Metro by T-Mobile
Reviews and Complaints

Today, 12/09/2022 I went to MetroPCS located, 704 Cheney Hwy, Titusville, FL [protected]. I went online to MetroPCS website, and could purchase a SIM card, for $10, and the $40 a month plan, and checkout at $50 total, which would require me to wait until SIM card is delivered. I was in need of phone service ASAP, since after having QLink as original carrier, I was unable to use any features text, or internet, so I decided to try TextNow, SIM card.99 cents. That was a HUGE mistake. I was on chat between to 2 carriers to port my number, because I would like to keep my same number, literally 11 days. After all this I still don't have my number, and still don't have a usable phone. This is why I went to MetroPCS in hopes to have a working phone faster, and it should of, but didn't happen. I was told after requesting the advertisement on front window, $40 a month, one line PERIOD. The man who was helping me said I had to be charged the $60 plan at first then change the plan later, which would cost MORE than the online price I was looking at. I was going to be charged almost $100, $96 he told me. Well after trying to request my number to port from TextNow or Qlink whoever has it, it failed, and the guy already charged me the monthly fee before the number was ported and the phone would have service guaranteed. Then he claimed to canceled the transaction, and now I am out of that money becuase it never returned to my bank. And once again I left a carrier with NO WORKING PHONE WITH SERVICE. This has been a horrible experience from start to now. I have to wait until Monday to get my phone working. I am a senior and fully disabled by Social Security Administration, and left without a lifeline for help. Please someone reslove my problem, porting a number is not a complicated task. Plus, my fixed income, I am waiting for my refund for something that didn't happen. Thank you for your time and understanding. Diane Alton [protected]

I keep being forced to recieve spam through the device manager on their Sansuck A52. I have made several attempts to get a hold of them by phone and I only get bots. Some of these bots are programed to lie about being human. I keep gett harassed through spam despite these attempts to get T-Mobil to END this harassment. I have also tried resolving this through social media and they have nothing but bots telling me to message them privately. They blocked private messages making that impossible.No matter what I do they keep illegally harassing me with constant spam despite me telling them to stop every time!

On Saturday November 26, 2022 I purchased a Samsung Galaxy A53 128G Black Kit (A53) for $510.41 with out taxes from the Metro by T Mobile (Metro) store located at 2694 NE Vivion Road, Kansas City, Missouri, the phone was to replace my current phone which is a Samsung Galaxy Note 8 (Note8). The Note 8 was not purchased from Metro and I used with another carrier before switching to Metro. At the time of purchase, it was more than $1000.00. After getting the A53 phone I realized that it didn’t have a headset jack and that the performance and features were not as good as the Note 8. On December 2, I went back to Metro to return the phone, well within the 14 days allowed within your policy (included here by reference) and barely used. When I told the clerk that I wanted to return the phone she said that company policy states that there are no refunds or returns on upgrades. My contention is that the A53 does not qualify as an upgrade for the reasons cited below and your Upgrade Policy which states “Customers who wish to purchase a new device in-store or online, within 180 days of their last new device purchase, must pay the full retail price.”

The phone I purchased was not an upgrade because I didn’t purchase within 180 days of buying my last device. And presumably that means purchasing a phone from Metro within 180 days. Furthermore, the above is the only definition of an upgrade that I could find.

The phone I am replacing was not purchased from Metro in the first place and therefore wouldn’t fall under the Upgrade Policy.

Just because a device is “new” doesn’t mean it is an upgrade. The “new” designation implies that any phone purchased at Metro is an upgrade to the phone you are replacing, regardless of the make or cost. And I am sure that you will agree that not all phones are equal. In other words, the replacement cost of the phone has to be taken into consideration when defining an upgrade. E.G., a flip phone is not an upgrade to a smart phone or an I phone just because it is a new device. In this case, a $1000 phone was being replaced by a $510 phone. The Samsung A53 phone was only selected because there was not a Note 8 equivalent Android phone available.

Per The Samsung Group, the replacement or upgrade from the Galaxy Note 8 was the Galaxy Note 9 and above, not the Samsung A53, therefore the Samsung A53 should not be considered an upgrade.

I have been with Metro about 2 years and have always been happy with the service. I would like to continue with Metro but I think a miscarriage of justice has occurred here because of an ambiguous (to say the least) upgrade policy,

So, I am asking you to please consider my argument and assist me with returning the Galaxy A53. Your attention to this matter and a prompt response would be greatly appreciated.

