T-Mobile Users Thought They Had a Fixed Price for Life: Guess What Happened Next

Enlarge / T-Mobile logo above the Deutsche Telekom pavilion at the Mobile World Congress 2024 in Barcelona, ​​Spain, on February 28, 2024.

Fake images | NurFoto

When T-Mobile announced price increases of up to $5 per line on older smartphone plans last month, many customers were surprised by T-Mobile’s years-long promise that their price would never increase as long as they stayed on the same plan.

“New rule: Only YOU should have the power to change what you pay,” T-Mobile said in a January 2017 announcement about its “go away” promise for T-Mobile One plans. “T-Mobile One will keep their price until they decide to change it. T-Mobile will never change the price you pay for your T-Mobile One plan.”

Unfortunately, the promise wasn’t as simple as T-Mobile claimed in that press release. T-Mobile also published an FAQ answering the question: “What happens if the price of my T-Mobile One service increases?” He explained that the only guarantee is that T-Mobile will pay your last month’s bill if the price goes up and you decide to cancel.

The FAQ said: “Cancelling the contract is our commitment that only you can change what you pay and we mean it! To show how serious we are, we have committed to paying the last month’s recurring service charges if we went up prices and If you decide to leave, let us know within 60 days.”

The FAQ link now only redirects to the T-Mobile home page, but the Internet Archive has a screenshot of the FAQ from January 2018. While we couldn’t find a previous screenshot of the page, a discussion on a forum from Android Central shows that the Some customers noticed the above-mentioned text in January 2017.

Contract cancellation also previously applied to T-Mobile’s Simple Choice plans starting in March 2015. The 2015 announcement said contract cancellation would be automatically enabled “with no crazy strings attached, no hoops to jump through, no hidden fees , without foolishnesses”. “.

The recent price increases reportedly affect Simple Choice plans and other packages, but we haven’t been able to find any text from 2015 that recognizes an exception that would allow T-Mobile to raise prices on Simple Choice. We asked T-Mobile several questions today and will update this article if it provides more information.

T-Mobile disputes FCC complaint

T-Mobile points to the above warning to defend itself against at least one complaint filed with the Federal Communications Commission after the recent price increase. Yesterday, a Reddit user and T-Mobile subscriber posted a letter in which T-Mobile asked the FCC to close the complaint filed by the user.

T-Mobile’s response to the FCC and the complaining user said:

Regarding these changes, we are aware that some customers have asked about T-Mobile offers. Discontract and Price lock. With Discontract, T-Mobile made a commitment to its customers that if we increased prices and customers decided to leave as a result, T-Mobile would pay customers’ last month’s recurring service charge, as long as we are notified within 60 days. In accordance with this commitment, customers who activated an eligible rate plan between January 5, 2017 and April 27, 2022, can request a refund of their last month’s qualifying service charge if their rate plan increases and they decide cancel the service. Customers simply need to request a refund within 60 days of the price increase.

T-Mobile’s response goes on to describe the most recent “Price Lock” guarantee that was offered beginning in April 2022 and discontinued in January 2024. T-Mobile’s response said customer lines covered by Price Lock are exempt from recent price increases. :

Regarding customers who have concerns about T-Mobile Price lock warranty, it is important to note that customers with Price lock They are not affected by the change. On April 28, 2022, T-Mobile began offering Price lock in activations of new accounts in qualified rate plans. For customers who activated on a qualified plan between April 28, 2022 and January 17, 2024, Price lock guarantees that accounts activated on a qualified rate plan, within the enrollment period, will not be subject to a price increase, as long as the account remains in good standing and the customer remains on the qualified rate plan.

T-Mobile’s response to the complaint also said that customers who switch plans lose their Fixed Price guarantee.

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