Metro PCS Customer Service Issues

I added two lines to my service, which ended up costing $95. We were supposed to upgrade to a new plan, but my line didn't get upgraded while everyone else did. I find this situation horrible as the representative was supposed to fix this and contact us, which never happened. When I called the store, I was given the run around. The plan I signed up for should have been $50 for the first line and $30 for each additional line, totaling $[redacted] for 6 lines. However, my bill is $[redacted] as my original plan wasn't changed. I wanted to switch back to the new plan to pay less for better service, but I couldn't. I believe my main line should have the same service level as the others, especially since it's charged the most. I'd like to adjust my plan to match the others at $30 per line to ensure my bills are $[redacted] in the future. I feel this is a reasonable request considering my loyalty as a customer and the extra lines I've added for my family.

I experienced incredibly poor service. A few days ago, I paid my bill early before the 1st, only to find out my hotspot feature was missing when I needed it. Despite previous use and top-offs, MetroPCS claimed it wasn't part of my plan. Customer service said my data would reset on the 2nd and wanted $5 before midnight to top off. I agreed to pay it the next morning, but they disconnected my service anyway. This was a mistake considering my bill was paid and data reset. I will now switch providers due to this incident despite being a loyal customer for years. MetroPCS, be aware that I will share my negative experience with everyone I know. My month is already paid for, so my service shouldn't be disrupted until it's due.

Since March [redacted], I have been a customer of MetroPCS, starting in Florida without any issues. In May, after moving to Colorado, I have encountered two service problems. Additionally, the back of my Samsung Galaxy S7 is detaching. Despite visiting multiple MetroPCS locations, I have been informed that no assistance can be provided. Frustratingly, despite being told I qualify for a promotional upgrade, I cannot afford it due to being on disability. The alternative phone options offered were downgrades, and I am dissatisfied with the customer service in Colorado. I am upset that I am expected to pay out-of-pocket for insurance on top of a limited disability income. I would like a replacement phone, even if it is an upgrade like the S8, as my well-maintained Galaxy S7 is experiencing issues. If I do not receive a replacement at no cost, I will switch carriers and discourage others from using MetroPCS.

Dear MetroPCS Team, I have been a loyal customer for quite some time now. On November 2, [redacted], I visited the MetroPCS store on Hartford Ave in Providence to purchase a new phone due to issues with my current one. Despite facing homelessness and relying on a monthly income, I was approved for a lease but required to make an immediate payment of $58.60. The associate at the store was incredibly helpful and patient, guiding me through the process seamlessly. She assured me that all my MetroPCS needs would be taken care of. As a consumer who seeks information, education, and guidance on goods and services, I believe it would be beneficial for businesses in Rhode Island to consider factors other than just credit when determining payment schedules. Offering the option to make initial and future payments on the 25th of every month would greatly assist customers like myself. I respectfully request MetroPCS to support consumers in need by considering individual circumstances and offering flexibility in payment arrangements. Let's inspire by making a difference. Thank you, J. Rodriguez

After making a $30 payment, my Metro balance should have been around $25.59, but SmartPay deducted that amount on the 27th and almost the same amount the next day. I've been trying to reach out for 4 to 5 days to figure out where my $30 went. I can't get through to anyone - the chat directs me to a virtual assistant who can't assist, and SmartPay tells me to contact you. I have an app on my phone to make payments, so why is there a discrepancy between your system and SmartPay? My bill shows I owe $51, but in reality, it should only be $26 and some change. Where did my $30 go? I need a response today - I rely on my phone for work and need my money back. This back-and-forth is frustrating, especially when Metro claims they are not aware of the missing payment. I'm upset and need a resolution quickly.

Hello, I have been experiencing a lack of internet access since around 4 pm on Saturday, November 3. As a rideshare driver, Saturdays are crucial for my work, but due to the weak signal, I have been unable to work. This is extremely frustrating for me. I usually have Sundays and Mondays off, but if the service issue persists, I will need to work on Sunday, incurring extra babysitting expenses for my grandson. I am requesting reimbursement for the wages I lost today, which is around $[redacted] from my Saturday night/Sunday morning shift. Instead, I would accept a waiver of two months of my phone bill as compensation. I hope this problem is due to the Metro PCS network transitioning to T-Mobile for better service. However, this situation has been very inconvenient. I have been a loyal Metro PCS customer for many years, since I first got my Nokia phone in [redacted]/[redacted] and have kept my current number, [redacted], for over a decade. I have reached out for help but have not found a permanent solution yet. Many others are experiencing issues as well. I expect someone from Metro PCS to contact me this week to address this problem. If I miss your call, please leave contact information. Thank you. Updated on Sunday, November 4 at 1:21 a.m., the internet issues persist, making it challenging to send this email. Thank you. Sincerely, C.M. Security Code: [redacted]3 Phone Number: [redacted]

