Complaints

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

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• 

  T-Mobile USA, Inc.

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  T-Mobile

  6501 Grape Rd Mishawaka, IN 46545-1007

• 

  T Mobile USA Inc.

  2282 28th St SE Grand Rapids, MI 49508-1536

• 

  T-Mobile USA, Inc.

  3324 Secor Rd Ste 1 Toledo, OH 43606-1540

• 

  T-Mobile USA, Inc.

  31 Inverness Center Pkwy Ste 600 Birmingham, AL 35242-4828

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.

• Initial Complaint

  Date:06/22/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  T mobile has been giving me an problem since it's founding in 1999 I been trying to depart from their psychological traits of being an competitor in some industries but their reality has become long criticized by other companies who use ******* and ****** tactics to survive. I lead entertainment organizations and businesses to success and have been deprived by this business because of my mental diagnosis. They corrupted my family and health documents to make my sister look like my mother and my Father look like me and the vice versa in some aspects of intelligence This has put strains on my movements and caused injuries uncontested by force and leaving my with others pity of fraud and fake merchandise.I will abstract and object to any business being done here on their telecommunication computer and will not plan to work in the future with them.Please organize my files properly with their manufacturers (Sidekick, **********, IPhone) These files have been crucial to my portfolio I have with the designs of electronic devices and the name on the contract should be **** ****** *****; not *.***** or related to fashion designers Their technology has sent bad vibrations and fake images of me because of the voice recordings I have saved and used on their safe network; With the family plan I had I was sent options to work in places I would not have been qualified for such as Social Security Offices and Task force Units being an victim of identity theft by ****** ****, Fashion ***** and ***** **** since 2008. I need this money to be correctly deposited to my bank account and my savings save and secure.

  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: 23503405
  
  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 the customer may have experienced, and we appreciate the opportunity
  to respond.  After reviewing the
  correspondence from your office, T-Mobile has determined that their concerns
  pertain to interference with personal and professional records and a refund
  request
  
  Please be assured
  T-Mobile strives to provide world-class service to all our customers on each
  contact.  We also make every effort to
  provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed
  in any way to display that during the customer’s recent contact with T-Mobile.
  
  Regrettably, we were
  unable to locate an account with the complainant’s name or phone number. In
  addition, the complainant requested no communication from T-Mobile.  If the complainant wishes to offer further
  details, we invite them to contact our Customer Care team at 1-800-937-8997.
  
  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.
  
  
  Jose Madrigal
  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 23503405, and find that this resolution is satisfactory to me.
  
  

  I may have an active business account, I Read about it in my email. I would like no further contact with those businesses and close all refun request cases because I didn't request one myself 

  
  
  Sincerely,
  
  
  Fred Thomas Lyons

• Initial Complaint

  Date:06/22/2025

  Type:Service or Repair Issues
  Status:

  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 do **** have cell phone service with tmobile. A month ago I called to sign up for a switch from att, but customer service was so incredibly rude and unhelpful that I decided to go with a different carrier. My name and phone number are not in your database. My credit card is being charged in error and I cant get anyone on the phone to stop it and refund the erroneous charges.

  Business Response

  Date: 06/25/2025

   
  
  June 25, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 W Explorer Dr, Ste 200
  Boise, ID 83713
  
  Re:Your File Number: 23503386
  
  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.  As such, T-Mobile will make every effort to address their concerns within this letter.
  
  T-Mobile regrets any concerns the customer may have regarding their account, and we appreciate the opportunity to address this matter.
  
  Upon review, the customer’s concerns relate to billing. The account was activated on May 31, 2025, with one voice line subscribed to the Essentials Saver rate plan at $55.00 per month plus applicable taxes and fees. At the time of activation, the account was enrolled in AutoPay, which is a free feature that automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.  
  
  The billing statement dated May 31, 2025, reflected a balance of $59.92 for the service period from June 1, 2025, to June 30, 2025, with payment due by June 22, 2025. On June 20, 2025, a payment of $59.92 was successfully processed through AutoPay, bringing the balance to zero. However, on June 22, 2025, a refund was issued at the customer’s request, resulting in a new balance of $59.92.
  
