{"id":"t-mobile","page":"https://escalate.alexgaoth.com/#/c/t-mobile","html":"https://escalate.alexgaoth.com/c/t-mobile/","generated":"2026-10-15","company":{"id":"t-mobile","name":"T-Mobile","aliases":["t-mobile us","tmobile","t mobile","uscellular","us cellular","united states cellular","t-mobile home internet","t-mobile fiber","t-mobile prepaid"],"sector":"wireless","also_sectors":["internet_tv"],"parent":"T-Mobile US, Inc.","website":"https://www.t-mobile.com","regulators":["fcc"],"notes":"T-Mobile postpaid and prepaid wireless, T-Mobile 5G Home Internet and T-Mobile Fiber. T-Mobile completed its acquisition of UScellular's wireless business on August 1, 2025; UScellular customers moved to T-Mobile (the T-Mobile unlock policy page still points current UScellular customers to the UScellular unlocking policy). T-Mobile also owns Mint Mobile (Ka'ena Corporation) and Metro by T-Mobile, which have their own entries. The Terms and Conditions (effective September 1, 2026) send billing disputes and Notices of Dispute to T-Mobile Customer Relations in Albuquerque. T-Mobile does not publish an Office of the President or executive escalation channel, and its support pages publish no outage credit policy.","channels":[{"id":"customer-service-phone","type":"phone","label":"T-Mobile Customer Service (also bill payment)","value":"+1-800-937-8997","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"hours":"Customer Care representatives daily 4 a.m. to 9 p.m. Pacific Time","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer Service short code from a T-Mobile phone","value":"611","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"billing-dispute-phone","type":"phone","label":"Number named in the Terms and Conditions for bill questions and disputes","value":"+1-888-898-3087","purposes":["billing_error"],"source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"t-life-chat","type":"app","label":"T-Life app (24/7 support; live agent chat)","value":"T-Life app","purposes":["billing_error","bill_increase","cancel_service","equipment_return"],"access":"login","hours":"Live agent chat 4 a.m. to 12 a.m. Pacific Time","notes":"Most SIM and eSIM changes must be done in T-Life after T-Mobile added security measures.","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"home-internet-support-phone","type":"phone","label":"T-Mobile 5G Home Internet Technical Support","value":"+1-844-275-9310","purposes":["service_outage","equipment_return"],"source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"fiber-support-phone","type":"phone","label":"T-Mobile Fiber Technical Support","value":"+1-844-783-4237","purposes":["service_outage"],"source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"international-phone","type":"phone","label":"International Customer Service (free from a T-Mobile handset while abroad)","value":"+1-505-998-3793","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"new-customer-returns-phone","type":"phone","label":"Return Authorization line for new customers who bought by phone or online","value":"+1-866-675-1292","purposes":["equipment_return","cancel_service","refund_request"],"notes":"Current customers returning an upgrade device call 1-800-937-8997 instead.","source":"https://www.t-mobile.com/responsibility/legal/return-policy","last_verified":"2026-10-12"},{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (billing disputes and Notice of Dispute)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","bill_increase","cancel_service","equipment_return","poor_service"],"notes":"Do not send payments to this address. The Terms and Conditions name this address for written billing disputes and for the Notice of Dispute required before arbitration.","source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"cancel-service-page","type":"portal","label":"Cancel service support (what happens when you cancel)","value":"https://www.t-mobile.com/support/account/cancel-service","purposes":["cancel_service"],"notes":"The page asks customers to call before cancelling and links to the contact page. It has no online cancel button.","source":"https://www.t-mobile.com/support/account/cancel-service","last_verified":"2026-10-12"},{"id":"port-out-pin","type":"portal","label":"Transfer your number out - Temporary Port Out PIN and Port Out Protection","value":"https://www.t-mobile.com/support/account/transfer-your-phone-number/","purposes":["cancel_service"],"access":"login","notes":"Only the Primary Account Holder can generate a Temporary Port Out PIN (in T-Life or on T-Mobile.com) and remove Port Out Protection on postpaid accounts.","source":"https://www.t-mobile.com/support/account/transfer-your-phone-number/","last_verified":"2026-10-12"},{"id":"device-unlock-policy","type":"portal","label":"Device Unlock Policy","value":"https://www.t-mobile.com/responsibility/consumer-info/policies/sim-unlock-policy","purposes":["cancel_service"],"source":"https://www.t-mobile.com/responsibility/consumer-info/policies/sim-unlock-policy","last_verified":"2026-10-12"},{"id":"return-policy","type":"portal","label":"T-Mobile Return Policy (device and accessory returns)","value":"https://www.t-mobile.com/responsibility/legal/return-policy","purposes":["equipment_return","refund_request","cancel_service"],"source":"https://www.t-mobile.com/responsibility/legal/return-policy","last_verified":"2026-10-12"},{"id":"gateway-return","type":"portal","label":"Return a coverage device or Home Internet gateway (prepaid label by email)","value":"https://www.t-mobile.com/support/coverage/return-a-t-mobile-coverage-device","purposes":["equipment_return","cancel_service"],"notes":"Contact T-Mobile to start a mail return; the prepaid label usually arrives by email within 24 hours. Put the Return Authorization Slip in the box and drop it at a UPS store or in the mail.","source":"https://www.t-mobile.com/support/coverage/return-a-t-mobile-coverage-device","last_verified":"2026-10-12"},{"id":"registered-agent-phone","type":"phone","label":"Registered agent (Corporation Service Company) - to serve a demand for arbitration","value":"+1-855-898-6293","notes":"Use only to begin arbitration or another legal proceeding, after the 60-day Notice of Dispute period.","source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"corporate-hq-mail","type":"mail","label":"T-Mobile US corporate headquarters (principal executive offices)","value":"T-Mobile US, Inc., 12920 SE 38th Street, Bellevue, Washington 98006-1350","notes":"Address from T-Mobile's SEC filing. It is not the complaint or Notice of Dispute address; use T-Mobile Customer Relations in Albuquerque for those.","source":"https://www.sec.gov/Archives/edgar/data/1283699/000128369925000154/tmus-20250930.htm","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"retention","channel":"customer-service-phone","note":"The cancel page asks customers to call so T-Mobile can review the account and offer options before they cancel."},{"rung":"written_complaint","channel":"customer-relations-mail","note":"Written billing dispute within 60 days of the bill, and the Notice of Dispute required before arbitration."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"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."}],"playbooks":[{"issue":"billing_error","summary":"Raise the charge with customer care, then send a written dispute to Customer Relations within 60 days of the bill.","evidence":["the bill with the charge","account number","mobile number","what you expected to pay and why","chat transcript or rep name"],"steps":[{"do":"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.","channel":"customer-service-phone"},{"do":"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.","channel":"customer-relations-mail"},{"do":"Pay the disputed amount while the dispute is open to avoid suspension and late fees; T-Mobile applies any credit to a future bill."},{"do":"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.","channel":"customer-relations-mail"},{"do":"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.","regulator":"fcc"}],"facts":[{"kind":"deadline","claim":"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.","issues":["billing_error"],"source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["billing_error"],"source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["billing_error"],"source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["billing_error"],"source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["billing_error"],"source":"https://www.t-mobile.com/support/account/whats-impacting-your-bill/","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Check which price promotion covers the account (5-Year Price Guarantee, Price Lock or Un-contract Promise), then raise the change with customer care.","evidence":["last bill before the increase","first bill after the increase","plan name and activation date","the price promotion that applies"],"steps":[{"do":"Compare the two bills and find each changed line. Taxes, fees, add-ons and third-party services are outside every T-Mobile price promotion."},{"do":"Find which promotion applies from the plan and activation date. Call customer service or 611 and ask for the plan price to be restored if the increase breaks the promotion.","channel":"customer-service-phone"},{"do":"If you were on Last Month Price Lock or the Un-contract Promise and T-Mobile raised the plan price, tell T-Mobile within 60 days that you are leaving so it covers your final month's recurring service charges.","channel":"customer-service-phone"},{"do":"If the increase breaks a written promotion, dispute it in writing as a billing error within 60 days.","channel":"customer-relations-mail"}],"facts":[{"kind":"policy","claim":"Under the 5-Year Price Guarantee, the monthly price for talk, text and T-Mobile 5G data is guaranteed for 5 years from account activation (or from plan enrollment for accounts activated before April 23, 2025). It excludes taxes/fees, per-use charges, plan add-ons, third-party services and network management practices.","issues":["bill_increase"],"source":"https://www.t-mobile.com/cell-phone-plans/price-lock-faqs","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under Last Month Price Lock (eligible plans activated or switched January 18, 2024 to April 22, 2025) and the Un-contract Promise (accounts activated before April 28, 2022), if T-Mobile changes the price and you decide to leave, tell T-Mobile within 60 days and it covers your final month's recurring service charges.","issues":["bill_increase","cancel_service"],"source":"https://www.t-mobile.com/cell-phone-plans/price-lock-faqs","last_verified":"2026-10-12"},{"kind":"policy","claim":"T-Mobile gives at least 14 days' notice of a change to Services, Products or Rate Plan terms that has a material adverse effect on you. Surcharges may change without notice regardless of any price-related promotion, subject to that 14-day notice policy.","issues":["bill_increase"],"source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"}]},{"issue":"price_negotiation","summary":"Call customer care before cancelling; T-Mobile says it reviews the account for options to keep you.","evidence":["current bill","current T-Mobile plans and offers","competitor offers"],"steps":[{"do":"Call customer service or 611. Say you are thinking about cancelling and ask what options and plans they can offer. Give a specific target price.","channel":"customer-service-phone"},{"do":"Before changing plans, ask whether the new plan keeps your current price promotion. Changing between eligible plans does not restart the 5-Year Price Guarantee period."