Metro by T-Mobile
Reviews and Complaints

As of 1/3/2022 I have been having cellular issues with Metro PCS. I've called at minimum 7-8x. Supposedly they submitted a ticket which would take 3 days for a technician to review. Then I was told to go to Metro PCS location, I went, I got a new chip on 1 phone and purchased a brand new phone for second line. I came home and am having the exact same problem (1 bar where calls drop or No Service). Yesterday I was told the exact same thing, that they were moving my cell service to a different tower, and yet again. No one cares at all whatsoever, and they just repeat the same apology over and over. I cant work from home without a phone line.

I have made over 15 LONG CALLS to Metro PCS Customer Service with NO resolution or compensation for the bills I KEEP PAYING even though MY SERVICE DOES NOT WORK. In Fact, I have been told BY METRO CUSTOMER SERVICE that If I do not pay my bill, they will NOT resolve the issue that Is ONGOING.
I have no service where I live for a two block radius. I have been a customer of metro since 2019, never had an issue until about two months ago.
They have opened "tickets" on my behalf and changed my towers multiple times and completely wasted hours upon hours of my time on the phone with NO RESOLUTION-
Unacceptable in every aspect.

im Keisharene Santiago i was mistreated by these staff of Metro Pcs. Incident occured 12/23/2021 approximately 7;30 pm by store manager Carlos and assist manager Jesus.

I contacted Metro by T-Mobile with concerns over poor service (dropped calls, no voice network, etc). They told me (several times) that I needed to upgrade to a new phone. I agreed to by a new phone with the condition that if it didn't improve the service, I could return it for a full refund. The new phone didn't help and the next day Metro by T-Mobile refused any refund. After arguing with them in the store for two hours to honor their promise, they refunded the phone only. They refused to take back the case they forced me to buy and the activation fee...she said I would lose my phone number if I didn't agree to eating the activation fee. I told her to refund the phone and I would take up the rest of this ripoff with her Corporate Office.

Metro: Hi. I'm the Metro by T-Mobile virtual assistant. How can I help you?

You: customer service please

………..Please see more more below…….(Original length chat available if needed)

………..Please see more more below…….(Original length chat available if needed)

Virtual Assistant: 
To direct you to the right contact number, please choose from the following topics:
Mail-in Rebates
Online Returns, Sales and Order Support
Premium Handset Protection
Make a Payment
Customer Service

You: Customer Service

…………..Please see more below…………...

………..Please see more more below…….(Original length chat available if needed)

You: Live Chat
Virtual Assistant: 
Ok, let me get you to a human. Just two quick questions first.
What is your full name?

You: robert arroyo
Virtual Assistant: 
Thanks! And your 10 digit phone number?

You: [protected]

Ok ready, let's CHAT!
Pat: Welcome to Metro by T Mobile my name is Pat Id number 500472. Thank you for chatting with our Virtual Assistant, please allow me one moment to review so that we can continue where you left off.

Pat: Hi Robert.

You: Sorry to bother you but I need to file a complaint about the way I was treated at a Metro by T-mobile store.
You: What is our chat number?
Pat: So sorry to hear about that Robert.

Pat: I got here only my ID number which is the 500472

Pat: We can file a store complaint here for that one Robert.

You: I'm going to paste a copy of my complaint here...OK?
You: no chat number available?
Pat: If you don't mind me asking what happened?

You: Sunday, 12/12/2021
To: Metro by T-Mobile, T-Mobile, T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM [protected]
From: Robert Arroyo, 1150 N Rusty Nail Rd, Prescott Valley, AZ 86314 (phone: [protected])
Subject: Dishonesty in the business, Bait & Switch, "Slamming" of unrequested additional services.

