Metro by T-Mobile
Reviews and Complaints

Hi my name is Gloria Salayandia. I went to your store metropcs in the south of Roswell to get new service. I ported 5 numbers so I was told i could get 4 free phones and one phone upgrade. During my purchase I was never informed by the clerk of your policy. Last night I was looking into the phones and found out the service was bad. There was no connection or weak connection on calls and internet. This morning I went the shop metro pcs to return the phones and was teyimg to get my money back. The clerk that helped me seems fairly new so the supervisor i assumed was there and started helping her with my return. She informed me that i could only get 70 something dollars back. I told her I gave her close to 370.00 the night before and then she started to explain to me about the policies. Then I explained to her how unfair that was that i could not understand how they could just keep 300 dollars of my money over night. Told her that was wrong on the company that they should not do that. Then the supervisor started overreacting and told me to stop being rude. I told her what is rude is that your company took 300 dollars off of me with no service and nothing in return for that money. So she called Anna another supervisor Anna told me the same thing I told Anna the same thing that that is just plain wrong. So the heavy set lady in the shop you. An ask the attending clerk who she is. Started off telling me that I could leave the store and go to the other store. "I should have to begin when I was looking to port my lines if i would have known how irrational and unprofessional those people in the south store are not only with me as i found out later. Well to make a long story short I told them i changed my mind I wanted to keep the service and my phones to see if i could work out first with someone else in the company. The heavy set lady said no you came here so we are doing what you told us. Did not give me a choice to keep the service until i could resolve this any other way. I even told her that I could start a civil law suit to get my money back. Thats when she went bolistic and started calling me dumb.after she offended me first I told her other things as she offended me as well. Then when i resolved my money back issue with customer service by calling them and explaining to them what had happened customer service told me that they opened a case for me and to go back to the store and get my money back my full refund. I went back and that heavy set lady again came out from the back and threatened to call the police on me saying I was never allowed in their store. It is sad and embarrassing that customer service has gone so bad with people like that working for metro. A public place. So I am writing this to you still hopping to get this resolved. I paid for a service that was not provided for me. Paid for connection for this month with no phones cause they kept them. Also they lied to me telling me i could port my old numbers just with my pin and account number. They gave me the wrong pin. So by now I lost my needed old numbers for my business. Let me know as soon as you can what you will do and can do about this. I know for a fact i have not been the only one who has been treated horribly by the supervisor employees in the south store. Thank you

I have had my son's phone plan for a year. I was told when I bought it to pay online because it was free. However I was just charged $3.99 and it was under cti not metro pcs to pay then it said $51.49 to proceed with payment which was declined because they just charged my son's card $3.99 for no reason. We do this every month and this is not a thing. So kindly reverse that now. We will be calling the ic3 fbi fraud unit to turn you in for scamming customers when our contracts say different my kids number is [protected] fix this issue now or I'll have my bank flag all payments by your company as fraud

On 04/05/2022, I entered a Metro by T-Mobile store in Moreno Valley to inquire about there phones and rate plans. I was planning to leave T-Mobile (after 15 years) and transfer to Metro. I realize they are technically the same, but their rate plans were quite a bit cheaper than what I was paying.

It was late in the evening approximately 6:30pm and during our visit the sales person stated that we could get any phone for free (but had to pay taxes on the total cost of device), and only had to keep it active for 90 days before I could get it unlocked and then I could get a different phone. My girlfriend and I wanted an iPhone but they had none available, so we chose a couple of the low quality phones they had on hand.

Then she says, we need to purchase one accessory with the phones. I choose 2 phone chargers and asked how much they were to which she replied “I don’t know I have to check” and go thru the process of checking out. she says I need to pay the service fee in order to get my account up and running in order to complete the porting of my number. I paid the outrageous amount of $260 and immediately after paying, I was being rushed by the store employees since it was already 7pm and store was closing.

The employee said it was too late to port the number over and she says that I couldn’t take the device with me (or any accessories), due to the current status of my account and I would have to return the next day.

I got home reviewed the receipt and noticed that the phone chargers were $40 each and there was also a phone case for $40 which totalled $120 for accessories.

I returned the next day and told the employee that I didn’t want to get the (Free) phone any longer and I was going to just stay with my currently unlocked iPhone XR. She says that she can only refund me the taxes ($20 for the phone), but the accessories aren’t refundable. I told her that I don’t have any of the accessories or the phone and she still had in her possession. She said that we needed to go thru with the porting of the number before we can begin the $20 refund.

