Reviews → Cell Phone Supplies, Tablet Equipment, Mobile Phone Service, Customer Service → Metro By T-Mobile

Metro By T-Mobile Reviews (%countItem)

I purchased a phone on August 3, 2020. I attempted to return it and get a full refund on August 5th. The store clerk told me to come back on August 6th for a full refund. I came back and was told due to me calling customer service they would not refund my money. The manager Sam said I raised my voice and because of that he wasn't refunding my money. He told me to return for a refund on August 12th which would be past the 7 day return policy. He said he would attempt to refund my money. He told me to take half the money and get out his store or take nothing.
Product_Or_Service: Samsung /A11/
Account_Number:

Metro By T-Mobile Response • Aug 25, 2020

August 25, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: ***Your File No. *** Metro by T-Mobile Account No: xxxxx***To Whom It May Concern:Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (“T-Mobile”). As such, T-Mobile provides response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as “T-Mobile”.T-Mobile is in receipt of your correspondence dated August 7, 2020, regarding the above-referenced account. Metro by T-Mobile regrets any concerns Ms. concerns regarding her handset. On August 3, 2020, Ms. purchased a handset for the use on the mobile number ending in ***. Please note, Ms. Ms.’s handset is not eligible for a refund because the handset is outside of the MetroPROMISE requirements. The MetroPROMISE is available at https://www.metrobyt-mobile.com/why/MetroPROMISE.html for further review. However, Ms.’s handset is covered by the limited warranty for one year from August 3, 2021. Metro by T-Mobile’s Warranty Options, are posted in stores and found at www.metrobyt-mobile.com. Please be assured that Metro by T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any Metro by T-Mobile employee failed in any way to display that during Ms.’s recent contact with our Metro by T-Mobile authorize dealer. Upon speaking with Ms. on August 18, 2020, Metro by T-Mobile has respectfully declined Ms.’s request to return her handset for a full refund as it is outside of the Metro Promise eligibilities. Metro by T-Mobile has advised Ms. with the limited warranty guidelines if her handset starts having issues. Metro by T-Mobile has advised Ms. that she can purchase the handset of her choosing at any time by visiting a Metro by T-Mobile authorize dealer. Metro by T-Mobile regrets any inconvenience to Ms. and we appreciate her business. Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at 425-689-***.Very truly yours,METRO BY T-MOBILEJuan BExecutive Response

Useful

Exited to buy a phone when I did all I have is problems. Can't load pages deletes my info by itself called metro they give me the run around tried taking it back n a ride lady told me there isnt anything they can do. I didn't have my receipt bc she didn't give me one and forgot all about it til I needed to take it back 1 month later. Now I'm stuck with a phone that's garbage and dealing with very rude people is the worse just like this company
Product_Or_Service: LG /Lm-x420mm/50unlimited
Account_Number:

Metro By T-Mobile Response • Aug 26, 2020

Tell us why here... August 26, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: ***Your File No. ***Metro by T-Mobile Account No: ***To Whom It May Concern:Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (“T-Mobile”). As such, T-Mobile provides response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as “T-Mobile”.T-Mobile is in receipt of your correspondence dated August 9, 2020, regarding the above-referenced account. Please be advised we have made attempts to contact Ms., which have proven unsuccessful. As such, Metro by T-Mobile will make every effort to address Ms.’s concerns within this letter. Metro by T-Mobile regrets any concern Ms. has experienced with her device. T-Mobile records confirm that on May 14, 2020, Ms. upgraded her mobile line ending in *** to her now current LG K40 with International Mobile Equipment Identifier (IMEI) ***. It is important to note that all new Metro by T-Mobile devices come with a twelve-month manufacture warranty. If Ms. needs to exchange her cell phone and it is covered under our warranty policy, T-Mobile recommends she visit a Metro by T-Mobile store or an authorized dealer. Please be advised that Warranty exchange fees are subject to change. All warranty options exclude exchanged phones that show signs of outside physical or liquid damage or that are no longer within the manufacturer’s warranty. Metro by T-Mobile warranty replacement phones are not guaranteed to be new nor guaranteed to receive the same model or the same color. If the exact model is not available, replacement will be of like kind and quality. Color, features and accessory compatibility are not guaranteed. Ms. may use our store locator to find the nearest repair/exchange center to her. Please be advised that Metro by T-Mobile’s MetroPromise offers customers who are dissatisfied with their new phone or service may return their new phone for a full refund, no questions asked, within seven (7) days of their date of purchased and have one (1) hour or less of talk time. However, upgrades are not subject to Metro by T-Mobile’s MetroPromise and, as such, Metro by T-Mobile respectfully declines Ms.’s request to return her device for a full refund. Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at 425-689-3497.Very truly yours,METRO BY T-MOBILEOscar T.Executive Response

Useful

I ported my number from cricket over to Metro T-Mobile on 7/31/2020 I made the mistake of going to Kingdom wireless " Andy " owner I paid $20 for an LG Stylo 6 $60 for 1 month of unlimited data, and a 22.50 activation fee, $102 altogether. I purchased a cover and tempered glass screen protector from Amazon. I put the screen protector on a little crocked, while peeling the screen protector off to straighten, the entire screen came off the phone base to my amazement. I took the phone back to Kingdom wireless and spoke with the owner Andy, the store has a seven day return policy ! Andy informed me that due to physical damage to the phone, he wouldn't allow me to return the phone or give me my $ back ! His only advice to me was to unethically sell me insurance for the phone, knowing it was broken, he charged me $5 and told me how to lie, and commit fraud by filing an insurance claim ! Told me to wait three days, releaving him of his legal responsibility to return my phone within seven business days ! And to pay another $100 out of pocket ! Go 7-10 days without a phone or being able to use the service which I paid $60 for...7/31/2020 to August 30 2020 I left the store feeling Victimized, and taken advantage off and robbed of $ 102 I cancelled the insurance, got my $5 back, I have the receipts ! Andy and his business sold me a bad phone, refused to allow me to return the phone, well within the seven day period ! Tried to take more $ & coached me how to lie and file an insurance claim...I used the little $ I had left & purchased a plan and phone through cricket. Other wise I would be without & phone ! And I am out $185 I am disabled & survive on $700 a month.

Metro By T-Mobile Response • Aug 18, 2020

August 18, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: ***Your File No. *** Metro by T-Mobile Account No: xxxxx***To Whom It May Concern:Metro by T-Mobile is in receipt of your correspondence dated August 5, 2020, regarding the above-referenced account. Metro by T-Mobile is pleased to report to your office that upon speaking with Mr. we have been able to resolve his concerns to his satisfaction.Metro by T-Mobile regrets any concerns Mr. experienced regarding his recent store visits at an authorized retailer. Please be assured Metro by T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any Metro by T-Mobile employee failed in any way to display that during Mr.’ recent visit to an authorized retail location.Records reflect that on July 30, 2020, Mr. transferred his mobile number ending in *** to Metro by T-Mobile. Metro by T-Mobile customers who are dissatisfied with their new phone or service may return their new phone for a full refund, no questions asked. Rules: • The phone must be returned within 7 days of purchase with less than one hour of talk time for a full refund. • The phone must be returned in “like new condition” and contain all original packaging and accessories. • The phone must be returned to the original place of purchase with accompanying phone and service payment receipts. • Online customers must return the phone to the Online Returns Center per the instructions included in the shipment packaging. • Return Policy is for new account activations only. Phone upgrades are non-refundable under this policy, but may be covered by a limited manufacturer's warranty, if applicable. This return policy only applies to new equipment purchased from Metro by T-Mobile, its authorized dealers and metrobytmobile.com. This return policy only applies to monthly service fees paid at Metro by T-Mobile and its authorized dealer locations and excludes monthly service fees paid when the handset was purchased on metrobytmobile.com. Application download fees and funds in MetroConnect® accounts are non-refundable. Purchases made at National Retail locations are governed by National Retailer return policies. MetroPROMISE is not applicable when the handset and service are not purchased at same location. New handset purchases, including handset upgrades, may be covered by a limited manufacturer's warranty. Being that the phone was no longer intact, that would deem the device ineligible for return according to the Metro Promise, however it would be at the discretion of the retail representative to consider on out-of-policy exception.Records indicate that on August 4, 2020, Mr. added insurance to his account, however later that day, cancelled his Metro by T-Mobile account by transferring the mobile number ending in *** to a new wireless provider.On August 17, 2020, Metro by T-Mobile contacted Mr., and processed a check request in the amount of $110.00 to the address used on his correspondence to your office. Metro by T-Mobile advised Mr. to expect the check to arrive within seven to ten business days upon approval. Metro by T-Mobile also advised that his feedback over his experience at the authorized retailer will be used for future experience enhancements and showed appreciation for what he has provided our office. Pursuant to our conversation, Mr. considers the matter resolved and has no further concerns. Metro by T-Mobile regrets any inconvenience to Mr. and we appreciate the opportunity to address this matter.Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at 425-689-***.Very truly yours,METRO BY T-MOBILEAdrianne FExecutive Response

