Metro PCS Customer Service Issues

I was misled about free upgrades when I bought my phone. I was assured a free upgrade in 3 months, which led me to purchase the current phone. The salesperson was nice, and we even bought her gifts for her birthday. However, when it came time to upgrade, the person I dealt with was extremely rude and disrespectful. Their behavior made me so angry that I ended up breaking my phone's screen. Now, I am stuck with a broken phone and glass in my finger. I had planned to bring my entire family to Metro, as I have already recommended a few friends. Unfortunately, due to the lack of attention to my issue since the beginning of April, I will be taking my service elsewhere where we are treated with respect and receive help with our problems.

Yesterday, I tried to visit my usual store on [redacted] Story Rd in Irving, but it was closed. The sign directed me to [redacted] W. 6th St, but when I arrived, the door was locked despite the posted pandemic hours. I saw someone inside, knocked for 5 minutes, and when he finally came to the door, he informed me they were closed. He was unable to provide information on other open stores. I suspected he was meant to be open but chose not to serve customers. I visited a third location at [redacted] W. Airport Fwy, which was also closed but had a sign. I took photos of all signs. The employee at 6th St location often tried to upsell me despite my lack of interest. He also failed to fix my phone memory issue, in contrast to another store. In the future, I'll avoid his location due to his lack of helpfulness and disregard for customers.

I have contacted Metro PCS customer service multiple times and have documentation. I am having trouble logging into the online portal. After entering my phone number and 8-digit pin, the 6-digit codes for two-factor authentication never work, even though I've tried multiple codes. Additionally, when calling customer service, the number associated with my account is not mine or my wife's. The last representative I spoke to seemed suspicious in the way he handled the call. I would appreciate it if someone could reach out to me via email. If not, I will escalate this issue with Metro PCS. I will not provide any more personal information until I am certain of the identity of the Metro PCS representatives. Thank you.

I recently switched to Consumer Cellular and they ported both phone numbers over, not realizing the phones were locked. Metro PCS is now refusing to unlock the phones because they claim the lines are not active. I've been a loyal Metro PCS customer for 4 years but switched due to cost reasons. I'm unsure why Metro PCS can't temporarily reactivate the account to unlock the phones. I'm Janice S., and the phone numbers involved are [redacted] and [redacted]. My Metro PCS account number is [redacted]2 with PIN [redacted]8. We really need these phones unlocked as we can't afford new ones and have no other phones to use. Thank you, Janice S.

I recently qualified for an upgrade and purchased a phone. When I got home, I realized I didn't like it and wanted to return it as per the 7-day return policy. However, the store refused to let me trade it or get a refund, even though the talk time on the phone was less than an hour. The customer service was very poor, and the staff member was unhelpful. I attempted to go to the corporate office, but they are closed due to the current situation with the Coronavirus. I am now unsure of what steps to take next.

I recently switched to your service from Boost. Initially, I had an iPhone 7, which was not functioning well, and the Boost service was poor, prompting my switch. I transitioned on April 15, [redacted], to the Samsung Galaxy A20, which also has issues. The front sensor is faulty, causing calls to disconnect or hang up abruptly. I visited the store where I purchased it, and they are processing a warranty claim, but the replacement has not arrived as expected. It has been a few days without a phone, and I'm hoping for a resolution. Ideally, I would like to switch to another phone, preferably an iPhone.

I'm Karen S. and you can reach me at [redacted]. I recently had my phone stolen and reported it. After being told I could suspend my account until I got a new phone, I did so. When I tried to activate my new phone and pay my bill, Metro PCS couldn't find my account and directed me to customer service. My lost account had three lines, and I really liked the plan I had. I need help restoring my account and phone number. It's essential for me to access emails linked to that number. I appreciate your support in this urgent matter. Thank you.

