Metro by T-Mobile
Reviews and Complaints

I want to say this is the worst service I've ever had... I've had service for three years no complaints until this last year when theytook our other store away these people are so [censored]ing slow they don't bother helping people that just want to pay their bill and get the [censored] out of there I'm changing service due to this... unless you can change my mind

My complaint is about how my daughters' phone black screened and her friend gave her one of he old phones because we couldn't get her a new one... We call metro and tried to switch her service over but they said they couldn't find her sim card so it had probably expired, so we went and bought her a new one at metro and tried again at the store but they tried to sell us on getting her a new one because the one her gave her is old but we had to decline. They seen the phone and everything but didn't tell us or ask if the phone was unlocked that would be the only way she would receive service this has happened in 2 months. Why so long because I work 6 days a week and my child is sickly. I finally had time to call and they only gave me one credit of $20 because their wasn't an online complaint. MetroPcs get it together

I called this local store 2 days ago and verified with them that your "special deal" for October where new customers could get 2 lines ported in, receive 2 - Samsung A20 phones for $80/month. They confirmed this special was good through October 31. But here it is October 30 and I see where you have changed the deal already and it's now $90/month! You better get your local stores in line with what is going on and tell them to quit lying to potential customers. As it is since I was lied to, you have lost 2 new customers!

I paid my bill, and an hr later the automatic payment went thru, again, so I asked them to refund the second payment.

First they didn't want to refund me, saying it's now 'credit'. I explained I cannot do that, just so happened that I was broke, so they needed to refund me, they said OK, supervisor has to approve it etc, then they sent me a text it was all approved, and case is closed.

It's now Oct 24th, so I called again to ask what happened to the refund.
First, I called again on the 19th, then they told me '3 to 5 days'. Why they didn't say that at first, I don't know.
Today, I talked to a few ppl. One was #George, absolutely incompetent. I am telling him it's a refund to the bank, but he is asking the bank if they see the 'insufficient funds' notice he sees at his end?' Uuummmm, does he know he is supposed to send money to me, not me to him? Of course she said '? No?, wondering what on earth he is talking about?'
No, my refund is not there. George says there us nothing he can do, that the case is 'closed'.
Before this, the guy I talked to before said I called on the 19th, and hasn't been 5 business days, but I had called on the 15th. I called back w proof and case number, and ran into George. Who seemed very lost and couldn't help at all.

Finally I asked for supervisor and #Esther checked on my case and found out from the financial department that it takes 8 Business Days!

So they took away my last $44, literally! And two weeks later, I still don't have it! Every person I call tells me something else, Esther was the only one reasonable, their customer service ppl are condescending and dismissive. Very poor system. Also, every time I talked to a person there is their damn codes u gotta check, so 4 times during my call I had to check for text messages codes. Ridiculous!

And their forced narrative of 'it's a sunny day and what a wonderful time of day it is, how can we be of service?' is sooo irritating! Who has time to wait for their ppl to go thru their fake scripts to get to the issue, omg, my life is passing me by!

So I am done w them. I canceled my automated payment and am looking at other service providers this month, cause who wants to pay their inability to admit fault or make amends w the situation, instead they treat you like you are crazy.

My phone was stolen in August 2019 my service was suspended and a high security pin number was placed on my phone my phone was confiscated 2 Days later so I went to a store in my city and had the service reinstalled and West giving a new PIN number but high security pin was not taken off now therefore I cannot get into my account and this been going on two months now and my bill has been paid and I have had very rude customer service buy three different stores that they cannot help me to get this pin number off they have tried to get it off in my store here in the city and has fell twice I have beenrudely treated each time that I try to explain my situation about taking this security pin off of my phone so I can get into my account I have been hung up on I have been told all and I have been with this company for 3 years and to be treated like this is unacceptable I would like for someone who can help me remove this pen number my phone number is [protected] looking for someone to assist me from metro PCS

We were told at 3 separate occasion that the 2 for 80$ deal would also cover talk and text to Canada from USA. Once we made the switch, we realized that it was wrong. We went to the store to question it and we were told oh well our mistake. They made no attempt to rectify the situation and we were told to bad, you need to pay extra or cancel your service. This is terrible customer service. Here you had the chance of having two new customers and instead you are turning them away because of a mistake you did.

My ex girlfriend was able totake a phone I had purchased for her and was under my account, to a metro pcs store, and without my permission, consent, authorization or my 8 digit pin code make changes to my account and remove the phone number associated with phone I bought her and number that was under my account.

Every time I go into a metro store, I must provide my 8 digit pin code for any and every account transaction.

Customer support tells me if she had the phone in her possession, the metro store was well within their right to allow her to remove my number from my account

Anyone who knows your name and zip code can steal your metro phone and take it to a metro store and remove that number from your account. How does that make any sense?