Customer Response • Aug 20, 2020

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Sincerely,

***. I do hereby accept Ms F response and am satisfied with The remedy offered which was the remedy I sought, accountability, and a full refund. Ad Ms F stated, the refund check should be in the mail. Thank you very much.

Respectfully

Useful

Pd. Bill 7/31/20 online with metro. Metro showed on screen I owed 15.00 and I pd it. Metro send me text with confirmation no. Today 8/4/20 metro cut my cell off.called and they said I owed 30.00..$15.00 more. I pd.it with agent. I asked why did they cut cell off and processed money send text with confirmation no.to me.She said the COVID-19 special had expired but it showed me I owed $15 not $30 which was their mistake having the wrong amount due! I was crying, heart racing, dizzy I thought by being so upset cause of this and cutting cell off I might have a heart attact being 73 yrs. old. It felt like elder abuse by being deceived and no apology. Took my money, cleared thru my bank then cut my cell off. Why didn't they send a text and inform me nothey just took my payment like everything was ok and it wasn't. I'm disappointed with them. Checked my cell balance and said I still owe .50 cent.But agent didn't tell me and I just pd. ad to call backagin and pay .50 so they wouldn't cut me off again. Never inmylife has my phone ever been off. This really hurt me and almost sent me to the hospital cause of my heart racing and fear of fainting they had gotten me so upset. I couldn't call evenan ambulance and I need my cell onfor emergencies, too!!
Product_Or_Service: Motorola //
Account_Number:

Metro By T-Mobile Response • Aug 20, 2020

Tell us why here... August 20, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: ***Your File No. *** Metro by T-Mobile Account No: xxxxx***To Whom It May Concern:Metro by T-Mobile is in receipt of your correspondence dated August 4, 2020, regarding the above-referenced account. Metro by T-Mobile regrets any concerns Ms. experienced with the balance on her account. Metro by T-Mobile records reflect that Ms.’s voice line was subscribed to the $50.00 Unlimited Talk, Text and Data service package. On April 23, 2020, Ms. was offered to be on the $30.00 promotional Unlimited Talk, Text and 2GB of Data service package at a promotional price of $15.00 for 60-days. Please note that once the promotional service package expires, Ms. would be migrated to the $30.00 Unlimited Talk, Text and 2GB of Data service package. Metro by T-Mobile records confirm that on July 31, 2020, Ms. remitted a payment in the amount of $15.00, which was the balance due during that time. On August 3, 2020, Ms.’s promotional package expired, and the account was migrated to the $30.00 Unlimited Talk, Text and 2GB of Data service package. Please note that since rate plan change was done on the last day of the billing cycle, Ms. was required to remit a $15.50 payment for the cost difference of the service package. As no additional payment was remitted by Ms., on August 4, 2020, Metro by T-Mobile suspended Ms.’s service. Metro by T-Mobile records confirm that Ms. remitted a payment in the amount of $15.00 and a second payment in the amount of $3.00 updating her account to a credit balance of $2.50. As such Metro by T-Mobile reactivated Ms.’s services. Please be assured that T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms.’s recent contact with our Customer Service.Upon speaking with Ms. on August 14, 2020, Ms. was advised why there was a second payment needed for the month of August. To amicably resolve Ms.’s concerns, Metro by T-Mobile switched Ms.’s voice line to the $50.00 Unlimited Talk Text and Data service package. Additionally, Metro by T-Mobile offered to apply a one-time courtesy credit in the amount of $47.50 waiving the balance due by September 4, 2020. Please note that Ms. accepted our offer as a resolution to her concerns and her account reflects a zero-balance. Metro by T-Mobile regrets any inconvenience to Ms., and we appreciate her business.Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at 425-689-3432.Very truly yours,METRO BY T-MOBILEJuan BExecutive Response

Customer Response • Aug 21, 2020

Complaint: ***

I am rejecting this response because:

Sincerely

Useful

7/7/0 I CHANGED FROM METRO TO CONSUMERS.I DID NOT PORT MY 251 NUMBER AS I WANTE3D A NEW NUMBER.I HAD NO SERVICE WITH METRO IN JULY.IT WAS PRE PAID MONTH TO MONTH NO CONTRACTS.I PURCHASED THE PHONE FROM METRO IT WAS NOT A FREE PHONE NOR A MONTHLY PAID ON PHONE.I OWN IT OUTRIGHT.I SIGNED NO CONTRACTS.WHEN CONWSUMER SENT MY NEW SIM CARD AND I INSTALLED IT I LEARNED METRO HAD LOCKED MY PHONE.I CALLED TO GET IT UNLOCKED PER CONSUMERS ADVICE.I WAS TOLD AFTER A WHILE"OH.WE CANT UNLOCK YOUR PHONE FOR ANOTHER 45 DAYS"I HAD TO BUY A NEW PHONE TO ACTIVATE MY CONSUMER CEULLER ACCOUNT.I OLD THE CSR I HAD NO CONTRACT NOR A VERBAL ADVISORY OF THIS 45 DAYS SHE SAID IM SORRY YOU WERE UNAWARE BUT THERES NOTHING THAT CAN BE DONE FOR 45 DAYS
Product_Or_Service: Motorola /E6/
Account_Number:

Metro By T-Mobile Response • Aug 25, 2020

August 25, 2020FILED ELECTRONICALLYBureau
Service Revdex.com of Alaska,
Oregon, & Western Washington1000
Station Drive, Ste. 222DuPont,
WA 98327Re: ***Your File No. *** Metro by T-Mobile Account No: xxxxx***To Whom It May Concern:Metro
by T-Mobile is in receipt of your correspondence dated August 4,
2020, regarding the above-referenced account. Metro by T-Mobile is pleased to inform you upon speaking with Mr.,
he confirmed his concern has been resolved to his satisfaction.Metro
by T-Mobile regrets any Mobile Device Unlock concerns Mr. has regarding
the Motorola E6 handset with the International Mobile Equipment Identifier (IMEI)
ending in ***, and we appreciate the opportunity to address his concerns. Mobile Device Unlocks are available for those
devices that meet our eligibility requirements such as being active on the
Metro by T-Mobile network for a minimum of 180 consecutive days which is
pursuant to the Terms and Conditions of Service and can be found at www.metrobyt-mobile.com/terms-conditions-service. On
June 23, 2020, Mr. activated the account with the mobile number ending
in ***. During his activation, Mr.
*** purchased a Motorola E6 handset with the IMEI ending in ***. Pursuant to Metro by T-Mobile Mobile Device
Unlock policy, the handset must meet the eligibility requirements which state
the handset must be active on the Metro by T-Mobile network for 180 consecutive
days. As such, the Motorola E6 handset
is not eligible for a Mobile Device Unlock as it does not meet the 180
consecutive day requirement.Nevertheless,
upon speaking with Mr. on August 17, 2020, as a courtesy and means to
amicably resolve his concerns, Metro by T-Mobile approved a Mobile Device
Unlock which will have to be completed by Mr. via the Motorola E6
handset. Additionally, Metro by T-Mobile
applied a one-time courtesy account credit in the amount of $30.00 to the
account which resulted in a zero balance. Should Mr. have any questions regarding this matter, or the
information provided, he may contact our office at the number listed
below. Metro by T-Mobile regrets any
inconvenience to Mr..Based on the foregoing, we respectfully
request that this complaint against Metro by T-Mobile be closed.Customers
may contact Customer Care by dialing 611 from their handsets or by dialing 1
(888) 863-8768. If you have any questions, please do not
hesitate to contact our office toll free at 425-689-***.Very truly yours,METRO BY T-MOBILECarlos TExecutive Response

