Metro PCS Customer Service Issues

Since owning my MetroPCS phone, I've encountered numerous issues. It frequently turns on and off despite having a pattern lock. Data is consumed even when both data and background data are turned off. I've received messages about data consumption being stolen. My son, who owns the first line, sent the phone to the manufacturer for repairs. Unfortunately, the phone didn't arrive as scheduled. Upon receiving it, I noticed no issues, unlike before. Despite my son switching to Cricket, I wish to remain a loyal MetroPCS customer. The phone still shows the old number, which he transferred to Cricket. A representative from the manufacturer was informed of all these issues. Promises were made regarding a one-time credit and activation with a new number, but this was not fulfilled. I kindly request your assistance in keeping the promise made to a loyal customer. Your prompt response is greatly appreciated. Thank you.

I recently purchased a new phone from Metro PCS about a month ago. I selected the highest package with unlimited everything and also added insurance and activation. Unfortunately, the phone was stolen after only three days of use, and due to my physical limitations, contacting the insurance company or visiting a store was challenging. I made multiple attempts to activate a temporary phone while I wait for a replacement from the insurance, but encountered issues. Despite contacting customer service and following their instructions, I was unable to successfully activate the new device. I had to purchase another phone in desperation to regain service, but faced problems again when trying to activate it. I hope to resolve this matter promptly as having a functional phone is crucial for my work. Thank you for your assistance and understanding.

I recently purchased a new phone from Metro PCS a month ago with an unlimited package, insurance, and activation. Unfortunately, the phone was stolen after only three days of use. Due to my physical limitations, I had difficulty contacting the insurance company or visiting the store. After waiting for the phone's return, I had to contact customer service to deactivate it and purchase another device for temporary use. Despite multiple attempts to activate the new phone, I faced issues and was provided with misleading information. Frustrated by the lack of service and support, I had to purchase yet another phone. I am seeking prompt assistance, a resolution to the activation problem, and potential reimbursement for the unused time and activation fees incurred due to the difficulties faced. Thank you for your attention to this matter.

Hello, my name is Marva Kelly and I recently noticed a $15 fee on my son's account with an outstanding balance. I was assisted by a representative over the phone at [redacted] when I was trying to switch my phone due to it being stolen. The rep kindly helped me as a one-time courtesy, and there shouldn't be any payment due. Can you please remove the suspension on my son's phone? I have already paid my bill, so I believe this matter needs to be rectified. Thank you.

I believed I was purchasing 2 phones at a holiday rate from a private vendor who took advantage of me, a senior on a fixed income. If this matter isn't resolved promptly, I'll take legal action. It's not in METRO PCS's best interest to be associated with this unfair treatment. I hope the company can settle this matter outside of court. The vendor misled me about the payment amount, causing financial strain for me. As a corporation, this may seem insignificant, but for a senior like me, it affected my ability to afford essentials.

I'm Damon B., and I attempted to make a payment of $59.00 on January 8th but was unable to do so. Unfortunately, I won't be able to pay until next Friday when I get paid. I kindly request a grace period to settle the bill. It's crucial for me to maintain phone service for business, personal, and medical needs. I made my payment last month and aim to do the same this month with a slight delay due to my payday schedule. Thank you for your understanding.

I recently tried to advertise my video on Facebook and Instagram but it was rejected for containing "sexual acts, sexual video, etc.". The song in the video has no sexual references or profanities, and the artist is fully clothed throughout. I am confused as to why this decision was made and I would like assistance to resolve this matter promptly and prevent it from happening again. Thank you for your help in advance!

I recently tried to advertise my video on Facebook and Instagram, but it was not approved due to content guidelines citing "sexual acts, sexual video, etc." The song in the video contains no sexual references or profanities, and the artist remains fully clothed throughout. I am confused as to why it was flagged and would like to rectify the issue promptly to avoid similar problems in the future. I would appreciate it if someone could contact me at the earliest convenience to help me understand and resolve this matter. Thank you.

I am puzzled why the franchise stores in my area have the LG K30 phone I want, yet they do not provide the same offer as the corporate store. The franchise stores do not give a free Otter case with the phone purchase, while the corporate store has the cases available but lacks the phones to go with them. The expected stock arrival was supposed to be after January 1, [redacted], but the phones are still not in stock. Inconsistent information is given by the store employees; initially, they claimed to have ample stock of the phone, but hours later they suddenly do not have any. It is frustrating and unfair that a promotion is advertised without sufficient product availability. There seems to be a significant issue with inventory management that needs to be addressed promptly.

