r/tmobile

Throwaway-style post for obvious reasons. I’m a recently separated former T-Mobile retail leader, and I’m trying to understand the proper internal process for getting my separation documentation and any arbitration/dispute resolution agreement I may have signed during onboarding.

I’m not posting to bash anyone or name specific people/stores. I’m mainly looking for insight from current/former employees who have dealt with HR Records, Workday separation documents, or arbitration agreements.

The situation: I was terminated after a hostile customer incident. A customer became verbally aggressive during a return, refused the normal process, and threw store property. Another employee physically guided the customer out of the store. I did not direct that employee to physically remove the customer, and I verbally attempted to stop/direct him not to physically engage. To my understanding, the security footage does not include audio, so it would not show the customer’s tone, what was said, or any verbal direction I gave in the moment.
Leadership later told me part of the concern was that I should have done more to intervene, such as pulling the employee away or positioning myself between the employee and customer. That confused me because internal MagentaPulse/Fetch guidance I found says managers and employees should not physically intervene between an employee and a customer who is being physical or violent, and should instead focus on getting people to safety, contacting 911/ESOC when appropriate, and documenting/reporting the incident.

I completed the incident report within minutes of the event. After speaking with leadership the next day and processing what happened, I clarified the report within 24 hours to include additional context. I was also told other things contributed to the termination, such as counting tills before close, opening phone safes before close, and use of the fraud fighter pen. To my knowledge, I had never previously been coached, warned, or disciplined for those practices.
I have now submitted a formal response to HR Records asking that my statement be included in my personnel file, and I requested copies of any existing documentation identifying the reason or basis for my termination, including my Workday separation documentation/PDF, any separation summary, policies/training relied upon, and any arbitration or dispute resolution agreement.

My questions:
Has anyone successfully received their Workday separation documentation or written reason for termination from HR Records?
Does T-Mobile typically have employees sign an arbitration/dispute resolution agreement during onboarding?
If you requested your personnel file or separation records, how long did it take to receive anything?
Has anyone dealt with a situation where the stated expectation from leadership seemed different from MagentaPulse/internal safety guidance?
Not looking for legal advice from Reddit. I’m mainly trying to understand what documents usually exist, where they are stored, and what the normal process is for getting them.

Title. Downloaded T satellite, signed up via the T-Life app. Saw it says unlimited data, is this accurate and still QCI6? If so it’s a great deal for $10

I cannot afford the plan they suggest to automatically switch me to, which for my usage results in less for more money. When I use the compare plans feature online, it only shows 4 plans, but when I chat with them they suggest different ones that I can't see online. Does anyone know how I can see all the plans?

EDITED FOR MORE DETAILS: I have 4 lines, I was on an old (20 years old) Sprint unlimited plan with taxes and fees included and they are no forcing me to Experience Beyond which is $68 more/month. Or I can pick:

Experience More with Appreciation (less services for $12 less a month)

Experience More (less services for $8 more a month)

Essentials (way less services for $72 less a month)

According to their AI chat, Experience signature will be $24 more a month for about what I have now.
Why can't I see that option or even more options?

My daughter spends a lot of time in the backcountry and the satellite link has been great so I want to keep that.

Thank you for any help, I find this all very stressful and confusing.

Went into a store to sign up for Tfiber the manager was helping me. Mentioned "you're qualified for 5G Home, Fiber, and Tmobile Visa." I laughed and said I don't want a Visa card so he continued to sign me up. He kept really pushing the Visa Card while signing me up on his REMO and I kept telling him I wasn't interested. When I asked about if the internet still had a price lock he said no but I don't need to worry because Tmobile is the only carrier who doesn't raise their prices (LOL). Absolutely hilarious thing to say to a former TMO employee and former sprint customer who had their bill raised 3 times in the past year and is now being forced onto the experience plans. After I got home I got a text saying "here's the link to the Tmobile Visa application you requested." And that was just genuinely my last straw with that interaction so I called the tfiber number and immediately canceled my order.

I don't know if things have changed but the Visa application was only ever supposed to be sent out to customers who agreed to get more info not just sending it to everyone regardless of whether they said yes or no. Sad to have witnessed this company turn into an absolute dumpster fire since acquiring sprint. So happy I stopped working for them if this is the kind of service stores feel compelled to provide.

I’m current on Go5G+ and wondering if it’s worth it to switch to Better Value? I would really like access to Satellite data and more international data, which Better Value has.

However, I’ve heard people discouraging moving from a TI plan to a TE plan. The price of the plans is the same for me ($140, 3 lines) but the difference would be the taxes/fees. Adding on Satellite separately seems to be more expensive then just switching plans.

Also, I do not know if my current plan has Price Lock - anyway to check that? Might be important before switching plans considering these price hikes.

Sorry for the long read: I’ve been living on my own the past three years and I’ve had XFinity Internet. I originally paid $50/month but after the promotion was over and I became a “loyal member” they jacked up my bill to $113 a month. So I decided to switch to something more affordable.

Since I’m relatively new to managing my own internet account, I didn’t realize you could schedule a cancellation date and figured I should get a new provider first. My friends and family recommended T-Mobile and said they were great, so I got a plan for $62/month. But when I went to cancel XFinity, they offered me better speeds for $50/month for five years which I didn’t expect, so naturally I stuck with them.

After having T-Mobile for a little less than a week I went back to the store and returned the Gateway they sent me. The reps seemed very rude and talked like I was trying to pull some trick and use them to get better prices from XFinity. I admitted and explained I just don’t know what I’m doing, but they still waved me off and gave me attitude. They handed me a receipt and said everything was taken care of (while trying to sell me on a phone plan, like I’m going to after they judged my character and treated me poorly). I never paid nor was refunded for anything bc it was within two weeks of purchase. The fine print however said with some plans you may have to pay late fees. It didn’t specify which plans and I couldn’t find anything on my account to confirm that so I figured everything was genuinely taken care of.

