Metro by T-Mobile
Reviews and Complaints

Ok 2 months ago on March 9th I called the customer service line from my phone. I explained that I was having trouble receiving calls and sending txts. They had me go to settings and do some stuff to it but then we got disconnected. So I called back and went through the same thing again only to get dropped. Today 5-26-18 I have spoken to now 8 people, on hold right now as I'm writing this ( have been on hold waiting for A Supervisor for 54 minutes nd counting) gone to a Metro store only to be told they could not help me to call Customer service. So right now I still have a major issue with my phone and I'm on the line waiting for a person in charge going on 1hr. This is a joke not one person could help me and I finally realize you all don't give a damn about your customer's. I guess now I will go to the better business bureau file a complaint then take it to the News till someone will actually give Damn. Thank you one very PISSED OFF UNSATISFIED CUSTOMER.

I paid my bill less than 10 days ago and service has been suspended for non payment. I am homeless and rely on my phone heavily.Ive spent hours trying to get help with customer service and all employees have been rude/wont help. They send me to an automated phone line where my only option is to pay my bill Again. 816.874.9903 please turn my phone back on.

For the last three months my service was being shut off on the 25th of every month. SSI don't come till the third. So I would turn my phone on and 22 days later they would shut it off again.when I tried to get them to fix the problem, they tried to charge me more money. As far as I'm concerned metro PCS has been knowingly ripping me off. They don't care about the fact I have been a customer for 4 years. It's a shame that I will be telling all of my friends and family that metro PCS are a crappy company. I will also posting to my twittermy 15 k followers will repost and retweet this for me. Also my 700 friends on Facebook. I will be filing a report with the BBB also. I'm not happy at all. I will spend the last 12 hours of my service getting my money's worth out of this company. And will be dropping everything on our YouTube channel. With our 300 k followers. Will also send this to our friends at you tube. Sincerely the guy you shouldn't have ripped off.

When I went to pay my bill in April, I was told I could add a line and get unlimited data for $100 a month. Since my bill at the time was $85, this seemed a great deal. The agent at the store assured me that there was no other change to my plan.
After I had my new phone a few weeks, I tried to use the "hot spot" feature, only to discover I didn't have it. I went back to the store because I thought it was a mistake and was told my "new" plan didn't come with hot spot. When I told them what I was told when I signed up for the plan, they said the only way I could get hot spot was for an additional $35. That meant my bill would have jumped $50 instead of the $15 I was told. When I told them I had been mislead they said there was nothing they could do. The woman at the store called customer service and they said the same $135 a month if I wanted hot spot, even though they all acknowledged that I "might" have been mislead.

I then said "Put me back on my former plan and leave it at that!" They told me that was impossible and that I had to deal with it.

I hate the way these people treated me, lied to me, and then said "Oh, well, it is what it is!" This is definitely not the company for me if that's what they think about their customers. I want my old plan back! If that's not going to happen, as the store agent so arrogantly proclaimed, it's time to find a new company! Of course, these big companies don't really care about their individual customers so I know they're not about to do anything about the way I was treated:

My bill is the same every month for the $50 plan and for some reason this month I owe 88 to restore my service. I am on an extension and I called customer service which the automated system refused to transfer me to a live agent until I said I was paying my bill. I then spoke with a man and I received a message saying his name was Anthony. I explained my situation he placed me on long hold to check account and then told me I only paid $12 for last month service so I owe the remainder okus this month. I went on to explain to him I had no knowledge of that small amount being taken I thought the full amount was taken because that has never happened before. He told me he knows I know about it and if I so called made a full payment then give him the confirmation number. And kept repeating scenarios as if I stole service or was lying when all I asked for was him to clarify because it didn't make sense and that's never happened to me before. So after I told him not to speak to me like that and transfer me to someone nice enough to help me. He then placed me on hold. No one has spoken or transferred me and I am still on the line in silence waiting for an apology and proper service. I am disgusted with this interaction and whole ordeal. I will never use this service again and I promise to blog and info

