Metro PCS Customer Service Issues

On April 23, [redacted], I visited your store located at [redacted] S. High St in Columbus, Ohio. I saw a promotional banner offering 2 months free and asked a representative named Abba about it. Abba explained that I could qualify for the two free months by getting a new number and making my second payment. After making the payment, I expected to receive a $[redacted] credit from MetroPCS. However, I didn't receive the credit as promised. When I contacted the store in the first week of May, I was assured that the credit would be issued after the second payment. Now, I have been informed that this was all untrue. It's disappointing when a company doesn't honor its contracts, making it hard to trust them in the future.

I purchased a ZTE Blaze on May 4, and suddenly the screen stopped working despite no physical damage. The buttons function, but the screen does not. The store where I purchased it was unhelpful, claiming water damage despite the phone never getting wet. They refused to replace it or offer any assistance. I have temporarily suspended my service and am considering canceling and switching providers. I find it difficult to accept that nothing can be done given that I bought the phone just two weeks ago. The lack of support, including the absence of any discount, is disappointing. If this issue is not resolved, I will proceed with canceling my service.

Hello, I had a Metro number, [redacted], registered under my name, Mistea Donaldson. On 2/20/18, we linked my number to Dana O'Kelly's account to save money, with automatic payments on the 3rd monthly from her [redacted]. However, she disconnected my service yesterday despite my regular payments. I got a notice of a $40 overdue payment, but it appears my number has been changed. It's crucial I get this number back since my son, who is in the Department of Corrections, can only reach me on this line. Please assist me in regaining the number & inform me of the cost to reinstate it under my name. I have paid for my service until the 3rd. For urgent communication, please call me at [redacted] or email me. Thank you, Mistea Donaldson.

On May 21st, my service was suspended due to a bill issue. I requested an extension, which was granted. However, on the 23rd, my service was once again suspended. I applied for another extension as I do every month, and it was granted. Despite this, my service was suspended again five minutes later. Today, I contacted customer care and spoke with Supervisor Jesse (I.D. #[redacted]). She refused to restore my service because my bill was slightly higher than usual. I believe that a slightly higher bill shouldn't prevent me from accessing my usual services and benefits. I kindly request a 24-hour restoration until I can settle my bill tomorrow and restore my service. Thank you. -Michael Son

I visited a MetroPCS store 10 days ago looking to get the Free Samsung Phone from a promotion when the Representative there said it wasn't part of any promotion. I ended up with a Moto e4 phone. Later, I saw posters showing the phone I wanted was indeed on promotion. After contacting the corporate store in Denver, they advised me to return to the store for an exchange. Despite visiting the store over 6 times, the same Rep refuses to exchange the phone and tries to charge me a $15 restocking fee not mentioned on the receipt. I've called various customer service numbers and made several complaints, receiving no solution. Now, beyond the return time frame and having spent over an hour on the phone, I'm left stuck. Notes on my account even confirm I can exchange the phone at the store but still no resolution. All I want is to swap this phone for the Samsung one that was part of the carrier switch promotion.

I purchased an ALC LINKZONE MHS BLK TMUS KIT on the 17th. Unfortunately, the device was not working properly and I noticed that Laura Reynolds' name was on the receipt, even though she was a separate customer. This has caused confusion and issues with our accounts and services. My experience at the store was unsatisfactory, with confusion over payments and services. I was disappointed with the device's performance and the customer service received. The staff's intimidating behavior and lack of clarity in policies further added to the frustration. I feel that my concerns were not addressed properly, and I am seeking a refund for the device I purchased. The overall handling of the situation was poor, and I hope that such incidents are avoided in the future for other customers. The way this was handled has led me to lose faith in the company, as I spent a considerable amount of money with no satisfactory resolution. I expect better communication and adherence to policies going forward.

I have a pending bill, and my phone number [redacted] is at risk of being disconnected. My boyfriend suggested adding me to his account for $30 so he can control my phone usage. I would appreciate a one-week extension to pay my bill as my boyfriend's income is delayed. I currently have $25 to put towards the bill and will make the remaining payment promptly to maintain my service. My boyfriend's behavior is manipulative, and I prefer to keep a separate line to avoid conflicts. I hope you understand my situation and grant my request. Thank you for your assistance. Sincerely, Kelly K.

I recently purchased a new phone that suddenly stopped working. I visited my regular store where my reliable representative tried to fix it, but the problem persisted after a few days of minimal use. He advised me to visit the main store for a replacement, which they refused, insisting on selling me another phone instead. The staff was unhelpful, lacking any understanding or consideration for customer loyalty. Their attitude was disappointing and I am reconsidering my longstanding patronage due to this poor customer service experience.

I bought a Samsung Galaxy J7 Prime on May 26, [redacted], hoping it would solve my picture messaging problem. Despite Metro PCS representatives failing to fix it twice, I still bought a new phone. However, the issue persists, despite spending over an hour with customer support. I am frustrated as I couldn't send pictures after having a baby. I would like a refund of $[redacted] for the phone and $40 for last month's service due to the phone's malfunction. I hope this can be resolved quickly. Thank you.

On May 5th, my ZTE Blade phone, which I've only had for 2 months, broke for the second time since I started with your company in April. I had to have a friend take it back to the store, but it took until almost the middle of the month for them to report the problem and get it sent for replacement. The store said the new phone would be in the week prior to Memorial Day, but I never received a call. When I called the store, it took 4 days for someone to return my call. They mentioned it would be at least another week before the replacement arrived. Finally, on May 30th, I was notified that the phone was ready for pickup. Now, in the new month, I do not believe I should have to pay for service I couldn't use. Please contact me so we can discuss this matter and activate the replacement phone. Thank you, Joanne Ingrid

I'm having troubles with Metro. I contacted them to lower my phone bill from $65 to $30, but they were unable to assist me. Despite being on the $30 plan, I keep getting charged $65, which doesn't seem fair. After trying to fix the issue with my phone plan, they claimed I owed $65 even though I returned to the $30 plan due to problems with the $55 plan they offered. The $55 plan wasn't functional, and I couldn't use my phone properly to watch videos or download apps. When I asked for help, I was met with unhelpful responses. I've been a loyal customer for years, but I feel extremely dissatisfied with this lack of consideration for my concerns.

