Metro PCS Customer Service Issues

Due to my 3-month-old daughter's recent hospitalization for pneumonia, I couldn't work last week. Despite speaking with a representative about a payment arrangement, I was informed it wasn't possible. I can settle the balance in full by this Friday, July 6th. Having a functional phone is crucial as I care for my ill mother and daughter still under medical care. It seems unreasonable that only a 48-hour extension is offered, as I've never encountered such a strict policy with phone companies before. If the extension isn't granted for July 6th, I'll switch carriers. In the past, I've been pleased with ATT's flexibility in such situations. Rest assured, the bill will be paid on July 6th, [redacted], pending the approval of this extension.

I contacted MetroPCS yesterday about my ZTE Blade ZMAX phone issue. I've been missing calls and texts sporadically. My son couldn't reach me multiple times, but my phone showed no missed calls or messages. After speaking to a representative, I turned off my phone for 30 minutes as instructed. When I turned it back on, I received messages and calls. However, the problem resurfaced today when a client tried to call me repeatedly, but I didn't get any calls. The representative mentioned crediting my bill for the phone issue, but I haven't seen any credit yet. I rely on my phone for work and can't afford to miss client calls. I hope to resolve this soon. Thank you.

I have been facing difficulties all day and evening today, July 1, [redacted], regarding my temporary restoration for 48 hours. I was assured by the representative, Rap Rey, whom I spoke with at 7:16 p.m. He advised me to continue trying the one-time 48-hour extension via the app every 5 minutes until about 9 p.m. as my cycle date was still pending due to a change. I have been doing so since the time we ended our phone call at approximately 7:34 p.m. It is now 10:17 p.m., and I am still unable to do a one-time 48-hour temporary restoration. I have been continuously calling since 9 p.m. and haven't yet been able to speak to a live representative. I've never had this issue in the past, and I am a very loyal customer. I am highly dissatisfied. I would appreciate it if someone could please contact me back to resolve my issue. I also mentioned to the agent that I wouldn't mind waiting if I didn't have small children and no source of communication in case something serious were to occur. Thank you kindly.

Good morning, I am reaching out today regarding a significant misunderstanding about my experience with Metro PCS. When I switched to a 4 line family plan, I was informed that if I exceeded the $50 threshold, I would be eligible for two months of free service. After diligently paying my bills on time, I expected to receive this promotion in July and August, as explained by the representative. However, I have not seen any evidence of this promised credit on my account. This discrepancy has left me feeling let down by the inaccuracies in the advertising and promotion offered by Metro PCS.

I visited your store on Radio Road in Naples, Florida to switch from Cricket to MetroPCS. The employee in charge assisted me in transferring from my old Samsung phone to a new Samsung device. However, I noticed that he removed the back cover and the SIM card from my old phone without replacing the back cover. When I asked him about it the next day, he denied doing so, but I clearly remember witnessing it. I recently contacted the store to inquire if my old SIM card was used in another device, to which he replied it was not. I now have a functional Samsung phone without a SIM card or back cover. I believe he may have taken the SIM card for its gold content, which is frustrating. Thank you for addressing my concern.

Since my purchase of the LG K20 Plus phone on 4/10/[redacted], I have encountered issues with sending and receiving group messages. Despite contacting PCS Metro technical support twice and spending over an hour on the phone with them, the problem persists. Even after performing a factory reset and sending a letter to technical support for assistance, I have not received a response. I am growing frustrated with PCS Metro, especially when faced with difficulties understanding foreign representatives. I am requesting to speak with a qualified technician who can resolve this issue promptly or replace the phone altogether. As group messaging is essential for my work, I urge PCS Metro to provide a solution. I am reconsidering my loyalty to PCS Metro if this matter remains unresolved. John A.

My Samsung J7 is experiencing issues with sending messages consistently. I have attempted various troubleshooting steps like power cycling, checking for updates, and removing the battery briefly. There are occasions when messages fail to send, indicating a lack of service, even though this problem only recently started happening. Call quality has also decreased, with frequent complaints about inaudibility and dropped calls. My phone is well-protected with a case and screen protector since the day of purchase at metro. Unfortunately, contacting customer service for technical support is challenging because my problematic phone is the only means of communication. This situation is frustrating and inconvenient as I am unable to fully utilize the paid services.