I was livid. I wasn’t going to let her try to rip me off for $120 in accessories (that I do not have, nor have I ever had possession of), so I refused to assist in the porting process and said I will return when the manager is back.

I returned 3 days later when a manager was present and she confirmed that she wouldn’t be refunding any of the money and she gave me the corporate office address.

I went to corporate office and spoke with them regarding this refund and the employee at corporate asked me to return when they had a manager present. I then returned the following day, just to have the manager tell me that they couldn’t do anything and it was a franchise store which they have no control over.

I never received my device, never got my number ported, never got any accessories and never got any service.

Now I’m $260 poorer than before and after 2 months without resolution, I have not been able to get anyone to help me in getting my refund even after multiple attempts with customer service via phone calls.

I don’t know what to do now.

Hotspot internet is down. Any help would be appreciated. Thanks!

I went to her store in oak ridge tn on June 2 2022 for her to fix my phone because my screen got broken and I had to get another one. So l go to Wal mart and get one and I explained to her what was going on so she says yes I can fix that for you if you have the sim card that came out of my original phone that I got from them so she started working on it then she couldn't get into the account so when she did said I owed 84.00 so she takes that off my card before

She does anything about working on my phone so when she did start working on it she had to call her tech people she got that straighten out she started messing with her computer for about 15 or 20 minutes and she said I'm so sorry but your phones locked up so now I have no phone and paid for another month of service and I don't have a phone so what do I think should happen l should get a 100.00 and

A free phone because Nicole locked it up to straight with a brand new phone plus she took money off my card so I don't have the money to go out and buy another phone cause they to expensive...

I've been with Metro PCS for years and had no major problems until now - since the plandemic their 'customer service' has gone down the toilet. Perhaps they can't find good people since then, but there's no excuse for the incompetent and unprofessional staff they now have - who is hiring these [censored]s?

A few months ago I purchased an unlocked Moto G Stylus through eBay; it has the storage capacity I need, and I wanted a phone without all the bloatware that Metro adds to theirs - not to metion it was much cheaper! I went to the Metro store in Ft. Oglethorpe GA to have it activated, and was told they couldn't guarantee it would work on their network. They suggested I buy an SD card to expand my storage if I didn't want to buy the phone through them, so I did and returned the eBay phone. My old phone was working fine until recently - suddenly apps are greyed out, I can't take or send pictures, and in settings it says the SD card is corrupted. I returned to this store on Battlefield Parkway, which is where I first purchased the phone I've been using, and the woman at the counter looked at the phone and said, "Oh, the SD card is corrupted." Hey, tell me something I don't know! I asked her what caused that, and her response was priceless: "I don't know anything about SD cards." She turned to her co-worker and asked him, and he said he didn't know anything about SD cards either. I pressed on (even though I suspected it was futile to do so) and pointed out that some of the app icons were greyed out and couldn't be used and asked if she knew what caused that; she actually told me that "you can't put apps on SD cards." Seriously? I'D BEEN USING APPS ON THE SD CARD FOR MONTHS! I asked about another employee who worked there and who was reasonably knowledgable, thinking I'd come back when he was in, and was told he's no longer with the company. I guess the good people go elsewhere! OK, so much for the phone... I asked her how to send messages on the tablet I had gotten from them. She said, "Oh, you can't send messages on the tablet, they're just for customer service messages." Once again - WRONG! I looked on the internet when I got home, and there is indeed a way to do it.

And these losers are the face of Metro? (Not to mention, the fact that the woman's arm/hand was tattooed with bones so they looked like a skelton was not only unprofessional, it was rather disconcerting.) She told me to drive over to the Rossville store because someone there might know what to do. Sure, I'll drive to a store in a bad area because after all, my time isn't worth anything and gas is soooo cheap!

I did indeed drive... to another cell phone company! I've switched carriers, and am done with Metro. Given the abysmal treatment I received and utter lack of training and unprofessionalism of Metro's employees, I suspect it won't be long before this company is out of business or absorbed by another carrier.

STAY AWAY!

When I went to store I was upgrading my phone I asked for the moto g stylus and their computer wouldn't let her sell it I guess all metros we're having this issue and she talked me into another phone. I don't like it can't exchange it and didn't get the one I wanted I'm really upset I didn't get phone I went for because issue they had.

