Canceling a line shouldn’t feel like negotiating a hostage situation
Sometimes you just want to cancel something you no longer use. Sounds simple, right? Not if you are with T-Mobile, at least according to countless posts online. What should be as easy as removing an old smartwatch or tablet line has turned into a customer service nightmare for many.
I’ve been with TMO for 4 years now and I tried to disconnect my very old smart watch. You cannot do it in store, in the t-life app, or in chat. It has to be a phone call and the rep just kept running me around in circles trying to prevent me cancelling a $10 a month charge. When she finally relented she told me she could not cancel it and had to get a supervisor involved. It took 45 minutes of arguing. WTF, tmobile. It’s like we’re back in 1990 trying to cancel our cable bill FFS. Be better or I’m gone.
– The-RedNeck-Nerd, Reddit, September 2025
Am an employee and same thing happened, trying to cancel 2 watch line and a voice line took some arguing. The customer service rep kept trying to convince to convert them into a cheaper line instead and i told her this is my account and are my expenses get rid of what am asking you to do. Eventually she ended up doing it but it took almost an hour of talking like am an employee why you trynna convince to keep something i dont have to.
– Substantial_Book_646, Reddit, September 2025
I’m on Magenta Military (still!) with 6 voice lines and two connected devices. Canceling one of the devices (it’s an iPad) has been a nightmare- my bill went up to $210 from $170. CS is so shady and was told many times “oh no sir don’t worry about it” – well, I was right to worry.
– vwy51eVP, Reddit, September 2025
But why is it so difficult, you wonder? Well, some claim the answer is simple: money. Customer care reps are reportedly measured on metrics like cancellations, callbacks, and overdue balances. That means the fewer lines they cancel, the better their bonus potential.
T-Mobile customer care department (phone call) has metrics for employees. It’s based on line cancellations, call backs, and customer past due balances. At my call center, the only way to make real money is through bonuses. Your bonuses are based on your metrics. It is surely unfortunate for customers.
– xxx_bruh_xxx, Reddit, September 2025
I contacted T-Force and had 3 different reps trying to keep me from cancelling my TMHI even though I said the service wasn’t good anymore and had switched to another ISP.
– zooropeanx, Reddit, September 2025
I’m not even sure T-force actually exists anymore. When I contacted them through X last week they were not helpful at all. It was like I was talking to CS on the app.
– EricDArneson, Reddit, September 2025
Not just a T-Mobile problem
To be fair, T-Mobile isn’t the only carrier with unhappy customers. Verizon and AT&T both have their own reputation for pushy or unhelpful support. But that doesn’t make it right. The way these systems are set up seems to encourage reps to fight customers on cancellations – and in the end, that just drives people away.
Where’s the customer-first approach?
At the end of the day, people should be able to cancel a service as easily as they signed up for it. If the process becomes this frustrating, it only damages trust in the brand. T-Mobile may think it’s protecting revenue, but in reality, it risks losing loyal users who are fed up with jumping through hoops just to stop paying for something they no longer need.
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