T-Mobile employees pressured to add unwanted services to customers’ plans, new report claims

callingouttmobilereport

After targeting T-Mobile with a complaint to the SEC last month, labor group Change to Win (CtW) is going after T-Mo again.

CtW has filed a complaint with the Consumer Financial Protection Bureau, alleging that T-Mobile sales associates are pressured to add unwanted services to customers’ plans in order to meet sales targets. The group surveyed T-Mobile employees and customers, including online polls of nearly 500 current or recently-separated T-Mo employees and customers in five states, as well as interviews with 17 employees.

CtW’s report says that 83 percent of T-Mobile employees surveyed have felt pressure to add products and services that customers didn’t ask for. Some say that managers monitor sales goals hourly and push employees to add accessories and insurance. Multiple employees that spoke to CtW say that they were required to sign up 80 percent of their new accounts with the JUMP! upgrade program or with the $10 per month premium handset protection add-on.

When it comes to consumers, more than one in three of the 2,200 T-Mobile customers surveyed by CtW claim that they were given services that they didn’t want. Phone insurance was the most common unwanted add-on.

Not all customers have experienced unwanted add-ons, though, and some have said that they’re impressed with how clear T-Mobile employees have been when it comes to billing. “They’ve always been super clear when I’ve called and asked about anything,” explained Emil Caillaux, who spoke to The Washington Post and has been a T-Mo customer since 2008. “I’ve actually been very happy with how transparent they’ve been.”

This isn’t the first time that T-Mobile has been accused of adding unwanted charges onto customers’ bills. T-Mo was previously accused by the Federal Trade Commission of “cramming”, or adding unwanted charges onto subscribers’ bills, and T-Mobile eventually settled with the FTC to the tune of $90 million.

I’ve reached out to T-Mobile for a comment on this latest accusation. I’ll update this post if I get a response. Until then, you can read the CtW’s report in full at the link below.

Source: Calling Out T-Mobile

Tags: ,

  • ragumaster

    Its 100% right.

  • Hold3n

    That’s 100% wrong!

  • hmmmm

    its just greed from employees trying to get more commission. tmobile as a company doesn’t do that

    • Hector Escobedo

      It’s expectations from a company to be at a certain percentage. Besides features like that once removed within a few months the employee gets charged for the commission if they didn’t stick through with it for a while so it’s not good for their checks either.

    • Acdc1a

      It has very little to do with commission and everything to do with sales goals. It doesn’t make it right, but that’s the real motivation.

      • vikings football

        you’re right…its not just tmobile or any other carrier…when dealing with sales, there are either a daily, weekly, or monthly quota you must reach…you dont reach it, you are basically looking at a pnik slip LOL

  • Edward Palomares Jr

    I left TMobile before and I told them I didn’t want insurance,and when I got my bill it said I have insurance .

    • MattPortland

      I think that’s a fairly common one.

  • bowties4orphans

    This is one of the reasons why I quit working at T-Mobile. They do keep a tracker of your performance that you have to update each day. There’s a big whiteboard in the back room of all of the corporate stores that show your metrics day by day and the closing key holder sends out an email at the end of each night with those numbers. The biggest pushes for us were data, JUMP and small business accounts. You had to hit those numbers or else you’d be scheduled less hours. I was full time at one point working the minimum 28 hours while there were part time employees getting 40 hours. T-Mobile no longer hires full time and is strictly on performance-based scheduling, which makes the desire to add on services to increase numbers even greater.

    • Aaron

      Updating sales numbers is perfectly acceptable in any business. Knowing where you are for profitability is a basic management need. However, cutting hours due to performance is wrong. That sounds counter productive. Instead, retrain the rep. Coach the rep. If the rep still can’t perform after much assistance than maybe sales isn’t the best job fit for the rep.

      • Guest

        obviously he wasn’t trainable because they weren’t giving him hours.

        it’s called paid for performance job

        • Aaron

          I was being polite. Just like I didn’t touch the one who said “I’ve worked for the all the major carriers over the last 8 years”. That was too easy. Sounds like someone can’t keep a job. Lol. Damn, now I just lowered myself to almost troll level… :-)

    • vikings football

      its called sales quota…its not just tmobile… hate to burst your bubbles. you dont meet your sales quota, you lose hours, or worst yet, you lose your job LOL

  • Steve Weber

    I’ve been with T-Mobile since 2009 they all of a sudden just changed my family plan to A Simple Choice plan now I’m being capped and after 500 Megs I’m being back down to 2g speed! I was grandfathered in at no data limit no caps! T-Mobile told me I could stay on that plan as long as I stay with T-Mobile but they just up and change my plan out of the blue when I call them and ask them about the change of my plan they told me yes I changed the plan and that I could not go back to my old plan because they don’t offer it anymore my data speeds are so slow now I can hardly even check my email T-Mobile no longer getting my money.

