T-Mobile: billing error

Collect

• the bill with the charge
• account number
• mobile number
• what you expected to pay and why
• chat transcript or rep name

Steps

1. Call customer service (or 611) or use T-Life chat. Ask for the charge to be corrected and note the representative's name and date.

   PhoneT-Mobile Customer Service (also bill payment) +1-800-937-8997

2. If that does not fix it, write to T-Mobile Customer Relations. Do this within 60 days after you first receive the disputed bill or charge.

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

3. Pay the disputed amount while the dispute is open to avoid suspension and late fees; T-Mobile applies any credit to a future bill.

4. For a formal claim, send a Notice of Dispute to the same address with the account holder name, billing account number, mobile number, a description with documents, and the amount and relief you want.

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

5. If T-Mobile does not resolve it, file an FCC complaint. After 60 days from the Notice of Dispute, you may start AAA arbitration or go to small claims court.

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

More contacts for this issue

Facts you can cite

• Deadline

  Unless the law provides otherwise, you must notify T-Mobile in writing of any dispute about your bill or charges within 60 days after the date you first receive the disputed bill or charge. If you do not, you may not pursue a claim in arbitration or in court.

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

• Policy

  If you accept a credit, refund or other compensation to resolve a bill dispute, the Terms say the issue is fully and finally resolved. Unless the law provides otherwise, you must keep paying disputed charges until the dispute is resolved.

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

• Deadline

  A dispute about taxes or fees caused by your Place of Primary Use address must be raised as a refund request within 60 days of the date of the bill that contains the tax or fee.

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

• Deadline

  Puerto Rico customers must notify T-Mobile of billing disputes no later than 20 days from the date the bill was sent; T-Mobile gives a determination within 20 days, and a review can then be requested from the Puerto Rico Telecommunications Bureau within 30 calendar days.

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

• Policy

  T-Mobile recommends paying the full amount due when you have disputed charges, to avoid service interruption and late fees; credits are applied to a future bill.

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

• Process

  Before arbitration or court, you must send a written Notice of Dispute to T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380 with the account holder name, billing account number, mobile number, a description with documents, and a good-faith damages calculation and requested relief. Neither side may start a proceeding until 60 days after receipt.

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

• Process

  Arbitration is administered by the American Arbitration Association under its Consumer Arbitration Rules. To begin, send a letter requesting arbitration to T-Mobile's registered agent (Corporation Service Company) and to the AAA. Either side may choose small claims court for an eligible claim before the arbitrator is appointed.

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

• Policy

  T-Mobile completed the acquisition of the UScellular wireless business on August 1, 2025.

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

• Policy

  T-Mobile acquired 100% of the equity of Ka'ena Corporation and its subsidiaries, including Mint Mobile LLC.

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

Rules in force

• FCC broadband consumer labels
  47 CFR 8.1 (Infrastructure Investment and Jobs Act section 60504); amended by FCC 26-48, 91 FR 52251 (August 13, 2026)

  Fixed and mobile broadband providers must show a standard "broadband consumer label" for each plan they sell, at every point of sale (website, stores, phone sales) and in the customer's online account. The label shows the monthly price, introductory rates, fees, data allowance and typical speeds. An August 2026 FCC order will relax some display rules, but most of those changes had not taken effect on 2026-10-12.

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

  6 citable points

  • Policy

    Each provider of broadband internet access service must create and display a broadband consumer label for each stand-alone plan it currently offers, prominently displayed, publicly available and easily accessible to consumers, in the format the FCC prescribes.

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

  • Policy

    The label must be displayed at each point of sale, which includes the provider's website and any alternate sales channel (provider-owned and third-party retail stores and phone sales), and on websites it must be near the advertised plan. Providers with online account portals must make each customer's label easily accessible there.

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

  • Policy

    The label contains critical information about the plan, including pricing, introductory rates, data allowances and performance metrics. Phone sales representatives must cover the monthly price, typical speeds, latency, data allowance, contract term and early termination fees.

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

  • Policy

    Labels must be provided in English and in any other language in which the provider markets its services in the United States.

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

  • Deadline

    Under the current text, a provider must archive labels for at least two years after a plan stops being sold to new subscribers, and must give an existing customer on that plan the archived label within thirty days of a request. The August 2026 order eliminates the archiving requirement once its amendments to 8.1(a) take effect.

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

  • Policy

    The FCC's August 2026 order (FCC 26-48) will let providers summarize the label orally on phone sales, show passthrough fees as a single "up to" amount split into government and third-party charges, use a link or icon instead of the full label at the point of sale and in account portals, and drop the machine-readable spreadsheet and archiving requirements. Its changes to 8.1(a) are delayed until the FCC publishes an effective date; its changes to 8.1(b) took effect September 14, 2026.

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

• 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

  4 citable points

  • Policy

    Complaints against carriers under section 208 of the Communications Act may be either formal or informal.

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

  • Process

    An informal complaint must be in writing and should contain the complainant's name, address and telephone number; the name of the carrier; a complete statement of the facts showing that the carrier did or failed to do something in violation of the Communications Act; and the specific relief or satisfaction sought.

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

  • Process

    The FCC forwards informal complaints to the carrier for investigation and may set a due date for a written response. The carrier's response goes to the FCC with a copy to the complainant and must say whether the carrier has satisfied the complaint or refuses or is unable to do so.

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

  • Deadline

    If the informal complaint is not satisfied, the complainant may file a formal complaint (in the form in 47 CFR 1.721) within 6 months from the date of the carrier's response, or from the response due date if the carrier did not respond. A timely formal complaint relates back to the filing date of the informal complaint. If none is filed in time, the informal complaint proceeding is closed.

    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

  1 citable point

  • Policy

    The seller must obtain "a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account".

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

If that fails, escalate

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

1. Customer service

   PhoneT-Mobile Customer Service (also bill payment) +1-800-937-8997

2. Retention team

   PhoneT-Mobile Customer Service (also bill payment) +1-800-937-8997

   The cancel page asks customers to call so T-Mobile can review the account and offer options before they cancel.

3. Written complaint

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

   Written billing dispute within 60 days of the bill, and the Notice of Dispute required before arbitration.

4. Federal regulator

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

5. 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).

6. Arbitration

   60 days after T-Mobile receives the Notice of Dispute: AAA consumer arbitration (send a letter to the registered agent and to AAA) or small claims court.

Watch out

Related

• Billing error at other companies
• How T-Mobile complaints actually go (dossier, checked 2026-10-12)
• Wireless carriers — how complaints work
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• T-Mobile: lower a recurring bill
• T-Mobile: cancellation problem
• T-Mobile: equipment return