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T-Mobile is making a number of big moves this year, and almost all of them are anti-consumer. According to a source, T-Mobile is about to make another change that will impact some customers trying to pay their bills moving forward.
No More Bill Pay Via Support
In the latest push to go 100% T-Life, T-Mobile will soon no longer allow customer support reps to push through bill payments or setup autopay for customers.
This means that customers absolutely must use T-Life (or the T-Mobile website) to pay their bill moving forward.
For most people, this likely isn’t a big deal. But there are some customers out there, particularly ones that aren’t interested in tech and/or don’t like having bills on autopay, that prefer calling in to support to pay their bill. That will no longer be possible.
In addition, sometimes bill mistakes happen. When they do, customers usually contact the company to resolve it. Moving forward, you may be able to resolve the issue, but you wouldn’t be able to pay the bill right then on the phone.
For example, imagine a customer support rep on the phone tells you “ok we’ve fixed your billing mistake, your new bill is $80”. Normally, you’d say “ok, lets pay that” and have it done then. Now, you’ll have to trust that those changes stick between the time you’re on the phone and when you get to the T-Life app. What if you hang up, go to pay on T-Life, and the bill is still wrong? Now you have to contact support all over again.
Either way, it’s clear T-Mobile is moving towards having T-Life become the all-in-one point of contact for customers. In doing so, they’re removing any other way of making changes one by one.
This new change takes effect tomorrow, July 15th.
