{"id":"metro-by-t-mobile","page":"https://escalate.alexgaoth.com/#/c/metro-by-t-mobile","html":"https://escalate.alexgaoth.com/c/metro-by-t-mobile/","generated":"2026-10-15","company":{"id":"metro-by-t-mobile","name":"Metro by T-Mobile","aliases":["metro","metro pcs","metropcs","metro by tmobile","metro by t mobile","metrobyt-mobile"],"sector":"wireless","parent":"T-Mobile US, Inc.","website":"https://www.metrobyt-mobile.com","regulators":["fcc"],"notes":"Prepaid wireless brand of T-Mobile (formerly MetroPCS). Metro's Terms and Conditions (effective September 1, 2026) send disputes to the same T-Mobile Customer Relations address in Albuquerque as T-Mobile postpaid. Service is paid in advance and charges are non-refundable. The Metro \"Transfer number\" support page returned Access Denied in the browser on 2026-10-12, so the port-out PIN steps are not recorded here.","channels":[{"id":"customer-service-phone","type":"phone","label":"Metro by T-Mobile customer service and payments (888-8-METRO-8)","value":"+1-888-863-8768","purposes":["billing_error","cancel_service","refund_request","equipment_return"],"notes":"Also the number to call at once if someone made unauthorized changes to the account.","source":"https://www.metrobyt-mobile.com/support/security/how-to-avoid-account-takeover-fraud","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer service short code from a Metro phone","value":"*611","notes":"The Terms and Conditions write it as 611. To make a payment from a Metro phone, the contact page lists *99.","source":"https://www.metrobyt-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"mymetro-app","type":"app","label":"myMetro app and online account (account changes, Port Out Protection)","value":"myMetro app","access":"login","source":"https://www.metrobyt-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (written disputes and Notice of Dispute for Metro)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","cancel_service","refund_request","poor_service"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"},{"id":"return-policy","type":"portal","label":"Metro return policy","value":"https://www.metrobyt-mobile.com/support/orders/return-policy","purposes":["refund_request","equipment_return"],"source":"https://www.metrobyt-mobile.com/support/orders/return-policy","last_verified":"2026-10-12"},{"id":"phone-unlock-policy","type":"portal","label":"Metro by T-Mobile Phone Unlock Policy","value":"https://www.metrobyt-mobile.com/terms-and-conditions/phone-unlock-policy","purposes":["cancel_service"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions/phone-unlock-policy","last_verified":"2026-10-12"},{"id":"handset-protection-claims","type":"phone","label":"Premium handset protection claims","value":"+1-800-316-2075","notes":"Claims can also be filed at https://fastclaim.com/metro/","source":"https://www.metrobyt-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"registered-agent-phone","type":"phone","label":"Registered agent (Corporation Service Company) - to serve a demand for arbitration","value":"+1-866-403-5272","notes":"Use only to begin arbitration or another legal proceeding, after the 60-day Notice of Dispute period.","source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"customer-relations-mail","note":"Written dispute within 60 days of the disputed charge; same address for the Notice of Dispute."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"60 days after the Notice of Dispute: AAA consumer arbitration or small claims court."}],"playbooks":[{"issue":"billing_error","summary":"Call customer service, then dispute in writing to T-Mobile Customer Relations within 60 days of the charge.","evidence":["account number","mobile number","the charge and its date","payment receipt","what you expected to pay and why"],"steps":[{"do":"Call 888-863-8768 or *611 and ask for the charge to be corrected. Note the representative's name and date.","channel":"customer-service-phone"},{"do":"If that does not fix it, write to T-Mobile Customer Relations within 60 days after you first receive the disputed charge.","channel":"customer-relations-mail"},{"do":"For a formal claim, send a Notice of Dispute to the same address with the account holder name, account number, mobile number, a description with documents, and the amount and relief you want.","channel":"customer-relations-mail"},{"do":"If Metro 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.","regulator":"fcc"}],"facts":[{"kind":"deadline","claim":"Unless the law provides otherwise, you must notify Metro by T-Mobile in writing of any dispute about your account or charges within 60 days after the date you first receive the disputed charge. If you do not, you may not pursue a claim in arbitration or in court.","issues":["billing_error"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"Accepting a credit, refund or other compensation to resolve a disputed charge fully and finally resolves the issue under the Terms. Unless the law provides otherwise, disputed charges must be paid until the dispute is resolved.","issues":["billing_error"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Port the number to the new carrier (service ends when the port completes) or cancel by phone; prepaid charges are not refunded.","evidence":["account number","account PIN","cancellation date","payment history"],"steps":[{"do":"To keep the number, turn off Port Out Protection in the myMetro app or online account (Account, Account Options, Account Protection) and give the new carrier your Metro account number and account PIN. Do not cancel Metro first.","channel":"mymetro-app"},{"do":"To cancel without porting, call customer service. Turn off AutoPay so no further payment is taken.","channel":"customer-service-phone"},{"do":"Dispute any charge after cancellation in writing within 60 days.","channel":"customer-relations-mail"}],"facts":[{"kind":"policy","claim":"If you terminate service, termination takes effect at the end of the current month