Metro By T-Mobile Reviews (%countItem)
Metro By T-Mobile Rating
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I had bought a I Phone XR at the Metro Store here in Bakersfield in payments. SmartPay was taking monthly payments of $156.17 for 6 Months along with the initial $300 I put down every 23rd starting June 2019. The phone was priced at $1200. I paid off the full $1200 but I was still sent to collection even after I made payments on time. I had talked to my local Metro where I had got the phone and they had said even if we had paid the initial $1200 I had to give the phone back or either pay another $900. I was never explained this or even told when I had first got the phone. I do not see a way this is fair I paid the full amount but was still sent to collection for a $900 debt.
Product_Or_Service: Apple /I Phone XR/
Account_Number:
July 23, 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 18, 2020, regarding the above-referenced account. Metro by T-Mobile regrets any concerns Mr. experienced with the billing of his account and we appreciate the opportunity to respond. SmartPay is a third-party vendor that offers Metro by T-Mobile customers lease-to-own plans to obtain smartphones and accessories with convenient monthly payments. SmartPay restrictions:No Pre-paid cards acceptedCustomers must have enough available funds in bank account to cover any initial upfront paymentsTo apply for SmartPay, customers must:1. Be at least 18 years old2. Have a monthly income of $1000.00 (before taxes and deductions)3. Have a Social Security Number (SSN) or Individual Taxpayer Identification Number (ITIN)4. Have a credit card or debit card associated with a standard US checking accountWith SmartPay, customers will make their first payment in store on the day of the device lease, then 11 automatically scheduled recurring payments. Customers will receive payment reminders from SmartPay by text message (SMS) and email, three days before their due date. If the customer is not sure when the next due date is, the customer can check their payment schedule by logging into their SmartPay account. Should any questions arise regarding a lease, customers may contact SmartPay at 1-855-441-2657.It is important to note that Mr.’s lease was processed directly through SmartPay, a third-party provider. As Metro by T-Mobile and SmartPay are separate entities, we are unable to comment on their policies and procedures. Metro by T-Mobile recommends that Mr. contact SmartPay directly with any concerns he may have.On July 21, 2020, Metro by T-Mobile contacted Mr., and advised should he have concerns over the lease and the agreement he had agreed to, he may contact SmartPay. Metro by T-Mobile appreciates the opportunity to review 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-MOBILEThomas MExecutive Response
I purchased a phone from MetroPCS on Feb. 21,220 I found out on today July 16,2020 that I was being charged for two phones I told them I only have one phone so I ask for the other number I called it off a relative phone and while on another phone with a agent from MetroPCS listening in a lady told me she brought this phone from a gas station she gets all my emails and etc. I was told by the agent that that is fraud and to go to the store for a credit for over payment on a second line that I had no knowledge of or didn't sign up for or either had possession of this phone I go to the store they creditw for the payment I made today but refuse to credit the other months he stayed I would have to call customer service I did while on the store the agent told him he's responsible because that store sold me the phone he refused so a complaint was made with that agent
Product_Or_Service: LG /Alcatel/Unlimited plan one service line
Account_Number:
July 24, 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 17, 2020,
regarding the above-referenced account. Metro
by T-Mobile regrets Ms. had any concerns with her account, and we
appreciate the opportunity to respond. On February 21, 2020, Ms. activated her account with two voice
lines of service ending in *** and ***. Each line of service was subscribed to the $45.00 per line rate plan and
each line was subscribed to the $10.00 insurance feature. Metro by T-Mobile records indicate Ms.
remitted seven payments in the amount of $110.00 between February 21, 2020 and
July 16, 2020. On July 16, 2020, the
line ending in *** was canceled. Please
note, Metro by T-Mobile’s terms and conditions state the following regarding
payment refunds. “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.”However,
upon speaking with Ms. on July 20, 2020, and to amicably resolve this
concern, Metro by T-Mobile issued an account credit in the amount of $410.00 to
use towards her future services. Please
note, this adjustment is for the monthly cost of the line ending in *** and
the activation charges she paid for this line of service. Metro by T-Mobile regrets any inconveniences
this matter has caused. 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
Last night I went to cricket and switched to them because they had a 4 line family deal for 100.00 dollars so did metro but when I called metro and explained that I wanted that same deal and I would keep them the sales person said no they could not give me that deal. So I switched. I made a payment on the 13th for 70.00 that would cover services throughout the entire month. I switches my phone last night on the 16th. That is only three days of service. I called them today and ask for a rfund for the days that I will not be using since I already switched and the representative said no. So I asked her if she can port my number back and she told me that I would have to pay 15.00 and 70.00 for the month that was already paid for. I explained to her that no one told me about losing the money if I don't use the service completely. I am very upset that companies like this can just take peoples money and get away with that. This is a crime and they should refund me for the services that I have not used.
