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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

    • 27,430 total complaints in the last 3 years.
    • 8,049 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:06/22/2025

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

      Business Response

      Date: 07/02/2025

       

      July 2, 2025

      FILED ELECTRONICALLY

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

      Re:Your File Number: 23504316

      To Whom It May Concern:
       
      T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 22, 2025, regarding the account referenced in the above-mentioned file number.  Please be advised, we have made attempts to contact the customer, which have proven unsuccessful.

      At T-Mobile, we take the privacy and security of our customers information extremely seriously.  We understand how concerning it is for a customer to learn that their personal data may be impacted by a data breach.  T-Mobile continuously works to improve our cybersecurity measures and takes prompt action when criminal cyberattacks occur.  In the event of a breach, we immediately launch a thorough investigation with the assistance of leading cybersecurity experts, and we notify affected customers as required by law. Our investigation and response processes comply with all relevant federal and state regulations to help protect customer information.

      If customers believe their information has been compromised, we recommend:

      Reviewing any official communication or mailed letters they may have received from T-Mobile regarding the incident, as these contain the most accurate details about the specific situation.
      Following the instructions provided in those communications to contact our Privacy team if they have further questions.
      Taking additional precautions such as updating passwords, monitoring accounts for unusual activity, and reviewing credit reports through the major credit bureaus.

      Please be advised, T-Mobile is not involved in the settlement administration process related to the August 2021, cyberattack.  The class action plaintiffs counsel has engaged ***** as the settlement administrator, and ***** is responsible for administering the settlement.  Consumers impacted by the cyberattack have been contacted by ***** via text message, email, or letter.  If the customer received notice from *****, then they have been identified as being eligible to participate in the settlement.  The settlement website (********************************************) has detailed information about the options with respect to the settlement including the benefits available  and information on how to submit a claim.  

      Should our customer have any further questions or concerns regarding this matter, they may contact our office directly at the contact information provided in our contact attempts.  We regret any inconvenience to our customer.

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

      Thank you for bringing this matter to our attention.

      Very truly yours,
       
      T-MOBILE USA, INC.


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

    • Initial Complaint

      Date:06/22/2025

      Type:Service or Repair Issues
      Status:
      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.
      Contacted T mobile about terrible home internet signal. I've had it for over 2 years and have made countless complaints. Was told today that I'm outside of their service area and that's why my signal is so weak. They said they aren't sure why I was ever sold the home internet and shouldn't have been. This is unacceptable. I've been paying for 5g home internet for over 2 years and barely getting 4g signal. I was a full refund for the 2 years of service as well as any external antennas or signal boosters they have for free. I've been paying for a product for over 2 years that I'm not receiving.

      Business Response

      Date: 07/09/2025


      July 9, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File Number: 23503861

      To Whom It May Concern:

      T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 27, 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, their concerns pertain to service issues regarding their Home Internet line of service and request to refund the service.  T-Mobile investigated these concerns accordingly.

      Please note the eligibility for Unlimited Home Internet rate plans is determined by both coverage and available capacity at a customer's specific address.  At the our customer activated the service,capacity was available for the Home Internet Plus rate plan,which includes unlimited data.  Additionally,as new customers activate service in a given area, the available capacity for Unlimited Home Internet rate plans may be filled. In such cases, new customers may only be offered a Lite rate plan, which has a data cap, instead of the Unlimited Home Internet rate plans.  Customers who qualify for the Lite rate plan can be added to a waitlist and will be notified if UnlimitedHome Internet rate plans become available at their address in the future.

      In May of 2024, the customer contacted ********************** ************* regarding issues they were experiencing with their Home Internet Gateway device.  Upon completion of applicable troubleshooting, a Warranty Claim was processed for the customer and replacement equipment was ordered for Home Internet Gateway device.  In June of 2025, the customer cancelled their Home Internet line of service.

      T-Mobile contacted the customer on July 8, 2025, and addressed their concerns and resolved this matter with them.  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:06/22/2025

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

      Business Response

      Date: 07/02/2025

       

      July 2, 2025

      FILED ELECTRONICALLY

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

      Re:Your File Number: 23503826

      To Whom It May Concern:
       
      T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 22, 2025, regarding the account referenced in the above-mentioned file number. Please be advised we have made attempts to contact our customer, which have proven unsuccessful.  

