Metro PCS Customer Service Issues

I had a data top-up payment stolen, and my account was not credited, leading to my service being turned off. Despite speaking with multiple representatives who made promises regarding the data they would provide, I am frustrated with the situation. I am currently experiencing throttled speeds even though I am on the $60 unlimited plan and would like my 4G reset. I am willing to power cycle on my end but need assistance from customer service. I believe I should receive the 2GB data maximizer now. Something seems to be amiss as I am topping up excessively without using much data. I kindly request my 4G LTE speed to be restored promptly as I am struggling to go online with the current throttled speed. I hope for your cooperation in resolving this issue.

This is my first time using Metro, and I am facing issues as the store won't help with a card that has no PIN. None of the customer service representatives I spoke to were able to assist, and I feel frustrated about the $35 I spent on the phone card. I do not want the phone anymore after spending over $[redacted]. Is there any solution to this situation?

I bought a Samsung Galaxy S3 in the spring of [redacted]. Later that year, I switched my service to T-Mobile prepaid, thinking I could use the T-Mobile SIM card in my MetroPCS phone since they are both related. Unfortunately, I didn't realize it needed to be unlocked for this to work. Now, I'm looking for assistance in unlocking my phone to continue using it with my current service provider.

I am quite shocked by what happened today. I was approved for a loan in Hayward, CA but couldn't complete my purchase. When I tried to use my loan benefits at a nearby Metro location in Pleasanton, CA, I was given wrong information about the dealer's location. This caused a lot of wasted time and frustration, especially since it resulted in my child traveling without a phone, causing me great worry. I am disappointed and considering leaving Metro due to this experience. Even my company, with over 50 employees using Metro, may also switch providers. When speaking to Supervisor Michelle (ID#[redacted]), she was rude and unhelpful, offering only a $10 credit before rescinding it abruptly. I hope we can resolve this issue satisfactorily. Regards, Angelita C.

I have been a loyal customer of Metro for years and recently bought two phones with prepaid service. Unfortunately, the service in my area is subpar with dropped calls, among other issues. I decided to switch to T-Mobile, and although my service is now active, I am facing a problem with their 90-day unlock policy. With less than 25 days remaining until the end of the 90 days, they are refusing to unlock my phones. This has left me without phone service for three days now. It's frustrating because T-Mobile and Metro are affiliated, so this should not be a complicated process. Dealing with their customer service has been unpleasant, as they have been unhelpful in resolving this issue that shouldn't even exist in the first place.

I am extremely dissatisfied with the service I received from Metro PCS. Multiple unauthorized charges were made to my account, causing a significant financial burden. I am requesting the merchant ID number to resolve this issue with my bank promptly. The unhelpful call center agents were not only difficult to communicate with but also failed to assist me effectively. I urgently need the excess charges to be reversed to avoid further financial difficulties. It is imperative that you provide me with the necessary information to rectify this situation immediately. Your prompt attention to this matter is greatly appreciated.

Hello, my name is Ruben. I am currently living in Mexico. I recently activated my MetroPCS phone on the 29th of last month with a 40 3GB data plan and added a $5 service to call from Mexico to the USA. Unfortunately, I ran out of data and purchased a $5 top-up for an extra gig, but my phone got cut off. When I try to call customer care, I reach an operator in Spanish stating the call cannot be completed. I am in a remote area taking care of my 98-year-old grandmother, and I have limited options to reach out for help. The closest store is hours away across the border, leaving me stuck without a phone and unable to contact anyone. I am willing to pay the $15 even though I currently rely on unemployment benefits and won't be paid until Monday. I am unsure why my service was cut off when my bill is not due until the 29th. Please assist me as I am stranded in Mexico.

