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T-Mobile Reviews, Complaints & Contacts

T-Mobile US, Inc. is the Bellevue, Washington wireless carrier (Nasdaq: TMUS) behind T-Mobile, Metro by T-Mobile and Mint Mobile; its 2025 Form 10-K says it served 142.4 million postpaid and prepaid customers on December 31, 2025. Bills can be disputed within T-Mobile's 60-day window. FCC, FTC and state actions were brought against the company, there is a 2021 data breach settlement, and the Washington attorney general has filed a breach lawsuit.

REVIEWS & COMPLAINTS1,861on USAComplaints · 5 in 2023-2026
PHONE(800) 937-8997Customer service (dial 611 from a T-Mobile phone), daily 4…
WEBSITEt-mobile.com
HEADQUARTERSBellevue, WA
PROFILE CHECKED
Submit a Complaint Read reviews & complaints ↓ Call (800) 937-8997 Official website ↗
VERIFIED

Contacts

PhoneAddress

Customer service & general contact

Cancel, billing & returns

Show all 18 contacts

Account & login

Official website

Government complaint channels (not the company)

Other contacts

Settlements & legal notices

Corporate & press

VERIFIED

Locations

  • Headquarters12920 SE 38th Street, Bellevue, WA 98006
  • Mailing addressT-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380
EDITORIAL

Company Information

BBB, ComplaintsBoard and Trustpilot figures

Legal name
T-Mobile US, Inc.
Founded
1994
Business type
Wireless telecommunications carrier (Nasdaq: TMUS) selling postpaid and prepaid mobile service, home internet and devices under the T-Mobile, Metro by T-Mobile and Mint Mobile brands
Website
t-mobile.comSource: T-Mobile website, checked
Headquarters
Bellevue, WASource: T-Mobile US Form 10-K for 2025, principal executive offices, checked
Owned by
Deutsche Telekom AGSource: T-Mobile US Form 10-Q for June 30, 2026, Deutsche Telekom ownership and voting control, checked

T-Mobile US, Inc. is an SEC-registered public company (Nasdaq: TMUS) with a Bellevue, Washington headquarters, Deutsche Telekom AG as controlling stockholder and filed annual and quarterly reports that describe its legal and regulatory matters. BBB rates T-Mobile USA, Inc. A+ (not accredited) and lists 27,005 complaints filed in the last 3 years; Trustpilot shows 1.4 out of 5 from 8,828 reviews.

Regulators have acted against the company several times. These include FCC consent decrees in 2014, 2021, 2023 and 2024, an FCC location-data fine that T-Mobile is challenging at the Supreme Court. They also include the 2014 FTC cramming settlement, a 2021 New York City settlement, a May 2024 multistate advertising agreement and a pending Washington attorney general lawsuit over the 2021 breach. The 2014 FCC decree and the May 2024 multistate agreement say T-Mobile denies liability. The 2021 and 2024 FCC decrees say they are not findings on the merits, although in the 2021 decree the parties agree that two of its paragraphs accurately describe the facts underlying that investigation. Complaints and lawsuits are allegations; settled matters are described in the terms of the documents.

To protect yourself in a dispute, use the company's written channels (the notice address in the Terms & Conditions and the 60-day billing-dispute rule), keep dates and reference numbers, and escalate to the FCC or your state attorney general if T-Mobile does not fix the problem. Buy from t-mobile.com, the T-Life app or T-Mobile stores if you want T-Mobile's own return policy: the Return Policy says authorized third-party dealers apply their own.

EXTERNAL SOURCE

Independent Sources

BBB
3,619 reviews · 27,005 complaints · BBB business grade A+
Figures checked
ComplaintsBoard
44 reviews · 790 reports · average customer rating 1.9 / 5
Figures checked
Trustpilot
8,828 reviews · TrustScore 1.4 / 5
Figures checked
CONSUMER ALLEGATION

Reviews & Complaints on USAComplaints

1,861 complaints linked to the T-Mobile profile are published on this site (2000-2026). 5 are from 2023-2026.

Show 15 more complaints on this page
EDITORIAL

T-Mobile complaints and reviews: BBB, Trustpilot and ComplaintsBoard

  • BBB (T-Mobile USA, Inc., headquarters listing in Bellevue, WA): rating A+, not BBB accredited, 27,005 complaints filed in the last 3 years and 3,619 customer reviews. BBB says customer reviews are not used in its rating, and that the nature of complaints and a company's responses matter more than the raw number, which should be read against the size of the business. The profile also lists a Government Actions entry for the May 2024 multistate advertising agreement.
  • Trustpilot (claimed profile): 1.4 out of 5 from 8,828 reviews, 2,453 of them in the last 12 months; 86 percent of ratings are 1-star and 8 percent 5-star. Trustpilot notes that the company has not invited customers to review recently, so reviews may not be representative, and that it has not replied to negative reviews.
  • ComplaintsBoard: 1.9 stars from 44 reviews and 790 complaints, 180 of them marked resolved. These are submissions to that site only.

Complaints on this site. The reports are dated 2000-2026. They are user submissions, not verified findings. Most date from the contract era, before 2014, and describe billing disputes and unexpected charges, early termination fees, customer service and store visits, phone replacement and insurance claims, coverage and dropped calls, collections, unpaid rebates and third-party premium text charges.

Had an experience with T-Mobile? Tell other people what happened.

Submit a Complaint
EDITORIAL

T-Mobile cancellation, billing disputes, price changes, returns and how to complain

The rules come from T-Mobile's own Terms & Conditions (effective September 1, 2026) and support pages. Older complaints about T-Mobile often describe contract-era plans, early termination fees, rebates and third-party text charges; today's postpaid plans have no annual contract, and the current terms are these.

