Metro By T-Mobile Reviews (%countItem)
Metro By T-Mobile Rating
Address: 12920 SE 38th St, Bellevue, Washington, United States, 98006-1350
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A sales person changed my security Code on my account that is my personal business. And add a phone to my account and changed my monthly bill. With out my permission! So now I have no phone going on weeks I have done everything I can to resolve this issue and no one will help me told me to go back to the metro store are they serious yes they are.
Account_Number:
July 23, 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-Mobile1 is in receipt of your correspondence dated July 13, 2020, regarding the above-referenced account.
Metro by T-Mobile regrets Ms. had any concerns with her account, and we appreciate the opportunity to respond. Metro by T-Mobile has no record of Ms.’s account PIN being changed within the last 60 days. Metro by T-Mobile confirmed on May 6, 2020, Ms.’s updated her rate plan from the $30.00 rate plan to the currently subscribed $40.00 rate plan.
On July 9, 2020, Ms. contacted Metro by T-Mobile and verified her account PIN number. During this conversation Ms. requested to cancel the voice line ending in *** which was canceled that day. Ms. remaining voice line ending in ***, remained subscribed to the $40.00 rate plan. Metro by T-Mobile confirmed Ms.’s usage for the last 30 days is consistent with her prior 30 days of usage. Metro by T-Mobile regrets any inconvenience this may have caused 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 directly at***.
Very truly yours,
METRO BY T-MOBILE
Ashley S
Executive Response
I change my phone in authorized dealer metro in may 7 2020 located 1838 tamiami trail punta gorda fl 33950 and the dealer change my plan and desactive the international call and call to metro call center and and told me that I don't have this plan nobody asume the desactivation the plan that I had for a lot of years Metro and the dealer and I payd for tree month the plan that I dind't have. I pay $60.00 and I didn't had international call.Nobody want reinstal my old plan and didn't call to another country.The company Metro PCS and the dealer don't assume the responsability.
Product_Or_Service: Samsung /samsung/unlimited call and international call
Account_Number:
July 22, 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: ***
To Whom It May Concern:
Metro by T-Mobile1 is in receipt of your correspondence dated July 13, 2020, regarding the above-referenced account.
Metro by T-Mobile regrets any concerns Ms. has regarding international calling. Metro by T-Mobile records confirm Ms. is on our $50.00 unlimited talk, text, and data rate plan with the optional Global Voice Unlimited feature for $10.00 per month which allows unlimited international calling to landlines in 12 countries including Chile.
Upon speaking with Ms. on July 14, 2020, Metro by T-Mobile placed her on our grandfathered World Calling feature for $10.00 per month which also allows unlimited calling to Chile. Ms. accepted this change as full resolution to her concerns. We regret 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-MOBILE
Thomas M
Executive Response
YESTERDAY I HAD TO SWITCH MY ACCOUNT UNDER MY NAME. CURRENTLY T MOBILE HAD A PROMOTION TO GET A FREE LINE YESTERDAY I SPOKE WITH JOHN G. ***) PERSON TOLD ME YESTERDAY THAT I HAD A FREE LINE SO I WENT IN T MOBILE AND GOT THE NEW LINE. EVERYTHING WAS FINE UNTIL I CHECK THE ACCOUNT WHEN THEY WERE ASKING FOR 107.17 FOR THAT LINE WHICH IT WAS SUPPOSED TO BE THE FREE LINE.DECIDED TO CALL T MOBILE TODAY AND COMPLAINT ABOUT IT. SPOKE WITH LASHAWNDA (***) SHE TOLD ME THAT THE PROMOTION WAS OVER AND SHE STILL MADE THE ACCOUNT GO LOWER THAT 254.17 MONTHLY TOLD HER THAT LINE WAS SUPPOSED TO BE FREE AND STILL TOLD ME SHE WASNT ABLE TO MAKE ANYTHING HAPPEN TOLD HER I WANTED TO SPEAK TO A SUPERVISOR. TRANSFER ME TO ANTWAN S. (***) SUPERVISOR TOLD ME THAT THERE WAS NOTHING ABLE TO BE DONE ABOUT THAT. I TOLD HIM THAT I WOULD LIKE TO GET THAT FREE LINE THAT I WAS PROMISE. AT THIS POINT ALL THEY TELLING ME THAT THEY CANT DO ANYTHING BUT ALL THAT IS BEEN RECORDED AND ALL I WANT IS THE FREE LINE.
To Whom It May Concern:T-Mobile USA, Inc.
(“T-Mobile”) is in receipt of your correspondence dated July 11, 2020,
regarding the above-referenced account. T-Mobile regrets
any concerns Mr. may have experienced regarding promotional offers.
