Metro by T-Mobile
Reviews and Complaints

I opened an account with my wife with metro PCS on January 24, 2014, I let my step daughter use it since she has mental issues. I have since found out that the account has been switched out of my wife’s name and into my step daughter’s name without our consent. There has also been high security placed on it. The phone is being used with my wife’s name and the person using It is representing themselves as my wife. I want to close the account. My wife has gone to the store where we opened it with the original receipt, the handset sales promo form, the IMEI card, the original service request and original terms and conditions of service form. She was told that we would need to speak with corporate. I spoke with several people at corporate who said they can’t help me. I finally spoke with Lois Ann ID # 60653 who not only continued to tell me the account was no linger mine, she also continually twisted my words to fit her script that would tell me the account was no longer mine. I asked to speak with her supervisor and she told me repeatedly that she was the manager and didn't have a supervisor. I then asked who gave her a raise and she said I can send a letter and proceeded to give me an incorrect address to mail the letter. I asked her 3 times to repeat it and I repeated it back to her. While I was talking to her I looked up the corporate complaint address online and knew she was lying. I am extremely disappointed with the level of care and professionalism that I have been shown. My account was stolen and no one seems to care. Further to that I have been lied to and I don't appreciate it. Please let me know how to proceed

I purchased a phone plan (standalone, no device) at night from Metro PCS store - 5555 E Stearns St

Long Beach, CA 90815, of which the manager is named Jose. Before I made payment I was very clear on specific features I wanted and confirmed with them several times, but the sales lied just to talk me into their "non refundable" contract. Within less than 2 hours, I found out I was cheated and I went to disconnect and ask for refund the next day morning (because of the business hours). Before I went there, I called customer service and they agreed to refund me and asked me to go to the store to get cash refund, however, once I was in store, the manager - Jose, did not care about what the customer service said at all, and insisted there was no refund for me. While I was arguing with Jose, I got a text message saying I was charged $358 last night (please notice, I wasn't notified immediately when I was charged, and I did not know until another day). After a long argument, customer service "changed their minds" from issuing cash refund to "mail a check". Metro PCS is a very weird company, all the stores did not comply with customer service, and different staff working at the call center of Metro PCS are inconsistent with each other either.

Jose's tough attitudes made me feel I definitely was not the first "victim" and of course he would not refund me, otherwise, it would not be called a fraud. This store secretly bills people as they want.

I believed what a "supervisor of customer service" told me on phone "it will take 4-8 weeks to process the check" instead of giving back my money scammed immediately despite I paid them immediately and asked to disconnect in less than 8 hours without using any of their service.

update: (as of June 2015) Later each time i called to follow up, the customer service cheated and lied that the check would arrive in a few weeks, now it has been over a year, there was never a check mailed.
MetroPCS even wipped out the transaction from their computer system.

I called customer service, and the first phone representative from Metro PCS told me because my line was still active and owed Metro PCS money, so this was non-refundable. The case I reported 2 months ago did not exist at all, and my personal information for mailing the check did not exist at all. When questioned why this happened, the customer service said she did not know. When told Metro PCS promised they would refund me by check, the customer service said "you are not gonna have it".

The customer service directed me to go to one of their main stores - 9070 Van Nuys Blvd

Panorama City, CA 91402 to see the options available for me. Once again, I was too naive to believe the Metro PCS and went to that store. The store was crowed with customers waiting but some staff had no one in front of their desks at all. The waiting time can be comparable to DMV and you can even have a nap before your name is called.