Thank you,

Elia Ali

[protected]@mail.com

Call metro about my hotspot try to get help after the representative at the kiosk completely screwed up my hotspot metro politely told me and I sound like a black man that they can't help me then with them for 5 straight years and maybe I need to find another phone Carrier again I know I sound black so if you black watch out we are going to stuff but metro just telling us now go find another phone company aint that some

For the past 24 hours, after numerous tries, I've been unable to pay my bill online. The website times out before I can log in, giving this message:

{"code": "General-1004", "userMessage": "Gateway Timeout", "systemMessage": "Gateway Timeout", "detailLink": ""}

OR, when I enter the 6-digit temp. access code, the site spins/hangs, then times out with the same message.

I DARE they try to hit me with a late payment fee. Next stop: the Better Business Bureau to file a complaint and create a paper trail. After that: another provider. I'm done with them.

I have multiple complaints with Metro by T-Mobile, a.k. a. Metro PCS (Named Metro from this point forward). The following is a list of complaints, although not limited to, that I have with Metro:

1. Metro by T-Mobile Store (Sunset Blvd, Steubenville, OH 43952).

I had issues on the date of purchase at the Metro store.

a. To the best of my knowledge, on June 9, 2022, I purchased two phones and services. I received no bill of sale on the date of purchase. I was told that it is available online, which is not true. After many complaints, I have yet to receive the proof of purchase.

b. The phone contracts were reversed [protected] was to be 5G plan and [protected] was to be 2G plan). I changed them myself online.

c. I gave the Metro representative my letter of approval from the Affordable Connectivity Program (ACP). I watched as the representative entered the application ID.

2. Metro online billing.

I had many complaints about the online billing page.

a. I originally set up auto-payment with the due date on the 18th of each month. I discontinued auto-payment after I discovered I was being overcharged.

b. I was charged the total amount including the $30.00 that ACP should be paying.

c. Each Customer Service Representative gave me a different answer as to whether the ACP was on the billing or not. I still was being billed for the ACP amount.

d. After many complaints, both on chat and verbally by phone, I still have not been reimbursed for the overpayments.

e. Since I now pay manually online, I noticed that the billing statement post date and due date is the same day. It is posted two days after my actual due date on the 18th of the month. The billing due date online is for the following month, and no statement is available until two days after the due date.

f. Billing statements are only available for the past three months. After realizing this, I began saving the statements starting with the October 2022 statement.

g. The billing history page is out of order. You have to search for your current payments.

3. Metro chat room

a. When on Microsoft Edge, the chat room box will move to left of center and cannot be moved out of the way.

b. The chat room box does not allow me to download any recorded chats. Therefore, I only have one conversation that I personally saved just before the chat was closed.

4. Customer Service – misc.

a. Although all but one Customer Service Representative, both chat room and by phone, was very helpful and knowledgeable, I still have not received any responses to any of the multiple complaints

b. Only one case was closed regarding the only reimbursement that I received of $14.00.5. Proof of payments, communications, and other documents.

I have multiple documents that is available upon request. Unfortunately, they are not all in the format that you require. Please give advice on how to send them to you.

You have my permission to investigate my personal account with Metro.

It's crazy how Metro and T-Mobile I went in for a phone guy said if it wasn't $177 at least he wouldn't sell me any phone and the cheapest one for one phone in service cuz he didn't make enough off of and they never let you get the good phones they always say they had to stop so it's like false advertisement he's just getting so crazy on how they act because the way they get paid so I'm stuck now with this piece of crap on and nothing to do about it

To whom it may concern,

I am writing to notify you of deceptive advertising by prepaidphonebill.com. If you type in to a search engine "metro pcs bill pay", they are among the top websites that populate. Their search engine description lead me to believe that, in fact, they are metro pcs. Once opening their website they use metro pcs colors & logos to again lead you to believe they are metro pcs. In fact, you can enter your payment information and click "continue" without seeing a single indicator that this is a 3rd party payment service. You have to scroll down past the payment info. & past the "continue" button to see the small fine print: "we are no way affiliated with Metro pcs."

This company adds a $3.99 fee. I am confident many customers have been mislead by this company. This company states that they are "authorized" by metro-pcs. I am writing to inform you their website aims to trick the metro pcs customer into thinking they are metro-pcs.

Further, the process of paying through their website does not save you anytime compared with going directly through metro-pcs.

