Metro by T-Mobile
reviews and complaints

If it says iPhone 11 on us doesn’t that sound free? On the main Metro website you dont get the fine print. It takes Googling to find fine print of an advertisement. Store did not honor advertisement online after employee quoted me $105 via phone I had to pay $201. I had already chosen to transfer my service so I had to move forward yet I could barely afford to eat after that. Another employee said each store sets their own price. I called Metro customer service and sure enough was told they cant make a store hold up their end on an offer? But fo they disclose that online? Really upsetting as a new customer. Conveniently I could never get a hold of the employee who quoted me $105 ever again.

On may 15 and 18 I called metro about a discount I was suppose to receive they gave me misinformation. I asked before I left about the free phone and I was told it was posted to my account. It was not. I was told I qualified for a discount and a upgrade. Number changed may cost you because metro is changing their rules when I went to the store. I then called and ask for a number change. This inept nasty customer service person tells me since I had a recent number change I would be chaged $15.00. What? I have had my phone ported twice to another carrier my phone hacked twice. Its like I have a old fashion party line! The person lives in my building so I asked to change the number. Lots of kick back from customer service who disconnected me. I told him to remove me from scam shield it doesn't work credit my account. They did and then today may 19 8:45 am they disconnect my phone for $11.00. The phone change was suppose to be free I paid today. I hate this company and their new policies.

My mother bought a phone from metro,she is 89yrs old.After about 4 months phone stopped working. It was still under warranty. We took it to the store phone was purchased from for an exchange, we where told to leave the old phone and wait for the new one. Went back and received the same phone back and they claimed it was replaced .they charged her for activation fees and supposedly for the new phone and that phone does not work either. Guess it's the same phone she dropped off with the same problem. Custom services was clueless on what to do SMH

I have been with this company for 7 years I went in to pay my bill two weeks early when we got there we where told the bill was 42.00 dollars the service had went up okay we paid the person working in the store gave us two receipts one for 17.00 and one for 25.00 with a different phone number we question it he said the computer was down they where acting up and he had to do that way there was nothing else he could do but promised that we wouldn't have to pay anything next month even when I received the same text on my phone drove back to the store told the same thing went online to look at my account thinking about paying early again and there was a second line added to my account without my authorization and I was being charged for it that where the extra payment came in I was told when called customer service I was to about 5 different stories I was told I set up the line it waa my phone I need to call it and find out who has it I never authorized a second line now am told there nothing they can do about the extra money I paid I just lost it

If not going to maintain a business then shut it down. I went into Metro PC to get me a upgrade twice in one day to get me a upgrade that's $499

This employee (porsha)

Told me to wait she's on a personal call.

I even enlightened her that I have my own Business and customer first. Remind me she had on speaker phone when the person she was talking to on phone told her he will call her back it's not that serious. She may thought $89 dollars not good for Metro PC. Other customers had left as well.I didn't get any service and that's the only one nearby me that's open in my town. Y'all need to do something about her. When u do let me know.

This happened on March 22 2023 around 4pm. First of all I went into the store at Southridge mall in Des Moines and the kids working there were completely unprofessional and very rude. I felt like I was just taking up their time. They had very loud music playing and acted like they didn't care and basically said i cant help you... turn your volume down if you dont want to hear the beeping. I havent been receiving phone calls for 3 days now. And can get noone to help me or even acknowledge me. I have a family memeber in jail and cant get any calls from him. When i told them that she dropped my phone like it was on fire and said i cant help you. And would not even look at me. Then the man at 611 was also very rude and uncaring. I have had nothing but problems since we started with you guys. We have 3 lines and wifi with you guys but I am thinking of switching companies to someone who is compassionate and actually wants to help. Its funny when there is a problem noone wants to help but when the bill is due i suddenly exist.You probably should stop putting all young people in your stores without an adult there also.. They don't know what they're doing. The store on army post road is the worst. I won't even go in there that girl that works in there refuses to help me every time I come in and barely looks up from her phone to acknowledge that I walked in. I'm about to call better business bureau about it. Because it is an on going thing. I have never been shown an ounce of respect.

