Metro PCS Customer Service Issues

My bill was due today, so I visited the Metro PCS store on Rosedale Highway in Bakersfield. Despite the fact that it was only 5:45 pm, they had already closed and asked me to return the next day. I explained that my payment was due that day, but they stated they were not accepting payments for the rest of the evening. They should either update their operating hours or adhere to the ones they have posted. It was frustrating to make the trip only to be turned away, risking my phone service being suspended or incurring late fees. Having to go back and forth for this adds up in gas expenses, and it's disappointing that Metro PCS did not respect their stated hours. It felt like the staff member just wanted to leave early. If they are unwilling to assist customers for the last 30 minutes before closing, they should establish new closing hours that reflect this policy properly on their signage. I'm curious, would they have still sold me a phone if I had wanted to make a purchase at that time, even though they couldn't process my payment?

I visited the MetroPCS store to set up auto-pay, and they suggested I do it online for a quicker process. When I did, my billing date was changed to two days earlier. This means I get charged before my SSI check arrives on the first of each month, resulting in my phone being shut off. It's counterproductive as I was trying to avoid this issue and now incurring extra costs. If charges are processed two days before the 1st, it doesn't assist me at all; it only adds to my expenses. Kindly revert my payment date back to the 1st or 2nd of the month after 1:00 AM as originally set. I've been a loyal customer since the opening of your Savannah, GA branch. Your prompt attention to this matter is appreciated. Thank you.

I visited the Chickasaw, AL store around 12:30 PM to pay my bill. Upon arrival, I noticed some individuals working on a vehicle near the entrance, and the store door was open. After waiting for about 5 minutes with no staff present, I checked a closed door at the rear of the showroom. An African American woman abruptly entered and began yelling at me for supposedly being behind the counter, despite my distance from it. I clarified I was not trying to access the area and was unaware of their presence outside. A man also confronted me before I decided to leave. I mentioned I would pay my bill online in response to the hostile encounter. This incident took place at the Metro PCS in Chickasaw, AL on 02/17/[redacted] at 12:30 PM.

On February 28th, I interacted with Dane, employee number [redacted]. She provided me with incorrect information and set false expectations regarding my account. Subsequently, I contacted customer service this morning concerning the ACP program. I was informed that I qualified and could postpone paying my phone bill until next month. After speaking with a representative, my phone service was restored, and I continued with my plans to visit my ill mother in Kalamazoo. However, while driving, my phone service was abruptly disconnected. Upon contacting customer service again, I was told there was no resolution. My subsequent conversation with Dane lacked empathy, and she was unapologetic and unhelpful. I am dissatisfied with the service provided by Metro PCS and intend to share my negative experience across various platforms. I advise against using Metro PCS due to their unprofessionalism and poor customer service.

I called because my phone wasn't connecting. I spoke to a customer service representative about 29 minutes ago. He was very condescending. Worst of all, when I was explaining why it was taking me so long to pull up an app to check the status of my connection, he hung up on me and disconnected the service review so I couldn't rate him. I've been with Metro since 2[redacted], and I've always had great customer service. People were friendly, helpful, patient, and willing to go above and beyond to help. However, since the change to Metro by T-Mobile, customer service has declined. I've never had so many problems with my phones until last year. I'm ready to switch to a different company. The main reason I stayed with Metro is no longer there. It's sad because I have had a true connection with Metro - I've been with them through all moments in life. 😢

I am writing to express my extreme dissatisfaction with the customer service I have received from your company. My calls have been transferred multiple times without any resolution to my issue, despite being a loyal customer for a year. My recent visit to a Metro store in Irvington, NJ, was also disappointing due to the unkind treatment I received. It appears that the staff at MetroPCS lacks the willingness to assist me with my cell phone and online account problems, even though I pay for insurance. After my phone was lost recently, I requested the customer service department to suspend my account to protect my sensitive information until I could contact the insurance provider, but my request was denied. I am left with no choice but to seek assistance from Consumer Affairs, the Better Business Bureau, or other regulatory bodies regarding this matter. This situation should have been handled more professionally. Sincerely, T. Shaw [redacted]