Once I was called, I explained what happened to me and why I was here, but their staff kept asking me to do something that I already did, and whenever I said "I already did" some tall staff forbid me from talking and said "you need to listen. either you call the customer service or you leave". Finally their young manager (do not know his name) came over, first of all, he executed his little power by asking me to talk to him at another desk, then he asked me questions without even having the patience to hear my full story, he said something like "do you understand my questions?" sounds like he thinks he is mexican and smarter than all other races (no wonder I barely saw any white, black, asian customers at Metro PCS stores, and Metro PCS stores are full of mexican customers.) I told him, when I purchased the plan, the sales lied about the features I wanted, instead of allowing me to finish my talking, this manager then focus on "what features you wanted" and kept asking this question. I told him this was irrelevant to my visit here today and it had been long time and there was no point for me to remember the sales' lies. Feeling upset that he could not manipulate me, the manager asked security guard to kick me out (because I did not answer his irrelevant question) and he even lied in front of all people saying "you have been removed from 2 stores" and he could not even list which two stores except the first fraud store at long beach. Interesting enough, at first he said he did not know what happened to me because there was no record in his computer system, then later he said he knew I was removed from 2 stores because they had notes in system. What a stupid racist manager Metro PCS has got! He was not even able to remember his lies.

It is very clear to me that the experiences with Metro PCS is pure SCAM. Metro PCS's business model is - cheat and run away. If I'm not wrong, Metro PCS should be owned by some mexcian mafia. 98% of the employees are male mexicans. Finally the border crisis pays off - they can put up a mafia phone carriers in California and United States.

Everybdy in MetroPCS is a liar. The MetroPCS itself is fraud. MetroPCS does not care about its reputation at all because they know they do not have a reputation.

My name is Stevie W. Rogers. I brought a Metro pcs Mega cellphone for $750. The phone works great since i had it and my family member drop it on the ground and the screen crack, so i send the phone in for repair and they told that they don't make that model anymore and they give another phone to make it up, I was so mad when they send me this small Samsung phone. I fell in love with the big phone and you guys send me this small that doesn't work at all. I know they make bigger phones. Please can someone Help me out if this is the way they do business and treat there customers like this it's bad business, Always paid my cellphone bills on time.

To whom it may concern: i purchased a smartphone and upgraded my connection to $40 around november 8 - 12, 2014 from an authorized metro pcs dealer (136 - 86 roosevelt avenue, flushing, ny) . I was entitled to a $90 rebate at time. The salesperson said he would handle this for me and that it would take at least 2 months for the rebate. Upon arriving home, i saw that he had not put a sales receipt in my bag for the purchase! I returned to last week to check for the rebate and the salesperson was no longer in their employ. I am asking metro pcs to look into this matter and what type of fraud business this authorized dealer is running! Also, i am asking to get my rebate situation resolved as soon as possible. I will not hesitate to file complaints with consumer's protection, fcc and the irs for not adhering to the law on sales receipts. Please look into this matter as soon as possible for a coherent conclusion to my problem so as i can continue to be a happy and satisfied client of metro pcs. Sincerely, george petrogiannakis. 15 / 1 / 2015

I ordered a cell phone online from MetroPCS.com. They debited my debit/checking account for the correct amount of $104.94--and then DID IT AGAIN TWICE four days later. The unauthorized debits to my account total $209.88 and they are taking their sweet time to return my money. Both Zaire and then later Christopher assured me that they would try to expedite my refund but two weeks later, I still don't have my money. Neither can be recontacted--Zaire's contact number on her email is bogus and she has not returned my email to her. Christopher, who assured me he would contact me at 2:30 on 11/27 with an update, still has not contacted me and has not returned my calls. Please do me a favor. Send an email to Zaire at [protected]@int.speedfc.com and Call Christopher at: [protected] and ask them where my money is. Thanks.

No Service was activated within 10 min. not even for a day and half. the store manager of the main office of Metro Pcs in Panorama City Name "Robin" The most discusting human I have ever dealt with. Even the phone unit that I bought 10 Hrs Later the next day was $10 less. No adjustment. I am Glad I am Back with Verizon. $40 plan did not get refund. the manager was emiosance to society I will see you in small claim court