It is impossible to log in to the online account without a cell phone. When the cell phone is stolen/lost/broken, telephone support cannot provide assistance with logging in to account. You must go in person to a store. This is unreasonable and costly. Online services should not be dependent upon in person services. If a person is disabled, home bound, does not have assistance to visit a store, there is no resolution to assist. It is possible to order a phone online with new service, but not to resolve issues with the phone once service is activated.

Hi, My both MetroPCS telephon lines, [protected] /[protected] have been hacked and is presently being tapped by MetroPCS. This started with my old MetroPCS number [protected] about a year ago while I lived in Philadelphia, PA. about a year ago. I moved to Sacramento, CA and got another MetroPCS number [protected] and this number is being tapped and hacked by MetroPCS. I feel that my basic human rights to privacy are being infringed upon and my live threatened by this diabolical action by MetroPCS. I requested that my complaint be fully investigated to getthe reason that my personal privacy is being violated by MetroPCS despite being a paying customer Anda subscriber over a year plus now. Thanks for your consideration and I look forward the resolution on the abnormal activity. Thanks, Mr. Charles Williams

My husband and I were both charged a 9.99 bag fee each for the new phones we bought. We never asked for a bag neither were we asked if we wanted one. I didnt see it until we got home when I checked the receipt. I would like our money back for those bags. I would have never took the bags if I would have known I get charged for it. They need to ask people if they want a bag and disclose the 9.99 fee. I am pretty sure that this is illegal.

I purchased a Phone from this store 11/26/2022, the Phone stopped working on February 10, 2023. I went to the store to report that the phone no longer wants to turn on, the store representative told me they don't have proof I purchased it at the store. My bank account statement shows when I made the payment for the phone at the store. I don't understand why they don't have the history of the store purchased. I am left without a working phone.

My name is Ken Dutton
[protected]
Model # ANSU616AT
IMEI # [protected]
Store location
Service options: In-store shopping
Address: 3255 SW Port St Lucie Blvd, Port St. Lucie, FL 34953
Hours:
Open
⋅ Closes 8 PM
Phone: [protected]

When my service was unexpectedly suspended the MetroPCS CS would not listen and told me to take it up with my bank. My bank has provided me with a detailed account of every dollar in spite of MetroPCS adamantly claiming insufficient funds was cause for reversal. This has been proven to be false, and I was never in danger of insufficient funds, and the bank can no longer help me because the funds were processed with no reversal, not even after a week +. They can only direct me to call the bank, however my bank has patiently given me all records. The MetroPCS company cannot provide me with accurate information and my payment is lost in white noise with no CS rep willing to investigate any further, just deny, deny ,deny. To recover my account I am now told I will need to pay a very large fee and there hasn't been anyone who could do their job properly, unless it's deflect and accuse anyone else of their error. The bank was asked to retrieve any info that might hold up payment or any action that proves metro to be honest in their "transparency " of their business activities. My money is missing and they're charging me to regain my business line. Losing my money, losing my mind. Tulsa OK and their appearant outsource from overseas phone representatives. They do not understand, they repeat what the script says with no understanding or resolution for their misdeeds.

HI,

my name is Dustonya Harrington I have a plan with MetroPCS and I told them that I have paid a credit of $57.67 now my credit at $17.67 and I have APC which bill is $40 but with APC brings to $10 which I told that I paid an advance for the coming months because they took half the money and currently getting my APC to be fixed. And I told them I filed a complaint against them because they did not fix there problem they did on my account especially since my APC was still active when they took money out in January. They told got taken out this month which is a lie. That is why I file a complaint because $10 should the future months when they took money out in January. Please help me.