  Further review confirmed that the customer contacted Customer Care on the activation date to complete a number transfer from another service provider to T-Mobile. However, as the device was network-locked to the previous carrier, the customer was advised to contact that provider to request a Mobile Device Unlock in order to use the device with the T-Mobile network. During the conversation, the customer indicated their desire to cancel the account; however, the call was disconnected before the necessary disclosures could be reviewed, and therefore the cancellation could not be finalized. Additionally, the account review confirmed that the services remained unused.
  
  Based on the above, the account was scheduled for cancellation on June 30, 2025, and a credit was applied to bring the balance to zero. Furthermore, 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.
  
  
  Faith Ouzts
  Executive Response
  
  

  Customer Answer

  Date: 06/25/2025

   
  
  Complaint: 23503386
  
  
  
  I am rejecting this response because: although the dispute is now on record,  handled and refunded, it should never have reached this point. Of all the horrible customer services I've seen over many years, this was one of the worst.i spent 3 full days on the phone canceling the service and was met with hostility and incompetence at each and every stage of each call I placed to this company.  It sent my anxiety through the roof and wasted my time. Hire English speaking representatives who are actually trained in customer service.  What a horrible experience. 
  
  
  
  Sincerely,
  
  
  
  Tricia Mezzacappa

• Initial Complaint

  Date:06/22/2025

  Type:Service or Repair Issues
  Status:

  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.

  On or around May 24 2025 10am EST I contacted T-Mobile because I had seen an advertisement. I wanted to consider leaving *******. The **** *****, via some chat feature that engaged my phones messaging app, told me if I switched that day, I could get $200 per phone line AND all my phone device payments through ******* paid off up to $800 per line. I confirmed with him that I would receive BOTH promotions. He acknowledged I was correct and repeated again that I would receive both offers. Once more, at the end of the conversation, he repeated all we had done. In a portion of his message labeled promotions, he again listed both promotions as what I was receiving.

  Business Response

  Date: 07/02/2025

  
  July 2, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23503334
  
  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 customers concerns are pertaining to promotions offered at the time of activation.
  
  Upon a thorough review of the account records, we determined that the customer ported-in three voice lines and submitted for the Switch ********: Voice: $200 T-Mobile with New Voice Port-in on Any Plan promotion for each line mentioned above, and the submissions are currently pending approval.  Please note, the promotion above is not eligible to be combined with the Keep and Switch promotion, which is designed to pay off devices brought from another carrier.  We are unable to substantiate that the customer has submitted for the Keep and Switch promotion.     
  
  Please be assured that 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 the recent customer contact with our ************* Team.
  
  On July 2, 2025, our office corresponded with the customer and we are currently working with them toward a resolution. We have also provided the customer with our contact details should they have further questions.
  
  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:Product Issues
  Status:

  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 file a complaint regarding deceptive and unfair business practices I experienced with T-Mobile during a recent transition from a business account to a personal account.Summary of the Incident:I had a business account with ********************** and was advised by a representative that I would need to switch to a personal account in order to port my number to a new carrier. During this call, I explicitly requested to be placed on the lowest-cost plan available, as I was still deciding whether to stay with T-Mobile based on potential deals or promotions.However, the representative knowingly placed me on the highest-cost plan, despite my repeated requests for the lowest plan. I believe this may have been done for commission purposes, which is unethical and misleading.Within 24 hours, I ported my number to a new carrier after determining that T-Mobile had no competitive offers for existing customers. Despite this extremely short period of service, I was charged a full months bill without any prior notificationno email, no text, and no mail regarding the charge.When I contacted customer service to dispute the charge, I was told there was nothing that could be done, and I would need to wait until the following billing cycle for the system to reflect the credit before they could issue a refund. This is unacceptable, especially considering I never authorized the higher plan, and did not even use a full day of service.---Key Issues:I was placed on a plan I did not request or approve.I received no notification before a full monthly charge was deducted from my account.I was told I must wait a full billing cycle to receive a refund for services not rendered.I believe these actions constitute deceptive business practices and unauthorized billing, and I respectfully request an investigation into this matter. I also seek assistance in ensuring that I receive a full and immediate refund for the improper charges.

