review T-Mobile records indicate our customer activated service with three voice lines,and a wearable line.  Additionally, in October 2023 the customer elected to take advantage of our Equipment Installment Plan (***) with the purchase of an Apple iPhone 14 handset, to which they agreed to a series of 24 monthly installments. Please note that if a customer has an open *** and the account is canceled, any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement.  This information is disclosed within the *** agreement provided at the time of purchase.

      T-Mobile records confirm our customer canceled their account when they ported their mobile number to another service provider in April 2025.  Pursuant to T-Mobile policy, customers are responsible for all charges through the end of their service term. Our customers final billing statement included prorated charges, credits for their rate plan and features, an accelerated *** charge, a and a late fee. 

      On July 7, 2025, our office contacted our customer and addressed their concerns.  We advised that after careful review it is our position their account has been billed correctly with no T-Mobile billing errors. We regret any inconvenience our customer experienced.  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: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.
      The account was closed with T-Mobile US on 2/14/2025 and a payment was made for the amount of $180.44 which i was advised was the total amount required to close the account, and no other balances would due. T-Mobile US then generated a bill 3 days after the account was closed on 02/17/2025 in the amount of $125.59, they then proceeded to add a $7.00 dollar late charge every month after that. I called T-Mobile on 06/23/2025 and spoke to a representative by the name of Jerun who informed me that the total due at the end of my bill on 02/14/2025 was $493.39. I had previously made payments in the amounts of $156.47 paid on 01/20/2025, $156.48 paid on 01/30/2025 and $180.44 paid on 02/14/2025. These payments total $493.39 which was the total required to close the account. ********************** representatives lied about the amount owed and lied about the amounts due at the time of closure. I don't believe I am responsible to pay this amount and request that T-Mobile waive or delete this payment/debt. I was threatened with collections if this was not resolved.

      Business Response

      Date: 07/03/2025

       

      July 3, 2025

      FILED ELECTRONICALLY

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

      Re:Your File Number: 23508847

      To Whom It May Concern:
       
      T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 24, 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 customers concerns are pertaining to charges after they cancelled the account. 

      After a thorough review T-Mobile confirmed that the account was charged for prorated charges due to mid-cycle changes.  Our review found the account was cancelled in February of 2025, after our customer ported their lines to another service provider.  As such, it is T-Mobiles position that the account was billed accurately.

      T-Mobile contacted the customer on June 26, 2025, to address their concerns and discuss the aforementioned information and were able to reach an amicable resolution.  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,
       
      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.
      1. On May 15, 2025, calling to ***, I changed the rate from 60 to 50 in my T-Mobile internet home services *************). 2. Since then, the service has failed (loading, loading...) I have had to disconnect the modem.

      Business Response

      Date: 07/10/2025

      July 10, 2025

      FILED ELECTRONICALLY

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

                  Re:      Your File No. 23508132

      To Whom It May Concern:

      T-Mobile USA, Inc.("T-Mobile") receives your correspondence dated June 23, 2025,regarding the account listed above. 

      T-Mobile regrets any concerns our customer may have regarding their account and appreciates the opportunity to respond. Upon reviewing this matter, it was determined that the customersconcerns are related to their T-Mobile Home Internet service.

      After a thorough review of our records, T-Mobile confirmed that the customer had not previously reported any concerns with the T-Mobile ********************** and it was verified that they have had consistent usage of the service.

      Please be assured that T-Mobile is continuously working to improve its coverage and regrets any service issues the customer may have experienced. Unfortunately, T-Mobile cannot guarantee specific data speeds at any given location. There are numerous factors that can affect a customers experience, making it impossible to predict exact speeds. Data speeds may vary depending on the devices operating system, processor, battery life, running applications, theoretical maximum speeds, and distance from the cell site. Additionally, customers may experience different results depending on their location and the number of users on the network at any given time

      During our conversations with the customer on July 9, 2025, and July 10, 2025, we discussed this information.We informed them that a case had been opened with our Technical Support Team to further investigate their concerns, and the investigation remains ongoing.Various factors are being considered that may be affecting the quality of the service, including potential fluctuations in network conditions. We will remain in contact with the customer to follow up and will share the results of this process with them as soon as they are available. T-Mobile regrets any inconvenience.