Useful

I have metropcs and have 2 phone bought back on zerver even ported number also on both at *** desplaines il 60916 sevice tell me there service then it drop to no service also moble sata do t see lte only giving me h+ really nowing tryed t-moble apn also same thing happens on both phone please fix this its not seeing lte but if I go to other place in desplaines il I get great lte service only T my adderss dose this happen use to not happen but no one will fix it or help us
Account_Number:

Metro By T-Mobile Response • Aug 19, 2020

August 19, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: *** Your File No. *** Metro by T-Mobile Account No: ***To Whom It May Concern:Metro by T-Mobile is in receipt of your correspondence dated August 1, 2020, regarding the above-referenced account. Please be advised we have made attempts to contact Mr., which have proven unsuccessful. As such, Metro by T-Mobile will make every effort to address Mr.’s concern within this letter. Metro by T-Mobile is always working to improve its coverage, and we regret any service issues Mr. may have experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. Although the coverage map at www.metrobyt-mobile.com/coverage does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. Metro by T-Mobile has verified the address on Mr.’s letter to your office and based on the coverage map, confirms his account address is in a good coverage area with no known issues. As stated in our Terms and Conditions, https://www.metrobyt-mobile.com/terms-conditions-service: “Service Availability. Service is limited to the operating range, spectrum, and capacity of our or our roaming partner's wireless system in your service area. Your service area is the area depicted in the coverage brochure you received with this Agreement and may change from time to time without notice. Since Metro by T-Mobile uses different spectrum in different areas of the country, service may not be available on all wireless devices in all areas. We may, but are not obligated to, provide notice when you are being served by a carrier other than ourselves. The specific network coverage you get will depend on the radio transmissions your wireless device can receive and use and the Services you have chosen. Specific Services may not be available on all wireless devices at all points in time due to wireless device hardware and/or software, changes to our network, network infrastructure, cessation of specific Services, or service by carriers other than ourselves. Except for 911 calls and any "roaming" service to which you have subscribed, you will not be able to use your wireless device outside of your service area for any calls, including local, long distance and international calls. Further, since services outside Metro by T-Mobile’s area are provided by third parties, not all services may work outside your service area. Service depends on over-the-air radio transmissions. Our coverage maps provide high level estimates of our coverage areas when using Services outdoors under optimal conditions. Coverage is not available everywhere and depends on the Service purchased and the wireless device used. Service speeds are not guaranteed and actual speeds will vary. Estimating wireless coverage, signal strength and Service speed is not an exact science. There are gaps in coverage within our estimated coverage areas that may result in dropped and/or blocked connections, slower Service speeds, or otherwise impact the quality of Service. Many factors beyond our control affect your ability to make and receive calls on your wireless device, the quality of those calls, and the speed of your Service including, but not limited to, your location, the conditions of the atmosphere, terrain, nearby buildings and other structures, network capacity issues, system outages, failure of equipment to operate as expected, spectrum used, problems that occur with service we purchase from third parties, system upgrades, performance of system maintenance, accidents, network problems, network or Internet congestion, software, signal strength, your wireless device, weather, geography, topography, server speeds of the websites you access or other events outside of our control. As a result, sometimes Service, including calls or attempted calls to emergency services like 911, may be unavailable, interrupted or may fail, and the quality of calls may sometimes be poor. Metro by T-Mobile takes no responsibility for Service interruptions or problems caused by factors beyond our control. Any statements by Metro by T-Mobile, its employees, representatives or agents about the coverage of our system are intended only to describe Metro by T-Mobile’s approximate coverage in your service area. You should not interpret any such statement to mean that Service will be available or without interruption in any service area.” Pursuant to the Terms and Conditions, https://www.metrobyt-mobile.com/terms-conditions-service: “Amounts paid for service charges are non-refundable. If your service is terminated for any reason and you have a positive balance in your service account or in your metro by t mobile metro connect account, you will not be entitled to receive any refund.” As such, Metro by T-Mobile respectfully declines Mr.’s request for reimbursement of service. However, if Mr. continues to experience any difficulties with the service, we request that he provide to Metro Customer Care details of the problem, including the date and time details he is experiencing. Please note this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, Metro by T-Mobile can attempt to resolve the issue through network or equipment adjustments. Metro by T-Mobile regrets any inconvenience to Mr..Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at 425-689-***.Very truly yours,METRO BY T-MOBILEOscar TExecutive Response

Useful

I purchased 2 phones from MetroPCS on 07/29/2020 One was an LG and the other a Samsung. . Still having a week of service left from previous provider the phone sat in box that it came in. When trying to make a call or text an error message displayed Not registered on network I called MetroPCS and spoke with an agent he tried to troubleshoot issue but could not resolve it. I went back to the Metro store I purchased it at and explained what happened. To my surprise I was told that they were not going to replace the phone. Stated that I would have to use a warranty I have and will take 7 days. Now I have to wait 7 more days to use the new phone I just purchased. Then I find that warranty closed my case because I did not respond to the attempts made to contact me. On the phone that does not work. From my understanding I was purchasing 2 (NEW) phones that WORK. Paying 110.00 for service for 2 phones. Instead I paid for something I did not receive. This is theft. I just cant believe they will not replace defective items they sell. If they were to look at the data used on the account they would be able to see none was used on that particular number. I will be discontinuing service and just want to report the this issue hoping that this doesn't happen to someone else.
Product_Or_Service: Samsung /A11/Unlimited Plan includes Amazon Prime x2 phones
Account_Number:

Metro By T-Mobile Response • Aug 20, 2020

August 20, 2020FILED ELECTRONICALLYBureau
Service Revdex.com of Alaska,
Oregon, & Western Washington1000
Station Drive, Ste. 222DuPont,
WA 98327Re: ***Your File No. *** Metro by T-Mobile Account No: ***To Whom It May Concern:Metro
by T-Mobile is in receipt of your correspondence dated July 31, 2020,
regarding the above-referenced account. Please
be advised we have made attempts to contact Ms., which have proven
unsuccessful. Therefore, we will make
every effort to address Ms.’s concerns within this correspondence.Metro
by T-Mobile regrets any handset concerns Ms. has regarding the account
and we appreciate the opportunity to address her concerns. On July 17, 2020, Ms. activated the
account with the mobile numbers ending in ***, and ***. Ms. purchased and activated a Samsung
Galaxy A11 handset with IMEI ending in *** on the line of service ending in
***, and an LG K51 handset with IMEI ending in *** which is associated with
the line of service ending in ***. Please note Metro by T-Mobile provides the MetroPROMISE which allows
customers who purchase a handset at full retail price at a retail location a seven-day
return period allowing them to use the handset for less than 60-minutes to see
if it meets their needs. If Ms.
found the LG K51 and Samsung Galaxy A11 handsets were not acceptable, she could
have returned them for a full refund within the seven-day return period. On
July 29, 2020, Ms. attempted to return the LG K51 and Samsung Galaxy A11
handsets. However, the LG K51 and
Samsung Galaxy A11 handsets are not eligible to return as they were outside of the
return period. Metro by T-Mobile
respectfully declines Ms.’s request to return the LG K51 and Samsung
Galaxy A11 handsets as they are ineligible to be returned. While Ms.’s handsets are no longer
eligible to be returned for a refund, each handset is covered by a 12-month
manufacturer’s warranty and if determined that the handset needs to be replaced,
Ms. can locate the nearest repair and replacement center at https://www.metrobyt-mobile.com/storelocator. Should Ms. have any question’s
regarding this matter, or the information provided, she may contact our office
at the number listed below. Metro by
T-Mobile regrets any inconvenience to Ms..Based on the foregoing, we respectfully
request that this complaint against Metro by T-Mobile be closed.Customers
may contact Customer Care by dialing 611 from their handsets or by dialing 1
(888) 863-8768. If you have any questions, please do not
hesitate to contact our office at the address listed below or toll free at 425-689-***.Very truly yours,METRO BY T-MOBILECarlos TExecutive Response