Product_Or_Service: LG //Unlimited
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: xxxxx*** To Whom It May Concern:Metro by T-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated July 17, 2020, regarding the above-referenced account. Metro by T-Mobile regrets any inconvenience Ms. experienced regarding payments to her account. Reviewing the account finds that Ms. joined Metro by T-Mobile when activating her account number ending in *** on December 14, 2019. Our records confirm that Ms. was subscribed to the $60.00 service plan with her cellular number ending in *** and $10.00 Premium Security Bundle bring the account total charge of $70.00 that is due on or before the 13th day of each month. On July 13, 2020 Ms. remitted payment of $70.00 to the above referenced account. Please note when remitting a payment, customers accept responsibility for the charges. Additionally, Ms. agreed to the Metro by T Mobile Terms and Conditions of service, upon activation and subsequent payment advise the following: “Refund policy. amounts paid for service charges are non-refundable. if your service is terminated for any reason and you have a positive balance in your service account or in your metro by t mobile metro connect account, you will not be entitled to receive any refund.” Please note the refund policy can be found at www.metrobytmobile.com/terms. As such, Metro by T-Mobile respectfully declines Ms.’s request for a refund for monthly service charges for line ending in ***. Metro by T-Mobile regrets any inconvenience to Ms.. Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing ***. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at ***.Very truly yours,METRO BY T-MOBILEAmor MExecutive Response
I have been a metro customer for a few years. On July 8th I upgraded my phone and my wives phone to LG stylo 6 phones. We paid 200$ for each phone. I contacted the store on the 10th to inform them one phone kept shutting off and restarting. I brought the phone in and it was factory reset on July 11 I believe. Miss Neredia stated if it keeps happening we can bring it back to "swap out with warranty." I came back today (July 16th) as it is still shutting off and I was in the area. Now I am being told by someone else that the woman I dealt with is on vacation. That the phones are sold as is and there is nothing that can be done with my 8 day old phone still malfunctioning. I am appalled at how this was handled. I spent a total of 558 that day and also pay every month for 4 lines. I planned to upgrade another line and add the new gos watch that is offered. I can not continue to do business with a company who doesnt put their customers first
Product_Or_Service: LG /Stylo 6 /
Account_Number:
July 23, 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-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated July 17, 2020, regarding the above-referenced account. Metro by T-Mobile regrets hearing of Ms.’s concerns regarding the LG Stylo 6 handset she recently purchased. Please note, not all warranty options are available at all locations.Warranty exchange fees are subject to change. All warranty options exclude exchanged phonesthat show signs of outside physical or liquid damage or that are no longer within themanufacturer’s warranty. Metro by T-Mobile warranty replacement phones are not guaranteedto be new nor guaranteed to receive the same model or the same color. If the exact model is notavailable, replacement will be of like kind and quality. Color, features and accessorycompatibility are not guaranteed. If the cell phone does not work properly when a customer receives it or it stops functioning for a reason covered by the warranty, the customer may return it for a free warranty exchange. Upon speaking with Ms. on July 20, 2020, it was confirmed that the store she visited processed and provided a warranty exchange for her. She has also confirmed the device is now working as expected. Metro by T-Mobile regrets any inconvenience.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-MOBILEFelicia P Executive Response
I had set up auto payment to metro pcs. It was going well until June 2020. In may 2020 I had to use a new Visa card and on the day I suppose to pay my bill I went to the store which is on 5102 E speedway and one of the staff assisted me with it. She said instore payment is $33.00 instead of 30.00. I said O. K. Then she made me to swipe the card 3 times saying the first two didn't go through. So I believed her until I found out on july 2nd they have withdrawn 3 times $33.00. Instead of one payment of $33.00. I want my refund of $66.00 back.
Product_Or_Service: LG /Android/
Account_Number:
I had filed a complaint against Metro by T-mobile. Now I am glad to inform you that they have solved the problem. I am satisfied. Thank you for your help. ***.
My grandfather, Art Stauffer, was in the hospital when his phone was stolen. We went and got him another one but he passed away less than two weeks later (October 2019). My grandad wanted his great grandson (my son) to have his phone so I called MetroPC and was told we had to wait for the phone to become eligible to unlock since we do not have MetroPC and to call back in December. I waited to give him the phone as a Christmas present assuming MetroPC would follow through. When I called back in January to unlock the phone and went through the whole process again I was told it wouldn't be eligible until April. I called back in April but this time when they tried to say I needed to wait I elevated the call and the floor manager told me I was out of luck and it wasn't their fault my grandfather died and that I would need to purchase a plan through MetroPC in order to use my deceased grandfathers phone. My grandfather paid for his phone and we can't use it because we use Consumer Cellular instead of MetroPC. It does not seem right that they are refusing to unlock a phone because we don't have their service. And to string us along for so long is disrespectful. I could see paying MetroPC if my grandfather was still alive but he is not, and some circumstances should warrant an adjustment of policy.
Product_Or_Service: Apple /iphone7 /
Account_Number:
July 24, 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-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in
receipt of your correspondence dated July 16, 2020, regarding the
above-referenced account. Please note,
we attempted to contact Ms. several times from July 20, 2020, through
July 24, 2020, which regrettably proved unsuccessful. Metro
by T-Mobile regrets hearing of Ms.’s concerns regarding her attempts to
unlock the Apple iPhone 7 device. Unlocking
a phone enables Ms. to use her phone on a compatible carrier’s network.
To complete an Unlock with Metro by T-Mobile customers must meet the following guidelines: Phone
Requirements:The
phone must be a Metro by T-Mobile Phone.Note:
Unlocked phones can only use networks of the same type. For example, an
unlockedGSM-only
phone will only work with another carrier’s compatible GSM network. It will notwork
with another carrier’s CDMA network. Unlocking NAME phone does not guarantee
thatthe
phone will fully work with all competing carrier’s services and features.Service
RequirementsThe
handset must have had active service for a minimum of one hundred eighty (180)
consecutive days from the individual phone’s activation date.Note:
For warranty exchange handsets, the original phone’s activation date counts as
thebeginning
of the one hundred eighty (180) days, not the activation date of the warranty
exchangehandset.
