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In another step to eliminate the dealers – and to give customers another reason NOT to visit a store, T-Mo has eliminated ALL payment arrangement options, except the T-Life app. Payment arrangements allow T-Mobile customers who are past due to schedule a payment date to avoid having their service suspended. It allows for some financial flexibility for the end-user. Previously, customers could do this via calling Customer Service ($10 fee), visiting a T-Mobile store ($5 fee), using the automated phone system (no fee) or use the T-Life app (no fee.) However, as of today, customers are forced to use the app. This continues T-Mobile’s push toward self-service and away from traditional customer support methods. For the dealers, this creates new customer service challenges, particularly for older customers, those uncomfortable with technology, and customers experiencing app reliability issues. |
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