I bought a motorola pure g because 2 days prior, someone had reached into my truck and stole my phone... fine and dandy...

5 days later my new motorola phone was at 17% and I forgot my charger, so I powered off the phone. after a while I turned phone on and it somehow was stuck on boot mode... so, I followed some YouTube directions to no avail... now it's is stuck on 'no boot available' screen. so I took to the exact place where I purchased, and the cashier lady said it is gonna take 3-5 business days to warrenty unit... so, they are for real... I'm phone less bcuz they sold me a piece of junk. now I gotta wait for a replacement phone, why wasn't I told that in the begining,? could they have given me another one of their hunk of junk phones? I think they should've. and now I wait for a replacement hunk of junk. maybe this time I won't put too many email accounts on the newest phone I receive, I know now these Motorola phones are lame. that's all. good day,

t. r. ivan jr.

I purchased a cell phone from Metro by T Mobile at 8117 Staples Mill Road Henrico Virginia 23228 on Wednesday May 4th 2022 I was not told the charger was not included. When I called the store Andrea the nasty sales lady stated I had to buy it seperate. I don't drive so I had to ask my friend to take me. I was sold the Tech 21 Wall Charger with a 2 year warranty for $30.00. Went home and plugged the phone in to charge and the charger caught on fire. Called the store

and was told by Andrea there was nothing she could do.

I sent an email to Tech 21 and was told the store was suppose to stand behind

this product. I had to go to another Metro location to purchase another wall charger. It was not a Tech 21 and it was only $26.00. I have the charger that caught on fire the box and the receipt. So I had to spend $57.00 in order to get a charger that works. All I am asking is a refund of $31.80 for the burned charger.

Guy's, Please help us out. The hotspot internet is bad. We use hotspots for both

wireless internet for desktop and phones.

Thanks for anything you can do.

dp

Cannot get on internet except in rare short time spurts due to poor connection. Used to be very reliable until they merged w larger company. Now I get access only by Wifi. 100s of calls and a new phone did nothing. I did business at the store on Roosevelt in Forest Park, Il since 2018

Afterno service and no results in more than seven hours of phone time and being passed around to service reps , nothing has changed. When I thought a resolution was being provided, I would get switched to another rep and start from square one with no results. Ticket number INC1386345 NO CUSTOMER SERVICE PROVIDED I FELT LIKE PEOPLE WERE HANDLING ME WITHOUT CONSIDERATION OF THIS PHONE WAS FOR AN ELDERLY SISTER

I bought a phone in july of 2021, after 8 months the internal storage ran out so on april 02 2022 I went to a metro pcs store at 1440 Forest Avenue Staten Island, NY 10302 DCA #2081102

I was pressed for time and annoyed that a purchase only 8 months old led me to having to purchase another phone. The sales person was not helpful, she kept wanting to sell me a new line and or a 5g phone. I decliined many many times and I purchased a MOTO G PURE 32G - I explained my situation to Juliet and finally I purchased the MOTO G PURE 32 G. I then showed up on sunday april 3,2022 to exchange my phone. it was 24 hours later. immediately she said that they dont accept returns. I informed her of my receipt stating I have 14 days to return. she then said to come back in an hour. I responded NO. Appalled I asked why should I have to come back. She explained her supervisor was not answering her. I still refused. I then called customer service to complain about my situation I was told my Gayem #3310384 (thecustomer service rep) to come back tomorrow. Appalled again I said no, I am not coming back. No where is it indicated that only certain things can be performed at this store or any restricition. I then escalated the call to a manager at metropcs csr srvc 800 number. I spoke with a Jean and filed a complaint over situation. I was giving the complaint number or ref id #[protected] and was told I will recieve a call back in 24 hours. then, I explained to Juliet, the employee that I dealt with on 4/2/22 that I want an exchange for a phone. there was no way to test said item before my purchase. I wanted a phone with at least 64 GB because the moto phone will not allow you to put downloaded apps on the sd card. someone called the store and asked for JUliet to ss my receipt. to my surprise in tiny tiny print it says upgrades can not be exchanged, returned or refunded. the sales rep never informed me of this. nor told me I was doing an upgrade. she was not helpful and kept pushing me to a 5g phone. then when I was almost ready to leave the store on 4/2/22 I asked if she had 5g and how she liked it and she said she did not like it. yet she was trying to coax me into purchasing something she has and does not like? I thought I was dealing with a trusted advisor. I have been a customer for over 11 years. I pay my bill on time every month. I feel this was a bait and switch. and I will be leaving this company once I either get full refund or my exchange to a better phone that will most likely make spend more money. being told to come back is highly unproffesional. and I feel like my situation and business is not valued. I intend on following thru with this situation and filing a complaint with BBB.

