A T-Mobile representative contacted us to confirm information in our article.

T-Mobile's management has reportedly set monthly quotas for its representatives, requiring them to use the T-Life app for a specific percentage of transactions in company-owned and authorized retailer locations. Representatives must use T-Life for 60% to 90% of sales, depending on the store, or risk termination. The apparent aim is to reduce staff, close numerous stores, and transition T-Mobile into a digital-first carrier where all account adjustments and equipment purchases occur via the T-Life app.

Earlier this month, a customer was unable to replace a damaged phone in a T-Mobile store because they lacked access to the T-Life app, and the representative was unwilling to risk their T-Life usage percentage for the month. T-Mobile adjusted its policies to allow representatives to open a new device for customers with lost, stolen, or broken phones, provided the customer has enough equipment credit or the ability to make a down payment for the replacement.

The customer's data is then loaded onto the new device to install the T-Life app and complete the transaction.

An anonymous representative for a Midwest T-Mobile authorized retailer said that T-Mobile started pushing the T-Life app on representatives around seven months prior. He described it as "a massive frustration for every single one of my coworkers and most of our customers," adding that their "commission system has completely changed for the worse."

The representative called the app "completely inconsistent" and said that even employees struggle to use it correctly. A security issue reportedly prevents many representatives from using the app in his store, limiting them to only starting new accounts and internet service.

The representative also stated that a high-ranking T-Mobile executive told them to stop using "T-charts" for prospective customers switching from other carriers. These charts compare the customer's current plan costs and perks with T-Mobile's offerings.

The representative said the charts were banned due to a lawsuit arising from a customer's bill differing from the "T-chart" quote. "Instead of fixing the issue and being transparent with their pricing, they banned us from giving customers the T-charts or even letting them take pictures of them," the representative wrote.

"Overall, this series of policy shifts is incredibly frustrating to me and many of my coworkers. We're prevented from efficiently doing our jobs, and we're often blamed by customers for the inconvenient and inconsistent methods that corporate has pushed on us."

"Overall, this series of policy shifts is incredibly frustrating to me and many of my coworkers. We're prevented from efficiently doing our jobs, and we're often blamed by customers for the inconvenient and inconsistent methods that corporate has pushed on us."

-Anonymous T-Mobile rep working for a Midwest Authorized Retailer

The representative said that the changes are "insulting to employees" and "incredibly frustrating for our customers." He added, "Our capabilities are being kneecapped, which prevents us from earning as much money. It also causes issues for the customers because many of them come to the store specifically so they don't have to deal with the app."

In other news, "Iconic Phones: Revolution at Your Fingertips," a coffee table book, will be released in a few months.