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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

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    Customer Complaints Summary

    • 27,390 total complaints in the last 3 years.
    • 8,021 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:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      From day1 T-Mobile lied fraudulent information an lack of support or resolving the issues since day one Ive not had the service thats advertised false advertisement etc Ive asked for this issue to be escalated since march of towers out etc dropped calls an repeating myself

      Business Response

      Date: 07/01/2025

       

      July 1, 2025

      FILED ELECTRONICALLY

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

      Re:Your File Number: 23505618

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

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

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

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

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

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

      Thank you for bringing this matter to our attention.

      Very truly yours,
       
      T-MOBILE USA, INC.


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

    • Initial Complaint

      Date:06/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Home internet is not working properly. I paid all my bills the moment I receive their letter . Those arrive at different times of the month. My fico is>800. My *** called multiple times and so did I . The last time today. The Filipino agent was not competent and barely understood English ( *****). 20 minutes wasted was transferred to a ****** who-as I was told- in the tech ***** he was not but wasted another 10 minutes of my time. Then I spoke to a person with an African name and accent. As I was not familiar with that name I asked her to please spell it for me. She did not answer and hanged up. I wasted my work time due to t mobile s incompetent and rude employees. As a shareholder I am disgusted as a customer I am ashamed that a company from my home country of ******* would behave like this. We are looking for a different provider

      Business Response

      Date: 07/03/2025

       

      July 3, 2025

      FILED ELECTRONICALLY

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

      Re: Your File Number: 23505607

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

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

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

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

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

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

      Thank you for bringing this matter to our attention.

      Very truly yours,
       
      T-MOBILE USA, INC.


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

    • Initial Complaint

      Date:06/23/2025

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

      Business Response

      Date: 07/03/2025

      July 3, 2025

      FILED ELECTRONICALLY

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

      Re:
            Your File Number: 23505334

      To Whom It May Concern:

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

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

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

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

      On June 25, 2025, our office
      contacted the customer, addressed their concerns, and was able to come to an
      amicable resolution. Additionally, we provided them our contact information
      should they have any additional questions regarding this matter.

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

      Thank you for bringing this
      matter to our attention.

      Very truly yours,

      T-MOBILE USA, INC.


      Raschel Rosado
      Executive Response

      Customer Answer

      Date: 07/03/2025

       

      Better Business Bureau:



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




      Sincerely,



      Michael Pintar

    • Initial Complaint

      Date:06/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Tmobile installed a temporary international plan on my phone as I was set to travel overseas to ***************. When I arrived to my destination country it turned out my phone did not work and the international coverage did not apply. I was mistakenly told it would work by the ***. I called 4 days in a row to have my phone temporarily unlocked so I can install a digital esim that would work. I kept getting told it would take ***** hours and even had supervisors promise to call and help push this through. I had no way of calling for help or navigating my way if needed. I discovered upon my return home that Tmobile supposedly instituted a new rule of not temporarily unlocking iphones unless they are fully paid off (but only iphones) and this was not communicated to the tech support team. Also, because they made a mistake in telling my prior to my travel their international plan would work in the country I was visiting they should have had the ability to unlock the phone.

      Business Response

      Date: 07/04/2025

      July 4, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File Number: 23505256

      To Whom It May Concern:

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

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

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

      On July 3, 2025, our office spoke with our customer and we were able to come to an amicable resolution regarding this matter.  Furthermore, we provided them with our contact information should they have any additional questions regarding this matter. 

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

      Thank you for bringing this matter to our attention.

      Very truly yours,

      T-MOBILE USA, INC.


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

    • Initial Complaint

      Date:06/23/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was placed on a T-Mobile business account without my knowledge or consent. I do not own a business, and I was never shown what I was agreeing to. And was promised a lower bill or similar bill to what I had previously.I made a payment on June 18 by card as part of a valid payment arrangement. However, per the customer service *** on the phone because I paid more than the EXACT required amount, the system flagged the arrangement as broken and suspended my service anyway.Ive called multiple times and spoken with agents and supervisors, all of whom have said they cannot help, restore service, or provide a case number or do anything to assist. I have no access to my phone, which is my lifeline, and Im medically vulnerable and depend on my phone for my health. Ive done everything I can to resolve this in good ******** requesting:Immediate restoration of my service Full removal of the past due balance caused by the unauthorized business plan Return to a consumer plan T-Mobiles mishandling of my account has put me in a dangerous position. I just want this made right.

      Business Response

      Date: 07/07/2025


      July 7, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File Number: 23501333

      To Whom It May Concern:

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

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

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

      On June 30, 2025,our office spoke with the customer and informed them of the above-mentioned information and were able to reach an amicable resolution.  Furthermore, we provided them with our contact information should they have any additional questions regarding this matter. 

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

      Thank you for bringing this matter to our attention.

      Very truly yours,

      T-MOBILE ********


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

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

      Business Response

      Date: 07/04/2025



      July 4, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File Number: 23497409

      To Whom It May Concern:

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

      T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to a retail store experience while obtaining service.

      Our records reflect the account was activated with three lines that were ported on the same day the account was created.  Two days later,equipment was changed on the handsets and service was fully activated. 

      Please be assured T-Mobile takes allegations of employee misconduct very seriously.  We make every effort to be professional and courteous to our customers.  We apologize if any ********************** employee failed in any way to display that during our customers recent visit to our retail location.

      On July 1, 2025,upon speaking with our customer, we were able to amicably resolve their concerns.  Furthermore, we provided them our contact information should they have any additional questions regarding this matter. 

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

      Thank you for bringing this matter to our attention.

      Very truly yours,

      T-MOBILE ********


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

    • Initial Complaint

      Date:06/23/2025

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

      Business Response

      Date: 07/08/2025

      Tell us why here... 

