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Business Profile

Mobile Phone Service

Metro by T-Mobile

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

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

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    Customer Complaints Summary

    • 4,172 total complaints in the last 3 years.
    • 1,223 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 type

    • Initial Complaint

      Date:06/27/2025

      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.
      On August 1, 2024 I paid $65 to Metro by T-Mobile and signed up for auto pay, under the premise that I was getting 200 GB of cloud storage through ****** one, two Bluetooth speakers, third generation Apple earbuds, anti-glare screen guard and hardshell case (among all the other features that came with the plan that had 200 gigs of cloud storage) for brand new iPhone 15 Pro Max I purchased from ***** to bring with my phone ******* phone number that Ive had for 20 years over to Metro by T-Mobile.Before my second payment of $55.67 was withdrawn from my account on August 30, 2024, I had tried two or three times to install ****** one to no avail I made multiple phone calls to the agent that sold me the plan (********* at one of the Waukegan Locations), And was told to bring the phone in. Over the course of two more months, I went to eight different locations where each ofthem thought they had someone that knew how to install ****** one into a new iPhone 15 Pro Max. None of them were able to dothis! I made multiple suggestions, and finally was told that ****** one could not be installed in an iPhone! Then was told I had to have an android, install ****** one into the android and then be able to use that with my iPhone!On September 29, another $60 was withdrawn from my account from ************************* October 16 I switched back to *******, after being given an invalid transfer pin, and then denied access to *********************** account information I was billed again for another $60 after the account was closed!!The end result was I never received ****** one, nor any of the merchandise promised.Finally getting a hold of someone that claimed to want to refund my money, stated that the pin I was providing was invalid! Its theexact same pen I use on all my accounts! it is impossible for it to be invalid! This company just does not want to pay the money back I was hung up on over a half a dozen occasions!

      Business Response

      Date: 07/03/2025


      July 3, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File No. ********

      To Whom It May Concern:

      Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated June 27, 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 additional accessories,their payment due date, automatic text message notifications for payment, and their ****** One storage membership, which provides free *************************** 200 GB of memory storage for $1.00 per month, with an eligible rate plan.

      It is important to note that the customer states in their correspondence to your office that they purchased an Apple iPhone 15 Pro Max directly from *****, the manufacturer, which they utilized with their ******* service and then with Metro by T-Mobile service.

      Please be advised to activate the ****** One storage membership, we send our customers a registration link to their phone to complete the registration, customers can also activate their membership directly from their My Metro app by tapping plan details and then tapping on, activate your membership, in the ****** One section. Apple iPhone users can also use ****** One membership.  Should customers have issues registering or downloading the ****** app, we do offer troubleshooting steps.  Although the customer completed troubleshooting over the phone and in the retail store, they were unable to enroll the customers ****** One membership. 

      On July 31, 2024, the customer contacted our ************* and asked about their promised free accessories.  ************* advised the customer to return to the retail store for assistance. 

      Please be advised that our Metro by T-Mobile stores are independently owned and operated, and Metro by T-Mobile is solely the service provider.  As such, our ************* does not have the ability to sell or provide any accessories, view any store transactions or have records of any discussions completed in-store. We are not able to substantiate the customers claims that we offered free Apple iPhone accessories that the customer mentions in their correspondence to your office. 
      On July 31, 2024, the account registered their account eWallet,where customers can store a payment method. With a stored payment method, customers can select from their stored payment options when making a one-time payment for a faster experience and reduces errors entering payment details.

      On August 11, 2024, the customer enrolled the account in AutoPay, which automatically deducts the balance owed on the account approximately two to three days prior to the cycle due date using a stored credit card or debit card supplied by the customer.   

      On August 30, 2024, the customer remitted a payment of $55.67 to the account and due to previous prorated charges, the account had a credit balance of $60.00.  The credit balance of $60.00 went towards the next service cycle from September 1, 2024, through September 30, 2024.  We did not find any billing errors on the account.

      Regarding the customersaccount billing, the account cycle day is on the 1st of every month with the due date on the previous day. All months in the calendar end either on the 28th, 29th,30th, or 31st.  Specifically,February ends on the 28th in common years and 29th in leap years, all other months end on either 30th or the 31st.  The customer does receive automated system messages advising the due date, amount, and any changes made in the account. 

      After September 16, 2024,the customer received a text message stating they must pay for their $65.00 Metro ************ plan by September 30, 2024, to avoid service interruption, which was a valid text from Metro.   On October 1, 2024, the AutoPay payment was automatically paid in the amount of $60.00,which included their $5.00 AutoPay discount for enrolling in AutoPay.  The payment was for service for the bill cycle that ran from October 1, 2024, through October 31, 2024.

