Metro PCS Customer Service Issues

My experience purchasing two new Samsung Galaxy J2 phones on April 5, [redacted], at the Walnut Street store in Rogers, Arkansas, led to unexpected charges on my bill. When Customer Service Representative Taylor Thrasher assisted us, he mentioned no extra fees to set up the phones and assured me our plan payment of $63.00 on the 17th of each month would remain the same. However, upon receiving the bill, we noticed additional charges of $31.50 per phone, totaling $63.00. Upon returning to the store, the explanation provided did not suffice, leaving us feeling deceived. We expect a resolution, either a refund or the removal of the April charges. To our surprise, we received a text requesting an additional $2.98 on our bill, which is unacceptable treatment of customers. - K. Harris

I purchased a ZTE Blade from a Metro PCS store, but the phone has been problematic from the start. It frequently freezes and shuts down on its own and now it's turning on and off by itself, making it unusable. Dealing with Metro PCS customer service has been frustrating as they are not only unhelpful but also rude and difficult to communicate with. A supervisor even suggested I switch companies because my issues couldn't be resolved. I have two lines with them and after paying full price for this defective phone, I believe I deserve some credit towards a new phone of similar quality. Although I qualify for an upgrade, I feel it doesn't compensate for the troubles I've faced with this device.

Hello, I am reaching out concerning my ongoing issue. My phone number is [redacted] and my name is Josiah. I have been in touch with customer care for four months now. I have gone through troubleshooting steps and had my network settings reset by your customer service team. The last agent I spoke with was Raya, ID number [redacted]. Despite paying for my MetroPCS hotspot for the last four months, I have yet to use it even once. Meanwhile, the other three lines under my family account are working fine. I am paying for a service that is essential to me but not functioning. I have not requested any special treatment or adjustments to my account. I diligently pay all four phone bills on time but receive subpar service. I am in need of assistance. Kindly reach out to me at the provided number at your earliest convenience. Thank you.

I recently had to change my phone number from [redacted] to [redacted] due to a late bill payment issue in January or February. However, when I visited a store in Dallas, TX on Greenville Ave to inform them about the change, it seems someone else received my old number. This has caused confusion and unwanted calls to my sick daughter and sister. Even after explaining the situation, the store switched me back to the old number and sold my new number to my sister. I need to keep my new number, so I would appreciate it if this can be rectified quickly. If further communication is required, please contact me via text message. Thank you.

I recently reactivated my phone after it had been inactive for two months. I paid $78.99 online on April 13th to reactivate my phone, but upon visiting the store, I was informed that my number had been reassigned. This led to my payment being applied to the wrong account associated with the same number. I believe Metro PCS should rectify this by transferring my payment to the correct number, issuing me a new number, and reimbursing me for the days the payment was misapplied. The customer service in-store was unhelpful, suggesting I stop the payment with my bank instead of resolving the issue themselves. I feel inconvenienced and believe Metro PCS should be accountable for this error.

My phone was inactive for about 2 months, and I was charged $75 to reactivate it. I made a payment online on April 13th for $78.99, but I couldn't remember my phone number. I found my number in the "About Phone" section as [redacted], but when I tried to apply the payment to that number, I was informed it had been reassigned. The store instructed me to contact my bank to stop the payment, which I found unfair as Metro should have removed the old number from my phone before reassigning it. The in-store representatives were unhelpful and suggested I buy a new phone for $90 plus a $3 processing fee. I believe Metro should take my payment from the number it was intended for and either reassign numbers or credit me for the inconvenience. It's important for Metro to be accountable for these errors. This experience has been frustrating and I hope for a fair resolution.

I am very disappointed. When I called on Sunday to set up my wife's own phone services by switching my phone to her, they redirected me because her phone was still active. I spoke to a gentleman who asked me why I wanted to cancel my plan after being a loyal customer for so long. He offered me a one-time free service to keep me as a customer and even suggested a new number at no extra cost. He assured me twice that I would not have to make any payments until May 15th. However, my phone got disconnected, and I have been unable to reach customer service. The representative hangs up without addressing the issue. If I had known I needed to pay by the 15th, I would have cancelled my services. I am very disappointed and need this matter resolved.

