T-Mobile

In short

Call 611 or 1-800-937-8997, or use the T-Life app. A billing dispute must be in writing within 60 days to T-Mobile Customer Relations in Albuquerque, which also receives the Notice of Dispute required before arbitration. Accepting a credit ends the dispute, so check it covers everything first. The 5-Year Price Guarantee does not cover taxes and fees. Only the Primary Account Holder can create a port-out PIN.

How complaints actually go

• Customer Service is 1-800-937-8997 (611 from a T-Mobile phone); the T-Life app has 24/7 support with live agent chat, and most SIM and eSIM changes must be done in T-Life. T-Mobile contact us
• Unless the law provides otherwise, you must notify T-Mobile in writing of a bill dispute within 60 days after you first receive the disputed bill or charge, or you may not pursue it in arbitration or court. The written address is T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380. T-Mobile Terms and Conditions
• The same address takes the Notice of Dispute. Neither side may start a proceeding until 60 days after receipt; then arbitration goes through the AAA (letter to T-Mobile's registered agent and to the AAA), or small claims court. T-Mobile Terms and Conditions
• Puerto Rico customers must raise billing disputes within 20 days of the bill; T-Mobile answers within 20 days and the Puerto Rico Telecommunications Bureau can review it within 30 calendar days. T-Mobile Terms and Conditions

What tends to work

• T-Mobile's cancel page asks you to call first so it can review the account and offer options to keep you; use that call to negotiate. T-Mobile cancel service
• On Last Month Price Lock (eligible plans activated January 18, 2024 to April 22, 2025) or the Un-contract Promise (accounts activated before April 28, 2022), if T-Mobile raises the price and you tell it within 60 days that you are leaving, it covers your final month's recurring charges. T-Mobile price lock FAQ
• T-Mobile recommends paying the full amount due while charges are disputed, to avoid interruption and late fees; credits go on a future bill. T-Mobile billing support
• An eligible postpaid device is unlocked free after 40 days active on the line, once financing is paid off. T-Mobile unlock policy

Traps and fine print

• Accepting a credit, refund or other compensation for a bill dispute fully and finally resolves it. T-Mobile Terms and Conditions
• The 5-Year Price Guarantee excludes taxes and fees, per-use charges, add-ons, third-party services and network management practices; surcharges can change regardless of any price promotion, with 14 days' notice for material adverse changes. T-Mobile price lock FAQ T-Mobile Terms and Conditions
• Porting out ends service immediately but you are charged for the full billing cycle, and cancelling can accelerate equipment installment or lease payments. T-Mobile Terms and Conditions
• Device returns: 14 days in store, 20 days after shipping for phone or online orders; restocking fee $25 to $75 by device price. T-Mobile return policy
• Home Internet gateways must be returned within 14 days of cancelling or a non-return fee of up to $370 plus tax may apply. T-Mobile cancel service
• The Terms promise no outage credit, and an arbitration or court proceeding must start within two years of the claim, where the law allows. T-Mobile Terms and Conditions

By the numbers

• ACSI 2026 (surveys April 2025 to March 2026): T-Mobile 78 (76 in 2025), the top national carrier; T-Mobile 5G Home Internet 78; Metro by T-Mobile 78; Mint Mobile 79. ACSI study
• On September 30, 2024 T-Mobile settled FCC investigations into breaches from 2021, 2022 and 2023 with a $15.75 million civil penalty and a $15.75 million cybersecurity investment. FCC news release

Scams that target customers

• T-Mobile says it will never send a request for sensitive personal or account information, and tells customers not to confirm such data after an unsolicited email, text or call. T-Mobile online safety
• Scam calls and texts claim suspicious activity on the account and ask you to "verify" by sharing your login, account number, PIN or one-time code. Forward scam texts to 7726 (SPAM) without editing them. T-Mobile: help with scams
• Only the Primary Account Holder can create a Temporary Port Out PIN or remove Port Out Protection on a postpaid account, which blocks port-out fraud by other people. T-Mobile: transfer your number