      On October 16, 2024, the customer submitted a port request with another service provider and the port out failed due to incorrect credentials  On October 30, 2024, the customer called ************* about the failed port out and we advised they would need their Temporary Port out Pin, (TPOP) to complete the transfer. 

      Please note, for customers that are interested in porting their mobile number to another service provider,for security purposes, they must request a TPOP.  A TPOP can be requested through My Metro, the T-Mobile Metro app, or by speaking with our ************* team. 

      On October 30, 2024, the customer canceled their account, when they successfully transferred their mobile number to another service provider. It is our position that the account was billed in accordance with their service plan. 

      Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, *************** is non-refundable (even if returned during the return period or if the account is canceled), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.   Therefore, the customer is not eligible for a refund for service.

      We respectfully decline to issue the customer a refund as we did not find any errors with the account billing.  On July 2,  2025, T-Mobile contacted the customer via email to address 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,

      METRO BY T-MOBILE

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

    • Initial Complaint

      Date:06/27/2025

      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.
      In May *********************** *********** and asked metro employee to start a service for me he was to hook up a 5 g galaxy with unlimited and I was to get plan for $40. I got none of the above there was to be a flat $40 for service but he said could not port my number unless I paid extra $70 he gave me a 4 g ***** and service was not unlimited I went back to store and they did nothing but said they fired the guy because of these kind of things but would not fix his errors. My phone gets text now and then and sometimes calls I have told metro on line in person and phone they have not done a thing to help I found social security called I had appointment and they could not reach me and so my benefits are canceled. Metro still has not fixed anything

      Business Response

      Date: 07/03/2025


      July 3, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File No. 23527642

      To Whom It May Concern:

      Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated June 27, 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 their service, store interaction, and their rate plan.

      Our goal is to provide our customers with the best wireless experience possible,and we are working diligently on network improvements throughout the ********** However, unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors that may interfere with actual service, quality, and availability.  After a thorough review T-Mobile confirmed that the customer lives in a good LTE and 5G coverage area.  However, we found a trouble ticket was filed in the area on June 26, 2025, for issues with the ************ which have been resolved.  In addition, our engineering team found coverage challenges reported in the area. 

      We also reviewed the account usage and found valid incoming and outgoing calls on the account.  We confirmed the customer used a total of ***** GB of high-speed data from April 26, 2025, through June 25, 2025. 

      T-Mobile confirmed that the account is subscribed to our $55.00 for the 1st Month and $50.00 with AutoPay rate plan, which provides unlimited talk,text, high-speed data, 8 GB of hot spot data, and ****** One 100 GB membership. 

      We respectfully decline to issue the customer a refund of $5,000.00 as we are unable to validate that any amount was charged in error at the Metro by T-Mobile retail store.  T-Mobile contacted the customer on July 3, 2025, via phone and email to offer to troubleshoot any service or device concerns. 

      We can also assist our customer with a new rate plan that best suits them or they can use their Metro app to manage their account.  Please note the customers device is still under warranty and they can visit a Metro by T-Mobile retail store for a possible exchange.  Additionally, we provided them with our contact information should they have any additional questions regarding this matter. 

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

      Thank you for bringing this matter to our attention.


      Very truly yours,

      METRO BY T-MOBILE

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

      Customer Answer

      Date: 07/03/2025

       
      Complaint: 23527642

      I am rejecting this response because: it is false you act as if I don't know what I'm talking about about. How about my not getting msg from social security you going to say they are lying?

      Sincerely,

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

    • Initial Complaint

      Date:06/26/2025

      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.
      paying for insurance for 3 years then told to pay for a new phone and submit for reimbursement

      Business Response

      Date: 07/04/2025

       
      July 4, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File No. 23524101


      To Whom It May Concern:

      Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile). As such, ******** provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated June 26, 2025, regarding the account referenced in the above-mentioned file number. 

      T-Mobile regrets any concerns our customer has regarding a claim for their device, and we appreciate the opportunity to respond to this matter. In reviewing this matter, their concerns pertain to a claim submitted through the Assurant and a refund. 

      Please be advised, Metro by T-Mobile is solely the service provider and offers the optional Premium Handset Protection, which is provided by ********, which is a third-party provider. Customers who need a replacement while subscribed to this feature and meet Assurants qualifications of a claim, can obtain a replacement upon payment of a deductible, which varies depending on the handsets make and model. 

