Metro PCS Customer Service Issues

I recently visited the store at [redacted] Mechanic Street in Leominster, MA, to address an issue with my ZTE ZMax Pro phone. Despite being informed that the only solution was to upgrade, I agreed considering I was due for one. During the transaction, the new and trainee saleswoman assisted me. However, upon leaving the store, I found the new phone was inactive. After some back and forth, the phone mysteriously became active. I insisted on reverting to my old phone but was denied since the new phone had been activated post my request for a refund. The lack of customer service and refusal to help by the store "manager" left me utterly disappointed. I regret stepping foot in that location. Additionally, the sign displaying the VP's phone number for contact proved unhelpful as leaving a message was impossible, giving a false impression of customer service.

I purchased a ZTE Avid Trio Z833 cell phone on August 9, [redacted], around 6:30 PM, at Metro PCS. Since then, I have been experiencing issues with calls getting dropped or people not being able to hear me properly. I visited the store and spoke with Jessica, who informed me that the phone was outdated compared to other Metro PCS devices. I requested a refund or an exchange for a new phone at the same price I paid. There seems to have been an error in the pricing as the Trio case should have been $10, not $30, and the tempered glass should have been $15, not $20. The total should have been $87.94, but Jessica charged me $[redacted].99 before the $80 discount, resulting in a total different from expected. - Lisa Kim P.

I am facing a suspension of my account because of non-payment, despite having already used my 48-hour extensions. My spouse and I rely on our phones significantly to coordinate care for our child with special needs at school. Additionally, we have two relatives in the ICU at our nearby hospital, making it even more crucial for us to have access to our phones. I am requesting assistance in reconnecting our service, and I assure you that I will settle both this month's outstanding balance and next month's bill on time.

I purchased four phones but have been unable to use any of them. Suspicious activity has been detected, with someone using a phone generator app to access my account against promises of security. I visited the store to get a new SIM card, and despite being charged $15, the issue persists. I changed three numbers at a cost of $12 each, but upon returning home with the new SIM card, my account was compromised once more. Even after changing to private numbers, I am still unable to use my phones. I am currently relying on a free talk and text app, owing $[redacted] tomorrow, having paid $15.70 for the new SIM card and $12 for each number change. The situation needs to be rectified promptly, as I cannot return the phones and am left in a frustrating predicament.

I am frustrated with the quality of the phones I have received recently. I believe that for the price paid, they should last longer than just 30 days. When my friend upgraded, he received a free smartphone, but I was told I do not qualify for the same deal, which is disappointing. I value reliability and good coverage, which is why I am considering switching back to Tracfone because their phones were dependable and had broad service coverage. It's important to me to have a working phone that doesn't break easily without breaking the bank. I would appreciate speaking to a customer service representative about these issues.

I am experiencing issues with all three of my lines and seeking resolution. Despite multiple attempts, I have not achieved success with troubleshooting the SIM card numbers for my Metro plan. After contacting customer service, I felt unsatisfied as the representative hung up on me, bringing into question the quality of service provided. Having worked in retail for two decades, I believe the current approach to resolving problems is inadequate. I kindly request a thorough review of my previous complaints and prompt contact to address the ongoing issues. If needed, I am willing to escalate my concerns beyond the corporate level. It is disheartening to encounter such challenges, and I hope for a timely and effective solution to improve my experience with the service provided.

I recently purchased a new phone from your representatives. Unfortunately, the phone was faulty and not set up correctly. After only two days of use, I exceeded my data limit, and the phone displays my name when making calls, which is concerning. A trainee handled the phone setup initially, and when I returned for assistance, I was directed to call customer service but received no help. I paid my overdue bill on the 28th as instructed, expecting continued service until the 5th. Surprisingly, my phone service has been disconnected due to billing problems. I am frustrated with the lack of support from Metro's customer service and the technicians. I intend to distribute flyers highlighting my experience outside the store since I cannot reach customer service. I am considering switching back to Sprint for better deals. It's frustrating to resort to email when I prefer a phone call for support.

