Metro By T-Mobile Reviews (%countItem)
Metro By T-Mobile Rating
Address: 12920 SE 38th St, Bellevue, Washington, United States, 98006-1350
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I am writing on behalf of my 80 yr old mother. On 7/19/2020 my mother went into 1568 N Main St Salinas (Metro) as her phone wasn't charging. The young man inside tells her her PHONE is the issue and sells her a NEW phone, he offers her a FREE phone case as she is alarmed at the price of the new phone. He puts on the new case and suddenly gets busy. He tells her to come back later and he could "set-up" the new phone. My 80 yr old mother now has a phone thats has NO contacts, NOTHING. She goes back 3 times and the line is out the door due to covid spacing. Each time she poked her head in, and the young man asks her to come back later. She goes home and pulls out her old phone book and tries calling me, and several other ppl. (not knowing she could turn on the old phone and see her contacts)
My mother calls me that day, very upset. I couldn't hear her very well, and she says the phone doesn't work, and that she needs my help taking it back. I let her know I can go with her to Metro on 7/22 at 10am when the store opens. We go in at 10am on 7/22. The young man is there with 2 other workers.They try out the phone, calling eachother. They can't hear each other. They later determined the case given to my mom, covers the microphone. I let them know, the old phone is WORKING, my mom just needed a new charger and that we didn't want the phone. The say it is not returnable, and to come back in 3 months for an upgrade. They log into the call history and say my mother racked up over 2 hrs of calls, so the phone ours, no refund. I ask if they can turn on the old phone, and that I would take up the phone at another time. The one young lady, rudely says OUR SYSTEM IS DOWN, call the 888#. I go to my car with my mom, we call the 888# and are charged $20 to turn on the old phone. The person says it will take up to 30 min to reactivate. It's now 24 hrs later and it's still not activated. I've spent all morning on the phone with Metro, 3 dif ppl, all working from home, with kids etc could be heard.Unprofessional
Product_Or_Service: Samsung //Metro
Account_Number:
To Whom It May Concern:Metro
by T-Mobile is in receipt of your correspondence dated July 25, 2020,
regarding the above-referenced account.Metro
by T-Mobile regrets to hear of Ms. account concerns regarding her
mother Ms.’s retail experience. Metro by T-Mobile records indicate that
the account currently shows that the customer has one line of service and
recently upgraded to a Samsung A11 on July 19, 2020. During the upgrade a Device Change Fee of
$22.61 was assessed. It should be noted, this fee is for a new SIM card, and
can be avoided if updating a new device over the phone when dialing 611 and
using our IVR or online by going to MyMetro.com or the MyMetro App.On July 22, 2020, Metro by T-Mobile records have
confirmed that another Device Change fee of $22.61 was assessed as the device
was again changed. However, on July 22,
2020, both fees totaling of $45.22 had been credited back to the account. Please be assured Metro by T-Mobile takes
allegations of employee misconduct very seriously. We make every effort to be professional and
courteous to our customers. We apologize
if any Metro by T-Mobile employee failed in any way to display that during the
recent visit to our retail location. During
our conversation with Ms., Metro by T-Mobile explained the above and has
added an additional credit to the account totaling $45.00, leaving the account
balance of $5.00 due on September 3, 2020. Ms. accepted this as a
resolution.Based on the foregoing, we respectfully
request that this complaint against Metro by T-Mobile be closed.Customers
may contact Customer Care by dialing 611 from their handsets or by dialing 1
(888) 863-8768. If you have any questions, please do not
hesitate to contact our office at the address listed below or toll free at
***.Very truly yours,METRO BY T-MOBILE*** Executive Response
I purchased a phone and plan on 6 /21/2020.On or about Saturday 07/25/20 the phone turned off while I was using it. I have never dropped the phone or gotten it wet or misused it in any way. On 7)25)20, I spoke with Ashley at 2017 Hwy 146 Liberty, Texas, a certified seller of Metro PCS. Ashley said I was out of my money concerning my phone and $30 phone plan. She was not helpful in resolving my issue and she tried to sell me a phone which costs $159.99 plus activation and "appropriate" taxes. My initial investment was already over $120.00 . A waste of time and money.
I wish to simply replace a phone that did not last over a month. Ashley would not lift a finger to help me.
Account_Number:
August 18, 2020
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: ***
Your File No. ***
Metro by T-Mobile Account No: xxxxx***
To Whom It May Concern:
Metro by T-Mobile is in receipt of your correspondence dated August 10, 2020, regarding the above-referenced account.
Metro by T-Mobile regrets any concerns Mr. experienced with his handset. Metro by T-Mobile records reflect on June 22, 2020, Mr. purchased a new handset for his line ending in ***. Please note, Metro by T-Mobile offers our MetroPROMISE for all new customers. Any new Metro by T-Mobile customer who is dissatisfied with their new phone or service may return their new phone for a full refund, if the following criteria is met:
• The phone must be returned within seven-days of purchase with less than one hour of talk time for a full refund.
• The phone must be returned in “like new condition” and contain all original packaging and accessories.
• The phone must be returned to the original place of purchase with accompanying phone and service payment receipts.
• Return Policy is for new account activations only and applies to new equipment purchased from Metro by T-Mobile, its authorized dealers and metropcs.com.
The MetroPROMISE is available at https://www.metrobyt-mobile.com/why/MetroPROMISE.html for further review. Please note existing customers who upgrade with Metro by T-Mobile are subject to the National Retail store return policies. Please be advised Mr.’ handset is covered by the warranty for one year from June 22, 2020. Metro by T-Mobile’s warranty options, are posted in stores and found at www.metrobyt-mobile.com which explains there is a $15.00 warranty replacement fee when processing an exchange.
On July 25, 2020, Mr. visited our National Retail authorize dealer with handset problems. At this time Metro by T-Mobile determined Mr.’ handset did not meet the requirements for a warranty replacement as the handset was broken and this is why it was recommended Mr. purchase a new handset.
Upon speaking with Mr. on August 10, 2020, Metro by T-Mobile advised Mr. of the limited warranty guidelines and why his handset was not replaced at the National Retail authorize dealer. Mr. indicated his handset does not have any liquid or physical damage. Metro by T-Mobile has recommended Mr. visit a different Metro by T-Mobile National Retail authorize dealer to have a second opinion on the handset’s condition. When Metro by T-Mobile informed Mr. of the warranty exchange fee, if the exchange was approved, Mr. declined the option to replace his handset and disconnected the call. Please note if Mr. wishes to get a second opinion if his handset is covered under the limited warranty guidelines, he may visit any Metro by to National Retail authorize dealer. Metro by T-Mobile regrets any inconvenience to Mr., and we appreciate his business.
Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.
Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at 425-689-***.
Very truly yours,
METRO BY T-MOBILE
Juan B
Executive Response
Complaint: ***
I am rejecting this response because:
Sincerely,
The response given by Metro PCS is a waste of time and money. They "ran out " of the lower price phones at just the right time. It is a scan and they do not offer a realistic solution to the problem
I am very upset I put in a request for a replacement phone June 16 2020 even though this new phone I had just recently bought and it has a known Samsung issue with the camera I have to get a refurbished phone. So I do Samsung chat to try to resolve it , go into the store where the lady takes two hours trying to resolve the issue while I stand inside during the pandemic and let other people get there problems resolved while they come in I told her I have to get to work and she puts in the request I pay $15 and should have it 7-14 business days. I waitand still no phone it's now JULY 23,2020 and I still don't have the new phone or an employee that cares enough to get this issue resolved.
