Metro PCS Customer Service Issues

I recently discovered my phone bill and was disheartened to see that I am required to pay the full amount. My phone had been out of commission for over a week, and I only just got it up and running today. It feels unjust as I have been a loyal customer of this company for more than ten years. Thanksgiving was a disappointment as I couldn't even extend invitations due to my phone troubles. I believe some form of discount is warranted. The replacement phone I received, after a considerable delay, was faulty despite my monthly insurance payments. The company's response, suggesting to send a replacement arriving by Tuesday, is unsatisfactory.

I switched from AT&T to MetroPCS last Saturday for the AirPods promotion and purchased 5 iPhone 6s at your store. However, we are not receiving what was promised by your employee. During the purchase, the employee mentioned that we would each receive AirPods since all 5 of us switched from AT&T to MetroPCS. We decided to switch due to this promotion. After speaking with another representative the next day, they mentioned that our account was set up incorrectly and we might not qualify for the offer. Despite making calls to the store to confirm our eligibility and reassurance from one of the assistants, we are unsure if we will all receive the AirPods. We hope that this issue can be resolved so that all 5 of us can benefit from the promotion. Your assistance in this matter would be greatly appreciated. Thank you, B.

My boyfriend added me to his account after breaking my phone. I received a free phone and paid for the activation and the first month. He behaved aggressively, and I felt scared. I repeatedly asked him to leave, and he finally did on the 25th of this month. The next morning, I discovered my phone service was cut off by him. I contacted customer service to have my phone service reinstated. I had the pin as I paid his first month on September 11th and transferred my number from AT&T to Metro PCS on November 21st. I changed the pin and added myself to the account, thinking he couldn't make changes without my consent. However, Christopher told me otherwise. I only wanted my service restored, not his to be cut off. Christopher suggested my new partner should pay my bill, which I found inappropriate. I just want my phone on as I am a single mother with no transportation and safety concerns. I want to detach my number [redacted] from his account.

I have been a loyal customer of your company for approximately two years. I am considering switching to Boost Mobile to take advantage of the offer for a free Samsung phone, as there doesn't seem to be much incentive for me to stay. However, I wanted to offer your company the opportunity to retain me as a customer. Making this decision is difficult for me as I generally prefer stability, but the offer from Boost Mobile is compelling. One of your representatives mentioned that I could return after three months if I choose to leave. I urge you to contact me promptly as my bill is due tonight, and I may opt not to pay and switch tomorrow. Thank you for your attention to this matter. I am hoping for a resolution that includes receiving a free phone to replace my current ZTE Zmax. Best regards, J. J. Reading, PA [redacted]

I recently received a Samsung Galaxy On5 from a friend who performed a hard reset on the device before passing it on to me. After inserting my SIM card and logging into my Google account, I encountered an error message stating I couldn't sign in due to a recent password change, despite not changing my password in months. When I reinserted the SIM card into my Alcatel Fierce 4, it stopped recognizing the card, leaving me unable to make calls or send text messages. The SIM card is correctly inserted, but the issue persists. How can I resolve this problem and regain service on my phone?

I have been a loyal MetroPCS customer for two decades. Recently, my husband and I were in a severe car accident, resulting in the loss of our phones. With my husband recovering and unable to work, money has been tight. I bought two Coolpad phones at a MetroPCS store for $80 each, but they have been extremely disappointing. These phones are unreliable, taking several minutes just to call [redacted] in case of emergency due to their poor performance. I am frustrated with the quality and the cost. As a long-standing customer, I am disheartened by this experience. I am seeking a resolution from a manager and would like replacement phones. - Heather

My wife and I both have unlocked Honor 6X phones, and we are experiencing a frustrating issue where calls intermittently go straight to voicemail, missing important calls like one from my son's school. Even after multiple attempts, the calls may not ring through. This happens regardless of whether I’m using Bluetooth in the car or have it turned off, and our phones typically show good signal strength. We’ve checked that settings like do not disturb, airplane mode, and block caller are not causing the problem. This situation is concerning, as missed calls could have serious consequences. We’re looking for a solution to ensure incoming calls ring consistently and are not going to voicemail unknowingly.