I demanded an escalation ticket to corporate and awaiting response.

i will be ending my 8 yr or so with Metro the end of this billing cycle

I paid my bill on the 28th of September for the month of October on October 7th Metro PCS hit my NetSpend card for the second time I called and talked to a lady she said don't worry we will expedite this and get your money back give me three days I gave her three days called back talk to his supervisor who refused to return the money and wanted to give me only a $50 credit towards the next month I called NetSpend to start a formal investigation this practice continues to happen unless people stand up together against these companies that are greedy and continue to double charge customers I'm making a complaint with the Better Business Bureau and I'm also going to contact did Attorney General office to take care of this problem Metro PCS is not taking the fact that they double-charged me and many others since they're such a big company they figure they can get away with whatever they want I'm the most persistent person that people have probably ever met and Metro PCS was not interested in talking to me about this at all all they wanted to do was make me spend more money evidently the people answering the phones are taught to blow customers off
when a client calls and says there double charge they say wait a minute I'll talk to the finance part of the company they only waited a minute or two got back on the phone and said no we can't do it I wasn't even on hold long enough for her to check with the finance company I'm sure that's what they're trained to do rip people off the only way this is going to stop is to fight back do the credit card company

I phoned customer service because my charging port broke and I am unable to charge my phone, and I am not able to get it repaired or replaced at this time...so, I wanted to suspend my service until I can get a working phone. Well, I was told that the only way they could suspend my service was to access my account which could only be done by sending a text to the phone...duh, the phone isn't working. I was then told that I needed to go to a store with my identification in order to receive assistance. I explained to them that I am unable to arrange for that immediately due to a disability, and requested that they note my call date and time and send me a confirmation via email, or provide a confirmation number so that I can receive a prorated credit from this day...October 14, 2019. I further explained that I was on a pre-paid phone which charges by the minute and that I didn't have much time...I offered to email or even fax my ID, waive liabilities, provide another number to text the code to...anything that made sense in this day and time, but to no avail. The call lasted 11:22...I spoke with Amanda #33480 and supervisor Benedict #43342...and nothing was accomplished.

It does not make any sense that the only way they could access my account was to text a code to the phone...the phone is broken, Duh! There is no online chat service, no secret questions or other alternatives to verify my account. This does not protect me, it frustrates me...and inconveniences me, just like their online system being constantly unavailable for payments yet their charging a fee for paying in the store...

Dear complaint department,

I have been trying to download videos on my phone. I go to Starbucks to use the Wi-Fi which was full strength. As soon as the downloading was a 90 percent, it went back into cloud mode. My phone number is [protected]. The device serial number is NZUCYSYPZ5RCIJZ9.

I went to the College and University Store for help. The rep wanted me to buy a Coolpad phone for $99 on the basis that I change my phone number. I considered that to be not good customer service because I am a person with multiple disabilities. I am a cancer survivor and would appreciate the wonderful service I had before the merger. Besides changing my number would not help me in a medical emergency. I would be an insult to me.

Please fix the problem that way I can keep you as my phone server. My e-mail address is [protected]@gmail.com

Thanks, TJ Staub

On the 29th of September my husband and I went into the Metro PCS location at 4921 34th street suite 200 to change from Boost mobile. We were helped by an employ by the name of Nelly, she was very nice and helpful. My husband and I switched over 3 lines to Metro PCS and while Nelly was completing the process she began to tell my husband and I if we were interested in getting some headphones, free of charge, my husband and I declined and said no thank you. Nelly then began to say "come on guys i can get you it for free" again me and my husband declined and then Nelly stated "what about a speaker?" she said pointing to a speaker "do you like this one? its more so i cant give it to you for free but i can give it to you for $10" my husband and I said it was a good deal and said yes to the speaker. we checked out and when we arrived home i looked at the receipt and the speaker was charged $50. I called the store which was by that time closed. The next day was monday so i then called again and was able to leave a message with Savannah for the store manager to call me in regards to the speaker. No one ever called me, so then on the 2nd of October around 530ish i went into the store in hopes to resolve this issue. I spoke with the manager by the name of Casandra who began to tell me she was aware of the issue, she stated that the charge on my bill was not for the speaker but for a "sales cost that we manually put on the receipt" i told her if that is sales tax so what is the cost at the bottom that states sales tax, Casandra then stated "well i have already wrote Nelly up about this so its been taking care of" i began to get upset with Casandra and told her she did make sense to me. I told her if this charge is something yal are suppose to do then why did she get wrote up and no the issues has not been taking care of because i am still out $40. I told Casandra the employ Nelly charged my card for an amount that i did NOT APPROVE, Casandra began to be very rude and stated "i dont know what you want me to do" i told her i wanted a refund for the amount Nelly was not to charge. Casandra stated "im not giving you a refund" I told her it was ok then for the company to have employees tell customers one amount only to turn around and charge something else. I told Casandra i did not want to speak with her anymore and i wanted a different manager. She gave me the general manager number, Jennifer. I have called on 09.30.19 and left message about this, on 2nd, 3rd, 4th and 7th and not one person has contacted me back. We were with Boost mobile for 5 years and never had any issues and we change to someone else and not even a week goes by and already having issues. I am very displeased with the service we have received from Metro even more so since it seems like no one will address this issue. If we would have known we would be taken advantage of we would have never left Boost. I am seriously considering switching to At&T because of all this. I hope someone does get this complaint and it is addressed.

Have been complaining about this phone and your service nobody wants to do anything about it. I'm not spending on a new phone, I get an upgrade and they gave me a two year old phone that doesn't work in Sandusky, Ohio. I am tired of dropping calls, not getting service I have called and spent hours trying to troubleshoot this phone. Spent three hours on customer service the other day. This is pothetic. Why don't you just refund me for my family plan and I'll go somewhere else that takes care of thier customers

So got my phone was having trouble making calls went back to metro had to buy a sim card so I did it not even 2 weeks in and my calls are dropping so I call metro and tell they tell me go buy another sim card I tell them that's not fair well they cut my phone off and want me to pay the bill for a phone I could hardly make calls and wouldn't credit my account for anything