Metro by T-Mobile
Reviews and Complaints

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

Arrive at store to ask for information and asked about the difference of Hotspot service and Data usage and the employee explain it very broadly and acted like I was an irritating customer which the conversation only lasted like 3 min and called MetroPCS later to ask for the same information and they explained it very detailed and very courteous and respectful aside form the employee that was at the store.
The incident was between the times of 6pm-7pm. In the attached photos you will find the exact location of the retail store.

The worst phone servive ever treat you like a contract paid my month service to have my phone back on was supposed to be 30.00 was 46.00 and 7 days later shut me off when i paid over my month service are they that hard up never should have left Boost i guess metro pc doesn't want my business and of course you call customer service can't tAlk to a live person Gp Figure

I call metro pcs an and told them that I was making a payment to somebody else's phone for a whole year what can I do so they checked it and told me I cannot do nothing so what I did I called call back again and ask him can I get the money but at least towards my payment they come telling me no because there was a lot of money so now this is not right and it is not fair as a customer paying somebody else's telephone bill which I did not know and it did not tell me every time I make a payment so what can I do to get the money put on for but when I make payment or what

At Tyrone Mall Metro PCS store on 2/3/18 I was treated very bad by your representative named Mohamed.
He didn't want to help me, when the other rep tried to do it, he slapped her on the hand, he screamed at her and when I said that is not the way to treat clients he said "I don't care".
When I asked the telephone number of customer service he started screaming at me as well. I told him I will call the mall security and he said "Go ahead ".
I can't believe these kind of people are helping clients.
Please, do something about this person.
He doesn't deserve to work in your respected company.
Thank you

Originally my wife and I had wanted the lg aristo when I went in and stated which phones we wanted they said I would have to pay a down deposit to hold the phones and I did I paid half down. Mind you this was only to hold them less than 24 hours till I got paid. when we went in the following day, I walked up and told them my name but that I wanted one lg aristo and on samsung j7. They said they were sold out of the Samsung j7. But if I wanted I could go to another location and see if they had any left. I said no thank you ill just pay the rest for the two lg aristo. They said sorry were out ofthat! After that I just needed my phone I had to get back to wOrk. we had to leave with two of the worst phones on they market. I made a complaint the the tool free number they said they would have them switch it out they just needed to speak with the store manager. I spoke with him and he stated he would await their call I called the tool free number back and told them he was waiting and after a few hours I wanted to knOw what to do and the toll free number people told me they couldn't reach him so by this point we were set Past the so many hour rule in the warranty. Now they have us paying for less data than anyone else and cost us more for it? And we live in a 4glte zone by Thier own map and still have no signal.

The sales guy in Bremerton, Wa. On callow street told me the Lg K20 was a good phone cause they were out of the Samsung j-3 when i switched from straighttalk to metro pcs on 12-29-2017 well i ask the sales dude to make my bill payment on the 1st of each month noo he couldnt do it, instead of charging me an extra $12 dollars so it could be on the 1st no i had to be suspended on the 28th of January 2018 so my grip is why didnt your sales person do what i asked and also give me the samsung j-3 ? I see how it is your company likes to take advantage of an older lady like myself. Shame on you. My phone# is [protected] in case you wanna make it up to me which i doubt. BBB here i come

a representative i talked too by the name of mandy or mindy i talked to her and she said i had to pay the 64 dollars and then it would go back to 40 dollar plan and it was in the negative then i talked to some guy he was able to do a claim to refund me my money she didn't know what she was doing i want her fired i didn't get a survey if i had one i would rate her at at a 0 for her lck of not knowing to do her job i told her it was in the negative and she said i had to pay it i am so outraged

Purchased a new phone w/accessories. After having the phone for a few days it would not turn on or charge. I tried to return the phone and was told I couldn't. The only option given was to receive a replacement phone since it was under warranty. I do not want the same phone. Why would I want the same phone that clearly has issues? I wanted a different phone and would pay the difference. I was told if I wanted a different phone I would have to purchase it outright. There was no refunds or exchanged. So basically I was stuck with the phone. I was told I could get a replacement phone and that is it. Well the day I went to the corporate office they did not have the phone in stock. The CSR supposively ordered me a new phone. I was suppose to receive a call from Metro once the new phone arrived. It's been 2wks and I have not received a phone call. I have been using my old phone with a cracked screen. Even after I spent almost $200 on a new phone and accessories. The customer service sucks. I don't understand how this company can get away with so many complaints. Well I went to another cellular company. I will NEVER use Metro PCS again!

