Arbitrating with T-Mobile

Trying to deal with T-Mobile customer service doesn’t always solve your problems, but consumer arbitration can give you a chance to prevent your case in front of a neutral, third-party arbitrator.

Your T-Mobile contract includes what is called an arbitration clause in this prevents you from suing T-Mobile in most courts and forces you to bring any complex or large claims through an arbitration process. Small claims court can be time-consuming which is why arbitration is usually a good idea.

Arbitration can take a few months to complete but most of it can be done through email or speaking with an arbitrator over the phone. You can choose to go through the process on your own, or use a claim processor like FairShake to simplify the process for you.

Here’s how to start the arbitration process:

1

Collect information and describe your claim

Before you start the arbitration process you have to make sure that you have a clear and concise description of what the problem is and what you want as relief. You will have to provide this information when you file your claim.

Your T-Mobile contract requires that you send them a description of the claim and that you give an opportunity to solve the issue internally. You have to provide T-Mobile with your complaint officially and then allow 60 days after T-Mobile received your complaint to resolve the problem before you file for binding arbitration. You can find more information on how to report your claim here.

2

Download and full out the “Demand for Arbitration”

Your T-Mobile contract requires that you initiate binding arbitration through the American Arbitration Association. The AAA is an organization which administers arbitration and appoints neutral arbitrators to resolve the disputes. You can download the filing form for an AAA-administered Consumer Arbitration here.

Enter a description of your dispute and the relief you are looking for in the provided space at the top of the form. Enter your contact information and that of T-Mobile:

T-Mobile Customer Relations,

P.O. Box 37380,

Albuquerque, NM 87176-7380

3

Calculate your filing fee

Now you need to calculate the amount of money you have to pay as a filing fee. The contract you have might stipulate that T-Mobile will cover some or all of this under certain circumstances, but even if that is true, you are responsible for paying it up front.

The AAA provides a document that lists all of its current filing fees here. Your fee will vary based on the size of your claim.

4

Download your T-Mobile user agreement

In order to file for arbitration you will have to provide the AAA with a copy of T-Mobile’s arbitration clause which you can find in the user agreement below. Bear in mind there are different copies based on when you started your contract with them:

https://www.t-mobile.com/responsibility/legal/terms-and-conditions

Once you locate the contract or terms of service on this page, download a copy of it and then save the document under the new title “T-Mobile Customer Agreement with Arbitration Clause”.

5

Upload your filing documents to the AAA website

Once you have all the information and all the right documents in hand, it is time to file your claim with the AAA. To do so, go to the AAA’s “Fast File” option available at the following online address:

www.adr.org/FileOnline

Enter your contact information in the provided boxes, and be sure to specify you are requesting arbitration. At the bottom of the page will be a final box where you can upload the Demand for Arbitration that you prepared earlier as well as your T-Mobile contract that you downloaded.

Finally, enter the filing fee that you have calculated at the bottom of the page.

6

Send T-Mobile a copy of the file demand

After you have submitted the proper documents, you will receive a confirmation email within a few days from the AAA that confirms everything. Print that email and send a hard copy to:

T-Mobile Customer Relations,

P.O. Box 37380,

Albuquerque, NM 87176-7380

7

Wait for additional instruction from the AAA

Within a few weeks of submitting all of these final documents, you should be contacted by a case administrator from the AAA who will also contact T-Mobile. Chances are they will reach out via email to schedule an arbitration hearing. Your case administrator will make sure that you submit all of the right documents, on time, and they will be the go-between for any follow-up phone calls or meetings to be scheduled between yourself and T-Mobile.

You can expect the entire process to take several months.





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