Business Profile
Mobile Phone Service
Sprint Now Part of T-MobileHeadquarters
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Complaints
This profile includes complaints for Sprint Now Part of T-Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,179 total complaints in the last 3 years.
- 1,258 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/22/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
T-mobile has charged me for two lines that I have never purchased or used for over two years. I recently discovered this on my bill. I requested cancellation of both lines and they will not provide me with a refund even though they agreed to a refund when I called them on 8/13/25 to cancel the lines. The amount they owe me for the two lines is close to $1000. They stated that I bought a phone and received a free line (but the free line was being charged). There is no universe where I would buy a phone to get a free line that I would never use.Business Response
Date: 10/01/2025
October 1, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23920185
To Whom It May Concern:
T-Mobile ********. (T-Mobile) is in receipt of your correspondence dated September 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 billing dispute.
Our records reflect in July 2023, our customer agreed to the activation of two voice lines on the account, one of which was enrolled in our 2023 Line On Us P12 promotion which provides a monthly bill credit while maintaining eligibility. At the time of activation, our customer utilized our Equipment Installment Plan (EIP) for the purchase of two ******* Galaxy A54 handsets, associated with the new voice lines mentioned above. Both of the handsets were enrolled in our 2023 ******* Activate P10: $99 A54 5G with New Voice Line promotion, which provided a monthly bill credit, while maintaining eligibility for the duration of the 24 month EIP term. T-Mobile considers the charges of the lines valid. In early September 2025, both of the line activations mentioned above were cancelled at our customers request.
********** contacted our customer on September 30, 2025, and advised them of the above information. ********** reached an amicable resolution with our customer. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
****** Chavez
Executive ResponseCustomer Answer
Date: 10/01/2025
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:09/20/2025
Type:Service or Repair IssuesStatus: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 went into the **** store to replace a phone that I had accidentally dropped in a sewage drain and was unable to retrieve. I spoke to the manager by the name of *******. He said that they had a promotion going on and I told him that I actually wanted to see if I could lower my bill which averaged between about $225-$240. He explained that he would give me two free lines(business lines), added to the primary line ending in 0624 and 6454. He said that since I was a teacher, I could give my students parents my business number, so that I could keep my primary number private. Yansley said that both lines would be on the same phone, which would be the iPhone 16 plus, two lines on my phone and two lines on my sons phone. The two free added lines were a promotional offer for purchasing the iPhone 16 pluss. He also said that we would be able to buy one Apple Watch and get another for free. Since visiting the store in March of this year my bill more than doubled. I went back to the store many times and Yansley and Dre, who was recently caught on camera stealing from the mall he worked in, had me sit in the store while they called customer service and pretended to be me and tell them that I had several children to care for and was not able to pay my bill. **************** would then provide credits to the account or push the payment date back. These two workers lied and misled me, and I have had to pay for service that I did not want or ask for. My service has even been suspended because I could not afford to pay the bill. I was informed by the new manager that Yansley was sent to another location which is completely unacceptable. I called customer service yesterday, September 19th, hoping to get some help once again with my bill. I spoke to someone named ******* who was more concerned about being knowledgeable about a situation that she did not understand. When I told her that I had filed a complaint with the ****************, she said that it wasnt possible that I hadBusiness Response
Date: 09/24/2025
September 24, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23913213
To Whom It May Concern:
******************(T-Mobile) is in receipt of your correspondence dated September 21, 2025,regarding the account referenced in the above-mentioned file number.
Our review of the customers complaint indicates that their concerns are pertaining to an AT&T account not a T-Mobile account. As such we respectfully request you forward this correspondence to AT&T for further investigation and response.
On September *******, our office contacted the customer and confirmed that their complaint was intended for AT&T. They confirmed that they do not have any concerns pertaining to a T-Mobile account.
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 ResponseCustomer Answer
Date: 09/24/2025
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 because the complaint was sent to the wrong company. This was a complaint that was filed against AT&T. Not T-Mobile. Please forward this complaint to AT&T. Thank you.