I have been a loyal Metro customer for years and have generally been satisfied with the service. However, I recently encountered an issue with my phone that required a replacement under warranty. My local representative, Gabe, was helpful but directed me to the main store for a replacement. Unfortunately, my experience at the main store was disappointing. They charged me for a new phone without providing a receipt and did not give me the replacement phone on the spot. I now have to make an extra trip to retrieve it. The lack of professionalism and customer service has left me hesitant to continue doing business with Metro.

On June 1, [redacted], as I took off my phone case, the SIM card accidentally fell out. After reinserting it, I discovered I couldn't make calls. A Metro PC service representative in Columbus, Ohio, informed me that the phone got damaged. Despite being a loyal customer for over two years with a spotless payment record, I regret not having insurance for my LG Aristo 2. Given my fixed income, I am requesting a replacement phone. I am willing to add insurance but cannot afford to buy a new device. Your assistance in resolving this matter would be greatly appreciated. Thank you, S. I. Email: [redacted] Phone: [redacted]

I recently made a payment for my cell phone bill, but my service got disconnected just a day after. I find it unreasonable to be charged again, especially so soon after my previous payment. If I am not going to receive a full month of service for the amount I paid, I would like a refund. Additionally, I request the porting authorization code to switch to a different service provider. This situation is frustrating and I hope it can be resolved promptly.

I have been attempting for the last two days to switch my service from Boost to MetroPCS in Palatka, Florida. There are two MetroPCS stores in town, both run by individuals who seem to be closely connected. When I inquired about switching, they both mentioned that the minimum charge, including the first month of service, would be $[redacted]. After being charged this amount twice, I became suspicious. Upon requesting a breakdown of the costs, I was informed it included a $60 monthly service fee, iPhone case, screensaver, insurance, activation fee, and taxes on the phone and monthly service. Realizing I didn't need all of that, I was directed to the corporate office for clarification. However, when I tried going there, I was redirected back and forth between the two stores, leading to frustration as it seems like their representatives are trying to take advantage of the situation. Can someone assist me in resolving this issue with obtaining MetroPCS service in my area?

I've been attempting to pay my bill through your mobile app, but it's not functioning properly. I even tried calling to make the payment using a Mastercard, but with no success. I'm currently traveling and unable to reach a store since the nearest one in Memphis is closed on Sundays. I've had this phone for less than a month and have already had to do four factory resets, which is unusual for me. I've never encountered payment issues or had to reset a phone with any other provider. It's frustrating that I'll have to wait until Monday to find a store to speak with someone about this. If I can't make a payment because none of the options work – whether online, by phone, or through the MyMetro app – I might just switch to Straight Talk and get another Samsung phone from Walmart. I've used their services for over five years without any payment problems, as they offer multiple convenient ways to pay on Sundays too. It's disappointing to realize that what people say about Metro PCS seems to be true.

In April, I spoke with a customer representative to reduce my service plan to $30 and remove insurance. The representative assured me everything was fixed, and I was informed my bill for that month was $8.67, which I promptly paid. However, when my bill of $60 was due in May, I learned that May and June's charges were combined. Despite being advised that I only owed $30, I paid that amount for May. Unfortunately, my service got suspended, forcing me to seek help using a friend's Wi-Fi. As a single mother of a special-needs child, having my phone service is crucial. The representative mentioned a fee for the rate plan change, which I was not informed about earlier. After the fee was waived, I paid the $30 for May, believing my balance was settled. I am distressed as to why my service remains suspended even after making the payment. I am eager to have my service reinstated promptly and this issue resolved. As a loyal MetroPCS customer, I trust that upper management can address this matter swiftly and fairly. Thank you for your assistance. Tracy G.

I have been a loyal Metro PCS customer for years. Recently, my phone's screen got scratched, even though the employee at the Daly City store assured me I didn't need an additional screen protector for my new Samsung Jr 7. When I returned to the store to address the issue, the same employee was rude and blamed me for the damage. This encounter left me disappointed with their customer service. Furthermore, Metro PCS attempted to contact me twice regarding a separate issue, but the first call was dropped, and the representative did not call back. The lack of follow-up has made me question the overall customer service provided by Metro PCS.

Last month, someone was given access to my phone line without my consent, causing issues with my bill and service. I encountered difficulties trying to pay my bill for two days and faced a language barrier with a representative. Despite being told differently, my phone service was not restored. I am concerned that unauthorized individuals can access my account. I have decided to involve my attorney due to the lack of resolution and frustration I have experienced for the past three days. I have taken steps to secure my account and will take further legal action if needed. It is important that the company understands the impact of mishandling customer accounts. My focus now is on resolving this matter properly and ensuring my rights are protected.

I have already reached out to customer service regarding my issue. I had a frustrating experience at the store with rude employees, including the manager. They were unhelpful and left me feeling dissatisfied. Despite the manager's ability to assist, I was left waiting for two days to address my account issue. I was only offered a $5 credit initially, which was inadequate. I am now considering switching phone companies as I have multiple lines with you and was planning to add another. I am not happy with the service and lack of support I have received. It is essential for me to speak with someone from corporate to resolve this matter promptly. Thank you.