  Business Response

  Date: 07/02/2025

   
  
  July 2, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:Your File Number: 23503238
  
  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 customers concerns are pertaining to their billing for one day of service.
  
  After a thorough review, T-Mobile confirmed that our customer activated service and was not placed on the rate plan discussed at the time of activation due to an inadvertent error.  Unfortunately, the customer later cancelled their service.  Please be advised, customers who cancel service mid-billing cycle are charged through the end of their billing cycle.
  
  T-Mobile contacted the customer on June 26, 2025, and provided them with an amicable resolution. 
  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:06/22/2025

  Type:Service or Repair Issues
  Status:

  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 filing this complaint against T-Mobile *** regarding my suspended personal wireless account. I am a ********************** employee, who is as a Business Account Executive currently on maternity leave followed by medical leave. My personal T-Mobile service was suspended due to a past-due balance of $356.The reason for this balance is directly tied to my recent maternity/medical leave. I was on approved maternity leave but had to unexpectedly extend my leave due to postpartum medical complications. As a result, I have been without income for more than 30 days while my leave extension case is still being processed by the T-Mobile leave department and awaiting approval. I am currently awaiting retroactive pay, which I expect to receive within the next two weeks. Once that payment is processed, I am fully able and committed to paying my past due account balance and also catch up on my current bill.I am scheduled to return to work on 6-24-2025 and need my personal T-Mobile line restored immediately in order to fulfill my work responsibilities, which include making client calls. I have contacted T-Mobile ************* and spoken to a supervisor, but I was told that because I am more than 30 days past due, the system prevents them from making any payment arrangements or restoring my service. I have also submitted a hardship request to T-Mobiles Executive Response Team requesting temporary service restoration while I wait for my retroactive pay to be issued.This is a temporary financial hardship entirely caused by my protected medical leave and outside of my control. I am respectfully requesting that T-Mobile temporarily restore my service as a one-time hardship exception, allowing me to continue my job duties and care for my newborn child while I wait for my delayed leave pay to process. As well as to ensure my job performance is not negatively impacted due to circumstances outside of my control.Thank you for your assistance in helping to resolve this matter.

  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: 23503069
  
  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 payment arrangement options.
  
  Our review found that our
  customer has maintained a rolling past due balance and recently set up a two-part
  payment arrangement. Accounts with overdue balances of more than 30 days are
  not eligible for payment arrangements and any balance that is 31 or more days
  past due must be paid in full prior to setting up an arrangement. It is
  important to note that once a payment arrangement is set, it cannot be altered
  or removed. Please note if a customer defaults on a payment arrangement that
  has been agreed to, then collection activity automatically resumes on the
  account. 
  
  As payment was not received
  timely, T-Mobile suspended the account’s ability to place outbound calls. As
  stated in our policy, if we suspend a customer’s service and then later
  reinstate it, a fee may be assessed. Therefore, when our customer remitted a payment
  and the account was reactivated, the account was assessed a restore from
  suspension fee per line of service.
  
  On July 3, 2025, our office
  spoke with our customer regarding this matter and advised of the above
  information; however, our office was able to come to an amicable resolution
  with our customer 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.
  
  
  Charly Montano
  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 23503069, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Marializabeth Gutierrez

• Initial Complaint

  Date:06/22/2025

  Type:Service or Repair Issues
  Status:

  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.