  • JLamar

    It’s not a bad thing to track performance but they need some ethics training as well. My current bill is so jacked up. I’ve turned in my Note 7 twice involuntarily. Both times in charged for the EIP an extra month or two. I was bit with the 12 insurance when I started with them years ago. I asked and the rep told me it is part of the plan. I added an iPad to a plan and was charged $75/mo. That was removed but not refunded. They’ve started new accounts when I’ve added a watch or other phone. Was promised “a $100 bill credit” but haven’t seen it yet “It take up to 3 months to hit your bill and it will reflect in the monthly credits of $33”. It feels like a systematic problem. I have a very long phone call today with them.

  • JLamar

    Another interesting note. While swapping out a phone recently, a new employee asked me if I had any openings where I work. Said she really liked what she was doing but they encourage her to do exactly what is alleged in the article.

  • Edward constantin

    I use to be pressured to add features like mobile data, extra lines, insurance, and tablets without the customer wanting any of them. I worked there for 8 years and it got worse every year. I’m glad someone is finally doing something about this.

    • Acdc1a

      2 Accessories and a Jump with every line Edward…You do like your job don’t you?

      • Edward constantin

        I quit 5 years ago to work for a home builder and now I just day trade from home. It used to be a great company till they started forcing us to do illegal shit.

        • Jay

          What do you mean daytrade?

  • MadMartigan

    Sales people pressure consumers to buy stuff, news at 11.

    Must be a slow day at the CtW…

    • resource

      Either you can’t read or you’re a corporate whore who fell for the marketing and thinks T-Mobile is your friend bc their CEO curses. They added unwanted services to customers accounts WITHOUT PERMISSION.

      Many times after buying a new phone I found JUMP added to my account without ever asking for it. I told the rep how shady this was. T-Mobile has some good perks but UNCARRIER is pure marketing

      • MadMartigan

        “They added unwanted services to customers accounts WITHOUT PERMISSION.”

        Which has never ever been done by any sales person in any sales organization for ever and ever, right? Oh, wait…that actually happens. All. The. Time.

        You utterly and completely missed the point in your insane rush to call someone names. Happy?

        This kind of crap happens. Daily. In every region. In every market. It certainly isn’t a “good” thing, and I made no claim that it was, but it’s hardly news to anyone.

        Go troll someone else, sparky.

        • resource

          Nice try to rewrite your words but it’s clear you can’t even read or understand your own words.

          You said “Sales people pressure consumers to buy stuff, news at 11.” which shows you think they are pressuring people.

          Again

          1) That is NOT what is happening. They are sneaking it on.
          2) It is news EVERY SINGLE TIME a company does that. Ask Wells Fargo customers or the TMo customers that complained about it.
          3) Learn to read

        • MadMartigan

          Troll on, man. Troll on…

        • Acdc1a

          “CtW’s report says that 83 percent of T-Mobile employees surveyed have felt pressure to add products and services that customers didn’t ask for. ”

          …TO ADD PRODUCTS AND SERVICES THAT CUSTOMERS DIDN’T ASK FOR

      • Ben

        For me, it’s unacceptable, but it seems about half of the commenters on here are okay with a rep adding services to their accounts without their permissions. I wonder what they think of what happened at Wells Fargo.

        • Aaron

          The article states reps feel “pressured to sell”. It is sales. The rest of article posts about the consumer point of view. The people responding about reps bring required to “sell”. Well duh…

      • vikings football

        ive never had any problems with tmobile…have bought atleast a dozen android phones from them in a 5 yr span (have been with verizon and prepaid plan like virgin and boost prior to tmobile)…ive always indicated during check out process what i want and dont want…then they print out a receipt for you with what your new additions (whether plan changes or EIP installments)…and they will also tell you what your monthly bill will be…ive never had any problems with my monlhly bill, maybe im just lucky LOL

  • OneJibmoNation

    For months I paid $5 per month unknowingly for “early upgrade” service when I came in to buy a temporary cheap prepaid phone while i was waiting for a new screen for my unlocked phone. It was a T-Mobile store and the guy made me sign a paper which was kinda weird.. Only found out after paying for it for 8 months, called t-mobile furious and they took the charge off. They told me they would take it off my next bill which they did but still, its messed up.

  • steveb944

    Reminds me of the ‘required’ 5 GB data for an iPhone, but not a Galaxy because the iPhone was so great…

    • Acdc1a

      Those were the days. I took a drive to the district office…good times!

  • circa476

    If I understand correctly, people are upset about be asked to do their job as a SALES ASSOCIATE? Because that’s what you are. Not a clerk or order taker. If you only want to take the customers orders, go to Burger King. I bet all of the complaints were from younger employees.

