Complaints

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

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• 

  Metro by T-Mobile

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  Metro By T-Mobile - NW Hwy

  2731 W Northwest Hwy Ste 10 Dallas, TX 75220-4788

• 

  Metro By T-Mobile

  4212 Kemp Blvd Wichita Falls, TX 76308-2805

• 

  Metro By T-Mobile - Irving

  2605 W Airport Fwy Ste 1 Irving, TX 75062-6020

• 

  Metro By T-Mobile

  7700 US Highway 19 N Pinellas Park, FL 33781-2799

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: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.

  After I canceled my internet service with T-Mobile, they required me to send the wi-fi device back, which I did. A couple of months later, they charged me $100 due to damage to the device. Before I sent the device, I took a photo. I sent it to them and sent others of a damaged device. I called them to send pictures of the S/N and connecting it to my account, but they could not track the device serial number to my account or if it happened during shipping. I tried several times on the phone and visited the T-Mobile store, but it did not work out. After I disputed, and won due to no response, on my credit card, they charged me a $25 late payment fee.

  Business Response

  Date: 07/02/2025

  July 2, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23503920
  
  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 refund request and a Home Internet Equipment Damage Charge.
  
  T-Mobile records confirm the customer canceled their Home Internet line and returned the gateway associated with the Home Internet line. Furthermore, T-Mobile records indicate upon receipt of the package at the trade-in center and the inspection of the device, it found to have physical damage.  As such, the customer was assessed a Home Internet Equipment Damage Charge.
  
  Please note, the customer disputed the charge with their financial institution, and the charge was reversed to the customers account.  Like other wireless operators and most retailers, T-Mobile assesses a fee if a payment is dishonored or returned.  It should be noted that it is T-Mobiles position the Home Internet Equipment Damage Charge was valid and owed.
  
  Regretfully, our office was unable to reach the customer to discuss the specifics of their dispute 
  with T-Mobile. ******** would like the opportunity to speak with our customer to address their 
  concerns. We request our customer contact our office directly at the contact information 
  provided in our contact attempts.  
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
  
  T-MOBILE USA, INC.
  
  
  ***** ********
  Executive Response

• 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.

  Ive been a loyal T-Mobile customer for over three years. Im writing to express serious concerns regarding ongoing device issues and the lack of effective support Ive received in resolving them.Over the past few months, Ive encountered continuous problems with my iPhone 14 Pro Max. Despite paying for insurance, I have received multiple replacement devices that perform worse than the original phone I returned. I experience constant dropped calls, battery issues, and other functionality problems that impact my daily life.Despite contacting T-Mobile support numerous times, I still do not have a working phone. During a recent call, a representative named **** dismissively suggested I should go to ******* and get a free phone, which I found highly unprofessional and inappropriate. After escalating the call and spending over 90 minutes on the phone, I was offered a promotion for the iPhone 16 Pro Max: $695 device discount $295 trade-in value Remaining balance to be paid over 24 months at ~$36/month Plus a required $380 down payment However, this offer makes little financial sense. If the remaining balance is to be spread across 24 months, its unclear why a $380 upfront payment is being requested, on top of paying my current bill in full before qualifying for the upgrade.When I explained that this was outside of my budget, no alternative solution was provided. Im now back to square one with a non-functional phone, continued insurance payments, and no resolution in ******** concerns are as follows:1. The insurance is not delivering quality or reliable replacement devices.2. **************** has failed to provide meaningful or respectful assistance.3. The upgrade offer lacks transparency and feels financially burdensome.4. T-Mobile seems more focused on payments than resolving customer pain ********* this point, I am requesting direct intervention and a fair resolution namely, a properly functioning phone would I request an excessive amount.

  Business Response

  Date: 07/02/2025

  July 2, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  RE:     Your File Number: 23503688
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 22, 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. In reviewing this matter, the customers concerns are pertaining to their handset. ******** has investigated these concerns accordingly.  
  
  T-Mobile records confirm that our customer is enrolled in our device protection program. With this program,should our customer experience concerns with their handset they may request a replacement to be processed.  In May of 2025 and June of 2025, our customer contacted ************* to request a replacement for their handset as our customer was experiencing concerns with their battery.  ************* processed multiple exchanges, however, the issue remained.
  
