Metro by T-Mobile
Reviews and Complaints

I have been with metro pcs for soo many years now, like alot. Always pay my bills on time. I left my phone in a lyft vehicle. I tried everything icould think of to get it back. I went to a metro store and asked if I could buy a new sim card for 10$ like t-mobile does. Ive seen them. I kinda thought t-mobile & metropcs were teamed up together now. I was just gonna pop it into a burner phone that a friend lent to me. So that I could locate the one I had left in the lyft. The associate. [censored] for short. Literally rolled his eyes and laughed in my face. He said no & that I just needed to buy a whole new phone. How incredulous. Im struggling asf right now. Barely able to eat 3 or 4 meals a week. Makin sure I have gas to get to work. Making sure my cat has food. Rent. Phone bill. There is no way I can afford that option. What are my options. I pay for insurance every month. Is this situation where that can help me? He says I need to check if u have insurance. He ask me for my # my name. And if my phone is working.? Yea it works but I left it inthe lyft. He said he needed to send a code to my phone to verify that i'm the owner.? How can I give you the code I dont have the phone? I figured the [censored] was going to be of no help so I left the store and make a long story short I eventually got the phone back but I just was amazed at metropcs is inability to help me as a customer get the service that I needed. I called the metro hotline to ask what else what could else what else could have been done for future reference and the man I was so rude on the other line that I asked to speak to somebody else and he asked me why I needed to speak to somebody else and I said why do I need to tell you what I need to talk to somebody else about so you can use your judgment to decide whether or not I deserve fair service. Like ur a god. He hung up on me. I called back to now complain about that and the lady took my compliant I thought... Then she disconnected the call too. Ive always had good things to say about metro. I recommended it to my friends all the time. Im just so seriously dissappointed with metro. When I really needed them they bailed. It was such a stressful, negative experience. I hate that

I have a LG Stylo 5 and a Alcatel phone on my account. Both phone have the following problems. Make a phone call, the person answers and the call hangs up. Receive a phone call, answer it and it hangs up. Go into Airplane mode on their own. Will not send text. Have to restart phone anytime you want to use it. Have gone to local store and they have reset everything - twice. Talked to support (what little bit I could understand) and they have done many resets and network resets. This problem all started after T-Mobile bought out Sprint and have seen rumors T-Mobile is trying to get rid of Metro PCS. The local store personnel now tell me is the the phones fault. LG and Alcatel have problems they are unable to fix. I find it hard to believe the two phones I have are both no longer any good with Metro PCS. I have been a customer for over 6 years and never had any problem till now. I told the local store manager maybe I should look somewhere else. She said that is a good idea!. Obviously their customer service sucks.

Unfortunately I switched from Boost mobile (because they throttled my speed) to even Worse Metro by T-Mobile.9/19/20 was my first bill. No problem pay over the phone and... WHAT?! Can't access account, then info I gave sales man for account, pin security answer, isn't accepting it. Now my phone is off. Bot only thing will receive call. Then hung up

Approximately 6 weeks ago we started experiencing service outages. No phone or data service. At this time we rarely have service at all. I have called customer service several times but kept dropping the calls before getting through. I did reach and discuss with a rep after leaving my home and calling from a lot 3 miles from my home. Called again from a land line where I work but unable to resolve when the rep refused to access my account when I could not retrieve the code he wanted to text to my phone that I had no service on. Should be a different protocol for no service issues. We have also been to the metro pcs stores 3 times to report the issues. Get a different excuse each time. I have lived in this home for 3 years without issues. If I don't get service before my next bill is due we will be looking into a different phone service. I'm done. I use the data for going on line and paying bills etc. I had to leave my home and go several miles up the road in a parking lot just to pay my metro bill. My number is [protected].

A metro pcs employee allowed someone to walk into one of their locations with no id posing as me to say they lost their phone and they continued to cut my phone off I was at work and paid my monthly payment the same day of course I can't get any help from metro pcs i'm sure they are protecting the employee who could have been a friend or relative of the culprit i'm not going to let this rest this shows me it can happen at any time to anyone I have the store code where this occurred but everyone I talk to plays dumb instead of finding out who and why if I have to i'm going legal with this, there should be
A record and video evidence of this occurrence and it should and will be handled!

I m a Metro PCS customer for 5 years. My phone number is [protected]. I have a plan for $73 a month which includes international line. When leaving to Europe I have asked if I can pay less because I don't need hot spot or other extras. I was told that my son can come in and pay $30 just to keep he number. (At that time I had no idea that my pone will be completely dead and I won't be able evn to send a text message for my $73).
However, today my son was told that Metro PCS needs my phone to change the plan (why would they need it for?) and he was not permitted to pay $30. Please explain to me what all this means? Metro PCS is the only company worldwide not able to provide the customers with service outside US. Upon my arrival to Europe I had to ask other passengers t use their phone to call my family members to pick me from the airport.In addition your service representative have lied to my son that he cannot accept the payment of $30 for my phone which has no service whatsoever. I am not getting any text messages to and from this phone when I paid my $74 for the month of July of 2020 to you. I had to buy a phone and purchase a new service in Europe which is by the way T Mobile also.
I will not pay $72 for dead phone. Instead maybe is time to ask them to pay the customers for all inconvenience and damages.
Address: Metro PCS offices located in Bedford and Hurst, TX