I purchased a Samsung Grand Prime phone approximately 3 months ago. Since the beginning, the phone has been problematic. Call recipients couldn't hear me properly as my voice would come out either muffled, distant, or unintelligible. The only workaround I found was using the speakerphone function, which is far from ideal. When I visited my local Metro PCS store, they had me call my daughter, and of course, she could hear me clearly. However, she confirmed that the phone doesn't sound the same in other locations. The staff suggested a full reset, but I wasn't inclined to go through that process. Recently, during an emergency, my husband received a message from me that was garbled and full of static, similar to how others hear me. Realizing the ongoing issue, I returned to the store today. I was given two options by the saleswoman: either purchase a new phone outright or exchange it but endure over a week's wait for a replacement after turning in my current device. I'm puzzled as to why there's a delay in getting a new phone given that this is my only means of communication. The service experience at Metro PCS has been far from satisfactory and highly inconvenient. Is this the standard policy across all Metro stores? As a loyal customer for 4 years, I've never encountered such troubles with previous purchases. I'm troubled by the situation where flawed phones are sold, and customers must endure significant inconvenience to secure a replacement. I hope to receive prompt assistance regarding this matter. Thank you. - D. Knowlton [redacted].

My phone was confiscated and then stored by the police after I was wrongfully arrested on March 24th of this year. I have all the documentation to prove that I literally had no access to my phone and did not use the service in any way. I had about two months' worth of credit on my account due to a previous overpayment. I would like to actually utilize what I paid for in February. My service was recently suspended enough that my number should still be available for me to reclaim. My name is Joseph and my phone number is [redacted]. For now, until my service is restored, I can be reached at my wife's number, [redacted]. The first thing I need to know is how to submit my documents to whomever necessary. And then from there, there should be no problems. Thank you, Joseph Planesi

I misplaced my phone in my house, and unfortunately, it has run out of battery. Consequently, I couldn't hear it ring when I had a friend call. The phone tracker has identified that it is somewhere in my house. I am looking for a method to pinpoint its location more accurately. As a result of this situation, I have not been able to reach Metro PCS for assistance. Upon attempting to sign in, the verification code was sent to my phone, which is currently inaccessible to me.

I've been attempting to unlock my phone to switch from Metro PCS to T-Mobile. Unfortunately, a software update glitch has rendered my phone ununlockable. Despite reaching out to Metro PCS customer service, they haven't been able to resolve the issue and keep asking me to be patient. It's been a month now, and there has been no progress in fixing the problem. Additionally, they have failed to follow up with me as promised.

I paid the bill amount that was sent initially, but after changing the plan, the exact amount mentioned in the message did not match what was mentioned. The message said I had paid in full, but now there is another message stating I owe 30 cents along with a surcharge. If this is indeed the case, please rectify the discrepancy in the messages regarding the owed amount or the total. I chose this service as it hasn't improved since the merger with the mobile company. The same issues that led me to leave years ago still persist. I may need to reconsider staying with this company if I do not receive a full refund for the amount owed. I paid the amount requested and even added some change to make it an even amount. I do not want to see any extra charges added after the fact, as that would be illegal. I was looking to partner with a company like yours for a research project, but I am hesitant to proceed if such discrepancies continue after I click on the links sent to my phone.

Yesterday, I visited a store to start service on two phones. Unfortunately, they were about to close and recommended returning the next day. I asked about their hours for the following day, and they said they would open at 12:00pm. Today, I went back at 4:00pm only to find the store closed, despite the posted hours indicating they should have been open until 5:00pm. I went to another location to try to set up service but was informed they have been out of stock for the phone model I wanted for five days. The staff couldn’t provide a clear timeline for when they would be available. It's frustrating that beginning service with Metro PCS has been so challenging, especially because I was previously satisfied with their service and had decided to return to them.

I have been struggling to unlock my phone. Over the past month, multiple tickets have been created, but the issue remains unresolved. I was promised email instructions on what steps to take, but I have not received any communication. My phone loses service as soon as I navigate away from my home, which is quite frustrating. I was assured that I would have excellent coverage in my area when I signed up, but this has not been the case. I am disappointed by the misleading information given by the store. It is crucial for me to have consistent mobile service when I am on the go.

