Metro by T-Mobile
Reviews and Complaints

I lost my phone. I attempted to call the customer service and was directed to a store. I went to the store and the employee was rude, no0t helpful and completely disconnected. Due to the loss of the phone, I could not provide the pin they send to said phone. I have been dealing with this for 4 days and called the customer service line again and had another rude, unhelpful representative. They offered no work around and no solution. Advised me to go to a different store!? With the treatment I have received for the last 4 days, why the HELL would I visit another store?! All i want is my personal information protected and they refuse to shut down this lost phone! Do not visit the Keizer Oregon location by Metro. They are rude and not helpful! I am going to report and leave reviews anywhere I can. Take it from someone living the nightmare...DO NOT DO BUSINESS WITH METRO by T-MOBILE!@!@!@

I visited the location on 5558 W Sample Rd., Margate, FL on 5/13/25 late in the evening to activate an unlocked phone for my son. My son is at risk for seizures and needs access to make calls in the event of an emergency. Jordi assisted with the activation and the phone was working fine and I was able to make/receive calls upon departure. The next day, 5/14/25, the phone stopped being able to make/receive calls but was able to send/receive text messages only. I went back to the store THE NEXT DAY and spoke with the store manager, Aiden, who stated the company’s service was incompatible with the phone; therefore, I requested a refund for the activation and first months fee. Abid, the boss of Aiden advised that I could not get a refund because it was not the same day, I do not have money to throw away or seek additional services to activate my son’s phone or purchase another phone. If this information was forthcoming, I would’ve made other arrangements. Mind you, I had just left the store the prior evening to activate the service. DO NOT visit this location.

I was in this location today, about 1:30 pm. I had to yell out for help, as the employee was in the back watching a movie. She came out from back & said "What you want?". No smile, nothing. Told her I needed a new battery and she said they don't sell batteries. I asked why not and she just looked at me like I was stupid. I said "I can take the back off & show you the battery". She said, not so nicely, you cannot open your phone, androids don't open. I laughed, because I actually did it in front of her. She went OFF! She actually THREW products at me as I was leaving. She then called the police on ME! She chased me outside of the store to continue her garbage. She stood behind my truck, saying you're not leaving. 😂 I backed up & of course that little loud mouth moved, cuz I wasn't planning to stop! This person has ABSOLUTELY NO BUSINESS DEALING WITH THE PUBLIC! Me & my family WILL be leaving Metro if all they have to offer for customer service is a person that is nothing but TRASHY!

4/29/25
In trying to correct a problem with a phone, I was threatened and evicted from a Metro PCS store at 1330 Blanding Boulevard Orange Park Florida 32065.
The clerk refused to provide his name or owners name or provide a business card.
I followed up reporting this immediately with the Metro PCS 611-service number provided and sat shaking and crying in my car.
I am a 78-year-old retired RN.

Me and my wife switched phone service from Metro Pcs to another phone cellular service. At the time of our monthly Automatic payment to Metro, we decided to switch to another cellular compnany and did so. A few days prior a $90 monthly payment was made around the time we switched services. However we have not received a prorated refund of about $72. We contacted a Metro rep and she said we would not be receiving that back. That seems illegal to me. We have tried to contact Metro Pcs to discuss this matter further but we are always disconnected from the line when calling by phone. If we don't receive the refund, I will contact The State of Maryland Attorney general's office and file a lawsuit to retrieve these funds. It's the principle of the thing I have never heard of someone not receiving a prorated refund before. And the inaccessibility of Metro's customer service is very disappointing

On 2/27/2025 I ordered over the phone new Flex service as well as a new phone. I asked the sales rep to email me confirmation of this order. He took my payment information and said he would expediate the phone and I should receive it in 2 days. So about an hour later I checked my email for the confirmation and immediately noticed that first, he had the wrong name, and second, it wasn't the phone I purchased. I called right away, thinking I could get it fixed before the phone was shipped. After updating my correct name I was told I would receive an email the next morning with the correct order info. Here it is 3/12/2025 and I still have NO phone! I returned the wrong phone and got an email that it had been received and has to be confirmed that everything is there. In the meantime my phone number is being held hostage, the money has not been refunded I can't move forward without it and I am missing important communications.

My husband called Metro to add hot spot to his phone. He was not told that he would be charged a $24 fee for doing this after the 1st of the month. Once we realized that our bill was higher than it was supposed to be I contacted support to find out why. The agent told me about the fee and that they would not reverse it, even though it had not been disclosed. They said a text had been sent stating the fee. Which is true, but should have been told him during the conversation and BEFORE making changes to the account. I have had conversations with Metro in the past and always found them very helpful, even if they are sometimes hard to understand. Anyway, these agents I dealt with today were nthing like any I've dealt with in the past. They were very rude and condescending. Ralph (agent number 42426) is the last one I dealt with. They told me they couldn't reverse the fee since it was "Legit" but they did offer to reinstate our old plan without the hotspot and return the fee that way. I had to check with my husband about this. I checked with him and recontacted chat. I was then told by Ralph that he did not say this. I wish I would have taken a screen shot, I almost did. Very very disappointed Metro.