T-Mobile records confirm that on July 10, 2020, Mr. agreed to and
completed a Change of Responsibility (COR) for mobile numbers ending in 2002
and 9153. A COR is the process by which
a mobile number or numbers move from the account of one person or business to
the account of another person or business. Further records
reflect that on July 10, 2020, Mr. activated mobile number ending in
0746 and attempted to take advantage of the 2020 Line On Us promotional
offer. As can be expected, there are
several eligibility requirements for the above-mentioned offering. Please be advised that one of the requirements
is to activate two new voice lines in which a COR is a transfer and not an
activation. Therefore, Mr. did
not meet this requirement and was not approved for this promotional offer. At the time of
the COR completion, Mr. subscribed to the Magenta (2 line) plan
for $130.00 for the first two lines and $25.00 each additional line. Additionally, on the same date, Mr. qualified for and took advantage of our Equipment Installment Plan (EIP) with
the purchase of an Apple iPhone 11 handset with 24 monthly installments of $29.17. As Mr.
*** is not enrolled in AutoPay, his projected monthly recurring
charges total $184.17. In an effort
amicably resolve this matter, on July 13, 2020, T-Mobile applied a 20% discount
off the monthly rate plan cost, which will cover the cost of the third line,
projecting Mr. monthly recurring charges to $153.17. Please be advised that this discount will
remain on the account through the life of the account unless Mr. changes
the above-mentioned rate plan to a rate plan that is no longer compatible with
this discount. Please be
assured 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 Mr. recent contact with our retail
location and Team of Experts (TEX).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. Chris LExecutive Response
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 switched over to Metro by T Mobile a couple of moths ago. 2 lines immediately started to act up. We were not able to dial out at times, would say not registered on network, would initiate the video calls without us requesting to do so. So we did get new phones through manufacturers warranty. Now the same thing is happening with us not being able to dial or call out. I receive msgs but no phone calls. And the new phone doesn't register a fingerprint as security mechanism. Doesn't work at all. So I called customer service before I paid bill to see if there was something that could be done or I was going elsewhere. The rep said she could reset my phone nd I told her that's been done already. Then she advised me they cant do anything until I pay my phonebill. I asked what did they do for customers about the outage of service. She said the ones that called got a discount. So I asked for mine as well. I have 4 lines, a tablet and another phone on another plan mind you. She said my credit would be $3.86 for my lines. Then when asked to speak to supervisor, she stated he would tell me the same thing so she didn't want to waste my time. I told her she was doing just that and to please get a suoervisor. She said it would be a couple mins, then came back on and said please continue to hold, hes finishing up a call. Then she came back and said the SUPERVISOR REFUSED TO SPEAK WITH ME BECAUSE I HAD NOT PAID MY BILL. I ASKED AGAIN TO BE SURE AND SHE REPEATED IT. I ASKED FOR HIS NAME AND NUMBER AND SHE WAS CORRESPONDING WITH HIM SOMEHOW TO GET THE INFO. BUT I NEVER GOT ANYTHING RSOLVED AND STILL HAD TO PAY FOR LOUSY SERVICE I CAN BARELY USE AND I LEFT MSG WITH CORPORATE BUT NO RETUN CALL. cUSTOMER SERVIVE ISNT WHAT IT USE TO BE. REFUSING A CUSTOMER BECAUSE BILL HASNT BEEN PAID. THANKS MIKE.
Product_Or_Service: Samsung /a20/Family Unlimited
Account_Number:
July 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-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated July 9, 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.Metro by T-Mobile regrets any concerns Ms. experienced regarding her equipment as well as interacting with Customer Care. 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 calls to Customer Care.Upon review, Ms. purchased two Samsung Galaxy A20 devices on May 5, 2020, for use on her mobile numbers ending in *** and ***. Since activation, records indicate that on June 8, 2020, Ms. had her Samsung Galaxy A20 replaced for the mobile number ending in ***, and on June 13, 2020, Ms. had her Samsung Galaxy A20 replaced for the mobile number ending in ***. On July 8, 2020, Ms. spoke with Customer Care regarding her experiences with her equipment, however due to the account being suspended for non-payment, specific steps to troubleshoot were unable to be performed as a result of the account status not allowing the ability to test the service.Please note, any equipment purchased at a Metro by T-Mobile store comes with a limited one-year warranty wherein participating locations can determine eligibility to receive a replacement of equal value, however equipment is unable to be replaced over the phone. On July 13, 2020, Metro by T-Mobile contacted Ms., and advised her that we will forward her feedback for better customer experiences in the future. Metro by T-Mobile advised Ms. she can obtain new equipment, with the understanding that all phones have a different pricing structure dependent on device type. Metro by T-Mobile issued an account credit of $276.00, leaving Ms.’s account active with a credit balance of $161.80, which will remain on her account until her monthly access charges deplete it. Pursuant to our conversation, Ms. considers the matter resolved, and had no further concerns. 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-MOBILEAdrianne FExecutive Response
I started my plan and may I lost my 15 gigs of data in my phone was hacked they stole my service I wasn't receiving any phone calls I found my phone was routed through a Wi-Fi hotspot instead of the true MetroPCS service and return to the store on July 8th tried to get a new phone the phone was actually free with a new line they attached my identification to the phone place the phone under the counter and then told me that the phone wasn't no longer free
Product_Or_Service: LG //60
Account_Number:
July 20, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: ***Your File No. ***To Whom It May Concern:Metro by T-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your c***pondence dated July 9, 2020, regarding the above-referenced file number. Please be advised Metro by T-Mobile made attempts to contact Mr., which were proven unsuccessful. Regretfully, with the information available, Metro by T-Mobile was unable to locate Mr.’ account. Metro by T-Mobile would like the opportunity to speak with Mr. and work toward an amicable resolution. We request Mr. contact our office directly at the number below to discuss 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-MOBILEOscar TExecutive Response
Poor customer service. Had my phone repaired for cracked screen at the 5663 Curry Ford Metro dealer in Orlando Florida. My phone was returned to me saying it had other issues. The representative refused to fix the problem and attempted to send me to another store. I asked to speak to a manager and he refused to allow me to.I paid for the service in advance.