On February 28th, I went to pay my bill but noticed unauthorized changes to my account. Upset, I called Metro PCS Customer Service and spoke with Nadia, ID# [redacted]. She instructed me to pay $[redacted].68 for February and $[redacted] for March by March 29th, but I refused as I had been paying regularly. On March 1st, I went to the store to pay in cash due to issues with the card machine. I paid $[redacted].68 plus fees for a device change, insurance, and processing, totaling $[redacted].68. The store couldn't provide a paper receipt, which frustrated me. Despite assurances, on March 30th, I was asked to pay more, citing unpaid insurance from the previous month, which I disputed. I spoke with the manager, Joseph, and relayed my previous experience. He requested the text messages and assured me he would investigate. Frustrated by the ongoing issues, I contacted Alicia to provide the texts. Despite numerous attempts and reassurances, reaching a resolution with Metro PCS proved challenging, prompting me to escalate the matter to Corporate.

I am struggling to reach a customer service representative. I had been with MetroPCS for two years before switching to T-Mobile around Christmas. After contacting Metro and then T-Mobile, I found out my phone was locked by MetroPCS. I used the unlock app initially, but after two months, the phone is still not activated. I am now using my old LGK 20 with a cracked screen, but my husband needs a working phone. Please contact me or provide an unlock code so I can return to MetroPCS in the future. Our original phones were bought from Best Buy in [redacted], and we've been customers for over 90 days. I am finding it extremely difficult to get assistance, and I hope this issue can be resolved promptly.

I recently unlocked my phone using the provided app from MetroPCS as instructed by the representative. I followed the steps to switch to a T-Mobile SIM card, but my phone displayed a "service-disabled" message. I have been struggling with this issue while attempting to find a replacement for my husband's damaged phone. I am looking for assistance with obtaining a lock code to unlock my LG K7. I am eager to resolve this problem and would appreciate a phone call or contact number to reach customer support. Your prompt help in providing the unlock code would be greatly appreciated. Thank you for addressing this frustrating situation.

On April 19, [redacted], I switched from Cricket to Metro. I was informed by Kenny Negron that I would receive a Samsung phone, which I agreed to. Upon payment, I witnessed him scanning the phone box. While waiting for the phone's info to be uploaded, I briefly left the store but returned shortly after. Upon receiving the phone, I later realized it was a Coolpad instead of the agreed Samsung model. The phone had screen issues the next day. When I returned to the store, I was denied a replacement due to physical damage, which I did not cause. I believe I was intentionally given a defective, refurbished phone different from what I agreed to. I request a full refund and suggest investigating Mr. Negron's conduct as I suspect others may have experienced similar issues. I was in the store between 6:20 and 7 on April 19, [redacted]. Please review the security footage.

I have been a loyal customer since I was 16 and am now 33. I recently logged into my account after not using my hotspot for a while. I noticed I could add a hotspot for $5, with immediate payment required. I hoped to roll the charge over to my next bill but my phone got suspended due to the $5 I didn't have. This happened right after I paid $62 to have my service reconnected after 3 weeks of being disconnected. I find it unfair to pay so much only to get suspended over $5. This policy may drive away customers unless it's changed. I might switch services due to this experience.

On 4/26/18, my phone was stolen in Manteca while I was in San Jose. Despite trying to track it, the location discrepancy made it challenging. I then had to lock and erase it using Google's app. Planning to buy a new phone on 5/7, my boyfriend surprised me with a replacement without consulting me first. Unfortunately, the phone he bought doesn't meet my needs or match the one I wanted. He also changed the name and passcode without my permission. Although the store initially refused a return, given that I haven't used the phone for calls or messages, I hope they reconsider and allow me to return it. I aim to purchase a phone that suits my requirements and preferences.