Metro by T-Mobile
reviews and complaints

I have done business with MetroPCS for 7yrs with the Lakeland FL on North 98 office went in there yesterday cause my phone wasn't working right and got the worse service ever the guy wouldn't even look at it not even touch it just said buy a new phone I ask him what ones us good deal he pointed them there real rude this happens alot at this store the staff is terrible there very bad attitude I'm thinking bout changing phone to another company.

Date: December 5th, 2018
No Client #

My issue is MetroPCS' 48hr one time extended service when you aren't able to pay your bill. They provided me a one time extension for 48hrs and provided no other service in the mean time. So I was able to use my phone to call or text, but I wasn't able to send screenshots via text or videos, pictures and other images. I wasn't able to access the web or applications that required internet services, including but not limited to GPS, any bank app, game apps, and no Google apps. I was only able to use the MyMetro app to make a payment and call Customer Care which is 611. I wasn't even provided with the Metro website. So I called 611 and the automated teleservice system answered and provided me with only 3 options. Pay my bill, ask for a 48hr extension, change my service plan all through the automated system, not through a representative. I asked for a service representative several times and was denied with no explanation. After several attempts, the system disconnected the call and my phone went directly to the MyMetro app. The speaker on my phone activated and the same automated teleservice system advised me to use the MyMetro app to pay for service.

I wasn't able to reach a representative until I borrowed funds to pay the bill and call 611 again. The main menu changed and provided more options as well as to speak with a representative. I spoke to a customer service representative (CSR) and they advised me that the 48hr extended service is for emergencies services only. So, my issue is this; using the GPS for somebody who is lost or doesn't know the area, using MMS via text to send any type of photos or videos, using the internet to assist with obtaining intel or access to info and having access to apps on the mobile device to gain information or to get assistance (Like Cash app, quick pay apps, Paypal, Capital One, bank accts) not urgent enough? People use their mobile devices for everything today. Technology is of vial importance today. I don't own a laptop, a house phone or a PC due to what capabilities mobile devices provide. Access to the internet for anything: Jobs, money, bank accts, info, intel, study material and emails. Everything in your life is on your mobile device. Communication: Facetiming, text using screenshots, photos, videos and other intel. Services for GPS, location and help to get from point A to B, Finding where you are, sending that information to others. Things of that nature are important and should be important enough to provided full services for that extended timeframe to even possibly assist with payment by any means necessary for that individual. Even with the Wifi on while on this one time 48hr extended service, I was not able to send photos/videos via text. Just use the internet and other apps.

About three weeks ago, went to metro pcs by t mobile east silver springs store in ocala fla. On nov 9. Went to that store because, my wife phone could mot make any phone calls out. He checked the sim card, told if it was that it was 15.00 put a new one in wasn't that so he said that the phone is under warranty told us to pay 20.00 for shipping my wife didn't want to pay he had the phone, so he said ok when I get the phone pay shipping handling,

One week later I go back to store and ask what about my phone, he says go to 27th ave that where warranty phone are. He send a text message to the store, say get it end of week took my phone number to let me know, I called 27th ave 200 store ocala fla no names to be shipped no phone as of dec.1 have to pay 80.00 on dec11 he never put the phone to be replaced. Lied
Unethical behavior curse at us).
Hispanic male with goatee

I purchased a cell phone from the store on Saturday November 10th, 2018 from a sales rep named Denise M. I have had MetroPCS for 4 years and wanted an upgrade of one of the phones on the account. I paid in total $211.33. After the sales rep inserted the sim card into the new phone and turned it on I noticed a small white line on the phone, however, when I asked her about it she said "it was just the light, it was nothing". For the next dew days what I thought was a line was now a prominent crack. I contacted MetroPCS customer service and spoke with a representative named Phil Id# 501531 on Thursday November 15th, 2018 after calling the store and being told they had made a mistake when the initial sales person said if anything was wrong you can return it to the store in 7 days. I explained to Phil I pointed out the line and was told it was nothing and now I know it is a crack and they do not want to exchange the phone or honor the agreement that was mentioned during the purchase. As per Phil, I was told to go into the store where I purchased the phone and ask them to process a change replacement, he would be placing a note on the account to process the change. When I arrived at the store today, November 17th, 2018 I initially spoke Nancy who refused to provide her last name or the initial of her last name. Nancy told me although she was a manager she could not do anything "she had to wait for the hiring manager to come". After 20 minutes the hiring manager came, I informed her what happened, what the previous sales associate said to me, that I pointed out the line on the phone and was told "it was nothing, the light". I also told her I had been working double shifts and assumed the associate that sold me the phone was correct when she said "it was the light" when she referred to the phone. I provided the receipt which indicated the phone was not purchased a full week before, I contacted customer service after 3 days, etc. She then contacted who she described as the GM Amyn who at first agreed to exchange the phone. After a few minutes she began taking pictures of the phone and said there appeared to be a small scratch on the phone suggesting it had been dropped. I told her the phone had not been dropped and reminded her I saw what I now know was a faint line on the phone suggesting it had already been damaged and if that happened it happened before I purchased it. She also said "if I accept this phone and my boss later decides I should not have accepted it, it will come out of my check". What about my money. This statement to me suggests I am not valued as a customer and my monies shouldn't mean as much to me as their monies to them.She then told me they could not accept the phone. I have upgraded another phone on this account and purchased other accessories and every time I have entered the store there is someone new. The courtesy and respect does not exist in this store. As I was leaving, the initial manager I spoke with raced over to what she thought was another customer trying to sell a phone. This store feigns respect but it does not extend beyond the purchase.

