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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

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    Customer Complaints Summary

    • 27,422 total complaints in the last 3 years.
    • 8,082 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:06/23/2025

      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.
      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 provider

      Business 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

    • 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.
      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 Response

      Customer 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 Pintar

    • 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.
      Tmobile installed a temporary international plan on my phone as I was set to travel overseas to ***************. When I arrived to my destination country it turned out my phone did not work and the international coverage did not apply. I was mistakenly told it would work by the ***. I called 4 days in a row to have my phone temporarily unlocked so I can install a digital esim that would work. I kept getting told it would take ***** hours and even had supervisors promise to call and help push this through. I had no way of calling for help or navigating my way if needed. I discovered upon my return home that Tmobile supposedly instituted a new rule of not temporarily unlocking iphones unless they are fully paid off (but only iphones) and this was not communicated to the tech support team. Also, because they made a mistake in telling my prior to my travel their international plan would work in the country I was visiting they should have had the ability to unlock the phone.

      Business Response

      Date: 07/04/2025

      July 4, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File Number: 23505256

      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 being unable to utilize the service in another country after subscribing to one of our international features, and a Mobile Device Unlock (MDU) request.

      After a thorough review, on June 14, 2025, our customer spoke with our ************* about utilizing the service while traveling internationally and added our ****************** Pass on one of the voice lines. Please note, the ****************** Pass provides a set amount of high-speed data for a specified period while traveling in 215+eligible countries and destinations.  On June 14, 2025, the customer contacted ************* to report that they were not receiving service in the current country they were visiting.  Regrettably, the country is not currently one of the eligible countries mentioned above, and moreover, ************* informed our customer that the coverage in this country is limited.  On the same date, our customer requested an MDU for their handset.  ************* advised our customer that as the device has an open Equipment Installment Plan (EIP) balance,it was ineligible for an MDU.  

      On July 3, 2025, our office spoke with our customer and we were able to come to an amicable resolution 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 Response

    • Initial Complaint

      Date:06/23/2025

      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.
      On June 20, 2025, I visited the T-Mobile franchise store at ******************************************************************* (operated by GP Mobile), to complete activation of my phone line. This followed a frustrating experience that began on June 18, when I switched from ***** The sales *** failed to verify whether my phone was unlocked before transferring my number, which left me without service for two days.When I returned to the store with my now-unlocked phone, I was told I needed to present my husbands ID, since the account is in his name. I showed a photo of it, which the system rejected. I asked if bringing the physical ID would resolve the issue, and the employee said yes. I went home, returned with the **, and was then told by a different *** that my husband had to call customer service to authorize me an entirely different instruction.Frustrated but respectful, I asked to speak with the store manager, ****. Rather than listen to my concern, she came out and immediately yelled at me in front of everyone, telling me to get out of her store. I was calm, not aggressive, and simply trying to express my disappointment as a new customer receiving mixed information. I believe this was a retaliatory act for exercising my right to request a manager and give feedback.I was humiliated and shocked. This behavior is unprofessional and unacceptable. When a customer is screamed at for calmly requesting help, that reflects serious management failure. It may also violate consumer protection rights.I am requesting a formal apology from manager ****, a review of employee training, and confirmation that this matter is being addressed appropriately. I expect to be treated with respect as a paying customer and believe no one should face retaliation for voicing a complaint.

      Business Response

      Date: 07/04/2025



      July 4, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File Number: 23497409

      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 a retail store experience while obtaining service.

      Our records reflect the account was activated with three lines that were ported on the same day the account was created.  Two days later,equipment was changed on the handsets and service was fully activated. 

      Please be assured T-Mobile takes allegations of employee misconduct very seriously.  We make every effort to be professional and courteous to our customers.  We apologize if any ********************** employee failed in any way to display that during our customers recent visit to our retail location.

      On July 1, 2025,upon speaking with our customer, we were able to amicably resolve their concerns.  Furthermore, we provided them our contact information should they have any additional questions regarding this matter. 

      Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

      Thank you for bringing this matter to our attention.

      Very truly yours,

      T-MOBILE ********


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

    • Initial Complaint

      Date:06/23/2025

      Type:Billing 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 just received a past due bill for $182.41 that I do not owe- I tried to order an iPhone with their sales department months ago, but was not able to open up and sign their documentation. The order was cancelled 1/2 hour later. They also signed me up for a new phone number which I did not ask for. I never received a phone from them and never activated their phone service. They actually cancelled it and never shipped the phone. I stayed with ******* my current phone carrier because of the bad experience with T mobile. I have attached copies of the bill just received from them. I do not owe this balance.

