{"id":"us-mobile","page":"https://escalate.alexgaoth.com/#/c/us-mobile","html":"https://escalate.alexgaoth.com/c/us-mobile/","generated":"2026-10-15","company":{"id":"us-mobile","name":"US Mobile","aliases":["usmobile","us mobile inc"],"sector":"wireless","parent":"US Mobile, Inc.","website":"https://www.usmobile.com","regulators":["fcc"],"notes":"Prepaid wireless service provided by US Mobile, Inc. (New York). Arbitration is with National Arbitration and Mediation (NAM). Terms effective June 23, 2026.","channels":[{"id":"support-phone","type":"phone","label":"US Mobile support","value":"+1-878-205-0088","hours":"9am-9pm Eastern","purposes":["billing_error","bill_increase","cancel_service","service_outage"],"source":"https://www.usmobile.com/about-us","last_verified":"2026-10-12"},{"id":"support-email","type":"email","label":"US Mobile support email (24/7)","value":"help@usmobile.com","purposes":["billing_error","bill_increase","cancel_service","service_outage"],"notes":"The page shows the address behind an email-protection link; this is the decoded address.","source":"https://www.usmobile.com/about-us","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"US Mobile chat support (24/7)","value":"https://www.usmobile.com/about-us","purposes":["billing_error","cancel_service","service_outage"],"notes":"The page says \"24/7 support by chat and email\" but gives no direct chat link.","source":"https://www.usmobile.com/about-us","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (mail)","value":"US Mobile, Inc., Attn Legal/Notice of Dispute, 295 Madison Ave, 6th Floor, New York, NY 10017","purposes":["billing_error","bill_increase","cancel_service","service_outage","poor_service"],"notes":"For an arbitration opt-out, use \"Attn Legal/Arbitration Agreement Opt Out\" at the same address.","source":"https://www.usmobile.com/terms","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"support-chat"},{"rung":"written_complaint","channel":"notice-of-dispute-mail","note":"Written notice at least 60 days before arbitration."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"National Arbitration and Mediation (NAM); small claims court for individual relief is an alternative."}],"playbooks":[{"issue":"billing_error","summary":"Dispute promptly (within 30 days of the charge appearing) by chat or email, then mail a Notice of Dispute.","evidence":["account email","invoice from the online account","the charge and the correct amount"],"steps":[{"do":"Contact support by chat, email or phone as soon as the charge appears on your online account statement. Ask for a correction or refund to the payment method on file.","channel":"support-email"},{"do":"If not fixed, mail a Notice of Dispute to the Legal department.","channel":"notice-of-dispute-mail"},{"do":"After 60 days, file an FCC complaint, or start NAM arbitration or a small claims case.","regulator":"fcc"}],"facts":[{"kind":"deadline","claim":"The Terms limit US Mobile's liability for unauthorized or disputed charges that appeared more than 30 days earlier on your online account statement and that you did not promptly dispute.","issues":["billing_error"],"source":"https://www.usmobile.com/terms","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"US Mobile must give at least 30 days' written notice of a price increase. If you do not accept a materially adverse change, cancel.","evidence":["price change notice","invoices before and after"],"steps":[{"do":"Check the date of the written notice. An increase needs at least 30 days' prior notice."},{"do":"Ask support for a cheaper plan with the same service, or cancel if you do not accept the change.","channel":"support-chat"}],"facts":[{"kind":"policy","claim":"US Mobile may increase any applicable charges upon at least thirty (30) days' prior written notice. If you do not accept a materially adverse change, you must cancel the service.","issues":["bill_increase"],"source":"https://www.usmobile.com/terms","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Cancel any time. Porting out forfeits the rest of the billing cycle. Full refunds only within 45 days of purchase with no usage in the current cycle.","evidence":["account email","purchase date","usage in the current cycle"],"steps":[{"do":"Before porting out, note that the remaining days in the billing cycle are forfeited."