Metro PCS Customer Service Issues

I have been a Metro PCS customer since [redacted] and purchased a phone at that time that I really liked. However, after 3 years, the phone started having glitches that are driving me crazy. After having a double mastectomy recently, I decided to get a new phone. I chose the J7 Star, hoping it would be similar to my previous one, but I was mistaken. It's very basic and lacks features I expected from a Galaxy phone. I tried to return it but was told I couldn't because I'm not a new customer. I am currently unemployed, and it's difficult for me to afford a phone that is frustrating to use. I kindly request for a refund or an exchange for a different phone. Thank you for your understanding in advance. Debra C.

Recently, I went to several stores in Pasco County searching for a Q7 Plus and finally bought one. I explicitly asked if it had wireless charging capabilities and was reassured by PCS Representatives it did. When I bought multiple wireless chargers and found they didn't work, I went back to the store in Dade City for clarification about the phone's compatibility. Despite arriving after work and waiting patiently, I faced long delays before even getting a response about returning a damaged purchase. It was frustrating to see others served ahead of me repeatedly. I just wanted a simple answer about the phone and to sort out the tempered glass issue. Feeling misinformed about the phone's features and struggling with the customer service, I'm uncertain about my next steps.

I made a payment on 2-22-19, my usual date was the 5th of each month, but I missed it due to a hospital stay. After leaving the hospital, I promptly paid at the Metro Store and was assured I had a 30-day grace period until 3-22-19. Suddenly on 3-6-19, my services were cut off, and I was asked for an extra $30 for another month. I only wanted my services until the original due date on the 22nd, not an extension. Customer service couldn't assist me and seemed to think I was trying to take advantage, which I'm not. If no help can be provided, I may have to switch providers, despite being a loyal customer for 8 years. It's disheartening that the company doesn't prioritize customer satisfaction, especially as I was assured service until March 22nd. Please assist to prevent changing providers, as my husband may insist on switching. Thank you.

I have contacted customer service three times in the past two days to update my address, but have been unsuccessful. Despite being advised to wait for 24 hours, the issue persists. I attempted to update the address online but encountered a technical error. Visiting the store on Mission St in Daly City, I was informed that address changes could only be made at the main store. After a lengthy wait, an employee named Monica seemingly had already updated my address in the system, but was unhelpful when I requested a printed confirmation. Her dismissive attitude and lack of assistance were frustrating. I only require a printed bill with the updated address, a simple request that has become unnecessarily complicated. If possible, please email me the updated bill.

I understand that my bill is due, but I only receive my payment once a month. Unfortunately, I rely on my phone and data to earn my salary. Despite trying hotspots and Wi-Fi for the past three days, the slow speed is not working well for me. The good news is I will get paid next Thursday. I really don't want to change carriers as I have been with MetroPCS for a long time and enjoy their service. However, I can't afford to be without a working phone for several days. Please, can you help me keep my phone active until I receive my next paycheck? I recall a similar situation where this was possible, and I hope we can arrange something similar now.

I paid my metro bill, but the clerk applied it to someone else's account. When I tried to correct the error, the clerk stated they couldn't process my request because there was an outstanding balance on the incorrect account. As a result, I was unable to receive the service I had paid for, leading to a $[redacted] loss per day in missed business opportunities. To resolve this, I stopped the payment on my debit charge to cancel the service. However, my bank, "Chase," did not refund the $68.00 charge. This situation has resulted in me being out of pocket by $68.00 to metro, facing a $[redacted].00 loss, and receiving no service.

As a Metro customer, I have been attempting to upgrade my phone. Unfortunately, both my local store and another location I visited were out of stock and unable to provide any information on when they will be restocked. This lack of availability is disappointing and has left me frustrated with the customer service experience. It's challenging to consider upgrading when faced with these obstacles. I am now contemplating exploring other service providers due to this ongoing inconvenience.