I walked into the metro pcs location at 167th street, in Bronx, New York with my 3 year old son to pay my monthly bill. The first time I went to pay my bill, I was told to wait as he continued on a personal phone call on his headphones. I said again, "Excuse me, I would like to pay my phone bill. Will there be any extra charges?" I asked because I know it's not an official metro pcs dealership. He became irritated and told me I have to wait until he finished with the man after me. I left to go finish my other errands. I came back, the worker, still on the phone asked for my phone number. I said it. He asked me to repeat it because he couldn't hear it, he was on a phone call. I said my number really slow, he got mad and said he didn't have time for me and he didn't like my attitude. I explained that I had an attitude because of his rudeness. I finally left the store. I asked my son to wait outside of the door so I could take his picture and that's when he told me he's going to cut off my phone because he has my number.

While planning our trip to London we realized our current cell phones/carrier would not work there. We contacted several pay-as-you-go providers to purchase one month of service to use while in London. We found information online that Metro PCS worked in Europe. We contacted our local Metro PCS store and I detailed to them our need for a short term use phone that would provide the same service (calls, text, internet and GPS) in London as here in the US. They said if we added the extra $10 international service it would work. So we went to the store and made the purchase. We discussed again with the two young men at the store our specific needs for the phone especially the need for it to work in the city of London. They assured me it would. Well, it did not work. The day we arrived, I called their customer support and they informed me that London was not in their coverage area. So, we paid $80 for nothing. Even on Wifi at the hotel I couldn't use the phone, even though their info indicated Wifi calling was available. I couldn't even send emails from it over Wifi. We have been home 3 days now and called at least 7 times to their customer service line. They won't do anything for us except offer 10 days of calling credit, which does us no good since we have our phone service through a different provider and only wanted this phone to use for our trip.

After 45 minutes of jabbering, my problem (no internet service for 2 days) still wasn't fixed. She kept asking redundant questions, which I answered right the first time, but wouldn't believe me. She insulted my intelligence; when I told her I have a BA, she replied she was higher than I. I called to have a problem resolved not to listen to her constantly OVER talk me. She SHOULD NOT be an operator. She doesn't know HOW TO LISTEN. Maybe it's her own voice she likes to hear. I hung up (without my problem fixed) after I said I was done with her.

I switched to MetroPCS just a couple days ago. When switching I chose the ZTE Avid since it was free with switching. I knew they had it in stock however they gave me a Coolpad phone and I am extremely unhappy with it. They were checking to see if it would be cheaper for the coolpad instead of the ZTE however they were the same price and would not give me the ZTE. This phone is consistently failing me. No apps work. It is way too slow and does not have enough storage space. It is always turning off even when charge is full.

Hello,

I am a customer that asked for a refund on Friday, May 5, 2018, which is the same day of purchase. I was forced into a bait-and-switch scheme by a male store manager at one of your Metro PCS in Houston, TX. I was given a phone option to purchase and then another phone was activated and forced upon me to take. I called customer service 2 to 3 hours later once I got out of traffic and home so that I could get a refund. A lady named Alysia, a Metro PCS customer service agent, acted as if she refunded everything and then said she could not send me a confirmation email because they could not do that from their system. She told me the $61.28 would be given back immediately or I could get a paper check mailed.

On Saturday, May 5, 2017 I called again to check the status of my refund and get an email confirmation. Another lady says she can't send the paper check refund and I have to go back to the same store that I received the forced product from. She "made notes in the stores system to refund me the $61.28 immediately." The store manager is very rude, abrasive, and yells at you. I am a small, petite female that he bullied and badgered. I want absolutely nothing to do with the whole company. ALL I want is my money back for the unfair practices and horrific customer service that the male store manager gave me that evening.

Please contact me through email. I have not used the phone or service since I purchased it, which I did not want to do because I already had a phone in hand and only needed it activated. He said He could not activate it because his system was having problems. I bought that phone from the Boost Mobile store and have had no problems getting it activated ever. He showed me a phone and then forced me into then another phone and company! I did not need either! He needs retraining because he would not allow the sales lady to hand me my cash back. He intimidated her greatly, and I understand because she has to work with the big guy.

