Metro by T-Mobile

I received a coupon in a text message that if I change my plan to $60 and bought a new phone for $79 or more that I would receive a $50 rebate upon calling my local store and not getting a response as a store had a fax signal that came on instead of a normal ringtone. I drove out to the store and then was told that I had to pay $15 for changing to a new phone and $3 for paying for the bill to upgrade to $60 in the store. I said this was not expressed in the coupon. The store supervisor said he would waive the $3 fee, but he wouldn't waive the $15 fee, as it was Metro PCS's policy. The store rep agreed the $15 fee should have been included in the texted coupon. I called Metro PCS's 611. I was put on hold to speak to a manager. The manager never came on the phone for an hour, so I called Metro PCS again. The new representative said he didn't want to place me on hold for a manager, as it would waste more of my time, because his manager would say the $15 applies. I said I wanted to talk to a manager anyway. The phone went silent. The store closed. I couldn't get a resolution. I called Metro PCS 611 for a 3rd time, and I spoke to a new representative and said what had happened. I asked to get a credit for all the time wasted, for my gas that I used to come out to the store, and for not telling me upfront, in the coupon, that there were extra fees that applied. I was transferred to a manager. The manager almost the delighted in the fact he was not going to give me a credit. He said why should we give you a credit when you didn't even pay for a new cell phone. I said I couldn't pay for the new cell phone, because the store closed - because no one ever came on 611 after waiting an hour and then calling back, and getting hung up on. I waited for over an hour on Metro PCS. He said, well I'm sorry about that but we can't pay you for your time and your gas - when you buy a cell phone you know you're going to have to spend time and gas to go to the store. He didn't understand that my time is more valuable than getting stressed and waiting on the phone and getting hung up on or being put on hold again and again with no resolution. I asked him, "Why is Metro PCS sending out coupons without mentioning the additional fees one will have to pay?" He said - it's just a text message you have to go to the store to see what extra fees apply. If you don't like it you don't have to buy it, which is what you chose not to do. I think it's a disgrace how this was all handled tonight. I should have at least been given a $10 credit for all of this havoc. I told the last manager this would be my last month with Metro PCS. Maybe I will change my mind if MetroPCS does the right thing. By the way the representative who transferred me over to the last manager, he was awesome and I told that to the manager. I said he's probably one of the representatives I've ever had. I would have thought that that would have made the manager happy. Maybe it did, but he didn't compensate me for all the aggravation and time I spent Metro PCS made me waste my time in this case.

Have called several times about same issue
The 1-800 customer service representatives are very disrespectful and don't mind letting you know it. They really don't care and love to play games with people.

In store reps are awesome and very respectful but the 1-800 customer service experience is enough to turn a customer off for one thousand years... And counting.

The first time when I called in about my son's hotspot not working (and i've had to call several times) I was given the run around and had to call back several more times and eventually I requested a supervisor who momentarily provided a solution only after several reps. Suggested I go to the store on my lunch break!

Nevertheless the problem continues to occur after resetting password, having network refreshed and all kinds of trouble shooting techniques were performed. I was also given the wrong information a couple times.

I called them to Metro about my phone service the first phone call the lady act like she could not hear me then hung up on me the second phone call the supervisor hung up on me they keep telling me that there is a different name on my account I told them when I open the account I used my photo ID so there should be no other name except mines on the account

I purchased a brand new cell at Christmas for my Son. There was a defect in the phone. Store manager promised to have a new cell to replace the defective one. Every time I check to see if it's came it's always there over nighting it! That's been two months ago! The store manager called my sister a [censor] tonight while her other co-worker stood outside smoking while customers were waiting to be seen. I had been lied to by this unprofessional store manager who's body odor has the whole store stinking! I have ask for the store owners name and she will not give it to me! I have called MetroPCS and made a complaint that was recorded and I have YET to hear anything! I am a single mother and cancer survivor on disability and that $140 i chose to invest in Metropc for my sons Christmas was the biggest mistake! I will NEVER do business with this store again! I will be contacting the Attorny Generals office FIRST thing Monday morning!

