Report accuses T-Mobile reps of fraudulently adding unwanted services and products to customers' bills

Report accuses T-Mobile reps of fraudulently adding unwanted services and products to customers' bills
Labor group Change to Win has it in for T-Mobile. It has filed a complaint with the Consumer Financial Protection Bureau complaining that T-Mobile reps are under so much pressure to reach sales quotas, that they are adding unwanted services to customers' bills. A report issued by the group says that T-Mobile employees are paid low hourly wages, putting them in a position of having to choose between doing right by the customer, or saving their job by running up the bill to hit certain sales targets.

CtW says that the information it cites comes from online surveys it took of both customers and sales associates. T-Mobile employees and customers were also interviewed, and information from FTC complaints was also employed. The report states that 83% of T-Mobile reps who responded to its online survey said that they felt pressure to add services and products that were not specifically requested by subscribers. For example, one employee working in the call center said that every month she would field over 100 calls about fraudulent JUMP charges on customers' bills. One rep said that in order to meet quotas, reps would add an insurance plan to a customer's account without being requested to, and take it off a few days later. One manager allegedly told a T-Mobile rep "Don’t give [the customer] the option to say no."

Another trick, according to the call center employee, is to add additional phone lines to an account that were not requested. "The CEO talks about the company’s growth; from my point of view, I wonder how many of those lines added are real," she says. Making matters worse, the report states that the sales targets are rising. 62% of employees who answered CtW's online poll say that their commission level is getting harder to reach. "It opens up a lot of room for fraud," says one T-Mobile rep. Another was told by her manager, "Don’t think about your customers; think about putting your money in your pocket."

According to data included in the report, T-Mobile receives the most complaints per million subscribers among the four major U.S. carriers, and that number has been rising. From 21 such complaints per million subscribers in 2013, the number has risen to 95 for the first half of this year. Polls taken by T-Mobile customers in five states indicate that 36% of those answering were signed up for services that they didn't request. 43.5% of these additional services were for phone insurance. 27.7% came from an unlimited data plan not asked for, while 12.4% were charges for additional lines that were added without permission. The same poll indicated that 55.7% of those who who subscribed to T-Mobile ended up with a higher monthly invoice than they were originally told to expect.


We should point out that CtW went after T-Mobile last month in another report accusing them of them using non-GAAP (generally accepting account principles) financials to make their numbers look better. Many companies use both GAAP and non GAAP financials when they report their quarterly earnings. As long as the numbers are properly labeled, there is no issue here. In fact, according to corporate advisor McKinsey and Co., 25 of the largest non-financial companies in the U.S. were using non-GAAP financials by 2014.

As for the rest of the report, we're sure to get a statement from T-Mobile which we will add to this story. If you are a T-Mobile customer, let us know if you've ever experienced any of the issues mentioned by CtW by posting in the comment box below.


source: ChangetoWin via TmoNews

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13 Comments

1. FlySheikh

Posts: 444; Member since: Oct 02, 2015

I'm not surprised. Most Network Providers are guilty of this.

6. joevsyou

Posts: 1093; Member since: Feb 28, 2015

it's really the employees who's doing it.... The employees are f**king with the system by adding it them removing it just to hit their mark.

7. Acdc1a

Posts: 475; Member since: Jan 21, 2016

All network providers are guilty of this. It's nonsense and needs to stop. That said, this particular organization is simply irritated that T-Mobile is non-union.

8. Hotzb22

Posts: 109; Member since: Mar 30, 2009

im always getting complaints from att customers about the same thing

2. ProblemSolver15

Posts: 372; Member since: Jun 14, 2010

Very similar to the Wells Fargo incident. Interesting.

3. tywanjames

Posts: 64; Member since: Mar 02, 2012

During their black Friday sale where you got a "free" galaxy S7, as long as you stayed with them for 2 years for trading in a phone, the rep canceled the jump version 1 i had on my account for years for some reason. Didn't realize it until a few days later. That's the one where you can trade your phone in any time you want. Called to get it back and the rep said the computer was only letting her put version 2 on my account. That's the one where you have to pay off half of the balance before you can trade it in. Sneaky bastards. I'm guessing T-mobile didn't want people using the phone for a little bit then leaving for another carrier if a better deal came along. But instead of telling people they went and tried doing it the slick way hoping too many people wouldn't notice. That's one of the reason's I sent the phone back, so I wouldn't be locked into any kind of contract with them. Just as bad as Verizon Fios when I was month to month but they put me into a 2 year contract without my knowledge when I called to increase my Internet speed for an extra $5 a month.

4. threed61

Posts: 259; Member since: May 27, 2011

I got double billed twice while on auto pay. It took 20 minutes of arguing to get my money back and they refused to pay back the service charges. Luckily the credit card canceled them.

5. sun0066

Posts: 282; Member since: Feb 12, 2011

Got not problem with t mobile Lot of problems with the rest of carrier , being Verizon and sprint the greediest ( at least to me ) T mobile it is easy to add and remove services online

9. gersont1000

Posts: 473; Member since: Mar 13, 2012

It has happened to me several times with T-Mobile, that they add services that I didn't request (such as insurance) or don't take it off after I cancelled insurance on a couple of lines, and they charged me for two Jump OnDemand payments the month I switched phones. They have great prices and great features and service for me, but I don't trust their reps at all. I just also remembered once when I bought a simple smartphone for my mom and the rep was insisting that I HAD to get an additional LTE data package for smartphones, which I clearly didn't accept and he backed off. Unfortunately for most customers, they will have no idea and will be ripped off like that.

10. cdgoin

Posts: 614; Member since: Jul 28, 2010

Never happened to me and I have been a customer over 10 years. Been with them since I got my HTC Universal :)

11. NarutoKage14

Posts: 1339; Member since: Aug 31, 2016

I had a similar thing happen to me on Sprint when I got my Galaxy S6. While I was at the register the guy kept bringing out accessories and telling me my bill wouldn't increase. I asked him very specifically of they were going to be free because I was only going to pay for the phone and he said they were free. He ended up giving me a BT Harmon speaker, BT headphones, BT hands free set, car charger, case, screen protector and some other item. I paid for the phone at the register and the items showed up on my first bill. Luckily I had not opened anything and I to look took it all back. They ended up letting me keep the case and the screen protector because the sales rep put them on my phone himself at the store. Lesson learned, never accept any bill unless ALL charges are clearly marked.

12. Mixed7777

Posts: 2; Member since: Dec 20, 2016

I have worked for Sprint for over 6 years. We do this constantly. I have no doubt every carrier does this. The market is getting stagnant and the goals we have to hit are unrealistic. We also get written up if we don't hit them. So in the end, every rule makes sense to break if you get fired as an alternative.

13. XperiaG

Posts: 178; Member since: Jun 06, 2016

"Don’t think about your customers; think about putting your money in your pocket." It is the same on every company... I work for Page Plus.... and yes they tell us the same thing always... the Customer is not importand... the money is.

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