Account_Number:
August 19, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: ***Your File No. *** Metro by T-Mobile Account No: *** To Whom It May Concern:Metro by T-Mobile is in receipt of your correspondence dated July 24, 2020, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms., which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. Metro by T-Mobile regrets any difficulties Ms. experienced with the replacement of her Samsung A20 device. It is important to note that the following Metro by T-Mobile’s Warranty Options, posted in stores and found at www.metrobyt-mobile.com, describe the Company’s limited warranty options and states: What do I do if I need to exchange my phone under warranty?If you need to exchange your cell phone and it is covered under our warranty policy, please visit a Metro by T-Mobile store or an authorized dealer. Use our store locator to find the nearest repair/exchange center. Not all warranty options available at all locations. Warranty exchange fees are subject to change. All warranty options exclude exchanged phones that show signs of outside physical or liquid damage or that are no longer within the manufacturer’s warranty. Metro by T-Mobile warranty replacement phones are not guaranteed to be new nor are you guaranteed to receive the same model or the same color. If the exact model is not available, replacement will be of like kind and quality. Color, features and accessory compatibility are not guaranteed. Warranty Option: Free in-store exchange within 30 days of purchase:If the cell phone doesn't work properly when you receive it or stops functioning for a reason covered by the warranty, you may return it for a free warranty exchange. Just bring your cell phone to a MetroPCS store or authorized dealer and if the problem is deemed to be in warranty, an exchange will be made. If the store doesn't have the same phone in stock, an exchange by mail will be made, which can take up to three days.Warranty Option: $30 in-store replacement:If you experience problems with the cell phone after 30 days and it's still under warranty (up to one year after purchase date), you may return it for a like-for-like warranty replacement. Just bring your cell phone to a Metro by T-Mobile store or select authorized dealers and if the problem is deemed to be in warranty, you will be given a replacement. Warranty Option: $15 exchangeIf you experience problems with the cell phone after 30 days and it's still under warranty (up to one year after purchase date), you may return it for a like-for-like warranty exchange. Just bring your cell phone to a Metro by T-Mobile store or select authorized dealers and if the problem is deemed to be in warranty, a replacement phone will be ordered for you, which can take up to three days. When the replacement phone arrives at the store, it will be held for you to come back to the store and make the exchange. Warranty Option: Contact the manufacturerAlso, customers can contact the cell phone manufacturer directly to arrange for a warranty exchange. Do not ship the mobile phone to Metro by T-Mobile. This will delay the exchange process.Our records confirm that on August 8, 2020, Ms. contacted Customer Service as the replacement device that she received was not working, at which time Customer Service applied an account credit of $15.00 equal to the warranty exchange fee that is required to be paid to process an exchange for the Samsung A20. Finally, on August 17, 2020, the wireless line ending in *** updated the handset to a Moto G Stylus 128 GB device. As Metro by T-Mobile has not been able to speak with Ms. regarding her concerns, she may contact me directly at the number provided below should she need further assistance. T-Mobile regrets any inconvenience to Ms. regarding this matter. Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at (425) 689-***. Very truly yours,METRO BY T-MOBILEAmor MExecutive Response
My phone has had the ability to share its internet to my other devices since the day I got it when the company was still Metro PCS. Now suddenly after they removed the free data plan given for COVID-19, they have disabled my ability to use the USB tethering of my internet. As a feature I've been actively using they are now saying I have to upgrade to another plan (second time they've done this since the beginning of 2020) in order to use a feature I've been using without upgrading for over 2 years.
I want my USB tethering, which was always a feature that functioned on my device to be restored as it was prior to them changing over the data plan for COVID-19. They claim they didn't change my plan but now I am being told that I was "lucky" that it worked when it had always been a feature of the phone and was a selling point when I bought the phone from Metro PCS prior to the T-Mobile purchase.
Since T-Mobile has taken over they have progressively removed features from my device and I want them restored to their proper working order.
Product_Or_Service: LG /LGMP450/
Account_Number:
August 18, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: ***Your File No. *** Metro by T-Mobile Account No: xxxxx***To Whom It May Concern:Metro by T-Mobile is in receipt of your correspondence dated July 24, 2020, regarding the above-referenced account. Metro by T-Mobile is pleased to inform you upon speaking with Mr., he confirmed his concern has been resolved to his satisfaction.Metro by T-Mobile regrets any service concerns Mr. has regarding the account and we appreciate the opportunity to address his concerns. On March 28, 2018, Mr. activated the account with the mobile number ending in *** and subscribed to the TTD2GB30 rate plan at a cost of $30.00 per month which includes unlimited minutes, unlimited messages, and 2GBs of highspeed data, plus Smartphone Mobile HotSpot (SMHS). On plans lower than $60.00 per month that offer SHMS, the SMHS uses phone's allotted high-speed data. Please note Metro by T-Mobile no longer offers the rate plan mentioned above as it is a grandfathered rate plan.On February 27, 2020, Mr. subscribed to the 4010GLTE rate plan at a cost of $40.00 per month which includes unlimited minutes, unlimited messages, and 10GBs of highspeed data. Please note this rate plan does not include any SMHS, but 2GBs of SMHS can be added at a cost of $5.00 per month. Mr. contacted Metro by T-Mobile’s Customer Care to request a rate plan change to the TTD2GB30 rate plan but as it is no longer an active rate plan, Mr.’s request was respectfully declined.Nevertheless, to amicably resolve Mr.’s concerns, on August 10, 2020, Metro by T-Mobile placed Mr.’s account on the TTD2GB30 rate plan and currently has balance due of $24.00 by August 27, 2020. Should Mr. have any questions regarding this matter, or the information provided, he may contact our office at the number listed below. Metro by T-Mobile regrets any inconvenience to Mr..Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at 425-689-3494.Very truly yours,METRO BY T-MOBILECarlos TExecutive Response
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Metropcs Is requesting that a code be sent to my phone to access my account, that's fine. In this case my phone was lost/stolen and they are telling me that in order to access my account they need to send me the code. This is not possible at the moment because the stores are closed and I am not near a store. They said the only way to make any changes to my account is to do it in store. This is a terrible policy. I hope something could be done about this.
August 5, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: ***Your File No. *** Metro by T-Mobile Account No: xxxxx***To Whom It May Concern:Metro by T-Mobile is in receipt of your correspondence dated July 27, 2020, regarding the above-referenced account. Metro by T-Mobile is pleased to report to your office that upon speaking with Mr., we have been able to resolve his concerns to his satisfaction.Metro by T-Mobile regrets any concerns Mr. experienced regarding his ability to manage his account. Please be advised that in order to make account changes, Metro by T-Mobile verification policies indicate that a One Time PIN must be validated, which is sent to the mobile number. If customers are unable to verify the PIN, Metro by T-Mobile requests that customers visit a Metro by T-Mobile store to present valid identification to regain account access. Stores are operating on limited hours of operation, however can be located on www.MetrobyT-Mobile.com for contact details. Customers can also manage certain account functions such as manage plans, review usage, and more through the MyMetro application or via www.MetrobyT-Mobile.com. On July 28, 2020, Metro by T-Mobile contacted Mr. and thanked him for his feedback to help enhance verification processes. Mr.’s account was suspended upon verification of account details to avoid any unauthorized usage and provided details on how to obtain a replacement device. Pursuant to our conversation, Mr. considers the matter resolved and had no further concerns. Metro by T-Mobile regrets any inconvenience to Mr., and we appreciate his business.Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at ***.Very truly yours,METRO BY T-MOBILEAdrianne FExecutive Response
I went in to buy a new phone. Transferred a number over. Was never told that I could not return the phone nor is it on my receipt. I realize the phone I bought was the wrong iPhone and wanted to return it. I went back to the location on 53rd ave in Bradenton, he told me they don’t do refunds and instructed me that the corporate location on Cortez does. I go to the corporate location and they tell me they do not process returns for them. They also printed me out an example of their receipt that states that only new lines have 7 days to return and my line was not new but since the location that I bought it from did not inform me, technically they should give me my money back. I then go BACK to the original location. The guy refuses to process my return and tells me he is “ready to go” and tells me I need to “stop talking because I’m mad because I lost” and also tells me that I need to come back the next day to “work something out” with the guy that sold it to me. He also told me that I could not get a refund because of their policy. I asked him where is the policy printed because it’s not on my receipt and the original salesman did not relay that info to me and he argued with me and said he can’t do anything and if I didn’t leave he would call police dispatch to have me escorted out. I reiterated to him that it’s only right that I get a refund as I did not even use the phone and my receipt has nothing printed on it about final sales or no refund. He laughed in my face and said he was leaving.
