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
Customer Complaints Summary
- 27,465 total complaints in the last 3 years.
- 8,100 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:06/23/2025
Type:Order 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.
T-Mobile has kept taking money from me for devices that were already paid for. When I finally switched, they still had the audacity to send me a bill for a remaining balance.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: 23508979
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 their final equipment charges.
Our customer qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of a new device. At the time of purchase, our customer agreed to pay for the device balance via 24 monthly installments. It is important to note that at the time of our customer’s account cancellation, their 24th and final installment had been billed on the prior month. Thereafter, there were no EIP charges assessed.
After further review of our customer’s account, the final billing statement received by our customer reflected prorated charges for services used prior to cancellation of the account.
On June 25, 2025, our office spoke with our customer regarding this matter and advised them of the above 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.
Charly Montano
Executive ResponseCustomer Answer
Date: 07/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23508979, and find that this resolution is satisfactory to me.
Sincerely,
Cynthia DavalosInitial Complaint
Date:06/23/2025
Type:Product IssuesStatus:AnsweredMore 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 BBB,I am filing a complaint against T-Mobile USA, Inc. regarding a mishandled trade-in device and ongoing charges for a phone that I no longer ******* November 2024, I participated in T-Mobiles trade-in offer to upgrade from an iPhone 15 to an iPhone 16, intended as a birthday gift for my mother. The agreed trade-in credit was $450. I shipped the device following *********************** instructions.After they received the phone, T-Mobile claimed it was damaged, which was not the case when I sent it. As a result, they informed me that the trade-in value would be reduced to $250. I declined the reduced offer and requested that my phone be returned.T-Mobile confirmed via email that they would return the phone and provided tracking information. However, since January 2025, I have not received the phone and have made repeated attempts to contact T-Mobile to locate and return the devicewith no ************* make matters worse, I am still being charged monthly for the phone that they have in their possession. This is not only unacceptable, but also unethical business practice. I am not requesting a credit. I simply want my original device returned as agreed.I am requesting the BBBs assistance in:Getting T-Mobile to locate and return my original iPhone 15.Stopping the continued billing for a phone I do not have.Holding T-Mobile accountable for poor customer service and failure to follow through on their own return confirmation.Thank you for your time and attention to this matterBusiness Response
Date: 07/01/2025
July 1, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re:Your File Number: 23507691
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 23, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer may have experienced regarding their account, and we appreciate the opportunity to respond. In reviewing this matter, we have determined the customers concerns are pertaining to a device trade-in.
T-Mobile has confirmed that in December 2024, our customer completed a purchase of a new handset, at which time they traded in an Apple iPhone handset. It should be noted that customers are provided with 30 days to return the trade in, otherwise the fair market value may be reassessed at the time the handset is received. Our records confirm the trade-in device was received in January 2025. Upon inspection of the handset, it was determined to have sustained physical damage, and as such, the trade-in credit amount offered was reduced. Our customer declined the updated offer, and requested the return of their traded in handset.
Please note, at the time of their December 2024 handset purchase and trade-in, our customer agreed to terms which included statements such as You are giving up full ownership rights to the Handset, the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law), and finally, By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions. Therefore, we are unable to return their traded in handset.
T-Mobile contacted our customer on June 26, 2025, and advised them of the above information. We are pleased to report we have reached an amicable resolution to the customers concerns. Additionally, we provided the customer with our contact information should they have any additional questions regarding this matter.
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 ResponseInitial 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.
Hi. I cancelled my T-Mobile internet service to upgrade to T-Mobile package of internet and three phone lines. I have been waiting on my refund of $38.50 since then. When I called on 5/29/25, ***** told me I need the PIN number for the cancelled account. I dont have or know that PIN number. She told I would have to go to a T-Mobile store to have them verify me. Which I believe I shouldnt have to do that if they had just sent me check within the ***** business days like they said. Any assistance will be greatly appreciated. Thanks and take care.Business Response
Date: 07/02/2025
July 2, 2025
FILED ELECTRONICALLY
Better Business Bureau
12639 W Explorer Dr, Ste 200
Boise, ID 83713
Re:Your File Number: 23507389
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile) is in receipt of your correspondence dated June 23, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer may have experienced regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, we have determined the customer’s concerns are regarding a refund of the credit balance following the cancellation of the account.
After a thorough review, T-Mobile records confirm that the customer canceled their account in May of 2024, after a payment was remitted. Pursuant to T-Mobile policy, if an account is canceled for over 30 days after final bill with no payment or charge activity, any eligible credit balance reflected on the account may automatically refunded via a prepaid Mastercard via U.S. Mail to the billing address of record. Our records indicate that although the final balance had settled, the refund was not automatically processed.
