Metro by T-Mobile
Reviews and Complaints

I had dropped my phone in the toilet and did the normal put it in rice and it worked for a little while then it started acting up so I took it in and he said it is just better to get a new phone and I have insurance for it but the insurance is [censored]. now they want me to spend 200 for a different phone when my exact phone is $50 online Metro is awful to it's already existing customers. The insurance is [censored] you want people to become customers but what about your already existing customers?!

There was a male employee working at the MetroPCS store located in Fort Valley, GA on Tuesday 10-30-18, around 3:30 - 4pm. He was arguing and fighting with his girlfriend. They were loud while the female representive was trying to conduct service to me. He stepped in and out of the door yelling and arguing with a densle while she followed him into and out of the store yelling and arguing. At one point the female working with him had to ask him to "Get it together, we have customers." I think he was very unprofessional. I had children with me and we didn't know if they would get physical or not. it was scary. He needs to be fired

I would like to submit a formal complain against the Lake Stevens, WA location. I was not given the necessary information before signing up, now the owner Corey refuses to refund my money or give me an extension on my "prepaid plan". He has been completely unprofessional, rude and condescending during this frustrating time. I've expressed my situation and explained that I am unable to afford to pay for a plan I am unable to use.
When I stopped in to the Lake Stevens location a few weeks ago to set up a new phone plan, I made the employee very aware that my cell phone from AT&T COULD still be locked. I was confused about the process, which I expressed multiple times.
I was not aware or TOLD that if I chose to pay for a plan at that time, and if my phone was in fact locked, that not only would I not be allowed a refund, but that same plan would expire in 30 days regardless. I was denied proper information up front. If I would have known, I never would of signed up for an account without calling AT&T and verifying my phone was unlocked. I've expressed everything above very clearly to the owner Corey. He acted like he could care less, and told me that they aren't allowed under ANY circumstances to refund ANY money for a plan. period. He explained that Customer Service is the only one that could override that rule. After calling Customer Service, I was informed that that in fact was a lie. It's the owners discretion to disburse refunds. So again I was given insufficient information from the Lake Stevens location. Not only has Corey taken my money and wasted my time, he's also lost a customer and more to come. All I'm asking for is a refund so I can take my money to a different location. He currently has my sim card and receipt taped to the back wall of his office collecting dust. I pray this issue is addressed and I can in fact start a ACTUAL plan with your company.

Thank you,
Alyssa

A mexican person who work there told me the president trump is a [censored] person and he will go soon! seriously? metro pcs hiring illegals to work for them and told to customer political opinions? it's happened today, 10/24/2018 around 3.45 in heber city, utah store and this mexican dropped the sim card few times before she insert into the cell phone due the her waaay long nails! i'll call immigration also to find out how metro pcs can do something like this! i was with 2 friends with who can testified for this and also should be some surveillance cameras.

A representative/manager by the name of Melvin provided terrible customer service at your Harvey IL store on 147th and Sibley/Halsted. My phone did not work properly the first day I got it. He placed a work order for me to receive another phone. 8 days later I receive a call that my phone has arrived. I go to pick it up and it is at a totally different store so now I have to wait 2 more days for a phone that works. Needless to say, I do recommend Metro PCS/T-Mobile to anyone and cannot wait to go to another service due to horrible customer service.

I just purchased a cool Pad phone at Metro PCS in Plainfield Indiana, and had a very bad experience. I bought this phone a couple of days ago and I am very unhappy with my service. The phone isn't much better than a government phone. Poor quality picture and sound, very slow, and slow to charge. It says emergency calls only.
The manager said that I can't take it back, but I can buy another phone plus activation again. It is clearly not working properly. I have never had a bad experience with them until now. I will tell everyone I know about my experience with Metro P C S / T mobile.

I wanted to pay online my bill, kept loading, and loading.. impossible, so I called, the automatic system told, It will cost me 2$ "ouh I have an issue with a zip code, I find someone to help" Indian girl answered first thing lots of BS talk, and it will cost me 3$ to make my payment ... I said alright lets get over with already. I gave my info, after all that she announces" ouh, we can not do it now, we are updating system. call back after 2 hours. WTF ? Couldn't they just say right away, Temp. we can not accept payments. I lost freaking 30 minutes of my life because of that BS
10/17/18 Nice job Metro

