Metro by T-Mobile
Reviews and Complaints

Sent complaint letter to you. You were to respond within 24 hours. That time has passed.
So it's ok with your company to treat people like this?
It was bad enough to be practically thrown out of the store because the clerk wanted to scheme with the woman who, came in after me. She lost her phone and she and the clerk discussed how to game metropcs while he was supposed to be helping me, paying customer. Worst purchasing experience ever. He even had the nerve to say his manager told him to get customers out of the store. Customer can come back later when it's convenient for metro to transfer your data.
At this point, I have to find a different store and beg them to transfer my data. Not their job so I'll see. Now I'm using both phones. This sucks. Metro sucks for lying about responding.
And no, I expect nothing from you at this point.
J M Willoughby
916.912.1293

On June the four, I purchased two LG Aristo phones. Twice I have attempted to take them to the Metro store in Janesville, WI.. I lived about an hour away.
Reasons:
1. Call drops continually
2. No services at time
3. Slow text sending
4. Limited incoming call.
I also called customer services no help. Finally I am upset with the in store customer service rep. Who said, he was the manager, he refused to take the phone back or give me a refund. Any help with this matter is greatly appreciate.

I really don't appreciate the lack of help or support your customer service (*611) agents have I was hung up on 2, told false information 2, oh in hold for 15 minutes to a supervisor who really did not show any help was very condscending. I have been with metro for 3 years and the service basket always been the best, with not receiving calls, buffering, static calls not going through, text malfunction etc and i'm really dissatisfied with the lack of appreciation or understanding for there loyal customers... I plan on terminating3 service after this month.

I'm writing to you because no one that I contacted is trying to help. My husband went to our local metro store. We purchased a buy one get one free zte zmax pro cell about 2 months ago. My cell has been nothing but trouble since he purchased it. I've called the store and customer service many times to no avail. I talked n texted on the cell until one night I put the phone on charge. The next morning o got up n reached for my cell. It was flashing on and off the metro pcs logo n I couldn't turn it on or off. So I decided to take it back to the store on garners ferry rd in columbia, south carolina. That is where we purchased these cells. The girl at the counter asked me what I need and I told her the cell is flashing on and off. She took it to the back room and came back out she said I think I fixed it. I looked at the cell nvtold her no it's not it was still flashing on and off and I can't use it like that. She looked at the cell again and examined it too see if it had n scratched or had been dropped. I told her no it started performing like this on its own. So after awhile she told me that she was going to order me a new cell n I could come back
And pick it up in 3 or 4 days. So I went back on the 4rh or 5th day. My daughter and I pulled up outside the store and we both said this does not look very professional. There was 2 girls sitting outside laughing and talking about something. Right away we felt like we were intruding on their time. We went into the store and I told her I had come to pick up my new cell. She took my info looked it u and said I don't see ur new phone order. When did u come in I told her she said oh you were speaking with the warranty girl. I dont remember the girl telling me she only did warranties. She told me the warranty person was only there at certain times and that she wasn't coming in today. So I asked her when would she be in. She said monday so ok I called customer service to see if they could intercept because by this time I knew I was being jerked around. They were no help so I went back to the store on monday n some person behind the desk told me the person I needed to see was out to lunch. She asked me if I wanted to come back. I told her no, I would wait. So finally I guess after lunch the warranty girl came in. I told her I came to get my new cell. She told me it had came and she had sent it back because she had called me and couldn't reach me. I said why did you try n call me on my cell phone when you already knew it wasn't working? (No answere to that). So I said are you going to reorder it n just have it mailed to me? She said we don't mail out cells. She said that I hadn't paid my cell bill n it would be 80.00 for the two phones before she could give me a new cell. I told her I have no problem paying my cell bill but im not paying a cell bill for a phone that's not working. They r giveing me the run around I know. This was not the first cell phone company that I had dealth with but it is by far the worst customer service that I have ever encountered. It's just the principle of the situation. The first time I went into the store with my broken phone she was very pleasant. I tried to leave my broken phone after she had examined it and she wouldn't take it. I dont know why other companies that I had dealt with would take the old cell phone or tell me to mail it in and they mailed me the new cell. But this company definitely would not. So this is where I am now. Why won't they mail me a new cell phone? I've been to that store numerous times now to no avail. I'm just fed up she could have told me this stuff the firsts time I went in with my broken phone. At this point im irate and I don't want to go into that store again or deal with these people. All I want is my new cell phone and I want it mailed to me. My cell was a piece of trash that they just dumped off on us. I hate being lied to. I want my new cell phone asap and I don't feel like I should have to jump thru hoops to get it. I'm 69 yrs old and I don't have time for this. Signed very irate customers ivory and sheila hood. Our mailing address is 236 gatlin drive, hopkins south carolina 29061

