Independent profile — not affiliated with T-Mobile

T-Mobile

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. This page collects T-Mobile's own cancellation, billing-dispute, return, price-guarantee, unlocking and arbitration terms as displayed on October 5, 2026, the FCC, FTC and state actions and court cases found in primary documents (including the 2021 data breach settlement and the Washington attorney general's pending case), and 1,389 older posts from this site dated 2002 to 2013 plus one from 2023. Review-site figures are shown as displayed on October 5, 2026.

COMPLAINTS1389
VERIFIED PHONE1-800-937-8997
LAST CHECKED2026-10-05
Write a Review Jump to complaints ↓
CONSUMER ALLEGATION

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 1389 historical complaints about T-Mobile, published between 2002 and 2023. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

EDITORIAL

Complaint Themes

Billing disputes, unexpected charges and fees (keyword match)Customer service and store experience (keyword match)Cancellation and early termination fees (keyword match)Phone replacement, warranty, insurance and returns (keyword match)Coverage, dropped calls and signal (keyword match)Credit reporting and collections (keyword match)Rebates and promotions not honored (keyword match)Third-party charges, premium text services and cramming (keyword match)

Each tag reflects a complaint's single primary theme (not every angle it raised), and complaints outside any problem theme — a positive report, or one later retracted by its author — aren't tagged. Counts may total less than the full complaint count above.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBB: 3647 reviews, 26996 complaints
ComplaintsBoard: 41 reviews, 783 reports
Trustpilot: 8656 reviews,
VERIFIED

Contacts

VERIFIED

Locations

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

T-Mobile cancellation, billing disputes, price changes, returns and how to complain: what T-Mobile's own pages say (checked October 5, 2026)

T-Mobile's own pages, opened on October 5, 2026, set out the routes below. The posts on this site about T-Mobile are dated 2002 to 2013 (plus one from 2023), so most describe contract-era plans, early-termination fees, rebates and third-party text charges rather than today's terms.

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 article as displayed lists these effects and does not list self-service cancellation steps; the Terms & Conditions (effective September 1, 2026) say: “Your Services and subscriptions continue until you cancel them, which you may need to do by contacting us.”

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”: “only you can change what you pay for your monthly talk, text, and data rate plan. We will pay your final month’s recurring service charge if we raise prices, and you choose to leave. Just let us know 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”; and, 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.” It adds: “you're not locked into the assigned new plan. You can explore all current T-Mobile plans”. If you hold a Price Lock or Un-contract Promise, the same page points to the 60-day “final month” credit quoted above. 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 “you must remit payment on any disputed Charges until the dispute is resolved.” Keep dates, reference numbers and copies of what you send.

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 an account is referred to a third party for collection, the Terms say the customer may owe the collection costs the law permits; check the Terms for the full wording.

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, 1-866-675-1292, 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 SIM 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 generally 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. T-Mobile's number-transfer page, written for numbers coming to T-Mobile, says: “Your account with your previous service provider must remain active to transfer your number over. Make sure you do not cancel your account until after the transfer process has been completed.” The same caution applies when moving a number away: the cancellation article above says a port is billed through the end of the billing cycle.

“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, and that for most T-Mobile-branded plans a “Heavy Data User” is a customer using more than a set amount in a billing cycle “(generally 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 1-800-937-8997, daily 4 a.m. to 9 p.m. Pacific; 24/7 support and live chat in the T-Life app (live agent chat 4 a.m. to 12 a.m. Pacific); and written correspondence 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 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; 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 practices. In the May 2024 multistate agreement described below, the carriers agreed to appoint “a dedicated employee to work with the attorneys general to address complaints filed by consumers.” For the 2021 data breach settlement, see the FAQ and the settlement website.

EDITORIAL

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

The actions below come from the primary documents named in each paragraph, opened on October 5, 2026. Consent decrees and settlements are not findings by a court unless the document says so; each paragraph quotes that document's own language. The list is not exhaustive: I did not search every state regulator's database.