  In an effort to resolve our customers concerns, in June of 2025, ************* offered our customer to upgrade their handset and enroll our customer in our $630.00 off with Trade on Go5G Plus First Responder promotion. It is important to note that when financing T-Mobile equipment, in some cases a down payment is needed. The need for a down payment is determined by T-Mobiles internal credit evaluation process. This evaluation considers various factors, such as the customers account history and credit profile with T-Mobile. As a downpayment was needed our customer declined this offer.
  
  T-Mobile contacted our customer on June 26, 2025, to address their concerns. We are pleased to report we have reached an amicable resolution with our customer. Furthermore, we provided them our contact information should they have any additional questions regarding this matter.  
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention. 
  
  Very truly yours,
  
  T-MOBILE USA, INC.
  
  ****** ****
  Executive Response

• 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 used to be a part of Metro but I had left Metro to deal with spectrum now I'm back with Metro my device was stolen and I decided to go into the Metro store to purchase a new phone but I didn't have my old device because it was stolen so I asked the lady to please place my email down so I can get into ****** because I have a two-step verification this lady decides to just totally change my email without my permission or anything she wrote my name wrong okay and she misspelled it and then she asked nonchalant about it like it's nothing I tried to go back and ask her to please change it cuz she didn't refuse Metro doesn't do anything about it I'm just tired of Metro you know they got my name all in the already had an issue with them before for having my information in the black web but now they're still scamming then I found that on top of that that Metro gets paid extra to change up your number or your email. If Metro does not give me back my email address the normal email address that I have not only am I going to take them to court but I'm going to make sure that each and every person does not deal with MetroPCS I'm going to be all over the news my husband just had a stroke and I couldn't even call any of my contacts because of their b*******. I'm done with MetroPCS they're a joke. My original email is ******* ******* oh **************

  Business Response

  Date: 07/01/2025

  July 1, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *****, ID *****
  
  Re:Your File No. 23502333
  
  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 22, 2025, regarding the account referenced in the above-mentioned file number.  
  
  T-Mobile regrets any concerns our customer may have regarding their account, and we appreciate the opportunity to respond.  Upon review, we understand that the customers concerns relate to an incorrect email address associated with their account and their request to update it.
  
  After further review, our office was able to validate on May 27, 2025, our customer contacted ************* and updated their email address to ***************************************.
  
  T-Mobiles account verification policy states that if an account has a PIN/passcode, it is the first piece of information that is requested by ************* to gain access to the account.  If a customer does not remember their PIN/passcode, they can change their PIN/passcode by receiving and verifying a one-time PIN that is sent to their T-Mobile handset or verified email address.  Some customers may also have a security question that they set up and we can ask for the security question answer.  Regrettably, because our customer lost their device, they were unable to receive a one-time PIN (OTP) on their phone.  Furthermore, since an incorrect email address had been added to the account, they were also unable to use their email as a secondary method to verify their account.
  
  Please note, Metro by T-Mobile provides customers with the ability to receive a OTP via SMS to their phone number or to a previously verified email address in order to access their account.  An OTP will be sent either to the customers phone number on record or to the email address that has already been verified.  These options allow us to verify the customers identity by sending an OTP to the verified subscriber email as a first factor of account verification if the customer is unable to receive an OTP via SMS.
  
  It is important to note that the email address can be updated at any time.  A subscribers email that is captured and already associated with an account will need to have been verified at least 2 hours prior, before it can be used to send an OTP for account authentication.
  