Sincerely,
Topaz **********Initial Complaint
Date:09/20/2025
Type:Service or Repair IssuesStatus: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 opened an account with 4 lines. Months later 1 phone was shut off due to no payment, further investigation into the problem there was a fraudulent account that was created at the store with 1 of the 4 phones on it including 3 others that didn't exist. Disputed the issue with tmobile over several months it was supposed to be resolved. It is now showing on my credit report for collections. I have tryed everything they asked me to try to right this wrong with no resolution. I've spent multiple hours on the phone with customer support to be told I cant do anything because I have none of the information for the account. How could I? It wasn't me that set anything up all I had was my own information name, dob, ssn. I was instructed to go to the store to get it resolved, I did and was there 5 hours the first time the second time was 4 hours I am now being instructed to go to the store a 3rd time for God only knows the amount of time. I would prefer they just fix the problem and possibly void my current contract and allow me to find a company that can provide me cell phone service without the absolute nightmare of service this switch has become. I tryed to do this the right way, with no resolve whatsoever just another instruction to waste another day at there store where this all started for who knows how long and in my exsperience to achieve nothing and be back in the same circle in a few months.Business Response
Date: 09/29/2025
September 29, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23910850
To Whom It May Concern:
******************(T-Mobile) is in receipt of your correspondence dated September 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. In reviewing this matter, the customers concerns are pertaining to two accounts that were set up with T-Mobile. They also indicated that one account was cancelled for non-payment and the balance was referred to a third-party collections agency. T-Mobile investigated these concerns accordingly.
After a thorough review T-Mobile records confirm in February of 2025, two accounts were activated under our customers name, each account had four voice lines. In April of 2025 one of the customers accounts was cancelled due to non-payment. In March of 2025, our customer contacted ******** regarding their cancelled account. Regrettably,records indicate that our customer was unable to verify their account PIN. As a result, our customer was advised that they would need to visit a retail location with identification to verify account ownership. Our records reflect in June of 2025 the account was referred to a third-party collections agency for further collection attempts.
On September 23, 2025, our office spoke with our customer and addressed their concerns. We are happy to report T-Mobile and our customer were able to reach 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,
******************
**** *******
Executive ResponseCustomer Answer
Date: 09/29/2025
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. They have assured me that the invalid account would be taken care of and removed from my credit report within 60 days. Thank you for the help, BBB, and *** from T-Mobile.
Sincerely,
****** F*****Initial Complaint
Date:09/18/2025
Type:Customer Service IssuesStatus: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 closed my T-mobile cell phone account July 1st and paid in full the amount due at closing rather than prorate, which went through July 8th ($467.61) However, t-mobile has continued to charge and take auto pay as of August ($504.41)and September ($243.41). I need them to pay back what they took out and find out how to stop their auto deduction. Former account number is included below. Ive gone into a local store but they were unable to help.Business Response
Date: 09/25/2025
September 25, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23900944
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated September 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. In reviewing this matter, the customers concerns are pertaining to their billing.
approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. As our customer authorized *******, it is T-Mobiles position that the final two payments debited were authorized.
After a thorough review, ******** has confirmed the customer had nine voice lines of service and seven of the mobile numbers were transferred to another service provider, July of 2025. Please note our customers account was enrolled in *******. AutoPay automatically deducts the balance owed on the account. We have no record of our customer contacting T-Mobile to request the cancellation of their remaining lines of service.
T-Mobile records indicate our customer took advantage of our Equipment Installment Plan (EIP) for the purchase of a handset. If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement.
On September 19, 2025, our office contacted our customer, cancelled the final lines of service, and provided our customer with an amicable resolution. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
*** *****
Executive ResponseCustomer Answer
Date: 09/25/2025
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 re: their proposal. However, if another auto deduction happens, I will follow up with BBB.
Sincerely,
******* ********Initial Complaint
Date:09/15/2025
Type:Service or Repair IssuesStatus: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 closed my **** wireless account moved my cell phone numbers to my new carrier, after a month one phone number ***********) was moved back to **** and my debit card and account (ending ***** is being charged. I did not authorize this nor is my old phone number attached to a phone number that I hold. I have the phone number ***********) that my old phone number is now attached to and the first inital and last name (J Momspoke) of the account holder but **** will not provide me any information until I pay the outstanding bill. I walked into the physical store to discuss this fraud and called on the phone for them to tell me that I had to fill out forms on-line. No one wanted to help with the issue they only wanted to get a payment in full before they would continue a dialog.I have attached my port out email from **** to prove that I did in fact move my phones. I have also included the most recent bill they have emailed me.Business Response
Date: 09/20/2025
September 20, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23888661
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated September 15, 2025, regarding the above-referenced file number. ?
Upon review, T-Mobile has confirmed that the complainant is not a T-Mobile customer and may be an AT&T customer. We respectfully request you forward this correspondence to AT&T for further investigation and response.