Unlocked phones can only use networks of the same type. For example, an
unlockedGSM-only
phone will only work with another carrier’s compatible GSM network. It will notwork
with another carrier’s CDMA network. Unlocking NAME phone does not guarantee
thatthe
phone will fully work with all competing carrier’s services and features.Please
be advised, as a courtesy, although the handset was not showing active for 180,
Metro by T-Mobile processed and approved the unlock for the Apple iPhone 7 as
requested by Ms.. In order to
complete the process Ms. must complete the following steps:Remove your SIM card and insert the new SIM card.Complete the setup process.If you don't have another SIM card you can use, follow these steps to complete the process:Back up your iPhone using iTunes.When you have a backup, erase your iPhone.When you see the Welcome screen, connect your device to iTunes.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-MOBILEFelicia PExecutive Response
IN LAST MARCH I HAVE BAD PROBLEM WITH MY IPHONE 8 FROM APPLE. I PURCHASE THIS PHONE 2 YEARS AGO AT METRO PCS IN HOWE AVENUE, SACRAMENTO, CA.
THE PHONE WAS DEAD FOR MORE THAN 2 MONTHS, UNABLE TO WORK AND I WENT AND CALL METRO MANY TIMES AND THEY SAID THE PHONE IS NOT GOOD ANYMORE IS DAMAGE AND YOU HAVE TO GO TO APPLE. SINCE QUAREENTEN I HAVE TO STAY HOME AND UNABLE TO SOLVE ANY PROBLEM AND I WAS 2 MONTHS WITHOUT PHONE. I WENT TO METRO PCS TALK TO A MANAGER AND TELL HIM I AM NO ABLE TO PAY SERVICE THIS 2 MONTHS BECAUSE MY PHONE IS NOT WORKING THEY SAID WILL GIVE YOU CREDIT WHO THEY NEVER DID IT!!
I HAVE TO BUY ANOTHER SAMSUNG PHONE ON LATE MAY WHICH I HAVE IT AND THEY NEVER GIVE ME A CREDIT FOR 2 MONTHS WHEN I HAVE NEVER USED.
PLEASE HELP ME IN THIS MATTER. MY PAY A MONTH IS $40.00
THANK YOU,
***
Product_Or_Service: Apple //
Account_Number:
July 23, 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-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated July 16, 2020, regarding the above-referenced account. Metro by T-Mobile regrets to hear of Ms.’s device concerns. Metro by T-Mobile records indicate on March 23, 2020, Ms. contacted Customer Care to troubleshoot her Apple iPhone SE as the device screen was frozen. As the troubleshooting steps Customer Care attempted did not resolve the matter, Ms. was advised to contact Apple directly. Unfortunately, the device was purchased over 2 years ago and is outside the one-year limited warranty provided by the manufacturer. Please note we have no record of Ms. contacting us prior to March 23, 2020, indicating she was not able to use her service. We are unable to confirm her call or data usage past April 6, 2020, as we do not store this information as we are a prepaid service.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. It is important if customers experience any difficulties with the service, that they provide Metro by T-Mobile details of the problem within a timely manner, including the date, time and the areas in which it occurred, including the major cross streets. Please note 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. Metro by T-Mobile respectfully declines Ms.’s refund request for two months of service. It should be noted that Metro by T-Mobile is a prepaid non contractual company. As indicated in our Terms and Conditions, which are available for review at 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.”Additionally, for customers who experience issues with their device, Metro by T-Mobile does attempt troubleshooting; however, it should be noted our troubleshooting capabilities are limited. Once our troubleshooting options are exhausted, Metro by T-Mobile refers customers to the manufacturer of their device. Metro by T-Mobile regrets any inconvenience to Ms., and we appreciate her business. Upon discussing this matter with Ms. on July 19,2020, Metro by T-Mobile explained the above. As a gesture of good will, Metro by T-Mobile has advised we have applied a $20.00 credit to the account for her inconvenience. After the credit applied to her account, she has a balance of $20.00 due on August 5,2020. Ms. agrees to our offer 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 425-689-***.Very truly yours,METRO BY T-MOBILEDolly A Executive Response
Cell phone very rarely has servic
Product_Or_Service: Samsung //Unlimited
Account_Number:
July 24, 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-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in
receipt of your correspondence dated July 19, 2020, regarding the
above-referenced account. Metro
by T-Mobile regrets to hear of Mr.’s coverage concerns. Metro by T-Mobile is always working to
improve its coverage, and we regret any service issues Mr.’s may have
experienced. Metro by T-Mobile has
verified the address provided in his letter to your office, and based on the
coverage map, confirms his account address is in a moderate coverage area with
no known issues. However, towers in his
area are undergoing modernization and will be completed by early August. It should be noted that although he may not
be directly impacted by this, it is recommended that Mr. restart his
device on a daily basis to ensure that the device is functioning properly. Metro
by T-Mobile respectfully declines Mr.’s refund request for half his
service costs for the time he has been with Metro by T-Mobile. It should be noted that Metro by T-Mobile is
a prepaid non-contractual company. Records confirm that his current $50.00 rate plan offers unlimited calls, text
and data, and have confirmed that his service has been used adequately in
respects to his plan. Metro
by T-Mobile Terms and Conditions regarding our refund policy can be found at https://www.metrobyt-mobile.com/terms-conditions-service,
which indicate, “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.”Please
note we have no record of Mr. contacting us within the last 30 days with
concerns regarding his coverage. It is
important if customers experience any difficulties with the service, that they
provide Metro by T-Mobile details of the problem within a timely manner,
including the date, time and the areas in which it occurred, including the
major cross streets. Please note 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. Please note, Mr.’s
last contact to Metro by T-Mobile was on June 8, 2020, requesting the unlocking
of his device, which was completed. Additionally,
customers who experience issues with their device, Metro by T-Mobile does
attempt troubleshooting; however, it should be noted our troubleshooting
capabilities are limited. Once our
troubleshooting options are exhausted, Metro by T-Mobile refers customers to
the manufacturer of their device.Upon
discussing the account with Mr. it was explained that all though we do
not directly agree with a refunding him as the terms of our service are
mentioned within this letter as well as above, we will offer a partial refund
of $30.00 that will be mailed to him directly. 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 ***. 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*** AExecutive Response
Metro contacted me and said they were willing to send 30.00 to my account to settle a comllaint I did with Revdex.com for their poor service. They never did send the money. Product_Or_Service: Samsung //Unlimited Account_Number: ***
DesiredSettlementID: Other (Requires Explaination) For metro to send the 30.00 dollars to me like they said it would. *** contacted me from metro by e mail *** is her e mail address
Tell us why here... 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 August 7, 2020, regarding the above-referenced account. Metro by T-Mobile regrets to hear Mr. had not received the refund. As indicated in our last response, Metro by T-Mobile had agreed to mail a check to Mr. in the amount of $30.00. However, it was found that we would be able to process a refund to him via his credit card. Upon discussing the account with Mr. on August 10, 2020, and again today August 18, 2020, Mr. confirmed the refund has been received in the amount of $30.00. 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 ***. 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*** A Executive 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
I paid a month in advance for a total of 94 +5 dollars. I cancelled services because there was an unauthorized third line on my account. I demanded hay they refund me my money and was promised by an agent. I got disconnected and the next agent said I had to go through my bank because of their terms and conditions.
