Metro PCS Customer Service Issues

Hello, I am Ryan D., a long-time Metro customer. Approximately six months ago, I encountered issues with the Metro website where I pay my bill, making it impossible for me to log in. Consequently, I've resorted to using my phone for payments, which is inconvenient compared to using my computer. Recently, my phone broke, but fortunately, I have Metro insurance. To my disappointment, paying for insurance proved futile as the website failed to recognize me as a customer. This led me to a Metro store where I was advised that upgrading was the only way to get a new phone. Despite owning an LG K-7, I was persuaded to switch to a ZTE Avid 4. Upon attempting to set up the new phone at home, I found it complicated and returned to the store, only to discover that all sales were final. Subsequently, I contacted Metro customer service to address these issues with no success. I rely on my phone for work, so user-friendliness is crucial to me. My desire is to exchange the ZTE for an LG phone that is easier to navigate. Failure to resolve this matter may compel me to escalate my concerns. A functional phone is essential, and I feel misled into a purchase due to deficiencies in Metro's services I pay for.

I purchased an LG Stylo 3 Plus phone and an unlimited phone plan from MetroPCS on May 25th for a total of $[redacted].37 using a Visa card. The salesperson assured me that I could change my number at any time for free, and that the phone could be unlocked after 90 days. However, when I contacted customer service on June 19th to unlock the phone as I was leaving for missionary work in Africa, I discovered the phone wasn't registered in my name, causing a delay in unlocking. After speaking with Oliver and making necessary corrections, he apologized and promised a $40 bill credit. I then contacted the store where I bought the phone, but faced delays in getting the issue resolved due to Thomas, the manager, not responding promptly. I feel MetroPCS has been negligent and discriminatory towards me. I have left a message for them to address these issues and have also highlighted my dissatisfaction with the Better Business Bureau. I am seeking a full refund and prompt resolution from MetroPCS. If I don't hear back soon, I will take further action to shed light on their unprofessionalism. You can reach me at [redacted] or [redacted]. Thank you. Regards, Tanya Jones.

My Galaxy Prime phone is having trouble connecting to the network and often displays "searching" instead of Metro PCS. The Metro store suggested I buy a new phone, but a tech-savvy friend recommended checking the SIM card. I've learned that sometimes the SIM card may not be making proper contact. I applied some pressure to the back of the SIM card, and it connected to the network consistently, but the issue returns after a day. Before considering a new phone (as I can't afford one yet), I'd like to hear your thoughts on trying a new SIM card to see if that resolves the problem. Thank you, Pat.

I have reached out to customer service three times tonight, spending 45 minutes in the process. All I wanted to do today was add more hotspot to my plan. However, I was informed that I couldn't do so because I had already spent too much money. It's frustrating that attempting to spend more with the company leads to service disconnections. Despite spending hundreds of extra dollars monthly on the hotspot, I face these issues repeatedly. Being told to go to the store in the middle of the night or missing work due to service interruptions is unacceptable. After a representative assured me that my service wouldn't be cut off if I made a payment, it still happened. The 24-hour spending limit restriction seems arbitrary, especially when I'm advised to visit the store in person instead. Dealing with phone issues has been challenging as well, despite having insurance. I have expressed my concerns to various levels of support, but the problems persist. If a solution is not provided soon, I may need to involve legal assistance due to the financial losses and inconvenience caused by the service disruptions.

My line was suspended due to a $5 top-up issue. My bank account was hacked, and I have a temporary card that is not being accepted. I have an ill father and have been a loyal customer for over a year. I tried to use my Metro service but couldn't reach a live representative. I need an extension until tomorrow, June 22, 3:00 pm. It's urgent that I have my service reinstated, especially considering my consistent payment history. There was only one instance of non-payment from April 27, [redacted], to June 8, [redacted], when I was overseas without coverage. I informed Metro about this. Please reactivate my service until 3:00 pm on June 22 so I can go to the store in person and settle the $5. I find it unfair that my service was suspended over such a small amount.

I believe I was overcharged today at a store when activating my service. I requested $[redacted] for 4 lines with MetroPCS, but ended up with 4 lines costing $41 each totaling $[redacted]. The representative said it was part of a promotion for the first month. However, I also noticed additional charges on each line that I did not request or agree to, totaling $64 extra. This includes charges for "Call Detail," "CallerTunes Ringback Tones Pkg," "Mexico and Canada Unlimited," "Select Shared Calling," and "Name iD." I believe these were added without my consent to increase my bill. I would like these charges removed from my account and a $64 credit issued. Thank you. -D.K.