Metro by T-Mobile lied to me and ripped me off and people need to know about my experience and opinion ASAP (before Christmas) to educate them and possibly prevent this from happening to them. I've been a Metro by T-Mobile customer for 5-6 years. The service has always been great until about a year ago I noticed a degrade in service (dropped calls, "no voice network", Emergency calls only", etc) and have been struggling with them ever since.
Several moths ago I called them to discuss the poor service and they transferred me to tech support. Tech support had me make several changes to my settings and also said they tuned the local cell site but nothing changed. The service was still sporadic at best. I was constantly hoping my phone would get ANY signal/service in my area, especially in my own home.
Several weeks ago I went down to my local Metro by T-Mobile store in Prescott Valley, AZ to see if they could help/advise me on a fix. They told me that my "LG" phone was obsolete and LG was no longer providing updates. They said I needed to buy/upgrade to a newer model phone. I said OK but only IF that new phone improved the service and if not, a full refund would be provided.They assured me that there was a satisfaction guarantee for a full refund. I told them I wanted a Motorola one 5G Ace. They told me they would have to order one from Phoenix and it would be in the following week. Three weeks later and they were still telling me that "it didn't come in yet".I decided to try calling one of the stores in Phoenix (90 miles away) to see if they had one.
The 2nd store I called was in Phoenix and they had several in stock. I told them I was intending to drive all the way down there (90 miles)to get it. The store was: Metro by T-Mobile, 2601 East Bell Rd STE#15, Phoenix AZ 85032. Phone: [protected].
This is where the horror story begins…
- 12/09/21When I got down there (Phoenix) and identified myself, they (Isabel/Bertha?) told me that if I wanted to buy the phone I would also have to buy a case and screen protector (>$50)...that they were "required to sell these accessories in case you drop the phone"...!?!?! (Bait & Switch or Strong arm sales?) I protested and said I just wanted the phone. She said she can't sell it without the case or another (overpriced) accessory!?… store policy...said she would waive the activation fee if I bought accessories. Rather than drive 90 miles back home without the phone, I agreed to buy the case only for $22.99 (ripoff). My wife was with me and witnessed this whole conversation. We asked again about the Satisfaction guarantee and were assured of a full refund if not satisfied...but only for 7 days…!?!? We asked her for her name (no name tag) and she grudgingly said it would be on the receipt (rude). We finally got the new phone activated, ISABEL (per one receipt, BERTHA per the credit receipt on 12/10...same girl) put both old and new phones and boxes/literature in the bag and we were walking out the door when she called to us and tore the receipt off her register and put it in the bag. We were happy to get out of there. After driving 90 miles home, I walked in my house and the phone said "no voice network available"...the same thing my old phone had said. I drove around the neighborhood and had signal about 25 to 50% of the time...just like the old phone. Unacceptable...Dissatisfied...12/10/21: I drive back to this same store (another 180 mile round trip) and ask for a full refund. Isabel/Bertha (whatever her real name is) says there is no refund and that there is only a manufacturers warranty. WT!?!**+!? I tell her that the phone is fine...not a phone issue...that the network service in my area has changed for the worse and I want the full refund that was promised yesterday. She refused and I asked her to get her management team on the phone. Two hours later she gets permission to refund the phone only. She said that the cellphone case that I didn't want to start with is not returnable and if I didn't pay for the reactivation fee, I would lose my phone number! (Another strong arm tactic threatening my phone number!) I told her to refund the phone and I would take up this matter further with Metro by T-Mobile, T-Mobile management /Customer Relations. Isabel/Bertha told me the case was $22.99 but when I got home, realized she had charged me $29.99. She also tried to "slam" me with a $10/month Insurance Plan but my wife asked her if our bill would change and she had to admit that it went from 50 to 60 dollars with the insurance...(I thought "SLAMMING" was illegal and find it sneaky...not appreciated.) We told her it was not approved by us and had her remove it. She also never had us sign either the receipt or credit slips...why?---------------------------------------------------------------------------------------------------------------
Note: Please refer to the "Chat" conversation (attached) I had with the Metro by T-Mobile website rep Piolo on 12/07/21...Chat ID: [protected].
Included in this chat are:(cut and paste)…
Piolo: Hi, we would like to thank you for having business with Metro by T-mobile.
This is Piolo ID: 502353. It would be a pleasure to help you.
You: My concern is that I'm getting poor service from T-Mobile and am willing to upgrade IF IF IF I can move to Verizon with the new phone if the T-mobile service isn't better.
You: can you send a copy of this chat to my e-mail please
Piolo: Oh... We dnt have a tool to send you the conversation.. But I can give you the ID of this chat... Or you can also take a screenshot of our conversationPiolo: Chat ID -[protected]
You: ? Thy sent me a copy of a chat I had about 3 months ago.Piolo: Oh... I wish we have the tool to send an email Robert :'( The only thing that we can send are automated messages... But let me check with my supervisor Piolo: We truly sorry Robert... They too dnt have any option to send customers a copy of the whole conversation... But customers can take a screenshot instead…
You: If I upgrade to the new phone, can I get a refund if the service still is poor and I'm dissatisfied?Piolo: Yes we have a Metro Promise policy within 30 days from purchase
You: Full refund of the purchase price?
Piolo: Yes Robert, full refund... Customer has to return the complete accessories with box and receit
You: OK...just to summarize, I can buy the phone from Metro byT-Mobile and if dissatisfied, I have 2 options:You: 1- Return phone for a full refund and cancel my service (2 lines) ...or 2- Keep the phone and poor service for 6 months (not 90 days)and then cancel my service?
Piolo: That is correct Robert... If you are not satisfied, you can either ask for full refund of the device within 30 days upon purchase or you wait for 180days to unlock the phone and use it to a different carrier.…
This has been an awful experience and I feel obligated to share it with others/social media to prevent this from happening to them too just a few days before Christmas.I was told a "full refund" several times and got screwed out of $54.88. Either dishonesty or poor training caused this issue and others need to know of the possibilities and resolutions. Please advise of your intentions. Please, I expect an answer by 12/15/21.Thank you, Robert Arroyo [protected]
Pat: All information also will be notated here on your account Robert.