      July 8, 2025

      FILED ELECTRONICALLY

      Better Business Bureau 
      ****************************
      *****, ID *****

      Re:Your File Number: 23502173

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

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

      T-Mobile records reflect that the customers account included one voice line.  In May of 2025, the customer visited a ********************** retail location and activated two new voice lines and changed their rate plan to the Go5G Business Plus rate plan which is billed at $160.00 for the first two lines and $40.00 for each additional line, with taxes included.  Such activation qualified the customer for our Voice: 3rd Line Discount with New Voice Line (Line Discount ********* promotion, wherein customers could get a free or discounted voice line via monthly bill credits when they add two new voice lines to their existing one line account on a qualifying plan.  Accordingly, one of the newly activated voice lines was enrolled in the promotion, making it free. 

      Additionally, the customer took advantage of an Equipment Installment Plan (***) with the purchase of a new device and accessories.  The customer was not required to remit a down payment; however, they remitted a payment for the applicable taxes on the full retail price of the device and agreed to a series of monthly installments.  The *** associated with the new device was enrolled in our Android: $300.99 off Smartphone with New Voice Line (Smartphone Activate ********* promotion, wherein customers could get up to $300.99 off select devices via monthly RDCs when they purchase on an *** and activate a new voice line on a qualifying rate plan. 

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

      On July 8, 2025, our office contacted the customer to apprise them of our findings.  We explained that the increase in the estimated monthly charges was due to the addition of the newly activated voice lines and the accessories purchased on an ***.  We are pleased to confirm that an amicable resolution was reached with the customer.  Furthermore, we provided them our contact information should they have any additional questions regarding this matter. 

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

      Thank you for bringing this matter to our attention.

      Very truly yours,
       
      T-MOBILE USA, INC.


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

    • Initial Complaint

      Date:06/23/2025

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

      Business Response

      Date: 07/04/2025

      July 4, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File Number: 23498489

      To Whom It May Concern:

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

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

      Our records confirm that the customer contacted ********************** to activate the service. Upon completion of the activation process, the customer agreed to an Equipment Installment Plan (EIP) with the purchase of the new device. Immediately, after agreeing to the ***, the customer contacted ********************** to cancel the agreement. However, after cancelling the ***, the account remained active.

      Further records indicate that the account became suspended, before being cancelled for nonpayment. Upon the cancellation of the account, the customer contacted ********************** and the accounts cancellation was updated to reflect that it was cancelled with no usage.

      Nonetheless, on June 27, 2025, our office contacted the customers and was able to resolve their concerns by applying a credit to offset the remaining balance. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter. 

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

      Thank you for bringing this matter to our attention.

      Very truly yours,

      T-MOBILE ********


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

      Customer Answer

      Date: 07/04/2025

       
      Complaint: 23498489

      I am rejecting this response because:

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

      Sincerely,

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

    • Initial Complaint

      Date:06/23/2025

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

      Business Response

      Date: 07/03/2025

      July 3, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File Number: 23504639

      To Whom It May Concern:

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

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

      After reviewing the account, ********************** confirmed that the current and prior rate plans were priced similarly, and that the customer had not been receiving the AutoPay discount because their payment method did not meet AutoPay discount eligibility requirements.Additionally, only specific lines on the previous plan were eligible for a promotional data usage credit, and most of those lines did not qualify based on actual usage.

      Please note that T-Mobile contacted the customer and resolved their concerns. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter. 

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

      Thank you for bringing this matter to our attention.

      Very truly yours,

      T-MOBILE ********

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

    • Initial Complaint

      Date:06/22/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was talking to an agent about switching to T-Mobile for my cell provider , as I already had their internet. I was promised I would be eligible for two free iPhone 16s. After the port over was initiated he said I would have to pay 200$, but even. Better they would pay off our iPhone 15 pro max from *********** soon as we switched that guy went off and everyone said we werent eligible for any of that. I begged them to stop the port over, they ignored me. Spectrum now locked the phone and is making me pay 631$ to unlock. T-Mobile now says I have to pay it and they will pay me back. They say the only way I can get what was promised is get a higher plan or pay for another phone. My fianc runs a travel plaza so she CAN NOT be without a phone. When spectrum locked our phone and T-Mobile refused to pay it off, tmobiles answer was to put both numbers on my 14promax. I was then forced to go to Best Buy and buy a new 16 for my fiance..now I have the same phone and I lost one we had halfway paid off. I wish I never switched to T-Mobile. You guys gave me 70$ and I gave it back. The last agent tried to give me 400$ I hung up on her. I want what was promised to me. Next compliant is Toto the ***.

      Business Response

      Date: 06/28/2025

       
      June 28, 2025

      FILED ELECTRONICALLY

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

      Re: Your File Number: 23504519

      To Whom It May Concern:
       
      T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 22, 2025, regarding the account referenced in the above-mentioned file number. 

      T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customer’s concerns are pertaining to our Family Freedom program and purchasing new equipment.  Our records indicate the customer contacted Customer Care and activated two voice lines, which they ported in from their previous service provider. 

      Upon a further review, T-Mobile confirmed that our customer was attempting to take advantage of our Family Freedom promotion and was not successful.  The Family Freedom program requires customers to purchase equipment on an Equipment Installment Plan (EIP); however, our records indicate the customer did not purchase a new device on EIP.  T-Mobile’s records also indicate that the customer did not meet the other requirements involving tenure with their previous service provider.

      On June 24, 2025, our office contacted our customer and advised them of the above information.  Our office continues to work with our customer to amicably resolve the matter.  Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.  

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

      Thank you for bringing this matter to our attention. Very truly yours,
       
      T-MOBILE USA, INC.


      Daniel Thornton
      Executive Response

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

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