August 7, 2020
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: *** Your File No. *** Metro by T-Mobile Account No: ***
To Whom It May Concern:
Metro by T-Mobile1 is in receipt of your correspondence dated July 27, 2020, regarding the above-referenced account.
Metro by T-Mobile regrets any concerns Mr. may have regarding his recent handset purchase and we appreciate the opportunity to respond. On July 25, 2020, Metro by T-Mobile records confirm Mr. changed his device on the mobile number ending in ***. Please note any handset purchased at an authorized retail store would need to be discussed with the retail store directly. Metro by T-Mobile customers dissatisfied with their new phone or service may return their new phone for a full refund, no questions asked. This is considered the MetroPROMISE and the following criteria must be met to qualify:
• The phone must be returned within 7 days of purchase with less than one hour of talk time for a full refund.
• The phone must be returned in “like new condition” and contain all original packaging and accessories.
• The phone must be returned to the original place of purchase with accompanying phone and service payment receipts.
• Online customers must return the phone to the Online Returns Center per the instructions included in the shipment packaging.
• Return Policy is for new account activations only. Phone upgrades are non-refundable under this policy, but may be covered by a limited manufacturer's warranty, if applicable.
Please note this return policy as well as the terms and conditions were sent via a SMS to the mobile number ending in *** at the time of the purchase and a second time on July 26, 2020. This return policy only applies to new equipment purchased from Metro by T-Mobile, its authorized dealers and metrobytmobile.com.
Metro by T-Mobile has shared Mr.’s feedback with the authorized dealer. On July 26, 2020, Mr. confirmed he attempted to return the Apple iPhone SE2 handset to the store. Metro by T-Mobile advised Mr. of the MetroPROMISE as the handset was an upgrade and not a new handset for a newly activated line, he does not meet the qualifications and is not eligible for a return. Metro by T-Mobile regrets any inconvenience this matter may have caused Mr..
Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.
Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at ***.
Very truly yours,
METRO BY T-MOBILE
Belen L Executive Response
I was having a problem with my previous phone not working. I was told I needed a new phone. I later found out that it was not a problem with the phone but my number. I did not need to change the phone but get a new number. Called the store and was advised they could not refund me or compensate me for some of the cost of the new phone.
August 5, 2020
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: ***
Metro by T-Mobile Account Holder: ***
Your File No. ***
Metro by T-Mobile Account No: ***
To Whom It May Concern:
Metro by T-Mobile is in receipt of your correspondence dated July 26, 2020, regarding the above-referenced account. Please be advised we have confirmed *** and *** are one in the same.
Metro by T-Mobile regrets hearing of Mr.’s concerns regarding his recent purchase. Metro by T-Mobile confirmed on July 24, 2020, Mr. purchased a new handset in store. At that time Mr. reported being unable to receive messages on his current handset. After Mr. purchased the new handset the issue persisted. Metro by T-Mobile confirmed the issue was not with the handset, but with the mobile number. Metro by T-Mobile changed Mr.’s mobile number and waived the fee associated with the change which in turn resolved this issue. Please note, Metro by T-Mobile shows no record of advising Mr. a new device should be purchased to resolve the messaging issue.
Upon speaking with Mr. on July 29, 2020, he was advised the device purchase was non-refundable. As previously mentioned, Metro by T-Mobile shows no record of Mr. being advised a new handset was needed; therefore, we would be unable to compensate him for the amount spent to purchase the new handset. As a one-time courtesy, Metro by T-Mobile offered to credit Mr.’s balance of $48.10. Mr. accepted this as full resolution to his concerns. Metro by T-Mobile appreciates being given the opportunity to review and address Mr.’s concerns regarding this matter.
Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.
Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at 425-689-3476.
Very truly yours,
METRO BY T-MOBILE
Felicia P. Executive Response
Complaint: ***
I am rejecting this response because: This is not an accurate account of what transpired in store. I will repeat my complaint. I went to the store because I could not sent text messages. I could receive in coming messages fine. I was advised by the associate at the store due to my phone being 2.5 years old I needed to upgrade the phone for the applications to run correctly. I only agreed to the purchase of a new phone based on the recommendation of the in-store associate. After the purchase of the new phone and not having had it tested before I left the store the problem persisted. It wasn't until I contacted customer support was I advised it was not my phone it was my phone number. I am a consumer and have no idea how that could effect text messaging capabilities. So it was not that I needed to buy a new phone but just have my phone number changed. I contacted the store and requested some form of compensation for the purchase of a phone that was not needed. I was not looking for a free phone just some type of acknowledgement that a error has been made by Metro by T Mobile. I was later contacted by the company and offered a total credit of $70 which I accepted. I felt this to be fair compensation for the companies error.
I'm not looking for anything more at this time except to clarify what actually originally transpired. I am happy with the compensation offered by the company.
Sincerely
August 26, 2020
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: ***
Metro by T-Mobile Account Holder: ***
Your File No. ***
Metro by T-Mobile Account No: ***
To Whom It May Concern:
Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (“T-Mobile”). As such, T-Mobile provides response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as “T-Mobile”.
T-Mobile is in receipt of your correspondence dated August 21, 2020, regarding the above-referenced account. Please be advised we have made attempts to contact Mr., which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr.’s concerns within this letter.
T-Mobile regrets any concerns Mr. experienced regarding our response to your office. Please be assured T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We regret if there was any misunderstanding or confusion regarding his recent interaction with our office.
T-Mobile is happy to inform you that Mr. has confirmed in his correspondence to your office that his concerns have been resolved. T-Mobile regrets any inconvenience to Mr., and we appreciate his business.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at 425-689-3432.
Very truly yours,
METRO BY T-MOBILE
Juan B.Executive Response
On the 21st of July at 240pm I went to Metropcs store on 4409 13th street St Cloud Florida 34769 to solve an issue with my new phone I bought earlier that month for my girlfriend. The manager, Rafael who sold me the phone brushed my problem off to his associate Fatima and then disappeared to the back room and never came back out, mind you I was there for over an hour. My girlfriends phone is not working properly, it doesn't send or receive text messages and if it does, she doesn't receive them for about an hour to two hours after someone sends her a text, she can't send/receive picture mail and phone calls cannot be completed. She keeps getting a "Messages is sending a large number of SMS messages. Do you want to allow this app to continue sending messages" she clicks allow and the message pops up again. I have called customer service and they have troubleshooted and reset the system but nothing seems to work. Its not the network that is the issue because I have an LG phone under the same plan and it works like a charm. I was told I need to purchase a new phone but this is a new phone and I feel like I shouldn't have to purchase a new phone when I spent close to $300 on this phone almost 3 weeks ago and it is clearly defected. The representatives saw for themselves that the phone just does not work. I am highly upset with the way the manager Rafael and the Metropcs customer service has handled this issue. I am paying $83 for a phone plan and one of the phones doesn't even work. I am basically being robbed by Metropcs. I also went to a corporate Metropcs to file a complaint. I was told I would receive a phone call today July 22nd 2020 but I have not received one phone call from the store or Metropcs. I keep getting the run around and I am beyond upset/frustrated.
Product_Or_Service: Motorola /Moto G Stylus /Unlimited
Account_Number:
August 13, 2020FILED ELECTRONICALLYBureau
Service Revdex.com of Alaska,
Oregon, & Western Washington1000
Station Drive, Ste. 222DuPont,
WA 98327Re: ***Your File
No. *** Metro by T-Mobile
Account No: xxxxx***To Whom It May Concern:Metro
by T-Mobile is in receipt of your correspondence dated July 23, 2020,
regarding the above-referenced account. Metro
by T-Mobile is pleased to report to your office that upon speaking with Mr.
