US Mobile: billing error

Collect

• account email
• invoice from the online account
• the charge and the correct amount

Steps

1. Contact support by chat, email or phone as soon as the charge appears on your online account statement. Ask for a correction or refund to the payment method on file.

   EmailUS Mobile support email (24/7) help@usmobile.com

2. If not fixed, mail a Notice of Dispute to the Legal department.

   MailNotice of Dispute and arbitration opt-out (mail) US Mobile, Inc., Attn Legal/Notice of Dispute, 295 Madison Ave, 6th Floor, New York, NY 10017

3. After 60 days, file an FCC complaint, or start NAM arbitration or a small claims case.

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

More contacts for this issue

Facts you can cite

• Deadline

  The Terms limit US Mobile's liability for unauthorized or disputed charges that appeared more than 30 days earlier on your online account statement and that you did not promptly dispute.

  Source: usmobile.com, verified 2026-10-12

• Process

  The party seeking arbitration must give written notice at least 60 days in advance. Notice to US Mobile goes to US Mobile, Inc., Attn Legal/Notice of Dispute, 295 Madison Ave, 6th Floor, New York, NY 10017. Arbitration is with National Arbitration and Mediation (NAM).

  Source: usmobile.com, verified 2026-10-12

• Process

  Either side may bring an action seeking only individualized relief in a local small claims court instead of arbitration.

  Source: usmobile.com, 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

   ChatUS Mobile chat support (24/7)

2. Written complaint

   MailNotice of Dispute and arbitration opt-out (mail) US Mobile, Inc., Attn Legal/Notice of Dispute, 295 Madison Ave, 6th Floor, New York, NY 10017

   Written notice at least 60 days before arbitration.

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

   National Arbitration and Mediation (NAM); small claims court for individual relief is an alternative.

Watch out

Related

• Billing error at other companies
• Wireless carriers — how complaints work
• US Mobile: bill went up
• US Mobile: cancellation problem