Metro by T-Mobile
Reviews and Complaints

My new phone arrived today-does not work. I've been on the telephone for over an hour trying to get a human being to speak with-but just kept getting automated messages and no help. I went online-you have to snail mail then-no online email or chat. I've tried calling from both the new cell phone-which drops an attempted call immediately and on my land line — still cannot get anyone to help with this phone. I suppose I will have to address this the way I used to a decade ago — get in my car, drive to a retail office, get a number, wait in line an indeterminate period of time, consult with a service agent — all to get a brand new (Code) phone to work — this company is decades behind in customer service!

This company using a false police statement released my cell # and gave out my high security password on 3 different acct # [protected]) to a ex business partner that has stolen my cell # and acct info and had the # ported out to T mobile without my knowledge or a phone call to investigate before doing so . This has been my personal and business cell for 15 years and will have legal ramifications as well>...

I recently bought 2 smart phones (optimus and ascend). After a few days people starting telling me that whenever they tried to call either phone... it would redirect them straight to voice mail. After testing the issue myself, it seems that whenever the phones and/or applications are utilizing any data, calls get automatically redirected to voice mail. When I took it to a technician at the corporate store, he tested the phones and got the same results. He said that he believes it is because metropcs uses the same wave for data and phone calls unlike some other carriers so when I'm browsing the web... I will not get phone calls nor any notifications of missed calls. Again... this is on both brand new phones so its not a phone issue and the store tech verified the problem. I had a ticket with technical support and they were unable to find the issue. I don't think a company should sell smart phones if your not actually able to provide the service for them. The customer service/technical staff was friendly but apparently are unable to help. Its pointless to have a smart phone if I cant use data without worrying that my calls won't come in.

Well, its been well over two months and I haven't seen one rebate come my way. I spent over $180.00 for a metro huawei android. Please don't get me wrong, its a very nice phone, and does what its supposed to do; whistles, blows and vibrates.. ;) but, this is where the business practices of a large corporation get greedy. They start to take advantage of people and assume we are not knowledgeable in rebates & promotions. Sad, sad, sad.
I resubmitted all documentation they stated I needed including meid/hex; upc and even the color of the darn phone. But, as per customer support they haven't received it. When I finally got a hold of a "chat", personnel they decided to track it for me, yet they only wanted to give me a less rebate than what was specified. I personally think that was to pacify me. It didn't work. The chat person told me to "fax" over the information. I personally do not have a fax machine. So I asked will I get reimbursed for my time & trouble once again, they in turn just gave me address an el paso instead. — p. O. Box 540156 — el paso, texas [protected]. Fax number; [protected].
Well, this is my third time in resubmitting, faxing, snail mail & going postal with all my documents. I will no longer fall for any rebates of any kind, due to the history of trying to get what is owed, which is in essence my hard earned money that I spent.

Good luck in you are in rebate hell..

God bless
Mssandy

My phone wasn't working and they didn't care did nothing to fix it, nothing to get me a new phone. All they wanted is my money- for me to buy a new phone .
Is there any Justice in this world?
The manager in the store was so so mean!
Worst service, I have ever had!
Also- they have gotten really expensive!

I recently purchased a Blackberry Curve 8530 from an Authorized Dealer on Whalley Ave, New Haven CT. Since I purchased this phone 2 weeks ago it has not worked completely considering the amount I have paid for it. I have no use of anything related to Blackberry. No Blackberry apps, downloads or anything. This is the sole purpose of making the switch from my current provider was for the blackberry usage. I have been to several locations dealing with different levels of manangement, and considering I am a manager of my own company, I was shockingly suprised to have such a lack of response. I even spent 3 hours with an account manager from Metro PCS Nick Defeo who assured me he would take care of the problem, or I would receive a response from him with 24 hours. Three days later still nothing, and he fails to pick up his phone... BIG SUPRISE! Their company policy is after 60 minutes of usage on the phone it is non refundable, keep in mind that calling their customer service is considered part of their "60 minute plan"! So in the long and short of this I am currently stuck with a $300.00 blackberry phone that doesnt work and is non refundable.. GREAT CUSTOMER SERVICE METRO PCS! I would love if someone from METRO PCS would have any ounce of consideration to address this matter.