I recently purchased an Alcatel phone from MetroPCS, but it continuously loses Wi-Fi signal. I visited the store to exchange it for another Alcatel, but the issue persists. This is causing me distress as I keep losing essential information and struggle to re-download apps like my unemployment app and business applications. I am now looking to switch to a Samsung or LG phone due to these ongoing problems. Despite visiting the MetroPCS store and having the staff check the Wi-Fi connection on the phone multiple times, the issue remains unresolved. As a long-standing customer who values timely payments, I feel frustrated by the lack of assistance provided. I wish to address this promptly and resolve the situation by obtaining a different phone model. My name is Alonzo G., and I am anticipating a call from a supervisor at the main office. Please reach me at [redacted] to assist in fixing this issue. Thank you for your prompt attention to this matter.

I purchased a cell phone three days ago, paid for it, and transferred my number from a TracFone to a Motorola E5. However, the phone is charging slowly regardless of the block or wire I use. I returned it to Metro for testing, but they couldn't replicate the slow charging issue. I expected them to replace it on the spot since it's a recent purchase, but they said it's a warranty problem. Now, I have to reach out to you for a replacement. I am not happy with the service and I am considering switching to another carrier. My name is David L., and my cell number is [redacted]. I reside at [redacted] 32nd Place Court South, Lakewood, WA [redacted]. Please expedite the warranty process for me. You can contact me at [redacted] Thank you for your assistance in resolving this matter promptly.

I purchased an iPhone on a payment plan through Smart Pay, expecting a cheap deal, but later discovered that I owe over $[redacted] for a phone I never received. Smart Pay has been withdrawing money from my account without authorization. I suspect that the Metro store I visited in May deceived me into signing a contract for a phone I did not acquire. As a senior nurse with over 30 years of experience, I urgently needed a phone to clock in for work after my previous one was damaged. Unfortunately, the salesperson took advantage of my situation and misled me into signing the contract. I visited the store and informed a worker who took down the details for the absent manager. However, when I followed up today, they were unhelpful and gave me the runaround. I demand a refund for the money I am owed. Smart Pay has agreed to halt the deductions once I return the phone, but I never received it despite making payments since last May. The store in question is located in Chesapeake, potentially near Virginia Beach. Their phone number is [redacted]. My name is A. Bonner, and my contact number is [redacted]. I seek your assistance in resolving this matter promptly, as it appears to be a common occurrence with Metro and Smart Pay, who are dismissive of my concerns. Your help would be greatly appreciated.

Subject: Continual Issue with MetroPCS Top-Up Buy Extra Data Plan Hello, I have been a loyal MetroPCS customer since [redacted] and I've encountered ongoing issues with the Top-Up buy extra data plan. Initially, when this service started, it functioned flawlessly. However, since MetroPCS transitioned to the T-Mobile Network, I have faced persistent problems with the data plan despite numerous attempts and significant financial investment. I have reached out to the Corporate Office, where it was acknowledged that the data should work as intended upon purchase. Despite promises of technician callbacks and discussions with representatives, the issue persisted. At one point, my plan was altered without notification, resulting in a complete data plan shut off. Fortunately, as of 01.18.[redacted], I have tested the service again, and it appears to be functioning correctly now. It is clear that the problem was not on my end as I made no changes to my devices. Given that my calls are recorded, I strongly urge MetroPCS to address this recurring technical issue promptly. I value your attention and hope for a resolution without further inconvenience. Thank you for your understanding. Best regards, Mickey S. Phone: [redacted]

MetroPCS recently had a special promotion offering a free iPhone 6s. Despite checking in daily with the store, the shipment only brought one iPhone 6s and one 6s Plus, which were not part of the promotion. I ended up purchasing the iPhone 6s due to limited availability, putting down an additional $[redacted]. My son really wanted the iPhone, so I had to make the purchase. The store claimed there were restrictions on the free phones, leaving me and my family without the expected devices. I hope to receive clarification and potentially a refund for the $[redacted]. Upon discussing this with AT&T and T-Mobile, I was advised that the situation should be rectified. It's important to me that my family and I receive the promised phones.

