Metro by T-Mobile
Reviews and Complaints

I went to metro pcs at 7:45 pm and thr store was closed. Hours stated they were to be open til 8pm. A man came to the door and stated he was closed. I told him its open til 8 and he said well its 5 til. It was actually 7:49 at this point..i asked to get managers name n number and he said he was not guving me the information. This was was store off west florissant wnd chambers. 3/23/2018. I also have pics taken at 749 of him refusing service.

I purchased a samsung galaxy s5 phone tel # [protected]) in a metro pcs authorized dealer store... At time the I purchased the representative did not inform me that my phone was a side phone and not a company phone. He did however inform me that I will be covered by insurance which I later found out I was not because its not the actual company phone. I went back to the location to deal with the matter and they are no longer there, its currently a different business! I have now been lied to and given a run around by multiple supervisors within metro. As a customer I feel it is necessary that we are informed when purchasing a phone if it is not an actual company phone in a metro pcs store! I am a loyal customer and at some point in time I fee like I deserve some help, or I can take my complaints to a different level.
I have no phone to be contacted on, please call me at work: ms. Annecia greaves [protected] or via email [protected]@gmail.com

I purchase an 2in1 adapter from metro pcs at 879 New Britain Ave, Hartford, CT, 06106 on 3/15/18. But the exact same day I opened the pack and tried to use the product not only was the piece that you insert into your phone very loose. But also cracked so I removed it Immediately to Avoid breakage then I drove 4 miles back to the store on 3/21/18 taken a day off work to get an exchange to not only be denied but then given the run around on a product that was sold to me defected. Then They also gave me a receipt with a fake name on the top and the stores number instead of my name and number even though I gave them my name and Number (I payed my bill before the purchase). In addition the manager tried to insist maybe the person on the receipt was somebody I know even though I told him multiple times no and that everything is in my name only also the manager insisted that I broke it even though I came with the person I purchased it with and they watched me and they even saw the crack in it before I did. Now I'm out of $40 that I worked hard for even though it was there defected product and not my negligence, I didn't even have the product a week so it's within 30 days and it didn't work upon purchase. I need answer to what's going on especially what they have going on in this store cause then the manager process to call some one else and use a different language then tells me to just call customer service so I called but customer service said the store knows that they can't help with these problems and that the store has to resolve these types of issues.

On 2-12-18 I walked into the Miami Gardens location 18364 nw 7th Ave location and an employee ID Nasurullah Rashdi attended me. I walked in to check my son's phone because it wasn't charging. He plugged it into a charger for a few seconds and said it wasn't working and that the phone was non repairable. He kept on talking to my son who wasn't capable of making decisions to get the phone. Because he knew if he convinced my son the phone was going to be purchased. In all of this Mr. Rashdi knew what he was doing. He was praying on the vulnerable for the sale. Later on that day, I took my son's old phone to a repair shop that stated to me that it was only in need of a new charger. So I didn't need a new phone like Mr. Rashdi had stated! Mr. Rashdi is noone to trust. He never once mentioned of a non refundable policy. Now it all makes sense to me! Which I'm truly convinced that that's why he was rushing and pushing the sale. He not only did that but he went inside my account to see what phone I had. He put me on the spot saying how I needed an upgrade. Making me extremely uncomfortable at the time. It was non of his business to go into my account and say that. When I called for a refund for one phone after purchasing two, he told me to go back to the store no problem, when I get there, on the other hand, he points out the sign that says nonrefundable policy and says he never spoke with me and blames someone else. He was unprofessional for doing that. His actions and behavior clearly suggest that he is unethical towards the most vulnerable or the elderly. I suggest he gets evaluated and something is changed with non refundable policies because of employees like this.

I recently worked for the metro pcs in amderson on s scatterfield. The owner of that store also owns 6 w 29th street. His other employee lisa guzman and i were in a relationship at the time i started working there. On 3/5/2018 lisa guzman and myself kay guzman ended our relationship. On 3/7/2018 she used my work computer to login to my g mail and change all the passwords. She also tried so many times to access my bank account that she locked me out. I told her boss and he refuses to do anything about it. Something needs to be done about this. To my knowledge is that not illegal? She wasnt on any type of payroll or even in his system for the first year of her employment. He paid her cash every week. With no commission. He also charges and allows his employees to double charge their customers so they can pocket the money. Ive been around for a while.

