Metro by T-Mobile
Reviews and Complaints

THIS COMPANY IS AWFUL Orangeburg SC No one helps only to take your money for the phone bill I'm always told to contact Customer Service which hardly ever answer the phone and when they do the person English is Terrible This Awful service happened again today 6/30/23. I am going on Social Media to spread the word THIS Company is Absolutely Insufficient 😡

I am so sick and tired of all the lies about 5g. 99% of the time we have NO SERVICE. What happened to 99.9% coverage? You removed the ONLY viable tower in my area that used to be owned by Sprint, so NOW we have the worst cell coverage i have ever seen in a rural area. You have 3 Towers overlapping my area and our phone continue to connect, search, reconnect every 15-30 seconds, essentially making EVERYTHING that uses the internet think it has NO INTERNET. This has been ongoing for over 18 months now. I have opened up over 20 tickets on the issues, in less than 24 hours the tkts are closed and marked as 'resolved' when they are in fact NOT actually doing anything. I have months and months of logs from an app that runs 24/7 logging everything between the UE and tower equipment. I have asked for a tech to contact me EVERY time i make a ticket with them and not one time have i received anything back from them. Tmobile home internet is also [censored] because they STILL can't figure out how to fix the CA(carrier aggregation) issues. For this lying to have gone on so long now is absurd. Why are they allowed to continue defrauding and lying to customers?

I am filing this complaint in regard to Metro lack of communication in regard to removing a product in which they offered. My phone package included free subscription to Amazon Prime and as of December 26, 2022, Metro no longer paid for my subscription. I have been charged $99.81 for my Prime membership. Those charges are from Jan through June and Metro has refused to compensate me for their mistake and lack of communication. I called and spoke to a representative that advised me that the contract had ceased between Metro and Amazon only to learn that was not true after speaking with a supervisor name Oliver. Once again misleading information is a violation of CFPB and FDCPA. I was not treated with great respect as well as being rushed off the phone. I was also told the supervisors were not available and were in a meeting and in fact they were available. After I advise the rep that I would hold, and I was filing a formal complaint then the supervisor took the call. Plenty of areas opportunity. Treatment of such will force this complaint to go public as well as a formal complaint to the Attorney General, FCC, CFPB and the BBB. I asked that I receive a formal apology as well as reimbursement.

@3124 N first st Abilene, TX , June 19, 2023 approx 11am CT. While being instructed by phone support to visit store , store employee refuses to speak with tele support, refuses me services, threatens me, and calls the police ALL WHILE METRO BY TMOBILE TELE SUPPORT IS REQUESTING TO SPEAK WITH HER about an ongoing and very serious matter that has been compromising my personal information FOR YEARS. I finally think I’m going to resolve this , I was wrong. Subjected to would could be criminal negligence and discrimination while being humiliated and harassed for being a customer of METRO BY TMOBILE.

So I have 4 lines on with this company and now all of a sudden one specific line 8405 isn't working. My bill has been timely but their service definitely isn't. We've spoken to over 4 representatives today to try and change thr IMEI number for the phone which was input in the system by the direct store incorrectly. Then they tried charging me $25 to change it. Now they're unable to get the phone an ESim because they failed to put one in in the first place. I've never in my life had to go through such a hassle with a company. I've been with T-mobile for over 15 years but the little company Metro by T-mobile sucks. They need to get their stuff together quickly or I'm taking my money and all of my lines to a new carrier.

This is a Complaint as it pertains to Metro by T- Mobile (metroPCS): Customer service agent on (06/12/2023), mislead their mission to protect customers' privacy account information and shared with third parties the customer's Metro by T- Mobile customer phone account information. The agent persuasively, tried to erroneously, get customer to file a claim with Assurant Insurance Company; when it was not needed or necessary, based on the reason for call; customer refused the agent's request and asked for additional information of complaint department contact information. The Metro by T-Mobile (metroPCS) tried to push: Assurant Insurance Company information, instead of providing Complaint Department contact information. The Metro by T-mobile mislead and misrepresented her job role. Customer asked to speak with supervisor, who provided the correct information. This is a true statement to the best of my knowledge and belief, regarding this Complaint.

This is Not a filing of a claim.