July 23, 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-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated July 16, 2020, regarding the above-referenced account. Metro by T-Mobile regrets to hear of Ms.’s account concerns regarding her payment of $94.00. Metro by T-Mobile records indicate Ms. subscribed to the two lines for $90.00 rate plan with unlimited talk, text, and data with 15 GBs per month. On May 16, 2020, Ms. added an additional line that was free of charge. Ms. normally paid her bill on the 14th of each month as her due date was the 20th of each month. It is important to note Ms. was not on AutoPay each month. However, on July 4, 2020, and July 6, 2020, Ms. remitted a series of two payments totaling $94.00 for the new billing cycle that would start on July 21, 2020.On July 17, 2020, Ms. had contacted Metro by T-Mobile’s Customer Care to cancel the service and additionally requested a refund for $94.00. Upon review of the account, our Customer Care advised that her refund would be better processed through her banking institution if she disputed the payment with them directly. Upon review of the account, Metro by T-Mobile is not able to refund Ms. through the original credit card as the account was canceled. However, Metro by T-Mobile would work on processing the refund of $94.00 in the form of a check. However, we are waiting to receive correspondence from Ms. confirming her mailing address, and once processed and approved the refund can take up to five weeks for delivery. Metro by T-Mobile request’s that Ms. contact our office at the number below to provide the information needed. Metro by T-Mobile regrets that Ms. is no longer apart of the Metro by T-Mobile family, but us happy to resolve 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-MOBILEDolly A Executive Response
I went to the Metro by my home(7245 Rockbridge Rd Ste 700, Lithonia, GA 30058 (770-498-1212) on July 3, 2020. I wanted to start new service and purchase a iPhone 11; First I had an iPhone 10 that was fully paid for Mohammand O advise me I couldn't get an iPhone11 because it would take months to get because of Corona and no metro store has them. Then he told me I could not switch my iPhone 10 but it would take months for Sprint to unlock the phone and we would have to purchase new phones. I found out this was a LIE. I went back to store on July 5,2020 since the July 4, was a holiday. I asked for a refund Mohammand said we don't due refunds I ask for manager he said he is manager. He then said I'll call district manager. He got someone on phone whom he said they said no refunds. I stated the policy says I can refund w/in 7days. He then took my phone and said I had more then 40mins and text count as talk time. I as to speak person on phone. He said no. I ask for district manager name he said no. After persisting he gave me the name Angelic Williams. I ask for store number he said they don't have one. This Man Lied to me about the iPhone 11 not available at any Metro and not being able to switch my iPhone 10 over and had me spend money I didn't need to and refuse to refund me my money when I was with in the policy. This man is just a complete liar and i'm very unhappy about it.
