Removing or cancelling a small add-on plan from your phone bill should no longer be harder than signing up for it. However, many T-Mobile consumers are complaining about the exact opposite experience. They are reporting that cancelling a smartwatch service plan worth $10 now feels like a nightmare.
T-Mobile customers complain about the struggle to cancel services
Several T-Mobile users are now showing their frustration over the “useless” and “lengthy” cancellation process of their services. One person said that it took him nearly an hour just to cancel two watch lines and a voice plan. The algorithm tried to persuade them to disable chargers or accept a discount instead of disabling the service plans. This is not all, agents are internally said to be judged based on factors such as: how few cancellations they allow, how many follow-ups they get, and how clean their accounts stay.
Agents are supposed to resist cancellations to protect their performance ratings. Some users have claimed that T-Mobile’s reps on platforms like X/Twitter are trying hard to convince customers to keep their services. The situation worsens as users complain of inconsistencies in the service response. In one instance, a user requested to cancel an Apple Watch line and was told it would be credited instead. But, it was later found that no credit was applied and that another line had been downgraded to compensate.
T-Mobile rewards its employees to make the cancellation process harder
A big reason why customers have to face a lengthy cancellation process is how T-Mobile tracks its employees. People who claim that they work at the company have shared online that staff performance is partly measured by how few lines they let customers cancel. This means that if an employee convinces you to keep your services, it could help their bonus.
The problem is no longer associated with the phone lines either. Several T-Mobile customers have reported that their online services have started doing the same. Users report that when they complained about internal problems, the staff would keep offering new rewards and deals instead of simply cancelling the requested services.
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