Report: #622299

Complaint Review: T-Mobile USA, Inc.

  • Submitted: Sun, July 11, 2010
  • Updated: Thu, July 29, 2010
  • Reported By: Charles M — Lutz Florida United States of America
  • T-Mobile USA, Inc.
    18205 Crane Nest Drive
    Tampa, Florida
    United States of America

Show customers why they should trust your business over your competitors...

Dear Former & Current T-Mobile Customers,

I was once a Financial Care Reprentative at T-Mobile from February 2008 to April 2010. My job was to take your payments and set you up on a payment plan to help you keep your phones on. And, I was good with my job because I collected about three million dollars ($3,000,000) during the time I was employed there. They kept telling us over and over again that Customer Service was the key to keep our customers, but we only had 180-200 seconds to talk to you about your problems, address them and solve them (and oh yeah, collect the payment). Sounds crazy huh? We were also taught to listen to your complaints but if its not about collections then to immediately transfer you to customer service. Things got a little crazy after we lost the J.D. Power Award to Verizon Wireless this past year. We had to collect more and more, even to the point where we had to at least ATTEMPT to collect on your next months bill if its 9 days before the due date and if you were 2 days before your due date WE HAD to collect the payment. (Isn't that the reason why we have a due date folks?). I really didn't agree with this because that's begging for an argument to happen, but since I was an employee I had to follow the rules. I'm pretty sure that I talk to you at least one time or another, and I see why you are mad at T-Mobile. I'm looking at all of these complaints, the services (customer, equipment and network) must have really sucked and I'm DEFINITELY switching my services to AT&T as soon as possible and hope that others do the same if you're not getting what T-Mobile promised that you would have.

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Updates & Rebuttals


#1 Consumer Comment

I LOVE T-Mobile!

AUTHOR: Anfoooo - (U.S.A.)

I've had T-Mobile for 4 years. After my 1st contract expired, I upgraded my phone and was offered a 'Loyalty Plan' - Unlimited talk and unlimited text for $69/month and entered into another 2 year agreement. Every single person - both family and friends - in my life are on T-Mobile. With taxes, my bill has never been over 80 bucks.

Since my talk-time exceeds 4,000 minutes/month, I  couldn't be happier!

I'm on auto-pay and have never had a problem. You had to have been in the collections department. Thankfully, I haven't spoken with you.

Sorry you were terminitated - it's difficult to be out of work in this economy. I worked for a cell company back in the early 90's while in college. They followed the law very closely when it came to terminations. Lateness and absences were not tolerated. Low performance, had to be heavily documented. Another reason they had layoffs were low profits - but working in the retention department, you could see the increase in cancellations.

In the event T-Mobile is practicing illegal labor practices, contact your local labor board and file a report. Just make sure your reporting is truthful as filing a false report could have consequences.

Sorry you're so angry. Hopefully UC is available to you.

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#2 Consumer Comment


AUTHOR: Robert - (U.S.A.)

The one thing missing from this Report is anything that has to do with the title "Deceitful Termination".  No where in the report or your update do you state why you were Terminated. 

What also does not make sense is the following statement. 

We had to collect more and more, even to the point where we had to at least ATTEMPT to collect on your next months bill if its 9 days before the due date and if you were 2 days before your due date WE HAD to collect the payment.

You were a Financial Care Representative, and from your description you delt only with "Collections".  So wouldn't the only reason that they would be calling you is to make a payment, or make arrangements for payments.  Why would they even call the collections department BEFORE their due date.  Unless you are saying that T-Mobile set up their phone system to automatically route it to you if it was within 2 days and it was your job to refuse service for anyone who doesn't pay. 

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#3 Author of original report


AUTHOR: Charles M - (United States of America)

I would do it...because its not fair that T-Mobile require the customer to do these crazy thing. Yes, Verizon may be high, but think about whethere you want good services to your phone without being hasseled before the due date. You get what you pay for. If you stay (or go) with T-Mobile, think about what I said when they start asking you to pay for a bill that's not even due yet. ok?
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#4 Consumer Comment

Is Verizon really a better choice?

AUTHOR: spc3rd - (USA)

Just a short comment here that you may want to review all the massive number of complaints against Verizon on this website before making the decision to acquire service with them.  It seems that there are hardly ANY cell service providers left who provide decent, ethical, service anymore.

Given the massive number of complaints on this website alone filed against cell phone service providers, I find it hard to believe the rating information found on certain websites which supposedly provide an impartial and accurate rating of cell service providers in the areas of rates, calling plans, coverage areas, customer service, etc.

If you DO happen to find a decent, respectable, cell service provider...please come back here and leave everybody a post!

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