***, we have been able to resolve his concerns to his satisfaction. Metro
by T-Mobile regrets to hear of Mr.’s in store experience. Please be
assured Metro by T-Mobile takes allegations of employee misconduct very
seriously. We make every effort to be
professional and courteous to our customers. We apologize if any Metro by T-Mobile employee failed in any way to
display that during Mr.’s recent visits to our retail locations.Records
indicate that on July 2, 2020, Mr. purchased a Motorola G Stylus for
use on his mobile number ending in ***. With that purchase, the device comes with a one-year limited manufacturer’s
warranty. Customers who have issues
within the limited warranty period are eligible for a replacement not only
through Metro by T-Mobile but also the manufacturer of the equipment so long as
it meets the requirements to be eligible for a replacement. Replacement devices can be the same make and
model, or one of equal value and same caliber. Records
confirm that on July 21, 2020, Mr.’s end user contacted Customer Care
to report concerns and had an engineering trouble ticket filed. Records also reflect that on July 24, 2020,
Mr. had a change of equipment on the mobile number ending in *** as
well as a change of SIM card. Following
the changes, usage has increased on the mobile number ending in ***.On
August 5, 2020, Metro by T-Mobile contacted Mr., and he confirmed
that the matter has since been resolved after the equipment had been changed on
the mobile number ending in ***. Metro
by T-Mobile issued an account credit of $83.00, leaving Mr.’s account
active with a zero balance, and appreciates Mr.’s feedback regarding
his authorized dealer experiences so that it can be used for future customer
experience enhancements. Pursuant to our
conversation, Mr. considers the matter resolved and has no further
concerns. Metro by T-Mobile regrets any inconvenience
to Mr., and we appreciate his business.Based
on the foregoing, we respectfully request that this complaint against Metro by
T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or
by dialing 1 (888) 863-8768. If
you have any questions, please do not hesitate to contact our office at the
address listed below or toll free at 425-689-***.Very truly yours,METRO BY T-MOBILEAdrianne FExecutive Response
My boyfriend had purchased the Motorola G Stylus on July 2nd 2020 at 4409 13th Street Saint Cloud Florida 34769 at 12:19pm. Ever since I received the phone I can't, send or receive text messages, I can't send picture mail or receive picture mail, calls cannot be completed, and I keep getting a "messages is sending a large number of SMS messages. Do you want to allow this app to continue sending messages" I click allow and the message still appears. I have called customer service and they have completed many troubleshooting techniques and resets, nothing seems to work. Yesterday July 21st, 2020 I went back to the same store my boyfriend purchased the phone to speak to the manager. The representative told me the manager went on break and he will be back within 45 mins to an hour. Rafael (the manager of the store) finally showed up, I explained my issue about the phone and he passed me on to another representative named Fatima. Fatima called customer service to see what was going on and to troubleshoot the phone. They said they couldn't do anything about it, I would have to buy a new phone. This phone is brand new, screen protector and case has been on the phone from the moment it was out of the box. It wasn't dropped, no cracks, no water damage. The customer service I have received from that store and the metropcs representatives has been unprofessional and very frustrating. Nothing has been resolved, I am paying for a phone that doesn't work and basically being robbed.
Product_Or_Service: Motorola /Moto G Stylus /$40 unlimited
Account_Number:
August 13, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: *** Metro by T-Mobile Account Holder: ***Your File No. *** Metro by T-Mobile Account No: xxxxx***To Whom It May Concern:Metro by T-Mobile is in receipt of your correspondence dated July 23, 2020, regarding the above-referenced account. Metro by T-Mobile regrets any concerns Ms. experienced with her handset and her experience at one of our authorized dealers. On July 2, 2020, a Motorola handset was purchased for use on the mobile number ending in ***. Please note, Ms.’s handset is not eligible for a refund because the handset does not meet the requirements for our MetroPROMISE. Metro by T-Mobile customers who are dissatisfied with their new phone or service may return their new phone for a full refund, if the following criteria is met: • The phone must be returned within seven-days of purchase with less than one hour of talk time for a full refund.• The phone must be returned in “like new condition” and contain all original packaging and accessories.• The phone must be returned to the original place of purchase with accompanying phone and service payment receipts.• Return Policy is for new account activations only and applies to new equipment purchased from Metro by T-Mobile, its authorized dealers and metropcs.com.The MetroPROMISE is available at https://www.metrobyt-mobile.com/why/MetroPROMISE.html for further review. However, Ms.’s handset is covered by the warranty for one year from July 2, 2020. Metro by T-Mobile’s Warranty Options, are posted in stores and found at www.metrobyt-mobile.com. For any handset warranty-related concerns, Ms. would need to visit a Metro by T-Mobile authorized dealer or address her concerns with the manufacturer of her handset. On July 22, 2020, a warranty replacement was issued for mobile number ending in ***. On July 24, 2020, our records confirm that Ms. completed a warranty exchange and the $20.00 plus tax device change fee was waived for Ms. as a courtesy. On August 5, 2020, a one-time courtesy credit in the amount of $83.00 was applied to the account absolving the $83.00 balance due by August 8, 2020. Please be assured that Metro by T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any Metro by T-Mobile employee failed in any way to display that during Ms.’s recent contact with one of our authorize dealers. Upon speaking with Ms. on August 5, 2020, metro T-Mobile has confirmed that Ms. does not have any concerns regarding her replacement handset or her Metro by T-Mobile account. Metro by T-Mobile is happy to inform you that we have been able to resolve Ms.’s concerns to her satisfaction. Metro by T-Mobile regrets any inconvenience to Ms. and we appreciate her business. Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at 425-689-***.Very truly yours,METRO BY T-MOBILEJuan BExecutive Response
I had used metro pcs for years with no issues.
ns in metros customer service department.
I run a business from 2 of these phone lines.
From late 2019 through 2020 I had encountered so many issues w my metro phones.
I couldn't get service anywhere which is absurd since I had been a satisfied customer for years.
This year I can't even count how many hours I have spent on the phone with inept service reps who don't even speak English. Needless to say, nothing ever got resolved.
They told me I had to stop into an authorized store to get assistance countless times.
So, I had no choice but to do so since my business runs from my main line and that line along with the secondary one we're not working.
I am not exaggerating when I say I spent 100s of hours screwing around and waiting on hold with the m
And the retail locations had no idea what was going on either.
One specific example is as follows:
I was experiencing dropped calls and no service during a critical business deal.
After being on hold for 30 min to speak with a sales rep...who of course was not versed in English ...(Go figure!)...I was told to go to the main metro store on nova in Daytona beach and give them my drivers license and they would reset my phone.
When I got to the store the lady there told me she never heard of such a thing and told me to call customer service.
So like a fool I waited another 30 plus minutes on hold to speak to someone that is probably not even in the US and probably has no idea what metro even is.
Metro PCS has cost me thousands in wasted time and lost me much work. I run a construction business and my customers got fed up thinking I was ignoring their calls when I'm fact it was my phone service. I wasted time driving around like a yo-yo rather than supervising on my job site. And who knows how many call backs on ads I missed. I won't even mention the hypertension and personal issues this caused me with my kids and wife who swore I had been dodging their calls.
I cancelled all 4 lines in the end.
Product_Or_Service: Samsung /Galaxy 8/Unlimited talk text 4 line plan
Account_Number:
August 13, 2020FILED ELECTRONICALLYBureau
Service Revdex.com of Alaska,
Oregon, & Western Washington1000
Station Drive, Ste. 222DuPont,
WA 98327Re: *** Your File
No. *** Metro by T-Mobile
Account No: XXXXX***To Whom It May Concern:Metro
by T-Mobile is in receipt of your c***pondence dated July 23, 2020,
regarding the above-referenced account. Please
be advised we have made attempts to contact Mr., which have proven
unsuccessful. As such, Metro by T-Mobile
will make every effort to address Mr.’s concerns within this letter. Please
be assured Metro by T-Mobile strives to provide world-class service to all our
customers on each contact. We also make
every effort to provide complete and accurate information and well as be
professional and courteous to our customers. We apologize if any Metro by T-Mobile employee failed in any way to
display that during Mr.’s recent contact with our Metro Care Team and
local retail locations. Metro
by T-Mobile is always working to improve its coverage, and we regret any
service issues Mr. may have experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all
areas. There are several factors and
conditions that may interfere with actual service, quality, and
availability. Although
the coverage map at www.metrobyt-mobile.com/coverage does not
guarantee service availability, it predicts and approximates our wireless
coverage area outdoors, which may vary from location to location and may change
without notice. T-Mobile has verified
the address on Mr.’s account and based on the coverage map, confirms his
account address is in a moderate coverage area with no known issues. As stated in our Terms and Conditions, https://www.metrobyt-mobile.com/terms-conditions-service: “Service
Availability. Service is limited to the operating range, spectrum,
and capacity of our or our roaming partner's wireless system in your service
area. Your service area is the area depicted in the coverage brochure you
received with this Agreement and may change from time to time without notice.
