I recently tried to cancel my T-Mobile account.  After many years of
service with T-Mobile I decided to switch carriers.  After calling
their customer service line to cancel I was told that service would
end on a certain date.  It did not and I was continued to be billed.
Calls to their customer service has been met with challenges and a
refusal to honor the original cancellation date.  An online search
reveals that there are many others who have experienced the exact same
thing.  Where T-Mobile does not cancel an account, continues to bill
the customer for services, and if the bill is refused sends the
account to a collection agency.

This leads me to wonder if this is a result of inept leadership at T-
Mobile, poor training (and supervision) or just bad processes.  Or is
it something worse?  Help me to understand this.

I have been with T mobile for more than 3 years and have been very
frustrated with them recently that I have been trying to upgrade my
phone. My contract is over, and has been for several months, so I go
to t mobile web site and see that their SDA phone was free, so I
called to get that. But they won't give that to me saying that it is
available only for new consumers. What the heck, I have been with them
for 3 years. I called 3 times, went to the store, they wouldn't give
that phone. Also doing some research noticed that they offer way more
free phones for new coustemr but if your contract is over and you want
to extend you don't have that many options. I need a smart phone thats
why I am going through all this. THE LESSON LEARNED HERE IS THAT T
MOBILE IS NOT LOYAL TO ITS CUSTOMERS.

I have been with T mobile for more than 3 years and have been very
frustrated with them recently that I have been trying to upgrade my
phone. My contract is over, and has been for several months, so I go
to t mobile web site and see that their SDA phone was free, so I
called to get that. But they won't give that to me saying that it is
available only for new consumers. What the heck, I have been with them
for 3 years. I called 3 times, went to the store, they wouldn't give
that phone. Also doing some research noticed that they offer way more
free phones for new coustemr but if your contract is over and you want
to extend you don't have that many options. I need a smart phone thats
why I am going through all this. THE LESSON LEARNED HERE IS THAT T
MOBILE IS NOT LOYAL TO ITS CUSTOMERS.