Hello, I am writing to share my experience with Metro PCS. In December [redacted], I signed up for Metro PCS when I was in the United States and had two accounts. I used the service for two months before heading back to Greece, where I reside and work. Whenever I visit the U.S., I rely on Metro PCS for communication. I am interested in using my MetroPCS phone in Greece, but I was informed by customer service that I have to wait [redacted] days from today for the phone to be unlocked. Since I plan to use the phone exclusively in Greece, I kindly request to have it unlocked now instead of waiting another [redacted] days. The phone model is an LG Aristo 2, and the IMEI number is: [redacted][redacted]. I appreciate your assistance in addressing this matter. Thank you, Maria Kehagias

On 03/09/[redacted], I traded my old phone for an LG Stylo4 and bought a monthly service. The service representative mistakenly charged me for three phones and services. Unfortunately, the additional two lines activated under my name were never received. I am seeking assistance to resolve this issue. I would like to file a formal complaint against the representative involved. If the charges are not reversed, I may consider taking legal action, including Small Claims Court, for identity theft, fraud, and damages caused by the overcharge. Moreover, the representative used their business address as my home address and misspelled my name. Thank you for your attention to this matter. -Candace N.

I recently traded in my old phone for an LG Stylo* on ********** and purchased a monthly service. The service representative assisting me mistakenly charged me for three phones and three services instead of one. I was not only overcharged but I also never received the additional two lines that were activated under my name. I would like to file a formal complaint against the representative for their errors. I expect all incorrect charges to be reversed promptly. Furthermore, I would appreciate two months of service (Unlimited High-Speed Data, Texts, & Calls) and an additional LG Stylo4 to compensate for the inconvenience, stress, and financial losses incurred due to this situation since March 9, [redacted]. Additionally, the service rep used their business address as my home address and misspelled my name, which needs correction. Thank you for your assistance. Sincerely, Candace N. Olvera

I purchased an LG K30 from an authorized dealer who also provided a screen protector and case. Within days, the screen protector came off, and shortly after, the phone fell and the screen broke. Upon inspection, I discovered the case was actually meant for a K10, which is slightly larger than the K30. I contacted Metro PCS customer service as advised, and they instructed me to return the items with the receipt. However, when I did, they claimed the K10 case was suitable for the K30. I have been a loyal Metro PCS customer for 14 years, and this experience has left me frustrated. The dealer misled me by selling incorrect accessories, and I now seek assistance to repair my phone screen. I urge the store to acknowledge the size difference between the phones and provide a resolution.

My spouse and I purchased new phones with 2 SIM cards. The salesperson installed the cards and added covers to the phones. Unfortunately, the speaker on my spouse's phone stopped working. During our visit to the store, we were informed that it might be covered by the warranty. However, we were shocked to be told that the warranty was voided due to marks on the phone implying tampering. We did not alter the phone and were wrongly accused of it. Upon requesting to speak with the manager, the clerk claimed to be the manager and dismissed my complaint. She refused to provide her name or contact information. I insisted on speaking with the owner or district manager, both of whom she claimed to be. I am eager to have my phone repaired and for the store staff to be trained in better customer service. Thank you.

I have been a loyal Metro customer for over 2 years. On February 21st, I visited the Capitola, CA store to replace my broken phone, where I was convinced to buy a screen protector, faceplate, and a new phone for a total of $[redacted].59. Unfortunately, after just 3 weeks, my screen cracked and a bubble appeared. Upon returning to the store, the staff rudely informed me that I needed to buy new faceplates. The manager, Nancy Basutro, provided me with a customer support number, stating it was not their responsibility as a franchise store. Disappointed by this lack of assistance, I sought help from Cricket next door. The Cricket manager quickly and affordably replaced the faceplate, revealing the original had been incorrectly installed. This stark contrast in service has led me to consider changing carriers due to Metro's poor customer service in handling a defective faceplate. Sincerely, a dissatisfied customer.

MetroPCS, I want to express my frustration with the customer service I received regarding a $15 problem. Supervisor Ken#[redacted] did not assist me effectively. I contacted customer service for a device change, and despite their assurances, my issue was not resolved. After visiting multiple stores and being told conflicting information, I was still charged $15 for a SIM card that didn't fix the problem. To make matters worse, my service might be turned off due to this unresolved issue. I find it unfair to have paid $65 for less than three days of service. I believe in holding companies accountable for their actions, especially when it involves hard-earned money.

