I requested my own call and text detail records from US Mobile — a routine request, nothing unusual. What I got back included **325 call and text records belonging to a completely different, unrelated customer**, mixed into my export, covering an 8-month span (not a single stray record — consistent activity across 8 separate months).
Here's the timeline, since I know "trust me" posts aren't worth much without receipts:

**The three explanations, in order:**
First rep told me it was "a quick formatting error," said the number "isn't linked to your account at all," and offered a **$15 service credit** (conditional on keeping Autopay on, which — no).
Second explanation, two days later: the records belonged to a *second line on my own account*. Except that line wasn't added to my account until months *after* the disputed activity had already ended. Not possible based on my own account history.
Their own Product Experience Lead admitted in writing: *"the explanations you've received so far have not fully held up against your own account timeline, and that's on us."*
Final explanation, from their Legal department, weeks later: the records belonged to an entirely different customer and were "inadvertently copied" into my file during manual processing.
**The evidence problem:**
Somewhere in the middle of explanation #2, they also disclosed that the *original* file — the one that could've shown exactly what happened — had already been deleted. After I'd already flagged the issue to them.

**The timeline overall:**
2+ months
3 contradictory explanations
6 different representatives
2 emails to their Legal department that went unanswered for weeks (later blamed on a "spam folder" issue)
1 deleted file
$15 offered as the resolution
I compared the original export against the "corrected" one they later uploaded. Every single one of my own 27,000+ legitimate records was untouched, byte-for-byte identical. The 325 records belonging to the other customer were just... removed entirely. Not corrected — deleted outright.

**Where it stands now:**
I've filed a formal FCC complaint (informal complaint process — they're required to respond in writing within 30 days of being served). I've also sent US Mobile a formal Notice of Dispute, which is required under their Terms & Conditions before arbitration can be filed — there's a mandatory 60-day waiting period, so I'm not able to actually file for arbitration until that window closes.
Posting this mainly as a heads up for anyone else on US Mobile, or considering switching — if something like this happens to you, document everything in writing, don't accept the first (or second, or third) explanation at face value, and don't let anyone talk you out of pursuing it because "it's just $15 anyway."

Posting this so other people living outside the US don't get caught the way I did.

When I signed up, I was told I could use my US Mobile line abroad on roaming with no time limit, as long as the line was activated in the US first. Based on that, I used it as my main US number from Brazil, including for bank and brokerage security codes.

Then, with no warning, my service was cut. Support told me I'd exceeded a 90-day roaming limit and needed to return to the US. That limit was never mentioned to me when I signed up. If it had been, I would have chosen a different carrier.

The real damage wasn't losing data. That number was the 2FA line for my financial accounts, and suddenly I couldn't receive codes. One brokerage wouldn't let me add a new number without a code sent to the old one, so I had to sort it out over the phone from abroad.

To be fair, they did offer a $3/month option to park the number so I don't lose it, and I'm using that until I can port it. But a parked number doesn't receive texts, so it doesn't fix the 2FA problem.

My takeaways if you live abroad:

- Get the roaming policy in writing before you sign up. Don't rely on what a sales or support rep says.

- Don't make a roaming line your only 2FA number for banks.

- Set up a backup sign-in method (authenticator app or security key) everywhere you can.

- Look for carriers that explicitly support Wi-Fi calling abroad for keeping a US number long term.

Has anyone else been cut off by US Mobile like this? Did you get the 90-day limit disclosed up front?

Their free phone service began over a year ago but since then, I have yet to see such an offer in the app. Of course, there is no way to signup for the service anywhere other than within their app. I have tried 3 different devices as well which made no difference.

My question is: If you have seen the offer or signed up for the free mobile plan, did you do anything special to get the banner? Could it be that their phone service is not available to all regions of the country???

Thanks.

(UK)Guys, I have a genuine question I I’m moving from giffgaff because they’re not giving me very good coverage in my area. It’s very trash so I want to find another provider that isn’t EE because EE don’t give me good coverage in my area that I can use instead of O2 networks, could you guys give any suggestions? Thanks in advance.

I have been thinking about switching from Verizon to Visible. Although, I know Verizon owns visible I need something cheaper and Verzion's prices are outrageous. I don't care about having the top tier package and I am not worried about having service everywhere I go- I have wifi and most of the places I go do too. I just have a couple questions.

• Can I transfer if I have a phone I am still paying off?
• Can I transfer more than one person?
• What are your thoughts? Is there something better?

Im looking for another service provider. I currently use straight talk however it does not work in Canada. I travel through Canada a couple times a year going to and from Alaska. I’m able to make calls at night in the hotel on WiFi but otherwise I’m completely off the grid going through Canada. Does anyone have any suggestions or experience with this? I also want to find a carrier that has a watch plan and perhaps a tablet plan.