      Our customer activated their account in July 2021. Upon review, in June 2022, our customer added a mobile number with the optional submitted device coverage. In June *************************************** the same month our customer contacted our ************* team regarding their claim. At that time, our customer was referred to Assurant for further assistance. As such, T-Mobile recommends our customer continue to contact Assurant at ************** or ******************************************** regarding concerns and the timeframe of their claim, 

      On July 2, 2025, T-Mobile contacted our customer and provided the above information. As such, T-Mobile recommends our customer continue to work with Assurant. 

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

      Thank you for bringing this matter to our attention. Customers may contact ************* either by dialing **************** or 611 from their handsets during the hours of 6am 2am CST.

      Very truly yours,

      METRO BY T-MOBILE

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

      Customer Answer

      Date: 07/04/2025

       
      Complaint: 23524101

      I am rejecting this response because:
      I pay my insurance fee to T-Mobile every month therefore if T-Mobile decides to partner with another company who cannot provide the service I was sold by T-Mobile then it is up to T-Mobile to make the customer whole. I have paid in about $340 for insurance and was offered a credit of $9 by the ******** corporate representative on July 2, therefore she has acknowledged their responsibility and admitted the companies involvement.  I will accept a replacement phone or $340 cash back and at that time I will terminate the insurance from that phone line and purchase my own replacement device. 

      Sincerely,

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

      Business Response

      Date: 07/11/2025

      July 11, 2025

      FILED ELECTRONICALLY

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

      Re: ******** Jones 
      Your File No. 23524101
      Metro by T-Mobile Account: ********


      To Whom It May Concern:

      Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile). As such, ******** provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated July 10, 2025, regarding the account referenced in the above-mentioned account. 

      T-Mobile regrets any continued concerns ******** ***** had regarding their device, and we appreciate the opportunity to respond to this matter.  ******** ***** activated their account on July 16, 2021, and currently has five lines on the account.  It should be noted that the numbers ending in 4125, 0088, 1194, and 5490 all subscribe to the $9.00 Premium Handset Protection (PHP) feature which includes an extended warranty and handset replacement in the event of a lost, stolen, or damaged handset, which is outside of the limited manufacturers warranty.  

      PHP coverage is provided by ************************ (Assurant).  Customers filing a replacement device claim with Assurant will be required to remit payment for a deductible.  Please note, deductibles vary depending on the customers device.  Customers may visit ********************************************* for additional information regarding their coverage.  

      Metro by T-Mobile is the service provider and offers the optional Premium Handset Protection plan, which is administered by ********, an independent third-party company.  Customers who are enrolled in this protection plan and meet Assurants claim requirements can receive a replacement device by paying a deductible. This amount depends on the handset's make and model.  Please note that Metro by T-Mobile and Assurant are separate organizations, each with their own policies and procedures; we do not have access to Assurants records and claims.  For customer convenience, the insurance charges from Assurant are included in the Metro by T-Mobile monthly bill, allowing customers to make a single payment instead of paying two separate companies.

      Although the $9.00 PHP payment may be remitted to Metro by T-Mobile each month, however the funds are provided to Assurant directly.  Therefor any request for refunds should be made with the insurance Assurant.  Furthermore, we are unable to view any claims that are made by our customers or any deductible amounts that are required to complete a claim.  Should Assurant not have the exact device for replacement, typically if they can't provide the exact same model, they will offer a phone of comparable specification, age, or condition.  This could be a refurbished device or a newer model with similar features and value.

      On June 26, 2025, ******** ***** contacted ************* reporting the device was damaged and explained that Assurant was not providing a replacement.  However, Assurant explained that they would refund ******** ***** after they purchased a replacement device as they did not have a device comparable to the one that was insured.  ************* advised they will need to contact Assurant directly as we are not able to assist with this matter.  During this time ******** ***** requested a full refund for the insurance payments remitted since 2022, and ************* respectfully declined. 

      On July 2, 2025, our office contacted ******** ***** and explained the aforementioned.  It was also advised that Metro by T-Mobile is solely the service provider, we are unable to provide additional detail regarding their claim and recommend they continue to work with Assurant.  As a one-time courtesy, our office offered ******** ***** a $9.00 bill credit for one month of device coverage, which was declined.  Please note that this offer was extended solely as a courtesy and does not constitute an admission of liability.  