I recently purchased a new Apple iPhone XR from my local Metro provider for $[redacted], including a case for $20, totaling $[redacted] on February 9. After setting up the phone, I experienced issues and discovered from Apple support that the IMEI number showed the phone was actually purchased in [redacted] and out of warranty. I feel deceived and worried about my personal and family data being compromised due to this potential fraud. With family sharing enabled through Apple, the security breach could have far-reaching implications. I am concerned about the authenticity of authorized dealers selling used phones as new. I seek assistance and advice regarding this distressing situation to safeguard my personal information.

I encountered an issue trying to purchase a new phone on behalf of my aunt, who is unable to leave her home due to health issues. Despite having her ID, I was treated poorly at the mpcs store on Young Circle in Hollywood, Florida. I could not obtain a power of attorney solely to buy a phone, and it felt unjust to be distrusted each time I visit. I simply wanted to get a new phone for my aunt, essential for her medical appointments and staying connected with our family.

I used to pay nearly $10 a month at Metro thanks to EDD federal assistance. I bought four phones in the 4 for $[redacted] plan, but they falsely claimed it included a hotspot plan. After numerous billing issues and waiting for a refund, I missed a payment once Metro refunded me $60. Suddenly, my line was deactivated, my $60 credit lost, and customer service started hanging up on me. I decided to switch to T-Mobile after they acquired Metro and offered a free tablet, but it was a mistake. The $50 national verifier credit was never fully applied to my T-Mobile account, and despite having insurance on the tablet, I was still billed $94 a month for six months. Now, I'm trying to switch back to Metro, hoping to transfer my number and activate my EBB assistance. I struggle with disabilities and health issues, urgently needing a hotspot for safety. How can I get T-Mobile to refund my losses, address the billing issues, and transfer my number smoothly without starting from scratch?

To the concerned party, I am writing to express my recent experience at a Metropcs store located at [redacted] N Post Rd in Indianapolis, IN on 4/4/22. During my visit with my brother to purchase a new iPhone for our family plan, we encountered an upsetting incident. While interacting with a sales representative named Dina, another employee answered a call on speakerphone. The caller used derogatory language towards us, causing shock and hurt. The employee's attempt to address the situation was inadequate, leaving us feeling disrespected and embarrassed. Subsequently, we visited another store at [redacted] Pendleton Pike and encountered the same employee, further compounding our distress. The racist and disrespectful behavior we experienced does not reflect the values of MetroPCS as a company. We left the store feeling deeply affected by this incident. I am sharing this feedback to bring attention to the issue and hope for a resolution. Thank you for your attention to this matter. Sincerely

I have faced poor treatment and been abruptly disconnected multiple times after signing up for the service. I have been attempting to replace my phone and file a claim for my stolen tablet, but they have not followed through. I received messages asking me to pay $[redacted].59, and was instructed to visit a store to transfer my phone, only to be redirected back to customer service repeatedly. The store was unable to assist me, stating that I need company intervention. I am unsure of the next steps and am seeking replacements for my phone and tablet or a refund for the service from February 24th. Thank you.

I have to say, my experience with Metro PCS has been extremely disappointing. Despite purchasing a phone and using their service correctly, my device remains partially locked. After contacting customer service over 15 times, the issue remains unresolved. I feel let down by both MetroPCS and T-Mobile, considering their relationship. I have warned my family and friends to steer clear of these companies.

I have had a negative experience with your company. They seem to set strict rules and regulations but fail to completely unlock the phone, leaving the customer feeling cheated. I will not recommend this company to others due to this poor service. Instead, I warn everyone about the poor experience I had and advise them to steer clear, especially with many other alternative companies on the market. Overall, a thumbs down from me.