Cancelling. T-Mobile's support article “Cancel service support” says: “Before you cancel, give us a call - we'd love the opportunity to review your account and see what options we can offer to keep you with T-Mobile.” It also says: “Cancellations are future dated and typically take effect at the end of your current billing cycle”; “If you transfer (port) your number to another carrier, service will be billed through the end of the billing cycle”; “If you’re enrolled in AutoPay, your final bill may still be automatically charged using your saved payment method unless AutoPay is removed before the final payment processes”; and “If the entire account is canceled, any remaining device balances become due on your final bill.” After cancelling, “If a credit balance remains 30 days after your final bill, a refund may automatically be issued”, and service can be reactivated “within 90 days without a new credit check or activation fee, though your previous number may not be available.” For a cancelled Home Internet line the article says the gateway and mesh extender “must be returned within 14 days” and that a missed return “may result in a non-return fee of up to $370 plus tax.” The Terms & Conditions say: “Your Services and subscriptions continue until you cancel them, which you may need to do by contacting us”, and that service “will be deactivated immediately once you port your number to another carrier, though you will still be charged for a full billing cycle.” In practice, call 611 or (800) 937-8997, ask for the cancellation effective date and a reference number, and remove AutoPay if you want to pay the final bill yourself.

Price promises and the 2026 plan retirement. T-Mobile's page “Price Promotions (including Price Guarantee, Price Lock, & Un-contract Promise): Frequently Asked Questions” separates three promises by activation date. Accounts activated before April 28, 2022 received the “Un-contract Promise”, which T-Mobile describes as a commitment that “only you can change what you pay for your monthly talk, text, and data rate plan”; if T-Mobile raises the price and you leave, it pays your last month's plan charge, provided you tell it within 60 days. Accounts activated from April 28, 2022 to January 17, 2024 received the “Original Price Lock”. Those activating or switching from January 18, 2024 to April 22, 2025 received the “Last Month Price Lock”, with the same 60-day last-month credit if T-Mobile changes the price and you leave. From April 23, 2025, Experience smartphone plans carry a “5-Year Price Guarantee” on talk, text and T-Mobile 5G data that “excludes taxes/fees, per-use charges, plan add-ons, third-party services (such as satellite connectivity), and network management practices.”

A separate T-Mobile page for customers who “received a text on June 29, 2026 regarding plan updates” says: “Your current phone plan is being retired, so we're moving you to a plan with more benefits”, “The rate of your phone plan will increase by up to $6/line per month”, and “Some customers will see no change to their monthly bill. Others will see an increase.” The new plan carries the 5-Year Price Guarantee, and the page adds: “you're not locked into the assigned new plan. You can explore all current T-Mobile plans”. For lines that were covered by the Un-contract Promise or the Last Month Price Lock, the same page repeats the 60-day last-month credit if you choose to leave. The Terms & Conditions add that surcharges “are subject to change without notice”, that a Rate Plan price commitment “will not extend to these new technologies, features, or services unless expressly stated otherwise”, and that for a change with a material adverse effect “we will provide at least 14 days’ notice.” A federal class action about the May 2024 price increases on plans sold with “lifetime” price promises is described under Court cases.

Disputing a charge. The Terms say: “If you have any questions about your bill or want to dispute any Charges, please contact us by visiting www.T-Mobile.com, calling (888) 898-3087 or 611 from your Device, or writing to T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380. If this does not resolve your issue, please notify us in writing. Unless otherwise provided by law, you must notify us in writing of any dispute regarding your bill or Charges to your account within 60 days after the date you first receive the disputed bill or Charge. If you don’t, you may not pursue a claim in arbitration or in court.” The same section says that if you accept a credit or refund to resolve a bill dispute “you agree that the issue is fully and finally resolved”, and that “Unless otherwise provided by law, you must remit payment on any disputed Charges until the dispute is resolved.” Put the dispute in writing even if you also call, include the account holder's name, account number, the phone number and the bill date, and keep copies. If you paid the charge by credit card and it is a billing error (for example a charge you did not authorize, a wrong amount, or a service not delivered as agreed), you can also dispute it in writing with your card issuer. The federal Fair Credit Billing Act gives you 60 days from the date the statement showing the charge was sent to you. That law does not cover general complaints about service quality.

Fees on the account. The Terms (effective September 1, 2026) say: “We may charge activation, connection, prepayment, reactivation, program, or other fees to establish, connect, change, or maintain Services. Certain transactions may also be subject to a charge (for example, convenience payment, changing phone numbers, handset upgrades, etc.).” They also say: “We may charge a late fee of up to the highest amount allowed by law if you do not pay by your due date. If your payment is returned to us as not payable, we will charge a returned payment fee at the highest amount allowed by law.” If T-Mobile refers an account to a third party for collection, the Terms say “you will be assessed and owe that collection fee at the time of the referral to the third party.”

Returning a phone or accessory. The Return Policy gives 14 days from purchase for T-Mobile retail locations and, for phone or online orders, “within 20 days of the date the Device shipped to you”, with the device in its package, undamaged and unaltered. Refunds are “less any rebates received, applicable taxes and fees, and shipping costs”, and a restocking fee of $75 (retail price $600 or more), $50 ($300-$599) or $25 (under $300) may apply; “Prepaid services, e-coupons, and gift cards are non-refundable.” Costco purchases have a 90-day window, and authorized dealers follow their own policies. The policy lists a phone number for new customers, (866) 675-1292, to request a return authorization.

