Metro PCS Customer Service Issues

I recently visited a store to adjust my plan due to work being paused because of Covid-19. The employee initially claimed there wasn't a $15 plan, but I showed him online. After he updated my bill, it was still high, so I requested a breakdown of charges. When he seemed shocked, I left quietly, feeling embarrassed. I attempted to contact customer service but didn't receive satisfactory assistance. Despite the rude behavior and my calm response, I would appreciate it if someone could reach out to me regarding this matter.

My partner and I are experiencing a phone service suspension issue after making a payment on our shared account on March 30th with confirmation number [redacted]27. We also have received confirmation from our credit card about the $50.00 payment being processed. Despite this, on March 31st, our phones were still suspended, preventing us from making calls, sending texts, or accessing emails. After a visit to a local MetroPCS store, we were informed that the payment had not gone through and that there was nothing that could be done. We have screenshots of both the MetroPCS online payment confirmation and the credit card confirmation showing the successful payment. Unfortunately, we have been unable to reach any customer service representatives for assistance. If possible, we kindly ask for help in resolving the issue and unfreezing our phones by confirming the payment. Thank you.

I was informed that my bill would be either $54 or $58 due to the Coronavirus affecting my work. I explained my financial situation to the representative and requested to switch to the METROPCS $15 offer per line while keeping my original plan features. However, despite assurance that the changes would be made, I received a message stating that my bill is $[redacted] instead of the expected amount in the 50s, causing me frustration. As a loyal customer of 10 years, this discrepancy has disappointed me greatly. I urgently need assistance as I am unable to pay such a high amount during this crisis and require my phone for health reasons to communicate with my doctors and my son. Please address this matter promptly. Thank you. - Janice R. [redacted] [redacted].

Hello, I'm Jacob Farquharson, a dedicated Metro PCS customer residing at [redacted] Freeman St, B, Houston, TX [redacted]. My account number with Metro PCS is [redacted]57. Because of the economic impact of COVID-19 and the corresponding National Emergency, I am seeking some assistance. I am seeking relief with my next month's payment and wish to arrange this without affecting my credit score. Due to reduced work hours in the service industry, I am facing financial hardship. I appreciate any options available to loyal customers during this challenging economic period. Kindly reach out to me within a day to discuss this request at [redacted] or [redacted] Thank you for your assistance.

As a past customer, I switched to T-Mobile due to poor coverage. I had two Moto G7 Power phones activated through Metro. One had issues and the other was reported lost/stolen but has since been found. I need assistance removing the flag and unlocking the phone to use it with my T-Mobile account. I have tried contacting Metro for weeks with no success. I have all the necessary information such as the IMEI number and my account details. Please help me unlock the phone as I already did a master reset and have a T-Mobile sim card ready. Thank you.

I have been trying to get assistance from Metro for an hour, but their queue system keeps sending me in circles. I became frustrated with their prompts and accidentally damaged my phone. When I tried seeking help online, I was redirected back to the queue. I am extremely disappointed with the service I received and feel let down by the company.

I recently went to purchase new service for 4 lines. The agent I dealt with had a bad attitude right from the start. I inquired about the price for the 4 lines to ensure I had enough cash, and after agreeing to a package that included phones, cases, and protected glass, the agent insisted I purchase insurance for the phones. After some back and forth, he eventually removed the insurance but then surprised me with a final price $[redacted] higher than initially quoted. When I questioned the price difference, he seemed even more dismissive and began removing items from the deal we had agreed upon. My family has been loyal customers of MetroPCS, upgrading our phones yearly without issue until now. Both my spouse and I felt the agent was being dishonest for personal gain. Despite his frustration when I declined to proceed with the purchase, I explained it was due to the inflated price he presented. I would like to stay with MetroPCS, but if this behavior is common among the new agents, I may consider switching providers. I would appreciate a call to discuss available plans for the 4 lines. Thank you, Sunshine Beistline.

I visited Metro to pay my bill, and a salesperson mentioned an upgrade that included a free phone line transfer. After buying two new phones as advised, we were charged over $[redacted] for activating them. To add to this, an additional $15 charge appeared on our bill for the supposedly free lines. I am extremely frustrated with the misleading information given by Metro's staff. I feel cheated and disappointed in the company and its employees. I am seeking a solution and hope for a refund. The salespeople at Metro need better training to provide accurate information to customers. Please forward my complaint to the appropriate department. (From Diane H.)

My husband paid the bill for both our phones, $77.00 for Endless talk, text & data on 3/31/20. I have a confirmation number to prove it, yet Metro cut off our phones this morning claiming we didn't pay. I had to settle for a 72-hour extension today since it was impossible to reach anyone all day due to the Coronavirus situation. The automated system at Metro is not helpful at all. I've been their customer for a while, and this treatment is unacceptable. I need my phones back on immediately! We paid $77.00 for this service, so I demand either the service or a refund without any delay. Metro must rectify this situation promptly as it is entirely their fault. I'm frustrated and disappointed in their poor customer service. They need to address this issue right away. My confirmation number is [redacted]47, and my phone number is [redacted]. Metro needs to fix this problem as soon as possible.