Since Metro by T-Mobile uses different spectrum in different areas of the
country, service may not be available on all wireless devices in all areas. We
may, but are not obligated to, provide notice when you are being served by a
carrier other than ourselves. The specific network coverage you get will depend
on the radio transmissions your wireless device can receive and use and the
Services you have chosen. Specific Services may not be available on all
wireless devices at all points in time due to wireless device hardware and/or
software, changes to our network, network infrastructure, cessation of specific
Services, or service by carriers other than ourselves. Except for 911 calls
and any "roaming" service to which you have subscribed, you will not
be able to use your wireless device outside of your service area for any calls,
including local, long distance and international calls. Further, since services
outside Metro by T-Mobile’s area are provided by third parties, not all
services may work outside your service area. Service depends on over-the-air
radio transmissions. Our coverage maps provide high level estimates of our
coverage areas when using Services outdoors under optimal conditions. Coverage
is not available everywhere and depends on the Service purchased and the
wireless device used. Service speeds are not guaranteed and actual speeds will
vary. Estimating wireless coverage, signal strength and Service speed is not an
exact science. There are gaps in coverage within our estimated coverage areas
that may result in dropped and/or blocked connections, slower Service speeds,
or otherwise impact the quality of Service. Many factors beyond our control
affect your ability to make and receive calls on your wireless device, the
quality of those calls, and the speed of your Service including, but not
limited to, your location, the conditions of the atmosphere, terrain, nearby
buildings and other structures, network capacity issues, system outages,
failure of equipment to operate as expected, spectrum used, problems that occur
with service we purchase from third parties, system upgrades, performance of
system maintenance, accidents, network problems, network or Internet
congestion, software, signal strength, your wireless device, weather,
geography, topography, server speeds of the websites you access or other events
outside of our control. As a result, sometimes Service, including calls or
attempted calls to emergency services like 911, may be unavailable, interrupted
or may fail, and the quality of calls may sometimes be poor. Metro by
T-Mobile takes no responsibility for Service interruptions or problems caused
by factors beyond our control. Any statements by Metro by T-Mobile, its
employees, representatives or agents about the coverage of our system are
intended only to describe Metro by T-Mobile’s approximate coverage in your
service area. You should not interpret any such statement to mean that Service
will be available or without interruption in any service area.” Metro by
T-Mobile records confirm that as of July 7, 2020, Mr.’s account remains
closed. Pursuant to the Terms and
Conditions, https://www.metrobyt-mobile.com/terms-conditions-service: “Amounts
paid for service charges are non-refundable. If your service is terminated for
any reason and you have a positive balance in your service account or in your
metro by t mobile metro connect account, you will not be entitled to receive
any refund.” As such,
Metro by T-Mobile respectfully declines Mr.’s request for reimbursement
of service provided and regrets any inconvenience Mr. experienced. Based on the foregoing, we
respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or
by dialing 1 (888) 863-8768. If
you have any questions, please do not hesitate to contact our office at the
address listed below or toll free at 425-689-***.Very truly yours,METRO BY T-MOBILEOscar TExecutive Response
I purchased a new phone and the phone when I switch the SIM card kept telling me no SIM card present I called customer service he told me to wait 30 minutes I did just that it is still did not register. I called again and again lady told me I had to pay $15 in order to get a live operator and help I asked to speak to a department manager and she hung up on me after telling me that I had to go into a MetroPCS store which was an inconvenience I went to the store he still could not fix the phone they did not offer me a new phone they did not offer me a discount and in the store I was told I had to pay $20 in order for him to change my SIM card back to my old phone.
Product_Or_Service: LG //
Account_Number:
August 10, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: ***Your File No. *** Metro by T-Mobile Account No: xxxxx***To Whom It May Concern:Metro by T-Mobile is in receipt of your correspondence dated July 21, 2020, regarding the above-referenced account. Metro by T-Mobile regrets any concerns Ms. experienced regarding her handset and any fees that she may have been charged. On July 20, 2020, Ms. purchased a handset for the use on the mobile number ending in ***. It is important to note there is a $15.00 plus tax Device Change fee when changing the handset that is being utilized on a Metro by T-Mobile line. Please be advised that this fee is charged in all authorize dealer retail location and through our Customer Care Team. As such on July 20, 2020, Ms. was charged $16.57 including taxes for the Device Change fee when her new handset. However, as a courtesy to Ms. the Device Change fee was waived for Ms. as a one-time exception. Please be advised that Metro by T-Mobile has no records of Ms. being charged any additional fees on her account. It is important to note that Metro by T-Mobile authorized dealers may have their own store fees that can vary between each location. Please note, Ms.’s handset is not eligible for a refund because the handset is outside of the MetroPROMISE requirements. Metro by T-Mobile customers who are dissatisfied with their new phone or service may return their new phone for a full refund, if the following criteria is met: • The phone must be returned within seven-days of purchase with less than one hour of talk time for a full refund.• The phone must be returned in “like new condition” and contain all original packaging and accessories.• The phone must be returned to the original place of purchase with accompanying phone and service payment receipts.• Return Policy is for new account activations only and applies to new equipment purchased from Metro by T-Mobile, its authorized dealers and metropcs.com.The MetroPROMISE is available at https://www.metrobyt-mobile.com/why/MetroPROMISE.html for further review. However, Ms.’s handset is covered by the warranty for one year from July 20, 2020. Metro by T-Mobile’s Warranty Options, are posted in stores and found at www.metrobyt-mobile.com. For any handset warranty-related concerns, Ms. would need to address her concerns with the manufacturer of her handset. Please be assured that Metro by T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any Metro by T-Mobile employee failed in any way to display that during Ms.’s recent contact with our Customer Service and Authorize Dealers. Upon speaking with Ms. on August 5, 2020, Metro by T-Mobile confirmed with Ms. that the handset is still not working. Metro by T-Mobile offered to assist Ms. with a warranty replacement. Regrettably, Ms. declined the option to replace her handset under the manufacturer’s limited warranty as the handset is no longer available. In an effort to amicably resolve Ms.’s concern Metro by T-Mobile offered to apply a one-time courtesy credit in the amount of $60.00. Please note that Ms. accepted our offer as a resolution to her concerns. As such a $60.00 credit has been applied to her account absolving her $40.00 balance due by August 21, 2020 and updating her account to a credit balance of $20.00 that will be carried over to here bill due by September 21, 2020. Metro by T-Mobile regrets any inconvenience to Ms., and we appreciate her business. Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at 425-689-***.Very truly yours,METRO BY T-MOBILEJuan BExecutive Response
For over the last 2 weeks, I have had Service problems with my phone, where calls have dropped and my Internet connection is lost and I receive messages saying that my phone is not registered to a network. I have contacted Customer Service for Metro and I was promised a return call. My son has *** phone service and his service is never interrupted as *** has more towers than Metro. Why should I have to pay for the highest Metro Plan of $60 for unlimited minutes and high speed Internet if Metro won't ensure that things are up to working conditions of its towers. I can't even use my own cell phone in my own home because of Metri towers. Ruffa, the Metro Customer Service Representatice told me that it will take up to 5 business days before I get a resolution and that she hopes that I understand. I don't understand why I have to wait up to 5 business days to have my services running properly but yet Metro wants to charge me $60, which is the highest plan, despite Metro not providing me phone service.