I visited a Metro store to inquire about breaking my bill into two payments separated by one week, as I'm currently not working. Unfortunately, they insisted the bill must be paid in full. However, once paid, I could switch to their $15 2gb plan. I explained my situation again, expressing the need to space out my payments for essentials like food, but they were unsympathetic. Reluctantly, I paid the bill and upon returning home, called [redacted] with the same request, only to receive a similar response. When I mentioned the new cheaper plan, I was informed it was for new customers exclusively. Despite mentioning the financial strains of the pandemic, my concerns fell on deaf ears. Feeling disappointed by Metro's lack of understanding and sincerity, I have decided to switch carriers. Dealing with Metro or T-Mobile is something I will avoid at all costs in the future.

I made payments for my bill on April 2nd and April 20th with my credit card ending in [redacted]. Both payments went through to Metro PCS, but I have encountered issues trying to resolve the matter. I contacted two agents today, but they were unhelpful, suggesting I have my bank reverse the payment. However, my bank confirmed the funds were indeed transferred to Metro PCS. I requested for my service to be restored temporarily until the problem is solved, as my job and caring for my two children depend on having a working phone. Despite presenting my bank statement to Metro PCS, showing the payments were made and processed, I have not received proper assistance. This situation has caused me undue stress and financial strain, and I urge for my service to be reinstated promptly.

I made a payment at a Metro PCS store a few hours ago in Columbia, PA. The representative mentioned that they had run out of receipt paper and couldn't provide a physical receipt. She assured me that a text message receipt would be sent instead. I paid $50.00 in cash plus a $3.00 in-store payment fee. I am upset there is no proof of my transaction. Given the current COVID-19 situation, I understood the delay due to waiting for paper stock, though now feel concerned. I've been a loyal Metro customer for many years. Previously my number was [redacted], and after a brief hiatus, I returned as [redacted]. This is the first time I've encountered such an issue. I request my phone service be reinstated promptly as I did make the payment. Kindly provide a resolution.

I recently purchased a phone at the Sefer store on Kingsway Street last month. I interacted with a cashier named Haly whose phone number is [redacted]. When I bought the phone, I noticed that I was charged more than the agreed price. Haly mentioned that if I came back to pay my phone bill the following month, he would give me 2 months for free. However, when I returned last Sunday, he charged me $24 for 2 months. Now, my internet is not working properly, even though I used to have no issues with connectivity. When I contacted Haly, he mentioned that I had already used up my internet in 2 days. This is causing a lot of inconvenience as I can't access my accounts online and can only make calls. Any assistance would be greatly appreciated.

Hello, I inquired about a one-time service and payment extension yesterday due to financial difficulties caused by COVID-19. I recently lost a job opportunity, impacting my family, and my step daughter was taken by her abusive father. Despite being assured of an extension, my service was unexpectedly interrupted. I was told conflicting information regarding the extension date, which does not align with my billing cycle. I prepaid for services to ensure coverage. The ongoing situation with my step daughter and the loss of employment has added to the stress. I have sought legal advice and documented all interactions for potential resolution. I am committed to resolving this matter and ensuring the safety of my family. Your team disconnected calls during a simple request for an extension, adding to the frustration. I hope we can address these issues promptly.

Hello, I'm seeking assistance regarding my LG Stylo 5 issue. I bought the phone, believing it was unlocked, verified the IMEI and ENS blacklist status, and confirmed the account's good standing. Despite these checks and the phone being fully paid for, I'm unable to activate it on any GSM carrier. It appears locked to Metro PCS, although the previous owner had a positive relationship with them. Any support on this matter is highly appreciated. Thank you.

I visited the Metro PCS store in Perry, GA to pay my $54 bill. I handed the representative $[redacted], but she said she couldn't provide change for it. I offered 3 $20 bills, and she claimed she didn't have $6 for change and couldn't credit my account. I'm puzzled that a company can't provide $6 in change. This particular representative, Ayanna, is also known for locking the doors and sleeping during business hours. When I inquired about her manager, she mentioned she was corporate. With multiple negative experiences at this store, I am considering switching to another phone service. I am upset and considering sharing my experience on social media to alert others about the unprofessional conduct at the Metro PCS store in Perry, GA. Thank you.

