Metro by T-Mobile

On Sunday, November 3, 2019, I entered the Metro PCS store located on 247 Northampton Street in Easton, Pa. The young lady at the counter, who I later found out her name as "Sheila," while looking down at her phone, asked if I wanted to pay a bill. I assumed she asked me this because it is a quicker transaction than any other. I replied that I'd like to report my phone stolen and I'd like to see what is the least expensive phone that I could get with my upgrade that I was eligible for. She continued to look at her phone and offered for me to look at the phones on display. Again, no eye contact. I found a phone and mentioned to her that the price on the display for upgrade was $30.00. She pulled out what appeared to be a list and curtly said, sixty. Thinking that she may not have understood what I was trying to say, I repeated that the upgrade price, for which I was eligible was $39.00. Again, she curtly replied - sixty! Frustrated, I hesitantly complied. I informed Sheila that my bill was past due, and I'd like to just purchase the phone as I didn't have enough to purchase both the phone and pay the bill. She proceeded to retrieve the phone from inventory and insert the sim. This process took about ten minutes. She punched in a few characters on her keyboard and abruptly informed me that I needed $120.00 ($60.00 for the phone $60.00 for my bill) I told her that I mentioned that I just wanted to pay for the phone prior to you retrieving the phone. She briefly looked up at me and said that's what you need and looked back down at her cellphone and began talking presumably in Spanish. Unrelated to this transaction - I observed a very large blue switchblade resting right next to her computer. I thought that was very odd. I left the store to try and procure the funds I needed to get another phone. When I returned, I observed Sheila, siting in front of the store smoking. I turned around and waited for 15 minutes and returned. I then asked her would I be able to use the phone to make a call to Metro PCS. She gave me a cordless phone that when I dialed, it gave a busy signal. I informed her of this and she replied..."If it doesn't work, there is nothing I can do.in desperation, I tried to use a display phone to go to the Metro PCS site and pay the bill portion of my transaction. I was successful. I n the interim, another customer entered the store and I had to wait an additional 20 minutes although my transaction was first. Sheila completed my transaction with the phone, I thanked her asked her name, and proceeded to walk out the store.
I have been involved in the customer service industry both capacities as staff and management for over twenty years. This was among the worst experiences I've ever had as a customer. I have been a loyal customer of Metro PCS for years and I'm sure this is not indicative of you corporate customer service model. I strongly suggest disciplinary action against this agent. Exceptional customer service will always make the company dollars. Unfortunately, my experience on that Sunday with Sheila didn't make any"sense."