      After further review, our office respectfully declines to provide a refund of any amount and or a replacement device.  Should ******** ***** have any other concerns regarding their claim, we ask that they contact Assurant for further assistance.  Assurant can be reached at ************** or ******************************************** regarding concerns and the timeframe of their claim and or device replacement.  Should ******** ***** wish to remove the insurance feature on any of their lines, they can do so by contacting ************* over the phone or by logging into the Metro Application or online at ******************************************************************; We regret any frustration this may have caused ******** *****.  

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

      Thank you for bringing this matter to our attention. Customers may contact ************* either by dialing **************** or 611 from their handsets during the hours of 6am 2am CST.

      Very truly yours,

      METRO BY T-MOBILE

      ***** Anglin 
      Executive Response

    • Initial Complaint

      Date:06/25/2025

      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 tried transferring a number from one company to Metro on 5/28. I was charged a $35 activation fee for the new line. The next morning the line was cancelled but Metro did not notify me of the cancellation nor did they refund me. I tried again on 6/18 to transfer the same number and charged another $35 fee even though a representative told me I would not have to pay it again. The next morning the line was again cancelled. No communication or refund again from Metro. On 6/25 I went in store and got the phone transferred over but was charged a $35 activation fee and $5 representative fee. I asked about a billing credit for the previous (2) $35 activation fees Ive already paid and was told by the store manager I would have to call customer service. I called customer service at ****** and was on the phone for over 3 hours trying to resolve this issue as I paid money several times for a service that was not given. Apparently this company knows how to take your money but nobody can seem to credit it back to you if they make a mistake.

      Business Response

      Date: 07/02/2025

      July 2, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File No. 23519523

      To Whom It May Concern:

      Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated June 25, 2025, regarding the above-referenced 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 paid for a line activation. It is important to note that Metro by T-Mobile is a prepaid service, as such the charges due for service are due at the time of the line activation and pursuant to the Terms and Conditions that were agreed upon at the time of activation,

      Pre-paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons. 
      Porting is the process of transferring a phone number from one service provider to another.  Customers initiate a port request by contacting their new provider and providing them the necessary information from their current provider. Once the new provider initiates the port request with the correct required information, the phone number is transferred to the new provider.  Upon completing the port, the phone number is automatically cancelled with the previous service provider.  Please note, a phone number must be in an active or suspended status to process a port-out request.  If a phone number is cancelled before completing a port-out, the line must be reactivated in order to process a port-out.  It is important to note that the if a port in is connected to a new line of service activation, and the port does not complete, the line may be cancelled.

      Please be advised the ************************ (***) has a process in place for consumers who are disputing bank transactions.  The bank or credit card account holder must dispute the unauthorized payment(s)through their financial institution directly. Adherence to the *** process prevents additional unauthorized transactions, enables the financial institution to address the unauthorized transactions fees, and enables the *** to track identity theft occurrences and keep the public informed on new scams.

      It is T-Mobiles position the above-referenced payment is valid.  If our customer wishes to dispute the above-referenced payment further with their financial institution, they may contact their financial institution directly. In an effort to amicably resolve our customers concerns, on July ******, our office applied a credit to their account in the amount of the disputed payments, a voicemail was left for our customer advising them of this.  We regret any inconvenience to our customer.

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

      Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST.  

      Thank you for bringing this matter to our attention.

      Very truly yours,

      METRO BY T-MOBILE

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

      Customer Answer

      Date: 07/02/2025

       
      Complaint: 23519523

      I am rejecting this response because:
      I was charged with times for 1 line to be activated and did not receive a credit for the other two times as metropcs did not port it correctly. 

      Sincerely,

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

      Business Response

      Date: 07/09/2025

      July 9, 2025

      FILED ELECTRONICALLY

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

      Re:      ******* ******
      Your File No. 23519523
                              Metro by T-Mobile Account No. *********

      To Whom It May Concern:

      Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated July 8, 2025, regarding the above-referenced account.  

      T-Mobile regrets any continued concerns ******* ****** may have regarding their account, and we appreciate the opportunity to respond.  On May 8, 2025, ******* ****** activated the mobile number ending in 5790 which was subscribed to our $60.00 per month with AutoPay, $65.00 for First Month, each additional line will have a monthly recurring cost of $35.00.  At the same time, ******* ****** activated the mobile number ending in 3365, which is also enrolled in our optional Premium Handset Protection feature at a monthly recurring cost of $10.00 in addition to the $35.00 monthly recurring charge for service. 

      On May 28, 2025, ******* ****** contacted our ************* team to activate a third line on their account. At that time they paid the $35.00 monthly recurring charge for service for this new line and requested to port in the mobile number ending in 0669.  Regretfully we were unable to port in the mobile number ending in 0669, due to an incorrect account number from the previous service provider, as such the line was systematically cancelled.

