Metro by T-Mobile
Reviews and Complaints

Purchased a new alcatel flip 3 from metro last week. (have been with metro pcs for about 12 years, but since t-mobile took over they stink! So I switched to another carrier for 2 days; then decided I wanted to go back to metro) was having issues with the service and with the phone, so I called customer service. Gave them all of my information, then they said they had to send me a text with a pin so they could help me. Have done that before, on my old 3g phone with no problems. They sent the text, I heard the sound notification that I had received a text... But I cannot read texts while on the phone. Told the agent that, and she told me she couldn't help me without the pin, so I would have to go to a store. I went to a store and they informed me that the phone they sold me wouldn't allow me to see texts while i'm on the phone. So I asked them how I was supposed to call customer service with problems. Their answer:"you'll have to buy a smart phone." that was from the manager! They sold me a phone that I cannot get customer service with! Isn't that illegal?

Trying to use perfectly good, valid debit card to pay bill on the website. Useless messages appear to the effect of "try again," "try a different card" or just "some technical error occurred". All avenues are blocked because they do not have live agents due to the virus. They're making it incredibly difficult to pay them.

I ran fiddler while submitting and confirmed that the response code is 400, and the following json is returned: {"code":"[protected]", "usermessage":"transaction failed", "systemmessage":"backend system error"}

Backend means it's their problem and not at the user's end.

The option to make a one-time payment without logging in fails, and if you log in and attempt to register the card as a payment method first, this also fails, both with the above "backend system error".

I called about this in April but I had already paid my bill so I was to try in May . I ordered this May 7th (call with Gerald 11:10 central time). I asked for the expiration date of this offer. He said there wasnt any. I asked for a confirmation number to assure prove I ordered the $15 plan.
He said confirmation #s are not available.
He said My billing cycle started May 8th. It was to continue for 60 days.
Today I called to see why my bill stayed at $30..not a the $15 offer. I called customer service 6/1 and (08:50 with Victor) to check to see why the bill stayed at $30 and he said Gerald never ordered anything. He said I should have KNOWN to expect a text on it (had no idea of the internal company rules) He also said the plan expired 5/13/2020 (new to me) so there is nothing he could do.
RESOLUTION: I want a $30 credit ($15 for each of 2 months) since I ordered this plan.

============================ offer:
And to help even more people stay connected, Metro by T-Mobile is launching lower-priced plans and offers on March 25:

For the next two months, Metro is offering a $15 plan - that's half the price of the current most affordable plan. For 60 days after customers activate, it's just $15 per month for unlimited talk and text plus 2GB of high-speed smartphone data.
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You say your supporting coved-19 by keeping service on. Does that include Michigan?
You should be ashamed of yourselves. Cut their service back on. Victimizing victims while you say on your phone line how you support your customers. I will make sure everyone is informed. Thank you.

Supposedly you don't pay a fee if you pay through the app or online, but any time I have tried to pay online or with the app it says my card information is invalid. I have checked with my bank multiple times to make sure my info was correct. It is. I can go to the store and pay with the same card that has "invalid information" with no issue. I also tried to pay by calling customer service but was going to be charged said convenience fee. They offered to waive the fee but the representative said my card information was invalid. So I have no other choice than to go to the store and pay. Yes the fee is just $3, which isn't a big deal, but imagine if this is the situation for say 100, 000 customers. That's $300, 000 a month in profit from fees that can't be avoided even though they repeatedly state while waiting for a representative that you can pay for no charge online or through the app. I know I am not the only one that goes through this, just not sure how many customers are forced to pay the unavoidable fee. I have seen several complaints about this same issue on various sites.

Hi, I called your customer care line for a billing date change. The system didn't allow the manager, understandable however the representative stated we are not just giving free service( stated that to me 3 times). Im considered an essential worker and I'm not asking due to the virus. I was very offended, listen to the call. This is not great customer service. I've been a loyal customer over 11 years and now im contemplating switching providers! (Employee manager at that)name was David id # 28548. On 3/[protected]@5:30pm. My info Gloria Grant [protected].

I have been with the company for more than 10 years. During this coronavirus pandemic, I missed my payment by ONE day. They turned my phone off with no reminder or anything. When I tried to contact customer service after paying my $45 bill, they only showed me my next due payment. The customer phone number listed drives you to the website, which brings you back to payments. They will not talk to a customer nor do they allow you to email them. They have snail mail available only. If you can find the time to send a letter and mail it, good luck. The email only allows you to sign up for deals on their products. This is ridiculous. I will be heard by this sham company.

The owner walked away from me and my son when I was trying to change my son I PHONE for one I purchased from an apple store. The apple store customer service rep was on the phone trying to assist. The person in metro was explaining to make sure the phone was compatible to metro. I and the apple rep was trying to explain it was. He was mean and very aggressive. The store was across from beecher high school in mt morris, MI 48458. The store lies on N Saginaw rd across from Cold water Rd. I think there number is [protected]. The mean person was the shorter brother. I have been going their for years but will never return. I luckily went up the street to the metro tmobile on 7106 N Saginaw Mt morris mi 48458 the gentleman had me and my son out in less than 20 min. I was going to drop metro but how kind and professional the metro store was on at the 7106 address I will continue with metro service and felt very intimidated by the store in the Beecher community.

DO NOT WASTE YOUR TIME OR MONEY - false statements by local store, misinformation by customer service. Was customer for more than 5 years. Did upgrade phone as recommended and store added a second line before advising. Called customer service and after long holds and several calls, was advised to return new phone for refund and reinstate phone number to original phone, one line.
Store said no refunds, called customer service from store and was told they could not tell store personnel what to do. LIES, misrepresentation, hours and money spent and wasted.

My data on my Metro phone worked great until about 8 months ago. I continuously call customer service but, it hasnt been helpful. All of my experience with customer service has been fairly positive until today. I was routed to a "call center" and could hear every service rep talking. I just hung up. This is not okay. Also, when I dial 611, it re routes me to the metro Pcs site. My data is running super slow so it is very aggravating to have to go online to get through. I'm fed up with this company! Im going to leave Metro due to these issues.

I just bought a new phone for my son at the store and the sales person changed my unlimited international land line phone calls to a 200 minutes monthly. I called metro (excellent customer representative)and they explained to me that it is a new policy and they just changed the plan without any previous information and they cannot do anything to give me back my old plan.Arbitrarily they downgraded my plan. I am a loyal customer for many years, since metro was the worst of the companies and everyone make jokes about having this phone company. I always believe on Metro ‘s honesty on billing no hiding charges, everything clear for the customers. It seems that the affiliation with T-Mobil brought the appetite for tricking the customers. I am very disappointed. I hope Metro goes back to honest business as it used to be. Now I am considering to move to another phone company, if it is any, that keep the promises to its loyal customers. What a shame Metro, that is not a good business. You were doing very well. Please keep doing it.

I just dont understand how the company does all advertising for new customers be the old customer cant get any good up grades or anything on the phones . It's always the same old phones. I was in the metro in poplar bluff mo I ask about a deal they were no we dont deals for old customers just new so since us old customers I might should take my business else I been with metro for at least 4 years .

I am appalled at the trickery of this organization. I have been a loyal customer for a long time. Now I am completely distrout about your terms and conditions. Very upset and have no faith in your illresponsable treatment of customers. Switching my service to a legitimate competition, one that services based on customer needs. This is a oversaturated market that has the customer the ability to set their own terms.