I went in to the store front because my phone had broken. I already had another line that I wasnt using for months and hadn't had time to cancel it. So, when I went in I was told I had to buy a new phone and she offered me a free tablet. Not telling me that it was going to cost me 50.00 a month or so. I was excited, but I was told to call the customer service line to cancel the numbers. So, I did, I called the customer service and the man told me that I had to wait until the next month to cancel the lines, because for some reason my monthly fee went from 39 after almost 10 years to over 100 dollars. So, today that's what i did I called and now the man stated I had to speak with his supervisor, who got on the phone and stated that she could only do it for a 50 dollar fee? What, why would i pay more for the fee then i pay for the service? Made no since. She decided to argue with me then put me on hold which I am now for over an hour and she keeps picking up the line not saying anything. And this is the supervisor. You guys have really fallen off. This is how you do customers after 10 years? Now I am here waiting on hold cause your supervisor refuses to do their job and is playing childish games. Honor your words, and stop trying to get extra money out of long standing customers.

I perchase my iphone 15 pro max IMEI#[protected] and Iccid#[protected] from a non metro retail store.I call several time to get the lock remove they place on my phone which was never supposed to be placed on my phone.whichi forcing me to stay with there carrier buy lock my phone to the service provider.Secondly my account to phone number [protected] the add wifi box and other thing to my account with i file multiple complain but was still being billed.never reinburst me my money i paid .U call for account information they hang up or act like they cant hear u.

Subject: Formal Complaint Regarding MetroPCS Customer Service Representatives' Abhorrent Conduct

To Whom It May Concern:

I am writing to express my utter outrage and dismay at the disgraceful treatment I have received from MetroPCS customer service representatives. Your staff's sheer incompetence, lack of professionalism, and outright disrespect have left me feeling not only undervalued as a customer but also deeply frustrated and humiliated.

The representatives I have interacted with were rude and dismissive but outright condescending in their tone. Their behavior was offensive, belittling, and entirely uncalled for, making every attempt to address my concerns a deeply unpleasant experience. Instead of offering any semblance of assistance, they treated me as though I was an inconvenience—dismissing my legitimate questions and requests with a level of apathy and disdain that is simply shocking.

On multiple occasions, I had to repeat my questions and requests repeatedly, only to be met with either vague, unhelpful responses or outright refusal to engage constructively. Their inability—or blatant refusal—to address my concerns competently made me feel insignificant and powerless as a customer.

The emotional toll of dealing with such abysmal service cannot be overstated. I was left feeling ignored, disrespected, and completely unsupported by a company that claims to value its customers. MetroPCS has demonstrated a complete lack of accountability, professionalism, and basic human decency.

To say that MetroPCS’s customer service is subpar would be an understatement—it is a disgraceful, infuriating excuse for service that does not even come close to meeting the bare minimum standards expected of any organization. It has become painfully clear that this company either cannot or will not train its representatives to provide the respect and assistance customers deserve.

I strongly urge the Federal Trade Commission to thoroughly investigate MetroPCS for its unacceptable customer service practices and the emotional distress inflicted on its customers. Companies operating at such an abysmal level should not be allowed to continue exploiting and mistreating their customers unchecked.

Sincerely,

Martin Cantu

Sincerely,

Martin Cantu

My phone service was/still is dropping calls, moving apps around, displaying messages that someone is using another line when I am on a call. I asked them to change my phone and phone number. They did, I sent a friend because I am handicapped. They put a SPECIAL 10 digit code, along with my 8 digit code on my phone. I do not remember or ask for the 10 digit additional code. Now I cannot, and they will not enter my account. I believe I'm paying twice this month by mistake. I need to get into to review my account.

I was having problems with my network. After I had read and had done all the steps they tell you, I tried to get it fixed online but my number could not be found. I then called metro pcs at 3291 Truxel. While I'm explaining my problem the lady hangs up on me, giving her the benefit of doubt I call again she picks up does not even say hello but picks up and hangs up. I would understand if I had a foul attitude however I had not. I called customer service and the man I spoke with was extremely helpful and we solved my network issue. He was fantastic and honestly he is the reason I did not just fire Metro PCS. To be brutally honest this was the first time I had a foul experience with any Metro pcs employee I widh I could say the same about the actual network service. Anyways, I called her back after I was finished just to tell her hey you didn't have to be rude but the store was closed even though it says they close at 7pm at 6pm they were closed. Maybe that is why she hung up she didn't want me to intrude into her off time