},{"do":"Ask support whether a refund applies. Month-to-month plans get a full refund only if purchased less than 45 days ago with no usage in the current cycle.","channel":"support-chat"}],"facts":[{"kind":"policy","claim":"Porting out from US Mobile immediately forfeits any remaining days in your billing cycle.","issues":["cancel_service"],"source":"https://www.usmobile.com/terms","last_verified":"2026-10-12"},{"kind":"policy","claim":"US Mobile does not refund Service used and canceled during the monthly billing cycle. Month-to-month plans can get a full refund if it has been less than 45 days since the date of purchase and the line has no usage in the current cycle. Refunds go to the original payment method.","issues":["cancel_service","billing_error"],"source":"https://www.usmobile.com/refund-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"For unlimited plans, a partial refund is the amount paid for the current cycle minus $2 per GB of premium data used.","issues":["cancel_service"],"source":"https://www.usmobile.com/refund-policy","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"The party seeking arbitration must give written notice at least 60 days in advance. Notice to US Mobile goes to US Mobile, Inc., Attn Legal/Notice of Dispute, 295 Madison Ave, 6th Floor, New York, NY 10017. Arbitration is with National Arbitration and Mediation (NAM).","issues":["billing_error","poor_service"],"source":"https://www.usmobile.com/terms","last_verified":"2026-10-12"},{"kind":"process","claim":"Either side may bring an action seeking only individualized relief in a local small claims court instead of arbitration.","issues":["billing_error","poor_service"],"source":"https://www.usmobile.com/terms","last_verified":"2026-10-12"},{"kind":"limit","claim":"US Mobile's liability is limited to a credit or refund that must not exceed the total charges you paid. The Terms give no specific outage credit.","issues":["service_outage"],"source":"https://www.usmobile.com/terms","last_verified":"2026-10-12"}],"known_blockers":["Lines need Autopay with a valid card on file to renew; removing the card can cancel the account.","The Terms do not publish port-out PIN steps; ask support."],"official_domains":["usmobile.com"]},"playbooks":{"billing_error":{"company":{"id":"us-mobile","name":"US Mobile","sector":"wireless","website":"https://www.usmobile.com","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Dispute promptly (within 30 days of the charge appearing) by chat or email, then mail a Notice of Dispute.","evidence":["account email","invoice from the online account","the charge and the correct amount"],"steps":[{"do":"Contact support by chat, email or phone as soon as the charge appears on your online account statement. Ask for a correction or refund to the payment method on file.","channel":{"id":"support-email","type":"email","label":"US Mobile support email (24/7)","value":"help@usmobile.com","purposes":["billing_error","bill_increase","cancel_service","service_outage"],"notes":"The page shows the address behind an email-protection link; this is the decoded address.","source":"https://www.usmobile.com/about-us","last_verified":"2026-10-12"}},{"do":"If not fixed, mail a Notice of Dispute to the Legal department.","channel":{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (mail)","value":"US Mobile, Inc., Attn Legal/Notice of Dispute, 295 Madison Ave, 6th Floor, New York, NY 10017","purposes":["billing_error","bill_increase","cancel_service","service_outage","poor_service"],"notes":"For an arbitration opt-out, use \"Attn Legal/Arbitration Agreement Opt Out\" at the same address.","source":"https://www.usmobile.com/terms","last_verified":"2026-10-12"}},{"do":"After 60 days, file an FCC complaint, or start NAM arbitration or a small claims case.","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":"support-phone","type":"phone","label":"US Mobile support","value":"+1-878-205-0088","hours":"9am-9pm Eastern","purposes":["billing_error","bill_increase","cancel_service","service_outage"],"source":"https://www.usmobile.com/about-us","last_verified":"2026-10-12"},{"id":"support-email","type":"email","label":"US Mobile support email (24/7)","value":"help@usmobile.com","purposes":["billing_error","bill_increase","cancel_service","service_outage"],"notes":"The page shows the address behind an email-protection link; this is the decoded address.","source":"https://www.usmobile.com/about-us","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"US Mobile chat support (24/7)","value":"https://www.usmobile.com/about-us","purposes":["billing_error","cancel_service","service_outage"],"notes":"The