Useful

I went in the Hammer Lane store on 7/29/90 at 5:30 p.m. because I was having issues with my phone that was barely a year old. The person working behind the counter who was not in a MetroPCS shirt with no name tag, a heavy set African American man told me that my phone was completely broken and that I needed to upgrade my phone. I asked him if he was sure because I had never had any issues in the past and I was just started to have problems by trying to download things now. He said yes something had broken and there is no way to fix it so you need to upgrade there is nothing we can do with your phone. I ended up purchasing a newer model of my phone. Then this person totally screwed up my account by setting up the new phone. He disconnected my daughters phone instead of my supposed broken phone, then her phone had to be reconnected which did not happen for 24 hours and he had to have customer service do this he couldn't do it. He ended up changing my plan to a higher rate plan. Then after leaving the store when I had been there over 2 hours I go home to find out that my new phone was still not set up correctly. I went home and now that Hammer Lane store is closed and I am without a working phone that says no network connections. The next day I take the new phone and my old phone to another store on March Lane to find out that my old phone just had a button switched over so that downloads could only be done when on Wifi which he should have known if he was a phone tech. So there was nothing wrong with my phone and I didn't need a new phone. Plus the other store had to do a hard restart on the new phone to get me a network connection. Now I have a new phone that was not needed and I am out and extra $300 in these hard times.
Account_Number:

Metro By T-Mobile Response • Aug 21, 2020

August 21, 2020

FILED ELECTRONICALLY

Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327

Re: ***
Your File No. ***
Metro by T-Mobile Account No: xxxxx***

To Whom It May Concern:

Metro by T-Mobile is in receipt of your correspondence dated August 11, 2020, regarding the above-referenced account.

Metro by T-Mobile regrets to hear of Ms. account and device concerns. Metro by T-Mobile records indicate Ms. subscribes to our three for $90.00 unlimited talk, text and unlimited 4G LTE data speed. On July 29, 2020, Ms. purchased a Moto G7 handset for use on her line ending in ***. During this visit, Ms.’ rate plan was changed to the three lines for $120.00 rate plan that included unlimited talk, text and unlimited data speed. The terms of the MetroPROMISE handset return policies can be found at ww.metrobytmobile.com, are posted in stores, and are printed on receipts, and state:

Metro by T-Mobile customers who are dissatisfied with their new phone or service may return their new phone for a full refund, no questions asked. The following terms need to be met:

• The phone must be returned within 7 days of purchase with less than one hour of talk time for a full refund.
• The phone must be returned in “like new condition” and contain all original packaging and accessories.
• The phone must be returned to the original place of purchase with accompanying phone and service payment receipts.
• Online customers must return the phone to the Online Returns Center per the instructions included in the shipment packaging.
• Return Policy is for new account activations only. Phone upgrades are non-refundable under this policy, but may be covered by a limited manufacturer's warranty, if applicable.

This return policy only applies to new equipment purchased from Metro by T-Mobile, its authorized dealers and metrobytmobile.com. This return policy only applies to monthly service fees paid at Metro by T-Mobile and its authorized dealer locations and excludes monthly service fees paid when the handset was purchased on metrobytmobile.com. Application download fees and funds in MetroConnect® accounts are non-refundable. Purchases made at National Retail locations are governed by National Retailer return policies. MetroPROMISE is not applicable when the handset and service are not purchased at same location. New handset purchases, including handset upgrades, may be covered by a limited manufacturer's warranty.

On July 30, 2020, Ms. visited a Metro by T-Mobile location and the rate plan was changed back to the three lines for $90.00, and any fees that had been charged were corrected to reflect no charges. Metro by T-Mobile was able to confirm the line ending in *** was suspended at 6:34pm and resumed at 6:35pm when the rate plan change took place. We regret if Ms.’ device had any issue regarding the suspension.

Metro by T-Mobile records confirm on August 5, 2020, Ms. returned to the retail location and was able to return her device and was provided a full refund for the device purchased. In addition to the refund, we confirm Ms. had no additional fees assessed due to this matter. Metro by T-Mobile appreciates Ms. feedback and thanks her for her time.

Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.

Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at 425-689-3422

Very truly yours,

METRO BY T-MOBILE

Dolly A
Executive Response

Customer Response • Aug 21, 2020

Complaint: ***

I am rejecting this response because:I did not go to this store to purchase a new phone or upgrade my plan. Your service tech who had no idea what he was doing said my phone was corrupted and said I needed a new phone. After selling the new phone he disconnected the other number on my account not the *** number which stayed disconnected for 24 hours. Plus I had to take the new phone to another Metro store because it was also not set up correctly. These employees saying I purchased the phone to have additional storage makes no sense because I already have an SD card in my phone. I do not accept your response. I have been a loyal customer too many years to be treated like this.

Sincerely

Useful

Bought an unlocked iphone 11 promax from apple! Paid alot! Used it on metro pcs by tmobile! when I went to switch after a few years I chose to switch to ***, I ported my number from metro and set up *** , spent hours and days on phone with apple, metro, t mobile, and *** to find out that metro put a carrier lock on my phone!!! not able to activate any service on my unlocked phone that was bring your own device... they had NO right to lock MY phone that was not from metro!!!! They are ignorant and not helpful at all. Been without a phone since thursday july 30 th and on the phone for HOURS with no solution r unlock of my phone!!! This is fraud and like theft by them locking my phone that I paid over a thousand dollars for!! Metro has no right to carrier lock s phone that is not theirs!!!
This was verified by apple, ***, and Metro, that the imei on my phone is carrier livked to metro tmobile. Metro just plays games and repeats the same nonsense. No corporate, no tech dupport, just same customer service is. Even went yo metro store, no help. This is a iphone 11 promax bought by me unlocked and used month to month on metro, no contract. They had NO right or reason to make my phone useless by placing a carrier lock on it
Product_Or_Service: Apple /Iphone 11 promax /brian hornberger
Account_Number:

Customer Response • Aug 13, 2020

Complaint ID : ***I just wanted to send an email to let you know, the FCC took care of the issue and got them to unlock my phone. Thank you so much for your time.