T-Mobile takes account security seriously and is committed to enhancing the protection of our customers' accounts. As part of this commitment, beginning March 4, 2025, T-Mobile implemented Two-Factor Authentication (2FA) for postpaid account verification. This security measure requires customers to verify their identity using two distinct factors, which may include the account PIN/passcode and a one-time PIN sent to their device. If a customer is unable to receive the one-time PIN, they must visit a T-Mobile retail location with a government-issued ID to verify their account before access can be granted.
T-Mobile contacted the customer on July 1, 2025, and addressed their concerns. T-Mobile was able to reach an amicable resolution with our customer. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
T-MOBILE USA, INC.
Cheri Johnson
Executive ResponseCustomer Answer
Date: 07/02/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23507389, and find that this resolution is satisfactory to me. Thank you to Cheri for her help.
Sincerely,
Stephanie FieldsInitial Complaint
Date:06/23/2025
Type:Service or Repair IssuesStatus:AnsweredMore 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 opened a T-Mobile account in April 2025. I ordered 4 iphones. I subsequently canceled the account and returned the iphones. I complied with the contract terms by canceling within the 14-day cancelation period. T-Mobile acknowledged I canceled within the stated cancelation period. T-Mobile sent me a refund for the 4-iphones. I received a bill for $138.43. I called on three separate occasions and was told it was an error because I never activated the phones or used T-Mobiles services and canceled within the 14-day cancelation period. However, the bill continued to come in the mail. I called again on 6/23/25 and spoke to Arman in the ***********. I asked him to connect me to a senior manager or a supervisor. He asked me for my social security number to confirm my account. He places me on hold for 20 minutes, returns to the line and disconnects the call. I call again on 6/23/25 and speak to *** in **********. *** indicates to me that they cannot request social security numbers and does not know why ***** asked for my social. *** then proceeds to tell me that I owe the bill because I only returned one phone, then he tells me that I owe for services in November 2024. I challenge his erroneous information and inform him that I returned all 4 phones and received a refund and only expressed interest in T-Mobile in April 2025. *** was stumped and sounded very confused and could not longer do anything more to assist me. *** transferred me to the supervisor *****. At this point, I am exhausted from calling T-Mobile to resolve my issue about this ***** ****. I have been assured it is erroneous.Business Response
Date: 07/02/2025
July 2, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23507275
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile)is in receipt of your correspondence dated June 23, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to charges after they cancelled their account.
********************** records confirm the customer activated service with four voice lines. Additionally, the customer entered into an Equipment Instalment Plan agreement with the purchase of an Apple iPhone 14 handset on each line. Furthermore,records confirm the customer cancelled service within the required time frame and returned each handset to T-Mobile. The customer cancelled service before the billing cycle concluded.
It should be noted that, our customers account was billed by a system known as bill current. This means charges for our customers rate plan was billed in advance of the service being provided and become due within that billing cycle. Pursuant to T-Mobile policy, customers are responsible for all charges through the end of their service term. Please note, our office has confirmed there was no usage on the customers account.
On June 25, 2025, our office contacted the customer to discuss the matter. Our office was able to mutually resolve the customers concerns. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
T-MOBILE USA, INC.
***** ********
Executive ResponseInitial Complaint
Date:06/23/2025
Type:Service or Repair IssuesStatus:AnsweredMore 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 receiving a monthly auto-draft from my account of $12 although I transferred my phone number to another cell phone company. No one from T-Mobile will tell me what these charges are from or why they have occurred; I have tried to call & used the chat feature. No one can answer my question.Business Response
Date: 07/02/2025
July 2, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23507255
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 23, 2025,regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to continued payments following a transfer to a new carrier.
In reviewing the account ********************** found the customer transferred a single voice line, leaving a voice line and wearable line active on the account and we were unable to locate record of a request to cancel the remaining lines. The account was previously enrolled in a free voice line promotion, which continued to cover the voice line charges, leaving the wearable line charges with their AutoPay discount, totaling $12.00 each month.
T-Mobile contacted the customer on June 27, 2025, discussed their concerns and we were able to come to an amicable resolution regarding the account. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
T-MOBILE ********
****** *****
Executive ResponseInitial Complaint
Date:06/23/2025
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.
I am writing to file a formal complaint regarding T-Mobiles mishandling of my account, lack of communication, and improper billing practices, which I am now escalating through the *************************** the end of April or beginning of May 2025, I submitted an application online to open a new account with **********************. I did not receive any confirmation, device, or follow-up communication from T-Mobile after submitting the application. I assumed the account had not been ********** was not until two weeks later, when I visited a T-Mobile store in person, that I was informed an account had been created in my name. This was the first time I learned that an active account existed. I then visited multiple T-Mobile stores and contacted several customer service numbers in an attempt to understand and resolve the situation.Eventually, I spoke with T-Mobile ************* and was told that the account had been canceled and that there was no outstanding balance. I was instructed to wait until midday for the cancellation process to finalize. I was told that once that was completed, I would owe nothing and could proceed with setting up a new account if I chose to.However, when I attempted to do so today, I was informed that not only does the account still exist, but there is also a $50 balance due. Additionally, I was told I must now wait another day before the issue can be resolved and I can set up a new accountdespite having already followed all previously given instructions.This experience has been extremely frustrating, marked by poor communication, inaccurate information, and a lack of accountability on T-Mobiles part. I am requesting the following:A full investigation into how this account was activated without confirmation or follow-up.A clear explanation of the charges and cancellation timeline.Immediate removal of the $50 charge and resolution of the account so I may move forward without penalty.Business Response
Date: 07/03/2025
July 3, 2025
FILED
ELECTRONICALLY
Better Business Bureau
12639 W Explorer Dr, Ste 200
Boise, ID 83713
Re: Your File Number: 23506353
To Whom It May
Concern:
T-Mobile USA, Inc.