      Porting is the process of transferring a phone number from one service provider to another.  Customers initiate a port request by contacting their new provider and providing them the necessary information from their current provider. Once the new provider initiates the port request with the correct required information, the phone number is transferred to the new provider.  Upon completing the port, the phone number is automatically cancelled with the previous service provider.  Please note, a phone number must be in an active or suspended status to process a port-out request.  If a phone number is cancelled before completing a port-out, the line must be reactivated in order to process a port-out.
      On June 18, 2025, ******* ****** contacted ************* team to activate a third line on their account, at that time they paid the $35.00 monthly recurring charge for service for this new line and requested to port in the mobile number ending in 0669.  Regretfully we were unable to port in the mobile number ending in 0669, due to an incorrect zip code for their account with the previous service provider, as such the line was systematically cancelled.
      Further account review indicates that on June 25, 2025 ******* ****** visited a  retail location, and were able to successfully activate the mobile number ending in 0669 on their account, at that time they made a payment in the amount of $35.00 for the monthly recurring charge for service, in addition to the $5.00 payment support fee, that is charged anytime a payment is processed with the assistance of a representative.

      On July 1, 2025, to amicably resolve ******* ****** concerns, our office applied a credit in the amount of $70.00 to their account.  We regret any inconvenience to ******* ******.

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

      Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST.  


      Very truly yours,

      METRO BY T-MOBILE

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

      Customer Answer

      Date: 07/10/2025

       
      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:06/25/2025

      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.
      Charged for a phone we returned when we tried to switch providers they locked us out of our phones and overcharged us before we could use the number, including services not provided. Refused to let us speak with a manager

      Business Response

      Date: 07/07/2025

       

      July 7, 2025

      FILED ELECTRONICALLY

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

      Re:Your File Number: 23516624

      To Whom It May Concern:
       
      T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 25, 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 has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to the return of a T-Mobile handset and Mobile Device Unlock of their devices.

      After a thorough review T-Mobile records indicate our customer took advantage of our Equipment Installment Plan (***) with the purchase of a ******* Galaxy handset.  Our customer was not required to remit a down payment; however, they remitted a payment for the applicable taxes on the full retail price of the device then agreed to a series of 24 monthly installments.

      As of the time of our customers purchase of a new handset, T-Mobile provided a 20-day return period which allowed our customer to use the equipment to see if it meets their needs.  If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable equipment financing agreement entered at the time of the original purchase.  T-Mobile records confirm the returned device was not received at our return center, as such the *** was not closed on the account.  Therefore, our customer remains responsible for their initial *** agreed upon for the device.

      To address our customers concerns regarding two other handsets remaining locked.  Please note Mobile Device Unlocks are available to customers who meet our eligibility requirements, which are available at *************************************************************************************; Our customer contacted our ************* to request a Mobile Device Unlock for their handset.  At which time the customer was advised their devices did not meet all the eligibility requirements due to the account reflecting a past due balance.  However, the customer remitted a payment bringing their account to good standing.

      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 customers recent contact with our *************. 

      Upon receipt of the correspondence from your office, we have confirmed the devices now show fully unlocked.  Regretfully, our office was unable to reach the customer to discuss their dispute with T-Mobile.  However, should the customer have any questions regarding the account, or the information provided, they may contact our office at the contact number provided during our contact attempts.  We regret any inconvenience our customer experienced.

      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:06/24/2025

      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.
      Bait and switch!!In October 2024, we were offered a promotion to receive two new Pro Max Phones and two additional lines at no extra cost; in return of trading our phones in. We accepted this offer. However, the cost they pay for our used phones was not enough, so I paid an additional $740.00 on 10/18/24. As we are on a fixed income, I was reassured that our monthly bill would be $100 as it was before this promotion. Mind you this Representative has only been employed by ******** for one month. However, the current Manager agreed with the promotion.?In November I noticed I was being billed $68.73 for the two extra lines. I went to the Tooele Store on 11/14/24 and was promised a credit of $100 and that my promotion was entered incorrectly and they would correct the promotion. In December I received my bill and again it was incorrect. I went to the ************ on 12/12/24 and spoke to *******. On 12/12/24 I spoke with the new Manager ****. He promised he would cancel these extra charges and stated my bill would be $28 for December. On 1/13/25, I spoke to **** again and he again promised the bill would be corrected and my bill would be $66. The extra lines are still being charged $20.83 per line. Then on 1/23/25 I spoke to **** and was promised yet again the promotion would be corrected and my monthly bills will only be $100. Every month I had to go to the store to get the bill corrected. Then on 5/28/25, I had enough and called Corporate and spoke to ******. She was a waste of my time. I requested a Supervisor and received ******. Another waste of time; as he stated this is the promotion I agreed too. No, I agreed to what the T-Mobile Representative advised me. He was adamant that there was absolutely nothing he could do and to go back to the store I made the promotion with. Since then, the Manager hides in the back room and does not interact with me and my bill is now $168.73. This is definitely a bait and switch situation. I will believing T-Mobile soon!!