I visited the Metro store at Old Gentilly Woods Mall Road to make a payment. The female staff member, who was closing, was supposed to send a confirmation number to my phone, but she did not. Unfortunately, my phone was off that Tuesday, resulting in additional charges. When I called the store and asked to review the security camera footage of me making the payment, the male employee there was unhelpful and rude. He refused to provide any confirmation number and directed me to find the number myself. I am currently trying to contact the store, but someone keeps dialing buttons and hanging up. I have been a loyal customer for four years, and this experience is unacceptable. My name is Robert, and I would like a refund of my funds.

I've been experiencing telephone issues for the past two months. Today, I visited the Metro store in Birmingham, Alabama, on Bessemer Rd. When I arrived, the associate immediately suggested I needed an update, which would be my 4th phone since July. I expressed my frustration and mentioned changing providers. The associate advised me to call [redacted] for assistance. After speaking with a technician around 3:30, who attempted to troubleshoot the problem but the calls kept dropping. Upon a second call, another technician provided some guidance. I requested to speak to a Supervisor but was informed one was unavailable to talk or call me back, which was disappointing. This poor service experience has led me to consider changing my service provider. I'm eager to speak to a Supervisor promptly. Thank you.

I had trouble paying for February [redacted] as my SSI direct deposit arrives a few days before the first of the month. I paid for service on March 30, [redacted], and had service until May 1. However, it was then switched off. I couldn't reach Metro for assistance. I paid $40 on April 24, and the same situation occurred - my phone was turned off again. I had until today due to a 3-day extension. I didn't realize the payment was due strictly on the due date. Can I get service for April and either a refund for March or service in June? Or will I need to take legal action against Metro PCS? When I visited Metro stores, they mentioned my late payments and offered no assistance. I paid $80 for no service simply because I missed the due date. Your help would be greatly appreciated, or I will involve the BBB.

I am currently receiving SSI benefits. In February, I faced a financial hardship and was unable to pay my phone bill, resulting in a service interruption. On March 30th, I received my payment early and promptly settled the overdue amount. However, despite this, my phone service was disconnected on the 1st of April due to not paying on the exact due date. I then made a payment on April 4th to cover April's bill, only to face disconnection again. To prevent further interruptions, I paid for May's bill on April 26th, but unfortunately, my service was terminated once more on the 1st of May. I am struggling financially, and this repeating issue is distressing. I kindly seek assistance in resolving this matter as I cannot afford to lose $80 on unnecessary service disruptions from MetroPCS. Your help in addressing this matter would be greatly appreciated.

I made my payment on the 18th of last month with an agreed change of 5 dollars. Typically, with my previous phone company, I could pay on the 18th and have until the next 18th to make the next payment. I am frustrated as I have paid $50 each month but am unable to use my mobile hotspot. Upon reviewing the plan, it was indicated that I should have had mobile hotspot for the last 2 months. Despite my attempts to reach out to Metro over the past week to change the payment date, I haven't had any luck. Previously content with Straight Talk, I only switched to Metro because of the manager's persuasion. However, the new phone I received is malfunctioning after just 2 months of use, affecting calls. I find it challenging to send the phone for repairs as it's essential for my children. Despite sharing my previous negative experience with the manager at Metro, they mentioned being unable to assist since I paid online. It's crucial for Metro to adjust their payment policies to ensure customers receive the full month of service after a payment is made.

Upon signing up with Metro PCS, I was informed that my monthly phone bill would be $40. I made the decision to switch to Metro PCS based on this price point. However, after purchasing a phone and selecting the $40 plan, I discovered that my bill is now $60 monthly, which is beyond my budget. I am confused and upset as to why the store representative assured me of the $40 rate but I am being charged more. I have been unable to reach Metro PCS customer service for clarification, and the store directed me to contact them. Despite numerous attempts, I have been unsuccessful in getting through to customer service. If I had known the actual cost was $60, I would not have switched to Metro PCS. I am disappointed in this discrepancy and require my bill to be adjusted to the initially promised $40 per month. I urgently need to resolve this matter with a customer service representative.