Hey I was in metro PCs store today and one of my friend came home and told me that the employees had a nasty attitude's today she wanted to get her phone number change too another company and thay both said they were not changing anyone else phone number today and thay needs to have a nicer attitude if you are going too work in a retail stores and wait on people the store L-Wireless 456 Church St North Concord NC 28025 phone number is [protected] from Ann caldwell one of my friends where in metro PCs store today

Hello,

Today at 10:15am, I went to the 340 South Main street location in Fall River Massachusetts. Upon arriving there was a man and a woman who greeted me. I explained that I was there to start a new account and wanted a specific phone. The woman got the phone for me and then went over to the wall and started to get a case and a screen protector. I explained that I did not want those products and I was told by both employees that it was "all included." I then agreed.

I had already looked up online what the cost of the phone and the plan was and it came out to 76.24$

The cost at the store was 172.50$

I asked why the price was so high and mentioned the online pricing. The male employee replied that "he was not aware of any of the online prices." He said that maybe online doesn't charge an activation fee." I asked what the fee was and he said it was 25$ I explained that i would be willing to pay the 100$ but not the 172.50$ I then asked if they could explain to me what all the costs were, I was then told by the male employee to "just go but it online and we are not going to make a commotion." He continued to interrupt me and speak over me and offer me a "free phone" and I explained I wanted a specific phone.

The employees were very unprofessional and it was a poor experience for a potential new account.

On November 18 2022 I was a victim of a SIM Swap Scam. The fraudsters were somehow able to convince a member of Metro PCS customer service to switch my SIM with a device that the fraudsters had. A deep dive into this issue myself I have learned that the fraudsters switched handsets and SIM a total of three times between the hours of 3pm and 7:30pm. Fraud should have been detected!

I have spoke with Customer Service dozens and dozens of times with no resolution. I was recently told by a supervisor to get a lawyer and hung up on . On Jan 9 , 2023 I filed a Incident Report [protected] , that was ignored with no response or resolution.

As a result of this scam I have suffered a loss of $1405.00 via my Bank of America Zelle. I have been denied on my claim three times.

The fraudsters open accounts in my name that I am still handling.

If it says iPhone 11 on us doesn’t that sound free? On the main Metro website you dont get the fine print. It takes Googling to find fine print of an advertisement. Store did not honor advertisement online after employee quoted me $105 via phone I had to pay $201. I had already chosen to transfer my service so I had to move forward yet I could barely afford to eat after that. Another employee said each store sets their own price. I called Metro customer service and sure enough was told they cant make a store hold up their end on an offer? But fo they disclose that online? Really upsetting as a new customer. Conveniently I could never get a hold of the employee who quoted me $105 ever again.

On may 15 and 18 I called metro about a discount I was suppose to receive they gave me misinformation. I asked before I left about the free phone and I was told it was posted to my account. It was not. I was told I qualified for a discount and a upgrade. Number changed may cost you because metro is changing their rules when I went to the store. I then called and ask for a number change. This inept nasty customer service person tells me since I had a recent number change I would be chaged $15.00. What? I have had my phone ported twice to another carrier my phone hacked twice. Its like I have a old fashion party line! The person lives in my building so I asked to change the number. Lots of kick back from customer service who disconnected me. I told him to remove me from scam shield it doesn't work credit my account. They did and then today may 19 8:45 am they disconnect my phone for $11.00. The phone change was suppose to be free I paid today. I hate this company and their new policies.

My mother bought a phone from metro,she is 89yrs old.After about 4 months phone stopped working. It was still under warranty. We took it to the store phone was purchased from for an exchange, we where told to leave the old phone and wait for the new one. Went back and received the same phone back and they claimed it was replaced .they charged her for activation fees and supposedly for the new phone and that phone does not work either. Guess it's the same phone she dropped off with the same problem. Custom services was clueless on what to do SMH

I have been with this company for 7 years I went in to pay my bill two weeks early when we got there we where told the bill was 42.00 dollars the service had went up okay we paid the person working in the store gave us two receipts one for 17.00 and one for 25.00 with a different phone number we question it he said the computer was down they where acting up and he had to do that way there was nothing else he could do but promised that we wouldn't have to pay anything next month even when I received the same text on my phone drove back to the store told the same thing went online to look at my account thinking about paying early again and there was a second line added to my account without my authorization and I was being charged for it that where the extra payment came in I was told when called customer service I was to about 5 different stories I was told I set up the line it waa my phone I need to call it and find out who has it I never authorized a second line now am told there nothing they can do about the extra money I paid I just lost it

If not going to maintain a business then shut it down. I went into Metro PC to get me a upgrade twice in one day to get me a upgrade that's $499

This employee (porsha)

Told me to wait she's on a personal call.