      Based on the foregoing, we respectfully request that 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

      Customer Answer

      Date: 07/12/2025

       
      Better Business Bureau:

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

      Sincerely,

      *** ****** ******* ********

    • 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.
      We switched to ******* in Dec 2024. We canceled all our lines and transferred them over, and we called T-Mobile multiple times to confirm. The only thing left to pay was a phone balance of around $600, which they said theyd charge to our account and close everything we agreed. Months later, we noticed T-Mobile was still charging us over $120 a month, totaling more than $1,100. We called to find out why. First, they told us to go to a store and get a PIN. We did. Then they said the PIN wasnt enough we had to go back and verify with ID. We did that too. Then a *** told us we had an active line a number weve never used or even seen before. I asked why thered be a line we never requested or activated. She said shed dispute it and call back in 48 hours. She did just to ask if we were sure we wanted to cancel, and warned that if we did, theyd charge us $600 for the phone (which we already paid over with $1,100 in fake charges). I told her we should be refunded, not charged again. She hung up. We called again and reached someone new, who told us to go verify in-store again, even though the last *** said we wouldnt need to. They didnt care and hung up too. Weve been calling every day trying to reach a manager, but every time we ask, they hang up. They just hung up again while Im writing this. This isnt business its extortion. This needs to be resolved or will we will take further actions and *** t mobile for this fraudulent charges. we have tried multiple times to get this resolved with them with no luck. we wait 30 min on hold and as soon as they have to transfer to manager they just hang up the phone on us. we have wasted days trying to resolve this and the stores cant help us either since they say its something we have to do over the phone. this is unacceptable and needs to be resolved asap!

      Business Response

      Date: 07/03/2025

      July 3, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File Number: 23507731

      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 to this matter.  In reviewing this matter, the customers concerns are pertaining billed charges to their credit card and a device that should have been billed to their final billing statement.

      Our review found the customer cancelled multiple lines of service by porting the mobile numbers to another service provider.  However, one line of service remained active on the account. Therefore, ********************** confirmed that the account has been billed accurately, and the account charges are reflective in the monthly recurring cost of service.  

      T-Mobile contacted the customer on June 25, 2025, and reached an amicable resolution.  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,

      T-MOBILE ********

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

    • Initial Complaint

      Date:06/23/2025

      Type:Product 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.
      Dear BBB,I am filing a complaint against T-Mobile USA, Inc. regarding a mishandled trade-in device and ongoing charges for a phone that I no longer ******* November 2024, I participated in T-Mobiles trade-in offer to upgrade from an iPhone 15 to an iPhone 16, intended as a birthday gift for my mother. The agreed trade-in credit was $450. I shipped the device following *********************** instructions.After they received the phone, T-Mobile claimed it was damaged, which was not the case when I sent it. As a result, they informed me that the trade-in value would be reduced to $250. I declined the reduced offer and requested that my phone be returned.T-Mobile confirmed via email that they would return the phone and provided tracking information. However, since January 2025, I have not received the phone and have made repeated attempts to contact T-Mobile to locate and return the devicewith no ************* make matters worse, I am still being charged monthly for the phone that they have in their possession. This is not only unacceptable, but also unethical business practice. I am not requesting a credit. I simply want my original device returned as agreed.I am requesting the BBBs assistance in:Getting T-Mobile to locate and return my original iPhone 15.Stopping the continued billing for a phone I do not have.Holding T-Mobile accountable for poor customer service and failure to follow through on their own return confirmation.Thank you for your time and attention to this matter

      Business Response

      Date: 07/01/2025

       
      July 1, 2025

      FILED ELECTRONICALLY

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

      Re:Your File Number: 23507691

      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 device trade-in.

      T-Mobile has confirmed that in December 2024, our customer completed a purchase of a new handset, at which time they traded in an Apple iPhone handset.  It should be noted that customers are provided with 30 days to return the trade in, otherwise the fair market value may be reassessed at the time the handset is received.  Our records confirm the trade-in device was received in January 2025.  Upon inspection of the handset, it was determined to have sustained physical damage, and as such, the trade-in credit amount offered was reduced.  Our customer declined the updated offer, and requested the return of their traded in handset.  

      Please note, at the time of their December 2024 handset purchase and trade-in, our customer agreed to terms which included statements such as You are giving up full ownership rights to the Handset, the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law), and finally, By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions.  Therefore, we are unable to return their traded in handset.