  To resolve this matter, our customer can contact ************* by dialing 611 from their handset.  During this process, OTP will be sent to the phone number on their account, and their email address can be updated afterwards.  However, if they are trying to gain access to their Gmail account and the email was set up incorrectly, they will need to contact ****** directly, as we are unable to assist with Gmail account issues.  A customer's Gmail account is separate from their Metro by T-Mobile account.  We recommend that they visit the ****** support page at  *************************** for additional assistance.  We regret any frustration this may have caused.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  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
  

• Initial Complaint

  Date:06/21/2025

  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 bought a device for home internet from a store at ***************************** with the attendant Huan. He informed me that there would be no cost and that we would pay $45 from the second month onwards. I do not speak English and understand little Spanish, I speak Portuguese. He took advantage of my lack of communication and debited $54 from my card. He refused to give me a receipt and is charging me $27 on my T-Mobile account in 10 days. I was scammed. I called, sent messages, asked for help and they refused. The purchase was made on June 20th.

  Business Response

  Date: 06/30/2025

  June 30, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  ************************
  
  Re:      Your File No. 23500649
  
  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 21, 2025, regarding the account referenced in the above-mentioned file number.  
  
  T-Mobile regrets any concerns our customer has regarding their account, and we appreciate the opportunity to respond to this matter.  In reviewing this matter, our customer concerns pertain to a home internet line activation and store experience.  T-Mobile investigated these concerns accordingly. 
  
  On June 20, 2025, our office was able to validate that our customer was able to add a Home internet line that is currently subscribed to the $45.00 Home Internet Unlimited Promo rate plan. 
  
  Furthermore, Metro by T-Mobile stores will gladly assist with customer returns.  Customers can return a Device or accessory (Device) within 14 days of the purchase date of the original Device.  Customers must return the Device with the receipt, in its package, with all contents,undamaged and in good working condition, with no material alterations to the Devices hardware or software.  Returns must be completed at the store where the device was purchased - All returns must be made for reasons outside of warranty issues.  There are no returns, refunds, or credits for prepaid service fees, monthly service, application download, add-ons, and other fees.
  
  This Return Policy is for new device activations only.  Device upgrades are non-refundable and non-returnable, but may be covered by a limited manufacturer's warranty, if applicable.  There are no returns,refunds, or credits for any other item not listed above. 
  
  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, and as such we are unable to view transactions completed at the retail location or provide a receipt for instore transactions.  Furthermore, we are unable to validate that a payment was remitted on June 20, 2025.
  In order to resolve this matter, we advise our customer to return to the retail location to obtain a reprinted receipt.  If our customer wishes to receive a refund and cancel their line of service, they must return to the retail location no later than July 3, 2025, bringing the equipment and the box with all its contents as they are still within the remorse return period, a refund may be issued upon the return of all equipment and packaging. However, if beyond the return period, our customer can also contact their banking institution to dispute the payment. 

  It should be noted that store representatives are not direct employees of Metro by T-Mobile, however,  we still want every customer to have an exceptional experience at all Metro by T-Mobile locations.  We apologize that our customers recent experience did not meet these expectations, and we appreciate their feedback as it helps us improve our service.
  Based on the foregoing, we respectfully request 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.  ********** may also be reached at the address listed below.
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  ***** ******
  Executive Response

  
  

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23500649
  
  I am rejecting this response because:
  Hello, what are they talking about??? At no point did I request the return of the equipment. What I asked for was to be charged correctly, just as I was told in the store.
  
  They told me the equipment was free, but then they charged $54 to my card. After that, they said I would only receive a bill in two months, but now I already have a bill scheduled in less than 20 days. In other words, they lied to us and as soon as we make a purchase, they charge us for things they said they wouldnt.
  
  This company lies and takes advantage of people who dont speak the language.
  
  So, what would your correct response be?
  If I misled you into buying something based on false promises, and then used your documents to charge you for things we didnt agree on wouldnt the right thing be to return your money and cancel the extra charges?
  
  Im going to sue you.
  Sincerely,
  
  ***** *****

  Business Response

  Date: 07/09/2025

  July 9, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  ************************
  
  Re:      ***** *****
  Your File No. 23500649
                          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 7, 2025, regarding the above-referenced account.  
  
  T-Mobile regrets any continued concerns ***** ***** may have regarding their Authorized Retail activation of ********************** and we appreciate the opportunity to respond.  Our records reflect on June 20, 2025, ***** ***** activated the number ending in 3995, which was subscribed to our Home Internet Promo plan at a monthly recurring cost of $45.00.  At that time, they were enrolled in our Home Internet - First Month Free promotion, as such no payment was due for the first month of service.
  
