T-Mobile is Trying (and Failing) to Distract Customers from Price Hikes

Unhappy customers have even escalated their complaints to the Federal Communications Commission as Magenta fails to resolve its price increase issues.

exterior of T-Mobile store
Updated July 18, 2024
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For the first time in a decade, legacy T-Mobile customers have felt the effects of inflation. Recently, the cell provider announced that they’d be hiking up prices, even for historically loyal customers.

After that initiative rolled out, the third-largest wireless carrier in the country is in hot water again. Thanks to a string of recent price hikes, T-Mobile has received significant backlash from its customers, with many escalating their complaints to the Federal Communications Commission.

Consumers claim that the company misled them with its “Un-contract” offer, which supposedly promised no price increases. T-Mobile instead says the program never guaranteed fixed prices, but offered to compensate customers who chose to leave the carrier.

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Price Lock guarantee issues

Igor Kardasov/Adobe male customer choosing smartphone in the mobile phone store

But all of that fanfare is for naught.

T-Mobile offers the “Price Lock” guarantee to shield customers from rate hikes. However, contrary to its promises, customers report multiple unexpected price increases despite the guarantee, adding another source of dissatisfaction with the carrier.

Freebies can’t really fix that.

Customer reactions and FCC complaints

Tada Images/Adobe Homepage of the Federal Communications Commission (FCC) is seen on a laptop computer

Frustrated customers still feel deceived by T-Mobile’s explanations and have gone one step further, taking their complaints to the FCC. Some have even cited a 2017 deleted press release as evidence that T-Mobile’s "Un-contract" program did, in fact, guarantee that prices wouldn't increase.

T-Mobile’s response

A_B_C/Adobe person texting text message

T-Mobile has tried to offer alternative solutions to affected customers, like freezing rates or foregoing early termination fees, but most have found the company’s efforts insufficient or dismissive. According to Reddit, one customer even claims the company sent a legal letter asking them to drop their price hike-related FCC complaint.

The company has put itself in a vulnerable position, with persistent issues and dissatisfied customers opening the door to regulatory scrutiny and potential class action lawsuits.

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Bottom line

mindea/Adobe smartphone with t mobile logo

T-Mobile’s empty promises regarding customer rates and contracts have led to potential legal challenges and definitely many unhappy customers. While the company has tried to improve the situation, most customers don’t find its efforts enough.

At a time when folks are thinking extremely critically about how to spend their hard-earned money, gimmicks just aren’t going to do the trick.

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Author Details

Laura Ratliff

Laura Ratliff is a writer and editor based in New York. Her writing expertise spans numerous topics, including insurance, travel, food and drink, and reported pieces covering political and human rights issues. She has previously worked at Architectural Digest, Bloomberg News, and Condé Nast Traveler.