Metro PCS Customer Service Issues

I recently contacted MetroPCS regarding my account. My name is Emma S., and my cell number is [redacted]. I had a conversation a few days ago with a customer service agent who tried to help me get back online on my phone. I have three lines on my account, and I'm the primary holder. Despite paying my bill on August 24th, my internet access has not been restored since. I've tried troubleshooting multiple times daily without success. The other two lines are working fine. I've followed the steps provided by customer service, but I still can't connect to the internet. I don't have another phone to call from. I understand assistance may be needed from a different line, so I consent to any necessary maintenance on this line. It's been 14 days, and I'm missing out on services I pay for monthly. I'm not asking for more troubleshooting; I need immediate help to restore my internet service. The other lines on my account are functioning correctly, but mine, as the primary line, is not. I'd appreciate a prompt resolution. Thank you.

I purchased an ATALAX Wireless Speaker on 9/5/18 when starting a new line. After charging it over the weekend, I used it on Sunday night for about 45 minutes before it unexpectedly shut off and would not turn back on. When I tried to exchange it at the store, the manager was rude and falsely reported me, leading to unnecessary police involvement. Due to this unpleasant experience, I no longer wish to exchange the device and would like to cancel my service with Metro PCS, as well as receive a full refund for the faulty wireless speaker.

I contacted Metro at Sleater Kinney Way in Lacey and spoke with Jiezel. She successfully transferred my number from Verizon to Metro. Jiezel advised me to turn off my phone and turn it back on to start receiving incoming calls. However, since 12:15 PM, my phone has been displaying a firmware update notification that has not progressed. The message warns against disconnecting during the update. Despite trying a different outlet, the update remains stuck. I am in need of a working phone, especially as I am five months pregnant and feeling unwell. Any assistance would be greatly appreciated.

I am seeking to speak with a competent manager who can address my concerns, not the individuals who have previously made errors. I am frustrated and wish to express my issues without receiving excuses or feeling like a nuisance. I have been a loyal customer for over two years and would like to know the company's owner so I can speak with them directly. I do not seek anything other than the opportunity to explain the situation that has occurred and be listened to attentively.

My phone suddenly lost all sound. I am unable to hear it ring or receive calls, access my visual voicemail, or make outside calls. My sister purchased it less than 10 days ago for $74. Unfortunately, it is filled with issues. Despite being a loyal Metro customer for around 11 years without problems, this situation is frustrating. I have paid for service that I am not receiving. I am considering visiting the Metro store in Park Row, Salinas, CA [redacted] for assistance, although the staff there can be dismissive if you're not making a cash purchase. I have brought in my previous phones to no avail. I expect either a functional phone or a refund for the current one. I hope this matter can be resolved without further trouble.

I purchased the deal for the Samsung Galaxy S8 but only received one phone instead of two because they ran out of stock. They now have the Samsung Galaxy A10 phones in stock, but I am unable to get one without adding a third line. I received the phone on August 1st and paid $[redacted] in cash for it. I am requesting a refund so I can return the A10 and get the S8 as originally intended. Please contact me at [redacted]. My name is Yolanda White. Thank you and have a good day.

I recently purchased a brand new Metro Moto G7 Play along with an LG K40 for my mother. Unfortunately, my Moto G7 was defective, and after waiting for a replacement, I received another faulty phone. The new device also experienced connectivity issues and displayed "no internet" and "emergency calls only" messages. Despite the LG K40 on the same account working fine, the store refused to exchange my Moto G7 for an LG K40 and were unhelpful. When I requested the corporate number, they only provided a customer service number and called security on us, leading to us being asked to leave. I would like to swap my phone for an LG K40, receive a $45 credit for the inconvenience, and file a complaint against the employees, Morgan and Melissa. I hope this issue can be resolved promptly. Thank you.

I placed an order at 9:26 p.m. and, 30 minutes later, we still hadn't received our food. Despite repeatedly asking the cashier and manager, the employees at the establishment were rude and harassing. They told us to leave after taking our order. When I inquired about our order one last time, the cashier said it's coming. I requested to speak to a manager, Brian at Taco Bell [redacted], who seemed uninterested in helping and stated I could only get a refund or the food, not both. I explained the lack of customer service to him, but he disagreed. About 10 to 15 minutes later, we finally received our order, which was placed in a bag for dine-in despite the lobby being closed. The order was incorrect, with some items cold. The employees failed to provide any explanation or apology. When I mentioned contacting Taco Bell customer service, they called the police, who then asked us to leave the store.

When I woke up this morning and checked my phone, I noticed several text messages, but to my surprise, no missed calls. Throughout the day, my phone remained silent with no incoming calls. Strangely, despite receiving texts from around a dozen people trying to reach me, my phone didn't ring, and they went straight to voicemail. It's been twelve hours, and the issue persists - I still cannot receive incoming calls.

I would like to report an incident that occurred at a specific store involving a particular employee. On two separate occasions, I visited the store to port my number from Bopst. Unfortunately, the same employee was extremely rude both times and claimed she couldn't assist me due to lacking internet access. She declined to provide her name or the corporate contact information. On returning to the store later, I observed her using her personal cell phone while having personal visitors. When I inquired about the internet connection, she mentioned it was working slowly and she couldn't help with the porting process. Additionally, she got into a disagreement in Spanish with another customer. This behavior is inappropriate for someone in a customer service role, and I am contemplating reaching out to the BBB regarding this matter.

