Lawsuit: T-Mobile must pay for breaking lifetime price guarantee

Angry T-Mobile customers have filed a class action lawsuit over the carrier’s decision to raise prices on plans that were advertised as having a lifetime price guarantee.

“Based upon T-Mobile’s representations that the rates offered with respect to certain plans were guaranteed to last for life or as long as the customer wanted to remain with that plan, each Plaintiff and the Class Members agreed to these plans for wireless cellphone service from T-Mobile,” said the complaint filed in US District Court for the District of New Jersey. “However, in May 2024, T-Mobile unilaterally did away with these legacy phone plans and switched Plaintiffs and the Class to more expensive plans without their consent.”

The complaint, filed on July 12, has four named plaintiffs who live in New Jersey, Georgia, Nevada, and Pennsylvania. They are seeking to represent a class of all US residents “who entered into a T-Mobile One Plan, Simple Choice plan, Magenta, Magenta Max, Magenta 55+ , Magenta Amplified or Magenta Military Plan with T-Mobile which included a promised lifetime price guarantee but had their price increased without their consent and in violation of the promises made by T-Mobile and relied upon by Plaintiffs and the proposed class.”

The complaint seeks “restitution of all amounts obtained by Defendant as a result of its violation,” plus interest. It also seeks statutory and punitive damages, and an injunction to prevent further “wrongful, unlawful, fraudulent, deceptive, and unfair conduct.”

“T-Mobile will never change the price you pay”

The lawsuit’s allegations will be familiar to those who read our previous articles on the recent price hikes of up to $5 per line. In January 2017, T-Mobile issued a press release announcing the “Un-contract” promise for T-Mobile One plans. “Now, T-Mobile One customers keep their price until THEY decide to change it. T-Mobile will never change the price you pay for your T-Mobile One plan,” the company said at the time.

The price guarantee was also hyped by then-CEO John Legere at a press event in Las Vegas. But separately from the announcement, T-Mobile revealed a significant caveat that essentially nullified the promise. T-Mobile said in a FAQ on its website that the only guarantee was T-Mobile would pay your final month’s bill if the carrier raised the price and you decided to cancel.

Many customers saw the prominent lifetime price guarantee but not T-Mobile’s contradiction of that promise and signed up for plans thinking their prices would never be raised. The “Un-contract promise” was offered on certain plans between January 5, 2017, and April 27, 2022.

T-Mobile started offering a different guarantee called Price Lock on April 28, 2022. This was originally more ironclad than the Un-contract, and customers who snagged it were apparently not impacted by this year’s price increases.

But T-Mobile then created a confusing situation with Price Lock. The stronger version of Price Lock was offered from April 28, 2022, to January 17, 2024. It was replaced by a weaker version that is still called Price Lock but is basically the same as the Un-contract. Customers who signed up for Price Lock on or after January 18, 2024, don’t actually have a price lock—but they can get their final month’s bill covered if T-Mobile raises the price and they decide to cancel.

After the price hikes, several T-Mobile customers contacted Ars to express their displeasure. One of those customers said that he canceled and tried to get his final month’s bill covered, but T-Mobile refused to provide the refund. The Federal Communications Commission told us it had received about 1,600 consumer complaints about the price hikes as of late June.