Lastly, upon paying, I immediately realize they are not metro-pcs and I called within 5 minutes (as soon as my cell service was turned back on) to cancel my payment. The company stated it is too late and they cannot reverse the payment.

Prepaidphonebill.com is a dishonest company that is intentionally taking advantage of your customers mimicking metro pcs logos &/or trademarks, withholding information that identifies them as a third party service & adding $3.99 to the bill. Within the first minute or so of talking to the prepaidphonebill.com they stated "it's only $3.99" as if it is ok to mislead people because the charge is $3.99.

Please consider terminating their authorization. I do not think they are doing the Metro pcs brand any favors.

I took a screenshot of the payment page I was directed to if you would like me to send it.

I purchased a Galaxy AO3s Phone from Nicole at the MetroPcs store on US41 in the shopping plaza. I took it back ten weeks later because it kept shutting down and dropping calls. She reset it and stated if that didn't fix it she would order me a new phone. So i went back on Sept 23 and she ordered me a new replacement AO3s. She stated she couldn't promise when it would get here because we in fort myers might have a hurricane. Which we did. I went back to the store and it had been closed due to hurricane Ian. I then called Metro Pcs explained the situation and the customer service girl said she would send on to my house. It would take ten days. I have now waited 15 days called Metro Pcs today and they dais there was a conversation they had but the representative did not send the phone and they could not send the phone, I would have to go to the store. which all 3 by me are closed. This is awful. I spent 120.00 on a phone that doesnt work and have been with Metro for over 10 years.

Though i have never been a fan of your stores customer service, having to enter act with them for a extend is truly HARD. Mike Sievert really needs to start visiting a store or two. I lost my phone and why I went to upgraded my phone in actuality I received a downgrade. The Wiko i brought flickers at times, it restarts without being prompted nearly 20 times within a 2 day span. So I returned back to the same store twice and both times was basically told if the phone was not behaving at that time, it was nothing they could do. Mind you both times each represent looked at the phone for about 2 minutes each. There identical excuse was that there no returns on upgrades, even though that's not entirely true. I was not retuning the phone simple because I did not like the phone. If not for in my opinion is a definitive phone I would not have had to needed to attempt to return the phone. You are basically saying I'm sorry I know I sold you a definitive product so now it's your problem not mines

Every time I try to access my data usage I get this

{"code": "General-1004", "userMessage": "Gateway Timeout", "systemMessage": "Gateway Timeout", "detailLink": ""}

I also am not believing the data usage that has been showing up when I would monitor it. For some reason I use almost double usage when my use hasn't changed. I was told by your technician that getting a faster connection (home Internet) would not cause data usage to climb just because the connection was faster.

I no longer can access data use in my account? Can we fix that? Everything else in my account works. Are ya'll having trouble calculating usage?

Why have I maxed out when I have 2 separate 100gig (alcatel 2 & home internet) and at 50gigs you send me messages that I've maxed out and my speed drops.

To whom it may concern at Metro PCS and or Assurant,

I am responding to Assurant's recent email today, 10/07/2022. We are returning the damaged phone. It has an LCD panel that is defective, according to the agent at our local Gallatin Metro location on South Water St. We made the claim a few days later at the Hendersonville location where Taylor submitted the claim.

We did receive the new phone on Saturday, September 24. We followed the activation instructions by putting the Sim card from the old device into the new one. We still were unregistered to have text/phone service. We called Ezra with TMobile Customer service on Sunday, 9/25. He told us that we needed a status change and to go to our local Metro PCS store, and they could help us.

We went back to our local Hendersonville PCS store on Gallatin Rd. on Sunday, 9/25, around 4 p.m., and the store was closing, so we went back on Monday, 9/26. We told the associateTroy about our situation, and he was unable to unlock the IMEI number [protected] for the new phone. We contacted Mike at customer service, and he was unable to assist in unlocking the phone.

We had a time-sensitive window where we needed the phone due to out-of-town business, so we are now again ready to proceed in getting phone service for the phone we received on 9/24. Can someone please help? Also, please do not charge an additional fee to the card. I am also asking for a refund for the deductible that was paid when the claim was made.

My phone number is [protected]. The phone number of the phone we are talking about that is locked is [protected]. Please let me know if you have any additional questions. We look forward to hearing from you soon. Thank you again.