  As we advised in our prior response to your office, Metro by T-Mobile stores are independently owned and operated, and Metro by T-Mobile is solely the service provider, and as such we are unable to view the details of any transactions completed at the Authorized Retail location,nor can we provide refunds for purchases made in an Authorized Retail location. 
  
  ***** ****** service cycle ran from the 11th of one month through the 10th of the following month.  As ***** ***** was enrolled in our Home Internet - First Month Free promotion, their account was billed for prorated charges for the Home Internet line of service in the amount of $31.50 for the service cycle from July 11, 2025, through August 10, 2025.  Future months will reflect the full $45.00 monthly recurring charge for service.
  
  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.
  
  As explained above, we recommend that ***** ***** contacts the store to address any concerns regarding the above-referenced transaction.  If ***** ***** wishes to dispute the above-referenced transaction further with their financial institution, they may contact their financial institution directly.  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
  

• Initial Complaint

  Date:06/20/2025

  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 May 20th I purchased my daughter a new phone from Metro by Tmobile at the Roseville store at Metro by T-Mobile *********************************************************************** I paid $218.92 for the *** K32 5G phone. The service **** told us there was a 30 day warranty. The phone has not functioned properly and continues to freeze and shut off calls. We went in on June 17 within the 30 day warranty period and they told us..."We are sorry, it is a 14 day warranty." The customer *** continually apologized for misinforming us that the warranty was 30 days and said there was nothing they could do. We went back twice. They continued to apologize stating they were sorry but fully admitting they verbally told us the warranty was 30 days but still there was nothing they could do. We would like a refund or credit for a working phone. Since this model had this problem we may want another model but full expect to be able to return this for full credit and not have them simply apologize for their error.

  Business Response

  Date: 07/01/2025

  July 1, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *****, ID *****
  
  Re:  Your File No. 23495339
  
  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 20, 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.  After review, our customers concerns are pertaining to a handset purchase refund.  
  
  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, we are unable to view any transactions completed in-store.  
  
  Upon further review, our customer activated their account on August 26, 2014, and they purchased a new device on May 20, 2025.  It should be noted that the return policy is for new account activations only.  Handset upgrades are non-refundable under this policy but may be covered by a limited manufacturer's warranty provided by the manufacturer of the device.  
  
  As the new device purchase was not associated with a new account activation, the device is not eligible to be returned under the return period.  As such, we respectfully decline our customers refund request.  ********** contacted our customer on June 26, 2025, to apprise them of the information above; however, our efforts proved unsuccessful.  We provided our customer with our Customer Cares contact information via voicemail, should they have further concerns.  
  
  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
  
  ******* Kazusa
  Executive Response
  
  

• Initial Complaint

  Date:06/19/2025

  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 had 6 lines with tmobile and have been a client for 20 years. We decided to switch to ******* considering the poor reception most of our phones had in our areas. On May 17th we ported over 5 lines of this account, 1 was not because my daughter, whose line it was, was out of town. She tried to port her line the following week on the 23rd of May and had issues. We tried to rectify these issues but were unable to. As a result of the incompetence on the T-mobile side we got her a new number from *******. I recieved a bil for the billing period of May 5 to June 4 for the full amount of our monthly bill. The following day I called T-mobile to clear up this issue. There were charges for 3 devices I owed money on, their insurance and monthly service. I found out the one line ( the 9016 line of my daughter) was not cancelled even though it should have been. I spoke with a Jamere H on the 8th of June after I received this bill and he said this would be cancelled and I may owe $90 for the month of June but I should not pay it. I spoke with Maca tonight to pay off the device cost we owed, and tried to speak with her about the 9016 line to be canceled and asked for a prorate on the bill for May since we only used the service for 12 days of the cycle. She told me that anything over 14 days they bill for the whole cycle. I informed her 12 days is less than 14 and I would pay 40% of the existing bill and nothing after the 4th of June since the one line that was still active ( the 9016 line) was not on their service, used no data or anthing and should have been canceled for a month. I should be responsible for 40% of the $335.74 approxiamately 135. I would pay this and have them out of my life. and that will should satisfy this account entirely. Whatever is due after June 4th I should not be resposble for and will not pay.

