Metro by T-Mobile
reviews and complaints

I had to change my credit card on file as it was a new card. My payment was due on 8/7/2023. I called customer service on 8/7/2023 and they assisted with payment by phone and setting up my account for auto draft.

My phone was turned off 8/9/2023 for non-payment. I called customer service

8/9/2023 they told me they could not help me until I brought my account current. I explained that I made a payment they said they couldn't help or research until I brought my account current. Paid it.. Time was short so I had to call back to verify if auto payment was on account since payment was not taken on the day, I initial called on 8/7/2023. After calling the number provide on website it directs you to medical alert information. After dozens of calls to that number listed on website I finally reached an awful, I mean awful customer service rep. it states not to use full names not that they gave me a last name, but first name was Rica. This person would not answer my questions after repeating my questions 4- or 5-times dead air space. I finally asked if they were ignoring me, they said no I heard you. Rica NEVER answered my simple question Is there an issue with my auto payment information. after 1.5 hours round and round finally spoke with supervisor.

I purchased the A14 5G cell phone on July 30, 2023 at 11:36:40 from the store located at 12777-24 Atlantic Blvd. Jacksonville, Florida 32225.

After purchasing the phone I discover the phone would not connect via Bluetooth to my 2015 F150 Lariat or it would connect irratically and disconnect the same way.

I returned to the store I purchased the phone from and explained my issue with the phone.

The person on duty at that time went out to my truck and he and I tried to get the phone to connect. The phone would not connect for the two of us as it had been doing all along.

I requested a replacement ohone or even an upgrade to another model phone.

The sales/representative person said he was not authorized to perform those tasks and the manager was not available at that time.

I left my business card with that person and asked if the manager could call me at his or her convenience to help resolve the matter.

Since I did not hear back from anyone at the store I went back to the store and found the manager to be on site.

The manager and I went out to my truck and we worked together to get the phone to connect. As one would imagine the phone continued to not be responsive to the truck Bluetooth.

The manager insisted the problem was with the Bluetooth on my truck. I explained to him the phone I had been using had no problem connecting to my truck. In fact I have had 4 phones since purchasing my truck in 2016 and they all worked as the should have.

To satisfy the managers concerns I took my truck to the local Ford dealer and paid them to upgrade the software on my truck which included Bluetooth.

The phone still would not connect. I returned to the store and explained the action I had taken. The store manager was un responsive to my complaint or the action I had taken.

I the proceded to another Metro PCS store to explain my problem.

After some conversation I decided to purchase a new phone from that location and while there I also purchased a new Galaxy Tab A7 Lite tablet. She and I went out to my truck and the new phone connected immediately and is working fine.

Then I returned to the store where I purchased the defective phone and I requested a refund for the defective phone.

The store manager said he would not refund the purchase price of the defective phone.

I feel I am due a full refund for the defective phone!

Dennis M. Cribb [protected]

958 Long Lake Drive

Jacksonville, Florida 32225

I first joined Metro in Oct. 2022, and I switched over from Cricket wireless. The promo deal was, if I transfer over to Metro by T-mobile; then I would have to be apart of the highest plan & have phone insurance. I called back this year around, April or May, and I was told that I qualify for a promotion deal. I was told that I would get the same services, but for $25.00 per month. I agreed, but I was never told, that my phone insurance was removed. I recently lost my cell phone, and I Inquired about my phone insurance, and I was told that, it was removed without my consent. So, I recently reapply for insurance, but it was a major ordeal getting my replacement phone. Also, my phone account was locked.

July 31

I received a text that my monthly auto payment hadn't gone through. I was told over the phone that my bank had rejected it (after having auto pay for well over a year).

I contacted my bank and was told there wasn't any issue with them but with Metro.

I was told by Metro customer assistance over the phone that I would have to go to a local Metro store to get the issue resolved.

I went to my local Metro store and was being helped my a very nice young man when a Metro associate interrupted our conversation and started telling me that it wasn't their fault and that I was being rude. I wasn't ever speaking with this woman, she just butted-in on our conversation.

The rude person was this associate with dyed red hair !

The young man that had been trying to help me got the situation resolved, it did take some time. He was very kind & helpful. I can't say the same for his associate.