of service unless you port out your number; if you port your number to another carrier, service ends when the port is complete.","issues":["cancel_service"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"process","claim":"A number cannot be ported without verification of the 6-15 digit account PIN. Generating a port-out PIN, a SIM change and turning account protection features on or off require a one-time PIN sent to the device.","issues":["cancel_service"],"source":"https://www.metrobyt-mobile.com/support/security/how-to-avoid-account-takeover-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Metro unlocks a device free of charge when it was bought from Metro, is not reported lost, stolen or blocked, and 365 days have passed since its activation date. Eligible devices are unlocked remotely within two business days.","issues":["cancel_service"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions/phone-unlock-policy","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Only a device returned within 14 days in like-new condition is refunded; service charges are not.","evidence":["receipt","original box and accessories","delivery date or purchase date"],"steps":[{"do":"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.","channel":"return-policy"},{"do":"If a refund is refused or short, call customer service, then dispute in writing within 60 days.","channel":"customer-service-phone"}],"facts":[{"kind":"deadline","claim":"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.","issues":["refund_request","equipment_return"],"source":"https://www.metrobyt-mobile.com/support/orders/return-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["refund_request","equipment_return"],"source":"https://www.metrobyt-mobile.com/support/orders/return-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["refund_request","cancel_service"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"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":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"deadline","claim":"To the extent the law allows, an arbitration or court proceeding must start within two (2) years of the date the claim arises.","source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"}],"known_blockers":["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."],"official_domains":["metrobyt-mobile.com"]},"playbooks":{"billing_error":{"company":{"id":"metro-by-t-mobile","name":"Metro by T-Mobile","sector":"wireless","website":"https://www.metrobyt-mobile.com","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Call customer service, then dispute in writing to T-Mobile Customer Relations within 60 days of the charge.","evidence":["account number","mobile number","the charge and its date","payment receipt","what you expected to pay and why"],"steps":[{"do":"Call 888-863-8768 or *611 and ask for the charge to be corrected. Note the representative's name and date.","channel":{"id":"customer-service-phone","type":"phone","label":"Metro by T-Mobile customer service and payments (888-8-METRO-8)","value":"+1-888-863-8768","purposes":["billing_error","cancel_service","refund_request","equipment_return"],"notes":"Also the number to call at once if someone made unauthorized changes to the account.","source":"https://www.metrobyt-mobile.com/support/security/how-to-avoid-account-takeover-fraud","last_verified":"2026-10-12"}},{"do":"If that does not fix it, write to T-Mobile Customer Relations within 60 days after you first receive the disputed charge.","channel":{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (written disputes and Notice of Dispute for Metro)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","cancel_service","refund_request","poor_service"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"}},{"do":"For a formal claim, send a Notice of Dispute to the same address with the account holder name, account number, mobile number, a description with documents, and the amount and relief you want.","channel":{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (written disputes and Notice of Dispute for Metro)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","cancel_service","refund_request","poor_service"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"}},{"do":"If Metro 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.","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Metro by T-Mobile customer service and payments (888-8-METRO-8)","value":"+1-888-863-8768","purposes":["billing_error","cancel_service","refund_request","equipment_return"],"notes":"Also the number to call at once if someone made unauthorized changes to the account.","source":"https://www.metrobyt-mobile.com/support/security/how-to-avoid-account-takeover-fraud","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer service short code from a Metro phone","value":"*611","notes":"The Terms and Conditions write it as 611. To make a payment from a Metro phone, the contact page lists *99.","source":"https://www.metrobyt-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"mymetro-app","type":"app","label":"myMetro app and online account (account changes, Port Out Protection)","value":"myMetro app","access":"login","source":"https://www.metrobyt-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (written disputes and Notice of Dispute for Metro)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","cancel_service","refund_request","poor_service"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"},{"id":"handset-protection-claims","type":"phone","label":"Premium handset protection claims","value":"+1-800-316-2075","notes":"Claims can also be filed at https://fastclaim.com/metro/","source":"https://www.metrobyt-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"registered-agent-phone","type":"phone","label":"Registered agent (Corporation Service Company) - to serve a demand for arbitration","value":"+1-866-403-5272","notes":"Use only to begin arbitration or another legal proceeding, after