  In April of 2025, I switched to a senior cellular phone plan with T-Mobile. At that time, I traded my ******* S20 5G phone in for a new Pixel 9a phone. I was told that the ******* phone had to be mailed to T-Mobile in a container that T-Mobile would send to my home. I was also told that the $500 trade-in allowance would be deducted from my monthly bill a bit at a time throughout a two-year period. On the 22nd of April 2025, I mailed my phone to T-Mobile via **** The *** tracking number 1Z51R5R19841788114. I recieved NO confirmation of receipt by T-Mobile and now my billing no longer reflects the promised discount amount for the trade-in.I have attempted to contact both the T-Mobile store and T-Mobile customer service. The store is unable or simply refuses to help resolve this problem. T-Mobile customer service doesn't offer a chat or voice contact - it cycles through an endless loop of automated questions and offers no resolution.I have followed the T-Mobile trade-in instructions and now find that I am paying monthly for the new Pixel 9a phone.. I would like help resolving this problem, or I would like my old phone returned, and I'll return the Pixel 9a. One way or another, I will not be paying a monthly bill that doesn't reflect the promise made by the T-Mobile store representative. Thank You.

  Business Response

  Date: 07/07/2025

  July 7, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23503018
  
  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 customers concerns are pertaining to an equipment promotion. 
  
  T-Mobile records confirm our customer took advantage of our Equipment Installment Plan (EIP)with the purchase of a handset, wherein an agreement was entered for 24 monthly payments for their device.  Our review determined that although the customer had an eligible trade-in device, due to an inadvertent error, the account was unenrolled in the promotion offered.
  
  Our office contacted our customer on June 30, 2025, and addressed their concerns.  We are pleased to report we were able to work toward 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 ********
  
  
  ********* *****
  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:06/22/2025

  Type:Service or Repair Issues
  Status:

  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.

  Im filing this complaint because of serious misconduct by T-Mobile, including refusal to unlock a paid-off phone, disappearing promotions, and a dramatic ***** in billing.I paid off my iPhone 13 in full, yet T-Mobile refuses to unlock it. Every time I contact support, I get inconsistent answers or get passed between departments. This should be a basic process, yet Ive spent countless hours trying to resolve it.On top of that, *** had two phones traded in for promos first an iPhone 13, then an iPhone 13 Pro Max for an iPhone 15 and both disappeared without any credits being applied. The promos vanished and no one at T-Mobile will take responsibility.After I raised concerns about these issues, my bill doubled suddenly and without explanation. Im not just spending time on support calls Ive gone into stores, begged for help, and still gotten no resolution.I am 81 years old, and I genuinely feel that T-Mobile is taking advantage of me as a senior. Ive compared my experience to younger family members who have more lines than I do and still pay less. Its unfair, predatory, and deeply ************ not the only elder going through this I know that. T-Mobile reels people in with warm, cozy promises and a low price, only to use the old bait-and-switch: the pricing skyrockets quickly and dramatically.I am disgusted by how this company treats its older customers. We are not disposable, and we dont deserve to have our money stolen through lies and hidden charges.I am requesting:Immediate unlock of my fully paid-off iPhone 13 A full investigation into my missing trade-in promos and stolen devices A refund or credit equal to those missing promotional values A detailed explanation and removal of any hidden fees or billing errors I have documentation and am happy to provide anything needed to support this claim. What I want is simple: to be treated with honesty, fairness, and respect something T-Mobile has clearly failed to provide.

  Business Response

  Date: 07/03/2025

  July 3, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:Your File Number: 23502606
  
  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 customers concerns are pertaining to a ********************** device unlock, missing promotions, and billing inconsistencies.
  
  T-Mobile records indicate no contact was made to T-Mobiles ************* to request a ********************** Device Unlock.  ********************** is unable to provide the unlock as the associated account is not currently in good standing.  Please note, in order to process a mobile device unlock, specific requirements need to be met including:
  
  40-day usage on the network on the latest line of service
  Account must be in good standing (Not past due, no collection holds or suspensions)
  No open loans or leases on the device requesting to be unlocked 
  Device has not been blocked on network due to being lost, stolen, or fraud
  
  As our customers account does not meet all the above requirements, we are unable to provide them with the Mobile Device Unlock for their device until eligibility is met. 
  
