WHAT ON EARTH IS WRONG WITH THE PHILIPPINES CALL CENTER? and why is T-Mobile fielding all calls out to them??

A big reason why I left my prior service provider straight talk, was because the call centers were outsourced to countries like the philippines and India; which made communicating effectively impossible. The headaches from deciphering other worldly accents and dealing with people who are not proficient in English is more than enough to justify a change of service. Especially as prices rise, the quality of service MUST rise with them, however that is not the case with T Mobile. When I first signed up in 2017-2018, T Mobiles most redeeming quality was the fact that I spoke to my fellow countrymen who were ecstatic to help me. Fast forward to 2025 and I cant even find the phone number for customer service after scouring the T Mobile app. Ironically enough, they make the live chat feature really easy to find and use! Anything to direct customers to T Mobiles AI customer service. My issue now is claiming a rebate that was offered from a TMHI promo. I signed up in October of 2024 and as of today 6 months later I still have yet to receive the promo. Had I known this would be the case, I would not have signed up for TMHI. Not only is there the rebate headache, but the speeds from TMHI are inconsistent, especially mid day. More often than not my speeds are capped at 10-60 MBPS. Mind you upon signing up the agents told me my area was getting high 300 MBPS and even higher. Which is does at times for periods lasting no longer than like 1 hour. I am not sure how server priority is determined but all of these frustrations have ruined my T Mobile experience and I will be looking to switching to a cell provider that does not outsource call centers, can make good on their promises and actually strives to take care of its customers in this greedy world run by corporate robber barons 

I’ve been trying for days now to transfer my service from T-Mobile to Boost because I’m paying about 100$ a month for basic service which is idiotic considering no real useful perks. The customer service reps in the Philippines promised me my aim would be unlocked in 48 hours: it’s didn’t happened. I called again they apologized said it would unlocked in a few hours: that didn’t happen. Then called again they said it would be unlocked by the evening: That didn’t happen. I’ve called today for the fourth time and began asking what is the delay and who is held accountable for the lack luster customer service but no one has an any information that is useful. They easily take your money but won’t give you the service you’ve paid for as a loyal customer for 5 years. I want to know the exact address for the Philippines call center.

I think many of us might be surprised to learn that even after transferring to various Telco options, customer service remains predominantly outsourced to the Philippines. This isn't just an isolated issue; it's a widespread phenomenon impacting several providers.

The real problem seems to stem from a shift in focus—from delivering quality service to merely meeting quantity targets. During the pandemic, T-Mobile, for instance, ramped up hiring significantly, but unfortunately, this emphasis on expanding the workforce compromised the quality of service we receive.

A notable frustration for many of us has been the background noise during calls. This isn't just random; it often results from celebrations within the call centers, where agents are recognized for achieving high survey scores or meeting performance targets. While it's great to celebrate successes, it underscores a troubling trend of prioritizing quantity over the quality of customer interactions.

To truly improve our experiences, it’s crucial that Telco companies invest in proper training and retraining of their agents. By focusing on quality, they can address our concerns more effectively and work towards restoring our trust and satisfaction.

I would recommend trying to find a carrier that works well in the areas that you use it.

TMobile's offshore teams are highly scripted,  and their technical abilities are minimal.   You will not find one typically that can tell you what good SINR or RSRP values are, only “bars”

Tmobile executive response team is even worse.  Sadly, even though they are based out of US, they are more of a PR team which contacts Engineering or Advanced tech for boiler plate non-responses to actual items filed.

Yes! I actually switched from TMobile to Boost to try to save money, but that was a disaster because none of our TMobile phones were compatible with Boost and the signal was terrible. So I switched back. Switching back was a nightmare because I had to spend at least 4 hours on the phone with people in the Philippines who did not seem to know what they were doing. I got disconnected after being on the phone for an hour and a half and never got a call back. When I called back, they couldn’t transfer me to the person I was just talking to. They said they couldn’t see who I was talking to, while the person at the TMobile store could see her name. I finally got someone who was knowledgeable and got my lines back with TMobile, but it was so frustrating. And then today, I got a text saying that my bill was paid and it was $499! I called and again, because of the terrible call center, struggled to figure out why my bill was so high. Well, somehow on the day I was switching my account back to TMobile, I ordered a device in my daughter’s name to my old address where I haven’t lived for 6 years. And they were charging me for it since I never returned it. I don’t even know what device they are talking about! And the woman on the phone told me they had to do an investigation and it would take 30 days...Finally, an actual supervisor got on the call and explained everything and got me the refund right away. But the call center was so loud, it was very difficult to hear her and the call took forever.

I don’t want to be a xenophobic a-hole and complain just because the call center people have strong accents and are difficult to understand. But...most of them honestly seem to have no training. They just repeat lines from a script--it’s like talking to a bot. And they somehow ordered and charged me for something that I never ordered. It all makes for a very frustrating experience.