      T-Mobile regrets any concerns our customer has regarding their experiences with T-Mobiles current plan offerings and associated pricing, and we appreciate the opportunity to respond to this matter. Our records show the customer was previously a valued ********************** subscriber and has communicated interest in returning to T-Mobile. Additionally, the customer has shared feedback about the available plan options and pricing structure, expressing that recent changes may affect their decision to return.

      T-Mobile continuously reviews and updates our service plans to meet the needs of our customers, adapting to market demands and offering new features and value. While plan pricing and benefits may differ from previous offerings, our current plans are designed to provide competitive value, enhanced features, and network improvements. We also regularly seek feedback from current and former customers to help inform our product development and appreciate hearing from customers who are considering rejoining the T-Mobile family.

      Should our customer wish to discuss their concerns with our office, they may contact us directly using the information provided in our contact attempts. 

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

      Thank you for bringing this matter to our attention.

      Very truly yours,
       
      T-MOBILE USA, INC.


      **** Greene 
      Executive Response

      Customer Answer

      Date: 07/02/2025

       
      Better Business Bureau:

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

      Sincerely,

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

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

      Business Response

      Date: 07/03/2025

       

      July 3, 2025

      FILED ELECTRONICALLY

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

      Re:Your File Number: 23503779

      To Whom It May Concern:
       
      T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 22, 2025, regarding the account referenced in the above-mentioned file number.  Please be advised we have made attempts to contact the customer, which have proven unsuccessful.  

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

      The account was activated in late May of 2025 with three voice lines of service and a T-Mobile Home Internet line of service.  At the time of activation, the customer was provided with SIM cards and a T-Mobile Home Internet Gateway device.  Our customer contacted our ************* team in June of ************************************************************ promotional offers to receive them at no cost.  Please note, at the time of activation, the customer did not qualify to finance equipment through T-Mobile, therefore the customer was not eligible to enroll in any T-Mobile device promotions.  

      Regrettably, in late June of 2025, the customer contacted our ************* and cancelled their account.  At that time, a prepaid return kit was issued to the customer to return the ********************** Home Internet Gateway device.  Our  ************* advised the customer that the recently cancelled account would need to be cancelled for at least 90 days in order to activate a new account and check their eligibility for handset financing.  

      However, upon further review, T-Mobile confirmed the customer has multiple cancelled ********************** accounts that reflect a balance owed, which must be paid in full for them to be eligible for handset financing.  Should the customer have further questions regarding this matter, they may contact our office directly at the contact information provided to them during our contact attempts.  We provided them with our contact information.  

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

      Thank you for bringing this matter to our attention.

      Very truly yours,
       
      T-MOBILE USA, INC.

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

    • Initial Complaint

      Date:06/22/2025

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

      Business Response

      Date: 07/03/2025

      July 3, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File Number: 23503405

      To Whom It May Concern:

      T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 22, 2025,regarding the account referenced in the above-mentioned file number.

      T-Mobile regrets any concerns the customer may have experienced, and we appreciate the opportunity to respond.  After reviewing the correspondence from your office, T-Mobile has determined that their concerns pertain to interference with personal and professional records and a refund request

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

      Regrettably, we were unable to locate an account with the complainants name or phone number. In addition, the complainant requested no communication from T-Mobile.  If the complainant wishes to offer further details, we invite them to contact our ************* team at **************.

      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

       
      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.

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


      Sincerely,

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

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

      Business Response

      Date: 06/25/2025

       

      June 25, 2025

      FILED ELECTRONICALLY

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

      Re:Your File Number: 23503386

      To Whom It May Concern:
       
      T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 22, 2025, regarding the account referenced in the above-mentioned file number. Please be advised we have made attempts to contact the customer, which have proven unsuccessful.  As such, T-Mobile will make every effort to address their concerns within this letter.

      T-Mobile regrets any concerns the customer may have regarding their account, and we appreciate the opportunity to address this matter.

      Upon review, the customers concerns relate to billing. The account was activated on May 31, 2025, with one voice line subscribed to the Essentials Saver rate plan at $55.00 per month plus applicable taxes and fees. At the time of activation, the account was enrolled in *******, which is a free feature that automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.  

      The billing statement dated May 31, 2025, reflected a balance of $59.92 for the service period from June 1, 2025, to June 30, 2025, with payment due by June 22, 2025. On June 20, 2025, a payment of $59.92 was successfully processed through *******, bringing the balance to zero. However, on June 22, 2025, a refund was issued at the customers request, resulting in a new balance of $59.92.