Product_Or_Service: Samsung /Je/$60 Unlimited LTE w/15GB HS PLAN
Account_Number:
July 27, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: *** Your File No. *** Metro by T-Mobile Account No: ***To Whom It May Concern:Metro by T-Mobile is in receipt of your c***pondence regarding the above-referenced account.Metro by T-Mobile regrets any services issues Ms. has experienced. Metro by T-Mobile records confirm, on March 28, 2019, Ms. activated her account with one line of service ending in 7371. As of April 1, 2019, the account has been subscribed to Metro by T-Mobile’s $30.00 Unlimited talk, text, and 2GB data plan. Please be advised that Ms.’s billing cycle runs from the 28th of each month to the 27th of the following. On July 3, 2020, Ms. contacted Metro Customer Care to report she was not ably to use any data. A review of Ms.’s account and usage reflected that from June 28, 2020, through July 3, 2020, she had used her allotted 2GBs of data and had no more data for the month. Metro Customer Care recommended Ms. change her plan to the $60.00 Unlimited talk, text, and data plan, which would allow her unlimited data and access to data once again. With her approval, Ms.’s rate plan was changed to Metro by T-Mobile’s $60.00 Unlimited talk, text, and data plan. A prorated cost difference between the plans totaling $25.00 was assessed to Ms.’s account with a due date of July 27, 2020. Ms.’s account reflects a balance of $85.00 for the prorated charges and new $60.00 charges for the upcoming billing period, which is due by July 27, 2020 if Ms. wishes to continue with Metro by T-Mobile. Metro by T-Mobile regret any coverage issues Ms. has experienced. Metro by T-Mobile is always working to improve its coverage. Unfortunately, Metro by T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. Although the coverage map at www.metrobyt-mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. Metro by T-Mobile has verified the address on Ms.’s concern to your office, which is the same on her account, and based on the coverage map, confirms her account address is in a good coverage area with no known issues. Metro by T-Mobile records confirm that on July 9, 2020, Mr. contacted Metro Customer Care to report data service issues. Troubleshooting was performed and records reflect that it was working when the call ended. On July 15, 2020, Ms. contact Metro Customer Care once again to report issues with Mobile Hotspot data speeds. Her plan includes 5GB of Mobile Hotspot and after performing troubleshooting, a service ticket, a ticket was filed. Metro by T-Mobile engineering team determined Ms.’s concern and were unable to identify any Mobile Hotspot data speed issues as she had used zero GB of the allot 5GB Mobile Hotspot feature. Regretfully, due to an inadvertent error, a call to Ms. to notify her of the ticket resolution was not made and Metro by T-Mobile regrets any inconvenience.Regrettably, the service issues Ms. explains in her letter to your office is not consistent with what she has previously reported to Customer Care. Metro by T-Mobile requires specific details of the problem, including the date and time, the area(s) in which it occurred, and the number she is dialing for her call issues. During our conversation with Ms., she declined to provide details of examples that have occurred within the last 48 hours for review. Our review of Ms.’s usage from the current billing cycle through July 22, 2020, reflects that Ms.’s line ending in *** has now used 5.82 GB of data, zero Mobile Hotspot data, and has had consistent voice calls with some calls lasting as long as 51 minutes.Metro by T-Mobile records reflect that Ms. is receiving the benefit of her prepaid service. However, as a courtesy, on July 22, 2020, Metro by T-Mobile issued a onetime $25.00 courtesy credit to her account leaving her account reflecting a $60.00 balance due by July 27, 2020, for service from July 28, 2020, through August 27, 2020. If Ms. continues to experience any difficulties with the service, we request that she provide to Metro Customer Care the specific details of the problem. Once aware of the situation, Metro by T-Mobile can attempt to resolve the issue through network or equipment adjustments. Metro by T-Mobile regrets any inconvenience to Ms.. Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing ***. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at ***.Very truly yours,METRO BY T-MOBILEOscar T Executive Response
Hello My name is *** and I'm writing to you because every time I have Service with MetroPCS something always goes wrong I activate a new line 2 days ago it was supposed to be the $50 plan and I will pay for yours and that was a promotion going on when I switched over from AT&T I called him because when I switch my phone over because the new one that I bought from them bro they told me they would think it was my phone over to my old one and they never told me to be a charge or charge switch it over which no one for me so then now I've dated all that I actually change my plan and I'm going back-and-forth with them nonstop it is ridiculous how I had to keep paying them and then I was in the camp put me back on my own plan and I did that my phone was suspended
Account_Number:
Tell us why here... August 11, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: ***Your File No. *** Metro by T-Mobile Account No: xxxxx***To Whom It May Concern:Metro by T-Mobile is in receipt of your correspondence dated July 22, 2020, regarding the above-referenced account. Please be advised that we have made attempts to contact Mr. to the mobile number and email he provided in the correspondence to your office, which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr.’s concerns within this letter. Metro by T-Mobile regrets any concerns Mr. experienced regarding his package price and any fees associated with his account. Metro by T-Mobile records reflects that Mr. activated his account on July 20, 2020 and was subscribed to the $50.00 Unlimited Talk, Text and data package. At the time of activation, Mr. was charged a Device Activation fee of $15.00 plus tax totaling $16.32. On July 21, 2020, Mr. changed the handset that was being utilized on mobile number ending in *** and a $20.00 plus tax Device Change fee was assessed to the account. Please note that our records do not reflect that Mr. remitted a payment for the Device Change fee and as such, on July 22, 2020, Mr.’s account was suspended for non-payment. On July 22, 2020, Mr.’s service package was changed to the $40.00 Unlimited Talk, Text and data package. As Mr.’s account was rerated, the account was reactivated. It is important to note that on July 24, 2020, the $20.00 plus tax Device Change fee was waived for Mr. as a one-time courtesy, and our records confirm that Mr. did not have to remit a payment for the fee. Metro by T-Mobile regrets any inconvenience to Mr. and we appreciate his business. Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at 425-689-***.Very truly yours,METRO BY T-MOBILEJuan BExecutive Response
I have for months paid for 30 days of service on the first of every month only for them to cut my service off on the 28/29th consistently. My son is a heart patient and I am an MS patient who both need constant communication with doctors. My disability comes on the first which is why I set up my account to be due on the 1st. I contacted MetroPCS customer service today to explain I pay for 30 days of service not 28 or 29 like they have been giving me. I only wanted to ensure my phone would remain active the 30 days I pay at which point they told me I could pay an additional $10 to have my full 30 days of service. This is extortion seeing as I already purchase 30 days of service at the beginning of the month. I asked to speak to a supervisor about the matter and they proceeded to try to talk circles around my complaint say that not every month has 30 days anyway and they would not correct the shut off date of my phone. Now I am fully aware that some months have 31 days but I am talking about all the months they have cut me off 1 to 2 days early that only have 30 days.
Product_Or_Service: LG /Stylo5/$60 unlimited
Account_Number:
August 11, 2020FILED ELECTRONICALLYBureau
Service Revdex.com of Alaska,
Oregon, & Western Washington1000
Station Drive, Ste. 222DuPont,
WA 98327Re: ***Your File No. *** Metro by T-Mobile Account No: xxxxx***To Whom It May Concern:Metro
by T-Mobile is in receipt of your correspondence dated July 22, 2020,
regarding the above-referenced account. Metro
by T-Mobile regrets Ms. had any concerns with her services, and we
appreciate the opportunity to respond. Metro by T-Mobile records indicate Ms.’s monthly due by date is on
the 29th of every month. Ms.