Hello ever since I got metro every month there has been a problem with the internet that I have to go to one of your stores or call customer service recently I got so tired of it I bought an unlimited plan but ever since I got it (three days from when I'm posting this) it freezes, lags out, can't watch videos, and worst of all internet goes incredibly slow and I just want my internet to go at least regular speed I don't want to have to call metro every day to fix this but it is always happening.

I've been a customer with this company for 3yrs, an recently I brought my girl friend over from Verizon to metropcs an within those 3yrs I've lost countless photo's, music, files, ect. Do to my phone whipping my SD card clean. An when I called to see what they could do to fix it or help or just give me a little something cause after losing 3 years worth of irreplaceable memories I was a bit upset as to be expected. An all these clowns did was give me attitude an basically tell me I don't know how to use my phone then tell me there is nothing they can or will do for me. An that to me is unacceptable

My daughter just told me her ex bf managed to somehow change her entire account an put in a new high security password. Your good-for-nothing store & company will not help. So his name is now on her account. How can this be legal? This is ludicrous. I am calling bbb & consumer affairs if this isnt resolved asap... Disgusting how anyone can just manage to steal her account. Hope when the bill comes he will pay it.

I upgrades my phones they are on the same account. While at the metro pcs store no one told me that you are only allowed one rebate per account which they dont tell you when buying the phones. Ok fine I get one rebate. But where is my denial letter. Called rebate customer to find out where it was and because who ever processed my rebate did not put my apartment number on it even though it was on the paper work I submitted I have not received the letter. The customer rep and supervisor both were unable to assits me in getting the letter. Its bad enough I got denied but then I cant even read the letter that explained why. There is always a issues. A simple letter cant be resent. Your workers In the store should be more aware of the rebate rules and customer service should be able to assits better.

I had two lines on my account. The other party went in and wanted to make a payment .They had to call me for me to give the sales person my high security password because this person was not allowed to have it, and only allowed to pay on the bill.When the metro pcs sales person got on the phone I asked her was I on speaker phone she stated that I was not. I then explained to her that this person was not to make any changes on this account except pay the bill. I asked her did she understand she stated that she did. Not only did this woman allow the person to remove the line which was in my name she also gave them my high security password. When I found out that what she had done I contacted her at the store and asked her did she remember speaking with me, she stated that yes she did and I asked her why did she make unauthorized changes to my account she then stated that because the other party insisted on the change. I then asked her did she not remember me telling her that nothing was to be done to this account except paying the bill like I had instructed. She stated that yes she did remember this. I then told her she had no right to make any changes with that account being in my name .I asked for the owners number and she stated that she could not provide that. I asked for corps number. This woman did something she was not supposed to do because she felt like it and because the other person insisted on it. She needs to either be retrained at her job or let go because what she did was completely out of line. This incident happened on 5/3/17 at 1407 NW broad St ste a murfreesboro TN 37129 merchant id [protected] operator id [protected].

I want to file a complaint! I went to activate my phone yesterday and got CHEATED!
The guy told me in order to active my phone it will be $69, so I said no problem. He then asked me to see my phone. I handed it to him & he said "This phone has no sim card!" I told him thats impossible. He kept trying to convince me that there was no sim card in the phone.
He then said in order to active the phone I'd have to give him $40 for a sim card plus $69 to activate it! I told him no, that I was for sure there was a sim card in the phone when I left the house. Still he tried to convience me that there was no sim card. He then said "Okay $5 for the sim card." so I gave him $75.
He activated my phone, when I walked out of the store I saw that he put me on the $30 a month plan. I went back & told him I wanted to be on the $60 a month plan, he told me that would be $40 more dollors. He said to be on a $60 a month plan it cost $100. I've never in my life paid $100 to be on a $60 a month plan.
He argued with me that the $30 a month plan was as good as the $60, that I was still getting high speed internet, talk & text. I told him no, it's different. But he would not back down, he kept firm saying the $30 was like the $60 a month plan. He said to me "If you want to be on a $60 plan go home & get some more money!" I told him "I want my money back." He said " No. If I give you your money back I will get in trouble with my boss for short changing the drawer." I then walked out. I went to another Metro pcs store & explained what happened, the worker there said "He cheated you for sure. You gave him the exact amount to be on the $60 a month plan & he stole your money." I got home & saw that he had given me a different sim card, it was not my sim card that I've had for 4 years. This guy took my money, wouldnt give it back & tried to cheat me out of more money. I am beyond pissed! Now I am stuck with the $30 a month plan with a slow 2gb until next month