Useful

Oct 7, 2019

I went into Metro PCS Wireless provider supplying phones, no-contract plans, accessories & repair services.
Address: 216 Main St, Norwich, CT 06360 I was informed google one was included along with VPN and hot spot. I wanted the same phone I originally had but was talked into buying a Samsung Galaxy A20. Since the day I bought the phone I had issues with it. ( hearing and people hearing me) I revisited the store the same day but the long lines led me to leave my number with the store assistant. I was not called back. This went on for about a week. going to the store to calling customer service who had me go to the store and so on. A circle of no help and never getting my issue solved. I eventually met with the associate to get a number for the crystal mall. where I received 1 call back. After I got the voice mail I tried more than 10 times to get this manager/owner back with no success. I spoke to a really nice man at the crystal mall who seemed to be very sincere yet none of them could help me and I never got into contact with anyone to resolve this issue. I have been paying for this phone my account has been tampered with. I have no google one, no hotspot, no Amazon and telephone customer service is no help at all. my account has been changed from this to that and I am at the end of my rope today when I was on a call and I was on hold and couldn't hear the other party my phone turned gray and I couldn't hang up the phone. it gets hot, so I asked was anyone tracing or bugging my phone but they couldn't even help me with that. Today I called Metro customer svc, 1 hour 34 m 9 s and they told me I had to use my insurance and pay a co-pay. I told them I am not willing to do that. If I had damaged my phone yes but the phone came with can't hear, dropping calls, staticy lines, touch a button and it does what it wants. I have gotten nowhere.
Product_Or_Service: Samsung /samsung galaxy A20/regular unlimited plan store had sign advertising google one
Account_Number:

Metro By T-Mobile Response • Aug 25, 2020

August 25, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: ***Your File No. *** Metro by T-Mobile Account No: xxxxx***To Whom It May Concern:Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (“T-Mobile”). As such, T-Mobile provides response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as “T-Mobile”.T-Mobile is in receipt of your correspondence dated August 2, 2020, regarding the above-referenced account. T-Mobile is pleased to report to your office that upon speaking with Ms., we have been able to resolve her concerns to her satisfaction. T-Mobile regrets any concerns Ms. experienced regarding her account and device. Records reflect that Ms. purchased a Samsung Galaxy A20 for use on her mobile number ending in ***. It is important to note that with the purchase of the equipment, Ms. receives a one-year limited warranty that can be covered not only by T-Mobile, but also the manufacturer of the device to be replaced if it meets the requirements of receiving a replacement. Part of the qualifications to receive a replacement are that the device does not reflect any type of physical or liquid damage. If it does, then the warranty would not be honored.Records also reflect that Ms. is subscribed to the optional insurance protection program at a rate of $10.00. The insurance coverage is provided by Asurion, a third-party provider, allowing customers to initiate insurance claims should they experience loss, theft, accidental damage, all of which are activities that are not covered within the limited warranty. Customers who need a replacement while subscribed to this feature, and meet Asurion’s qualifications of a claim, can obtain a replacement upon payment of a deductible.Since the purchase of the device, Ms.’s rate plan has been changed numerous times. The most recent plan Ms. is subscribed to on her four lines of service do not include additional benefits of Google One or Amazon Prime, in addition to Smartphone Mobile Hotspot ability.On August 25, 2020, T-Mobile contacted Ms., and issued an account credit of $120.00, leaving her account active with a zero-balance owed. T-Mobile changed Ms.’s plan to one of the same rate plans that includes both Google One as well as 15GB of Smartphone Mobile Hotspot effective September 10, 2020. T-Mobile also placed an order for a replacement device that Ms. can use and will continue to communicate with her over the device type and shipment progress while the order is approved. Pursuant to our conversation, Ms. considers the matter resolved and has no further concerns. T-Mobile regrets any inconvenience to Ms., and we appreciate her business.Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at 425-689-***.Very truly yours,METRO BY T-MOBILEAdrianne FExecutive Response

Useful

Phone number *** with tmobile.

I tried to create an account with Tmobile, was charged extra money to have their rep setup an account for me. I've never used their services and was billed out and paid for the first month. I've tried contacting them prior to being billed out the first month to close my account and they would not. I just got another billin the mail for $70.00 for services I am not using and can not use, becaue tmobile failed to port my number over from Sprint. I stuck with sprint and have tried talking to multipole representatives there including a manager today who have stated since their rep put in a wrong pin code for me, I must risk my health and safety to go cancel my account at the store. NO! You took my money and charged me extra but can't close it now and forcing me to go risk my own health? This is wrong beyond words. Shame on Tmobile for trying to force someone in to do something that will put their health in Danger.

Metro By T-Mobile Response • Aug 14, 2020

August 14,
2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: *** Your
File No. ***T-Mobile Account No. *** To Whom It May Concern:T-Mobile USA, Inc.
(“T-Mobile”) is in receipt of your correspondence dated August 3, 2020,
regarding the above-referenced account. T-Mobile regrets any
inconvenience to Mr. regarding his account and we are happy to report
his concerns have been resolved to his satisfaction. T-Mobile records confirm Mr.
activated service on June 26, 2020 subscribing to the Magenta rate plan
for $70.00 a month, with AutoPay, as well as purchased a SIM card for
T-Mobile service and remitting a $20.00 support fee activating the
account. On July 12, 2020,
Mr. initiated a port-in request to transfer his phone line from another
carrier to T-Mobile. Please note, to
transfer a phone line from another carrier to T-Mobile, information is required
including the phone number, account number associated with the original carrier
as well as the PIN number associated with the account. T-Mobile called Mr. on July 16, 2020
advising him that the PIN provided was incorrect. At that time, Mr. opted to not
transfer his number to T-Mobile. Our
records do not reflect that Mr. requested to cancel the account. On July 17, 2020, Mr. remitted a
payment of $70.00 through AutoPay for the service activated on June 26,
2020. On August 3, 2020,
Mr. called into his Team of Experts (TEX) to cancel his service with
T-Mobile. Unfortunately, Mr. was
unable to verify the PIN associated with his T-Mobile account. If the PIN cannot be verified or changed over
the phone, a customer may be referred to the nearest T-Mobile retail location
where alternative verification methods may be used.However, on August
7, 2020, Mr. was able to confirm his account information and cancelled
service over the phone. As resolution
for Mr.’s concerns, T-Mobile applied a $70.00 credit for the pending
amount due and provided a refund of $90.00 to Mr. for the previous
payment and support fee. Mr.
accepted the refund as resolution. T-Mobile regrets any inconvenience to Mr..Based upon the
above, we respectfully request that this matter against T-Mobile be closed.Thank you for bringing this matter to our attention. Should you have any further questions, please
feel free to contact me at ***.Very truly yours,T-MOBILE USA, INC. Matt BExecutive Response

Customer Response • Aug 14, 2020

Complaint: ***

I am rejecting this response because: waiting on the promised refund first, have not received it.

Sincerely

Useful

To whomever it may concern, I would like to bring this to your attention that this is my second Revdex.com complaint about my phone and that all other inquiries was always through the customer service line. But for some odd reason whenever I reach out to your specified team I seem to always get a bunch of lies from your selected staff members in customer service. I don't know wha ya'll are training them to do or how but ya'll really need to tighten up. Not only that the last time I complained about my phone service I was told that a tech agent would be reaching out to me which never happened. Then when the pandemic happened I tired to get some help and couldn't get that. Then I contact you guys today about my phone due to it not working when its off of wifi. Now lets get this straight when my phone was bough initially I got it through Metro then it started to mess up so I got apple to replace it knowing that they wouldn't give me a refurbished phone which voided my insurance contract with you guys in which I was unaware of at the time. But I am sick and tired of my phone not being compatible to the services you're available to offer to the general public. The service I really choppy and it does what it wants too and thats unacceptable being that I'm paying my money just like everybody else very month! I deserve to have the same courtesy and consideration. I talked to a rep today who went down a list of things I had already done with previous reps. so he did the tower reset and told me he was going out of que so that he wouldn't get anymore calls and he would call me back to check about the service. Lets just say none of that ever happened and I'm just tired of this mess!!!