  T-Mobile records indicate our customer took advantage of our Equipment Installment Plan (EIP) with the purchase of an Apple handset.  Please be advised that no trade in was attached to this purchase, and as such, there were no promotions that our customer qualified for.  
  
  T-Mobile records indicate that our customers monthly recurring charges have remained consistent; however, past due balances and the presence of late fees have caused the monthly bill to be higher.  In order to prevent past due balances and late fees, T-Mobile recommends setting up AutoPay.   AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.
  
  Please be assured ********************** 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 contact with **********************.
  
  Please note that all decisions concerning the customer relationship are made without regard to age, race, color, religion, creed, ***, sexual orientation, national origin, marital status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law.  Discrimination or harassment based upon any of these factors is wholly inconsistent with our company values and will not be tolerated.
  
  On June 27, 2025, our office contacted our customer and were able to amicably resolve 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 USA, INC.
  
  
  **** ******
  Executive Response
  
  
  

• Initial Complaint

  Date:06/21/2025

  Type:Billing Issues
  Status:

  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 ordered T-Mobile Home Internet on 4/25/2024. During my time with T-Mobile, I signed up for paperless billing via my email. When I moved apartments, I cancelled my service on 8/26/2024. I received a final bill and paid it on 9/18/2024. I received no further correspondence from T-Mobile. This month, a collections account appeared on my credit report for an outstanding balance of $272 with Amsher Collections from T-Mobile. I had never received any bill from T-Mobile for this amount. I also received not notification from ****** that I had a collections account. I called ********************** and was told the amount was for a non-return fee for equipment. I told the service representative that I was never notified or billed, otherwise I would have immediately taken action to resolve the issue. I was never given the opportunity by T-mobile to pay or ensure any missing piece of equipment that I may have missed (I had an incredibly difficult time this *** year with multiple personal and family emergencies) was returned. I told the representative that I had returned my equipment to my local store and had a receipt. The representative told me that I would have to settle with the collections agency directly. When questioned how I was to assure the collections agency that my equipment had been returned without assistance from T-Mobile I was hung up on. Later, I called. The *** confirmed my equipment was received but would take 2 billing cycles to process and remove the outstanding balance and reverse the collections. I cannot wait as I am a college student and need to apply for student loans. My score has dropped over 100 points for a collections of a balance I was never billed for for equipment that T-Mobile has confirmed has been returned. For the sake of my ability to attend my final semester of university this fall, I am in need of timely assistance to resolve this matter so that my credit score can be fixed. Any assistance in expediting this would be incredibly helpful. Thank you!

  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: 23502073
  
  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 a non-return fee. 
  
  Our customer activated T-Mobile service with one Home Internet line. At the time of activation, T-Mobile provided our customer with a T-Mobile owned gateway to utilize the service at no additional monthly cost.  It is important to note that upon cancellation of the account, the T-Mobile owned gateway must be returned or customers may be assessed a non-return fee. 
  
  Our records indicate that our customer cancelled their Home Internet service resulting in the account being cancelled.  It is important to note that our customer returned the designated gateway outside the allotted return period, which resulted in the account being assessed a non-return fee. 
  
  On July 3, 2025, our office spoke with our customer regarding this matter and advised our customer of the above information.  Additionally, our office was able to come to an amicable resolution with our customer 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.
  
  
  Charly Montano
  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 23502073, and find that this resolution is satisfactory to me.
  
  
  
  The Senior Specialist assigned to my case reached out promptly and followed up to ensure my issue was resolved in a timely manner. She was very kind and helpful in getting my issue resolved and taking steps to ensure no further issues would occur by ensuring all my contact information for my billing was up to date for any future correspondence. She took the urgency of my case (relating to my need to quickly get the collections resolved for the sake of my upcoming fall student loans) seriously, and was able to quickly set a resolution in motion. She also told me she will be following up to check in with me to ensure the resolution is smoothly processed once finalized. Thank you so much for your assistance! 
  
  
  Sincerely,
  
  
  
  Krystana Raczka

• Initial Complaint

  Date:06/21/2025

  Type:Service or Repair Issues
  Status:

  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.

