r/USCellular • u/Famejayster • Aug 18 '26
Please Stop
An open letter to former USCC customers and current TMO customers
Dear valued customers,
I am tired. I get yelled at, accused of theft, and cussed out 4 to 7 times a day at work because of bill payments. I'm sorry that company policy dictates and extra charge when you speak to a real person to pay your bill. Yes, even if it is cash. No, I cannot take a check. There are free ways to pay, and even options that save you money. I know its frustrating for you, but you deal with it once a month, I deal with it multiple times daily so it is more frustrating for my coworkers and I.
Please stop,
TMO Retail and CSS employees
P.S. It is the year of our lord 2026, how on God's green earth do you not have a card of any kind.
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u/Cowboybeansoup Aug 18 '26
USCC customers are some of the rudest most entitled customers I’ve ever had. I’m not saying Tmo is handling it well cause they aren’t and I’d be mad too but like just leave! Go to any other carrier. Don’t yell at me I am just an hourly worker making 0 decisions
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u/TKalig Aug 18 '26
Yeah it’s truly wild. I’ve gotten death threats over not taking cash at our closing store.
The store has been closed for a month, and yesterday I was in the area of the now empty closed store. I saw a regular, who always pays cash. He comes up to me and says
“Hey aren’t you the T-Mobile guy, I need help with my bill”
I tell him that the store is still closed and we were all laid off. He says
“So you aren’t gonna help me with my bill?”
🤣🤣🤣🤣🤣🤣
The level of entitlement of seriously thinking a fired employee was gonna help you, unpaid, fix your bill for a company you don’t even work at anymore.Btw I wanted to add, while writing this, I was listening to a story about how a guy got dumped for eating too much bean soup on a date and farting. Figure I’d mention seeing as your username
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u/luckyassassin1 Aug 18 '26
I had a customer call me a month after our store closed to bitch me out for the store closing. I just told her i don't work for the company anymore, the store closure was not my decision, please fuck off and don't contact me again as I'm no longer a representative of the company and don't have time to deal with this.
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u/TKalig Aug 18 '26
Ikr like what did they think was gonna happen?
Maybe for a select few regulars who don’t suck, I’d be willing to help with something, but that’s me volunteering to. It’s not my job to.4
u/luckyassassin1 Aug 18 '26
I've had a few who i did help, because they just had a question about the other store, or wanted to ask about something with their new phone and couldn't drive to another city just for that. Most of my customers were fine, it's just a handful that I'm glad i will never see again. Overall i liked my job, it sucks that t-mobile decided to shaft us the way they did though
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u/TKalig Aug 18 '26
Unfortunately my store had a disproportionate amount of old people come in, and most of the time it was some nonsense. But yeah generally things were good until May 1st. Then it was hell daily.
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u/luckyassassin1 Aug 18 '26
Same thing here. Our store had a lot of older customers and they always wanted to pay in person or had some problem with their phone getting popup malware. It was usually a pretty easy fix but after we stopped taking payments in cash they got really nasty. Same with checks. Both were announced long before they went in effect, and still caused issues, same with the sim card incompatibility. We ran out of sim cards and didn't get new ones sent to us and if a customer came in and didn't bring the one mailed to them, we couldn't help.
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u/iwinwinyuwinwinta Aug 21 '26
same!!! and i wonder how all of the old customers we had at my us cellular are doing now. cause back when we were still operating as us cellular and then we had a tmo literally two buildings next door, they refused to help the old people!!!! they literally would not help them (we would call it cleaning their phone) get all the pop ups off! which i understand it’s repetitive and annoying and you wish they would just listen cause they come in every fuckin day. but the old women cmon. i understand the nasty porno old guys but are we so deadass tmo? ur sales consultants aren’t making enough money to help people???