    • Ben

      I’m not sure how you interpret the article, but I don’t think adding service without the customer’s knowledge or approval is a part of the job. Remember the Wells Fargo debacle?

      • circa476

        Re-read the article sir. The writer is talking about reps being pressured to sell/add features.

        • Acdc1a

          You should re-read the article sir.

          “CtW’s report says that 83 percent of T-Mobile employees surveyed have felt pressure to add products and services that customers didn’t ask for. ”

          …TO ADD PRODUCTS AND SERVICES THAT THE CUSTOMERS DIDN’T ASK FOR

        • Aaron

          That’s the wording. But having worked in sales management I can read the meaning to be something wholly different.

        • Acdc1a

          I’ve worked in sales and management longer than most people posting here have been alive. I can tell you that stores in my district (back when dinosaurs roamed) added roadside, text (at a time when there was no inter-carrier text), and insurance on every line. It was cramming then, it’s cramming now.

        • Aaron

          Yes, adding without consent is cramming. But I still believe the issue of “I’m forced to add stuff because of my job” excuse is usually used by poor sales people. It’s an excuse plain and simple.

          Some people are not fit to be sales reps. Instead of finding a better job fit for themselves they will excuse off poor performance.

  • Jason Caprio

    This is exactly why I do not trust associates when buying services from any company. I sign up for everything on the website so I can choose what options I want and review what I have chosen before I submit.

    • Acdc1a

      I agree, but there are times where you must speak to someone like with the 2 free lines promo that T-Mobile just had. Both lines were crammed with crap that I not only didn’t want, but weren’t discussed at the point of sale.

  • bkat11

    Sales associates being forced to sell their products to consumers…in other news it’s could in the winter, water is wet and the sky is blue. We now go to Olly for a weather update “IT’S FREAKING COLD!” Thanks Olly

    • Acdc1a

      …not forced to sell products…forced to add products to a customer’s account. Big difference.

  • resource

    The number of corporate cheerleaders in the comments is pathetic. People really think a corporation and its millionaire CEO is their friend bc he curses or they can’t read. No wonder Trump won.

    No one is saying ‘SHOCKER salespeople are being aggressive” What is happening is that salespeople are “ADDING SERVICES TO YOUR BILL WITHOUT TELLING YOU”

    That is not sales.

    Uncarrier is marketing. T-Mobile doesn’t love you and what they’re doing is wrong. I’ve had reps add Jump to my account without asking. It’s annoying and anti-consumer.

    • Whether Intentional or Not

      Thanks, well stated, whether it is intentional or not intentional, it happens. By experience, I have contacted Customer Service to remove services that were added without my authorization by sales.

    • bkat11

      “Multiple employees that spoke to CtW say that they were required to sign up 80 percent of their new account with the JUMP! upgrade program or with the $10 per month premium handset protection add-on .”

      Most want the ability to “jump” to a new phone when they come out but you do have the ability to opt out. You can’t get JUMP! without insurance as its included on all jump programs so realistically are they adding unwanted charges? Or are people not paying attention and taking the time to read the agreement? It was fully explained to me 4 years ago and is still well known now…but yeah blame corporate America cause most don’t read the fine print. That’s the liberal way always someone else’s fault!

      • resource

        What braindead nonsense.
        If most wanted it and were told about they wouldn’t complain when it showed up on their bill.

        However if you like unsolicited charges on your account so much, give me your social security and credit card numbers.

        • bkat11

          You’re an idiot…have a nice day

        • No Need for Name Calling….

          No need for name calling, we can agree to disagree as adults or civilly at least, I hope…

        • bkat11

          Ok don’t use words like “brainless” if you don’t want me to respond…but I agree let’s be adults

        • resource

          Well your comment was and still is brainless.

          “but yeah blame corporate America cause most don’t read the fine print. That’s the liberal way always someone else’s fault!”

          1) There’s no fine print. They’re adding on charges after you walk out the store. Tons of people in the comments have had Jump added on for no reason.

          2) But somehow this is not TMos fault, but liberals that want to blame someone else…

          OK…

        • bkat11

          Well you’re an idiot…

        • Aaron

          I used to work in sales. I have had times where I had everything clearly written, explained to the customer multiple times how the billing will look, and still the customer comes back saying “I was not aware of this or that”.

          I didn’t feel “pressured” to do anything. Just knew to do my job to the best of my ability and things fall where they fall.

          Example. Customer comes in wanting to set up new service but wants to activation fees waived. I explained the fee and cannot waived. However, I can use a $100 off coupon I had towards the phone which would offset the fees. I clearly explained there would still be activation fees but I’m taking cost off the phones. Wrote it all down and copied the paper. Customer comes in after receiving first bill screaming that I promised he would not pay activation fees. I showed him everything we discussed. He still call customer care to issue a formal complaint that I “lied about the activation fees”. So, I think sometimes it is just not explained properly to the customer and sometime it is the customer.