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), 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, and 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. The Supreme Court docket (No. 25-1422) shows a petition for certiorari filed by Sprint and T-Mobile USA, Inc. on June 22, 2026, a brief in opposition by the federal respondents on September 25, 2026, and no ruling on the petition as of October 5, 2026. T-Mobile's petition asks, among other things, that the Court “grant, vacate, and remand in light of” FCC v. AT&T, Inc. (2026). T-Mobile disputes the FCC's reading of the statute and its counting of violations; the court of appeals has so far upheld the orders.

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; 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 T-Mobile's agreement, which states a total payment of $4,089,654.00 by the five “Wireless Companies” to the attorneys general, and says: “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 total for all five carriers.

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. Trade press (Law360, July 20 and September 17, 2026) reports that a King County judge ruled T-Mobile's text-message breach notices violated Washington's notification law 722,060 times and later declined to reconsider; I could not open the court order, so its exact terms are not stated here.

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 FCC. 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.” The FTC's case page (last updated February 1, 2017) links a press release that the FTC returned nearly $20 million in additional refunds. Many older posts on this site 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, 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. The decree states that the parties “agree for the purpose of this Consent Decree” that paragraphs 4 and 5 of the decree describe the facts underlying the investigation, and also that it “does not constitute either an adjudication on the merits or a factual or legal finding.”

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 “does not constitute either an adjudication on the merits or a factual or legal finding.” The order names the brand as Assurance Wireless USA, L.P., which is a different brand from the consumer T-Mobile service.

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 the FCC and FTC documents cited on this page. 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. Older posts on this site that mention VoiceStream refer to 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; posts in this site's archive that name Boost Mobile or Sprint as the offender are not counted as posts about T-Mobile. T-Mobile acquired Ka'ena Corporation, including Mint Mobile LLC, on May 1, 2024, and the UScellular wireless business on August 1, 2025.

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 and 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; this page covers the T-Mobile-branded consumer service unless it says otherwise.

Public-company documents. T-Mobile's SEC filings (Forms 10-K and 10-Q) are the source for the company-description facts above and for T-Mobile's own description of litigation and regulatory matters, which is quoted where used.

EDITORIAL

T-Mobile complaint record: BBB, Trustpilot, ComplaintsBoard and this site's archive

Review sites, as displayed on October 5, 2026. The figures below come from three different sites and are not added together.

  • BBB profile for T-Mobile USA, Inc. (headquarters listing, Bellevue, WA): rating A+; BBB says the business is not BBB Accredited; “26,996 total complaints in the last 3 years” and “9,865 complaints closed in the last 12 months”; “Average of 3,647 Customer Reviews” (BBB says customer reviews are not used in the rating). BBB says the nature of complaints and a company's responses are often more important than the number, and to consider the company's size and volume of transactions. The profile also carries a Government Actions entry for the May 2024 multistate agreement.
  • Trustpilot (claimed profile): 1.4 out of 5 from 8,656 reviews, 2,286 of them in the last 12 months; 86 percent of ratings are 1-star and 8 percent 5-star as displayed. Trustpilot shows the notices that the company “hasn't invited customers recently, so reviews may not be representative” and that it hasn't replied to negative reviews.
  • ComplaintsBoard: a 1.9-star rating from 41 reviews and 783 complaints. These are submissions to that site only.

This site's own archive. The archive holds 1,389 approved posts whose offender field names T-Mobile (or VoiceStream) itself: 8 from 2002, 40 from 2003, 79 from 2004, 63 from 2005, 106 from 2006, 88 from 2007, 215 from 2008, 149 from 2009, 91 from 2010, 269 from 2011, 228 from 2012, 52 from 2013 and 1 from 2023. They are user submissions and are allegations; they are not verified by this site and are not compared with the BBB, Trustpilot or ComplaintsBoard figures. A further 111 approved posts name T-Mobile together with a partner, reseller, insurer, rebate processor or collection agency and are shown as related, not counted as T-Mobile's own. Posts about Boost Mobile, Sprint, MetroPCS and other businesses, other countries' T-Mobile operations, duplicates, unreadable machine-rewritten text and non-complaints are not counted.

