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Business Profile

Cell Phone Supplies

T-Mobile USA, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Supplies.

Complaints

This profile includes complaints for T-Mobile USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 27,438 total complaints in the last 3 years.
    • 8,077 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/24/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      T-moblie files collections on me for something I never had. I have never been a tmoble customer

      Business Response

      Date: 07/03/2025

      July 3, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File Number: 23510398

      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 the activation of the account.

      Our records indicate that the customer contacted ************* and activated an account and ordered a new phone. However, our records indicate that the handset was returned and received by T-Mobile. Unfortunately, our records do not indicate that the customer contacted ************* to request the cancelation of services on the account, leaving the line of service active and was billed accordingly.

      Our office contacted the customer on June 25, 2025, and resolved their 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 ********

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

    • Initial Complaint

      Date:06/23/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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 Response

      Customer Answer

      Date: 07/07/2025

       
      Better Business Bureau:

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

      Sincerely,

      ****** *****

    • Initial Complaint

      Date:06/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am filing this formal complaint against T-Mobile USA, Inc. for what I believe to be unfair business practices, poor customer service, and a failure to deliver on promises that have caused me significant distress.For over three years, I have paid $18 per month to T-Mobile, totaling hundreds of dollars for my device. Recently, I had to pay an additional $109 to secure a replacement phone after my original device failed. I paid for 1-day shipping because I urgently needed the phone, yet as of today (Monday morning), *** shows that the package still has not been handed offtracking reads only Label ********** make matters worse, I visited T-Mobiles store at ********************************************************************, where I experienced unacceptable customer service. The representative I spoke with was dismissive, unhelpful, and provided no solutions or meaningful assistance despite the urgency of my situation.I have invested thousands of dollars into T-Mobiles services over the years, and I am appalled at how I have been treated. The failure to deliver the replacement as promised, combined with subpar customer service and a complete lack of accountability, has caused me unnecessary stress, anxiety, and emotional distress.?? I am requesting the following resolution:A full refund of the $109 +$648 I paid for the replacement and expedited shipping An investigation into this matter Accountability for the poor service I received at the ************************* location I expect T-Mobile to be held responsible for these failures and to make this situation right

      Business Response

      Date: 07/03/2025

       

      July 3, 2025

      FILED ELECTRONICALLY

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

      Re:Your File Number: 23509618

      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. Please be advised we have made attempts to contact our customer, which have proven unsuccessful.  

      T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to an Assurant claim and deductible.

      After a thorough review, our customer contacted ********************** in June of 2025.  Also, a claim was authorized through Assurant and shipped to our customer.  Please note, ********************** is only able to view when a claim is approved and when a replacement device is shipped.  However, T-Mobile is unable to view other claim details such as payment information or why a claim is denied.  While ******** is an authorized third-party company, T-Mobile and Assurant are two separate companies with separate policies.  As such, any required deductibles, fees, and taxes, quoted and collected by ******** is ultimately determined and remitted to Assurant, not T-Mobile.  Therefore, any claim, payments or payment disputes should be directed to Assurant who can be reached at **************.  Later in June of 2025, T-Mobile applied credit to the account.

      Should our customer have questions regarding the above-mentioned information, we invite them to contact us at the number provided during our contact attempts.  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.


      ***** ****
      Executive Response

    • Initial Complaint

      Date:06/23/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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 Response

      Customer 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 Betancourt

    • Initial Complaint

      Date:06/23/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Returned the WiFi kit over a month ago to a T-Mobile store. Was given a bill for the set, I guess the employees did not return the items I handed to them on may 13th at the wonderworld location in ****************

      Business Response

      Date: 07/03/2025

       

      July 3, 2025

      FILED ELECTRONICALLY

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

      Re: Your File Number: 23509295

      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 the customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to a non-return fee.

      T-Mobile records show our customer previously activated a ********************** Home Internet line of service. At the time of activation, our customer was provided with a High-Speed Internet Gateway at no cost to them.  It is important to note the High-Speed Internet Gateway remains a T-Mobile owned device, and upon cancellation of the service, customers are required to return the device to ********************** within 45 days of cancellation to avoid a non-return fee plus applicable taxes.

