Michigan woman tries to close T-Mobile account on stolen iPhone. Then things escalate when the workers threaten to put their hands on her for ‘lying’
A woman reports her phone as stolen to T-Mobile and picks up her new one from a Plainwell, Michigan, store. She says the workers claim that she got the phone “illegally” and say they can’t help her. The situation escalates, with the TikToker claiming the workers became aggressive towards her.
In a video with over 1.7 million views, TikToker Kaitlyn (@kaitlyn_fredericks648) films part of the confrontation. She asks why the workers sold her a phone, only to claim she’s “unauthorized.” One worker tells her she needs to leave the store.
“They are getting hostile. They’re yelling at me. She threatened to fight me,” she says, pointing to one of the workers. The TikToker shares that her dad added her as an authorized user on the account. She tells workers that he sadly passed away.
“You’re going on TikTok. I’m famous on there, too,” Kaitlyn continues. “You’re losing your job.”
What led to the confrontation at T-Mobile?
In the caption, Kaitlyn explains what happened before she started filming.
“I explained I need my other phone shut down and reported stolen because it was. My bank stuff etc is on it,” she says. “They state that I’m not a authorized user and they can’t help me, I told them I came into this exact store on April 3rd to pickup my new iPhone 17.”
She mentions two T-Mobile workers by name: Savannah and Nancy. She continues, “Nancy started yelling to get out, repeatedly saying we can’t serve you if you mention civil. Savannah went to put her hands on me to physically push me out.”
Kaitlyn says a third worker covered their name tag so she couldn’t get it on video. She writes, “To act so aggressive towards me and and then to call the cops is crazy. If you can’t work with people then don’t.”
It escalates
In a follow-up video, the TikToker says that her dad isn’t actually deceased. Instead, she says she misspoke and that he is at the funeral home because her grandparent passed away.
Kaitlyn also believes the situation escalated when she told workers she would take the situation to “civil court” if they refused service over claims that she got her phone illegally.
In a comment, she shares a screenshot of the T-Mobile TikTok account direct messaging her to ask for more information about the situation.
She writes, “Also corporate fixed it for me at home they told me I had authorization on the third. They’re not sure why i didn’t have it day of the video. Either way they handled it so wrong.”
Viewers react to the confrontation
In the comments, viewers react to the clip of the confrontation. Some call the T-Mobile workers “unprofessional.”
“If I was a customer wanting to shop for phones and saw this happening I would have walked out fr,” one writes.
“The behaviour of the employees was disturbing,” a second says.
Others say they’ve had similar experiences with T-Mobile’s customer service that lead them to change providers.
“I just switched from T-Mobile to Verizon due to their poor customer service,” a viewer comments.
“I was with T-Mobile for 12 years but switched because their customer service went to crap!!” another remarks.
“T-Mobile is terrible customer service quite honestly. This definitely helped me decide to switch,” a third adds.
The Mary Sue reached out to Kaitlyn via TikTok and Instagram direct message and to T-Mobile via email for further comment.
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