***’s billing cycle runs from the 30th of one month to the 30th of the following month if the following month has 30 days in that calendar
month. This means some months of service
are providing 31 days of service and some are providing less. Please note, if customers do not remit their
monthly service payment on or before the due by date, their services are
suspended the following day for non-payment. As such, when Ms. remits her monthly payment after her due by date
her services are suspended until her payment was remitted. It
is important to note that Metro by T-Mobile offers customers the option to
change their monthly due date with a fee of $5.00 plus applicable tax and the
upfront cost for the prorated amount of days from the current close date to the
new close date as Metro by T-Mobile service is pay in advance. Upon
speaking with Ms. on August 3, 2020, and to amicably resolve this concern
Metro by T-Mobile changed her monthly due by date to the 2nd of
every month starting September 2, 2020, waived the $5.00 fee and adjusted the
prorated charges in the amount of $11.70. Metro by T-Mobile regrets any inconvenience to Ms., and we
appreciate her business. Based on the foregoing, we respectfully
request that this complaint against Metro by T-Mobile be closed.Customers
may contact Customer Care by dialing 611 from their handsets or by dialing 1
(888) 863-8768. If you have any questions, please do not
hesitate to contact our office at the address listed below or toll free at
***.Very truly yours,METRO BY T-MOBILEAshley SExecutive Response
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
They charge me 100 dollars a month until I was able 2 make it there.we was locked down because of the virus. They added on all types off charges.
Product_Or_Service: Samsung /Galaxy 10/Unlimited
Account_Number:
vc Tell us why here... August 10, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: ***Your File No. *** Metro by T-Mobile Account No: ***To Whom It May Concern:Metro by T-Mobile is in receipt of your correspondence dated July 21, 2020, regarding the above-referenced account. Metro by T-Mobile regrets hearing of Mr.’s concerns regarding his monthly recurring charges. Metro by T-Mobile records indicate Mr. activated services on March 26, 2020 with one line of service. At the time of activation Mr. subscribed to the UNL LTE w/15GB HS Plan for $60.00 per month, 50 Global Voice minutes, for $10.00, 200 Global Minutes for $10.00, Premium Security for $10.00, Data Maximizer for $10.00, and Premium Long Distance for $3.00, making his expected monthly recurring charges $103.00. On July 13, 2020, Mr. contacted Metro by T-Mobile and requested all add on features be removed from the account. All add on features were removed as of July 13, 2020, bringing Mr.’s expected monthly recurring charges to $60.00.Upon speaking with Mr. on August 3, 2020, Metro by T-Mobile respectfully declined any type of refund or compensation for the add on features that were added to the account at the time of activation as we show no record of Mr. contacting us prior to July 13, 2020. Metro by T-Mobile confirmed all add on features have been removed from his account going forward. Mr. was advised he can also manage any add on features using the Metro app from his device. Metro by T-Mobile appreciates being given the opportunity to review and address Mr.’s concerns regarding this matter. Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at 425-689-***. Very truly yours,METRO BY T-MOBILEFelicia PExecutive Response
Only have used to this phone for one week. The phone is undamaged has internal problems the company has failed to provide me service for this phone even though they charged me for 3 months I had no service on this number and I was told if I canceled my billing with them that I could not file a complaint that I would lose all the money that I paid they promised me a phone three different times replace it never did come through with such phone even though my credit card was Bill from the phone I pay service on this phone and still have not had service on this phone
Product_Or_Service: Samsung /A20/Unlimited multiple number
Account_Number:
Tell us why here... August 10, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: ***Your File No. *** Metro by T-Mobile Account No: xxxxx***To Whom It May Concern:Metro by T-Mobile is in receipt of your correspondence dated July 21, 2020, regarding the above-referenced account. Metro by T-Mobile regrets to hear of Mr.’s concerns with his device and network coverage. Metro by T-Mobile records indicate on May 2, 2020, Mr. activated service with two voice lines under a $90.00 Unlimited talk text and data plan ending in *** and ***. Upon activation Mr. purchased two Samsung A20 devices for each line. In Mr.’s letter to our office he indicates issues with coverage. Metro by T-Mobile is always working to improve its coverage, and we regret any service issues Mr. may have experienced. Metro by T-Mobile has verified the address on Mr. account and based on the coverage map, confirms his account address is in a moderate coverage area with no known issues. Metro by T-Mobile cannot guarantee coverage in all areas, and indoor coverage can never be guaranteed, as coverage is highly variable and is dependent upon many factors, as explained above. Please note, Mr. contacted Customer Care on June 27, 2020, regarding his coverage. Troubleshooting was offered and Mr. declined at that time. Please note, this was the first time Metro by T-Mobile was advised of Mr.’s device and coverage concerns. It is important if customers experience any difficulties with the service, that they provide Metro by T-Mobile details of the problem including the date, time and the area(s) in which it occurred, including the major cross streets. This information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, Metro by T-Mobile can attempt to resolve the issue through network or equipment adjustments.On July 5, 2020, Mr.’s account was suspended at his request and on July 6, 2020 the line ending in *** was canceled when he ported his service out to a new carrier, thus leaving one line on his account. Unfortunately, Mr. would have had to return the equipment at the point of sale within seven days of purchase, and with less than 60 minutes of talk time on each device to qualify for a refund. As such, Metro by T-Mobile respectfully declines Mr.’s request for a full refund of service and device costs. According to the MetroPromise, he does not meet the requirements for a return of the equipment and services rendered as explained below: MetroPROMISE Metro by T-Mobile customers who are dissatisfied with their new phone or service may return their new phone for a full refund, no questions asked. Rules: • The phone must be returned within 7 days of purchase with less than one hour of talk time for a full refund. • The phone must be returned in “like new condition” and contain all original packaging and accessories. • The phone must be returned to the original place of purchase with accompanying phone and service payment receipts. • Online customers must return the phone to the Online Returns Center per the instructions included in the shipment packaging. • Return Policy is for new account activations only. Phone upgrades are non-refundable under this policy, but may be covered by a limited manufacturer's warranty, if applicable. This return policy only applies to new equipment purchased from Metro by T-Mobile, its authorized dealers and metrobytmobile.com. This return policy only applies to monthly service fees paid at Metro by T-Mobile and its authorized dealer locations and excludes monthly service fees paid when the handset was purchased on metrobytmobile.com. Application download fees and funds in MetroConnect® accounts are non-refundable. Purchases made at National Retail locations are governed by National Retailer return policies. MetroPROMISE is not applicable when the handset and service are not purchased at same location. New handset purchases, including handset upgrades, may be covered by a limited manufacturer's warranty. Upon corresponding with Mr. via email the above was explained. However, to amicable resolve this matter, it was explained that if he can send a receipt to our office, we can process a refund for one of his devices. Mr. can take advantage of this offer by contacting us directly at the number below. Metro by T-Mobile will leave the offer open for seven days after the date of this letter.Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at ***.Very truly yours,METRO BY T-MOBILEDolly AExecutive Response
Purchased a phone with my credit card on July 8, 2020 for $199.96 the salesperson in the store stated the transaction declined but could be due to faulty credit card machine because they had problems before with the machine before. We called my bank, the transaction was deducted from my account but still saying declined in the store. The manager state I would need to pay cash for the phone to take it out of the store and the amount of $199.96 would be returned to my card in 3-5 business days. It is now July 22, 2020 and they have refused to give me my money back. I have been in the store 4 times and the sales reps keep telling me lies and refuse to assist me with managers or corporate information. One rep called the credit card company and they stated a request for a refund had not even been put in. The store manager is very nasty and had not compassion for customer service.
July 27, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: *** Your File No. *** Metro by T-Mobile Account No: XXXXX***To Whom It May Concern:Metro by T-Mobile is in receipt of your correspondence dated July 22, 2020, regarding the above-referenced account. Metro by T-Mobile appreciates the opportunity to respond to Ms.’ concern.Please be assured Metro by T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any Metro by T-Mobile employee failed in any way to display that during Ms.’ recent visit to our Authorized Retailer location. Metro by T-Mobile regrets any concern Ms. has experienced regarding her in store purchase experience. Metro by T-Mobile records confirm that on July 8, 2020, Ms. upgraded at a local Metro by T-Mobile Authorized Retailer to a new LG K5. At the time of the transaction, in store records reflected that the transaction had been declined and cash payment had been accepted for payment of the device. Metro by T-Mobile regrets any inconvenience for the delay of the electronic refund back to Ms.’ card.During our conversation with Ms. on July 23, 2020 she confirmed that the refund had now been received and was credited back to her financial institution. As a courtesy, on July 23, 2020, Metro by T-Mobile issued a onetime credit of $60.00 to Ms.’ account leaving her account reflecting a zero balance. Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing ***. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at ***.Very truly yours,METRO BY T-MOBILEOscar TExecutive Response
I walked into MetroPCS and added a line to my account. To find out the phone I purchase was not what I had in my had. Phone did not work so I took the phone back. To find out that I couldn't take the phone back within 7 days because I talked over 1 hours. They give another phone and cancel the one line that I had and made another line on my account. They took the iPhone se That I paid for back. Get home realize that, that phone was not working go back for a total refund and cancel everything. They state they can't do nothing.