      T-Mobile contacted our customer on June 26, 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.

      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:Customer Service 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.
      Date :June ******* Issue :Internet issue (Box Exchange )Went into the store on Sunday at about 3:30pm because the box that was given to my Dad was not set up correctly therefore we had to return the box because the box was not set up correctly in the system .And the **************** rep ** ends in 440 he was very upset because he d** not want to be told that he d** not process the internet service correctly. He d** even respond to me or my Dad we had to walk over to get assistance.This young man was very disrespectful and unprofessional .

      Business Response

      Date: 07/04/2025



      July 4, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File Number: 23504300

      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 in-store visit.

      After reviewing the correspondence from your office,T-Mobile is unable to locate an account using the information provided.  As we are unable to locate a current or formerly active account for the customer, we are unable to provide further details at this time.  

      If the customer wishes to provide their account information listed below to help us locate the account, of course we will review the information and respond to the dispute should we locate an account:   

      Primary Account Holder name and address (the person who is contractually responsible for the Account) 
      Complete 9-digit Account Number (if possible) 
      Primary Account Holder ******************************* number 
      Wireless number that is the subject of the Dispute 
      Account Brand Type that is the subject of the DisputeT-Mobile, Sprint, Metro, and/or Assurance Wireless. 

      Please note that if the customer is not the Primary Account Holder or a listed Authorized User, we cannot provide or disclose account information, which includes the name of the Primary Account Holder or any other identifying information.  As such, the customer must be the Primary Account Holder or Authorized User for us to provide detail in response to their dispute.

      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.
      After wiping my phone and losing access to my T-Mobile account, I visited a ********************** retail store and asked them to close and permanently delete the account. They told me it would take a long time to recover access, and I said I wasnt willing to wait and wanted the account closed instead. I was told it had been taken care of.I moved to ********** after and assumed that was the end of it.Then, on May 5, 2025, I was charged $60 by T-Mobile. That charge is what brought me back to the store a second time, where I explained again that I had already canceled the account weeks earlier. Once again, they told me it was now resolved and that the account would be deleted.Despite that, I am now receiving debt collection notices for further charges on this same accountan account I never used again and explicitly told them to close twice. I never authorized any service or billing after my original cancellation request. T-Mobile ignored my requests, continued charging me, and is now trying to collect money I do not owe.This is a billing and service dispute. I terminated my account in person, was charged afterward anyway, went back to resolve it, and was told it was fixed. Then they sent the account to collections. I believe this is either gross negligence or deliberate fraud.They verbally assured me in persontwicethat the account was closed. But they kept billing me, and now Im being pursued by debt collectors. Ive received no actual resolution, no written confirmation, and no refund.

      Business Response

      Date: 07/08/2025

      July 8, 2025

      FILED ELECTRONICALLY

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

      Re:Your File Number: 23501264

      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.  Please be advised we have made multiple attempts to reach the Customer.  Which has been proven unsuccessful.  As such, T-Mobile will make every effort to address the customer's concerns within this letter. 

      T-Mobile regrets any concerns the customer may have regarding the cancelation process and account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining their account cancelation and account billing. 

      After reviewing account our records reflect in April 2025, that the customer visited a retail location attempting to request a temporary port-out PIN and to request a SIM block feature to be removed from the line of service.  Our records do not reflect that the customer contacted ************* to request the cancelation of the account.  As such, the account continued billing in accordance with the rate plan the customer was subscribed to.  In May 2025, the customer returned to the retail location, at which time AutoPay was removed from the account.  After the account change was processed, a payment was submitted but was subsequently returned.  This return payment resulted in a past due balance on the account which was due immediately.  In addition, a returned payment fee was assessed.

      In June of 2025 the account was cancelled for non-payment of the account balance.  T-Mobile has confirmed that the customer has been billed in accordance with what they subscribed to and therefore it is our position that the balance remains valid and owed.  It should be noted, As the account previously remained unpaid, it may have been referred to a third-party agency for pre-collection attempts.  Although these agencies are third-party debt collectors, in this capacity as a pre-collection agency, they have not yet reported this delinquency to any credit bureau.  Therefore, there should not be any negative information in the customers credit file pertaining to the above-referenced account as of the date of this correspondence.  