I paid my phone bill on the 3rd of this month, but unfortunately, my phone broke a few days later. I have a backup Metro phone and tried to switch the SIM card over, but it's not connecting. I urgently need my phone as I have a disabled child and it's essential for me to have it working. I went to the store, but they wanted to charge me over $20 to help me switch it over, which I can't afford right now due to already paying my bills. Please, can someone assist me in resolving this issue promptly? Thank you.

On May 30th, it will mark 3 months since I started with the service. In the initial 30 days, they were unable to connect my Prime account. I requested a credit and a proper setup, but they claim they cannot assist with this issue. I believe this matter can be resolved professionally, and I am eager to provide positive feedback to others who have inquired about the service. Despite being told by the office and store owner that they are unable to help, I am reaching out to corporate to explore potential solutions. While I was assured a year of service, it actually took 30 days to activate. Another Metro store ended up resolving the activation for me. I value your assistance and time in addressing this matter. Sincerely, Diana.

Hello, I purchased a Metro PCS Stylo phone two months ago, and despite receiving a new phone, I am experiencing the same issues as before. I have contacted customer support numerous times after being directed to reach out to them by a nearby location. Unfortunately, when a customer support representative finally answers, my phone disconnects during the conversation. This ongoing problem persists, and I am considering switching to a different company because I am not receiving the assistance I am paying for. Each time I make or receive a call, my phone cuts off or loses signal, although the internet functions properly. Despite attempting to troubleshoot by resetting my phone, turning it off and on, and toggling airplane mode, the issue persists. I urgently need assistance, but every time I contact customer service, my phone disconnects before a resolution is reached.

I purchased a Moto E5 Play on April 19, [redacted]. When I brought it home, I was very careful with it and didn't drop it. After the first time I tried to charge it, it turned off and wouldn't turn back on. I returned to the store where I bought it, but the staff said I had dropped it, even though there was minimal damage and no tampering. They refused to exchange it. I paid $[redacted] plus a $30 activation fee for a monthly plan, but now I'm stuck with a faulty phone. I really need a working phone and this purchase was a big investment for me. I just want to exchange it for a functioning device.

Good Afternoon, I bought the new Metro PCS Alcatel 7 cell phone about a month ago. The setup at the store was slow, and the phone has been sluggish since then. I replaced my old phone because it was slow and full. A Metro PCS Rep helped me order and activate a new phone after acknowledging the issue. The new phone also arrived late but was set up by the same helpful representative who even gave me a case as compensation for the inconvenience. Despite the replacement, the new phone remains slow and disappointing, with delayed responses and random button activation. I am aware of the no-return policy for this phone but I would like a functioning phone, preferably not an Alcatel. My phone is in good condition, and I have been a long-term Metro PCS customer appreciative of the service. I am seeking guidance on how to proceed. Thank you for your assistance, Hallei R. Penno

I visited the Metro by T-Mobile store on [redacted] S Padre Island Drive, Suite E, Corpus Christi, Texas [redacted] to add my daughter to my account as she was switching from Sprint. The sales representative, Savannah Ramos, appeared distracted by her phone during the process. She accidentally turned off my mother's phone instead of activating my BYOD device. Despite my attempts to correct her, she continued to make mistakes and even activated the wrong SIM card, leading to further delays. It took nearly two hours, including after hours, to resolve the issues. I felt frustrated by the lack of attention and focus from the representative who seemed more interested in her phone than assisting me as a customer.

I recently moved from South Texas due to job loss. I had issues with my phone and ended up purchasing two phones from T-Mobile. My daughter in California got me a phone through her service, and I went to Metro PCS in Abilene, TX. The service person there was rude when I tried to cancel, saying I couldn't return the phone or get a refund. She forced me into a more expensive plan and only had one type of phone available, which I didn't even get to choose. She charged my debit card $[redacted] without my authorization. I tried to address the problem within two hours of getting the phone, but she was very unpleasant and made me cry. I'm upset and unable to sleep. I want to return the phone and get a refund as soon as possible. I assumed it wouldn't be an issue since it was a T-Mobile phone. Any assistance in resolving this matter would be greatly appreciated.