I have been a loyal T-Mobile prepaid unlimited customer for years, and I recently switched over to Metro PCS. Despite having good signal strength with four out of five bars, my internet speed with Metro PCS has been extremely slow. I'm unable to even stream a video on YouTube at 240p without constant buffering every few seconds. This issue is frustrating me as I didn't experience such slow speeds with my previous provider. I'm on the MetroPCS by T-Mobile $50 per month plan, and I am questioning why the service is so slow on this new network. If I don't see an improvement in the speed soon, I will have to consider switching carriers, which is inconvenient since I paid for my device upfront and already settled this month's bill. Any clarification on why the speed is so slow would be greatly appreciated.

I recently ran out of data, so I bought more, but I was charged $10 and it added $10 to my next bill without me understanding why. Despite this, my data is still slow. I can barely load a website during my five-minute drive to work. I feel like I paid $20 for nothing. I've been with MetroPCS for 4 to 7 years, enjoying their service until now. I used MetroPCS in the Army before, but I left due to hidden fees and bad customer service. MetroPCS used to be the only carrier I was completely satisfied with. Unfortunately, it seems like things have changed, and I am considering switching to another carrier next month.

Hello, I am Michelle Morgan and have been a customer since October 27, [redacted]. I need to escalate an issue to corporate regarding a mistake made by customer service on Saturday, November 3, [redacted]. On that day, my boyfriend reported a stolen phone line and customer service was unable to assist due to incorrect security information. However, shortly after, both our phone lines were disconnected. The representative who assisted us in activating our phones had difficulty communicating in English and required us to write down and sign our names from our identification while transferring our numbers from AT&T and StraightTalk accounts. Despite this, the account was later found under a different name on Sunday. After contacting the manager, we were accused of fraud. We demand our phones be reconnected and seek compensation for the disruption caused by the customer service error we experienced on November 3. We are innocent victims trying to use the service we rightfully paid for.

On 11/2/18, my MetroPCS phone was purchased using my stolen debit card at store [redacted] for $[redacted] without any ID verification. As I await the outcome of police and bank investigations, my phone remains disconnected until the issue is resolved. Feeling violated and neglected by MetroPCS, I'm hesitant to continue using their services. The lack of concern and possible complicity of the clerk in the unauthorized transaction has left me frustrated and helpless. Despite providing transaction details like Trans# [redacted]23, Register [redacted], and Csr ID P[redacted]6, the issue persists. The clerk's lack of response when questioned about ID verification adds to my distress. I urge MetroPCS to address this matter promptly as it severely impacts my daily life and pursuit of justice against the perpetrator.

I recently spoke with a representative regarding issues with my call details. They mentioned that the website should have up-to-date information, but it's consistently incorrect. I have contacted multiple representatives who provided conflicting information, mentioning system technical issues and the need to upgrade my Metro web on my phone. Despite multiple promises, none of them followed up with an update. As my call details were not updated online, I requested a credit for the services added from day one. When inquiring about an upgrade with a promotional phone, one representative said I was eligible for a free upgrade due to not switching lines, while another said I wasn't eligible as a returning customer. Today, I spoke with Mabec #[redacted], who explained that it's at the dealer's discretion to honor the free phone promotion, and she couldn't provide information on specific locations. She advised me to contact the corporate office to resolve these issues. Additionally, I tried to add my tablet, but was told it's not possible. This inconsistent information and lack of customer service is frustrating.

My phone was stolen, and my identity has been compromised. The individual who took it got two cash advances in San Francisco just 32 hours later. I'm now on my third phone with MetroPCS T-Mobile, and they have provided excellent professional service and customer care. I am trying to activate a ZTE N9560 with a new SIM card. When I went to the location on Pleasantburg Dr Cherrydale, they were unable to activate my previous phone, a Kyocera, due to a dead battery and a lock issue. I have now purchased the ZTE and need help activating it. Additionally, I am currently locked out of my primary Google account and cannot access another phone. - Rick L.

