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 Find Local Branches.

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• 

  Sprint Now Part of T-Mobile

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  Sprint Now Part of T-Mobile

  6391 Sprint Parkway Overland Park, KS 66251

• 

  Sprint Now Part of T-Mobile

  2506 Crossing Cir Ste C Traverse City, MI 49684-7955

• 

  Sprint Now Part of T-Mobile

  510 S Clinton St Grand Ledge, MI 48837-2296

• 

  Sprint Now Part of T-Mobile

  1886 14th Ave Vero Beach, FL 32960-0620

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:12/01/2025

  Type:Customer Service 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 have uploaded my complaint letter from the services that I enrolled in starting June 2025. I was given false information, I was overcharged, I was belittled saying I never pay my bill on time and I never received the rebate they advertised sucking me into this mess for services that barely work.

  Business Response

  Date: 12/08/2025

  December 8, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 24210071
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated December 1, 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 not getting a rebate and being overcharged for service.
  
  After a thorough review,T-Mobile confirmed that the customer activated an eligible Home Internet line of service in June 2025, with intent to take advantage of our Internet ********: Up to $300 Rebate with New Internet Line on Amplified or All-In (Internet ********* promotion, which provides customers with a $300.00 prepaid virtual ********** after maintaining 60 days of active service on the Home Internet line.  It is important to note that customers were required to summit for the rebate within 30 days of activations at ***********************. Regrettably, the customer had selected the incorrect promotion for their submission. As a result, SMS notifications were sent to the customer to advise them of the denial for both submissions as the account did not meet eligibility requirements. 
  
  In reviewing the account history, our records indicate that the customer submitted a total of six payments. Of these, five payments were remitted after the indicated billing due dates.
  
  On December 2, 2025, our office contacted the customer and amicably resolved their concerns.  Furthermore, we provided them with our contact information should they have any additional questions regarding this matter. 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
  
  ******************
  
  ***** *******
  Executive Response

  Customer Answer

  Date: 12/08/2025

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID ********.  
  
  Thank you.
  
  ***** ******

• Initial Complaint

  Date:11/29/2025

  Type:Customer Service 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.

  On July 17, 2025, I cancelled my T-Mobile account because my phone dropped calls constantly and my internet was very unreliable. I returned the modem that belonged to ******** to the local store in **************, ** that day. I changed my phone and internet service to US Cellular on the same day. Several weeks later I received a bill from T-Mobile for $214.81 for the cost of the modem. I made trip number two back to the T-Mobile store in ************** and showed them the bill. They printed out a sheet of paper with a confirmation number I was assigned when I had returned the modem and told me to send it to the company. I sent it along with the bill explaining that the circled confirmation number on their store's paperwork proved I turned in the modem. Several weeks later I noticed that T-Mobile had deducted the $214.81 from my checking account which I had given them access to for automatic payments when the account was opened. I made trip number three back to the local T-Mobile store and sat there for 30 or 40 minutes while a store employee got someone from T-Mobile on the phone and explained to them yet again that the customer had turned in the modem the day she closed the account. I got to listen to all kinds of "well, was it lost in shipping, well did we erroneously restock it, etc. Over a month later instead of my money being refunded to my checking account I got an email saying thank you for reaching out to T-Mobile, we'll get back to you soon. Not acceptable. This has been going on for almost 6-months, and this company has done nothing but yank me around. I want my money returned that they should never had taken from my account NOW. My phone number, name, address can be used for this company to locate the closed account.

  Business Response

  Date: 12/08/2025

   
  
  December 8, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:Your File Number: 24205147
  
  To Whom It May Concern:
   
  *****************. (T-Mobile) is in receipt of your correspondence dated December 1, 2025, regarding the account referenced in the above-mentioned file number. 
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to a device non-return fee.
  
  Our records show that our customer activated an account with two voice lines and one Home Internet line of service and enrolled in AutoPay. The customer was provided with a Home Internet Gateway device for their ********************** Please note that the Gateways for ********************* are T-Mobile-owned devices. They are provided to our customers at no additional cost. However, if not returned upon cancelation of service, there is a non-return fee, plus applicable taxes, that is assessed to the account.
  
