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Police Called After Being Threatened by a T-Mobile Employee

Updated on June 20, 2013

This is the Story About an Out of Control T-Mobile Employee.

While in a local store on May 29, 2011, we were approached by T-Mobile employee Carl*. I wished to add a line to my current plan for my husband. After speaking to Carl and deciding on a plan costing $109, he then began talking about cellphones with us. The T-Mobile employee said he would be able to price match the G2X with Radio Shack for $99. Sounds like a great deal, right?


I regrettably signed paperwork with a price clearly stating $105.98. Carl repeatedly stated this would be our monthly bill. A day or so later, while reviewing our plan online, it totaled over $160. We called and visited the store.


The first visit, we were told by Marissa*, Andy* was the manager and he would call us on Sunday, May 23rd. That call never came. I decided to call him and proceeded to explain our dilemma I was told there was nothing he could do until I visited the store and he looked at our signed contact.

Once we visited Andy at the store on the same day with contact in hand. We were told by Andy, he was the store manager however, there was nothing he could do.

There's Nothing I can do.

At this time, I requested to cancel my lines. He dialed customer service. During this time he returned my phone, a G2X, which had already began to act up. After speaking with customer service, they corrected our bill and apologized for the store. Andy then sold us another phone for the same price.

A week later, my phone began rebooting its self for no reason. I called customer service (May 26th), Tony* placed an order for a replacement phone. Two days later, the original phone stopped powering on. With the new phone having an estimated arrival of June 7th. Customer service advised me to visit the local store.

On Memorial Day, May 30th. We entered the same store in question. At this time Earnest* assisted us. He told us there was nothing he could do to replace my phone. He could provide a loaner phone for $250. A basic non-smartphone. My husband and I decided against this and headed toward the door to leave.

As we were leaving, with no one in store except for the two of us and two employees. I stated, "this is unf***ing believeable." This was only stated to my husband and was not directed to the store employees. At this time, Lonnie*, bolted from behind the counter and began to bellow for us to leave his store right away.

We were already on our way out.

He held the door open and shrieked as loudly as his vocal cords would allow, "get out, get out of my f***ing store!" Lonnie is a short and stocky yet muscular guy. He left little room for us to exit between him and the wall. Myself and my husband uttered we were leaving but he first needed to get out of the way. Earnest, the other store employee also instructed Lonnie to move so we could leave.

Lonnie refused, he then left the door and started howling in our faces with his fists pumping the air. My husband and Lonnie exchanged words. Carl, the original employee, then entered the store to begin his shift. Lonnie stated, "I have to punch out, I have to punch out, I'm going to kick his as*."

Both Earnest and Carl told Lonnie to stop, a fight isn't worth his job. We then told all three employees we were calling the police since we were threatened by Lonnie. We also informed them we were not leaving the store until the police arrive. The inside of the store is equipped with security cameras whereas the outside is not.

Lonnie relocated behind glass doors in the back of the store, he then exited and gawked at us from behind the counter.

Once the police arrived, we exited the store and explained the situation. A police report was filed.

I again called customer service, who overnighted another phone to me in addition to the one already beingshipped. I returned the broken phone to another store location on June 1st. Jessi* was very helpful and apologetic for the other stores behavior. She was in awe as to Lonnie's behavior.

She dialed customer service after I told her I wanted to cancel my account.

Upon speaking with customer service, they declared, I could cancel the newly added line without a charge. However, my original line would incur an early termination fee of $250. I told the representative, I no longer wanted their service after being threatened by an employee of T-Mobile. She told me, there was nothing she could do, as they didn't have the ability to wave fees.

"Nothing I can do" seems to be a staple of T-Mobile.

I then told her to continue cancelling the line but I will not be paying a fee after the poor customer experience. I also don't believe we are responsible for paying the bill since I was unable to use my phone for most of the contracts duration.

I was told to write "return to sender" on each phone box once I received them. To which I did, I have also received email confirmation of the phones return.

I have yet to hear from T-Mobile in regards this incident.

Come to find out, Andy is not the store manager afterall and we never made contact with the actual manager. Great job, T-Mobile.

We have since moved our services to Verizon. So far, so good. Excellent customer service.

Oh, and their 4G truly is 4G!

* All names have been changed.

T-Mobile Update

T-Mobile representative Victoria, has directly defended the actions of T-Mobile employee Lonnie. She has also declined my refund for the last month of service despite the fact of being unable to use my phone due to phone failure. I am/was only two months shy of my contact. Due to the actions of said T-Mobile store, the final two months simply could have been waived. I will never use T-Mobile services nor recommend their poor customer service to anyone. Never in my life, have I dealt with such a poorly run company with such disregard to their customers.

Have you experienced bad customer service?

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    • profile image

      TanoCalvenoa 4 years ago

      Cell phone companies do not care whatsoever about anything but getting your money.I had problems with Sprint where their phones would stop working after a few months, and they would declare that all they could do was either give me a free phone in exchange for lengthening my contract, or charge me a lot of money for a new one. I've had horrible experiences with all phone companies I've been unfortunate enough to interact with. Once AT&T charged me hundreds of dollars for calls I never made. I never paid them, and moved soon after that, and never heard from them since.

    • profile image

      lawyer-marketing 4 years ago

      Great jobs.

    • netangel profile image

      Melissa 4 years ago from Florida

      @floppypoppygift1: Some companies need a serious overhaul-- I'd start with the employees!

    • netangel profile image

      Melissa 4 years ago from Florida

      @RuralFloridaLiving: Thanks :)

    • profile image

      RuralFloridaLiving 4 years ago

      Good job of explaining your products with this carrier!

    • floppypoppygift1 profile image

      floppypoppygift1 4 years ago

      Man oh man~ what a tremendously terrible story :( I would Yelp this, too. I have a commerce archenemy in AT&T. What a terrible feeling- maybe your story will help others. :) Cheers~cb

    • netangel profile image

      Melissa 4 years ago from Florida

      @anonymous: I had At&t in the past and Cingular. They did have great service! My only issue with them is the cost of data plans. Thank you for the comment!.

    • profile image

      anonymous 4 years ago

      I used to have my cell service through my phone company, when Sprint was their provider. They later switched to Verizon. However, I had Verizon through work years before, and was very unhappy with the phone service. I have had AT&T for over 4 years, now, and I've been very happy with the phone and the service. The customer service you received from T-Moble sounds totally insane. That 'Lonnie' character is a lawsuit waiting to happen. I'm glad you found better service elsewhere.

    • Nightcat profile image

      Nightcat 4 years ago

      This makes me so very happy I don't have to deal with them, Blessed! :)

    • profile image

      SarLew 4 years ago

      I've dealt with Tmobile as well. They have some of the worst customer service!