I even enlightened her that I have my own Business and customer first. Remind me she had on speaker phone when the person she was talking to on phone told her he will call her back it's not that serious. She may thought $89 dollars not good for Metro PC. Other customers had left as well.I didn't get any service and that's the only one nearby me that's open in my town. Y'all need to do something about her. When u do let me know.

This happened on March 22 2023 around 4pm. First of all I went into the store at Southridge mall in Des Moines and the kids working there were completely unprofessional and very rude. I felt like I was just taking up their time. They had very loud music playing and acted like they didn't care and basically said i cant help you... turn your volume down if you dont want to hear the beeping. I havent been receiving phone calls for 3 days now. And can get noone to help me or even acknowledge me. I have a family memeber in jail and cant get any calls from him. When i told them that she dropped my phone like it was on fire and said i cant help you. And would not even look at me. Then the man at 611 was also very rude and uncaring. I have had nothing but problems since we started with you guys. We have 3 lines and wifi with you guys but I am thinking of switching companies to someone who is compassionate and actually wants to help. Its funny when there is a problem noone wants to help but when the bill is due i suddenly exist.You probably should stop putting all young people in your stores without an adult there also.. They don't know what they're doing. The store on army post road is the worst. I won't even go in there that girl that works in there refuses to help me every time I come in and barely looks up from her phone to acknowledge that I walked in. I'm about to call better business bureau about it. Because it is an on going thing. I have never been shown an ounce of respect.

It is impossible to log in to the online account without a cell phone. When the cell phone is stolen/lost/broken, telephone support cannot provide assistance with logging in to account. You must go in person to a store. This is unreasonable and costly. Online services should not be dependent upon in person services. If a person is disabled, home bound, does not have assistance to visit a store, there is no resolution to assist. It is possible to order a phone online with new service, but not to resolve issues with the phone once service is activated.

Hi, My both MetroPCS telephon lines, [protected] /[protected] have been hacked and is presently being tapped by MetroPCS. This started with my old MetroPCS number [protected] about a year ago while I lived in Philadelphia, PA. about a year ago. I moved to Sacramento, CA and got another MetroPCS number [protected] and this number is being tapped and hacked by MetroPCS. I feel that my basic human rights to privacy are being infringed upon and my live threatened by this diabolical action by MetroPCS. I requested that my complaint be fully investigated to getthe reason that my personal privacy is being violated by MetroPCS despite being a paying customer Anda subscriber over a year plus now. Thanks for your consideration and I look forward the resolution on the abnormal activity. Thanks, Mr. Charles Williams

My husband and I were both charged a 9.99 bag fee each for the new phones we bought. We never asked for a bag neither were we asked if we wanted one. I didnt see it until we got home when I checked the receipt. I would like our money back for those bags. I would have never took the bags if I would have known I get charged for it. They need to ask people if they want a bag and disclose the 9.99 fee. I am pretty sure that this is illegal.

I purchased a Phone from this store 11/26/2022, the Phone stopped working on February 10, 2023. I went to the store to report that the phone no longer wants to turn on, the store representative told me they don't have proof I purchased it at the store. My bank account statement shows when I made the payment for the phone at the store. I don't understand why they don't have the history of the store purchased. I am left without a working phone.

My name is Ken Dutton
[protected]
Model # ANSU616AT
IMEI # [protected]
Store location
Service options: In-store shopping
Address: 3255 SW Port St Lucie Blvd, Port St. Lucie, FL 34953
Hours:
Open
⋅ Closes 8 PM
Phone: [protected]

When my service was unexpectedly suspended the MetroPCS CS would not listen and told me to take it up with my bank. My bank has provided me with a detailed account of every dollar in spite of MetroPCS adamantly claiming insufficient funds was cause for reversal. This has been proven to be false, and I was never in danger of insufficient funds, and the bank can no longer help me because the funds were processed with no reversal, not even after a week +. They can only direct me to call the bank, however my bank has patiently given me all records. The MetroPCS company cannot provide me with accurate information and my payment is lost in white noise with no CS rep willing to investigate any further, just deny, deny ,deny. To recover my account I am now told I will need to pay a very large fee and there hasn't been anyone who could do their job properly, unless it's deflect and accuse anyone else of their error. The bank was asked to retrieve any info that might hold up payment or any action that proves metro to be honest in their "transparency " of their business activities. My money is missing and they're charging me to regain my business line. Losing my money, losing my mind. Tulsa OK and their appearant outsource from overseas phone representatives. They do not understand, they repeat what the script says with no understanding or resolution for their misdeeds.