T-Mobile Reps Detail Cramming & Fraudulent Practices

January 25, 2017 - Written By Dominik Bosnjak

Some former and current employees of T-Mobile have allegedly detailed how the company encourages cramming and other fraudulent practices, BGR reports. These sources claim how a number of T-Mobile sales representatives are misleading customers and signing them up for unwanted services, seemingly confirming a similar report from December when the third largest carrier in the United Sales was accused of aggressive upselling and fraudulent practices. Newly uncovered information suggests that certain T-Mobile stores are¬†encouraging a predatory work culture as their sales representatives are constantly meeting goals that can’t be realistically fulfilled.

BGR’s sources claim that numerous T-Mobile stores across the country are telling their employees to push unwanted services on customers either by finding or creating a need for them. The same insiders revealed that some stores allegedly even encouraged their sales representatives to add extras to bills without notifying customers about them. The Jump insurance plan was the most frequently crammed add-on, employees claim, as some T-Mobile stores apparently expected their sales representatives to sell a subscription to Jump to 80% of new customers by any means necessary. One source said that secretly adding extras like Jump usually wouldn’t have any repercussions as people would either unknowingly pay for unwanted services or cancel them without making a lot of fuss. Another frequently abused tactic utilized by some T-Mobile sales reps allegedly involved selling phones, tablets, and accessories by putting them on monthly phone bills while simultaneously presenting them to consumers as free. This fraudulent strategy was apparently incredibly effective as all hardware sold by T-Mobile has a 15-day return period which consumers would always miss seeing how they’d only receive their first bill a month after getting their supposedly free product.

These latest allegations could explain the fact that complaints against T-Mobile filed with the FTC are proportionally much more frequent than similar complaints filed against its competitors. This phenomenon is illustrated in the graph below which is based data that the U.S. Federal Trade Commission recently made publicly available. The third largest carrier in the country has yet to comment on any of these allegations but generally speaking, T-Mobile is still doing rather well, as evidenced by its Q4 2016 preliminary financials.