SusieQ831 wrote:

Tell me about it!! I am on the line with them NOW and so far the call has taken 1.5 hours with NO resolution! I don’t even know if they’re in a call center because it sounds like she is at a loud party! I have been asking to speak to her supervisor and she absolutely won’t do it and keeps coming back on the line repeating the same misinformation over and over. Its like she can’t even understand what I’m asking. I just changed ownership title last month to get the 55+ and was misquoted the price and they didn’t say the 3rd line free promo doesn’t apply the the 55+. She could’ve saved me 45 minutes and a ton on frustration should she had said that in the first place. Now I’m waiting for the transfer pin so I can take my business elsewhere. I haven’t been so pissed off to lose my cool to a customer service rep like this EVER in my life! And now she keeps putting me on hold and isn’t even processing my request properly. I got her name and employee number and will be filing a complaint about her, and a complaint about the sales rep that quoted me a lower price and failed to tell me that the 3rd line promo isn’t eligible and now I want to see how can this be legitimate to not offer this promo for the 55+ plans. Doesn’t seem right. Im so pissed, I’m fuming!!!

hi Susie,

The Magenta Plan is the 55+ plan which requires only 2 lines and only 1 person, the primary account holder, to be 55 years old or older. If you just ask for a 55+ plan and don’t mention Magenta plan you will get a more expensive plan and/or 3 lines to bring the cost down. You would think that they would tell you this but … very, very poor customer service. 

bikewreck wrote:

Totally agree. Terrible customer service, data breaches, bad coverage, increasing rates - that’s the new T-Mobile. We dumped them recently after 30 years for these types of games.  You should do it too. There are lots of better options out there.

Hi bikewreck, 

will you please tell me which service you switched to? I am ready to switch but haven’t done the research yet to find another service. 
Not sure if you’ll get this note as you’ve switched to another service but if you do please let me know on this message chain. Thanks CJG

Jasperkona, 

Sorry to correct you but there is NO customer service by T-Mobile. Not in the Philippines or anywhere else. There is no email or phone # available to reach the Corporate Offices and the call center in the Philippines don’t know anything about phone technology or about T-Mobiles phone plans. Twice after carefully telling them which line of  my 2 lines that I wanted them to turn off, both times they turned off the wrong line! When you know you’re speaking to someone who hasn’t a clue of what they are talking about and ask to speak with a  Supervisor, they argue with you saying they can help you and refuse to transfer you! When I ask again they disconnect the call! This has happened to me multiple times. 
plus, what about the 2 data breaches?? Why didn’t T-Mobile have to payout on a settlement?? A good question for the FTC and/or the FCC ( the FCC is a corrupt useless organization but they will be held accountable as soon as the dope in the White House gets ousted.) 

and last but not least, are you all aware that T-Mobile calls this community ‘a Social website’ ??

T-Mobile disgusts me. As soon as I finish a deadline  I’m on the first thing I will do is to find another mobile phone carrier. 

Agree!! Have had TMobile for over 20 years. Recently I’ve noticed customer service has gone WAY DOWN with the Philippines call center. I’m thinking about changing providers now because of this. Customer service was the ONLY reason I kept TMobile for this long (never used any other carrier). Customer Service (on the phone) is really bad now. I can hardly understand some of the reps, they interrupt when I am asking questions, and some do not listen and understand the problem. And now there is always an echo on the line and a very loud unprofessional call center background. Bad move TMobile

Bikewreck.. or anyone else,

I need suggestions for another mobile service. I may go to Verizon but I’d love to hear from the community who they switched to or are thinking about switching to. Also, I search but could not find a way to email T-Mobile corporate or ANYONE except the Philippines. I had filed a complaint with the FCC about 8 months ago to which T-Mobile’s reply was a bunch of lies. After the first major privacy breach that T-Mobile had I carefully reviewed T-Mobile’s documents announcing the breach and the steps they claimed to take to prevent this from happening again. It was all bs. I told the FCC that what T-Mobile claimed to do in terms of protecting the customers was not true and further they did not disclose the information that we were entitled to have, such as the ‘super duper’ fraud prevention tech company that they contracted with. I told the FCC that there would be another major breach very soon. Well sure enough, you all remember, a month later another breach. The FCC stopped communicating with me after that. A major problem is that the Federal Agencies (and the State’s agencies) that were set up to protect the consumers, and who are paid by the taxpayers, don’t actually do anything for the consumers. There is zero oversight of these agencies and they now get kickbacks from companies like T-Mobile and most other large companies. We have to remember this and to see what a disaster our country is in all while these agencies and current admin politicians are getting richer and richer when it’s public information how much any government official or worker gets paid. So how are they able to purchase multiple million estates and more than one! Vote out the Dems come November.