I Ronald l, Robertson. My cell phone [protected] was stolen from me at the library... At which time I went to have the phone cut off... If possible can you please tract the phone, I 'went to the lost and found department to file a complaint about the zte cell phone [protected] that was stolen and made mention of cell phone, and were I'was at'at time of realizing cell phone was gone

I received a text on my phone saying "hi **** this is your local MetroPcs store, this location is now closed, feel free to visit one of our other two locations" and proceeds to list them. So I went to that store and the owner was there and I went it to ask about it. When I went in to talk I did notice alot of the shelves were empty but the computers were still on so I asked if they were really closing and if I could pay my bill that's due in a few days. This is why I'm putting complaints in everywhere possible.. his response was "How the F**k do you think you're going to pay your bill if we're closed?!" And went on to tell me how busy he is and doesn't have time for "this s***" so I replied "Well I didn't know! I got a text saying you're closed but you're still here and working on the computers so figured I could pay my bill here one more time since I don't drive or have a credit card" and his final reply was nothing but cockiness, rudeness ave swearing at me saying how he can't deal with this, he's sick of explaining himself to me but with "F***" for every other word. Now I'm not sure if this is considered a "complaint". But what I do know is that I didn't deserve to be treated like that and was so disrespectful! The worst part of this is that he's the OWNER of that location and the other two as well and something needs too be done

I received a coupon in a text message that if I change my plan to $60 and bought a new phone for $79 or more that I would receive a $50 rebate upon calling my local store and not getting a response as a store had a fax signal that came on instead of a normal ringtone. I drove out to the store and then was told that I had to pay $15 for changing to a new phone and $3 for paying for the bill to upgrade to $60 in the store. I said this was not expressed in the coupon. The store supervisor said he would waive the $3 fee, but he wouldn't waive the $15 fee, as it was Metro PCS's policy. The store rep agreed the $15 fee should have been included in the texted coupon. I called Metro PCS's 611. I was put on hold to speak to a manager. The manager never came on the phone for an hour, so I called Metro PCS again. The new representative said he didn't want to place me on hold for a manager, as it would waste more of my time, because his manager would say the $15 applies. I said I wanted to talk to a manager anyway. The phone went silent. The store closed. I couldn't get a resolution. I called Metro PCS 611 for a 3rd time, and I spoke to a new representative and said what had happened. I asked to get a credit for all the time wasted, for my gas that I used to come out to the store, and for not telling me upfront, in the coupon, that there were extra fees that applied. I was transferred to a manager. The manager almost the delighted in the fact he was not going to give me a credit. He said why should we give you a credit when you didn't even pay for a new cell phone. I said I couldn't pay for the new cell phone, because the store closed - because no one ever came on 611 after waiting an hour and then calling back, and getting hung up on. I waited for over an hour on Metro PCS. He said, well I'm sorry about that but we can't pay you for your time and your gas - when you buy a cell phone you know you're going to have to spend time and gas to go to the store. He didn't understand that my time is more valuable than getting stressed and waiting on the phone and getting hung up on or being put on hold again and again with no resolution. I asked him, "Why is Metro PCS sending out coupons without mentioning the additional fees one will have to pay?" He said - it's just a text message you have to go to the store to see what extra fees apply. If you don't like it you don't have to buy it, which is what you chose not to do. I think it's a disgrace how this was all handled tonight. I should have at least been given a $10 credit for all of this havoc. I told the last manager this would be my last month with Metro PCS. Maybe I will change my mind if MetroPCS does the right thing. By the way the representative who transferred me over to the last manager, he was awesome and I told that to the manager. I said he's probably one of the representatives I've ever had. I would have thought that that would have made the manager happy. Maybe it did, but he didn't compensate me for all the aggravation and time I spent Metro PCS made me waste my time in this case.

Have called several times about same issue
The 1-800 customer service representatives are very disrespectful and don't mind letting you know it. They really don't care and love to play games with people.

In store reps are awesome and very respectful but the 1-800 customer service experience is enough to turn a customer off for one thousand years... And counting.

The first time when I called in about my son's hotspot not working (and i've had to call several times) I was given the run around and had to call back several more times and eventually I requested a supervisor who momentarily provided a solution only after several reps. Suggested I go to the store on my lunch break!

Nevertheless the problem continues to occur after resetting password, having network refreshed and all kinds of trouble shooting techniques were performed. I was also given the wrong information a couple times.

