It is sad the way they make it hard to cancel. Some overpaid exec thinks that they can retain customers by making it hard to cancel. But there is also canceling an extra line - when they make that hard they are in danger of losing otherwise happy customers who can use T-Mobile towers and phones through MVNOs
Not allowing cancellation online is something companies do to try and talk people out of cancelling. Or in the case of T-Mobile the rep lied to me and told me I would incur an extra cancellation charge unless I cancelled on the first day of the month. That actually causes you to have to pay for an extra month. And the rep offered to suspend my line until I called back to cancel - something that incurs a charge that wasn't mentioned. And another rep said they would cancel the line and then didn't do it. But this kind of stuff can be penny wise and pound foolish as it really makes me dislike T-Mobile - whose towers I can still use through MVNOs with better customer service. And you can certainly "verify your account" by logging into your account. It is purely done to try and keep people from cancelling.
Called back and the rep looked at my account and said that it showed that I was going to "think about canceling". The first call I said I would wait to cancel at the start of the month since the rep lied and said that would save me money. But then thought that didn't sound right and I called back and the second rep said she would cancel - and didn't do it. Only after I persisted in saying to this third rep that I had called twice did the rep acknowledge that she saw a cancellation request. And she also tried to talk me out of cancelling and I had to make an issue of getting a refund for the charge I got because if the unfulfilled cancellation request.
Which just makes what the Phillipines reps were saying dirty tricks. T-Mobile is trying to not just get us to not cancel a line - forcing us to call where they can try and talk us out of it - they are trying to get a little extra money if they can't talk us out of canceling. Suspending a line adds a charge. Cancelling at the start of a month due to a lie about a charge for cancelling in the middle of a month adds another month bill. This is stealing. And EVEN WORSE - THE SECOND REP NEVER CANCELLED THE LINE!
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