},{"do":"Get the new price, its end date and conditions in writing (T-Life chat transcript or order confirmation).","channel":"t-life-chat"}],"facts":[{"kind":"process","claim":"T-Mobile's cancel page says to call before you cancel so it can review your account and see what options it can offer to keep you.","issues":["price_negotiation","cancel_service"],"source":"https://www.t-mobile.com/support/account/cancel-service","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"To switch carriers, get a Temporary Port Out PIN and let the new carrier move the number; otherwise call to cancel. Expect to pay through the end of the bill cycle and any device balance.","evidence":["account number","Temporary Port Out PIN","cancellation confirmation","final bill","return tracking numbers"],"steps":[{"do":"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.","channel":"port-out-pin"},{"do":"To cancel without porting, call customer service or 611.","channel":"customer-service-phone"},{"do":"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.","channel":"return-policy"},{"do":"Return Home Internet gateways and mesh extenders with the emailed prepaid label.","channel":"gateway-return"},{"do":"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.","channel":"customer-relations-mail"}],"facts":[{"kind":"policy","claim":"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.","issues":["cancel_service"],"source":"https://www.t-mobile.com/support/account/cancel-service","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["cancel_service"],"source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"process","claim":"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.","issues":["cancel_service"],"source":"https://www.t-mobile.com/support/account/transfer-your-phone-number/","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["cancel_service","refund_request"],"source":"https://www.t-mobile.com/support/account/cancel-service","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["cancel_service"],"source":"https://www.t-mobile.com/responsibility/consumer-info/policies/sim-unlock-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["cancel_service"],"source":"https://www.t-mobile.com/responsibility/consumer-info/policies/sim-unlock-policy","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return a new device within 14 days (store purchase) or 20 days after shipping (phone or online); return Home Internet gateways promptly with the prepaid label.","evidence":["receipt or order number","Return Authorization","return tracking number","device IMEI or serial number"],"steps":[{"do":"For a store purchase, return the device with the receipt and all box contents to a T-Mobile store within 14 days of purchase.","channel":"return-policy"},{"do":"For a phone or online order, return it to a store or call for a Return Authorization and an emailed prepaid label within 20 days of the ship date. New customers call 1-866-675-1292; current customers returning an upgrade call 1-800-937-8997.","channel":"new-customer-returns-phone"},{"do":"For a Home Internet gateway or coverage device, contact T-Mobile to start the return, pack the Return Authorization Slip, and ship with the prepaid label. Keep the tracking number.","channel":"gateway-return"},{"do":"If a non-return or restocking fee appears after you returned the equipment, send the tracking number and ask for removal. Then dispute it in writing within 60 days.","channel":"customer-relations-mail"}],"facts":[{"kind":"deadline","claim":"A device or accessory bought in a T-Mobile store can be returned or exchanged for a refund within 14 days of the purchase or lease date. A device bought by phone or online can be returned within 20 days of the date it shipped.","issues":["equipment_return","refund_request"],"source":"https://www.t-mobile.com/responsibility/legal/return-policy","last_verified":"2026-10-12"},{"kind":"fee","claim":"The restocking fee is based on the device Full Retail Price - $75 for devices of $600 or more, $50 for $300-$599, and $25 for less than $300. Refunds exclude rebates, applicable taxes and fees, and shipping costs.","issues":["equipment_return","refund_request"],"source":"https://www.t-mobile.com/responsibility/legal/return-policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Devices bought through Costco can be returned within 90 days; Costco's T-Mobile support team handles returns at 833-906-2803.","issues":["equipment_return"],"source":"https://www.t-mobile.com/responsibility/legal/return-policy","last_verified":"2026-10-12"},{"kind":"process","claim":"Refunds for a returned new device may take up to 30 days to process. Everything in the box must be returned; SIM cards do not need to be returned.","issues":["equipment_return","refund_request"],"source":"https://www.t-mobile.com/support/devices/return-a-new-device","last_verified":"2026-10-12"},{"kind":"deadline","claim":"After a Home Internet line is cancelled, a return label is emailed automatically, and the gateway and mesh Wi-Fi extender must be returned within 14 days. Failure to return on time may result in a non-return fee of up to $370 plus tax.","issues":["equipment_return","cancel_service"],"source":"https://www.t-mobile.com/support/account/cancel-service","last_verified":"2026-10-12"},{"kind":"fee","claim":"Gateway and coverage device returns have no shipping or restocking charge. If T-Mobile does not receive the device within 30 days of starting the return, or it arrives damaged or inoperable, you pay the replacement or repair cost of up to $370.","issues":["equipment_return"],"source":"https://www.t-mobile.com/support/coverage/return-a-t-mobile-coverage-device","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"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":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://www.t-mobile.com/responsibility/legal/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.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"limit","claim":"The Terms and Conditions say T-Mobile does not promise uninterrupted service and is not liable for problems with service availability or quality; they state no outage credit.","issues":["service_outage"],"source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"Prepaid service is non-refundable, even if returned during the cancellation period, and there is no compensation for unused airtime or data.","issues":["refund_request"],"source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"T-Mobile completed the acquisition of the UScellular wireless business on August 1, 2025.","source":"https://www.sec.gov/Archives/edgar/data/1283699/000128369925000154/tmus-20250930.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"T-Mobile acquired 100% of the equity of Ka'ena Corporation and its subsidiaries, including Mint Mobile LLC.","source":"https://www.sec.gov/Archives/edgar/data/1283699/000128369925000154/tmus-20250930.htm","last_verified":"2026-10-12"}],"known_blockers":["Only the Primary Account Holder can generate a Temporary Port Out PIN or remove Port Out Protection; an agent cannot do this for the person.","Calls to customer care require the account PIN/passcode; online access requires the T-Mobile ID password.","Cancellation is by phone; the cancel support page has no online cancel button.","T-Mobile support pages hide key details in collapsed sections that do not show in plain page text."],"official_domains":["t-mobile.com"],"security":{"never_asks":[{"kind":"policy","claim":"T-Mobile says it will never send you a request for sensitive personal data or account information, and tells customers never to confirm such information in response to an unsolicited email, text or inbound call.","source":"https://www.t-mobile.com/privacy-center/education/online-safety-cybersecurity","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A call or text claims there is suspicious activity on your account and asks you to 'verify' your identity by sharing your login, account number, PIN or one-time code.","source":"https://www.t-mobile.com/support/plans-features/help-with-scams-spam-and-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spam-text","type":"sms","label":"Forward suspicious texts to 7726 (SPAM)","value":"7726","notes":"Do not edit the message or add comments. Reporting is free and does not count against your plan.","source":"https://www.t-mobile.com/support/plans-features/help-with-scams-spam-and-fraud","last_verified":"2026-10-12"}]}},"playbooks":{"billing_error":{"company":{"id":"t-mobile","name":"T-Mobile","sector":"wireless","website":"https://www.t-mobile.com","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Raise the charge with customer care, then send a written dispute to Customer Relations within 60 days of the bill.","evidence":["the bill with the charge","account number","mobile number","what you expected to pay and why","chat transcript or rep name"],"steps":[{"do":"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.","channel":{"id":"customer-service-phone","type":"phone","label":"T-Mobile Customer Service (also bill payment)","value":"+1-800-937-8997","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"hours":"Customer Care representatives daily 4 a.m. to 9 p.m. Pacific Time","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"}},{"do":"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.","channel":{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (billing disputes and Notice of Dispute)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","bill_increase","cancel_service","equipment_return","poor_service"],"notes":"Do not send payments to this address. The Terms and Conditions name this address for written billing disputes and for the Notice of Dispute required before arbitration.","source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"}},{"do":"Pay the disputed amount while the dispute is open to avoid suspension and late fees; T-Mobile applies any credit to a future bill."