        • Acdc1a

          Of course…and there are always “those” customers. I went through it in a previous life when I sold in and then managed a retail store.

          The real, legitimate complaints are like mine where anytime a change is made to an account no matter how trivial, stuff appears on the account. I got hit with Jump on an Alcatel tablet!!!! Let’s not pretend that this isn’t going on. It was going on 16 years ago when I worked in wireless…and it’s still going on today.

        • Aaron

          I’m not saying it doesn’t happen. I said that sometimes it is the rep sometimes the customer. I will say in my years of sales management I have had to let employees go for slamming accounts.

          I have also found the biggest complaining reps were also the laziest. Always an excuse for why a customer doesn’t want something.

          Example. A rep that hasn’t sold a tablet in a month. Customer comes in with a broken phone. Ordered a replacement through insurance but upset that won’t get one same day. Wife uses an app to monitor something for the husband’s health. I show the customer a tablet as a back up option for the app. The rep who was assisting the customer literally pulls me aside and gives me the “corporate America run amok. Customer is upset so why am I trying to sell them something?”.

          Customer bought the tablet and thanked me for showing them a back up solution. That rep will be one of those “I feel pressured to sell” reps.

      • thepanttherlady

        If you don’t want JUMP! and they add it to your account without your permission then yes, they are adding unwanted charges. Do you have the ability to go back and have it removed? Yes. We shouldn’t have to. No means no. Period.

        I had a rep flat out tell me they can’t do an EIP without JUMP! being added to the account. The more I pressed back about she changed her story from it being mandatory to her not knowing how to do it to magically her knowing how to do it.

        This isn’t the first time this has been complained about or even reported here.

  • kevev

    for 2 months in a row I have found 2 new lines being added to my account. The area code for the numbers is from a surrounding area to the area code my 4 lines are on. The new lines are different numbers each time. There is absolutely no usage on these new lines, and nobody at T-Mobile can tell me how they got there. They have told me that the lines were added by an employee in a corporate store. But T-Mobile will not tell me who and what store. As suggested by the rep on the phone I added a pin to my account. I feel that this may be more cramming by employees trying to keep their jobs. As a T-Mobile/Voicestream customer for 17 years my trust in T-Mobile is running thin these days.

  • Keith

    Keep an eye on your bill monthly. Call them and call them on this crap.

  • tranceformer978

    I feel sorry for T-Mobile employees that deal with me or anyone on my family plan. We’re on Jump1 so we already have insurance, we have the max number of lines so they can’t add anymore, and we always walk in with a case from Amazon so they can’t sell us an overpriced one.

  • Mike

    T-Mobile should be ashamed of itself.

  • Encino Stan

    I have been a T-Mobile/Voicestream customer for 17 years and in all that time I have never been pressured into buying anything. Sales has made suggestions that I declined, but never did I feel any pressure to purchase any options. Nor have I ever been billed for anything that I haven’t ordered.

  • Kevin

    This is pretty silly. If you work in sales, you have quotas… Why is it unreasonable to try and sell a service? If it is put on unknowingly that is one thing. This is just stating that they feel pressure to sell it? They should be looking for a different line of work.

    • dtam

      that’s is how I read it as well.

    • Acdc1a

      “Pressure to add things that customers didn’t ask for.”

      That’s cramming, not sales.

      • Didacts

        That’s sales. It’s your job to offer customers stuff of value to them. Like tablets and other things. T mobile employees aren’t cashier’s they are sales representatives and they have a job to do. Every single cell company does this. A customer comes in for a upgrade but who knows they would like to know about something like a free tablet. Some employees don’t know how to present it well without feeling pushy.

        • Acdc1a

          You’re trolling. Adding things not asked for or presented is cramming. It’s very simple.

  • Ben

    From my experience, the corporate stores are wonderful and I get perfect service everytime. However, the tmobile dealers are hit and miss, I’ve had one location straight up lie to me on two different occasions about ‘free’ items that weren’t actually free. After the second time I wont go back to that location. This all goes to that I get sales people have quotas but I had the same experience when I was on Verizon (Should’ve learned my lesson) so I think the problem may be rooted in local management training to maximize profit.

    • Acdc1a

      I wish I shared this experience. It doesn’t matter if it’s retail or on the phone I get crammed every time I do something to my account.

      The unfortunate part about all of this is the organization bringing this information to light. They’re a pro-union thug organization that targets T-Mobile simply because they’re non-union. Let’s not forget that this happens at ALL carriers.