page says \"24/7 support by chat and email\" but gives no direct chat link.","source":"https://www.usmobile.com/about-us","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (mail)","value":"US Mobile, Inc., Attn Legal/Notice of Dispute, 295 Madison Ave, 6th Floor, New York, NY 10017","purposes":["billing_error","bill_increase","cancel_service","service_outage","poor_service"],"notes":"For an arbitration opt-out, use \"Attn Legal/Arbitration Agreement Opt Out\" at the same address.","source":"https://www.usmobile.com/terms","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"The Terms limit US Mobile's liability for unauthorized or disputed charges that appeared more than 30 days earlier on your online account statement and that you did not promptly dispute.","issues":["billing_error"],"source":"https://www.usmobile.com/terms","last_verified":"2026-10-12"},{"kind":"process","claim":"The party seeking arbitration must give written notice at least 60 days in advance. Notice to US Mobile goes to US Mobile, Inc., Attn Legal/Notice of Dispute, 295 Madison Ave, 6th Floor, New York, NY 10017. Arbitration is with National Arbitration and Mediation (NAM).","issues":["billing_error","poor_service"],"source":"https://www.usmobile.com/terms","last_verified":"2026-10-12"},{"kind":"process","claim":"Either side may bring an action seeking only individualized relief in a local small claims court instead of arbitration.","issues":["billing_error","poor_service"],"source":"https://www.usmobile.com/terms","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":"support-chat","type":"chat","label":"US Mobile chat support (24/7)","value":"https://www.usmobile.com/about-us","purposes":["billing_error","cancel_service","service_outage"],"notes":"The page says \"24/7 support by chat and email\" but gives no direct chat link.","source":"https://www.usmobile.com/about-us","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Written notice at least 60 days before arbitration.","channel":{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (mail)","value":"US Mobile, Inc., Attn Legal/Notice of Dispute, 295 Madison Ave, 6th Floor, New York, NY 10017","purposes":["billing_error","bill_increase","cancel_service","service_outage","poor_service"],"notes":"For an arbitration opt-out, use \"Attn Legal/Arbitration Agreement Opt Out\" at the same address.","source":"https://www.usmobile.com/terms","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"National Arbitration and Mediation (NAM); small claims court for individual relief is an alternative."}],"known_blockers":["Lines need Autopay with a valid card on file to renew; removing the card can cancel the account.","The Terms do not publish port-out PIN steps; ask support."],"security":{"official_domains":["usmobile.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":12},"verified_from":{"page":12},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 12 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Prepaid wireless service provided by US Mobile, Inc. (New York). Arbitration is with National Arbitration and Mediation (NAM). Terms effective June 23, 2026.","warnings":[]},"bill_increase":{"company":{"id":"us-mobile","name":"US Mobile","sector":"wireless","website":"https://www.usmobile.com","account_url":null},"issue":{"id":"bill_increase","name":"Bill went up"},"playbook_source":"company","summary":"US Mobile must give at least 30 days' written notice of a price increase. If you do not accept a materially adverse change, cancel.","evidence":["price change notice","invoices before and after"],"steps":[{"do":"Check the date of the written notice. An increase needs at least 30 days' prior notice."},{"do":"Ask support for a cheaper plan with the same service, or cancel if you do not accept the change.","channel":{"id":"support-chat","type":"chat","label":"US Mobile chat support (24/7)","value":"https://www.usmobile.com/about-us","purposes":["billing_error","cancel_service","service_outage"],"notes":"The page says \"24/7 support by chat and email\" but gives no direct chat link.","source":"https://www.usmobile.com/about-us","last_verified":"2026-10-12"}}],"channels":[{"id":"support-phone","type":"phone","label":"US Mobile support","value":"+1-878-205-0088","hours":"9am-9pm Eastern","purposes":["billing_error","bill_increase","cancel_service","service_outage"],"source":"https://www.usmobile.com/about-us","last_verified":"2026-10-12"},{"id":"support-email","type":"email","label":"US