},{"do":"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.","channel":{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (billing disputes and Notice of Dispute)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","bill_increase","cancel_service","equipment_return","poor_service"],"notes":"Do not send payments to this address. The Terms and Conditions name this address for written billing disputes and for the Notice of Dispute required before arbitration.","source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"}},{"do":"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.","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":"T-Mobile Customer Service (also bill payment)","value":"+1-800-937-8997","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"hours":"Customer Care representatives daily 4 a.m. to 9 p.m. Pacific Time","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer Service short code from a T-Mobile phone","value":"611","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"billing-dispute-phone","type":"phone","label":"Number named in the Terms and Conditions for bill questions and disputes","value":"+1-888-898-3087","purposes":["billing_error"],"source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"t-life-chat","type":"app","label":"T-Life app (24/7 support; live agent chat)","value":"T-Life app","purposes":["billing_error","bill_increase","cancel_service","equipment_return"],"access":"login","hours":"Live agent chat 4 a.m. to 12 a.m. Pacific Time","notes":"Most SIM and eSIM changes must be done in T-Life after T-Mobile added security measures.","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"international-phone","type":"phone","label":"International Customer Service (free from a T-Mobile handset while abroad)","value":"+1-505-998-3793","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (billing disputes and Notice of Dispute)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","bill_increase","cancel_service","equipment_return","poor_service"],"notes":"Do not send payments to this address. The Terms and Conditions name this address for written billing disputes and for the Notice of Dispute required before arbitration.","source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"registered-agent-phone","type":"phone","label":"Registered agent (Corporation Service Company) - to serve a demand for arbitration","value":"+1-855-898-6293","notes":"Use only to begin arbitration or another legal proceeding, after the 60-day Notice of Dispute period.","source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"corporate-hq-mail","type":"mail","label":"T-Mobile US corporate headquarters (principal executive offices)","value":"T-Mobile US, Inc., 12920 SE 38th Street, Bellevue, Washington 98006-1350","notes":"Address from T-Mobile's SEC filing. It is not the complaint or Notice of Dispute address; use T-Mobile Customer Relations in Albuquerque for those.","source":"https://www.sec.gov/Archives/edgar/data/1283699/000128369925000154/tmus-20250930.htm","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"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.","issues":["billing_error"],"source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["billing_error"],"source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["billing_error"],"source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["billing_error"],"source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["billing_error"],"source":"https://www.t-mobile.com/support/account/whats-impacting-your-bill/","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://www.t-mobile.com/responsibility/legal/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.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"T-Mobile completed the acquisition of the UScellular wireless business on August 1, 2025.","source":"https://www.sec.gov/Archives/edgar/data/1283699/000128369925000154/tmus-20250930.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"T-Mobile acquired 100% of the equity of Ka'ena Corporation and its subsidiaries, including Mint Mobile LLC.","source":"https://www.sec.gov/Archives/edgar/data/1283699/000128369925000154/tmus-20250930.htm","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":"T-Mobile Customer Service (also bill payment)","value":"+1-800-937-8997","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"hours":"Customer Care representatives daily 4 a.m. to 9 p.m. Pacific Time","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"The cancel page asks customers to call so T-Mobile can review the account and offer options before they cancel.","channel":{"id":"customer-service-phone","type":"phone","label":"T-Mobile Customer Service (also bill payment)","value":"+1-800-937-8997","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"hours":"Customer Care representatives daily 4 a.m. to 9 p.m. Pacific Time","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Written billing dispute within 60 days of the bill, and the Notice of Dispute required before arbitration.","channel":{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (billing disputes and Notice of Dispute)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","bill_increase","cancel_service","equipment_return","poor_service"],"notes":"Do not send payments to this address. The Terms and Conditions name this address for written billing disputes and for the Notice of Dispute required before arbitration.","source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"}},{"index":3,"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":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"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."}],"known_blockers":["Only the Primary Account Holder can generate a Temporary Port Out PIN or remove Port Out Protection; an agent cannot do this for the person.","Calls to customer care require the account PIN/passcode; online access requires the T-Mobile ID password.","Cancellation is by phone; the cancel support page has no online cancel button.","T-Mobile support pages hide key details in collapsed sections that do not show in plain page text."],"security":{"official_domains":["t-mobile.com"],"never_asks":[{"kind":"policy","claim":"T-Mobile says it will never send you a request for sensitive personal data or account information, and tells customers never to confirm such information in response to an unsolicited email, text or inbound call.","source":"https://www.t-mobile.com/privacy-center/education/online-safety-cybersecurity","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A call or text claims there is suspicious activity on your account and asks you to 'verify' your identity by sharing your login, account number, PIN or one-time code.","source":"https://www.t-mobile.com/support/plans-features/help-with-scams-spam-and-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spam-text","type":"sms","label":"Forward suspicious texts to 7726 (SPAM)","value":"7726","notes":"Do not edit the message or add comments. Reporting is free and does not count against your plan.","source":"https://www.t-mobile.com/support/plans-features/help-with-scams-spam-and-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.985,"sources":{"primary":66,"other":1},"verified_from":{"page":47},"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). 99% of 67 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"T-Mobile postpaid and prepaid wireless, T-Mobile 5G Home Internet and T-Mobile Fiber. T-Mobile completed its acquisition of UScellular's wireless business on August 1, 2025; UScellular customers moved to T-Mobile (the T-Mobile unlock policy page still points current UScellular customers to the UScellular unlocking policy). T-Mobile also owns Mint Mobile (Ka'ena Corporation) and Metro by T-Mobile, which have their own entries. The Terms and Conditions (effective September 1, 2026) send billing disputes and Notices of Dispute to T-Mobile Customer Relations in Albuquerque. T-Mobile does not publish an Office of the President or executive escalation channel, and its support pages publish no outage credit policy.","warnings":[]},"bill_increase":{"company":{"id":"t-mobile","name":"T-Mobile","sector":"wireless","website":"https://www.t-mobile.com","account_url":null},"issue":{"id":"bill_increase","name":"Bill went up"},"playbook_source":"company","summary":"Check which price promotion covers the account (5-Year Price Guarantee, Price Lock or Un-contract Promise), then raise the change with customer care.","evidence":["last bill before the increase","first bill after the increase","plan name and activation date","the price promotion that applies"],"steps":[{"do":"Compare the two bills and find each changed line. Taxes, fees, add-ons and third-party services are outside every T-Mobile price promotion."