  Subsequently, the customer contacted T-Mobiles ************* team to cancel their voice lines and Home Internet line of service. Pursuant to T-Mobile policy, customers are responsible for all charges through the end of their service term. Accordingly, the customer was billed through the end of their current billing cycle. Our office confirmed that the customer returned the Home Internet device the same day the lines were cancelled at a T-Mobile store. 
  
  T-Mobile takes account security seriously and is committed to enhancing the protection of our customers' accounts. As part of this commitment, beginning March 4, 2025, 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.
  
  Thereafter, the customer received a bill that included a non-return fee. When the customer contacted ******** to dispute the charges, the Customer was unable to verify their account and as such, was directed to a retail store to verify the account and review their bill. 
  
  It should be noted, our office confirmed that the Home Internet Gateway has been returned to one of our T-Mobile store locations. That said, on December 2, 2025, our office contacted the customer, apprised our findings and amicably resolved their concerns. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.  
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  ******************
  
  
  ****** ********
  Executive Response
  
  

  Customer Answer

  Date: 12/09/2025

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID ********.  
  
  Thank you.
  
  ***** *****

• Initial Complaint

  Date:11/28/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My service has been continuously interrupted, despite a payment of $270.76 being withdrawn from my account on November 12, 2025. This morning, I woke up to a notice stating that my service has been suspended and that I now owe $438.06. I do not understand why I am being charged additional fees.Furthermore, there was an unauthorized attempt to withdraw $344.38 from my account on November 24, 2025, even though I did not approve this transaction and my account is not enrolled in autopay. I would like clarification on these charges and an immediate correction to my account.

  Business Response

  Date: 12/09/2025

  December 9, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 24202689
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated November 28, 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 payments made on their account.
  
  After a thorough review,T-Mobile records indicate the customer remitted two payments in early November of 2025, and a third payment in late November of 2025, via online at ****************.  Please note that one of the payments remitted in early November of 2025, was returned by our customer's financial institution in late November of 2025, and as such, was charged to the account.  As a result of the payment that was returned,the account reflected at past due and therefore was suspended.  Pursuant to T-Mobile policy, a return payment fee and applicable taxes were assessed to the account at that time.
  
  It is important to note that the account is not enrolled in ******* and that the payment of which the customer refers to in their correspondence as unauthorized, was a payment they remitted online at **************** in early November of 2025, which was returned as unpaid to T-Mobile.  After a detailed review, T-Mobile has confirmed that the account is being billed accurately in accordance with the customer's selected rate plan, services, and equipment agreements.
  
  On December 5, 2025, our office contacted the customer and amicably resolved their concerns.  Furthermore, we provided them with our contact information should they have any additional questions regarding this matter. 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
  
  ******************
  
  ***** *******
  Executive Response

  Customer Answer

  Date: 12/09/2025

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID ********.  
  
  Thank you.
  
  ********* ******

• Initial Complaint

  Date:11/27/2025

  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.

  On 28SEP25 I received an offer from ******* as shown in the photos below. Basically I would trade my S24 Ultra for an S25 and my iphone 14 plus for an iphone 17. ******* would also give me a 200 dollar gift card. ******* quoted me 125 per month for the 2 lines including the phones. I went into the tmobile store the same day and showed them the offer. Upon seeing it they offered me the same deal and my payments were to be 108 a month, it was verbally agreed to and confirmed as i doubled checked a few times. I paid 202 extra to switch to the S25 ultra and I paid ****** to payoff the iphone balance. Everything went smooth and I was satisfied with the deal. Then i got my next bill, not only was it NOT 108 it was even more than what I had already been paying and more than what I would have had when switching to *******. I went back to the store and confronted them and was told "oh he must not have told you that he didnt include equipment fees in the quote" and that "tough luck that sucks". On top of that my december bill has risen even more! Now instead of the 127 I was paying in the first place I am paying 150! They are also charging me for 4 lines when I only have two. If this is how they treat active duty service members I would hate to see what they do to everyone else. I want the amount of money listed below(difference between 149 and 108 over 36 months plus costs i paid for phones on the 28th multiplied by two to appease the injustice done to me), OR to be fully released from any and all obligations within my contract and be allowed to keep the devices as payment for my damages along with ***** for my troubles. As a loyal customer of 8 years this is outrageous treatment. Failure to comply will result in litigation.