My husband purchased a phone for me in December 2016. I never had any issues with service for an entire year. However, at the end of January 2018 during the middle of the night, my phone rang. I was quite alarmed because it was around 2am in the morning. I picked the phone up. There was no missed call. The only message was YOUR PHONE IS SNOW BEING UP DATED. THIS MAY TAKE A WHILE BEFORE YOU CAN USE YOUR PHONE. Ok. I went to sleep. The following day, all my contacts were erased. Photos, messages, etc. I could receive incoming calls, but I could not make any outgoing calls. I called Metro and explained what happened. They told me to come into the store. Unfortunately, they told me that if I did not know my Google acct. password, I would have to purchase another phone! My husband explained to me that when he purchased the phone the young lady in the store, located in Glassboro on Delsea Drive set the phone up for him! He never used a Google account! I will report this to the Better Business Bureau.

The store in East Gate mall located in East gate Ohio I have three phones on your service.When I started with you I had the phone number [protected] the guy who helped me said I couldn't keep my old number witch I believe to be a lie so he set up a new number [protected] the number isn't even close to where I live he set it up under some one Elsa's name I think it's Carry Bone with the code name Brooke witch I didn't know and was not told.They fired hem but doesn't help me any I can not get on Facebook or any social media at all I get threatening phone calls and text.tryed to change the number can't because Im not for sure who's name he has it in my card pays for it but steal can't get anything done.trieing to fix this problem but can't seem to get it done.i called customer service and when though a hour of nothing.i will be in that area wendsday I want this fixed put in my name and a 606 area code. the other phones that I pay for is working fine but steal under some one else's name needs fixed ASAP.

My boyfriend stole my cell phone and took it to this metro pcs store located on 9293 Federal Blvd, Westminster, CO 80260 on monday February 19th and left instructions for the store manager to unlock the phone he took thr receipt of purchase with my name on it. The store manager took it home tp try and unlock it for him when i found this out i went to the store on Wednesday February 21st and she refused to give me my phone even rho the phone is registered under my name. When i went to the police qnd told them what happened they said to ask for a receipt with my name on it and call them when i was there so an officer can do a standby and help me get my phone back. I finally got my bf to with me to the store and the csr there called the manager and asked if i can get my phone back. The manager asked if my bf was there. The rep said yes both of us so she gave us the phone back but the phone was reset and i am unable to use the phone anymore i feel the manager violated my privacy and violated my rights because she 1 took my phone home. And 2. Reset my phone. 3 tried unlocking for a person that had no authority and was not on the account
As it states in your privacy policy, , , , -''Under federal law, you have a right, and we have a duty, to protect the confidentiality of CPNI ... My privacy was violated and this is unacceptable i do not feel safe with this company is this the kind of managers you hire. What can you do to fix this situation. My phone number is [protected]
My email is [protected]@gmail.com

Good morning I am a new customer with your company I recently switched from another company and add a new line. I came out of pocket over $200 and less then 24 hours my phones which are iphones were not working. A warranty was put in place because no one wanted to honor that I was told I can return my phones in 7 days if I wasn't satisfied which i tried to do and was turn down. First because the young lady was new and didn't know what she was doing. Then I went to the main store in Killeen Texas and they just took the plastic off the phone and said it should work but if I damage the phone then my warrant will be voided. I don't what type of customer service is taught or spread across your company but I thought the customer is always right. I work customer service for 20 years and even if i don't agree i still honor the customers wishing. I am very disappointed and want my money back and now I was told I cannot do anything since I used the warranty. I need to be contacted before Wednesday because my 7 days will have expired by then.