Pat: One moment Robert as I will read this, okay?

You: ok
Pat: Thanks ❤️.

Pat went on to tell me that this matter would be escalated to upper management and then the CHAT was cut off before I could copy and paste that to this document.

To date...12/22/21...I have not heard a word from Metro by T-Mobile.
I retired from the Telecommunications Service business with 27 years and this type of behavior/treatment would have been attended to immediately.
To have the integrity, competence and honesty of employees in question would have warranted an immediate investigation by Corporate. Why hasn't Metro by T-Mobile responded?

Robert Arroyo
[protected]

Unable to connect to network, after trying a 4th new phone. I live in North Dallas where everyone gets full bars no matter what, I cannot send or receive anything, dropped calls, missed text messages that are days old. MetroPCS told me to go "F*K": myself at the store.
DO NOT USE THIS CRAPPY SERVICE!
You cannot communicate with anybody, and when you try to use only WIFI,
it will not allow you to call or send SMS using WIFI... WTF?

So far your service has been terrible.
I have called ten times to get my ebb benefits and still haven't received it.
This is been going on for three months back and forth it's as if you are doing it to purposely.
​I was approved by federal government months ago my benefits approval # [protected]
I should get my benefits retroactive to include the two previous months!
thank you
howard maher

I get a message not connected to network I pay my bill on or before time, and yet can't get them to fix something wrong, if they can't fix it replace my phone.

My phone got turned off, metro indicated that I have to pay my monthly payment to turn my phone back on? Wait wait.. Today is november 4th I just paid my monthly phone bill of $50 on oct 19th. Wtf! That's less than a month. This is a new type of scam for these big corp to bring in more $ for the share holders, I mean unless they have these third world country using cheap labor to handle the billing. In reality most people won't even complain about this type of situation, on the other hand these cheap labor are too ignorant to even know that the wealthy is using the them to steal. In any case. This is stealing and stealing is stealing..
I've been with metropcs since 2005, it's time to move on