What the posts discuss (keyword matches, overlapping, so the counts do not add to 1,389). Billing disputes, unexpected charges or fees: 1,012. Customer service or store experience: 811. Cancellation or early termination fees: 481. Phone replacement, warranty, insurance or returns: 370. Coverage, dropped calls or signal: 185. Credit reporting or collections: 169. Rebates or promotions not honored: 129. Third-party charges, premium text services or cramming: 67.

EDITORIAL

T-Mobile consumer lawsuits and settlements

The cases below are summarized with their status as stated in the documents named; details are in the Court cases list. Allegations are not findings.

  • 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. This page does not state the status of individual lawsuits about that incident because none was verified from a court record.
  • Oddo v. T-Mobile USA Inc. (now W.D. Wash. No. 2:25-cv-01651): a putative class action about the May 2024 price increase on plans sold with lifetime price promises (filed July 12, 2024 in D.N.J.; transferred to W.D. Washington by an opinion and order docketed August 28, 2025); T-Mobile's January 16, 2026 motion to compel arbitration and stay the action is on the docket and no ruling was seen (see Court cases).
  • 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).
EDITORIAL

Is T-Mobile Legitimate?

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 lists T-Mobile USA, Inc. at A+ and not accredited, with 26,996 complaints in three years as displayed on October 5, 2026; Trustpilot shows 1.4 out of 5 on 8,656 reviews. Those are different measures and are not combined here (see the complaint record).

The documented regulator record on this page includes FCC consent decrees (2014, 2021, 2023, 2024), an FCC location-data forfeiture under Supreme Court review, a 2014 FTC settlement, a 2021 New York City settlement, a May 2024 multistate advertising agreement and a pending Washington attorney general lawsuit. 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, and the 2021 decree has the parties agree that two of its paragraphs describe the facts underlying that investigation. T-Mobile has contested the FCC location-data order in court. Complaints and lawsuits are allegations; settled matters are described in the terms of the documents.

For a safer purchase or dispute, use the company's own written channels (Terms & Conditions notice address and the 60-day billing-dispute rule), keep records, and use the FCC or your state attorney general if the company does not resolve a problem. Identify the company by the t-mobile.com domain and the T-Life app; third-party sellers, kiosks and dealers can have their own policies (the Return Policy says authorized dealers follow their own).

PUBLIC RECORD

Court & Public Records

CaseAuthorityDatesTypeOutcomeSource
State of Washington v. T-Mobile US, Inc. and T-Mobile USA, Inc. (August 2021 data breach; Consumer Protection Act)
Docket No. 25-2-00308-6 SEA		King County Superior Court, WashingtonFiledFiled — no final outcome recorded

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. Law360 reported on July 20, 2026 that a state judge ruled the text-message notices violated Washington's data breach notification law 722,060 times, and on September 17, 2026 that the judge would not reconsider; I could not open the court record, so the order's terms and any trial date are not stated here.

Source
In re T-Mobile Customer Data Security Breach Litigation (August 2021 cyberattack; MDL No. 3019)
Docket No. 4:21-md-03019-BCW		U.S. District Court, W.D. Missouri—
SettledSettled

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.” The settlement website (Kroll) says the initial distribution has concluded and a residual distribution is expected later in 2026.

Source
Oddo et al. v. T-Mobile USA Inc. (May 2024 price increase on plans sold with lifetime price guarantees)
Docket No. 2:25-cv-01651		U.S. District Court, W.D. Washington (transferred from D.N.J., No. 2:24-cv-07719)FiledFiled — no final outcome recorded

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. Justia's copy of the docket (which says it was last retrieved January 16, 2026) shows: 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) and stayed discovery pending the motion to dismiss (May 19, 2025); an opinion and order signed August 27, 2025 transferred the case to the Western District of Washington (received by the Western District on August 28, 2025); the case was reassigned to Judge Richard A. Jones on November 7, 2025; an amended complaint was filed December 5, 2025 (five named plaintiffs are listed); and on January 16, 2026 T-Mobile filed a motion to compel arbitration and stay the action and a motion to stay discovery, noted for April 7, 2026. No ruling on those motions appeared on the docket copy opened on October 5, 2026, and entries after January 16, 2026 were not seen. These are the plaintiffs' allegations and T-Mobile's motions, not findings.