Product_Or_Service: Apple //
Account_Number:
July 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-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in
receipt of your c***pondence dated July 9, 2020, regarding the
above-referenced account. Please be advised
that Metro by T-Mobile has successfully resolved Ms.’s concern 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 Metro by T-Mobile
Authorized Retailer location.During
our verbal conversation with Ms. on July 13, 2020, she clarified that
her Apple iPhone screen had been broken and in order to transfer her contacts
to her newly purchased device, she needed the device operational so agreed to
pay the Authorized Retailer a $100.00 fee to repair her screen. After the repair was completed, the
representative turned her Apple iPhone back over to her but “disabled” in which
the device was now nonoperational and had refused to assist her in unlocking
it. Please note that a disabled Apple
iPhone can be cannot be unlocked until it has been synced to the users iTunes
account. It
is important to note that Metro by T-Mobile does not warranty or guarantee any
repairs made to Metro by T-Mobile devices or third-party devices including
repairs made at an Authorized Retailer location. Ms.
*** confirmed that as of the date of this letter she has been able to
unlock the device and has successfully been able to retrieve her contacts from
her previous device and has stored them. As a gesture of goodwill and in an effort to amicably resolve this
matter, Metro by T-Mobile issued a onetime credit in the amount of $100.00 to
reimburse Ms. for the repair fee which left her account reflecting a
balance immediately due of $29.00. 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-MOBILEOscar T Executive Response
I can't call out on my phone neither phone that is on the account. I can't receive any calls either. The MetroPCS store was of no help. I have tried calling MetroPCS several times and I cannot get through. I pay 102.00 every month and all I get is internet on my phone when I have family members and my kids that have the coronavirus and I can't even call out on my phone to check on them. This is redicoulous.
Product_Or_Service: Other /Alcatel3v/Unlimited
Account_Number:
July 22, 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-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated June 16, 2020, regarding the above-referenced account. Metro by T-Mobile regrets any difficulties that Mr. has experienced regarding his service and not being able to contact Customer Care. Metro by T-Mobile is always working to improve its coverage, and we regret any service issues Mr. may have experienced. Although the coverage map at https://www.metrobyt-mobile.com/coverage/coverage-map 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. 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. Metro by T-Mobile has verified Ms.’s address which is the same address listed in his concern to your office, and based on the coverage map, confirms this location is in a good coverage area. On July 12, 2020 a ticket was filed regarding Mr.’s service concerns, ticket number ***. The coverage and sites around the address provided were analyzed and it was determined that no degradation or alarms have been detected. Metro by T-Mobile recommends Mr. utilize his home’s Wi-Fi network for a more reliable service inside the home. In reference to Mr. not being able to reach Customer Service this may require a setting to be changed with the myMetro App. Please note that settings on the myMetro can help make a call to MetroPCS, provide troubleshooting tips. To change the settings please follow the below steps:• From the Home screen, tap myMetro.• Tap the Settings icon, • Tap My Metro Settings tab, • under Use myMetro (Dialing 611 will start myMetro) turn switch off. At this time Mr. and Mrs. have graciously agreed to continue working with Metro by T-Mobile towards an ongoing resolution to their coverage concerns. Metro by T-Mobile regrets any inconvenience regarding 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-MOBILEAmor MExecutive Response
I AM A DISABLED SENIOR CITIZEN THAT NEEDS PHONE AT ALL TIMES! MY BILL IS PAID BUT MY CELL PHONE IS NOT WORKING. THE ERROR MESSAGE IS "NOT REGISTERED ON NETWORK" THIS IS AN EMERGENCY!! PLEASE HELP ME GET THIS PHONE WORKING!! THANK YOU
Product_Or_Service: Samsung /J3/UNLIMITED
Account_Number:
July 20, 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: ***
To Whom It May Concern:
Metro by T-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated July 10, 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. On September 3, 2016, Ms. activated the account and has one voice line of service with the mobile number ending in ***. Ms. is subscribed to the 4010GLTE rate plan at a cost of $40.00 per month which includes unlimited minutes, unlimited messages, and 10GBs of highspeed data at up to 5G speeds depending on device capability. Additionally, Ms. added the call detail feature at a cost of $1.00 per month. Therefore, Ms. monthly recurring charges are $41.00 plus applicable taxes and fees.
