Metro by T-Mobile
Reviews and Complaints

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

I am 61 yea rold man. A retired msgt of the us airforce. Disabled with a medical condition. On 9/27/2018 around 4:40 pm. I entered the metro pcs store located at 191 s. High street in columbus, ohio 43207. I noticed that store was extremely hot inside. I asked the associate there miss patty. Could she switch the air conditioner on. Miss patty stated in a very rude tone of voice no! She then said the air conditioner made her sick. Other customers behind me were complaining about the same issue as well. I have spoken with my counsel concerning this matter. Please keep in mind that this problem has been going on since the very beginning of summer. Miss patty acts as if she has no sympathy what soever for the valued customers who come there. My mother mrs. Jeanette james who is 87 years old with severe knee pain sends me in to pay her monthly bill. [protected]. If miss patty continue to distribute this type of behavior. I will take my bussiness some place else. Please send some feedback about this issue at hand. Sonny jackson... My email address is [protected]@aol.com... Thankyou

Spent 2 days almost for Representatives after these idiots tell me that my bank is a reason why my payment didn't go through but their system was down and they decided to deny my payment but it's still pending on my account and it's going to post. Now I had to dispute to get the money back to resubmit the payment because Metro doesn't want to do anything but blame the bank and the customer. Pay my bill on time all the time argue with people who barely understand or comprehend just regurgitating the same information instead of rectifying the situation. And now these are trying to suspend my phone for their error on top of all of them admitting that it's their error but still they want to say it's my fault and then I'm the one suffering. I've been with Metro if I don't know how long since high school almost and now they want to pull some crap and wonder why people say Metro sucks. I'm going to be looking for a new phone company this weekend

9/24/18
[protected]
I am trying to take my phone out of MetroPCS because I decided to change providers. Anyways I had purchased my phone with Metropcs and it was paid in full in one shot. There was no lease or any other sort of agreement. I bought the phone and had service with MetroPCS. Before today I have had service with MetroPCS for over 5+ years. Well anyways I try to change my service and take MY phone that I paid for in FULL to another service provider. When I went to do this, Metro decides to tell me for the first time that I cannot unlock my phone from them for another 50 and some days. They explain to me that because I bought the phone with them that I had to have it under their service for 180 days and there was no way that I could pay my way out of it or do anything except be stuck with them for another 50ish days. What really infuriates me is that when I went to buy my phone at Metro nowhere did they tell me or make me sign a document or policy, or even a terms and conditions that states that I would have to maintain service with them for 180 days to be able to unlock my phone. I believe it is outright wrong to force someone to have to maintain a service with a provider simply because you bought the phone in their store even though I was not given any nor did I sign any agreements to have this phone under their jurisdiction/service for 180 days. I personally would have never bought the phone if this was the case. Now all I would like to do is to simply unlock my phone from MetroPCS...

I live in Cleveland Ohio, but I work in Solon Ohio. When I am home my internet is good. But when I'm at work I don't get any signal.
Even when I was in Las Vegas my internet was good. But in Solon Ohio I couldn't get any signal.
Please do all that you can do to make this matter right.
Thank you.
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I transfered 4 phones from spring to metro pcs last month. There was a promotion for 3rd line free. $100 rebate for transferring new line and $100 instant rebate. $49 for an I phone 6. I had iphones. With Sprint and that is why I transferred to metro because off the promotion. I am from Connecticut and no one had 4 iphone 6 in stock. I called a corporate store in Massachusettes and they did. I drove there and when I arrived the salesperson told me that I misunderstood the promotion. But he can give me 4 free phones. The next day I called to speak to a supervisor to exchange the phone but I had used one hour of talk time therefore I wasnt able to. She did acknowledge the mistake her sales rep made but there was nothing that can be done . I am upset that I was manipulated and misled. I am very disappointed that I allowed this to happen because I are an honest person and nobody deserves to be taken for a fool

I am not a happy Metro PCS customer I've been a customer for quite some time now yet I have not been able to receive or get text picture messages so I'm not a happy customer I'm asking to replace my phone numerous times they don't want to replace my telephone so I'm still not a happy customer customer satisfaction supposed to be one of your best and most foremost thing that I don't believe it is with you folks so I'm considering switching plans because of the option here of not being able to get my phone replaced so I believe that you need to replace my telephone to make me happy and my telephone number is [protected]