      Business Response

      Date: 07/04/2025

      July 4, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File Number: 23498489

      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 final T-Mobile account balance.

      Our records confirm that the customer contacted ********************** to activate the service. Upon completion of the activation process, the customer agreed to an Equipment Installment Plan (EIP) with the purchase of the new device. Immediately, after agreeing to the ***, the customer contacted ********************** to cancel the agreement. However, after cancelling the ***, the account remained active.

      Further records indicate that the account became suspended, before being cancelled for nonpayment. Upon the cancellation of the account, the customer contacted ********************** and the accounts cancellation was updated to reflect that it was cancelled with no usage.

      Nonetheless, on June 27, 2025, our office contacted the customers and was able to resolve their concerns by applying a credit to offset the remaining balance. 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

      Customer Answer

      Date: 07/04/2025

       
      Complaint: 23498489

      I am rejecting this response because:

      The information in the response is incorrect. I actually did not sign the equipment agreement because the iPhone 7 being used at the time was not compatible,  and I was not able to open the emailed contract and sign electronically . Also, an actual account was never created, and I was not issued a PIN. This iPhone ********************** account was never activated. I did not have an online account with your company already established since I never used your services before.
      I do accept the credit to offset the erroneous invoice received, and Im glad a balance is not due. I just wanted to respond so you have the correct information on file.

      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 cannot believe how crappy the customer service has been. I have been with them for over 8 years. My husband was killed and the account was transferred to my name! I was told nothing about our plan would change as he was grandfathered in, 4 lines for $100/month including all fees before autopay discount. They said effective immediately they would cancel our kickback of $10/lines which was part of his military benefit. I now find out a year later after my mom dies and I need to remove a line that the *** lied, I have been overpaying for the last year as the plan they set me up on was $100/month for 2 lines and an extra $20/month per line (previous plan was extra $10/mine) before autopay discount. When confronted the customer service ***s offer me a one time $80 credit. That does not fix the fact that Ive been overcharged $40/month for the last year and going forward will continue to be over charged.

      Business Response

      Date: 07/03/2025

      July 3, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File Number: 23504639

      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 billing, and plan changes.

      After reviewing the account, ********************** confirmed that the current and prior rate plans were priced similarly, and that the customer had not been receiving the AutoPay discount because their payment method did not meet AutoPay discount eligibility requirements.Additionally, only specific lines on the previous plan were eligible for a promotional data usage credit, and most of those lines did not qualify based on actual usage.

      Please note that T-Mobile contacted the customer 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:06/22/2025

      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 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

    • Initial Complaint

      Date:06/22/2025

      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'm filing a complaint in regards to the multiple data breaches this company has had over the many years I was a customer I want to express the deep concern with the breaching of data of their customers and the moment risk it potentially puts customers in my name is **** ****** and I believe potentially the data breaches regarding myself as well as an individual that was ok to make changes to my account may have exposed my family to unfortunate events that are currently taking place his name being ****** ******* TMobile is a large company and the exposure of this information should be taken seriously

      Business Response

      Date: 07/02/2025

       

      July 2, 2025

      FILED ELECTRONICALLY

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

      Re:Your File Number: 23504316

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

      At T-Mobile, we take the privacy and security of our customers information extremely seriously.  We understand how concerning it is for a customer to learn that their personal data may be impacted by a data breach.  T-Mobile continuously works to improve our cybersecurity measures and takes prompt action when criminal cyberattacks occur.  In the event of a breach, we immediately launch a thorough investigation with the assistance of leading cybersecurity experts, and we notify affected customers as required by law. Our investigation and response processes comply with all relevant federal and state regulations to help protect customer information.

      If customers believe their information has been compromised, we recommend:

      Reviewing any official communication or mailed letters they may have received from T-Mobile regarding the incident, as these contain the most accurate details about the specific situation.
      Following the instructions provided in those communications to contact our Privacy team if they have further questions.
      Taking additional precautions such as updating passwords, monitoring accounts for unusual activity, and reviewing credit reports through the major credit bureaus.