I recently visited your store on W Warren and the Lodge Freeway in Detroit on September 16th, [redacted], at 2:50 p.m. The employee working there was very rude. He had a full beard and his cap was turned backward. I found his behavior to be extremely unprofessional. I arrived on my Zip [redacted] scooter due to an ankle injury, but he refused to let me leave it inside. Despite there being no other customers in the store, he repeatedly mentioned that he had just finished mopping the floor. As I tried to leave, the scooter slightly touched the rug, and he accused me of putting the tire on his floor. His lack of customer service was disappointing. I believe he should not be working with the public. Even a simple issue with my phone could not be addressed properly. I have been a loyal customer of Metro PCS since [redacted] and expect better treatment. I am 56 years old and deserve respect. - Wanda J.

I recently visited your store on W Warren and the Lodge Freeway in Detroit on September 16, [redacted], at 2:50 p.m. The employee working was very rude. Despite my injury from two weeks ago, he refused to let me bring my Zip [redacted] scooter inside. Even though the store was empty, he kept mentioning that he had just cleaned the floor. He was unhelpful and made comments that were disrespectful. I believe he lacks proper customer service skills and should not be working in a service-oriented role. All I needed was a few minutes of his time to address an issue with my cell phone. Please consider addressing this matter by taking appropriate action regarding his behavior. Thank you.

My partner (79) and I (76) sought help selecting a user-friendly smartphone, despite wanting a flip phone. Due to limited stock, we were given two options, but found the Coolpad frustrating. Trying to assist my fiance, we both ended up unhappy with the phones, leading to unnecessary stress and poor signal quality in a normally good area. We paid $[redacted] for both phones, extras included, and after researching, discovered we could have purchased the Coolpad for less than $[redacted]. We are disappointed in this situation and feel it is unfair, especially on fixed incomes. We have surpassed the one-hour mark for returns but still desire a resolution, either through a refund or an exchange for a better-quality phone. Hopeful for assistance from someone in charge.

I have sought assistance for both my husband's and my issue from several customer service representatives at a U.S.-based call center. Despite my repeated requests to escalate the matter to the corporate office or someone with the authority to address our multiple problems, I keep receiving the same unhelpful response, "I'm sorry, but there's nothing I can do." As a loyal customer of over 2 years, I feel neglected by MetroPCS, who seem more focused on acquiring new customers rather than retaining existing ones. Could someone please provide guidance on how to connect with a corporate customer service representative? I am frustrated with having to explain my issues repeatedly to individuals who cannot provide a solution. The situation is not only infuriating but absurd at this stage. Regards, F. Upset 🤬

I upgraded my phone on September 15, [redacted], at the MetroPCS By Go Metro Store on [redacted] Carmel Drive in Lafayette, LA. The staff member assisting me promised to include a phone case for free with my purchase, but after the transaction, I was charged $25.38 for a case that wasn't even the correct one for my phone. When I inquired, I was informed that refunds or exchanges were not possible until next week when Abdul94 returns to work on 9/22/[redacted]. Additionally, I was charged a $15 activation fee for a service that was already activated, which I found unreasonable. When I requested the corporate office phone number, the staff was unable to provide it.

I am attempting to update my rate plan, but the system is requesting an 8-digit PIN that I do not recall setting up during my service initiation. After unsuccessfully trying various combinations, I attempted to answer the security question provided. Initially, the question did not appear, but after persistence, it asked about my "dream job." I am certain I did not select this question as I do not have a dream job. I am unsure if the representative who activated my service established a PIN and security question without informing me, but I urgently need access to my account. Please advise on how to reset the PIN and security question linked to my account.

I visited your store seeking assistance for replacing my stolen Motorola E5 phone and wallet. The employee tried to sell me an LG phone, but I preferred the Motorola and explained that my father's medical staff contacts me in case of emergencies. Despite my preference, the employee insisted on the LG and I ended up with a device I didn't want. This experience left me feeling disrespected and taken advantage of. I provided my remaining funds to the employee assuming I would get the phone I wanted, but instead, I received an LG phone and was rudely treated when I refused it. I'm disappointed with how I was treated and would appreciate a resolution. Please review the store's surveillance footage of the incident for clarification. If necessary, I may escalate this matter to the mobile carrier. I would like assistance in ensuring the stolen phone cannot be used. Kindly contact me at [redacted] regarding this matter. Thank you for your attention to this issue.

I visited a MetroPCS store to switch from Boost Mobile because of a promotion offering two free phones for porting numbers. The store insisted I pay $[redacted] for the phones along with extra accessories like a screen protector, case, insurance, and screen wipe, totaling a minimum of $[redacted]. I wasn't given the option to decline the accessories. After contacting other stores, I learned this practice isn't standard. It seems like this particular branch in Medford, Oregon, near Big 5, is unfairly pressuring customers.

I am a veteran and have been a loyal customer of Metro, which is affiliated with T-Mobile. I have always paid my bill on time and recently discovered that I should be receiving a 15% discount. Other companies have tried to lure me away, but I have stayed with Metro. I contacted Customer Service, but they were unaware of this offer. If Metro does not honor this discount, I may consider switching to a different provider that values veterans.

I purchased phones on August 30th, and was told by the cashier that the payment would be due on September 29th. Because my wife and I are paid on the 1st of the month, we asked for the payment date to be pushed up. We were not informed that an upfront payment of $10.18 was required when we requested the date change on the 23rd. Despite explaining that we receive disability checks and were promised it would be added to our phone bill, our phones were unexpectedly cut off on the 24th. We visited the store again on the 25th, where we were given 72 hours of talk and text only, without data access. We had paid for two lines with unlimited talk, text, and data, totaling $[redacted].18 on the current bill due. However, even after paying the $10.18 and adjusting the payment date, our phones continued to be turned off before the 29th of September, resulting in almost a week without data access.