T-Mobile and Metro employees are speaking out about the intense pressure they face to meet sales goals. These goals include pushing customers to buy new lines, accessories, and insurance plans.
While upselling is common in retail, some employees report fraudulent practices, such as adding items to invoices without customer consent.
Honest employees say they are caught in a tough position. They must compete with colleagues who engage in unethical behavior while also cleaning up after their mistakes.
One T-Mobile rep shared an example where a customer accused the company of overcharging her by $700. Although the rep was not responsible, they bore the brunt of the customerโs anger.
Employees also report long hours, lack of social life, and the constant stress of meeting sales targets. One rep said, โItโs really easy to fall into depression if you donโt hit goals, especially at a slow store.โ
Another employee expressed frustration with T-Mobileโs lack of action against fraud, despite repeated reports. They also criticized the companyโs push for the T-Life app, which they say complicates customer interactions.
T-Mobile has acknowledged some of these issues. A whistleblower recently revealed fraudulent practices at a Metro store, leading to changes in how accessories and receipts are handled. T-Mobile stated, โWe do not tolerate fraud of any kind and take these claims very seriously.โ
While the company promises improvements, employees remain skeptical. For some customers, the damage is already done.
One former T-Mobile customer said, โI will never be a T-Mobile customer againโ after being told to pay a bill they didnโt owe.
The situation highlights the challenges of balancing corporate goals with ethical customer service, leaving employees and customers frustrated.
