Complaints

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

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T-Mobile USA, Inc. has 964 locations, listed below.

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  T-Mobile USA, Inc.

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  T-Mobile USA, Inc.

  34931 SE Douglas St Snoqualmie, WA 98065-9224

• 

  T Mobile USA Inc.

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

• 

  T-Mobile USA, Inc.

  1006B 15th St E Tuscaloosa, AL 35404-5811

• 

  T-Mobile Usa Inc

  1580 Montgomery Hwy Birmingham, AL 35216-4586

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:05/13/2025

  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.

   
  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.******* was absolutely amazing to work with. He was very easy to talk to and took my complaint seriously. His customer service reminded me why I stick with TMobile, even through this experience. He was able to resolve the issue I was having and I appreciate his persistence in reaching out to me as we kept missing each other. Thank you *******!
  
  Sincerely,
  
  ***** ******the bank involved and they reached out to Tmobile. Tmobile just responded to them with a generic email stating there wasnt a payment. I was credited some money back from Tmobile, but the ***resentatives could not understand that what they were doing was just giving me part of the money back I had already paid. They were still charging me monthly for the phones. This has been an ongoing nightmare with no resolution. I have literally spent hours on the phone with them. They record the conversations so why cant they just go back to when he offered me the promotion. I just received emails from them that I have entered into new rental agreements for the phones which is absolutely ridiculous. Its a shame I need to leave because of their terrible customer service. I have been a customer for quite a while and have quite a few lines. I dont expect this complaint to go anywhere considering how they have handled it so far, but hopefully I am wrong.

  Business Response

  Date: 05/23/2025

   
  May 23, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:Your File Number: 23325691
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated May 13, 2025, regarding the account referenced in the above-mentioned file number.  Please be advised we have made attempts to contact our customer, which have proven unsuccessful.
  
  T-Mobile regrets any concerns our customer may have experienced regarding their account, and we appreciate the opportunity to respond to this matter.  In reviewing this matter, we have determined the customers concerns are pertaining to our promotional offers and a recent handset purchase.
  
  In January 2025, our customer took advantage of our Equipment Installment Plan (***) to purchase handsets.  The handsets purchased met the requirements for a handset promotion, and as such, each *** was enrolled to receive a monthly Recurring Device Credit (RDC) for the duration of the **** while maintaining eligibility.  Following the purchase, our customer contacted ************* and indicated they were not receiving the promotion they were offered at the time of purchase, and that the one they were enrolled in was different than the one they were enrolled in.  Our ************* verified the customer was eligible for the promotion they requested and attempted to manually enroll the **** in the promotion.  However, due to an inadvertent error, we were unable to enroll the **** in the requested promotional offer.
  
  Our customer later contacted ************* and remitted payment for the remaining balance for the ****.  Our customer then requested a ********************** Device Unlock for the handsets.  However, the above *** payment was cancelled, and the **** were reinstated.  On April 22, 2025, our customer contacted ************* to discuss the promotions they were offered and the *** balance.  Our ************* advised the customer of the above information, and that the *** payment was not processed.
  
   T-Mobile would like the opportunity to speak with them and work together towards an amicable resolution.  Should our customer wish to discuss this matter further, they may contact our office directly at the contact information provided in our attempts to reach them.  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,
   
  T-MOBILE USA, INC.
  
  ******* *******
  Executive Response
  
  

• Initial Complaint

  Date:05/13/2025

  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.

   
  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,
  
  ****** ******* the issue arose from T-Mobiles system double-charging me, not from any fault on my end. I simply asked for a duplicate payment to be returnedsomething their own representatives admitted was appropriate. This is a bogus fee that TMobile is likely doing to push me off since Im on a grandfathered plan instead of one of their newer more expensive plans.

  Business Response

  Date: 05/22/2025

  
  
  May 22, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *************************
  
  Re:      Your File Number: 23325510
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated May 13, 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 return payment fee.
  
  After a thorough review T-Mobile confirmed that our customer remitted two payments for the same amount a day apart of each other. Our customer contacted ********************** and requested a refund for one payment. Please note, this payment refund request was declined, however a second payment refund was approved six days later. It should be noted that payment refunds can take up to three business days to receive the funds.
  
  Please note,T-Mobile was notified by our customers financial institution that the second payment which had already been refunded was returned as unpaid. As such, a returned payment fee was assessed to the account balance along with the returned payment amount.
  
  On May 15, 2025,T-Mobile contacted our customer and successfully resolved their concerns to their satisfaction. Lastly, we provided them with our contact information should they have any additional questions regarding this matter.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
  
  T-MOBILE USA, INC.
  
  
  ****** ****
  Executive Response

• Initial Complaint

  Date:05/13/2025

  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.

  We have resolved this issue with T-Mobile. Please withdraw this complaint number ********of the cause, I am requesting that these charges and any associated penalties be waived. I have documentation and evidence substantiating the original offer and the information provided to me.Additionally, on May 5, 2025, we contacted T-Mobile again and requested to speak with a supervisor or upper-level management, as we were unable to resolve the issue through standard customer service channels. We were promised a call back from a senior representative, yet no such call was received. This lack of follow-through has only exacerbated the frustration and uncertainty surrounding this dispute.I am requesting a resolution in line with the initial terms outlined by T-Mobile representative, thus requesting to waive all the current T-Mobile charges and fees incorrectly applied by T-Mobile. Thank you ****************** ************