I had a troubling experience at a Metro PCS store where I was assaulted by another customer. Despite the security guard noticing her behavior, she was not asked to leave before things escalated and she punched me in the chest. They mentioned an incident report and the possibility of involving the police, but I didn't feel safe escalating the situation further. I requested an incident report multiple times but didn't receive any response. I'm now experiencing chest pain and difficulty breathing. The incident occurred at the Campbell location on Bascom Avenue. It's concerning that the disruptive customer wasn't removed earlier. I bought a new phone during this chaos. My name is Helen, and my contact number is [redacted].

Hello, my name is Jason Zamiska. I have been a Metro PCS customer for about a year now. Prior to Metro, I used Straight Talk. The reason I am contacting you today is because approximately a year ago, I switched to Metro and got the Samsung J-3 Prime. I was quite satisfied with it until recently when it accidentally got immersed in water, causing it to malfunction. I visited my Metro store at the corner of Superior and [redacted] in Cleveland to get a new phone. Despite purchasing the same model, the replacement phone stopped working after just one week. I returned to the store, explained the issue, and was informed that it had water damage, which was not true. I was advised to buy yet another phone, which left me feeling frustrated with Metro's service. I would appreciate it if someone could reach out to discuss this matter further.

I have been consistently paying my phone bill every month, but the service I receive is appalling. Despite previous complaints and attempted troubleshooting, the issues persist. For instance, I frequently encounter problems with sending text messages; sometimes they fail to send even after multiple attempts. On one occasion, an important message I sent to my son was delayed for hours, which caused significant inconvenience. Moreover, the call history feature does not display incoming calls accurately, leaving me in the dark most of the time. Additionally, my voicemail malfunctions by deleting saved messages and retaining deleted ones. The experience is further aggravated by random interruptions during texting, resulting in the loss of my composed messages. I am beyond frustrated with the subpar service and am seriously considering switching to a different phone service provider like AT&T.

I recently purchased an iPhone 6s, and despite ordering a rose gold one, I received a model with a black back. The store did not assist with setting up the phone or transferring data. After unsuccessfully asking for help at the store, I am seeking a refund. I have dealt with Roberto at Coral Square Mall, Brenda in Fort Lauderdale, and Stephen in Davie, but so far, I only received the runaround. I have reached out to a corporate office in West Palm but no resolution yet. I am 70 years old and struggling with the phone's features. I hope to get my issue resolved soon.

Hello, my name is Sonia A. I am a MetroPCS customer. On November 17th, I purchased a new phone as my old one was not working well. Unfortunately, the new phone started giving me trouble just days after. Even after multiple visits to the store, the issue persisted. I was given a used and repaired phone as a replacement, which also had problems. This caused a lot of inconvenience during a recent trip and affected my ability to communicate effectively. I am seeking assistance to change my phone to a different model as the current one does not meet my needs for work and school. I had a negative experience with a manager named Andrea but found Lorena to be more helpful. I hope someone can address this urgent matter promptly. Thank you.

In September, I activated two phones with a promotion for a free third line. Despite the store's claim that the promo was over, contacting customer service revealed it was ongoing. They rectified my bill, credited the unwanted insurance charges, and adjusted the third line. After paying $49, I received a $[redacted] bill the following month, leaving my phones disconnected due to inability to reach a supervisor. I am seeking to restore the third line as complimentary, correct and credit my bill, and address the misconduct of the store employee, K. Jackson, at the Marshall, TX location who misled me about the promotion and mishandled my account, causing this billing issue.

I was charged $15 to change my handset, which I find bothersome. I am contemplating moving my five lines to another provider due to this charge. The recent policy change at Metro requiring a fee for changing handsets seems unjustified, especially considering it led to a suspension of my service within 24 hours after paying. Now that Metro is part of T-Mobile, I expected a more seamless transition similar to T-Mobile's policies. It would be more customer-friendly if the process was as simple as transferring the SIM card and adjusting the APN codes without incurring an extra charge. Having customers be able to make these changes themselves would also be beneficial. I will be exploring other options where I may receive complimentary handsets for having multiple lines of service. This unexpected charge and rigid policy are disappointing to me as a customer.