  Business Response

  Date: 07/01/2025

  
  
  July 1, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23494690
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 19, 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 issues with porting out their final voice line and being charged their full monthly recurring charges after a mid-cycle port out.  
  
  After a thorough review T-Mobile confirmed that the account had six voice lines. Our review found that the customer cancelled five voice lines by porting them out to another service provider.  At a later date, the customer contacted ************* for a new Temporary Port Out PIN to port out their final voice line. Regrettably, the port out was unsuccessful.  As such, the customer requested cancellation of the voice line after remitting a payment for their remaining device balances.  ************* advised that the customer would be responsible for monthly recurring charges for the full billing cycle.
  
  T-Mobile contacted the customer on June 23, 2025, regarding the matter and reached an amicable resolution.  Additionally, we provided them our contact information should they have any additional questions regarding this matter.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
  
  *****************
  
  
  ***** *****
  Executive Response

  Customer Answer

  Date: 07/02/2025

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

  Thank you for the timely resolution Devin I appreciate your help in the matter. 

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/19/2025

  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 am filing a formal complaint against Metro by T-Mobile, the company I pay for mobile service and device insurance. ********************** uses ******** as its exclusive insurance provider. Due to their mishandling of my claim, Ive been left without a phone, reimbursement, or clear communication for over 20 days.On June 1, 2025, I filed a claim with Assurant for a defective iPhone. After no reply within 36 hours, I contacted them via chat. I was told they had no replacement devices and could only offer a reimbursement of up to $1,599 (minus deductible) if I purchased a new phone and sent them the defective one.On June 5, I received a shipping label. On June 6, I shipped the defective phone and submitted all required documentation, including the **** tracking number and purchase receipt for the new phone.**** showed the device would arrive by June 14, but Assurant gave no update. On June 18, tracking confirmed delivery to **********, **, yet ******** claimed it was not received because it hadnt been scanned. They said scanning could take 35 business days, and only then would the 10-day reimbursement process begin.On June 19, a Metro supervisor admitted they couldnt assist or credit me and told me to mail a letter to a P.O. Box in ******* is no digital complaint process.Due to uncertainty around the reimbursement, I did not open the new $1,399 phone I purchased and I was forced to return and repurchase the phone to extend the return window due to lack of resolution. My claim status still shows as "initiated" with no progress.This situation has caused financial strain, communication hardship, and emotional stress. I did everything asked of me, and yet Im left without a phone or support.I ask the BBB to hold Metro accountable for the failures of their chosen provider and to ensure customers are treated with fairness and urgency.

  Business Response

  Date: 07/01/2025

   
  July 1, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:      Your File No. 23493622
  
  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 19, 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 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. 
  
  Upon review, our customer submitted a claim in June 2025.  In the same month our customer contacted our ************* team regarding their claim.  At that time, our customer was referred to Assurant for further assistance.  Thus, T-Mobile recommends our customer continue to contact Assurant at ************** or ******************************************** regarding their concerns and the timeframe of their claim.  We regret any inconvenience to our customer.  
  
  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: 07/02/2025

   

  To Whom It May Concern,

  I am writing in response to Metro by T-Mobiles message regarding my BBB complaint #********.

  I respectfully disagree with their position and consider their response unsatisfactory.

  While I understand that the device protection program is administered by ********, I did not choose Assurant independently. I am a customer of **********************, and they are the ones who sold me and charged me for this insurance through my phone plan. As such, Metro is responsible for the third-party services it provides, especially when no other option is given to customers.

  When I needed help, ********************** only left me a voicemail referring me back to Assurant. They offered no follow-up, no active support, and no responsibility. I spent over three weeks without a working phone. I had to buy a $1,500 replacement device out of my own pocket while receiving no updates on the status of my claim unless I reached out first.