About three weeks ago, somehow, my phone dock became damaged and my charger didn't work on it. I turned it off. Today, I went to the corporate store to see what my options are on getting my phone fixed. I was told by a friend that I had a one-year warranty on my phone in case anything happened to it. I got there and the guy I talked to was very friendly, very descriptive, and I gave him thanks for describing my situation. I am down-right annoyed at MetroPCS. I learned that I had purchased a defective phone (about three months ago) and now I have to pay $10 just to get the new one, and another $39 just to get some memory card that's required for media since the phone itself can only store a couple of megabites. I can pay the money but really the inconvenience they are causing me is really just unprofessional.

My phone was disconnected for non payment on April 26th (broke my leg, and didn't have money). I reconnected it on May 6th. Today I received a advanced notice stating that I needed to pay May 26th. I called the company and asked why if I paid for a full month on the 26th. The rep asked to verify my info by asking for an 8 digit pin that I never made or received during orginial purchase (over a year ago). He then asked for a security question, again that I never answered in the past. Eventually he told me that no matter what day I chose to make payment, the original day of connection would still be charged. So I lost 10 days for nothing. So basically if your regular cycle to pay is the 5th of each month and your phone is disconnected for on the 5th of the previous month for non payment, if you choose to make payment on the 4th to reconnect your phone, you will still have to pay on the 5th again. If you are disconnected, the payment that you make to reconnect it for a month only reconnects for the following cycle no matter if it's only a day. Picture that. Time to move on to a different carrier.

I think I have just about every complaint story with Metro PCS beaten. A new Samsung Galaxy Indulge tempted me so I gave in and bought the amazingly overpriced phone for a remarkable $347.00 after tax. Cool I can deal, its an awesome phone right? No freaking way. I return home after purchase and let the battery die completely, cause that's what you do right? right. So then I hook the phone up to my computer, and nothing happens. Need drivers? Insert disc? WTF? what disk? ok. don't have one. Go online and find the driver. Driver not found. WTF? ok. I'll find it myself. Google driver for samsung galaxy indulge. Go to website with drivers everywhere, but none for my phone. So I'll get any old samsung driver it should work. Download Complete. Hook phone up: Please insert disc. There is no disc.
So I go back to metro and being the nice guy I am, I accept the retailers opinion that my phone needs to be updated. Are you serious. I just upgraded. Now I need to update? WTF was the point of upgrading? Could I have just updated the phone I bought from them the month before? Whatever. Go home and update to Android 2.2. That the awesome new galaxy was installed with yet. Crap. But I'll deal.
Update.
Connect.
Please insert disc. Driver not found. WTF? What disc.
So I go back to the store. And tell them I guess I need a disc.
Their response. What disc? Hey that's what I said too. What disc?
So I calmly explain the problem. The very uneducated individual behind the counter tries telling me I need to go into device manager within the control panel and go do this and that and look for Samsung and whatnot. Yeah I did that last night after I left the store and it didn't work.
Then...the end all be all of completely ignorant comments came out this individuals mouth. "Maybe you need to get Windows 7." I think my jaw dropped a little, and some IQ went out of the room right then, because the expression on his face told me he was serious. really? You want me to go purchase an entirely new OPERATING SYSTEM, TO BE ABLE TO HOOK MY PHONE UP VIA USB? Sir do you have any experience, training, common sense? Anything that qualifies you to be behind a counter selling people phones? With that comment..obviously not. Time for a refund my man. The phone is a ringing paper weight.
Ok lets get that started for you. So your phone doesn't connect to your computer (hardware issues), its been less than seven days and you have 55 minutes of lifetime talk time, and hey, you didn't drop the phone once in five days. Excellent, NOT!
Turns out that when they sell you a phone and give you that lame ### warrantly speech, it's only for new customers, or new phone numbers. But I'm smarter than them. I'm gonna jail break this phone, wireless tether it, root it, and completely do everything that metro blocked on this phone. Thanks for my badass new mini-computer [censored]es.