They have repeatedly refused to pick up the phone when the service they are offering and I payed for does not work! 4/2/2022

First off I am on the EBB program and have been since the start of. And when it switch the the ACB program I was told by metro and ACB I didnt need to do anything that my enrollment would be automatically switch. And it wasn't and when I tried to call someone I was told it would adjust by one person. But when it didnt I called back and was treated like a was stupid. And when I try to pay my Bill's with my Card I have chime and it wouldn't let me. It wont ever accepts my cards. I even order a new one cause it says invalid card. But it still doesn't work. They told me to fo to the store and pay. Ya pay 5 dollars more to pay my bill. I am on Disability and feel like I was treated wrong because I have issue understanding foriegn ppl. It hard for me to understand what they are even trying to tell me what to do. I just feel like they was trying to take advantage of me I have been with metro for at least 3 yrs and will be switching when I get a new phone.

I recently Purchased the Galaxy phone, on 03/02/22 , of this year and come to find out that the representative did not put my sm card in my phone in which there is supposed to be one the results is my phone gets no internet i cannot text , it is almost like someone else is using my phone, my inter net data is used, up in one day and have yet to use it this issue has happed in the past, however this time i saw the sm card in his hand but yet he did not put it in my phone, and i am very mad of this because i use my phone for my Bushiness ! there for i am asking what will be done of this i purchased this phone at you long beach metro , on w willow and Caspin Ave , i need to have my sm card, and would like to know why one of your employees kept it , I have been with Metro for over 5 years, and feel i should not of been treated like this.

Internet is slow and freezing up. Can we get 25 meg down, please.We never get more than 5 meg down.

I erased the ip address in the photo in the paint software.

Any help would be great! Thanks!

dp

My Mom Phone was not working, I took it the to metro PCS to find out what was the problem with the phone. I was told that the phone was damaged and I needed a knew phone so I bought the Phone from Metro. When I bought the phone I was never told that by purchasing the phone I'm locked in (phone lock) for a period of 180 days before, before they will unlock the phone. I was never told that).

First I'd like to say I record all my calls and in addition have screenshot proof. For months since 2021 October, I have had connection issues, dropped calls 8x in 21 minutes, lagged calls ( the person I called back will answer then the call drops and they get two extra calls I never made. The calls register on my phone recorder app however a a zero minute call, which is impossible and I never called them more than once.), reps who placed me on a long mute and then hung up on me, managers who lied to me and told me to buy a new device, offered a refund under false pretenses, given a refund for 1 month, lied to again by Angel from twitters Metro page. These again are my issues. Now I'm told to go back to the store with my brand new device because it's my phone again?! Then Angel said they don't offer service refunds without fixing the issue first. This is a bold lie since I was issued one in December of 2021, despite not having the issue resolved. I checked online and many are having this same issue. So I know it's a known issue, yet they told me to buy a new device. I am currently working on a FCC complaint and I'm getting a consumer lawyer if anyone is seeking representation.

My dad purchased this phone on February 28th and yesterday March 2, it started crackling through the speaker when he used the voice activated prompts like Home Screen, his contact list, etc. my dad is an elderly blind man so he needs to hear the phone speak to be able to navigate and use the phone. Today, he brought it into the Metro by T-mobile store in Berea, Ohio where he purchased it. The employee was accusing my dad of getting the phone wet, which it never was near any liquid and that he would have to have phone sent out to have it checked. Mind you, this was only 4 days after he purchased the phone and well within his time frame to return the phone. My dad did not allow Michael to keep his phone after he took the battery out and powered it back on, it seems to be working without the annoying crackling. I myself heard the phone crackling out of nowhere yesterday when he was attempting to use it.

This treatment of an elder with a disability is so inappropriate and unprofessional. I wanted this complaint on record in case the phone does act up again and it happens after his time frame to return. This employee should be working where he doesn’t have to deal with people or customer satisfaction because he failed in our eyes!

Sincerely,

Donna G.