      Further review confirmed that the customer contacted ************* on the activation date to complete a number transfer from another service provider to T-Mobile. However, as the device was network-locked to the previous carrier, the customer was advised to contact that provider to request a Mobile Device Unlock in order to use the device with the ********************** network. During the conversation, the customer indicated their desire to cancel the account; however, the call was disconnected before the necessary disclosures could be reviewed, and therefore the cancellation could not be finalized. Additionally, the account review confirmed that the services remained unused.

      Based on the above, the account was scheduled for cancellation on June 30, 2025, and a credit was applied to bring the balance to zero. Furthermore, we provided the customer with our contact information should they have any additional questions regarding this matter.

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

      Thank you for bringing this matter to our attention.

      Very truly yours,
       
      T-MOBILE USA, INC.


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

      Customer Answer

      Date: 06/25/2025

       
      Complaint: 23503386

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

      Sincerely,

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

    • 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.
      On or around May 24 2025 10am EST I contacted T-Mobile because I had seen an advertisement. I wanted to consider leaving *******. The **** *****, via some chat feature that engaged my phones messaging app, told me if I switched that day, I could get $200 per phone line AND all my phone device payments through ******* paid off up to $800 per line. I confirmed with him that I would receive BOTH promotions. He acknowledged I was correct and repeated again that I would receive both offers. Once more, at the end of the conversation, he repeated all we had done. In a portion of his message labeled promotions, he again listed both promotions as what I was receiving.

      Business Response

      Date: 07/02/2025


      July 2, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File Number: 23503334

      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 customers concerns are pertaining to promotions offered at the time of activation.

      Upon a thorough review of the account records, we determined that the customer ported-in three voice lines and submitted for the Switch ********: Voice: $200 T-Mobile with New Voice Port-in on Any Plan promotion for each line mentioned above, and the submissions are currently pending approval.  Please note, the promotion above is not eligible to be combined with the Keep and Switch promotion, which is designed to pay off devices brought from another carrier.  We are unable to substantiate that the customer has submitted for the Keep and Switch promotion.     

      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 the recent customer contact with our ************* Team.

      On July 2, 2025, our office corresponded with the customer and we are currently working with them toward a resolution. We have also provided the customer with our contact details should they have further questions.

      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: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.
      I am writing to formally file a complaint regarding deceptive and unfair business practices I experienced with T-Mobile during a recent transition from a business account to a personal account.Summary of the Incident:I had a business account with ********************** and was advised by a representative that I would need to switch to a personal account in order to port my number to a new carrier. During this call, I explicitly requested to be placed on the lowest-cost plan available, as I was still deciding whether to stay with T-Mobile based on potential deals or promotions.However, the representative knowingly placed me on the highest-cost plan, despite my repeated requests for the lowest plan. I believe this may have been done for commission purposes, which is unethical and misleading.Within 24 hours, I ported my number to a new carrier after determining that T-Mobile had no competitive offers for existing customers. Despite this extremely short period of service, I was charged a full months bill without any prior notificationno email, no text, and no mail regarding the charge.When I contacted customer service to dispute the charge, I was told there was nothing that could be done, and I would need to wait until the following billing cycle for the system to reflect the credit before they could issue a refund. This is unacceptable, especially considering I never authorized the higher plan, and did not even use a full day of service.---Key Issues:I was placed on a plan I did not request or approve.I received no notification before a full monthly charge was deducted from my account.I was told I must wait a full billing cycle to receive a refund for services not rendered.I believe these actions constitute deceptive business practices and unauthorized billing, and I respectfully request an investigation into this matter. I also seek assistance in ensuring that I receive a full and immediate refund for the improper charges.

      Business Response

      Date: 07/02/2025

       

      July 2, 2025

      FILED ELECTRONICALLY

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

      Re:Your File Number: 23503238

      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 customers concerns are pertaining to their billing for one day of service.

      After a thorough review, T-Mobile confirmed that our customer activated service and was not placed on the rate plan discussed at the time of activation due to an inadvertent error.  Unfortunately, the customer later cancelled their service.  Please be advised, customers who cancel service mid-billing cycle are charged through the end of their billing cycle.

      T-Mobile contacted the customer on June 26, 2025, and provided them with an amicable resolution. 
      Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.  

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

      Thank you for bringing this matter to our attention.

      Very truly yours,
       
      T-MOBILE USA, INC.