Switching carriers and unlocking. To move a number to another carrier, the Primary Account Holder must disable Port Out Protection if it is on and generate a Temporary Port Out PIN, then give the new carrier the T-Mobile account number, that PIN and the account PIN/passcode. T-Mobile's Device Unlock Policy says it unlocks eligible devices “free of charge”. The device must be sold by T-Mobile, not reported lost, stolen or blocked, the account in good standing, and for postpaid lines active on the T-Mobile network for at least 40 days with any financing paid in full. Prepaid devices need 365 days (or more than $100 of refills per line and 14 days since purchase).

Eligible devices are unlocked “within two business days” if they support remote unlock. The same page says: “Current UScellular customers, please review the UScellular Device Unlocking Policies for more information”, linking to UScellular's own policy; customers migrated from UScellular should read that policy as well. When leaving T-Mobile, start the port with the new carrier instead of cancelling first: the Terms say the port itself deactivates T-Mobile service, and the line is billed through the end of the billing cycle. A cancelled number may not be available to port later.

“Unlimited” data and slowdowns. T-Mobile's Open Internet page says “We prioritize network data by plan and brand”, that most T-Mobile-branded plans are prioritized before Essentials, Metro by T-Mobile and Assurance Wireless plans. T-Mobile's Open Internet page also says that for most T-Mobile-branded plans a “Heavy Data User” is a customer using more than a set amount in a billing cycle (50GB or 100GB), who is prioritized after other users. The page says that where the network is heavily loaded, lower-priority customers “will likely see significant reductions in data speeds”. The Terms say “You agree that we are not liable for problems relating to Service availability or quality.”

Contacting T-Mobile. The Contact Us page lists customer service at 611 from a T-Mobile phone or (800) 937-8997, daily 4 a.m. to 9 p.m. Pacific. The page also lists 24/7 support and live chat in the T-Life app (live agent chat 4 a.m. to 12 a.m. Pacific). Written correspondence goes to T-Mobile Customer Relations, PO Box 37380, Albuquerque, NM 87176-7380 (not for payments). For a formal legal dispute the Terms require a written Notice of Dispute sent to that Customer Relations address and a 60-day negotiation period before arbitration or small claims court (see the FAQ on suing T-Mobile).

Where else to complain. The FCC accepts informal complaints about phone service, billing, number porting and advertised speeds at fcc.gov/complaints or 1-888-CALL-FCC, (888) 225-5322; its guide says that when a complaint is served on a provider, “The service provider must respond within 30 days of receiving the complaint” and must send the response in writing to you and the FCC. Your state attorney general's consumer protection office takes complaints about deceptive sales and billing practices; in the May 2024 multistate agreement described under regulator actions, the carriers agreed to appoint “a dedicated employee to work with the attorneys general to address complaints filed by consumers.” You can also report deceptive practices to the FTC at ReportFraud.ftc.gov and file a complaint with BBB, which forwards it to the company. For the 2021 data breach settlement, see the FAQ and the settlement website.

EDITORIAL

T-Mobile FCC, FTC and state attorney-general actions

Each action is described from the regulator's own order or release. Consent decrees and settlements are not court findings unless the document says so, and each paragraph quotes the document's own language on that point.

More on regulatorsShow less

FCC consent decree on the 2021, 2022 and 2023 data breaches (September 2024). The Enforcement Bureau's Order and Consent Decree, DA 24-860 (adopted September 27 and released September 30, 2024; File Nos. EB-TCD-21-00032661, EB-TCD-23-00034726, EB-TCD-23-00035152 and EB-TCD-23-00035233). The decree resolves investigations into whether T-Mobile violated sections 201(b) and 222 of the Communications Act and the CPNI rules in connection with data breach incidents in 2021, 2022 and 2023.

T-Mobile agreed to pay a $15,750,000 civil penalty to the U.S. Treasury and to spend a further $15,750,000 over two years on cybersecurity. T-Mobile also agreed to follow a compliance plan (a Chief Information Security Officer reporting to the board, zero-trust architecture and network segmentation, multi-factor authentication, and other measures). Paragraph 55 of the decree says: “this Consent Decree does not constitute either an adjudication on the merits or a factual or legal finding regarding any compliance or noncompliance with the requirements of the Communications Laws.” The FCC's press release of September 30, 2024 describes the same terms. The payment goes to the government, not to customers.

FCC forfeiture order on location data (April 2024), now before the Supreme Court. On April 29, 2024 the FCC announced fines on four carriers for “illegally sharing access to customers’ location information without consent and without taking reasonable measures to protect that information”; its release says “Sprint and T-Mobile – which have merged since the investigation began – face fines of more than $12 million and $80 million, respectively.” T-Mobile's Form 10-Q for the quarter ended June 30, 2026 says T-Mobile and Sprint “paid those penalties under protest”, petitioned the D.C. Circuit, and that on August 15, 2025 “a panel of three judges denied the petitions for review”; on January 23, 2026 the court denied rehearing and rehearing en banc. Sprint and T-Mobile USA, Inc. then petitioned the Supreme Court (docket 25-1422) on June 22, 2026; the federal respondents opposed on September 25, 2026, the petitioners replied on October 9, 2026, and the petition was distributed for the Court's conference of November 6, 2026. The petition asks, among other things, that the Court “grant, vacate, and remand in light of” FCC v. AT&T, Inc. (2026), and disputes the FCC's reading of the statute and its counting of continuing violations. The Court has not yet ruled on the petition.

