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
Customer Complaints Summary
- 27,474 total complaints in the last 3 years.
- 8,107 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:06/24/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- 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 had 5 lines with T-Mobile, but then a price increase occurred without notification to me. My bill went up about $20. I contacted T-Mobile and they stated they informed me, but when I asked when as I had zero information about it, they stated they sent a text message regarding the change to my son's number. I was never appropriately informed. I returned a phone I had recently ordered, and went into the store which caused me to deal with the manager I had complained about before. When I tried to get help, she was dismissive and rude again which further solidified my decision in leaving. I could not believe that T-Mobile would continue to employ this lady whom has poor customer service skills and at a flagship store, no less. I ended up having to drive all the way to another store which was out of my way to return the phone and cancel any remaining line(s). I was told I would be charged a restocking fee of $70. The representative expressed her apologies of what I went through at the other store and ro address my concerns with T-Mobile. I asked if all my lines were canceled and she told me they were, but I am trying to make sure of that as well because this has been a stressful situation.Business Response
Date: 07/07/2025
July 7, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23515137
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 24, 2025,regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to a restocking fee and recent rate plan price increase.
As costs and inflation continue to rise, in 2024 and 2025, T-Mobile made small adjustments to the pricing of some of its older rate plans for the first time in nearly a decade. On May 22, 2024,T-Mobile notified certain customers enrolled in older rate plans that their plans monthly recurring charge would increase as of their June or July 2024 billing statements. On March 13, 2025,T-Mobile began notifying a separate group of customers enrolled in older rate plans that their plans monthly recurring charge will increase as of their April or May 2025 billing statement. It is important to note that any lines impacted by a monthly rate increase in 2024 that remain on the same rate plan will not see another increase in 2025.
T-Mobile notified all impacted customers by way of text message, email, and/or direct mail, about the rate increase and how the increase specifically impacts their account,including how much their current rate plan will increase, when to expect the increase, and where they can find more information. In most cases, the rate increase is $5.00 per line. All plan services, benefits, and due dates will remain the same. If any customer is interested in shopping for a new rate plan or would like to review our current rate plan offerings, we encourage them to contact ************* or visit *********************************************************************.
T-Mobiles long-standing commitment to offering low prices and the best value in wireless will never change. While making any adjustments to plan pricing is difficult, these updates will help us continue offering tremendous value for customers, as well as providing the experiences T-Mobile customers have come to love from us, well into the future.
Regarding these updates, we are aware some customers have inquired about Un-contract and T-Mobiles Price Lock and the difference between the two. First, it is important to note that whether a customer qualifies for Un-contract or Price Lock depends on when the customer activated their account and/or enrolled their already existing account in a qualifying rate plan. Customers who activated their account before April 28, 2022, are not eligible for Price Lock, as T-Mobile did not begin offering Price Lock until April 28, 2022. Customers with Price Lock were not impacted by the recent rate increases. For more information on Price Lock, please visit our website at *********************************************************************************************.
Before Price Lock was offered, T-Mobile offered Un-contract. In particular, on January 5, 2017, T-Mobile began offering Un-contract, in which T-Mobile promised that if it ever raised the monthly recurring charge for a covered plan, customers who chose to leave ********************** as a result could have T-Mobile reimburse their last months service charge. That Un-contract promise applies to all customers who activated an account on a qualifying rate plan and/or enrolled in a qualifying rate plan between January 5, 2017 and April 27, 2022. Consistent with T-Mobiles Un-contract promise, any such customers impacted by the rate increase can request to have their final months qualifying service charge reimbursed if they choose to cancel service as a result of the increase. Customers simply need to cancel service and request reimbursement within 60 days of the price increase.
Here, our records show that this customer activated their account outside of the Price Lock period. As such, their account is not protected by Price Lock given their account activation date preceded the introduction of Price Lock. Their account, however, is currently eligible for T-Mobiles Un-contract promise. Therefore, our customer may request to have their final months recurring charge reimbursed, should they opt to leave T-Mobile because of the rate increase. The customer just needs to let us know within 60 days of the increase. If they wish to stay with T-Mobile, the account will remain active on their current T-Mobile rate plan.
After a thorough review T-Mobile confirmed that our customer was charged a restocking fee upon their return of their handset. 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 *************.
********************** contacted the customer on July 2, 2025, we thanked them for their feedback about their experience. We provided our customer a refund for the restocking fee, and a credit on the account as a gesture of goodwill and cancelled the account. We regret any inconvenience to 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.