      Business Response

      Date: 07/07/2025

       

      July 7, 2025

      FILED ELECTRONICALLY

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

      Re:Your File Number: 23512056

      To Whom It May Concern:
       
      T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 27, 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 discrepancies. 

      After a thorough review, T-Mobile records confirm that the customer activated two lines of service and purchased two handsets using our Equipment Installment Plan (EIP), with no down payments required and taxes on the full retail prices paid upfront for each device.  The agreement included a series of monthly installments over 24 months for each device, and a promotion offering a discount was applied, providing monthly recurring credits if eligibility requirements were maintained.  This promotion required the handsets to be financed through an EIP and activate a new line of service on an eligible rate plan.  This promotion was known as $830 off with New Voice Line and Trade (Apple Activate *********.  Additional payments were later made to reduce the term of both EIPs without affecting the monthly installment amount.  Credits were issued to offset the monthly installment amount, however, records indicate the account was billed accurately and the charges were valid and owed. 
       
      Our office contacted the customer on July 2, 2025, and came to 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:06/24/2025

      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.
      **Subject**: *Fraudulent Misrepresentation and Denial of Refund MetroPCS***Complaint**:On [May 18 2025], I visited a MetroPCS store to replace a defective phone. An employee falsely informed me I had to pay my bill **before** receiving a replacement devicethis turned out to be untrue. Worse, they attempted to overcharge me by approximately **$300**.Immediately after realizing the deception, I left the store and contacted MetroPCS customer support within **510 minutes** to request a refund and report the misconduct. Despite my prompt action, support failed to mention I would need to wait **24 hours** to process a refund, and I also informed them I was switching ************, MetroPCS is claiming they cant access my account to issue a refundeven though the account was active when I made the request. This is not just negligent service; it appears to be **fraudulent misrepresentation** and unjust enrichment.I am requesting:- A **full refund** of the payment made on [May 18 2025].- An investigation into the MetroPCS employees actions.- A formal explanation of why my refund was denied despite prompt reporting and supporting documentation.I have records, receipts, and screenshots available if needed.

      Business Response

      Date: 07/02/2025




      July 2, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File No. 23504717

      To Whom It May Concern:

      Metro by T-Mobile is a brand operated under ***************** (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated June 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 customersconcerns are pertaining to a payment of $100.00 for service. 

      After a thorough review T-Mobile confirmed the payment was required to restore the account from suspension due to non-payment so that the customer could make changes to the account.  Additionally, we regret the customer was not able to receive their warranty replacement. 

      T-Mobile contacted the customer on July 2, 2025, and addressed their concerns via email.  The customer did cancel the account when they transferred their mobile numbers to another service provider.  We did recommend the customer work directly with their financial institution for any payment dispute.  As of July 2, 2025, the account remains canceled with a zero balance Additionally, we provided the customer with our contact information should they have any additional questions regarding this matter. 

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

      Thank you for bringing this matter to our attention.


      Very truly yours,

      METRO BY T-MOBILE

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

      Customer Answer

      Date: 07/14/2025

       
      Complaint: 23504717

      I am rejecting this response because: No they basically said no refund even if it's fraudulent misrepresentation they will not give me my refund.Ive been trying to work with them but they're a company that doesn't like to help the customer or be responsible for there employees mistake.They said they dont do refunds because they are a prepaid company.The way they did me in this situation is unconstitutional.

      Sincerely,

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

    • Initial Complaint

      Date:06/24/2025

      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.
      My account was suspended for non-payment but I paid my bill which is my phone as well as my internet in the amount of $88 on the 5th of June. My service was cut off two weeks later on the 23rd of June. They are wanting me to make two payments in June and when I disputed this and asked for my payment date to be moved to the 5th of July they would not move it. Instead they said they would credit my account for the time that my account was suspended for non-payment. This makes no sense. Why would they pay me for days of suspension for non payment? I need my payment date moved to the 5th of July so that it will be an entire month of service. I am not making two payments in june. I have been a customer with them for 15 years and they will not work with me whatsoever. I'm done with them and finding a new provider. It's unfortunate that they would treat a loyal customer this way. The supervisor I spoke to via chat whose name is Miro was rude and left the chat without even saying thank you or goodbye. Is this the customer service they speak so highly of? It's really pitiful.