Today I spoke with four different people one of them being Moses ID number 60802 prior to him I spoke to a man named Jose which I don't have his ID number prior to him I spoke with a woman when it was apparent to me that I was being charged an extra $40 on my bill because they told me I made a change in the middle of the month which I did not because I paid my bill off in full I was told in the past that they would have given me an extension on my bill because of all the problems that I had and today I have had nothing but problems with the people that work there I was treated rudely my husband's phone he made a payment at the store which I don't know why is not showing up on you guys is end but now his phone isn't off and wear out the $60 to pay the bill and the gentleman Moses doesn't believe me my husband went back to the store they're trying to tell him he didn't pay so now you're Moses said I have to take action with the police for $60 I want the phone turned on I am not happy my phone number is [protected] my husband is [protected] I want to hear back from someone as soon as possible I am not happy

You [censored]ing [censored] have dropped the ball.
I keep getting [censored] calls. Sometimes i'll call back and the number is not even connected or if it's connected the person tells me they didn't call, yet their number is on my call log.
You [censored] need to figure it out i've been dealing with this [censored] for over 2 yrs i have switched numbers i have completely wiped my phone as well
the calls still continue.

You [censored] need to figure something out

My bill is due on the 11th I've never been late on my payments yesterday I wasn't feeling well so I didnt pay my bill but I was going to do it today and this morning I realize that my phone was disconnected I didnt even get 24 hrs or a disconnection message you guys have bad customer service I've been with you guys for awhile now actually my husband jaime murillo he dont even use his phone because he has a company phone but he doesn't disconnect it but now I'm going to shop around for another cell phone company thanks for nothing I'm so upset right now so rude

Was talking to Ann-Marie transferring my daughter's # to my back metro pcs phone cause I was told there wasn't a metro pc phone cheaper than $100 for me to purchase & b4 the transfer could be completed I got hung up on and she never tried to call me back.. I called back and the automated service makes it almost impossible to speak with a human being...and doesn't know what a human being or person is or operator ...Why? This needs to be corrected asp please...and when I got a person on the line & asked to speak to management she got mad & hung on me.. called 3rd time and supervisor hung up me when I tried to tell her...this is unacceptable...I pay for 4 phone lines with metro PCS.

Hello me and my wife have been with Metro Pcs for approximately 4 months now and have not been able to access our account thru customer service or a metro pcs store. We have been to the same store 3 times in the past month about our account and we have not got anything accomplished no matter how many hoops we jump thru for them. This is ridiculous. We were told by a metro pcs representative at a store location that it would be taken care of for sure this month once we paid our bill. Bill is paid and still no access to our account. We have had the same numbers for a great deal of time and dont believe we should have to go thru all the changes or even have our numbers changed just to access our account. All we ask is for someone to please help us resolve this matter. We can't even upgrade or have our phones unlocked due to this matter.

I have been trying to submit my bill payment all day, providing all information required and it won't go through, my payment is due tomorrow, and I don't know if that has anything to do with the fact.
I'm traveling tomorrow and I don't want my service to be interrupted.
So, can someone please tell me what is wrong?
This is not the first time I've paid online, last time it did go through.

Few weeks ago I lost my LG K10 and purchase the upgrade LG K20.
Using the LG K20 the sound was bad to the point I was having a hard time understanding people talking. I found the LG K10 and decide to switch it back. I was told it would be a $15.00 charge to switch the LG K20 back to the LG K10, and agreed it would be okay.
When the employee (ID: Sonya) was taking my case off my phone she broke the case. I said, there goes the $15.00 you were going to charge. I did expect the store to replace the damage case they damage.
(I am including a picture of the damage to my phone case by the employee).
The employee went and got two items from the store shelve:
Item 1) Tempered Glass Motorola E4, Sub-total: $5.50
Item 2) Motorola E4 Kickstand blue, Sub-total: $5.50
First I am thinking she was getting something to replace the damage case. When she told me the products would be $11.00 I'm thinking I was getting the items to replace the damage case and the $15.00 is going to be waived. After purchasing the items and ready to leave I ask what about my purchase items? I was told no you don't get the items these items will not work on your phone. I didn't know this until after she used my bank card to pay for the products. I guess she was thinking this was the way in giving me a $3.00 discount for damaging my phone case.
(See copy of the invoice).
I paid for these items I didn't get and don't even work on my phone, the question is who will be getting what I paid for?
I am going to have to go to my bank and file case against this store and make sure they don't use my card information to make other purchases.
I hope this problem can be solve to prevent this from happening to other people.
Thank you!

From: Auburn Wireless (also known as Auburn check cashing & wireless)
12005 Dry creek road
Auburn, CA-95602

RE: Receiving Notice of Termination from MetroPCS

Also Sent to: Braxton.[protected]@t-mobile.com on 10/4/18

I "Jagjit saini" DBA Auburn check cashing & wireless since 2005 at this same location. My business offered MetroPCS services plus check cashing, Payday loans, money orders, western union etc. etc.