Multistate attorneys general agreement on wireless advertising (May 2024). On May 9, 2024 attorneys general announced a $10.25 million, 50-jurisdiction settlement with AT&T Mobility, Cricket Wireless, T-Mobile USA, Cellco Partnership d/b/a Verizon Wireless and TracFone Wireless over “deceptive and misleading advertising practices”. The Alaska Attorney General's release lists the required changes: refer to “unlimited” data only where there is no limit on data quantity and any speed restrictions and their triggers are disclosed. The changes also require T-Mobile to disclose the terms of “switch” payments and “free” offers, make clear when a device offer is a lease, support “save money” claims, appoint a dedicated employee for attorney-general complaints, and train customer service representatives. BBB's T-Mobile profile reproduces the Assurance of Voluntary Compliance, which says the “Wireless Companies agreed to pay Attorneys General a total of $4,089,654.00” and that “The Wireless Company denies any liability or violation of law and enters into this Assurance without any admission of liability.” The $10.25 million figure is the attorneys general's announced total for the settlements with all five carriers; the two amounts are different totals.

Washington Attorney General v. T-Mobile (pending). See Court cases for the January 6, 2025 complaint under the Washington Consumer Protection Act over the August 2021 breach, which the state says exposed data of 2,025,634 Washingtonians. The complaint is an allegation. Law360 reported on July 20, 2026 that the King County judge ruled on summary judgment that T-Mobile's text-message breach notices violated Washington's notification law 722,060 times (two violations for each of 361,030 residents notified by text); T-Mobile moved for reconsideration in August 2026. No penalty amount has been reported.

BBB National Programs advertising decision on T-Fiber (October 1, 2026). BBB National Programs' National Advertising Division (NAD, a self-regulatory body, not a court or government agency) announced on October 1, 2026 (NAD Case #7565) that, after a challenge by Charter Communications, it found T-Mobile “provided support for certain comparative claims regarding T-Mobile Fiber (T-Fiber)” but “recommended that T-Mobile modify the claim ‘Break free from big cable contracts.’” In its advertiser statement T-Mobile said it “will comply with NAD’s recommendation.” This is an advertising self-regulation recommendation, not a finding of law.

FTC, FCC and 50-state settlement on “cramming” (December 2014). The FTC alleged that T-Mobile placed unwanted third-party charges (typically $9.99 a month for services such as horoscopes and “love tips”) on phone bills and kept a share of each charge. T-Mobile agreed to refund affected customers in full and to pay at least $90 million in redress or other payments, plus $18 million to the attorneys general of all 50 states and D.C. and $4.5 million to the U.S. Treasury under the FCC decree. The FCC order (DA 14-1704) states that the Bureau “contends” T-Mobile violated the law by billing for charges consumers had not authorized and by failing to describe third-party charges clearly, and that the consent decree is “a compromise settlement of disputed issues”: “T-Mobile denies any liability or violation of law and enters into this Consent Decree without any admission of liability.” On February 1, 2017 the FTC announced that it had returned nearly $20 million in additional refunds to T-Mobile customers. Many older complaints about T-Mobile describe third-party text charges of this kind.

New York City Department of Consumer and Worker Protection (2019 to 2021). On September 5, 2019 the city announced a suit in New York County Supreme Court alleging that T-Mobile, MetroPCS NY and more than 50 authorized dealers and corporate stores sold used phones as new. The suit also alleged that they enrolled customers in financing without consent, overcharged and used deceptive return policies. On June 23, 2021 DCWP announced a settlement: T-Mobile agreed to pay $306,000 in civil penalties and $100,000 toward a claim fund. DCWP's release describes the settled matters as allegations; the claim deadline of June 23, 2022 has passed.

FCC 911 outage consent decree (November 2021). Order DA 21-1439 (adopted November 23, 2021; File No. EB-SED-20-00031733) resolves an investigation into whether T-Mobile “failed to comply with the Commission's 911 rules”. T-Mobile paid a $19,500,000 settlement payment and agreed to a compliance plan that includes follow-up notices to public safety answering points within two hours of the initial outage notice. In paragraph 11 (Admission) the parties agree, for the purpose of the decree, that paragraphs 4 through 5 “contain a true and accurate description of the facts underlying the Investigation”; the decree also states that it “does not constitute either an adjudication on the merits or a factual or legal finding regarding any compliance or noncompliance with the requirements of the Communications Laws.”

FCC Lifeline consent decree amendment (September 2023). Order DA 23-878 (September 22, 2023) amends a 2020 consent decree with “T-Mobile US, Inc., doing business as Assurance Wireless USA, L.P.” to resolve whether the company violated Lifeline rules by claiming support for subscribers who were ineligible because of non-usage; T-Mobile agreed to pay an additional $7,500,000 civil penalty. The decree amendment states that it “is for settlement purposes only and does not constitute an adjudication on the merits or a factual or legal determination regarding compliance or non-compliance.” Assurance Wireless is T-Mobile's government-supported Lifeline brand, separate from the regular T-Mobile consumer service.

EDITORIAL

T-Mobile consumer lawsuits and settlements

Court records

The main consumer cases and their status; details are in the Court cases list.