April 18th 2011 purchased a Samsung Freeform phone particularly for email purposes and made that clear to the merchant( ID#7100837) who advised that if I go with their $50.00 per month plan I would have unlimited web and email access. After trying to get the phone to work for me numerous times from the email perspective I returned to the store to find out what was wrong. I am trying to log on to or respond to job offers where you simply hit submit and go forward from there. The merchant, this time the store owner suggested that it was because I did not have smart phone or blackberry. Up grading was not a store option. I mensioned my inability to log on to yahoo from their site. The previous merchant had set it up for me and I had entered my own password which was not being recognized. He quickly showed me how to do it and moved on to the next customer. At home that evening I tried again and was not able.
I went back to the store, tried to return the phone. The original merchant admitted the phone did not suffice my needs. It can only be used with a Metro pcs account. He tried to see if I could return it but I was not able, I had three incoming calls since purchase equaling 2hours, 29 minutes. Corporate policy requires a phone only have 1 hour of usage. He then tried to show me how to log in from the yahoo site and asked if he could try his account. It worked, and he did not understand why mine didn't.
Later at home my phone froze on the facebook log in site. I had not logged in and could not get off the page. I finaly turned the phone off. When I turned it on an hour or so later I had a message saying. "Zamir ..." accepts you as a friend on facebook. I know no such person. Next I had 62 spams, far more then if I had not checked in for weeks. Then I saw my Time Warner account. I do not have a time warner account.
I was now receiving email for store merchant [protected]. Had he not signed off?
I called Metro PCS and talked to a rep for over thirty minutes. She "had never heard of such a problem, " kept putting me on hold to talk to her supervisor. I was advised to try to return the phone. I said I had already tried, and if their calls were indeed recorded for quality assurance I wanted it recorded that this was the problem and that this was what I was advised to do. I asked to speak with a supervisor and after holding for a ridiculous amount of time, terminated the call.
I returned to the store, used the merchants name "Ameen..." and asked him if he wondered how I knew it. His answer was, " I told you." I then mensioned something he would not have told a stranger, told him the info coming up on my phone and demanded a refund. He said to give him the phone. I refused and said we will stand here together while all information is errased. He called his boss, spoke a language I am not fluent in and used English to said only, "she is out of her head." While speaking to his boss he was utalizing the store computer to log off and undo what he could. He was condesending and rude. A different persona then when I purchased the phone. I wrote down some information which was on my phone and I would not be privy to under normal circumstances. I have proof this occured.
I spent $148.15 for a phone that I can not return, can not be used with other networks and does not suffice my needs. I want my money back.
I needed the phone to seek employment, do not have internet at home, and only have access when I library or community center is open. Many of my job offers come after regular hours and are posts to work the next day.
I tried to write this complaint from my phone and could not register to do so from it.
I told the merchant he had created a problem and there would be media attention. This is one of my forms of doing so.
Never do business with Metro PCS especialy at 8th ave near the garden!
Thank you for any comments and help.

Como es posible qe la tienda no quiera cambiarme el equipo, este cell lo compre ayer 05/04/2011.
Las llamadas no salen bien, su volume muy bajo, se corta frecuentemente cuando estoy hablando. ademas qe la bateria no dura lo suficiente.
Creo estoy en mi derecho de pedir otro, sino me cambien por otro equipo podria pagar la diferencia de dinero si hubiera.
Lamentablemente el manager no me dio ninguna solucion, me dijo no se puede cambiar el equipo.
Tengo 2 lineas con Metro, parece qe la Cia no esta administrando bien su negocio.

Please do not add money to your account for songs, they will rip you off and make up all kind of excuses and will never credit your account! They stole all of my $20.00 dollars and still I don't have a song. Of course customer service is zero help, being they don't understand english once you finally get a chance to speak to anyone.

I recently called to activate a phone. The first women I spoke to had an attitude from the start and her english was horrible, she talked so fast I could barely understand her, she asked for my information, I gave it to her, she asked me to read off the numbers on the back of the phone I was activating, I asked which numbers, she then said the 18 numbers, I told her there are 3 different 18 digit numbers which one do you need and again she said the 18 digits. So I hung up. I call back a few minutes later, and I got a man, his english wasnt the greatest but at least I could understand him. Give him name, account name, number and the such. I tell him I need to activate a phone on my line. He then tells me to hold on. While on wait he tells me to hold. Im holding and holding, after 10 minutes he hangs up on me. How do you expect to keep customers with such horrible customer service!? This makes me want to switch phone companies right now! I will be going to another carrier when I get the money. This is not right.