I bought a Samsung J3 phone from an authorized dealer for $85, including a month of free service. I made it clear that the phone was intended for use in Zimbabwe as a Father's Day gift. Despite inquiring about the unlock policy at the time of purchase, I was not informed that the phone couldn't be unlocked until [redacted] days of service. Now, in Zimbabwe, the phone is unusable, and I am required to make monthly payments of $30 for six months before it can be unlocked. I wasn't made aware of these conditions and feel deceived. I am seeking a refund or immediate unlocking of the phone. The purchase was made at [redacted] West 116th Street, NY, NY, by a salesperson named Leslie.

I have already written this message twice, which can frustrate people. I am reaching out on behalf of a friend, an elderly gentleman who struggles to use his phone for anything beyond answering calls. He is being charged $50, but as a new Metro customer who received a rebate, I believe he qualifies for a lower rate. When he contacts customer service for help, they guide him with a link he doesn't know how to use due to his lack of familiarity with technology. Despite my efforts to assist, the information is overwhelming and we can't seem to get the necessary support. His name is D.M., and I think his PIN might be [redacted]0. He needs assistance with his account as he cannot afford the current plan. I recall a $30 plan and possibly even a cheaper option. I will follow up with him when he returns. His code for the rebate is LPPXR3RMD3ENEA. I am Kim, feel free to contact me via email if needed. Thank you for your understanding, I hope this clarifies the situation.

I wanted to set up a plan for me and my son. I came across a deal for two people at $80 a month, so on Thursday, June 21st, I visited a Metro PCS store on Lincoln Ave/Knott to upgrade. The person assisting me mentioned that the phones were free and I only needed to pay $75 to leave with them working. Thinking it was a special offer, I paid the $75. The next day, both phones were disconnected. Today, Saturday, June 23rd, I returned to inquire why this happened. The same employee stated I needed to pay an additional $63 to resolve the issue. I complied, but I am upset because I feel I was deceived to make a purchase. As a long-time customer, I find it unethical to be misled for sales. I would have paid the full amount regardless, but being misled is disappointing and frustrating.

Hello, my name is Pluma H. I have been a MetroPCS customer for several years. Recently, I encountered an issue when trying to switch my phone. After facing charging problems with my current phone and receiving unhelpful service at a Metro store, I attempted to switch phones. Despite speaking with an agent who couldn't resolve the issue due to a system upgrade, I was left without a working phone for around 7 hours. Subsequently, I requested a larger credit for the inconvenience but was only given $5. I am disappointed with the level of assistance I have received and am considering switching service providers. Can someone advise me on how to proceed in this situation?

I purchased a phone from METRO PCS on May 28th, only to discover last week that it was registered under someone else's name. Initially, I was informed by Oliver from customer service that I could unlock the phone in 90 days, but later found out it's actually a [redacted]-day policy. After speaking with Jason at the Harrisonburg store, he contacted his manager, Thomas, regarding my issue. However, Thomas did not get back to Jason and was unreachable when Jason tried to call him at home. Despite Metro PCS having numerous complaints at the Better Business Bureau, I believe I have been misled, ignored, and possibly racially discriminated against, being African American. I refuse to accept this treatment and will not allow Metro PCS to disregard this matter.

In December, I got a new phone, but it wasn't working properly. When I took it to MetroPCS on Mason St. in Green Bay, WI, they replaced it with a used phone without informing me. Two months later, the replacement phone started malfunctioning, leading me to discover it was used. Despite visiting the store on a Friday for assistance, no resolution was provided. Following this, I called [redacted] for support who instructed me to request my old phone back. During a visit to the store on Monday with [redacted] on the line, I was asked to leave and later had the police called on me, even though I did nothing wrong. The [redacted] operator, Hugo (badge [redacted]), assisted me. Contact Cheryl Schwab at [redacted] or [redacted] regarding this matter.

