T-Mobile is laying off more than 67% of its highly regarded customer service staff

T-Force is what T-Mobile calls its customer service team who can be reached on Twitter and Facebook. Separate from the rest of T-Mobile’s customer service team, T-Force provides help to T-Mobile subscribers that is fast and accurate. However, all good things come to an end and according to a report on Reddit which has been independently confirmed by According to the Mobile Report, a large percentage of T-Force employees have lost their jobs.

The Reddit post, written by “Scheming_Potato” says, “T-Force is being reduced to 5 US call centers, effective immediately. This will impact frontline and management in all affected sites. They are essentially replacing permanent and experienced specialists by new employees from call centers.
If you’ve noticed an increase in a Messaging-like experience (the people you talk to on the app), that’s why.”

If the message is correct, the number of T-Force support centers will drop from 17 to 5. The changes will take effect immediately. A Reddit post from a verified T-Mobile employee explains how some T-Force employees found out they had been laid off. Redditor “carmenellie” wrote: “Please be kind to the T-Force folks working today. Communication on this has been terrible, most of our leadership is offline, many logged in to work today and found themselves have lost access to the system, and those who remain are incredibly confused and saddened.”

An affected former T-Force employee told The Mobile Report that T-Mobile gave him two options. He can move to a nearby call center with T-Mobile covering the costs of the move through a lump sum payment, or he can accept the dismissal and receive severance pay. The payment consists of two Paid Time Off (PTO) payments, including pay stubs through August 4. In addition, the severance package includes 10 shares of T-Mobile stock valued at approximately $1,322.

The dismissed employees have until June 12 to decide whether to move or take the severance package. With T-Force up to five service centers and as many as 1,000 employees leaving the unit, T-Mobile customers may not get the T-Force customer service they’ve become accustomed to. Last April, T-Mobile has reduced live chat support hours from 24 hours a day to 6am – 12am Central Time.