Metro By T-Mobile Response • Aug 12, 2020

August 12, 2020FILED ELECTRONICALLYBureau
Service Revdex.com of Alaska,
Oregon, & Western Washington1000
Station Drive, Ste. 222DuPont,
WA 98327Re: ***Your File
No. *** Metro by T-Mobile
Account No: xxxxx***To Whom It May Concern:Metro by T-Mobile is in receipt of your correspondence dated July 31, 2020, regarding the
above-referenced account. Metro by
T-Mobile is pleased to inform you upon speaking with Ms., she confirmed
her concern has been resolved to her satisfaction.Metro by T-Mobile
regrets any service concerns Ms. has experienced regarding the account
and we appreciate the opportunity to address her concerns. Please be
assured Metro by T-Mobile strives to provide world-class service to all our
customers on each contact. We also make
every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed
in any way to display that during Ms.’ recent contact with our Customer
Care department.Unfortunately,
Metro by T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that
may interfere with actual service, quality, and availability which is explained
within the Terms and Conditions of Service and can be found at www.metrobyt-mobile.com/terms-conditions-service. Metro by T-Mobile
has verified Ms.’ primary place of usage address and based on the
coverage map, confirms the address is in a good coverage area with no known
issues, and no current modernization in progress. It is important that if customers experience
any difficulties with the service, that they provide Metro by T-Mobile details
of the problem, including the date, time, and the area(s) in which it occurred,
including the major cross streets. Please note this information is critical to our ability to evaluate and
troubleshoot service and coverage issues. Once aware of the situation, Metro by T-Mobile can attempt to resolve
the issue through network or equipment adjustments. Upon investigating Ms.’s concerns,
Metro by T-Mobile has determined she is experiencing the expected
coverage. On August 3,
2020, Metro by T-Mobile confirmed there is no known issues in the area she was
located. Metro by T-Mobile sent Ms.
*** a new SIM card as she confirmed that the issues started after her
original one was changed. Upon speaking
with Ms., on August 10, 2020 she confirmed her services are functioning
properly at this time. Should Ms.
have any questions regarding this matter, or the information provided, she may
contact our office at the number listed below. Metro by T-Mobile regrets any inconvenience to Ms..Based on the foregoing, we
respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or
by dialing 1 (888) 863-8768. If
you have any questions, please do not hesitate to contact our office at the
address listed below or toll free at ***Very truly yours,METRO BY T-MOBILEFelicia P Executive Response

Customer Response • Aug 12, 2020

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Sincerely

Useful

Can no longer contact customer service via telephone. After switching from boost we were promised a better data connection. I complained within 48 hours that for most of the day I received substandard service. The only time I could get a usable signal was between 1am and 7am.
They agreed to resolve the issue, I called again after another 2 days they again agreed to fix the tower within 72 hours.
It was not fixed so they agreed to credit my card within 3 days.
7 days later still no refund to my card
I returned the phones to the store for refund, the store refused a refund because it was longer than 7 days. After arguing that they need to unlock the phones I was told to contact customer service.
I contacted them and they agreed to unlock both phones within a few days.
Only one phone is unlocked.

Metro By T-Mobile Response • Aug 10, 2020

August 10, 2020

FILED ELECTRONICALLY

Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327

Re: ***
Your File No. Metro by T-Mobile Account No: xxxxx***

To Whom It May Concern:

Metro by T-Mobile is in receipt of your correspondence dated August 1, 2020, regarding the above-referenced account.

Metro by T-Mobile regrets any concerns regarding the coverage area in his address and the unlocking of his handsets. T-Mobile is always working to improve its coverage, and we regret any service issues that Mr. may have experienced. Although the coverage map at www.metrobytmobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. Metro by T-Mobile has verified the address on Mr.’s account and based on the coverage map, confirmed his address is in a good coverage area. However, there are several factors and conditions that may interfere with actual service, quality, and availability.

Metro by T-Mobile is constantly working to evolve the network; however, these significant upgrades requiring each tower be taken offline for a short period of time while engineering installs the necessary hardware. Usually, the towers are only offline late at night in order to minimize customer impact. In most cases, customers are also covered by multiple towers and will not notice when a single site is being worked on. However, some customers may experience degraded service temporarily. During the upgrade, customers may experience some service degradation. These major upgrades can take more time than standard maintenance, but once completed, will provide stronger connection. Our records reflect that two towers servicing the address on Mr.’s account were undergoing modernization from June 19, 2020, through July 31, 2020.

On July 15, 2020, Mr. activated two lines of services with Metro by T-Mobile and purchased two new Metro by T-Mobile handsets. As Metro by T-Mobile is a prepaid service, on July 15, 2020, Mr. was required to remit a $124.92 payment at the point of activation. Please note Mr. was charged a $16.46 device activation fee for each line of service, $80.00 for the monthly service charges from July 15, 2020, through August 14, 2020, for both lines of service and a $6.00 premium handset protection feature for each line. Metro by T-Mobile customers who are dissatisfied with their new phone or service may return the new phone for a full refund, if the following criteria is met:

• The phone must be returned within seven-days of purchase with less than one hour of talk time for a full refund.
• The phone must be returned in “like new condition” and contain all original packaging and accessories.
• The phone must be returned to the original place of purchase with accompanying phone and service payment receipts.
• Return policy is for new account activations only and applies to new equipment purchased from Metro by T-Mobile, its authorized dealers and metropcs.com.

The MetroPROMISE is available at https://www.metrobyt-mobile.com/why/MetroPROMISE.html for further review.

Please be advised our records confirm Mr. contact Customer Service during the timeframe of July 17, 2020, through July 24, 2020, regarding coverage concerns. On July 25, 2020, Mr. attempted to return his handset; however, as he was no longer within the seven-day timeframe, the handset was not accepted for a refund.

Mobile Device Unlocks are available to customers who meet our eligibility requirements. Our records confirm on July 27, 2020, we received a request for a Mobile Device Unlock for the handset used on mobile number ending in *** and ***. However, the device was not eligible for a Mobile Device Unlock as the lines of service had not been active for the require 180 days. Nevertheless, to work toward a resolution on July 28, 2020, Metro by T-Mobile unlocked the handset that was being utilized under the mobile number ending in ***. Our records confirm Mr. has followed the unlock instructions on the Mobile Device Unlock app and has successfully unlocked the handset.

Upon speaking with Ms. on August 1, 2020, Metro by T-Mobile agreed to provide a full refund in the amount of $124.92. The refund will be mailed to the address reflected on Mr.’s account. Metro by T-Mobile offered to unlock the handset that was being utilized on mobile number ending in ***. Please note Mr. has been advised he must follow the instructions from the Mobile Device Unlock app in order to complete the unlock. Metro by T-Mobile advised Mr. his handsets are covered by the manufacture’s limited warranty for one year from July 15, 2020, and he may contact the manufacturer directly to review any handset issues. Metro by T-Mobile regrets any inconvenience to Mr..

Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.

Customers may contact Customer Care by dialing 611 from their handsets or by dialing ***. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at ***.

Very truly yours,

METRO BY T-MOBILE

Juan B
Executive Response

Customer Response • Aug 10, 2020

Complaint: ***

I am rejecting this response because:

Sincerely,

***
Second phone has been unlocked, still no refund which was supposed to be refunded to my card. Now saying they will post it. They agreed to refund 23 July. Entirely their fault they mis-sold a product that falls below their standards and could not upgrade their towers within the 7 day period. We also had to buy new phones because they refused a refund. They are slow to make refunds, the case needs to stay open until I have received the refund. Many thanks

Useful

Store is selling phones with no return or exchange policy. And manager hangs up on customers when they make inquiry, plus has sales clerks unattended for 5 hour lunch breaks. Sold phone with problems which their tech support is unable to fix, but refuse to replace.
Account_Number:

Metro By T-Mobile Response • Aug 28, 2020

Tell us why here... August 28, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: ***Your File No. *** Metro by T-Mobile Account No: ***To Whom It May Concern:Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (“T-Mobile”). As such, T-Mobile provides response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as “T-Mobile”. T-Mobile is in receipt of your correspondence dated July 29, 2020, regarding the above-referenced account. Metro by T-Mobile regrets any concerns Ms. experienced regarding her handset. On July 14, 2020, Ms. purchased a handset for the use on the mobile number ending in ***. Please note, Ms. Ms.’s handset is not eligible for a refund because the handset is outside of the MetroPROMISE requirements. The MetroPROMISE is available at https://www.metrobyt-mobile.com/why/MetroPROMISE.html for further review. However, Ms.’s handset is covered by the limited warranty for one year from July 14, 2021. Metro by T-Mobile’s Warranty Options are posted in stores and found at www.metrobyt-mobile.com. Unfortunately, on July 29, 2020, Ms. cancelled her services with Metro by T-Mobile. Please be assured that Metro by T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any Metro by T-Mobile employee failed in any way to display that during Ms. recent contact with our Metro by T-Mobile authorize dealer. Upon communicating with Ms. on August 21, 2020, Metro by T-Mobile has advised Ms. of the MetroPromise and informed her that her handset is not eligible to be returned. Metro by T-Mobile has advised Ms. that if she continues to have issues with her phone, she is able to contact the manufacturer directly to troubleshoot her handset and review replacement options. Metro by T-Mobile regrets any inconvenience to Ms.. Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at 425-689-3432.Very truly yours,METRO BY T-MOBILEJuan B.Executive Response

Useful

inconsiderate disconnection of service in an emergency situation,even though account was in good standing.
Product_Or_Service: LG //basic
Account_Number:

Metro By T-Mobile Response • Aug 18, 2020

To Whom It May Concern:Metro by T-Mobile is in receipt of your correspondence dated July 29, 2020, regarding the above-referenced account. Metro by T-Mobile regrets any concerns Mr. had regarding account suspensions. Metro by T-Mobile records confirm that Mr. usage cycle is from the 23rd of one month to the 22nd of the following month with payment to continue services due on the 23rd. Metro by T-Mobile received a payment for services on May 13, 2020, which kept services paid through June 23, 2020. Unfortunately, Metro by T-Mobile did not receive payment on June 23, 2020 and Mr. line was suspended until June 25, 2020 when we received payment. Regrettably, Mr. requested to cancel his line of service on June 25, 2020. While Metro by T-Mobile Terms and Conditions state: “Amounts paid for service charges are non-refundable. If your service is terminated for any reason and you have a positive balance in your service account or in your metro by t mobile metro connect account, you will not be entitled to receive any refund.” As a courtesy to Mr., upon speaking to him on August 12, 2020, Metro by T-Mobile offered him a refund of his last payment remitted on June 25, 2020, in the amount of $30.00. Mr. accepted this offer as full resolution to his concerns. Mr. can expect his refund to arrive via U.S. Mail within ten business days from the date of this letter. We regret any inconvenience to Mr.. Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at ***2.Very truly yours,METRO BY T-MOBILE***Executive Response

Useful

Hello I went into a metro store on July 28th 2020 I seen an advertisement for the iPhone SE for $99.99 if you port in from another carrier . I called the store prior to varify how much the iPhone SE was the store associate said it was $99.99. In the store I told the associate I wanted to add a line to an existing account an I wanted to port in a number from another carrier . As she scanned the phone she said it's ringing up for $199 instead of the $99.99 which was advertised an if I wanted to proceed, I would have to pay about $291 so I told her nevermind that I didn't want to proceed after all an that I wanted to just stay with my current carrier Cricket . She said she didn't process anything since I decided not to start service with metro . As I leave the store an drive off I notice my phone from cricket wasn't working so I immediately returned back to the store the associate had ported my number without my permission so now there's a line with my number that was ported without my permission active on my metro account that's attached to an iPhone SE that I don't even have nor purchased this is beyond a disgrace and scary ! Just to inform that I just paid my cricket wireless bill they said if I wanted to keep the number I would have to start a new line and service, purchase a new sim an port my number from metro. This has caused me a great hardship .
Account_Number:

Metro By T-Mobile Response • Aug 18, 2020

Customer Response • Aug 18, 2020

Complaint: ***

I am rejecting the response because a metro by tmobile sales associate ported my number ending in *** to metro without my permission this is unacceptable behavior this should not have happened I've had nothing but horrible experiences with metro. since the associate did this, I have money missing from my bank accounts and other issues that have happened since the incident. The least Metro could do is compensate me for what they have done . $2000 should cover all the damage .

Sincerely

Useful

I took a fall last Friday and I thought the protective covering was broken. It ended up being on the phone. I was told by the manager at T-Mobile to go back to Metro by T-Mobile to see if they could do anything since my phone was so new. I told him I did not purchase the insurance. I called customer service for Metro. I was told to take the phone back to the store that I purchased it at and call them when I got to the store so that customer service could give the store direction. When I got there no one seemed to know what I was talking about. This is 45 minutes out of my way. They confirmed the phone was damaged and then said there was nothing they could do. When I questioned why they had me come all of this way to tell me this? No one could give me any real response except to verify the phone was damaged. Then to further insult me, they said I could return to my old phone that had to be replaced after many years of use and no damage or pay full price for a new phone.

I asked to speak with a supervisor at this point. I was hung up on and left on hold for 30 minutes at a time. This started 6/25 with a woman named Cleo. Then on 6/27 Vanessa operator number ***, Then Zev number *** and Rez ***. Whether any of these people are using their real names and numbers,I don't know. I have paid my bill and for my phone no one wants to repair and customer service is negative. Needless to say they did not send a questionnaire on their service. The phone number on their website for the corporate office did not work either.
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Metro By T-Mobile Response • Aug 19, 2020

Tell us why here... August 19, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: ***Your File No. *** Metro by T-Mobile Account No: ***To Whom It May Concern:Metro by T-Mobile is in receipt of your correspondence dated July 29, 2020, regarding the above-referenced account. Metro by T-Mobile is pleased to report to your office that upon speaking with Ms. we have been able to resolve her concerns to her satisfaction.Please be assured Metro by T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any Metro by T-Mobile employee failed in any way to display that during Ms.’s recent visit to our retail location and calls to Customer Care.On June 19, 2020, records reflect Ms. purchased and activated an LG K51 for use on her mobile number ending in ***. At the time of the purchase, Ms. declined additional insurance protection for her device. If Ms. needs to exchange her cell phone and it is covered under our warranty policy, she would need to visit a Metro by T-Mobile store or an authorized dealer. Our store locator can be used to find the nearest repair/exchange center. Not all warranty options are available at all locations. Warranty exchange fees are subject to change.All warranty options exclude devices that show signs of outside physical or liquid damage or that are no longer within the manufacturer’s warranty. Should a device show these types of damage, the limited warranty is no longer valid. In order to determine eligibility, customers must visit a store to verify if the device qualifies for an exchange. As a result of Ms.’s device showing physical damage, she did not qualify for a warranty replacement. T-Mobile regrets any inconvenience or misunderstanding this may have caused. On August 10, 2020, Metro by T-Mobile contacted Ms. and advised of the above. Metro by T-Mobile issued an account credit of $90.00, leaving her account active with a zero balance through August 28, 2020. Ms. may upgrade at her convenience and consider adding insurance when purchasing a new Metro by T-Mobile device. Pursuant to our conversation, Ms. considers the matter resolved and has no further concerns. Metro by T-Mobile regrets any inconvenience to Ms., and we appreciate the opportunity to resolve this matter.Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at 425-689-***.Very truly yours,METRO BY T-MOBILEAdrianne FExecutive Response

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2 days ago my phone messed up and I called customer service for Metro PC the worker on the phone told me to factory reset my phone so I did when I went to sign back in to start all over it said please enter the owner's email I entered my email multiple times and it said it was incorrect I am the owner of the phone I purchased it at Redmond Circle at Metro PC the worker was the one that activated it when I went to the store to get her to fix it the store has closed for Good I would like to get my money back because I had to go purchase another phone through a different company to have a phone because I on that phone all I can do is receive phone calls I cannot text cannot call out cannot do nothing I would like to get my money back I paid $150 for the phone because I switched over 159 to be exact if I can't get that all back that's fine I least want to get some of my money back
Product_Or_Service: LG /Stylo6/Tammy ***
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Metro By T-Mobile Response • Aug 19, 2020

