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
- 27,460 total complaints in the last 3 years.
- 8,077 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: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.
We switched to ******* in Dec 2024. We canceled all our lines and transferred them over, and we called T-Mobile multiple times to confirm. The only thing left to pay was a phone balance of around $600, which they said theyd charge to our account and close everything we agreed. Months later, we noticed T-Mobile was still charging us over $120 a month, totaling more than $1,100. We called to find out why. First, they told us to go to a store and get a PIN. We did. Then they said the PIN wasnt enough we had to go back and verify with ID. We did that too. Then a *** told us we had an active line a number weve never used or even seen before. I asked why thered be a line we never requested or activated. She said shed dispute it and call back in 48 hours. She did just to ask if we were sure we wanted to cancel, and warned that if we did, theyd charge us $600 for the phone (which we already paid over with $1,100 in fake charges). I told her we should be refunded, not charged again. She hung up. We called again and reached someone new, who told us to go verify in-store again, even though the last *** said we wouldnt need to. They didnt care and hung up too. Weve been calling every day trying to reach a manager, but every time we ask, they hang up. They just hung up again while Im writing this. This isnt business its extortion. This needs to be resolved or will we will take further actions and *** t mobile for this fraudulent charges. we have tried multiple times to get this resolved with them with no luck. we wait 30 min on hold and as soon as they have to transfer to manager they just hang up the phone on us. we have wasted days trying to resolve this and the stores cant help us either since they say its something we have to do over the phone. this is unacceptable and needs to be resolved asap!Business Response
Date: 07/03/2025
July 3, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23507731
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 to this matter. In reviewing this matter, the customers concerns are pertaining billed charges to their credit card and a device that should have been billed to their final billing statement.
Our review found the customer cancelled multiple lines of service by porting the mobile numbers to another service provider. However, one line of service remained active on the account. Therefore, ********************** confirmed that the account has been billed accurately, and the account charges are reflective in the monthly recurring cost of service.
T-Mobile contacted the customer on June 25, 2025, and reached an amicable resolution. 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,
T-MOBILE ********
******* *****
Executive ResponseInitial 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: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 writing to formally dispute and file a complaint regarding a non-return equipment fee that has been incorrectly charged to my T-Mobile Home Internet account and appears to have been sent to collections.The equipment in question was returned several months ago, and I have called T-Mobile multiple times to confirm receipt. Each time, I have been told that the equipment has indeed been received, yet the non-return fee remains on my account and has now been wrongfully reported to a collection agency, potentially impacting my credit.I am deeply frustrated by the lack of resolution and transparency. Despite repeated contact with your customer service department, I have received no clear explanation for:Why this charge was never removed.Why the account was closed without correcting the error.Why it was sold to collections despite having the equipment in your possession.This is an inaccurate debt, and I am requesting immediate action to:1.Correct the error and confirm that no outstanding balance is owed.2.Recall the collection from the agency or notify them that this was a billing mistake.3.Remove any negative credit reporting caused by this issue.Please treat this matter with urgency. If this is not resolved promptly, I will have no choice but to escalate this by filing formal disputes with the ************************************ (****), the ********************************* (***), and the major credit bureaus.I would appreciate written confirmation that the matter has been corrected and that any impact to my credit report will be reverseBusiness Response
Date: 07/03/2025
July 3, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23506648
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 non-return fee.
The customer previously activated a ********************** Home Internet line of service, and at the time of activation, they were provided with a T-Mobile Home Internet Gateway at no cost to them for use with the service. Please note, T-Mobile Home Internet Gateway devices are ********************** property and must be returned within 45 days of cancellation of service to avoid a non-return fee.
In February 2025, the account was cancelled due to non-payment. At the time of cancellation, a prepaid label was sent to the customer via email to return the ********************** Home Internet Gateway device. Regrettably, the Gateway device was not returned within the expected timeframe; as such, a non-return fee was assessed to the account in April 2025.
As the account balance remained outstanding, and T-Mobiles internal collection efforts were unsuccessful, the account was referred to a third-party agency in April 2025. At that time, a one-time collection fee was assessed to the account.
********************** contacted the customer on June 25, 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.
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.
******* Sanchez
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: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.
Home internet is not working properly. I paid all my bills the moment I receive their letter . Those arrive at different times of the month. My fico is>800. My *** called multiple times and so did I . The last time today. The Filipino agent was not competent and barely understood English ( *****). 20 minutes wasted was transferred to a ****** who-as I was told- in the tech ***** he was not but wasted another 10 minutes of my time. Then I spoke to a person with an African name and accent. As I was not familiar with that name I asked her to please spell it for me. She did not answer and hanged up. I wasted my work time due to t mobile s incompetent and rude employees. As a shareholder I am disgusted as a customer I am ashamed that a company from my home country of ******* would behave like this. We are looking for a different providerBusiness Response
Date: 07/03/2025
July 3, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23505607
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 23, 2025, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to their ************* experience with our **************** and Home Internet service.
T-Mobile is always working to improve its coverage, and we regret any service concerns our customer may have experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. Although the coverage map at ****************************** does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on our customers account and based on the coverage map, confirms their account address is in a good coverage area with no known issues.
T-Mobile is an equal opportunity employer, and our Global Partner teams are a large part of our incredibly diverse workforce. We celebrate and value the diversity within our Global Partner teams, recognizing them as a vital component of our broad and inclusive workforce. Our commitment to diversity is not only a source of pride but also a key factor in our success and high regard in the industry. Please be assured T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any ********************** employee failed in any way to display that during our customers recent contact with our ************* team.
On June 27, 2025, T-Mobile contacted our customer and addressed apprised them of the above-referenced information. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
T-MOBILE USA, INC.
******* *******
Executive Response
T-Mobile USA, Inc. is NOT a BBB Accredited Business.
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