**** *******
Executive ResponseCustomer Answer
Date: 07/08/2025
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. While I did explain that I was originally a customer of Sprint before the transition to T-Mobile and was assured a "Forever Plan" with Sprint, but that did not seem to be honored. Inflation is over and pricing is coming down, so I did disagree with that explanation for the increase. I did make the point that it makes more sense from a business standpoint to keep customers at their current rate rather than lose customers due to the increase even if we may be a small portion, but I am sure T-Mobile will recoup those costs with the rate increases placed on those who choose to stay. **** and I had a productive conversation and I appreciated the time taken to speak with me about my concerns and my feedback seemed well-received.
Sincerely,
****** *******Initial Complaint
Date:06/24/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- 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 5, 2025 I inquired about upgrading my cellphone. i was told by the representative my phone was eligible for a $500 trade in credit. From past experience I knew I would have to take screenshots because there always seems to be an issue when you talk to a different representative. I told the representative I needed something that said I would receive $500 trade in credit and they just notated all the details In the transcript. Then I was told I would see the credit once they received the trade ******* forward today June 24, 2025 they have received by trade in. I started a chat with the representative and they are not saying my phone was eligible for $500 and I can only receive $250 ,but to make me happy they can apply a $150 credit which will total $400. That is not good enough they should honor the agreement that was made.Business Response
Date: 07/04/2025
July 4, 2025
FILED ELECTRONICALLY
Better Business Bureau
12639 W Explorer Dr, Ste 200
Boise, ID 83713
Re: Your File Number: 23514884
To Whom It May Concern:
T-Mobile USA, Inc.
(“T-Mobile”) is in receipt of your correspondence dated June 24, 2025,
regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns
our customer has regarding the account, and we appreciate the opportunity to
respond. In reviewing this matter, the
customer’s concerns are pertaining to a device promotional offer.
After a thorough review
T-Mobile records indicate that in June 2025, our customer contacted Customer
Care to inquire about upgrading their handset through EIP, with the intention of
taking advantage of a device trade in promotion. Please note when purchasing a new handset there
may be available multiple promotions available, which our system will assign
the promotional credit with the higher value at point of sale. However, if all conditions are not met before
the beginning of the next billing period, the EIP will then be enrolled in the
corresponding promotion for which all eligibility requirements have been met. It is T-Mobile’s position that the customer
has received the correct promotional payout for which they qualify.
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 T-Mobile employee failed
in any way to display that during our customers’ recent contact with our Customer
Care.
On June 26, 2025, our office
contacted the customer and advised of the above. Our office was able to reach an amicable
resolution with 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.
Chris Green
Executive ResponseCustomer Answer
Date: 07/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23514884, and find that this resolution is satisfactory to me.
Sincerely,
Marcus ReynoldsInitial Complaint
Date:06/24/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- 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 04-08-2025, I ordered internet service through T-Mobile. After more research about the company, and seeing complaints, I canceled the service - less than 24 hours later.The modem was shipped to me, and I was told the shipment couldn't be stopped. I received the package, and never opened the box. I was charged $60.00. I returned the unopened boxed modem expecting to get my $60 back. T-Mobile sent me a receipt for the returned merchandise and stated my refund of $0.00 was being processed. They will not refund my money and they not only received the modem back - it was unopened!There is a reason T-Mobile is not BBB accredited. This was underhanded, and sleazy business practices.Business Response
Date: 07/03/2025
July 3, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23514713
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 24, 2025,regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to being charged after the service was cancelled.
T-Mobile records indicate that the customer activated service on our Home Internet Lite plan and enrolled in *******. Moreover, the customer was shipped a Gateway to use with the service. Following the activation, the customer cancelled the account; however, as the Gateway shipment was in processing it was delivered to the customer, which they returned to **********************. Additionally, as the first billing statement had generated for the first month of service, an AutoPay payment was made or that billing statement. The payment was later returned by the customers financial institution, which resulted in the payment amount and a returned payment fee being assessed to the account. Please note, the payment was returned as paid to T-Mobile and as a result the returned payment fee was credited. In June 2025, T-Mobile records reflect a refund was processed for the customer. As of the date of this letter, the account is closed with a zero balance.
Please note, our office has attempted to contact the customer; however our attempts have proved unsuccessful. As such, we provided them with our contact information via email 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 ResponseCustomer Answer
Date: 07/05/2025
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 received a refund for the equipment.
Sincerely,
**** *****Initial Complaint
Date:06/24/2025
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- 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.