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Hello how are you. I'm complaining about how my phone is trying to get my husbands phone calls through and it sounds like it's under water. I just got this phone and it shouldn't be having any problems it's no water damaged no cracks I haven't dropped this phone I called and called and went up there and no help they say it's not there problem it just started when they had this st down on all of our phone lines I don't know what to do at this point
Product_Or_Service: Apple /Rx /Carol ***
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Metro By T-Mobile Response • Aug 18, 2020

To Whom It May Concern:Metro by T-Mobile is in receipt of your correspondence dated July 28, 2020, regarding the above-referenced account. Metro by T-Mobile is pleased to inform you upon speaking with Ms., he confirmed his concern has been resolved to his satisfaction.Metro by T-Mobile regrets any handset concerns Ms. has regarding the Apple iPhone XR handset and we appreciate the opportunity to address her concerns. On September 28, 2018, Ms. activated the account with the mobile number ending in *** and is subscribed to the 50UNLG1 rate plan at a cost of $50.00 per month which includes unlimited minutes, unlimited messages, and unlimited data at up to 5G speeds depending on device and network capability. On February 27, 2020, Ms. activated an Apple iPhone XR 64GB handset with IMEI ending in ***. Please note Metro by T-Mobile provides the MetroPROMISE which allows customers who purchase a handset for the full retail purchase price at a retail location a 7-day return period, allowing them to use the handset for less than 60-minutes to see if it meets their needs. If customer's find the handset it not acceptable, it can be returned for a full refund within the 7-day return period. Please be advised an upgrade is considered a final point of sale transaction and is not eligible for the MetroPROMISE which is pursuant to the Terms and Conditions of Service which can be found at www.metrobyt-mobile.com/terms-conditions-service. As such, the Apple iPhone XR handset is outside of the return period and therefore ineligible for a refund.However, new handset purchases, including handset upgrades, may be covered by a limited manufacturer's warranty. If Ms. needs to exchange her handset and it is covered under our warranty policy, she may visit a Metro by T-Mobile store or an authorized dealer. Our store locator can be used to find the nearest repair/exchange center. Not all warranty options are available at all locations. Warranty exchange fees are subject to change. All warranty options exclude exchanged phones that show signs of outside physical or liquid damage or that are no longer within the manufacturer’s warranty. Metro by T-Mobile warranty replacement phones are not guaranteed to be new nor guaranteed to receive the same model or the same color. If the exact model is not available, replacement will be of like kind and quality. Color, features and accessory compatibility are not guaranteed.On June 22, 2020, Ms. contacted Metro by T-Mobile Customer Care to advise of poor call quality. Unfortunately, Metro by T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability which is explained within the Terms and Conditions of Service and can be found at www.metrobyt-mobile.com/terms-conditions-service. Metro by T-Mobile has verified Ms. primary place of usage address and based on the coverage map, confirms the address is in a good coverage area with current modernization in progress. It is important that if customers experience any difficulties with the service, that they provide Metro by T-Mobile details of the problem, including the date, time, and the area(s) in which it occurred, including the major cross streets. Please note this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, Metro by T-Mobile can attempt to resolve the issue through network or equipment adjustments. Upon investigating Ms. concerns, Metro by T-Mobile has determined, and Mr. confirmed, the coverage is working as expected. Ms. is utilizing an Apple iPhone XR handset which supports all of the technology in the area with the exception of 5G.Upon speaking with Ms. on August 14, 2020, Ms. confirmed the service concern is with a third-party calling application that completes calls between a customer and a detention center. As mentioned, Ms. is utilizing a third-party application and as such, T-Mobile recommends Ms. contact the app developer to obtain additional information and support for the third-party application. Additionally, Metro by T-Mobile recommended Ms. update the software on the Apple iPhone XR handset and update all of the applications as well. Metro by T-Mobile respectfully declines Ms. request for a new handset to replace the Apple iPhone XR handset but can take advantage of the limited warranty, if eligible according to the information mentioned above. Should Ms. have any questions regarding this matter, or the information provided, she may contact our office at the number listed below. Metro by T-Mobile regrets any inconvenience to Ms..Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at ***.Very truly yours,METRO BY T-MOBILE***Executive Response

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I purchased a phone a the lindenhurst location at 646 NY-109, Lindenhurst, NY 11757. I was switching from anothet carrier to metro. I was given a phone that was not covered under the promotion then charged for it and it should have been free. Then Jay who was the saleperson who cheated me charged me a miscellaneous charge of $71. In total everything should have come to $77 but instead he charged me $143. I asked for a refund th next day and he told me couldn't. Then I called customer service and he said that I had to go to a corporate store. So I went amd they told me that I would possibly not be able to get my money back because they had to check with the merchant first. Metro pcs has yet to contact me with the status of my claim or give me my money back. They are all scammers and liars. Even at the corporate store. And they mishandle thier customers.
Product_Or_Service: LG //50/month
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Metro By T-Mobile Response • Aug 21, 2020

August 21, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: ***Your File No. *** Metro by T-Mobile Account No: xxxxx***To Whom It May Concern:Metro by T-Mobile is in receipt of your correspondence dated July 24, 2020, regarding the above-referenced account. Metro by T-Mobile regrets any concerns Ms. experienced regarding her return request. Records indicate Ms. activated her account on July 16, 2020, with mobile number ending in *** and purchased an LG Aristo 5. Metro by T-Mobile customers who are dissatisfied with their new phone or service may return their new phone for a full refund, no questions asked. Rules: • The phone must be returned within 7 days of purchase with less than one hour of talk time for a full refund. • The phone must be returned in “like new condition” and contain all original packaging and accessories. • The phone must be returned to the original place of purchase with accompanying phone and service payment receipts. • Online customers must return the phone to the Online Returns Center per the instructions included in the shipment packaging. • Return Policy is for new account activations only. Phone upgrades are non-refundable under this policy, but may be covered by a limited manufacturer's warranty, if applicable. This return policy only applies to new equipment purchased from Metro by T-Mobile, its authorized dealers and metrobytmobile.com. This return policy only applies to monthly service fees paid at Metro by T-Mobile and its authorized dealer locations and excludes monthly service fees paid when the handset was purchased on metrobytmobile.com. Application download fees and funds in MetroConnect® accounts are non-refundable. Purchases made at National Retail locations are governed by National Retailer return policies. MetroPROMISE is not applicable when the handset and service are not purchased at same location. New handset purchases, including handset upgrades, may be covered by a limited manufacturer's warranty. While we do regret any concerns, records indicate that Ms. continues to use her Metro by T-Mobile services. On August 14, 2020, Metro by T-Mobile contacted Ms., and proposed to either offer a $200.00 account credit should she wish to remain with Metro by T-Mobile or coordinate a return with the original point of sale. Ms. requested a refund instead. To secure services until that was coordinated, Metro by T-Mobile issued an account credit of $52.00, leaving Ms.’s account active while the point of sale was contacted, and a refund process was initiated.On August 17, 2020, Metro by T-Mobile requested that the point of sale coordinate a return with Ms. to issue a refund for what she was charged in an effort to amicably resolve her concerns. On August 20, 2020, Metro by T-Mobile confirmed that the area manager indicated a refund would be issued and await confirmation that it has been completed by being issued to Ms.. Metro by T-Mobile regrets any inconvenience to Ms., and we appreciate the opportunity to address this matter.Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at 425-689-***.Very truly yours,METRO BY T-MOBILEAdrianne FExecutive Response

Customer Response • Aug 21, 2020

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution resolution is satisfactory to me and I truly appreciate everyone who assisted me in resolving this matter. Thank you.

Sincerely,
Ms.

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