},{"do":"Find which promotion applies from the plan and activation date. Call customer service or 611 and ask for the plan price to be restored if the increase breaks the promotion.","channel":{"id":"customer-service-phone","type":"phone","label":"T-Mobile Customer Service (also bill payment)","value":"+1-800-937-8997","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"hours":"Customer Care representatives daily 4 a.m. to 9 p.m. Pacific Time","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"}},{"do":"If you were on Last Month Price Lock or the Un-contract Promise and T-Mobile raised the plan price, tell T-Mobile within 60 days that you are leaving so it covers your final month's recurring service charges.","channel":{"id":"customer-service-phone","type":"phone","label":"T-Mobile Customer Service (also bill payment)","value":"+1-800-937-8997","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"hours":"Customer Care representatives daily 4 a.m. to 9 p.m. Pacific Time","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"}},{"do":"If the increase breaks a written promotion, dispute it in writing as a billing error within 60 days.","channel":{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (billing disputes and Notice of Dispute)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","bill_increase","cancel_service","equipment_return","poor_service"],"notes":"Do not send payments to this address. The Terms and Conditions name this address for written billing disputes and for the Notice of Dispute required before arbitration.","source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"T-Mobile Customer Service (also bill payment)","value":"+1-800-937-8997","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"hours":"Customer Care representatives daily 4 a.m. to 9 p.m. Pacific Time","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer Service short code from a T-Mobile phone","value":"611","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"t-life-chat","type":"app","label":"T-Life app (24/7 support; live agent chat)","value":"T-Life app","purposes":["billing_error","bill_increase","cancel_service","equipment_return"],"access":"login","hours":"Live agent chat 4 a.m. to 12 a.m. Pacific Time","notes":"Most SIM and eSIM changes must be done in T-Life after T-Mobile added security measures.","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"international-phone","type":"phone","label":"International Customer Service (free from a T-Mobile handset while abroad)","value":"+1-505-998-3793","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (billing disputes and Notice of Dispute)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","bill_increase","cancel_service","equipment_return","poor_service"],"notes":"Do not send payments to this address. The Terms and Conditions name this address for written billing disputes and for the Notice of Dispute required before arbitration.","source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"registered-agent-phone","type":"phone","label":"Registered agent (Corporation Service Company) - to serve a demand for arbitration","value":"+1-855-898-6293","notes":"Use only to begin arbitration or another legal proceeding, after the 60-day Notice of Dispute period.","source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"corporate-hq-mail","type":"mail","label":"T-Mobile US corporate headquarters (principal executive offices)","value":"T-Mobile US, Inc., 12920 SE 38th Street, Bellevue, Washington 98006-1350","notes":"Address from T-Mobile's SEC filing. It is not the complaint or Notice of Dispute address; use T-Mobile Customer Relations in Albuquerque for those.","source":"https://www.sec.gov/Archives/edgar/data/1283699/000128369925000154/tmus-20250930.htm","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Under the 5-Year Price Guarantee, the monthly price for talk, text and T-Mobile 5G data is guaranteed for 5 years from account activation (or from plan enrollment for accounts activated before April 23, 2025). It excludes taxes/fees, per-use charges, plan add-ons, third-party services and network management practices.","issues":["bill_increase"],"source":"https://www.t-mobile.com/cell-phone-plans/price-lock-faqs","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under Last Month Price Lock (eligible plans activated or switched January 18, 2024 to April 22, 2025) and the Un-contract Promise (accounts activated before April 28, 2022), if T-Mobile changes the price and you decide to leave, tell T-Mobile within 60 days and it covers your final month's recurring service charges.","issues":["bill_increase","cancel_service"],"source":"https://www.t-mobile.com/cell-phone-plans/price-lock-faqs","last_verified":"2026-10-12"},{"kind":"policy","claim":"T-Mobile gives at least 14 days' notice of a change to Services, Products or Rate Plan terms that has a material adverse effect on you. Surcharges may change without notice regardless of any price-related promotion, subject to that 14-day notice policy.","issues":["bill_increase"],"source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://www.t-mobile.com/responsibility/legal/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.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"T-Mobile completed the acquisition of the UScellular wireless business on August 1, 2025.","source":"https://www.sec.gov/Archives/edgar/data/1283699/000128369925000154/tmus-20250930.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"T-Mobile acquired 100% of the equity of Ka'ena Corporation and its subsidiaries, including Mint Mobile LLC.","source":"https://www.sec.gov/Archives/edgar/data/1283699/000128369925000154/tmus-20250930.htm","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_omitted":2,"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 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":"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"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"T-Mobile Customer Service (also bill payment)","value":"+1-800-937-8997","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"hours":"Customer Care representatives daily 4 a.m. to 9 p.m. Pacific Time","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"The cancel page asks customers to call so T-Mobile can review the account and offer options before they cancel.","channel":{"id":"customer-service-phone","type":"phone","label":"T-Mobile Customer Service (also bill payment)","value":"+1-800-937-8997","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"hours":"Customer Care representatives daily 4 a.m. to 9 p.m. Pacific Time","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Written billing dispute within 60 days of the bill, and the Notice of Dispute required before arbitration.","channel":{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (billing disputes and Notice of Dispute)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","bill_increase","cancel_service","equipment_return","poor_service"],"notes":"Do not send payments to this address. The Terms and Conditions name this address for written billing disputes and for the Notice of Dispute required before arbitration.","source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"}},{"index":3,"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":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"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."}],"known_blockers":["Only the Primary Account Holder can generate a Temporary Port Out PIN or remove Port Out Protection; an agent cannot do this for the person.","Calls to customer care require the account PIN/passcode; online access requires the T-Mobile ID password.","Cancellation is by phone; the cancel support page has no online cancel button.","T-Mobile support pages hide key details in collapsed sections that do not show in plain page text."],"security":{"official_domains":["t-mobile.com"],"never_asks":[{"kind":"policy","claim":"T-Mobile says it will never send you a request for sensitive personal data or account information, and tells customers never to confirm such information in response to an unsolicited email, text or inbound call.","source":"https://www.t-mobile.com/privacy-center/education/online-safety-cybersecurity","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A call or text claims there is suspicious activity on your account and asks you to 'verify' your identity by sharing your login, account number, PIN or one-time code.","source":"https://www.t-mobile.com/support/plans-features/help-with-scams-spam-and-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spam-text","type":"sms","label":"Forward suspicious texts to 7726 (SPAM)","value":"7726","notes":"Do not edit the message or add comments. Reporting is free and does not count against your plan.","source":"https://www.t-mobile.com/support/plans-features/help-with-scams-spam-and-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.985,"sources":{"primary":66,"other":1},"verified_from":{"page":47},"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). 99% of 67 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"T-Mobile postpaid and prepaid wireless, T-Mobile 5G Home Internet and T-Mobile Fiber. T-Mobile completed its acquisition of UScellular's wireless business on August 1, 2025; UScellular customers moved to T-Mobile (the T-Mobile unlock policy page still points current UScellular customers to the UScellular unlocking policy). T-Mobile also owns Mint Mobile (Ka'ena Corporation) and Metro by T-Mobile, which have their own entries. The Terms and Conditions (effective September 1, 2026) send billing disputes and Notices of Dispute to T-Mobile Customer Relations in Albuquerque. T-Mobile does not publish an Office of the President or executive escalation channel, and its support pages publish no outage credit policy.","warnings":[]},"price_negotiation":{"company":{"id":"t-mobile","name":"T-Mobile","sector":"wireless","website":"https://www.t-mobile.com","account_url":null},"issue":{"id":"price_negotiation","name":"Lower a recurring bill"},"playbook_source":"company","summary":"Call customer care before cancelling; T-Mobile says it reviews the account for options to keep you.","evidence":["current bill","current T-Mobile plans and offers","competitor offers"],"steps":[{"do":"Call customer service or 611. Say you are thinking about cancelling and ask what options and plans they can offer. Give a specific target price.","channel":{"id":"customer-service-phone","type":"phone","label":"T-Mobile Customer Service (also bill payment)","value":"+1-800-937-8997","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"hours":"Customer Care representatives daily 4 a.m. to 9 p.m. Pacific Time","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"}},{"do":"Before changing plans, ask whether the new plan keeps your current price promotion. Changing between eligible plans does not restart the 5-Year Price Guarantee period."