  • Anon Smith

    I have worked in the cell phone industry for 8 years at Verizon, T Mobile and AT&T and all of them push sales and push features. This is nothing new and it definitely was worse at the other companies compared to T Mobile

  • Consumer

    This is main reason why I switch to Verzion. T-Mobile don’t treat there customer right.

    • thepanttherlady

      Except Verizon isn’t exempt from pulling this same crap. I had Verizon a long time ago. Upgraded a phone and walked out unknowingly with an insurance plan on my account that I had specifically told the sale guy I didn’t want. I wasn’t aware of the add on until I got my first bill.

      • Spanky

        This happened to me on two separate occasions when I was with T-Mobile. I specifically declined insurance when it was offered by a sales rep, only to find it on my bill the following month. Granted, a quick call to customer service took care of the issue both times, but it doesn’t make this practice any less shady.

  • Christine Mooers

    Maybe people need to learn to say no? They aren’t adding things without telling you. They are offering extra services.

    • thepanttherlady

      Incorrect. Some are, in fact, adding services without permission.

    • CompGuru

      You’re probably right 99% of the time (not adding things illegally) but the pressure tactics alone really mess with “less informed” people.

    • John Doe

      Yes they are. I remember when I bought my Nexus 6 from T-Mobile store, I specifically told the sales rep DO NOT ADD JUMP to my plan or change it in any way. I said it twice in fact and the next day I check my account online Jump was added to my line.

  • (J²)

    Be mindful, that services that have been cited (PHP or JUMP) have a short eligibility window – I believe just 14 days. If it were the other way around (T-Mobile representatives failing to add critical coverage), complaints would still be filed.

    This must be stressed to employees. This should actually be a mandatory disclosure.

    You also have to take into consideration the amount of pure human error involved (customers side/employee side). T-Mobile has very good customer service… Knowledgeable… Eh… Not even close…

    I’ve been with T-Mobile for over 2 years and my account has been plagued with all kinds of issues stemmed from representative error. The ONLY thing I miss about Verizon Wireless is the FULL self service website. I’d rather do everything myself ;)

    Just an FYI… T-Mobile doesn’t benefit from selling YOU insurance. This is paid directly to Assurant. The Jump + Insurance only earns T-Mobile $2 the last time I checked.

    Where T-Mobile has the most room to profit is service, misc. add ons and accessories…

  • nearvanaman

    I’ve had that at T-Mo. Always trying to sell you a $30 case or make you feel like if you don’t add insurance you’ll be really, really sorry. I told one of the associates that I was aware they were under pressure to up-sell me and I wasn’t interested. Tiresome stuff. I’ve been in AT&T many times and I can’t say it has been the same. T-Mo were worse, in my experience.

  • Captain Insano

    I love pinky. I’m on att now and I know(from friends who work for them) that all companies do this. It’s not new.

  • jimjwilliamson

    I call bullshit.
    13+ years with TMO and never once have I been given more than “we have this available, are you interested?’
    Sound like another company putting folks up to this crap to me.

    • CompGuru

      I’m sure it doesn’t happen to everyone, but it’s happened to me multiple times (over 10+ years). Before you ask, the only reason we are still with them is because we are grandfathered on a really cheap plan.

      • mikeZo6

        yes me too

    • mikeZo6

      Been with Tmo 16 years and they DO ADD stuff all the time with out asking u !

    • MindFog2287

      Happened to me. Store rep added insurance to my line when I went to the store to get a SIM card. I only found out later and was royally pissed off. It’s true.

    • ES

      Never happened to me either, but I think I only called them once to add a line. No pressure at all or extras tacked on, but that was 3 years ago. Everything else I did myself over the Internet. Could just be pressure from middle managers trying to make themselves look good to higher ups or retail staff trying to get commissions…

  • CompGuru

    T-Mobile pulls all kind of crap. I’m glad people pass this information around.

    They scammed me out of $325 on the pixel rebate because their system errantly said I was eligible. Their customer service lied to me and then said “sorry, nothing we can do”.

    Jokes on T-Mobile though, I’ve already convinced two people (technically 1 family and 1 individual) not to switch to them. I hope the $325 was worth it!

    • Didacts

      How are you not eligible? You just have to upload a confirmation of the payment for the Pixel and you have to be on unlimited plan. The system only says your eligible after you submit the Pixel purchase. you wouldn’t even be able to submit the promo unless you were on the correct plan too.

      I smell BS if you really weren’t eligible why would t mobile give you $325 free. That’s insane. No carrier would do that.

      • CompGuru

        Haha good to be skeptical. I clicked the link to verify eligibility (putting in phone number, SSN, and PIXEL) and it let me through with a list of eligible promotions (only one listed because I put in PIXEL). I did this before I ordered the pixel.

        After my pixel arrived I went back and did the same exact thing and this time I got a red error saying I wasn’t eligible. It turns out their system shouldn’t have let me through in the first place because I didn’t have an unlimited plan (I interpreted my plan as being unlimited, just not 4g and was confident in that based on what I just described.

