Metro PCS Customer Service Issues

My name is Jacob Cook, and I received this phone as a gift. I am reaching out because someone is using your apps to access my Google accounts without permission. I encountered this person, "Bama [redacted]," on PlayStation Network. After looking up his information, I discovered his name is M. Williams. I would appreciate it if you could prevent him from using your apps to access my Google accounts or help me create an account with Metro. Please get in touch with me as soon as possible. Thank you for your assistance.

I have been a customer with your company for eight years. Due to unforeseen personal financial hardship, I had to deactivate my phone number [redacted] in February, which was on my LG K20 Plus with model number LGMP260 and IMEI number [redacted]-09-[redacted]. Currently, I have been without a phone for almost two months. A friend bought me a Family Mobile Walmart by T-Mobile starter pack, and after contacting customer service, the SIM card has been activated and paired with my MetroPCS phone. However, I need the phone to be unlocked, which I was told could be done after 90 days but was later informed that the policy has changed to [redacted] days. Despite attempts at a Metro store and speaking to customer service, I have not been able to unlock the phone yet. I urgently need a working phone to find a job and a place to live, but I don't have the funds to buy a new one. Please assist me as soon as possible. Thank you.

Hello, my name is Marylou Courie, and I recently switched to your company in Apple Valley, California. I re-signed on 3/16/[redacted] and visited your office, where I received excellent service. Unfortunately, on 3/19/[redacted], a man tried to steal my purse at the grocery store, causing my phone to fall and break the glass. I am reaching out to request if I can exchange this broken phone for a new one of the same model for free. Being disabled and living on SSI alone, it's difficult for me to use the phone with a broken screen. I had only used the phone for three days before this incident. If this exchange is not possible, I may have to switch back to AT&T as I urgently need a working phone. Please consider my situation. You can reach me at [redacted]. Thank you for your help. Marylou Courie

I recently purchased a Galaxy S9, but within two days, the microphone stopped working. After visiting my local store, they redirected me to a corporate store where they confirmed the phone was defective and promised a replacement. It has been four days since then, and despite attempts to contact the store for updates, I have not received any information. I am concerned about the status of my replacement phone and whether continuing to use the defective one will affect the return policy. Your prompt response regarding the replacement would be greatly appreciated. Thank you.

I visited the Metro PCS store at [redacted] Convoy Street, San Diego, CA [redacted] and received assistance from a clerk named Jenny. I was there to buy a new iPhone 8 Plus because my older iPhone 6 wasn't holding a charge. Jenny offered me a deal on the new phone but initially requested my old iPhone 6 and $[redacted]. I hesitated due to my photos, and Jenny changed the offer to just $[redacted] for the iPhone 8 Plus, including a case and screen protector. She assured me the phone was ready to use without the original box since they buy in bulk. However, upon checking the battery life and IMEI number, I discovered she sold me a used iPhone 7 Plus instead of the new iPhone 8 Plus I paid for. I feel let down and deceived by Metro PCS and Jenny for selling a used phone at a new price. I need this issue resolved as I can't afford this mistake.

Upon purchasing my phone last month and having my number ported over, I left the store without a password or PIN. I encountered issues with my bill and now my phone service has been disrupted. I am unable to reach anyone for assistance regarding a payment arrangement. I urgently need my phone for communication. Despite being eligible for a one-time extension, I am not being offered this option. I am frustrated by the lack of support, especially since I was not provided with a PIN or security question upon leaving the store. My name is Michael Dolan, and you can contact me via email at [redacted] Your prompt assistance in resolving this matter is greatly appreciated.

I am greatly disappointed by the way I have been treated as a long-time customer of MetroPCS. Despite the company's large annual revenue, I feel like I am being taken advantage of. As someone who works hard to support my family without government assistance, every dollar counts to me. When my daughter's phone broke shortly after paying my $90 bill, I requested some flexibility or credit, but was denied. Even after speaking to both MetroPCS and T-Mobile customer service, I was misled about having my due date adjusted, which would have helped me out financially. The frustrating experience of being told conflicting information and only receiving a partial credit of $15 after going through major surgery due to cancer and being out of work is unacceptable. It's disheartening to feel like MetroPCS values $15 more than the well-being of a loyal customer in need. I plan to share my experience with others.