I came into the Galveston TX store on 61st. Well at first I was satisfied, untill I get a text that a $6 credit had been added to my account, 4 hours later! So I call, all I keep getting told is oh the $6will be taken off next month bill. Untill Thursday, I believe his name was Mathew. Helped a lot. Listened to me to understand where the problem lied. I came back and asked for the receipt (witch I was given nothing upon purchasing the phone) and there I see. I had been charged for the case, and glass I was told was "free" and this $6. I asked the lady to help explain. She said oh that's the privacy policy. Not only did I tell her I did NoT want the policy, but she was also lying cause it would have showed in you all's system under protection plan.. help me figure out what's going on

On January 30 2018 I mailed, using USPS, a western union money order in the ammont of 52.00 from, Medford, OR. As of today, they have failed to acknowledge payment recieved. Breach of Contract. I have tried, unsuccessfully, by phone to resolve this numerous times. In fact they, customer service support, for no rreason at all, hang up or disconnect the call when I report this. This is the second month consecutively that this has happened. I have all reciepts and documentation.

This incident occurs at the metro pcs store in dallas, tx at 10455 north central expressway #106 store manager : blessing

I have been a loyal customer for 10+ years and blessing lied to me and tried to cheat me. When I complained to the corporate office they did absolutely nothing to rectify the situation. As a result, I canceled my contract and will never work with metro pcs again. I highly recommend everyone to not work with metro pcs.

I bought an IPhone 7 plus from best buy I paid it full price and activated on metro but after two months I decided to switch carrier and tried to activated it came that it was locked imei to metro pcs they said that I have to be active 90 days on metro but I didn't buy it on metro and my receipt from best buy said it's a universal IPhone I have called them for a month and they didn't give an answer they just told me to wait 3 days over and over I'm so frustrated I paid almost 800 dollars for a phone that's useless. Please somebody who can help me.

I am contacting you today to make a formal complaint in regards to the District Manager Royal Donald Sr who currently oversees the Appleton district stores. The customer service I have experienced with this man has been both abusive and discrinitory. In August my husband and myself went to see Royal in an attempt to change over our services to Metro PCS. This initial experience was frustrating and left us both feeling like we were dealing with a very inexperience employee of this corporation. From that day forward I have not been able to use my phone, having no service. I have attempted to take my phone back to Royal and several other stores in the area, all with the excuse that my phone was not unlocked. The way every person working for Metro including the District Manager Royal disregarded our concerns was appalling. This went on for over 6 months.
On my last attempt to get this issue resolved on 2/7/2018 approximate time 12:00pm I went to the store in Appleton that Royal works out of. I sat there for over an hour and a half watching both Royal and Amber the other staff working that day, fluster around trying to troubleshoot the issue, by calling the support line, something I had already done. While waiting, I also witnessed Royal make several discriminating comments about several customers who came in to pay their bill, at one time stating '' that guy is a RETARDed j[censor]" about a mentally handicapped man. Needless to say this was very upsetting.

After an hour and a half of waiting all Royal could say was that the phone was not unlocked and it needed the VPN, well this was also concerning because I would think the District Manager would know that A VPN number is only needed when a separate secure netbook within a network is needed. While waiting Amber the accociate stated to Royal that I have not had service for 6 months and have still paid my bill, at this point Royal stated " I will be crediting her account for that 6 months" This was the first GOOD EXPERience I had have had. Leaving the store that day, still having no working phone I attempted to reach out to other Metro stores and was still unsuccessful. 6 months of trying to work with this company, a promise of a credit and nothing.
The following day I again went to the store that Royal works and requested that because he was unable to provide service I would like a new SIM card put in an old phone I had. When I asked about the $150.00 credit Royal stated that because it's been over 6 months they would not credit my account because I did nothing to try and resolve the issue. I will again state I had been to several other stores to try and have this resolved. Understandably I was upset by this, but then the kicker, Royal actually charged me and addition $51.00 to activate the new SIM cards. He was rude and raised his voice with me.

