Metro by T-Mobile
Reviews and Complaints

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

I am trying to change my rate plan after i was offered a the 80 unlimited plan to switch my service. I really didn't want to pay that much but i needed a new phone. I was told i can change my plan we it was time to pay this month but i cant. All the store i went to were closed Sunday 9-29-2019. I called 611 and i was told my the automated system that i was not eligible for an plan change and i wasn't able to talk to anyone. It's [censored] i have kids and need my phone on. I stopped at the store on main street today(9-30-2019). Online it says the store opens up at 8 i get there the store is still closed how? I feel this is very unprofessional what kind of business are you running?

Went into my local store in cary nc and was told we could only port in 2 of our 4 lines then said all 4 could be done on 2 separate accounts Tried to charge us $356 monthly charge. Nope. Went to a neighboring town and got all 4 lines on one account for the advertised 120 per month. Never going to the local store again. I'll go the 12 miles to raleigh for my needs. Don't care. Never again will I go to cary

I took my new iPhone 6 plus into the store to have it activated on my account that I have had with y'all for over 4 years. The lady that helped me with this was new to the store. She didnt really know what she was doing (was getting help from the other lady). When she went to take the case off to put in a new sims card she bent my phone. The whole time the other lady is telling her to be careful removing the case while the whole time she is still bending the phone and pushing on the screen. The new lady said I hate these cases. Once the phone was activated we left. At this time the phone was still rebooting when I got home the phone has 5 blue and red spots in the middle of the screen. I call the store and the lady told me that there wasn't anything she could do about it. I explain to her that her assistant bent the phone while taking off the case and now it has sensory problems on the screen. I took it back to the apple store to have it looked at and they told me that the interscreen had be broke most likely due to bending the phone. Now the only way to fix it is to put a new screen on it ($150). I dont have the money to be spending on a new screen for a mistake that one of your store Associates did to my new phone. I would greatly appreciate it if you would address this problem and fix what your store associate did to my phone. Thank you Sonya Shepherd

I went into the store on 09/15/19 with my husband. We purchased two Stylo 5 phones for $179.99 a piece. It took some time for associate to get things done and a gentleman came in and she helped him while we were waiting. She asked us if we wanted phone covers immediately after choosing our phones and my husband informed her we always get them somewhere else. She said okay that's fine. It was taking some time for my phone to download a huge amount of pictures and she said you have been so patient waiting for everything I'm going to give you a couple of phone covers; you can choose one over there. I said thank you how nice. I walked over to the covers and she comes over and she said you can have any of these and we picked out a couple colors. We were very appreciative and I thanked her about four times. She just said okay it's no problem you were really patient. We get our bag with the boxes for phones and we leave with our new phones. Today my husband is paying bills and notices that the bill was higher than what he thought for the phones. We start looking around and realized she never gave us a receipt. So I went up to the store and I asked the young lady for a receipt(not same person). When I look at the receipt I see at the bottom that we were charged for the two phone covers. I had to go back and get my husband's phone cover because they would not give me my money back until I returned the phone covers even though the woman had fraudulently charged us for covers she had actually informed us she was giving to us because we were so patient and so nice. This woman needs to be fired. There's no telling how many people she's done this to. Her customer ID is MIMI. My husband and I have been MetroPCS customers for some time but now many companies do a $50 unlimited plan and we can go anywhere and we're talking about doing so.

since i got them i had the blocking starting sept 2 to today sept 17 99 calls that should have been blocked have come through i never set up my voice mail but calls have gotten to that called them every day sometime more then one time during the day and they will not do anything they said they would take it off my phone but i don't want it off my phone kept the old number from my old cell co they said that is why i was getting the calls so they changed it to one of there numbers thats when the calls got real bad they changed it again today and now i can not set up id/name / scam blocking
i have 281 names in my phone DR.s hospitals friends
on the 2nd of sept i had 4 calls from someone that said he was from google he said he got my info from metro he knew the cell co name knew the name of the card i used he knew my e-mail address he even knew my home address since then i had a 300.00 = charge on my card from CA. he even said after i told him i am on the fed do not call list he said he knows where i live i got pissed and said come on i have a gun tired of metro pcs and t-moble they know how to take your money and you get nothing in return something needs to be done about them today i cut and pasted everything the on line rep had to say but its like 2 pages not sure i can past it all on here