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.’s 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 the coverage is working as expected.
On July 13, 2020, upon speaking with Ms., 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. The account currently reflects an amount of $41.00 due by August 7, 2020. 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-MOBILE
Carlos T
Executive Response
I paid money for a phone that they were supposed to get in within a week it took about 2 1/2 weeks then told me I would be getting a refund if it wasn't there within a week never received my refund it was $200 and they haven't done anything since they told me I would be getting a refund. I've called and I've been into the location many times
Account_Number:
July 20, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: ***Your File No. ***To Whom It May Concern:Metro by T-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated July 9, 2020, regarding the above-referenced file number. Metro by T-Mobile regrets Ms. had any concerns with her handset. It is important to note, Ms.’s purchase was made through a third-party retailer and as such she would be subject to the terms of the retail location. Metro by T-Mobile has no record of Ms.’s handset purchase. Upon speaking with Ms. on July 16, 2020, she provided Metro by T-Mobile her receipt for the iPhone 11 Pro handset where it reflects, she remitted a payment in the amount of $200.00 however she did not receive the iPhone 11 Pro. As such, to amicably resolve this concern, Metro by T-Mobile issued Ms. a check refund in the amount of $200.00. Please note, it can take up to ten business days for the check to be delivered and can be delayed due to the pandemic. 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 directly at 425-689-3492.Very truly yours,METRO BY T-MOBILEAshley SExecutive Response
Complaint: ***
I am rejecting this response because: I got the check and the bank you guys sent it from says the check can not be cashed due to you guys making it not cash able.
Sincerely
August 11, 2020FILED ELECTRONICALLYBureau
Service Revdex.com of Alaska,
Oregon, & Western Washington1000
Station Drive, Ste. 222DuPont,
WA 98327Re: ***Your File
No. ***To Whom It May Concern:Metro
by T-Mobile is in receipt of your correspondence dated July 24, 2020,
regarding the above-referenced file number.Metro
by T-Mobile regrets any concerns Ms. has regarding the $200.00 refund
check. Metro by T-Mobile investigated Ms.’s
concerns and our records confirm that the check was sent to the address Ms.
*** provided via UPS with the tracking number ***. It was determined that the check was delivered
on July 22, 2020. Further, our records reflect that as of July 27, 2020, the
check has been cashed. Metro by T-Mobile
regrets any inconveniences this matter has caused 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-MOBILEThomas MExecutive Response
Appalling, wasteful, and incompetent! Non transparency in billing, untrained to equip standard calls, condescending, scattered, and patronizing, etc.
In the last three years I have been with metro PCS for the last 2 years has been perfect. But I purchase phone here in Georgia to the first phone I bought I put up with issues with that phone for a year and a half. Only to buy another phone in December which people cannot hear me I cannot hear them I have called the office 12 times they told me to take the phone back the phone is in perfect condition and they won't take it back. Now I haven't had internet service in several days they haven't resolved it won't tell me anything and won't tell me why I just don't have it but yet the bill is steadily dude I have had issues for the last six months they will refuse to address I cannot get a manager on the phone to save my life. And when they say they're going to help they never do I've been hung up on routinely very unprofessional people and I'm steadily paying my money for the services that I'm not getting for the last 6 months
July 20, 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: ***
To Whom It May Concern:
Metro by T-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated July 9, 2020, regarding the above-referenced account.
Metro by T-Mobile regrets any concerns Ms. has regarding the account and we appreciate the opportunity to address her concerns. On July 3, 2017, Ms. activated the account and has one voice line of service with the mobile number ending in ***. Ms. is subscribed to the *** 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 capability.
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.’s primary place of usage address and based on the coverage map, confirmed 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 speaking with Ms. on July 13, 2020, she respectfully declined to complete troubleshooting steps with our office. Should Ms. like to proceed with troubleshooting she may contact our office at the number listed below or our Customer Care.
Regarding the return of the Motorola Moto E6 handset purchased and activated on December 19, 2019. Metro by T-Mobile provides the MetroPROMISE which allows customers to return the handset if it does not meet their need. Customers that purchase a handset for the full retail price at a retail location and return the device within seven-day with less than 60 minutes of talk time qualify for the MetroPROMISE. If Ms. found the Motorola Moto E6 handset was not acceptable, she could have returned it for a full refund within the allotted return period. As Ms. did not return the Motorola Moto E6 handset within the allotted return period, it is not eligible to be returned at this time.
