Hi Danno, I am a dealer for Metro PCS. I do not work for Metro PCS I am just an authorized dealer who has brought into the franchise. If you keep your plan the same from month to month. Your plan will not change. If you change your plan between months there are going to be some charges even if you went back to a lower rate plan. If you want to lower your bill, do it the day your bill is due. If your late on your bill after seven (7) days request a bill cycle reset. This will change your billing day to the day that you actually paid it so that you can get an entire month service back. Also, if your dropping calls, remember the old saying: "You get what you paid for." If you have a $49, $79, or $99 handset, don't get upset when you go under a bridge and your call drops. I use the Motorola RAZR V3s and I have a small amount of dropped calls.
Go to a Metro PCS store that appreciates you as a customer. Don't go to one that is simply trying to sell you a phone and try to deal with the same dealer if possible to make for better customer service. Have them call the Dealer Support Group. It has happened more often that when customers who are not familiar with the service take matters into their own hands it always turns into a disaster.
My customers love me for my quality service and just the casual conversation and personality I bring to the store. I receive plenty of refererrals from my customers. The only mad customers I get are the ones I never sold a phone to who come in with service problems. When they leave I have gained a new customer as well as a friend.