My phone has been inactive on your network for almost 24hrs ago, I had not issues with my phone . I paid my monthly bill on the 29th and my hotspot I didn't have so I called in on yesterday 4/30/17 and spoke with a lady who stated that my hotspot have not been reset since I paid my monthly bill so she gave me 2gbs. Then once we got off the phone 15mins later I got a text msg saying that I had used my HOTSPOT and I had just got it. So I then called back in spoke with a man, im explain to him what happen and he is not understanding and all of sudden the call disconnected . I then called back in and it said my phone is inactive on the network so i then spoke with the 3rd person who was a lady I told her what went on and how my call was disconnected after speaking to the last man and she said that he did a troubleshooting to where my phone will go inactive for 30mins and everything would be reset, so I asked her why would he do that and not tell me and I had told him I was working from home and needed my hotspot . she did some troubleshooting with me and it still didn't work so she sent me to a Supervisor who was in California and as a Man he as well did some troubleshooting and stated for me to try restarting my phone and make a call and he will call me back in 8 mins. well I never got a call back and so I called in again and spoke with another man who tried troubleshooting nothing worked so I ask to speak with a supervisor and that was a man as well, which is now the 5 person I have spoken too. He was rude and did nothing but said he will disconnect the services and then reconnect them and that didn't work he then told me to put him on hold and try calling someone but it said unable to switch calls so he then said he was going to place me on hold and try calling me but that didn't work either so he said he will put in a report and it will take 5 business days that my phone will be like this and I told him no that cant happen because im working and I need my phone as well . so I called back in and spoke with the 6th person who was a lady we as well did troubleshooting with setting the access point names and once we was done with that the lady said wait 30mins and restart your phone and everything should work did that fell asleep and woke up this morning and same issue no phone not internet or hotspot so I called back in and spoke to the 7th man and he telling me that I switched my phone yesterday to the new coolpad is why my service is showing active on they side but not working on my phone and im like how because I still have the same ugly coolpad phone that I've had for months and he like well the notes on your account said you switch to a new phone yesterday .I told him someone is lying I still have the same ugly broken screen phone nothing was wrong with my phone before the second person did what he did to put my phone in inactive . No one can fix it ive been giving the run around . And ive never heard of this type of bs I need my phone ive missed important emergency call from my sister that needed me because her son had a seizure and she couldn't contact me . And as of now I still cannot use my phone

The date of the incident was 4/26/17, client number is LSERRANO0513. I went to the Metro PCS store to pay my bill like i do every single month. The lady that was working there was the only one there at the time of this incident. I told her i wanted to pay my bill, she asked for the phone number etc, and she asked me if i had a hard screen or protective screen on my phone, i said i believe so anyways she asked if she could take off my case to see if i had one on there i said sure. After she looked at the phone and then gave me my phone back she finally finished the transaction. I asked her a question about my phone which is an IPHONE and she said she didn't know anything about those phones (the one i have) and then she proceeded to go on her phone when i was still waiting to ask another question. I guess her phone was more important then a customer.