In February 2018, I decided to get rid of all the check cashing services & just keep this store as wireless only. I took the bullet proof wall down, painted metro purple colors on the walls, ordered equipment from Palmer (approved by MetroPCS), new floor, New channel letters storefront sign & within 3 weeks it was turned in to nice & great looking store. I started getting a lot of compliments from customers about the improvements.

After all the hard work done, I received a notice from MetroPCS (see attachment) saying I won't be able to provide metro services anymore after 120 days. I've been MetroPCS dealer at this same location from last 13 years & it really shocked me. we provide the best customer service here & you have no idea how many customers will be pissed off if you terminate this location. My customers don't know yet about this situation but I'm going to tell them soon because I don't want to surprise them when the time comes.

After being a dealer for such a long time, providing best customer service, spending around $17000 few months ago for remodeling, don't you think it's wrong? I asked metro rep Kathryn Henson million times in last 10 years that I would like to open another MetroPCS store in auburn city, but she told me every time that MetroPCS don't want another dealer in Auburn. Guess what happened 2 years ago? New MetroPCS store was opened within 1 mile from my location & without my knowledge. I should've been given the first chance to open another store in the same city. As soon as I heard about opening of new MetroPCS store I called Kate (Kathryn Henson) but response was "I'm sorry I totally forgot about you & it's too late now". I can tolerate opening another store around me but It's hard to swallow of being closed your own store.

My numbers of selling phones are almost doubled since I convert it to exclusive metro
(6 months ago) compare to the numbers past 12 years & I even told Mr. Mosney & kate via
E-mail (see attachment) then I told them during our meeting, but the answer was:

"sorry, we can't move forward regardless of anything & we don't even need to explain anything to you because metro contract reads we can give 120 days' notice anytime to each other".

I'm not pointing any fingers, but I heard that the New MetroPCS Dealer (in auburn) has very close relation with MetroPCS corporate managers (in Folsom, CA) & he (New MetroPCS Dealer) told a lot of customers almost a year ago that soon he will be the only one sell metro in Auburn which mean other stores will be closed soon & it started to happen.

At the end, I want to know what did I do wrong which caused the termination? I asked the same question to Mr. Andrew Mosney (Director, sales & Distribution) when I arranged a meeting with him few months ago, but he had no answer for it.

Before terminating my contract, for your satisfaction, you should do a survey by calling few random Auburn city or Grass valley customers & ask them "which store has the best customer service & which store they like to go?". I bet you 8/10 would prefer dry creek road location due to great customer service & been here forever. Matter of fact, while I was typing this letter I told 2 customers (who been coming here since 2007) that I probably won't see them again next month due to termination, they got pissed off & called MetroPCS customer service(while in the store) to complain and talked to them for almost 2 hours today, asking NOT to close this location.

I only own one MetroPCS store & I'm here every day, there is a big difference of working employee or owner operated & other 2 stores in Auburn are being operated by employees, you can confirm with local metro rep.

FYI : customers coming from grass valley city which is 25 miles away, this location is the closest to them but they still complain being too far from grass valley.
termination would lead them to go ever further.

Finally, it's your decision. I don't know I'm sending this E-mail to the right person, if NOT then please reply me back with correct E-mail or forward it to whoever it belongs. I don't have much time left before termination because I spent 3 months asking & begging local corporate, but nothing happened.

Any questions feel free to call me at [protected]

Jay saini(owner)

I bought my phone 2 months ago from Metro Pcs 3310 S. Nellis Las Vegas Nevada 89122, 3 months ago at the time I already had a Samsung J3 Prime and just wanted to reconnect my service. My phone number had only been down little over a month.
The sales girl told me it would be more expensive to reconnect my phone, plus I would have to get a new #...Granted she never did or would say exactly how much it would cost to turn phone back on.
Instead she talked me into purchasing another J3 which I didn't want or need. Got a new # and asked her don't u want my id and put my address in computer? How bout a pin # so I can access my account.
She insisted I did NOT NEED to do that in store and could do all those things online at home..
Wrong! 2 months went by and I couldn't figure out what the hell was the problem when it came time to pay my bill. Couldn't access account...No PIN.
3 days ago time to pay bill again.. this time I called customer service, which is crap as well. HALF of the reps you can't even understand nor can they communicate or understand your problem either.
The rep on the phone repeatedly asked me for my zip code. In her broken English. I told her at least 5 times ..she kept saying NO THAT AIN'T RIGHT...
I told her well I don't have a pin. I DID NOT set my security questions to the one that it keeps asking me...
I told her all's I wanted to do was pay my bill.
Oh well I'll be glad to take your info and charge your credit card along with another 5$ processing fee. [censored].
I told her thanks but I ain't paying a penny more than I have to.
When all was said and done she told me I had to return to a local store to set my pin and show them my Id for address change.