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,
******************
**** **********
Executive ResponseInitial Complaint
Date:09/15/2025
Type:Customer Service IssuesStatus: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 had a home internet account with T-Mobile, account #******************** closed this account on 6/29/2025, returned all equipment, and received a balance refund of $20.78 on 08/24/******* by now the account is permanently closed and has a 0 balance. Yet, ******** continues sending me emails. The latest arrived on 9/14/2025 and states: "Canceled account ending in: 6162ALEKSANDR,This is a reminder that your bill is past due.Your balance is $0.00"While clearly there is nothing to be paid (the balance is 0), they consider the bill past due because of an apparent glitch. I don't want this glitch to cause them to report to the credit agencies a past-due account. I called customer support and asked to correct the issue, but was not successful so far.Business Response
Date: 09/16/2025
September 16, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23884121
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated September 14, 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 revised billing statement sent via email and account being reported to the credit bureaus and negatively impacting their credit.
Please be advised although T-Mobile does not report information directly to any of the credit bureaus, the third-party collection agencies to which accounts are assigned may do so. The account may be reported to the credit bureau while a balance remains outstanding.
It is important to note as our customers account was activated with a non-voice line and unable to receive ******************* they were required to provide an email address for billing notifications. After a thorough review of the account our customer had a credit balance as of their August 12, 2025, billing statement in which was refunded on August 23, 2025, updating the balance to zero. As there was a change in the customers balance T-Mobile was liable to notify the customer of the balance change and therefore was notified via email with the billing statement dated September 12, 2025. Please note, as the account is cancelled and there is no credit or outstanding balance our customer will not receive another billing statement moving forward unless another balance change occurred.
T-Mobile contacted the customer on September 16, 2025, and addressed their concerns. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
******************
**** *******
Executive ResponseInitial Complaint
Date:09/15/2025
Type:Customer Service IssuesStatus: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.
On 8/8/25 I signed up for the Experience Beyond w/ **************** plan. ******** changed my plan to the experience more plan without my consent when they added my 3rd line. T-Mobile customer support refused to fix the plan without charging me extra fees to correct T-Mobiles mistake.Business Response
Date: 09/20/2025
September 20, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re:Your File Number: 23884120
To Whom It May Concern:
*****************. (T-Mobile) is in receipt of your correspondence dated September 14, 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 rate plan change that removed their Military savings.
After a thorough review, T-Mobile confirmed that the account was activated with two voice lines on our Experience Beyond with **************** rate plan. The customer took responsibility for a third voice line via a Change of Responsibility (COR). Our review found the customer purchased two new handsets on our Equipment Installment Plan (EIP) via a T-Mobile retail location. During this interaction, the rate plan was changed to our Experience More rate plan. The customer worked with our ************* Team to change the rate plan back to our Experience Beyond with **************** rate plan beginning their next billing cycle.
T-Mobile contacted the customer on September 19, 2025, and addressed their concerns. T-Mobile was able to reach an amicable resolution with the customer. 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 ResponseCustomer Answer
Date: 09/23/2025
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:09/15/2025
Type:Billing IssuesStatus: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 my elderly mother's durable power of attorney. She lost her cell phone in the May 2025 timeframe, but did not inform me until early August. After purchasing a Raz phone I attempted to stop the old phone and initiate the new. They would not recognize the *** and only wanted to talk to my mother (in rehabilitation) on her lost phone. She has reduce mobility due to a broken hip and has declined cognitively, therefore is not capable to log-in through the internet. They now accepted my as a ***, but will not cancel her service. I will be force to dispute the autopayments through her credit card company. Since the phone is lost, it takes medical transport to get to their store which will be futile because she also lost her state ID, and she never set-up her internet account, we are unable to cancel he account and T-Mobile promises to bill her monthly.They have a broken system in regards to the aging and their caregivers, and the staff appear to be incapable of providing alternate routes to address the situation. If this fails, I will be forced to dispute the charges and/or follow-up through the ************************************.Business Response
Date: 09/23/2025
September 23, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23883881
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated September 15, 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 account access and changes.
In September of 2025, T-Mobile records show that our customer was designated as a Power of Attorney and an authorized user on the account. T-Mobile takes account security seriously and is committed to enhancing the protection of our customers' accounts. As part of this commitment, beginning March ******, T-Mobile implemented Two-Factor Authentication (2FA) for postpaid account verification. This security measure requires customers to verify their identity using two distinct factors, which may include the account PIN/passcode and a one-time PIN sent to their device. If a customer is unable to receive the one-time PIN, they must visit a T-Mobile retail location with a government-issued ID to verify their account before access can be granted.