  Business Response

  Date: 12/10/2025

  
  
  December 10, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 24201351
  
  To Whom It May Concern:
  
  ******************(T-Mobile) is in receipt of your correspondence dated November 28, 2025,regarding the account referenced in the above-mentioned file number.
  
  T-Mobile regrets any concerns our customer may have experienced regarding their account, and we appreciate the opportunity to respond.  In reviewing this matter, our customers concerns pertain to device promotion offers.
  
  Please be advised, ******** regularly offers limited promotional offers . These limited promotional offers often provide customers with additional savings towards the purchase of handsets, tablets, and more.  It should be noted, promotional offer values may vary depending on multiple factors such as device trade-in models,activation requirements, and rate plan eligibility.  Furthermore, it should be noted that some rate plans may not qualify for promotional offers.
  
  After a thorough review, T-Mobile has confirmed that two lines of service were added to the account in conjunction with the purchase of two handsets under our 24-month Equipment Installment Plan (EIP).  At the time of purchase, no down payment was required; however, the customer paid taxes based on the full retail price of each handset and agreed to 24 monthly installment payments for each device, as well as a Device Connection Charge for each line. Both **** were enrolled in promotional offers that provided 24 monthly Recurring Device Credits (RDC) as scheduled.  Regrettably, the account did not qualify for a higher promotional offer because it was not subscribed to an eligible rate plan.  Additionally, at the customers request, two lines of service were subsequently canceled through Customer Care.
  
  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 our customers recent contact with our retail location
  
  T-Mobile contacted the customer on December 3, 2025, and advised them of the above information. We are pleased to report that this matter has been resolved to our customers satisfaction.  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: 12/10/2025

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID ********.  
  
  Thank you.
  
  ******* ******

• Initial Complaint

  Date:11/26/2025

  Type:Product 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 have found multiple users encountering the same issue as I have regarding making a T-Mobile Return. I ordered a device through T-Mobile with the understanding there was no device charge for switching from ******* and upon delivery and during initial set up, the representative relayed roughly a $1200 fee for the device. Given I was in the 30 day grace ******* I requested a return shipping label, never activated service, and returned the phone promptly via the information provided. This was back in on January 16, 2025, and since then, I have been on the phone with T-Mobile for multiple hours and have visited multiple locations in person to resolve this. I have had a verbal call with ***** after being directed to her from a brick and mortar location that my account has been written off as of 05/15/2025, but the issue remains. Additionally, 3 different debt collectors have sent notices claiming I have an outstanding debt balance. It is nearing a year and the situation remains unresolved and I am at a loss for words with how frustrating this entire experience has been. I've attached details of my package drop off, along with return tracking information. GIven that it's been so long, *** has already recycled the tracking number.Exact return shipping location per the T-Mobile generated shipping label is as follows (not an option in previous page):***********************************************

  Business Response

  Date: 12/04/2025

  December 4, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 24198369
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated November 26, 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 equipment charges for a returned handset.
  
  Our records show that our customer activated an account for a single voice line and financed a device through an Equipment Installment Plan (***). The service was subsequently cancelled after a brief period, and the customer proceeded with the return process for the device.  According to our investigation, the device was shipped through a recognized carrier to a T-Mobile warehouse for processing. Upon inspection, it was determined that the package was empty.  Following these findings, the *** associated with the device was not closed resulting in accelerated *** charges on the final bill.
  
  As the balance went unpaid,the account was referred to a third-party collection agency. However, upon confirmation of the circumstances surrounding the empty return package and in accordance with our established policies, steps were taken to ensure the customer was not held responsible for device loss that occurred after shipment.
  