To MetroPCS on Warner & Goldenwest in Huntington Beach, California, I recently purchased a new phone from your store. Last night, as a 60-year-old, after buying the Oli phone, I left the store with my little dog to head to my bicycle. Unfortunately, I fell over while trying to hold onto my bike, which caused me to unintentionally leave my Metro bag behind. The bag contained two other expensive phones that I had brought in for assistance. Upon realizing this, I immediately turned back, but no one at the store had seen my fall or noticed the missing bag. It was a very unfortunate and distressing situation for me to lose those valuable items within a short span of time. I had my new phone in my pocket, but losing the other phones is quite disheartening and erodes my trust in humanity. I just wanted to inform you of what happened. Thank you.

I have been a Metro customer for over a year. Unfortunately, I am facing issues with paying for my services online or through the app. Despite multiple complaints, I keep getting told that the problem lies with my card. However, this is not the case as my card works perfectly fine at your store in person and elsewhere online. When I try to explain this over the phone, I am not being heard. This situation is causing me inconvenience as I have been unable to use my phone since your stores are frequently closed when they should be open. I work, so it's challenging to visit when your managers decide to show up. This recurring problem during my billing period is unprofessional. I have notified store employees and phone representatives about the online payment issue, but no resolution has been provided. Despite contacting my bank, they confirm there are no problems with my card. Every month, the online portal claims my card is invalid when it is not. I simply want my phone activated, yet the stores remain inaccessible during their operating hours. I even requested a two-day extension, but I am still unable to pay due to this ongoing issue. Getting in touch with anyone at the store is proving to be impossible. The payment process should not be this complicated.

I recently visited a metro store and purchased a new handset along with a smart GPS/hotspot for my car. During the transaction, I requested to change my account's due date. The representative suggested using the extension options in the metro app. I mentioned needing an extension until the 10th, and after receiving reassurance that it would suffice, I completed the purchase. However, having exhausted the two extensions and needing service urgently, I find myself without it now. Contacting customer service led to a disappointing experience. The representative, "Van," informed me that I must make a payment, leaving me in a bind as my funds are tied up until the 10th. As a loyal customer for five years, I am disheartened by this oversight. I require a swift resolution due to the critical nature of this issue.

I purchased a phone on 4/3/18, and around 10/1, the phone's speaker stopped working properly. I can hear others, but they can't hear me. This is causing a significant issue as I'm without reliable transportation. I visited your store twice—the first representative was unhelpful, but the second one today was great. However, I was told I'd have to send in my phone to get a refurbished one back, which I'm not in favor of. Additionally, there would be a $15 activation fee for a temporary phone—a cost I find unreasonable for a speaker issue that isn't my fault (as he confirmed no damage). I believe a fair solution would be to allow me to repurchase the same model (J7 Prime) for a special reduced price or even for free, considering the inconvenience and lack of communication ability. I'm frustrated with this situation lasting over two months and not being able to reach you by phone to discuss it further. A resolution where I can repurchase the phone at a discounted rate would greatly improve my experience and keep me as a customer. Thank you. S. V. [redacted] geminimom02[at]yahoo.com

I would like to inform you about an incident involving your store employees in Springfield, Illinois, which I have previously reported. Despite alerting them a month ago, the issue remains unresolved. I purchased a new phone but received a refurbished one instead. Furthermore, my debit card was duplicated, leading to unauthorized transactions totaling over $[redacted]. Law enforcement and my bank's fraud department are already involved. I am reaching out to corporate as I have made no progress with the local employees or those at the Texas office. Please address this promptly. I can be reached at [redacted]. I have been a loyal paying customer and find this situation unacceptable. It is not an isolated case, as several others have faced similar problems. I trust that corporate will handle this matter efficiently. Thank you.

I visited the store at [redacted] 4th Avenue, Brooklyn, NY [redacted] to return a cellphone bought on 09 06, but they refused to refund me $[redacted] on 09 07. The male sales rep was rude, claiming the box was ripped, though it was just open. When I returned in the afternoon, a female sales rep also declined the return. Frustrated, I left the cell, box, and receipt without proof of return. Now, Chase is handling a dispute, but the store is resisting. I feel unfairly treated and won't allow them to keep $[redacted] of mine.