In February I visited this store looking to insurance out my daughters broken phone. As we waited she was browsing the iPhone section. A young male approached engaging on our needs as he tells us of the promotion with the IPhone. We have considered it for awhile and we would be paying next to nothing after the rebate which would take 5-7 wks. As he is checking us out and waiting to setup her phone he begins up selling me on the same phone. He informed me both would qualify and helped me fill out the forms. It is now April and I go to follow up on the where abouts of the rebates. Come to find out the validation process can take 2 months than go to what they call receive it from there it takes 12wks adding on 10-14 days to deny or accept it. Mine was first received on 3/3 and entered in on 3/10. The first rep told me he sees both and it would take 8wks to receive my rebates but to include the 10 to 14 days to deny. I escalated to the supervisor agent 19364 Joe in MN who stated it takes 12wks from the date received I would have my rebates no later than June 1st. Which is the max time frame. I asked him to verify they received both rebates he confirmed they did and in the same envelope. I asked why I was given the misinformation by two other people in the company. Only response is he will follow up later with his rep. I asked why it takes so long to process from the date I mailed which was 2/13. He told me they are a big company who deal with other companies besides metropcs. He did provide me the customer formal complaint # of [protected]. As I was filing the customer complaint they asked me for the address so I used google. I began reading the review left 2wks ago. I was alarmed to find out he was denied one of his rebates due to one per person per household. Frantically I began asking the agent for answers which he was unable to locate. He again provided the rebate number of [protected]. I spoke with agent 20749 Caesar who confirmed my fear of what I read was right. Only one per household I was appalled that the two previous rebate reps stated nothing of the sorts but I would receive my rebates. Caesar began telling if I resubmit my 2nd rebate with a different address by May I would get the second. I was escalated again to supervisor agent 19727 Eli who confirmed this nightmare was true I would be denied. As well as the information provided by Caesar was incorrect and wrong. Your added phones are tied to each other even if I tried to submit with another address I would be denied. So I call the store speak with the store manager who apologized and explained it's one rebate per household. The only explanation was he was a new agent and it was not intentional. So disappointed with the lack of communication on rebates. Will never do it again I have spent my entire day off with MetroPCS. 7hrs to be exact. Worst experience ever...! In the end I still lose and am defeated. Integrity is everything and the lack of training is present in both companies.

The store address is 5405 S Texas Ave Orlando FL 32839
Phone # [protected]

April 7th, 2017. Acct: Warren Steven Grissom. Purchased a new handset (fliptop) and wanted my same number [protected]. And I was assured so. They added a new number without permissionor prompting and kept my original number/voicemail that didn't match the new handset's changed number which was not [protected]. Due to a medical emergency paperwork and my thought patterns are askew. Constant questions to get into the account; I did not want into the account, I only wanted them to correct their mistake.
$27.00 was machine paid for April @ MetroPCS 3700 S. La Brea, LA at 4:45 pm, Apr 7, store. Every last member of the staff were rude. Two other customers were treated the same and sidelined with a 'take it or lump it' attitude. Unless they were paying, upgrading or accounting for themselves the staff had no answers. As I've medical problems, this is genuinely life threatening.

I have had the worst experience with this company that I have ever (in regards to dealing with unsatisfactory service; that is)

I opened/reactivated two phone lines under an account in my name (one was for my daughter; it was in my ex-husband's name). Of course they need a pin number to access the account to transfer that number, correct? I get the number and reactivate the service on the first line.
Keep in mind that the agent at Metro has informed me that paying to reactivate the number with her over the phone or online with this cell number would be completely fine ; that she would just add both of those lines to one account (that being mine).

I decide to get off the phone and reactivate both of my lines over the Internet. My second line is now reactivated but my first line never comes on. It is still disconnected. What she fails to tell me is that the other line that didn't get reactivated has already been completely disconnected! Meaning; this phone number has been assigned to someone else! I literally just paid 30$ to a complete stranger's account! I get back on the phone and she procedes to tell me that it is MY fault; that she can't do anything for me!

I hang up the phone and get another agent on the line. He tells me that he can help by putting in a request for the payment to be transferred to my account. Service is activated and all is going ok until the next day. BOTH of my lines are disconnected and the agent says he can't find any payment stating that I have paid for these services. The money is pending in my bank account at this time and he puts in another request for payment to be transferred.

This same scenario has gone on every, single, day since March 23rd. The phones are cut off every day with them claiming I never paid! At this time, both payments have cleared the bank.

I just got back from out of town and I will be heading up to the Metropcs Store here in town. I have had the worst experience with customer service with these people in my life! Everyday from the 23rd has been a different story from a different agent; only to jerk me around. Metropcs has taken 60$ of my money and will NOT reactivate the service. It states plainly on the bank statement the dates, times, and Metropcs.