This complaint details a series of compounded errors and misrepresentations by T-Mobile resulting in the failure to honor a promotional agreement from June 2024. The original agreement stipulated that in exchange for trading in two devices (a ******* S20 5G and a ******* S10E) and upgrading our service plan, our account would receive two promotional credits of $800 each (under Promotion P627 according to our bill).The following issues ensued:1. Unauthorized *************************** An unauthorized line was added to our account. When I called to inquire about the new charge on my bill, a customer service representative materially misrepresented the line as "complimentary" and issued a one-time refund. The following month, we were double-charged for this same line, proving the representative's statement was false.2. Improper Credit Application: It was discovered that T-Mobile had improperly associated one of the $800 promotional credits with this unauthorized new line (under a different promotion, P712) instead of with the physical trade-in of the ******* S10E. Consequently, when the unauthorized line was finally removed, the $800 credit was rescinded.3. Failure to Honor Agreement Despite Proof of Trade-In: Our August bill documents the receipt by T-Mobile of the S10E exists as a "$20 trade-in credit": the standard, non-promotional value for the device. T-Mobile is in possession of the device for which the $800 promotional credit is owed but has failed to apply the credit correctly under the agreed-upon terms. All subsequent attempts to resolve this have failed, with representatives unable to correct the error due to software permissions limitations.Desired Resolution:To resolve this complaint, T-Mobile must apply the outstanding $780 credit to our account, either as a single lump-sum credit or by issuing a retroactive credit for all missed payments and resuming the monthly credits for the remainder of the promotional term.Business Response
Date: 07/03/2025
July 3, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
RE: Your File Number: 23513976
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 24, 2025,regarding the above-referenced 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 trade-in promotion. T-Mobile has investigated these concerns accordingly.
T-Mobile records confirm in June of 2024, our customer traded in two handsets to upgrade their lines using our Equipment Installment Plan (EIP). Our customer was looking to upgrade these lines under the Smartphone Trade ********: Android: $800 off with Trade on Go5G Plus/Next promotion. However, due to an inadvertent error one of their lines was enrolled in the Smartphone Activate ********: Android: $800.00 off with New Voice Line on Go5G Plus/Next (Smartphone Activate ********* promotion, which required a new line to be activated.
In August of 2024, our customer contacted ************* regarding the newly added line and requested for the line to be cancelled. Pursuant to our customers request the line was cancelled on August 4, 2024. As a result of this cancellation, the Smartphone Activate ******** promotion was removed, resulting in the loss of monthly promotional credits.
T-Mobile contacted our customer on June 26, 2025, to address their concerns. We are pleased to report we have reached an amicable resolution with our 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 ResponseCustomer Answer
Date: 07/09/2025
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.Thank you very much!
Sincerely,
***** *******Initial Complaint
Date:06/24/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- 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 called ****** T-MOBILE support line on June 10th 2015 to enquire about Voice and ******** services. They offered a good deal and we decided to switch to T-MOBILE. So I told that support person that we will call back after 2-3 days to start the switch, but T-MOBILE sales person offered that she will not charge activation fees and they don't charge until we switch our phone numbers to T-MOBILE. We got out first bill from TMOBILE and in that they start charge from Order date onwards, not sure why. We didn't switch our numbers or we didn't start until June 13th 2025, but **** says charges started from June 10th. I called and they are not reimbursing changes for 3 days and their fees+Taxes. Same issue with my T-MOBILE INTERNET bill too, changed from June 10th 2025, but didn't start service till June 13th 2025. Please help to get reimburse changes for both VOICE LINES and INTERNET BILL.Business Response
Date: 07/02/2025
July 2, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23512775
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 24, 2025,regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to a billing dispute.
Our customer activated service in June 2025, and their account generated the first billing statement the following day proceeding activation for the next 30 days of service in accordance with our billing system known as bill current. This means charges for our customers rate plan are billed in advance of the service being provided and become due within that billing cycle. At the time of activation, our customer was provided with temporary numbers as they indicated they would be porting existing mobile numbers from their previous service provider. It is important to note that pursuant T-Mobiles terms of service, billing of services initiates upon activation request and not at the time that mobile numbers are ported in. Therefore, while we acknowledge that our customer ported in numbers three days after service activation, we consider service charges reflected in the accounts first billing statement to have been accurate in accordance with the date of service activation.
On June 27, 2025, our office spoke to our customer and apprised them of the above information. We are pleased to inform you that we reached 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.
***** *******
Executive ResponseCustomer 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. I got response from business (T-Mobile) and they resolved my issue raised.
Sincerely,
**** ********Initial Complaint
Date:06/24/2025
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We closed the account and they are still billing us.Business Response
Date: 07/04/2025
July 4, 2025
FILED
ELECTRONICALLY
Better Business Bureau
12639 W Explorer Dr, Ste 200
Boise, ID 83713
Re: Your File Number: 23510633
To Whom It May
Concern:
T-Mobile USA, Inc.