      Please be advised, T-Mobile is not involved in the settlement administration process related to the August 2021, cyberattack.  The class action plaintiffs counsel has engaged ***** as the settlement administrator, and ***** is responsible for administering the settlement.  Consumers impacted by the cyberattack have been contacted by ***** via text message, email, or letter.  If the customer received notice from *****, then they have been identified as being eligible to participate in the settlement.  The settlement website (********************************************) has detailed information about the options with respect to the settlement including the benefits available  and information on how to submit a claim.  

      Should our customer have any further questions or concerns regarding this matter, they may contact our office directly at the contact information provided in our contact attempts.  We regret 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:06/22/2025

      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.
      Ok I am with spectrum mobile right now and my issue with them is i have 2 broken phones with cracked screens so I wanted to pay off the one with the lowest cost and get another line but move the number from the other cracked phone to the new one. The reason I want to do it this way is because I owe a larger balance on the other cracked phone so i can't pay it off.. Now I spoke with a *** and the only option was one that would have me paying more per month. Now the other thing is my apt complex has an agreement with a fiber company for gigabyte speeds at much less than the 400 gig im pay for with spectrum. I was advised that my phone bill would go up because it was promotional. Now im over on tmobile website and I looked at pricing with new phones and I was like H no then I set it as bring my own phone and for 2 lines of bring my own phone as well as purchasing a tablet and service its $236/month when its only $170/month with spectrum and im paying for 2 phones and a tablet. I don't know what happen to Tmobile because they use to have the bomb plans but they have gone to S lately with these ridiculous pricing

      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: 23503826

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

      T-Mobile regrets any concerns our customer has regarding their experiences with T-Mobile’s current plan offerings and associated pricing, and we appreciate the opportunity to respond to this matter. Our records show the customer was previously a valued T-Mobile subscriber and has communicated interest in returning to T-Mobile. Additionally, the customer has shared feedback about the available plan options and pricing structure, expressing that recent changes may affect their decision to return.

      T-Mobile continuously reviews and updates our service plans to meet the needs of our customers, adapting to market demands and offering new features and value. While plan pricing and benefits may differ from previous offerings, our current plans are designed to provide competitive value, enhanced features, and network improvements. We also regularly seek feedback from current and former customers to help inform our product development and appreciate hearing from customers who are considering rejoining the T-Mobile family.

      Should our customer wish to discuss their concerns with our office, they may contact us directly using the information provided in our contact attempts. 

      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.


      Mary Greene 
      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 23503826, and find that this resolution is satisfactory to me.




      Sincerely,



      Anthony Fewell

    • Initial Complaint

      Date:06/22/2025

      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 have been calling T-Mobile for about 2 half weeks now about the same issue as to why I was not offered a device when I first signed up with them on mat 30th when the promotion was get a device on them when signing up I was informed by the *** to call back tomorrow or go onto the t-life app and order the device when I should have had it ordered the same time as my sim cards as that would have been the promotion but instead they or she didn't do that and completed my order and as I called in everyone I'm told something different and then today they cancelled my account and now I can't get a account because it has been cancelled within the first 90 days so inreality they knew that they were s******* with me the entire time and didn't care

      Business Response

      Date: 07/03/2025

       

      July 3, 2025

      FILED ELECTRONICALLY

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

      Re:Your File Number: 23503779

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

      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 handset purchase and our promotional offers. 

      The account was activated in late May of 2025 with three voice lines of service and a T-Mobile Home Internet line of service.  At the time of activation, the customer was provided with SIM cards and a T-Mobile Home Internet Gateway device.  Our customer contacted our ************* team in June of ************************************************************ promotional offers to receive them at no cost.  Please note, at the time of activation, the customer did not qualify to finance equipment through T-Mobile, therefore the customer was not eligible to enroll in any T-Mobile device promotions.  

      Regrettably, in late June of 2025, the customer contacted our ************* and cancelled their account.  At that time, a prepaid return kit was issued to the customer to return the ********************** Home Internet Gateway device.  Our  ************* advised the customer that the recently cancelled account would need to be cancelled for at least 90 days in order to activate a new account and check their eligibility for handset financing.  

      However, upon further review, T-Mobile confirmed the customer has multiple cancelled ********************** accounts that reflect a balance owed, which must be paid in full for them to be eligible for handset financing.  Should the customer have further questions regarding this matter, they may contact our office directly at the contact information provided to them during our contact attempts.  We provided them with our contact information.  

      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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