Account_Number: 404-275-
July 29, 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 15, 2020, regarding the above-referenced account. Metro by T-Mobile regrets any handset concerns Ms. has regarding the account and we appreciate the opportunity to address her concerns. On July 3, 2020, Ms. activated the account with the mobile numbers ending in ***, ***, ***, and ***. Ms. subscribed to the 4X120L4 rate plan at a cost of $120.00 per month which includes unlimited minutes, unlimited messages, and unlimited data at up to 5G speeds depending on network and device capability. Additionally, Ms. added the NW Premium Security Bundle feature at a cost of $10.00 per month per line of service to the mobile numbers ending in ***, and ***. Therefore, Ms.’s monthly recurring charges are $140.00 plus applicable taxes and fees.On July 3, 2020, Ms. purchased the following for at retail price:• An Apple iPhone SE handset associated with the mobile number ending in ***.• An Apple iPhone 7 handset associated with the mobile number ending in ***.• An Apple iPhone 6S handset associated with the mobile number ending in ***; and,• A Samsung Galaxy A01 handset associated with the mobile number ending in ***.Please note Metro by T-Mobile provides the MetroPROMISE for new activations and new handset purchases which allows customers who purchase a handset at a retail location a seven day return period allowing them to use the handset for less than 60-minutes to see if it meets their needs. 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. The Terms and Conditions of Service can be found at www.metrobyt-mobile.com/terms-conditions-service.On July 5, 2020, Metro by T-Mobile records indicate Ms. visited a local retail location for assistance with troubleshooting the quality of service but does not indicate Ms. requested to return any handset at that time or any time during the MetroPROMISE return period. As such, the handsets mentioned above are not eligible to be returned for a refund.Nevertheless, on July 28, 2020, as a courtesy and means to amicably resolve Ms.’s concerns, Metro by T-Mobile applied a one-time courtesy account credit in the amount of $20.00 which resulted in a credit balance of $99.16 and will be applied towards the monthly access charges on the next cycle date. Should Ms. have any questions regarding this matter, or the information provided, she may contact our office at the number listed below. Please be assured Metro by T-Mobile strives to provide world-class service to all of our customers on every 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 a local retail location. 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 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-MOBILECarlos TExecutive Response
I went to purchased a phone from metro PC, the agent justin told me about this great plan from smart pay. After getting the phone I also added a new line that comes with a free phone. I had to return the phone to smart pay because when I got home and read my lease agreement I realized that was a scam. After returning the phone I am now been charged for the free phone. I'm very upset , the agent justin at the west colonial branch sold me a lie. Shop address is 2554 w colonial drive Orlando fl 32804
Product_Or_Service: Samsung //
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: xxxxx***To Whom It May Concern:Metro
by T-Mobile is in receipt of your correspondence dated July 15, 2020,
regarding the above-referenced account. Metro
by T-Mobile regrets any difficulties Ms. experienced when purchasing
equipment via SmartPay. Please note that
SmartPay is a third-party vendor that offers Metro by T-Mobile customers
lease-to-own plans to purchase smartphones and accessories with convenient
monthly payments. Metro by T-Mobile would like to assist Ms.
*** in this matter, however, as the leasing program is operated by the
third-party vendor, SmartPay, any disputes regarding the leasing agreement must
go through SmartPay’s Customer Service, which can be contacted directly at 1-855-441-2657. Please
be assured that Metro by T-Mobile strives to provide world-class service to all
of our customers on each and every 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 retail location In an effort to amicably resolve Ms.
***’s concerns Metro by T-Mobile has applied a credit equal to a month of
service in the amount of $80.00 as a one-time courtesy bringing Ms.’s
account to a zero balance. Metro by
T-Mobile regrets any inconvenience 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
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
I have tested positive for covid 19. I have struggled to pay my bill. I needed a 4 day ext but they claim they must disconnect and it be off for so long before they can do anything. Throgh their ads it sayd they will help families with covid issues. It they cut my phone off my kids can work on their schooling. I CAN pay my bill I just been in the hospital and needed an extension. If they are helping thru the pandemic like everyone says then they need to not be open. Its sad we legit got hit qith covid in our house and the onoy help is to drop lines on my account or terminate. I have been a customer for 6plus years and this is how I was treated.
Product_Or_Service: LG //
Account_Number:
July 23, 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 July 17, 2020, regarding the above-referenced account.
Metro by T-Mobile regrets any concerns Ms. had regarding payment extensions. Please be advised Metro by T-Mobile as a prepaid service provider was not offering a deferment option as one of our responses to the COVID-19 public health crisis. Our offers consisted of a lower priced rate plan at $15.00 per month, additional hotspot options at no additional cost, or unlimited 4G LTE highspeed data. More information on our COVID-19 response can be found online at https://www.metrobyt-mobile.com/ongoing-updates-covid-19. Please be advised for qualifying customers whose accounts have already been suspended, a 72-hour extension of service may be available, or anniversary date changes may also be another option.
Upon speaking with Ms. on July 17, 2020, she confirmed Metro by T-Mobile’s customer care was successful in providing her with an anniversary date change to July 22, 2020, which provided her with the additional time to make her refill payment of $110.00. As a courtesy to Ms., Metro by T-Mobile offered her a $30.00 credit which was accepted. This credit updated Ms.’s next refill payment to $90.00 and was due on July 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 ***.
Very truly yours,
METRO BY T-MOBILE
Thomas M
Executive Response
On June 4, 2020, I put in a claim with *** , thru Metro at *** because my LG cell phone just died and ,my husband's phone was going in and out, so we went to Metro on , both phones were brought in 2016 , we went to a Metro dealer on ***, on the 9th and my husbands' phone was fixed, but mine was dead, he couldn't fix it; at the time, he said our phones were old, I have receipts that we brought two phones, so when we were told that my husband and my phone were brought. , I was told from *** that we received replacement phones, I was told that if I did not return the replacement phones we told that we would not get reimbursed for the 100.00. I talked to 5 *** assistant and have receipt of the broken phone from the Post Office dated 6/16/20. I told them the package to send back the phone was thrown out by the dealer ANEZ, he said it would not matter just throw the phone away. which we did not listen because we put the claim in already. the *** reps refuse to reimburse us for the 100.00 they insist we have the replacement phone but we did not receive it and have no reason to lie.
I tried to tell them that we did not received anything but the package to send back the phone, that if we had replacements phones we would not have brought 2 new phones for 192.00. when I called *** insurance to have my husband claim dropped because his phone was fixed and he decided to keep both the LG and the Moto stylist phone. *** told me that on the 9th they sent out replacement phones, on the 9th, the same day my husband and I brought two new phones.