I bought that offer of 4lines for $100. 00 plus bought 4 nokia lumia 521 that supposely goes with that plan. I started using the phone 1 week after i purchased it. After 2 days of using it the phone didnt want to make phone calls. It would ended the call immediately. I need it to go to settings everytime and turn on and offthe airplane mode so the signal would refresh. I call metro, i went to the store i call back metro and explain again. At this point my phone was 9 days old. The customer representative laura 61615 told me to go to the same store and returned the phones or exchange the model without a problem. Next morning went to the navarro in north miami and the mediocre cuban lady aileen, or something like that, without even look at the phones told me no 3 times and send me to the main store in 27nw and 167 st. Miami, where another mediocre cuban supervisor julio or whatever his name was, didnt want to help us. At the end my problem never solve and now i have to purchase new phones for my offer because unfortunately that s what my pocket can afford monthly for communication. The offer is not bad but train your employees and make sure that the phones work correctly with the offer.

I purchased the huawei on 11 - 4 - 13for $123. 84 i have returned this same phone 2times and still get bad coverage phone does not ring at times and always dropped calls! I want to return it again and upgrade and your company is giving me a hard time! I am trying to get someone to listen to me and return this same phone again and upgrade! I have no problem to upgrade but why won't they? Please help me or it will be no problem to move on to sprint or at&t to get a better phone that is ment to work properly! My email is [protected]@gmail.com so i hope to hear from metro to get a better phone andwhich the salesperson said this is a hell of a phone and lied! I hope to return this same phone for the 3rd time and upgrade! If not i will move on and i have always been a dedicated customer for 8yrs!

MetroPCS sucks so hard it's face will cave in soon. i Just read another complaint from someone else about MetroPCS. In his comment thread a person who admits to being an employee of the corporate office readily admitted that "They could (he meant couldn't) care less about your issues with your phone". So that tells you what kind of a company this. Their own employees tell you right away that you that once you buy their phone you are complete [censored] to them.

My last smart phone had gotten stolen but I had a virgin mobile prepaid plan. Before that I had a couple MetroPCS phones. It had been a while since I had gotten a new cell phone and I completely forgot what a train wreck of a company MetroPCS is and why I ran screaming to Virgin Mobile in the first place. First I got a smart phone that had 4g. I'd never had one of those before my last phone was 3g. They convince me to get a the 4g phone with a $50 2.5 GB saying the phone would be so fast and excellent. I'm like OK sounds good. The sales lady told me the phone was $150 dollars but works super fast just like the new galaxy 5. I decide to get it.

My first issue is when I take a good look at the recipt the next day I see the phone isn't actually $150 dollars. They charge me $49.99 for and 8gb SD card (that they just slipped into my damn phone, didn't tell me anything about it) and they charged me $20 dollars for some cheap ear bud headphones that would probably cost less then $10 at any other retail place. I didn't even get the headphones! There was no headphones anywhere in the bag. They also charged me $12.99 for a case, I thought the case was free! They use to give you a free case with the phone (I'm not really pissed about the case, it is a good case. But I don't like that the sales lady had me think that I was getting it free. My phone was only seventy something dollars but because of a $50 SD card, $20 dollar headphones and the case my phone came up to over $150 bucks!)

The thing I was most pissed off about was the $50 for an 8gb SD card. Are these people tripping on ACID?! I could go to radioshack or any drug store and get an 8gb SD for under $10.00. Like how dare you charge 50 bucks for something like that! They do this because they make cheap phones, with cheap plans and a lot of people who get phone for them are not that tech savvy. A lot of their customers probably don't know any better, that for 49.99 you can get WAAAAAAAAAAY more then 8gb on an SD card. Last i remember I got a 16 gb SD card at Radioshack for 12.99! No, I am not that tech savvy (which is why I was at MetroPCS) But I know enough to know that that is rip off!

So i was pissed off about that went back to the store. The new joker who was there tells me that he apologized that the other sales girl didn't explain things properly about the actual cost of the phone but because i got the phone at great discount i had to pay for the outrageously priced SD card, headphones and case. I said i could have just gone to the walgreens next door to the store and bought an SD card for less the ten dollars, why not just stick that into the phone and save me over $40 dollars? (while I'm their I could buy my own headphones which would have saved me another ten dollars.)