},{"do":"Get the new price, its end date and conditions in writing (T-Life chat transcript or order confirmation).","channel":{"id":"t-life-chat","type":"app","label":"T-Life app (24/7 support; live agent chat)","value":"T-Life app","purposes":["billing_error","bill_increase","cancel_service","equipment_return"],"access":"login","hours":"Live agent chat 4 a.m. to 12 a.m. Pacific Time","notes":"Most SIM and eSIM changes must be done in T-Life after T-Mobile added security measures.","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"T-Mobile Customer Service (also bill payment)","value":"+1-800-937-8997","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"hours":"Customer Care representatives daily 4 a.m. to 9 p.m. Pacific Time","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer Service short code from a T-Mobile phone","value":"611","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"international-phone","type":"phone","label":"International Customer Service (free from a T-Mobile handset while abroad)","value":"+1-505-998-3793","source":"https://www.t-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":"+1-855-898-6293","notes":"Use only to begin arbitration or another legal proceeding, after the 60-day Notice of Dispute period.","source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"corporate-hq-mail","type":"mail","label":"T-Mobile US corporate headquarters (principal executive offices)","value":"T-Mobile US, Inc., 12920 SE 38th Street, Bellevue, Washington 98006-1350","notes":"Address from T-Mobile's SEC filing. It is not the complaint or Notice of Dispute address; use T-Mobile Customer Relations in Albuquerque for those.","source":"https://www.sec.gov/Archives/edgar/data/1283699/000128369925000154/tmus-20250930.htm","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"T-Mobile's cancel page says to call before you cancel so it can review your account and see what options it can offer to keep you.","issues":["price_negotiation","cancel_service"],"source":"https://www.t-mobile.com/support/account/cancel-service","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://www.t-mobile.com/responsibility/legal/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.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"T-Mobile completed the acquisition of the UScellular wireless business on August 1, 2025.","source":"https://www.sec.gov/Archives/edgar/data/1283699/000128369925000154/tmus-20250930.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"T-Mobile acquired 100% of the equity of Ka'ena Corporation and its subsidiaries, including Mint Mobile LLC.","source":"https://www.sec.gov/Archives/edgar/data/1283699/000128369925000154/tmus-20250930.htm","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_omitted":5,"points":[{"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"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"T-Mobile Customer Service (also bill payment)","value":"+1-800-937-8997","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"hours":"Customer Care representatives daily 4 a.m. to 9 p.m. Pacific Time","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"The cancel page asks customers to call so T-Mobile can review the account and offer options before they cancel.","channel":{"id":"customer-service-phone","type":"phone","label":"T-Mobile Customer Service (also bill payment)","value":"+1-800-937-8997","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"hours":"Customer Care representatives daily 4 a.m. to 9 p.m. Pacific Time","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Written billing dispute within 60 days of the bill, and the Notice of Dispute required before arbitration.","channel":{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (billing disputes and Notice of Dispute)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","bill_increase","cancel_service","equipment_return","poor_service"],"notes":"Do not send payments to this address. The Terms and Conditions name this address for written billing disputes and for the Notice of Dispute required before arbitration.","source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"}},{"index":3,"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":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"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."}],"known_blockers":["Only the Primary Account Holder can generate a Temporary Port Out PIN or remove Port Out Protection; an agent cannot do this for the person.","Calls to customer care require the account PIN/passcode; online access requires the T-Mobile ID password.","Cancellation is by phone; the cancel support page has no online cancel button.","T-Mobile support pages hide key details in collapsed sections that do not show in plain page text."],"security":{"official_domains":["t-mobile.com"],"never_asks":[{"kind":"policy","claim":"T-Mobile says it will never send you a request for sensitive personal data or account information, and tells customers never to confirm such information in response to an unsolicited email, text or inbound call.","source":"https://www.t-mobile.com/privacy-center/education/online-safety-cybersecurity","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A call or text claims there is suspicious activity on your account and asks you to 'verify' your identity by sharing your login, account number, PIN or one-time code.","source":"https://www.t-mobile.com/support/plans-features/help-with-scams-spam-and-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spam-text","type":"sms","label":"Forward suspicious texts to 7726 (SPAM)","value":"7726","notes":"Do not edit the message or add comments. Reporting is free and does not count against your plan.","source":"https://www.t-mobile.com/support/plans-features/help-with-scams-spam-and-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.985,"sources":{"primary":66,"other":1},"verified_from":{"page":47},"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). 99% of 67 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"T-Mobile postpaid and prepaid wireless, T-Mobile 5G Home Internet and T-Mobile Fiber. T-Mobile completed its acquisition of UScellular's wireless business on August 1, 2025; UScellular customers moved to T-Mobile (the T-Mobile unlock policy page still points current UScellular customers to the UScellular unlocking policy). T-Mobile also owns Mint Mobile (Ka'ena Corporation) and Metro by T-Mobile, which have their own entries. The Terms and Conditions (effective September 1, 2026) send billing disputes and Notices of Dispute to T-Mobile Customer Relations in Albuquerque. T-Mobile does not publish an Office of the President or executive escalation channel, and its support pages publish no outage credit policy.","warnings":[]},"cancel_service":{"company":{"id":"t-mobile","name":"T-Mobile","sector":"wireless","website":"https://www.t-mobile.com","account_url":null},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"To switch carriers, get a Temporary Port Out PIN and let the new carrier move the number; otherwise call to cancel. Expect to pay through the end of the bill cycle and any device balance.","evidence":["account number","Temporary Port Out PIN","cancellation confirmation","final bill","return tracking numbers"],"steps":[{"do":"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.","channel":{"id":"port-out-pin","type":"portal","label":"Transfer your number out - Temporary Port Out PIN and Port Out Protection","value":"https://www.t-mobile.com/support/account/transfer-your-phone-number/","purposes":["cancel_service"],"access":"login","notes":"Only the Primary Account Holder can generate a Temporary Port Out PIN (in T-Life or on T-Mobile.com) and remove Port Out Protection on postpaid accounts.","source":"https://www.t-mobile.com/support/account/transfer-your-phone-number/","last_verified":"2026-10-12"}},{"do":"To cancel without porting, call customer service or 611.","channel":{"id":"customer-service-phone","type":"phone","label":"T-Mobile Customer Service (also bill payment)","value":"+1-800-937-8997","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"hours":"Customer Care representatives daily 4 a.m. to 9 p.m. Pacific Time","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"}},{"do":"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.","channel":{"id":"return-policy","type":"portal","label":"T-Mobile Return Policy (device and accessory returns)","value":"https://www.t-mobile.com/responsibility/legal/return-policy","purposes":["equipment_return","refund_request","cancel_service"],"source":"https://www.t-mobile.com/responsibility/legal/return-policy","last_verified":"2026-10-12"}},{"do":"Return Home Internet gateways and mesh extenders with the emailed prepaid label.","channel":{"id":"gateway-return","type":"portal","label":"Return a coverage device or Home Internet gateway (prepaid label by email)","value":"https://www.t-mobile.com/support/coverage/return-a-t-mobile-coverage-device","purposes":["equipment_return","cancel_service"],"notes":"Contact T-Mobile to start a mail return; the prepaid label usually arrives by email within 24 hours. Put the Return Authorization Slip in the box and drop it at a UPS store or in the mail.","source":"https://www.t-mobile.com/support/coverage/return-a-t-mobile-coverage-device","last_verified":"2026-10-12"}},{"do":"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.","channel":{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (billing disputes and Notice of Dispute)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","bill_increase","cancel_service","equipment_return","poor_service"],"notes":"Do not send payments to this address. The Terms and Conditions name this address for written billing disputes and for the Notice of Dispute required before arbitration.","source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"T-Mobile Customer Service (also bill payment)","value":"+1-800-937-8997","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"hours":"Customer Care representatives daily 4 a.m. to 9 p.m. Pacific Time","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer Service short code from a T-Mobile phone","value":"611","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"t-life-chat","type":"app","label":"T-Life app (24/7 support; live agent chat)","value":"T-Life app","purposes":["billing_error","bill_increase","cancel_service","equipment_return"],"access":"login","hours":"Live agent chat 4 a.m. to 12 a.m. Pacific Time","notes":"Most SIM and eSIM changes must be done in T-Life after T-Mobile added security measures.","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"international-phone","type":"phone","label":"International Customer Service (free from a T-Mobile handset while abroad)","value":"+1-505-998-3793","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"new-customer-returns-phone","type":"phone","label":"Return Authorization line for new customers who bought by phone or online","value":"+1-866-675-1292","purposes":["equipment_return","cancel_service","refund_request"],"notes":"Current