I called them to Metro about my phone service the first phone call the lady act like she could not hear me then hung up on me the second phone call the supervisor hung up on me they keep telling me that there is a different name on my account I told them when I open the account I used my photo ID so there should be no other name except mines on the account

I purchased a brand new cell at Christmas for my Son. There was a defect in the phone. Store manager promised to have a new cell to replace the defective one. Every time I check to see if it's came it's always there over nighting it! That's been two months ago! The store manager called my sister a [censor] tonight while her other co-worker stood outside smoking while customers were waiting to be seen. I had been lied to by this unprofessional store manager who's body odor has the whole store stinking! I have ask for the store owners name and she will not give it to me! I have called MetroPCS and made a complaint that was recorded and I have YET to hear anything! I am a single mother and cancer survivor on disability and that $140 i chose to invest in Metropc for my sons Christmas was the biggest mistake! I will NEVER do business with this store again! I will be contacting the Attorny Generals office FIRST thing Monday morning!

My husband purchased a phone for me in December 2016. I never had any issues with service for an entire year. However, at the end of January 2018 during the middle of the night, my phone rang. I was quite alarmed because it was around 2am in the morning. I picked the phone up. There was no missed call. The only message was YOUR PHONE IS SNOW BEING UP DATED. THIS MAY TAKE A WHILE BEFORE YOU CAN USE YOUR PHONE. Ok. I went to sleep. The following day, all my contacts were erased. Photos, messages, etc. I could receive incoming calls, but I could not make any outgoing calls. I called Metro and explained what happened. They told me to come into the store. Unfortunately, they told me that if I did not know my Google acct. password, I would have to purchase another phone! My husband explained to me that when he purchased the phone the young lady in the store, located in Glassboro on Delsea Drive set the phone up for him! He never used a Google account! I will report this to the Better Business Bureau.

The store in East Gate mall located in East gate Ohio I have three phones on your service.When I started with you I had the phone number [protected] the guy who helped me said I couldn't keep my old number witch I believe to be a lie so he set up a new number [protected] the number isn't even close to where I live he set it up under some one Elsa's name I think it's Carry Bone with the code name Brooke witch I didn't know and was not told.They fired hem but doesn't help me any I can not get on Facebook or any social media at all I get threatening phone calls and text.tryed to change the number can't because Im not for sure who's name he has it in my card pays for it but steal can't get anything done.trieing to fix this problem but can't seem to get it done.i called customer service and when though a hour of nothing.i will be in that area wendsday I want this fixed put in my name and a 606 area code. the other phones that I pay for is working fine but steal under some one else's name needs fixed ASAP.

My boyfriend stole my cell phone and took it to this metro pcs store located on 9293 Federal Blvd, Westminster, CO 80260 on monday February 19th and left instructions for the store manager to unlock the phone he took thr receipt of purchase with my name on it. The store manager took it home tp try and unlock it for him when i found this out i went to the store on Wednesday February 21st and she refused to give me my phone even rho the phone is registered under my name. When i went to the police qnd told them what happened they said to ask for a receipt with my name on it and call them when i was there so an officer can do a standby and help me get my phone back. I finally got my bf to with me to the store and the csr there called the manager and asked if i can get my phone back. The manager asked if my bf was there. The rep said yes both of us so she gave us the phone back but the phone was reset and i am unable to use the phone anymore i feel the manager violated my privacy and violated my rights because she 1 took my phone home. And 2. Reset my phone. 3 tried unlocking for a person that had no authority and was not on the account
As it states in your privacy policy, , , , -''Under federal law, you have a right, and we have a duty, to protect the confidentiality of CPNI ... My privacy was violated and this is unacceptable i do not feel safe with this company is this the kind of managers you hire. What can you do to fix this situation. My phone number is [protected]
My email is [protected]@gmail.com

Good morning I am a new customer with your company I recently switched from another company and add a new line. I came out of pocket over $200 and less then 24 hours my phones which are iphones were not working. A warranty was put in place because no one wanted to honor that I was told I can return my phones in 7 days if I wasn't satisfied which i tried to do and was turn down. First because the young lady was new and didn't know what she was doing. Then I went to the main store in Killeen Texas and they just took the plastic off the phone and said it should work but if I damage the phone then my warrant will be voided. I don't what type of customer service is taught or spread across your company but I thought the customer is always right. I work customer service for 20 years and even if i don't agree i still honor the customers wishing. I am very disappointed and want my money back and now I was told I cannot do anything since I used the warranty. I need to be contacted before Wednesday because my 7 days will have expired by then.

