--- company: t-mobile title: T-Mobile — how complaints actually go last_verified: 2026-10-12 --- ## In short Call 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. ## How complaints actually go - 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) - 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) - 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) - 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) ## What tends to work - 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) - 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) - 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/) - 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) ## Traps and fine print - 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) - 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) - 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) - 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) - 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) - 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) ## By the numbers - 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) - 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) ## Scams that target customers - 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) - 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) - 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/)