(“T-Mobile”) is in receipt of your correspondence dated June 24, 2025,
regarding the account referenced in the above-mentioned file number. In
reviewing this matter, the customer’s concerns are pertaining to their account continuing
to bill after they cancelled.
After a thorough
review, T-Mobile confirmed that the account was activated on March 28, 2024,
and had two Home Internet lines. The billing statement issued for the period of
April 26, 2025, to May 25, 2025, reflects charges for services utilized within
that timeframe and were due by June 18, 2025. The customer contacted our Customer Care and had both Home Internet
lines cancelled on June 10, 2025, resulting in closure of the account on that
date. All the charges that reflect on the customer’s account are supported by
internal records of usage during that time- period and are valid and owed.
On June 26, 2025, our
office contacted our customer and addressed their concerns. To amicably resolve
our customer’s concerns, a credit was applied to assist with their final bill. Our
customer has accepted this offer as full resolution to their concerns and
considers this matter 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.
Monique Erwin
Executive ResponseCustomer Answer
Date: 07/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23510633, and find that this resolution is satisfactory to me.
Sincerely,
Alex HaidarInitial Complaint
Date:06/23/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- 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.
For the last 2 weeks I have been trying to help my elderly father with his TMobile account following the passing of his wife. We have spent over 4 hours on the phone with numerous different people as well as made 3 separate trips to 2 different stores and still have no resolution. The store says we have to call, folks on the phone say we have to go in the store. We have provided (and your stores have scanned) the death certificate and his driver license, gone in to a store yet again to pay $800, and no one seems to be able to release the account without a PIN that was set by a dead woman! We just want to cancel the account at this point and can't even do that !!!! It's honestly elder abuse at this point, tormenting an old man who is grieving.Business Response
Date: 07/04/2025
July 4, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23509640
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. T-Mobile sends our sincere condolences to our customer regarding the passing of their wife. In reviewing this matter, the customers concerns are pertaining to an account cancellation request.
On June 20, 2025, T-Mobile received notification of the account holders passing and a cancellation request was submitted. It is important to note that to request the cancellation of an account of a deceased Billing Responsible Party (BRP), survivors must submit a Deceased BRP Request Form and provide the full name, mobile number, date of birth, and last four digits of the deceased's Social Security Number. T-Mobile will process the request and aim to follow up with the caller within 72 business hours. T-Mobiles records indicate that the account was cancelled per our customers request on June 24, 2025.
On July 1, 2025, our office spoke with our customer who confirmed the above concerns have since been resolved. Additionally, we confirmed that there were no further questions regarding the account status.
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 ResponseCustomer 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,
****** *****Initial Complaint
Date:06/23/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Dear ***,I am filing this complaint against T-Mobile regarding an unresolved issue with a trade-in transaction that I completed following their official process.On April 11, I sent two devices to ********************** as part of a trade-in promotion. I used the prepaid shipping label and box provided by T-Mobile. I have the *** tracking number associated with this shipment, and we called *** with T-mobile on the line. I proactively called T-Mobiles customer service shortly after to confirm receipt of the devices. I was told at that time that both devices had been received and processed. However, one month later, I was unexpectedly informed by T-Mobile that the package had not been received and that I would be responsible for paying for one of the phones.This situation is unfair and unacceptable as I followed T-Mobiles instructions, used their shipping label, and have proof of shipment and delivery via *** tracking. The packages loss occurred under the responsibility of T-Mobile and its chosen logistics provider, not mine.Despite multiple escalations, including an internal investigation opened by T-Mobile, they have refused to acknowledge the trade-in or to resolve the matter in good faith.I am requesting FCC assistance in holding T-Mobile accountable and ensuring that I am not charged for a device I lawfully returned using their system and as confirmed by their own representative.Details:T-Mobile Account Number: ********* *** Tracking Number: ****************** Date of Shipment: April 11 Devices traded in: iphone 14 Pro and iphone 14 Date you called to confirm receipt: May 3rd Thank you for your attention to this matter.Sincerely,*******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: 23509479
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 promotion they did not receive after a shipping issue with their trade in
devices.
