Metro PCS Customer Service Issues

I have been a loyal Metro customer for 9 years. Dealing with the COVID-19 situation has been tough as I've been on furlough since March 15, [redacted]. Despite financial difficulties, I appreciate Metro offering smaller plan options. Recently, my phone was stolen, and I had to switch to an old phone due to affordability issues. Unfortunately, the screen on that phone went black just when my grandmother was moved to hospice with COVID-19, making communication essential as she is in Florida, and I am in North Carolina. Trying to transfer my SIM card to another phone failed due to a PIN issue. A store employee inadvertently locked my account for 3 days, leaving me without service. I'm struggling to resolve this matter and seek help as I can't afford a new phone. I appreciate any assistance as I'm feeling overwhelmed.

I visited the Metro store today at [redacted] North Ridgewood Avenue, Daytona Beach, Florida, and I encountered extremely rude service from the franchise owner and staff. They were speaking in Arabic and seemed to talk about me behind my back. This behavior has also been experienced by my friend, Brooke Domke. This is not the first time such incidents have happened at this store. Previously, when I had an account there three years ago, the same people were running it and the service was just as bad. I live nearby and planned to open a new account, but due to their disrespect, I will have to find transportation to go to a different store. It would be appreciated if the corporate office in Dallas, TX could investigate this store. Any information on current special deals would be helpful, as I might switch to Metro with my friend Brooke. Thank you, Diane Barnlund.

I'm trying to upgrade my phone online, but your system does not have the correct IMEI number for my current phone, so I cannot complete the upgrade. I have attempted to contact customer service through various channels, but I cannot get the necessary information or speak to a representative. Due to health conditions and COVID, I am at high risk and require completing this upgrade online. My phone urgently needs replacing and could stop working at any moment. The IMEI number is [redacted][redacted], and my current phone is the LG model lmx220mb. I urge Metro to update its system with the correct information. I am frustrated with the inadequate customer service I have encountered this year. I used to recommend Metro, but now I struggle to complete a basic upgrade. I have verified the IMEI number, and the issue lies with Metro. Please resolve this promptly.

I am currently going through a divorce, and my soon-to-be ex-husband accessed my Metro account without authorization. Despite the high security measures in place, it is concerning that he could make changes using my name, Heather. The customer service representative I spoke with seemed uninformed, and the supervisor was unhelpful and dismissive. After requesting to speak to a higher authority, I was left on hold for an extended period before being disconnected. This experience was disappointing, especially during a time when my children and I are left without phones due to his actions. I trust in Metro and have had positive interactions with the majority of your representatives in the past. However, the lack of security on my account is troubling. I hope for a resolution regarding the unauthorized changes made and the increased bill amount. The treatment I received from the supervisor was unacceptable, considering the challenging circumstances I am currently facing. I seek assistance in addressing these issues promptly. Thank you for your attention to this matter. Sincerely, Heather M.

I recently purchased a new phone and need assistance transferring my MetroPCS sim card to the new device for activation. My previous phone is no longer working, so I want to move the sim card from the old phone to the new one. However, I've been having trouble reaching customer service. The automated system keeps disconnecting calls, and I am unable to speak with a representative to resolve my issue. It's frustrating not being able to get help when needed. I hope to resolve this soon as I require my phone service. Thank you for addressing this matter promptly.

After resetting my phone, it's asking for the previous owner's pattern lock or Google account details. Even though my Google account is linked, I can't access it. Metro mentioned that the prior owner released all interests in the phone, but Samsung requires verification of ownership to remove the lock. Metro removed the network lock but suggested contacting Samsung for further assistance. Samsung requested a three-way call with me, Metro, and them, which Metro declined. Despite Metro claiming no knowledge of the previous owner, it's causing frustration. The IMEI for the Samsung A20 is [redacted][redacted]/05, and the serial number is R58MBOCPL4W. Any assistance would be greatly appreciated.

I have written down all the details and provided my contact information. I am eagerly waiting for a technician to give me a call. Recently, I was charged $[redacted] for upgrading from a Motorola G7 or 6 to a Samsung A11, although I was originally looking for an LG or Motorola. The retail price was $[redacted] but was offered for $[redacted] or less, which I paid for the upgrade. Despite having an unlimited plan for a year without issues, I discovered I am only on a 2G network and unable to use the internet effectively. A phone call with a customer service agent got disconnected after 30-45 minutes, and no one reached back out to me. This recurring issue, along with being overcharged $[redacted], has left me frustrated. I rely on my smartphone for internet access, but with the current setup, I can't even download essential apps for security. The lack of an internet connection to access the Play Store is hindering my usage.