I had just checked my txt messages at 6:00 then I got a txt from metropcs saying storage full which it's not the same lie like Dropbox because they want me to delete certain stuff from my phone and I'm not I removed some old stufff and if my storage full I should be able to delete some txt messages but it's not allowing me to and I had on removed the old txt messages first anyway when I check yesterday they cut it off. I also noticed my location was cut on and I had it turned off first metro pcs deactivated my voicemail then removed my caller I'd both without my consent called nothing has been fix now I can't send or receive txt messages just like I called them yesterday 11/3/21 that call has been removed soon as I got off the phone with them I posted to Twitter that's why I don't wait to post she was asking me when I open my account which I didn't tell her do I have what's up app and what apps I have on my phone I told her it doesn't matter they messing with my device for the state of fl and let's not forget on September 20, 2021 my number was used to get a code from Microsoft and I don't have a Microsoft account that I myself personally made and I'm paying my money every month and that T-Mobile multi service line that was place on my phone to spy that I didn't place on my phone called metro pcs three times about that each time they was clueless couldn't tell me anything and my phone is Lg that I brought yrs ago before metro pcs merge with T-Mobile so that app didn't come with my phone even call T-Mobile they didn't know what I was talking about

I tried logging in to Metropcs BY t-mobile online and the stupid website say I'm entering the wrong information. My login information has been saved in
Google's password for the pass 10 years and the stupid website saying its wrong so I typed my login information physically and it still say it was wrong. So I used Metro by t-mobile app on my phone and put the same login info in and it worked, now mind you I was trying to pay my phone bill but at the same time it prompt me to upgrade my plan to keep my service. ok I'm so done with Metro by t-mobile and I'm looking for another carrier ASAP.

Over the past few months, I have had the worst experience with Metro PCS. I have been their customer for many years until recently when I switched to another provider. First of all, I was driving one day and my phone got disconnected out of nowhere, my service was gone. I had to wait until the next day to go to a metro store because customer service could not help me. After many frustrations visiting multiple metro stores and many hours on the phone with customer service, I was told by a metro store that my account could've possibly been canceled because of fraud, possibly being committed by a metropcs employee at a store. I was told that if I went to the corporate store that I could find out more details about this and that the store could see who committed the fraud. That was a lie. I went to the corporate store and they could not do anything for me. I even wrote a review and complained and requested a call back to share my experience. I did receive a call back from the store and the person on the line said that they could not do anything for me. That's when I called Metro customer service again complaining about my frustration. They offered to give me $10 or 2 weeks free of service for my troubles. Hilarious... That was part 1. Part 2 starts when I tried to redeem a $50 virtual rebate card that I received as a promo when I purchased my phone. For some reason, I never received the info for my card as I was supposed to online, so I called metro and they gave me the card details. I thought my issue was resolved only to find out that the agent did not give me the complete details of the card. So I called back today trying to get the correct information on the card, and they tell me that since I'm not a metro pcs customer anymore (I only cancelled because i had fraud on my account and I did not feel my private info was safe) that they could not credit me my rebate card. I feel that this is so unfair. I spent 2-3 hours on the phone transferring between agents/departments until I was finally transferred to their Account Manager at the top of their hierarchy (she confirmed this). She tried to help but said that because of their procedure and me not having an account anymore they could not help me. I understand the procedure, but if my account had fraud and this is the reason why I cancelled I definitely feel like they should still be able to give me my $50. I was not asking for free stuff or anything, I just wanted my deserved $50. Her info: Heather | Badge Number: 703366. I even asked if she could escalate this for me or if not if I can speak to someone above her and she said she couldn't that she was at the top of the hierarchy. Having no other option myself I asked if she could direct me to anywhere else such as the HQ of metropcs or anything that could help me even a complain center and she said that she could not do that, that she did all that she could do. I'm super disappointed with Metro and the way they don't provide solutions to customers. Ridiculous! The least they could do is give me my $50 that I deserve.