I will never deal with these people again after I settle this horrible problem !

Want to make a complaint about your metropcs rep (robert banks) at your metropcs store at 4731 apex highway 55, durham nc 27713. metropcs store# [protected] * the rep was rude and refused to provide me a receipt as he was trying to steal the money and sold me 2 improper and wrong accessories to my phone. when I complained, the rep (robert banks) became rude, went to his car and retrieved a bag, shut the door to the store, turned the music all the way loud, as I proceeded to call the durham police department. the police department showed up, and the rep then decided to produce to me receipt but refused to give me back the money for 2 wrong items that he was attempting to sell me for my phones. the accessories he was selling me was not for me phone and I complained all thru thru process, but the rep was constantly deceptive saying the device act improperly and after a few minutes that the device will be good to go. but all of this attempt was a lie by the metropcs rep (robert banks.) he threatened me several times, and seems like he was implying that he had retrieved a weapon inside a bag in his car. he then shut the door to the store while I was on the phone with the durham police department. the police told me to file a complaint with metropcs. I need someone at customer service for metropcs to immediately look at this situation at the store, because his action seems like a routine norm of bring rude to and threatening customers. complaint by retail customer hans: my contact number 202.725.3525 * I came into the store to buy some accessories, and paid cash that the rep was trying to keep for himself, and initially refused to produce a receipt. and after calling the police, he produced a receipt but the accessories offered where for the wrong phones. receipt #869613 on 4/4/17. store: metropcs store at 4731 apex highway 55, durham nc 27713. metropcs store# [protected]

I walked in to this store and there was a lady working there alone and 2 customers she was taking care of them had issues with there new phones and she was not able to fix their problem. Told them to come back tomorrow. They both left very unhappy. I was next and told her I need it to put a claim for my phone that was damage by water but I need a replacement phone. She said no problem go down to the main office in Fort Myers and 41 and they will put the claim in and give you a new phone. I went all the way to Fort Myers office and waited for my turn about 20 minutes and then to find out all I had to do is called Metro claims dept and they will overnight the phone next day.
She made me waist about 2 hours of my work time to take care of nothing.
I think if she is a new employee and does not know what she is doing she should not be left alone giving out wrong information.

I have been with metropcs for years. I recently got a new mastercard and the site will no longer accept my card. Been on the phone with *very* incompetent reps/even supervisors! that assured me that my card just needed to be "cleared" and it would happen in a few days. I have two jobs and am in school- so being on the phone every week has been incredibly difficult. Again, Im assured my card is cleared- and yet- still not taking payments and its been about 6 months. On the phone currently with a rep and just railed them for even attempting to charge me the 3$ fee to take payment. this company is not worth the hassle.

I went into the metro pcs store the other day to pay my bill. I was not told of any new charges or add one. When I got home the next day and looked through my receipts I find I was charge a $3.00 conveneance fee. Now everything I've read on line say it's a charge for the privilege of paying your bill with a credit card. But you they must tell you in advance. Now I wasn't told, not was I paying with a credit card. I paid cash. I still have receipt and every time I look at it a swear I get madder than the last time. I can't get them to respond to me . Maybe you'll have better luck.

I was also offered mail in rebate and filled out all the paperwork and scanned it and uploaded to their website. Got email confirmation that they received and I could track my rebate. Day later they sent me email saying my IMEI number was wrong. Well I thought maybe the girl in store wrote down wrong number so I checked it to my cell phone box and everything is correct. I have tried to call them and was on hold for 40+ minutes both times and then thought I would do live chat and it said it was not working at this time. Tried several times and was never working. I have now emailed them and waiting to hear back. I did call MetroPCS customer support line and told the girl on phone the issues I was having and she said not sure what was going on, she also tried to call them and held over an hour. She did give me the corporate office address which was a PO box and she suggested writing them a letter. I told her I thought this was a total scam. I started doing research about MetroPCS rebates and was surprised what I found...They have been having these rebate issues since 2013. I was reading complaint from man that had one in 2013 and then found another one in 2015. And now in 2017 again how can this company get away with doing this. They need to be stopped from doing this to customers, it is against the law too. Just can't believe they get away with this I am waiting for the class action lawsuit to happen.