        After talking to T-Mobile they told me they would take care of it and add unlimited and credit it back off so I could get the promo. I didn’t want unlimited and wouldn’t have bought the phone if it had been clear as a requirement.

        When the credit didn’t come in I called back and they said they had no record of promising that (the help center I called happened to be “one of our only that doesn’t record their calls”) and there is nothing they can do.

        The worst part is I would have returned the phone after the first call if they had just admitted it was a mistake they couldn’t fix. After the second one it was outside of the return window.

  • Ari garxia

    I just came from a T-mobile store. They are charging me 53 more dollars on my bill. They say it is for the two extra FREE lines I added. Of course I’m getting a bill credit for it, but until my second bill. I wasn’t told that when I got the two FREE extra lines. I don’t care for the credit. I want my money now. I told the guy on the store that it was wrong and sneaky.

    • CompGuru

      Not uncommon, the same thing happened to me when I went to the store to get a new SIM card (for the pixel I mention below). To be fair they did sort the “free” lines issue out, but only after we called and told them we had a printout of the official internal email about the promotion (which we do, I asked for a hard copy before I agreed to the lines).

    • Didacts

      They should have told you but even though you are paying that first month you are getting your money back through those credits.

  • samsung freud

    It’s not only that, I had to point out to a sales rep that I was still being charged for my explosive Note 7 that I had returned two months ago.
    The store rep had to call in to verify the return and credited my account.

    When I bought a new phone, they charged me for a sim starter kit that I didn’t need or use.
    The stubborn sales rep, said it was non-refundable.
    The call center refunded the cost of the sim kit that I didn’t need.
    Check your account before and after visiting your tmo store or calling customer service!

    • George Salcedo

      The call center always credits me these bogus $20 sim fees. Speak to foreign reps they help more.

      • Guest

        trust me the reps don’t want to charge them but if they don’t they will be fired, they think its bogus also.

  • Dre

    It’s 100% true, as a former assistant manager if you didn’t push you were basically giving up on keeping your job. Behind what the customers see it’s all threats to your job if you don’t make the sales numbers

  • Dan58w7e

    Due to these practices I avoid the retail store and either buy through the costco kiosk which is very low pressure doesn’t charge for a SIM card / assist fee and gives a free accessory or I buy through t-force.

    The one in store purchase I made I got stuck with jump on my account and lied to, understand the pressure on the employee I could tell he was uneasy as he forced me to have it and kept telling me its a free trial and it can be removed.

    • Nobody Special

      They tell you it’s a free trial to add it to your account. They tell you that you can remove it at anytime (after you leave their store). But they get a bonus credit immediately from that unwanted sale. Whether you remove it later or not isnt the point. The point is that these employees make instant $$$$ from these business practices. And they want the Tmobile Online to clean up the mess they made….

      • Guest

        No they don’t

        • Nobody Special

          They do. That’s why this topic exsist. I am speaking from experience. Everyone who has had a bad experience with any cell phone carrier are speaking from personal knowledge. Your argument has little substance, but lets see what other information gets revealed. im sure even after the cell phone companies admit to the things i mentioned, you will still say as a guest “No they don’t”.

        • Guest

          they get charged back if its removed within X amount of time. It only helps numbers so they don’t get fired.

  • Mike Thaler

    I read some of the messages in this thread. Surprisingly, no one referred to what Wells Fargo employees were pressured to do by thei bosses. – open hundreds of thousands of unwanted accounts.

    • Nobody Special

      People are usually only concrned about matters that directly affect them. If you don’t have any accounts with Wells Fargo, odds are that news story went unnoticed.

    • VirusZer0

      It’s funny when I actually heard about the Wells Fargo incident I thought about tmo and how they pressure their employees. Used to be an employee and can 100% attest to this. But what’s really taken out of context in the report though is that the other carrier’s aren’t so different. Tmo reps might feel a bit more pressure than the other carriers’ but this report makes it seem like the other carriers have a clean slate.

      • Deadeye37

        That’s because the other carriers are already unionized, so CtW doesn’t care about them. CtW is doing all these negative reports to try to force T-mobile’s employees to join their union.

  • Nobody Special

    I have said this in the T-Mobile support Forum and nobody believed me. I knew there was a quota, i have always felt pressured when talking to a rep. I have had unwanted Jump add-ons added to my account even when i told the rep specifically i didn’t want it. it’s similar to talking to a car salesman… i have been taken advantaged by them too…. they are really slick, they will promise you one thing and have something different in writing (GOTCHA).

    Anytime i deal with a rep, i check my account online looking for anything out of the ordinary added to my account that will cost me money $$$.