I am extremely frustrated with the lack of customer care from this company. I am currently in the Dominican Republic, having been a customer for four years. When asked for my 8-digit PIN to address an issue, I was told it was incorrect. Despite knowing my own birth date at 75 years old, the representative insisted it was wrong and offered no solution, only directing me to a store. Unfortunately, there are no Metro PCS stores here. I am losing business daily due to this unresolved issue. I urgently require assistance from someone who can promptly resolve this matter. If the solution is not available here, please do not recommend contacting customer service, as they have proved unhelpful. Without a resolution, legal action may be necessary. Thank you.

On March 30th, I called customer service to inquire about removing the $6 insurance charge from my bill before making a payment of $70 in full. Despite my request, the $6 charge was not removed, and I still see it reflected in my account balance, causing confusion. I urge for the $6 insurance charge to be taken off immediately to avoid any pending charges and ensure that my bill accurately shows a total payment of $70 with no outstanding amounts. This adjustment is essential to prevent my phone service from being suspended.

I was a former MetroPCS customer and my phone number was [redacted]. My name is Daniel B. and my account pin was [redacted]1. I had a ZTE z982 with IMEI number [redacted][redacted] on my line. I am experiencing issues with the device unlock app, as it is not responding despite being on Wi-Fi. I am eligible to unlock my device due to moving to an area where MetroPCS is not available (zip code [redacted]). I've submitted a support ticket (Inc[redacted]), but have not received a response from customer service. I request instructions on unlocking my phone to switch to Straight Talk. This device, a warranty/insurance replacement through MetroPCS's insurance, has been active for over [redacted] days. I have attempted troubleshooting steps like a factory reset, clearing app cache, and wiping the cache partition without success. Please provide guidance on unlocking the device as per FTC regulations. My new contact number is [redacted].

Two weeks ago, my spouse and I bought two new phones from Valence Call PCS on Apple Street. Unfortunately, after just a week, the cover started to come apart, clearly showing it was defective. When I tried to exchange it, the saleswoman was incredibly rude, accusing me of lying about the purchase date. Despite spending a substantial amount at the store, she insisted it was over two weeks ago when we bought it, it was actually half a month ago. When I requested to speak to her supervisor, she refused to provide any information and stated their policy didn't allow refunds. Frustrated, I asked for customer service, but the number given was incorrect, leading to interactions with a persistent telemarketer. As a loyal customer, I feel disrespected and insulted by this experience, making me reconsider continuing with their service. My name is Les Masters, and you can reach me at [redacted] or [redacted].

I recently encountered charging issues with my phone and reached out to customer service for assistance. They advised me to visit a retail store to diagnose the problem. Upon visiting the store at [redacted] E Cone Blvd, Greensboro, NC, the technician was unable to provide a solution and suggested buying a new phone or looking for a battery elsewhere. After troubleshooting, I found out that my phone background was preventing calls from going through, which was a bizarre revelation. Despite the confusion with customer service, I will be switching cell phone providers due to the unsatisfactory experience with Metro PCS/T-Mobile.

I am having issues with your customer service's lack of information like your corporate phone number for escalating complaints. This makes it difficult to address concerns efficiently. Increasing bills without proper explanation is concerning. It seems your agents lack the necessary details on their systems to assist customers effectively. It's crucial to provide them with the tools needed to handle accounts properly. I believe there should be an option for customers to request a call back from the corporate office. It's frustrating that agents cannot explain billing issues or provide an email for error documentation. I am Frank Fraser, and my account number is [redacted]. I have five lines with insurance and hotspots. I faced a billing problem where my lines were cut off despite paying my bill and the store manager credited the account afterward but mentioned that the corporate office needs to adjust the billing status. I am considering switching providers due to a $33 overcharge that remains unexplained despite two months of consistent billing. I can be reached at amanda.fraser1031@gmail.