  On December 2, 2025, our office contacted the customer and amicably resolved their concerns.  Furthermore, we provided them with our contact information should they have any additional questions regarding this matter. 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
  
  ******************
  
  ****** ******
  Executive Response

  Customer Answer

  Date: 12/04/2025

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID ********.  
  
  Thank you.
  
  *** *******

• Initial Complaint

  Date:11/25/2025

  Type:Customer Service 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 originally purchased an **************** plan from T-Mobile on 6/18/25. At that time, on their website, there was a promotional offer for a ********** gift card worth $300 that I could receive for signing up. I would be eligible if my plan was the all in plan. That is the plan I signed up for. My account number is *********. I was to receive the card in 10 weeks. I called back on 9/12/25 because when I checked the status of the card, it was denied. Suddenly, the promotional date had changed from what was originally on their website. I was only able to apply for the promotion again because I was in the promo window when I made the account in the first place. I was told since I indeed should have been eligible they would allow me to reapply for the same promotion. I would have to wait another 10 weeks. Then, after 10 weeks, on 11/21/25 I checked the promo link and it said that they had received my promo. I called that day and spoke to *** *. ID # ******. She told me she would call me by 11/24/25 to send me my promotional gift card information by email that day. Somehow, even after I verified my cell phone number, she called my gateway number which is not an actual phone number and thus she was not able to leave me a message. I called customer service that day and was hung up on twice. The first time I was rather angry, but the second time I was very calm. I was told that the person I spoke to was not in the rebate department (I was told she was initially when I called on 11/21/25) and I was told I would have to wait another four weeks. I was given a date of the end of the week possibly to receive my gift card on 12/19/25. I tried to get them to explain to me why nobody told me 14 weeks and that I had already waited over 20 weeks from the issue with the first submission. I advised them that I would be filing a complaint with you guys. There was no effort for them to fix this, despite all of my inconvenience. My calls were logged and will show what Im saying.

  Business Response

  Date: 12/05/2025

  
  
  December 5, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 24191218
  
  To Whom It May Concern:
  
  ******************(T-Mobile) is in receipt of your correspondence dated November 25, 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 promotion rebate.
  
  After a thorough review of the account, T-Mobile records indicate our customer added a Home Internet line to their account with an eligible rate plan during a Home Internet promotion period and submitted for the rebate within 30 days of receiving the device.  However, the rebate was denied due to no activation found within the promotion window. Subsequently, the customer applied for a rebate related to a Home Internet promotion.  After contacting ************* several times, they learned the original promotion had ended, so they were signed up for a new one and submitted a new rebate request.  The customer was told they would receive their rebate card by the end of the month, but it still hasnt arrived.
  
  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 our recent customer contact with our *************.
  
  On December 5, 2025, our office was contacted by our customer via email and confirmed they have received their rebate confirming the concern is now resolved.  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 Response

  Customer Answer

  Date: 12/05/2025

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID ********.  
  
  Thank you.
  
  ******* *******

• Initial Complaint

  Date:11/24/2025

  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.

  My mom and I came to T-Mobile to purchase an iPhone for her July 2024. She had purchased an iPhone 13 with 2 yrs financing at the time, and we were offered two promotions by *****, the manager, and ******** They gave us a promotion that we would pay 11/mo each for two new Apple Watches. I understood that these were the equipment and service charges. It sounded like a good deal. ******* then insisted on giving us two FREE tracking devices. I tried to clarify with her if they were truly free. She said yes, and practically threw them in our bag. We were initially quoted $121 for the phone financing with plan and Watches.We noticed that these watches would charge us nearly $17/watch per line on our projected bill. To be safe, we called 611, and they confirmed that this would be the accurate price for the watches. You can make returns within 14 days. So, we came in a week later. Then, ***** insisted that we didnt need to return the watches, and convinced us that the price for the watches could be quoted even lower, down to $4 per line a month (equipment and service). He insisted that if we were to make returns, that we would have to pay hefty restocking fees. I know now that this fee can be waived when the company is at fault.Not only that, but the trackers that were supposed to be free were not free. They each cost just under $2 a month with our bill. I eventually got those returned. I came to the store a couple of more times to return the Apple Watches, after the new bills did not reflect the lower quotes. I was told to come in when ***** was there, as he would be able to make the ultimate override and remove the watches. He said that There was nothing he could do. Our bill was up to around $165 at the highest. I made numerous calls and T-Mobile visits at this point, and life got in the way, and I resigned to the overpriced billing. I managed to get the service charges off with ***************** ***** is the reason that we shelled out $600 for watches.