Regards,

Dustonya Harrington

On 12/12/2022 @ 02:09 PM I went to a Metro by T-Mobile store in Hagerstown, MD to upgrade my phone. I had this phone for more than 3 years. I checked the Metro website and it indicated I needed to visit a store for my upgrade discount price. The clerk said I should pay $275.? with my discount, but when she was ready to activate the new phone she said now they are saying if you want the phone today you need to pay full price. I said I thought I got an upgrade discount and she said they are trying to get you to finance the phone. That is what you need to do to get the discount. So I had to pay $359.22 total for my new phone.

Mis placed my phone, sim card intact, (nokiag400 5g). Had to purchase another phone (moto g pure). Took pictures of my totaled car on the moto, pictures gone. What did you guys do to my stuff. These were taken for a court date. I am royally pissed off.

Purchased moto on the 17th of january, took pictures two days later.

My nokia was returned to me on the 16th of january.

Hello, yesterday on January 5, 2023 I had to accompany my 76 year old Mother back to a Metro T-Mobile on Yonkers Avenue in Yonkers, NY. She purchased a new iPhone SE on the 4th and when returning home to me her daughter I saw the email the employee used to set up her Apple ID was one none of us have ever seen or used and the password he gave her to use was written down as “metro799” which DID NOT WORK…so strange! My Mother said she told the employee that was not her email and to please use her real email address. He said it’s ok don’t worry you can use this one it’s in the system. My Mother not realizing as a first time Apple iPhone user that you must have an email you know and use with a real password to access all Apple features.

So I went with her the next day to try to have it changed. The employee was calm at first then all of a sudden became completely unhinged and began insulting me over and over… it really scared me and my Mother. He said he couldn’t change the email and said very strange things to me belittling and came from behind the desk. We had no choice but to leave completely shocked at his strange unprofessional behavior. It’s been a process to finally get it fixed thru Apple…they were wonderful, professional, pleasant, and talked me thru step by step. If I was that employees manager and I witnessed his behavior and heard his verbal berating of a longtime customers daughter who said nothing to him except how can we change the email…well he would not be there anymore. My Mother will never step foot in that store again which she did on a regular basis to pay her bill. We both seriously felt ill after being in that employees presence once he started spewing verbal insults. Thank you for listening to my experience in one of your stores.

I go walking in Metro by T-Mobile interested as a new customer and a 5G phone I'm told they're out so being on Monday so I leave. I come back on Monday a different guy is there I said I'm 5G phones in yet no we don't have any he says. I said oh the guy Friday said that they were going to be in today. He says hastily who said that who told you that. Of course I said I don't know the guy's name you work here I don't. I see you have no 5G phones nope then the guy really says you got to you got money you got a $120. I would be standing here if I don't. Please start taking this phone out put the SIM card in it ready to sell me a new phone I get a hold of the phone it's an LTE phone. I believe that was before 4G. I live in Bayshore gardens I get 0.2 to .6 megabits per second. Which means a Google page won't even load. Then I read the documentation that Metro by T-Mobile is second in line to T-Mobile customers on their towers so if you're over 35 gigs with a month you're going to be reduced but T-Mobile customers will be before you also. So basically I have no internet all day long until 11:30 at night it's about 5:00 in the morning. I will be switching to another provider that gives me a 5G phone as a new customer charges me the rate posted and doesn't shoebox half my money. Nothing has changed except company. My last phone was a T-Mobile 5G I use 200 gigs a month for 1 year straight never slowed down once. At the same Tower I'm on now.