My name is J. Rivera. I purchased an LG K20 Plus, but upon opening the box at home, I discovered that the power cord provided did not fit my phone. The store refused to exchange the cord, claiming it was the correct one, but it seemed like it had been wrongly placed in the box. I presented a black cord I bought myself, but they still doubted me. Another dealer advised me that the cord could not have been switched at the store. It seems someone may have tampered with the box. This was the only white cord I received that day. I purchased the phone on 06/24/[redacted] at 18:07 from the MetroPCS store at [redacted] East Charleston Boulevard, Las Vegas, Nevada. I have been a customer for 18 years and have never encountered this issue before. I felt unfairly treated as though I were lying, which is not the case. My previous phone purchases all had smaller connectors.

I'm experiencing ongoing frustration with your service and considering switching carriers. I recently requested a minutes extension, but my phone is having issues making calls, sending texts, and connecting to the internet. I rely on internet access to communicate with my employer, which is essential for my job. I've tried restarting my phone and waiting for over 4 hours for the internet to work, with no success. I urgently need an extension until Thursday at midnight and my data reinstated to avoid losing my job. I've attempted to reach a live person through multiple calls, but only encounter automated systems or get disconnected. The recurring problems I face with your service are concerning, and if this pattern continues, I will have to take my business elsewhere.

I pay $60 monthly for unlimited talk, text, and internet. However, before the new year, my service used to slow down about 4-5 days before I paid my bill. The associate suggested upgrading to the Blade to resolve the speed and data issues, but friends who upgraded advise against it, as they believe my current I-MAX PRO is better. Since I declined the upgrade, my internet speed has significantly slowed down just days after paying my bill. I'm frustrated because with the amount I pay, I expect better service. If this matter isn't resolved, I am considering switching to a different provider. Thank you. -A.R.

Paid $32 for one month of service on June 20, [redacted]. Had issues with MetroPCS autopay in May when they deducted payment at the end of April but still shut off my phone in May. Despite providing proof of payment, they couldn't locate it. After 3 weeks without service, I paid again on June 20. Two days later, phone was cut off for non-payment despite them having my payment. Struggling to reach a real person via phone, chat, or their toll-free number. Have also reached out via Facebook messages with no luck.

I pre-paid for my MetroPCS service at the end of April for May, but they claim they didn't receive my payment. Despite providing evidence like my bank statement and payment confirmation, they still disconnected my phone for three weeks. I made a second payment on June 20 while they investigated, and they turned my service back on. However, just two days later, they shut it off again, even though I paid for service until July 20. I am frustrated that MetroPCS is taking my money and not providing the service I paid for. I have contacted the attorney general's office about this issue and demand immediate reconnection of my phone. This is a prepaid service, so I expect compensation for the weeks I was without service. Thank you.

I receive SSI disability payments monthly on the 1st. Due to timing, I paid my $[redacted] phone bill for four lines halfway through the month, only using two weeks of service. This affects not only me but also my mother, father, and son. Despite trying, I couldn't get an extension. During an online chat with MetroPCS two days ago, I was advised to call back after 48 hours for a service extension until the 1st. I find it unfair to pay the full amount and only receive half the service time. The My Metro app lacked an option to pay a fee of $5-$10 to reset the billing cycle. Please address this issue promptly.

I am currently experiencing significant issues with my Samsung Galaxy J-3 Prime. In March, I had to swap my original phone purchased in June due to it constantly shutting off and not charging. I was unable to return it after 30 days and had to buy another of the same model for $73. Unfortunately, this replacement phone is exhibiting the exact same problems, causing me to miss important calls. I have visited the Indianapolis office multiple times, but the staff have been unable to resolve the issue despite multiple restarts. I urgently need a working phone for my medical care and emergencies, as it is linked to my medical alert service. I am facing challenges visiting the office due to my disabilities and difficulties with transportation. I urge the manager, Juanita, at the Kentucky and Holt Road location to assist promptly. I have been a loyal customer for three years and expect a resolution or a new phone as soon as possible. Thank you for your attention to this matter.

Recently, my mother split our phone lines from one account, and I mistakenly paid the bill without realizing it included two lines. The line I am responsible for is [redacted]. I accidentally paid for another number (which is now disconnected) that wasn't my responsibility. I am not seeking a refund but hoping to upgrade my account to unlimited data. I don't want to deal with disputes; I just want to find a solution. My account number is [redacted]45, and the confirmation number for my payment is [redacted]33. The account was under Darinda Ranew, and I think the passcode is [redacted]2. Thank you for assisting me in resolving this matter.