the 60-day Notice of Dispute period.","source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Unless the law provides otherwise, you must notify Metro by T-Mobile in writing of any dispute about your account or charges within 60 days after the date you first receive the disputed charge. If you do not, you may not pursue a claim in arbitration or in court.","issues":["billing_error"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"Accepting a credit, refund or other compensation to resolve a disputed charge fully and finally resolves the issue under the Terms. Unless the law provides otherwise, disputed charges must be paid until the dispute is resolved.","issues":["billing_error"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"deadline","claim":"To the extent the law allows, an arbitration or court proceeding must start within two (2) years of the date the claim arises.","source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-broadband-labels","title":"FCC broadband consumer labels","citation":"47 CFR 8.1 (Infrastructure Investment and Jobs Act section 60504); amended by FCC 26-48, 91 FR 52251 (August 13, 2026)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"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.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["billing_error","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"},{"kind":"policy","claim":"Labels must be provided in English and in any other language in which the provider markets its services in the United States.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"}]},{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Complaints against carriers under section 208 of the Communications Act may be either formal or informal.","issues":["billing_error","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.711","last_verified":"2026-10-12"},{"kind":"process","claim":"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.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.716","last_verified":"2026-10-12"},{"kind":"process","claim":"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.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.718","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"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\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Metro by T-Mobile customer service and payments (888-8-METRO-8)","value":"+1-888-863-8768","purposes":["billing_error","cancel_service","refund_request","equipment_return"],"notes":"Also the number to call at once if someone made unauthorized changes to the account.","source":"https://www.metrobyt-mobile.com/support/security/how-to-avoid-account-takeover-fraud","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Written dispute within 60 days of the disputed charge; same address for the Notice of Dispute.","channel":{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (written disputes and Notice of Dispute for Metro)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","cancel_service","refund_request","poor_service"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"60 days after the Notice of Dispute: AAA consumer arbitration or small claims court."}],"known_blockers":["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."],"security":{"official_domains":["metrobyt-mobile.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":18},"verified_from":{"page":18},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 18 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Prepaid wireless brand of T-Mobile (formerly MetroPCS). Metro's Terms and Conditions (effective September 1, 2026) send disputes to the same T-Mobile Customer Relations address in Albuquerque as T-Mobile postpaid. Service is paid in advance and charges are non-refundable. The Metro \"Transfer number\" support page returned Access Denied in the browser on 2026-10-12, so the port-out PIN steps are not recorded here.","warnings":[]},"cancel_service":{"company":{"id":"metro-by-t-mobile","name":"Metro by T-Mobile","sector":"wireless","website":"https://www.metrobyt-mobile.com","account_url":null},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Port the number to the new carrier (service ends when the port completes) or cancel by phone; prepaid charges are not refunded.","evidence":["account number","account PIN","cancellation date","payment history"],"steps":[{"do":"To keep the number, turn off Port Out Protection in the myMetro app or online account (Account, Account Options, Account Protection) and give the new carrier your Metro account number and account PIN. Do not cancel Metro first.","channel":{"id":"mymetro-app","type":"app","label":"myMetro app and online account (account changes, Port Out Protection)","value":"myMetro app","access":"login","source":"https://www.metrobyt-mobile.com/contact-us","last_verified":"2026-10-12"}},{"do":"To cancel without porting, call customer service. Turn off AutoPay so no further payment is taken.","channel":{"id":"customer-service-phone","type":"phone","label":"Metro by T-Mobile customer service and payments (888-8-METRO-8)","value":"+1-888-863-8768","purposes":["billing_error","cancel_service","refund_request","equipment_return"],"notes":"Also the number to call at once if someone made unauthorized changes to the account.","source":"https://www.metrobyt-mobile.com/support/security/how-to-avoid-account-takeover-fraud","last_verified":"2026-10-12"}},{"do":"Dispute any charge after cancellation in writing within 60 days.","channel":{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (written disputes and Notice of Dispute for Metro)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","cancel_service","refund_request","poor_service"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Metro by T-Mobile customer service and payments (888-8-METRO-8)","value":"+1-888-863-8768","purposes":["billing_error","cancel_service","refund_request","equipment_return"],"notes":"Also the number to call at once if