# T-Mobile Faces Backlash Over Broken Price-Lock Promise: Over 2,000 Complaints Filed with FCC
T-Mobile, previously celebrated as the “Un-carrier” for its consumer-centric policies, is now confronting significant backlash after failing to uphold a crucial commitment to its clients: a lifetime price lock on specific mobile plans. The Federal Communications Commission (FCC) has recorded over 2,000 complaints from dissatisfied T-Mobile customers, many of whom feel misled by the company’s move to increase prices on plans marketed with a “lifetime” price guarantee.
## The Broken Promise
In 2017, T-Mobile launched its “Un-contract” assurance, a promotional effort that guaranteed customers their plan rates would remain unchanged. This commitment was an integral aspect of the company’s wider initiative to set itself apart from competitors by presenting clearer and more customer-friendly options. T-Mobile’s then-CEO, John Legere, famously asserted, “T-Mobile will never alter the price you pay for your T-Mobile One plan.”
However, in 2024, T-Mobile revealed a price increase of $2 to $5 per line on various older plans, including those that were purportedly price-locked for life. This announcement ignited fury among customers, particularly those who had joined T-Mobile specifically for the lifetime price guarantee.
### Customer Complaints to the FCC
Numerous complaints submitted to the FCC originated from customers enrolled in T-Mobile’s 55+ senior plans, which were promoted with the same lifetime price-lock commitment. Some customers voiced their annoyance over what they viewed as a violation of contract, with one Connecticut individual stating, “I am still alive and T-Mobile is raising the price for service by $5 per line. How is this a lifetime price lock?”
Another customer from New York bluntly remarked, “I am not dead yet,” underscoring the irony of a “lifetime” guarantee that was being rescinded while they were still living.
Numerous customers maintained multiple lines on their accounts, intensifying the financial repercussions of the price increase. One New York resident with 10 lines reported a $50 rise in their monthly bill, while a California customer who had been with T-Mobile for over 18 years urged the company to honor the original rate for the remainder of their lifetime.
### FCC’s Response
An FCC representative confirmed that the agency had received more than 2,000 complaints regarding T-Mobile’s price increases but declined to disclose whether an official investigation was in progress. The flood of complaints began shortly after T-Mobile announced the rate hikes in May 2024, and the FCC has since become inundated with customer complaints.
“If this stands, then words lose significance, businesses can blatantly deceive the American public, and the FCC seems unable to protect citizens from the unethical practices of the businesses they oversee,” an Indiana resident noted in their complaint.
### T-Mobile’s Response: A Form Letter
T-Mobile has reacted to many of the complaints with a standard letter, asserting that the company never guaranteed to keep prices stable indefinitely. Instead, the letter highlights a disclaimer in the original “Un-contract” FAQ, stating that if T-Mobile raised prices, customers could cancel their service and T-Mobile would cover their final month’s bill. This disclaimer, however, was not prominently featured in the initial promotional materials, causing many customers to feel deceived.
One New Jersey customer, who had five lines on a price-locked plan, voiced their dissatisfaction to the FCC: “How can this price increase occur if the plan was guaranteed and ‘price locked’? This is marketing deceit at its highest level and a blatant falsehood to consumers.”
### Legal and Regulatory Action
The FCC and the Federal Trade Commission (FTC) have previously penalized T-Mobile for other infractions, including data breaches and misleading advertising. While neither agency has confirmed an ongoing investigation into the price hikes, there is a history of regulatory action. In 2014, T-Mobile consented to pay at least $90 million to settle an FTC lawsuit regarding unwanted third-party charges.
In addition to possible regulatory measures, a class-action lawsuit has been initiated against T-Mobile in the U.S. District Court for the District of New Jersey. The lawsuit seeks restitution for customers impacted by the price increases, as well as statutory and punitive damages. T-Mobile is attempting to compel the lead plaintiff into arbitration and dismiss the claims of other plaintiffs who do not reside in New Jersey.
### Customer Frustration and Feelings of Betrayal
Many T-Mobile customers feel let down by the company’s actions, especially those who have remained loyal to the provider for years. A Pennsylvania resident conveyed to the FCC, “T-Mobile outright lied to millions of individuals.” A North Carolina resident echoed this view, labeling the price hike as “fraudulent and a direct breach of contract.”
Some customers, like John Bradshaw from Maryland, have managed to temporarily escape the price increase by contacting the company.