As a courtesy, Metro by T-Mobile is offering a one-time courtesy credit in the amount of $10.00. Should Ms. wish to accept the offer, she may contact our office at the number listed below no later than August 7, 2020. 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-MOBILE
Carlos T
Executive Response
I FILED A COMPLAINT BEFORE REGARDING A REVERSED PAYMENT OR REFUND I WAS PROMISED FROM AN AGENT FROM METRO PCS. I CALLED ON 6/29/2020 AND SPOKE TO AN AGENT REGARDING MY PROMISED REFUND AND SHE STATED THAT I WOULD GET MY REFUND BACK AND THAT I NEEDED TO GO TO THE CORPORATE OFFICE TO GET MY REFUND. SHE ALSO, GAVE ME THE ADRSESS OF THE CORPORATE NEAR ME. AND ALSO GAVE ME AN BYPASS ACCOUNT # ID TICKET WHICH IS ***. SHE WAS ABLE TO LOOK AT MY ACCOUNT WITH THE PHONE NUMBER AND SECURITY CODE I HAD WITH THEM WHEN I WAS A CUSTOMER. SHE WAS ALSO ABLE TO SEE ALL THE ACVIVITY AND THE COMPLAINT I FILED AGAINST THEM. ON 6/30/2020 I WENT TO THE CORPORATE OFFICE IN SANTA ANA, CA AND I SPOKE TO A CUSTOMER SERVICE REPRESENTATIVE AND GAVE HER ALL THE INFORMATION REGARDING MY REFUND AND SHE STATED I WASNT ABLE TO GET A REFUND BACK BECAUSE IT WAS BACK IN APRIL 2020 AND THAT THEY COULDN'T REFUND ME BACK OR CREDIT ME BACK THE PAYMENT. AND I TOLD HER THAT I HAD SPOKE TO AN AGENT FROM CORPORATE AND SHE SAID THAT SHE WASNT ABLE TO DO ANYTHING AND THAT HER MANAGER COULDNT DO NOTHING AS WELL. THAT DAY I CALLED BACK TO METRO PCS AND SPOKE TO AN AGENT AND TOLD THE AGENT WHAT HAD HAPPENED IN THE STORE AND THAT I WAS TOLD FROM SOMEONE FROM METRO PCS WHEN I CALLED THAT I WAS GOING TO BE ABLE TO GET MY PAYMENT OR CREDIT BACK AND SHE STATED SHE COULDN'T GO FURTHER IN TO MY ACCOUNT TO SEE ALL THE ACTIVITIY SHE ALSO SAID THAT THE INFANCIAL DEPARTMENT WASNT ABLE TO LOOK UP MY ACCOUNT OR GO BACK TO THE TIME I WAS A CUSTOMER. METRO PCS, HAD PROMISED A REFUND OR CREDIT OF $60 TO MY ACCOUNT, BUT NOT SURE WHAT ACCOUNT THEY REFERED TO. I HAVE NOT RECEIVED ANY CREDIT OR REFUND BACK NOT TO MY BANK ACCOUNT OR NOTHING. I ALSO, CALLED THEM TO FIND OUT WHERE WAS MY REFUND GOING TO BE SEND TO OR TO WHAT ACCOUNT. I GOT NOWHERE. PLEASE HELP!
July 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-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated July 10, 2020 regarding the above-referenced account. Metro by T-Mobile regrets to hear of Ms.’s concerns regarding her refund and canceled account with phone number ending in ***. Metro by T-Mobile records indicate that Ms. activated service on February 28, 2020, with one line of service. A review of this account reflects that during activation, Ms.’s number was activated under the $60 Unlimited LTE w/15GB HotSpot Plan. Ms.’s billing cycle ran from the 28th of one month to the 27th of the following month and her normal due date is the 27th of each month On March 20, 2020, Ms. contacted Customer Care and made a payment of $60.00 to her account a few days earlier then the due date of March 27, 2020. However, on March 21, 2020, she again contacted Customer Care to cancel the service and requested a refund of the $60.00. Due to an inadvertent error, the refund was not completed however the $60.00 remained on the account as a bill credit and not refunded. Please note, per Metro by T-Mobile’s 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.”Upon review of the account and after discussing this matter with Ms., it was advised that although she does not qualify for a refund, to amicable resolve this matter, Metro by T-Mobile would agree to a refund of $60.00. We are currently engaged with Ms. Osegueda to ensure she receives the refund. We appreciate her feedback and regret any frustration this may have caused.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-MOBILEDolly AExecutive Response
I get social security disability. My benefits come on a direct express card. I am able to pay my bill in store with my card but it refuses to take my card for online payment, forcing me to go to the store and pay an extra $3 each month. I am on a very fixed income, and besides that if they accept my card in store they should accept it for online payment.
This is just another way to steal from their customers. I also think this may be illegal.
I have filed a complaint with the FTC, who suggested I also file with the Revdex.com.