In July [redacted], I switched my OnePlus Nord N10 to Metro, utilizing their web activation process without any issues until April 1, [redacted]. Since then, I've experienced service interruptions every 10 minutes, affecting my ability to make calls, send messages, and use the internet. When contacting customer service, they mentioned non-branded devices might not guarantee optimal performance, but I never had any problems previously. After visiting a local dealer on April 11, [redacted], I was surprised to hear that my device is now considered incompatible despite them selling the same model. They suggested buying a branded model or accepting the unreliable service. I am frustrated and confused by this sudden change and the lack of support provided.

I brought my own device to Metro in July [redacted] after being a customer for approximately two years. I activated a Oneplus Nord N10 successfully using their web portal. Until April 1, [redacted], everything worked flawlessly with occasional outages. However, since then, my service is disrupted every 15 minutes, affecting calls, texts, MMS, and internet. When contacting customer support at *[redacted], they refresh the network but the issue persists. On April 25, [redacted], I visited a local store and was informed my device is suddenly incompatible, despite being the same model they sell. The staff advised me to buy a branded model or accept the intermittent service. This feels unfair considering my trouble-free history with the company. Since they insist on me using their devices with their IMEI, a fair solution would be a direct swap. Given my loyalty over the past decade, I believe this request is reasonable.

I purchased a phone on the night of the 5th at Plaza at the Metro around 8 pm from someone I thought was a friend but was not. They claimed there was an in-person card in it, and when I tried to unlock it with my debit card, it didn't work. I was told to meet back there, but they didn't show up. I called [redacted] from my phone, but it broke. I was promised a refund within two days, which hasn't happened. I am on a fixed income, and I desperately need my money back. It's been tough as all my funds went to you and a rental place. Please assist me with this matter promptly.

Unfortunately, I couldn't make it to any of your locations today. I only have cash and can't deposit it onto a card since my bank account was closed due to fraudulent activity by an internet company. US Bank didn't alert me of this suspicious activity and despite promises, they didn't recover my stolen funds. My account, which was trouble-free for years, got closed abruptly, resulting in a collector pursuing me for repayment. I owe you $[redacted], which I can pay tomorrow with the cash I have. I'm transitioning between bank accounts and experiencing financial difficulties due to being jobless. Could I kindly request a 48-hour extension to settle the bill? I can pay it without issue tomorrow. I appreciate any understanding you can provide in this matter. Thank you for your consideration. Warm regards, J. R.

I visited the Metro store to upgrade my phone by paying over $[redacted]. After using the phone for three months, the home button started glitching. It begins typing randomly, making it impossible to use the device. Even when idle on a table, it starts typing on its own. I contacted Metro multiple times, and they advised me to reach out to the manufacturer because the phone is under warranty. As a loyal customer for over three years, I believe Metro should take responsibility for selling me a defective phone. When I visited the store, they refused to provide a replacement phone, suggesting that I buy another one. I am frustrated and disappointed with this response, and I refuse to spend any more money on a phone from Metro.

I called T-Mobile from my MetroPCS phone while at Walmart to buy a refill card to pay my bill. The operator said it would work, but when I tried to use the $56 card, it didn't go through. After multiple attempts and unhelpful responses, I ended up spending $48 using my debit card at a local MetroPCS store for a $45 bill. When I called back about the failed refill card, they said I had tried too many times and to call again in 24 hours. I've had many issues with MetroPCS recently, from plan changes to missing phone insurance. I want T-Mobile to refund me for the failed card and clear up any confusion between the two companies. I hope this can be resolved because I'm considering taking my business elsewhere. Thank you.

I have a veteran who receives Food Stamps and Service-Connected disability. His only income will be Social Security Retirement Income and his pension. Does he qualify for the Government Cell Phone program? From what I understand, he will need to pay an activation fee for the phone, but the phone itself is free, and he will be on the $30.00 monthly plan. He will need to pay the first month's fee of $30.00 plus an activation fee of $35.00. The government will cover his $30.00 monthly bill the following month. Is this information accurate, or are there missing details I need to know? Does the veteran have to buy a phone from Metro PCS to start this plan? Can he keep his current phone number, or does he have to use a number associated with this program? Thank you for your time and consideration. - Rod D., US Army Honorably Discharged Veteran, GPD Community Case Manager