(“T-Mobile”) is in receipt of your correspondence dated June 23, 2025,
regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any
concerns our customer has regarding the account, and we appreciate the
opportunity to respond. In reviewing this matter, the customer’s concerns
are pertaining to a recent activation and account balance.
After review, our
records show that the customer activated an account via our online self-service.
Based on our standard onboarding process, customers typically receive
communications, including welcome emails and other relevant onboarding
information at the contact information provided during account activation.
These messages are intended to support the onboarding experience and navigate
the customer through essential steps and available resources. However, we note
that not all communications may be sent via mail or email, and some aspects of
onboarding may vary depending on the specific account type and the details
provided at activation.
While our records
generally indicate that communications from T-Mobile Onboarding via email from [email protected],
they are sent to new customers to help guide them through the process,
participation in automated preboarding communications may vary across T-Mobile
organizations. T-Mobile makes every effort to ensure our customers are kept
informed and supported, and we appreciate feedback if they have experienced a
disruption or delay in onboarding communications.
Our records indicate
that the customer reached out to our Customer Care team regarding the
onboarding process and was advised they did not receive onboarding support and requested
to cancel the account, which was immediately completed.
As there was no
equipment purchased, no service used, and no charges for service or equipment
on the line, T-Mobile issued credit for the outstanding balance. Our office
spoke with the customer on June 30, 2025, and reached an amicable resolution. Please
be assured that we value customer’s feedback and will utilize this input to
improve our training and processes as we are continually striving to improve
the quality of service provided to our customers. T-Mobile regrets any
inconvenience to the customer.
Furthermore, we
provided them with our contact information should they have any additional
questions regarding this matter.
Based on the
foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for
bringing this matter to our attention.
Very truly yours,
T-MOBILE USA,
INC.
Jess Lopez
Executive ResponseCustomer Answer
Date: 07/03/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23506353, and find that this resolution is beyond satisfactory to me.
Sincerely,
Richard Street Jr.Initial Complaint
Date:06/23/2025
Type:Service or Repair IssuesStatus:AnsweredMore 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.
MetroPCS is supposed to give me a discount for being over 55 and won't. My original plan included ****** and ****** calling. For the last few months my ****** and ****** calling has not been activated. When I called MetroPCS of course I'm told I'm not entitled to any of these things and in fact if I want them I need to pay more. T-Mobile won't let me switch because it's a says it's an affiliate of MetroPCS although it has better plans and clearly offers an age discount. My plan is supposed to be $45 a month is what I was told in April and it keeps populating at $50 and without my international calling features working.Business Response
Date: 06/30/2025
June 30, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
************************
Re: Your File No. ********
To Whom It May Concern:
Metro by T-Mobile is a brand operated under T-Mobile ******** (T-Mobile). As such, T-Mobile provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated June 23, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customersconcerns are pertaining to their rate plan and feature.
After a thorough review T-Mobile confirmed that the account is subscribed to our $50.00 Unlimited LTE plus ****** One rate plan, which provides unlimited talk,text, and high-speed data. However, the $50.00 Unlimited LTE plus ****** One rate plan is not a specific rate plan for our customers who are 55 years of age or older. Additionally,the $50.00 Unlimited LTE plus ****** One rate plan does not include the $5.00 ****** and ****** Unlimited feature, which provides unlimited calling and texting in the ***** ******, and ****** to *****************, plus unlimited data with 5 GB of high-speed data
T-Mobile contacted the customer on June 30, 2025, and we offered the customer to change their rate plan to our $40.00 Unlimited Promo rate plan plus the $5.00 ****** and ****** Unlimited feature to start on July 17, 2025. Additionally, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
METRO BY T-MOBILE
***** *******
Executive ResponseInitial Complaint
Date:06/23/2025
Type:Sales and Advertising IssuesStatus:AnsweredMore 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.
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 myselfBusiness 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 ResponseInitial 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.
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 ResponseCustomer 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 PintarInitial Complaint
Date:06/22/2025
Type:Service or Repair IssuesStatus:AnsweredMore 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 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.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.