A leaked memo from a long-time T-Mobile employee raises significant concerns regarding the company’s tactics to promote its T-Life app. It accuses T-Mobile of using coercive strategies and retaliating against employees who resist pushing the app on customers. The memo highlights serious ethical issues, particularly surrounding data privacy and the company’s internal practices. The whistleblowing employee, who has worked at T-Mobile for over ten years, details troubling methods employed by the company to meet sales quotas.

Employees report being pressured to process T-Life upgrades with no exceptions. Tactics include misleading customers by suggesting that devices are out of stock or announcing system outages to drive users to order online via T-Life. Additionally, the memo alleges that sales representatives are creating email accounts for customers who lack US-based Apple IDs or Android accounts, often without obtaining proper consent. Some employees reportedly set up temporary email accounts on the spot to facilitate app activation, raising serious ethical questions about customer privacy.

Those employees who prioritize genuine customer service over app conversions are facing punitive actions. The memo indicates instances where staff members were fired for refusing to engage in unethical practices, such as creating fake accounts, without any prior warnings or performance concerns. Moreover, managers are reportedly encouraging staff to manipulate payment methods to avoid missing T-Life upgrades, contributing to a toxic work culture. Employees have even been known to sabotage each other’s sales figures.

While the competitive nature of the carrier business is understandable, the tactics employed by T-Mobile, if true, raise red flags about the potential harm to employees’ mental health and customers’ trust in the brand. The accuracy of these claims remains to be verified.