someone made unauthorized changes to the account.","source":"https://www.metrobyt-mobile.com/support/security/how-to-avoid-account-takeover-fraud","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer service short code from a Metro phone","value":"*611","notes":"The Terms and Conditions write it as 611. To make a payment from a Metro phone, the contact page lists *99.","source":"https://www.metrobyt-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"mymetro-app","type":"app","label":"myMetro app and online account (account changes, Port Out Protection)","value":"myMetro app","access":"login","source":"https://www.metrobyt-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (written disputes and Notice of Dispute for Metro)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","cancel_service","refund_request","poor_service"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"},{"id":"phone-unlock-policy","type":"portal","label":"Metro by T-Mobile Phone Unlock Policy","value":"https://www.metrobyt-mobile.com/terms-and-conditions/phone-unlock-policy","purposes":["cancel_service"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions/phone-unlock-policy","last_verified":"2026-10-12"},{"id":"handset-protection-claims","type":"phone","label":"Premium handset protection claims","value":"+1-800-316-2075","notes":"Claims can also be filed at https://fastclaim.com/metro/","source":"https://www.metrobyt-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"registered-agent-phone","type":"phone","label":"Registered agent (Corporation Service Company) - to serve a demand for arbitration","value":"+1-866-403-5272","notes":"Use only to begin arbitration or another legal proceeding, after the 60-day Notice of Dispute period.","source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"If you terminate service, termination takes effect at the end of the current month of service unless you port out your number; if you port your number to another carrier, service ends when the port is complete.","issues":["cancel_service"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"process","claim":"A number cannot be ported without verification of the 6-15 digit account PIN. Generating a port-out PIN, a SIM change and turning account protection features on or off require a one-time PIN sent to the device.","issues":["cancel_service"],"source":"https://www.metrobyt-mobile.com/support/security/how-to-avoid-account-takeover-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Metro unlocks a device free of charge when it was bought from Metro, is not reported lost, stolen or blocked, and 365 days have passed since its activation date. Eligible devices are unlocked remotely within two business days.","issues":["cancel_service"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions/phone-unlock-policy","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"deadline","claim":"To the extent the law allows, an arbitration or court proceeding must start within two (2) years of the date the claim arises.","source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points_omitted":4,"points":[]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"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.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"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).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Metro by T-Mobile customer service and payments (888-8-METRO-8)","value":"+1-888-863-8768","purposes":["billing_error","cancel_service","refund_request","equipment_return"],"notes":"Also the number to call at once if someone made unauthorized changes to the account.","source":"https://www.metrobyt-mobile.com/support/security/how-to-avoid-account-takeover-fraud","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Written dispute within 60 days of the disputed charge; same address for the Notice of Dispute.","channel":{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (written disputes and Notice of Dispute for Metro)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","cancel_service","refund_request","poor_service"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"60 days after the Notice of Dispute: AAA consumer arbitration or small claims court."}],"known_blockers":["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."],"security":{"official_domains":["metrobyt-mobile.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":18},"verified_from":{"page":18},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 18 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Prepaid wireless brand of T-Mobile (formerly MetroPCS). Metro's Terms and Conditions (effective September 1, 2026) send disputes to the same T-Mobile Customer Relations address in Albuquerque as T-Mobile postpaid. Service is paid in advance and charges are non-refundable. The Metro \"Transfer number\" support page returned Access Denied in the browser on 2026-10-12, so the port-out PIN steps are not recorded here.","warnings":[]},"refund_request":{"company":{"id":"metro-by-t-mobile","name":"Metro by T-Mobile","sector":"wireless","website":"https://www.metrobyt-mobile.com","account_url":null},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Only a device returned within 14 days in like-new condition is refunded; service charges are not.","evidence":["receipt","original box and accessories","delivery date or purchase date"],"steps":[{"do":"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.","channel":{"id":"return-policy","type":"portal","label":"Metro return policy","value":"https://www.metrobyt-mobile.com/support/orders/return-policy","purposes":["refund_request","equipment_return"],"source":"https://www.metrobyt-mobile.com/support/orders/return-policy","last_verified":"2026-10-12"}},{"do":"If a refund is refused or short, call customer service, then dispute in writing within 60 days.","channel":{"id":"customer-service-phone","type":"phone","label":"Metro by T-Mobile customer service and