T-Mobile has been at the forefront of scandals in the past months. A Metro by T-Mobile accessory sales scheme is just the latest in a growing list of issues. A leaked text message from a District Manager revealed instructions to representatives to call Metro customer service while pretending to be a customer.
Before this, T-Mobile faced backlash over multiple data breaches exposing customer information, price hikes on legacy plans, and misleading “Un-carrier” promises that didn’t quite live up to expectations. There’s more to the story.
Metro’s coupon trick is diabolical
Metro by T-Mobile is a separate carrier service, yet still owned by T-Mobile. Both Metro and T-Mobile use the same network, so you get similar coverage and speeds. The difference lies in how the plans are structured. Metro offers more affordable prepaid plans, being a Mobile Virtual Network Operator (MVNO).
For a prepaid carrier like Metro, where customers aren’t locked into long-term contracts, keeping revenue streams is a big priority. Since said customers can switch carriers more easily, the company can’t always rely on ongoing service payments. Understandably, accessories are one way to boost in-store sales, from phone cases to screen protectors and more. But deception is a whole new level.
Per the leaked text from their district manager on Reddit, when customers came in just to pay their bill, reps were told to act like they were giving them a coupon for accessories. In reality, the rep would call Metro’s customer service pretending to be the customer, claim they were about to switch carriers, and trigger a retention credit. Basically, a discount meant to keep them from leaving. It gets worse.
Instead of letting the customer use the credit freely, the store used it to sell accessories or add a new line, forcing the money to stay within Metro. The entire situation serves as a reminder to be vigilant. All you want to do is pay your bill, but instead, you’re caught in unnecessary manipulation.
Related: T-Mobile Removes Price Lock Guarantee for New Fiber Customers
More users affirm Metro’s deception
As expected, users are furious with Metro. People are calling for accountability, and many are appalled by the blatant disregard for ethics. Some users shared their own experiences with similar events.
One of them mentioned buying a device expecting a fair trade-in deal, only to discover that after shipping their old device back, they were hit with unexpected fees that weren’t disclosed upfront. The company’s response was dismissive when they reached out for clarification.
Another user says they had a delayed delivery of a flagship phone, which had been marketed as shipping within a specific time frame. The delivery was pushed back repeatedly without any notice.
Unfortunately, when they asked for a refund for the shipping cost, the process became tangled in bureaucratic red tape, further irritating them. It’s disheartening, but what can you expect? When the parent company leads with similar examples, so follows the child.
