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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

    • 27,486 total complaints in the last 3 years.
    • 8,061 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:07/19/2022

      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.
      My problem is that I have a new phone, my service isn't what I am paying for. I've had t9 restart my phone more than I should have. I have called tmobile and chatted either them more than 3 times about this issue. For the amount of money I pay for service I shouldn't have any problems. Oh I didn't mention that these problems are happening over wifi. I have 5g and I've seen it on my phone once and that was today as I was on the phone with a rep. ***** she said let's restart your phone as if I didn't do that already. I need answers and now.

      Business Response

      Date: 08/05/2022

       
      August 5, 2022

      FILED ELECTRONICALLY

      Better Business Bureau 
      12639 *************, Ste 200
      *****, ** *****

      Re:      ***************************
      Your File No. 17587225
      T-Mobile Account No. *********
       
      To Whom It May Concern:
       
      T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 18, 2022, regarding the above-referenced account.  

      T-Mobile regrets hearing of Ms. ******** concerns regarding her new device.  ********************** records indicate ****************** agreed to and took advantage of our Equipment Installment Plan (EIP) on June 9, 2022, with the purchase of a ******* Galaxy S22 at a retail price of $799.99.  ****************** was not required to remit a down payment but agreed to 24-monthly installments; 23-monthly installments of $33.34 and a final installment of $33.17.  It is important to note that the ******* Galaxy S22 does not have any known issues in relation to data or network.

      T-Mobile is always working to improve its coverage, and we regret any service issues ****************** may have experienced.  Although the coverage map at www.T-Mobile.com 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 Ms. ******** account and based on the coverage map, confirms her account address is in an excellent coverage area with no known issues.  

      Please note that although we have records of ****************** contacting her Team of Experts (TEX) regarding this matter, we have not been provided the opportunity to fully troubleshoot her concerns.   It is important that if customers experience any difficulties with the service, that they provide TEX details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets.  Please note this information is critical to our ability to evaluate and troubleshoot service and coverage issues.  Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments.

      Upon speaking with ****************** on Thursday, August 4, 2022, our office completed troubleshooting steps with her to attempt to resolve her issue.  Should ****************** have continued concerns, she has been provided with our offices direct contact information so we can continue to work towards a complete resolution.  T-Mobile regrets any inconvenience to ******************.
       
      Based upon the above, we respectfully request that this matter against T-Mobile be closed.
       
      Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at **************.
       
       
      Very truly yours,
       
      T-MOBILE USA, INC. 

      ***** May
      Executive Response

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

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