      T-Mobile would like the opportunity to speak with the customer to work together towards an amicable resolution.  As such, we have provided them with our contact information should they wish to further discuss 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.


      ****** Roach 
      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.
      Hi. I cancelled my T-Mobile internet service to upgrade to T-Mobile package of internet and three phone lines. I have been waiting on my refund of $38.50 since then. When I called on 5/29/25, ***** told me I need the PIN number for the cancelled account. I dont have or know that PIN number. She told I would have to go to a T-Mobile store to have them verify me. Which I believe I shouldnt have to do that if they had just sent me check within the ***** business days like they said. Any assistance will be greatly appreciated. Thanks and take care.

      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: 23507389

      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 the account, and we appreciate the opportunity to respond.  In reviewing this matter, we have determined the customer’s concerns are regarding a refund of the credit balance following the cancellation of the account.

      After a thorough review, T-Mobile records confirm that the customer canceled their account in May of 2024, after a payment was remitted.  Pursuant to T-Mobile policy, if an account is canceled for over 30 days after final bill with no payment or charge activity, any eligible credit balance reflected on the account may automatically refunded via a prepaid Mastercard via U.S. Mail to the billing address of record.  Our records indicate that although the final balance had settled, the refund was not automatically processed.  

      T-Mobile takes account security seriously and is committed to enhancing the protection of our customers' accounts. As part of this commitment, beginning March 4, 2025, T-Mobile implemented Two-Factor Authentication (2FA) for postpaid account verification. This security measure requires customers to verify their identity using two distinct factors, which may include the account PIN/passcode and a one-time PIN sent to their device. If a customer is unable to receive the one-time PIN, they must visit a T-Mobile retail location with a government-issued ID to verify their account before access can be granted.

      T-Mobile contacted the customer on July 1, 2025, and addressed their concerns.  T-Mobile was able to reach an amicable resolution with our customer.  Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.  

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

      Thank you for bringing this matter to our attention.

      Very truly yours,
       
      T-MOBILE USA, INC.


      Cheri Johnson 
      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 23507389, and find that this resolution is satisfactory to me. Thank you to Cheri for her help. 



      Sincerely,



      Stephanie Fields

    • 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 opened a T-Mobile account in April 2025. I ordered 4 iphones. I subsequently canceled the account and returned the iphones. I complied with the contract terms by canceling within the 14-day cancelation period. T-Mobile acknowledged I canceled within the stated cancelation period. T-Mobile sent me a refund for the 4-iphones. I received a bill for $138.43. I called on three separate occasions and was told it was an error because I never activated the phones or used T-Mobiles services and canceled within the 14-day cancelation period. However, the bill continued to come in the mail. I called again on 6/23/25 and spoke to Arman in the ***********. I asked him to connect me to a senior manager or a supervisor. He asked me for my social security number to confirm my account. He places me on hold for 20 minutes, returns to the line and disconnects the call. I call again on 6/23/25 and speak to *** in **********. *** indicates to me that they cannot request social security numbers and does not know why ***** asked for my social. *** then proceeds to tell me that I owe the bill because I only returned one phone, then he tells me that I owe for services in November 2024. I challenge his erroneous information and inform him that I returned all 4 phones and received a refund and only expressed interest in T-Mobile in April 2025. *** was stumped and sounded very confused and could not longer do anything more to assist me. *** transferred me to the supervisor *****. At this point, I am exhausted from calling T-Mobile to resolve my issue about this ***** ****. I have been assured it is erroneous.

      Business Response

      Date: 07/02/2025



      July 2, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File Number: 23507275

      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 charges after they cancelled their account.

      ********************** records confirm the customer activated service with four voice lines.  Additionally, the customer entered into an Equipment Instalment Plan agreement with the purchase of an Apple iPhone 14 handset on each line.  Furthermore,records confirm the customer cancelled service within the required time frame and returned each handset to T-Mobile. The customer cancelled service before the billing cycle concluded. 

      It should be noted that, our customers account was billed by a system known as bill current.  This means charges for our customers rate plan was billed in advance of the service being provided and become due within that billing cycle.  Pursuant to T-Mobile policy, customers are responsible for all charges through the end of their service term.  Please note, our office has confirmed there was no usage on the customers account.

      On June 25, 2025, our office contacted the customer to discuss the matter. Our office was able to mutually resolve the customers 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 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.