  Business Response

  Date: 12/03/2025

  December 3, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 24190811
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated November 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. In reviewing this matter, the customers concerns are pertaining to billing and promotions.
  
  After a thorough review,T-Mobile confirmed that in May of 2024, the customer purchased a handset on an Equipment Installment Plan (***) which was associated with their voice line and took advantage of a handset promotion. Additionally, the customer purchased two Apple Watch devices on *** and added two watch lines. The customer took advantage of the Apple Watch ********: *****: $200.99 off select Apple Watches with New Watch Line on Plus (Apple Watch ********* promotion on both watch lines and was set up to receive Recurring Device Credits (RDC) on each watch, while maintaining eligibility through the *** term.
  
  In addition, the customer added two Mobile Internet lines of service and purchased two SyncUP Tracker devices on ***.  The customer took advantage of our SyncUP: Free TRACKER with new TRACKER line promotion, which provided a RDC that offset the cost of the SyncUP Tracker device.
  
  In the same month, May of 2024, the customer returned the Sync up tracker devices, and the lines were cancelled. In July of 2024, the customer cancelled one of their watch lines of service which removed the Apple Watch ******** promotion from the line of service as it no longer met the eligibility requirements.
  
  On December 2, 2025, our office contacted the customer and amicably resolved their concerns.  Furthermore, we provided them with our contact information should they have any additional questions regarding this matter. 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
  
  ******************
  
  *** *******
  Executive Response
  

  Customer Answer

  Date: 12/10/2025

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID ********.  
  
  Thank you.
  
  ******** *********

• Initial Complaint

  Date:11/22/2025

  Type:Customer Service 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 August 27, 2025 I went into my local ******** store to switch from ******** (Charter) to ********. I was told the promotion that was running at the time was to "pay off what I currently owe on my iPhone of $484.24" We filed the required paperwork and they said I would hear in a few weeks. Months went by and so I stopped back in the store and talked with the Manager, ***** ****, and he said they needed a copy of the payment to Spectrum. I emailed him a photo of the payoff on my **** bill for the full $484.24. He replied via email "I think that'll do . I'll clean it up a bit with cropping before I submit it" on 10.16.25. I just called ******** customer service today and there was NO record of this reimbursement request. I have stopped by the store 3 times, called twice, texted, etc. This is a lot of work that should have been done by ********. When will I get my debit card? Thanks, ***** ******** ************

  Business Response

  Date: 12/01/2025

   
  
  December 1, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:Your File Number: 24179791
  
  To Whom It May Concern:
   
  T-Mobile ********. (T-Mobile) is in receipt of your correspondence dated November 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.  In reviewing this matter, the customers concerns are pertaining to our Keep and Switch offer.  
  
  Keep and Switch is a T-Mobile offer for customers switching from select carriers with an eligible, unlocked device.  To qualify, customers must port in an eligible number, subscribe to a qualifying rate plan, and submit proof of their device payment within 30 days at ***********************.  Our records show between August 2025 through November 2025, two Keep and Switch submissions were received.  And after careful review, both of the reimbursement requests were denied because they didnt meet the Keep and Switch offer, eligibility requirements.  
  
  Please be assured that T-Mobile strives to provide world-class service to all our customers on each contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during our customers recent contact with our retail location and Customer Care.
  
  On November 25, 2025, our office contacted the customer and to amicably resolve this matter, T-Mobile issued a refund to the 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,
   
  ******************
  
  
  ****** ****
  Executive Response
  
  
  

• Initial Complaint

  Date:11/22/2025

  Type:Customer Service 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.