I have been a Metro customer since [redacted]. Due to the pandemic, I haven't been able to work my usual jobs as a personal trainer for the elderly and at CitiBike (bike sharing) for almost a month now. I attempted to contact a Metro representative to explain my current situation of having no income and the necessity of my phone for staying in touch with family and friends. Unfortunately, I was only able to reach an automated system which informed me that I could only receive a 72-hour extension. This seems incredibly unfair given my loyalty to Metro for over 15 years, paying $60 a month. Now, I am on a family plan with my wife, who is also unemployed, and my 10-year-old daughter. With uncertain times ahead, being limited to such a short extension is disheartening after being a long-time customer.

I recently lost my job as a bartender due to the current situation, and it's been challenging to support my 5-year-old son without income. I saw your $15 plan but unfortunately can't afford it right now. Keeping up with basic necessities like food is tough, and now our phone bill is also overdue, leaving us with no means of communication. Many companies are assisting customers affected by this crisis, so I'm reaching out to see if you have any additional support available. It's difficult for me to ask for help, but I truly need it during this tough time. I'll make sure to pay for the service once I'm back to work. Thank you for considering my situation. Sincerely, G. Jenkins

Due to being exposed to the Coronavirus, I am unable to pay my phone bill. Recently, my grandfather, Adam Victor, passed away from the virus, becoming the second victim in Jefferson County, Beaumont, Texas. Unfortunately, we were unable to visit or see him due to restrictions, and he passed away alone in the hospital. In light of these circumstances, I kindly request an extension on my bill payment as my family is focused on laying him to rest.

Due to my husband's unemployment, we are currently residing in a hotel room. Recently, our weekly rent was increased by $57, bringing it to $[redacted]. As we are unable to travel to a MetroPCS store due to the pandemic and lack a card for online payment, we are struggling to pay our phone bill. With the high cost of our accommodation and no source of income, we are finding it difficult to cover our phone expenses or reach a Metro location to settle the bill. Is there a possibility of postponing our bill payment by a week or two to allow us time to gather the funds and find a way to make the payment at a Metro store?

Hello, my name is Juan A Mendez. I am having trouble paying my bill this week because I am not working right now due to the coronavirus situation. I am waiting to receive my employment check next week. I need an extension to pay my bill because I cannot be without service. They contact me for everything by phone. I need your help as soon as I receive my pay to pay the bill completely with anything you charge. Thank you. I wish you can help me.

I have been a loyal customer for more than a decade. This is the first time I have asked for an extension. My phone number is [redacted]. Could I please have an extension until the end of the month? I have consistently paid my bills on time, but due to the impact of the coronavirus, our pay schedule has shifted because of cutbacks. I am concerned about not having this line available, especially for medical purposes. You can contact me at [redacted]. I am looking forward to your quick response.

I have a Motorola phone with MetroPCS service. Unfortunately, the charging port is no longer working, and my phone is completely dead. Despite trying to remove and reinsert the battery, the phone remains unresponsive. As a resident in a nursing home battling cancer, I am unable to visit a MetroPCS store in Chicago due to closures related to the coronavirus. I have $50 to budget for a replacement phone that can be delivered to the nursing home with my account information and phone number pre-installed, as my current phone is unusable. Thank you.

I visited an authorized dealer to start a new plan and planned to get the Stylo 5 as I have been using Stylo phones since they were first released. Despite checking online where it was listed as a free phone, the agent informed me that it would actually cost around $[redacted]. Due to this, I had to settle for the LG K40. When we proceeded to the register, I was informed that the store was out of stock of the LG K40. The agent mentioned I had 7 days to return the phone for a different model, but it was frustrating to find they were out of stock. The uncertainty of when they would have it back in stock was disappointing, and it ended with me reluctantly taking the available option. Despite reaching out to Sprint's customer service, they mentioned they couldn't influence the store's inventory. Ultimately, I had to activate the new phone by Sunday night after feeling dissatisfied with the experience.

Due to mistakenly adding several add-ons which I thought were free, my account has been suspended. In order to restore my service, I need to pay $31.00 mandatory charges and an additional $41.00 for the add-ons. However, I am unable to afford these fees as I need the money for essential items like food, especially during these difficult times with COVID-19 affecting us all. I am requesting MetroPCS to reconsider and waive all charges so I can have my service reinstated without any payment. We all make mistakes, and given the stress I have been under lately, I sincerely hope for your understanding and assistance in this matter.

I made an error by adding a lot of add-ons to my account, thinking they were free. Consequently, my service was suspended. I am unable to afford the $31 mandatory fee to restore it, along with an additional $41 for the add-ons. I am struggling financially and need the money for essential items like food, especially during these difficult times with the ongoing health situation. I humbly request Metro PCS to reinstate my service without the mandatory payment and remove the add-ons from my account. Everyone makes mistakes, and I have been under a lot of stress recently due to the current global situation. Please consider helping me in this tough situation.

I spoke with a metro supervisor after talking to a customer service representative regarding our three phone lines. For the past few days, there have been network connectivity issues, preventing me from activating new cards and taking advantage of a promotion for a free phone or tablet when adding a line, which was not mentioned by the advisor. Adding a new line was prompted by a stolen purse that contained my phone. Contrary to what was promised, the bill increased, not decreased. Despite spending hours on the phone with Metro, the problem persists. Unable to reach a supervisor, frustration mounts over the lack of resolution and the inability to use services like Amazon Prime or set up direct deposit with prepaid Visa cards. I have been a customer for years and hope for a satisfactory resolution.