customers returning an upgrade device call 1-800-937-8997 instead.","source":"https://www.t-mobile.com/responsibility/legal/return-policy","last_verified":"2026-10-12"},{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (billing disputes and Notice of Dispute)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","bill_increase","cancel_service","equipment_return","poor_service"],"notes":"Do not send payments to this address. The Terms and Conditions name this address for written billing disputes and for the Notice of Dispute required before arbitration.","source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"cancel-service-page","type":"portal","label":"Cancel service support (what happens when you cancel)","value":"https://www.t-mobile.com/support/account/cancel-service","purposes":["cancel_service"],"notes":"The page asks customers to call before cancelling and links to the contact page. It has no online cancel button.","source":"https://www.t-mobile.com/support/account/cancel-service","last_verified":"2026-10-12"},{"id":"port-out-pin","type":"portal","label":"Transfer your number out - Temporary Port Out PIN and Port Out Protection","value":"https://www.t-mobile.com/support/account/transfer-your-phone-number/","purposes":["cancel_service"],"access":"login","notes":"Only the Primary Account Holder can generate a Temporary Port Out PIN (in T-Life or on T-Mobile.com) and remove Port Out Protection on postpaid accounts.","source":"https://www.t-mobile.com/support/account/transfer-your-phone-number/","last_verified":"2026-10-12"},{"id":"device-unlock-policy","type":"portal","label":"Device Unlock Policy","value":"https://www.t-mobile.com/responsibility/consumer-info/policies/sim-unlock-policy","purposes":["cancel_service"],"source":"https://www.t-mobile.com/responsibility/consumer-info/policies/sim-unlock-policy","last_verified":"2026-10-12"},{"id":"return-policy","type":"portal","label":"T-Mobile Return Policy (device and accessory returns)","value":"https://www.t-mobile.com/responsibility/legal/return-policy","purposes":["equipment_return","refund_request","cancel_service"],"source":"https://www.t-mobile.com/responsibility/legal/return-policy","last_verified":"2026-10-12"},{"id":"gateway-return","type":"portal","label":"Return a coverage device or Home Internet gateway (prepaid label by email)","value":"https://www.t-mobile.com/support/coverage/return-a-t-mobile-coverage-device","purposes":["equipment_return","cancel_service"],"notes":"Contact T-Mobile to start a mail return; the prepaid label usually arrives by email within 24 hours. Put the Return Authorization Slip in the box and drop it at a UPS store or in the mail.","source":"https://www.t-mobile.com/support/coverage/return-a-t-mobile-coverage-device","last_verified":"2026-10-12"},{"id":"registered-agent-phone","type":"phone","label":"Registered agent (Corporation Service Company) - to serve a demand for arbitration","value":"+1-855-898-6293","notes":"Use only to begin arbitration or another legal proceeding, after the 60-day Notice of Dispute period.","source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"corporate-hq-mail","type":"mail","label":"T-Mobile US corporate headquarters (principal executive offices)","value":"T-Mobile US, Inc., 12920 SE 38th Street, Bellevue, Washington 98006-1350","notes":"Address from T-Mobile's SEC filing. It is not the complaint or Notice of Dispute address; use T-Mobile Customer Relations in Albuquerque for those.","source":"https://www.sec.gov/Archives/edgar/data/1283699/000128369925000154/tmus-20250930.htm","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"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.","issues":["cancel_service"],"source":"https://www.t-mobile.com/support/account/cancel-service","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["cancel_service"],"source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"process","claim":"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.","issues":["cancel_service"],"source":"https://www.t-mobile.com/support/account/transfer-your-phone-number/","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["cancel_service","refund_request"],"source":"https://www.t-mobile.com/support/account/cancel-service","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["cancel_service"],"source":"https://www.t-mobile.com/responsibility/consumer-info/policies/sim-unlock-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["cancel_service"],"source":"https://www.t-mobile.com/responsibility/consumer-info/policies/sim-unlock-policy","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://www.t-mobile.com/responsibility/legal/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.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"T-Mobile completed the acquisition of the UScellular wireless business on August 1, 2025.","source":"https://www.sec.gov/Archives/edgar/data/1283699/000128369925000154/tmus-20250930.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"T-Mobile acquired 100% of the equity of Ka'ena Corporation and its subsidiaries, including Mint Mobile LLC.","source":"https://www.sec.gov/Archives/edgar/data/1283699/000128369925000154/tmus-20250930.htm","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":"T-Mobile Customer Service (also bill payment)","value":"+1-800-937-8997","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"hours":"Customer Care representatives daily 4 a.m. to 9 p.m. Pacific Time","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"The cancel page asks customers to call so T-Mobile can review the account and offer options before they cancel.","channel":{"id":"customer-service-phone","type":"phone","label":"T-Mobile Customer Service (also bill payment)","value":"+1-800-937-8997","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"hours":"Customer Care representatives daily 4 a.m. to 9 p.m. Pacific Time","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Written billing dispute within 60 days of the bill, and the Notice of Dispute required before arbitration.","channel":{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (billing disputes and Notice of Dispute)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","bill_increase","cancel_service","equipment_return","poor_service"],"notes":"Do not send payments to this address. The Terms and Conditions name this address for written billing disputes and for the Notice of Dispute required before arbitration.","source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"}},{"index":3,"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":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"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."}],"known_blockers":["Only the Primary Account Holder can generate a Temporary Port Out PIN or remove Port Out Protection; an agent cannot do this for the person.","Calls to customer care require the account PIN/passcode; online access requires the T-Mobile ID password.","Cancellation is by phone; the cancel support page has no online cancel button.","T-Mobile support pages hide key details in collapsed sections that do not show in plain page text."],"security":{"official_domains":["t-mobile.com"],"never_asks":[{"kind":"policy","claim":"T-Mobile says it will never send you a request for sensitive personal data or account information, and tells customers never to confirm such information in response to an unsolicited email, text or inbound call.","source":"https://www.t-mobile.com/privacy-center/education/online-safety-cybersecurity","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A call or text claims there is suspicious activity on your account and asks you to 'verify' your identity by sharing your login, account number, PIN or one-time code.","source":"https://www.t-mobile.com/support/plans-features/help-with-scams-spam-and-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spam-text","type":"sms","label":"Forward suspicious texts to 7726 (SPAM)","value":"7726","notes":"Do not edit the message or add comments. Reporting is free and does not count against your plan.","source":"https://www.t-mobile.com/support/plans-features/help-with-scams-spam-and-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.985,"sources":{"primary":66,"other":1},"verified_from":{"page":47},"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). 99% of 67 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"T-Mobile postpaid and prepaid wireless, T-Mobile 5G Home Internet and T-Mobile Fiber. T-Mobile completed its acquisition of UScellular's wireless business on August 1, 2025; UScellular customers moved to T-Mobile (the T-Mobile unlock policy page still points current UScellular customers to the UScellular unlocking policy). T-Mobile also owns Mint Mobile (Ka'ena Corporation) and Metro by T-Mobile, which have their own entries. The Terms and Conditions (effective September 1, 2026) send billing disputes and Notices of Dispute to T-Mobile Customer Relations in Albuquerque. T-Mobile does not publish an Office of the President or executive escalation channel, and its support pages publish no outage credit policy.","warnings":[]},"equipment_return":{"company":{"id":"t-mobile","name":"T-Mobile","sector":"wireless","website":"https://www.t-mobile.com","account_url":null},"issue":{"id":"equipment_return","name":"Equipment return"},"playbook_source":"company","summary":"Return a new device within 14 days (store purchase) or 20 days after shipping (phone or online); return Home Internet gateways promptly with the prepaid label.","evidence":["receipt or order number","Return Authorization","return tracking number","device IMEI or serial number"],"steps":[{"do":"For a store purchase, return the device with the receipt and all box contents to a T-Mobile store within 14 days of purchase.","channel":{"id":"return-policy","type":"portal","label":"T-Mobile Return Policy (device and accessory returns)","value":"https://www.t-mobile.com/responsibility/legal/return-policy","purposes":["equipment_return","refund_request","cancel_service"],"source":"https://www.t-mobile.com/responsibility/legal/return-policy","last_verified":"2026-10-12"}},{"do":"For a phone or online order, return it to a store or call for a Return Authorization and an emailed prepaid label within 20 days of the ship date. New customers call 1-866-675-1292; current customers returning an upgrade call 1-800-937-8997.","channel":{"id":"new-customer-returns-phone","type":"phone","label":"Return Authorization