  • Reagan1

    I don’t think I’ve ever been sold something I didn’t want from a Tmo rep (phone or store), but any change, purchase, etc that you make on your account, you better check your billing statement. I’ve caught errors multiple times after the fact. Tmo eventually fixes, but if I wouldn’t have caught the errors, they would have made quite a bit more money from me with their mistakes.

  • csr specialist

    It’s funny how you all wanna say you had this or that added without knowledge. Well I’m here to call out Bullshit when I see it. First if your in a store getting a handset which is when the jump insurance would be added you get several papers place isn’t front of you to sign that tells you the term of the experience and the changes to your account. So it is up to you the consumer to read it before you sign it. Second you get a text within 48 hours welcoming you to the insurance provider and a letter within two weeks. So if you didn’t read any of it then it’s your own fault.
    Same thing when you call in. You sign eip online and it is there for you to read. Then you as well get a text about changes for you to read. It’s your own fault if you blow these things off. Just like the international call that people call in about and swear they never called. Get real you got about text about the charges long before the bill became past due. Or the restore fee’schedule because you ignored the text messages about your bill being past due. Time for you to take some responsibility for your actions. Time for you to stop blaming everyone else for your lack of ability to read those messages. Next time you call a company and blame them because you failed to read the agreement or text. Stop hang up and go see your mom, dad or teacher and ask them why they never taught you the importance of reading. Have a Merry Christmas and a Blessed New Year

    • Acdc1a

      How about when you do it over the phone?

      • csr specialist

        When any changes are made, when any excessive charge are happening a text alert is sent to the phone of the bill holder. The one for changes say: there have been changes made to your account. If you did not authorize these changes please contact customer care by dialing 611 from your handset. For insurance it says thank you for adding the jump/php insurance. If you didn’t authorize this change please contact customer care by dialing 611 from your handset. For excessive charges: you have used xxxxx amount for services. If you feel this is in error please contact customer care for assistance. Dial 611 from your handset. If you call when you recieve the message the issue can be fixed to prevent charges but when you wait until it’s billed then at that point you have accepted validation of the change or charge.

        • Acdc1a

          Sure, blame the customer for the rep cramming them. I’m sure you’re a very valuable member of the T-Mobile team. I’d have your a$$ fired in 2.1 seconds if you worked for me.

    • Chris Drudge

      I like how you blame the customer for not noticing the charge on the bill or a text, but not to the employee that put it there in the first place.

      I had handset protection crammed onto one of the lines on my account. I don’t know when exactly it was put on there but I promise you I never received any text notifications that it was put on nor any letter about it, as I never would have had it. It was on a line for a phone that TMobile didn’t even sell. I did take responsibility for my lack of awareness of my previous bills, which is exactly what TMobile and CSRs like yourself want me to do…to not fight crammed charges that make them money.

    • Even MoreBS

      Lie lie lie. Jump was added to my account and no stack of paperwork was presented for me to sign. So don’t start your tmo fanboy crap here!!!

  • JMccovery

    If people are upset that T-Mobile does this, I think they would go into full seizure mode if they knew what used to (and sometimes still does) go on at At&t retail locations.

    • Acdc1a

      Cramming is illegal. People should be upset.

  • MindFog2287

    I love how people are calling BS on this, but I went into a T-Mobile store for a new SIM for a phone I had just bought on Swappa. When my bill was higher than expected the next month, I found the attendant had added insurance on that line WITHOUT asking me or telling me. I was pretty ticked off.

    • Acdc1a

      Blind loyalty is all it is.

  • Guest

    A friend went to a store to ask why her internet was slow, she was told to get to the T ONE plan because that plan has more Internet. She didn’t want to pay more.

    I checked her account days later and saw that she didn’t even use half of her 6GB.

    Of course you can blame her for being ignorant, but don’t blame t-mobile.

  • Rogue One

    As a former employee of T-mobile for the last 10 years, I can say this is mostly true. I was pressured to add Jump or insurance whenever a customer purchased a phone, but it was mostly for EIP transactions. If a customer brought their own phone or bought it outright it wouldn’t hurt our goal of 80% Jump attachment. If I didn’t hit this goal I would lose hundreds of dollars in commission and was at risk for a write up and could potentially lose my job. I’m glad I left because they basically forced us to sell customers things they didn’t need. My manager would ever go back in the accounts and add Jump if we didn’t add it ourselves.

    He would credit the customer or make it seem like it was theit fault for not paying attention. It was ridiculous. There is lots of greed in the company. He wasn’t the only one either. All the “best performing” managers were doing this.

    The best “hustlers” were rewarded with gift cards and sometimes lavish trips.

    I really hope they stop with these ridiculous goals. Lots of great and talented people have left since I started because of the BS.

    I know it’s different if you get something online or over the phone. They’re not pressured to push this, it’s mostly at retail locations.

