T-Mobile Rep Goes To Extreme To Preserve Payment On a Dead Man's Line
Richard, a reader of the blog, wrote The Consumerist to mention a problem he had with the wireless carrier. He had a line on his account for his father, who had just died, and called to have it taken off. What a loyalty rep allegedly said was downright cold.
Apparently this was supposed to be far from company policy. The Consumerist contacted T-Mobile, which then got in touch with Richard. Someone from the office of the company president apologized for the tactic, said that this was not how their workers were trained, and informed Richard that the rep was in for re-training.
Robert had a line for his dad on his account, and called up T-Mobile to cancel. "The loyalty rep asked me if he had a voicemail set up," Richard wrote to Consumerist. "I said yes. She then asked if I wouldn't want to keep the extra line open so that I could call it and hear his voice whenever I want to. How low is that?"
T-Mobile's president, John Legere, has been known to take a direct interest in customers before. A Reddit user claimed to have emailed a question to Legere and received a direct response.
However, it also isn't all that unusual to hear of consumer problems with T-Mobile. Last fall, someone at SeattlePI.com wrote about his problems getting the company to fix his phone. When he asked about getting a loaner unit, he claims that a store rep tried to sell him a second phone, even though someone from T-Mobile responded on Twitter that there were flip phones they lend.
A list of 1,793 customer complaints on the website ConsumerAffairs.com provides a litany of miscommunications, over billing, mindless bureaucracy, and outright indifference. A couple of years ago, The Consumerist ran a story about a customer who had been overcharged by $250. The problem reportedly took months to resolve and still T-Mobile blamed the customer for the problem.
According to a J.D. Power customer satisfaction study earlier this year, T-Mobile was below average in consumer satisfaction.
Sadly, the issue of using someone's death as a way to push service sales is not restricted to a single case at T-Mobile. According to The Consumerist, a DirecTV rep did something similar a few years ago. A man by the name of Carl tried to cancel the account of his deceased father. The DirecTV person allegedly kept trying to transfer the account either to him or to one of his father's friends, because "your dad was such a good customer."