line for new customers who bought by phone or online","value":"+1-866-675-1292","purposes":["equipment_return","cancel_service","refund_request"],"notes":"Current customers returning an upgrade device call 1-800-937-8997 instead.","source":"https://www.t-mobile.com/responsibility/legal/return-policy","last_verified":"2026-10-12"}},{"do":"For a Home Internet gateway or coverage device, contact T-Mobile to start the return, pack the Return Authorization Slip, and ship with the prepaid label. Keep the tracking number.","channel":{"id":"gateway-return","type":"portal","label":"Return a coverage device or Home Internet gateway (prepaid label by email)","value":"https://www.t-mobile.com/support/coverage/return-a-t-mobile-coverage-device","purposes":["equipment_return","cancel_service"],"notes":"Contact T-Mobile to start a mail return; the prepaid label usually arrives by email within 24 hours. Put the Return Authorization Slip in the box and drop it at a UPS store or in the mail.","source":"https://www.t-mobile.com/support/coverage/return-a-t-mobile-coverage-device","last_verified":"2026-10-12"}},{"do":"If a non-return or restocking fee appears after you returned the equipment, send the tracking number and ask for removal. Then dispute it in writing within 60 days.","channel":{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (billing disputes and Notice of Dispute)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","bill_increase","cancel_service","equipment_return","poor_service"],"notes":"Do not send payments to this address. The Terms and Conditions name this address for written billing disputes and for the Notice of Dispute required before arbitration.","source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"T-Mobile Customer Service (also bill payment)","value":"+1-800-937-8997","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"hours":"Customer Care representatives daily 4 a.m. to 9 p.m. Pacific Time","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer Service short code from a T-Mobile phone","value":"611","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"t-life-chat","type":"app","label":"T-Life app (24/7 support; live agent chat)","value":"T-Life app","purposes":["billing_error","bill_increase","cancel_service","equipment_return"],"access":"login","hours":"Live agent chat 4 a.m. to 12 a.m. Pacific Time","notes":"Most SIM and eSIM changes must be done in T-Life after T-Mobile added security measures.","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"home-internet-support-phone","type":"phone","label":"T-Mobile 5G Home Internet Technical Support","value":"+1-844-275-9310","purposes":["service_outage","equipment_return"],"source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"international-phone","type":"phone","label":"International Customer Service (free from a T-Mobile handset while abroad)","value":"+1-505-998-3793","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"new-customer-returns-phone","type":"phone","label":"Return Authorization line for new customers who bought by phone or online","value":"+1-866-675-1292","purposes":["equipment_return","cancel_service","refund_request"],"notes":"Current customers returning an upgrade device call 1-800-937-8997 instead.","source":"https://www.t-mobile.com/responsibility/legal/return-policy","last_verified":"2026-10-12"},{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (billing disputes and Notice of Dispute)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","bill_increase","cancel_service","equipment_return","poor_service"],"notes":"Do not send payments to this address. The Terms and Conditions name this address for written billing disputes and for the Notice of Dispute required before arbitration.","source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"return-policy","type":"portal","label":"T-Mobile Return Policy (device and accessory returns)","value":"https://www.t-mobile.com/responsibility/legal/return-policy","purposes":["equipment_return","refund_request","cancel_service"],"source":"https://www.t-mobile.com/responsibility/legal/return-policy","last_verified":"2026-10-12"},{"id":"gateway-return","type":"portal","label":"Return a coverage device or Home Internet gateway (prepaid label by email)","value":"https://www.t-mobile.com/support/coverage/return-a-t-mobile-coverage-device","purposes":["equipment_return","cancel_service"],"notes":"Contact T-Mobile to start a mail return; the prepaid label usually arrives by email within 24 hours. Put the Return Authorization Slip in the box and drop it at a UPS store or in the mail.","source":"https://www.t-mobile.com/support/coverage/return-a-t-mobile-coverage-device","last_verified":"2026-10-12"},{"id":"registered-agent-phone","type":"phone","label":"Registered agent (Corporation Service Company) - to serve a demand for arbitration","value":"+1-855-898-6293","notes":"Use only to begin arbitration or another legal proceeding, after the 60-day Notice of Dispute period.","source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"corporate-hq-mail","type":"mail","label":"T-Mobile US corporate headquarters (principal executive offices)","value":"T-Mobile US, Inc., 12920 SE 38th Street, Bellevue, Washington 98006-1350","notes":"Address from T-Mobile's SEC filing. It is not the complaint or Notice of Dispute address; use T-Mobile Customer Relations in Albuquerque for those.","source":"https://www.sec.gov/Archives/edgar/data/1283699/000128369925000154/tmus-20250930.htm","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"A device or accessory bought in a T-Mobile store can be returned or exchanged for a refund within 14 days of the purchase or lease date. A device bought by phone or online can be returned within 20 days of the date it shipped.","issues":["equipment_return","refund_request"],"source":"https://www.t-mobile.com/responsibility/legal/return-policy","last_verified":"2026-10-12"},{"kind":"fee","claim":"The restocking fee is based on the device Full Retail Price - $75 for devices of $600 or more, $50 for $300-$599, and $25 for less than $300. Refunds exclude rebates, applicable taxes and fees, and shipping costs.","issues":["equipment_return","refund_request"],"source":"https://www.t-mobile.com/responsibility/legal/return-policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Devices bought through Costco can be returned within 90 days; Costco's T-Mobile support team handles returns at 833-906-2803.","issues":["equipment_return"],"source":"https://www.t-mobile.com/responsibility/legal/return-policy","last_verified":"2026-10-12"},{"kind":"process","claim":"Refunds for a returned new device may take up to 30 days to process. Everything in the box must be returned; SIM cards do not need to be returned.","issues":["equipment_return","refund_request"],"source":"https://www.t-mobile.com/support/devices/return-a-new-device","last_verified":"2026-10-12"},{"kind":"deadline","claim":"After a Home Internet line is cancelled, a return label is emailed automatically, and the gateway and mesh Wi-Fi extender must be returned within 14 days. Failure to return on time may result in a non-return fee of up to $370 plus tax.","issues":["equipment_return","cancel_service"],"source":"https://www.t-mobile.com/support/account/cancel-service","last_verified":"2026-10-12"},{"kind":"fee","claim":"Gateway and coverage device returns have no shipping or restocking charge. If T-Mobile does not receive the device within 30 days of starting the return, or it arrives damaged or inoperable, you pay the replacement or repair cost of up to $370.","issues":["equipment_return"],"source":"https://www.t-mobile.com/support/coverage/return-a-t-mobile-coverage-device","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://www.t-mobile.com/responsibility/legal/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.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"T-Mobile completed the acquisition of the UScellular wireless business on August 1, 2025.","source":"https://www.sec.gov/Archives/edgar/data/1283699/000128369925000154/tmus-20250930.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"T-Mobile acquired 100% of the equity of Ka'ena Corporation and its subsidiaries, including Mint Mobile LLC.","source":"https://www.sec.gov/Archives/edgar/data/1283699/000128369925000154/tmus-20250930.htm","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":"T-Mobile Customer Service (also bill payment)","value":"+1-800-937-8997","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"hours":"Customer Care representatives daily 4 a.m. to 9 p.m. Pacific Time","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"The cancel page asks customers to call so T-Mobile can review the account and offer options before they cancel.","channel":{"id":"customer-service-phone","type":"phone","label":"T-Mobile Customer Service (also bill payment)","value":"+1-800-937-8997","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"hours":"Customer Care representatives daily 4 a.m. to 9 p.m. Pacific Time","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Written billing dispute within 60 days of the bill, and the Notice of Dispute required before arbitration.","channel":{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (billing disputes and Notice of Dispute)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","bill_increase","cancel_service","equipment_return","poor_service"],"notes":"Do not send payments to this address. The Terms and Conditions name this address for written billing disputes and for the Notice of Dispute required before arbitration.","source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"}},{"index":3,"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":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"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."