Recent reports suggest that T-Mobile is experiencing a significant loss of customers, but instead of addressing the issue, the company's leadership seems to be in denial. There are accusations that employees are being blamed for customer cancellations, rather than looking into the root cause of the problem.
It appears that T-Mobile's recent controversial decisions, such as excluding taxes and fees from their pricing and discontinuing popular plans, have led to this mass exodus of customers. Despite boasting high app usage numbers, it seems that many customers are only using the app out of necessity.
While T-Mobile has excelled in terms of speed, coverage, and technology, it may have overestimated its ability to retain customers in the face of these unpopular changes. The company's performance in the upcoming quarters will reveal the true extent of the customer retention challenge it is currently facing.