Omfg!
Wait it gets better
The following day I arrived at Pcs store 15 mins before closing..
I ride a scooter and did not bother locking it. Thought i would be in and out..
There was only 1 guy in front of me .. 2 sales girls. One on the phone doing what ever.. the other helping the customer.
She said it's gonna be a while before she could get to me...I told her what i needed to do...
She did not respond
Instead she rushed out from behind the counter to the front door with a set of keys.

6 more people jammed in the store as she SHUT AND LOCKED THE DOOR BEHIND HER. Locking US ALL IN!
WHAT THE HELL!
She didn't say [censored] to.anyone just took it upon herself that EVERYONE WAS STAYING LIKE IT OR NOT!.
The other people that came in when she locked us in asked her hey what are u doing. ?
She ignored them ad well

10 mins went by.. I can't see my scooter from inside the store.
The rep never even looked up to acknowledge anyone!
I interrupted her point blank and said I'm sorry but you are going to Have to unlock this door and let me out.. Told her my scooter was unlocked. This is a crappy neighborhood. Homeless people hanging out every where u turn.
By the time I got out of that store I had to rush home take a shower get ready for work..
And Still MY PROBLEM REMAINED UNSOLVED.
10-4-18.
3 pm. One more try at the store for pin.
I swear I'm gonna rip that girls head off!
I told her I needed a pin.. Why didn't she give me one when I bought the phone 3 months ago. same girl btw..
Told her the issues I have been having every month trying to pay my bill online

The only thing she said was.
Did you want to pay your bill now ?
I said HELL NO.. I did that 4 days ago without a pin and online. That I refused to pay any processing fees or crap. .
She needs UPPER MANAGEMENT TO MAKE A HOUSE CALL ON HER [censored]

The store in Pittsbugh PA Brookline neighborhood to be exact has its hours listed online 10am to 8pm. Went up there today at 7pm and was turned away! Very very upset about this considering I spent money on uber to get there. This needs to be fixed before it happens to another customer. Now my phone will be shut off and I'll have to pay a late fee due to their mistake. Not only that but their mymetro app refuses to let me use my debit card to pay my bill, it keeps saying my care is invalid! Which is WHY I had to get to their absurd store anyhow. My card seems to work perfect everywhere else? Funny eye...they make money off of every time you have to pay in store and do not use this app?! Total crap.

Several times i am not receiving incoming phone calls, actual phonecalls or notification (not even recorded in the log). The last time my son called me 5 times urgently and i got nothing! I was not out of coverage area and we both had full bars on our phones. I was on youtube the times he called me. I am furious! Also alot of times when i try to make a call, i get a message on my screen say "Not registered on network". This has got to be the worst service in California!

I frequently use your site to make a payment each and every month. I totally understand that Metro PCS and T-Mobile are trying to do their thing enter-twining etc. I feel it is not fair to have to go to the Metro pcs stores to make a payment each month. Please get the website together. Totally unacceptable because for one we definitely have to go to the store to make your payment, you have to pay the $3.00 extra and oh yes if your use your debit card lo and behold it's another dollar. This company wow. Been with you for many, years. I ask please, please fix your website to make payments.

I went to a Metro PCS store in Lake Forest, CA
I needed to pay my bill and cancel another phone line in my family plan and the manager (Jose) was using a rude tone.

Manager Jose: If you're having a bad day then there's nothing I can do about it.

I was shocked what he said to me because I was having a fine day until he spoked to me like that in a rude tone.

I came here to pay my bill and cancel another phone line in my family plan.

I didn't come here to listen to the manager's unprofessionalism.

I told Jose that he was being rude and he was not to speak to me like that.

Then he continues talking very disrespectfully to me, he kept repeating himself to me like what what what
I can't hear you I can't hear you why are you still talking why are you still talking why are you still talking.

It was unbelievable to me.

I looked at him in the eyes and his eyes looked dilated like he under the influence of
Drugs or alcohol. I could even smell the substance coming from his body out the pores.

I felt irritated and uncomfortable and I'm never returning to that store again.

Date of Incident: 10/01/2018 after 10:34 AM