You can check the account and activity. There has been no activity on the phone because after the forced purchase I turned the phone completely off and removed the battery. I have been lied to and given fake promises since the day of forced purchase. It has bern a week today because of that! The security pin, the security code/question and answer I did not set up. He did it all after I grabbed the product highly dismayed with the service and left his store. He gave me no receipt, no respect, no good customer service, not the phone he showed me, and no choice in this matter. Please, do what is right and return my $90.00 and take your product back. I will be out of town for the weekend but hope that this matter will be resolved by Monday, May 14, 2018.

Thank you.

This is the account information that I received from the untruthful customer care ladies.

Phone number: [protected]
The battery is out of the phone and everything in the box.

Account number: Not known.

Security code: [protected] (He set all of this up)

Security answer: kgo

Security question: What elementary did you attend?

It has been seven months now that I have been unable to pay my cell phone bill online! I am beyond angry at this point. No on in these stores or this company have of any real help. There should be no reason for what they call "black listing" some ones card! I was told by the manager and two employees that they fixed it last month in April, but when I went to pay my bill for May it didn't work! I have contacted my bank and over 10 different people from Metro PCS that my issue would be resolved. So now after dealing with this crap for seven months I'm done and the rest of my family is too. Your customer service is horrible!

I have been with metro since 2015 and to this day I am still paying an additional 3 dollars a month because of your issues with navy federal banking. Having to pay cash at a store is beginning to be more than it's worth to me. Im paying almost another whole payment a year for my inconvenience. How does that work? I keep the unlimited plan with insurance and dont think it faor that nothing has been done at all about it.
Charles Briggs [protected].

So today, on May 7, 2018, I made a call to 611 through the my metro app on my phone to get a second 48 hour extension until I was able to pay my bill. A customer service representative by the name of Ivan answered the phone. When he asked me my name I told him my name which was CLEARLY A FEMALE NAME. He then addressed me as Mr. Johnson even after I corrected him. I felt very disrespected that he would address me a male when I am CLEARLY A FEMALE. My birth certificate clearly says that I am a female. When I take the mobile survey, I will be sure to give him a low customer performance review because that was absolutely unacceptable.

To whom this may concern I think the supervisors for the customer service line for Metro PCS is very unprofessional I had an issue today with my phone and I called Metro PCS and got nothing but rudeness also I feel that their insurance is fake it's a rip-off and I want to dispute all the money that I paid into their insurance I want my money back I will do whatever it takes to get my money back I do not recommend anybody get service with MetroPCS. My phone is Messed up i have insurance on but i still have to pay. So i asked them to cut the insurance off the wont. So there going to still charge me thats not right. I want my money back. Forget they service.. Sucks!

I bought a brand new blade max 1 month ago never dropped it and it will not charge went to a metro store and said they can do nothing for me it is not right to have the phone only 1 month and have to pay for another upgrade it is not right especially if you paid over 200 dollars on the phone and for the company not even offer to help replace a defective product

I went in to buy a new phone at Metro pcs on central ave and evergreen place in east orange nj. I asked the salesgirl at the desk if i could see the samsung j5. She said why do you need to see it, the display is right there. I said i want to see it to purchase it. She said well if you want to see it you will just ha e to look at the display. She was very rude and the two other associates were laughing with her. I had to go to another store. I think they were too young to be effective sales associates.

On Monday, April 30, I bought a phone from the 202 E Main St, Patchogue store. The saleslady gave me the paperwork in Spanish without telling me (which, admittedly, I signed without noticing). I went back on Thursday, May 3rd, and a different saleslady was there. I told her I wanted the paperwork in English, and right away, she had a look like she didn't want to. After observing the paperwork closely to see if I really bought it there, she said with an attitude, "Why do you want this in English? This paperwork is nothing." I told her I wanted to know what I was signing, that's why. If she really feels it's nothing, how does she feel about the companies policies and procedures and customer service? She gave a quick glance underneath the desk and said she was out of the paperwork and that I should come back Monday. If she wasn't lying, then that means they are giving out paperwork in Spanish for at least five days and that the manager is doing a poor job by not simply ordering more. If she was lying, then these ladies are using your store as a platform form their misguided form of social activism and need to be reprimanded. I will go back on Monday to see if the paperwork is there.

