Metro by T-Mobile: refund request
Only a device returned within 14 days in like-new condition is refunded; service charges are not.
What does this mean?
Grade A (high: almost everything comes from official pages read directly). 100% of 18 sources are the organization's own pages or government sites.
Collect
- receipt
- original box and accessories
- delivery date or purchase date
Steps
Return the device within 14 days with the receipt, in the original box, with all accessories. In-store purchases go back to the same store; online purchases go back by mail with the return slip from the box.
OnlineMetro return policyIf a refund is refused or short, call customer service, then dispute in writing within 60 days.
More contacts for this issue
Facts you can cite
- Deadline
A device can be returned within 14 days - for in-store purchases, 14 days from purchase and activation of the new line; for online or shipped upgrade orders, 14 days from delivery. The same 14-day window applies to a T-Mobile 5G Gateway.
Source: metrobyt-mobile.com, verified 2026-10-12
- Policy
Accessories bought online are final sale. Prepaid service fees, monthly charges, in-store upgrades, app downloads, add-ons and other fees are not refundable, and defects covered by the manufacturer's warranty go through the warranty process. Refunds are less rebates and shipping costs.
Source: metrobyt-mobile.com, verified 2026-10-12
- Policy
Charges you pay are non-refundable even if you cancel a service or make a return during the remorse period, and there is no refund for unused service.
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
If that fails, escalate
Go up one step at a time. Keep the reference numbers and dates from each contact.
Customer service
Written complaint
MailT-Mobile Customer Relations (written disputes and Notice of Dispute for Metro) T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380Written dispute within 60 days of the disputed charge; same address for the Notice of Dispute.
Federal regulator
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).Arbitration
60 days after the Notice of Dispute: AAA consumer arbitration or small claims court.
Watch out
- Port-out PIN generation, SIM changes and account protection changes require a one-time PIN sent to the customer's device.
- The Metro "Transfer number" support page returned Access Denied to the browser on 2026-10-12.
Let your AI agent handle this
Escalate Anything is a free, open-source MCP server for Claude, Cursor, VS Code, Gemini CLI, Codex and other AI apps. Your agent gets this playbook, keeps a case log with reference numbers and follow-up dates, and drafts each message for you to approve.
1. Set it up (needs uv):
uvx escalate-anything setup2. Ask your agent:
Metro by T-Mobile owes me a refund of [amount] for [order or service]. Use Escalate Anything to get it.Source code, other install options and the Claude Code plugin