Mobile support email (24/7)","value":"help@usmobile.com","purposes":["billing_error","bill_increase","cancel_service","service_outage"],"notes":"The page shows the address behind an email-protection link; this is the decoded address.","source":"https://www.usmobile.com/about-us","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (mail)","value":"US Mobile, Inc., Attn Legal/Notice of Dispute, 295 Madison Ave, 6th Floor, New York, NY 10017","purposes":["billing_error","bill_increase","cancel_service","service_outage","poor_service"],"notes":"For an arbitration opt-out, use \"Attn Legal/Arbitration Agreement Opt Out\" at the same address.","source":"https://www.usmobile.com/terms","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"US Mobile may increase any applicable charges upon at least thirty (30) days' prior written notice. If you do not accept a materially adverse change, you must cancel the service.","issues":["bill_increase"],"source":"https://www.usmobile.com/terms","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":"support-chat","type":"chat","label":"US Mobile chat support (24/7)","value":"https://www.usmobile.com/about-us","purposes":["billing_error","cancel_service","service_outage"],"notes":"The page says \"24/7 support by chat and email\" but gives no direct chat link.","source":"https://www.usmobile.com/about-us","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Written notice at least 60 days before arbitration.","channel":{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (mail)","value":"US Mobile, Inc., Attn Legal/Notice of Dispute, 295 Madison Ave, 6th Floor, New York, NY 10017","purposes":["billing_error","bill_increase","cancel_service","service_outage","poor_service"],"notes":"For an arbitration opt-out, use \"Attn Legal/Arbitration Agreement Opt Out\" at the same address.","source":"https://www.usmobile.com/terms","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"National Arbitration and Mediation (NAM); small claims court for individual relief is an alternative."}],"known_blockers":["Lines need Autopay with a valid card on file to renew; removing the card can cancel the account.","The Terms do not publish port-out PIN steps; ask support."],"security":{"official_domains":["usmobile.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":12},"verified_from":{"page":12},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 12 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Prepaid wireless service provided by US Mobile, Inc. (New York). Arbitration is with National Arbitration and Mediation (NAM). Terms effective June 23, 2026.","warnings":[]},"cancel_service":{"company":{"id":"us-mobile","name":"US Mobile","sector":"wireless","website":"https://www.usmobile.com","account_url":null},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Cancel any time. Porting out forfeits the rest of the billing cycle. Full refunds only within 45 days of purchase with no usage in the current cycle.","evidence":["account email","purchase date","usage in the current cycle"],"steps":[{"do":"Before porting out, note that the remaining days in the billing cycle are forfeited."},{"do":"Ask support whether a refund applies. Month-to-month plans get a full refund only if purchased less than 45 days ago with no usage in the current cycle.","channel":{"id":"support-chat","type":"chat","label":"US Mobile chat support (24/7)","value":"https://www.usmobile.com/about-us","purposes":["billing_error","cancel_service","service_outage"],"notes":"The page says \"24/7 support by chat and email\" but gives no direct chat link.","source":"https://www.usmobile.com/about-us","last_verified":"2026-10-12"}}],"channels":[{"id":"support-phone","type":"phone","label":"US Mobile support","value":"+1-878-205-0088","hours":"9am-9pm Eastern","purposes":["billing_error","bill_increase","cancel_service","service_outage"],"source":"https://www.usmobile.com/about-us","last_verified":"2026-10-12"},{"id":"support-email","type":"email","label":"US Mobile support email (24/7)","value":"help@usmobile.com","purposes":["billing_error","bill_increase","cancel_service","service_outage"],"notes":"The page shows the address behind an email-protection link; this is the decoded address.","source":"https://www.usmobile.com/about-us","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"US Mobile chat support (24/7)","value":"https://www.usmobile.com/about-us","purposes":["billing_error","cancel_service","service_outage"],"notes":"The page