Tell the FCC to Investigate T-Mobile

T-Mobile’s unethical marketing and billing practices often cause consumer confusion and financial harm—casting doubt on the wireless provider’s claims to be a pro-consumer “Un-Carrier” shaking up the industry. The company’s deceptive practices can stick subscribers with hundreds—even thousands—of dollars in unexpected and illegitimate charges, and hit low-income consumers hardest.

The Federal Communications Commission (FCC) is responsible for regulating the wireless industry, and we think the agency should investigate T-Mobile’s unfair business practices. Change to Win Retail Initiatives, a consumer and labor advocacy organization, has submitted a complaint to the FCC requesting an investigation into three areas:

Consumers have reported that T-Mobile has enrolled them in services without their consent that result in unanticipated charges. These unapproved services include phone insurance, device upgrade programs or even entirely new accounts.

T-Mobile says it pays customers’ early termination service and equipment fees, but the company only reimburses eligible customers after they meet a number of inadequately disclosed requirements. Customers who do satisfy these requirements may nevertheless face reimbursement delays or denials.

T-Mobile says it has no contracts when, in fact, millions of customers who finance their phones with T-Mobile have a month-to-month service contract that is linked to a two-year equipment financing plan. The full balance on the phone comes due if a customer leaves the service early—a penalty, just like the old early termination fees.

Customers deserve transparency and integrity from cell phone carriers. Please join us in urging the FCC to investigate T-Mobile.


Fields marked with an * are required


To Tom Wheeler, FCC Chairman:

Consumers deserve fair and transparent service from their cell phone carriers. That’s why we are asking the FCC to investigate these serious allegations against T-Mobile:

  • A pattern of fraudulent enrollment into unwanted programs.
  • Inadequate disclosure of how it reimburses consumers for charges incurred while switching from their previous carrier to T-Mobile.
  • Deceptive “no contract” advertisements.

As the wireless industry evolves, we depend on the FCC to continue its long history of protecting consumers from abusive practices. We appreciate your prompt attention to this matter.