I was told by person working in metro store that he could order me a brand new galaxy 8 & he told me I had to give him $100 deposit & the phone would come in in 3 days well I went to the store today to pay the balance & pick up the phone & he reached in the draw & pulled out a phone which was not brand new it had no box no nothing so I told him that is a refurbished phone I left a deposit for a brand new phone & I told him I wanted my deposit back because this is not a new phone he then informed me that I could not get my deposit back which is not right at all he lied & said he was ordering a new phone for $600 when in fact he got a refurbished phone from somewhere & tried to pass it off as a new phone & sell it at the regular price listed in the store which was $599 this store needs to be closed lying to customers while they pocket the profits from selling refurbished phones for full price.

When I first got this phone I complain to MetroPCS set this phone has a bunch of issues I've never had any other phone close to this one it's sluggish and times when you press the key it does not respond it does things on its own discuss the key and if that's something you're dead you don't want to doexcetra excetra when I went to MetroPCS all I wanted was a trade in the phone they wouldn't do it for a different one credential should do is grab all the j7 returned to the manufacturer are you putting this on the customer here's my phone number [protected] I've lost so much business because of this phone talk to a customer and it cuts out in the middle of the conversation or won't answer so on and so forth please resolve this issue my number is six one nine 992 5043 thank you Joe from Green Day Painting [protected].

On Saturday 11/10/18 I visited the location at Carlyle Plaza in Belleville, IL. My intention was to purchase a phone and add an additional line for my daughter. We arrived at approximately 2PM. We initially we're greeted by the employee (the only one working) and left to wander the store for about 15 minutes. She finally asked what we were there for and after explaining to her our purpose, she then advised me that the phone we were wanting to purchase was out of stock. I told her no problem and said that I would go to another store if she could tell me which had in stock. She then told me that a co-worker was coming from another store just across town and would bring it with her. We sat and waited nearly 2 & 1/2 hours! Asking periodically if there was an estimated time frame, I was told simply, "it's on its way". At approximately 4:20PM, I had already missed my dinner reservation and now my daughter was going to be late for her event. I left the store and my daughter begged me to wait just a little longer. The rep said that the device would be there in n just a minute. We waited in the car another 15 minutes, never did another representative arrive with any device. I left there with an extremely unhappy child, very aggravated and questioning why I would want to spend another dollar with a company that doesn't value my business or time, enough to ensure my satisfaction. Simply advising which store had the device or recommending that I return later would have been sufficient, But I was advised repeatedly the device would be here momentarily. The other store isn't 15 minutes away! There is no excuse for that. I didn't get an apology for the wait, an offer of any kind for being patient, nothing. Without being rude or inconsiderate I simply left. Here it is 2 days later, still nothing from Metro, no phone for my daughter, $50 wasted on a deposit for dinner which I didn't attend and regret for listening to friends who told me to give Metro a try.

At least 3 times, my husband or I have gone to our local Metro PCS store in Paris, Texas (on Lamar avenue), and the young lady who "manages" (?) the store has been completely useless in helping us. She either ignores you, can't help you, or points to the phones and says there are our phones if you ask her a question about a brand or type of phone. She is rude and doesn't seem to care one way or another if you are assisted or satisfied. We are considering changing providers due to this type of service. The latest incident occurred on 11/7/18. My husband has complained about his phone not working correctly ever since he got it nearly 2 years ago. He went in to inquire about purchasing a different brand of phone, and was told "There are the phones we have", as the salesgirl pointed to the display. She did not offer any more information. I guess she is just there to take money when you pay.

I had dropped my phone in the toilet and did the normal put it in rice and it worked for a little while then it started acting up so I took it in and he said it is just better to get a new phone and I have insurance for it but the insurance is [censored]. now they want me to spend 200 for a different phone when my exact phone is $50 online Metro is awful to it's already existing customers. The insurance is [censored] you want people to become customers but what about your already existing customers?!