On 9/25/21 i. called metropcs because I notice a application that was never on my phobe its called. Tmoblie multi service line never heard of that and its only one line on my account they have it block so I cant disable it or forcestop it. when I ask them they act cluess like they dont know what that app is because its not under the regular apps it shows under show system where it shows every thing on the phone and thats the only application that says Tmoblie the agent said he was gona remove it but didnt I called them at 9:37a. m I recieved a notification at 3:49 p. m saying I have a new voice message I check my voicemail mail metro had deleted my messages and remove my voice mail trying to act like I never had one its telling me to set up my voicemail im not setting it up again I didnt give them consent to do anything to my phone I lookup tmobile multiline service its use to check voice messages from a computer abd your number could be use off different devices. they have Google where I can't get on not even google playstore I could. uninstall it from the play store but I cant access it because im being block from using Google then when I called metropcs on 9/30/21 because when I called people its saying private and the same thing happening to my daughter phone i. was asked for my number I said you should be sending me a onetime pin. she said I need your phone number. I said yall wasnt. asking me for a number just use to send the pin without asking for. my phone number leemtibg me know unauthorize access. Was given. to my phone

I went into the metro PCs store to upgrade my phone to one that had the NFC chip in it, so I could make contact less payments. The girl informed me that the Moto g play had the chip. I said I wanted her to check and be sure before I bought the phone. She assured me it did. I got home to set it up. The phone doesn't have the NFC chip. I went back to the store and was told because it was an upgrade there wasn't anything they could do. The sales manager then said she was waiting on permission from someone to resolve the situation. I have been waiting 4 days know for her to call me and nothing has happened. That feels like they stole money from me. I made it clear that was what I wanted and that is not what I got

This store told me I needed to upgrade so I bought this Samsung galaxy phone and the employee failed to get it to work. Once I go home I have had problems with connections and receiving calls. I bought it September 10, 2021. Metro customer service told me to go back to the store for them to fix it. When I went back the manager had threatened me

No towers in my area at all I want my old phone back or yell can unlock this one or go to court I have asked and ask for my old phone back and thru the metro promise it says yall can

This has been the worst experience of my life. I am being lied to over and over and over again by metro . I went in the store and I was supposed to be able to keep my number after I paid the girl told me I could not receive a refund and the phone can't get transferred. "After" I paid . Mind u I had already talked to metro on the phone I asked them several times if I could keep my number and they said yes sure . They do not know how to get straight to the [censored]ing point and help people they are ignorant people who joke around about the fact that they can't help u . AS OF RIGHT NOW I JUST PAID 88.70 to METRO AND I DONT HAVE YHE ABILITYTO TEXT CALL OR GO ON THE INTERNET .. WHAT A [censored]ING NIGHTMARE .STAY THE [censored] AWAY FROM THESE THIEVES

On 9/8/21 I recieved a txt from Metro PCS out of the blue about trouble with my phone I did call them I notice my voice recorder that came with the phone im paying every month has been illgeally removed without my consent by the crooked state of fl and they already removed documents I sent the attorney Peter M Hoogerwoerd from Remer& Georges Pierre lawfirm that I sent from 2017 2018 im the only one who physically has assets to my phone and I havnt removed or deleted those items that the crooked state of fl did and think im not gonna notice and they gonna get away with invading me and my family pravicy like I been said if fl anit guilty they would've removed the options from the left side of the screen on the fl connect when you log in to fl unemployment and damn sure wouldn't removed stuff from my personal devices without my consent which is a crime thats why I made sure to have back ups in fl and outta state im nobody's fool

June Davis James Davis metro PCs over charge us 106.46 they tied to say we didn't pay mertoptphone 2 months I did depit credit card wells Fargo checking account I made caim with wells Fargo merto PCs told me refund my money back card haven't none it yet3 month I got charged from my wells Fargo to checking account every month no refund

I have been a customer of metro by T-Mobile for 9 months. My service has continued to decline for the last 6 months have called customer service many times went to there stores many times. I am very unpleased with this service. I left Boost mobile for the fact was told that metro by T-Mobile was the best signal in town. Well I have received better signal from a can and string. Not only that I work all over town and constantly power my phone off and restart. I have 4 line plan and all of the phone are having issues with the same thing . Uh so flustered. I have two Moto G stylus 2020 one LG Stylo 5 and a Samsung Galaxy