Metro by T-Mobile

On 7/27/19 I went to Metro PCS located at 1015 Martin Luther King Jr. Blvd Los Angeles CA 90037 to make a payment for a deductible to get a new phone. I presented the cashier (Edgar) with the document from Assurance wireless with the deductible number and all information the representative may need. Edgar said ok, and started to process the payment. He charged me $59.00. I thought the $9 was just a convenience fee. I waited a few days for the confirmation email from the insurance company stating that they received the payment. Nothing came. I went back up to Metro PCS (same address as above) and followed up on what happen. I was informed that the cashier who handled my transaction (Edgar) placed the funds on the phone account and not the insurance account even though I specifically stated and showed him I was paying a deductible. I provided them with the receipt and any information they needed. The customer service representative informed me there was nothing they could do and the manager (Mr. Kim) was not in until tomorrow morning. I then contacted Metro PCS customer service on the phone. The representative stated he would submit for a check to be refunded to me in the amount of $50, he would cancel the convenience fee $3, and $6 dollars would be credited to the account. He stated that my check would be mailed to me within 5 business days and to refile the claim with Assurance, since they cancelled the last claim. The check never came. On 8/16/19 I contacted MetroPCS customer services to see what was going on with the account. The representative informed me that 2 weeks ago when they process the refund, the check had failed meaning that they denied the refund. No one contacted me to inform me of this until I called 8/16/19. The representative asked me to go to the store I made the payment, so as we were on the phone, I drove to the store which is 5 minutes away from me. I got to the store and the representative in the store and the representative on the phone could not work together to resolve my issue. The manager was still not at the store. I then asked the phone representative to speak to a supervisor. The representative kept telling me over and over that there was not a supervisor available, they are in a meeting. I informed the representative that I would wait. Finally, I got "Supervisor" Christian #908505 on the line. First he tried to tell me that the bill was not paid and the money would go to that. I told him that was not true. He then went over all of the past transactions and cleared up his false statement. The next payment isn't scheduled till August 28th. Then Christian#908505 informed me that the next steps were for me to call Assurance Insurance back and tell them about the mistake MetroPCS made and see if they would take the money from the MetroPCS account and add it to the insurance account. I've already contacted Assurance twice already going off what MetroPCS is telling me. I asked Christian#908505, since it was the fault of the representative, why couldn't MetroPCS contact Assurance and inform them because it would be better coming directly from the company. Christian claimed that MetroPCS could not make any outside phone calls. Christian#908505 then informed me of another option of escalating the situation. I asked exactly what escalating the situation means. He stated contacting the corporate office to have them resolve the issue. Christian#908505 again claimed he could not call out from MetroPCS and the corporate office only offers a PO Box. I called a number online listed for corporate and they informed me that I would have to go into the corporate office and speak to someone directly. Christian #908505 stated "well if that's what you have to do, I can call from here", and I responded that "the closest office he gave me was in Tustin (2hours away from me)". I asked Christian#908505 specifically 3 times "Are you telling me that if there is an issue beyond your control, you cannot get in contact with the corporate office?" He asked me to hold briefly and then got back on the line informing me he was about to call the corporate office. Christian #908505 informed me he was on the phone with someone and he wanted me to speak to them after he was done confirming some things. I waited on hold and all of a sudden a MetroPCS survey came on the line asking me about my customer service call I just had. So not only was I on hold for 2 hours, I did not get a resolution because they ended my call. I called back and spoke to another representative (Sharel #502256) who could not get Christian #908505 back on the line even though I provided his ID number. Sharel #502256 asked me what the issue was so I had to explain everything all over again for the 3rd time today. She tried to tell me they would credit the account but I informed her I do not need a credit, I need the new phone. Sharel #502256 then tried to throw the same thing in my face about a bill being do. I explained to her to look at the records and she will see that the bill was paid and next date billed is August 28th. Sharel #502256 stated she was following up with an account specialist to make sure she didn't get anything wrong. Sharel #502256 saw the bill was paid and next payment date would be August 28th. Sharel #502256 then told me all she could do is submit for the check again. I asked since I was not informed about the last failed check, how would I find out if this check request goes through. Sharel #502256 stated she would contact me back on the alternate number I provided. She also informed me I could call back for status 2 days later ConID#[protected] which will be on 8/18/19. Sharel #502256 stated that it is not a guarantee that this check would go through either. So I still have to wait for a resolution although I have been waiting since July 27th.

I have been dealing with this since July 27, 2019. This has taken time out of my day that I have to work, to spend hours on the phone and gas to drive back and forth to the store. I'm extremely frustrated that just because they think the bill hasn't been paid they can make that an excuse of not giving me a refund. Christian #908505 made every excuse to tell me they could not make any outside calls, but all of a sudden, Christian #908505 can call the corporate office and the MetroPCS store I went to and Sharel #502256 can contact me back on my alternate number. They send texts and postal mail about Metro deal, plans, and bill due, so why can't they not inform their customers if claims they file are not processed or failed. Sharel #502256 provided all the great customer service she could. I don't like the fact that Christian #908505 kept lying to me about things and hung up on me. I would like the new phone that I initially paid the $50 for, an apology for all the lies Christian spewed out, and a credit on my account for how much time I've spent trying to get this fixed. Also MetroPCS needs to come up with a better policy.