A few weeks later, one month’s payment for $62 is taken out of my bank account. I didn’t see that coming but I figured it was just because I had an account for at least a little bit during the month and they wanted full payment. It was annoying but I shrugged it off. I wanted to make sure they wouldn’t charge any more so I tried to check my account for future bills but they wouldn’t load.

Now I received an email that says my cancelled account is going to get charged $39 this month. I can’t read any details as to why because again… the bills just won’t load when I click them. Is this a standard cancellation fee? How much am I gonna have to keep paying? This is so dumb and I’ve even read fine print on the documents they’ve given me and I’ve caught no wind of this. I’m thinking about calling to get the details but I don’t wanna be stuck talking to someone who’s gonna argue with me to reactivate my account now, I’m just trying to save money.

I upgraded on Friday in store and was told to take both phones home while the data transferred. I asked about the old device and they said "mail it back". I chatted with a customer service rep on Tlife and they just now emailed me a return label. I guess it's up to me to buy a box and packing material. I've dealt with UPS for Amazon returns and stuff so I'm familiar. But I used to ship electronics for my job. They didn't provide me with the hazard label for the lithium ion battery?

How was yalls experience shipping it back?

Why couldn't the store just take it?

Going to port out, but curious to see what they can offer.

Basically the title. I am being moved from ONE to the Experience Signature Family (A) - 9+ Lines. We would like to move to beyond TI to take advantage of the yearly upgrades. I asked T-Force if they can manually change my migration to C26BYDTI9 and they said it's not possible.

Has anyone tried this with T-Force? Or am I just unlucky

Primary data line is a T-Mobile eSIM running on SuperMobile with T-Satellite.

Secondary data line is a Visible eSIM running on Visible+ Pro.

Let’s say T-Mobile loses ground level service and only satellite is available, but Verizon has LTE in the same location. Would the iPhone prefer the SpaceX satellite or would it fall back to the Secondary data line like usual?

So given the way the company is going, given the metrics, newer management making bad decisions, promos changing. Just everything... that said, I do have a question.

Accrued a lot of pto. Let's say I earned, 80 hours.

If I were to quit, giving the two week notice and everything, would I get a payout or would I lose that? I want to know because though I'm not quitting right away, I'm going to put in a bunch of PTO and use all of it up basically in a one shot.

I know floating holidays I won't get a payout, but I've used both of them.

Any insight on this? Anyone know? I don't want to ask on fetch because I don't want it being flagged. (Knowing this company, I think they would have some shit like that)

We got a new store manager about six months ago. They were a Mobile Expert for a long time before being promoted. Before our previous manager left, he mentioned he wasn’t sure this person was ready for the role, but they got the position anyway.
Since then, our store has really been struggling. We still don’t have an Assistant Manager, and our manager is gone for about a week almost every month on vacation. I don’t have a problem with people taking time off, but it feels like the store has very little leadership or support while they’re gone.
The biggest issue isn’t even the vacations—it’s the management style. When they’re here, almost every conversation is about numbers. I understand sales goals are part of the job, but our previous manager would actually coach us. If someone was struggling, he’d ask, “How can I help?” or “What do you need?” There was accountability, but there was also support.
Now it just feels like constant pressure with very little coaching. Every day is about metrics, and the atmosphere has become incredibly negative.
For example, we recently started tracking our numbers in a calendar book every day. On the third day of the new process, one of my coworkers forgot to write their numbers down before going home. The next morning they received a long email that ended with, “Don’t let it happen again.” That pretty much sums up the tone.
Another issue is customer escalations. We’ve had customers specifically ask to speak with the manager, and instead we’re expected to handle everything ourselves. One customer called the store for almost two weeks trying to get a response from the manager and never got one. We kept having to tell them we’d pass the message along. It’s embarrassing because it feels like we’re left to apologize for something that’s out of our control.
I genuinely love this job. I love helping customers and working with phones. What I don’t love is coming to work feeling like every interaction with management is negative.
So I guess my question is: has anyone successfully gone to HR about a manager’s leadership style? I’m not talking about missing goals or disagreeing with business decisions. I’m talking about feeling consistently unsupported, disrespected, and like the store culture has become toxic.
Is this something HR would actually look into, or is this just one of those situations where nothing changes unless multiple employees speak up?

A few months back I saw T mobile had a deal where you get a “free” I phone when you switch to t mobile so I decided to do it. But then the phone never arrived. They called me one day and told me they would try to deliver the following day so I made sure I was home all day and nothing, but there was a note on the apartment front door that they missed me. But they absolutely didn’t call me. How exactly am I supposed to know they’re there if they don’t call me?

Annoying but whatever the order got canceled and returned to T mobile. I went in person to a store and confirmed that since the order was canceled I’d get refunded. But then I started getting notices in the mail for money I owe on the “canceled account”. I’ve called multiple times and gone to a store another time and they keep telling me they’ve reported it and that it will get dealt with. It has not, I’ve received a final notice before they send it to collections. I’m not good at checking my mail so they should send it in a day or two according to the dates.

I called again and they told me they submitted a write of application and they will contact me within a week. But I’ve been told things have been submitted before and I don’t trust them. They told me it won’t go to collections but I don’t trust them not to send it to collections in the time between the notice end date and the date they will supposedly call me back.

How do I protect myself? I don’t want to tank my credit score for a companies mistake. I could pay the $150 but that’s ridiculous and I shouldn’t have to pay money I don’t owe to protect my credit score.