More on the lawsuitsShow less
  • In re T-Mobile Customer Data Security Breach Litigation (W.D. Mo.): a class settlement of the August 2021 breach claims received final approval on June 29, 2023. T-Mobile's 10-Q says it paid $350 million into the settlement and that the settlement “contains no admission of liability, wrongdoing or responsibility by any of the defendants.”
  • January 2023 breach: T-Mobile says a bad actor obtained data through a single API for approximately 37 million current postpaid and prepaid accounts, that it has notified affected individuals, and that it is subject to “consumer class actions and regulatory inquiries”, the outcome of which it cannot predict.
  • Washington v. T-Mobile (King County Superior Court): the state attorney general's January 2025 suit over the 2021 breach. Law360 reported in July 2026 that the judge ruled T-Mobile's text-message breach notices violated the state notification law 722,060 times, and T-Mobile asked for reconsideration in August 2026.
  • Oddo v. T-Mobile USA Inc. (W.D. Wash. 2:25-cv-01651): a putative class action over the May 2024 price increase on plans sold with lifetime price promises, filed July 12, 2024 in New Jersey and transferred to Seattle in August 2025. On September 29, 2026 the court compelled arbitration and stayed the case pending arbitration; a motion for reconsideration of that order was filed on October 13, 2026 and is pending.
  • Dale v. Deutsche Telekom AG (N.D. Ill.): a putative antitrust class action about the Sprint merger; T-Mobile's 10-Q says it is “vigorously defending this lawsuit”.
  • The 10-Q also describes shareholder suits in the Delaware Court of Chancery; these are not consumer cases.
  • Mass arbitration: the 10-Q says the 2021 breach produced “mass arbitration claims” as well as class actions, and the Terms contain a class and mass action waiver and an AAA individual arbitration clause (summarized in the FAQ).
PUBLIC RECORD

Court & Public Records

State of Washington v. T-Mobile US, Inc. and T-Mobile USA, Inc. (August 2021 data breach; Consumer Protection Act)

Filed

King County Superior Court, WashingtonFiled Checked Docket 25-2-00308-6 SEASource ↗

Filed — no final outcome recorded

T-Mobile asked the court in August 2026 to reconsider, arguing among other things that it substantially complied and that each notice should not count as two violations.

Case details: State of Washington v. T-Mobile US, Inc. and T-Mobile USA, Inc. (August 2021 data breach; Consumer Protection Act)Show less

The Washington Attorney General filed the complaint on January 6, 2025 alleging unfair and deceptive acts under the Washington Consumer Protection Act: that T-Mobile knew of cybersecurity vulnerabilities and did not fix them, misrepresented that it prioritized protecting personal data, and sent breach notices that omitted information; the state says 2,025,634 Washingtonians were affected, 183,406 of them with Social Security numbers. It seeks civil penalties, restitution and injunctive relief. These are the state's allegations. On summary judgment in 2026, the judge ruled that the text messages T-Mobile used to notify 361,030 Washington residents met neither the substitute-notice nor the content requirements of the state's breach notification law, counting 722,060 violations (Law360, July 20, 2026; BakerHostetler analysis). No penalty amount was reported with that ruling.

In re T-Mobile Customer Data Security Breach Litigation (August 2021 cyberattack; MDL No. 3019)

Settled

U.S. District Court, W.D. MissouriDecided Docket 4:21-md-03019-BCWSource ↗

Settled

The court-authorized settlement website, run by Kroll Settlement Administration, says all court proceedings are complete, the initial distribution has concluded and a residual distribution is expected later in 2026.

Case details: In re T-Mobile Customer Data Security Breach Litigation (August 2021 cyberattack; MDL No. 3019)Show less

Judge's “Order and Judgment Granting Final Approval of Class Action Settlement” of June 29, 2023: a settlement class of approximately 76.6 million U.S. residents, a $350 million cash fund and a separate commitment of at least $150 million for data security and related technology in 2022 and 2023; class counsel sought fees of 22.5 percent of the cash fund. T-Mobile's Form 10-Q for June 30, 2026 says all appeals have been resolved, the settlement is final, it has paid $350 million, and “The settlement contains no admission of liability, wrongdoing or responsibility by any of the defendants.”

Oddo et al. v. T-Mobile USA Inc. (May 2024 price increase on plans sold with lifetime price guarantees)

Filed

U.S. District Court, W.D. Washington (transferred from D.N.J., No. 2:24-cv-07719)Filed Checked Docket 2:25-cv-01651Source ↗

Filed — no final outcome recorded

The allegations about the price increase are the plaintiffs', not findings.

Case details: Oddo et al. v. T-Mobile USA Inc. (May 2024 price increase on plans sold with lifetime price guarantees)Show less

Putative class action complaint filed July 12, 2024 by four named plaintiffs on behalf of customers on the T-Mobile ONE, Simple Choice, Magenta, Magenta Max, Magenta 55+, Magenta Amplified and Magenta Military plans, alleging that T-Mobile broke a promise that their rates would not go up when it moved them to more expensive plans in May 2024. The complaint alleges that the named plaintiffs opted out of the arbitration provision and class action waiver. T-Mobile moved in D.N.J. on September 6, 2024 to dismiss for lack of personal jurisdiction and to compel arbitration; the court ordered limited discovery on whether the named plaintiffs executed valid opt-outs (January 27, 2025); an opinion and order signed August 27, 2025 transferred the case to the Western District of Washington, where it was reassigned to Judge Richard A. Jones on November 7, 2025; an amended complaint naming five plaintiffs was filed December 5, 2025; and on January 16, 2026 T-Mobile moved to compel arbitration and stay the action. On September 29, 2026 the court granted that motion (Dkt. 82): it compelled arbitration and stayed the case pending arbitration, directing the parties to report on the status of the arbitration within 90 days. This is not a ruling on whether the price increase broke any promise. A motion asking the court to reconsider that order was filed on October 13, 2026 (Dkt. 84), and on October 22, 2026 the court entered a minute order resetting deadlines and the date on which the motion is to be considered.

Sprint Corporation (now Sprint LLC) and T-Mobile USA, Inc. v. Federal Communications Commission (location data forfeiture orders)

On appeal

U.S. Court of Appeals, D.C. Circuit (Nos. 24-1224, 24-1225); U.S. Supreme CourtDocket S. Ct. 25-1422Source ↗

On appeal

The petitioners ask the Court to grant, vacate and remand in light of FCC v. AT&T, Inc. (2026) and raise questions about “location” CPNI and the FCC's counting of continuing violations.