Name ANEZ *** Phone: ***
Phones in question are *** account holder: ***
husband's *** is phone numb
Account_Number:
July 23, 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 14, 2020,
regarding the above-referenced account. Metro
by T-Mobile has made attempts to reach Ms. which have proven
unsuccessful. As such, Metro by T-Mobile
will attempt to address Ms.’ concerns within this letterMetro
by T-Mobile regrets any concerns Ms. experienced with replacing her Metro
by T-Mobile devices. Records reflect that
Ms. has multiple lines on her Metro by T-Mobile account, however the
mobile number ending in *** is currently the only mobile number that is
currently subscribed to Metro by T-Mobile’s Premium Handset Protection service, which is provided by ***, at an additional rate of $3.00 per month
to add additional coverage aside from the limited one-year warranty provided to
Ms. for equipment purchased directly from Metro by T-Mobile. Records indicate that on June 12, 2020, Ms.
***’ mobile numbers ending in *** and *** had recent device changes,
however we are unable to confirm if the devices were provided by the insurance
or through the warranty program associated with the Motorola G Stylus and LG
K20 Plus being used on those lines. It
is important to note that each set of equipment purchased from Metro by
T-Mobile comes with a limited one-year warranty, and should it need to be
replaced, customers such as Ms., have the ability to obtain a replacement
directly at a participating Metro by T-Mobile location or through the
manufacturer of the device. Should
customers wish to replace it through Metro by T-Mobile, a processing fee is
assessed to do so. Regrettably,
Metro by T-Mobile is unable to review any claim status information associated
with Ms.’ claims. Should Ms.
have concerns over a deductible that was assessed in association with her
claim, she may contact *** directly at 1-866-862-3397. 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-MOBILEAdrianne FExecutive Response
I charged my phone this past Saturday night. When I awoke it would not turn on. I tried change chargers, I just get a ? mark and battery sign. I waited till Monday, today, because I had no other phone to use. I went to the Metro store on Wesley Chapel Rd, in Decatur GA 30035. I purposely dressed with a mask and there were no customers in the store. Only one male employee and I told him the problem. He called for I think her name was Monica, the manager. He told her the problem. She was the rudest person I've ever encountered in a place of business. She didn't offer to pull up my account just told me to taka insurance brochure and she went back to the obvious personal phone called she was on. I complained about her service and she said all well there's nothing we can do. I called the insurance number in the pamphlet and spoke to Assurant. After several questions I was told its a manufactory warranty issue and I needed to take it to a store and get a new phone at no charge. I went to the second store on Flat Shoals Pwk in Decatur and nice lady told me I needed to go to the main store down the street on Candler Rd. I get there hours before closing but they had a "Closed for Cleaning Sign" on the door. This is the worst. I have no home phone and I have medical issues that require me to have a phone or some type of alert on at all times. I've been approved for sprint services because I don't believe that Metro PCS believes in customer service. I'm stuck her with a phone that does not work. I've gone to 3 stores and no one would help. I can't believe the level of service
Product_Or_Service: LG /500/Unlimited
Account_Number:
July 22, 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-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in
receipt of your correspondence dated July 14, 2020, regarding the
above-referenced account. Metro
by T-Mobile regrets to hear of Mr.’s device concerns. Metro by T-Mobile
records indicate that Mr. once subscribed to the $50.00 unlimited talk
and text LTE with 5GB hotspot plan. In
addition to his plan, he also subscribed to the Premium Security Bundle Premium
Handset Protection (PHP) at a cost of $10.00 per month since activation on June
25, 2019, that covers his LG K30. The
insurance covers loss/theft, accidental damage, including liquid damage and
malfunctioning devices due to mechanical or electrical issues. PHP is a handset insurance feature offered to
Metro by T-Mobile customers and is serviced by Assurant, a third-party company,
whom operates as a separate entity from Metro by T-Mobile. The feature can be added by the customer at
the time of purchase of a handset and can be removed at any time. The deductible
for a lost/stolen LG K30 handset while on PHP is $50.00. Customers must send to
Assurant, within thirty (30) days after their request, or as soon as practical,
signed, sworn proof of loss which sets forth, to the best of your knowledge and
belief with the below additional info can be found at https://www.metrobyt-mobile.com/protectionfaqs#:~:text=You%20may%20also%20call%20Assurant,number%2C%20serial%20number%20or%20IMEI. Metro by T-Mobile has no bearing over the
claims process. The Terms and Conditions for PHP coverage, details, and way to
file a claim can be located by calling 1-800-316-2075 or visit Assurant’s
website at https://fastclaim.com/metro/.Alternatively,
should Mr.
*** need to exchange his cell phone and it is covered under our warranty
policy, please visit a Metro by T-Mobile store or an authorized dealer. Our store locator can be used to find the
nearest repair/exchange center. Not all
warranty options are available at all locations. Warranty exchange fees are
subject to change. All warranty options
exclude exchanged phones 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
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. It is important to note
the account is no longer active with Metro by T-Mobile as Mr. ported his
service to a new provider on July 14, 2020. Regrettably,
we have no indication or notes reflecting that Mr. has visited a Metro
by T-Mobile location or contacted us regarding this matter until this letter
was received from your office. As
our Metro Promise explains our Terms and Conditions, we do not provide refunds,
or credits for monthly service, application download, and other fees. This
information can be viewed at
https://www.metrobyt-mobile.com/why/MetroPROMISE.html. Therefore, Metro by
T-Mobile respectfully declines Mr.’s request for a refund for services
rendered for the past three months.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 T-Mobile employee failed in any way to display that
during Mr.’s recent visit to our retail location. We appreciate his feedback and again regret to
hear of his experience.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-MOBILEDolly A Executive Response
On July 7th I paid $75 for the months of July August and September; each month totaling $25. On the 11th of July I went into Cell Touch store located at 245 N Acadian Thruway St, Baton Rouge, LA 70806 to have my services moved from one phone to another. Because I was changing from a basic flip phone to a smart phone, I was told that the new monthly fee would be $30 and no longer $25. I agreed to the change. I found out on today from Metro PCS Customer service that I was charged $26 for a plan change and $15.78 for a device change neither of which was I informed of by the store. I added two additional lines in the amount of $30 each, however, I also found out through customer service that I was charged $30 for one line and $50 for the other additional line that I added and not the $30 each charges that were we discussed and agreed on in the store. I was also billed $155.00 for activation fees. I was told all of this information by Metro PCS Customer Service who said they could not help me and I was directed back to the store in question, who in fact referred me to call customer service. No one seems to know what's going on. It appears that it's a non ending cycle of confusion. It also appears that there are hidden charges to the consumer. I've gone on metro pcs website and searched for a long time and could not find any place to file a complaint.