Metro pcs provided false information about the insurance program I bought and put the insurance on the wrong phone line. I bought a new phone from them and asked for insurance on it but they put the insurance on the other phone line on my plan. My new phone broke and now they say they can't replace it because the insurance was put on the other phone line which was their mistake. They told me they can't do anything about it even though their employee made the mistake putting the insurance on the wrong phone line. Now I have to buy a new phone which is ridiculous cuz I should of gotten a replacement with the insurance I bought. I've been a customer of theirs for 8 years and now they lost my business

They have too many fees for EVERYTHING! Customer service is not their priority. I needed to change my plan to a lower payment for this month only. I got three different texts telling me I had to pay three different amounts. I called them BEFORE my billing cycle ended to get advice on what to do. I followed his instructions exactly as he told me. Then I received those texts and was confused on what I had to pay. When your account is "suspended" it is impossible to actually speak to someone. So, I had to call from a different phone just to get a "Customer service agent" on the phone. That, in itself, is RIDICULOUS! How is someone supposed to pay their bill when they send three different amounts due? I had to go without any kind of service for half a day until I could get a different phone just to find out how much money they wanted. After 25 minutes on the phone with this lady, I was told the amount I had to pay. Since I was changing my package to a cheaper one, I was supposed to get 2GB of high speed internet. They have a feature where you can get two 48 hour extensions before you have to pay the bill for next month. This goes back to the original phone call I made BEFORE my bill was due. That guy told me to stay with the unlimited plan until AFTER those 2 extensions and then choose the option to change my package to the one where I would get the 2GB of high speed data. This is EXACTLY what I did. I mentioned all that in the phone call to the agent on the day my service was suspended, after the extensions, and asked her what I had to pay to make sure I was going to receive to 2GB of high speed data. I told her if I couldn't get it for the price the package costs per month, without any extra fees that they seem to always add on, then I was going to cancel my service with metropcs and go back to my old company. She gave me an amount and I paid it immediately. My phone came back on and I was under the impression that everything was good. Since I was only going to have 2GB of high speed internet, I didn't use it if I had the ability to use WiFi instead. Then, yesterday, I was in a position where I had to use my data. It was going very slow. I gave them the benefit of the doubt and thought maybe my phone needed maintenance. So, I did my device maintenance and cleaned it out. Again today I needed to use my data and again it was extremely slow. Therefore, I called them to find out why. That's when I was told, FOR THE FIRST TIME (and I had talked to 2 customer service agents prior to this about the need to change my plan this month), that all data that I had used since the original bill due date, before I even changed my plan and what had to be during the (2) 48 hour extensions (That I was told to use and NEVER told would come out of the next months data) counted towards my 2GB of high speed data for this new billing cycle. Not to mention, there is no way I used 2GB of data in 4 days. When I explained all this to the 3rd person I spoke to I was told that was that and nothing would be done. That's not fair at all. I wouldn't have given them a dime if this would have been explained to me by the person I spoke to the day I paid my bill. Also, in order to go back to the unlimited package next month, there is a fee I would have to pay. I have never experienced such bad customer service from a provider before and I've had cell phone since 2004. I WILL NOT stay with this company when this billing cycle is over. I regret leaving VIRGIN MOBILE very very much!

So on April 1st 2018 I went to the corporate metro pcs store on s federal in Deerfield beach to transfer my line from AT&T to meteopcs... worst thing I ever did! The agent that was helping me transferred all my photos to his email from my Google while he was transferring my info from my old phone to my new phone, stored his phone under my Google device and contacted me to tell me how beautiful he thought I was. I have yet made a report to the sheriff's office but they're telling me there's nothing they can do because I gave him my password to transfer my info... So pretty much its o.k. that he stole my personal photos and shared them to satisfy his sick perverted needs. Metro pcs has not gotten back to me about what the outcome will be. Be very careful! And after I was begging him to delete my photos from his possession he did tell me it's something that he has done before. I showed Metro pcs all the text and screenshot from my phone and although he was suspended I can't seem to get anymore info about that case. This is crazy and I'm so disappointed and terrified about this situation and I hope it doesn't happen to anyone else.