}],"known_blockers":["Only the Primary Account Holder can generate a Temporary Port Out PIN or remove Port Out Protection; an agent cannot do this for the person.","Calls to customer care require the account PIN/passcode; online access requires the T-Mobile ID password.","Cancellation is by phone; the cancel support page has no online cancel button.","T-Mobile support pages hide key details in collapsed sections that do not show in plain page text."],"security":{"official_domains":["t-mobile.com"],"never_asks":[{"kind":"policy","claim":"T-Mobile says it will never send you a request for sensitive personal data or account information, and tells customers never to confirm such information in response to an unsolicited email, text or inbound call.","source":"https://www.t-mobile.com/privacy-center/education/online-safety-cybersecurity","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A call or text claims there is suspicious activity on your account and asks you to 'verify' your identity by sharing your login, account number, PIN or one-time code.","source":"https://www.t-mobile.com/support/plans-features/help-with-scams-spam-and-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spam-text","type":"sms","label":"Forward suspicious texts to 7726 (SPAM)","value":"7726","notes":"Do not edit the message or add comments. Reporting is free and does not count against your plan.","source":"https://www.t-mobile.com/support/plans-features/help-with-scams-spam-and-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.985,"sources":{"primary":66,"other":1},"verified_from":{"page":47},"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). 99% of 67 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"T-Mobile postpaid and prepaid wireless, T-Mobile 5G Home Internet and T-Mobile Fiber. T-Mobile completed its acquisition of UScellular's wireless business on August 1, 2025; UScellular customers moved to T-Mobile (the T-Mobile unlock policy page still points current UScellular customers to the UScellular unlocking policy). T-Mobile also owns Mint Mobile (Ka'ena Corporation) and Metro by T-Mobile, which have their own entries. The Terms and Conditions (effective September 1, 2026) send billing disputes and Notices of Dispute to T-Mobile Customer Relations in Albuquerque. T-Mobile does not publish an Office of the President or executive escalation channel, and its support pages publish no outage credit policy.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"T-Mobile Customer Service (also bill payment)","value":"+1-800-937-8997","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"hours":"Customer Care representatives daily 4 a.m. to 9 p.m. Pacific Time","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"The cancel page asks customers to call so T-Mobile can review the account and offer options before they cancel.","channel":{"id":"customer-service-phone","type":"phone","label":"T-Mobile Customer Service (also bill payment)","value":"+1-800-937-8997","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"hours":"Customer Care representatives daily 4 a.m. to 9 p.m. Pacific Time","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Written billing dispute within 60 days of the bill, and the Notice of Dispute required before arbitration.","channel":{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (billing disputes and Notice of Dispute)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","bill_increase","cancel_service","equipment_return","poor_service"],"notes":"Do not send payments to this address. The Terms and Conditions name this address for written billing disputes and for the Notice of Dispute required before arbitration.","source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"}},{"index":3,"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":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"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."}],"security":{"official_domains":["t-mobile.com"],"never_asks":[{"kind":"policy","claim":"T-Mobile says it will never send you a request for sensitive personal data or account information, and tells customers never to confirm such information in response to an unsolicited email, text or inbound call.","source":"https://www.t-mobile.com/privacy-center/education/online-safety-cybersecurity","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A call or text claims there is suspicious activity on your account and asks you to 'verify' your identity by sharing your login, account number, PIN or one-time code.","source":"https://www.t-mobile.com/support/plans-features/help-with-scams-spam-and-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spam-text","type":"sms","label":"Forward suspicious texts to 7726 (SPAM)","value":"7726","notes":"Do not edit the message or add comments. Reporting is free and does not count against your plan.","source":"https://www.t-mobile.com/support/plans-features/help-with-scams-spam-and-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.985,"sources":{"primary":66,"other":1},"verified_from":{"page":47},"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). 99% of 67 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"T-Mobile — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/t-mobile.md","markdown":"## In short\n\nCall 611 or 1-800-937-8997, or use the T-Life app. A billing dispute must be in writing within 60 days to T-Mobile Customer Relations in Albuquerque, which also receives the Notice of Dispute required before arbitration. Accepting a credit ends the dispute, so check it covers everything first. The 5-Year Price Guarantee does not cover taxes and fees. Only the Primary Account Holder can create a port-out PIN.\n\n## How complaints actually go\n\n- Customer Service is 1-800-937-8997 (611 from a T-Mobile phone); the T-Life app has 24/7 support with live agent chat, and most SIM and eSIM changes must be done in T-Life. [T-Mobile contact us](https://www.t-mobile.com/contact-us)\n- Unless the law provides otherwise, you must notify T-Mobile in writing of a bill dispute within 60 days after you first receive the disputed bill or charge, or you may not pursue it in arbitration or court. The written address is T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380. [T-Mobile Terms and Conditions](https://www.t-mobile.com/responsibility/legal/terms-and-conditions)\n- The same address takes the Notice of Dispute. Neither side may start a proceeding until 60 days after receipt; then arbitration goes through the AAA (letter to T-Mobile's registered agent and to the AAA), or small claims court. [T-Mobile Terms and Conditions](https://www.t-mobile.com/responsibility/legal/terms-and-conditions)\n- Puerto Rico customers must raise billing disputes within 20 days of the bill; T-Mobile answers within 20 days and the Puerto Rico Telecommunications Bureau can review it within 30 calendar days. [T-Mobile Terms and Conditions](https://www.t-mobile.com/responsibility/legal/terms-and-conditions)\n\n## What tends to work\n\n- T-Mobile's cancel page asks you to call first so it can review the account and offer options to keep you; use that call to negotiate. [T-Mobile cancel service](https://www.t-mobile.com/support/account/cancel-service)\n- On Last Month Price Lock (eligible plans activated January 18, 2024 to April 22, 2025) or the Un-contract Promise (accounts activated before April 28, 2022), if T-Mobile raises the price and you tell it within 60 days that you are leaving, it covers your final month's recurring charges. [T-Mobile price lock FAQ](https://www.t-mobile.com/cell-phone-plans/price-lock-faqs)\n- T-Mobile recommends paying the full amount due while charges are disputed, to avoid interruption and late fees; credits go on a future bill. [T-Mobile billing support](https://www.t-mobile.com/support/account/whats-impacting-your-bill/)\n- An eligible postpaid device is unlocked free after 40 days active on the line, once financing is paid off. [T-Mobile unlock policy](https://www.t-mobile.com/responsibility/consumer-info/policies/sim-unlock-policy)\n\n## Traps and fine print\n\n- Accepting a credit, refund or other compensation for a bill dispute fully and finally resolves it. [T-Mobile Terms and Conditions](https://www.t-mobile.com/responsibility/legal/terms-and-conditions)\n- The 5-Year Price Guarantee excludes taxes and fees, per-use charges, add-ons, third-party services and network management practices; surcharges can change regardless of any price promotion, with 14 days' notice for material adverse changes. [T-Mobile price lock FAQ](https://www.t-mobile.com/cell-phone-plans/price-lock-faqs) [T-Mobile Terms and Conditions](https://www.t-mobile.com/responsibility/legal/terms-and-conditions)\n- Porting out ends service immediately but you are charged for the full billing cycle, and cancelling can accelerate equipment installment or lease payments. [T-Mobile Terms and Conditions](https://www.t-mobile.com/responsibility/legal/terms-and-conditions)\n- Device returns: 14 days in store, 20 days after shipping for phone or online orders; restocking fee $25 to $75 by device price. [T-Mobile return policy](https://www.t-mobile.com/responsibility/legal/return-policy)\n- Home Internet gateways must be returned within 14 days of cancelling or a non-return fee of up to $370 plus tax may apply. [T-Mobile cancel service](https://www.t-mobile.com/support/account/cancel-service)\n- The Terms promise no outage credit, and an arbitration or court proceeding must start within two years of the claim, where the law allows. [T-Mobile Terms and Conditions](https://www.t-mobile.com/responsibility/legal/terms-and-conditions)\n\n## By the numbers\n\n- ACSI 2026 (surveys April 2025 to March 2026): T-Mobile 78 (76 in 2025), the top national carrier; T-Mobile 5G Home Internet 78; Metro by T-Mobile 78; Mint Mobile 79. [ACSI study](https://theacsi.com/wp-content/uploads/2026/05/26may_Telecom-Cell-Smartwatch-Study.pdf)\n- On September 30, 2024 T-Mobile settled FCC investigations into breaches from 2021, 2022 and 2023 with a $15.75 million civil penalty and a $15.75 million cybersecurity investment. [FCC news release](https://docs.fcc.gov/public/attachments/DOC-405937A1.pdf)\n\n## Scams that target customers\n\n- T-Mobile says it will never send a request for sensitive personal or account information, and tells customers not to confirm such data after an unsolicited email, text or call. [T-Mobile online safety](https://www.t-mobile.com/privacy-center/education/online-safety-cybersecurity)\n- Scam calls and texts claim suspicious activity on the account and ask you to \"verify\" by sharing your login, account number, PIN or one-time code. Forward scam texts to 7726 (SPAM) without editing them. [T-Mobile: help with scams](https://www.t-mobile.com/support/plans-features/help-with-scams-spam-and-fraud)\n- Only the Primary Account Holder can create a Temporary Port Out PIN or remove Port Out Protection on a postpaid account, which blocks port-out fraud by other people. [T-Mobile: transfer your number](https://www.t-mobile.com/support/account/transfer-your-phone-number/)\n"},"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"}}