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

    • Initial Complaint

      Date:06/22/2025

      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.
      I am filing this complaint against T-Mobile *** regarding my suspended personal wireless account. I am a ********************** employee, who is as a Business Account Executive currently on maternity leave followed by medical leave. My personal T-Mobile service was suspended due to a past-due balance of $356.The reason for this balance is directly tied to my recent maternity/medical leave. I was on approved maternity leave but had to unexpectedly extend my leave due to postpartum medical complications. As a result, I have been without income for more than 30 days while my leave extension case is still being processed by the T-Mobile leave department and awaiting approval. I am currently awaiting retroactive pay, which I expect to receive within the next two weeks. Once that payment is processed, I am fully able and committed to paying my past due account balance and also catch up on my current bill.I am scheduled to return to work on 6-24-2025 and need my personal T-Mobile line restored immediately in order to fulfill my work responsibilities, which include making client calls. I have contacted T-Mobile ************* and spoken to a supervisor, but I was told that because I am more than 30 days past due, the system prevents them from making any payment arrangements or restoring my service. I have also submitted a hardship request to T-Mobiles Executive Response Team requesting temporary service restoration while I wait for my retroactive pay to be issued.This is a temporary financial hardship entirely caused by my protected medical leave and outside of my control. I am respectfully requesting that T-Mobile temporarily restore my service as a one-time hardship exception, allowing me to continue my job duties and care for my newborn child while I wait for my delayed leave pay to process. As well as to ensure my job performance is not negatively impacted due to circumstances outside of my control.Thank you for your assistance in helping to resolve this matter.

      Business Response

      Date: 07/03/2025

      July 3, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File Number: 23503069

      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 customers concerns are pertaining to payment arrangement options.

      Our review found that our customer has maintained a rolling past due balance and recently set up a two-part payment arrangement. Accounts with overdue balances of more than 30 days are not eligible for payment arrangements and any balance that is 31 or more days past due must be paid in full prior to setting up an arrangement. It is important to note that once a payment arrangement is set, it cannot be altered or removed. Please note if a customer defaults on a payment arrangement that has been agreed to, then collection activity automatically resumes on the account. 

      As payment was not received timely, T-Mobile suspended the accounts ability to place outbound calls. As stated in our policy, if we suspend a customers service and then later reinstate it, a fee may be assessed. Therefore, when our customer remitted a payment and the account was reactivated, the account was assessed a restore from suspension fee per line of service.

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

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

      Thank you for bringing this matter to our attention.

      Very truly yours,

      T-MOBILE USA, INC.


      ****** *******
      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 ********, and find that this resolution is satisfactory to me.

      Sincerely,

      Marializabeth *********

    • Initial Complaint

      Date:06/22/2025

      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.
      In April of 2025, I switched to a senior cellular phone plan with T-Mobile. At that time, I traded my ******* S20 5G phone in for a new Pixel 9a phone. I was told that the ******* phone had to be mailed to T-Mobile in a container that T-Mobile would send to my home. I was also told that the $500 trade-in allowance would be deducted from my monthly bill a bit at a time throughout a two-year period. On the 22nd of April 2025, I mailed my phone to T-Mobile via **** The *** tracking number 1Z51R5R19841788114. I recieved NO confirmation of receipt by T-Mobile and now my billing no longer reflects the promised discount amount for the trade-in.I have attempted to contact both the T-Mobile store and T-Mobile customer service. The store is unable or simply refuses to help resolve this problem. T-Mobile customer service doesn't offer a chat or voice contact - it cycles through an endless loop of automated questions and offers no resolution.I have followed the T-Mobile trade-in instructions and now find that I am paying monthly for the new Pixel 9a phone.. I would like help resolving this problem, or I would like my old phone returned, and I'll return the Pixel 9a. One way or another, I will not be paying a monthly bill that doesn't reflect the promise made by the T-Mobile store representative. Thank You.

      Business Response

      Date: 07/07/2025

      July 7, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File Number: 23503018

      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 customers concerns are pertaining to an equipment promotion. 

      T-Mobile records confirm our customer took advantage of our Equipment Installment Plan (EIP)with the purchase of a handset, wherein an agreement was entered for 24 monthly payments for their device.  Our review determined that although the customer had an eligible trade-in device, due to an inadvertent error, the account was unenrolled in the promotion offered.

      Our office contacted our customer on June 30, 2025, and addressed their concerns.  We are pleased to report we were able to work toward 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 ********


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

      Customer Answer

      Date: 07/07/2025

       
      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,

      ***** ******

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

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