Metro PCS Customer Service Issues

Hello, my name is Kalie Goodman. I recently visited a Metro store to get a new phone. I have been a loyal customer for a long time. The store promised to change my billing date to the first of the month so that it aligns with when I receive my Social Security payment. This change is crucial for me as I have a child with disabilities, I am a single mother, and I stay home taking care of my children without any transportation. The store assured me they could make this adjustment when I bought the phone. Typically, my billing date falls on the 25th, but they agreed to move it to the first to avoid any service interruptions. I need assistance with ensuring that this change is implemented.

Good morning, I was paying insurance for my phone, and when my son asked for the $60 plan, they gave him a free phone. They removed the insurance from my number to put it on the new line without my consent. I am very upset and dissatisfied. I want my insurance back. I have been paying for a long time, and I am not happy with these changes made without my permission. My phone is not working properly, and I found out about this situation unexpectedly. I don't understand why they make changes without my authorization when I am the one paying the bill. My son only asked for the $60 plan. I want this issue resolved, or I will consider changing companies. I have been with you for many years, and I have always been happy with your service. Please help me with this. Thank you.

I have been experiencing issues with my service since May, where I can only receive texts and calls in certain locations and on Wi-Fi. Despite visiting the store multiple times and contacting customer service, I was told it was my phone's problem, not the network. When I requested to speak to a manager, I was initially told there were none available, but suddenly a manager was present. Disappointed with the service, I asked for a new phone or full reimbursement but was denied. The inconsistency and lack of resolution have left me frustrated enough to consider switching providers. Unless this matter is resolved with a refund, I will be taking further action.

I encountered a device issue for two months with Metro's assistance. They advised me to get a new phone which did not resolve the problems. Even the replacement phone did not solve the issues; I still face issues with receiving text messages, dropped service, and billing concerns. Unfortunately, I am unable to call MetroPCS from my phone due to dialing restrictions, redirecting me to the Metro app. I am unsure how to proceed further.

I have attempted to make payment for my phone bill multiple times, using the app and the website, but all attempts have failed. When I called for assistance, I was informed of potential charges for help, hence my further failed attempts online. Updating the app and re-downloading it did not resolve the issue. Unfortunately, due to a hectic work schedule, visiting the store is not feasible. One possible factor that could be causing the problem is the recent replacement of my husband's credit card, which I have been using for the payments. My phone bill is due today, and I am in need of assistance to address this matter promptly. Thanks for your help in resolving this frustrating situation.

I have been attempting to reach customer service for over a month without success since I am no longer a customer. I am trying to locate my refund of $** that was promised to me within *-* weeks. Despite my frustration at having to deal with this issue right after paying my bill, I am determined to escalate this matter to management or a supervisor. If necessary action is not taken promptly, I will not hesitate to contact the BBB.

For the past two months, I've been trying to pay my bill online, but it keeps saying it can't process my payment. I attempted to call Metro in Uniontown, PA on Monday morning at 11, but got no answer. I then drove to the store in Connellsville, PA, which was also closed when it should have been open at 10 am. To add to the frustration, our phones were shut off from Sunday night, before we had a chance to pay the bill. When I finally went to the store to pay in person, they wanted to charge an additional $3 on top of my bill. I fail to see how this inconveniences the store. This whole situation has left me infuriated, and I am considering switching to a different cellphone plan to avoid these monthly issues. Some feedback from Metro to help us stay as customers would be appreciated. Thank you, T. Cinnamond and K. Pallotta.

I had a concerning experience at Metro PCS on Rio Bravo and Isleta with an employee named Pearla. A few days ago, she incorrectly installed a screen protector on my k30 phone. Unfortunately, the screen saver fell off and broke. When I returned to the store to address the issue, Pearla refused to replace it without charging me, despite the fact that the initial installation was faulty. I believe I should not be held responsible for a second protector when the first one did not adhere properly due to her error. I attempted to explain this, but she insisted on payment. I am seeking a resolution by requesting a replacement screen protector without any additional charges. I appreciate your attention to this matter. Thank you for your time. Sincerely, Rachael K.

Recently, I bought a new phone at a MetroPCS store, and since then, I've been experiencing network issues during my weekend trips from Charlottesville, VA, to Washington, DC. Despite seeking help from a staff member named Lucero at the Rio center in Charlottesville, the problem persisted. When I raised the issue again, I was informed that a scratch on my phone voided the warranty, which left me frustrated. Contacting customer service only led to a 72-hour investigation period. As someone who relies on their phone for work, this situation has been incredibly inconvenient. I am disappointed with MetroPCS, particularly with the service provided by Lucero.

I contacted customer service to add more hotspot and change my phone number. During the call, I inquired about changing my bill's due date. I was quoted $37 for this change, which seems excessive to me. I usually pay my bill on the 25th and requested it to be changed to the 1st, which is less than a week difference. I decided to cancel the request, but my card details were already taken. I have been on hold for over an hour and still cannot speak to a supervisor. The representative I have been dealing with pretends to be different people but is the same individual. I was charged $5 for extra hotspot and an additional $15 and $17 for other changes. My phone number was not even changed as requested. I am upset about being overcharged and mistreated as a loyal long-time customer. I insist on a resolution to this situation.

Hello, my name is Jesse, and my wife and I have been on your family plan for quite some time with four lines. We enjoy activities and travel, leading to occasional phone replacements from your store. In our latest experience, my wife purchased an expensive phone, only to find it unreliable, affecting her ability to make calls. Despite her dissatisfaction, the store refuses to refund or exchange the device, citing excessive usage. This situation is frustrating, as it's not like she used the phone extensively. I kindly request your prompt assistance before the day ends, as we are considering switching to another carrier due to this unresolved issue. Thank you for your attention to this matter.