I would like to speak to whom ever is over Royal Donald personally to make what I have experienced clear and to get what I was promised. The discrimination against mentally ill individuals I witnessed should be known by the public and warned that Metro employs these types of individuals. I am certain that I am not the only person who has gone through this type of treatment at this location and I am sure the news would be more than happy doing an expose and investigation on this very serious problem.

Regards,
Melissa Freeman

Arrive at store to ask for information and asked about the difference of Hotspot service and Data usage and the employee explain it very broadly and acted like I was an irritating customer which the conversation only lasted like 3 min and called MetroPCS later to ask for the same information and they explained it very detailed and very courteous and respectful aside form the employee that was at the store.
The incident was between the times of 6pm-7pm. In the attached photos you will find the exact location of the retail store.

The worst phone servive ever treat you like a contract paid my month service to have my phone back on was supposed to be 30.00 was 46.00 and 7 days later shut me off when i paid over my month service are they that hard up never should have left Boost i guess metro pc doesn't want my business and of course you call customer service can't tAlk to a live person Gp Figure

I call metro pcs an and told them that I was making a payment to somebody else's phone for a whole year what can I do so they checked it and told me I cannot do nothing so what I did I called call back again and ask him can I get the money but at least towards my payment they come telling me no because there was a lot of money so now this is not right and it is not fair as a customer paying somebody else's telephone bill which I did not know and it did not tell me every time I make a payment so what can I do to get the money put on for but when I make payment or what

At Tyrone Mall Metro PCS store on 2/3/18 I was treated very bad by your representative named Mohamed.
He didn't want to help me, when the other rep tried to do it, he slapped her on the hand, he screamed at her and when I said that is not the way to treat clients he said "I don't care".
When I asked the telephone number of customer service he started screaming at me as well. I told him I will call the mall security and he said "Go ahead ".
I can't believe these kind of people are helping clients.
Please, do something about this person.
He doesn't deserve to work in your respected company.
Thank you

Originally my wife and I had wanted the lg aristo when I went in and stated which phones we wanted they said I would have to pay a down deposit to hold the phones and I did I paid half down. Mind you this was only to hold them less than 24 hours till I got paid. when we went in the following day, I walked up and told them my name but that I wanted one lg aristo and on samsung j7. They said they were sold out of the Samsung j7. But if I wanted I could go to another location and see if they had any left. I said no thank you ill just pay the rest for the two lg aristo. They said sorry were out ofthat! After that I just needed my phone I had to get back to wOrk. we had to leave with two of the worst phones on they market. I made a complaint the the tool free number they said they would have them switch it out they just needed to speak with the store manager. I spoke with him and he stated he would await their call I called the tool free number back and told them he was waiting and after a few hours I wanted to knOw what to do and the toll free number people told me they couldn't reach him so by this point we were set Past the so many hour rule in the warranty. Now they have us paying for less data than anyone else and cost us more for it? And we live in a 4glte zone by Thier own map and still have no signal.

The sales guy in Bremerton, Wa. On callow street told me the Lg K20 was a good phone cause they were out of the Samsung j-3 when i switched from straighttalk to metro pcs on 12-29-2017 well i ask the sales dude to make my bill payment on the 1st of each month noo he couldnt do it, instead of charging me an extra $12 dollars so it could be on the 1st no i had to be suspended on the 28th of January 2018 so my grip is why didnt your sales person do what i asked and also give me the samsung j-3 ? I see how it is your company likes to take advantage of an older lady like myself. Shame on you. My phone# is [protected] in case you wanna make it up to me which i doubt. BBB here i come

a representative i talked too by the name of mandy or mindy i talked to her and she said i had to pay the 64 dollars and then it would go back to 40 dollar plan and it was in the negative then i talked to some guy he was able to do a claim to refund me my money she didn't know what she was doing i want her fired i didn't get a survey if i had one i would rate her at at a 0 for her lck of not knowing to do her job i told her it was in the negative and she said i had to pay it i am so outraged