Account_Number:
Tell us why here...July 17, 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-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated July 8, 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 concern within this letter. Metro by T-Mobile regrets any concern Ms. has experienced regarding her attempted payment method. Please be advised that Metro by T-Mobile accepts the following payment methods: • Credit/Debit Card: Visa, Master Card, and American Express.• Cash: In Store (with an additional payment fee of $3.00)• Check: Mail Payments only (require 5-7 business days for processing)Please note for customers using online bill pay through their financial institution’s website, the processing timeline is the same as mailed payment.Metro by T-Mobile records confirm that the debit card payment attempted by Ms. on July 8, 2020, was declined due to invalid card details. Metro by T-Mobile recommends she verify her card details and try her payment once again. Ms. can submit her payment via Metro by T-Mobile’s automated IVR system by dialing 611 from her Metro by T-Mobile device, by visiting https://www.metrobyt-mobile.com/payment, or via her MyAccount app. 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 425-689-3497.Very truly yours,METRO BY T-MOBILEOscar TExecutive Response
Metro by TMobile us having internet service issues due to network optimization which is not metro by TMobile but TMobile internet.metro by TMobile demands their customers to pay for consumer usage of carrier plan regardless of any service problems claiming their services are prepaid & it's policy.My complaint us that the optimization has been intermittent for over a year & metro by TMobile refuses to apply adjustment stating they can not continuously process payment adjustments for repeated months .My plan is 50 unlimited & for several months I have encurred multiple service problems & they insist the demand of paying full price because there is an option not to use the services in a coverage area that has problems ,however that is not unlimited LTE high speed internet,calling,text,streaming,online services,etc...
Product_Or_Service: internet
July 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-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated July 1, 2020, regarding the above-referenced account. Metro by T-Mobile regrets any concerns Mr. has regarding network coverage. Please be advised that Metro by T-Mobile cannot guarantee coverage in all areas, and indoor coverage can never be guaranteed, as coverage is highly variable and is dependent upon many factors. In accordance with Metro by T-Mobile’s terms and conditions:“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. […]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.” Although the coverage map at www.T-Mobile.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. Upon reviewing Mr.’s address he provided to your office, based on the coverage map, confirms his address is in an excellent coverage area with no known issues. Our records indicate the account was on the $50.00 Unlimited Talk Text and Data rate plan. T-Mobile reviewed the usage from February 28, 2020, through July 17, 2020 and over the course of those six months, Mr. used the calling feature multiple times with calls as long as 35 minutes, sent and received multiple text messages and used an average of 36GB of data. As such, it is Metro by T-Mobile’s position that Mr. is using the benefit of the service.Upon speaking with Mr. on July 13, 2020, Metro by T-Mobile advised in order to provide the best possible experience for the most possible customers, and to minimize capacity issues and degradation in network performance, we manage significant high-speed data usage through prioritization. Heavy Data Users, specifically Metro by T-Mobile customers who use more than 35GB of data in a month will have their data usage prioritized below the data usage (including tethering) of other customers at times and at locations where there are competing customer demands for network resources, which may result in slower data speeds.Further, Metro by T-Mobile discussed with Mr. that troubleshooting is required in order to determine the cause of any issues with call quality and network concerns, therefore we respectfully declined his request for compensation as the above mentioned Terms and Conditions state that we do not guarantee coverage. 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 425-689-***.Very truly yours,METRO BY T-MOBILEThomas MExecutive Response
On our phone bill, we sent a check in the mail on June 5th and the bill was due the 14th. I recieved a text that my bill was not paid for yet and that services will be taken off of us. So I paid online with my debit card and then received thank you for your payment text. Now this month I received a text saying to pay again, when I paid double last month. I called today to fix this, but they said that there was only one payment for last month, but on my bankstatememt it said that they cashed my check. I assume that someone from billing stole the 100 dollar check.
Product_Or_Service: Samsung /Samsung galaxy JS star 7/Metro PCS
Account_Number:
July 17, 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-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in
receipt of your correspondence dated July 7, 2020, regarding the
above-referenced account. Metro by T-Mobile
is pleased to report to your office that we have resolved Ms.’s concerns
to her satisfaction.Metro
by T-Mobile regrets any concerns Ms. experienced regarding her recently
mailed payment. Upon review, records
indicate that during the month of June, only one payment was applied to Ms.
