Jonnelle Marte

T-Mobile employees under pressure to meet sales goals are sometimes driven to mislead customers or to enroll them in services they didn’t ask for, alleges a report from a labor coalition.

In a complaint that Change to Win said they filed with the Consumer Financial Protection Bureau, the labor group claimed that T-Mobile sets “unrealistic sales targets” that encourage workers to act in ways that may not benefit consumers. The group found that some workers said they felt pressure to add insurance, phone lines and other services that customers didn’t explicitly ask for to meet sales targets and earn commission payments. The findings were based on a review of consumer complaints collected by the Federal Trade Commission, a consumer protection agency, interviews with workers and online surveys of people who identified themselves as T-Mobile employees and customers.