      Our records show that our customer cancelled their ********************** ********************* in April of 2025. As of the date of this correspondence, T-Mobile does not have any record of our customer returning their High-Speed Internet Gateway.  As such, our customer was charged a non-return fee for the device in June of 2025.  Later on in June of 2025, a payment was remitted towards our customer's account which updated the balance to zero.

      Our office has made multiple attempts to contact the customer via phone and email to collaborate with them on a resolution which have been unsuccessful.  T-Mobile would like the opportunity to speak with the customer to work toward an amicable resolution and we request they contact our office directly at the number provided to them via voicemail and email.

      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.

      Jacquorrion ****
      Executive Response


    • Initial Complaint

      Date:06/23/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am 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:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 6/10/2025 I walked into a t-mobile phone because my husband thought he lost his phone so I went in to get a new one. I paid $732.94 foebthe oh one layer that day my husband found the phone so I went back into the store and asked to return the phone. The agent told me I could not return the phone so I end up calling customer service and an agent over the phone said there should have been no reason why they would not refund me. So agent over the phone said they would mail me a box and label to return the phone and once the phone was received I would get my money back. Today I called into t-mobile to ask them about the box that I still had not received and they are now saying that they don't have any record of me purchasing a phone or even me calling. HONESLY I can't believe this is happening and now they denying everything. I have proof of purchase of the new phone and my t-mibile account shows that they did a SIM card swap but some how they can deny everything else. I want ALL my money back and they should be penalized for doing this to customers. I feel because I'm older they are taking advantage of me.

      Business Response

      Date: 07/03/2025

       

      July 3, 2025

      FILED ELECTRONICALLY

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

      Re: File Number: 23509208

      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 to a device return. 

      After a thorough review T-Mobile confirmed that the customer purchases a device in-store.  Customers who purchase devices in-store are subjected to a 14-day buyers remorse period.  Our records show that the customer contacted our ************* team and requested the return of their device; however, due to inadvertent error, a return label could not be generated. 

      Our office contacted the customer on June 26, 2025, and addressed their concerns.  We are pleased to report we are currently working with the customer towards an amicable resolution.  Please note, our office will continue to work with the customer until we have fully resolved their concerns.  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 USA, INC.

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

    • Initial Complaint

      Date:06/23/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I 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 Response

      Customer 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

    • Initial Complaint

      Date:06/23/2025

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      T-Mobile has 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 Response

      Customer 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 Davalos

    • Initial Complaint

      Date:06/23/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The account was closed with T-Mobile US on 2/14/2025 and a payment was made for the amount of $180.44 which i was advised was the total amount required to close the account, and no other balances would due. T-Mobile US then generated a bill 3 days after the account was closed on 02/17/2025 in the amount of $125.59, they then proceeded to add a $7.00 dollar late charge every month after that. I called T-Mobile on 06/23/2025 and spoke to a representative by the name of Jerun who informed me that the total due at the end of my bill on 02/14/2025 was $493.39. I had previously made payments in the amounts of $156.47 paid on 01/20/2025, $156.48 paid on 01/30/2025 and $180.44 paid on 02/14/2025. These payments total $493.39 which was the total required to close the account. ********************** representatives lied about the amount owed and lied about the amounts due at the time of closure. I don't believe I am responsible to pay this amount and request that T-Mobile waive or delete this payment/debt. I was threatened with collections if this was not resolved.

      Business Response

      Date: 07/03/2025

       

      July 3, 2025

      FILED ELECTRONICALLY

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

      Re:Your File Number: 23508847

      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 charges after they cancelled the account. 

      After a thorough review T-Mobile confirmed that the account was charged for prorated charges due to mid-cycle changes.  Our review found the account was cancelled in February of 2025, after our customer ported their lines to another service provider.  As such, it is T-Mobiles position that the account was billed accurately.

      T-Mobile contacted the customer on June 26, 2025, to address their concerns and discuss the aforementioned information and were able to reach 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 USA, INC.

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

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