I have a cell phone in my name with Metro PCS. In May [redacted], I went to pay my son's phone bill and the representative mentioned a promotion. She explained that if I transferred my service from Boost Mobile to Metro PCS, I could get a discount. I agreed to switch, but now I am facing issues with my new phone overheating and connectivity problems. When I asked to transfer my number to a different phone, they wanted to charge me extra. The customer service was not helpful, and they were rude when I inquired about the promotion. I feel misled as the additional charges were not mentioned initially. It's frustrating to deal with these unexpected fees after switching my service.

I have been a loyal customer since [redacted], always making my payments on time and upgrading my phone annually. Recently, I bought a phone in April which ended up with a broken screen due to a mistake. Just two weeks ago, I purchased another phone because I lacked insurance and now, within less than 90 days, the new phone's screen is also not functioning properly. Despite visiting the store where I bought the phone and speaking to several representatives, I was directed to Metro PCS on Market St. Unfortunately, they were unable to assist me. I am truly disappointed with the lack of support from Metro PCS. I simply need help fixing my current phone, not a refund or replacement. If this issue cannot be resolved, I may have to consider switching to a different phone provider. If you need to reach me, please do so after 5pm as I work during the day. Thank you.

I have been a loyal MetroPCS customer for a while now, but I am experiencing some frustrating issues with my phone number change request. I initially called at the beginning of last month to switch one of my phone numbers to a [redacted] number. After the change, my phone started showing different names when it rang, which I didn't mind as that was the purpose. However, upon calling MetroPCS again, I was told that my [redacted] number was not functioning due to a lack of insurance. After a lengthy conversation, a representative promised to arrange for a new phone. When I followed up about the new phone, I was informed that I didn't have insurance and would need to visit a store to upgrade. Visiting the store on July 4th, I discovered that they had canceled my original [redacted] number, retained the [redacted] number, and I had paid bills for two numbers not associated with my line. Despite speaking to three different individuals, the issue remains unresolved, and I am frustrated by the lack of competence displayed. I would appreciate a call back to address these issues promptly.

Months ago, I had an unpleasant experience with a saleswoman named Tammy at the Metro PCS store located at [redacted] West State St in Alliance, Ohio. I purchased a Metro Blade Z Max and faced issues with it. When I returned to the store, Tammy was rude, implying I was too old for such a phone. After a heated exchange, I left feeling disrespected and unprofessional. Though Tammy no longer works there, I believe some form of compensation is warranted. I am requesting complimentary phone service to make up for her behavior. Please contact me; I have evidence of her selling cigarettes from her car. Thank you, Mr. Copeland.

I purchased the ZTE phone in September, but it now reboots itself and takes 5 minutes to optimize one app. Additionally, I'm not receiving text messages. I visited my local Metro PCS store, and they said they couldn't fix it, but I could replace it with the same model for $15 or upgrade. I don't understand why I have to pay for a replacement when this is not my fault. Moreover, why would I want the same phone that has known issues? As someone on social security disability with limited income, I rely on this phone as my only form of technology. I recently started a jewelry business and need my phone to be fully functional. The Metro PCS store I visited is on State Road [redacted]. I don't want to use Smartpay to buy a new phone, and I believe I shouldn't have to pay for a replacement when the equipment I was sold is faulty. Your assistance in replacing my phone with an upgraded model would be greatly appreciated.

I made a payment at a specific location in Macon GA on July 5, [redacted]. The associate who helped me, TJ, is someone my wife and I have interacted with before. Despite forgetting my pin, she usually remembers it and processes my payment quickly. However, this time, she did not provide me with a receipt after processing my payment, resulting in my account showing an outstanding balance of $[redacted].85. I spoke to another associate on duty on July 8, [redacted], who contacted TJ and confirmed that she forgot to resolve the issue with the balance. It's frustrating to be without the service I paid for because of this oversight. I trust TJ's customer service skills, but this situation has left me feeling let down. Thank you for your attention to this matter.

