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T-Mobile Settles Phone-Cramming Case for $90 Million

 & Angela Moscaritolo Managing Editor, Consumer Electronics

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T-Mobile will pay at least $90 million for failing to stop bogus charges placed on customers' bills — a practice known as cramming, the Federal Trade Commission and Federal Communications Commission announced today.

In a complaint filed back in July, the FTC said that T-Mobile made "hundreds of millions of dollars" by charging customers for premium SMS subscriptions. These services — which ran up to $9.99 per month for things like flirting tips, horoscope information, or celebrity gossip — were added to T-Mobile users' bills by scammers without the customer's authorization.

When customers complained, however, T-Mobile continued to bill some users for years, the FTC said. The carrier made anywhere from 35 to 40 percent of the total amount charged to consumers.

Now, T-Mobile has agreed to fully refund customers for the unwanted third-party charges — to the tune of no less than $90 million. In addition to the refunds, T-Mobile will be required to pay $18 million in fines and penalties to the attorneys general of all 50 states and the District of Columbia and $4.5 million to the Federal Communications Commission.

This is the second-largest mobile cramming settlement ever handed down, only trailing AT&T's $105 million settlement with the FTC and FCC this October, Travis LeBlanc, chief of the FCC Enforcement Bureau, said on a call with reporters Friday afternoon. He added that cramming is a significant problem, which has cost consumers "hundreds of millions of dollars."

"T-Mobile was in bed with the crammers," LeBlanc said. "Crammers are predators; they're a threat to consumers everywhere. The FTC has received many thousands of complaints about cramming."

The settlement requires T-Mobile to contact all affected customers to inform them of the refund program and claims process. T-Mobile did not immediately respond to a request for comment about the settlement, but in July called the charges "unfounded and without merit."

But the FTC's complaint alleges that so many T-Mobile customers complained about the charges that it should have been obvious to the company that users had not authorized them. Furthermore, T-Mobile's phone bills were so complicated that it was "nearly impossible" for users to decipher what the excess charges covered. They were hidden in a section called "Usage Charges" and sometimes described by indecipherable letters and numbers, like "8888906150BrnStorm23918."

The settlement also requires T-Mobile to get express informed consent before placing third-party charges on users bills in the future. The company must also ensure consumers are notified of any third-party charges on their bills and give them the option to block these charges.

Earlier this week, meanwhile, the Consumer Financial Protection Bureau (CFPB) sued Sprint for illegally billing wireless customers tens of millions of dollars in unauthorized third-party charges - like monthly subscriptions to services like horoscopes, sports scores, and ringtones. There are also reports that Sprint, too, will face a $105 million penalty, but no announcements have been made.

About Our Expert

Angela Moscaritolo

Angela Moscaritolo

Managing Editor, Consumer Electronics

My Experience

I'm PCMag's managing editor for consumer electronics, overseeing an experienced team of analysts covering smart home, home entertainment, wearables, fitness and health tech, and various other product categories. I have been with PCMag for more than 10 years, and in that time have written more than 6,000 articles and reviews for the site. I previously served as an analyst focused on smart home and wearable devices, and before that I was a reporter covering consumer tech news. I'm also a yoga instructor, and have been actively teaching group and private classes for nearly a decade. 

Prior to joining PCMag, I was a reporter for SC Magazine, focusing on hackers and computer security. I earned a BS in journalism from West Virginia University, and started my career writing for newspapers in New Jersey, Pennsylvania, and West Virginia.

The Technology I Use

My little Florida beach bungalow is brimming with smart home tech. I have a smart speaker or display in every room, allowing me to control other connected devices by voice. The Nest Hub on my bedside table lets me set wake-up alarms, control my smart light bulbs, and set the temperature on my smart thermostat. I use the Amazon Echo Show 8 on my kitchen counter to browse recipes, reorder protein powder, check the weather, and watch the news while I do dishes. 

Because I suffer from allergies, air purifiers are essential. My favorite model is the Dyson Purifier Cool TP07, which doubles as a fan and continuously sends indoor pollution data to its companion mobile app. 

My pitbull Bradley sheds, so a good robot vacuum is a must. I currently use a premium Ecovacs Deebot that can both vacuum and mop, empty its own dustbin, and wash its own mop cloth. 

For fitness, I like to mix up my routine with cycling, indoor rowing, running, and strength training in addition to yoga. I take classes on the Tonal 2 smart strength training machine, I row indoors on an Aviron machine, and track my beach runs with an Apple Watch while listening to music on my Apple AirPods Pro. On the weekends, I love riding e-bikes like the rugged, beach-friendly Aventon Aventure for fun and fitness.

My job involves a lot of virtual meetings, so a quality webcam, microphone, and ring light are important. I use the Jabra PanaCast 20 webcam, the Elgato Wave: 3 microphone, and a Yesker tripod ring light. 

As for my preferred phone platform, I'm an iPhone person, but I've also extensively used Android for product testing.

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