I have two issues with my LG-4 cell phone, reference cell number [redacted]: 1. I usually pay for this account through automatic deductions from my visa card. However, I had to cancel the card last Thursday due to a scam. A replacement card is expected from the bank in 5 to 7 working days. The payment is normally deducted from my checking account on the 22nd of each month. There should be enough time before the next payment to update the information with the new visa card details. 2. While texting my son, my cell phone suddenly went blank despite showing a 67% battery level. I'm unsure if the battery needs replacing since it had a significant charge remaining. I urgently need my phone for important medical-related calls and scheduling. Your prompt assistance is greatly appreciated. Thank you, Mrs. Carolyn Artressia PO Box [redacted], Bonita Springs, FL 34[redacted]5 Little John Court, #53, Bonita Springs, Florida [redacted] Alternate contact: Janet Eggleston, sister at [redacted]

I am struggling with my phone as it freezes on the startup screen and I cannot power it off to reboot. I urgently need access to my work apps to avoid losing my job. Despite being provided with an ID number to solve the issue, I am unable to input it due to the phone problem. Please assist me as soon as possible.

Around 8 months ago, I purchased a tablet and added a new line to my account. The tablet was malfunctioning, so I returned it to the store. The manager insisted that it was fine, but changed the number due to spam calls and texts. Despite their efforts to change the number and even putting in a new SIM card, the tablet still retained the original number. Two months later, when I went back to the store, the manager refused to refund my money. I reached out to another store where the manager promised to resolve the issue. Even after speaking to the area manager in North Carolina, nothing has been done in 8 months. I have been paying for a tablet and line that I no longer have. Customer service denied my request for a refund, and I am frustrated with this company's lack of communication and ability to resolve issues. I am seeking a refund for the tablet and the 8 months of service for a line I can't use. It has been 9 months of paying for a service I haven't utilized, and this situation is incredibly disappointing.

I am very dissatisfied with the customer service at the Metro PCS store on Cogswell Street, New Bedford, MA [redacted]. Last month, I switched my plan to the $40 one. I made a $20 cash payment and an $11.67 debit card payment. When I went to the store to pay my bill, the same man who assisted me last month claimed I owed $73. I'm puzzled why this is the case after changing to the $40 plan. He mentioned I only paid $11.67 last month, but my phone service was uninterrupted throughout. I find it hard to believe that Metro PCS would maintain my service for just $11.67. Now, I am being asked to pay an extra $33 this month to keep my phone active, even though I paid $40 last month. I suspect the cashier kept my $20 cash payment from last month, leaving me to cover the difference, which is unfair since I am on a fixed income and disabled. I feel taken advantage of and seek resolution. Thank you. - B. O.

On September 5th, [redacted], I purchased an LG Stylo 6 phone and was assigned a new number. The following day, September 6th, I transferred my old number to the new phone. While interacting with Restituto Kennedy, a customer service agent, he mentioned a $[redacted] rebate for the phone and provided a contact number 1-[redacted]. I was expecting a text with the rebate details but never received it. When I inquired recently about the rebate, I learned that it was only valid for purchases made on September 5th, the day I bought the phone. No one informed me about this deadline until I reached out to customer service the next day. If there was a misunderstanding and no rebate was available, I would have understood. However, it's disheartening to discover that there was indeed a $[redacted] rebate offered on the day of my purchase that I was unaware of. Given the challenges of COVID-19 causing a reduction in my work hours, I was hoping to receive the rebate money to help during these difficult times. It's disappointing that despite being a customer since [redacted], this information wasn't communicated to me. I am kindly requesting assistance in obtaining the $[redacted] rebate that I missed out on. Thank you.

I visited the Metro store to purchase a phone. The cashier took my money, ID, and filled out the account details. However, when I checked at home, the account had a different name, belonging to a lady I do not know. Despite paying for insurance, I cannot utilize it as I do not have the 8-digit pin set up by the other person. Frustrated by this situation, I bought another phone, but could not activate it as my current phone, with the wrong name on the account, was broken. I am tired of dealing with this issue and considering returning the phone to the store.