In around September of 2022 I was advised someone was attempting to clone my phone. After doing some research I found that Metro by T-Mobile offered a "High Security" feature. On the phone I was able to create a long, all numbers password and wrote it down on a piece of paper which, a few months later, I lost. What I wasn't told was that the "High Security" feature(?) removed all online access to my account. Any changes had to be made over the phone.

In early July I needed to make a change and found I had lost the security password. Customer service told me to go to a local Metro by T-Mobile store with proper Id and they could help me. Not true. Two times I spent over 1 1/2 hours in the store to be told that my only recourse was to cancel my service. That was also not true since without that long number password no one, not even any supervisors, could access my account to make any changes at all. Since I had automatic payments set up I could not even fail to pay the bill and have service cancelled automatically.

What happened this morning (7/26/2023) I wracked my brain and finally remembered the password.

I have never encountered any other company with this policy of not allowing a customer to change their password after showing proper ID. this company has made "Catch 22" their motto.

DO NOT SET UP "HIGH SECURITY" WITH METRO BY T-MOBILE!

this phone is very bad deal. I purchased a phone 3 months ago. Calls was dropped, Microphone goes in and out while on a call, you have to actully go into speaker phone to finish out call. Batter life is only 5 hours even with no apps running in back ground. Customer Service is very bad with communitcating with instor reps. I paid for two phones and still gargabe. Warranty phone is the same which is worst than the first one! Looking for new service provider now. DO not use METRO PCS in TEXAS, THey are garbage and raggedy!

Metro has been rejecting a valid card that I use for payments. Since the account is now delinquent, I can't talk to anyone! Now I am forced to leave work..go get cash..go to a damn store and make the payment!

This is ridiculous! It's not my fault that Metro's payment stem is faulty!

How can you justify this type of action? You are costing me more money by having to leave work. I am highly disturbed by this and it his happens again next month...good-bye!

I wanted to say I went on vacation for 4 months My phone stop working so I went to a metro store and they help me set up a claim I'm not at home so we tried to sent to store but they sent back to my house in Florida can't go without a phone so had to buy ,upgrade 180.00 now I get message saying there going to charge me 98.00 if I don't send broken phone back which then sent labels with phone in Florida so on the phone again no help had to pay for envelope to send back and print out label at Staples because label you send to phone doesn't scan at post office I just want to say if your in trouble don't expect metro TMobile to help thanks for taking advantage of us

Curtis

I was told I would be able to get the revel 6 had an issue with my phone had to go get my husband's phone when I got back I was given a galaxy A03S witch is not a 5g phone its a 4g I could have kept my broken phone plus they were very rude I feel I should get the phone I was offered bc this is waste of my time also my money and to be treated like I was by your employee is not right.