I came into the Galveston TX store on 61st. Well at first I was satisfied, untill I get a text that a $6 credit had been added to my account, 4 hours later! So I call, all I keep getting told is oh the $6will be taken off next month bill. Untill Thursday, I believe his name was Mathew. Helped a lot. Listened to me to understand where the problem lied. I came back and asked for the receipt (witch I was given nothing upon purchasing the phone) and there I see. I had been charged for the case, and glass I was told was "free" and this $6. I asked the lady to help explain. She said oh that's the privacy policy. Not only did I tell her I did NoT want the policy, but she was also lying cause it would have showed in you all's system under protection plan.. help me figure out what's going on

On January 30 2018 I mailed, using USPS, a western union money order in the ammont of 52.00 from, Medford, OR. As of today, they have failed to acknowledge payment recieved. Breach of Contract. I have tried, unsuccessfully, by phone to resolve this numerous times. In fact they, customer service support, for no rreason at all, hang up or disconnect the call when I report this. This is the second month consecutively that this has happened. I have all reciepts and documentation.

This incident occurs at the metro pcs store in dallas, tx at 10455 north central expressway #106 store manager : blessing

I have been a loyal customer for 10+ years and blessing lied to me and tried to cheat me. When I complained to the corporate office they did absolutely nothing to rectify the situation. As a result, I canceled my contract and will never work with metro pcs again. I highly recommend everyone to not work with metro pcs.

I bought an IPhone 7 plus from best buy I paid it full price and activated on metro but after two months I decided to switch carrier and tried to activated it came that it was locked imei to metro pcs they said that I have to be active 90 days on metro but I didn't buy it on metro and my receipt from best buy said it's a universal IPhone I have called them for a month and they didn't give an answer they just told me to wait 3 days over and over I'm so frustrated I paid almost 800 dollars for a phone that's useless. Please somebody who can help me.

I am contacting you today to make a formal complaint in regards to the District Manager Royal Donald Sr who currently oversees the Appleton district stores. The customer service I have experienced with this man has been both abusive and discrinitory. In August my husband and myself went to see Royal in an attempt to change over our services to Metro PCS. This initial experience was frustrating and left us both feeling like we were dealing with a very inexperience employee of this corporation. From that day forward I have not been able to use my phone, having no service. I have attempted to take my phone back to Royal and several other stores in the area, all with the excuse that my phone was not unlocked. The way every person working for Metro including the District Manager Royal disregarded our concerns was appalling. This went on for over 6 months.
On my last attempt to get this issue resolved on 2/7/2018 approximate time 12:00pm I went to the store in Appleton that Royal works out of. I sat there for over an hour and a half watching both Royal and Amber the other staff working that day, fluster around trying to troubleshoot the issue, by calling the support line, something I had already done. While waiting, I also witnessed Royal make several discriminating comments about several customers who came in to pay their bill, at one time stating '' that guy is a RETARDed j[censor]" about a mentally handicapped man. Needless to say this was very upsetting.

After an hour and a half of waiting all Royal could say was that the phone was not unlocked and it needed the VPN, well this was also concerning because I would think the District Manager would know that A VPN number is only needed when a separate secure netbook within a network is needed. While waiting Amber the accociate stated to Royal that I have not had service for 6 months and have still paid my bill, at this point Royal stated " I will be crediting her account for that 6 months" This was the first GOOD EXPERience I had have had. Leaving the store that day, still having no working phone I attempted to reach out to other Metro stores and was still unsuccessful. 6 months of trying to work with this company, a promise of a credit and nothing.
The following day I again went to the store that Royal works and requested that because he was unable to provide service I would like a new SIM card put in an old phone I had. When I asked about the $150.00 credit Royal stated that because it's been over 6 months they would not credit my account because I did nothing to try and resolve the issue. I will again state I had been to several other stores to try and have this resolved. Understandably I was upset by this, but then the kicker, Royal actually charged me and addition $51.00 to activate the new SIM cards. He was rude and raised his voice with me.

I would like to speak to whom ever is over Royal Donald personally to make what I have experienced clear and to get what I was promised. The discrimination against mentally ill individuals I witnessed should be known by the public and warned that Metro employs these types of individuals. I am certain that I am not the only person who has gone through this type of treatment at this location and I am sure the news would be more than happy doing an expose and investigation on this very serious problem.

Regards,
Melissa Freeman