Could T-Mobile actually be the un-Uncarrier?
That’s the question Yankee Group is posing in the wake of the FTC’s accusations that the operator has wrongly charged its customers for premium SMS services they never wanted or ordered. In return, Mediapost reports T-Mobile pocketed as much as 40 percent of the proceeds.
Now, T-Mobile has since stopped imposing those charges. But Sheryl Kingstone, research director of Yankee Group, questions the complexity of T-Mobile’s customer bills.
“Transparency of billing and payments is a critical issue to address – it is even more important than contact center support,” Kingstone wrote this week, commenting specifically on a Mediapost article. “While T-Mobile addressed the fraudulent charges, it still should ensure bills are easily understood. It’s a win-win for T-Mobile to proactively reduce bill complexity because it lowers the number of customers calling into the call center out of pure confusion. Let’s remember, we have to look through the eyes of our customers to deliver a consistent, transparent and dynamic customer experience.”
T-Mobile calls itself the “Un-Carrier,” priding itself on luring subscribers away from Verizon and AT&T by paying early termination fees, offering unlimited data access and launching other strategies to gain market share.