      Business Response

      Date: 07/04/2025


      July 4, 2025

      FILED ELECTRONICALLY

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

      Re:     Your File No. 23511285           

      To Whom It May Concern:

      Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated June 24, 2025, regarding the account referenced in the above-mentioned file number.

      T-Mobile regrets our customers concerns regarding the payment options available and their experience with our ************* team, and we appreciate the opportunity to respond.  Upon review, our customer activated their account in September 2012.  The monthly service cycle runs from the 23rd of one month through the 22nd of the following month, with a due date on the 22nd. Please note, we are unable to update the account service cycle unless it is within three days of the requested due date.

      Our records show that a payment was remitted in March 2025, however we have no record of a payment remitted to our customers account in April 2025.  In May 2025, our customer remitted payment which covered the service cycle from April 2025, through May 2025.  In June 2025, our customer remitted a payment which covered the service cycle from May 2025, through June 2025.

      In June 2025, our customer contacted ************* who provided the above information.  Please be advised, ******** makes 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 our customersrecent contact with our ************* team. At that time, our customer would need to remit additional payment to restore their services.  As a one-time courtesy, an account credit was provided.  As of the date of this letter, no payment has been remitted, and our customers account remains suspended for non-payment.

      T-Mobile contacted the customer on June 26, 2025, and provided the above information.  Furthermore, we provided them our contact information should they have any additional questions regarding this matter. 

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

      Thank you for bringing this matter to our attention. Customers may contact ************* either by dialing **************** or 611 from their handsets during the hours of 6am 2am CST.

      Very truly yours,

      METRO BY T-MOBILE


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

      Customer Answer

      Date: 07/04/2025

       
      Complaint: 23511285

      I am rejecting this response because: Once again you all have proven just how much you DONT value your loyal customers. My account is not suspended, I made my payment on the 2nd of July. If you had looked further into my account you would already know this. If you feel the need to post on a public platform that I do not pay my bill that my account suspended I could really care less, that doesn't bother me. What does bother me is the fact that I left out an incident that occurred with my account about a year ago when I had paid my bill in person. My service was shut off two weeks later because an associate at that particular location instead of applying the money to my bill decided to pocket the money and my service was shut off two weeks later. Do you think that I would get a credit to my account for having to put up with this nonsense? Of course not. Yet I did not go on a public platform and air out your dirty laundry regarding that situation. I have worked with you all and have been a customer since 2012. I guess it's my fault for expecting more right? I'm currently looking for another carrier because honestly I've just had it with you all. No appreciation not even an offer for an upgrade, for a month of service.. nothing. You don't even have to respond, I'm done dealing with the issue. 15 years I've been with you all and you couldn't even give me the common courtesy of just moving my payment date I was not looking for anything free I was just looking for my payment date to be moved so that I was able to get an entire month of service like I had paid for because I was in between jobs and really needed that extra week or two and then my payment dates would have been on the correct months. I don't know why you're trying to make it out like you give service and then pay because that's not the way it works. Your motto has always been pay as you go not go as you pay. I'm really just disgusted and disappointed. I have nothing else to say.
      Sincerely,

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

    • 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.
      The sells people's are very deceitful. They are stacking their numbers, using the customers accounts. The store in **************************** and the store in the ****************************** Adding lines to the accounts without the knowledge of the customers. I was on the phone with customer service and the have a recording of the deceptions. The the measure to which they tried to gaslight me. She called the police, once she was caught, she then became the victim. I am waiting for a copy of the report. She took my bill from $35.00 to $122.00 . The measure of the violation done to me was ridiculous.

      Business Response

      Date: 07/01/2025


      July 1, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File No. 23508964

      To Whom It May Concern:

      Metro by T-Mobile is a brand operated under ***************** (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated June 23, 2025, regarding the account referenced in the above-mentioned file number.  

      T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, our customer's concerns pertain to their recent experience with a Metro by T-Mobile authorized dealer. T-Mobile investigated these concerns accordingly.

