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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

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    Customer Complaints Summary

    • 27,406 total complaints in the last 3 years.
    • 8,027 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.

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    Complaint status

    Complaint type

    • 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

    • Initial Complaint

      Date:06/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am receiving a monthly auto-draft from my account of $12 although I transferred my phone number to another cell phone company. No one from T-Mobile will tell me what these charges are from or why they have occurred; I have tried to call & used the chat feature. No one can answer my question.

      Business Response

      Date: 07/02/2025

      July 2, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File Number: 23507255

      To Whom It May Concern:

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

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

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

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

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

      Thank you for bringing this matter to our attention.

      Very truly yours,

      T-MOBILE ********


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

    • Initial Complaint

      Date:06/23/2025

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

      Business Response

      Date: 07/03/2025

       

      July 3, 2025

      FILED ELECTRONICALLY

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

      Re:Your File Number: 23506648

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

      T-Mobile regrets any concerns our customer may have experienced regarding their account, and we appreciate the opportunity to respond.  In reviewing this matter, we have determined the customers concerns are pertaining to a non-return fee. 

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

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

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

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

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

      Thank you for bringing this matter to our attention.

      Very truly yours,
       
      T-MOBILE USA, INC.


      ******* Sanchez 
      Executive Response

    • Initial Complaint

      Date:06/23/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On or about April the 15th I called to cancel my service with T-Mobile and they told me that would be fine. And they said I missed the service ending by 2 days. And then the next thing I know I was receiving a bill for may. For the whole total month instead of just charging me for 2 days. I really don't believe I need a bill. I should get a bill at all. The total is 62.0 3. They're charging me $7 for late fee. Because I did not pay them. And I've called trying to get this resolved and the representative that I talked to when I called to cancel my service never once told me that I was going to be charged.The second representative that I called after receiving a bill.He apologized for that employee, not knowing the correct thing to tell me.And he said that he would check and have it turned in, so they would know from now on.But that's not good enough to reprimand your employee.What about me getting charged for that complete service

      Business Response

      Date: 07/04/2025


      July 4, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File Number: 23505973

      To Whom It May Concern:

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

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

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

      Please be assured that T-Mobile strives to provide world-class service to all our customers on each contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any ********************** employee failed in any way to display that during our customers recent contact with *********************** Customer Care.

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

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

      Thank you for bringing this matter to our attention.

      Very truly yours,

      T-MOBILE USA, INC.

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

    • Initial Complaint

      Date:06/23/2025

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

      Business Response

      Date: 07/03/2025

      July 3, 2025

      FILED
      ELECTRONICALLY

      Better Business Bureau
      12639 W Explorer Dr, Ste 200
      Boise, ID 83713

      Re:      Your File Number: 23506353

      To Whom It May
      Concern:

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

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

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

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

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

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

      Furthermore, we
      provided them with our contact information should they have any additional
      questions regarding this matter. 

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

      Thank you for
      bringing this matter to our attention.

      Very truly yours,

      T-MOBILE USA,
      INC.


      Jess Lopez
      Executive Response

      Customer Answer

      Date: 07/03/2025

       

      Better Business Bureau:



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




      Sincerely,



      Richard Street Jr.

    • Initial Complaint

      Date:06/23/2025

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

      Business Response

      Date: 06/30/2025


      June 30, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File No. ********

      To Whom It May Concern:

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

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

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

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

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

      Thank you for bringing this matter to our attention.


      Very truly yours,

      METRO BY T-MOBILE

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

    • Initial Complaint

      Date:06/23/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      From day1 T-Mobile lied fraudulent information an lack of support or resolving the issues since day one Ive not had the service thats advertised false advertisement etc Ive asked for this issue to be escalated since march of towers out etc dropped calls an repeating myself

      Business Response

      Date: 07/01/2025

       

      July 1, 2025

      FILED ELECTRONICALLY

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

      Re:Your File Number: 23505618

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

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

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

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

      T-Mobile contacted the customer on July 1, 2025, and addressed their concerns and advised expected coverage at their home location.  Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.  

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

      Thank you for bringing this matter to our attention.

      Very truly yours,
       
      T-MOBILE USA, INC.


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

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

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