  When I signed up for T-Mobile in August of 2023, we selected a plan that included the ability to either use the promo that was active at signup or whatever the current promotion was at the time of upgrade.I tried to make use of this, and now TMobile is refusing. I went to the location in *********, ** and called 611 from my phone, neither of which would help. The store location refused to provide any assistance at all, advising me to do the upgrade myself through their app. When I called, the callcenter person refused to honor the promotion.

  Business Response

  Date: 11/26/2025

  November 26, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *********************************************************
  
  Re:      Your File Number: 24179786
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated November 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.  In reviewing this matter, the customers concerns are pertaining to a promotional offer.
  
  Upon review,******** has confirmed that our customers account has five active voice lines.  In November of 2025, our customer attempted to take advantage of our Smartphone Activate ********: Android: $1,000 off with New Voice Line on Go5G Plus/Next promotion.  Regrettably, the offer expired on January *******.
  
  On November *******, our office contacted our customer and resolved their concerns.  Furthermore, we provided them with our contact information should they have any additional questions regarding this matter. 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
  
  *****************
  
  ****** ****
  Executive Response

• Initial Complaint

  Date:11/20/2025

  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'm Community Health Worker. I'm trying to help one of our clients with obtaining an affordable phone. We completed a Lifeline application on the Assurance Wireless website on 10/16 and then purchased an Artia SP555D on 11/12. However, I called Assurance Wireless the next day and they informed me that the order (ID: ************** had been canceled as too much time had passed and the application was not active. He has not received a phone because the order was canceled and it still also hasn't been *********** would be ideal if the client could still get the Artia SP555D phone, but if not, I'm requesting a refund as the order was canceled by Assurance Wireless and the phone was never shipped. I assisted him with completing a new application on 11/13, but I was informed by Assurance Wireless that our $43.99 payment could not be easily transferred to a re-order. I was informed by Assurance Wireless that the order would not be charged, but I confirmed that that $43.99 payment had processed and no refund had been initiated. Before I can try repurchasing the phone again, I need to secure the refund as it was originally purchased using grant ******** I have been sent back and forth between Assurance Wireless **************** and ANS Manufacturing *************) because neither one of these departments say they can process refunds. ***************** says that they only handle warranty issues and informed me to call Assurance Wireless. Please escalate this issue. I've already placed numerous calls to Assurance Wireless. Why doesn't Assurance Wireless notify clients when their application has been canceled? Why isn't there an internal check that prevents clients from ordering a phone on their website if their application is not active. If Assurance Wireless were the ones who canceled the phone order, why don't they automatically initiate a refund? How come Assurance Wireless and their vendors don't seem to know who is responsible for processing refunds? Thank you.

  Business Response

  Date: 11/21/2025

  
  November 21, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  ************************
  
  Re:      Your File No. 24171185
  
  
  To Whom It May Concern:
  
  Assurance Wireless is a brand operated under ****************** (T-Mobile).  As such, ******** provides a response on behalf of Assurance Wireless.  T-Mobile and Assurance Wireless may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated November 20, 2025, regarding the above-referenced 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, the customers concerns pertain to an application for Assurance Wireless service and a handset order that was placed on October 16, 2025.
  
  After further review, we found that the handset order was canceled because the application certification was denied for service and therefore the order was never completed. In addition, the payment for the device should have returned to their financial institution.  Should the customer not see the payment with their financial institution, we recommend they contact their financial institution for further assistance or dispute.  In addition, an account was never activated. 
  
  The customer attempted to apply again on November *******, and an order was placed for a SIM card only.  However, the account was never activated as the customer did not have a device to activate for service. 
  
  As of November 21, 2025, the customer has no active account with **********************.  Should the customer want to apply for ********************** service, they can apply again by visiting our website at *******************************.  The website does provide the option to purchase a new device based on availability with a new account activation and SIM card.  T-Mobile regrets any inconvenience to the 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 7am 10pm CST.  
  
  Very truly yours,
  
  
  ******************
  
  ***** *******
  Executive Response