Case details: Sprint Corporation (now Sprint LLC) and T-Mobile USA, Inc. v. Federal Communications Commission (location data forfeiture orders)Show less

Still open: the D.C. Circuit denied the carriers' challenge to the fines, and a petition asking the Supreme Court to review that decision is pending. The FCC's April 29, 2024 forfeiture orders fined T-Mobile more than $80 million and Sprint more than $12 million over customer location data. T-Mobile's 10-Q says the penalties were paid under protest. On August 15, 2025 a D.C. Circuit panel denied the petitions for review, and rehearing was denied on January 23, 2026. Sprint and T-Mobile USA filed a petition for a writ of certiorari on June 22, 2026; CTIA and the U.S. Chamber of Commerce filed amicus curiae briefs on July 27, 2026; the federal respondents filed a brief in opposition on September 25, 2026 and the petitioners replied on October 9, 2026. On October 14, 2026 the petition was distributed for the Court's conference of November 6, 2026; the docket shows no ruling on it yet.

Dale et al. v. Deutsche Telekom AG, T-Mobile and SoftBank (Sprint merger antitrust class action)

Filed

U.S. District Court, N.D. IllinoisFiled Checked Docket 1:22-cv-03189Source ↗

Filed — no final outcome recorded

T-Mobile's Form 10-Q for June 30, 2026 says that on June 17, 2022 plaintiffs filed a putative antitrust class action alleging that the Sprint merger violated the antitrust laws and harmed competition in the U.S. retail cell service market, on behalf of a purported class of AT&T and Verizon customers, seeking injunctive relief and trebled damages. T-Mobile says it is “vigorously defending this lawsuit” and cannot predict the outcome. These are the plaintiffs' allegations, not findings.

Federal Trade Commission v. T-Mobile USA, Inc. (unauthorized third-party “cramming” charges)

Settled

U.S. District Court, W.D. WashingtonFiled Docket 2:14-cv-0097-JLRSource ↗

Settled

The FCC consent decree states: “T-Mobile denies any liability or violation of law and enters into this Consent Decree without any admission of liability.”

Case details: Federal Trade Commission v. T-Mobile USA, Inc. (unauthorized third-party “cramming” charges)Show less

The FTC filed its complaint on July 1, 2014, alleging that T-Mobile placed unwanted third-party charges on customers' bills and kept 35 to 40 percent of each charge. On December 19, 2014 the FTC announced a stipulated order under which T-Mobile would pay at least $90 million in refunds or other payments, plus $18 million to the 50 states and D.C.; the parallel FCC consent decree adds $4.5 million to the U.S. Treasury. On February 1, 2017 the FTC announced that it had returned nearly $20 million in additional refunds to T-Mobile customers.

City of New York (DCWP) v. T-Mobile USA, Inc. and MetroPCS NY (sales and return practices)

Settled

Supreme Court of the State of New York, New York CountyDecided Source ↗

Settled

The city announced the suit on September 5, 2019, alleging T-Mobile, MetroPCS NY and more than 50 authorized dealers and corporate stores sold used phones as new, enrolled customers in third-party financing without consent, overcharged them and used deceptive return policies. On June 23, 2021 DCWP announced a settlement with T-Mobile: $306,000 in civil penalties and $100,000 toward a consumer claim fund; the claim deadline was June 23, 2022.

Cellco Partnership d/b/a Verizon Wireless v. T-Mobile USA Inc. (“Save Over $1,000” advertising campaign)

Dismissed

U.S. District Court, S.D. New YorkFiled Decided Docket 1:26-cv-00972-LAKSource ↗

Dismissed

The docket does not state the terms of any resolution.

Case details: Cellco Partnership d/b/a Verizon Wireless v. T-Mobile USA Inc. (“Save Over $1,000” advertising campaign)Show less

Verizon sued T-Mobile in February 2026 under the Lanham Act and New York law, alleging that T-Mobile's “Save Over $1,000” campaign was false; T-Mobile denied it and counterclaimed that Verizon's “Better Deal” campaign was false and misleading. On March 30, 2026 Judge Lewis A. Kaplan issued a memorandum opinion granting Verizon's motion for a preliminary injunction against the campaign; the opinion says it embodies the court's findings and conclusions for that motion and that Verizon was likely to succeed on its Lanham Act claim “at this preliminary stage”, so it was not a final judgment on the merits. T-Mobile filed an interlocutory appeal (Second Circuit No. 26-1119), which the parties withdrew by stipulation, with the mandate issued on September 14, 2026. A stipulation of voluntary dismissal was filed on September 11, 2026 and a “Stipulation and Order of Voluntary Dismissal” was entered on September 16, 2026, when the docket shows the case as terminated.

EDITORIAL

About T-Mobile US, Inc.: who operates T-Mobile, Metro by T-Mobile and Mint Mobile

T-Mobile US, Inc. is a Delaware corporation whose Form 10-K for 2025 (filed February 11, 2026) gives principal executive offices at 12920 SE 38th Street, Bellevue, Washington 98006-1350, and says “Our headquarters are located in Bellevue, Washington, and Overland Park, Kansas.” Its shares trade on Nasdaq as TMUS. The Terms & Conditions that retail customers accept are with T-Mobile USA, Inc., the operating subsidiary that is also the party named in most of the FCC and FTC actions described. As of December 31, 2025 the company says it provided service to 142.4 million postpaid and prepaid customers.

