Metro PCS Customer Service Issues

On April 26, [redacted], my phone was stolen while I was in San Jose, but it was tracked to Manteca. I tried to locate it but couldn't. I then locked and erased it using the Google app. I was planning to buy a new phone on May 7. However, my boyfriend, without consulting me, bought a replacement that doesn't meet my needs. The specs are inferior to what I had planned to get, and he even changed the name and passcode to his own. When I tried to return it to the store, they refused. I haven't made any calls or texts on the phone. I want a refund so I can buy a phone that suits me. Please contact me via email as I prefer not to use the current phone.

On April 22, [redacted], I switched from Cricket to MetroPCS and opted for the $40 monthly plan, the same plan I had with Cricket without any previous issues. To address streaming problems on May 1st at 00:23, I upgraded to the $50 monthly plan at the MetroPCS store. I was promised 2 months free service and the option to choose from 3 or 4 free phones with this plan. However, the representative at the store did not provide the expected customer service by offering me the full benefits of the $50 plan. I would appreciate it if MetroPCS could honor the perks included in the $50 monthly plan for new customers, including the 2 months free service, a $[redacted] gift card, and the chance to select from the variety of free phones available. - J. W., [redacted]

Subject: Issue with Unlocking ZTE Blade Zmax I am encountering a significant problem trying to unlock my Blade Zmax. Despite multiple attempts with customer service and visits to my local MetroPCS store, I have been unsuccessful. This is concerning as I am leaving the country soon and need my phone unlocked. To provide context: - I upgraded from a Zmax Pro to the Blade Zmax in January [redacted]. - The Zmax Pro was unlocked using the Device Unlock App on April 27, [redacted]. - Even though the Device Unlock App on the Blade Zmax originally displayed it as permanently unlocked, it now fails to accept a new SIM card. - After reaching the 90-day requirement, I was assured by customer service that the phone was unlocked, but the issue persists. - The MetroPCS store recommended contacting customer service to clear the IMEI on the Blade Zmax, which was already done. - Despite a factory reset, the phone still indicates it's unlocked but won't recognize a new SIM card. As my departure is imminent, I urgently need assistance to resolve this matter. Thank you. L. A. Benson

When I signed up with MetroPCS, I received the wrong phone initially. I have contacted customer service multiple times, but each time I am told to go to the store for a replacement, which never happens. Another issue is the difficulty in reaching a human representative. It has been a year, and now other stores are offering me a free phone if I switch services. I request MetroPCS to provide the correct phone or I will consider changing providers. I hope MetroPCS can resolve this matter as per their reputation. Thank you. [redacted]

When I signed up with MetroPCS, I was given the wrong phone, despite contacting them multiple times. The store never provided the correct one as promised. Additionally, it's impossible to reach a human when I need customer support. It's been a year, and other stores are even offering me a free phone if I switch to them. MetroPCS, please either exchange my phone for the correct one I was supposed to receive initially or I will consider changing service providers. I hope that you can fulfill your promise as stated. Thank you.

I have an issue with the store because they do not understand my requests and have not replaced my phone after I asked. It is challenging for me to go back and forth to the store as I am in a nursing home and a quadriplegic. I want someone to contact me promptly as I need a new phone today, as it has been a year. It is frustrating as I struggle to reach customer service when needed. If I do not receive assistance, I may consider switching to another provider. It is not fair that my phone plan was changed without consulting me, yet I am not accommodated when I ask for a new device. I hope this issue will be resolved soon.

Per the Metro account, authorized by myself and the primary account holder, Kelly D., I am currently on the $25 plan. I am questioning why the total for two lines is $85 after taxes and fees. The explanation provided by some associates was unclear. Please provide a detailed breakdown of the bill. If I miss a call, kindly leave a voicemail with a return number and extension. Additionally, I am requesting PDFs of all prior billing statements for each 30-day period. Please send them to [redacted] and [redacted] Thank you for your assistance. Best Regards, Tim L. & Kelly D.

I have been a MetroPCS customer for almost a year. I usually pay my bill using my checking account debit card online. However, for the past two months, MetroPCS has been unable to process my payment from this account. Each time I contact customer service, I receive conflicting information. On April 9th, I spoke with Jasper, agent #[redacted], who promised tech support would investigate the issue. I was supposed to receive texts about a potential service suspension and a payment extension, but these messages never arrived. My phone service was cut off on May 11th. When I visited a MetroPCS store, I was informed that payments from First State Bank of the Florida Keys were not currently accepted. I was advised to use another card or pay in-store. This situation is frustrating, and after 60 days of inconvenience, I may need to consider switching providers. The lack of clarity and resolution from MetroPCS is unacceptable.

I recently upgraded to an Android 7.1.1, Z982. While my email receives fine, any emails I send get stuck in the "outbox." I've sought help from two Metro PCS stores and three salespeople without a resolution. Additionally, my phone freezes when using Facebook, requiring a restart. Even after updating the app, the issue persists. I had a challenging transition from a flip phone and feel frustrated to the point of considering going back. I'm hoping for assistance as the clerks couldn't help. Thank you, Jackie P.

I recently signed up with Metro PCS and received an LG Leon. Unfortunately, I have been facing issues with the battery life of the phone. Despite purchasing a new battery, it continues to drain quickly even when not in use. When I visited the Metro store, the employees were unhelpful and did not address the problem effectively. I was also surprised to learn that I am required to replace my phone every 2 years, which was never communicated to me before. As a retiree on a fixed income, all I need is a reliable phone for calls, not for internet use or messaging. I am considering taking legal action due to the lack of assistance and the inconvenience caused by these issues. I hope to receive a working phone from Metro or escalate the matter further if needed. Thank you.