  Additionally, my phone line remained active and paid throughout this time, despite not having a working device. I was still being charged for a service I could not use.
  As of today, July 3, I have been informed that a reimbursement check for $1,289.94 has been approved, but I have not received it yet. More importantly, this does not undo the financial, emotional, and logistical stress caused by the delay, the lack of communication, and Metros unwillingness to take accountability for a service they endorse and charge for.

  The online claim status remained marked as initiated for weeks, with no updates unless I repeatedly followed up. Metro by T-Mobiles response to the BBB shows no intention of changing how they handle these issues or supporting customers when third-party providers fail them.

  Therefore, I request that my complaint remain open and unresolved. I am not simply seeking a refund Im asking for accountability, transparency, and change in how Metro communicates with and supports its customers.

  Sincerely,
  ****** *******

  Business Response

  Date: 07/09/2025

   
  July 9, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:      ****** *******
  Your File No. 23493622
  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 ****** ******* has regarding their claim for their device, and we appreciate the opportunity to respond to this matter.  As previously mentioned, 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. 
  
  Assurant is a third-party provider, allowing customers to initiate insurance claims should they experience loss, theft, accidental damage, all of which are activities that are not covered within the limited warranty.  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. 
  
  On May 26, 2024, ****** ******* activated their account and has four mobile numbers ending in 1718, 6269, 1718 and 2493.  On June 1, 2025, ****** ******* submitted a claim on the mobile number ending in 2496 on an Apple iPhone 14 Pro Max handset.  On June 18, 2025, ****** ******* contacted our ************* team regarding their claim.  At that time, ****** ******* was referred to Assurant for further assistance.  
  
  On June 25, 2025, our office contacted ****** ******* regarding their concerns and referred them to Assurant as we previously stated, we do not have access to claims submitted through Assurant.  Furthermore, we provided ****** ******* our contact information should they have any additional questions regarding this matter.   On July 2, 2025, ****** ******* activated an Apple iPhone 16 Pro handset.
  
  With regards to service charges, it should be noted that per our Terms and Conditions available at *******************************************************************************;
   
  Amounts paid for service charges are non-refundable.  If your service is terminated for any reason and you have a positive balance in your service account or in your ******************************************* connect account, you will not be entitled to receive any refund.
  
  On July 9, 2025, T-Mobile contacted ****** ******* and advised they would continue to work with Assurant at ************** regarding their concerns of their claim.  Please be assured that we value customers feedback and will utilize this input to improve our training and processes as we are continually striving to improve the quality of service provided to our customers.  T-Mobile regrets any inconvenience to ****** *******.
  
  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
  
  

• Initial Complaint

  Date:06/19/2025

  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.

  Assurance Claims Department/MetroPCS by T-Mobile as charge me for three phones and have set up for three phone accounts and changed my pin number and they changed now l have three phones and only one work with no insurance on the phone after twenty years of service.

  Business Response

  Date: 06/30/2025

   
  June 30, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:      Your File No. 23492924
  
  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 19, 2025, regarding the account referenced in the above-mentioned file number.
  
  T-Mobile regrets any concerns our customer may have experienced regarding their accounts, and we appreciate the opportunity to respond.  In reviewing this matter, we have determined the customers concerns pertain to handset purchases and associated charges.  
  
  Our customer activated one account in September 2021.  In January 2025, our submitted a handset claim through Assurant for their handset.  In May 2025, our customer contacted our ************* team and removed the optional device protection feature from the account.  
  
  
  Please be advised, Metro by T-Mobile is solely the service provider and offers several optional device protection features, for which coverage is provided by our third-party partner, Assurant.  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.   As such, in May 2025, our customer was referred to Assurant for further assistance regarding their claim.
  
  As Metro by T-Mobile is solely the service provider,  handset upgrades must be completed in store.  Please note, our Metro by T-Mobile online website is for customers who wish to add a new line to their existing account or for new customers wanting to activate service.  In June 2025, our customer contacted ************* and purchased a new device.  Upon receipt of the device, our customer contacted our ************* team to activate the device.  At that time, a new account was activated.  We are unable to substantiate that a request to add any device protection features  was received at the time of activation. 
  