I used to think so highly of Metro PCS, obviously there has been a major change for the worse in their corporate management in the last two years, which is when I last dealt with them. Although I bought a phone from the store on J. Clyde Morris Blvd a month ago, sadly I did not get insurance. I dropped my phone in water yesterday and it's the first time I've ever done that since owning a smartphone in maybe 10 years? My fault, no problem, I'll go buy another phone, because it was my mistake. Unfortunately, Metro PCS wanted at least $100 to $300 more for the phone I just bought for $176.00 last month, so I opted to go to another company, I definitely needed to keep my phone because everything is connected to your phone number now and it would take months to try and figure out who has what and how to access them when you now have a new number. This is where the trouble began, I bought the damaged phone outright, so all that was needed was for me to get my unlock code. Well, since I can't use my damaged phone to call, all I had was a landline at work and a desktop computer at work. The needed to send me a 6-digit text to verify my identity, but since I didn't have a working phone, they said I could go to the nearest Metro PCS Store, which unfortunately is the Aberdeen Rd Store. (I've had so many issues with that store that I now try to only go to J. Clyde Morris. But it was the closest for my lunch break and so I went. When I got there, I explained what happened (again) and the two ladies behind the counter argued for 5 minutes between them about what was the proper protocol for this situation. I gave them my license, but they said I had to call. I did and they put me on hold for 11 minutes then the phone that the store gave me to use (their company phone) went dead. They put the receiver back in the charger and didn't say a word to me. I had to ask them what now. They had no answer! I was under the impression that they would have a direct number to corporate or whoever gives out access codes and help me, since they verified my identity in person. But no, they wanted me to answer questions like what month did I sign up with them (let's see, that was 10 years ago) I don't remember. Sorry can't help you. (they made all kinds of excuses about FCC rules and, zero compliance. It's hard to believe they thought I believed them. So, I left. I went back to Walmart to take the phone back that I bought. Can't use it so why keep it. Well unbelievably there were some really great people working in the entertainment department that really went the extra mile for me and tried everything they could to help, the manager let me borrow his cell phone, I was put on hold for 40 minutes. Then the girl Metro Corporate argued with me when I asked to speak to her supervisor, then I was put on hold for another 20 minutes. Then the supervisor came on (I really don't believe he really was). I spoke for about 1 to 2 minutes, and he sent me straight to the survey. Boom! there goes at least an hour for nothing! Then they switched me to a survey guy, who even though I explained that I went to the Aberdeen store earlier and tried to get help, he was willing to stay on the line while I drove from Walmart on Cunningham back to Aberdeen and asked them again to help me. I guess I was supposed to take the manager personal phone with me. It would almost be funny if it hadn't been so frustrating. I go back to Walmart tomorrow with phone I had before the purchase a month ago that works and Dennis (Manager) is going to try and help me again using that as a way to get results. It's such a shame that the companies that seem to are now being run by foreign companies have really gone to pot! This is why we all need to get really serious about buying only made in the USA and use only services that work inside the borders of the United States. Otherwise, this will be all we ever have to choose from. As for Metro PCS, if you are smart, you will switch to another provider. there is no excuse for this kind of business to thrive.

Metro pcs on beach st fortworth tx, ha a question about the cost of my bill,asked about a sign that said the price I wanted,the clerk got angry that she had to repeat to me three times false information, then kicked me out the store refused to let me pay my bill,refused ! Hispanic female around 11am Tue 7/4/23 address 1308 NBeach st Haltom city TX 76111

THIS COMPANY IS AWFUL Orangeburg SC No one helps only to take your money for the phone bill I'm always told to contact Customer Service which hardly ever answer the phone and when they do the person English is Terrible This Awful service happened again today 6/30/23. I am going on Social Media to spread the word THIS Company is Absolutely Insufficient 😡

I am so sick and tired of all the lies about 5g. 99% of the time we have NO SERVICE. What happened to 99.9% coverage? You removed the ONLY viable tower in my area that used to be owned by Sprint, so NOW we have the worst cell coverage i have ever seen in a rural area. You have 3 Towers overlapping my area and our phone continue to connect, search, reconnect every 15-30 seconds, essentially making EVERYTHING that uses the internet think it has NO INTERNET. This has been ongoing for over 18 months now. I have opened up over 20 tickets on the issues, in less than 24 hours the tkts are closed and marked as 'resolved' when they are in fact NOT actually doing anything. I have months and months of logs from an app that runs 24/7 logging everything between the UE and tower equipment. I have asked for a tech to contact me EVERY time i make a ticket with them and not one time have i received anything back from them. Tmobile home internet is also [censored] because they STILL can't figure out how to fix the CA(carrier aggregation) issues. For this lying to have gone on so long now is absurd. Why are they allowed to continue defrauding and lying to customers?

I am filing this complaint in regard to Metro lack of communication in regard to removing a product in which they offered. My phone package included free subscription to Amazon Prime and as of December 26, 2022, Metro no longer paid for my subscription. I have been charged $99.81 for my Prime membership. Those charges are from Jan through June and Metro has refused to compensate me for their mistake and lack of communication. I called and spoke to a representative that advised me that the contract had ceased between Metro and Amazon only to learn that was not true after speaking with a supervisor name Oliver. Once again misleading information is a violation of CFPB and FDCPA. I was not treated with great respect as well as being rushed off the phone. I was also told the supervisors were not available and were in a meeting and in fact they were available. After I advise the rep that I would hold, and I was filing a formal complaint then the supervisor took the call. Plenty of areas opportunity. Treatment of such will force this complaint to go public as well as a formal complaint to the Attorney General, FCC, CFPB and the BBB. I asked that I receive a formal apology as well as reimbursement.