Product_Or_Service: Apple /iPhone se /Mercedes stewart
Account_Number:
August 10, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: ***Your File No. *** Metro by T-Mobile Account No: xxxxx***To Whom It May Concern:Metro by T-Mobile is in receipt of your correspondence dated July 20, 2020, regarding the above-referenced account. Please be advised we have made attempts to contact Mr., which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr.’ concerns within this letter. Metro by T-Mobile regrets any concerns Mr. has regarding handset purchases and returns. Please be advised that Metro by T-Mobile customers who are dissatisfied with their new phone or service may return their new phone for a full refund, no questions asked. Rules: • The phone must be returned within 7 days of purchase with less than one hour of talk time for a full refund. • The phone must be returned in “like new condition” and contain all original packaging and accessories. • The phone must be returned to the original place of purchase with accompanying phone and service payment receipts. • Online customers must return the phone to the Online Returns Center per the instructions included in the shipment packaging. • Return Policy is for new account activations only. Phone upgrades are non-refundable under this policy, but may be covered by a limited manufacturer's warranty, if applicable. This return policy only applies to new equipment purchased from Metro by T-Mobile, its authorized dealers and metrobytmobile.com. This return policy only applies to monthly service fees paid at Metro by T-Mobile and its authorized dealer locations and excludes monthly service fees paid when the handset was purchased on metrobytmobile.com. Application download fees and funds in MetroConnect® accounts are non-refundable. Purchases made at National Retail locations are governed by National Retailer return policies. MetroPROMISE is not applicable when the handset and service are not purchased at same location. New handset purchases, including handset upgrades, may be covered by a limited manufacturer's warranty. Further review of Mr.’ purchase confirms that the retail location he visited is managed by a third-party and may have their own return policies and procedures. We regret any inconvenience to Mr..Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at 425-689-***.Very truly yours,METRO BY T-MOBILEThomas MExecutive Response
We have been with Metro for years and I decided to switch service from an old iPhone to a newer one. When I went into the store to get my services switched over, I made it clear to Anthony who was assisting me that I would pay all charges that are required to switch the service over. He charged me $15.00 that day and I asked again would this cause any other charges on the account, he assured me the $15.00 was it. Now my bill for this month has gone up and I've called in to Metro's customer service to get the issue resolved but they refuse to help me. The first time I called the 800 number, I was told the rep couldn't help and that I would need to speak to a supervisor. That call dropped for some reason so when I called back I immediately asked for a supervisor but was denied one. Once I finally got a supervisor she was completely unwilling to help and wouldn't listen. The supervisor's name was Desiree ID#: ***
Account_Number:
August 10, 2020
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: ***
Your File No. ***
Metro by T-Mobile Account No: xxxxx***
To Whom It May Concern:
Metro by T-Mobile is in receipt of your correspondence dated August 2, 2020, regarding the above-referenced account. We are pleased to report that we have resolved Ms.’ concerns to her satisfaction.
Metro by T-Mobile regrets any concerns Ms. had regarding device activation fees. Metro by T-Mobile records confirm on July 14, 2020, Ms. purchased a new device and remitted a payment in the amount of $15.00 for the device activation fee. The payment remitted in store did not cover the sales taxes for Ms. locale; therefore, the remainder of the charge was applied to her Metro by T-Mobile account.
Upon speaking with Ms. on August 2, 2020, Metro by T-Mobile offered a credit of $1.85 to offset this cost. Ms. accepted the credit as full resolution to her concerns and the next refill was updated to $88.15 due on August 22, 2020. We regret any inconvenience to Ms..
Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.
Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at 425-689-***.
Very truly yours,
METRO BY T-MOBILE
Thomas McClaflin
Executive Response
On July 16, 2020, I, ***, purchased a Samsung 801 from Metro PCS located on 460 South Broad Street, Mobile, AL, 36605. On the date that I purchased the phone, I noticed when I attempted to activate the phone, it was registered to another customer, ***. I immediately phoned customer service to inquire about a refund. I was told that I was within the seven day return policy and that I could take the phone to the original place of purchase. On July 18, 2020, I took the phone back to the place where it was originally purchased to request a refund; unfortunately, I was met with hostility, aggression, profanity, verbal threats, and physical intimidation. The customer service representative unprofessionally stated that I could not under any circumstances receive a refund, and that no matter what the reason for wanting a refund, it would not be granted. I questioned why I would not be given a refund and it was within the return frame, and the customer service representative stated, "We get in trouble if we give refunds." I was appalled and upset by the fact that I received a defective product and the store's employee would not honor the seven day return policy. To make matters worst, I returned to the store this morning, which is July 19, 2020, with my purchase receipt and the defective product, and the customers were locked in the store to prevent me from entering. This has been the most unprofessional, humiliating, embarrassing incident that has ever occurred pertaining to a customer service experience in my life. The customer service representative was rude and unaccommodating, and I feel as if my money was taking and I still have a defective product.
Product_Or_Service: Samsung //
Account_Number:
August 10, 2020FILED ELECTRONICALLYBureau
Service Revdex.com of Alaska,
Oregon, & Western Washington1000
Station Drive, Ste. 222DuPont,
WA 98327Re: ***Your File
No. *** Metro by T-Mobile
Account No: xxxxx***To Whom It May Concern:Metro
by T-Mobile is in receipt of your correspondence dated July 20, 2020,
regarding the above-referenced account. Please
be advised we have made attempts to contact Ms., which have proven
unsuccessful. As such, T-Mobile will
make every effort to address Ms.’s concerns within this letter. Metro by T-Mobile regrets
any concerns Ms. has regarding handset returns. Metro by T-Mobile
customers who are dissatisfied with their new phone or service may return their
new phone for a full refund, no questions asked through our MetroPROMISE. Please note that in order to qualify for a
refund the following must be met: The phone must be returned within 7 days of purchase with less than one hour of talk time for a full refund. The phone must be returned in “like new condition” and contain all original packaging and accessories. The phone must be returned to the original place of purchase with accompanying phone and service payment receipts. Online customers must return the phone to the Online Returns Center per the instructions included in the shipment packaging. Return Policy is for new account activations only. Phone upgrades are non-refundable under this policy, but may be covered by a limited manufacturer's warranty, if applicable. This return policy only applies to new equipment purchased
from Metro by T-Mobile, its authorized dealers and metrobytmobile.com. Purchases made at National Retail locations
are governed by National Retailer return policies. MetroPROMISE is not
applicable when the handset and service are not purchased at same
location. New
handset purchases, including handset upgrades, may be covered by a limited
manufacturer's warranty. Upon
review of Ms.’s account, Metro by T-Mobile records confirm on July 16,
2020 she activated a new line of service and purchased a Samsung A01
handset. Metro by T-Mobile records do
not reflect this handset having ever been associated to any other accounts nor
showing usage as of the date of this letter. Further, the retail location that Ms. visited to purchase the
device is managed by a third party and may have their own return policies and
procedures which may need to be met to qualify for a refund. As such, we
recommend that Ms. work with the store directly to fully address her
concerns. We regret any inconvenience to Ms.. Based on the foregoing, we respectfully
request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or
by dialing 1 (888) 863-8768. If
you have any questions, please do not hesitate to contact our office at the
address listed below or toll free at ***.Very truly yours,METRO BY T-MOBILEThomas MExecutive Response