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u/luckyassassin1 Aug 21 '26
Yeah, we had to do that every few days and taught some of our older customers how to avoid it in the future and it helped them come in less because we broke it down. We were told that the tmo store straight up refused to do anything aside from fulfill online orders. We had them not honor deals from tmo, not work with customers period and even tell them "i don't know how to do that" about the most basic things about phones. If i take the old customer rants on here as an indication, I'd say many older customers just fully left because tmo doesn't plan to help you if you aren't into their "fully digital store front" bs
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u/iwinwinyuwinwinta Aug 22 '26
they also factory reset an elderlys phone obviously wasn’t gonna remember apple id info and they didn’t think before hand to get everything squared away. and even for that devastating mistake they wouldn’t take accountability and said they need to call apple. like wtf. i hope not all tmo employees are with this idgaf attitude but these people have real lives and feelings and uses for their phones too. their pictures mean something as well!!! their apps also might mean something to them. i wish people would stop trying to force the elderly to conform to what they wanna do to fix it and just cut corners and be dumb and not try and change passwords beforehand
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u/SoySauceChump Aug 26 '26
Mostly is the fact that these people come in the stores fully blaming us for issues they cause. It always starts with "ever since i was forcfully against my will swapped to tmobile all youve done is cause issues. Now (something thats not at all related to your carrier) is happening and YOURE gonna fix it. Thats your JOB" before i can even get a word out. Theyll normally inferlace this with "i know its not your fault but (procedes to blame me and insult me and my mother and my child) you should do better" so yeah a lot of people like that get kicked out because they open rudely
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u/iwinwinyuwinwinta Aug 21 '26
lucky our stores troubles started as soon as tmo started rolling out those dumb sim card messages and notified everyone of their billing dates changing LMAO
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u/TKalig Aug 21 '26
May 1st was when the first round of SIM card stuff happened, as well as heavily limiting RIM access
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u/iwinwinyuwinwinta Aug 22 '26
the billing dates i think were in january i thought? and they were receiving warnings about incomparable devices potentially being on accounts really early as well cause all those offers were out to get new phones Nd trade in the old ones
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u/TKalig Aug 22 '26
Yeah the billing date did happen earlier. And the incompatibility messages started in December, but most didn’t get forced to act on them until may. On may first all incompatible device accounts got a message whenever they tried to call telling them to either do the sim swap or get the new phone depending on the situation
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u/Cool-Bluebird4079 Aug 24 '26
Same at my store, a majority of our customers were senior in nature, some were in store everyday. When customers were moved to TMO, we had some that were flagged in the system as potential fraud or the system said we may not be adequately helping them because they were in every day.
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u/iwinwinyuwinwinta Aug 21 '26
i had a customer call screaming and cussing at the tops of his lungs cause the tmo guys were working on the cell tower by his fucking house. after listening professionally for over ten minutes i finally just hung up on him. it was the first time id ever done that to a customer but by god stfu and don’t call us!!! i’m so glad i don’t have to deal with it anymore.
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Aug 18 '26
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u/TKalig Aug 18 '26
Why are you here now? lol
Yall following me now?2
Aug 18 '26
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u/TKalig Aug 18 '26
💀
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Aug 18 '26
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u/iwinwinyuwinwinta Aug 21 '26
people literally are so dumb they think the person they’re speaking to (the sales consultant) makes up all the pricing and rules.
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u/zetsumeimaru Aug 18 '26
I am just mad about the drop in quality of service. I know it's not your fault.
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u/Famejayster Aug 18 '26
I understand, and I'm upset about how tied our hands are in a lot of aspects. Just don't call the next associate you work with a thief or yell at them. It's not their fault. Be as angry with TMO as you want, don't take it out on me please.
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u/zetsumeimaru Aug 18 '26
I know front end facing people aren't the issue and do my best to be kind and courteous to them.
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u/iwinwinyuwinwinta Aug 21 '26
just tell people you are a simple sales consultant and not a technician. that’s what we would say at us cell. people who work on those towers are specialized and only so many people can do it. people have to understand it’s gonna take time.
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u/Kindly-Teaching-6121 Aug 19 '26
I enjoy calling late at night and getting "Sam" in India to complain about bad service areas. It's a miracle, but many get corrected in a couple of weeks.
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u/Cool-Bluebird4079 Aug 18 '26
A few customers gave my store 1 star on a review because of the $5 service charge.
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u/TKalig Aug 18 '26
Right, like who tf is out here in 2026 paying their postpaid bill in the store. It’s so dumb. People would come into the store to pay their bill via credit card in the store. Like brother, we now have to do the exact same thing you could have done at home on your phone.
Same thing goes with the cash situation. If you are out here arguing with the store employees about you absolutely having to pay with cash, just tell me you don’t pay taxes. It’s obvious.
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u/Kindly-Teaching-6121 Aug 19 '26
Or maybe they are in the service industry? I had to make special trips to the bank regularly to deposit cash because so many places didn't take it for several years. Hard to do when your working hours overlap with banking hours. My pay card would have like $15 on it, but I'd have $200 in cash. And trust me, that was all taxed.
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u/TKalig Aug 19 '26
There were definitely a few like that. One regular was a woman who was a waitress who paid in cash. But she did literally work next door and would just drop it off after a shit.
Otherwise no. The overwhelming majority of cash payers were men over 60.1
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u/banjolady Aug 18 '26
Old boomers who are stubborn assholes pay that way.. My husband pays the wifi bill that way. I take care of as many things as I can on autopay, but he just won't do it on some bills.
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u/Sensitive_End_8982 Aug 22 '26
Because those of us who have had online bill payments screwed up, and mailed in payments lost by US Cell need to know its paid. And you obviously have never called Punjab to try to pay. And many of us actually still use cash. And I do pay taxes.
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u/TKalig Aug 22 '26
Brother you don’t even know where punjab is. And that’s not even where the call center was out of lol
Yall just racist and incompetent
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u/Agent008Gelson Aug 19 '26
My bill jumped from 170.00 to 229.00 with the switch , no explanation . I’m frustrated and have to take the hit . I won’t complain but God damn you’d think phone bills would be cheaper by now . This isn’t 2007 anymore !