I am not one to complain unless I feel I've been totally disrespected and this was one of those times

I have had the worst experience ever with Metro by T-Mobile. In the last four weeks, I have had the worst service experience of any service provider. My Motorola Stylus 5 shorted out and fried, Becoming useless and inoperable. I have everything on my phone, and I desperately needed help from Metro by T-Mobile. They sent me to the store to show them my ID so I could get customer service help. So I took the city bus and got to the store, and the counter person said there was nothing he could do even with my ID and that I could only buy an "upgrade" phone for $220.00. So, I went back home disappointed and upset that I could not access my accounts on the phone after being on the city bus for one hour and spending three hours at the Metro by T-Mobile store because the store person did not speak Spanish. I translated an activation for him, and he had to help other customers who came in after me. Customer service could only do something by texting me a security code but I had explained that the phone was fried, Becoming useless and inoperable, they were not listening to me, and the store person could only do something if I spent $220.00 at the Metro by T-Mobile store. A few days later, I remembered that Metro by T-Mobile had sent me a free tablet but no SIM. I took it out and returned it to the store to activate it so I could access my accounts with the phone number that I had serviced at Metro by T-Mobile. I paid them $50.00 to get it activated. Still, the tablet is not equipped to receive text messages to the phone number I was paying for service on, so I downloaded the "Text Now" app to take care of my apps and accounts on the fried Stylus 5. I left it alone for some weeks. Today, five weeks later, I went to Cricket to get the phone number transferred from Metro by T-Mobile to Cricket because I found an old Cricket phone that I also took to Metro by T-Mobile to activate for me. They could not for whatever reason. They said Cricket had to "Unlock it," But before the Stylus 5, I had the Metro by T-Mobile service on this Cricket phone; I asked the customer service rep to check my record and see that this phone already had had Metro by T-Mobile service on it even though it originally was a Cricket phone, I switched back to Metro by T-Mobile with it. When I went to the Metro by T-Mobile for a transfer PIN, I had customer service on the phone as I was instructed to go to the Metro by T-Mobile store to present my ID to get a transfer PIN and keep my old phone number. The same person at Metro by T-Mobile told the customer service rep on the phone from Metro by T-Mobile that her system was down and that she could not access it. The customer service rep on the phone from Metro by T-Mobile told me she was sorry and could do nothing. I lost the phone number I had since 2019. I ended up activating the old Cricket phone at Cricket with a new number. This has been the worst customer service experience I have had in my 50 years as an American consumer. My five years of service payments were worth nothing to Metro by T-Mobile.

Metro by T-Mobile has twice overcharged us for our bill would not help told us that since we've had so much trouble they would waive the activation fee for the internet would not do that then try charging us an extra month of service for the internet when I called and asked they told me pretty much they can't do anything because they're overseas and I asked for corporates number and they said they don't have it and can't give it out

Store: 2704 N Pine Hills Rd. Orlando Fl 32808.

Feb 7th, I went in to pay my phone bill when the cash payment system was down. I asked the guy a few questions and 1 question in particular was could I transfer to another phone and asked the fee amount.. He, stated " there was no change since I already had a number". I go put cash on a card and happily asked him 3 more, times are you sure that it's going to be ZERO/ free to transfer, I call my daughter and all to let her know of the good news. Fast forward to Feb 14th my daughter tried to call and lets me know my phone is off. I go into my old phone MetroPcs account to check to see the problem. It tells me my bill is still due. i do an extension...which tomorrow it will expire. i call 611 and chat at length to no avail about my issue. France the Bot did not once understand or sympathize with me about my plight. I then call the Authorized Dealer who listened and then put the phone down to let me chat by myself, and of course they hang up...I call again and I say are you going to hang up again and they say watch this...and hangs up again. I am frustrated and feel not understood at Meto Pcs workers treating me this way. I am going to report this matter to BBB. I will not have phone service after tomorrow as I am not working and spent my last on Fraudulent information being given. I went in to pay my bill..now o will not have service because they put he money on phone transfer...but let me walk out without saying...Hey you still have a bill to pay. So unfair

Metro is taking money from me they double charged me twice this month and now I paid $80 I paid them $167 and yet they're still threatening to turn my phone off if I don't pay them again by the 11th I just paid them I just paid them to have my phone service put on put on and yet they're trying to tell me they need more money by the 11th and they're cutting it off I'll be damned if that happens I need something done