says \"24/7 support by chat and email\" but gives no direct chat link.","source":"https://www.usmobile.com/about-us","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (mail)","value":"US Mobile, Inc., Attn Legal/Notice of Dispute, 295 Madison Ave, 6th Floor, New York, NY 10017","purposes":["billing_error","bill_increase","cancel_service","service_outage","poor_service"],"notes":"For an arbitration opt-out, use \"Attn Legal/Arbitration Agreement Opt Out\" at the same address.","source":"https://www.usmobile.com/terms","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Porting out from US Mobile immediately forfeits any remaining days in your billing cycle.","issues":["cancel_service"],"source":"https://www.usmobile.com/terms","last_verified":"2026-10-12"},{"kind":"policy","claim":"US Mobile does not refund Service used and canceled during the monthly billing cycle. Month-to-month plans can get a full refund if it has been less than 45 days since the date of purchase and the line has no usage in the current cycle. Refunds go to the original payment method.","issues":["cancel_service","billing_error"],"source":"https://www.usmobile.com/refund-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"For unlimited plans, a partial refund is the amount paid for the current cycle minus $2 per GB of premium data used.","issues":["cancel_service"],"source":"https://www.usmobile.com/refund-policy","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":"support-chat","type":"chat","label":"US Mobile chat support (24/7)","value":"https://www.usmobile.com/about-us","purposes":["billing_error","cancel_service","service_outage"],"notes":"The page says \"24/7 support by chat and email\" but gives no direct chat link.","source":"https://www.usmobile.com/about-us","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Written notice at least 60 days before arbitration.","channel":{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (mail)","value":"US Mobile, Inc., Attn Legal/Notice of Dispute, 295 Madison Ave, 6th Floor, New York, NY 10017","purposes":["billing_error","bill_increase","cancel_service","service_outage","poor_service"],"notes":"For an arbitration opt-out, use \"Attn Legal/Arbitration Agreement Opt Out\" at the same address.","source":"https://www.usmobile.com/terms","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"National Arbitration and Mediation (NAM); small claims court for individual relief is an alternative."}],"known_blockers":["Lines need Autopay with a valid card on file to renew; removing the card can cancel the account.","The Terms do not publish port-out PIN steps; ask support."],"security":{"official_domains":["usmobile.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":12},"verified_from":{"page":12},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 12 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Prepaid wireless service provided by US Mobile, Inc. (New York). Arbitration is with National Arbitration and Mediation (NAM). Terms effective June 23, 2026.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-chat","type":"chat","label":"US Mobile chat support (24/7)","value":"https://www.usmobile.com/about-us","purposes":["billing_error","cancel_service","service_outage"],"notes":"The page says \"24/7 support by chat and email\" but gives no direct chat link.","source":"https://www.usmobile.com/about-us","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Written notice at least 60 days before arbitration.","channel":{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (mail)","value":"US Mobile, Inc., Attn Legal/Notice of Dispute, 295 Madison Ave, 6th Floor, New York, NY 10017","purposes":["billing_error","bill_increase","cancel_service","service_outage","poor_service"],"notes":"For an arbitration opt-out, use \"Attn Legal/Arbitration Agreement Opt Out\" at the same address.","source":"https://www.usmobile.com/terms","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"National Arbitration and Mediation (NAM); small claims court for individual relief is an alternative."}],"security":{"official_domains":["usmobile.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":12},"verified_from":{"page":12},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 12 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"wireless","title":"Wireless carriers — how complaints work","last_verified":"2026-10-12","file":"guides/wireless.md","page":"https://escalate.alexgaoth.com/#/guides/wireless"}}