  • FormerCellCarrierWorker

    Let me put all this to rest right now! I’ve worked at T-Mobile, Verizon, and Sprint. I now work with one of “some” people’s favorite phone company. I’ll have to keep that part private, since we don’t like publicly shaming cell companies. I’m going to air out all the dirty laundry. ALL CELL CARRIERS HAVE GOALS AND METRICS TO MEET! If you as the customer call into customer service or visit a retail store, they don’t give a crap about your specific situation. They are there to make money. At Verizon, we had to sell $100 worth of accessories for each phone sale. No matter what! With competing places like Walmart, Amazon, five below, you can see how hard that is. At Sprint, It was $65 worth of accessories per phone sold. Working at T-Mobile, from 2009-2012, I can honestly say they didn’t press goals as much compared to Verizon and Sprint. This was also pre-John Legre though. At all the cell carriers you’re expected to hit (for example), 35 new lines, $100 accessories per handset, 50+ upgrades, 90% CSAT (survey to customers) and 85% insurance take rate. These metrics fluctuate obviously depending on the given month. When you did all that, the average rep would take home (at least I did) about $1100 in commission (depending on the cell carrier). Verizon paid the most. T-Mobile wasn’t bad. Sprint’s commission plan is horrible. Reps also get base pay. But yes, Managers would go crazy on you depending on your numbers. At Verizon, when a customer wanted an iPhone (this was when the iPhone 5 and 5s was out), you had to explain to your manager why you couldn’t sell that customer an Android device because Verizon was only interested in selling android devices due to the profit margin. They would lock up each iPhone and until you gave that explanation, you weren’t allowed to sell the iPhone. Very long winded post right here. But, some of the customers need to know what the heck is going on at these cell carriers. Great job for those of us without a degree. Trust me I made about 60-75K a year (not at Sprint, they don’t pay anything LOL). But, the time you put in and the lies you tell to keep your job is more than I could’ve handled. I wish this company in the article talked with me about how cell carriers go crazy over metrics.

    • Aaron

      Don’t know which Verizon you worked. I never cared what the rep sold as long as they qualified properly.

  • vikings football

    forced to sell/add a product or service? was their ever a gun pointed at the sales rep? im sure they were told, not forced LOL…no one is forcing you to meet or excede your daily/weekly/monthly sales quota LOL

    and what company keeps a salesperson that cant meet sales (daily/weekly/monthly) quota?

    excede your sales quota every month, you could be the next sales person of the month lol

  • NardVa

    It’s not just T-Mobile, every company that provides internet service, cell phone service, cable service or satalitte service does it. These companies will put pressure on their employees to meet unrealistic metrics to keep their job.

  • vinnyjr

    It’s very simple, just say you are busy and have no time. T-Mobile never forced anything on me I didn’t want. Thank You T-Mobile, Thank You John Legere.

  • Current T-Mobile Employee

    100% true. It’s a foul sales technique we call “slamming”

    nothing a bill credit can’t fix next month

  • TheRealKingSen

    Bought a galaxy note a few years ago. Opened up a new line to my account to purchase it. Told the rep I was looking for the cheapest Data plan since this would be a secondary line that normally wouldn’t be used.
    When it came time to print out the paperwork to sign and review somehow it printed out in a foreign language. The rep said she didn’t know how to fix it to print in English.
    When I eventually checked my account she had signed me up for a high Data plan when I told her many times I didn’t a high Data plan. Called T-Mobile and they took care of it. They made it out like it was a unintentional mistake but I don’t believe that for a second

  • calief

    As a tmobile sales rep i can vouch for this. in the years i’ve been with tmobile i’ve been pressured and almost forced to add things that i knew wouldn’t benefit the customer and would be punished with extremely early meetings or put in a pip process if i didn’t.

  • Skankhunt42

    its true and all carriers are guilty of this. tmo was the only one i know of who didnt write reps up for it. att would in a heartbeat.

  • Kevin

    it’s wells fargo all over again

  • Rush Hadley

    I worked at a T-Mobile call center last year and saw this all the time. Customers routinely called in to have services removed that the store added. T-Mobile employees love their commission.
    I also had stores fraudulently call in to pretend to be the customer to try and activate new lines, and the customer had already left the store.
    This report is legit.

  • Frederick L Duke

    I recently reviewed my statement, and had $42 dollars of unneeded services removed from my account, that’s $504 savings for one year. You have to stay vigilant folks!

  • ES

    I hope they change those practices, but I’m just happy you can make almost any change to your account from their website. Is that too much to ask every-other-carrier/ISP?

  • Lydia Avila

    That’s been going on since 2010 when they forced us to sell. I was let go in 2013, thank God. I never added anything but we were pressured big time. Very stressful job