Product_Or_Service: Motorola /Unknown/Basic
Account_Number:
July 22, 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-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated July 13, 2020, regarding the above-referenced account. Metro by T-Mobile regrets Ms. had any concerns with her account, and we appreciate the opportunity to respond. Metro by T-Mobile records indicate as of July 1, 2020, Ms. was subscribed to a $25.00 rate plan for her line of service ending in 1913. On July 7, 2020, Ms. remitted a payment in the amount of $75.00 which was used for her service from July 7, 2020, through August 6, 2020, and Ms. had a credit balance in the amount of $50.00 at that time. On July 11, 2020, Ms. upgraded her handset and was charged a Device Change Fee in the amount of $15.78. Additionally, Ms.’s rate plan was changed to a $30.00 rate plan which caused prorated charges and Ms.’s credit balance decreased to $29.88. On July 12, 2020, Ms. activated two additional lines of service with their own handsets and subscribed to the $30.00 rate plan per line. Please note, these transactions were processed at a third-party retail location and as such she would be subject to the terms of the retail location. Due to the above-mentioned changes and fees assessed to Ms.’s account her credit balance was further reduced to a credit balance of $15.88 to be used towards service dates from August 7, 2020 through September 6, 2020. Upon speaking with Ms. on July 16, 2020, we reviewed the above mentioned information and advised she would need to work with the third party retail location to gain additional information for the payment she remitted in the store, as we do not have access to that information. Additionally, to amicably resolve this concern Metro by T-Mobile provided Ms.’s account with a credit in the amount of $34.12 which increased her credit balance to $50.00 and as such it would be used towards her future services. 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 at425-689-***.Very truly yours,METRO BY T-MOBILEAshley SExecutive Response
Returned phone bought ($234.07) two weeks. Broke. Reurned to store for warranty. Warrantee approved. Replacement phone returned to store. Store and 1st line manager will not provide us repaired phone or refund money. Said because we changed cell carrier (due to family emergency) before the warranted phone returned, are under no obligation to return phone.
Synopsis: Purchased phone failed within the warranty period, returned to store for repair, we changed carriers because of family emergency, new phone arrived store, manager took phone and will not return phone we purchased or money.
*** and *** Account_Number:
Tell us why here...July 22, 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-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated July 13, 2020, regarding the above-referenced account. Metro by T-Mobile is pleased to report to your office that upon speaking with Mr., we have resolved his concerns to his satisfaction.Metro by T-Mobile regrets any concerns Mr. experienced regarding his warranty replacement process. Metro by T-Mobile records indicate that Mr. purchased a Samsung Galaxy A20 on June 15, 2020. It is important to note that upon purchasing equipment from Metro by T-Mobile, Mr. is eligible to receive a warranty replacement either from Metro by T-Mobile directly so long as the device meets the requirements under the limited one-year warranty for a replacement, or Mr. may work with the manufacturer of the device directly for repair/return options within the one-year limited warranty.To be eligible for an exchange with Metro by T-Mobile, the account must be active. Upon review, Mr.’s account was cancelled on July 8, 2020, as he transferred his mobile numbers to a new wireless provider. Mr. would have to work with the manufacturer directly to obtain support for his device due to the account no longer being eligible to receive a replacement directly through Metro by T-Mobile. However, on July 16, 2020, Metro by T-Mobile provided Mr. a replacement Samsung Galaxy A20 and emailed him instructions for unlocking the device to be able to use it on a different carrier. 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 the opportunity to resolve 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 425-689-3444.Very truly yours,METRO BY T-MOBILEAdrianne FExecutive 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
I went to the store Metro PCS to buy a phone on Thursday 9th of July two to three hours later the phone wasn't working anymore when I realized it went back on Friday morning soon as they open they told me bad Tarragona replace my phone to go back Monday I went back Monday they told me that the phone was messed up that it was my fault that I had to take it to corporate in case I wanted to get it exchanged
Product_Or_Service: Other //
Account_Number:
July 23, 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 13, 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 satisfactionMetro
by T-Mobile regrets any concerns Mr. experienced with the return of
his device. On July 10, 2020, records
indicate that Mr. activated his account with mobile number ending in
*** with an Alcatel Go Flip3 device. Upon further review, account records reflect that Mr. visited
the retail location and that a replacement had been ordered due to lack of
inventory to replace the Alcatel Go Flip3 in-store. 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. The MetroPROMISE details: 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. On
July 21, 2020, Mr. was issued a refund in the amount of $70.43. On July 22, 2020, Mr.’s account was
cancelled. On July 23, 2020, Metro by
T-Mobile confirmed Mr. was satisfied with the resolution provided and
had no further concerns. Metro by
T-Mobile regrets any inconvenience to Mr., and we appreciate the
opportunity to resolve 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-MOBILEAdrianne FExecutive Response
My phone service went out in the latter part of June. I called to have my bill credited for the time I was unable to make or receive calls which I missed several money making business calls for my Veteran Housing project. I called Metro and was told they would credit my account $20 and nothing would change. Since then I have been receiving HORRIBLE internet service. So today was the last straw and I called in and the rep did not know what she was talking about. She told me I had unlimited data then stated I had reached my max in high speed data contradicting herself. She stated I was changed to a $30 plan instead of the$50 which was not authorized. I was under the impression I was getting a $20 credit. So now today the rep gave me the run around for what I could understand from the conversation as she kept contradicting herself. I was told now I owe extra money for the next payment. Instead of paying $50 I now have to pay over $60 so in essence I received NO CREDIT for the time my service was out. This is POOR BUSINESS PRACTICES for a company as large as MetroPCS.
