Metro by T-Mobile: cancellation problem

Collect

• account number
• account PIN
• cancellation date
• payment history

Steps

1. To keep the number, turn off Port Out Protection in the myMetro app or online account (Account, Account Options, Account Protection) and give the new carrier your Metro account number and account PIN. Do not cancel Metro first.

   AppmyMetro app and online account (account changes, Port Out Protection) myMetro app Sign-in required

2. To cancel without porting, call customer service. Turn off AutoPay so no further payment is taken.

   PhoneMetro by T-Mobile customer service and payments (888-8-METRO-8) +1-888-863-8768

3. Dispute any charge after cancellation in writing within 60 days.

   MailT-Mobile Customer Relations (written disputes and Notice of Dispute for Metro) T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380

More contacts for this issue

Facts you can cite

• Policy

  If you terminate service, termination takes effect at the end of the current month of service unless you port out your number; if you port your number to another carrier, service ends when the port is complete.

  Source: metrobyt-mobile.com, verified 2026-10-12

• Process

  A number cannot be ported without verification of the 6-15 digit account PIN. Generating a port-out PIN, a SIM change and turning account protection features on or off require a one-time PIN sent to the device.

  Source: metrobyt-mobile.com, verified 2026-10-12

• Policy

  Metro unlocks a device free of charge when it was bought from Metro, is not reported lost, stolen or blocked, and 365 days have passed since its activation date. Eligible devices are unlocked remotely within two business days.

  Source: metrobyt-mobile.com, verified 2026-10-12

• Process

  Before arbitration or court, send a written Notice of Dispute to T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380. Neither side may start a proceeding until 60 days after receipt; arbitration is administered by the AAA under its Consumer Arbitration Rules, and small claims court is an option.

  Source: metrobyt-mobile.com, verified 2026-10-12

• Deadline

  To the extent the law allows, an arbitration or court proceeding must start within two (2) years of the date the claim arises.

  Source: metrobyt-mobile.com, verified 2026-10-12

Rules in force

• FCC informal complaints against common carriers
  47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)

  A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.

  Source: ecfr.gov, verified 2026-10-12

• Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements
  15 U.S.C. 8401-8405

  A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.

  Source: law.cornell.edu, verified 2026-10-12

  3 citable points

  • Policy

    Before obtaining the consumer's billing information, the seller must provide text that "clearly and conspicuously discloses all material terms of the transaction".

    Source: law.cornell.edu, verified 2026-10-12

  • Policy

    The seller must provide "simple mechanisms for a consumer to stop recurring charges" on the consumer's credit card, debit card, bank account or other financial account.

    Source: law.cornell.edu, verified 2026-10-12

  • Process

    A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.

    Source: law.cornell.edu, verified 2026-10-12

Rules not in force (do not cite)

• FTC "Click-to-Cancel" amendments to the Negative Option Rule (2024) Vacated
  16 CFR part 425 (2024 amendments, published November 15, 2024)

  Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).

  Not in force. Do not cite it as current law.

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   PhoneMetro by T-Mobile customer service and payments (888-8-METRO-8) +1-888-863-8768

2. Written complaint

   MailT-Mobile Customer Relations (written disputes and Notice of Dispute for Metro) T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380

   Written dispute within 60 days of the disputed charge; same address for the Notice of Dispute.

3. Federal regulator

   RegulatorFederal Communications Commission, Consumer Complaint Center +1-888-225-5322

4. State agency

   Your state’s attorney general. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

5. Arbitration

   60 days after the Notice of Dispute: AAA consumer arbitration or small claims court.

Watch out

Related

• Cancellation problem at other companies
• Wireless carriers — how complaints work
• Metro by T-Mobile: billing error
• Metro by T-Mobile: refund request