payments (888-8-METRO-8)","value":"+1-888-863-8768","purposes":["billing_error","cancel_service","refund_request","equipment_return"],"notes":"Also the number to call at once if someone made unauthorized changes to the account.","source":"https://www.metrobyt-mobile.com/support/security/how-to-avoid-account-takeover-fraud","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Metro by T-Mobile customer service and payments (888-8-METRO-8)","value":"+1-888-863-8768","purposes":["billing_error","cancel_service","refund_request","equipment_return"],"notes":"Also the number to call at once if someone made unauthorized changes to the account.","source":"https://www.metrobyt-mobile.com/support/security/how-to-avoid-account-takeover-fraud","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer service short code from a Metro phone","value":"*611","notes":"The Terms and Conditions write it as 611. To make a payment from a Metro phone, the contact page lists *99.","source":"https://www.metrobyt-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"mymetro-app","type":"app","label":"myMetro app and online account (account changes, Port Out Protection)","value":"myMetro app","access":"login","source":"https://www.metrobyt-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (written disputes and Notice of Dispute for Metro)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","cancel_service","refund_request","poor_service"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"},{"id":"return-policy","type":"portal","label":"Metro return policy","value":"https://www.metrobyt-mobile.com/support/orders/return-policy","purposes":["refund_request","equipment_return"],"source":"https://www.metrobyt-mobile.com/support/orders/return-policy","last_verified":"2026-10-12"},{"id":"handset-protection-claims","type":"phone","label":"Premium handset protection claims","value":"+1-800-316-2075","notes":"Claims can also be filed at https://fastclaim.com/metro/","source":"https://www.metrobyt-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"registered-agent-phone","type":"phone","label":"Registered agent (Corporation Service Company) - to serve a demand for arbitration","value":"+1-866-403-5272","notes":"Use only to begin arbitration or another legal proceeding, after the 60-day Notice of Dispute period.","source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"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.","issues":["refund_request","equipment_return"],"source":"https://www.metrobyt-mobile.com/support/orders/return-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["refund_request","equipment_return"],"source":"https://www.metrobyt-mobile.com/support/orders/return-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["refund_request","cancel_service"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"deadline","claim":"To the extent the law allows, an arbitration or court proceeding must start within two (2) years of the date the claim arises.","source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Metro by T-Mobile customer service and payments (888-8-METRO-8)","value":"+1-888-863-8768","purposes":["billing_error","cancel_service","refund_request","equipment_return"],"notes":"Also the number to call at once if someone made unauthorized changes to the account.","source":"https://www.metrobyt-mobile.com/support/security/how-to-avoid-account-takeover-fraud","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Written dispute within 60 days of the disputed charge; same address for the Notice of Dispute.","channel":{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (written disputes and Notice of Dispute for Metro)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","cancel_service","refund_request","poor_service"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"60 days after the Notice of Dispute: AAA consumer arbitration or small claims court."}],"known_blockers":["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."],"security":{"official_domains":["metrobyt-mobile.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":18},"verified_from":{"page":18},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 18 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Prepaid wireless brand of T-Mobile (formerly MetroPCS). Metro's Terms and Conditions (effective September 1, 2026) send disputes to the same T-Mobile Customer Relations address in Albuquerque as T-Mobile postpaid. Service is paid in advance and charges are non-refundable. The Metro \"Transfer number\" support page returned Access Denied in the browser on 2026-10-12, so the port-out PIN steps are not recorded here.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Metro by T-Mobile customer service and payments (888-8-METRO-8)","value":"+1-888-863-8768","purposes":["billing_error","cancel_service","refund_request","equipment_return"],"notes":"Also the number to call at once if someone made unauthorized changes to the account.","source":"https://www.metrobyt-mobile.com/support/security/how-to-avoid-account-takeover-fraud","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Written dispute within 60 days of the disputed charge; same address for the Notice of Dispute.","channel":{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (written disputes and Notice of Dispute for Metro)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","cancel_service","refund_request","poor_service"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"60 days after the Notice of Dispute: AAA consumer arbitration or small claims court."}],"security":{"official_domains":["metrobyt-mobile.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":18},"verified_from":{"page":18},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 18 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"wireless","title":"Wireless carriers — how complaints work","last_verified":"2026-10-12","file":"guides/wireless.md","page":"https://escalate.alexgaoth.com/#/guides/wireless"}}