Be aware of metro pcs stores return policy!
They will make it impossible for you to renturn anything! And then try to tie you up to their horrible service.
On march 30, 2011 shortly before the store time to close, at 7.58 pm, I purchased a new phone, its accessories, pre-paid a month of usage and switched my phone line from att to metropcs.
Soon after I arrived home and tested the phone I realized that I made a mistake. As the store was already closed I had to wait till it would open on the next day.in the morning of march 31, 2011, I went back to the store where I purchased the phone and explained to the same customer service person that sold me the phone that I am a realtor and my phone is my main tool of work. The phone that I purchased did not fit my necessities and I was also having problems with the service, not receiving text messages from clients and getting my phone calls dropped. She said that the service would soon improve and that I should keep the phone for a while and that I would eventually get used to it.
I asked her to then exchange the phone for a blackberry, which was what I originally had with att and was ideal for my business. She refused to exchange the phones and said that she could not take a refund either and showed me her return policy, which was not disclosed to me before or during the purchase. On it says that you may return the phone within 7 days of original activation date and must contain less than 60 minutes of airtime usage on call timer. She said my phone had 60 minutes and 15 seconds of airtime.
Unfortunately I didn't know about their return policy prior to the purchase. If I did, I would have never tried a new phone and service provider for my business knowing that I would be stuck to it. I asked to speak with a manager and she declined to give me his/her name or contact information. I called the 1888 8metro8 number from the store hoping for a solution. They told me to go to their store corporate. The closest one was 40 minutes away in lake worth.
Immediately after speaking with the customer service person I turned off my phone (Afraid to add any more seconds of airtime and be denied a refund/return and with that lost several business calls).in fact, I was already missing business calls and texts even before knowing that I could not use the phone.
At the lake worth corporate store, after 1 hour in line waiting and without using the phone, the service person told me that they could not help me as I had purchased the phone from another store and that if I had purchased it from them, they would be glad to give me a refund.
I then drove home to look for the owners of record of the store to try to locate them and speak with them. All numbers that I tried were either disconnected or did not work. I found their corporate history and another store they owned also in delray. Called the store asking for the manager several times and he never returned my call. I drove to the store, and they said the manager was not there and that they could not help me and that I would not be able to return the phone.
After all the driving around, frustration and lost businesses and working hours, I decided that I could no longer keep the phone off, as I had to answer my business calls. I kept trying to reach the store manager for another day without success and finally gave up. I went back to an att store and changed my phone line back to them. Att service is more than double the price, but works and I deeply regret having tried to switch.
I then put all the metro pcs merchandise back in its original boxes and priority mailed it to the store, attention to the owner of record, with insurance and signature delivery, along with copies of the receipt and with a note asking them to immediately refund the full amount of the purchase on my debit card used with the original purchase. Days after I received the signature receipt in the mail dated as received on april 04, 2011.
As they accepted the phone back, I hoped to receive my refund. I waited for days for it to post, but realized that even though they accepted the phone in the mail, they never refunded my money nor contacted me to have the issue resolved. They simply took the phone back and kept my money.
On april 08, 2011 I went to my bank and filed a dispute.
However, my bank said that the merchant declined to credit my money back and that I would have to resolve the issue directly with the merchant or file a law suit. To file a law suit it is going to cost me at least another $ 190.00 plus all the time and aggravation.

Open account with Metro PCS and the very next day no service for the whole day, my wife in the hospital, me away 50 miles from home, couldn't run my business on that day, my costumers mad, law suite, lost thousands of dollars becase of them. I paid all the fees, but they did a mestake by computer. Talk with supervisor, she addmite the mistake, but nothing was done. I asked for the next step up supervisor, call her 3 times, left message, no response. Somebody need to pay for my lost and I'm ready to hire a lowyer. Just a night mare! Very bad experience!

So about three months ago I switched out of Verizon Wireless because I just couldn't afford it at the moment. After looking around for a bunch of choices, and having one of their stores oh so close to my house, I decided to go with MetroPCS. Their services are $50 a month without a contract and they have decent phones. I found one phone that caught my eye - the Huawei Ascend, an Android smartphone capable of amazingness.

I went back to my house and set everything up. I then started looking around for apps to use and I browsed the internet. Sometimes I would be able to load up a page in 5 minutes, sometimes it wouldn't ever load because I had either 1 bar or zero bars. I was confused because they said they covered a lot of locations with good service. I guess mine wasn't one of them.