  Hello, My name is ******* ****** and Im writing for the reason that the network company T-Mobile my account #*********, that I have been with for the past 15 plus years owes me $830 that is what they had offered me as an agreement for upgrading my older version of my previous phone (that I have already sent to them by mail and the tracking number by *** tracking #1z9e86e79007048840 proof that they received the device they requested in order to credit me what they are still charging me for, this tracking number T-Mobile provided to ship my previous phone to them, so that the credit of $830 as agreed will be credited to my T-MOBILE account )to be applied for the new phone they offered me and they have not yet credited it to my T-Mobile account the amount as they promised and assured $830 the call was recorded by there end and have witnesses when I was on that call with the agents. The transaction of the new phone purchase was made on March 4th, 2025, I paid the upfront cost of taxes and fees of $102.92 as agreed and was agreed by phone with the seller customer agent that $830 will be applied to my account. Now it has been about more then 3 months after and have called them several,several of times and they have not resolved this matter, I even talked to a supervisor ****** on May 9th 2025 (this call as all calls was recorded on there end)and he assured me that this matter was going be be resolved. I have not heard anything from them and or seen my credit applied to my account. Please help me resolve this matter.They just been makeup excuses that keep making time to resolve this matter. I only agreed to the new phone for what they assured me would be credited back to my account. Please,please help me resolve this matter. Thank you. ******* ******

  Business Response

  Date: 07/04/2025

  
  
  July 3, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *********************************************************
  
  Re:      Your File Number: 23501513
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 21, 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 promotional offer.
  
  T-Mobile records confirm that our customer activated a new voice line, took advantage of our Equipment Installment Plan (EIP) and traded in their current handset.  During their purchase, T-Mobile offered our Apple Activate ******** promotion, which allows customers to get the Apple iPhone 16 On Us or up to $830 off other qualifying iPhones (via Fair Market Value + Recurring Device Credits or Recurring Device Credits only) when they purchase on EIP, trade in a qualifying phone, and activate a new voice line on an eligible Go5G rate plan. This offer excludes 55 +,Military, and First Responder plans. Upon review, T- Mobile records reflect that the account was not on an eligible rate plan for the promotional offer and therefore, the account did not meet eligibility requirements.
  
  T-Mobile contacted the customer on June 27, 2025, to address their concerns.  We are pleased to report that we reached an amicable resolution with our customer. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
  
  T-MOBILE ********
  
  
  ******** *********
  Executive Response

  Customer Answer

  Date: 07/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  The representative executive specialist from T-Mobile, ******** called me on 6/27/25 and has resolved this issue with me for my account with ********************** and credited the amount of the $830 it has been applied to my account. This matter has been resolved, thank you so very much. 
  Thank you
  
  

  Sincerely,

  
  ******* ******

• Initial Complaint

  Date:06/21/2025

  Type:Product Issues
  Status:

  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 canceled my account and returned my wifi device on 4/25/2025. I was told that I would receive a refund in 30 days. On 5/20/205 at 1108 AM I spoke with ****** and was told I would receive my refund on 6/15/2025 and it would be credited to my card. On 6/19/2025 at 1115 AM ****** couldn't explain why I don't have my $23.17 refund. He said he would try to manually enter the refund. As of 6/21/2025 I do not have my refund.

  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: 23501474
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 21, 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, our customer’s concerns are pertaining to the refund of their cancelled account’s credit balance. 
  
  Upon review, we found that upon cancellation of T-Mobile service; the account reflected a credit balance after the customer’s final payment. Our records confirm that the customer contacted T-Mobile regarding the refund of their credit balance, and was advised it would arrive via prepaid MasterCard within the next billing cycle. However, to resolve the customer’s concerns a manual submission was escalated to refund the customer’s credit balance back to their card on file. 
  
  On June 25, 2025, our office contacted the customer and was able to confirm that they received the refund on June 24, 2025. 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.
  
  
  Terrance Troy
  Executive Response