I have been experiencing issues with connecting to music and movies recently. When trying to watch a movie, it repeatedly cuts off, rewinds, and restarts, making it impossible to enjoy. Similarly, when playing music on Pandora or YouTube, the music stops playing every few seconds, requiring me to hit play constantly. This has been ongoing for a month now, and despite speaking to multiple Representatives and following their troubleshooting advice, the problem persists. My screen mirroring function also does not work, causing me to lose important contacts that I may not be able to recover. As I am currently job hunting, it is crucial for me to receive important phone calls. The frustration of dealing with multiple representatives and repeating the issue over and over has caused me significant stress and anxiety. I am seeking assistance from someone who can provide continuous support until this issue is resolved.

During my visit to a Metro PCS store to fix my phone's issue with not receiving picture text messages, my phone suddenly stopped working altogether upon leaving the store. I feel I should receive compensation for a new phone and the two hours I spent seeking assistance. Although the store did not offer a replacement phone, I had to purchase one from the corporate office, resulting in a whole day without a phone, making me late for a party and unable to communicate directions to friends and family. Consequently, I had to discard a significant amount of food as attendees were unable to locate me in the park.

I visited your Ephrata, PA office for the third time yesterday. Unfortunately, each visit has had its issues. Yesterday, the young woman working there was particularly impolite and not customer-oriented. I felt her behavior was unacceptable, unlike the treatment I receive at your Reading, PA office. Despite being a long-time customer with you, her attitude made me consider switching to a different service provider. As a resident of Ephrata Township, this store's location is convenient for me. I believe a company should not tolerate such behavior from its employees. Having worked with people throughout my life, I have never encountered such rudeness. The young man who eventually assisted me did not provide substantial help either. Thank you, Linda L.

I placed an order for a Samsung phone on 5/8/[redacted] with order number #[redacted]4, but I haven't received the phone yet. The UPS tracking number only shows a shipping label was created and nothing more. Despite contacting customer service three times, there hasn't been any real solution provided. If receiving the phone is not possible, I would like a full refund. My current Metro phone has served me well until now. Getting the new phone is crucial for me. I urgently need this matter resolved as customer service mentions they can't assist beyond contacting UPS. I have been a loyal customer since [redacted], and this is the first problem I've encountered with your company.

I contacted to make a payment, but due to a fraudulent charge on my debit card, I had to get a new card. Despite my disability preventing me from visiting a store, Metro refused to update my payment information over the phone after an hour and a half wait. This is the worst customer service experience I have ever had. I just want to pay my bill, but the company is not willing to assist me as a disabled individual. I am demanding an immediate phone call response as I do not want more unhelpful emails. Please call me back promptly.

As a Metro PCS customer, I use the "Call detail" feature for a 3-month summary of phone calls. I recently forgot my password to log in to the website and can't receive a temporary password on my stolen phone. I am concerned about my email being accessible on the stolen phone. Can Metro PCS suspend my service temporarily before sending the reset code via email to prevent unauthorized access?

I contacted MetroPCS customer service this morning to add 4 gigabytes of hotspot to my plan. I asked the representative to process my payment first to avoid any issues. After the payment went through, she added the hotspot, and I thanked her before hanging up. However, now I'm being told there's a $10 balance due, which is confusing because I was informed the payment was successful. I attempted to pay again, but I can't risk my phone being shut off. In the past, my phone was mistakenly shut off, costing me time and money visiting the store. I've had recent issues with adding hotspot even after speaking to a supervisor. I fear my phone will be shut off despite making a successful payment earlier. This situation is frustrating and could jeopardize my job as a store manager if I can't access the internet. I urgently need someone to reach out and help resolve this ongoing problem.

To whom it may concern, I visited your Metro PCS store on South Post Oak and had an unpleasant encounter with an employee who was disrespectful. After requesting to speak to the manager about my bill, there was a misunderstanding and lack of professionalism during the interaction. I am a paying customer, and despite having a prepaid account, the attitude displayed was unacceptable. I later contacted a manager at the home office who assured me that my bill had been corrected to reflect a lower amount. However, I have received a bill for an incorrect sum, and I find this discrepancy troubling. If this is the standard of service at your establishment, I feel compelled to address this issue further.

I initially sought assistance from a live representative, and I am disappointed with the current situation. I have been a long-time customer of your full-service plan, but due to financial constraints, I downgraded to your $30 service. Although I understood that the service may be slower, I did not anticipate it to completely stop working. I urgently needed to download technical information about my vehicle for repairs, and the lack of data has caused significant delays and frustration. The time wasted waiting for downloads has been incredibly frustrating, especially when considering the amount of money I have invested in various Metro products over the years. This recent experience has been unacceptable, as I have paid for a service that is not being provided adequately. I have been left waiting for days for data that never arrives. Regrettably, I do not expect any resolution to this matter. Goodbye to Metro; I will be switching to a competitor after years of being a loyal customer.

I bought an iPhone from a MetroPCS authorized dealer in Boynton Beach, Florida, last February. Despite being under the impression it was new, the phone arrived unwrapped, missing earbuds, with a scratched screen corner and a non-functional headphone port. Recently, on May 16th, I found my service and phone locked. After returning to the store, the owner kept it for two days, claiming to have taken it to the Apple Store. Upon its return, he alleged that I had dropped it, although this was untrue. When I visited Apple directly, they revealed that the phone had been reported stolen and locked by T-Mobile. The store owner denied selling it to me when confronted. I have filed a report with the Boynton Beach Police Department and seek a full refund or credit for the unusable device. There has been no cooperation from the store owner.