Sincerely,

Barry N. Amonett

Yesterday September 24th at about 2:00 p.m. I went to Metro to add a new line to my phone plan. After receiving the phone I was finishing up getting ready to leave and I asked for a receipt the employee told me it would be text to my phone. When I got home I had a text message for the receipt that said I payed 71.36. Which was completely incorrect my total came to 161.96 dollars. So where is the rest of my money? I tried calling the store and the phone just has a busy signal. I want the money that this metro employee stole from me. She completely took advantage and cond me out of 90 something dollars. I highly doubt that I'm the first customer they have done this too. makes you wonder how much money they have stolen from their customers.

We've had 2 phone lines with 15GB hotspots on them for the last 3 years now, suddenly this year they've been ripping me off, my dad's phone still gets 15 GB but mine shuts off at 12, sometimes as low as 10 GB before it shuts off for the month but I pay for 15 GB. When my dad brings this up when he pays the bill, they threaten to RAISE our bill even though they should refund us for the hotspot they don't provide us every month. If I have to pay $5 to add 2 extra GB, then 2 GB is worth $5 to me the other way around too, and they owe me $10 for months when they took 4 GB off my line, they owe me $7 for every month that they took 3 GB off my hotspot. Instead they're rude, disrespectful, and say that we don't even deserve the deal we've been on if we're going to complain and if we don't shut up they'll raise the bill from $75 to $95. If the employees hate their job and can't take it seriously, fire them and give me the job, I can show them how it's done. They don't deserve a living if they're going to be scum bags.

On september 11, 2022 I went to metro to switch to there service the iphone 11 price was 49.99$ on display I took a picture of there display when I went today and was denied the refund for there mistake. They then overcharged me for phone cases two activation fees and phone case for 100$ so I paid 323$ for a promotion that should of been no more than 120$ the company will not fix it over the phone through email or in the store. I went to metro by tmobile on 1808 e bristol st elkhart [protected] invoice numbers are 91805 &91803 318.31$ for new customers it should be 170$ less thank you

On July 21, 2022 at 13:45pm I purchased a Samsung A03s phone from your company - Account No. [protected]. However, on September 1, 2022 at 09:44 I reported the phone stolen [protected] - IMEI: [protected]). On September 2, 2022 the thief (Alexander Nesbitt, Jr.) reactivated the phone under a new account and phone number [protected]). Upon receiving a call from Mr. Nesbitt via the stolen device, I contacted the local police to have the phone returned to me but Mr. Nesbitt refused to relinquish the phone by telling the police officer that it was a gift from me and if I wanted it back I had better take him to court. An incident report has been filed. After several attempts to obtain supporting documentation for the judge (via phone and visits to local Metro by T-Mobile dealers) I was informed on September 9, 2022 by a Customer Care Supervisor that I cannot be given any documents because I did not report the phone as stolen. I informed the "Supervisor" that I did in fact report the phone as stolen and the mistake is with your company because the operator did not annotate the account correctly by "flagging" the phone as stolen. In addition, why would I have a police officer assist me in retrieving the phone, file an incident report and petition the court for a hearing to have the phone returned or funds reimbursed to me from Mr. Nesbitt if it was not indeed stolen. The fact that the "Supervisor" is presenting this matter as my fault and not the incompetence of the Customer Care Representative who did not annotate the account accurately is highly insulting. I have been a loyal customer of Metro by T-Mobile for more than 25 years and to be insulted in this way is truly atrocious. First, Mr. Nesbitt does not and did not deny to the police officer that he is in possession of stolen property (by providing the stolen purchase receipt with my name and visa debit card number to the officer and lying to her stating he paid the monthly phone charges) is further proof of his guilt. Secondly, he also refused to give the police officer the above items. Please advise why the Customer Care Representative did not label the phone as stolen to prevent this travesty; why the stolen phone has not been "blacklisted" and why Metro by T-Mobile refuses admit that the mistake was and is a result of incompetence by your company. The loss of time and energy to this matter is most disturbing.