"No, you have to use this special magical SD card. Even though you can find the EXACT SAME ONE at the store RIGHT NEXT DOOR. This SD card has been blessed by Taoist monks and contains a secret map to the grave of Jesus..." Or whatever this paid stooge was telling me. I was just hit so hard and so fast with so much B.S. I must have blacked out.

I should have run as fast as I could and returned all their stuff then. I had the box and everything and could see the disrespect of MetroPCS to over charge their clients, and add so many extra B.S. to their bill without even telling them. Obviously they think everyone who walks into their store is a ### and they have no problem treating you as such. But I didn't, I kept the phone even though I know their text messaging sucks (like seriously, you will receive text people sent you days earlier. If your wife is in labor and has to text you "THE BABY'S COMINGS!" because the doctors are all around her and wont let her call, you will receive the text as your child's second birthday present!")

Dropped calls all the time and I always did have trouble paying the METROPCS bill. (I remember with my old phone the app to the bill on the phone never worked and neither did my website, so I always had to call in to pay my bill and I believe they charge for that. I haven't paid this first bill yet so I don't know if all of that is the same).

But I didn't run and now I am stuck with metroPCS, at least until it comes time to pay the first bill and i can tell metroPCS to shove it and run to another company. Because I got the phone mostly for the Internet. The phone i got was really fast and had a really good battery life (battery life wasn't a selling point, but i was impressed when i realized how long it could go without charging). I didn't plan on doing a lot of texting and I would deal with the dropped calls issue when they arrived. But the internet was really fast so i just bit it.

Then less then a week later the internet starts moving super slow and loading videos takes f-o-r-e-v-e-r. I take the phone back to the store to see what's going on, maybe i downloaded something bad or something. Nope! Completely ran out of 4G data! WTF?! 2.5 gb is a ton of data how the hell could i run out of data in 5 days?! My old MetroPCS phone didn't even have as much data and I never ran out of data and if I did it would be at the very end of the month where i was about to refill anyway.

"Oh well 4G eats up way more data then 3G. Let me steal another 2 hours of your life by explaining the intricate and complicated relationship between 3G and 4G phones...blah, blah, blah, blah, blah, blah!"

And this is what i hear from at least 4 different customer service people and the people from the MetroPCS store i got the phone from. Because I am screwed. Even though i discovered this latest catch with this phone that the sales girl forgot to mention and I tried to bring the phone back within 7 days and I had less then one hour talk time and I had their [censored] SD card and all the pieces were intact and the phone was perfect and still had the screen protector it came with on I couldn't return the phone and be released from MetroPCS's [censored]. Why? Because I had already thrown out the box! They have plenty of boxes at metropcs. They can print out the serial number of the phone from my account and paste it on the box because what they need is the phone box with the phones serial number on it. But they can't do that. Because they have no more boxes. My phones box...apparently...was annoited by Buddha himself and make of pure golden diamonds (golden diamonds! Now that is precious!)

So MetroPCS decided they'd rather have one seriously unhappy customer on their hand then conjure up another box to let me be done with them. For now all i can do is continue to tell everyone what a cold hearted greedy company this is. For a box (which i offered to pay for BTW!) which probably cost 0.05 cents to make or something (I was welling to pay up to $15 dollars for it to just be done with them!) im going to tell everyone who will listen to stay as far away from this company as possible. Potentially loosing hundreds if not thousands of dollars. And as you can see I am not alone plenty of unhappy customers of this company.

Trust me. Yes Metro PCS has some cheap phones and cheap plans. They are so cheap because both are inferior. It's better to pay a little more money to go with a company that treats it's customers with respect. At least at the company where you are paying $70 or $80 dollars a month they won't feel the need to over charge you for all kinds of bullcrap, explain what's going on with your purchase so you understand exactly what your paying for and how it works, and if you aren't happy with how things are going, will do what they can to let you go (not ### you about a box). Plain and simple this company disdain's it's customers and that kind of disrespect is not worth spending a penny of your money with!