I recently purchased a phone that I dislike immensely. I spoke with an employee in the general office, employee ID [redacted]7, who provided terrible customer service and claimed to be the general manager with no higher authority. I've had the phone for approximately 25 hours and have had an extremely poor experience with both the product and service. I simply wanted to exchange it for a different phone, but I was informed that I couldn't due to the talk time being over 60 minutes, which seems illogical considering I just bought the phone.

I am James Mastronardi. I am awaiting a call regarding my issue. I have been at GetHuman waiting with no receipt for the earbuds I purchased. I did not intend to buy a phone case priced at $15 but was charged $80 at 4. I now have items totaling $[redacted], which exceed the actual cost of the three items. Moreover, I will be getting a new phone from the same company that will incur an activation fee. This situation needs to be resolved promptly as my phone service is at risk of being shut off by the 9th. Assistance with my phone bill is crucial.

I lost my wallet and attempted to pay my phone bill with a check, as indicated on the website. Unfortunately, when I visited the store and explained the situation, they abruptly informed me that they do not accept checks. The lack of courtesy and helpfulness from the staff was frustrating. Despite trying to clarify over the phone, it was challenging to communicate with staff outside the store. The inability to reach customer service only added to my annoyance. I find it perplexing that my debit card from the same bank is accepted, whereas a check is not. Overall, I am disappointed with the service experience and the unavailability of customer support. - Lenora S.

Hello. I reside in Ada, OK, and had to travel approximately an hour to the Shawnee, OK, metro store for phone upgrades. Despite having one employee and around five customers present, the wait time was excessive, causing us to abandon our visit due to work commitments. This has not been an isolated incident. Previously, during our switch to metro PCS, it took an astounding 3 1/2 hours to set up our phones at the same store. I am now contemplating switching services as the quality of assistance has diminished significantly. Both our phones are experiencing issues - overheating during calls, poor data reception, and hotspot functionality problems. I am struggling to find adequate support. Sadly, the service I once valued is no longer meeting my expectations. Thank you for your attention. Have a pleasant day.

I visited the local MetroPCS store to activate a new phone with my existing number and make a number change on an old phone. The representative mentioned that their computer system was experiencing issues and accidentally added a new line to my established account, resulting in an overcharge. Despite contacting customer support, I was unable to receive a refund for the double charge. The store representative acknowledged the mistake and adjusted one payment, promising to rectify the other to $90. Consequently, I paid $90 initially and then $95 afterward. This issue highlights a concern with billing practices as I am never provided with a clear statement of what is owed. Even though I made a $90 payment on April 7, MetroPCS is requesting an additional $5 to restore service. I am requesting an immediate refund of the $90 overcharge.

My phone keeps freezing, preventing me from accessing visual voicemail, and at times, it duplicates sending my credit card number. These ongoing issues have made me feel frustrated and dissatisfied. I recently acquired this phone, and even the replacement devices I received had their own set of problems. The continuous deterioration of the phones has pushed me to a breaking point. I am adamant about not paying for another phone given the circumstances. Moreover, concerns about privacy arise as previous phones contained personal information belonging to others, including credit card details and apparel access. Despite raising these concerns with your office, it appears no action has been taken. This recurring issue of accessing others' information on the phones poses a severe risk, and I am contemplating seeking legal advice.

I recently bought a phone from an authorized dealer in Fort Worth. During the purchase, I was informed that only the minimum payment could be made on the lease. Any additional payments had to be made in cash. After the transaction, the employee handed me my change and said the receipts were in the bag. Later, I received a call from the leasing company stating that Metro stores are not allowed to accept cash payments for leases. Upon checking the receipts at home, I found only the one for my card, not the $[redacted] cash I had given. When I reached out to the Metro store, I was informed that the employee who sold me the phone was not currently at work but would be there the next morning to assist. Despite the store opening 30 minutes ago, the employee has not arrived yet.