I paid my bill through my metro app and it stated the amount was $30 so I paid just to have my service cut off bc the payment was supposed to say $60. So the plan when back to normal without my knowledge I was never notified by text or email that the bill will go back to $60. So when I called metro I was talk to a person that got best rated fast without comprehending why I was frustrated that was so unprofessional. Metro made a mistake while billing me and my service was cancelled so I had to call ask for supervisor such as supervisor can help me Pfister customer Service employee got to frustrated. I been a good customer for yrs for this to happened. It never happened to me b4 now I have to ask the question should I stay with a company that doesn't notify people when changes are made and the customer pays the price or stay with metro in hoping this doesn't happen again 😡 it's so frustrating they have to deal with ignorant and tell me that had nothing to do with my building but that they were quick to cut my phone off without checking to see wrote total was sent to me before I made the payment💔

I bought my number and came to metro 5 yrs ago on a promotion that I was told will not change as long as I stayed. 30 a month plan with unlimited data. After the covid 19 free data month they changed my account. I called and no resolve. I want a refund of my money that I paid my bill up for a year ahead. I will move onto another company if not changes back.

Purchased a new alcatel flip 3 from metro last week. (have been with metro pcs for about 12 years, but since t-mobile took over they stink! So I switched to another carrier for 2 days; then decided I wanted to go back to metro) was having issues with the service and with the phone, so I called customer service. Gave them all of my information, then they said they had to send me a text with a pin so they could help me. Have done that before, on my old 3g phone with no problems. They sent the text, I heard the sound notification that I had received a text... But I cannot read texts while on the phone. Told the agent that, and she told me she couldn't help me without the pin, so I would have to go to a store. I went to a store and they informed me that the phone they sold me wouldn't allow me to see texts while i'm on the phone. So I asked them how I was supposed to call customer service with problems. Their answer:"you'll have to buy a smart phone." that was from the manager! They sold me a phone that I cannot get customer service with! Isn't that illegal?

Trying to use perfectly good, valid debit card to pay bill on the website. Useless messages appear to the effect of "try again," "try a different card" or just "some technical error occurred". All avenues are blocked because they do not have live agents due to the virus. They're making it incredibly difficult to pay them.

I ran fiddler while submitting and confirmed that the response code is 400, and the following json is returned: {"code":"[protected]", "usermessage":"transaction failed", "systemmessage":"backend system error"}

Backend means it's their problem and not at the user's end.

The option to make a one-time payment without logging in fails, and if you log in and attempt to register the card as a payment method first, this also fails, both with the above "backend system error".

I called about this in April but I had already paid my bill so I was to try in May . I ordered this May 7th (call with Gerald 11:10 central time). I asked for the expiration date of this offer. He said there wasnt any. I asked for a confirmation number to assure prove I ordered the $15 plan.
He said confirmation #s are not available.
He said My billing cycle started May 8th. It was to continue for 60 days.
Today I called to see why my bill stayed at $30..not a the $15 offer. I called customer service 6/1 and (08:50 with Victor) to check to see why the bill stayed at $30 and he said Gerald never ordered anything. He said I should have KNOWN to expect a text on it (had no idea of the internal company rules) He also said the plan expired 5/13/2020 (new to me) so there is nothing he could do.
RESOLUTION: I want a $30 credit ($15 for each of 2 months) since I ordered this plan.

============================ offer:
And to help even more people stay connected, Metro by T-Mobile is launching lower-priced plans and offers on March 25:

For the next two months, Metro is offering a $15 plan - that's half the price of the current most affordable plan. For 60 days after customers activate, it's just $15 per month for unlimited talk and text plus 2GB of high-speed smartphone data.
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You say your supporting coved-19 by keeping service on. Does that include Michigan?
You should be ashamed of yourselves. Cut their service back on. Victimizing victims while you say on your phone line how you support your customers. I will make sure everyone is informed. Thank you.

Supposedly you don't pay a fee if you pay through the app or online, but any time I have tried to pay online or with the app it says my card information is invalid. I have checked with my bank multiple times to make sure my info was correct. It is. I can go to the store and pay with the same card that has "invalid information" with no issue. I also tried to pay by calling customer service but was going to be charged said convenience fee. They offered to waive the fee but the representative said my card information was invalid. So I have no other choice than to go to the store and pay. Yes the fee is just $3, which isn't a big deal, but imagine if this is the situation for say 100, 000 customers. That's $300, 000 a month in profit from fees that can't be avoided even though they repeatedly state while waiting for a representative that you can pay for no charge online or through the app. I know I am not the only one that goes through this, just not sure how many customers are forced to pay the unavoidable fee. I have seen several complaints about this same issue on various sites.

Hi, I called your customer care line for a billing date change. The system didn't allow the manager, understandable however the representative stated we are not just giving free service( stated that to me 3 times). Im considered an essential worker and I'm not asking due to the virus. I was very offended, listen to the call. This is not great customer service. I've been a loyal customer over 11 years and now im contemplating switching providers! (Employee manager at that)name was David id # 28548. On 3/[protected]@5:30pm. My info Gloria Grant [protected].

I have been with the company for more than 10 years. During this coronavirus pandemic, I missed my payment by ONE day. They turned my phone off with no reminder or anything. When I tried to contact customer service after paying my $45 bill, they only showed me my next due payment. The customer phone number listed drives you to the website, which brings you back to payments. They will not talk to a customer nor do they allow you to email them. They have snail mail available only. If you can find the time to send a letter and mail it, good luck. The email only allows you to sign up for deals on their products. This is ridiculous. I will be heard by this sham company.