As an Army veteran, I've experienced some troubling issues with my various phones from different service providers. When I initially switched to your company, I was very satisfied and shared my positive experience with fellow veterans and friends from the military and on social media. Recently, a retired police officer and old Army buddy mentioned the capabilities of wiretapping phones to me, sparking my concern about my own phone troubles. He shared instances where certain phone company employees had misused their access to customers' information, including tampering with accounts and sharing sensitive data. I hope that the technical team at your company, who has handled similar customer concerns in the past, will address my phone and account issues promptly. I appreciate any actions taken by your company to resolve these matters. Thank you.

I would like to make a complaint about being charged $15 for the return of a damaged phone that wasn't my fault. The phone has been defective since I received it two months ago, and after returning it to the store, they charged me for the reshipment. The phone was sent back incorrectly, and they never called me back as promised. I now have a damaged phone and have to pay $15 even though the one-month warranty period has expired. The employee, Inés, was unhelpful and rude during my visit. I believe customers deserve better service and assistance in these situations.

I have a complaint regarding the advertised free iPhone SE offer at Metro. I visited the Aurora location to avail the offer and open two lines but was informed that the iPhone is out of stock and discontinued in all Metro stores. Despite inquiring at other locations, I was told there are no free iPhones available. It's perplexing to advertise a free phone and then discontinue it. I prefer Metro for my phone needs. When I mentioned about using my own iPhone and porting the number, I was told it might not work if it wasn't purchased at Metro. I own an iPhone 6s, which is the same as the one sold at Metro. Can something be done to help me receive the free iPhone and continue using Metro services?

I visited a Metro PCS store and inquired about a veterans/military discount similar to T-Mobile's. Unfortunately, I was told they do not offer such a discount. I was taken aback by the employee's rude response suggesting I should be charged extra for even asking, stating that serving in the military doesn't entitle me to anything. As a retired CW3 with 22 years of service, including combat tours and injuries, I found this disrespectful. Unless this issue is addressed satisfactorily, I will no longer be a customer of Metro PCS or T-Mobile. I intend to share my experience with my friends, acquaintances, and fellow veterans to highlight the lack of consideration and respect shown to those who served. Sincerely, Timothy V., CW3 (Ret).

My account was compromised, security measures were not followed, resulting in inconvenience and extra expenses. I am deeply upset that the company has not reached out to address this unsettling issue. Allowing unauthorized changes without my access is distressing. I urgently need to speak with a competent person to resolve this completely unacceptable situation. Not knowing what alterations were made to my account during the four-day lockout is troubling. This breach linked to a phone switch turned my account into an unknown entity with unsecured passwords. I demand answers on how my account was handed over so easily.

I visited the Carlyle Plaza location in Belleville, IL on Saturday, 11/10/18, with the purpose of purchasing a phone and adding a line for my daughter. We arrived around 2 PM and were greeted by the only employee working. After 15 minutes of waiting, I explained our intention to her. She informed us that the phone we wanted was out of stock but said a colleague from a nearby store was bringing it. Despite waiting for over 2 and a half hours, the phone never arrived. We left the store disappointed, missing a dinner reservation and causing my daughter to be late for her event. The lack of communication and long wait time left us frustrated. Two days later, I still haven't heard from Metro or received the phone for my daughter. The experience has made me question if I want to continue doing business with a company that doesn't value my time or satisfaction.

This is Charles Hayes from Spring Hill, Florida. My wife and I bought new phones here a week ago. While I didn't expect to get the same phone as my wife's, the phone I got is subpar. I rely on my phone daily for business, and it receives worse service than my old phone. One of the reasons I upgraded was because my old phone couldn't access my bank after they upgraded their system. However, I am not satisfied with this new phone. It's only a week old, and I was told there are no more available plans or discounts for 9 months. I have been a customer for two and a half years, consistently making my payments on the first of every month.

I recently purchased three new phones along with protective cases, all from the same store on the 2nd of this month. Despite the store initially giving me a replacement case due to a poor fit, my son managed to put the original case on correctly. Unfortunately, less than a day later, my phone fell a short distance and the screen shattered. The phone is still under warranty, but I'm being asked to pay an additional $50 for a replacement with a fixed screen. This situation is unfair, as it was the store that assured me the case would protect the phone, which clearly did not happen. I've spent the last three hours trying to resolve this issue, bouncing between the [redacted] number and the store, only to be met with misinformation and even a borderline racist comment about the location of the customer service representatives. I just want my phone replaced without incurring more costs, as I already spent $[redacted] on the phones and accessories that failed to live up to their promises. Please contact me at [redacted] to help resolve this matter. Thank you.