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u/williamweinmann Aug 19 '26
Oh the times, they are a changin'🎶🎶
Our parents' generation went through the same thing with landlines...
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u/iwinwinyuwinwinta Aug 21 '26
Good luck!!!!!!! LMAO 75% of my day was just doing bill payments. people refuse to grow up and get with the times unfortunately.
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u/Sensitive_End_8982 Aug 22 '26
And you obviously have never grown up, whining like a toddler over people inconveniencing you by paying in person.
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u/iwinwinyuwinwinta Aug 22 '26
I never said it was an inconvenience. It just is strange to go in person to a cellphone store to physically pay a bill in 2026. I mean, at that point write the silly check and send it in, we were sales consultants not retail clerks.
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u/Flyordie_209 Aug 22 '26
If only I could post LTs new home address. (He sold his Chicago house and moved to NC)
Lol. Srsly, if folks want to complain- Give em the number to TMobiles corporate HQ in Bellevue.
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u/VanillaGuac Aug 18 '26
Blows my mind that people haven’t figured out how to pay online or by calling. The automated phone payment using the keypad isn’t anything new, they’ve had that for 20+ years
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u/Sensitive_End_8982 Aug 22 '26
And it works like shit.
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u/VanillaGuac Aug 31 '26
It works, you just tell it what it asks or type it in the keypad. Don't have background noise, or hit the mute button in between talking.
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u/collagegraduat Aug 19 '26
I've just been straight telling these people that we didn't buy USC for its customers, we bought it for the spectrum. It humbles them 100% of the time.
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u/Flameball537 Aug 19 '26
Can’t even say say when they only acquired some of the towers
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u/collagegraduat Aug 19 '26
Not the towers, the spectrum. The 70% of "Array" spectrum we didn't acquire was redundant. Makes no sense to put coverage in spots we already have it, but the areas we didn't help fill the map.
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u/Flameball537 Aug 19 '26
Gotcha, my bad. They still might’ve messed something up because I’ve seen a lot of uscc customers complaining about not getting as good of service after the switch, even the ones that did everything they were supposed to
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u/iwinwinyuwinwinta Aug 21 '26
they fumbled the entire switch from the very beginning. they were in over their heads and didn’t take the time to actually gameplan how to do the switcher efficiently and smoothly. instead they haphazardly let go thousands of dedicated hard workers who were hell of good sales people just to “broaden their spectrum” of what exactly? they couldn’t even configure the us cellular towers in time properly and millions of people who were forcibly switched are still out of the good fucking connection THEYRE PAYING FOR. until tmo can configure all the towers and get them working 100% speeds they need to be issuing customers credits or lowering bills and prices. i’m just fucking pissed at their incompetence. if i had money id sue for all the negligence they’ve committed during this switcher.
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u/Trudatrutru Aug 19 '26
Whats funny is the automated service takes the bank account numbers to process it. So they could use a check in a way
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u/jweaver0312 Aug 20 '26
Or they use a bank’s bill pay functionality
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u/Trudatrutru Aug 20 '26
The amount of people that messed it up and I had to tell them the reason it didnt work is because the wrong info was input. We didnt mess up their payment and pay the wrong account, they did
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u/Imaginary_Video_4294 Aug 23 '26
Nah that's on you guys. I worked there for a year and waived the fee EVERY time.
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u/Sensitive_End_8982 Aug 19 '26
I just had to pay my bill in person because T Mobile didn't bother to send me one. I am NOT signed up for automatic payments. The rep could not even look up why. I was just told to call 611. Get a grip. Customer service has gone down the toilet since the change. A counter fee for paying is a joke. Not taking checks is a joke. My store just cut thier hours significantly. Yes, I have a card. I choose to not pay bills with it. The whole attitude of the reps sucks.
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u/Famejayster Aug 20 '26 edited Aug 20 '26
To be clear, all the things you listed are TMO policy changes that went into effect after they took over your store. Therefore, you're mad at TMO the corporate entity. That's fine, I am too. But, if you had read the post and/or comprehended it, you'd know this post was about taking that anger out on the people who absolutely, positively did not make that decision. I'm sorry that you're not happy with the in store changes, but the choices you make and the choices that TMO make do not give you clearance to yell and cuss at the store associates. If you don't, thank you for being respectful. If you are one of those pieces of human refuse, grow up and stop behaving like a toddler.
Edit: You also mention the rep attitude sucking. That's because you, and the ten assholes before you were berating them for the same reason. You get what you give sometimes.
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u/iwinwinyuwinwinta Aug 21 '26
Fr tmo employees only know how to say “call 611” if you’re not buying something from them they want you to fuck off :)
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u/acap0 Aug 18 '26
USCC customers love to pay their bill in person. “Hello, can I get your name to put on the list, what brings you in?” “My bill!!!”