History (the company's account). The 2014 Form 10-K says T-Mobile USA “was formed in 1994 as VoiceStream Wireless PCS”, was spun off from Western Wireless in 1999, was acquired by Deutsche Telekom AG in 2001 and renamed T-Mobile USA in 2002, and that T-Mobile US, Inc. was formed in 2013 through a business combination with MetroPCS. Complaints that mention VoiceStream concern this predecessor. T-Mobile's 2026 filings say it completed its merger with Sprint on April 1, 2020, assuming Sprint's contingencies and litigation, and that DISH acquired certain prepaid wireless business (the “Prepaid Transaction”) in connection with the Sprint merger, so Boost Mobile is no longer a T-Mobile brand.

More company historyShow less

T-Mobile acquired Ka'ena Corporation, including Mint Mobile LLC, on May 1, 2024, and the UScellular wireless business on August 1, 2025. On August 11, 2026 T-Mobile announced that it had completed the transfer of its 800 MHz spectrum portfolio to Grain Management, LLC in exchange for $2.9 billion in cash and all of Grain's 600 MHz spectrum licenses, after FCC approval on July 1, 2026.

Ownership. The Form 10-Q for the quarter ended June 30, 2026 says that as of July 17, 2026 Deutsche Telekom AG held, directly or indirectly, approximately 54.3 percent of T-Mobile's common stock. Deutsche Telekom also has voting control over approximately 55.2 percent through its agreement with SoftBank.

Brands. The 10-K names three flagship brands: T-Mobile, Metro by T-Mobile (formerly MetroPCS, according to the New York City DCWP) and Mint Mobile, with prepaid service also under Ultra Mobile, and T-Mobile for Business. Policies, plan terms and complaint routes can differ by brand: Metro by T-Mobile and Mint Mobile customers should check that brand's own terms. The cancellation, billing, return and unlocking rules described are those of the T-Mobile-branded consumer service.

VERIFIED

Company Relationships

  • Owned byDeutsche Telekom AG
  • Affiliated withSprint Corporation (Sprint LLC)
  • Affiliated withMetro by T-Mobile
  • Affiliated withMint Mobile
  • Affiliated withUScellular wireless business (United States Cellular Corporation)
EDITORIAL

Frequently Asked Questions

How do I cancel T-Mobile service, and what happens to my bill and phone payments?

T-Mobile's “Cancel service support” article asks customers to call first (“Before you cancel, give us a call”) and says cancellations “typically take effect at the end of your current billing cycle”; if you port your number, service is billed through the end of that cycle. If the entire account is cancelled, remaining device balances become due on the final bill, and a final AutoPay charge can still run unless AutoPay is removed first. The Terms & Conditions say services continue until you cancel “which you may need to do by contacting us” and that porting your number deactivates service immediately while you are still charged for a full billing cycle.

Customer service is 611 from a T-Mobile phone or (800) 937-8997, daily 4 a.m. to 9 p.m. Pacific. Ask for the effective date and a reference number. A credit balance left 30 days after the final bill may be refunded automatically, and service can be reactivated within 90 days without a new credit check or activation fee. Home Internet equipment must be returned within 14 days of cancelling to avoid a non-return fee of up to $370 plus tax.

How can I pay my T-Mobile bill?

T-Mobile's support article “Ways to pay your T-Mobile bill” lists AutoPay, a one-time payment after logging in to your T-Mobile account, and a guest payment for paying someone else's bill with no login required. It says paying in the T-Life app has no processing fee, that payment by phone with Customer Care carries a $10 payment support fee, and that a $5 payment support fee applies to all in-store payments. Accepted methods are Visa, Mastercard, American Express, Discover, bank account, T-Mobile MONEY debit card and PayPal, with cash in store only. You can also use your bank's bill pay (payee name T Mobile, account number from your bill) or mail a check to T-Mobile, P.O. Box 742596, Cincinnati, OH 45274-2596; the article says to allow at least five days for a mailed payment to arrive.

Can T-Mobile raise my price if I have a Price Lock, Un-contract Promise or 5-Year Price Guarantee?

T-Mobile's price-promotion FAQ describes each promise by activation date. Under both the Un-contract Promise and the Last Month Price Lock, the remedy T-Mobile describes for a price increase is a credit. If it raises the price and you leave, T-Mobile pays your last month's plan charge, as long as you tell it within 60 days. The 5-Year Price Guarantee on Experience smartphone plans, for accounts activating or switching from April 23, 2025, fixes the price of talk, text and T-Mobile 5G data for five years but “excludes taxes/fees, per-use charges, plan add-ons, third-party services (such as satellite connectivity), and network management practices.”

Customers texted on June 29, 2026 were told their plan is being retired and the rate will rise by up to $6 per line per month, with the new plan carrying the 5-Year Price Guarantee. The Terms require at least 14 days' notice of a change with a material adverse effect and say surcharge amounts can change without notice. In the class action over the May 2024 increases (Oddo v. T-Mobile USA Inc., W.D. Wash. 2:25-cv-01651), the court compelled arbitration and stayed the case on September 29, 2026, and a motion asking it to reconsider is pending; the allegations are unproven.

How do I dispute a T-Mobile charge, and is there a deadline?

The Terms & Conditions give the routes: T-Mobile.com, (888) 898-3087 or 611 from a T-Mobile device, or writing to T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380. They say you must notify T-Mobile in writing of a billing dispute “within 60 days after the date you first receive the disputed bill or Charge” unless law provides otherwise, that accepting a credit or refund to resolve a dispute resolves the issue “fully and finally”, and that you must pay disputed charges until the dispute is resolved. If the company does not fix it, you can file an FCC informal complaint or a complaint with your state attorney general. If you paid by credit card and the problem is a billing error, such as an unauthorized charge or a wrong amount, you can also dispute it in writing with your card issuer. The Fair Credit Billing Act requires that within 60 days of the statement showing the charge. That process is separate from T-Mobile's.