I'm experiencing multiple issues with my phone or service. My data is not functioning, and when not connected to Wi-Fi, I can't access the internet. Unlike my husband, we share the same plan and phone, I'm facing delays in receiving text messages, and attachments sent with texts won't download. Additionally, my calls frequently drop, making it difficult to communicate with my husband from any location. I'm eager to utilize the features of my plan and device effectively.

Dear Customer Support Team, I am experiencing multiple issues with my phone. It is not updating, frequently dropping calls - including one mid-conversation with a tech, and texts are taking a long time to send. The MyMetro app is also not functioning, and when I call the [redacted] number, it redirects to [redacted] and back to MyMetro, preventing me from reaching you. Following a phone reset to factory settings last week, it reverted to a [redacted] version and has not updated or worked properly since. I request your assistance in resolving these problems, as they have persisted since the reset. Furthermore, when the call dropped with the Metro Tech, I expected a callback to resume the conversation. The lack of follow-up is frustrating. As a long-time customer with the highest package, I find this level of service unacceptable. I am contemplating switching providers if these issues are not addressed promptly. Sincerely, B. H.

My phone is not updating properly, continually turning off and on. Calls drop frequently, even after speaking with two unhelpful techs. MyMetro app is also malfunctioning, displaying error messages. Text messages take a long time to send. I have the largest package available and am frustrated with the service. This all started after a tech reset my phone last week. I rely on my phone 24/7 for medical reasons. Please resolve these issues so I can use my phone without interruptions and receive important calls. Feel free to reach out at [redacted]. Thank you. Sincerely, B.H.

Last night, I attempted to top up my data with Metro, but they charged my banking account for the full payment instead of $5. I promptly called customer service, and the representative informed me that nothing could be done for 2 to 3 days. Requesting to speak to a supervisor, I got disconnected. Upon calling back, the second representative assured me the money would be refunded immediately. However, this morning, I found I was short for my car payment. Despite trying to contact them again, I was told the system was down. My recent call indicated it would take 8 to 10 days to resolve this error. I want to emphasize this was not my mistake but an error on Metro's end, causing me undue financial stress. As a loyal customer, I find this unacceptable. This situation has put me at risk of vehicle repossession, which is distressing. I urgently need this issue resolved.

My name is Cheryl. I purchased a "new" phone from Metro PCS in Sunnyside, Queens on 46th and Greenpoint Avenue. Unfortunately, the phone was faulty. After exchanging it for another supposedly "new" phone, I encountered the same issue. I paid out of pocket to repair the screen, charging port, and battery. Although I received a refund for the phone itself, I am seeking reimbursement for the out-of-pocket service expenses. I possess receipts as evidence. If my concerns are not addressed, I will be compelled to escalate this matter to the BBB. Thank you.

I was offered a promotion for 3 phones at $90 last Saturday. When I signed up, I had 2 phones for $80 and was assured the plan. I paid $75 on Saturday but the Edgewood MD store didn't have any flip phones for my mom to join the plan. She cancelled her phone on Saturday thinking she was added. On Monday, when I went to get my flip phone, the sales associate couldn't honor the plan as promised. The owner said the new total would be $[redacted], not $90, and the plan wasn't available. I agreed to remove the extra phone. However, my mom was left without service as her phone was cancelled. After removing the phone and refunding me $75, both my and my husband's phones were disconnected wrongly. This mistake almost cost me my job due to the lack of service. I need urgent assistance from a higher-up.

Hello, my name is Kodi Joy, and I am a loyal customer of MetroPCS. I have generally had positive experiences with the company, but recently, I encountered an issue that I hope can be resolved. I purchased an Aristo 2 device a few weeks ago and recommended MetroPCS to my mother when her phone stopped working. We visited the store and decided to switch her to an Aristo 2 as well while I would take a Samsung J Prime. After contacting customer service for an IMEI swap, my Samsung J Prime started having network connection problems within a couple of days. Despite visiting the store for assistance, they mentioned that the return/exchange policy was void due to the IMEI swap, which was never explained to us before. The situation escalated when they insisted on involving Samsung rather than assisting directly. I felt blamed and belittled during this process, and it has been challenging as my father recently had a stroke, and communication is crucial. I would appreciate any help or intervention from MetroPCS to resolve this issue promptly. Thank you for your attention to this matter. Kodi.