Our customer took advantage
of our Equipment Installment Plan (EIP) with the purchase of two Apple iPhone
16 Pro devices. At this time, our
customer also took advantage of our Apple Trade ID250224: $830 off with
Trade on MAX or Go5G Plus (Apple Trade ID250224) promotion and traded in
two Apple iPhone 14 devices. T-Mobile
records confirm that the two trade-in devices were not received at our trade-in
center, and as such, each EIP was unenrolled for the promotion above. Pursuant to a handset research investigation that
was filed by T-Mobile, the UPS tracking information associated with the return
of the trade-in devices indicates a delay in the delivery, and as of the date
of this letter, the devices have not been delivered to T-Mobile. Additionally, our customer contacted T-Mobile
and was issued a one-time EIP credit of $830.00 towards one of the devices.
On June 25, 2025, our office
contacted our customer and discussed the information above. Our office was able to come to an amicable
resolution with our customer. Furthermore,
we provided them our contact information should they have any additional
questions regarding this matter. T-Mobile
regrets 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.
Brittany Schiska
Executive ResponseCustomer Answer
Date: 07/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23509479, and find that this resolution is satisfactory to me.
Sincerely,
Yessica BetancourtInitial Complaint
Date:06/23/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- 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 very upset with T-Mobile. T-Mobile is no longer the Un-Carrier anymore. You guys are just like ******* and **** now. You got rid of ******* with no ads, all plans now do not have taxes and fees included anymore, $35 activation fee for new lines, cant use credit cards for autopay, price hikes on older plans, recording peoples screens by default in the T-Life app, you all are considering 36 months installment plans instead of 24 months, T-Mobile support has moved to the ***********, and more.With everything listed above, I also have had a few instances that I am upset with. I asked about 4K streaming on my tablet line, T-Mobile said that if I switch to Go5G Next from my magenta max plan, that I could have 4K streaming on my tablet. After I switched and it did not work, they said I could not switch back to magenta max because it is no longer available. I have the magenta tablet plus plan for my iPad, and it has always come with 1080p streaming on it. Recently, 1080p streaming was removed from my tablet by T-Mobile and they never told me this. When I contact support, all they say is that I used over 50GB of data and thats when 1080p streaming stops. I have told them several times that this was never the case, and even before my 50GB, they took it off my plan without telling me. **** with ads benefit never worked for me and I spent 6 months with support. T-Mobile would not write anything in their tickets and sometimes T-Mobile said that my tickets were resolved when they clearly were not. Why should I stay with T-Mobile now? What makes T-Mobile different from ******* or ****?I really wish T-Mobile would go back to being the Un-Carrier. I used to absolutely love T-Mobile because their service was amazing, and their support was very friendly. All of this has happened very quickly and in the last few years. I hope that T-Mobile reads this feedback and acts because sooner or later, other people and I will be switching over to ******* and ****.Customer Answer
Date: 07/07/2025
Please close the complaint below. Its been resolved.Initial Complaint
Date:06/23/2025
Type:Sales and Advertising IssuesStatus:ResolvedMore info
Complaint statuses
- 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 called May 23, 2025, to have my husbands phone service removed. He passed away May 17. After speaking to ***, he guaranteed my service for my phone and internet would be $85, with free ******* and ******** removed also. When I saw that I was to be charged $120, I called and spoke to ********. She assured me that my bill for July 21 will be $85. I received notices today that it will be $115! So, I called for the 3rd time and spoke to ******. She changed my plan and said it would be $45 plus tax (tad had been included on previous plan) for my phone and my internet would go up to $50 from the $30 I had been paying! She said I could pay less if I go to the T-Mobile store with my old internet device and exchange it for another. Wrong again!! The corporate office has no clue and all say something different!! Im going through the loss of my husband and I have To deal with this too! So unfair!! The young man in the ************, AZ storeis trying to help, but Ive been here for 1 1/2 hours already.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: 23509096
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 offers our deepest condolences to our customer and regrets any concerns they may have regarding the account. We appreciate the opportunity to respond. In reviewing this matter, the customer’s concerns are pertaining to charges on bill statement after cancelling a line of service.
T-Mobile records indicate that our customer contacted T-Mobile to cancel a line of service on May 24, 2025, which was scheduled to take effect at the end of their current billing period. This resulted in the customer having one voice line and one Home Internet line. Upon discussion, the customer agreed to subscribe to the Magenta Max 55+ plan. On June 21, 2025, the Home Internet line lost the discount the customer was previously receiving due to the rate plan change, resulting in a higher monthly rate.
On June 26, 2025, our office contacted the customer and addressed their concerns. T-Mobile was able to reach an amicable resolution with 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.
Stephanie Abbey
Executive ResponseCustomer Answer
Date: 07/02/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23509096, and find that this resolution is satisfactory to me.
Sincerely,
Jean Halvorson
T-Mobile USA, Inc. is NOT a BBB Accredited Business.
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