Can I sue T-Mobile or join a class action?

The T-Mobile Terms & Conditions say all claims “WILL BE RESOLVED BY INDIVIDUAL BINDING ARBITRATION OR IN SMALL CLAIMS COURT”, including claims about privacy or data security and bills or charges, and contain a “Class and Mass Action Waiver” and a jury trial waiver. 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 (the notice address in the Terms). It must give the account holder's name, the billing account number, the phone number at issue, a description of the problem with supporting documents, a good-faith calculation of your damages and the specific relief you want. If a lawyer or someone else represents you, include your signed written authorization.

Neither side may start arbitration or a court case until 60 days after the notice is received; arbitration is administered by the American Arbitration Association under its Consumer Arbitration Rules, and either side may elect small claims court if the claim qualifies. Whether a particular clause is enforceable is decided by courts and arbitrators case by case. Class settlements, such as the 2021 data breach settlement, can still reach customers who did not opt out.

On arbitration costs the Terms say: “If you initiate an arbitration, you are required to pay AAA’s initial filing fee, but we will reimburse you for the difference between that fee and the fee for filing a complaint in a federal or state court in your county (or parish) of residence, if any, when the arbitration ends”, except that T-Mobile will not reimburse the initial filing fee if the arbitrator finds the claim or relief sought frivolous or brought for an improper purpose. The current Terms do not describe a way to opt out of arbitration. In the Oddo price-increase case the plaintiffs said they had opted out under an earlier version; on September 29, 2026 the court nonetheless compelled arbitration and stayed the case, and a motion for reconsideration of that order is pending. For a dispute worth less than your state's small claims limit, small claims court is a route the Terms allow. This is general information, not legal advice.

What happened with the 2021 T-Mobile data breach and the class settlement?

T-Mobile announced the cyberattack on August 16, 2021. A federal court in the Western District of Missouri granted final approval of a class settlement on June 29, 2023 for approximately 76.6 million people. T-Mobile's 10-Q says it paid $350 million into the settlement and spent $150 million on data security as the settlement required, and that the settlement contains no admission of liability. The court-authorized settlement website, run by Kroll Settlement Administration, says “All court proceedings are complete, and the initial distribution has concluded”, that the deadline to ask for a reissued initial payment has passed, and that “A residual distribution is expected to take place later this year”.

Members of the settlement class can still enroll in Identity Defense monitoring, or use Restoration Services after identity theft or fraud, even if they did not file a claim; the help line is (833) 512-2314. The Washington Attorney General's separate lawsuit over the same breach is pending in King County Superior Court. A separate January 2023 breach affecting about 37 million accounts is described by T-Mobile in its SEC filings.

How do I move my number to another carrier or unlock my T-Mobile phone?

T-Mobile's page says the Primary Account Holder must disable Port Out Protection on the line (if active) and generate a Temporary Port Out PIN, then give the new carrier the T-Mobile account number, the PIN and the account PIN/passcode. T-Mobile's cancellation article says service is billed through the end of the billing cycle after a port and that device installment balances become due if the whole account is cancelled.

Under the Device Unlock Policy, a T-Mobile-sold postpaid device that has been active for at least 40 days, is paid off and is on an account in good standing is unlocked free of charge, automatically and remotely “within two business days” if it supports remote unlock. Prepaid devices need 365 days or more than $100 of refills per line and 14 days since purchase. Devices not sold by T-Mobile must be unlocked by the seller. Do not cancel T-Mobile yourself before the port completes: the port itself ends T-Mobile service.

Why is my “unlimited” T-Mobile data slow?

T-Mobile's Open Internet page says data is prioritized “by plan and brand”, that customers on most T-Mobile-branded plans are prioritized ahead of Essentials, Metro by T-Mobile and Assurance Wireless plans. The page also says that a “Heavy Data User” (above 50GB or 100GB in a billing cycle on most T-Mobile-branded plans, and above 1.2TB for new Home Internet customers since January 18, 2024) is prioritized after others, so speeds can be reduced where the network is congested. The Terms say coverage and speeds vary and that T-Mobile is not liable for problems with service availability or quality. In the May 2024 multistate agreement the carriers agreed to describe “unlimited” plans accurately and disclose speed restrictions and their triggers. Check your own rate plan for its thresholds.

How do I file an FCC complaint about T-Mobile, and what does the FCC do with it?

For T-Mobile, the FCC's guide says you can file an informal complaint about phone service, billing, number porting, advertised speeds and equipment at fcc.gov/complaints, by phone at 1-888-CALL-FCC, (888) 225-5322, or by mail, at no charge. If the FCC serves the complaint on the provider, “The service provider must respond within 30 days of receiving the complaint” and send its response in writing to you and the FCC. The FCC may refer you to another agency if it lacks authority. An FCC complaint is separate from a state attorney general complaint, a BBB complaint and any claim under the Terms & Conditions.

What is T-Mobile's return policy for phones and accessories?

The T-Mobile Return Policy gives 14 days from purchase for retail-store purchases and “within 20 days of the date the Device shipped to you” for phone or online orders, with the device in its package, undamaged and unaltered. Refunds are less rebates received, taxes and fees and shipping, and restocking fees of $75, $50 or $25 may apply depending on the device's full retail price; prepaid services, e-coupons and gift cards are non-refundable. Costco purchases have a 90-day window (Costco's T-Mobile support team: (833) 906-2803) and authorized dealers follow their own policies. If you do not return a device or return it damaged, the policy lists actions T-Mobile may take, including charging the suggested full retail price.

CONSUMER ALLEGATION

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