@3124 N first st Abilene, TX , June 19, 2023 approx 11am CT. While being instructed by phone support to visit store , store employee refuses to speak with tele support, refuses me services, threatens me, and calls the police ALL WHILE METRO BY TMOBILE TELE SUPPORT IS REQUESTING TO SPEAK WITH HER about an ongoing and very serious matter that has been compromising my personal information FOR YEARS. I finally think I’m going to resolve this , I was wrong. Subjected to would could be criminal negligence and discrimination while being humiliated and harassed for being a customer of METRO BY TMOBILE.

So I have 4 lines on with this company and now all of a sudden one specific line 8405 isn't working. My bill has been timely but their service definitely isn't. We've spoken to over 4 representatives today to try and change thr IMEI number for the phone which was input in the system by the direct store incorrectly. Then they tried charging me $25 to change it. Now they're unable to get the phone an ESim because they failed to put one in in the first place. I've never in my life had to go through such a hassle with a company. I've been with T-mobile for over 15 years but the little company Metro by T-mobile sucks. They need to get their stuff together quickly or I'm taking my money and all of my lines to a new carrier.

This is a Complaint as it pertains to Metro by T- Mobile (metroPCS): Customer service agent on (06/12/2023), mislead their mission to protect customers' privacy account information and shared with third parties the customer's Metro by T- Mobile customer phone account information. The agent persuasively, tried to erroneously, get customer to file a claim with Assurant Insurance Company; when it was not needed or necessary, based on the reason for call; customer refused the agent's request and asked for additional information of complaint department contact information. The Metro by T-Mobile (metroPCS) tried to push: Assurant Insurance Company information, instead of providing Complaint Department contact information. The Metro by T-mobile mislead and misrepresented her job role. Customer asked to speak with supervisor, who provided the correct information. This is a true statement to the best of my knowledge and belief, regarding this Complaint.

This is Not a filing of a claim.

Hey I was in metro PCs store today and one of my friend came home and told me that the employees had a nasty attitude's today she wanted to get her phone number change too another company and thay both said they were not changing anyone else phone number today and thay needs to have a nicer attitude if you are going too work in a retail stores and wait on people the store L-Wireless 456 Church St North Concord NC 28025 phone number is [protected] from Ann caldwell one of my friends where in metro PCs store today

Hello,

Today at 10:15am, I went to the 340 South Main street location in Fall River Massachusetts. Upon arriving there was a man and a woman who greeted me. I explained that I was there to start a new account and wanted a specific phone. The woman got the phone for me and then went over to the wall and started to get a case and a screen protector. I explained that I did not want those products and I was told by both employees that it was "all included." I then agreed.

I had already looked up online what the cost of the phone and the plan was and it came out to 76.24$

The cost at the store was 172.50$

I asked why the price was so high and mentioned the online pricing. The male employee replied that "he was not aware of any of the online prices." He said that maybe online doesn't charge an activation fee." I asked what the fee was and he said it was 25$ I explained that i would be willing to pay the 100$ but not the 172.50$ I then asked if they could explain to me what all the costs were, I was then told by the male employee to "just go but it online and we are not going to make a commotion." He continued to interrupt me and speak over me and offer me a "free phone" and I explained I wanted a specific phone.

The employees were very unprofessional and it was a poor experience for a potential new account.

On November 18 2022 I was a victim of a SIM Swap Scam. The fraudsters were somehow able to convince a member of Metro PCS customer service to switch my SIM with a device that the fraudsters had. A deep dive into this issue myself I have learned that the fraudsters switched handsets and SIM a total of three times between the hours of 3pm and 7:30pm. Fraud should have been detected!

I have spoke with Customer Service dozens and dozens of times with no resolution. I was recently told by a supervisor to get a lawyer and hung up on . On Jan 9 , 2023 I filed a Incident Report [protected] , that was ignored with no response or resolution.

As a result of this scam I have suffered a loss of $1405.00 via my Bank of America Zelle. I have been denied on my claim three times.

The fraudsters open accounts in my name that I am still handling.