Source
Sprint Corporation (now Sprint LLC) and T-Mobile USA, Inc. v. Federal Communications Commission (location data forfeiture orders)
Docket S. Ct. No. 25-1422		U.S. Court of Appeals, D.C. Circuit (Nos. 24-1224, 24-1225); U.S. Supreme Court—
Appeal decidedAppeal decided — see outcome

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. The D.C. Circuit's decision date is listed as August 15, 2025 (a panel denied the petitions for review) and rehearing was denied on January 23, 2026. A petition for a writ of certiorari was filed June 22, 2026; the federal respondents' brief in opposition was filed September 25, 2026; the docket shows no ruling on the petition as of October 5, 2026. 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.

Source
Dale et al. v. Deutsche Telekom AG, T-Mobile and SoftBank (Sprint merger antitrust class action)
Docket No. 1:22-cv-03189		U.S. District Court, N.D. IllinoisFiledFiled — 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. No court record was opened for this entry.

Source
Federal Trade Commission v. T-Mobile USA, Inc. (unauthorized third-party “cramming” charges)
Docket No. 2:14-cv-0097-JLR		U.S. District Court, W.D. Washington—SettledSettled

The FTC sued in 2014 alleging T-Mobile placed unwanted third-party charges on customers' bills and received 35 to 40 percent of each charge. On December 19, 2014 the FTC announced that T-Mobile would pay at least $90 million in refunds or other payments, which would resolve the suit “if approved by the court”, plus $18 million to the 50 states and D.C. and $4.5 million to the FCC. The FTC's case page lists a stipulated order and, dated February 1, 2017, a release on additional refunds of nearly $20 million. The parallel FCC consent decree states that T-Mobile “denies any liability or violation of law.” I did not open the court's entry of the order.

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City of New York (DCWP) v. T-Mobile USA, Inc. and MetroPCS NY (sales and return practices)Supreme Court of the State of New York, New York County—
SettledSettled

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.

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CONSUMER ALLEGATION

Related Complaints

Names this company in a role other than the primary subject — not necessarily current or complete.

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Company Relationships

  • Owned by: Deutsche Telekom AG
  • Affiliated with: Sprint Corporation (Sprint LLC)
  • Affiliated with: Metro by T-Mobile
  • Affiliated with: Mint Mobile
  • Affiliated with: UScellular 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 1-800-937-8997. The article did not list self-service steps when opened on October 5, 2026.

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. The Un-contract Promise and the Last Month Price Lock say that if T-Mobile raises prices and you leave, it will pay your final month's “recurring service charge” if you tell it within 60 days. The 5-Year Price Guarantee on Experience smartphone plans covers talk, text and T-Mobile 5G data for five years but “excludes taxes/fees, per-use charges, plan add-ons, third-party services ... and network management practices.” A June 29, 2026 plan-update notice says some older plans are being retired with increases of up to $6 per line per month. The Terms require 14 days' notice of a change with a material adverse effect and say surcharges can change without notice. A putative class action over the May 2024 increases (Oddo v. T-Mobile USA Inc., D.N.J.) is pending as far as verified here, and 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. Credit-card disputes follow your card issuer's rules and are separate from T-Mobile's.

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

The 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's address and wait 60 days; 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 Terms page opened on October 5, 2026 contained no text about an opt-out procedure (searched for “opt out”, “opt-out” and “reject”); that is a statement about that page on that date, and the Oddo complaint describes the plaintiffs as having opted out under an earlier version. This page is general information and 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 settlement website, controlled by Kroll Settlement Administration, says on October 5, 2026 that “All court proceedings are complete, and the initial distribution has concluded” 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 1-833-512-2314. The Washington Attorney General's separate lawsuit over the same breach is pending, and a 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 SIM 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 generally 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.

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, and that a “Heavy Data User” (generally 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?

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, 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 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.