***’s account dated June 15, 2020, in the amount of $100.00.On
July 7, 2020, Ms. contacted Customer Care regarding her mailed payment,
and was advised to consult with her financial institution as the payment had no
record of being applied to her Metro by T-Mobile account.On
July 11, 2020, Ms. provided documentation to Metro by T-Mobile regarding
her mailed payment, and it was submitted for review with Metro by T-Mobile’s
payment processor. The payment had been
misapplied to a different account due to an administrative error, and on July
12, 2020, the payment of $100.00 was applied to Ms.’s account, leaving it
active with a zero balance. Ms.’s
next payment will be due on or before August 14, 2020. 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 425-689-3444.Very truly yours,METRO BY T-MOBILEAdrianne FExecutive Response
This company ripped me off BIG TIME! I have made numerous attempts to get this resolved but with no luck. I have had no service more than I have had service work them. My phone service is doing all kinds of crazy stuff. I tried calling to troubleshoot it through the 800 number. When that failed I went into the store on the 7th day after. When they couldn't fix it I went home and found out about the return policy after I had been home. I was not made aware of a return policy when I signed up for the service or on the seventh day while I was there. When I went back on the 8th day I was informed that I couldn't get a refund because I had passed the time by one day when I could have returned it for a refund... The day after I was just there. I actually went to another location before all this and was told there wasn't a return policy. I got nothing but a run around and was majorly ripped off. PLEASE DON'T DO BUSINESS HERE!!!
Product_Or_Service: Motorola //
Account_Number:
July 17, 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-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated July 7, 2020, regarding the above-referenced account. Metro by T-Mobile regrets Ms. had any concerns with her service. Metro by T-Mobile confirms on June 30, 2020, Ms. activated her account with one voice line of service and purchased a handset. Please note, on that date, Ms. also remitted a payment in the amount of $66.40 for her first month of service. 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.Additionally, a customer that remits a payment and is outside of the seven-day return period are not eligible for their service payment to be refunded per the below 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.”However, on July 13, 2020, upon speaking with Ms. and to amicably resolve this concern, Metro by T-Mobile issued her a check in the amount of $66.40. Please note, it can take up to ten business days for delivery; however, with the current pandemic, the delivery time can be delayed. 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 directly at 425-689-***.Very truly yours,METRO BY T-MOBILEAshley SimsExecutive Response
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
Metro continue to double charge me. They continue to state I have insufficient funds but yet their getting to payments. When I contact them they have said slanderous comments to me and refused to refund the second payment. I have contact my bank and they have pulled the second payment. Later in the month metro will stay they have returned a payment which one have stated several time I have not received anything. I have asked what is the card number they are returning the payment to and they won't tell me. I have asked for the financial department to be repremended for falsely stating are returning the payments that I have not received but also that my bank has already gotten for me.
Account_Number:
July 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-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in
receipt of your correspondence dated July 7, 2020, regarding the
above-referenced account. Metro
by T-Mobile regrets Ms. had any concerns with her payments. Please note,
Ms.’s monthly rate plan for her four lines of service is $110.00 per
month. On July 1, 2020, Ms.
remitted a payment in the amount of $66.00, however on July 7, 2020, Metro by
T-Mobile received notification from her financial institution that the $66.00
payment was returned. As such, Ms.
was left with a balance of $66.00 which was remitted on July 7, 2020.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.’s recent contact with our customer
care department. Upon
speaking with Ms. and to amicably resolve this concern, Metro by
T-Mobile has processed a refund for Ms.’s payment remitted on July 7,
2020 in the amount of $66.00. Please
note, the refund can take 7 to 10 business days to be processed and provided to
Ms.’s financial institute. 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-MOBILEAshley SExecutive Response
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
My unlimited service isn't unlimited in any way shape or form, all I see is please wait loading or buffering every time I sit down to watch a movie or watch a video on my phone. Every time I call for help it's always the same thing, troubleshooting steps,creating a ticket which I never ever the call back they promise me every time. I have customer service representatives hanging up on me because they can't fix the issues and there's never ever a call back and also the supervisor that tells me I shouldn't be calling complaining because I don't pay any Bill's. Been with them since last year, if I wasn't paying a bill I'm sure I wouldn't have a service right?
Account_Number:
July 16, 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: ***
To Whom It May Concern:
Metro by T-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated July 7, 2020, regarding the above-referenced account.
Metro by T-Mobile regrets any concerns Mr. has regarding data speeds. Metro by T-Mobile’s Network Disclosure, below, and found on www.metrobyt-mobile.com, states:
“Heavy Data Users, specifically Metro by T-Mobile customers who use more than 35GB of data in a month will have their data usage prioritized below the data usage (including tethering) of other customers at times and at locations where there are competing customer demands for network resources, which may result in slower data speeds.”
A review of Mr.’s account confirms between March 16, 2020, and June 15, 2020, he has used an average of 77GB of data per month and from June 16, 2020, through July 8, 2020, he has used a total of 14GB of highspeed data. It is Metro by T-Mobile’s position that Mr. is receiving the full benefit of his rate plan.
Upon speaking to Mr. on July 7, 2020, he confirmed that his main concern was the treatment he received from our Customer Care. 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 Metro by T-Mobile employee failed in any way to display that during Mr.’s recent contact with our Customer Care Team. 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 (425) 689-***.