Website does not openly disclose terms & conditions for in-store only promo price being for "new activation" only.
After being one of their original customers in the Tampa Bay Area (back from 2004), I decided to get myself a 4G LTE phone when I saw it advertised for $49 In-store only.

I figured that I could afford that and give my husband my LG Optimus M+. When I drove to the St. Petersburg, Florida Corporate store on 22nd Avenue North, I signed in, waited a few minutes and was called to the counter. I walked up and stated that I wanted to get the LG Motion $G that was advertised for $49 on the website. The customer service rep stated that it was only for NEW customers and that the phone would cost me $168, PLUS a $15 upgrade fee, PLUS another $15 to transfer my phone to my husband's number.

A $15 upgrade fee is a fraudulent charge as the 4G service is already available and I was going to purchase the phone so that it could pick up on the 4G service signal. There is no "upgrade" to my service plan at all. Therefore, the "upgrade" fee is unnecessary.

After going back to their website and looking at the promotional offer, you have to click through to THREE SCREENS BEFORE you get to the terms and conditions (which is white lettering on a light gray background) that state "new activation only on a new line of service". In addition, if you have a pop-up blocker, you won't even see the Terms and Conditions.

I contacted their customer service department with my complaint, only to be put on hold for 15 minutes and 38 seconds...waiting for a "supervisor". After hanging up and not reaching a supervisor, I contacted the MetroPCS Corporate office in Tampa, FL and left a message for their "Customer Escalation Department", for which I received a telephone call back. The guy I spoke to, asked me what the problem was. I told him the problem about the phone pricing and how difficult it was to locate the terms and conditions on their website, plus the time it took me to drive and wait at their Corporate store, only to walk out empty handed and, telling him that the $49 4G LTE phone is what I could afford...not the $198 that I was quoted in the store. His response was "I can't do anything about the phone price, but I can waive the $15 upgrade fee as a one time courtesy." I KNOW they can alter the price of the phone, they are refusing to. I have spent approximately $15, 000 on Metro PCS products and services since 2004. I am appalled and definitely do NOT feel like a "valued" customer after speaking with their "Customer Escalation Specialist" in Tampa, Florida.

we had 6 phones with metropcs, recently our mom died, me and my sister had to take over guardianship of our brother and two sisters, in looking into there finances saw they were paying to much for there phones, they had the same plans as i had but were paying more, we tried to correct there bills to what we were paying but had such a bad experience we walked out and changed there service to verizon with a 30.00 savings per month, then i had a problem paying my bill through the *99 system, tried for 3 days but it would not load correctly to pay, they suspended my service when i am able to talk to customer service i was told i would have to pay a fee to pay to pay bill even after i explained the problem i was having was a failure of there system so they lose 5 customers over easily resolved issues.

Yes I Purchase a cell phone @ Wireless Proz The Valleys #1Metro PCS SOn Martin luthers King Blvd. The attendant who hwlp me was very nice, anyways I was given a Rebate Form to fill out so that I can get Half the money back once turning in the rebate form. So I filled it out and send it ... I still haven"t recieved it yet ...So I called spoke to a representative about a month ago and was told you The viasa gift card for 60.00 dollars could take up to eight weeks. Well still nothing. So then Monday May6th I was told that I couln't be found . So they had no awareness about a rebate that was promissed to me. Maybe this letter of complaint will help in finding WHERES MY REBATE!

I was a MetroPCS customer and you wouldn't believe the mountain of
grief they caused me. Story at http//SwensonStudio.com/metropcs.htm
While I believe that this merger is good for the consumer in general,
it's bad for the metroPCS subscribers. I'm glad that I bailed. If it
was bad to be a Metro customer before, it's horrible now. Customers
will be jumping ship by the boat load. Exactly, what T-mobile wants!
After all they are buying the company for it band spectrum, not the
customer base. The best case would be to take their Metro phones, get
them unlocked and subscribe to goSmart Phone. I think that's the basic
game plan. A plan that's $5 cheaper, without the narrow channels that
Metro uses means a much faster 4g, and way better coverage and much
better customer support. Not too bad unless you have a phone that can't
be unlocked or you can't unlock the one you have.

