T-Mobile: cancellation problem

Collect

• account number
• Temporary Port Out PIN
• cancellation confirmation
• final bill
• return tracking numbers

Steps

1. To keep your number, have the Primary Account Holder turn off Port Out Protection and generate a Temporary Port Out PIN, then give the new carrier the T-Mobile account number, the PIN and the account PIN/passcode. Do not cancel T-Mobile first.

   OnlineTransfer your number out - Temporary Port Out PIN and Port Out Protection Sign-in required

2. To cancel without porting, call customer service or 611.

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

3. If you cancel a device bought in the last 14 days (store) or 20 days after shipping (phone or online), return it under the Return Policy and ask to cancel the new activation.

   OnlineT-Mobile Return Policy (device and accessory returns)

4. Return Home Internet gateways and mesh extenders with the emailed prepaid label.

   OnlineReturn a coverage device or Home Internet gateway (prepaid label by email)

5. Check the final bill. A credit balance may be refunded automatically 30 days after the final bill. Dispute charges after the cancellation in writing within 60 days.

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

More contacts for this issue

Facts you can cite

• Policy

  Cancellations are future dated and typically take effect at the end of the current billing cycle. If you port your number to another carrier, you are billed through the end of the billing cycle.

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

• Policy

  Service is deactivated immediately when you port your number to another carrier, but you are still charged for a full billing cycle. Cancelling a service may accelerate payments under equipment installment plans or lease agreements.

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

• Process

  Only the Primary Account Holder can generate a Temporary Port Out PIN, and only the Primary Account Holder can remove Port Out Protection on a postpaid account.

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

• Policy

  If a credit balance remains 30 days after the final bill, a refund may be issued automatically. A final credit balance under $1.00 is refunded only on request.

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

• Policy

  T-Mobile unlocks an eligible postpaid device free of charge after it has been active on the requesting line for at least 40 days, if any financing or lease is paid in full and a cancelled account has a zero balance. It unlocks remotely within two business days of eligibility when the device supports it.

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

• Policy

  A prepaid device is eligible for unlock after 365 days on the T-Mobile network, or earlier if the account had more than $100 in refills per active line and more than 14 days have passed since purchase; no more than 2 unlocks per line in 12 months.

  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 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

   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

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