I opened a new account on July 2nd after porting my number from Boost Mobile. The store didn't have many of the advertised free phones in stock, so I had to choose the LGK 30. Despite it being promoted as free, I paid around $95.00 for it. Unfortunately, the phone fell and shattered right after leaving the store due to the bag ripping. I declined insurance and extras when purchasing. I tried to return it right away but missed the staff member who assisted me. Given my limited income as a retired and disabled person, I can't afford another phone. I hope Metro PCS can replace my phone at no or minimal cost due to this unfortunate incident. I plan to share my experience, and a positive resolution would be greatly appreciated. Thank you.

I contacted customer service to change my device, but the switch didn't go through. Now, they are claiming I owe money, my service is suspended, and I can only reach automated support. I am frustrated because I have been a loyal customer for a year and a half, buying multiple phones during that time. After just paying my bill today, it's unacceptable to be left without a working phone. I believe I deserve better customer service than this. If the situation doesn't improve, I may have no choice but to switch to a different company because the current service is not up to standard.

I am having difficulties upgrading my phone with MetroPCS. My wife and I have been on a family plan with them for a year and a half, and we are looking to get new devices without paying full retail price. Even though we are on an unlimited talk, text, and data plan without any throttling, they are not offering us an upgrade. While we could switch carriers for better deals, we are satisfied with MetroPCS' service. Is there a way to negotiate with customer service to upgrade to new Moto G7 phones for both of us, as my wife's LG Stylo 4 is not functioning well after 18 months and my Moto E5 is outdated? We are unable to afford paying full price for new phones.

I recently had to reactivate my MetroPCS account after it was closed instead of being suspended. I had $[redacted] in the account to cover my bill, but when I initially activated the account, they required a $75 payment. Despite informing them that I never requested a suspension and asked for my number back, they eventually reactivated it after I mentioned involving a lawyer. However, instead of returning $[redacted], they credited $[redacted] to the account and refused to refund the $75 to my debit card ending in [redacted]. I am seeking for the $75 to be refunded to my card. I am prepared to take legal action, including involving a family member who is a US senator. Please contact me at [redacted]. My name is Sheridan.

I have been dealing with this issue for 2 months now. I called to find out about making an insurance claim on a brand new Moto 5. When I called the [redacted] number to ask how to do that, apparently the person I spoke with on the phone made an error. They mistakenly removed the insurance from three phones I purchased from MetroPCS. I am still trying to resolve this matter. The latest update was that I was supposed to receive a phone in the mail, but I am not satisfied with this solution. I did not request for my insurance to be removed from my devices. The phone I received was not the one I needed for my claim, as it was different from the Motorola Moto 5 Plus. If this issue is not resolved promptly, I am considering seeking legal advice. I hope to be compensated for the time and effort I have spent on this issue. I have a significant following and may take my business elsewhere if this is not resolved. Please contact me at [redacted] to assist with resolving this matter. Thank you. Tabatha J.

I believe there has been a mistake made while setting up the new phone's 8-digit pin and security answers at MetroPCS. I purchased the phone on June 6, [redacted], and provided [redacted]4 as the pin and "dog" as the security question, but they do not match my phone number. I need to update the pin to change the rate plan starting August 1, [redacted]. It seems the clerk may have entered the information incorrectly in the store system. If this issue is not resolved, I will have to pay a higher monthly rate of $73, instead of the usual $35 I paid with Boost Mobile. I request the correct pin to be sent via text or voicemail to my phone [redacted]. This situation has caused inconvenience and extra expenses, especially for individuals with special needs. Your prompt assistance in rectifying this matter is greatly appreciated.

I am experiencing a frustrating issue with my phone as it is unable to connect to the cell towers, resulting in no service. After spending $[redacted] on a new account for two phones that are only two and a half months old, I followed the customer service instructions and returned to the store of purchase. Unfortunately, they were also unable to resolve the connectivity problem. The store then directed me to a warranty store on [redacted] S Broad St. in New Orleans, LA, where they unexpectedly demanded additional payment instead of replacing the phone as promised. Refusing to pay more, I was denied a replacement phone. I was assured by both customer service and the salesman that the replacement phone would be free. However, this has not been the case. Despite my bill being due on the fifth of each month, I refuse to pay for a service I cannot use. Customer service kindly extended my service deadline to the tenth. After a recent call, I was informed that I would not receive another device. The total cost of $[redacted] for two and a half months of service, starting with $[redacted] for the account, $[redacted] for the lost/stolen phone, and $[redacted] for last month's service, is becoming unbearable. If I do not receive a replacement phone by the tenth, I will seek service elsewhere and contact the consumer affairs office. This entire situation arose from the salesman at the store having excessive access to my private information, leading to issues with my Amazon and Netflix accounts, which have been reported to Metro and Amazon.

Lately, I have been facing difficulties making payments through the app due to constant update requests. When I tried to make a payment at a local store, it was closed. So, I made a payment for the $30 plan on my computer around 8 am, but my Metro PC is still not activated as it's been over 10 hours now, and I'm growing impatient. Do you provide any incentives for customers to switch to Verizon? Unfortunately, I won't be able to access my AOL account as my computer security requires a text verification from AOL, which I can't receive.

In December [redacted], I experienced identity theft that resulted in my iPhone SE being stolen. The thief gained access to my personal information, including my Social Security number, and took control of my Google and iCloud accounts. This individual then proceeded to commit heinous acts such as rape, placing illegal content on my computer, and cyberstalking me and my family. Despite contacting the authorities, the perpetrator continues to harass us by accessing various accounts, including MetroPCS, Amazon, PayPal, and eBay. He uses the aliases Mr. Beast and Mr. Olympia and has been relentless in his actions, causing immense distress. I am seeking assistance to address this ongoing nightmare and restore safety to myself and my family.