I am on my third phone since last summer due to repeated battery overheating, shutdowns, and random restarts. Despite getting replacement phones from LG and Metro, the same issues persist. My current replacement, received two months ago, is already malfunctioning like its predecessors. LG was unhelpful, leaving me feeling frustrated with the ongoing problems and the expectation to pay for yet another new phone. It's unreasonable to expect customers like me to constantly spend money on faulty devices. Last night, my phone shut down and rebooted multiple times within minutes, forcing me to use Snapchat to communicate. I can't make calls without a headset, and the uncertainty of when the issues will recur is unsettling. Dealing with three malfunctioning phones in a year is unacceptable, and the lack of resolution is disappointing. I hope for a meaningful solution or else I may switch to another provider.

I visited the Metro PCS store on April 28, [redacted], located at [redacted] E. Admiral Doyle Drive, New Iberia, LA [redacted] around 1:05 pm. When I entered, I was assisted by a clerk named Matt, while another clerk was on a personal call. Unfortunately, the customer service was lacking as Matt provided short and unhelpful responses to my questions about a phone upgrade. The overall demeanor of the staff seemed dismissive and unwelcoming, making me feel like a bother. Despite this, I ended up purchasing a $[redacted] phone and a $25 phone protector case for $20 from Matt. The experience has left me disappointed, and I do not plan on returning to this store due to the poor treatment I received. Metro PCS should strive to improve the quality of service provided by their staff. Thank you for addressing this issue.

I had a difficult experience at the Theodore office with the employees. They were very rude when I purchased a chip for $16. They did not assist me in making it work with my phone. Unfortunately, on the same day, my wife passed away. Now, one of my phones is in police custody due to my wife's murder, and my other phone was stolen. I have another phone that I need the chip to work in. I want to suspend her phone without making any changes for three months until the grand jury makes a decision. I am unable to use the phone until the case is presented to the grand jury. When I explained my situation to the staff member, she gave conflicting information about the cost of the chip and was not helpful.

I recently switched four phones from Verizon to Metro PCS at the Monroeville, PA store. Though we kept our own phones and initially were satisfied, two of the lines are encountering issues with connectivity, and my phone has no signal at my workplace. Following up the next day, I discovered that the problematic phones do not support the [redacted] MHz signal. When I shared this with the Manager, he seemed unaware. Upon learning that we would have to pay higher prices for new phones, I felt dissatisfied by the lack of information when I signed up. Despite raising the issue with regional and district managers, the response remained the same. I plan to cancel my service unless I am offered new account prices for compatible phones. This situation highlights the importance of informed store management and proper customer guidance. I would appreciate your attention to this matter promptly. Thank you. - Neil D. [redacted]

I would like to purchase a new phone at the advertised price of $[redacted] from your website. It is disappointing that the upgrade discount for us loyal Metro PCS customers has been removed. I have been a Metro PCS customer since [redacted] and feel frustrated with the lack of assistance from customer service. I pay $60 a month for my service, and I believe I deserve the upgrade discount. My name is Justin.

Update: Currently on hold for 20 minutes. It seems like I will need to find another place to spend my money. My Motorola E 4, which I have owned for less than a year, is not charging. This problem has rendered it useless for most of the past month. When I visited a local store, they suggested an upgrade that would cost more than a new account along with activation fees and taxes. I encountered a similar issue with a ZTE phone from your company a couple of years ago, where I was told my phone was under warranty but not the charging port, which sounded unreasonable. During my recent visit to the store on 70th street in Shreveport, Louisiana, a male employee accused me of damaging the phone by handling it roughly when disconnecting it from the charger. I found his explanation incredulous. When I inquired why customers weren't advised to be careful when charging the phone, he dismissively claimed it was common knowledge, which I dispute. His demeanor turned hostile when I pressed further, and he rudely insisted that I purchase a new phone and get insurance. I am shocked by his disrespectful behavior, especially considering the loyalty and business I have provided over the years. I made several attempts to contact a customer service representative but have been unable to reach anyone due to an outstanding bill, which is another frustrating issue. I used to praise Metro frequently for its service, but I am currently extremely disappointed and feel like my complaints are not being addressed properly.