I am extremely unsatisfied with the representative who assisted me today. I requested my account number and she rudely responded that she couldn't access it, treating me as if I was bothering her during a slow day. Despite being the only customer present, she showed impatience when I inquired further. Her lack of customer service skills may harm the reputation of this business. I hope to avoid dealing with her in the future. Additionally, I faced issues with this branch before, such as a payment error that resulted in service interruption while I was traveling, causing significant inconvenience. Overall, I would rate this company a 2 out of 5 for customer service and excellence.

I visited Metro to pick up my new phone and it turned into a two-hour ordeal instead of the quick visit I expected. The employee I dealt with seemed to lack urgency, causing me to be late for work despite my repeated reminders. After pushing me to purchase insurance I didn't plan on getting, I left the store. Shortly after, my phone fell and the screen cracked. I realize accidents happen, but the whole experience was frustrating and I believe a different representative would have made a difference. I thought the insurance covered replacements, but now I'm facing a repair bill. If this isn't resolved, I'll have to consider switching providers. Thank you for listening to my concerns.

Back in May, I contacted MetroPCS to pause service on my phone (#[redacted]) before leaving the country. They instructed me to continue paying during the suspension with the promise of reimbursement upon service restoration. Upon my return, I discovered my phone had no service and lacked internet connectivity, even Wi-Fi access was unavailable. Visiting a corporate store, they managed to restore service and directed me to the corporate helpline. Following a frustrating 1.5-hour call with Deane from customer service, I was informed they had no record of my May call and faced difficulty accessing their records. They denied knowledge of the service suspension or reactivation. Despite being redirected between the store and customer service, no resolution was provided. I was further disappointed to learn customer service lacks native English speakers or direct lines to supervisors. I am requesting MetroPCS to reinstate my phone service and reimburse the $90 for the 3 months of suspended service. Thank you.

I paid my bill yesterday, but now neither of my two cell phone numbers is working properly. My [redacted] phone only allows emergency calls without internet access, and my other number, [redacted], is showing as unpaid despite being paid. My wife and I are frustrated with Metro as our account is showing a negative balance incorrectly, preventing us from receiving money we are owed. Our phones are not set up correctly, causing us to lose money every minute due to Metro's account error. We urgently need both numbers to be functioning correctly by tomorrow morning.

On August 31st, I discovered that my Metro PCS phone number, [redacted], was showing no service. I visited the Metro PCS store in Lufkin, TX to address the issue. The clerk informed me that my account was supposedly cancelled on August 29th, and it couldn't be reactivated until September 2nd. I did not request this cancellation and would like my phone service to be restored promptly. Additionally, the background music in the store was excessively loud, making it difficult to communicate with the clerk, Miriam Hernandez. Despite my request to lower the volume, it was raised back up when I adjusted it myself. I kindly request the immediate reactivation of my phone service. Thank you for your assistance.

I am experiencing issues with my Metro PCS phone number, [redacted], despite having paid for this month's service. My calls keep cutting out, sometimes disconnecting entirely. Even during a call today, the other person complained about intermittent disconnections. Currently, I am unable to make outbound calls as they automatically hang up after one or two rings. Additionally, my internet service is unreliable, with my speed test showing only .05Mbps. I have attempted various troubleshooting steps such as turning off the phone, running virus scans, cleaning notifications, and using boosters with no improvement. When I called Metro's service number, the automated system would not recognize my number despite inputting it repeatedly. I am unsure whether the issue lies with my phone or the service itself. Your assistance with this matter would be greatly appreciated. Thank you. - V. Alexander

I have a ZTE Z833, my second phone from MetroPCS. The phone is showing an error that the SIM card doesn't match the device and keeps crashing all apps with a "launcher 3" error. ZTE suggested sending the phone for repair, but being without a phone for days isn't feasible for me as it's my only communication device. Multiple MetroPCS stores advised me to purchase a new phone when I approached them for help with the issue. Financially, I can't afford a new phone, especially since the problems with this one are not due to any fault of mine. I need a replacement for my faulty device, and I've had no luck resolving this through the stores. Despite being a loyal customer who always pays on time, I feel undervalued in this situation. I hope for a resolution as I rely heavily on having a working phone for important tasks.