Product_Or_Service: Samsung /Galaxy S9plus/Unlimited
Account_Number:
July 22, 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 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated July 14, 2020, regarding the above-referenced account.
Metro by T-Mobile regrets any concerns Mr. has regarding his service and account. Our records indicate Mr. was subscribed to Metro by T-Mobile’s $50 UNL LTE + Google One rate plan at $50.00 per month which included Unlimited data w/5GB HotSpot (capped HotSpot) from June 5, 2020, through July 4, 2020. On June 16, 2020, Mr. contacted Metro by T-Mobile requesting compensation regarding issues with his service the day prior. During this call the rate plan was also updated to our $30 2GB LTE Data rate plan at $30.00 per month which included 2G of data to be future dated to begin on the next billing cycle beginning on July 5, 2020.
On July 13, 2020, records indicate Mr. contacted Metro by T-Mobile regarding concerns with his data usage. Mr. was apprised of the changes made on June 16, 2020, and that he had utilized the available 2GB in full. To assist Mr., his rate plan was returned to the $50 UNL LTE + Google One rate plan.
Upon speaking with Mr. on July 15, 2020, we offered an account credit of $40.00, returning the account to a credit balance of $25.34. Mr. accepted this offer as resolution to his concerns. 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 425-689-3462.
Very truly yours,
METRO BY T-MOBILE
Thomas M Executive 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
Service completely drops several times a day on all 4 of our lines. Metro doesn't do anything but reset which does not work. The individual location will not answer the phone and nobody will give me a location for an actual "real" service center. The locations I go to to pay bill, etc. look at phone and say their fine. Customer services does absolutely nothing. I can't prove it but sprint has something to do with this, many people I know have the exact same problems.
July 22, 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-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in
receipt of your correspondence dated July 10, 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 experienced regarding
the account and we appreciate the opportunity to address his concerns. On July 15, 2017, Mr. activated the
account and has four voice lines of service with the mobile numbers ending in
***, ***, ***, and ***. Mr.
is subscribed to the 4UNL100 rate plan at a cost of $100.00 which
includes four voice lines of service, unlimited minutes, unlimited messages,
and unlimited data at up to 4G/LTE speeds depending on device capability. Mr. added the Mexico and Canada
Unlimited feature at a cost of $5.00 per month to the line of service ending in
***. Therefore, Mr.’s monthly
recurring charges are $105.00 plus applicable taxes and fees.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 which is explained
within the Terms and Conditions of Service and can be found at www.metrobyt-mobile.com/terms-conditions-service. Metro by T-Mobile has verified Mr.
***’s primary place of usage address and based on the coverage map, confirms
the address is in a low coverage area with no known issues, and no current
modernization in progress. It is
important that 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. Please note 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. Upon investigating Mr.
***’s concerns, Metro by T-Mobile has determined, and Mr. confirmed, the
coverage is working as expected. Please
be advised Mr. purchased a new Samsung Galaxy A20 handset which resolved
his service concerns.On
July 21, 2020, upon contacting Mr., he confirmed his services are
functioning properly at this time. Should Mr. have any questions regarding this matter, or the
information provided, he may contact our office at the number listed
below. The account currently reflects an
amount of $105.00 due by August 14, 2020. 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
I change my phone in authorized dealer metro in may 7 2020 located 1838 tamiami trail punta gorda fl 33950 and the dealer change my plan and desactive the international call and call to metro call center and and told me that I don't have this plan nobody asume the desactivation the plan that I had for a lot of years Metro and the dealer and I payd for tree month the plan that I dind't have. I pay $60.00 and I didn't had international call.Nobody want reinstal my old plan and didn't call to another country.The company Metro PCS and the dealer don't assume the responsability.
Product_Or_Service: Samsung /samsung/unlimited call and international call
Account_Number:
July 22, 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 13, 2020, regarding the above-referenced account.
Metro by T-Mobile regrets any concerns Ms. has regarding international calling. Metro by T-Mobile records confirm Ms. is on our $50.00 unlimited talk, text, and data rate plan with the optional Global Voice Unlimited feature for $10.00 per month which allows unlimited international calling to landlines in 12 countries including Chile.
Upon speaking with Ms. on July 14, 2020, Metro by T-Mobile placed her on our grandfathered World Calling feature for $10.00 per month which also allows unlimited calling to Chile. Ms. accepted this change as full resolution to 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 425-689-***.
Very truly yours,
METRO BY T-MOBILE
Thomas M
Executive Response