Then you'll have to queue up for your GSM/HSPA handsets and throw
your old CDMA phones away. Remember the 'service and plan subject to
change' fine print. Well, it's about to kick-in. If any of you think
that T-mobile is going to slow it's race to compete with Verizon and
AT&T, I have a bridge for sale. With their 40mhz pipe, double that of
Verizon and AT&T, they have much, much more data capacity, which is
where the action is. So, They have Verizon and AT&T in their sights.
Do they have the capital and expertise to pull it off? I don't know,
but it'll be fun to watch. That means the quickest possible phase out
of Metro's CDMA net and the assimilation of it's towers, and more
importantly band spectrum, into the T-mobile net is probably their
highest priority. It would be mine.

The only question that remains is how many 100's of millions of dollars
will the top executives at Metro get for selling their company, it's
employees and their subscribers down the river. If you think Metro's
customer service was bad before. You haven't seen nothin' yet.

Like most of the complaints here I was also ripped off for money from METRO PCS. I have had problems with billing, and paying on line. I went to a corporate store to pay the bill, and was charged $5.00 for the privilege of driving to their store to pay my bill paying the bill as I could not on line, and then called their customer service. I was told by the customer service rep they would refund my $5.00 due to their computer problems. Next bill came the $5.00 was removed and an additional $5.00 added. Again thru a series of calls it was not removed. After some research I found out you can not reach anyone thru email other than customer service. Additional research uncovered that Metro PCS is owned by DEUTSCHE TELEKOM in Germany, which also owns T-Mobile. This explains the customer service problem. I have sent and email to DEUTSCHE TELEKOM and suggest that everyone who has problems with METRO PCS do the same. Their web site is: http://www.telekom.com/home. If we flood them with emails maybe they will change a few things. Also I have sent complaints to the state P.U.C. and the FCC. In addition to this I have also sent complaints to the F.T.C. as METRO PCS engages in interstate commerce. If all 444 complaints are sent to their corporate office in Germany, as well as the other federal agencies things may change.

This Company hired us to remodel their store, our agreement was to have the store closed for 3 full days in order to complete the necessary work. Well they did not do as they agreed, the violate OSHA rules by continuing to run the store outside, but employees and mgmt coming in and out of the store retrieving merchandise, in which put them in a safety hazard as well as put my company at risk. The new fixtures we install, came with no instructions, so therefore we had to figure out how to put things together to the best of our ability. We were supposed to re-align the cameras after all was done, but could not, due to mgmt broke the only working tv to monitor the cameras, therefore we could not complete that task. We were supposed to epoxy the back room flooring, but they canceled that after i got the flooring prep and ready for epoxy, due to they would not be able to open the store in three days, but yet they were really never closed. So after all that work was done, one of the employees decides to cut the zip tide wiring and damaged the phone line, that is an addl charge that is incurred, we also had to do some extra POS configuration, which was not in our agreement addl charges incurred. So with the deduction of not doing the epoxy and not able to re-align the cameras, remember not our fault, they have yet to pay the remaining balance owed. I have found out that this company is known for doing this to contractors, tell you one thing. You later find out it's something else but yet they wanna hold you responsible for their mistakes and bold-face lies. Stay away from doing business with Questcomm D.B.A. Metropcs headquartered out of Florida, We've attached our finished product, as well as before pics of what the store looked liked before

Metro PCS deducted $1662.62 from my checking account without authorization (in addition to the $151 normal bill), they can provide no explanation as to why the wanted my money. My bank (Wells Fargo) has confirmed the money went to Metro PCS and not some hacker. It appears to be Metro PCS’s position that anything we steal is ours fair and square.

They left me with 34 dollars to feed my family for 2 weeks. I’ve reached out to a lawyer, hopefully i’ll hear back soon.