Very truly yours,
METRO BY T-MOBILE
Thomas M
Executive Response
Me and my fiancee baught this phone in Feb 2020 and in april may and june have had nothing but problems with it when we went to the store to get it fixed they ordered a replacement phone but ever since they ordered it the store has been closed the last 2 weeks but I pay my bill ontime every month which is 90 a month for a phone that dont work correctly and when my fiancee called they told her they cant mail the replacement phone to my home and there was nothing they can do other than wait til that store opens or go to another corporate store to reorder it which means we would have to wait another week I dont think its fair that I am paying 90 a month for a phone and they cant help or send me a phone to my home address I have no problem sending them the phone that is being replaced but I can not do that without the replacement phone
Product_Or_Service: LG /Stylo 5/Unlimited
Account_Number:
July 17, 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-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in
receipt of your c***pondence dated July 6, 2020, regarding the
above-referenced account. Please be advised
that upon contacting Mr. on July 8, 2020, Metro by T-Mobile reached ***, Mr.’s spouse and end user of the mobile line ending in ***
that is experiencing the handset issue.Metro by T-Mobile
regrets any concern Ms. has experienced regarding her handset. By Ms. purchasing Metro by T-Mobile equipment, she received
a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. is eligible to receive an
advanced replacement of her device via Metro by T-Mobile’s Handset Exchange
Program or a post-exchange device by contacting the manufacturer directly to
discuss repair or replacement options. Under the Handset Exchange Program, Metro by T-Mobile provides a
replacement handset of the same or equivalent model, with a Service Warranty
Processing Fee, provided that the non-working handset is in good physical
condition with no modifications or damage, such as broken or cracked plastics,
LCD or internal parts, or liquid damage.Regrettably, all warranty exchanges are handled in a
Metro by T-Mobile or Metro by T-Mobile Authorized Retailer location as Metro by
T-Mobile does not offer a ship-to home option for warranty exchanges. Metro by T-Mobile recommended to Ms.
that she visit an alternative retail location to have her device serviced and a
warranty exchange ordered if needed, or contact the manufacture for a possible
post-exchange, or purchase a new device as her mobile line ending in *** was
eligible for an upgrade discount. In an effort to amicably resolve this matter, on July 8,
2020, Metro by T-Mobile issued a onetime courtesy credit in the amount of
$90.00 to Ms.’s account to waive one month of service to reimburse her
for the purchase of a new device as she agreed to take advantage of an upgrade. Metro by T-Mobile records confirm that on
that same date Ms. visited a local retail location and took advantage
of the upgrade. 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-MOBILEOscar TExecutive Response
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 have had service for 3 yrs with metro. I have to count on wifi calling and wifi with any network I use because I live in a very secluded area. My wifi calling quit working not allowing me to use the phone. To fix it I thought I could chat online however I can not because I need a verification code for that which I can not get because the phone is not on line to work. @nd steps I try is go to store to get it fixed. I was informed in store they could not help and I need to call 1-800+-373-2876 to get what they call a E911 address. So that is what I did on a phone not mine because granted I still can not use it. The rep there says now that she can not do anything to help me because I can not verify a text message they need to send to the phone. Granted phone still not working can not get a message. I feel at this time I would like to leave this company however phone are way expensive and the store did not have an issue offering me a new phone between 179 and 250 so they could fix my issue.This is crazy how do customers fix issues when the service they provide is not working?
Product_Or_Service: LG /Blade Z/Unlimited
Account_Number:
July 20, 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: ***
To Whom It May Concern:
Metro by T-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated July 7, 2020, regarding the above-referenced account.
Metro by T-Mobile regrets any concerns Ms. has regarding her handset and coverage. In Ms.’s letter to your office, she indicates she is not able to use service with her handset in or around her home. 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. Although the coverage map at www.MetrobyT-Mobile.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 Ms.’s complaint and based on the coverage map, confirmed her address is in a moderate coverage area with no known issues. Metro by T-Mobile would recommend that Ms. utilize the Wi-fi features on her handset in order to remain connected while at her home.
Please note Metro by T-Mobile honors the manufacturer’s limited warranty. If Ms. needs to exchange her phone and it is covered under the limited warranty policy, we recommend that she 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, a replacement will be of a like kind and quality. Color, features and accessory compatibility are not guaranteed.
Upon speaking with Ms. on July 10, 2020, she advised Metro by T-Mobile that she has decided to transfer her numbers to a new provider and not continue services with Metro by T-Mobile. We respectfully decline Ms.’s request for a refund as her data and calling usage details indicate she was using the services and coverage was working as expected. T-Mobile regrets any inconvenience this may have caused 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-MOBILE
Thomas M
Executive Response
Complaint: ***
I am rejecting this response because:Upon speaking with Metro on july 10th the gentleman was well aware this was a wifi use issue and not being able to get support issue because of their in place message system to verify without any other way to verify. No wifi no message there for they would not help me and store said I had no other choice than to call customer service. The answer Metro gave back was very generic and was telling me to use what I could not ann what my complaint was about .That was to make them look better believing I would just agree. I disagree completely with what they wrote and feel people need to know that wifi does not always work in all areas. I did change companies my son is still on their service for now.
Sincerely,
Mrs.