I inquired at my local Metro store about the "three for Ninety" deal on Friday. I was looking to transfer a landline for the deal and was assured it could be done. I asked about the deal's end date and was suggested to visit soon, as it might end by the month's end. I confirmed the free phones and their costs on the website on Saturday due to a blizzard preventing me from visiting the store. On Sunday, when I attempted to purchase, I was asked for a bill for the phone plan without being informed about the promotion change, leaving the phone at Metro for a month post-purchase due to the landline transfer process. I had to clarify service payment during this period and was considering proceeding with the purchase when I was suddenly informed that the deal had altered. Despite clearly stating my intentions upon arrival, the service staff had to make multiple calls to confirm details. I am now left without a plan or phones, disappointed by the service received and the handling of the situation. I have been a loyal customer for years, assisting my elderly family members. The misinformation, lack of knowledge, and poor treatment from your employees were unacceptable. The store staff even acknowledged that weekday employees often create such issues. I am left wondering about any possible resolution to this matter.

I experienced difficulties as a loyal customer requesting a payment extension while facing financial challenges due to unemployment. Despite being denied an extension, I agreed to downgrade my data plan. However, my service was eventually cut off, and I had frustrating encounters with automated systems before speaking to a human representative. Even after requesting help through gethuman, my issue remained unresolved, leaving me dissatisfied with the service provided and considering switching to another carrier. I hope for improved services in the future, potentially with a different company. The current experience led me to reflect on the need for better customer service training, especially for automated systems. It may be time to explore other options for better service and potentially an upgraded phone. Thank you for the service this past year, but it may be time to seek better alternatives.

I had a bad experience at the Lake Stevens WA location on Sunday, 1/20/19 while setting up new services for my family. The representative took two hours to assist us and was complaining about their boss the whole time. One of the phones was not working, but she insisted it was fine. We had to return the next day due to the phone issue and overcharging. The manager displayed poor customer service and refused to replace the broken phone until I requested a complaint number. He ended up refunding the overcharge but was rude about it. He did not replace the broken phone as he claimed he couldn't reach the main office on MLK Day. This behavior was unacceptable, and I will not be returning to that location in the future. The manager's attitude towards customers needs improvement.

To whom it may concern, I have been a MetroPCS customer since [redacted], and I am experiencing issues with your Top-Up Extra Data service. Initially, the service functioned well, but since MetroPCS transitioned to the T-Mobile Network, I have encountered difficulties. Despite numerous attempts and significant expenses, the service has not been working properly. I have reached out to the Corporate Office, where it was acknowledged that the data should be at full speed upon purchase, but no solutions have been provided. Additionally, my plan was adjusted without my consent, disrupting my data connectivity. I have informed customer service that I would escalate the matter if not addressed by a manager. Recently, since January 18, [redacted], I have seen some improvement following MetroPCS's full integration with the T-Mobile Network. I believe there should be accountability on MetroPCS's part for these ongoing technical issues. I hope for a resolution without further inconvenience. Thank you for your attention. Best regards, Mickey Strange Phone: [redacted]

I visited Metro PCS in Porterville, CA last Thursday evening, January 17, [redacted]. I bought an LG Stylo4, a case, and monthly service, along with the Wi-Fi option. I inquired about the return policy and was assured I could bring back the phone within 7 days. I returned the phone around 7:00 pm the same day but was told by the salesperson that the 7-day return starts the day of purchase, not the next day. Feeling upset, as a new customer, I wished to exchange the LG for a Moto phone of the same value and memory capacity. Despite the short time I had the phone, the manager declined. As a busy professional, I rely on my phone for business, especially during tax season. I feel Metro PCS should honor their 7-day return policy, especially since new customers like me are being offered free phones with promotions. I hope the company can address my concerns promptly as this experience has been disappointing. Thank you for your attention to this matter. - C. B.

Dear MetroPCS, I have an LG phone model LGMP260 that I recently unlocked permanently using the myMetro app. I am currently in Nigeria and trying to use a local 4G enabled MTN-NG SIM card for internet access. However, despite properly entering the APN settings, I am only receiving a 2G network signal, specifically on EDGE, and cannot access a 3G or 4G connection. I have tried adjusting the Network mode settings – GSM/WCDMA/LTE, GSM/WCDMA, WCDMA only, and GSM only – but I am still unable to get anything beyond a 2G network. I am reaching out for assistance on fixing this issue so that my phone can connect to a 3G or 4G network with any foreign SIM card. Any help would be greatly appreciated. Thank you for your support.