There was a male employee working at the MetroPCS store located in Fort Valley, GA on Tuesday 10-30-18, around 3:30 - 4pm. He was arguing and fighting with his girlfriend. They were loud while the female representive was trying to conduct service to me. He stepped in and out of the door yelling and arguing with a densle while she followed him into and out of the store yelling and arguing. At one point the female working with him had to ask him to "Get it together, we have customers." I think he was very unprofessional. I had children with me and we didn't know if they would get physical or not. it was scary. He needs to be fired

I would like to submit a formal complain against the Lake Stevens, WA location. I was not given the necessary information before signing up, now the owner Corey refuses to refund my money or give me an extension on my "prepaid plan". He has been completely unprofessional, rude and condescending during this frustrating time. I've expressed my situation and explained that I am unable to afford to pay for a plan I am unable to use.
When I stopped in to the Lake Stevens location a few weeks ago to set up a new phone plan, I made the employee very aware that my cell phone from AT&T COULD still be locked. I was confused about the process, which I expressed multiple times.
I was not aware or TOLD that if I chose to pay for a plan at that time, and if my phone was in fact locked, that not only would I not be allowed a refund, but that same plan would expire in 30 days regardless. I was denied proper information up front. If I would have known, I never would of signed up for an account without calling AT&T and verifying my phone was unlocked. I've expressed everything above very clearly to the owner Corey. He acted like he could care less, and told me that they aren't allowed under ANY circumstances to refund ANY money for a plan. period. He explained that Customer Service is the only one that could override that rule. After calling Customer Service, I was informed that that in fact was a lie. It's the owners discretion to disburse refunds. So again I was given insufficient information from the Lake Stevens location. Not only has Corey taken my money and wasted my time, he's also lost a customer and more to come. All I'm asking for is a refund so I can take my money to a different location. He currently has my sim card and receipt taped to the back wall of his office collecting dust. I pray this issue is addressed and I can in fact start a ACTUAL plan with your company.

Thank you,
Alyssa

A mexican person who work there told me the president trump is a [censored] person and he will go soon! seriously? metro pcs hiring illegals to work for them and told to customer political opinions? it's happened today, 10/24/2018 around 3.45 in heber city, utah store and this mexican dropped the sim card few times before she insert into the cell phone due the her waaay long nails! i'll call immigration also to find out how metro pcs can do something like this! i was with 2 friends with who can testified for this and also should be some surveillance cameras.

A representative/manager by the name of Melvin provided terrible customer service at your Harvey IL store on 147th and Sibley/Halsted. My phone did not work properly the first day I got it. He placed a work order for me to receive another phone. 8 days later I receive a call that my phone has arrived. I go to pick it up and it is at a totally different store so now I have to wait 2 more days for a phone that works. Needless to say, I do recommend Metro PCS/T-Mobile to anyone and cannot wait to go to another service due to horrible customer service.

I just purchased a cool Pad phone at Metro PCS in Plainfield Indiana, and had a very bad experience. I bought this phone a couple of days ago and I am very unhappy with my service. The phone isn't much better than a government phone. Poor quality picture and sound, very slow, and slow to charge. It says emergency calls only.
The manager said that I can't take it back, but I can buy another phone plus activation again. It is clearly not working properly. I have never had a bad experience with them until now. I will tell everyone I know about my experience with Metro P C S / T mobile.

I wanted to pay online my bill, kept loading, and loading.. impossible, so I called, the automatic system told, It will cost me 2$ "ouh I have an issue with a zip code, I find someone to help" Indian girl answered first thing lots of BS talk, and it will cost me 3$ to make my payment ... I said alright lets get over with already. I gave my info, after all that she announces" ouh, we can not do it now, we are updating system. call back after 2 hours. WTF ? Couldn't they just say right away, Temp. we can not accept payments. I lost freaking 30 minutes of my life because of that BS
10/17/18 Nice job Metro

Today I spoke with four different people one of them being Moses ID number 60802 prior to him I spoke to a man named Jose which I don't have his ID number prior to him I spoke with a woman when it was apparent to me that I was being charged an extra $40 on my bill because they told me I made a change in the middle of the month which I did not because I paid my bill off in full I was told in the past that they would have given me an extension on my bill because of all the problems that I had and today I have had nothing but problems with the people that work there I was treated rudely my husband's phone he made a payment at the store which I don't know why is not showing up on you guys is end but now his phone isn't off and wear out the $60 to pay the bill and the gentleman Moses doesn't believe me my husband went back to the store they're trying to tell him he didn't pay so now you're Moses said I have to take action with the police for $60 I want the phone turned on I am not happy my phone number is [protected] my husband is [protected] I want to hear back from someone as soon as possible I am not happy

You [censored]ing [censored] have dropped the ball.
I keep getting [censored] calls. Sometimes i'll call back and the number is not even connected or if it's connected the person tells me they didn't call, yet their number is on my call log.
You [censored] need to figure it out i've been dealing with this [censored] for over 2 yrs i have switched numbers i have completely wiped my phone as well
the calls still continue.

You [censored] need to figure something out