I lost my phone on the 01/07/18 I call and cancel my service so no one would use my phone the next I went to the store to purchase a new phone the guy would not let me buy a phone of my choice for upgrade he said I would have tp get anew number and pay all fees not to mention I just pay my phone bill on the 1/02/18 so I was force to go to verizon I had been with metro pc for years I think they need to be better trained instead of alway looking for a Commission

I've never worked with such a disrespectful manager in my life who brings their personal problems to work and let that affect their attitude towards others. I find it not fair how this company let this go on for so long without a comment being made about it. This manager used cuss words at me more than once and I can't tolerate such a abuse anymore. If you want to know what this is about you guys will you do your best to get in contact.

My service was interrupted due to metro automatic system errors. Called to speak to CS. Worst experience ever. Will take all my business to other company. Rude customer service. Poor help from anyone. Losing so much money because of a metro system error. I will make sure i let anyone i know with a metro pcs service that they should switch. Metro is not the go to company anymore. I have been with them for over 10 years and still get treated like nothing...

I just received a phone call from a man screaming at me, I asked who is this? He said Jamie's boyfriend. The store manager of your Lewiston Maine location. She and I had a personal private agreement and I now feel threatened. Is this policy to allow this behavior? Now she, Jamie is texting me ad harassing me, I asked her to stop harassing me and I am filing a complaint. How many other people are aloud to call me that aren't employees or do you just give out people's phone numbers? I'm not even sure I want metro PCs anymore. Am I going to continue to be harassed? I'm afraid to go into the store now to even pay my bill. I am a disabled woman and don't need it deserve, please contact me [protected]

My self and husband went into metro pcs store in Hemet employee assted us I explained my daughter gave me her phone it's not active now but my daughter reset the phone wiped it all told her I want to turn it on but if I do that will I still have to sign into the goggle acct once on phone or will it let me start all over because my daughter don't remember the acct once on the phone no way of signing back into old acct on that phone she said no problem took the phone put in info collected payment for adding a line to my husband acct handed ne the phone back said all set I walked outside to get my phone all set up and couldn't because if the goggle acct info it needed went right back in told her I can't get my phone going because it needs old acct for goggle I told you I didn't and can't get she said oh well than phones no good walked away went to another store they couldn't help went back to the first store another employee called manager they told me all I can do is upgrade phone or lose that money I paid to get my phone to work it's really upsetting they screwed up I had to pay two times more money so I didn't lose the money I already paid pior to doing that and they couldn't even discount any thing or offer me a case or glass protector nothing I and my husband are so upset the employee didn't care about anything but making a sell than screwing us even worse bull ! So I feel that we should of been confasated some thing for the incoveance and hassle and having put out more money we didn't have to put out too it really B S it's so much headache we might be changing our services next month because we feel it's only about taking money not your costomers

Hello my name is Jillian Ford, roughly two weeks ago I brought my phone to the metro store on highland road, Baton Rouge, la. It was getting hot and not charging, told them it was still under warranty. They agreed to replace phone said it would take a little longer because of holiday and I'd have to pay $17 p&h. I said OK... After Christmas I call they say oh phone not here call back... I called for a week or so.. Thursday I was informed my phone had come in, someone called the broken phone got no answer so they sent my phone back. I supplied them with an alternate number as there are two lines on my account. This is sheer incompetence... I think my situation should have been handled better. Now I have to wait another week for my phone. Why should I still have to pay handling for this inconvenience? This is ridiculous!