T-Mobile USA
Former Richmond Call Center Employee Describes Wrongful Terminations

I too am a former employee of T-Mobile I worked nearly 2yrs for them and the company we were bought out from. T-Mobile's phrase for a customer mistreat has been the cause of nearly 20 or more representatives in the Richmond Call Center but no one in management can state or give an exact explanation as to what a customer mistreat is. It's nowhere in the handbook like other policies, such as abusive customers STOP HELP STOP, Attendance, performance, etc. The same goes for how one is terminated. No one bothers to investigate nor write you up. It can be the 1st occurrence and you are terminated. I have seen this happen several times and being a former member of management I believe it is wrong and those of you who have been wrongfully terminated by this call need to get together and file a class action lawsuit.

I have never seen so many people in this organization lie and in all actually they are the ones that are corrupt, having relations with CSR's, falsifying Stats and they wonder why their stats are higher than Nationals, Screening which calls to monitor based on overhearing the reps and writing down the time and getting the info from the reps. Promoting those without the quality of management to that position, this was not the best place to work. If you followed the book you were fired if you bent the rules you stay. Who does that?

The customers have it the worst. We are told to absolutely not to give credits to the account only Bonus Minutes. If there aren't any notes stating a feature or svc plan was to change the customer is pretty my SOL, what happened to customer satisfaction. Why give them the JD Power award when they over billed all of the SUNCOM customers for plans and Internet. Some people at 100k phone bills for internet and they were told they are valid or a credit will be applied and 90 days later nothing was done. Or those who called 1 day or 1 week after the they were told they can cancel their contract if they were unsatisfied with the service or were billed more than with suncom, or the ones who wanted to add features that we knew were available but we told to tell them they had to switch to a T-Mobile plan and in order to take advantage of the T-Mobile features we told them they needed a T-Mobile device. The purpose was to have as many of them get off the grandfathered plans and go to a more higher plan with TMO and make them TMO customers not suncom or to have them cancel since the lost over a million dollars the 1st month of the transition. So do they really deserve the JD Power Award? If you ask me no!!!

Please stand up for what you know is right. Do not let them get the best of you and do this to others. Take a stand.

Company: T-Mobile USA
Country: USA
State: Virginia
City: Richmond
Address: 100 Westgate Pkwy

  <     >