T-Mobile HQ | Image Credit - Andersen Construction
Update from Jan 26, 2026:
T-Mobile has investigated and solved the matter. According to the company, a minor issue prevented some customers from changing their billing preferences.
Customer billing preferences were correct in our system, and we resolved a minor issue that prevented some customers from changing their preferences in T-Life. Customers should now see their updated preferences in the app.
T-Mobile spokesperson, January 2026
The original story from Jan 24, 2026 follows below:
T-Mobile appears to have switched to paperless billing, drawing the ire of customers who want to continue receiving their statements by mail.
Digitalization and efficiency
Customer service representatives are telling customers that while they can still go back to paper billing, the T-Life app won't reflect the change. This lack of transparency is concerning. If the system doesn't accurately reflect user consent, it may clash with the requirements of the Electronic Signatures in Global and National Commerce Act (E-Sign Act).
In the app, I change it back to paper summary and the change does not "stick". I get a confirmation that my billing preferences have been changed, but then it literally changes right back to paperless.
Just spent a half hour with customer service. They assure me that I'm changed back to paper summary statements, but it still says paperless in the app.I'm really struggling to trust them, but not sure there is anything else I can do right now.gatzdon, Reddit user, January 2026
Not everyone is ready to move on
While most customers may transition seamlessly, a vocal minority is pushing back. For customers who aren't tech-savvy, physical mail provides both convenience and a tangible sense of security.Some argue that paper statements are easier for maintaining records, especially when an account holder is no more, and you need to cancel service. Even though customers still have the option to print their bill from the app, some argue that they shouldn't have to spend money and time when they are being charged by T-Mobile for its services. While going paperless has its own merits, it's difficult to find fault with people who are not ready to let go. The way T-Mobile seems to be going about it also doesn't seem to be right.The 2000 E-Sign Act permits digital records, provided consumers have affirmatively consented. By telling customers that they can change their billing preference, but making the choice for them, T-Mobile is depriving them of the right to give consent.Are you fine with being switched to paperless billing?
Is this the way to go?
Apple's former CEO and co-founder, Steve Jobs, famously said people don't always know what they want. While a subset of customers may struggle with paperless billing, others will likely get by just fine.The move aligns with T-Mobile's digitalization push, but the carrier should be more transparent about the transition.
We have reached out to T-Mobile for comment and will update the story if we hear back.