Today, I upgraded my Alcatel Fierce 4 to the Alcatel 7 at the Metro PCS store due to its short battery life. Initially, I was informed by Yizreel from customer care that I could get the new phone for $29, which was not the case. Despite being a loyal customer for a year with a good payment record, I ended up paying $[redacted].10 for the phone. This unexpected cost has left me feeling dissatisfied as it was not what I was promised. I would appreciate any assistance in resolving this matter.

I need to speak with a supervisor as soon as possible. I visited the Metro PCS store on Chenango St in Binghamton, NY. The representative there contacted your service line about my incorrect bill twice. On two occasions, the Metro representative in the store factory reset my phone without requiring the necessary security PIN. The first time happened after I reported it lost or stolen that same day. The second time, I reported my Coolpad stolen, and the rep said they thought my daughter stole it but assured me it was in lost or stolen mode. Twice, they gave a courtesy 48-hour extension without requiring a security code, and someone turned off my phone, ported the number to another account, received a free device, and changed/closed my account. I am contacting the Better Business Bureau to report the store employees' breach of my account and your company allowing access to my phones without my consent or a security code through customer service and Metro physical stores.

I need to speak with a supervisor immediately. I feel that my trust and importance as a customer have been violated. I was misled about not needing my security code, told my phone couldn't be unlocked without it, and had my phone factory reset and taken out of lost mode twice without the code. Additionally, my number was ported to a new provider and disconnected without authorization. I will be contacting the Better Business Bureau for mishandling my account and security information. This breach of security is unacceptable, especially after being reassured it wouldn't happen. I demand to speak with a supervisor to address this situation promptly.

I am disappointed to share that one of your stores took my money for a new phone, and after it failed the next day, they falsely claimed to have ordered a replacement for me. Despite two follow-up visits over the past 2 months with promises of shipment, they are now denying the situation. I have witnesses to corroborate this incident as I work nearby, and my manager and coworkers are aware of the issue. As a loyal customer with three lines of service for years, I have never experienced such poor treatment. I seek resolution through corporate channels to address this matter or will consider legal action against the company. I feel deceived and have been left with a non-functional phone for the past two months while awaiting a replacement that never arrived due to false promises made. Please arrange for a manager to reach out to me promptly. I am also escalating this matter to your corporate office. The staff member at the particular store involved in the faulty transaction is now denying it. Kindly contact me to rectify this situation. Thank you. - Kristina W.

A few months ago, I spoke with a corporate representative regarding the poor customer service I received. They offered me a special rate of $40 a month for unlimited everything, which was a gesture because of my bad experience. However, my bill was changed to $50 without my approval. I contacted a representative named Mary, who accused me of lying. I am requesting to get the originally promised $40 plan. The previous representative I spoke to was very kind and the reason I chose to remain with Metro instead of switching to Verizon. Please contact me at [redacted].

I've been trying to reach a Metro store and customer support without success. I have questions about an iPhone SE offer on their site that lacks clarity. They are offering an iPhone SE for $0 with an eligible number port and unlimited LTE plan. Their unlimited plan, without HotSpot, costs $50 per month or $80 for two lines. I am looking to start new service for my husband and myself. I plan to port my Cricket number to Metro and my husband's Consumer Cellular number to Metro with the $80 unlimited plan for both lines. I am unsure if we need to establish service and purchase phones online or in-store. While Metro advertises no activation fee for new customers, their site mentions "tax and activation fee" not included with the phone offer. We are willing to switch to MetroPCS if the offers stand and no activation fee is applied to either of us. This seems like a beneficial deal for both Metro and us, giving our potential long-term commitment and monthly charges.