Metro by T-Mobile
reviews and complaints

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.

this problem was with my phone I pay for [protected] called Metropc about it and a problem this many time was told to go to miller rd flint mi corp. office to resovle issue went and wipe my phone x2 at another location unable to recover emails documents immigration paper work and work visa and other important things other phones and emails as will with other providers and computers

I want to say this is the worst service I've ever had... I've had service for three years no complaints until this last year when theytook our other store away these people are so [censored]ing slow they don't bother helping people that just want to pay their bill and get the [censored] out of there I'm changing service due to this... unless you can change my mind

My complaint is about how my daughters' phone black screened and her friend gave her one of he old phones because we couldn't get her a new one... We call metro and tried to switch her service over but they said they couldn't find her sim card so it had probably expired, so we went and bought her a new one at metro and tried again at the store but they tried to sell us on getting her a new one because the one her gave her is old but we had to decline. They seen the phone and everything but didn't tell us or ask if the phone was unlocked that would be the only way she would receive service this has happened in 2 months. Why so long because I work 6 days a week and my child is sickly. I finally had time to call and they only gave me one credit of $20 because their wasn't an online complaint. MetroPcs get it together

I called this local store 2 days ago and verified with them that your "special deal" for October where new customers could get 2 lines ported in, receive 2 - Samsung A20 phones for $80/month. They confirmed this special was good through October 31. But here it is October 30 and I see where you have changed the deal already and it's now $90/month! You better get your local stores in line with what is going on and tell them to quit lying to potential customers. As it is since I was lied to, you have lost 2 new customers!

I paid my bill, and an hr later the automatic payment went thru, again, so I asked them to refund the second payment.

First they didn't want to refund me, saying it's now 'credit'. I explained I cannot do that, just so happened that I was broke, so they needed to refund me, they said OK, supervisor has to approve it etc, then they sent me a text it was all approved, and case is closed.

It's now Oct 24th, so I called again to ask what happened to the refund.
First, I called again on the 19th, then they told me '3 to 5 days'. Why they didn't say that at first, I don't know.
Today, I talked to a few ppl. One was #George, absolutely incompetent. I am telling him it's a refund to the bank, but he is asking the bank if they see the 'insufficient funds' notice he sees at his end?' Uuummmm, does he know he is supposed to send money to me, not me to him? Of course she said '? No?, wondering what on earth he is talking about?'
No, my refund is not there. George says there us nothing he can do, that the case is 'closed'.
Before this, the guy I talked to before said I called on the 19th, and hasn't been 5 business days, but I had called on the 15th. I called back w proof and case number, and ran into George. Who seemed very lost and couldn't help at all.

Finally I asked for supervisor and #Esther checked on my case and found out from the financial department that it takes 8 Business Days!

So they took away my last $44, literally! And two weeks later, I still don't have it! Every person I call tells me something else, Esther was the only one reasonable, their customer service ppl are condescending and dismissive. Very poor system. Also, every time I talked to a person there is their damn codes u gotta check, so 4 times during my call I had to check for text messages codes. Ridiculous!

And their forced narrative of 'it's a sunny day and what a wonderful time of day it is, how can we be of service?' is sooo irritating! Who has time to wait for their ppl to go thru their fake scripts to get to the issue, omg, my life is passing me by!

So I am done w them. I canceled my automated payment and am looking at other service providers this month, cause who wants to pay their inability to admit fault or make amends w the situation, instead they treat you like you are crazy.

My phone was stolen in August 2019 my service was suspended and a high security pin number was placed on my phone my phone was confiscated 2 Days later so I went to a store in my city and had the service reinstalled and West giving a new PIN number but high security pin was not taken off now therefore I cannot get into my account and this been going on two months now and my bill has been paid and I have had very rude customer service buy three different stores that they cannot help me to get this pin number off they have tried to get it off in my store here in the city and has fell twice I have beenrudely treated each time that I try to explain my situation about taking this security pin off of my phone so I can get into my account I have been hung up on I have been told all and I have been with this company for 3 years and to be treated like this is unacceptable I would like for someone who can help me remove this pen number my phone number is [protected] looking for someone to assist me from metro PCS