Today, 12/09/2022 I went to MetroPCS located, 704 Cheney Hwy, Titusville, FL [protected]. I went online to MetroPCS website, and could purchase a SIM card, for $10, and the $40 a month plan, and checkout at $50 total, which would require me to wait until SIM card is delivered. I was in need of phone service ASAP, since after having QLink as original carrier, I was unable to use any features text, or internet, so I decided to try TextNow, SIM card.99 cents. That was a HUGE mistake. I was on chat between to 2 carriers to port my number, because I would like to keep my same number, literally 11 days. After all this I still don't have my number, and still don't have a usable phone. This is why I went to MetroPCS in hopes to have a working phone faster, and it should of, but didn't happen. I was told after requesting the advertisement on front window, $40 a month, one line PERIOD. The man who was helping me said I had to be charged the $60 plan at first then change the plan later, which would cost MORE than the online price I was looking at. I was going to be charged almost $100, $96 he told me. Well after trying to request my number to port from TextNow or Qlink whoever has it, it failed, and the guy already charged me the monthly fee before the number was ported and the phone would have service guaranteed. Then he claimed to canceled the transaction, and now I am out of that money becuase it never returned to my bank. And once again I left a carrier with NO WORKING PHONE WITH SERVICE. This has been a horrible experience from start to now. I have to wait until Monday to get my phone working. I am a senior and fully disabled by Social Security Administration, and left without a lifeline for help. Please someone reslove my problem, porting a number is not a complicated task. Plus, my fixed income, I am waiting for my refund for something that didn't happen. Thank you for your time and understanding. Diane Alton [protected]

I keep being forced to recieve spam through the device manager on their Sansuck A52. I have made several attempts to get a hold of them by phone and I only get bots. Some of these bots are programed to lie about being human. I keep gett harassed through spam despite these attempts to get T-Mobil to END this harassment. I have also tried resolving this through social media and they have nothing but bots telling me to message them privately. They blocked private messages making that impossible.No matter what I do they keep illegally harassing me with constant spam despite me telling them to stop every time!

On Saturday November 26, 2022 I purchased a Samsung Galaxy A53 128G Black Kit (A53) for $510.41 with out taxes from the Metro by T Mobile (Metro) store located at 2694 NE Vivion Road, Kansas City, Missouri, the phone was to replace my current phone which is a Samsung Galaxy Note 8 (Note8). The Note 8 was not purchased from Metro and I used with another carrier before switching to Metro. At the time of purchase, it was more than $1000.00. After getting the A53 phone I realized that it didn’t have a headset jack and that the performance and features were not as good as the Note 8. On December 2, I went back to Metro to return the phone, well within the 14 days allowed within your policy (included here by reference) and barely used. When I told the clerk that I wanted to return the phone she said that company policy states that there are no refunds or returns on upgrades. My contention is that the A53 does not qualify as an upgrade for the reasons cited below and your Upgrade Policy which states “Customers who wish to purchase a new device in-store or online, within 180 days of their last new device purchase, must pay the full retail price.”

The phone I purchased was not an upgrade because I didn’t purchase within 180 days of buying my last device. And presumably that means purchasing a phone from Metro within 180 days. Furthermore, the above is the only definition of an upgrade that I could find.

The phone I am replacing was not purchased from Metro in the first place and therefore wouldn’t fall under the Upgrade Policy.

Just because a device is “new” doesn’t mean it is an upgrade. The “new” designation implies that any phone purchased at Metro is an upgrade to the phone you are replacing, regardless of the make or cost. And I am sure that you will agree that not all phones are equal. In other words, the replacement cost of the phone has to be taken into consideration when defining an upgrade. E.G., a flip phone is not an upgrade to a smart phone or an I phone just because it is a new device. In this case, a $1000 phone was being replaced by a $510 phone. The Samsung A53 phone was only selected because there was not a Note 8 equivalent Android phone available.

Per The Samsung Group, the replacement or upgrade from the Galaxy Note 8 was the Galaxy Note 9 and above, not the Samsung A53, therefore the Samsung A53 should not be considered an upgrade.

I have been with Metro about 2 years and have always been happy with the service. I would like to continue with Metro but I think a miscarriage of justice has occurred here because of an ambiguous (to say the least) upgrade policy,

So, I am asking you to please consider my argument and assist me with returning the Galaxy A53. Your attention to this matter and a prompt response would be greatly appreciated.

Thank you,

Elia Ali

[protected]@mail.com