On September 17, our office contacted our customer to address their concerns, and we continue to work with them to complete the requested account changes. 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,
******************
***** *******
Executive ResponseCustomer Answer
Date: 09/23/2025
Complaint: 23883881
I am rejecting this response because: I understand and appreciate their efforts to implement 2-factor authentication, and the contacted me and have been very courteous. We have come to an agreement on an acceptable path forward. However, it will take some time to straighten out the financial aspects. I am very optimistic this will be resolved in an agreeable manner for both T-Mobile and myself, but it has not been fully resolved, yet.Sincerely,
**** ******Initial Complaint
Date:09/14/2025
Type:Customer Service IssuesStatus: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 recently received a direct mail advertisement from T-Mobile (attached). I brought the mailing into the T-Mobile store in ***********, ** on 9/5/25. The salesperson assured me I would receive the offer as stated (including the $300 virtual Mastercard) if I signed up for the "All-in" package of T-Mobile home internet. I agreed to that and he gave me the equipment. I was given 15 days to decide if I wanted to keep it. On 9/8/25 I went back to the same store and talked with the same salesperson and told him I would like to sign up for the service. I inquired about the $300 Mastercard, and he said I would need to call T-Mobile to get that submitted, He gave me their customer service number. On 9/11/25, I called the number and spoke to a representative regarding the $300 Mastercard. After looking into it, she informed me that the card was only available to customers who signed up online, not in a store. I told her that is not stated anywhere on the mailing, and that is not what the salesperson at the store told me. Had I known that, I would have signed up online and not in a store. The representative told me she couldn't do anything about it, even after I told her that this is false advertising and that I would consider cancelling their service and reporting this to the BBB. I asked about lowering my price to make up for the $300, and she said she couldn't do that either. I went back to the store again, and informed the same salesperson what happened. He was surprised and apologized, but said he couldn't do anything to help me. I would like T-Mobile to either process the $300 Mastercard, or credit my account to make up for the $300.Business Response
Date: 09/25/2025
September 25, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23880508
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated September 12, 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 rebate promotion, which was offered upon activating T-Mobile Home Internet service.
Upon review,T-Mobile records reflect that in September of 2025, our customer visited a retail location and activated a new account with one T-Mobile Home Internet line of service. After activation, the customer contacted our ************* team and attempted to participate in a rebate offer available to customers when activating a new Home Internet line of service. Once approved, the rebate is provided via a virtual prepaid Mastercard. During this conversation, the customer was advised that a rebate submission would be denied, as the promotion required the line to be activated through our online channels.
On September *******, our office contacted the customer and was able to come 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,
*****************
******* ******
Executive ResponseCustomer Answer
Date: 09/25/2025
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:09/13/2025
Type:Service or Repair IssuesStatus: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 recieved a text saying that the protection was moved from my phone. I did not authorize this removal. When I called the number, I could not get anyone to assist me. When I clicked the link it just took me to a sales promotion. Why is it that ******** has removed this service from my plan without my authorization and why am I being taken in circles to get this corrected? Is this a way for them to alter my phone plan? Now when I re ad the protection back, I will then be asked to pay more or change my plan? I would like my plan to go back to what it was before this change was made without my authorization.Business Response
Date: 09/22/2025
September 22, 2025
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
Re: Your File Number: 23879948
To Whom It May Concern:
******************(T-Mobile) is in receipt of your correspondence dated September 14, 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 tour optional Protection 360 feature.
Please be advised that customers have the option to subscribe to T-Mobiles device protection plan provided by Assurant, Protection 360, during a qualifying event such as the purchase of a new device. Our records confirm that the customer's mobile number was subscribed to Protection 360 Tier 5 feature. It is important to note that T-Mobile offers device protection plans to customers nationwide; however, certain plan terms must be tailored to comply with state-specific laws and regulations. On September 12, 2025, the device protection coverage on the mobile number was modified from Protection 360 Tier 5 to New York Protection 360 Tier 5, at the same monthly cost. In this instance, the standard Protection ************************************************************************************* the State of *********
Customers are encouraged to review additional information regarding Protection 360 at ************************************************************************************************ the most detailed information on the features and coverage applicable to a specific customer and their program,including any state-specific differences, customers are encouraged to review their policy at **********************.
Our office contacted the customer on September 18, 2025, regarding the matter, and we confirmed that their concerns were resolved. 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,
******************
******* *****
Executive Response
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