I received a message from you indicating that I have depleted my high-speed data for the month. Please provide me with details of my initial data balance, current usage, and specify the number that has consumed this data. I have contacted your company and Google multiple times with no response. I have also mentioned the presence of a hacker on my phone, which seems to have been overlooked. Kindly acknowledge receipt of this message promptly and get in touch with me at your earliest convenience. You can contact me at [redacted]. Thank you and have a great day.

I am trying to reach a representative but am unable to do so by phone. The service provider should address this situation. After being hacked, I upgraded to a new Samsung A11 phone for $[redacted] and a month of unlimited service. I have been a customer for over a year and was satisfied until now. Despite expecting a call from the escalation department, I have not been contacted. The iPhone I received is not worth the price paid, and I wish to discuss adding insurance and addressing security concerns caused by the lack of security from the company. I anticipate a call back and may visit the store where I made the purchase. So far, I have not received the case and glass protector I paid for, which should have been part of the $[redacted]. The receipt in my bag was for an SD card purchased with my debit card. I need to resolve this issue as I am unable to connect with a live representative.

I need to speak with a representative but can't make phone calls at the moment. The recent hacking incident led me to upgrade my phone to a Samsung A11, purchasing it along with a month of unlimited service for $[redacted]. I've been a customer for over a year and was satisfied until this incident occurred. I was expecting a call from the escalation department, but it never happened. I feel the iPhone I received is not worth the amount I paid and would like to discuss adding insurance and addressing other security concerns. I am frustrated with the lack of security measures from your company, as it has greatly impacted my life. I am eagerly anticipating a call back and will visit the store in person if necessary. I have yet to receive the case and glass protector I paid for, both of which were included in the $[redacted]. The receipt in my bag was for the SD card purchase, which I paid for using my debit card. I am looking for this issue to be resolved promptly.

I am in urgent need of reactivating my phone as I am currently financially strained. I have a balance of 5.89 cents in my bank account and depend on my phone for job searches. I am struggling with housing and surviving on unemployment until my next payment on 09/22/[redacted]. I kindly request a temporary reactivation until I am able to settle my bill. I assure you I will make a $60 payment once I am paid and I sincerely plead for your assistance in reactivating my phone for a brief period. My phone number is [redacted], the account holder's name is Patrick Rhea with the security answer "buck." Unfortunately, I have forgotten my 8-digit pin. Despite my loyalty to your company over the past couple of years, I find myself in this difficult situation. I have already utilized the 3-day extension and would appreciate any help you can provide. Maintaining my $50 plan is essential for my current needs, and I am unable to downgrade. I hope to avoid switching to another provider due to a one-time inability to assist. Thank you for your attention.

I am feeling overwhelmed with the continuous cycle of changing phones, numbers, and email accounts due to security issues. Constantly dealing with stolen data, passwords, and phone lock downs has left me frustrated. Although I have one idea to resolve the problem, I am hesitant to pursue it at this time. I have encountered difficulties with both phone companies and seeking legal advice as the issues seem to disappear whenever I seek help. I am not well-versed in this technology field, and I feel like giving up on having a phone altogether. If you have any suggestions on how to address these ongoing security issues, I would greatly appreciate your prompt assistance.

Hi, I live with my caregiver, Dottie M.T. Joyal, who handles all my bill payments. I've been requesting Metro Mobil to email my auto payment receipts to [redacted], but I haven't received any response. These receipts are crucial for my record-keeping with the State of RI. My name is Jessica E. Vallee, and due to being an autistic adult in assisted living, I rely on Dottie for paperwork assistance. I can be reached at [redacted] via text for guidance on how to ensure these receipts are sent to my caregiver promptly. Thank you, Jessica E. Vallee

Hello, I'm Stacey and I'm experiencing a problem with my mobile data being very slow. I have an unlimited plan that includes unlimited mobile data for two lines at $80.00 per month. Despite ensuring my phones are updated with the latest software, my mobile data remains slow, which is disappointing considering the unlimited features I pay for on time each month. The issue persists even after informing customer service multiple times. If this matter is not addressed, I may consider switching providers.