My name is Jasmine Savage my number is 214.315.3363. I have an additional line for my mom of 214.507.2704. On May 30, 2022 I submitted my info for the ACP discount, didn't hear anything so on June 12 or 14 I submitted it again and chatted to see what was wrong. I was told my mom's name wasn't on the account so it was denied. My mom's name was added and I submitted again, I was then told the account had her maiden name bowens in it and the cap verifier didn't. So you all removed the bowens and resubmitted. I chatted and called and was told it takes 2 billing cycles, but I told the customer service agent that you all would contact me within 5 days and I haven't heard a thing from metro. I was then told to call cap, so I'm like why when they have already approved me. The agent told me that they just put the info in and cap has to activate it. So I said well the previous number I gave in May has expired and I have a new number, which number is it. I couldn't even get a response to that because SHE DIDNT KNOW! (I THINK) YOU ALL have got to do better with customer service don't say you will respond within 5 days if that's not wht you are going to do. Every time that I have applied for this discount, I have NEVER gotten a response from Metro weather approved or denied and that's sad. And please update your agents on the ACP process I've been told it takes 2 billing cycles, then I was told it takes 30 days, then I was told it happens immediatly, now which one is it. Everyone I've talked to NEVER had the right information for me, and if I'm purchasing your product and you don't have the right information for me, what use is it for me to continue to pay for your product.

August 27, 2022 - 1:30 PM

I bought two phones at Christmas time last year. Metropcs said that between 60 and 90 days from the time of purchasing them. they said that the phones would be unlocked. Its the same thing when buying any two phones when they are unlocked and I can install the sim card in either phone without needing to speak to an agent. I couldn't get them to understand both agent/supervsor to understand that. Metropcs tied my phones imei number to whichever one had the sim card in it. The other phone would not work because Metropcs was keeping my imei number tied up if it did not contain the sim card. Without being able to switch my sim between both phones. I have had phones from your network and from other networks and I have always beeen able two switch the sim card to any phone whenever I got ready to. All the other Companys allow unlimited switching sim's between phones without speaking to an agent as long as they were paid for. If I cannot use my unlocked phones without the sim card being able to be tied to one phone and not allowing me to switch the sim card without calling Metropcs-T-mobile, then you should buy the phones back that I bought from you and allow me to move to on another phone company. Richard Smith [protected]- Home [protected] Thank You very much. I hope to hear from you very soon

my name is Nancy Peoples i have been going in circles for 2 months now calling resubmitting over and over the rep that helped was so rude her id was 502489 i asked for supervisor she kept repeating they could not help me my number is [protected] I'm approved been for 2 years so why am I paying 60 every month

its very sad how me with ssi ssa and other medical issues have to keep dealing with customer service reps that want let us speak to someone else we they are refussing the transfer us

On Sunday, August21, 2022, I went to the Metro PCS store located at 1445 Forestdale Blvd., Birmingham, AL 35214. I wanted to purchase the Samsung S21 FE but the salesperson, Aniya, talked me into purchasing the Samsung A53, stating that the price tag was lower but the performance was about the same. Since I am a current Metro customer, this would be considered an upgrade. I asked Aniya, what is the return policy? She stated that it was 14 days, but then she changed and said that I needed to bring it back at the end of the day if I wanted to return the item. I purchased the A53 with the knowledge that I could return it. Approximately 1.5 hours later, I returned to the store and told Aniya, that I wanted to return the phone and get the S21 FE and that I would pay the difference. She called the manager, who stated that I could not return the phone because it was an upgrade. Aniya told him that I had only been gone for an hour and the phone was still in excellent condition. I called customer care while I was in the store, and they told me I could return the phone. The manager told Aniiya that Customer care can’t tell him what to do because he was a franchise. His answer was a firm no. I asked Aniya, why did she tell me I could return the phone if it wasn’t true. She stated that she didn’t know that was the policy. Had I known that I could not return it, I would never have purchased the A53 with that knowledge. I would have just gone with the S21. The manager told Aniya to tell me the district manger would contact me on Monday, which she did not. I went back to the store on today (August 22) to speak with the manager, Abid, in person. He told me “she said there is nothing that could be done”. I asked him who the she was and he stated that it was Metro Customer Care. The manager was unrelenting and would not work with me. I told him, he should train his employees to not give erroneous information to the consumer if they are unsure of store policies. I also told him what Aniya told me and he said, I did not know she told you that. He then went to the computer and told me I could swap the phone but that I would have to change my phone number. He was really being unprofessional, rude and mean. I told him I had this phone number for years and wasn’t about to change it. He did not respond. I picked up the phone, left the store and called customer care again to verify if what the manager said was true- about me having to change my number. She confirmed my suspicions and said that he was wrong. I am appalled at the treatment that I received from management. I was disappointed, tired and in the end upset that he would lie about T-Mobile’s policies as a whole. I would and am requesting a swift resolution to this simple problem that could have been resolved easily if the proper management was in place. This was a horrific experience

T. Turner [protected]