To whom it may concern,I went into Metro by T mobile on 11/24/2023 at 5;12 pm to purchase an upgraded phone. I purchased a Wiko Voix 32 G for $74.89. Ever since i got this upgraded phone it has been nothing but trouble for me. Apparently everyone i talk to on the phone cant hear me. I can hear them talking to me but they cant hear me. I have contacted Metro by T mobile on numerous occassions about other issues ive been having with the upgraded phone. Nothing ever got resolved bc the person at that location said there was nothing wrong with the phone. I even went as far as to ask if they could switch my upgraded phone back to my old phone. They said yes but it would be a $25 fee to-do that. I cant or wont pay that bc i feel like its not right for me to still keep putting out money for a phone that isnt working properly. I feel that i should get a full refund of my money i paid for this upgraded phone that doesnt work like its supposed to. With that being said if the problem doesnt get resolved in a timely matter i may just have to seek legal action. I work hard for my money as im sure you do to. If the shoe was on the other foot youd want your stuff right as well. Id greatly appreciate if you could get back to me on this situation.

I started with Metro pcs 15 years ago, I was a store manager and was working my way up to a district manager in Las Vegas. But I took another road. I still have Metro and I love it and the prices, but yesterday my phone died and I got a new one ( no discount, but that is ok). No matter what I do, when I log on there is some kind of advertisement, it was funny the first 30 times, but now I am tired of it. I can not even look at the weather without some drama. I don't know what the hell T-Mobile is doing, but you are going to lose someone who has been there before you knew what was going on. STOP selling your soul and killing Metro. I don't need all the advertisements to see something. It might be extra money for you, but I just need my

phone to work.

I brought a Galaxy on October 27thth 2023 and ever since then, most of the time, .y keyboard keeps freezing. I called METROPCS to ask for a new phone three times and they always sent one when the phone messed up in the past.

Their insurance doesn't even this option as repair on their application and I ended up not being edible.

This company makes unfair and confusing ot needs to stop.

People can't afford the stupidness.

ASia Afriona On Oct. 10 I entered the metro store on Kekoughtan road in hampton va

I was just browsing and I came across the TCL tablet and saw a great deal on it for I think it was between 49 or 50 dollars and the store clerk or manager ask can she help me with anything and I said yes her name is Lisa Royal so I was told, she ask me did I have phone service with them already and I said no, but I will like to purchase this tablet at that good for 49 bucks. Lisa told me that I could not purchase the tablet without phone service. I said I already have a phone service with another company and I do not wish to purchase a new phone just to get a tablet, can you just sell me the tablet by itself. And she yes I can try to get it for you under my discount at the price on sale for 49 or 50 bucks, She tried to get me the tablet at the same price but could not use her discount because she said she already have too many uses. But she can sell me at the retail price and still get it turned on without the discount and the phone service, so I said ok, then she ask me for my ID and I gave it to her so she can input my information into the computer, she let me know that I had to pay the first month bill that is 10dollars, plus 25 or 30 dollars activation fee which cam out to be 194 dollars along with 159 dollars for the tablet. So while waiting for lisa to input my info. into the computer off my ID so she can activate my tablet, she was inputting her own info into the computer, with a fake name, but wasnt aware that she did all of this until later. My bus came so I didnt have time for her to activate my tablet, so she told me to call her when I get home and she will walk me through the activation process. But when I got home the tablet was already on looks like it had already been activated, so I call lisa anyway and let her know the tablet was already on and I followed the rest of the steps, she told me she was busy and is going to call me back she had an customer in the store. But she never called me back so I called her before closing time but she would not answer. So I called metro so they can finish activating the phone, and one of the reps. said that the tablet was register under someone elses name when I gave them my IMEI number and I said what I gave the clerk my ID and she was supposed to enter my info into the computer, why would she enter another name thats not mine, they researched and found out it was the clerks info that she put my tablet under her name and service, so one of the reps. enter my info. into the computer but they said they could not finished activating my acct. because it was activated under someone elses name so I had them to input mine in they told me I had to go back to the store where I purchased for them to input me in the systen under my name and activate or refund me my full amount if they do not rufund my money. So three days later my phone was service was cutt off, so I call back to the store where I purchased the tablet. to speak with Lisa so she can finish activating my tablet and ask why my service was cut off. Erin let me know that she is no longer working there after she got her big commission check she had split. So I ask him if he can reactivate my service without charging me another acitvation fee, He let me know since she input my acct. under her that he could not activate it, he has to talk to his manager Marcellos Salvino because Lisa input my tablet under her name instead of mine and they have to investigate, I talked to his manager over the phone and he said they will call me back on Tues. Oct 24, and I been calling all day asking when I am goint to get my call from that manager, I keep getting excuses for him by another employee and erin saying that they are going to get in touch with the supervisor on getting back to me about a refund or to turn back on my service without another activation fee. They keep giving me the run around and will not return my calls, I called coporate but they wont speak to me, no one will return my calls. All I want is to reactivate my service, Can someone please call me back at [protected]. Oh by the way they is trying to go pass my 14 day return policy so they wont refund or give me service back.