  T-Mobile thoroughly reviewed our customers accounts, and we are unable to substantiate any unauthorized account access or changes have occurred.  Furthermore, we have no record of any additional accounts activated for our customer with the information provided to your office.  As such, T-Mobile recommends our customer continue to contact Assurant at ************** or ******************************************** regarding their claim.  Should our customer wish to add the optional Premium Handset Protection to their new account, we recommend they visit a Metro by T-Mobile store for assistance.  The nearest store can be found online at *******************************************************************; We regret any inconvenience to our customer.
  
  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
  
  
  

• Initial Complaint

  Date:06/19/2025

  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 Tuesday the 17th I received the following advertisement via text.Metro by T-Mobile: We've got a FREE phone upgrade for you! Simply drop into your local Metro store to claim yours. While you're there, make sure to ask how **** plans get you the same great deals as new customers. PLUS, participate in TODAY's T-Mobile Tuesday swag giveaway! Get your phone: ******************************************************************************* When I went to the Metro by T-Mobile store they refused to honor the advertisement I even called customer service and spoke with the supervisor who then spoke with the employees and they still refused to honor to advertisement, all I'm simply asking for is that the advertisement to be honored as it's written nothing more nothing *********'s the information for the store that I visited it was around 4:00 in the afternoon on Wednesday the 18th the females that were working were condescending and basically lied to me.********************************** ***************

  Business Response

  Date: 06/30/2025

  
  June 30, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  ************************
  
  Re:      Your File No. 23491489
  
  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 19, 2025, regarding the account referenced in the above-mentioned file number.  
  
  T-Mobile regrets any concerns our customer may have experienced regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, our customers concerns pertain to a promotional offer.  T-Mobile investigated these concerns accordingly.
  
  Please be advised, on June 17, 2025, Metro by T-Mobile notified select existing customers of an exclusive offer available via our T-Mobile Tuesdays application, wherein qualifying customers could receive a free ******** Moto G 5G 2024 or ******** Moto G 5G 2025 handset.  Selected customers qualified for this promotional offer by current enrollment in or by changing to our Metro Starter or Metro Unlimited rate plan and was redeemable in-store only during the promotional period. Please note, this offer ended on June 19, 2025, and is longer currently available.
  
  It should be noted that our Metro by T-Mobile authorized dealers are independently owned and operated, and Metro by T-Mobile is solely the service provider.  As such, Metro by T-Mobile is unable to review the details of in-store transactions.  Furthermore, not all Metro by T-Mobile authorized dealers may not participate in certain offers. 
  
  Regrettably, as detailed above, the promotional offer described is no longer available.  Should our customer wish to review alternative upgrade options available for purchase,we invite them to visit a nearby Metro by T-Mobile authorized dealer.  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
  

• Initial Complaint

  Date:06/18/2025

  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 was offered a free phone by text messages as an upgrade. For being a loyal customer. The agent told me I had to change services to T-mobile when the text said no such thing

  Business Response

  Date: 06/28/2025

  
  June 27, 2025
  
  FILED ELECTRONICALLY
  
  Better
  Business Bureau
  12639
  W Explorer Dr, Ste 200
  Boise,
  ID 83713
  
  Re:      Your
  File No. 23489861
  
  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 18, 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 customer’s concerns are pertaining to a
  text message they received stating that they qualify for a free device. 
  
  Please
  be advised, on June 17, 2025, Metro by T-Mobile notified select existing
  customers of an exclusive offer available via our T-Mobile Tuesday’s
  application, wherein qualifying customers could receive a free Motorola Moto G
  5G 2024 or Motorola Moto G 5G 2025 handset.  Selected customers qualified
  for this promotional offer by current enrollment in or by changing to our Metro
  Starter or Metro Unlimited rate plan and was redeemable
  in-store only during the promotional period.  Please note, this offer ended
  on June 19, 2025, and is no longer currently available.   
  
  We
  respectfully decline to provide compensation as the customer did not want to
  meet the promotion requirements.  T-Mobile
  contacted the customer on June 25, 2025, and addressed 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
  
  Ligia Montoya
  Executive Response