      Please be advised our Metro by T-Mobile authorize dealers are independently owned and operated,and Metro by T-Mobile is solely the service provider.  As such, we are unable to review the details of or alter transactions completed in-store, and customers disputing an in-store transaction must return to the point of sale for further assistance.  Alternatively, should any changes be required to the account, we encourage our customer to contact our ************* by calling ************** or by dialing 611 from their Metro by T-Mobile handset.

      We appreciate our customer taking time to provide details of their experience with our Metro by T-Mobile authorized dealer location. Please be assured that we value our customers feedback and will utilize this input as we are continually striving to improve the quality of service provided to our customers.  We apologize if any ********************** authorized dealer employee failed in any way to display that during our customers recent visit.  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,

      METRO BY T-MOBILE

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

      Customer Answer

      Date: 07/06/2025

       
      Complaint: 23508964

      I am rejecting this response because:

      Sincerely,

      ******* ********,  believe as a consumer, in obtaining their services. They have a duty to the public, its their responsibility to hire better employees, who will represent **** in the proper manner. For me to accept their response, means that this behavior can and have the potential to replay itself over and over again !!  Not to mention, this is the second time,   I have been   scammed in a PCS Metro store. I walk into an establishment, ,one that has a shared name as  the complaint title, and the best they have to offer is to close my case NO!! Right there is the problem, we the consumer deserves much more respect than that. When we decide to spend  our hard earned monies! Not to mention instead of the salesperson trying to fix the problem, they continued to lie to my face, while they stacked my account. Then to make matters worse, taking no accountability for their actions. They try to gaslight  me. Making matter worse, they called cops on me the victim. I will not and shall not accept that response 

       

    • 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 experiencing significant slowdowns on my Metro by T-Mobile unlimited data plan due to data prioritization practices. At no point did I provide explicit consenteither written or verbalto such data deprioritization, which effectively limits the high-speed data I was promised. ?According to Metro by T-Mobiles Terms and Conditions: ?We prioritize the data usage of our heavy data users, below that of other customers. This threshold number is specified in your Rate Plan; it is also periodically evaluated and may change over time. ?However, my plan was marketed as offering unlimited high-speed data without clearly disclosing any specific threshold after which data speeds would be reduced. The lack of transparency regarding the 35GB threshold for deprioritization is misleading and contradicts the advertised benefits of the plan. ?I urge Metro by T-Mobile to:1.Provide clear documentation of any consent I gave regarding data deprioritization.2.Clarify the specific data usage threshold that triggers deprioritization on my plan.3.Restore the promised high-speed data services as advertised.If these issues are not addressed promptly, I will consider escalating the matter to the Better Business Bureau and the *********************************.

      Business Response

      Date: 07/01/2025


      July 1, 2025

      FILED ELECTRONICALLY

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

      Re:      Your File No. 23508794

      To Whom It May Concern:

      Metro by T-Mobile is a brand operated under ***************** (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated June 23, 2025, regarding the account referenced in the above-mentioned file number.  

      T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, our customer's concerns pertain to data prioritization.  T-Mobile investigated these concerns accordingly.

      While it is T-Mobiles goal and commitment to provide the fastest data speeds in the wireless industry, there are times and places where network speeds can be slowed significantly because network loading is high enough to exceed the available capacity.  In such circumstances,T-Mobile must take affirmative steps to manage the network for the best overall experience of the most customers. T-Mobile wants customers to use and enjoy our services as much as possible, but successful management of our network requires us to prioritize the data usage of customers when the demands for network capacity outstrip the available capacity.

      T-Mobiles records indicate that data usage on our customers number ending in 2678 is very high relative to other customers. As a very heavy user of T-Mobile services, our customers usage may be prioritized below that of other customers in order to facilitate a fair allocation of network resources among all customers when and where network loading is high enough to exceed the available capacity.  Where the network is lightly loaded, a very heavy user, such as our customer, will likely notice little, if any, effect from this lower priority.  However, at times and places where the network is heavily loaded, a very heavy user, such as our customer, can expect to see some material reduction in data speeds. 

      The number of locations where this condition arises is very small and T-Mobile constantly works to improve the network capacity in these areas, but there are limits on how much spectrum capacity is available.  The lower speed that results from heavy network loading is temporary.  When network loading goes down or a very heavy user moves to any area that is less heavily loaded, the users speeds will go up. 

      Should our customer wish to further review the details regarding data prioritization, we encourage them to review our Terms and Conditions of Service found at **************************************************************************************************************************; Our customer may also review additional information in our Open Internet Policy by visiting *****************************************************************************************; 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,

      METRO BY T-MOBILE

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

    Metro by T-Mobile is NOT a BBB Accredited Business.

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