I am currently in a difficult situation with my spouse due to a phone number linked to various online platforms under my name. The number appears to be associated with both MetroPCS and AT&T, showing as a mobile with MetroPCS and a landline with AT&T. I have no affiliation with this number and am seeking to clarify its location and disassociate my information from it. When searching for [redacted], it shows a name, Richard A. Kepoo, and my address, alongside an unfamiliar name. I assure you that I have no knowledge of this number, whether as a mobile or a landline. I am uncertain how to resolve this issue and have contacted the FCC and my State's Attorney General regarding a potential identity theft case. Any assistance in resolving this matter would be greatly appreciated. Thank you, Richard A. Kepoo

My phone broke, so I visited the Metro PCS store on Hwy [redacted] in Palm Desert, CA. The employee there was rude and not very helpful. They only showed me one phone as the available option, insisting it was the only one left. Despite my reluctance, due to illness, I bought the phone over two months ago. Unfortunately, after using it, I find it to be a downgrade and frustratingly lacking features. Metro PCS offered to deduct a $15 service fee from my bill and mentioned a potential upgrade in three months. However, I am dissatisfied with the current phone due to its low ring volume, missed calls, and complicated steps for basic functions. I wish to exchange this phone for a more functional one. I regret not being more assertive during the survey call that led to the fee deduction. Bogus

I recently purchased a phone from a Metro store, and unfortunately, it is not the model I requested or am satisfied with. When I tried to return it within 7 days with less than 60 minutes of talk time as per the store's policy, I was informed by an employee that only damaged phones could be returned, not ones based on dissatisfaction. I even quoted Metro's return policy received from another store, which contradicted the information provided. The policy allows for refunds if the buyer is dissatisfied within the specified time limit and talk time requirements, returning the phone to the original store. I am seeking assistance from Metro PCS to resolve this issue, address the misinformation provided by the saleswoman and store manager, and ensure I can receive a refund as outlined in their policy.

I have experienced a two-week period without the ability to send text messages. Despite contacting tech support and visiting a corporate office, I have learned that my two personal phone numbers have been blocked by the company's automated robocall blocking system. I was assured that the Texas office would resolve this issue and inform me once it's fixed, but I have yet to receive any updates or regain the ability to text. This situation has significantly impacted my communication. I can no longer respond to important texts from Facebook, my bank for account verifications, or reassure my worried mom. Please rectify this matter promptly so I can use my numbers to send texts once again. The affected phone numbers are [redacted]-47-[redacted] and [redacted]. My PIN is [redacted]7. Thank you, and I hope you have a great day. Sincerely, Fernando D.C. & Wendy R.T.

I am having trouble accessing my voicemail from a different phone. When I call my phone from my work line and press the * key, I am not prompted to enter my password. I have attempted to use the MetroPCS voicemail number, but it says the mailbox number is invalid. My account number is [redacted], identified as a high-security account. My name is Joseph T. from Flowery Branch on Sasser Rd. I recently paid my bill in Atlanta while on a job. My birthday is 08/23/[redacted], and the last four digits of my SSN are [redacted]. My voicemail password is [redacted], but I cannot access it. My device is at home, and I am in the northeast Georgia mountains for work, urgently needing voicemail instructions from my employer. Can you investigate the issue with my voicemail, provide an alternative voicemail number, or reset the password to [redacted]? Thank you, Joseph T.

My previous LG Stylo 3 was damaged. I visited the Metro PCS store in Mansfield where they diagnosed it with a faulty charge port. The staff member informed me about the cost of replacing it through insurance. Unsure whether to proceed with the insurance claim or purchase a new phone, I opted for a new phone with the option to return it if unsatisfied. After multiple unsuccessful attempts to catch up with the staff member due to store closures or his busy schedule, I finally spoke with him today. Despite his busy schedule between stores, he convinced me to upgrade to a different phone than the LG Stylo 3. However, after trying out the new phone, LG Aristo 3, I decided to replace my original Stylo 3 through insurance. Now, wanting to return the LG Aristo 3 and accessories, I was informed that as an upgrade, it is not eligible for a refund. Thus, I am now left with two phones and seek assistance with returning the LG Aristo 3.