The next day, I went onto their website (from my PC) and checked the areas where they had the best coverage. To my amazement, it was right on top of my city, my house, where they had the BEST coverage around. Yet I am stuck with 0-2 bars. WTF. I bought a smartphone from them yet I am unable to utilize it's best features because of no internet connection. Thank you MetroPCS.

It's a good thing I finally got my WiFi to work, otherwise I would have returned this phone and gotten something crappier. With a phone like this, you need decent speeds.

4 bars of 3G on MetroPCS is equivalent to 2 bars of 3G on Verizon's service. MetroPCS sucks.

I can receive no calls at all while inside my home using a metro pcs phone and plan. I have unlimited everything, which is absurd because the phone only works outside, and even then it drops at least once during a long call if not more. When I was out of state I had no coverage for eleven days. How this company manages to stay in business is quite simple: they prey on the needs of the low-income or poor credit customers who can't get a real phone without a deposit. It is horrifying.

We bought 3 phones on the family plan and they first overcharged us. I went to the kiosk to have that corrected where we purchased the phones, then none of the phones get service anywhere near where we live. I tried to register and they asked for my 8 digit password, I did not have one, I was never asked this when we bought the phones, nor was I asked the security question of what was the name of my first pet. Could not get any assistance and had to take a half day off work to drive to a corporate store where they said the guy that programmed the phone did it wrong and was not properly trained. WTF?! This guy re-programmed my phone and said I would need to bring in the other two, I said that is not at all convenient. To top it off, the only guy in the store that knows what he's doing, or seems to, is an arrogant piece of crap, who acts like it is so bothersome that I present these problems. I get home and my phone still does not get service. I have been calling customer service and get a different answer every time. Seems nobody is properly trained and this is nothing but a giant scam. Even when I was first trying to pay my bill, the guy at the kiosk says it's easier to pay online, then you don't have the $3 service charge. Well, I couldn't pay online because I didn't have the 8 digit password. So I have to go pay at the kiosk where he then tells me it's easier to pay in person - now what is easy about that?! Now I am going to try to get this cancelled altogether and get my money back for 3 useless phones. Hate these guys!

For the 3rd month in a row, since getting a new bank and new credit card, Bill Matrix cannot accept my payment. They would have me believe it's the card. I use the card for online and in person purchases everything from departments stores to merchandise companies all the way in China and no one but Bill Matrix has trouble accepting my card. When I check with my credit union that holds the card they say Bill Matrix has not attempted one single transaction. The card is a VISA debit card. Should work just like a credit card and does everyplace else. Spent over an hour tracking down a live person to talk with at Metro PCS, then Bill Matrix. They all would have me believe it's something with the way it's being entered or the card itself. Again, no problems with ANY other purchases and have done dozens the same day even. They leave me no choice now but to either set up Auto Pay, which deducts the charges more than 5 days before they are due or go into a Metro PCS store and pay an additional $3 convenience fee. Not acceptable when Bill Matrix Express pay was free, easy and convenient. If you ask me, they don't want to do anything for free so they want to force debit card payers into the "pay early" option or "$3 convenience fee" option. Bill Matrix staff couldn't even take down my credit card information and try it from their end. Because of course by then my account was locked for too many attempts to pay my bill. Process as a debit doesn't work (they probably simply don't take debit and no one will say it) so I click the option to process as a credit instead (the card does both everyplace except Bill Matrix Express Pay). Then one more time and you're locked out for 24 hrs. So, it's back to the inconvenient store to pay my bill in the most inconvenient way, oh and don't forget I will be charged the extra $3 convenience fee for the privilege of being inconvenienced in this way. Each month (3 now) I try to use Express Pay online as I did for over a year with my old bank account and old credit card. Each moth I end up frustrated and going in to the store again to pay. This is ###! When it's time for a new phone, it's time to say goodbye Metro PCS.

I have 3 metro phones huawei 850, android and samsung our calls are always being dropped. The signel bars are very low one bar to two no strengh at all I have had metro sence it first came out never really had this problem but it has gotton worse in the past six months. I was told from the metro place on forest hill that I could contact metro componey that you can fix the problem in our area address is 6310 renwood dr fort worth tx 76140 please my calls are always being dropped in the middle of business calls I really need my phone. Can the problem be fixed.